Cleaner Twickenham Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Twickenham, also referred to in these Terms as cleaning services in Twickenham, Twickenham cleaners, our cleaning team, or the Company, provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, allowing access to premises, or otherwise using our services, the customer agrees to be bound by these Terms. Please read them carefully before placing a booking.

These Terms are intended to create a clear and fair framework for the supply of cleaning services, including regular domestic cleans, one-off cleans, deep cleans, end-of-tenancy cleans, and related support services that may be agreed in writing. They are drafted to reflect standard UK service practice and are designed to protect both the customer and the Company. Where a specific written agreement, quotation, or service schedule differs from these Terms, the written agreement will apply only to the extent of that difference.

In these Terms, references to you or the customer mean the person, business, or organisation booking the service. References to we, us, or our mean the Company. Headings are for convenience only and do not affect interpretation. If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

1. Booking Process

Bookings may be requested by the customer after receiving a quotation or estimated price. A booking is not confirmed until it has been accepted by us, availability has been checked, and any required deposit or payment has been received where applicable. Cleaner Twickenham may ask for details such as the type of property, size of the premises, condition of the area to be cleaned, preferred date and time, parking or access restrictions, and any special instructions relevant to safe and effective service delivery.

All quotations are based on the information provided at the time of enquiry. If the actual condition of the property differs significantly from the description given, or if the work required exceeds the expected scope, we may revise the price, service duration, or staffing level before continuing. Any change in service scope will be discussed with the customer where reasonably practicable. The customer is responsible for providing accurate information and for ensuring that the service requested is suitable for the premises.

We may allocate staff or subcontracted personnel as necessary to deliver the service. While we aim to keep continuity where possible, the customer does not have the right to insist on a specific cleaner unless this has been expressly agreed in writing. Appointment times are approximate unless expressly confirmed as fixed. Reasonable variations in timing may occur due to travel, previous appointments, weather, access issues, or other operational circumstances.

2. Payments, Charges, and Invoicing

Charges will be as stated in the quotation, booking confirmation, price list, or written agreement. Unless otherwise agreed, all prices are payable in pounds sterling and may be subject to VAT where applicable. We reserve the right to adjust pricing where the customer requests additional tasks, the cleaning time is extended, or the premises require more intensive work than originally anticipated.

Payment terms will be confirmed at the time of booking. For some services, full payment may be required in advance; for others, payment may be due on the day of service or within an agreed invoice period. If payment is made by bank transfer, card, or direct debit, the customer must ensure funds are available and payment details are correct. Where an invoice is issued, it must be paid by the due date shown on the invoice unless otherwise agreed in writing.

Late or failed payments may result in suspension of further services, cancellation of future bookings, and recovery action for outstanding amounts. We may charge reasonable administrative costs, statutory interest, and compensation for late payment where permitted by law. The customer is responsible for any bank charges, chargeback costs, or payment processing failures caused by incorrect payment instructions or disputed transactions not made in good faith.

3. Cancellations, Rescheduling, and Access

Customers may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is stated in the booking terms, a minimum of 24 hours’ notice is normally required for standard domestic appointments and a longer notice period may apply for larger, one-off, or specialist cleans. If insufficient notice is given, we may charge a cancellation fee or retain part of any deposit to reflect time reserved and costs incurred.

Where a customer is not available at the agreed time, or where our team cannot gain safe access to the premises, the booking may be treated as a late cancellation. The customer must ensure that keys, codes, alarms, security arrangements, and access instructions are provided accurately and in advance. We accept no responsibility for delays or missed appointments arising from incorrect, incomplete, or inaccessible access arrangements.

We may reschedule or cancel a service where necessary due to staff illness, unsafe conditions, severe weather, equipment failure, suspected fraud, non-payment, or any other event outside our reasonable control. In such cases, we will use reasonable efforts to offer an alternative appointment. Our liability for cancellation in these circumstances is limited to refunding any prepayment for the affected service, unless otherwise required by law.

4. Customer Responsibilities

To allow us to provide services safely and efficiently, the customer must ensure that the property is reasonably accessible, electricity and water are available where required, and any hazards are disclosed before work begins. Valuable, fragile, sentimental, or easily damaged items should be secured or removed in advance. We may refuse to clean areas that pose a health and safety risk or where the customer asks us to handle unsuitable materials or items.

The customer is responsible for informing us about pets, alarm systems, asbestos, mould, bodily fluids, needles, biohazards, pest infestations, or other potentially dangerous conditions. Our standard service does not include specialist remediation, heavy lifting, or work requiring licences, protective permits, or specialist training unless expressly agreed in writing. If the premises are unsuitable for normal cleaning, we may decline to start or may stop work until the issue is resolved.

Where the customer supplies products or equipment, they must be safe, in good working order, and suitable for the intended purpose. We are not responsible for poor results, damage, or health issues caused by defective, unsafe, or inappropriate materials supplied by the customer. We may use our own cleaning materials unless the customer requests otherwise and this has been agreed in advance.

5. Liability and Insurance

We will use reasonable care and skill in performing the services. However, cleaning involves contact with surfaces and materials that may be fragile, worn, defective, improperly installed, or susceptible to pre-existing damage. We are not liable for loss or damage arising from normal wear and tear, hidden defects, existing faults, deterioration over time, or circumstances beyond our control.

Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability for any claim connected with a service shall be limited to the amount paid or payable for the specific service in question, except where a different limit is required by law.

Any claim for damage, shortage, or unsatisfactory service should be raised as soon as reasonably possible and, where practicable, before the team leaves the premises. The customer must allow us a reasonable opportunity to inspect, investigate, or remedy the issue. We may, at our discretion, offer a re-clean, partial refund, or other reasonable remedy rather than monetary compensation. Claims not reported promptly may be harder to verify and may not be accepted where delay has prejudiced our ability to assess the issue.

6. Waste Regulations and Disposal

Our cleaning services may involve the collection and removal of general waste generated during the service, such as disposable cloths, packaging, dust, dirt, and other non-hazardous material, where this has been agreed. The customer remains responsible for ensuring that any waste generated at the property is disposed of lawfully, unless we have expressly agreed to remove it as part of the service. We will only handle waste in a manner permitted by applicable UK waste rules and health and safety requirements.

We do not remove hazardous waste unless this is specifically arranged in advance and lawfully permitted. Hazardous waste may include chemicals, clinical waste, sharps, asbestos, paint tins, solvents, oils, and any material requiring specialist handling, carriage, or disposal. If such items are found, we may stop work in the affected area and notify the customer. We are not responsible for fines, enforcement action, or costs arising from the customer’s failure to store, label, separate, or dispose of waste lawfully.

Where waste transfer, skip use, recycling, or licensed disposal is required, the customer must provide accurate information and cooperate with any reasonable instructions. We reserve the right to decline removal of any item that could expose us to legal, environmental, or safety risk. Any disposal service we agree to provide will be limited to what is expressly included in the booking confirmation or quotation.

7. Complaints, Remedies, and Service Standards

We aim to provide a professional and consistent service, but if the customer is dissatisfied, they should notify us promptly with a clear description of the issue. We may ask for photographs, access to the site, or other relevant information to assess the complaint. Where appropriate, we may return to re-clean the affected area or offer another reasonable remedy within a suitable time.

Complaints will not automatically entitle the customer to a refund if the service was substantially provided and the issue can be resolved by reasonable corrective action. We will consider each matter fairly and proportionately, taking into account the instructions provided, the condition of the property, the scope of work, and the customer’s conduct. The customer must not withhold payment for an entire service because of a disputed part of the work, unless required by law or expressly agreed.

Nothing in these Terms affects the customer’s statutory rights as a consumer where those rights apply. However, any remedy will be limited to what is fair and lawful in the circumstances. We may decline further work where the relationship has broken down, where the customer behaves abusively, or where continuing the service would be unsafe, impracticable, or commercially unreasonable.

8. Governing Law and General Provisions

These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer resides in Scotland or Northern Ireland and mandatory local consumer law provides otherwise. If any term is found invalid or unenforceable, that term shall be severed to the extent necessary and the remainder shall continue in force.

We may update these Terms from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of booking will apply to that booking unless a change is required by law. Customers are responsible for reviewing the current terms before placing a new booking. No variation of these Terms will be effective unless agreed in writing by an authorised representative of the Company.

These Terms, together with the booking confirmation, quotation, and any agreed written service instructions, form the entire agreement between the parties in relation to the relevant service. No person other than the parties to the agreement shall have any rights under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated. The customer may not assign or transfer rights or obligations without our written consent.