Terms and Conditions for Cleaners Waterloo

These Terms and Conditions set out the basis on which our cleaning services are provided to residential and commercial customers. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by the terms below. Please read them carefully before using our services. These terms are intended to protect both the customer and the service provider by setting clear expectations about scope, timing, payments, cancellations, responsibility, and legal compliance.

For the purposes of these terms, “we”, “us”, and “our” refer to the service provider operating under the brand Cleaners Waterloo, and “you” or “the customer” refers to the person or business requesting the cleaning service. The word “service” means any domestic, commercial, specialist, or one-off cleaning arranged with us, whether booked online, by phone, by email, or through any other accepted booking method. Unless we agree otherwise in writing, these terms apply to all service types.

Nothing in these terms limits your statutory rights as a consumer where applicable. If any provision of these terms is found to be unlawful or unenforceable, the remainder will continue to apply. We may update these terms from time to time to reflect changes in our operating procedures, legal obligations, or service arrangements. The version in force at the time your booking is accepted will apply to that booking.

1. Booking Process

All bookings are subject to availability and acceptance by us. A request for a service does not guarantee an appointment until we confirm it. We may ask for details about the property, the type of cleaning required, the approximate size or condition of the premises, access arrangements, and any special instructions. Accurate information helps us allocate the right amount of time, tools, and staff for the job.

When you submit a booking request, you are responsible for ensuring that the information provided is complete and correct. If the information changes before the appointment, you must notify us as soon as possible. Changes may affect price, duration, or the suitability of the assigned team. For example, if a standard cleaning service is requested but the property requires deep cleaning, additional charges or a revised appointment may be necessary.

We reserve the right to decline or cancel a booking if we believe the service cannot be performed safely, lawfully, or to an acceptable standard within the agreed parameters. This may occur if the premises are inaccessible, unsafe, significantly more cluttered than described, infested, or otherwise unsuitable for cleaning without special equipment or advance preparation. In such cases, we will usually explain the reason and, where possible, offer a revised arrangement.

Some services may require a pre-clean assessment, photographs, or a walkthrough before confirmation. Where we provide an estimate, it is based on the information available at the time. Estimates are not fixed quotes unless expressly stated as such. If the scope of work changes, the booking may need to be amended and the price adjusted accordingly.

2. Service Scope and Customer Responsibilities

We will provide the cleaning tasks agreed at the point of booking or in the written service specification. Any work outside that scope may be treated as an additional service. Our team will use reasonable skill and care and will aim to complete the work within the scheduled period. However, cleaning outcomes may vary depending on the condition of the property, the materials involved, and the time available.

You must ensure that the property is reasonably ready for cleaning. This includes providing access at the agreed time, removing personal belongings if required, and advising us of any areas that need special care. If keys, access codes, entry permissions, parking restrictions, or building rules apply, these must be communicated in advance. Delays caused by missing access or incorrect information may be chargeable.

We are not responsible for moving items that are heavy, fragile, valuable, fixed, or unsafe to shift unless specifically agreed. Please remove or secure such items before the service begins. Any instructions about delicate surfaces, antiques, electrical items, or restricted areas should be given before work starts. Our team may refuse to clean areas they reasonably consider unsafe or likely to be damaged by the cleaning method.

If a customer or another person at the property requests changes during the service, we may accept or decline them depending on time, safety, and staffing. If the amended request materially changes the work, further charges may apply. The customer is responsible for making sure pets are controlled, minors are supervised, and the property can be worked in safely.

3. Pricing and Payments

Our prices may be given as fixed fees, hourly rates, or estimates, depending on the type of cleaning service requested. The applicable charge will be the amount confirmed at booking or, if the scope changes, the revised amount agreed before or during the service. If we identify additional work that was not reasonably foreseeable from the booking details, we will normally seek approval before proceeding.

Unless otherwise agreed, payment is due in full upon completion of the service. For certain appointments, a deposit or prepayment may be required to secure the booking. Any deposit terms will be made clear at the time of confirmation. If a deposit is taken, it may be non-refundable where stated and to the extent permitted by law, especially where specialist scheduling or reserved labour is involved.

We accept payment methods notified to you during the booking or invoicing process. Failure to pay on time may result in late payment charges, suspension of future services, debt recovery action, or legal proceedings, where permitted. You are responsible for all bank charges, card fees, or transfer costs imposed by your provider. If payment is made by a third party, you remain responsible unless we expressly agree otherwise.

Where a business customer is invoiced, the invoice must be settled within the period stated on the invoice. If no period is stated, payment is due immediately unless otherwise agreed in writing. We reserve the right to require advance payment for repeat, high-value, or specialist work. Any discounts, promotions, or special rates are only valid for the period and conditions stated.

4. Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or reschedule a booking, you must tell us as soon as possible. Cancellation terms may depend on the notice given, the type of service, and whether staff or materials have already been allocated. In many cases, short-notice cancellations may incur a fee to cover lost time, travel, administration, or preparatory work.

Where a cancellation occurs after the team has already arrived or after work has begun, you may be charged for the time spent and any costs reasonably incurred up to that point. If access is not provided at the agreed time, or if the property is unavailable for reasons within your control, this may be treated as a late cancellation or missed appointment. Travel and waiting charges may apply.

We may need to reschedule due to staff illness, severe weather, safety issues, equipment failure, or other events beyond our reasonable control. In such cases, we will aim to offer an alternative appointment. We will not be responsible for indirect loss caused by a necessary rescheduling, although we will use reasonable efforts to minimise inconvenience. If we cancel a booking entirely, any prepaid amount for the cancelled service will normally be refunded or credited, unless the cancellation relates to the customer’s breach.

Repeated cancellations or repeated failure to provide access may lead us to decline future bookings. Specially ordered materials or reserved third-party services may not be refundable if the cancellation prevents us from recovering those costs. Any cancellation fee or non-refundable amount will be proportionate and, where applicable, compliant with consumer law.

5. Liability, Damage, and Service Limitations

We will carry out services with reasonable care and skill. If we cause direct damage to property through proven negligence, we may, at our discretion, repair, replace, or compensate for the damaged item up to a fair and reasonable amount. You must notify us of any alleged damage promptly and, where possible, before the team leaves the premises. Supporting evidence such as photographs may be requested.

We are not liable for pre-existing damage, wear and tear, hidden defects, items that are unstable or improperly installed, or damage caused by unsuitable materials, poor maintenance, or instructions provided by the customer. We are also not responsible for loss or damage arising from the customer’s failure to secure valuables, documents, cash, jewellery, or other portable items before the service begins.

To the fullest extent permitted by law, we shall not be liable for indirect, consequential, special, or economic losses, including loss of business, loss of profits, or missed opportunities. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Any limitation of liability is intended to be interpreted in accordance with applicable UK law.

If a claim is made, you must give us a reasonable opportunity to inspect the issue and, where appropriate, to remedy it. You must not arrange third-party repairs or replacements before giving us that opportunity unless urgent action is required to prevent further damage. Our liability, where established, will generally be limited to the cost of the affected service or the reasonable cost of remedying the proven damage.

6. Waste Regulations and Disposal Rules

All waste removal, disposal, and recycling connected with our services will be handled in line with applicable UK waste legislation and local authority requirements. We will not knowingly dispose of hazardous, clinical, controlled, or illegal materials unless we are specifically licensed and authorised to do so. If waste generated during the cleaning job requires special handling, the customer must tell us in advance.

The customer remains responsible for declaring any hazardous substances, sharps, biohazards, mould contamination, bodily fluids, solvents, pesticides, asbestos, or similar materials present at the property. Where such materials are discovered unexpectedly, we may stop work immediately and advise on the safest next steps. Additional specialist services, protective equipment, and disposal charges may be necessary, and we are under no obligation to continue until suitable arrangements are made.

We may separate general waste, recyclable waste, and reusable materials where this is practical and lawful. However, the customer must ensure that the property has adequate bins, access to disposal points, or prior collection arrangements if disposal is part of the agreed service. We are not responsible for refusing to remove items that are prohibited by law, unsafe to transport, or likely to contaminate other materials.

The customer agrees not to ask our team to dispose of items unlawfully, fly-tip waste, or move rubbish in a manner that breaches environmental rules. If waste is misdescribed or concealed and we incur additional handling or disposal costs, these may be charged back to the customer. We may also terminate the service if compliance with waste regulations cannot be assured.

7. Complaints, Access, and Operational Matters

If you are dissatisfied with any aspect of the service, you should notify us promptly so we can investigate and, if appropriate, put matters right. Complaints should include a clear description of the issue and any supporting information. We may request access to the property, photographs, or other evidence in order to assess the complaint fairly. Timely notification gives us the best chance to resolve the matter effectively.

Any re-clean, remediation, or partial refund offered will be at our reasonable discretion, subject to the facts of the case and the service requested. We do not guarantee a refund for matters arising from factors outside our control, including customer instructions, restricted time, inaccessible areas, unsuitable materials, or conditions that were not disclosed at booking.

We may use subcontractors or additional staff to deliver services, provided they meet our general operational standards. You authorise us to arrange suitable personnel as needed to complete the booking. All staff are expected to conduct themselves professionally, but we may withdraw a team member from a job if there is harassment, abuse, unsafe conduct, or any serious risk to health or safety.

Our equipment and products remain our property unless otherwise agreed. You must not interfere with or misuse them. If your property has specific product restrictions, such as certain flooring, stone, fabric, or electrical sensitivities, these should be communicated before the service starts. We may refuse to use products that are incompatible with the surfaces or unsafe for the environment.

8. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms, the booking process, or the services provided will be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law or another mandatory rule requires otherwise.

If any dispute cannot be resolved amicably, the parties should first attempt to settle it in good faith before starting formal proceedings. Nothing in this section prevents either party from seeking urgent injunctive relief or any other remedy available under applicable law. These terms are intended to be interpreted in a fair and commercially reasonable way, consistent with UK consumer and contract law.

By booking a service with Cleaners Waterloo, you confirm that you have read, understood, and agreed to these terms. You also confirm that you are authorised to accept them on behalf of any other person or business for whom the service is arranged. Any failure by us to enforce a right under these terms does not waive that right in future.

These Terms and Conditions form the full agreement between the customer and us in relation to the services booked, unless a separate written agreement states otherwise. If a conflict exists between these terms and a specific written quotation or service contract, the more specific written document will take precedence to the extent of the inconsistency.