Terms and Conditions for Clapham Cleaners

These Terms and Conditions set out the basis on which Clapham Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer confirms that they have read, understood and agreed to these terms. These conditions apply to all standard and one-off cleaning appointments, end of tenancy cleans, deep cleaning services, and any related add-on tasks agreed in advance. For clarity, references to “we”, “us” and “our” mean Clapham Cleaners, and references to “you” or “the customer” mean the individual or business arranging the service.

These terms are intended to create a clear and fair working relationship. They explain how bookings are accepted, when payment becomes due, how cancellations are handled, what liabilities are accepted and excluded, and how waste should be managed in line with applicable UK rules. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

Please read this document carefully before booking. If you proceed with a service request, it will be assumed that you accept these terms in full. Nothing in these terms affects your statutory rights as a consumer under UK law.

1. Booking Process

Bookings may be requested by telephone, email, online form, messaging platform, or any other method made available by Clapham Cleaners from time to time. A booking request does not guarantee availability. A booking is only confirmed when we have accepted the request, agreed the scope of work, and provided confirmation of the date, time, location, and service type. We reserve the right to decline any booking request at our discretion, including where we are unable to meet the customer’s requirements, staffing levels, access conditions, or scheduling constraints.

At the time of booking, you must provide accurate and complete information, including the address, property type, number of rooms or areas to be cleaned, required service level, and any known issues that may affect the cleaning process. This includes, without limitation, heavy staining, excessive clutter, fragile surfaces, pest concerns, restricted access, security systems, pets, or items requiring special handling. If the information provided is incomplete or inaccurate, we may revise the price, adjust the service scope, or refuse to carry out all or part of the work.

We may provide an estimate or quotation based on the details supplied. Any estimate is given in good faith but may change if the actual work required differs from the description provided at the time of booking. The customer is responsible for ensuring that the service requirements are stated clearly. If a site inspection or additional assessment is necessary, this may affect timing and cost. Clapham Cleaners may also require a deposit, card pre-authorisation, or other confirmation measure before the booking is secured.

2. Service Standards and Access

We will use reasonable care and skill in providing the cleaning service and will assign appropriately trained personnel. The customer must ensure that we have safe and reasonable access to the property at the agreed time. If access is not available, if entry is delayed, or if the service cannot begin due to circumstances within the customer’s control, we may charge a waiting fee, a call-out fee, or the full agreed price where appropriate. Time spent travelling to and from the property is not usually refunded if the service cannot proceed due to lack of access or incorrect information.

The customer must ensure the property is reasonably prepared for the service. This includes removing valuables, securing sensitive documents, disclosing any hazards, and making sure that utilities such as water and electricity are available unless otherwise agreed. We are not obliged to move heavy furniture, lift fixed appliances, or handle dangerous materials unless expressly agreed in writing. If we agree to move items, we do so only where it is safe and reasonable to do so.

Any special instructions should be provided in advance and confirmed by us. If you request cleaning products that are particular to your household or business, you must let us know before the appointment. We may use our own products and equipment unless otherwise agreed. If you require us to avoid specific chemicals or materials due to allergies, sensitivities, or surface requirements, this must be clearly stated at the time of booking.

3. Prices, Payments and Invoices

Unless stated otherwise, prices are quoted in pounds sterling and may be subject to VAT where applicable. Any quotation is based on the information provided and on the assumptions reasonably made at the time. If the actual service differs materially from the original request, we may amend the fee accordingly. This may include additional time, extra operatives, specialist equipment, or supplementary cleaning products required to complete the work to a reasonable standard.

Payment terms will be set out at the time of booking or in the invoice. For many services, payment is due on completion of the work; however, we may require payment in advance or a deposit for larger, repeated, or higher-risk bookings. Accepted payment methods may include bank transfer, card payment, cash, or other methods we choose to offer. Any bank charges, failed payment fees, or costs associated with collection of overdue sums may be charged to the customer where permitted by law.

Invoices must be paid by the due date stated on the invoice. If payment is not received on time, we may suspend further services, charge interest on overdue amounts in accordance with the Late Payment of Commercial Debts (Interest) Act 1998 where applicable, and recover reasonable costs incurred in collecting the debt. Where the customer disputes an invoice, they should notify us promptly and provide reasons and supporting information so that the matter can be reviewed.

Discounts, promotions, or special rates are offered at our discretion and may be withdrawn or amended at any time. They are normally valid only for the period and conditions stated. Unless expressly agreed, vouchers and promotions cannot be exchanged for cash and may not be combined with other offers. Any supply of products, such as cleaning materials or consumables, may be charged separately if not already included in the quotation.

4. Cancellations, Rescheduling and Late Changes

The customer may cancel or reschedule a booking by giving us reasonable notice. Unless a different arrangement is stated at the time of booking, the following cancellation terms apply: cancellations made with sufficient notice may be free of charge; cancellations made within a shorter notice period may incur a fee; and cancellations made on the day of the appointment or where access is refused may be charged in full. Any deposit paid may be retained or partially retained to reflect the loss of business time and administration costs.

If you need to reschedule, we will try to accommodate a new time or date, but alternative availability cannot be guaranteed. Repeated late changes, frequent cancellations, or unreasonable disruption to our schedule may lead us to decline future bookings. If we cancel or reschedule due to staff illness, severe weather, unsafe conditions, equipment failure, or any other event beyond our reasonable control, we will notify you as soon as reasonably practicable and offer an alternative appointment where possible.

5. Customer Responsibilities

It is the customer’s responsibility to ensure the property is in a condition that permits the agreed cleaning work to be carried out safely and effectively. This includes providing a suitable working environment, informing us of any known risks, and ensuring that persons who may be affected by the service are aware of the appointment. If children, vulnerable adults, pets, or third parties are present, the customer must take appropriate steps to ensure their safety and to prevent interference with the work.

The customer must also protect valuable, fragile, sentimental, or irreplaceable items. While our team will act with care, cleaning work can involve movement, dust, moisture, heat, pressure, and access to surfaces that may already be damaged or unstable. We cannot accept responsibility for pre-existing wear, age-related deterioration, hidden defects, or damage caused by unsuitable materials, incorrect installation, or poor maintenance.

Where the service includes specific tasks such as oven cleaning, carpet cleaning, appliance cleaning, or stain treatment, the customer acknowledges that some marks or odours may not be fully removable. Results can depend on the condition, age, and composition of the surface or item. We do not guarantee that every stain, mark, or smell can be completely eliminated, although we will use reasonable skill and care to achieve the best possible outcome.

6. Liability and Limitations

We accept liability for direct loss or damage only where it is caused by our proven negligence, breach of contract, or wilful misconduct. Our total liability for any claim arising from a particular booking shall be limited to the amount paid or payable for the relevant service, except where such limitation is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.

We are not liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, loss of data, or emotional distress arising from the service, except where the law requires otherwise. We are also not responsible for damage caused by unsuitable or defective fixtures, concealed faults, pre-existing damage, faulty installation, or the natural effects of cleaning on aged or fragile materials. If an item appears at risk during the service, we may stop work on that item and notify the customer.

If you believe we have caused damage, you must inform us as soon as reasonably possible and no later than 24 hours after the service, unless that is impracticable. You should provide photographs, a description of the issue, and any relevant details so that the matter can be investigated. We may request access to inspect the item or area before any repair, replacement, or compensation is discussed. No admission of liability will be made until a reasonable investigation has been completed.

7. Waste Regulations and Disposal

Where the service involves removal of waste, packaging, disposable cleaning materials, or unwanted debris, both parties must comply with applicable UK waste legislation, including the duty of care requirements under environmental law. Clapham Cleaners will dispose of waste only in a lawful and responsible manner and only where the service scope expressly includes such removal. We may refuse to handle, transport, or dispose of hazardous, restricted, clinical, electronic, or specialist waste unless we have agreed in writing to do so and are properly authorised to manage it.

The customer remains responsible for declaring any waste that may be hazardous, contaminated, sharp, heavy, or regulated. This includes, for example, chemicals, solvents, body fluids, needles, asbestos-containing materials, oils, batteries, paint, or electrical items requiring separate disposal. If such materials are discovered during cleaning and were not disclosed in advance, we may suspend the service and charge for time already spent. We may also require the customer to arrange compliant removal through the appropriate channels.

Where waste is collected or removed as part of the service, title to the waste passes only to the extent lawful and only for items we have agreed to take. The customer must not place in general waste any materials that require special treatment or consent. We may separate, bag, or label waste in a manner we consider appropriate, but we do not act as a licensed waste carrier unless we explicitly state otherwise and hold the required authorisation for the activity involved.

8. Complaints, Changes to Terms and Force Majeure

Any complaint about the service should be raised promptly so that we can investigate and, where appropriate, remedy the issue. We may offer a return visit, partial refund, or other proportionate solution depending on the circumstances. A complaint will not entitle the customer to withhold payment for the entire service unless required by law or expressly agreed in writing. Where possible, both parties should act reasonably and cooperate to resolve any issue without unnecessary delay.

We may update these Terms and Conditions from time to time. Updated terms will apply to future bookings once published or otherwise communicated. The terms applicable to your booking will normally be those in force at the time the booking was confirmed, unless a change in law requires an immediate update or the parties agree otherwise. If a service is repeated under an ongoing arrangement, the revised terms may apply to later visits after notice is given.

If either party is prevented from performing obligations due to events beyond reasonable control, including but not limited to extreme weather, fire, flood, civil disturbance, industrial action, power failure, transport disruption, public health restrictions, or other force majeure events, performance may be delayed or suspended without liability for failure to perform during that period. We will make reasonable efforts to resume services when circumstances allow.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and interpreted in accordance with the laws of England and Wales. If the customer is ordinarily resident in Scotland or Northern Ireland, any mandatory consumer protections that apply in those jurisdictions will not be affected where the law requires their application.

The courts of England and Wales shall have non-exclusive jurisdiction over disputes arising from these terms, although this does not prevent either party from seeking alternative dispute resolution where appropriate. The parties should first attempt to resolve disputes in good faith before starting formal proceedings. This approach helps to avoid unnecessary delay and cost and reflects the practical nature of a service agreement.

By booking with Clapham Cleaners, the customer confirms that they have authority to arrange the service at the property concerned and that the information supplied is true and complete to the best of their knowledge. These Terms and Conditions form the entire agreement between the parties relating to the relevant service, unless varied in writing and agreed by both parties. No waiver of any term will be effective unless made in writing.