Terms and Conditions for Cleaners Bermondsey

These Terms and Conditions set out the basis on which Cleaners Bermondsey provides domestic and commercial cleaning services to customers in the UK. By making a booking, you agree to be bound by these terms, which are intended to create a clear and fair arrangement for both parties. They apply to one-off cleans, recurring services, specialist cleaning tasks, and any related work agreed in writing. References to “we”, “us”, and “our” mean the cleaning service provider; references to “you” and “your” mean the customer receiving the service. These terms should be read carefully before confirming any booking.

The purpose of these terms is to explain how service requests are handled, what information is required from you, how payments are made, and what happens if a booking is changed or cancelled. They also explain our responsibilities, your responsibilities, and the limits of our liability. Where a service is arranged on behalf of a business, organisation, landlord, tenant, or agent, the person who places the booking confirms they have authority to agree to these terms. Nothing in these terms affects your statutory rights under UK consumer law.

We may update these terms from time to time to reflect changes in law, service procedures, or operational needs. Any updated version will apply to future bookings, while confirmed bookings will ordinarily remain subject to the version in force when the booking was accepted, unless a change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

Booking Process

To arrange a service with Cleaners Bermondsey, you must provide accurate details about the property, the type of cleaning required, access arrangements, preferred date and time, and any special instructions. Your request is treated as an invitation to book, not as a binding contract, until we confirm availability and accept the service. We may ask for photographs, floor plans, appliance details, or other information if this is necessary to assess the work properly.

Once we have reviewed the request, we may provide an estimate, proposed schedule, or a fixed quotation depending on the nature of the job. Any quotation is based on the information supplied by you and may be revised if the actual conditions differ from those described. For example, additional rooms, excessive soiling, restricted access, or hazardous conditions may require extra time or charges. A booking is only confirmed when we have clearly accepted it, whether verbally, electronically, or in writing.

At the time of booking, you must ensure that the property is safe and reasonably prepared for the cleaning to take place. This includes removing fragile items, securing valuables, and disclosing any risks such as broken glass, pests, mould, or bodily fluids. If you fail to disclose relevant information and this affects the performance of the service, we may adjust the price, suspend the work, or refuse to continue where necessary for safety or practicality. We may also refuse a booking if the request is outside our service scope or if we consider that the property conditions are unsuitable.

Payments

Unless otherwise agreed, payment is due in full on completion of the service or in advance where a deposit or prepayment arrangement has been specified. For recurring services, invoices may be issued weekly, monthly, or after each visit, depending on the account setup. Accepted payment methods may include bank transfer, card payment, standing order, direct debit, or another method agreed in advance. Any payment terms notified at the time of booking form part of the contract.

If a quotation is based on a fixed fee, that fee covers the work described in the booking confirmation only. Additional services requested on the day, or work made necessary by conditions not reasonably foreseeable from the information provided, may be charged separately. We will normally explain any likely change in cost before proceeding, but where urgent action is required to complete or safely continue the work, you authorise us to apply reasonable additional charges.

Late or missed payments may result in suspension of further services, cancellation of recurring visits, and recovery action for outstanding sums. You remain responsible for any charges properly due under the booking, including fees for aborted visits where access is not provided, or where work cannot proceed because of incorrect information, lack of electricity or water, or failure to prepare the property as agreed. We may also charge interest on overdue balances where permitted by law and may recover reasonable costs incurred in enforcing payment.

Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service, the size of the job, and whether specialist equipment or staff have been allocated. Where a cancellation is made too close to the appointment time, a cancellation fee may apply to reflect lost time, reserved resources, or travel costs. Any such fee will be fair and proportionate.

If we need to cancel or change an appointment, we will use reasonable efforts to notify you promptly and offer an alternative date or suitable replacement arrangement where possible. We are not liable for delays or cancellations caused by events beyond our reasonable control, including severe weather, transport disruption, power failures, illness, or emergency incidents. In such cases, we will attempt to rearrange the service at the earliest practical opportunity.

If our team arrives at the property but cannot gain access, or if the service cannot take place because the property is not ready, unsafe, or materially different from the description provided, the visit may be treated as a missed appointment and charged accordingly. You are responsible for ensuring that someone is present if required, or that access has been arranged in advance. Repeated cancellations, repeated no-access visits, or persistent changes to the booking may lead us to withdraw future availability.

Service Standards and Customer Responsibilities

We will use reasonable care and skill in carrying out the cleaning services agreed with you. Our staff will follow the booking details, instructions supplied by you, and any reasonable site rules made known in advance. However, our ability to achieve a particular result may depend on the condition of the property, the nature of the materials treated, and the availability of suitable equipment, water, and power.

You agree to provide a safe working environment and to notify us of any relevant hazards before the service begins. This includes, without limitation, slippery surfaces, sharp objects, concealed damage, unstable fixtures, asbestos concerns, infestation, or chemical residues. You must also ensure that pets are secured if necessary and that any sensitive items, confidential documents, or personal belongings are removed or protected before cleaning starts. We are not responsible for items left in areas scheduled for cleaning unless loss or damage is caused by our proven negligence.

Where specialist products, machinery, or stain-removal methods are required, we may decline to use a method if we consider it inappropriate for the surface or likely to cause damage. Cleaners Bermondsey may refuse to clean items or surfaces that are excessively delicate, inherently unstable, or known to be at risk from standard cleaning methods. In such cases, we may suggest an alternative approach, but we are not obliged to guarantee the removal of every stain, mark, or odour.

Liability and Insurance

We will take reasonable care to avoid causing damage during the provision of our services. If damage is alleged to have occurred, you must notify us as soon as reasonably possible and provide sufficient detail to allow the issue to be investigated. Claims should be supported by photographs, a description of the incident, and where appropriate, evidence of the condition of the item before and after the service. Failure to report damage promptly may affect our ability to investigate or resolve the matter.

Our liability is limited to losses directly caused by our negligence, breach of contract, or wilful misconduct, and only to the extent permitted by law. We shall not be liable for indirect or consequential losses, loss of profit, business interruption, loss of opportunity, or loss arising from inaccurate information supplied by you. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Where we are responsible for proven damage, our remedy may be limited to repair, replacement, or the reasonable cost of making good the affected item, subject to the item’s age, condition, and depreciated value. We do not accept responsibility for pre-existing damage, normal wear and tear, hidden defects, or deterioration caused by age or unsuitable materials. You are encouraged to remove or secure high-value, sentimental, fragile, or irreplaceable items before the service begins.

Waste Regulations and Disposal

Any waste generated as part of the service will be handled in a responsible manner and in accordance with applicable UK waste laws and environmental requirements. Unless otherwise agreed, our services do not include the removal of controlled waste, hazardous waste, or large quantities of rubbish beyond the cleaning task itself. Items such as broken glass, needles, bodily fluids, contaminated materials, chemical residues, paint, solvents, asbestos-containing materials, and electrical waste may require specialist handling and cannot be dealt with as ordinary cleaning waste.

You must tell us in advance if the property contains waste that may be regulated, hazardous, or unsuitable for routine disposal. If such materials are discovered during the service, we may pause the work, require your instructions, or stop the service entirely if continuing would place staff, occupants, or the public at risk. Any additional disposal arrangements, specialist collections, or protective measures may incur extra costs.

Where waste is removed as an incidental part of the service and is permitted by law, it will be separated, bagged, and disposed of in a lawful and responsible manner. You remain responsible for ensuring that any items left for disposal do not breach waste transfer rules, landlord requirements, building regulations, or local collection restrictions. We do not act as a waste management contractor unless expressly agreed in writing.

Complaints and Dispute Handling

If you are dissatisfied with any aspect of the service, you should notify us promptly so that we can assess the issue and, where appropriate, offer a remedy. Depending on the circumstances, this may include a re-clean of the affected area, a partial refund, or another reasonable solution. We ask that concerns are raised before arranging third-party work or making changes that might prevent us from investigating the matter properly.

We will consider complaints fairly and within a reasonable time. To assist with review, you should provide relevant photographs, booking details, and a clear explanation of the issue. We are not obliged to accept responsibility where the complaint relates to conditions outside our control, incomplete information, access problems, or results that are inconsistent with the agreed service scope. Any informal resolution offered by us is made without admission of liability unless expressly stated otherwise.

Data Protection and Privacy

We process personal information only for legitimate business purposes connected with the booking, performance, administration, and payment of our services, and in accordance with applicable UK data protection law. This may include contact details, property access information, service history, billing records, and any notes necessary to complete the job safely and efficiently. We take appropriate measures to keep information secure and to restrict access to authorised personnel.

We may retain records for contractual, legal, accounting, and operational reasons for as long as reasonably necessary. You should avoid sharing unnecessary sensitive information unless it is relevant to the service and required for safety or access. By proceeding with a booking, you agree that we may use the information you provide for the purpose of delivering the service and managing the customer relationship.

Termination and Suspension

We may suspend or terminate a booking, recurring arrangement, or account if you breach these terms, fail to pay amounts due, provide unsafe working conditions, or act abusively toward staff. If we do so, we will usually give notice where practicable, but immediate termination may occur where there is a health, safety, legal, or security concern. Any sums owed for services already delivered, aborted visits, or authorised charges remain payable.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer legislation requires otherwise. If you are booking services as a consumer, nothing in this section removes or limits any rights that cannot be excluded under applicable law.

Cleaners Bermondsey aims to provide a professional and reliable service, and these terms are designed to set clear expectations from the outset. By confirming a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. Please retain a copy for your records.