Terms and Conditions for Cleaning Services

Cleaners Wimbledon provides domestic and commercial cleaning services subject to the terms set out below. By making a booking, the client agrees to these Terms and Conditions, which are designed to create a clear and fair service relationship. These terms apply to all cleaning appointments unless otherwise agreed in writing. For the purposes of these terms, references to we, us, and our mean the cleaning service provider, and references to you and your mean the customer placing the booking.

These Terms and Conditions cover the main areas of service, including the booking process, pricing, payments, cancellations, service limitations, liability, waste handling, and the legal framework that applies. They are intended to set out expectations clearly and to reduce the risk of misunderstanding. By using the service, you confirm that you have read, understood, and accepted the terms in force at the time of booking.

The cleaning company Wimbledon reserves the right to amend these terms where necessary, for example to reflect changes in operational practices, legal requirements, or service standards. Any updated version will apply to bookings made after the date of update. It is the client’s responsibility to ensure they are satisfied with the current terms before confirming an appointment.

1. Booking Process

Bookings may be made by telephone, email, online form, or any other booking channel offered by us from time to time. A booking is not confirmed until we have accepted the request and, where required, received any deposit or advance payment. Availability is subject to schedule, staff allocation, property type, and the scope of work requested. We may refuse a booking at our discretion where we are unable to safely or reasonably provide the service.

When making a booking, you must provide accurate information about the property, access arrangements, cleaning requirements, parking restrictions, hazards, pets, alarms, and any other details that may affect the service. Failure to provide correct information may result in delays, additional charges, reduction in service scope, or cancellation of the appointment. The client is responsible for ensuring that the address, date, time, and requested tasks are correct at the point of confirmation.

For certain services, such as end of tenancy cleaning, deep cleaning, after builders cleaning, or specialist stain removal, we may request photographs or additional information before confirming the booking. This helps us assess the likely duration, equipment required, and whether any particular products or procedures are needed. If the service differs materially from the description given at booking, we may revise the price or decline the appointment after notifying you.

Access to the property must be arranged by the client unless we have expressly agreed otherwise. If we are unable to enter the property at the scheduled time due to missing keys, incorrect access codes, locked premises, or the absence of an agreed representative, the appointment may be treated as a late cancellation or failed visit and charged accordingly. We recommend that all access instructions are provided in writing where possible.

Arrival times are estimates unless a specific timed slot has been guaranteed in writing. Our team will aim to arrive within the agreed window, but delays may occur due to traffic, previous job overruns, weather, parking difficulties, or circumstances beyond our control. A delay does not automatically entitle you to compensation, although we will make reasonable efforts to inform you if we expect a significant change to the schedule.

2. Service Scope and Client Responsibilities

The exact scope of work will be determined by the service type booked and any written notes agreed before attendance. Unless otherwise specified, our cleaners Wimbledon do not provide structural repairs, electrical work, plumbing, pest treatment, garden work, or the handling of hazardous materials. We may also decline tasks that would expose staff to unreasonable risk or require specialist certification, equipment, or disposal arrangements.

You agree to prepare the property reasonably before the appointment where necessary. This may include securing valuables, moving fragile items, ensuring access to the areas to be cleaned, and removing excessive clutter that would prevent the service from being completed effectively. Where the property is heavily cluttered, unsanitary, or unsafe, we may limit the work carried out or request additional time and charge a revised rate.

The client must ensure that electricity, running water, and any other essential utilities are available unless a different arrangement has been agreed in advance. If utilities are unavailable or insufficient to complete the job, the appointment may be shortened, rescheduled, or cancelled with charges applying in line with the cancellation policy. We will not be responsible for reduced service quality caused by inadequate facilities or client restrictions.

3. Payments, Charges, and Pricing

Prices are normally quoted based on the information provided at the time of booking and may be calculated by fixed fee, hourly rate, or a combination of the two. All quoted prices are subject to change if the property size, level of soiling, number of rooms, access conditions, or service requirements differ from the original description. Any revised price will be communicated as soon as reasonably practicable.

Unless otherwise stated, payment is due on completion of the service or in advance for certain bookings. We may require a deposit to secure the appointment, particularly for larger jobs, peak-time bookings, repeat cancellations, or services involving specialist equipment. Deposits are generally non-refundable except where we cancel the appointment or where a refund is required by law.

Accepted payment methods may include bank transfer, card payment, or other methods notified at the time of booking. Cash may be accepted only where agreed in advance. If payment is not received on time, we reserve the right to suspend future bookings, charge reasonable recovery costs, and apply interest to overdue sums where permitted under applicable law. All prices are quoted in pounds sterling unless stated otherwise and may include or exclude VAT depending on our status and the nature of the transaction.

4. Cancellations, Rescheduling, and No-Access Fees

If you need to cancel or reschedule, you must give us reasonable notice. The amount of notice required may vary by service type, but where a specific notice period has been stated in your booking confirmation, that period will apply. Cancellations made with insufficient notice may incur a charge to cover lost time, allocated staff, travel, and administrative costs.

If you cancel within the agreed notice period, any deposit may be retained only to the extent permitted by law and necessary to reflect costs already incurred. If we cancel the booking for operational reasons, we will either offer an alternative appointment or refund any prepaid amount for the affected service. We are not responsible for indirect losses caused by a cancellation, such as lost earnings or inconvenience, unless required by law.

Where no access is available at the scheduled time, or where the property cannot be cleaned because of a failure by the client to prepare the premises, we may charge a call-out fee or the full booking fee depending on the circumstances and the nature of the reservation. Repeated last-minute cancellations or no-access incidents may lead us to request advance payment for future work.

5. Liability and Limitations

We will take reasonable care while carrying out our work and expect all staff to act professionally and responsibly. However, cleaning services involve some risk, particularly where surfaces are fragile, pre-damaged, incorrectly installed, or made of sensitive materials. You are responsible for informing us of any items, fixtures, or surfaces that require special care, including antique furnishings, delicate flooring, painted finishes, and specialist treatments.

We will not be liable for damage caused by pre-existing faults, normal wear and tear, hidden defects, unsuitable materials, or the client’s failure to disclose relevant information. Where damage is caused directly by our negligence, our liability will be limited to the reasonable cost of repair or replacement, taking into account age, depreciation, and market value. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

Our cleaners Wimbledon may move lightweight items to carry out the service, but we do not accept responsibility for loss or damage to valuables, cash, jewellery, documents, or items left unsecured unless the loss is proven to have resulted from our direct fault. We recommend that all valuable, fragile, or sentimental items are removed or stored safely before the appointment begins.

6. Complaints, Re-Visits, and Quality Issues

If you believe that a service has not been completed to a reasonable standard, you must notify us within a reasonable time after completion and before arranging any third-party remedial work. In many cases, we may offer a re-visit to address the issue, provided the complaint relates to the original scope of work and has been reported promptly. This remedy may be offered at our discretion and is not available where the issue resulted from factors outside our control.

To assess a complaint properly, we may request photographs, a description of the concern, and reasonable access to the affected area. If a re-visit is agreed, you must allow us a suitable opportunity to inspect and, where appropriate, correct the issue. If you engage another provider before giving us that opportunity, our ability to investigate may be limited.

We aim to resolve service concerns fairly and promptly. However, the fact that a complaint is made does not suspend the obligation to pay for work already carried out. Any refund, partial refund, or re-performance will be considered based on the nature of the issue, the evidence provided, and the terms of the original booking.

7. Waste Handling and Regulatory Requirements

Cleaning work may generate waste such as packaging, disposable cloths, dust, debris, and removed household residue. Unless specifically agreed, we do not remove large quantities of rubbish, construction waste, clinical waste, asbestos, electrical appliances, or other controlled materials. The client remains responsible for arranging lawful disposal of any waste not expressly included in the service.

Where waste is handled by us, we will do so in a manner consistent with applicable UK waste regulations and environmental obligations. This includes sorting materials appropriately, avoiding unlawful disposal, and using legitimate disposal routes where removal has been agreed. If a property contains hazardous, contaminated, or restricted waste, you must tell us before the appointment so that we can determine whether the work can be performed safely and lawfully.

You must not request or require us to dispose of items in a way that would breach the law or place our staff at risk. If we suspect that waste handling would involve illegal dumping, unsafe transport, or unlicensed removal, we may refuse the task and, where necessary, withdraw from the booking. Any extra disposal charges will be notified in advance where reasonably possible.

8. Insurance, Staff, and Subcontracting

We may use employed staff, agency workers, or approved subcontractors to deliver the service. Where subcontractors are used, they are expected to follow comparable standards of care and professionalism. Any reference to our team or our cleaners includes persons engaged by us to perform the service on our behalf.

We may hold relevant insurance cover appropriate to the services we provide. However, insurance does not alter the client’s duty to disclose risks or reduce their responsibility for securing valuables and providing accurate information. On request, we may confirm the existence of relevant insurance, but policy details are not part of the contract unless expressly stated in writing.

Staff safety is a priority. Our personnel may refuse to continue work if they encounter violence, harassment, unsafe conditions, unreasonable demands, or a risk of injury. In such cases, the booking may be stopped and any charges already incurred may remain payable. We expect respectful conduct from all clients and occupants of the property.

9. Governing Law and General Provisions

The contract between you and us is governed by the law of England and Wales. Any dispute arising from or connected with these terms, the service, or any related booking will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. These terms are intended to operate in accordance with UK consumer law and any applicable statutory rights remain unaffected.

If any part of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing any right shall be treated as a waiver of that right. Any waiver must be given in writing to be effective.

By confirming a booking, you agree that these terms form the basis of the service relationship and that you have authority to enter into the contract on behalf of yourself or the property owner where relevant. These terms are designed to support a transparent and professional service for all customers using our cleaning services.