Terms and Conditions for Cleaners Stjohnswood
Welcome to the terms and conditions for cleaners Stjohnswood. These terms explain how our cleaning services are booked, delivered, paid for, cancelled and governed. By making a booking, you agree to these terms in full. They are intended to set clear expectations for both the customer and the service provider, and to support a professional, reliable and transparent relationship.
Throughout this document, references to we, us, and our mean the cleaning company providing the service, and references to you and your mean the customer, client, property owner, tenant, or authorised representative making the booking. These terms apply to domestic and commercial cleaning services unless otherwise stated in writing. Where a particular service is subject to separate written terms, those terms will apply in addition to these conditions.
We aim to make the booking process straightforward while keeping it clear and fair. A booking becomes confirmed only when we have accepted the request and agreed the date, time, service type, and any special requirements. The exact scope of work should be set out before the appointment begins so that our cleaners Stjohnswood team can allocate the correct time, materials, and personnel. If details are incomplete or inaccurate, we may need to revise the quote or reschedule the appointment.
To ensure a smooth experience, you must provide accurate information when making a booking. This includes the property address, access instructions, parking restrictions, service expectations, and any health, safety, or security considerations. If the property has specific materials, surfaces, appliances, or fixtures requiring special care, you should inform us before the service starts. We may refuse or adjust a booking if the premises present a risk that was not disclosed at the time of booking.
We reserve the right to decline a booking at our discretion, including where the requested service is outside our usual scope, where access is impractical, or where the property condition is materially different from the information provided. If we agree to proceed despite such issues, we may charge additional fees to reflect the extra time or resources required. Any estimate or quote provided before inspection is based on the information given and may change if the actual work differs from the original description.
The customer must ensure that someone authorised is available to grant access if needed. If access cannot be gained at the agreed time, the appointment may be treated as a late cancellation or wasted visit. Any delay caused by the customer may reduce the time available for the service, and we may not be able to complete every task originally requested. Our cleaning services Stjohnswood are scheduled on the basis that the property is reasonably ready for work to begin at the agreed start time.
Payments must be made in full in accordance with the agreed invoice, quote, or booking confirmation. Unless otherwise agreed, fees are due immediately upon completion of the service or in advance for certain recurring or specialist work. We may require a deposit for larger bookings, one-off deep cleans, end-of-tenancy work, or appointments that require reserved labour or materials. Deposits are usually non-refundable except where we cancel the service or fail to provide it for reasons within our control.
We accept payment methods as specified at the time of booking. If payment is not received by the due date, we may suspend future services, charge reasonable recovery costs where permitted by law, and reserve the right to pursue the debt through lawful means. Any discounts, promotional rates, or package prices apply only where expressly stated and may be withdrawn if the booking is changed. Prices may also be revised for additional work requested on site, subject to your approval where practical.
Unless the invoice states otherwise, all prices are exclusive of any applicable tax. If the scope of work changes during the appointment, the final amount may be adjusted to reflect the revised service. Our professional cleaners Stjohnswood will not be required to continue beyond the agreed work without confirmation that the revised cost is acceptable. If there is a dispute over the amount due, you must raise it promptly so that we can review the issue fairly and efficiently.
Cancellations and rescheduling must be made as early as possible. If you need to cancel or change an appointment, you should provide reasonable notice to avoid charges. Unless a different notice period is agreed in writing, cancellations made less than 24 hours before the scheduled start time may be charged in full or in part, depending on the time reserved and any costs already incurred. For recurring services, repeated short-notice changes may result in revised booking terms.
If we need to cancel or reschedule due to staff illness, unsafe conditions, severe weather, transport disruption, or other circumstances beyond our control, we will seek to arrange an alternative appointment as soon as reasonably practicable. Where possible, we will give notice and offer a suitable replacement time. We are not responsible for indirect loss arising from such changes, but we will always act in good faith and try to minimise inconvenience. A customer may also request a new appointment if the original time is no longer suitable.
Where a customer is not present and access is not available, or where the premises are unsuitable for the service to proceed, we may cancel the visit and charge for the wasted time, travel, or any allocated staff cost. Our cleaners Stjohnswood service is built around planned labour and scheduling, so repeated no-shows or last-minute failures to provide access may lead to future bookings being refused or requiring prepayment. We may also end a booking early if the property becomes unsafe.
Our liability is limited to the extent permitted by UK law. We will take reasonable care while carrying out cleaning work, but we are not liable for pre-existing damage, wear and tear, hidden defects, poor installation, or deterioration caused by age, moisture, or unsuitable materials. You are responsible for telling us about fragile items, delicate surfaces, known faults, and any fixtures that require special handling. If an item is valuable, irreplaceable, or especially sensitive, it should be removed or specifically identified before work begins.
If we cause direct loss or damage due to proven negligence, our liability will ordinarily be limited to the reasonable cost of repair or replacement, taking into account age, condition, and depreciation. We will not be liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential losses. 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 be excluded under law.
We may move lightweight household items, furniture, or equipment if reasonably necessary to clean effectively, but we are not responsible for securing loose fittings, reassembling items, or restoring contents to their original arrangement unless agreed in advance. If you ask us to clean around items that should be moved first, you accept the risk that some areas may not be fully reached. Our cleaning company Stjohnswood will use reasonable skill and care, but you remain responsible for safeguarding valuables, documents, cash, jewellery, and other personal possessions.
Waste handling and disposal must comply with applicable UK regulations. We will not dispose of hazardous waste, clinical waste, asbestos, chemicals, sharps, or other controlled materials unless this has been expressly agreed in writing and we are legally permitted to do so. Any waste produced during the service, including general rubbish removed from communal areas or domestic spaces, must be stored, segregated, and disposed of lawfully. You are responsible for ensuring that no prohibited materials are left for collection unless prior arrangements have been made.
If our work generates waste that requires special handling, we may pause the service until appropriate instructions are provided. We will not flush, pour away, or otherwise release substances in a manner that could breach environmental or waste regulations. You confirm that the property is not contaminated in any way that would create a legal or health and safety risk for our staff. If contaminated or restricted waste is discovered during cleaning, we may terminate the appointment and charge for time spent on site.
All services are provided in accordance with the law of England and Wales, and any dispute arising from or connected with these terms shall be governed by that law. The courts of England and Wales shall have exclusive jurisdiction, unless another forum is required by mandatory law. If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or remedy does not waive that right or remedy.
For the avoidance of doubt, these terms do not create any employment, partnership, or agency relationship between you and any individual cleaner. The persons attending your property remain under our operational control for the purpose of providing the booked service, but they are not your employees. You agree not to ask any cleaner to undertake unlawful tasks, unsafe work, or activity outside the agreed scope. Any request for extra tasks should be approved in advance where possible.
Where access is provided via keys, codes, lockboxes, reception desks, or building management systems, you are responsible for ensuring that access details are accurate and lawful to use. We will take reasonable care with keys or access devices supplied to us, but we are not liable for issues caused by faulty locks, expired codes, or restrictions imposed by third parties. If access arrangements change, you must tell us before the appointment. The service may be delayed or cancelled if access cannot be obtained safely and on time.
We may use subcontractors or temporary staff to deliver part or all of the service, provided they meet our quality and compliance standards. Any subcontracted work remains subject to these terms. Our cleaning services are intended to be performed efficiently and professionally, but the final result may depend on the condition of the property, the time booked, the availability of utilities, and the level of pre-existing dirt or damage. No guarantee is given that every stain, mark, odour, or defect can be fully removed.
If you require a recurring service, the agreed schedule, price, and scope may be reviewed periodically. We may amend our terms, fees, or service structure from time to time, and the version in force at the time of booking will apply unless a later update is communicated and accepted. Continued use of the service after a change takes effect may constitute acceptance of the revised terms. We recommend that customers keep a copy of their booking confirmation and invoice for their records.
Complaints should be raised as soon as reasonably possible after the service so that we can investigate promptly. You must give us a fair opportunity to inspect, remedy, or comment on the issue before engaging another contractor or incurring replacement costs, except where urgent action is required for safety reasons. We will consider any complaint in a professional and reasonable manner. This process does not affect your statutory rights under UK consumer law where applicable.
Cleaners Stjohnswood values clarity, professionalism, and fairness. By placing a booking, you confirm that you have read and understood these terms, have authority to agree to them, and accept responsibility for compliance with any property rules, building policies, and legal obligations relevant to the service. If there is any inconsistency between a written quotation and these terms, the written quotation will take precedence to the extent of the inconsistency.
