Terms and Conditions for Cleaning Services
These Terms and Conditions set out the basis on which Cleaners Surrey provides domestic and commercial cleaning services in the UK. By making a booking, you agree to the terms below, which are designed to make the service clear, fair and straightforward for both parties. Please read them carefully before confirming any appointment.
In these terms, references to “we”, “us” and “our” mean the service provider, and references to “you” or “the customer” mean the person making the booking or receiving the service. These terms apply to all standard cleaning appointments, one-off cleans, recurring cleaning arrangements, end-of-tenancy cleans, and any related services agreed in writing.
By using the cleaning service, you acknowledge that the scope of work, timing, price and any special requirements will be confirmed during the booking process. If any part of the service is requested outside the agreed scope, we reserve the right to adjust the fee, reschedule, or decline the additional work where appropriate.
1. Booking Process
A booking is considered valid only when the service details have been agreed and confirmed. The customer is responsible for providing accurate information, including the property type, access arrangements, parking restrictions, cleaning preferences, and any conditions that may affect the work. This helps the surrey cleaners team allocate the right time, equipment and staff.
We may offer an estimate or quotation based on the information provided. Unless stated otherwise, any estimate is based on the details available at the time and may change if the actual condition of the property, the size of the area, or the requested tasks differ from the original description. A quotation does not become binding until it is accepted and confirmed.
We aim to confirm bookings promptly, but the service remains subject to availability. Confirmation may be given by email, message, or other written communication. Once confirmed, the customer should check the details carefully and notify us of any error as soon as possible. Failure to do so may result in delays, changes to the service, or additional charges.
The customer must ensure that the property is accessible at the agreed time. If access is delayed or denied, we may charge for waiting time, rescheduling or a failed visit. Where keys, access codes or entry instructions are provided, the customer confirms that they have authority to share them and that they are correct. We are not responsible for loss caused by inaccurate access details supplied by the customer.
For recurring appointments, the agreed schedule may be revised from time to time if both parties consent or if operational requirements make a change necessary. A regular cleaning service does not guarantee the same cleaner on every visit unless this has been specifically agreed in writing. Staff may be substituted due to illness, holidays or other operational reasons.
We may refuse or cancel a booking where the premises pose a health, safety or legal risk, or where the service requested is outside our reasonable capabilities. This includes situations involving infestations, hazardous waste, unsafe structures, extreme contamination, or situations requiring specialist remediation rather than ordinary cleaning.
2. Payments
All fees will be communicated before the service begins, either as a fixed price, hourly rate, or another agreed pricing structure. The customer agrees to pay the amount stated in the booking confirmation, together with any authorised extras. The price may vary if the work exceeds the original scope, if additional rooms or tasks are requested, or if the property requires more time than anticipated due to condition or access issues.
Payments must be made in the manner and within the timeframe specified at booking. We may require payment in advance, upon completion, or by invoice depending on the type of service arranged. Where payment is due after completion, the customer must settle the invoice by the stated due date. Late payment may result in reminder charges, suspension of future bookings, or recovery action where appropriate.
Where a deposit is requested, it secures the appointment and may be applied against the final balance unless stated otherwise. Deposits may be non-refundable in certain circumstances, including late cancellation or failure to provide access. Any discounts, promotional rates or special offers are valid only for the period and conditions stated at the time of booking and cannot be combined unless expressly allowed.
We reserve the right to revise prices for future bookings at any time. However, once a booking has been confirmed, the agreed fee will normally remain in place unless the customer changes the service request or the original information proves inaccurate. If a change in scope materially affects the cost, the customer will be informed before additional work is carried out.
It is the customer’s responsibility to ensure that payment details provided are correct and that sufficient funds are available. If a bank transfer, card payment or other method fails, the booking may be paused or cancelled until payment is received. Any fees charged by third-party payment providers are the customer’s responsibility unless otherwise stated.
For business customers, any agreed credit terms must be followed strictly. We may withdraw credit terms if invoices are repeatedly paid late or if there is concern about non-payment. Nothing in these terms limits our right to recover outstanding sums through lawful means.
3. Cancellations and Amendments
The customer may cancel or amend a booking by giving notice within the cancellation period stated at the time of booking. If no period is stated, reasonable notice should be given. Cancellations made too close to the appointment may incur a charge to cover staff time, travel, lost availability and administrative costs.
If the customer is not present or cannot provide access at the agreed time, this may be treated as a late cancellation or a failed appointment. In such cases, the full fee or a minimum call-out charge may be payable. Where repeated missed appointments occur, we may require advance payment for future visits or decline further bookings.
We may also need to cancel or reschedule due to staff illness, weather conditions, equipment failure, transportation disruption, or other circumstances beyond our control. If this happens, we will make reasonable efforts to rearrange the visit at a suitable time. Our liability for cancellation by us is limited to refunding any prepayment for work not carried out, unless otherwise required by law.
If the service must be paused or stopped because the property is unsafe, because the customer breaches these terms, or because the work requested changes substantially after arrival, any time already spent may still be charged. We will aim to explain the reason clearly and, where possible, agree a revised plan before continuing.
Amendments to a booking, including changes to date, time, service type or property size, are subject to availability. Where an amendment increases the workload or duration, an additional charge may apply. We recommend notifying us as early as possible of any change so that the schedule can be adjusted efficiently.
For recurring services, either party may end the arrangement by giving notice in accordance with the booking terms. If notice is not given, a final visit may still be charged. Any prepaid sessions not used after valid notice will be handled in line with the cancellation arrangement agreed at the time of booking.
4. Service Standards and Customer Responsibilities
We will carry out the cleaning service with reasonable care and skill. The exact outcome may vary depending on the condition of the property, the materials present, and the time or equipment available. Certain marks, stains, limescale, ingrained dirt, odours or damage may not be fully removable by standard cleaning methods. A clean result does not mean restoration or repair.
The customer should remove or secure valuables, confidential documents, fragile items and unsafe materials before the service begins. We are not responsible for items left in accessible areas unless loss or damage is caused by our negligence. If a particular item or area requires special handling, this must be explained before the booking so that we can decide whether it can be included.
Where the service is provided in a home or workplace shared with others, the customer must ensure that our staff are not obstructed, exposed to hazards, or asked to handle items outside the agreed scope. The customer remains responsible for making sure that pets are controlled, children are supervised, and access routes are clear during the appointment.
We may refuse to clean any area that contains bodily fluids, sharp objects, needles, mould requiring specialist treatment, or other hazardous contamination. In such cases, the relevant area may be left untouched and the appointment may be adjusted accordingly. Cleaners Surrey does not provide medical, biohazard or industrial decontamination services unless specifically agreed in writing.
If the customer requests the use of particular products, they must ensure that these are suitable for the surfaces involved and are safe for our staff to use. We may decline to use products that appear unsafe, unlabelled, expired or inappropriate. Our own cleaning materials may be used unless the customer asks us not to, and any such request should be made in advance.
Where keys are held by us for recurring or scheduled visits, they will be stored responsibly and returned upon request or termination of the arrangement. The customer must inform us immediately if a key, code or access device is lost, changed or becomes invalid. We are not liable for consequences caused by the customer’s failure to maintain secure access arrangements.
5. Liability
Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law. Subject to that, our total liability for any claim arising from the service is limited to the amount paid for the specific service in question.
We are not liable for pre-existing damage, wear and tear, hidden defects, or deterioration caused by age or poor maintenance. Surfaces such as delicate paintwork, aged grout, untreated stone, weakened fixtures or fragile glass may be more susceptible to damage during normal cleaning. The customer should alert us to any known weakness, and we may decline to clean especially delicate areas.
We are not responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or emotional distress, except where required by law. We also do not accept responsibility for delays caused by traffic, weather, access issues, public transport disruption, or other events beyond our reasonable control.
If damage is alleged, the customer must notify us within a reasonable time and provide relevant details, including photographs where possible. We may inspect the area or request further information before deciding how to respond. Where we accept liability, our remedy may include repair, replacement, refund, or a proportionate reduction in the charge, depending on the circumstances.
Customers must take reasonable steps to reduce any loss or damage after an incident has occurred. We will not be responsible for losses that could have been avoided or reduced by prompt action. This includes securing valuables, isolating damaged items, or informing relevant parties where necessary.
Any claim relating to the service should be raised as soon as practicable, and in any event within a reasonable period after the issue arises. Nothing in these terms affects your statutory rights as a consumer.
6. Waste Regulations and Disposal
We operate in accordance with applicable UK waste rules and environmental requirements. Standard domestic cleaning waste, such as dust, paper towels, packaging from cleaning products and general debris, may be collected and disposed of only if this has been included in the service scope. Waste handling will be limited to ordinary refuse arising from the cleaning task.
The customer remains responsible for arranging the removal of bulky, hazardous, clinical, electrical or construction waste unless we have expressly agreed otherwise and are legally able to do so. We will not transport or dispose of items that require specialist licensing, treatment or disposal methods. This includes paint, solvents, asbestos, sharp waste, needles, batteries, fridges, tyres and similar regulated materials.
If waste is left by us for collection, the customer must ensure that bins, skips or disposal points are available and suitable. We are not responsible for missed collections caused by local authority schedules, capacity limits, or pre-existing contamination of bins. Any instruction to dispose of a particular item does not override legal restrictions.
Where the cleaning service produces waste that must be separated for recycling or special handling, we will follow reasonable sorting practices if practical and if the customer has provided the necessary facilities. However, we do not guarantee compliance with any particular recycling scheme unless it has been agreed in advance and is legally and operationally feasible.
The customer warrants that any waste, contents or materials presented for removal are lawfully held and do not contain prohibited substances. If we discover suspected illegal or hazardous waste, we may stop work and report the matter to the relevant authorities where required by law.
We reserve the right to charge extra for the handling of unusually heavy, excessive or difficult waste removal that falls within permitted categories and has been expressly included in the booking. Any such charge will be explained before work continues where reasonably possible.
7. Governing Law and General Terms
These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere.
If any provision of these terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any right or remedy at any time does not waive that right or remedy for the future. Any variation to these terms must be agreed in writing.
These terms form the entire agreement between us and the customer in relation to the service, unless a separate written agreement says otherwise. In the event of any inconsistency between these terms and a specific written booking confirmation, the written confirmation will apply to the extent of that inconsistency.
We may update these Terms and Conditions from time to time to reflect changes in law, service arrangements or business practice. The version applicable to a booking is the one in force at the time the booking is confirmed, unless a later change is required by law or expressly agreed by both parties.
By continuing to use the service, you accept that standard terms may be updated for future bookings. It is the customer’s responsibility to review any new version before making a fresh appointment. Cleaners Surrey aims to keep the service transparent, compliant and professionally managed at every stage.
If you make a booking, you confirm that you have the authority to agree to these terms and that all information supplied is correct to the best of your knowledge. Acceptance of the service means acceptance of the responsibilities, limitations and rights set out above.