Cleaners W2 Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners W2 provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. Please read them carefully before using our cleaning service. They are intended to create a clear, fair and practical arrangement for both parties, covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to the service.

In these terms, references to “we”, “us”, and “our” mean the cleaning company operating under the Cleaners W2 name, and references to “you” and “your” mean the customer or person responsible for the booking. These terms apply to all standard cleaning appointments, one-off cleans, recurring visits, end-of-tenancy cleaning, and any additional cleaning work agreed in writing or by confirmed booking.

If any part of these terms is unclear, the customer should ensure they understand it before confirming the service. The booking process and service delivery may vary depending on the nature of the property, the level of cleaning requested, and any special instructions given at the time of booking. We reserve the right to decline or amend work where it cannot be carried out safely, lawfully, or within the agreed conditions.

1. Booking Process

Bookings are accepted subject to availability and confirmation by us. A booking request may be made by telephone, email, online form, or any other method we make available from time to time. A request does not become a confirmed booking until we acknowledge it and confirm the date, time, scope of work, and any relevant charges.

When making a booking for cleaning services in W2, you must provide accurate and complete information about the property, the type of cleaning required, access arrangements, parking restrictions, safety issues, and any items or areas requiring special attention. If the information supplied is incomplete or incorrect, we may need to revise the quotation, adjust the service plan, or refuse to proceed if the work cannot be completed as originally agreed.

We may ask for photographs, an inventory, or additional details where necessary to assess the job properly. Any estimate or quotation provided before an on-site assessment is based on the information available at the time and may be revised if the actual condition or size of the premises differs materially from the description provided. The customer is responsible for ensuring that the site is ready for cleaning at the agreed time.

2. Service Scope and Access

Our cleaners in W2 will carry out the work agreed at the time of booking and will use reasonable care and skill in providing the service. Unless otherwise stated, cleaning is limited to the tasks included in the agreed quotation, checklist, or written instructions. Any extra work requested on the day may be accepted at our discretion and may incur additional charges.

The customer must ensure safe and timely access to the premises, including keys, codes, concierge arrangements, or escorted entry where required. If access is delayed or impossible because of circumstances within your control, we may charge for waiting time, a wasted visit, or partial attendance. If our team is unable to enter the property, the appointment may be cancelled and treated as a late cancellation or no-access chargeable event.

You must remove or secure valuables, documents, fragile items, and any objects that could be damaged by routine cleaning. We are not responsible for cleaning behind fixed obstacles or heavy items that cannot reasonably be moved without risk. We may refuse to handle hazardous, contaminated, or illegal materials, and we may suspend work if the property conditions present a health or safety concern.

3. Payments and Charges

Unless otherwise agreed in writing, payment is due on completion of the service or on the invoice due date stated at the time of booking. For regular or recurring cleaning arrangements, invoices may be issued in advance or on a scheduled basis. We may require a deposit, pre-authorisation, or upfront payment for certain bookings, including first-time appointments, large jobs, or services requiring specialist equipment.

The price may be based on time, task, property size, condition, frequency, or a fixed quotation. If the scope changes after confirmation, the charge may be adjusted accordingly. Any additional charges may apply for excessive soiling, biohazard risks, parking fees, congestion charges, key collection, waiting time, consumables, or extra labour not included in the original agreement. All prices are stated exclusive of VAT unless expressly stated otherwise.

Late or unpaid invoices may result in suspension of future services and may incur reasonable recovery costs in line with applicable law. If a payment is reversed, declined, or disputed without valid reason, we reserve the right to pause services until the matter is resolved. The customer remains responsible for all sums due, including any agreed deposits or cancellation charges.

4. Cancellations, Rescheduling, and Missed Appointments

To avoid charges, you must give us reasonable notice if you wish to cancel or reschedule a booking. The notice period may vary depending on the type of service and the scale of the appointment, but cancellations made too close to the scheduled time may still be chargeable. Where a deposit has been paid, it may be retained in full or in part to cover costs already incurred, subject to the specific terms agreed for the booking.

If you are not present at the property and have not arranged suitable access, or if our team cannot start work because of issues within your control, we may treat the appointment as a late cancellation or wasted visit. Cleaners W2 may also cancel or reschedule a booking where weather, illness, operational disruption, safety concerns, or other events beyond our reasonable control prevent us from attending on time.

We will endeavour to notify you if a scheduled appointment must be changed, and we will usually offer an alternative date where practical. However, we are not liable for any indirect loss arising from a cancellation or delay, including lost business, missed tenancy dates, or inconvenience, except where liability cannot be excluded under law.

5. Liability and Limitations

We will use reasonable care and skill in delivering every cleaning service, but certain risks cannot be eliminated entirely. To the fullest extent permitted by law, our liability is limited to direct loss or damage caused by our proven negligence, breach of contract, or failure to exercise reasonable care. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

We are not responsible for pre-existing damage, wear and tear, latent defects, poor workmanship by third parties, or damage arising because the customer failed to provide accurate information, secure valuables, or disclose special risks. In particular, we accept no responsibility for damage to items that are already fragile, poorly fixed, unstable, outdated, or unsuitable for cleaning with standard methods where this is not made known in advance.

Where a claim is made, you must notify us as soon as reasonably possible and provide evidence of the alleged loss or damage. We may require access to inspect the item or property, and you must allow a reasonable opportunity to investigate and, where appropriate, remedy the issue. We will not be liable for claims made after an unreasonable delay or where the customer has prevented us from checking the circumstances.

6. Customer Responsibilities

The customer must ensure the property is reasonably safe for cleaners to work in. This includes providing access to water, electricity, and lighting, unless the work has been agreed on another basis. You must also disclose any known hazards, including mould, pests, sharps, bodily fluids, asbestos, broken glass, aggressive animals, or chemical residue. If such conditions are discovered without prior warning, we may stop work immediately.

You are responsible for ensuring that any cleaning products, appliances, or special instructions supplied by you are suitable for the intended use. Where you request that we use your own products or equipment, we do so at your risk unless damage is caused by our negligence in using them improperly. We may decline to use products that appear unsafe, incorrectly labelled, expired, or unsuitable for the task.

If your property contains alarm systems, security protocols, or restricted areas, you must explain these clearly before the appointment. We are entitled to rely on the instructions you provide, and we will not be responsible for loss arising from hidden restrictions, incorrect access details, or inaccurate directions.

7. Waste, Disposal, and Regulatory Compliance

Our services may involve the collection and disposal of non-hazardous waste generated during cleaning, provided that this has been agreed in advance and is lawful to handle. We will not remove hazardous waste, clinical waste, construction waste, electrical waste, or any item requiring specialist disposal unless specifically agreed and permitted by the applicable waste regulations. The customer must disclose any waste type requiring special handling before the appointment begins.

We expect all waste to be presented in a safe, lawful, and manageable condition. Waste must not contain restricted substances, sharp objects, biological materials, or items that could pose a risk to personnel or the public. Where waste removal forms part of the service, the customer authorises us to segregate, bag, and transport the waste in accordance with our operational procedures and legal obligations. Any waste left behind after the agreed service may be treated in accordance with the customer’s instructions or local disposal rules where applicable.

Both parties must comply with all relevant UK waste management requirements and other applicable laws relating to the handling, transport, and disposal of rubbish. If we reasonably believe that waste cannot be handled lawfully or safely, we may refuse removal or suspend the service. The customer agrees to indemnify us against losses arising from undisclosed hazardous waste or from instructions that would require us to act unlawfully.

8. Complaints, Remedies, and Service Corrections

If you believe the cleaning has not been carried out in line with the agreed service, you must notify us within a reasonable time after completion. Where appropriate, we may offer a return visit, partial re-clean, or another reasonable remedy at our discretion. This does not affect any statutory rights you may have as a consumer under applicable law.

We will not be obliged to provide a remedy where the issue was caused by factors outside our control, including inadequate access, insufficient time, inaccurate instructions, or changes in the condition of the property after completion. Any remedy will usually be limited to the specific area or task concerned and will not create an entitlement to a full refund unless required by law or expressly agreed.

Nothing in this section prevents us from taking reasonable steps to resolve concerns fairly and efficiently. However, the customer agrees that our service obligations are limited to the scope of the confirmed booking, and any additional work must be separately agreed.

9. 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. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is entitled by law to bring proceedings in another part of the United Kingdom or another competent jurisdiction.

By proceeding with a booking for Cleaners W2, you confirm that you have read, understood, and agreed to these Terms and Conditions. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect. No waiver of any right or remedy shall be effective unless made in writing.

These terms may be updated from time to time to reflect changes in our operations, pricing structure, or legal obligations. The version in force at the time of your confirmed booking will apply to that appointment, unless a later version is expressly agreed. Continued use of the service after notice of changes constitutes acceptance of the updated terms.