Terms and Conditions for Cleaners Brompton

These Terms and Conditions set out the basis on which our cleaning services are provided by Cleaners Brompton to residential and commercial customers in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. They are intended to be clear, fair, and practical, while protecting both the customer and the service provider. If anything in these terms is unclear, the meaning that best reflects ordinary UK service practice will apply.

For the purposes of this document, references to “we”, “us”, and “our” refer to the cleaning business operating under the Cleaners Brompton service name. References to “you” and “your” refer to the customer who makes the booking or receives the service. These terms apply to all standard and specialist cleaning services, including one-off visits, recurring arrangements, and any additional tasks agreed in writing or recorded in the booking summary.

We reserve the right to update or amend these Terms and Conditions from time to time. Any changes will apply to future bookings and ongoing work only where permitted by law and where the customer has been informed in a reasonable manner. If a booking has already been confirmed, the version of the terms in force at the time of confirmation will generally apply, unless a change is required for legal or safety reasons.

1. Booking Process

Bookings may be made through accepted communication methods such as telephone, email, online forms, or written message, depending on the channels made available. A booking is only considered accepted once we have confirmed the date, time window, type of cleaning requested, and any applicable price estimate or fixed fee. Until confirmation is issued, any proposed appointment remains provisional. Cleaners Brompton may decline a booking where the requested work is outside our scope, where appropriate access cannot be arranged, or where health and safety requirements cannot be met.

When arranging a cleaning service, you must provide accurate and complete details about the property, the condition of the area to be cleaned, the nature of any stains, hazards, pets, fragile items, parking restrictions, access arrangements, and any special instructions. If you fail to disclose material information and this affects the time, cost, safety, or outcome of the service, we may revise the price, limit the service, or cancel the appointment. Any estimate given before attendance is based on the information you provide and may change if the actual condition differs substantially.

It is your responsibility to ensure that we can access the premises at the agreed time. If keys, codes, parking permits, security instructions, or entry permissions are needed, these must be supplied in advance. Where access is delayed or denied, we may charge for waiting time, wasted attendance, or a rebooking fee. In some cases, if the delay is significant, the service may be treated as cancelled by you and the cancellation terms will apply.

2. Service Scope and Customer Responsibilities

Our services are provided with reasonable care and skill in line with the Consumer Rights Act 2015 and other applicable UK law. The exact tasks included will depend on the service type booked and any special arrangements agreed beforehand. Unless stated otherwise, cleaning services do not include moving heavy furniture, lifting fixed fittings, handling dangerous materials, or carrying out repair work. Any item, area, or task not expressly agreed may be excluded from the booking.

You are responsible for securing valuables, confidential documents, cash, jewellery, and fragile or sentimental items before the cleaning appointment begins. While our staff will act carefully and respectfully, we cannot accept responsibility for items left out in the open unless loss or damage is caused by our proven negligence. You must also make us aware of any surfaces, fabrics, or fixtures that are delicate, already damaged, or likely to react poorly to standard cleaning products. If appropriate, we may recommend a patch test or alternative method, but the final decision on the service remains subject to safety and practicality.

We expect a safe working environment. You must ensure the property is free from serious hazards such as exposed wiring, aggressive animals, unsafe flooring, or illegal substances. If our team believes the environment is unsafe, we may pause or stop the work without liability for any resulting delay or incomplete service. In such cases, you may still be charged for time already spent, travel, or preparatory work, depending on the circumstances.

3. Pricing, Payment, and Charges

Prices may be quoted as fixed fees, hourly rates, minimum charges, or package rates depending on the nature of the work. Unless otherwise stated, all quoted amounts are based on standard operating conditions and normal levels of dirt, clutter, and access. If additional labour, specialist products, extra equipment, or extended attendance is required, the price may be adjusted accordingly. Any revised charge will be explained where reasonably possible before further work proceeds.

Payment terms will be confirmed at booking or upon completion, depending on the service arrangement. We may require a deposit, pre-authorisation, part payment, or full payment in advance for certain appointments, recurring contracts, or high-value jobs. Unless otherwise agreed, invoices are payable immediately on issue or within the period stated on the invoice. Late payments may result in paused services, recovery action, and any reasonable administrative costs permitted by law.

We accept payment by the methods we make available from time to time. If a payment is reversed, declined, cancelled, or otherwise not successfully completed, we may treat the booking as unpaid and suspend further services until the outstanding balance is settled. Any bank charges, chargeback fees, or costs incurred because of failed payment processing may be passed on to you where permitted by law and where reasonably attributable to your actions.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The notice period required may vary according to the type of service, staffing commitment, and appointment length, but in general we expect at least 24 hours’ notice unless a different period has been agreed in advance. If you cancel with insufficient notice, we may charge a cancellation fee to cover lost time, staff allocation, and administrative overheads. For large or specialist bookings, a longer notice period may apply.

If our team attends the property and is unable to complete the service because of your failure to provide access, essential information, or a safe environment, the visit may be charged as a cancellation or missed appointment. Where possible, we may offer a revised slot, but this is not guaranteed. If we must cancel or reschedule due to unforeseen operational issues, staff illness, equipment failure, or circumstances outside our control, we will take reasonable steps to offer an alternative appointment at no extra charge.

In the event that repeated cancellations, access problems, or non-payment occur, we may decline future bookings. This is not a penalty but a business decision intended to maintain service quality and fair scheduling for all customers. Any deposit paid may be retained to the extent that it reflects genuine losses or costs already incurred, subject always to applicable consumer law.

5. Liability, Damage, and Limitations

We will exercise reasonable care and skill while carrying out all cleaning work. If we cause proven damage to your property through negligence, we will assess the issue fairly and may repair, clean, replace, or compensate, depending on what is reasonable in the circumstances. You must notify us of any alleged damage as soon as reasonably possible and provide relevant evidence, such as photographs, descriptions, or access for inspection. Failure to report a matter promptly may limit our ability to investigate properly.

Our liability does not extend to pre-existing damage, normal wear and tear, hidden defects, manufacturing faults, inappropriate installation, or deterioration caused by age, moisture, poor maintenance, or unsuitable materials. We are not responsible for loss caused by items that are unsecured, unstable, improperly stored, or already in a fragile condition unless our negligence is proven to be the direct cause. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded under UK law.

Where a claim is valid, our obligation will generally be limited to the reasonable cost of repair or replacement of the affected item, or the cost of the specific service element concerned, whichever is lower and appropriate in the circumstances. We shall not be responsible for indirect or consequential loss, including loss of profit, loss of enjoyment, business interruption, or emotional distress, except where required otherwise by law. Any limitation in this clause is intended to be applied only to the extent permitted by English law.

6. Waste Regulations and Disposal

Any waste removal or disposal provided as part of the service will be handled in accordance with applicable UK environmental and waste regulations. We will not transport, collect, or dispose of hazardous waste, clinical waste, asbestos, chemicals, solvents, sharps, controlled substances, or other regulated materials unless specifically agreed and legally permitted. If such materials are discovered during the service, we may stop work immediately and require you to arrange safe removal by a properly authorised contractor.

You are responsible for disclosing any items or materials that may require special handling before the service begins. If waste is presented for disposal without prior agreement, we may refuse to remove it or may charge an additional fee where lawful and appropriate. You must not request disposal of items that breach environmental, safety, or criminal law. We retain the right to report unlawful materials or unsafe conditions to the relevant authorities where required.

Where we remove ordinary household or office waste as part of an agreed cleaning task, you confirm that it is non-hazardous and legally disposable. We may separate, bag, or sort waste in a practical way, but final responsibility for the lawful classification of waste rests with you unless we have expressly undertaken that responsibility in writing. Any local transfer, recycling, or disposal arrangements will be made in accordance with the law and our operational procedures.

7. Complaints, Service Issues, and Remedies

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time so that we can investigate. Where the complaint concerns cleaning quality, we may request an opportunity to revisit the affected area and correct the issue, provided this is practical and the complaint is made promptly. A re-clean or partial remedy may be offered at our discretion where it is appropriate and lawful to do so, without admission of liability beyond what the law requires.

We aim to deal with concerns fairly and proportionately. However, a request for a refund, re-clean, or compensation does not automatically mean the remedy will be granted in full. The outcome will depend on the facts, the service booked, the condition of the property, and whether our staff were given a fair opportunity to complete the work. Cleaners Brompton may ask for supporting information before determining the correct response to a complaint.

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. If you are a consumer living in another part of the UK, you may also benefit from any mandatory rights that apply under the laws of your local jurisdiction. Nothing in these terms is intended to remove or reduce your statutory rights.

Any dispute not resolved informally will be subject to the jurisdiction of the courts of England and Wales, unless a different forum is required by applicable consumer law. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remainder will continue in full force. The invalid provision will be interpreted, where possible, so that it reflects the original intention as closely as lawful drafting permits.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these Terms and Conditions. They are designed to support a professional cleaning service relationship, ensure clarity around payment and cancellations, and manage risk responsibly. If you require a written summary of any agreed variation to these terms, it should be documented in the booking record or in a separate written confirmation.