Terms and Conditions for Cleaning Services

These Terms and Conditions (“Terms”) set out the basis on which Cleaners Croydon provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing work to begin, you agree to these Terms. Please read them carefully before placing any request for service. They are designed to create a clear understanding of the booking process, payment requirements, cancellation rules, liability limits, waste handling obligations, and the law that applies to our agreement.

In these Terms, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer receiving the service. These Terms apply to one-off cleans, recurring cleaning arrangements, deep cleans, after-builders cleans, end-of-tenancy cleans, and other standard cleaning services unless we agree otherwise in writing. Cleaners Croydon may update these Terms from time to time, but any change will only affect future bookings unless the law requires otherwise.

By requesting a service, you confirm that you are authorised to do so and that the information you provide is accurate and complete. You also confirm that the property is safe and accessible for cleaning, that any special requirements have been disclosed in advance, and that you will cooperate in good faith so the service can be delivered efficiently. We reserve the right to decline or suspend a booking if the property, schedule, or instructions create a risk that cannot reasonably be managed.

1. Booking process

Bookings may be made by phone, email, online form, or any other method we make available. A booking is only confirmed when we have accepted the request and issued a written confirmation or equivalent record. Quoted times are estimates unless expressly stated otherwise. The scope of work will normally be based on the information you provide at the time of booking, including property size, condition, and any specific tasks requested. If the information later proves incomplete or inaccurate, we may revise the price, the estimated duration, or both.

It is your responsibility to make sure that access arrangements are suitable for the agreed date and time. This includes providing keys, entry codes, parking information where relevant, and any other access details needed for the cleaners to begin work promptly. If access is not possible at the arranged time, or if the property is not in a condition that allows safe cleaning, the booking may be charged as a failed visit or treated as a late cancellation, depending on the circumstances.

2. Service scope and customer responsibilities

Our cleaning services are limited to the tasks agreed at booking or reasonably implied by the service type selected. Unless specifically agreed, we do not provide specialist restoration, pest removal, hazardous waste handling, biohazard work, or any service requiring trade qualifications. You must remove or secure valuables, cash, confidential documents, fragile items, and any items you do not want handled. We are not responsible for items left in the premises unless loss or damage is caused by our proven negligence and subject to the limits in these Terms.

You are also responsible for ensuring that the property is reasonably safe for cleaning. This includes warning us about broken fixtures, defective appliances, exposed wiring, unstable flooring, aggressive animals, or any other condition that could create risk. If a cleaner believes that continuing work would be unsafe, they may stop the service immediately. In such cases, you may still be charged for the portion of work completed and any reasonable time spent travelling to the property.

3. Payments and pricing

Prices may be quoted as a fixed fee, hourly rate, or based on the scope of work and property characteristics. Any estimate is given in good faith but is not a guarantee unless expressly stated as fixed. Additional charges may apply where the condition of the property differs materially from what was described, where extra time or materials are needed, or where parking, congestion, or other access costs are incurred on your behalf. Any such additions will be explained where reasonably possible before the work continues.

Payment is due in accordance with the terms stated on your booking confirmation or invoice. Unless we agree otherwise, payment must be made on or before the day of service, and recurring services may require payment in advance. We may accept bank transfer, card payment, direct debit, or another permitted method. If a payment is declined, reversed, or not received when due, we may suspend future services until the balance is cleared. Any overdue amount may incur reasonable recovery costs and, where lawful, interest.

We may require a deposit for certain larger bookings, first-time visits, or recurring arrangements. Deposits are generally non-refundable unless we cancel the booking or a refund is required by law. If you dispute an invoice, you must raise the issue promptly and provide reasonable detail so the matter can be reviewed. Undisputed amounts must still be paid by the due date.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving notice within the period stated in your confirmation. If no specific period is stated, at least 24 hours’ notice should be given for standard appointments and a longer period may apply for large or recurring services. Where sufficient notice is provided, we will usually offer an alternative date or refund any prepaid amount, subject to any non-recoverable costs already incurred. Late cancellations may be charged in full or in part, depending on how much notice was given and whether the appointment could reasonably be reallocated.

If we arrive at the property and cannot gain access, or if you fail to attend an appointment requiring your presence, the visit may be treated as a missed appointment and charged accordingly. We will use reasonable efforts to contact you where practical, but we are not obliged to wait indefinitely. If we need to cancel or reschedule due to illness, safety concerns, severe weather, vehicle issues, or circumstances beyond our control, we will notify you as soon as reasonably possible and arrange another appointment or refund any prepaid sum for the affected visit.

5. Liability and exclusions

We will exercise reasonable care and skill in providing our cleaning services. However, except where the law says otherwise, we are not liable for loss or damage arising from pre-existing defects, ordinary wear and tear, hidden faults, inadequate maintenance, incorrect instructions, or information supplied by you that was incomplete or inaccurate. We are also not responsible for damage caused by items that are inherently fragile, unstable, poorly fixed, or unsuitable for cleaning by normal domestic methods unless we were expressly warned and agreed to proceed.

To the maximum extent permitted by law, our total liability for any claim arising from a single booking shall be limited to the amount paid or payable for that booking. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. We will not be responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or emotional distress, except where such exclusion is unlawful.

If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovery. You should also take steps to limit further damage where practical. We may ask for evidence, including photographs, descriptions, and any relevant documents, before considering a claim. Failure to provide reasonable cooperation may affect our ability to investigate and may reduce or prevent recovery.

6. Waste regulations and disposal

Our service may include the removal of general household or office waste generated during cleaning, provided such waste is suitable for lawful disposal and is part of the agreed service. We do not remove controlled, hazardous, clinical, chemical, asbestos-related, or otherwise regulated waste unless expressly agreed in writing and arranged through lawful channels. You must not ask us to transport or dispose of prohibited waste in a manner that would breach environmental or waste management laws. If prohibited items are discovered, we may refuse to handle them and may charge for any additional time required to secure the area or segregate materials.

Where waste is collected or removed as part of the service, you remain responsible for ensuring that it is correctly identified and that any specialist disposal requirements are disclosed in advance. We will act in accordance with applicable UK waste regulations and will not knowingly breach duty-of-care obligations. If a local authority, landlord, building manager, or other third party imposes separate waste rules, it is your responsibility to inform us before the service begins. We are not liable for penalties or charges arising from undisclosed waste restrictions, improper disposal instructions, or illegal items left on the premises.

7. Complaints, service issues, and remedies

We aim to resolve service issues promptly and fairly. If you are dissatisfied with any aspect of the work, you should notify us within a reasonable time so we can review the matter while the details are still fresh. Where appropriate, we may offer a re-clean, partial refund, or other reasonable remedy depending on the nature of the issue and whether the complaint is supported by evidence. Any remedy offered will be assessed on a case-by-case basis and will not exceed what is fair in the circumstances.

Complaints will not be accepted for issues caused by changes made after the service, normal re-soiling, deterioration of surfaces, or conditions outside our control. For recurring services, if a problem is identified, you should allow us a reasonable opportunity to correct it before engaging a third party to do so. Any unilateral action taken without giving us a fair chance to investigate may affect the availability of a remedy.

8. Access, keys, and property security

Where keys, access devices, alarm codes, or other entry methods are provided, we will take reasonable care in handling them. You are responsible for ensuring that such items are identified clearly and function properly. If you ask us to hold keys, we may do so only on a non-guaranteed basis and subject to reasonable security procedures. We are not responsible for loss caused by circumstances beyond our control, including theft by third parties, unless our negligence is proven.

Any alarms, restricted areas, pets, fragile items, or special instructions should be disclosed before the cleaning begins. If we need to avoid certain rooms, surfaces, or fixtures, you must make this clear at booking. We may pause or alter work where safety, privacy, or security concerns arise. If the property is occupied by tenants, guests, staff, or contractors, you are responsible for ensuring that all relevant persons are informed about the cleaning appointment.

9. Governing law and general provisions

These Terms, and any dispute or claim arising from 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 consumer law provides otherwise. If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Failure by us to enforce any right or remedy under these Terms does not mean that we waive that right or remedy. No person other than the parties to the booking has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999, unless we expressly agree otherwise in writing. These Terms form the entire agreement between you and us in relation to the booked service and replace any prior discussion or understanding about that service.

By confirming a booking with Cleaners Croydon, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you do not agree with any part of them, you should not proceed with the booking or allow the service to begin. We recommend keeping a copy of your confirmation and these Terms for your records, as they describe the rights and obligations that apply to your cleaning appointment.