Terms and Conditions for Cleaners Belgravia

These Terms and Conditions set out the basis on which Cleaners Belgravia provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming a service request, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before placing any order. They are intended to create a clear, fair framework for both parties, covering the booking process, payment obligations, cancellations, liability, waste handling, and the law that applies to our services.

In these terms, references to “we”, “us”, and “our” mean the cleaning service provider trading as Cleaners Belgravia. References to “you” and “your” mean the customer, client, or person placing the booking. These terms apply to all cleaning appointments unless we agree otherwise in writing. Any special instructions or service notes may be accepted at our discretion, but they do not override these terms unless expressly confirmed in writing.

These conditions are designed for clarity and should be read together with any quotation, booking confirmation, or service specification provided before the appointment. If there is any inconsistency between a quotation and these terms, these terms prevail unless the quotation expressly states otherwise. We may update these terms from time to time, and the version in force at the time of booking will usually apply to that booking.

1. Booking Process

Bookings may be requested by telephone, email, online form, or any other method we make available. A request for service does not create a binding contract until we have accepted the booking and confirmed the date, time, and service details. We may refuse any booking at our discretion, including where the requested work is outside our scope, where we do not have availability, or where the property conditions present a health, safety, or operational concern.

When you place a booking, you must provide accurate and complete information, including the type of property, the service required, access arrangements, any hazards, and any special requirements that may affect the cleaning. You must also tell us about any items requiring careful handling, fragile surfaces, pets, alarm systems, parking restrictions, or other circumstances that could affect the service. Failure to provide correct information may lead to delays, extra charges, reduced service quality, or cancellation of the appointment.

If an estimate or quotation is provided, it is based on the information supplied by you and on the condition of the premises at the time of assessment, where applicable. Estimates are not fixed prices unless we expressly confirm them as fixed. If the actual work differs from the description provided, we may revise the price, the duration, or both. Where we identify significant differences upon arrival, we may pause the service and discuss the revised scope before proceeding.

2. Service Standards and Customer Responsibilities

We will use reasonable care and skill in carrying out the service in accordance with the agreed description. However, cleaning outcomes depend on factors such as the age, condition, and composition of materials, and some marks, stains, limescale, ingrained dirt, or damage may not be removable. We do not guarantee that every surface can be restored to a like-new condition. Any stated service time is an estimate unless confirmed as a fixed attendance period.

You must ensure that the property is reasonably prepared for cleaning. This includes providing safe access, sufficient water and electricity, and, where relevant, removing valuable or fragile items from areas to be cleaned. You are responsible for securing pets, advising us of any allergies or sensitivities, and ensuring that any equipment or surfaces we are asked to use are suitable for the intended cleaning method. We may refuse to clean areas that are unsafe or unsuitable.

Where keys, access codes, entry fobs, or alarm details are provided, you authorise us to use them solely for the purpose of performing the booked service. We will take reasonable care with any access items entrusted to us, but you remain responsible for maintaining security arrangements. If access is not possible at the agreed time, the booking may be treated as a late cancellation or failed appointment, and a charge may apply.

3. Payments and Charges

The price payable for our services will be the amount agreed at booking, or, where no fixed price has been agreed, our standard rate calculated according to time spent, labour required, and any additional materials or specialist treatment used. Prices may be quoted inclusive or exclusive of VAT depending on our status and the service arrangement. If VAT is applicable, it will be added in accordance with UK tax law and stated clearly where required.

Unless otherwise agreed, payment is due immediately upon completion of the service or within the timeframe stated on the invoice. For recurring or business services, we may require advance payment, part-payment, or payment on account. We reserve the right to request a deposit for larger, urgent, or customised bookings. Deposits may be used to secure the appointment and, where stated, may be non-refundable in the event of cancellation.

If payment is not made by the due date, we may suspend future services, charge interest on overdue sums at the statutory rate permitted under UK law, and recover reasonable costs incurred in pursuing late payment. You are responsible for ensuring that the payment method supplied is valid and authorised. Any bank charges, card disputes, or chargeback fees caused by your payment provider may be recovered from you where permitted by law.

4. Cancellations, Rescheduling, and Missed Appointments

We understand that plans can change, and we ask that you notify us as early as possible if you need to cancel or rearrange a booking. Unless otherwise stated in your confirmation, cancellations or rescheduling requests made with sufficient notice will not incur a charge. However, where we have reserved time, staff, equipment, or materials specifically for your appointment, we may apply a cancellation fee if you cancel at short notice.

If you cancel within 24 hours of the scheduled start time, or if access is not provided when our team arrives, we may charge up to the full service fee, depending on the circumstances and any costs already incurred. Where a deposit has been paid, it may be retained in whole or in part to cover lost time and administrative costs. We will act reasonably and proportionately when applying any cancellation charge.

We may need to reschedule an appointment due to staff illness, safety concerns, adverse conditions, or unforeseen operational issues. In such cases, we will use reasonable efforts to offer an alternative time. Our liability for inconvenience caused by necessary rescheduling is limited to the amount you have paid for the affected service, except where otherwise required by law.

5. Liability and Limitations

We accept liability for direct loss or damage caused by our negligence, but our liability is limited to the reasonable cost of repair or replacement, taking account of wear, age, and condition. We do not accept responsibility for indirect loss, loss of profit, business interruption, loss of opportunity, or any consequential damage arising from the use of our services, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

You must notify us of any claim for damage or loss as soon as reasonably possible and, in any event, within 24 hours of the service where the issue was or should have been apparent. Supporting evidence, such as photographs and item details, may be required. We may inspect the relevant area or item before any repair, replacement, or settlement is agreed. Failure to allow us a fair opportunity to investigate may affect our ability to assess the claim.

Where damage is caused by pre-existing defects, unsuitable materials, faulty installation, hidden weakness, or failure to follow manufacturer guidance, we will not be liable. Likewise, we are not responsible for damage arising from the use of customer-supplied products or equipment unless we have acted negligently in using them. Any advice we provide about cleaning methods or products is general in nature and should not be treated as a guarantee.

6. Waste Regulations and Environmental Handling

We operate in accordance with applicable UK waste and environmental regulations, including any duties relating to the safe segregation, handling, and disposal of waste arising from cleaning services. Unless stated otherwise, our service covers routine cleaning waste only, such as dust, packaging from our supplies, and other minor residues generated during normal work. We do not provide specialist waste removal unless this has been expressly agreed in advance.

You remain responsible for the lawful disposal of household, commercial, hazardous, clinical, electrical, or bulky waste unless we have agreed in writing to remove it and are legally permitted to do so. If we identify waste that appears hazardous, contaminated, sharps-related, or otherwise regulated, we may stop work in the affected area and request that the issue is addressed by the appropriate person or contractor. We may refuse to handle materials that require a licence, special transport, or specialist disposal.

Where we do remove waste as part of the agreed service, you agree that it may be transferred only to authorised facilities or disposal routes permitted by law. We may charge additional fees where waste disposal requires extra labour, special sacks, segregation, or compliance checks. You must not ask us to dispose of prohibited items in breach of any environmental, health and safety, or duty-of-care requirements.

7. Complaints, Access, and Service Issues

If you are dissatisfied with any part of the service, you should tell us promptly so that we can investigate and, where appropriate, put matters right. We may offer a re-clean, partial refund, or another reasonable remedy at our discretion, provided the issue is reported within a reasonable time and the property has not been altered since the service. We will not usually provide remedies where the concern relates to limitations that were clearly communicated beforehand.

We are not responsible for delays or failures caused by events outside our reasonable control, including severe weather, transport disruption, power failure, pandemic-related restrictions, government action, strikes, or unavailability of essential supplies. If such an event prevents us from performing the service, we may rearrange the appointment or cancel it without liability beyond refunding any sums paid for work not delivered, unless the law requires otherwise.

Our teams may take photographs before, during, or after a service for internal quality control, evidence of condition, and record-keeping. Such images will be handled appropriately and used only for legitimate business purposes, subject to applicable data protection rules. We will not use your personal information for unrelated purposes except where permitted by law or with your consent.

8. Governing Law and General Provisions

The contract between you and us, and any dispute or claim arising from or connected with it, 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 you are a consumer, you may benefit from rights under applicable UK consumer legislation that cannot be excluded by contract.

If any provision of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, that provision shall be treated as removed to the minimum extent necessary, and the remaining provisions shall continue in full force. No failure or delay by us in enforcing any term shall be taken as a waiver of that term. Any variation to these terms is effective only if agreed by us in writing.

These Terms and Conditions form the entire agreement between the parties in relation to the relevant service, save for any mandatory legal rights that apply. By booking cleaning services from Cleaners Belgravia, you confirm that you have read, understood, and accepted these terms. We recommend that you keep a copy for your records.