Terms and Conditions for Cleaners Catford

These Terms and Conditions set out the basis on which Cleaners Catford provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or permitting our team to begin work, the customer agrees to these terms. They are designed to create a clear, fair, and practical agreement for both sides. In these terms, references to we, us, and our mean the cleaning service provider, and references to you and your mean the customer who books or receives the service.

These terms apply to standard cleaning, deep cleaning, end of tenancy cleaning, one-off cleans, and any related cleaning services agreed in advance. They also apply to any additional tasks requested on the day, provided those tasks are accepted by us. We may update these terms from time to time, and the version in force at the time of booking will generally apply to that service unless a different written agreement has been made.

Cleaning services Catford are supplied on the understanding that the customer has provided accurate information about the property, the scope of work, access arrangements, and any special requirements. If the information supplied is incomplete or incorrect, the service may need to be adjusted and the price may change accordingly.

1. Booking Process

Bookings may be made by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have acknowledged it and, where required, received any deposit or upfront payment. We reserve the right to decline a booking if we are unable to provide the requested service, if access conditions are unsuitable, or if the requested work falls outside our usual service scope.

When you make a booking for cleaners in Catford, you must provide accurate details including the type of property, number of rooms or areas to be cleaned, desired date and time, parking or access restrictions, and any items that may affect the cleaning process. If you request a specialist service, such as oven cleaning, after-builders cleaning, or stain treatment, you should disclose this at the time of booking so that we can allocate the correct equipment, staff, and time.

We may provide an estimate or fixed price based on the information you supply. Estimates are based on the description given and may be revised if the actual condition of the property differs from what was described. If the property requires more time, additional staff, specialist products, or extra equipment, you agree that a revised charge may apply.

It is your responsibility to ensure that someone aged 18 or over is present to give access where necessary, unless alternative access arrangements have been agreed in advance. If our team arrives and cannot gain access, or if the service cannot proceed for reasons outside our control, the visit may still be chargeable.

2. Service Standards and Customer Responsibilities

We will carry out the agreed cleaning service with reasonable care and skill and in line with industry standards. Our staff will use professional judgement regarding the most appropriate methods and products for the surfaces or items being cleaned. However, certain materials and finishes may be delicate, aged, or unsuitable for standard cleaning techniques, and we may decline to treat them if doing so could cause damage.

The customer must ensure that the property is safe and suitable for cleaning work to take place. This includes providing hot and cold running water, electricity, ventilation where needed, and reasonable access to the areas to be cleaned. You should also remove or secure valuables, cash, jewellery, confidential documents, fragile items, and any objects you do not want cleaned or moved. We do not accept responsibility for items left accessible in the property unless loss or damage results directly from our negligence.

If pets are present, you must tell us in advance. Animals should be secured in a way that allows our staff to work safely and without disturbance. We may pause or stop work if conditions in the property are unsafe, unhygienic, or otherwise unsuitable. In such circumstances, the visit may be partially or fully chargeable depending on the situation.

For cleaning services Catford, customers should also advise us in advance of mould, bodily fluids, pest infestations, hazardous materials, heavy soiling, or any condition that may present a health and safety risk. We reserve the right to refuse certain tasks if they require specialist treatment or fall outside normal domestic cleaning operations.

3. Payments and Charges

Prices may be quoted as hourly rates, fixed fees, or estimates depending on the type of service. All prices are stated in pounds sterling unless otherwise agreed. Unless expressly stated otherwise, prices may be subject to VAT where applicable. Any quoted price is valid for the period stated in the quotation or, if no period is stated, for a reasonable time only.

Payment is due in accordance with the payment terms agreed at booking. This may include payment in advance, payment on completion, or a deposit with the balance due after the service. We reserve the right to request full payment before work begins for some services, including large-scale jobs, specialist cleans, or bookings from new customers. If a deposit is required, the booking may be treated as provisional until the deposit is received.

If additional work is requested during the appointment, we will let you know if this changes the price. You may choose whether to proceed, but if you approve the extra work verbally, by message, or by conduct, you agree to pay the adjusted amount. Travel charges, parking charges, congestion or access fees, and specialist consumables may also be added if these are necessary and were not already included in the quote.

Late or non-payment may result in suspension of further services and recovery action where appropriate. You agree to pay any reasonable costs incurred in collecting overdue sums, including administrative costs and legal fees where permitted by law. We may withhold future bookings until outstanding balances are cleared.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us notice within the time period stated at booking or, if no period is stated, as early as possible. Cancellations made with sufficient notice may be free of charge, but short-notice cancellations may incur a fee to cover allocated staff time, reserved time slots, and preparatory costs.

If you cancel after we have already begun travelling to the property or after our team has arrived, the visit may be fully or partially chargeable. If the appointment is missed because access was not provided, keys were unavailable, the wrong address was supplied, or no one was present to admit us where required, we may charge a call-out or cancellation fee. This applies equally to cleaners Catford appointments and other service areas.

We may reschedule or cancel an appointment if staff become unavailable through illness, emergency, severe weather, transport disruption, equipment failure, or other events beyond our reasonable control. If we do so, we will aim to provide as much notice as reasonably possible and offer an alternative appointment. Our liability in such cases is limited to the amount you have paid for the affected service, unless otherwise required by law.

If a recurring service is arranged, either party may terminate the arrangement by giving reasonable notice. We may also end a recurring arrangement immediately if payment is not made, access arrangements repeatedly fail, or the property conditions place staff at risk.

5. Liability and Damage

We aim to provide a careful and professional service, but liability is limited to the extent permitted by law. 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 legally be excluded under UK law.

We are not responsible for pre-existing damage, worn surfaces, defective fixtures, loose fittings, unstable furniture, hidden faults, or damage caused by unsuitable materials or construction methods. We also are not liable for damage caused by items that were already damaged, poorly maintained, or incorrectly installed, including seals, grout, paint, laminate, fragile glass, aged textiles, or delicate finishes. Where a surface is at risk, we may decline to clean it or may only proceed at your instruction and risk after warning you of the potential issue.

If you believe damage has occurred during a service, you must notify us as soon as reasonably possible and in any event within a reasonable time after the appointment. You should provide photographs and a clear description of the issue to help us investigate. We may require the item or area to be left available for inspection. We will not be liable for claims that are not reported promptly or that cannot be linked to our work on the balance of probabilities.

Our total liability for any claim arising from the service, whether in contract, tort, negligence, or otherwise, shall be limited to the amount paid for the specific service giving rise to the claim, except where such limitation is prohibited by law. We will not be liable for indirect or consequential losses, including loss of profit, business interruption, loss of opportunity, or emotional distress, to the extent allowed by law.

6. Waste Regulations and Disposal

Waste handling is an important part of responsible cleaning. We will not remove, transport, or dispose of controlled, hazardous, or regulated waste unless this has been agreed in writing and handled in compliance with applicable waste laws. This includes, but is not limited to, asbestos, chemicals, sharps, medical waste, paint, solvents, gas cylinders, and electrical items that require specialist disposal.

For ordinary domestic refuse generated during a cleaning service, we may place waste into the bins or disposal points provided by you, provided this can be done safely and lawfully. You remain responsible for ensuring that suitable waste containers are available and that your household waste arrangements comply with local rules. If you ask us to bag or separate rubbish, this will only be done within the scope of the agreed service and in a safe manner.

Where a job involves removal of bulky waste, contaminated materials, or items that may be classed as controlled waste, you must tell us in advance. We may require additional charges, special handling arrangements, or proof that the waste will be collected by a licensed operator. We reserve the right to refuse any waste-related request that could place us in breach of the law or create unnecessary environmental risk.

You are responsible for the contents of the property and for ensuring that any items left for disposal are lawful to handle. If prohibited items are discovered during cleaning, we may stop work and leave the items undisturbed, or we may notify the appropriate authorities if required by law. These obligations apply to all customers using Cleaning services Catford and to any other location we serve in the UK.

7. Complaints, Access, and Force Majeure

If you are unhappy with any aspect of the service, you should notify us promptly so that we can consider the issue and, where appropriate, inspect or remedy the matter. We may offer a re-clean, a partial refund, or another reasonable solution depending on the circumstances. Any complaint must relate to the agreed service and must be supported by sufficient detail to allow investigation.

We are not responsible for delays or failure to perform caused by events beyond our reasonable control, including but not limited to severe weather, fire, flood, pandemic-related disruption, strikes, public transport breakdowns, utility failures, accidents, or acts of government. If such an event occurs, performance may be delayed, suspended, or cancelled without liability except for refunds for any services not provided.

You agree to provide lawful and safe access to the property and to ensure that our staff are treated respectfully. We may withdraw our team from any property if they are subjected to abuse, threats, harassment, discrimination, or any unsafe condition. In such cases, the appointment may be treated as cancelled by the customer.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising from them 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, except where consumer law provides otherwise.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be treated as removed to the minimum extent necessary, and the remainder of the terms shall continue in full force and effect. No failure by us to enforce any right or remedy shall be interpreted as a waiver of that right or remedy.

These terms form the entire agreement between you and us in relation to the cleaning service, unless we agree otherwise in writing. For customers using cleaners Catford, the same legal protections and obligations apply as for any other UK customer, subject always to mandatory consumer rights and statutory requirements.

By confirming a booking or allowing work to begin, you acknowledge that you have read, understood, and accepted these Terms and Conditions. These terms are intended to be clear, balanced, and consistent with UK service law, while allowing us to deliver a reliable and professional cleaning experience.