Terms and Conditions for Cleaners W4

These Terms and Conditions set out the basis on which our domestic and commercial cleaning services are provided. By making a booking with Cleaners W4, you agree to the terms below, which are designed to make the service clear, fair, and straightforward for both parties. Throughout this document, references to we, us, and our mean Cleaners W4, while you and your refer to the customer who places the booking or receives the service. These terms apply to standard cleaning, deep cleaning, end of tenancy cleaning, and other related cleaning services unless a separate written agreement says otherwise.

All services are subject to availability, the condition of the property, and the scope of work agreed at the time of booking. Any quote or estimate is based on the information provided by you and may be adjusted if the actual conditions differ materially from those described. The aim of these terms is to ensure that every Cleaners W4 service is delivered safely, professionally, and in line with applicable UK law.

By booking a service, you confirm that you have read, understood, and accepted these terms. If you are booking on behalf of another person, business, landlord, tenant, or managing agent, you confirm that you have authority to do so. Please read the terms carefully before requesting a service, as they explain how bookings are confirmed, how charges are calculated, when cancellations apply, and how liability is managed.

1. Booking process

Bookings can be made after you provide the required service details, including the type of clean needed, property size, access arrangements, preferred date, and any specific requirements. We may ask follow-up questions to ensure the correct service is arranged. A booking is not confirmed until we have accepted it, assigned a slot, and, where applicable, received any required deposit or prepayment. The final schedule may depend on staffing, travel, equipment needs, and the information supplied at the time of request.

We reserve the right to refuse or cancel a booking where the requested work is outside our service scope, where safe access cannot be confirmed, or where the property condition differs significantly from the details provided. If the property requires specialist treatment, biohazard handling, excessive waste removal, or any task that falls outside ordinary cleaning services, we may revise the quote or decline the job. A booking confirmation may include the agreed time window, expected duration, service notes, and any conditions that must be met before the work begins.

It is your responsibility to ensure that the property is accessible at the agreed time. This includes arranging entry, supplying alarms or codes where needed, and advising of parking or loading restrictions that may affect the service. If our team cannot gain access, or if access is delayed for reasons beyond our control, the visit may be treated as a late cancellation or a wasted journey charge may apply.

2. Service standards and customer responsibilities

We will provide the cleaning service with reasonable care and skill, using suitable methods, materials, and equipment for the task agreed. Our cleaners may adapt their approach where necessary to protect surfaces, fixtures, and appliances, but we do not guarantee the removal of every stain, mark, or build-up, particularly where damage, wear, or longstanding contamination has already occurred. Certain delicate materials may require specialist care, and you should tell us in advance if there are fragile surfaces, valuables, pets, or access restrictions.

You agree to prepare the property reasonably for the visit unless a full-service arrangement has been expressly agreed. This may include clearing personal items from work surfaces, securing valuables, ensuring water and electricity are available, and removing hazards that could prevent a safe clean. If the property is excessively cluttered, unsafe, or unsanitary, the service may be limited, postponed, or cancelled, and the original fee may still be payable.

Where keys are provided, they must be clearly labelled and handed over in a secure manner. If you ask us to collect, hold, or return keys, we will do so with reasonable care, but you remain responsible for providing accurate instructions and for confirming that access arrangements are lawful. We are not responsible for delays caused by inaccurate entry instructions, missing keys, locked internal doors, or third-party interference.

3. Payments, charges, and refunds

Prices are normally based on the type of service, estimated time required, size and condition of the property, and any additional tasks requested. Where a fixed price has been agreed, that price applies only to the scope set out in the booking. If the scope changes, extra charges may be added after consultation with you. If an hourly rate applies, the final charge will reflect the actual time spent on site, rounded or recorded in accordance with the agreed pricing structure.

Payments must be made using the methods we accept at the time of booking or invoice. We may require advance payment, a deposit, or full payment before service begins, particularly for larger jobs, recurring contracts, or short-notice appointments. Unless stated otherwise, all prices are in pounds sterling and may include VAT where applicable. If a payment is declined or reversed, we may suspend further work, cancel the booking, or charge reasonable recovery costs where permitted by law.

Any refund request will be considered in line with the specific circumstances of the booking. If work has already been performed, a full refund will not usually be available unless required by law or unless we have materially failed to deliver the service agreed. If an appointment is cancelled outside the applicable cancellation window, or if access is not provided, charges may still apply. Nothing in these terms limits your statutory rights as a consumer under UK law.

4. Cancellations, rescheduling, and amendments

You may request to cancel or reschedule a booking by giving notice as early as possible. Where sufficient notice is provided, we will try to accommodate a new date subject to availability. If a cancellation is made within the notice period stated at the time of booking, no fee may apply; however, if you cancel late, the full or partial service fee may be charged to cover reserved labour, travel, and administrative costs. The exact charge may depend on the nature of the booking and the time reserved.

We may cancel or reschedule a booking where unavoidable circumstances prevent us from attending, including illness, severe weather, transport disruption, equipment failure, or safety concerns. If we cancel, we will aim to offer an alternative appointment. Where this is not possible, any prepaid amount relating to the cancelled visit will normally be refunded, unless the cancellation arose from your breach of these terms or from circumstances outside our control that are lawfully excluded from refund.

If you request amendments to the booking after confirmation, such as changes to date, time, service type, or property access, we will assess whether the change can be made without affecting the planned schedule. Significant amendments may require a revised quotation, different staffing, or a new booking slot. Repeated changes or late alterations may result in additional fees or cancellation if the service can no longer be delivered safely or efficiently.

5. Liability and limitations

We will exercise reasonable care and skill in performing our services, but we are not responsible for pre-existing damage, structural defects, hidden faults, or wear and tear that becomes apparent during cleaning. This includes loose fittings, weakened fixtures, poor-quality paint, faulty appliances, unstable furniture, and surfaces that are already compromised. Where you ask us to clean an item or area that is delicate, old, unsuitable for cleaning, or prone to damage, you accept the risk associated with that request unless we expressly agree otherwise in writing.

To the fullest extent permitted by law, we shall not be liable for indirect, incidental, or consequential losses, including loss of profit, loss of business, or missed appointments caused by issues outside our control. Our total liability for any claim arising from the service will generally be limited to the amount paid for the relevant booking, except where liability cannot legally be limited, such as for death or personal injury caused by negligence, fraud, or any other liability that UK law does not allow to be excluded.

You must notify us of any complaint or issue as soon as reasonably possible after the service has been completed. This allows us to investigate the matter and, where appropriate, offer a remedy such as a return visit, partial adjustment, or other reasonable action. Failure to raise a concern promptly may affect our ability to assess the claim fairly. Nothing in these terms affects your rights under the Consumer Rights Act 2015 or any other applicable legislation.

6. Waste regulations and property disposal rules

Our cleaning services may involve the collection of general waste generated during the course of work, such as disposable cloths, packaging, dust, and non-hazardous debris removed from cleaning tasks. We will handle such waste in a lawful and responsible manner, and where applicable, we will separate materials according to standard disposal practices. However, we are not a waste removal contractor unless this has been specifically agreed in writing as part of the service.

You remain responsible for the lawful disposal of household, commercial, and special waste unless we have agreed to remove it and are authorised to do so. We do not handle hazardous waste, clinical waste, asbestos, sharp bulk items, chemicals requiring specialist disposal, or any materials regulated under special licensing regimes unless we have expressly confirmed that such work is included and legally permitted. If we encounter suspect waste during a cleaning appointment, we may suspend the service until the matter is clarified.

Where waste is left on the premises for collection or removal by a third party, you must ensure that it is stored, labelled, and separated in accordance with applicable regulations. If your instructions require us to move or bag waste, you confirm that the waste is safe to handle and does not contain prohibited items. We reserve the right to refuse any waste-related instruction that could breach environmental, health, safety, or local authority requirements.

7. Complaints, access, and force majeure

If you believe the service has not been delivered properly, please let us know with reasonable detail so that we can investigate. We may ask for photographs, access to the relevant area, or an opportunity to return and inspect the issue. A complaint does not automatically entitle you to a refund, but we will consider fair and practical remedies where appropriate. If a remedy is offered and reasonably declined, that may affect any further claim.

We are not liable for failure or delay in performance caused by events beyond our reasonable control. These may include extreme weather, fire, flood, utility failure, transport disruption, labour disputes, illness, public restrictions, or other unforeseen events that prevent attendance or completion of the work. In such circumstances, we may postpone the service, alter the scheduled timing, or cancel without liability beyond refunding any prepaid amount for work not carried out, where required.

Nothing in these terms creates a partnership, employment relationship, or agency arrangement between us and you, other than the contractual arrangement for the service itself. If any clause is found to be invalid or unenforceable, the remaining clauses will continue in effect. A failure by us to enforce any part of these terms on one occasion does not mean that we waive the right to enforce it later.

8. Governing law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales unless another legal system is expressly required by mandatory consumer law. You and we agree that the courts of England and Wales shall have jurisdiction over any dispute that cannot be resolved through reasonable discussion or other informal means.

If any provision of these terms conflicts with mandatory rights under applicable UK consumer legislation, those statutory rights will prevail to the extent of the conflict. The remainder of the terms will continue to apply in full. By using the service, you acknowledge that these terms form the basis of the contractual relationship for Cleaners W4 services and reflect a fair balance between operational requirements and customer protection.