Terms and Conditions for Cleaners Tooting
These Terms and Conditions govern the supply of domestic and commercial cleaning services by Cleaners Tooting (“we”, “us”, “our”) to any customer (“you”, “your”) who books, accepts, or receives our services. By making a booking, confirming an appointment, allowing access to the property, or otherwise instructing us to carry out work, you agree to be bound by these terms. They are intended to set out clear expectations about the cleaning service agreement, including how bookings are made, how payment works, when cancellations apply, what our limits of liability are, how waste is handled, and which law applies if a dispute arises.
These terms apply to all standard and specialist cleaning services we provide, including routine cleaning, deep cleaning, end of tenancy cleaning, one-off visits, and related add-on tasks agreed in writing or by another recordable method. Where a specific written quotation, order confirmation, or service description includes different terms, that specific document will take priority to the extent of any inconsistency. Nothing in these terms affects your statutory rights as a consumer where applicable.
We may update these terms from time to time to reflect changes in our services, operating practices, or legal requirements. The version in force at the time of booking will normally apply to that booking unless a change is required by law or is clearly agreed otherwise. You should read the full terms carefully before confirming any appointment, as they form the basis of the service relationship between you and Cleaners Tooting.
1. Booking Process
A booking is usually made after you provide details of the property, the type of cleaning required, the size and condition of the premises, preferred date and time, access arrangements, and any special instructions. We may rely on the information you provide when preparing a quotation or allocating staff. If the information later proves incomplete or inaccurate, the price, duration, or availability of the service may need to be revised.
All bookings are subject to availability and confirmation by us. A request for a slot is not an accepted booking until we have confirmed it by a written or recorded acknowledgement. We may decline a booking at our discretion where we do not have sufficient capacity, where the property is unsuitable for the requested service, where required resources are unavailable, or where we reasonably believe the service cannot be delivered safely and properly.
In some cases, we may request additional information before confirming a booking, such as photographs, floor plans, parking details, access codes, or notes on pets, fragile surfaces, heavy staining, or hazardous conditions. This helps us assign the right team and equipment. If the service required changes on the day, we reserve the right to amend the scope, timing, or price, provided such changes are fair and necessary in light of the actual work needed.
2. Your Responsibilities
You must ensure that the property is ready for cleaning at the agreed time, with reasonable access to water, electricity, and safe entry to all areas that are to be cleaned. You are responsible for securing valuables, removing items you do not want cleaned or moved, and advising us in advance of any delicate, hazardous, or particularly valuable items. Where keys, codes, alarms, or access instructions are provided, you must ensure they are accurate and usable.
You must also tell us about any conditions that could affect the service or the health and safety of our staff, including mould, bodily fluids, pest infestations, exposed wiring, structural issues, aggressive animals, or dangerous substances. If our team reasonably believes the property presents a serious risk, we may suspend work, leave the premises, or make the service conditional on the hazard being removed. In such circumstances, you may still be charged for attendance, time spent, or any non-refundable costs already incurred.
Where cleaning products, detergents, or specialist equipment are supplied by us, they remain our property unless expressly transferred. You must not interfere with our tools, use them without permission, or require our staff to operate in a manner that is unsafe or unlawful. You should also notify us as soon as possible if you notice any issue that may affect access, performance, or safety before or during the appointment.
3. Pricing and Payments
Prices are based on the details available at the time of quotation and may be calculated by hourly rate, fixed fee, or a combination of both, depending on the service type. Unless otherwise stated, quotations are estimates only and may change if the actual condition of the property differs from the description provided, if the scope expands, or if additional tasks are requested. Any revised charge will be explained where practicable before the work continues.
Payment terms will be confirmed at the point of booking or in the quotation. In many cases, payment is due on completion of the service, but we may require advance payment, a deposit, or staged payment for larger, specialist, or high-demand bookings. If an invoice is issued, it must be paid by the due date shown. Late or unpaid amounts may result in the suspension of further services and, where lawful, recovery action and reasonable costs of collection.
All prices are stated inclusive or exclusive of VAT as indicated on the relevant quotation or invoice. If VAT applies, it will be charged at the prevailing rate. We accept payment only through approved methods notified to you in advance. Any bank charges, failed payment fees imposed by a payment provider, or chargeback costs caused by an unjustified dispute may be recovered from you where permitted by law.
4. Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type of service, the number of staff allocated, and whether specialist equipment or materials have been prepared. If you cancel too close to the appointment time, a fee may apply to cover lost time, administration, and any non-recoverable expenses. This is especially relevant for cleaners in Tooting working on fixed schedules or at peak demand times.
If our team arrives and is unable to gain access, is turned away, or cannot work because the property is unready or unsafe, the appointment may be treated as a late cancellation or missed visit. In those circumstances, we may charge for the full or partial cost of attendance. If we need to cancel or reschedule due to illness, equipment failure, weather, transport disruption, or any other cause beyond our reasonable control, we will use reasonable efforts to offer an alternative appointment.
Where a deposit has been paid, its refundability will depend on the timing of cancellation and whether costs have already been incurred. Deposits may be non-refundable if stated clearly at the time of booking and if that approach is lawful. Nothing in this clause limits your rights where we cancel without reasonable cause or where we materially fail to provide the service as agreed.
5. Service Standards and Liability
We will provide the service with reasonable skill and care and in accordance with the description agreed for the booking. Our obligations are to carry out cleaning work professionally and to use suitable methods and products for the type of surface, fabric, or environment concerned. However, cleaning results can depend on age, wear, staining, material quality, prior treatment, and other conditions outside our control. We do not guarantee removal of every mark, odour, stain, or defect.
Our liability for loss or damage is limited to direct losses that are reasonably foreseeable and arise from our proven negligence or breach of contract. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. To the fullest extent permitted by law, we are not responsible for indirect or consequential losses, loss of profit, business interruption, loss of opportunity, or damage caused by pre-existing defects, unsuitable materials, or the actions of third parties.
If you believe damage has occurred, you must notify us as soon as reasonably possible and provide evidence where available, including photographs and a description of the incident. We may ask for access to inspect the alleged damage, assess causation, and consider remedial steps. Any claim may be reduced or rejected if you failed to inform us of a known risk, used unsuitable products before or after our visit, or did not take reasonable steps to prevent further loss.
6. Waste, Disposal, and Regulatory Compliance
Our service may involve the collection or movement of minor non-hazardous waste generated by cleaning activities, such as disposable cloths, packaging, dust, or general debris. Unless we have expressly agreed otherwise, we are not a waste carrier for bulky items, furniture, confidential materials, sharps, asbestos, clinical waste, or hazardous substances. Such items remain your responsibility and must be handled in accordance with applicable law.
You must not ask us to remove or dispose of materials that require special licences, authorisation, or treatment unless we have confirmed in writing that we can lawfully do so. This includes chemicals, paint, solvents, batteries, needles, and other controlled waste. If such items are encountered during a job, we may leave them in place, pause the service, or require you to arrange lawful removal. Any disposal undertaken by us will be limited to materials we are permitted to handle and will be done in a responsible manner.
Both parties agree to comply with all relevant UK laws and regulations relating to health and safety, environmental protection, waste management, and the handling of regulated substances. You are responsible for ensuring that the property and its contents can be cleaned without breaching landlord rules, building regulations, tenancy obligations, or other third-party requirements. We will not knowingly carry out work that would require us to act unlawfully or outside our permitted operational scope.
7. Complaints, Variations, and Force Majeure
If you are unhappy with any aspect of the service, you should raise the issue promptly so that we can investigate and, where appropriate, put matters right. Depending on the circumstances, this may involve a follow-up visit, a partial refund, or another reasonable remedy. We assess complaints on a case-by-case basis, taking into account the condition of the property, the agreed scope, and any relevant evidence. A complaint does not remove your obligation to pay any undisputed sums on time.
Any variation to the service, including changes to the scope, timing, price, or assigned personnel, should be agreed in writing or in another form we can reasonably verify. Verbal changes may not be binding unless confirmed by us. If a force majeure event occurs, meaning an event beyond our reasonable control such as extreme weather, public transport disruption, major equipment failure, civil disturbance, or legal restriction, we may suspend or adjust the service without liability for delay caused by that event.
These terms are intended to create a fair and practical framework for cleaning services and for the management of expectations on both sides. If any part of these terms is found unlawful, invalid, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. No waiver by us of any breach shall be deemed a waiver of any later breach.
8. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services provided, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer resident in another part of the UK, you may also benefit from mandatory protections under the law of your own jurisdiction where those protections apply and cannot be overridden by contract.
Any dispute not resolved amicably shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law requires otherwise. By booking with Cleaners Tooting, you acknowledge that you have read, understood, and agreed to these terms as the basis on which services are supplied. These conditions are designed to support a transparent service agreement, protect both parties, and ensure the work is delivered efficiently, lawfully, and with reasonable care.