Terms and Conditions for Cleaner Roehampton

These Terms and Conditions set out the basis on which Cleaner Roehampton provides domestic and light commercial cleaning services in the UK. By making a booking, you agree to these terms, which are intended to protect both the customer and the cleaning service provider. Please read them carefully before confirming any cleaning appointment.

For the purposes of these terms, references to “we”, “us”, and “our” mean Cleaner Roehampton, and references to “you” and “your” mean the individual or business placing the booking. These terms apply to all standard cleaning, one-off cleaning, end-of-tenancy cleaning, deep cleaning, and any other agreed cleaning service supplied under the Cleaner Roehampton name.

We reserve the right to update these Terms and Conditions from time to time. Any changes will apply from the date they are published or otherwise communicated, except where a booking has already been confirmed, in which case the terms in force at the time of confirmation will generally apply unless a change is required by law.

Booking Process

A booking with Cleaner Roehampton is formed when you request a service and we accept that request. Booking requests may be made by phone, email, online form, or any other method we make available from time to time. A request does not guarantee availability, and the booking is only confirmed once we have acknowledged it and provided the agreed service details, including the date, time, approximate duration, and price or pricing basis.

When arranging a Roehampton cleaning service, you must provide accurate and complete information about the property, the type of clean required, access conditions, parking restrictions, security requirements, and any special instructions that may affect the work. If any information provided is inaccurate or incomplete, we may need to revise the quote, reschedule the service, or decline to proceed if the job cannot reasonably be completed safely or effectively.

We may ask for photographs, a short description of the premises, or other information necessary to assess the job. This is particularly relevant for a cleaning service in Roehampton where the scope of work may vary from a routine clean to a more specialised service. Any estimate given before an on-site assessment is based on the information supplied by you and may change if the actual condition of the property differs materially from what was described.

Service Scope and Access

Our cleaners will perform the tasks agreed in advance and will use reasonable care and skill in carrying them out. Unless specifically agreed otherwise, the service will include standard domestic cleaning tasks and will not include work requiring specialist equipment, dangerous access, heavy lifting, biohazard handling, pest control, or the removal of items that are permanently fixed or unsafe to move.

You must ensure that our team has safe access to the property at the agreed time. If access is delayed or prevented because of missing keys, incorrect entry codes, no one being available to grant access, poor directions, or similar issues, we may charge for waiting time, a failed visit, or the full appointment fee where we have attended and were unable to start the service through no fault of our own.

You are also responsible for securing valuables, sensitive documents, cash, jewellery, medication, and fragile items before the service begins. While our Cleaner Roehampton team will act with care, you should remove or identify items that require special handling. We may decline to clean areas or items that appear unsafe, delicate, or unsuitable for standard cleaning procedures.

Payments and Charges

All prices will be stated in pounds sterling unless otherwise agreed. Charges may be based on hourly rates, fixed fees, package prices, or a combination of these, depending on the service arranged. Where a quotation is provided, it may be subject to change if the property condition, size, or requested work differs from the original description or if additional tasks are agreed during the appointment.

Unless we agree otherwise in writing, payment is due on completion of the service or, for certain bookings, in advance. We may require a deposit to secure the appointment, especially for larger jobs, end-of-tenancy work, or bookings made at short notice. Any deposit paid will be applied to the final invoice unless the booking is cancelled in accordance with these terms.

If payment is not received by the due date, we may suspend future bookings, charge reasonable recovery costs, and where permitted by law, apply interest or administration charges on overdue sums. You remain responsible for any bank charges, card processing reversals, chargeback-related costs, or fees arising from failed payment methods that are not caused by our error.

Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a Cleaner Roehampton service by giving us reasonable notice. The amount of notice required may vary depending on the type and size of the booking, but generally we ask for at least 24 to 48 hours’ notice where possible. This allows us to reallocate the appointment and minimise disruption to our team and other customers.

If you cancel within a short-notice period, fail to provide access, or are otherwise unable to proceed with the booking at the agreed time, we may charge a cancellation fee, retain a deposit, or invoice part or all of the booked amount if we have reserved time and resources specifically for your appointment. The exact charge will depend on the circumstances, the notice given, and any loss incurred.

We may also need to cancel or reschedule due to illness, safety concerns, weather disruption, equipment failure, staff shortage, or any event beyond our reasonable control. In such cases, we will aim to offer an alternative appointment time. We will not be liable for indirect losses arising from a rescheduled booking, provided we act reasonably and in good faith.

Customer Obligations

You agree to ensure that the property is reasonably ready for cleaning and that floors, surfaces, and work areas are accessible. Where items must be moved in order to clean, you are responsible for informing us in advance if you do not want items shifted. If pets are present, they must be secured or supervised so that our cleaners can work safely and without obstruction.

You must inform us before the appointment of any known hazards, including broken glass, exposed wiring, sharp objects, unstable fittings, severe mould, bodily fluids, infestation, or hazardous substances. If such hazards are discovered during the service, our cleaners may stop work immediately in the affected area and ask for further instructions or refuse to continue if the risk is unacceptable.

If you request additional work on the day, such as extra rooms, deep-clean tasks, or stain treatment, we may agree to perform it subject to time availability, suitable equipment, and any additional cost. Any agreed changes may be charged separately and may extend the duration of the service.

Liability and Insurance

We will take reasonable care when providing Cleaner Roehampton services, and we maintain appropriate insurance cover for the nature of our operations. However, liability is limited to losses that are a foreseeable result of our breach of contract or negligence, and only to the extent permitted by UK law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

We are not responsible for pre-existing damage, wear and tear, faulty fixtures, poorly maintained surfaces, hidden defects, or deterioration caused by age or material condition. Some materials, including untreated wood, natural stone, antique fittings, delicate fabrics, and specialist surfaces, may react unpredictably to standard cleaning products. You should tell us in advance about any such surfaces so we can decide whether a suitable method is available.

Where a claim is made for damage or loss, you must notify us as soon as reasonably possible and provide evidence, including photographs and a description of what occurred. We may inspect the area and any relevant equipment or materials before determining whether the issue falls within our responsibility. We will not be liable for consequential or indirect loss, loss of profit, or loss of business opportunity.

Waste Regulations and Disposal

Our cleaning services are provided in line with applicable UK waste and environmental requirements. We will not remove or dispose of controlled, hazardous, or regulated waste unless this has been specifically agreed in advance and we are legally permitted to do so. This includes materials such as chemicals, asbestos, needles, medical waste, batteries, paint tins, and other items subject to special handling rules.

Where waste removal is included in the service, the waste must be ordinary household or non-hazardous waste that can lawfully be handled through normal disposal channels. You are responsible for informing us if any item may be classed as hazardous, contaminated, or restricted. If such materials are encountered unexpectedly, we may leave them in place, seek further instructions, or stop work in the affected area.

You agree not to ask our cleaners to dispose of items in a manner that would breach environmental law, local authority rules, waste transfer requirements, or health and safety obligations. If we arrange disposal on your behalf, you may be charged any third-party disposal fees, transport costs, or compliance-related expenses incurred in connection with lawful removal.

Complaints and Rectification

If you are dissatisfied with any part of the service, you should notify us promptly and provide reasonable detail about the issue. Where appropriate, we may offer to revisit the property to inspect or rectify a genuine problem within a reasonable period after the original service date. Any such remedial visit is offered without admission of liability and does not affect your statutory rights.

We may decline to remedy a complaint if the issue arises from factors outside our control, such as insufficient access, inaccurate instructions, unsuitable conditions, or the nature of the surface being cleaned. In assessing a complaint, we may consider the service notes, photographs, the pre-booking information, and the state of the property at the time of attendance.

Any claim relating to the quality of the cleaning must be made within a reasonable time and before the relevant area is re-used, altered, or professionally treated by another contractor, as this may prevent us from verifying the issue and determining what happened.

Termination and Suspension

We may suspend or terminate a booking or ongoing service arrangement if you fail to pay, provide unsafe working conditions, repeatedly give inaccurate information, or behave in a way that places staff at risk. We may also refuse service where the requested work is unlawful, impractical, or outside our service standards.

If a recurring cleaning arrangement is terminated by either party, any outstanding fees for completed work, cancellation charges, or other agreed sums remain payable. We will endeavour to give reasonable notice where practicable, but immediate termination may be necessary in cases involving safety, misconduct, or legal compliance.

Termination does not affect rights and obligations that are intended to continue after the service ends, including payment obligations, liability limitations, complaints handling, and governing law provisions.

Force Majeure

We are not responsible for delays or failure to perform our obligations where caused by events beyond our reasonable control. These may include extreme weather, transport disruption, pandemic restrictions, power failures, industrial action, civil emergencies, or acts of government or third parties. If such an event occurs, we will make reasonable efforts to rearrange the service or otherwise minimise inconvenience.

If the event continues for an extended period, either party may cancel the affected booking without further liability, except for payment due for services already carried out or non-recoverable costs already incurred with your agreement.

This clause is intended to operate in a fair and practical way and does not reduce your rights where the law requires a different outcome.

Data, Privacy, and Communications

We will use the personal information you provide only for legitimate business purposes connected with the booking, delivery of cleaning services, administration, payment processing, and record keeping. We will handle such information in accordance with applicable data protection law. You are responsible for ensuring that any information supplied to us is accurate and up to date.

We may contact you by telephone, email, or message to confirm appointments, request further details, or notify you of schedule changes. By making a booking, you consent to receiving service-related communications necessary for us to complete the contract. We will not use your information for unrelated purposes unless permitted by law or by separate consent.

Governing Law and Jurisdiction

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. If you live in Scotland or Northern Ireland, mandatory consumer protections of your home jurisdiction may still apply where required by law.

The courts of England and Wales shall have exclusive jurisdiction over any dispute that cannot be resolved amicably between the parties, except where legal rules require a different forum. Nothing in these terms prevents either party from seeking informal resolution before starting formal proceedings.

Cleaner Roehampton aims to deliver a professional, reliable service with transparent terms. By booking with us, you confirm that you have read, understood, and accepted these conditions and that you are authorised to agree to them on behalf of the property owner or occupier where relevant.