Cleaners W2 Service Terms and Conditions

These Terms and Conditions govern the provision of domestic and commercial cleaning services by Cleaners W2 and apply to all bookings, quotations, service visits, and related arrangements made with us. By requesting or confirming a booking, you agree to these terms in full. They are intended to set clear expectations for the customer and the cleaning provider, covering how services are arranged, how payments are handled, what happens if changes are needed, and the responsibilities of each party during and after the service.

For the purposes of this document, references to “we,” “us,” and “our” mean Cleaners W2, and references to “you” or “the customer” mean the person, business, or organisation booking or receiving cleaning services. These terms apply whether the service is a one-off clean, a recurring clean, an end-of-tenancy clean, or any other cleaning appointment arranged in advance. If any specific written agreement conflicts with these terms, the written agreement will take priority only to the extent of that conflict.

We reserve the right to update or amend these Terms and Conditions from time to time to reflect changes in our services, legal obligations, or operational practices. The version in force at the time of booking will normally apply to that booking unless otherwise stated. It is the customer’s responsibility to review the terms before confirming a service request.

Booking Process

A booking with Cleaners W2 may be made through the agreed booking channels and is subject to availability, suitability of the property, and acceptance by us. Any quote provided before a booking is confirmed is based on the information supplied by the customer and on the assumptions reasonably made at that time. If the actual condition, size, layout, access, or level of soiling differs from the description given, the price, duration, or scope of work may need to be adjusted.

We may ask for information needed to assess the cleaning request, including property type, number of rooms, specific tasks required, parking or access limitations, presence of pets, and any special considerations. The customer must provide accurate and complete information. If incorrect or incomplete information leads to additional time, labour, equipment, or materials, an extra charge may apply. A booking is not confirmed until we have accepted it and, where applicable, received any required deposit or upfront payment.

We strive to assign suitable staff, tools, and time for each Cleaners W2 cleaning appointment. However, we may substitute an equivalent team member or reschedule a visit if operational circumstances require it. Where practical, we will aim to give reasonable notice. The customer is responsible for ensuring that the property is ready for cleaning at the agreed time and that safe access is available.

Customer Responsibilities for Access

The customer must ensure that the cleaner can enter the premises at the scheduled time. This includes providing keys, access codes, concierge arrangements, or any other necessary entry method. If access is delayed or denied, the appointment may still be chargeable in full or in part, depending on the time lost and resources allocated. Where a property alarm, security system, or restricted area exists, the customer must explain how it is to be managed before the service begins.

Payments

Payment terms for Cleaners W2 services will be stated in the booking confirmation, invoice, or agreed quotation. Unless agreed otherwise in writing, payment is due in accordance with the stated terms and may be required in advance, on the day of service, or within a specified invoice period. We may request a deposit to secure the appointment, particularly for larger cleans, specialist work, or recurring schedules.

Accepted payment methods may vary depending on the service arrangement. All prices are quoted in pounds sterling unless otherwise agreed. Any estimate or quote may be revised if the actual work differs materially from the original description. Additional charges may apply for extra time, heavy contamination, specialist waste handling, parking costs where applicable, or any optional services requested during the visit. The customer agrees to pay all agreed charges in full and on time.

If payment is overdue, we may suspend future services, charge reasonable recovery costs where permitted by law, and refuse to continue a booking until the outstanding balance is cleared. We may also require full or partial advance payment from customers with a history of late payment or where risk factors justify it. Any dispute about an invoice must be raised promptly and in good faith, with sufficient detail for us to review it.

Discounts, promotional pricing, or special rates are offered at our discretion and may be withdrawn or amended at any time unless already committed under a confirmed booking. Unless expressly stated, quoted prices do not include works outside the agreed cleaning scope, such as repairs, restoration, pest-related treatment, or specialist decontamination. Those services, if available, are subject to separate terms and quotation.

Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or reschedule a booking with Cleaners W2, you must notify us within the notice period stated in your confirmation or, if none is stated, as soon as reasonably possible. Cancellations made with adequate notice may not incur a charge, although any non-refundable deposit may be retained where this has been clearly communicated in advance. Short-notice cancellations, repeated changes, or missed appointments may attract a fee to cover lost time and reserved resources.

We may cancel or reschedule a service if staff availability changes, weather conditions create safety concerns, access is not possible, or circumstances beyond our reasonable control prevent performance. In such cases, we will aim to offer an alternative appointment or a refund of any prepaid amount for the unperformed portion of the service. We will not be liable for indirect losses resulting from a cancellation or postponement where those losses were not reasonably foreseeable.

If our team arrives and cannot gain access, if the property is unsafe, or if the customer or an authorised representative is not present where attendance is necessary, the appointment may be treated as a missed booking. In those circumstances, the visit may still be charged in full or in part. The same principle applies where the property is not ready for the agreed work, for example due to ongoing renovation, obstruction, or failure to provide necessary utilities or instructions.

Changes to the Scope of Work

Any changes requested on the day of service are subject to acceptance by us and may affect the schedule, price, and staffing levels. We are not obliged to perform work that falls outside the original booking, is unsafe, or requires specialist training or equipment not reasonably available at the time. Where the scope changes significantly, we may revise the quotation or decline the additional tasks.

Service Standards and Customer Duties

The goal of Cleaners W2 cleaning services is to carry out agreed tasks with reasonable skill and care. The exact result depends on the condition of the property, the materials and surfaces present, the time booked, and whether the customer has disclosed any relevant issues. We do not guarantee the removal of every stain, mark, odour, or defect, particularly where it is permanent, ingrained, aged, or caused by damage, poor maintenance, or unsuitable materials.

The customer must inform us of any fragile items, delicate surfaces, hidden hazards, infestations, mould, electrical problems, leaks, structural damage, or other conditions that could affect the work. If such matters are not disclosed, we may decide not to proceed with the relevant task. The customer should also remove or secure valuables, confidential documents, and prohibited items before the service begins. While reasonable care will be taken, we do not take responsibility for items left accessible in the property where the customer has failed to take basic precautions.

The customer must provide suitable hot water, electricity, lighting, and any other utilities needed for the agreed cleaning tasks, unless we have agreed to bring an alternative arrangement. If the cleaning service requires specific products or equipment and these are not available, the appointment may be limited accordingly. We may use our own cleaning materials unless the customer requests otherwise and we agree to do so. Any customer-supplied products are used at the customer’s risk.

Liability and Limitations

Nothing in these Terms and Conditions excludes or limits liability where such exclusion or limitation would be unlawful. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, Cleaners W2 will not be responsible for losses arising from pre-existing damage, normal wear and tear, hidden defects, faulty fittings, poor workmanship by others, or the inherent fragility of materials.

We are not liable for indirect, consequential, or economic losses such as loss of profit, loss of opportunity, or business interruption, unless required by law. Our liability for direct loss or damage caused by our negligence will be limited, to the fullest extent permitted by law, to the amount paid or payable for the specific service giving rise to the claim. This limitation is intended to be fair and proportionate to the nature of cleaning work.

Any complaint about damage, missing items, or unsatisfactory workmanship should be reported as soon as reasonably possible and, where appropriate, before the cleaner leaves the property. We may require reasonable evidence, such as photographs or a written description, to investigate the issue. Where a claim is valid, we may choose to re-perform the relevant part of the service, offer a partial refund, or take another reasonable corrective step. This does not create an admission of liability unless confirmed in writing.

Insurance and Risk

We will maintain insurance cover that we consider appropriate for the nature of our services. However, insurance does not remove the customer’s duty to protect valuables, disclose hazards, and maintain safe conditions. The customer accepts that some risk is unavoidable in any cleaning activity, especially where surfaces are aged, unstable, or already damaged. Our operatives are instructed to act carefully and professionally, but they may refuse to use methods that could reasonably cause damage.

Waste Regulations and Disposal

All waste handling in connection with Cleaners W2 services must comply with applicable waste regulations and environmental duties. We will only remove, bag, transport, or dispose of waste that has been agreed as part of the service and that we are legally permitted to handle. The customer must not ask us to remove hazardous materials, clinical waste, asbestos, sharps, chemicals, or any item whose disposal requires a specialist licence or procedure unless we have expressly agreed and are lawfully able to do so.

Ordinary cleaning waste may include dust, packaging, food residue, and general household or commercial refuse arising directly from the service. Where disposal is included, the customer remains responsible for accurate description of the waste type and volume. If waste is heavier, larger, or more complex than expected, additional charges may apply, or we may refuse removal. We may also decline to dispose of items that could create environmental, safety, or legal concerns.

The customer warrants that any waste handed over for disposal is lawfully possessed and does not contain prohibited items. If we are required to separate, store, or report particular waste streams in order to comply with law, the customer agrees to cooperate and, where necessary, to pay associated charges. We reserve the right to decline any task that would cause us to breach waste, health and safety, transport, or environmental regulations. Waste transfer documentation or similar records may be issued where legally required.

Termination, Suspension, and General Provisions

We may suspend or terminate future service arrangements if the customer repeatedly breaches these terms, fails to pay on time, provides misleading information, or creates unsafe or abusive working conditions. Termination does not affect rights and obligations that have already accrued, including payment for services already provided or fees incurred before termination. Either party may end an ongoing arrangement by giving reasonable notice, unless a shorter period is required by the circumstances or by the agreed contract.

No waiver of any term will be effective unless made in writing. If any provision is found invalid or unenforceable, the remaining provisions will continue in full force. A delay or failure to enforce any right does not mean that right is waived. These Terms and Conditions are intended to be read together with any written quotation, booking note, or service specification, and together they form the agreement between the parties concerning the cleaning service.

Governing Law
These Terms and Conditions and any dispute or claim arising from or connected with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction unless mandatory law provides otherwise. By booking with Cleaners W2, you acknowledge and accept that this governing law clause applies to the service relationship.