Wandsworth Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Wandsworth Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing a cleaner to begin work, the customer agrees to be bound by these terms. They are designed to give clarity on the booking process, payment arrangements, cancellations, liability, waste handling, and the law that applies to the service. These terms should be read carefully before any cleaning service is scheduled.

In these terms, references to we, us, and our mean Wandsworth Cleaners, while references to you and your mean the customer or person requesting the service. The words cleaning service, cleaning appointment, and service visit may be used interchangeably and cover any arrangement made with us for cleaning, organising, or related work agreed at the point of booking.

These terms apply to all standard and one-off bookings unless we state otherwise in writing. If any special instructions, scope details, or service notes are agreed before the appointment, those will form part of the contract. If there is any conflict between these terms and a written service estimate or booking confirmation, the written confirmation will normally take priority for the specific matter addressed.

1. Booking Process

Bookings may be made by telephone, email, online form, message, or any other method that we make available from time to time. A booking is not confirmed until we have accepted it and provided a confirmation, whether verbally or in writing. Until confirmation is issued, availability cannot be guaranteed. We reserve the right to decline a request where we are unable to provide the required service, the property is unsuitable, or the requested work falls outside our scope.

When booking with Wandsworth cleaners, you are responsible for providing accurate information about the property, the type of cleaning required, access arrangements, parking restrictions where relevant, special hazards, and any time constraints. If the information provided is incomplete or incorrect, the service may need to be amended, delayed, or cancelled, and additional charges may apply where extra time or materials are required.

The scope of work should be clear at the time of booking. This includes whether the request is for regular domestic cleaning, deep cleaning, end-of-tenancy cleaning, after-builders cleaning, oven cleaning, upholstery-related work, or another agreed service. Unless expressly agreed, our cleaners do not move heavy items, lift floor coverings, handle dangerous substances, or carry out specialist trades work. Any additional tasks requested on arrival are subject to acceptance and availability.

2. Service Standards and Access

Wandsworth Cleaning Services will be delivered with reasonable care and skill in accordance with industry standards and the agreed job specification. The customer must ensure that the property is accessible at the agreed time and that any required keys, codes, alarms, passes, or entry instructions are made available. If access cannot be obtained within a reasonable period, the booking may be treated as a late cancellation or failed visit.

We aim to assign suitable personnel and allocate adequate time based on the information supplied. However, the length of a visit may vary depending on the condition of the property, the number of rooms, occupancy, and the level of soiling. We do not guarantee that every stain, mark, or build-up can be removed. Certain surfaces and materials may require specialist treatment or may be at risk of damage if cleaned in a conventional manner.

You are responsible for removing or securing valuables, fragile items, personal documents, cash, jewellery, medicines, and confidential materials before the service starts. While our team will act with care, we cannot be responsible for items left in exposed or unsafe positions. If a room or area is cluttered, unsafe, or restricted, we may clean only the accessible parts or decline to proceed with that area for health and safety reasons.

3. Payments, Fees, and Invoicing

Prices are normally quoted based on the information supplied at the time of booking. Unless stated otherwise, all quoted amounts are exclusive of VAT or inclusive of VAT as shown in the confirmation. Any estimate given before inspection is not a fixed quotation unless expressly confirmed. If the actual work differs from the description given, we may revise the price to reflect the additional time, labour, or resources reasonably required.

Payment is due in full according to the terms stated in the booking confirmation or invoice. We may require payment in advance, on completion, or by bank transfer, card payment, or another approved method. For recurring cleaning services, payment may be collected on a rolling basis or by invoice cycle as agreed. Late or failed payments may result in suspension of future bookings until the outstanding balance is settled.

Where payment is not made by the due date, we may charge reasonable administrative costs and interest to the extent permitted by law. If recovery action becomes necessary, you may be liable for the associated costs where allowed. Any dispute about an invoice must be raised promptly and in good faith. Raising a dispute does not remove your obligation to pay any undisputed amount on time.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by providing notice within the period stated in your confirmation. If no specific period is stated, we ask that you provide reasonable notice. Cancellations made at short notice may be subject to a fee to cover reserved labour time and admin costs. For regular cleaning services, repeated cancellations or repeated changes may lead to review of the standing arrangement.

We may cancel or reschedule a service due to staff illness, severe weather, unsafe conditions, access problems, or events beyond our control. Where we do so, we will aim to offer a new appointment at a suitable time. We are not responsible for indirect losses arising from cancellation or postponement, although any pre-paid amount for work not carried out will be refunded or credited in accordance with applicable law and the confirmed booking terms.

If you fail to provide access at the agreed time, or if the property is unsuitable for the agreed work, the appointment may be treated as completed for cancellation purposes and a charge may apply. We will consider a visit missed if our staff attend and cannot commence work because of circumstances within your control. This includes, for example, no one being present when attendance or supervision is required, or keys not being available as arranged.

5. Liability, Damage, and Limitations

We will perform our services with reasonable care and skill. If you believe that damage has occurred during a service visit, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovery. Claims should include details of the alleged damage and supporting evidence where available. This allows us to investigate properly and, where appropriate, inspect the area concerned.

Our liability is limited to losses that are a foreseeable result of our breach of contract or negligence. We do not accept responsibility for pre-existing damage, wear and tear, hidden defects, structural faults, or damage caused by items already in poor condition. We are not liable for loss of profit, loss of opportunity, loss of business, or any indirect or consequential loss, except where such exclusion is not permitted by law.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited. If any item is broken or accidentally damaged by our team and liability is established, our obligation will normally be limited to repair, replacement, or a reasonable monetary amount reflecting the direct loss, subject to verification and the limits permitted by law.

6. Waste Regulations and Disposal

We do not operate as a waste carrier unless expressly stated. The customer remains responsible for arranging lawful disposal of any unwanted goods, refuse, bulky items, or hazardous waste unless a separate waste removal service has been agreed in writing. Where disposal is included, it will be handled in accordance with applicable UK waste rules and only within the scope that we are legally permitted to perform.

You must not ask our staff to remove hazardous materials unless this has been clearly agreed in advance and is legally permissible. Hazardous waste may include chemicals, asbestos, medical waste, sharps, paint tins containing liquid residues, gas canisters, and other regulated items. If such materials are discovered during a cleaning service, we may stop work in the affected area and request that the items are managed by the appropriate specialist service.

Any waste removed as part of a cleaning job will be handled responsibly. However, we are not responsible for the contents of rubbish left in sacks, bins, or containers unless we have specifically agreed to sort or transport those items. The customer must ensure that waste presented for collection or disposal is correctly separated, safe to handle, and lawful to move. We reserve the right to refuse any item that may breach legal requirements or create health and safety risks.

7. Customer Responsibilities

You must ensure that the property is in a condition that permits safe and effective work. This includes securing pets, warning us of fragile surfaces or difficult access, and ensuring that utilities such as water and electricity are available where required for the service. If utilities are unavailable or restricted, we may be unable to complete the work as planned, and charges may still apply for the time reserved.

You are responsible for notifying us of allergies, sensitivities, or special precautions before the appointment. If you require the use of particular products, this must be agreed in advance. While we may use standard cleaning materials where suitable, some surfaces or fabrics may not be compatible with certain chemicals or methods. We cannot guarantee results where your instructions conflict with safe practice or manufacturer guidance.

Where the service involves regular cleaning, you should confirm any ongoing changes to entry arrangements, household rules, or priorities. If the service location changes, or if the structure of the booking is altered significantly, a revised price or schedule may be required. Repeated failure to co-operate with reasonable service requirements may lead us to withdraw future availability.

8. Complaints, Inspections, and Remedies

If you are dissatisfied with any aspect of the service, you should let us know promptly so we can investigate. Complaints should be made in a clear and respectful manner and should include the date of service, the nature of the issue, and any supporting photographs if relevant. We may request a re-inspection of the area before deciding whether a re-clean, partial refund, or other remedy is appropriate.

Any re-clean offered will normally be limited to the original area and original scope of work and must be arranged within a reasonable period. We are not obliged to provide a remedy where the issue results from circumstances outside our control, including new mess after the appointment, poor property conditions, pre-existing defects, or failure to follow aftercare advice. A complaint does not entitle the customer to withhold payment for all services already properly completed.

Nothing in this section affects your statutory rights under UK consumer law. If the service has not been delivered with reasonable care and skill, or if it differs materially from the agreed description, you may be entitled to a remedy under law. Any such remedy will be considered in line with the circumstances, the evidence provided, and the applicable legal standards.

9. Force Majeure, Suspension, and Termination

We are not responsible for delays or failures caused by events beyond our reasonable control, including but not limited to severe weather, transport disruption, industrial action, utility failures, government restrictions, public emergencies, or other unforeseeable events. In such cases, we may suspend performance, rearrange the visit, or terminate the affected booking without liability for indirect losses.

We may suspend or end a service arrangement if you fail to pay, repeatedly cancel at short notice, provide unsafe working conditions, or act in a way that makes it unreasonable for us to continue. In some cases, we may also terminate a booking if the property contains hazards not disclosed in advance or if the agreed work appears materially different from what was described.

If a regular arrangement is terminated, any outstanding payment for work already completed will remain due. Where pre-payment has been made for a future visit that will not take place, we will handle any refund or credit in line with the confirmed terms and the legal position. Termination does not affect rights or obligations that are intended to continue after the end of the contract, including payment obligations, liability provisions, and governing law.

10. Governing Law and General Provisions

These terms, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction except where consumer law requires otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Any variation to these terms must be agreed in writing by us. Headings are included for convenience only and do not affect interpretation. References to singular words include the plural where the context allows, and vice versa.

These terms represent the general framework for Wandsworth Cleaners and are intended to create fair expectations for both parties. By proceeding with a booking, you confirm that you have read, understood, and accepted these conditions. If you require a specific arrangement that differs from these terms, it must be agreed in writing before the service begins.