Terms and Conditions for Cleaner Collierswood

These Terms and Conditions set out the basis on which Cleaner Collierswood provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to attend a property, the customer agrees to be bound by these terms. For the purposes of this document, the words “we”, “us” and “our” refer to Cleaner Collierswood, and “you” or “customer” refers to the person, business, landlord, tenant, or authorised representative placing the booking.

These terms are designed to provide clarity on the booking process, payment arrangements, cancellations, liability, waste handling, and the law that applies to the service. They are intended to be fair and practical, while reflecting the normal standards expected of a professional cleaning service Collierswood provider operating under UK consumer and commercial law. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.

Our services may include regular housekeeping, one-off cleans, deep cleans, end-of-tenancy cleaning, and other specialist cleaning tasks agreed at the time of booking. The exact scope of work will depend on the package selected, the condition of the property, access arrangements, and any special instructions provided by the customer. We reserve the right to decline tasks that are unsafe, unlawful, or outside the agreed service description.

1. Booking Process

A booking with Cleaner Collierswood services is only confirmed once the customer has provided the required booking details and we have issued acceptance of the booking in writing, by email, text message, or another recorded communication method. The booking details should include the type of clean required, property address, access instructions, preferred date and time, and any relevant information about pets, alarms, parking, or special materials requiring care.

We may ask questions to assess the suitability of the service, estimate the duration, and allocate the correct number of cleaners. Any quote or estimated time given before we have seen the property is based on the information supplied by the customer. If the actual condition, size, or complexity of the premises differs materially from the information provided, we may adjust the price, attendance time, or scope of the service accordingly.

All bookings are subject to availability. We will make reasonable efforts to accommodate requested dates, but we do not guarantee that a preferred slot will always be available. The customer is responsible for ensuring that the property is accessible at the agreed time. If access is not possible, if keys are not available, or if entry is delayed for reasons outside our control, waiting time may be charged or the appointment may be treated as cancelled by the customer.

2. Service Standards and Customer Responsibilities

We aim to deliver a professional Cleaner Collierswood experience using reasonable care and skill, but the outcome of cleaning work depends in part on the condition of the property and the materials present. The customer must ensure that the property is in a condition that permits cleaning to take place safely. This includes securing valuable items, disclosing fragile surfaces, identifying areas requiring special treatment, and informing us of any hazards such as broken glass, mould, bodily fluids, infestations, or exposed wiring.

The customer must provide any information that could reasonably affect health and safety or the quality of the service. Where cleaning products are supplied by the customer, we will not be responsible for damage caused by unsuitable, defective, or incorrectly labelled products. If we supply products, we will use products considered suitable for the intended task in normal conditions, but we cannot guarantee results on delicate, damaged, or previously untreated surfaces.

The customer must also ensure that utilities required for the service are available, unless otherwise agreed. This may include electricity, hot and cold water, and sufficient lighting. If utilities are unavailable and the service cannot proceed, we may charge a call-out fee or a proportion of the booked amount, depending on the circumstances.

3. Payments

Prices are usually provided as a fixed quote or as an estimated rate based on the expected duration of the cleaning work. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A quote remains valid only for the period specified at the time of issue and may be revised if the customer changes the booking details or if the property condition is materially different from what was described.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service on the same day, unless an invoice arrangement has been agreed in advance. For repeat or business clients, invoices may be issued with agreed payment deadlines. If payment is required in advance or by deposit, the service may not be scheduled or may be suspended until cleared funds are received.

If payment is made by bank transfer, card, direct debit, or another approved method, the customer must ensure that the payment is authorised and completed in full. Any bank charges, chargeback fees, or costs arising from failed or reversed payments may be charged to the customer where permitted by law. We reserve the right to recover overdue sums through reasonable debt recovery measures, including interest and administrative charges where applicable under the Late Payment of Commercial Debts legislation or other relevant law.

4. Cancellations, Amendments, and Rebooking

The customer may cancel or amend a booking, but notice must be given as early as possible. For standard appointments, we generally request at least 24 hours’ notice; for larger, specialist, or recurring bookings, longer notice may be required. The applicable notice period may be stated in the quote or booking confirmation. If sufficient notice is given, any deposit paid may be refunded or transferred to a later booking, subject to the terms of the original agreement.

If the customer cancels within the notice period or fails to provide access at the agreed time, we may charge a cancellation fee to cover lost time, staff allocation, travel, and administration. The fee may vary depending on the length and complexity of the booking and whether equipment or specialist materials had already been prepared. If we arrive at the property and are unable to proceed because of customer-related issues, the booking may be treated as a late cancellation or a failed appointment.

We may also need to amend or postpone a booking due to staff illness, severe weather, vehicle problems, safety concerns, or events beyond our reasonable control. In such cases, we will use reasonable efforts to rearrange the service at the earliest practical opportunity. Our liability for delay or non-performance caused by events outside our control is limited as set out below.

5. Liability and Limitations

We will perform our services with reasonable care and skill, but cleaning work can involve inherent risks, especially where surfaces are aged, delicate, already damaged, or made of specialist materials. We are not responsible for pre-existing defects, hidden damage, wear and tear, manufacturing faults, or deterioration that becomes apparent during or after cleaning. This includes items such as loose fittings, weakened grout, flaking paint, brittle sealants, unstable fixtures, and fragile finishes.

To the fullest extent permitted by law, we will not be liable for indirect or consequential losses, including loss of profit, business interruption, loss of opportunity, or emotional distress. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. If damage is caused by our proven negligence, our liability will normally be limited to the reasonable cost of repair or replacement, taking into account age, condition, and depreciation.

Customers must notify us promptly of any issue they believe has arisen from our service. Reports should be made as soon as reasonably possible and supported by clear evidence where available. Failure to allow us the opportunity to inspect or remedy the issue may affect any claim. Where appropriate, we may offer to re-clean, repair, or compensate within the limits of these terms and applicable law.

6. Waste Regulations and Disposal

As part of a professional cleaning service Collierswood, we may collect and remove ordinary waste generated during the service, such as disposable cloths, packaging, or standard household debris, where this has been agreed in advance. However, we are not licensed to remove all categories of waste, and the customer must not ask us to transport or dispose of prohibited, hazardous, or regulated materials unless this has been specifically arranged in compliance with the relevant legal requirements.

Waste handling must comply with UK environmental and waste regulations, including obligations relating to duty of care, safe transport, segregation, and lawful disposal. We will not knowingly handle asbestos, chemicals, medical waste, batteries, needles, sharps, paint tins containing residue, gas canisters, or other controlled substances without proper authority and equipment. If such items are discovered during a job, we may stop work in the affected area and advise the customer that specialist removal is required.

The customer is responsible for telling us in advance about any waste that may require special treatment. If the property contains potentially hazardous waste, biohazards, or materials that may present a risk to health, property, or the environment, we may refuse the job, suspend the service, or request additional safety measures. Any waste removed with our agreement will remain the customer’s responsibility until properly transferred to an authorised disposal route.

7. Insurance, Damage, and Complaints

We maintain insurance cover appropriate to the nature of our work, but insurance does not replace the customer’s own responsibility to protect valuables and to disclose relevant risks. Customers should remove or secure cash, jewellery, documents, and other high-value or irreplaceable items before the service begins. Where such items are left in plain view, we may assume they are not for cleaning attention, and we will not accept responsibility for items misplaced due to inadequate safeguarding by the customer.

If a complaint arises, the customer should notify us as soon as possible after the issue is discovered and no later than a reasonable period after the service date. We may request photographs, a written description, and an opportunity to inspect the concern. We aim to resolve issues in a fair and proportionate manner, which may include a partial refund, a return visit, or another remedy we consider appropriate. Any decision will be based on the facts, the nature of the service, and the extent of any proven fault.

Nothing in these terms prevents the customer from exercising statutory rights under the Consumer Rights Act 2015 or any other applicable UK legislation. If you are booking as a consumer, you are entitled to services carried out with reasonable care and skill, within a reasonable time, and for a reasonable charge where terms are not otherwise agreed. If you are booking for business purposes, additional commercial terms may apply if agreed in writing.

8. Termination, Suspension, and Access to Premises

We may refuse, suspend, or end a service if we reasonably believe that continuing would be unsafe, unlawful, abusive, or impossible due to access problems, hazard exposure, non-payment, or significant customer breach of these terms. In such cases, we may charge for work already completed and for any reasonable costs incurred. Repeated missed appointments, hostile conduct, or persistent non-compliance may result in bookings being declined in future.

The customer must ensure that cleaners can enter and exit the premises safely. If keys, codes, fobs, or access arrangements are provided, the customer is responsible for ensuring they are accurate and work correctly. Where we are entrusted with keys or codes, we will take reasonable care of them, but we are not liable for losses arising from circumstances outside our control, such as third-party misuse, faulty locks, or inaccurate security instructions supplied by the customer.

We may record booking information, service notes, and payment records for administrative, legal, and accounting purposes. Any personal data supplied during the booking process will be handled in accordance with applicable data protection law. Data will only be used where there is a lawful basis to do so and retained for no longer than necessary for those purposes.

9. Governing Law

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. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory law provides otherwise. If any term is found invalid, unlawful, or unenforceable, that term will be severed and the rest of the agreement will continue in full force.

By booking with Cleaner Collierswood, the customer confirms that they have read, understood, and accepted these terms. They form the complete agreement between the parties unless a written variation is agreed by both sides. Any failure by us to enforce a right or provision at any time shall not be treated as a waiver of that right or provision in the future.

These terms may be updated from time to time to reflect changes in law, operational practice, or service arrangements. The version in force at the time of booking will generally apply to that booking unless a later version is expressly agreed. Customers are encouraged to retain a copy of their booking confirmation and associated terms for their records.