Terms and Conditions for Cleaners Battersea

These Terms and Conditions set out the basis on which our cleaning services are provided to customers who book a domestic or commercial cleaning appointment. By making a booking, the client agrees to be bound by these terms, which are designed to create a clear, fair, and professional service relationship. Throughout this document, references to Cleaners Battersea, our cleaning company, the service provider, or we/us/our refer to the business delivering the cleaning services. References to you or the client refer to the person or organisation requesting the service.

These terms apply to all standard cleaning arrangements, including one-off appointments, recurring visits, end of tenancy cleaning, deep cleaning, after-builders cleaning, and related services agreed in writing. Any special instructions or service-specific requirements must be confirmed before the job begins. If there is any inconsistency between these terms and a written service agreement or quotation, the written agreement will take priority to the extent of that inconsistency.

We aim to provide a professional, reliable, and transparent service. However, because cleaning services often depend on the condition of the property, access arrangements, materials available on site, and the cooperation of the client, it is important that the booking information provided is accurate and complete. Failure to give correct details may affect the quality, duration, or outcome of the service and may lead to additional charges or cancellation fees where appropriate.

1. Booking Process

Bookings may be requested by phone, email, online form, or any other communication method made available by us from time to time. A booking is not considered confirmed until we have accepted the request and, where required, received any deposit or advance payment. We reserve the right to decline any booking at our discretion, including where the requested service falls outside our scope, where access is unsuitable, or where the property conditions raise health, safety, or legal concerns.

When making a booking, you must provide accurate details about the property, the type of cleaning required, the preferred date and time, access requirements, parking limitations if relevant, any fragile items or special surfaces, and any known hazards. The more precise the information, the better we can plan the service. If the details provided are materially incorrect, we may revise the quotation, adjust the time required, or refuse to proceed until suitable arrangements are made.

We may ask for photographs, a property description, or additional clarification before confirming the appointment. This is to ensure that the cleaning service requested is feasible and appropriately scheduled. If the client requests a specific cleaner, time window, or task list, we will try to accommodate such requests, but they cannot be guaranteed unless expressly confirmed in writing.

Appointments are allocated based on availability and operational planning. Arrival times may be provided as a time window rather than a fixed minute-by-minute arrival. While we make every effort to attend at the agreed time, delays may occur due to traffic, weather, earlier appointments overrunning, or other circumstances beyond our control. We will aim to notify the client of any significant delay where reasonably possible.

If the client is not present at the property, they must ensure that access is arranged in advance through a key holder, concierge, lockbox, building management, or another agreed method. Where access cannot be gained, the appointment may be treated as a late cancellation or wasted visit and charged accordingly. The client is responsible for ensuring that someone with authority to grant access is available if required.

For regular cleaning arrangements, the schedule, frequency, and tasks included may be reviewed from time to time. Any variation in the scope of work should be agreed before the appointment or as soon as reasonably practicable. We reserve the right to amend appointment times where operational necessity requires it, provided that we act reasonably and give notice where possible.

2. Payments and Charges

Our prices are generally based on the type of service, expected duration, property size, complexity of the work, and any special requirements. Quotations may be provided as fixed prices or as estimated rates. Unless expressly stated otherwise, all estimates are based on the information supplied at the time of booking and may change if the property or task differs from the description given.

Payment terms will be confirmed at the time of booking. In most cases, payment is due on completion of the service, although advance payment or a deposit may be required for certain appointments, large projects, weekend bookings, first-time clients, or work involving specialist resources. We may also require payment in advance where previous invoices remain unpaid.

We accept the payment methods stated in the booking confirmation or invoice. If a payment is not received by the due date, we reserve the right to charge interest and reasonable recovery costs in accordance with applicable UK law. Where a card payment, bank transfer, or other transaction is reversed without valid reason, the client remains liable for the amount due and any bank or administrative fees incurred.

Additional charges may apply if the condition of the property is significantly worse than described, if extra rooms or tasks are requested on arrival, if cleaning takes materially longer than estimated due to excessive dirt or clutter, or if access restrictions cause delay. Any extra cost will be communicated as soon as reasonably possible and may need to be agreed before the additional work continues.

3. Cancellations, Rescheduling, and No-Shows

Clients may cancel or reschedule an appointment by giving reasonable notice. The amount of notice required may vary depending on the service type and the resources already allocated, but unless stated otherwise, a minimum of 24 hours’ notice is expected for standard appointments. For larger or specialist cleaning projects, a longer notice period may be required and may be specified in the booking confirmation.

Where sufficient notice is given, we will usually offer a new appointment time or, if applicable, a refund of any advance payment after deducting non-recoverable costs. If notice is not provided within the required period, we may charge a cancellation fee to cover lost time, staff allocation, and operational costs. Deposit payments may be retained where a late cancellation results in avoidable loss.

If our team arrives at the property and cannot gain access, or if the client is absent and no suitable arrangement has been made, the appointment may be treated as a no-show. In such cases, the full fee or a wasted visit charge may be payable. If the client needs to postpone due to emergency circumstances, we will consider the situation reasonably, but any waiver of charges will be at our discretion and will not apply automatically.

4. Service Standards and Client Responsibilities

We will carry out the cleaning service with reasonable skill and care, using appropriate methods and products for the tasks agreed. However, the client must ensure that the property is safe to clean and that all valuables, cash, documents, jewellery, and fragile or sentimental items are secured before work begins. We cannot accept responsibility for items left in areas being cleaned unless loss or damage is caused by our proven negligence.

The client must disclose any known hazards, including exposed wiring, unstable fixtures, pest infestations, sharp objects, bodily fluids, mould beyond ordinary household levels, aggressive pets, or any other condition that could affect safe working. If a task is unsafe, unlawful, or outside the competence of our team, we may refuse to perform it or may suspend the service until the issue is resolved. Our staff may also refuse to move heavy items that could cause injury or damage unless this has been specifically agreed.

We may use the client’s electricity, water, and basic facilities as reasonably necessary to complete the service. The client should provide reasonable access to these utilities and to the areas requiring cleaning. If the client requests the use of particular products or equipment, this should be agreed in advance and may affect the outcome or the price of the service.

5. Liability and Limitations

Nothing in these terms excludes or 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 are not liable for indirect or consequential losses, loss of profit, loss of business, or loss arising from circumstances beyond our reasonable control.

Where damage is alleged to have been caused by our work, the client must notify us as soon as reasonably possible and in any event within a reasonable time after the service. The client should allow us the opportunity to inspect the issue before any repair or replacement is carried out, unless urgent action is necessary to prevent further damage. Claims not reported promptly may be harder to assess and may be declined if late notification prevents fair investigation.

We do not accept responsibility for pre-existing defects, wear and tear, faulty fixtures, weak materials, poorly assembled items, or damage arising from unsuitable instructions given by the client. Cleaning work may occasionally reveal pre-existing problems such as peeling paint, loose fittings, or deteriorated surfaces. In such cases, we are not liable for the underlying condition becoming visible as a result of ordinary cleaning.

Our maximum liability for any claim arising from the service, whether in contract, tort, or otherwise, will be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. Clients are responsible for maintaining appropriate insurance for their own property and contents. We recommend that clients with valuable or delicate items ensure adequate cover is in place before the appointment.

6. Waste Regulations and Disposal

We will not remove, transport, or dispose of controlled, hazardous, or unlawful waste unless this has been specifically agreed in writing and is fully compliant with applicable law. This includes, without limitation, chemicals, solvents, asbestos, medical waste, sharps, paint tins containing hazardous residue, electrical items, batteries, or any material that requires specialist handling or licensing. If such items are present, the client must notify us in advance.

Any waste arising from the cleaning service, such as general rubbish collected during the agreed scope of work, will only be handled in accordance with applicable UK waste regulations and local disposal requirements. The client remains responsible for ensuring that waste storage and disposal arrangements at the property are lawful and suitable. We may refuse to handle waste where doing so would create a legal, environmental, or safety risk.

If the service requires removal of refuse from the premises, this must be clearly agreed in advance and may be subject to an additional fee. We are entitled to reject any waste that appears contaminated, unsafe, or outside the agreed scope. The client must not ask staff to remove prohibited items without prior approval. Any breach of waste-related legal requirements caused by inaccurate information provided by the client will be the client’s responsibility.

7. Complaints, Corrections, and Service Review

If the client is dissatisfied with any aspect of the service, they should notify us promptly so that we may review the matter. Where appropriate, we may offer a return visit to address a specific issue, provided the complaint is made within a reasonable timeframe and the problem relates to the original scope of work. Any corrective action offered will not constitute an admission of liability.

We will not usually offer corrections where the complaint relates to changed conditions after the service, items moved by third parties, or results prevented by restricted access, excessive clutter, or surfaces requiring specialist restoration. In some cases, cleaning can improve appearance but cannot restore worn, stained, or damaged materials to a like-new condition. The client acknowledges that reasonable professional cleaning is not the same as renovation or repair.

Any decision to revisit a property, provide a partial refund, or make other goodwill arrangements will be made on a case-by-case basis. This does not affect the client’s statutory rights. We ask clients to cooperate fully with any reasonable investigation, including providing photographs, descriptions, or access for inspection where necessary.

8. 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 parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where applicable law requires otherwise.

If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any right or provision under these terms will not constitute a waiver of that right or provision. No third party shall have any rights to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated in writing.

We may update these terms from time to time to reflect changes in law, business practices, or service arrangements. The version in force at the time of booking will usually apply to that service unless a later change is required by law or expressly agreed by both parties. By continuing to use our cleaning services after an update has been communicated, the client agrees to the revised terms for future bookings.