Cleaner Chiswick Terms and Conditions
These Terms and Conditions set out the basis on which Cleaner Chiswick provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. The purpose of this document is to explain how bookings are accepted, how payments are handled, when cancellations may apply, and what responsibilities each party has in relation to access, property condition, waste, and liability. These terms are intended to support a clear and professional service relationship for all Chiswick cleaning services and related work requested by the customer.
In these terms, “we”, “us”, and “our” refer to Cleaner Chiswick, and “you” or “the customer” refer to the individual or business purchasing the service. References to “cleaning service”, “cleaning appointment”, or “service visit” include one-off cleans, scheduled cleans, end of tenancy cleans, after-builders cleaning, deep cleaning, and similar services where agreed in writing or by recorded booking. These terms should be read together with any written quotation, booking confirmation, or service scope provided before the visit.
We reserve the right to update these terms from time to time to reflect operational, legal, or commercial changes. The version in force at the time of booking will normally apply to that booking unless a change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect. Nothing in these terms limits any rights that cannot legally be excluded under UK consumer law.
Booking Process
All bookings are subject to availability and acceptance by Cleaner Chiswick. A booking request may be made by any accepted communication method and must include enough information for us to assess the work, including the property type, size, condition, requested service, preferred date, and any special instructions. A quote may be based on the information provided by the customer, and if the actual condition or scope of work differs materially on the day, the price, duration, or team size may need to be adjusted.
A booking becomes confirmed only when we have accepted the request and, where required, received any deposit, prepayment, or card authorisation. Confirmation may be issued verbally or in writing, including by message or email where applicable. The customer is responsible for checking all details in the confirmation, including date, time, address, access arrangements, and scope of work. Any changes requested after confirmation may be treated as an amendment and may affect availability and price.
We may decline or cancel a booking before the service begins if we reasonably believe the job cannot be completed safely, lawfully, or within the originally agreed terms. This includes situations where there is a risk to staff, inadequate access, insufficient utilities, severe contamination, infestation, unsafe premises, or inaccurate information about the property. In such cases, we will aim to notify the customer as soon as reasonably possible and discuss an alternative appointment where appropriate.
Payments
Unless otherwise agreed in writing, payment is due in full on the day of service completion or in advance where an advance payment is requested. For recurring or larger services, we may require a deposit, staged payment, or full prepayment. Prices may be quoted on an hourly basis, fixed fee basis, or as a bespoke estimate depending on the nature of the service. Any price quoted assumes normal conditions and does not include unforeseen additional work unless specifically stated.
Accepted payment methods may include bank transfer, card payment, cash, or other approved methods specified at booking. Where an invoice is issued, payment must be made by the due date shown on the invoice. If payment is late, we may charge reasonable administrative fees, suspend further bookings, or recover costs in line with applicable law. The customer is responsible for ensuring that funds are available and that payment details provided are accurate and authorised.
Any discounts, promotional offers, or reduced rates are offered at our discretion and may be withdrawn or amended at any time before acceptance of a booking. A quotation is valid only for the period stated in the quote, or if no period is stated, for a reasonable time based on market conditions and staffing availability. Additional charges may apply where the customer requests extra rooms, heavy soiling treatment, waste removal assistance, special materials handling, or extended labour beyond the original estimate.
Cancellations, Rescheduling, and Access
The customer may cancel or reschedule a booking by giving reasonable notice. Cancellation charges may apply depending on how much notice is provided and whether staff, transport, materials, or subcontracted resources have already been allocated. If a cancellation is made too close to the appointment time, or if our team arrives and cannot begin due to lack of access, the customer may be charged a call-out fee, a minimum visit charge, or the full booking fee where work cannot reasonably be reallocated.
If we need to reschedule or cancel due to illness, emergency, safety concerns, severe weather, traffic disruption, equipment failure, or other circumstances beyond our reasonable control, we will try to offer an alternative appointment. We are not responsible for indirect losses caused by a change or cancellation made for reasons outside our control, provided we act reasonably and give notice where possible. For scheduled services, the customer should provide safe access at the agreed time and ensure that keys, codes, concierge arrangements, alarms, parking permissions, and similar access details are correct.
Where we are unable to enter the property at the agreed time because access has not been arranged, the appointment may be treated as cancelled by the customer. If the property is not ready for the service, is undergoing unrelated work, or contains hazards that prevent cleaning from taking place safely, we may either postpone the visit or limit the service to the safe areas only. Any change in scope may affect the price and completion time.
Service Standards and Customer Responsibilities
We will use reasonable skill and care in providing the service in accordance with the agreed scope and industry standards. However, the customer acknowledges that cleaning outcomes can vary depending on the age, condition, materials, and prior maintenance of the property. Some marks, stains, limescale, odours, or surface wear may be permanent or only partially removable despite proper cleaning methods. Unless expressly agreed, we do not guarantee restoration, sanitisation to medical standards, or removal of damage that pre-dates the service.
The customer must ensure that the premises are reasonably prepared for cleaning. This includes removing or securing valuables, fragile items, confidential documents, and hazardous materials; notifying us of any special surfaces or delicate fixtures; and informing us of any pets, health and safety issues, or site restrictions. If our team is required to move objects in order to clean, this will be done with reasonable care, but we are not liable for pre-existing instability, hidden defects, or items that are unsuitable to move.
Customers must provide running water, electricity, and reasonable working conditions unless otherwise agreed. If these are not available, we may be unable to complete the service or may complete only part of it. Any instructions given by the customer must be lawful, safe, and within the scope of the service. We may refuse to follow instructions that would require us to act unsafely, unlawfully, or beyond our competence. For avoidance of doubt, Cleaner Chiswick may rely on the information supplied by the customer when planning the work.
Waste Regulations and Disposal
All waste handling must comply with applicable UK waste laws, environmental obligations, and local disposal requirements. Our cleaning service is not a general waste removal service unless this has been expressly agreed in advance and included in the quotation. We may collect and bag normal cleaning waste generated by the service, such as dust, disposable wipes, packaging from approved products, or minor debris, but the customer remains responsible for arranging lawful disposal of larger waste items unless otherwise stated.
We will not remove controlled waste, hazardous waste, sharps, chemicals, asbestos, bodily fluids, clinical waste, or any material that requires specialist licensing or treatment unless we have specifically agreed in writing and are legally permitted to handle it. If such items are discovered during a service, we may suspend work until the item is safely isolated or removed by an appropriate contractor. The customer must disclose any waste or contamination risks before the appointment so that we can determine whether the service can proceed.
Where waste is collected as part of the service, the customer authorises us to place it in the appropriate bins or approved disposal point if provided on the premises. If access to disposal facilities is restricted, or if removal requires third-party disposal charges, additional costs may apply. We will not knowingly breach environmental, health, or council rules in the course of our work. Any request to dispose of waste unlawfully or irresponsibly may be refused immediately.
Liability
We accept liability for direct loss or damage caused by our proven negligence, failure to exercise reasonable care and skill, or breach of these terms, subject to the limits below and to any rights that cannot be excluded under law. If damage occurs, the customer must notify us within a reasonable time and provide an opportunity to inspect the issue. Where appropriate, we may choose to repair, re-clean, replace, or compensate at our discretion, taking into account the nature and extent of the loss.
We are not liable for pre-existing damage, ordinary wear and tear, hidden defects, structural failures, poor maintenance, manufacturer faults, or damage caused by items that were already loose, fragile, or incorrectly installed. We are also not liable for losses arising from inaccurate information provided by the customer, failure to secure valuables, or the presence of prohibited or concealed hazards. To the fullest extent permitted by law, we exclude liability for indirect or consequential loss, loss of profit, loss of opportunity, or business interruption.
Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. The customer is responsible for ensuring that the property is adequately insured for its own risks and belongings. If the customer requires us to follow a particular insurance or compliance process, this must be agreed in advance and may require written documentation. Our liability, where lawfully limited, will not exceed the total amount paid or payable for the specific service giving rise to the claim.
Complaints, Delays, and Force Majeure
If the customer is unhappy with any aspect of the service, they should raise the issue as soon as reasonably possible so that we can investigate and, where suitable, take corrective action. We may request photographs, a description of the problem, and an opportunity to revisit the property if appropriate. A complaint does not remove the customer’s obligation to pay any undisputed amount due for work already completed to a reasonable standard.
We are not responsible for delay or failure to perform our obligations where this is caused by events beyond our reasonable control, including but not limited to severe weather, traffic disruption, power failure, illness, industrial action, government restrictions, supply interruptions, accidents, or emergency services intervention. If such an event occurs, we will take reasonable steps to minimise disruption and may rearrange the appointment once conditions allow. Any time estimate provided is approximate unless expressly guaranteed in writing.
Neither party will be treated as having waived a right under these terms unless the waiver is agreed in writing or is clearly required by conduct and law. If we choose not to enforce a term on one occasion, this does not mean we have waived our right to enforce it in the future. The customer may not assign or transfer their rights or obligations under the booking without our prior consent.
Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. Where the customer is located in Scotland or Northern Ireland, any mandatory local consumer rights that apply by law will still be respected, but the contract itself remains governed by the applicable law stated here unless mandatory law provides otherwise.
Any dispute that cannot be resolved amicably should be brought before the courts of England and Wales, unless the law requires another forum. If any provision of these terms is invalid, unlawful, or unenforceable, that provision shall be treated as modified to the minimum extent necessary to make it valid, or removed if modification is not possible, without affecting the rest of the document. The headings in this document are provided for convenience only and do not affect interpretation.
By proceeding with a booking, the customer confirms that they have read, understood, and accepted these Terms and Conditions for Cleaner Chiswick services. These terms are intended to create a fair and transparent service framework, balancing the customer’s rights with the practical requirements of professional cleaning operations. The agreement forms part of the service relationship and should be retained for reference alongside the booking confirmation and any quotation issued.