These Terms and Conditions set out the basis on which Cleaners TW1 provides cleaning services to customers within its service area. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking or allowing work to commence.
In these Terms and Conditions, the following definitions apply:
Customer means any individual, business, landlord, tenant, managing agent or other party who requests, books or receives cleaning services from Cleaners TW1.
Company, we, us or our means Cleaners TW1, the provider of the cleaning services.
Services means any cleaning, housekeeping, end of tenancy cleaning, one-off deep clean, regular cleaning, office cleaning or related work carried out by us.
Premises means the property, home, office or other location where the Services are to be carried out.
Cleaner means any employee, worker, contractor or representative engaged by the Company to deliver the Services.
The specific Services to be provided, together with the type of clean, frequency, and any special instructions, will be confirmed at the time of booking. We reserve the right to decline work that falls outside our usual scope, is unsafe, unlawful, or for which we are not suitably equipped or insured.
Our Services are provided for general cleaning only and do not include specialist cleaning such as the removal of hazardous substances, structural repairs, or professional trades work, unless expressly agreed in writing.
3.1 Bookings can be made by the Customer via our booking channels as indicated on our website or promotional materials. By placing a booking, the Customer confirms that they have the authority to do so and that the information provided is accurate and complete.
3.2 At the time of booking, the Customer must provide full details of the Premises, the type of clean required, the approximate size of the property, and any particular areas of concern or priorities. This allows us to estimate the time, resources and price for the Services.
3.3 Any quote given prior to inspection is based on the information supplied by the Customer. We reserve the right to adjust the quote if the information provided was incomplete or inaccurate, or if the actual condition or size of the Premises differs materially from what was described.
3.4 Bookings are subject to availability. We will use reasonable efforts to accommodate preferred dates and times but cannot guarantee specific slots until the booking is confirmed by us.
3.5 A booking is considered confirmed only once we have issued a confirmation and, where applicable, the required deposit or card authorisation has been received.
4.1 The Customer must ensure that the Cleaner has safe and timely access to the Premises at the agreed time. Access may be granted by the Customer being present, using a key safe, concierge, or other mutually agreed method.
4.2 The Customer is responsible for providing accurate access instructions and informing us in advance of any changes. If the Cleaner is unable to gain access, a call-out or cancellation charge may apply.
4.3 The Customer must ensure that the Premises are reasonably clear of clutter and that any confidential or valuable items are stored away. While our Cleaners take care when working, we recommend that irreplaceable or fragile items be removed from areas to be cleaned.
4.4 The Customer must notify us in advance of any hazards, security systems, alarms, pets, or other issues that may affect the safe and effective delivery of the Services.
5.1 Unless otherwise agreed, we will supply appropriate cleaning products and materials required for the Services. In some cases, particularly for regular domestic cleaning, the Customer may be asked to provide basic equipment such as a vacuum cleaner, mop and bucket, and ironing equipment if required.
5.2 If the Customer requests the use of their own products or equipment, the Customer is responsible for ensuring that such products or equipment are safe, suitable for the purpose, and in good working order. We accept no liability for any damage or reduced effectiveness arising from the use of Customer-supplied products or equipment.
5.3 The Customer must inform us of any surfaces, finishes or materials that require special treatment or non-standard products to avoid damage.
6.1 Prices for our Services are set out in our quotes or price lists and may be based on an hourly rate, a fixed fee per job, or a package price. All prices will be communicated clearly before the booking is confirmed.
6.2 We reserve the right to revise our prices from time to time. Any change in pricing will not affect confirmed bookings already accepted, unless the scope of work has changed or the information supplied at the time of booking was inaccurate.
6.3 Payment is due in accordance with the payment method and schedule agreed at the time of booking. This may include payment in advance, on the day of service, or by regular invoicing for ongoing services.
6.4 We may require a deposit or card authorisation to secure a booking. Deposits are generally non-refundable in the event of late cancellation or non-attendance by the Customer, subject to the cancellation policy set out in these Terms.
6.5 Payments can be made by the methods we make available, such as card payments or bank transfer. Cash payment may be accepted only where expressly agreed in advance.
6.6 If payment is not received by the due date, we reserve the right to suspend or cancel further Services and to charge interest on overdue amounts at the applicable statutory rate until payment is made in full.
7.1 The Customer may cancel or reschedule a booking by providing us with adequate notice. Our standard minimum notice period is 24 hours before the scheduled start time, unless otherwise stated in a specific agreement.
7.2 If the Customer cancels or reschedules a booking with less than the required notice, we may charge a late cancellation fee, which may be up to the full value of the booked service, to cover the Cleaner's time and associated costs.
7.3 If the Customer fails to provide access to the Premises at the agreed time, or if our Cleaner is unable to commence work due to circumstances within the Customer's control, this may be treated as a late cancellation and charged accordingly.
7.4 In the event that we need to cancel or reschedule a booking due to staff illness, operational issues, or circumstances beyond our reasonable control, we will notify the Customer as soon as practicable and offer an alternative appointment. We will not be liable for any indirect loss resulting from such cancellation or rescheduling.
8.1 We aim to provide Services to a professional standard. If the Customer is dissatisfied with any aspect of the work, they must notify us within 24 hours of completion, providing details of the issue.
8.2 We will investigate any complaint and, where we consider it justified, we may offer to re-clean the affected area or provide another reasonable solution. Any re-clean must generally take place within a reasonable period of the original service date.
8.3 Our liability in respect of any complaint will be limited as set out in the Liability section of these Terms.
9.1 We comply with applicable waste management and environmental regulations relevant to our Services. Our Cleaners will only remove general household or office waste that is reasonable in quantity and properly contained.
9.2 We do not handle or remove hazardous, clinical, chemical, or regulated waste, including but not limited to sharps, medical waste, asbestos, solvents, oils or paint, unless expressly agreed and carried out in accordance with specialist regulations.
9.3 The Customer is responsible for ensuring that waste presented for removal is safe, non-hazardous, and properly segregated. If the Cleaner reasonably believes that waste is unsafe or not compliant with regulations, they may refuse to handle it.
9.4 Large volumes of waste, bulky items, or fly-tipped materials will not normally be removed as part of standard cleaning Services. Separate arrangements may be required for such items, and additional charges may apply.
10.1 We are committed to maintaining high standards of health and safety. Our Cleaners are instructed to follow reasonable safety procedures and use cleaning products in line with manufacturer guidance.
10.2 The Customer must not request any Cleaner to undertake work that is unsafe, beyond their training, or outside the agreed scope, such as climbing on inappropriate surfaces or using unstable equipment.
10.3 We operate a zero-tolerance policy towards abuse, harassment or discrimination. We reserve the right to withdraw Services and terminate the agreement immediately if any Cleaner is subjected to abusive, threatening, or inappropriate behaviour at the Premises.
11.1 We will exercise reasonable skill and care in providing the Services. However, the Customer acknowledges that general cleaning involves a low but inherent risk of minor accidental damage or wear.
11.2 Our total liability to the Customer for any loss, damage or claim arising out of or in connection with the Services shall be limited to the value of the specific booking during which the incident occurred, except where otherwise required by law.
11.3 We are not liable for pre-existing damage, fair wear and tear, deterioration resulting from misuse, or defects in materials or workmanship not supplied by us.
11.4 We will not be liable for indirect, consequential or economic loss, including loss of profit, loss of opportunity, or loss of enjoyment, arising from the provision or non-provision of the Services.
11.5 The Customer must report any alleged damage as soon as reasonably practicable and in any event within 24 hours of the service, providing supporting evidence where possible. We may arrange an inspection before accepting or rejecting a claim.
11.6 Nothing in these Terms limits or excludes any liability that cannot be limited or excluded by law, including liability for death or personal injury caused by our negligence.
12.1 Where the Customer provides keys or access codes to the Premises, we will take reasonable care to ensure they are stored and used securely. Keys will not be marked with the full address of the Premises.
12.2 The Customer is responsible for ensuring that adequate home or business insurance is in place and for checking that their policy covers the use of a cleaning service.
13.1 We will collect and process personal data only for the purposes of managing bookings, delivering Services, processing payments, and complying with legal obligations.
13.2 We take reasonable steps to protect personal data against unauthorised access, alteration or disclosure. We will not sell personal information to third parties.
13.3 By using our Services, the Customer consents to the processing of their personal data in accordance with applicable data protection laws.
14.1 For regular or ongoing cleaning arrangements, either party may terminate the agreement by giving the notice period specified at the outset of the service or, if none is specified, by giving at least 7 days' notice.
14.2 We may terminate the agreement with immediate effect if the Customer materially breaches these Terms, fails to pay for Services, behaves abusively towards Cleaners, or creates unsafe working conditions.
15.1 We may update or amend these Terms and Conditions from time to time to reflect changes in law, operational needs or best practice.
15.2 The version in force at the time of booking will apply to that booking. Updated Terms will apply to future bookings made after the date of the change.
16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from or related to these Terms or the Services provided.
17.1 If any provision of these Terms is held to be invalid, unlawful or unenforceable by a court of competent jurisdiction, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.
17.2 No failure or delay by us in exercising any right or remedy under these Terms shall constitute a waiver of that or any other right or remedy.
17.3 These Terms and Conditions, together with any written confirmation or agreement specific to a booking, constitute the entire agreement between the Customer and Cleaners TW1 in relation to the Services.
By proceeding with a booking or allowing our Cleaners to commence work at the Premises, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.
Choose the best cleaners TW1 company for all of your cleaning chores. We provide the highest quality of cleaning services that suit every budget and schedule.
Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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