Terms and Conditions for Cleaners St Johns Wood

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners St Johns Wood. They apply to domestic and commercial cleaning appointments arranged through our booking process, whether the service is a one-off visit, a regular schedule, or a specialist clean. By making a booking, the customer agrees to these terms in full.

The purpose of this page is to explain the key rules that govern service delivery, payment, cancellations, and liability. It also explains the customer’s responsibilities in relation to access, safety, waste, and reasonable cooperation so that the service can be completed efficiently and lawfully.

These terms are written in clear, practical language and should be read before confirming any appointment. They do not affect statutory rights that cannot legally be excluded or limited. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

1. Booking Process

A booking is formed when the customer requests a service, the job details are confirmed, and the appointment is accepted. The request may include the type of cleaning required, the property size, the preferred date and time, and any special instructions. Cleaners St Johns Wood may ask for photographs or additional information to assess the likely scope of work and to confirm the appropriate team, equipment, and time allocation.

All bookings are subject to availability. Any estimate, quotation, or proposed schedule given before the job starts is based on the information supplied at the time of booking. If the actual condition of the premises differs significantly from what was described, the service provider may revise the price, adjust the time required, or offer a modified service. Customers are expected to provide accurate and complete information when arranging their cleaning service.

For recurring appointments, the agreed frequency, day, and time slot will be recorded where possible, but these may be adjusted in response to operational requirements, staff availability, or customer request. The service provider may refuse a booking where the work is outside the normal scope of service, unsafe, unlawful, or impractical to complete in the proposed timeframe.

2. Service Standards and Customer Responsibilities

The team will carry out cleaning services using reasonable skill and care, and in line with the job description agreed at booking. Unless stated otherwise, the service is limited to cleaning tasks that are practical, safe, and appropriate for the surfaces and fittings present. Customers must ensure that the property is reasonably prepared for cleaning, including suitable access to the premises, working utilities where required, and the removal of personal items, valuables, or fragile objects that could obstruct the service.

Customers are responsible for informing the service provider of any hazards before work begins. This includes, without limitation, risks relating to pets, aggressive behaviour, unstable furniture, exposed wiring, structural damage, asbestos, biohazards, mould beyond normal domestic levels, or materials requiring specialist treatment. If a cleaner considers that a task is unsafe or outside the agreed scope, the cleaner may decline to perform it without breaching these terms.

Where keys, access codes, fobs, or entry instructions are provided, the customer is responsible for ensuring they are correct and usable. Any loss caused by inaccurate access details, delayed entry, or failure to provide access may result in an additional charge or cancellation fee, depending on the circumstances. If the cleaner is unable to gain access at the agreed time, the booking may be treated as a late cancellation or failed appointment.

3. Payments, Charges, and Invoicing

Payment terms will be agreed at the time of booking or stated on the invoice. Unless otherwise specified, payment is due upon completion of the service or before the appointment where prepayment is required. Cleaning services St Johns Wood may be priced by the hour, by the job, or by reference to a fixed quotation. Any quoted price is based on the information provided by the customer and on normal working conditions.

If the actual work takes longer than anticipated because the property is in a significantly different condition, or because additional tasks are requested during the visit, the final charge may be adjusted accordingly. Additional work must be approved before it is carried out wherever reasonably possible. Charges may also apply for parking, congestion-related costs, specialist materials, or other reasonable third-party expenses if these are disclosed in advance or are unavoidable in performing the service.

Invoices must be paid in full by the due date shown. If payment is not received on time, the service provider may suspend further bookings, withhold future appointments, or charge reasonable recovery costs where permitted by law. Customers are responsible for any bank fees, currency conversion charges, or failed payment costs imposed by their payment provider.

4. Cancellations, Rescheduling, and Late Changes

Customers may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the type of service, the duration of the appointment, and whether materials, staffing, or specialist equipment have already been allocated. Where a cancellation is made too late to reassign the time slot, a cancellation charge may apply.

Any appointment cancelled on arrival, or where access is refused or unavailable, may be charged in full or in part if the team has already travelled to the property or incurred costs. If the customer wishes to change the scope of the booking shortly before the appointment, the provider may accept the change, decline it, or reprice the job. The ability to reschedule is always subject to availability.

The service provider may cancel or postpone a booking if there are operational issues, staff sickness, unsafe working conditions, or any reason beyond reasonable control. In such cases, a new appointment will usually be offered. The provider will not be liable for indirect loss resulting from a necessary reschedule, provided that reasonable steps are taken to minimise inconvenience.

5. Liability and Limitations

The service provider will take reasonable care while working in the customer’s property. However, liability is limited to loss or damage that is directly caused by proven negligence or breach of these terms. The provider is not responsible for pre-existing damage, hidden defects, wear and tear, fragile items that were not disclosed, or damage arising from unsuitable materials, poor installation, or age-related deterioration.

Customers should remove or secure valuable, sentimental, delicate, or irreplaceable items before the appointment. The service provider accepts no responsibility for loss of items left in unsafe positions, unlabelled, or not declared in advance where this contributed to the loss. If any incident occurs, the customer must notify the provider as soon as reasonably possible and allow a fair opportunity to inspect the issue.

Nothing in these terms excludes 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 those exceptions, the service provider’s total liability for any claim shall not exceed the amount paid or payable for the specific service giving rise to the claim, unless a higher amount is required by law.

6. Waste Regulations and Disposal Rules

The handling and disposal of waste must comply with applicable UK waste regulations. Cleaning teams may remove general waste generated during the service only where this is part of the agreed job and where the waste is lawful, non-hazardous, and safely manageable. The customer remains responsible for ensuring that waste disposal arrangements are lawful and appropriate for the materials involved.

Items that are hazardous, clinical, sharp, infectious, electrical, chemical, or otherwise regulated will not be handled or removed unless this has been expressly agreed in writing and can be carried out lawfully. Any waste that requires a licensed carrier, specialist container, or authorised disposal method must be identified by the customer in advance. The service provider may refuse to move, bag, or transport such waste if doing so would breach legal requirements or create a health and safety risk.

Where waste is left behind after a clean, the customer must dispose of it in accordance with local authority and environmental rules. The service provider accepts no responsibility for fines, penalties, or enforcement action arising from unlawful waste disposal if the customer gave incomplete information, instructed the team to act outside the law, or failed to arrange compliant disposal.

7. Complaints, Rectification, and Service Issues

If the customer believes that a service has not been completed in accordance with these terms, the issue should be raised promptly so that it can be reviewed. The service provider may, at its discretion, offer a re-clean, partial refund, or another reasonable remedy where a genuine service shortfall is confirmed. Any complaint should be supported by clear details of the concern and, where relevant, photographs taken soon after the visit.

A complaint will not be accepted where the concern arises from unrealistic expectations, changes to the property after the service, inadequate preparation, or matters outside the agreed scope. The provider is entitled to a fair opportunity to inspect and, where appropriate, remedy the issue before any third-party action is taken. This approach helps ensure that disagreements are handled proportionately and efficiently.

No waiver of a right or remedy shall be considered a permanent waiver unless confirmed in writing. Any tolerance shown by the provider in relation to late payments, minor variations, or scheduling changes shall not prevent later enforcement of these terms.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising from them, shall be governed by and interpreted in accordance with the laws of England and Wales. If a customer is located elsewhere in the United Kingdom, the applicable mandatory consumer protections of that jurisdiction will still apply where required by law. The parties agree that the courts of England and Wales shall have jurisdiction over any dispute that cannot be resolved amicably.

By placing a booking with Cleaners St Johns Wood, the customer confirms that they have read, understood, and agreed to these terms. If the customer is booking on behalf of another person, they confirm that they have authority to accept the terms on that person’s behalf. These terms form the complete agreement between the parties in relation to the services described and supersede any prior informal discussions or statements that are inconsistent with them.

The service provider may update these terms from time to time to reflect operational changes or legal requirements, and the version in force at the time of booking will apply unless a change is required by law.