Terms and Conditions for Cleaners W14

These Terms and Conditions set out the basis on which Cleaners W14 provides domestic and commercial cleaning services to customers in the UK. By making a booking, you agree to the following terms, which are designed to explain how our cleaning services are arranged, delivered, paid for, and cancelled. These terms apply to one-off appointments, recurring visits, and any related specialist cleaning work agreed in advance.

For clarity, references to “we”, “us”, and “our” mean the service provider operating under the Cleaners W14 brand, and references to “you” and “your” mean the customer or person making the booking. These terms are intended to be fair, practical, and consistent with UK consumer law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

By booking a service, you confirm that you have read and understood these conditions. If you are booking on behalf of someone else, you confirm that you have their authority to agree to these terms. It is your responsibility to provide accurate information about the property, access arrangements, and the cleaning tasks required so that we can allocate the correct time, equipment, and personnel.

1. Booking Process

All bookings for Cleaners W14 services must be requested in advance and are subject to availability. A booking is not confirmed until we have accepted the request and, where required, received any deposit or prepayment that may be specified at the time of booking. We may ask for details such as the property type, number of rooms, condition of the premises, preferred date, and any specialist requirements.

When you submit a booking request, you are making an offer to purchase cleaning services on these terms. We may accept or decline the request at our discretion, particularly where the work requested is outside our standard scope, involves safety concerns, or would require equipment or staffing not reasonably available. If we need to revise the quoted time or price after reviewing the property details, we will inform you before confirming the appointment.

You are responsible for ensuring that the property is accessible at the agreed time. This includes providing keys, access codes, parking details where relevant, and any instructions needed to enter the premises. If access is delayed or impossible because of incorrect information, we may charge for the lost time or treat the appointment as cancelled by you. Cleaners W14 reserves the right to refuse work if the property is unsafe, excessively hazardous, or not reasonably fit for cleaning.

2. Payments and Charges

Prices for cleaning services are generally based on the service type, duration, property size, condition, and any additional tasks agreed in advance. Unless stated otherwise, all charges are quoted in pounds sterling and may be subject to change if the scope of work changes or if the actual condition of the property differs materially from the description provided during booking.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service, although advance payment or a deposit may be required for certain appointments. We may also require payment in advance for repeat bookings, larger projects, or services involving specialist cleaning products or additional labour. If payment is not received when due, we reserve the right to suspend future services, charge reasonable recovery costs, and refuse further bookings until outstanding sums are settled.

Any additional work requested on the day must be approved before it begins and may be charged separately. For example, if the original booking is for routine cleaning but you later request deep cleaning, stain treatment, or removal of large debris, the price may need to be adjusted. Discounts, promotional rates, or package offers are valid only for the stated conditions and time period, and they may not be combined unless expressly permitted.

3. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a confirmed booking by giving notice within a reasonable period before the appointment. Unless a different cancellation policy is stated when the booking is made, late cancellations may incur a fee to cover reserved labour, travel, and administration costs. If the team has already been dispatched, arrived on site, or started work, you may be charged for the full or partial appointment as appropriate.

If you are not available at the agreed time, fail to provide access, or otherwise prevent the service from being completed, the booking may be treated as a no-show. In that event, we may charge the applicable cancellation or call-out fee and may also deduct the cost of any materials or specialist arrangements already made for the visit. Repeated missed appointments may result in refusal of future bookings.

We may need to reschedule due to staff illness, severe weather, traffic disruption, equipment failure, or other circumstances beyond our reasonable control. Where this happens, we will aim to offer a new appointment as soon as practicable. We are not liable for indirect losses arising from a lawful rescheduling, provided we act reasonably and keep you informed.

4. Service Standards and Customer Responsibilities

We will carry out the agreed cleaning tasks with reasonable care and skill, using appropriate methods and products for the surface or material involved. However, some items may require specialist treatment, and certain marks, stains, limescale, ingrained dirt, or wear may not be fully removable. Cleaners W14 does not guarantee that every result will be identical to a brand-new finish or that pre-existing damage can be reversed.

You must tell us in advance about fragile items, valuable belongings, hidden damage, alarms, pets, health and safety risks, or any surface that requires special handling. You should remove or secure items you do not want handled, unless we have expressly agreed to move or clean them. If you request that items be moved, we will do so only where reasonably safe and may refuse where there is a risk of injury or damage.

Where the service includes laundry, upholstery, appliances, external areas, or high-level cleaning, you accept that there may be limitations due to fabric type, material condition, weather, or the equipment available. We may decline to proceed with any task that appears unsafe, unlawful, or likely to cause damage beyond normal wear and tear.

5. Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract or negligence.

We are not responsible for pre-existing faults, hidden defects, unsuitable materials, ordinary wear and tear, or damage caused by poor installation, age, or improper maintenance of items within the property. We also do not accept responsibility for loss or damage caused by inaccurate instructions, failure to disclose risks, or access being left unsecured after our team has departed. Where a claim concerns an item of value, you must provide evidence of ownership and the item’s condition before the service.

To the fullest extent permitted by law, our total liability for any single booking will not exceed the total amount paid or payable for that specific booking, except where a higher limit is required by law. This limitation applies to claims in contract, tort, negligence, misrepresentation, or otherwise, however arising. Nothing in these terms affects your statutory rights as a consumer.

6. Waste Handling and Regulations

If the service includes waste removal or clearance-related tasks, both parties must comply with applicable UK waste laws and local disposal requirements. We will only remove waste that has been clearly agreed as part of the booking and that we are lawfully able to handle. We do not transport, store, or dispose of hazardous, clinical, or prohibited materials unless specifically authorised and legally permitted to do so.

You must accurately describe any waste, bulky items, sharps, chemicals, paint, electrical equipment, or contaminated materials before the appointment. If undisclosed items are found on arrival, we may refuse to remove them, may charge for additional handling time, or may cancel the waste-related portion of the service. Cleaners W14 waste handling services are limited to lawful, safe, and practical collection or disposal arrangements.

Where waste is removed, ownership of the items passes to us only if and when the items are lawfully accepted for disposal or transfer. You remain responsible for ensuring that no prohibited materials are mixed with ordinary refuse. If any waste is suspected to be hazardous or unsuitable for standard handling, we may stop work immediately and seek further instructions or specialist support.

7. Complaints, Claims, and Remedies

If you believe a service has not been delivered as agreed, you should notify us as soon as reasonably possible after the appointment. This allows us to review the issue, inspect the relevant area if necessary, and decide whether a re-clean, partial refund, or other reasonable remedy is appropriate. Claims raised long after the service may be harder to assess and may be rejected where evidence is no longer available.

Any complaint should be made in good faith and with sufficient detail to identify the issue. We may ask for photographs, invoices, or other evidence to help assess the matter. If a re-clean is offered, it may be the sole remedy available unless the issue is not capable of being resolved that way. We are not obliged to provide a refund where the issue results from inaccurate instructions, concealment of damage, or circumstances outside our control.

Nothing in this section affects your right to seek legal remedies where required by law. However, you agree to give us a reasonable opportunity to investigate and resolve any concern before starting formal proceedings. Any agreed remedy must be proportionate to the issue reported and may take account of the time, nature, and scope of the work originally booked.

8. Force Majeure and Suspension of Services

We will not be liable for delays or failure to perform any obligation where such delay or failure is caused by events beyond our reasonable control. These may include extreme weather, accident, fire, epidemic restrictions, transport disruption, strike action, utility failure, or government action. In such cases, performance may be suspended for the duration of the event.

If a force majeure event affects an appointment, we will aim to contact you and rearrange the service where possible. If the event continues for an extended period, either party may be able to cancel the affected booking without liability for consequential loss. Any prepayment for work not performed will be dealt with fairly in accordance with the circumstances and applicable law.

We may also suspend or discontinue services if we reasonably believe that continuing would put staff, property, or members of the public at risk. This includes situations involving abuse, threats, unsafe conditions, or failure to comply with reasonable instructions necessary for the safe delivery of cleaning and maintenance services.

9. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, different mandatory legal rules may apply to certain consumer rights or court procedures, but the governing law of the contract will remain as stated unless otherwise required by law.

Any dispute arising from or connected with these terms, the booking process, payment, cancellation, liability, or waste handling shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. We recommend that disputes are first raised directly so they can be resolved promptly and proportionately without unnecessary escalation.

By using the Cleaners W14 service, you agree that these Terms and Conditions form the full agreement between you and us in relation to the booking, unless a separate written contract has been agreed. If any provision is amended, the updated version will apply only to future bookings unless otherwise stated. Continued use of the service after any change indicates acceptance of the revised terms.