Cleaners TW1 Service Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners TW1. By making a booking, the client agrees to these terms in full. They are designed to create a clear understanding of the service arrangement, the duties of both parties, and the limits that apply to the work carried out. For the purposes of these terms, “client” means the person, company, landlord, tenant, agent, or other party requesting the service, and “service” means any cleaning work agreed in advance.

Cleaners TW1 provides domestic and commercial cleaning services subject to availability, the condition of the premises, and the scope agreed at the time of booking. All services are arranged on the basis that the client has full authority to permit access and to request the work. Where a property is jointly occupied or managed, the person making the booking confirms that they have permission to do so.

These terms apply to all standard and one-off arrangements unless a separate written agreement has been signed. If any special instruction, add-on, or limited service is agreed, it will form part of the booking only where confirmed by us in writing or by accepted booking record. The client should read these terms carefully before confirming any appointment.

Booking Process

Bookings for Cleaners TW1 services may be made by telephone, email, online form, or any other method accepted by us from time to time. A booking is not binding until it has been confirmed by us. Confirmation may include a written message, invoice, schedule notice, or other record showing the service date, time, and key details. We reserve the right to decline a booking where the required service cannot reasonably be provided.

At the time of booking, the client must provide accurate information about the property, the type of cleaning requested, access arrangements, parking restrictions, special requirements, hazards, and any areas that require extra care. If the information provided is incomplete or incorrect, we may revise the price, amend the scope, or cancel the appointment where necessary. The client is responsible for ensuring that the service description reflects the actual condition of the property.

Where the service is priced on an estimate, the estimate is based on the information available at the time and may change if the property differs materially from what was described. Any quoted duration is approximate unless expressly stated otherwise. If our operative arrives and cannot proceed because of unsafe conditions, lack of access, or a material mismatch between the booking and the actual property, we may charge a call-out fee or part-service fee where reasonable.

Payments and Charges

Unless otherwise agreed, payment is due in full on or before the date of service, or immediately upon completion where invoicing on account has been authorised. We may require a deposit, pre-authorisation, or advance payment for certain bookings, including larger projects, periodic services, or appointments with limited availability. Prices are generally stated in pounds sterling and may be subject to VAT where applicable.

The client agrees to pay all fees relating to the booked service, including any extras requested during the appointment, any additional labour required because of poor access or unusually heavy soiling, and any reasonable charges incurred due to delayed access, waiting time, or changes requested by the client. If a payment is overdue, we reserve the right to suspend further work, cancel future bookings, and recover reasonable costs associated with collection.

Payments may be made using the methods accepted at the time of booking or invoicing. If a payment is reversed, declined, or otherwise disputed without lawful reason, the client remains liable for the unpaid amount and any associated bank or administrative charges to the extent permitted by law. Discounts, promotional offers, or package rates apply only as stated and may be withdrawn without affecting completed bookings.

Cancellations, Rescheduling, and Access

Clients may cancel or reschedule a booking by giving reasonable notice. Unless a different arrangement is stated in the booking confirmation, cancellations made with insufficient notice may attract a charge to cover reserved time, travel preparation, and administrative work. Where a slot has been specifically held for the client, short-notice cancellation may result in the full fee being charged if the appointment cannot be reallocated.

We may cancel or postpone a service where weather, staffing, safety concerns, equipment failure, or other circumstances beyond our control make performance impractical or unsafe. In such cases, we will seek to offer an alternative time where reasonably possible. We are not liable for indirect loss arising from the cancellation or rescheduling of a routine cleaning appointment, provided we act reasonably.

The client must ensure that our staff or contractors can access the property at the agreed time. If access is not available, keys or entry instructions are incorrect, or the site is unprepared for the booking, the service may be treated as a failed appointment and charged accordingly. The client is also responsible for securing pets, removing personal items from high-risk areas if necessary, and informing us of any security systems or restrictions that may affect entry.

Service Standards and Client Responsibilities

We will carry out the agreed service with reasonable care and skill. However, the nature of cleaning work means that outcomes can vary depending on materials, prior condition, age of surfaces, and existing wear. The client acknowledges that some marks, staining, discolouration, limescale, ingrained dirt, paint loss, or fabric wear may not be removable without damage or specialist restoration. We do not guarantee the removal of every stain or contamination.

The client must notify us before the appointment of any fragile items, delicate finishes, hidden defects, electrical issues, damp areas, or hazardous substances. If the premises contain prohibited or unsafe materials, including bodily fluids, asbestos, mould requiring specialist treatment, or chemical residues, we may refuse to clean those areas or suspend the service. Where appropriate, we may advise that specialist contractors are required.

Any request that falls outside the original booking may be accepted or declined at our discretion. If the client asks for additional tasks on the day, we may revise the price and time required before proceeding. Cleaners TW1 will not be responsible for delays or reduced service quality caused by lack of preparation, incomplete information, or the client’s failure to make the property reasonably available for cleaning.

Liability and Limitations

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we shall not be liable for indirect, special, incidental, or consequential loss, loss of profit, loss of business, or loss of opportunity arising from the provision or non-provision of the service.

Where damage is alleged to have occurred during a cleaning appointment, the client must notify us as soon as reasonably possible and in any event within a reasonable time after discovery. The client should retain any relevant evidence, including photographs and affected items, and permit us a fair opportunity to inspect the issue. We will not accept liability for damage caused by pre-existing defects, unsuitable materials, hidden weakness, or instructions given against our recommendation.

Our total liability in respect of any claim arising out of a booking shall, to the extent permitted by law, be limited to the amount paid or payable for the specific service giving rise to the claim. This limitation applies whether the claim is based in contract, tort, negligence, or otherwise. Nothing in these terms affects the statutory rights of consumers where applicable.

Waste Regulations, Materials, and Environmental Compliance

All cleaning waste must be handled in accordance with applicable UK environmental and waste disposal laws. The client remains responsible for the lawful storage, segregation, and disposal of household or commercial waste unless a separate waste removal service has been expressly agreed. We do not undertake the removal of controlled waste, clinical waste, hazardous waste, or any substance requiring licensed disposal unless this is specifically stated in writing and lawfully permitted.

Where waste is generated as part of the service, it will be treated as incidental waste only and will be left in the appropriate bins or collection points provided by the client or site manager, unless otherwise arranged. The client warrants that any items to be removed are lawful to handle and do not include prohibited substances, sharps, chemicals, or contaminated materials. We may refuse to move or dispose of anything we reasonably believe to be unsafe, unlawful, or in breach of disposal regulations.

We may use cleaning products, equipment, and methods that are suitable for the task and safe when used as directed. The client must inform us of allergies, sensitivities, or product restrictions in advance. If the client supplies products or tools, they do so at their own risk unless we have expressly agreed to use them. We are not responsible for losses caused by defective client-supplied materials.

Property Condition, Insurance, and Breakage

The client should ensure that the property is in a condition suitable for cleaning and that valuables, fragile objects, and irreplaceable items are stored safely. Where practical, we will take reasonable care when moving lightweight items to complete the service. We are not obliged to move heavy furniture, fixed appliances, or items that require specialist handling, and we may refuse to do so where there is a risk of damage or injury.

If accidental breakage occurs and is reasonably attributable to our negligence, we will assess the matter fairly and in accordance with these terms. If an item was already damaged, unstable, or improperly secured, no liability will arise. The client acknowledges that some surfaces and objects, particularly older or delicate ones, may deteriorate during ordinary cleaning even when due care is taken.

Insurance, where maintained by us, is intended to support genuine claims within the scope of these terms and does not create an obligation to compensate for every reported issue. Claims must be supported by evidence and submitted promptly. We may request photographs, receipts, repair estimates, or other information before deciding whether a claim is valid.

Suspension, Termination, and Variation

We may suspend or terminate a booking, account, or ongoing arrangement where the client materially breaches these terms, fails to pay sums due, behaves abusively, exposes staff to unsafe conditions, or repeatedly cancels without reasonable notice. If termination occurs before a service is completed, the client remains liable for work already performed and any non-recoverable costs incurred up to the point of termination.

We may update these terms from time to time. The version in force at the time of booking will generally apply to that booking unless a change is required by law or a written variation has been agreed. No amendment by the client will be valid unless accepted by us in writing. Any waiver of a right on one occasion shall not prevent us from enforcing the same right later.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force. A failure or delay in enforcing any provision shall not operate as a waiver of that provision. These terms are intended to operate fairly and in line with applicable consumer and business law.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, 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, except where the client is entitled by law to bring proceedings in another competent forum.

By confirming a booking with Cleaners TW1, the client acknowledges that they have read, understood, and agreed to these service terms. The aim is to provide a professional, transparent, and legally clear cleaning arrangement that protects both the client and the service provider while allowing the work to proceed efficiently.