Cleaners Acton Terms and Conditions

These Terms and Conditions set out the basis on which our cleaning services are provided to domestic and commercial customers. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by the terms below. Please read them carefully, as they explain how bookings are accepted, how payments are handled, when cancellations may apply, and the limits of our responsibility. Throughout this document, references to Cleaners Acton, we, us, and our mean the service provider offering cleaning work under these terms.

These terms are intended to be fair and practical. They are designed to protect both the customer and the cleaning provider by setting clear expectations before any work begins. The services covered may include regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, after-builder cleaning, and similar domestic or commercial cleaning work, unless a separate written agreement states otherwise. Specialist treatments, delicate materials, or restricted-access areas may require additional conditions or may be excluded entirely.

If any part of these terms is unclear, the customer should raise the issue before the booking is confirmed. We may update these terms from time to time to reflect changes in law, operational practice, or service availability. Any updated version will apply to bookings made after the new version becomes effective. If a customer continues to use the service after such changes, this will be taken as acceptance of the revised terms.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the requested service, date, time, and scope of work. A booking request does not guarantee a slot. The customer must provide accurate information about the property, the type of service required, access arrangements, parking restrictions where relevant, and any specific cleaning priorities. Where a service depends on the size or condition of the premises, the final quotation may be adjusted if the information provided is incomplete or incorrect.

We reserve the right to decline a booking if the requested work is outside our service scope, if the premises present a health or safety concern, or if the equipment or materials required are not reasonably available. Some services may require a pre-visit assessment or photographs in order to provide an estimate. If a customer books on behalf of another person, the person placing the booking confirms that they have authority to do so and that they accept responsibility for payment and related communication.

Our team will attend at the agreed time window where reasonably possible. However, appointment times are estimates and may be affected by traffic, weather, access issues, or previous appointments running late. Cleaners Acton will make reasonable efforts to notify the customer of significant delays, but no guarantee is made that arrival will occur at an exact minute. If the customer is not present and access has not been arranged, the appointment may be treated as a late cancellation or failed visit.

Payments and Charges

Unless agreed otherwise in writing, payment becomes due upon completion of the service or, for certain commercial arrangements, in advance of the appointment. Prices are based on the information supplied at the time of booking, including the size of the property, the duration of the job, the level of cleaning required, and whether any specialist tasks are included. If the actual work required is materially greater than described, we may revise the charge accordingly, provided the customer is informed where practicable.

Accepted payment methods, timing, and invoicing arrangements may vary depending on the type of service and customer category. If an invoice is issued, it must be paid by the due date stated on the invoice. Late payment may result in suspension of future services and, where lawful, the recovery of reasonable costs incurred in pursuing the debt. Any bank charges or processing fees caused by refused or reversed payments may be passed on to the customer where permitted.

Quotes are valid only for the period stated, or if no period is stated, for a reasonable time. A quotation is based on the facts available at the time and may not cover hidden contamination, heavy staining, animal waste, mould, bodily fluids, or excessive clutter unless expressly included. If additional work is required, we will normally seek approval before proceeding. We will not carry out chargeable extra work without the customer’s consent unless immediate action is necessary to prevent damage or serious risk.

Where a deposit, call-out fee, or minimum charge applies, the customer will be informed before the booking is finalised. Such amounts may be non-refundable where time has been reserved or preparatory work has been completed. Discounts, promotional rates, and special offers are discretionary unless expressly confirmed in writing, and they may be withdrawn or altered at any time before acceptance of the booking.

Cancellations, Rescheduling, and Access

Customers may cancel or reschedule a booking by giving reasonable notice. Unless a different policy is stated at the time of booking, cancellations made with at least 24 hours’ notice will not normally incur a charge. Cancellations made with shorter notice may be charged in full or in part to cover reserved labour, travel, and lost appointment time. The exact amount may depend on the circumstances, the length of the appointment, and whether materials have already been prepared.

If our team arrives at the property and cannot gain access, or the property is unsuitable for the agreed service, the visit may be charged as a failed appointment. Examples include keys not being available, entry codes not working, the customer being absent where presence is required, utilities being disconnected, or rooms being inaccessible due to safety hazards. If the booking has to be postponed because the property is not ready, the cancellation or rescheduling charge may still apply.

We may also reschedule or cancel an appointment where there is an unexpected staff shortage, severe weather, emergency circumstances, or any issue that makes attendance impractical or unsafe. In such cases, we will usually offer an alternative time. Where we cancel for operational reasons, any prepaid amount for the cancelled portion of the service will be refunded or credited, unless the cancellation results from the customer’s breach of these terms or from false information supplied at booking.

Service Standards and Customer Responsibilities

We will carry out cleaning services with reasonable skill, care, and attention, using equipment and products appropriate for the task agreed. However, the result may vary depending on surface age, prior neglect, material sensitivity, and the condition of the property. Some marks, odours, ingrained stains, or long-standing build-up may not be fully removable without causing damage. No guarantee is given that every stain, mark, or defect will disappear completely, especially where the item is already worn or fragile.

The customer must ensure that the property is reasonably prepared for cleaning. This includes securing valuables, moving fragile items if requested, providing water and electricity, and advising us in advance of any hazards or access restrictions. If the customer wants us to clean around specific possessions or avoid certain areas, clear instructions should be given before the service starts. We accept no responsibility for items left in unsafe positions, or for loss caused by inadequate preparation where reasonable care has been taken by our team.

Customers should also inform us of any pets, allergy concerns, health risks, pest issues, or alarm systems that may affect the work. If hazardous substances, sharps, human or animal waste, or other specialist contaminants are present, additional controls may be needed. We may refuse to handle such materials unless the task has been agreed in advance and is legally and operationally suitable for us to perform.

Liability and Limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited under English law. Subject to that, our liability is limited to losses that are foreseeable and directly caused by our breach of contract or negligence. We are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or emotional distress arising from the use of our services.

Where damage is alleged, the customer must notify us as soon as reasonably possible and in any event within 24 hours of completion of the service, providing clear details and, where available, photographs. We may need time to investigate the complaint and may request access to inspect the affected item or area. If damage is proven to be caused by our negligence, our responsibility will generally be limited to reasonable repair costs or the replacement value of the damaged item, taking account of age, wear, and depreciation.

We are not liable for pre-existing faults, hidden defects, deterioration caused by age or unsuitable materials, or damage resulting from the customer’s failure to provide correct information. Nor are we responsible for damage caused by items that are unstable, improperly installed, or already compromised. The use of customer-supplied products or equipment is at the customer’s risk unless the damage arises from our clear misuse. If we consider that continuing work would create a risk of damage, we may stop the service until the issue is resolved.

Insurance arrangements, where in place, do not expand our liability beyond what these terms provide. Any claim must be supported by reasonable evidence. The customer must also take reasonable steps to reduce loss after an incident. If a claim is inflated, unsupported, or made for work outside the agreed scope, we reserve the right to reject it. All decisions will be assessed on a case-by-case basis in line with the facts, the service instructions, and applicable law.

Waste Regulations and Disposal

Our service does not include the removal or disposal of waste unless this has been expressly agreed in writing and can lawfully be carried out. Cleaning waste, packaging, disposable cloths, and small amounts of residue generated during the normal performance of the service may be collected and disposed of by us as part of the job. However, larger quantities of rubbish, bulky items, building waste, or restricted waste streams may require separate arrangements and may be excluded from standard cleaning appointments.

We and the customer must comply with all applicable waste-handling laws and environmental requirements. This means that materials such as chemicals, oils, batteries, sharps, sanitary waste, asbestos-related debris, mould-contaminated materials, and clinical waste must not be left for ordinary disposal unless proper lawful handling is arranged. If such materials are found, we may suspend the service and request that the customer arrange specialist removal. We are not obliged to transport or carry hazardous waste.

If waste is removed under a separate agreement, the customer is responsible for ensuring that the waste can legally be moved, stored, and disposed of, and that any necessary permissions have been obtained. We may refuse collection if we believe the waste is misdescribed, unsafe, contaminated, or likely to breach regulations. Any surcharge associated with sorting, segregation, protective packaging, or lawful disposal may be added to the invoice. We will not knowingly engage in any activity that could place us in breach of environmental, health and safety, or duty-of-care obligations.

Complaints, Termination, and Governing Law

If the customer is dissatisfied with the service, they should inform us promptly so that we may review the issue and, where appropriate, put matters right. We may offer a re-clean, a partial refund, or another reasonable remedy depending on the nature of the complaint and the evidence provided. Complaints made long after the service date may be harder to investigate and may not be accepted if the issue could not reasonably be verified. This does not affect any rights the customer may have under law that cannot be excluded.

We may suspend or terminate services immediately if the customer behaves abusively, withholds material information, fails to pay amounts due, creates an unsafe working environment, or asks us to do something unlawful or outside our service scope. Any prepaid sums for work not performed will be handled fairly, taking account of any cancellation fees or costs already incurred. Likewise, the customer may discontinue ongoing services by giving the notice agreed at the time of booking or, if none is stated, reasonable notice.

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 will have exclusive jurisdiction, unless the parties agree otherwise in writing or another forum is required by law. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. By booking or receiving our cleaning services, the customer confirms acceptance of these Terms and Conditions.