Terms and Conditions for Cleaners Lambeth
These Terms and Conditions set out the basis on which our domestic and commercial cleaning services are provided by Cleaners Lambeth. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. Please read them carefully before using our services. They are designed to make the booking process clear, explain how payments are handled, and set out the responsibilities of both parties. For the purposes of these terms, references to we, us, and our mean the cleaning service provider, and references to you and your mean the customer receiving the service.
These conditions apply to a wide range of cleaning services, including regular domestic cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, and other cleaning appointments arranged in advance. The exact scope of each service will depend on the booking details confirmed at the time of reservation. Any special requests must be agreed before the appointment and may be subject to additional charges. While we aim to be flexible, our ability to deliver services efficiently depends on accurate information being provided at the time of booking, including access arrangements, property type, and any known hazards or restrictions.
These terms are intended to support a professional and transparent relationship between Cleaners Lambeth and our clients. They should be read together with any written quotation, booking confirmation, or service notes provided before the appointment. If there is any inconsistency between these terms and a specific written agreement, the written agreement will normally take priority to the extent of that inconsistency. Nothing in these terms affects your statutory rights as a consumer under UK law.
Booking Process
A booking is usually made after an enquiry and a quotation or estimate, which may be based on the size of the property, the type of clean required, the condition of the premises, and the expected duration of the work. Once the details are agreed, the booking becomes provisional until confirmed by us. A booking is only accepted when we have issued a confirmation, whether verbally or in writing. The confirmation may include the service date, expected start time, scope of work, and any relevant conditions.
When arranging a booking with cleaners in Lambeth, you must provide accurate, current, and complete information. This includes the address, access instructions, parking restrictions where relevant, pet information, and details of any issues that could affect the cleaning process. If the information given is incomplete or incorrect, we may need to revise the price, amend the service, or reschedule the appointment. We are not responsible for delays or additional charges caused by inaccurate information supplied by the customer.
We reserve the right to decline or cancel a booking if the service requested falls outside our operational capabilities, if there is a risk to health and safety, or if the property conditions are materially different from those described. Any changes to the booking requested by you after confirmation must be agreed in advance. Where possible, we will accommodate reasonable alterations, but changes may affect the price, timing, or availability of the service. It is your responsibility to ensure that someone is available to grant access if required.
Payments
Our fees may be charged on an hourly basis, as a fixed price, or according to a quotation specific to the service requested. The price will usually be confirmed before the appointment starts. If the work required turns out to be significantly different from the information provided, we may revise the quote to reflect the actual service delivered. Any supplementary charges will be explained where reasonably possible before additional work begins. For larger or more specialised jobs, a deposit may be required to secure the booking.
Payment terms will be confirmed at the time of booking. Unless agreed otherwise, payment is due on completion of the service or on the invoice date stated. We may accept bank transfer, card payment, or other methods communicated at the time of booking. If payment is not made by the due date, we reserve the right to charge interest and reasonable recovery costs where permitted by law. In the event of non-payment, further bookings may be suspended until outstanding amounts are settled. Any discounts, promotional prices, or special offers are subject to the conditions that apply at the time they are offered.
If a service is booked on a regular basis, billing arrangements may be repeated weekly, fortnightly, monthly, or according to another agreed cycle. Where an account arrangement exists, invoices must be paid within the stated period. It is your responsibility to check invoices promptly and notify us of any genuine query as soon as possible. Failure to raise a query within a reasonable time may be treated as acceptance of the invoice. Any charges related to bank fees, failed payments, or chargebacks may be passed on to you where permitted.
Cancellations and Rescheduling
We understand that plans can change, and we aim to be fair and practical when handling cancellations. If you need to cancel or reschedule, you must provide notice within the period stated in your booking confirmation or, if none is stated, within a reasonable time before the scheduled appointment. Cancellations made at short notice may be subject to a charge, particularly where a team has already been allocated, travel has begun, or materials have been prepared specifically for your appointment.
If you fail to provide access at the agreed time, or if the property is inaccessible for reasons outside our control, this may be treated as a late cancellation or a wasted visit. In such cases, you may still be charged the full or partial fee that would have applied to the appointment. Where we need to cancel or reschedule, we will try to give you as much notice as reasonably possible and offer an alternative appointment where available. We are not responsible for indirect losses caused by cancellation, including lost earnings, unless required by law.
Service Standards and Customer Responsibilities
We will carry out services with reasonable care and skill, using methods and products appropriate for the task. However, cleaning results may vary depending on the age, condition, and materials of the property and contents. Some stains, marks, or damage may not be fully removable. Any guarantees or service promises will apply only if expressly stated in writing. You are responsible for safeguarding valuables, fragile items, confidential documents, and items of sentimental or financial importance before the service begins.
You should ensure that the property is reasonably safe for our staff to work in. This includes providing sufficient lighting, electricity, running water where required, and safe access to the areas that need cleaning. You must inform us in advance of any known hazards, including mould, bodily fluids, pests, exposed wiring, structural issues, or other conditions that may affect the safety of the service. If we believe a site is unsafe, we may pause or refuse work until the issue is resolved. We may also adjust the service if certain areas are not safe to access.
Where a service involves the use of your equipment or products, you are responsible for ensuring that they are suitable and in working order. We are not liable for damage caused by defective appliances, unsuitable cleaning materials supplied by you, or hidden defects in furniture, fittings, or surfaces. Any special instructions should be given clearly before the service starts. If instructions are not practical, not safe, or inconsistent with professional standards, we may decline to follow them.
Liability and Limitations
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited under UK law. Subject to that, our liability for loss or damage arising from the service is limited to the amount you paid for the specific appointment in question, except where a different limit is required by law. We will not be responsible for indirect, consequential, or purely economic losses such as loss of profit, loss of business, or loss of opportunity.
If damage is alleged to have occurred during the service, you must notify us as soon as reasonably possible and provide evidence of the issue, including photographs where appropriate. We may ask to inspect the affected item or area before any decision is made. We will not accept liability for damage caused by pre-existing wear and tear, hidden defects, unsuitable materials, poor maintenance, or items that were not fit for cleaning. Our liability is also excluded where damage results from instructions given by you against our advice.
For services involving delicate surfaces, antiques, high-value items, or specialised materials, you should tell us in advance so we can assess whether the work can be carried out safely. We may decline to clean certain items or areas if doing so would pose an unreasonable risk. Any recommendation we make about suitability is based on the information available at the time and is not a warranty. If a claim is valid, our sole obligation may be to repair, re-clean, replace, or refund, depending on the circumstances and legal requirements.
Waste Regulations and Disposal
Our services may include the removal of general waste generated during cleaning, such as disposable cloths, packaging, and standard household waste, where this has been agreed in advance. However, waste disposal is subject to UK environmental and waste-handling laws, and we will not remove items that require specialist collection, licensing, or treatment unless specifically arranged and legally permitted. This includes hazardous waste, clinical waste, asbestos, chemicals, paint, sharps, and any other controlled materials.
You must inform us in advance if the property contains waste that may be hazardous, contaminated, bulky, or otherwise regulated. We may refuse to handle such waste, or we may arrange for it to be dealt with separately if lawful and appropriate. Any extra costs arising from specialist disposal, protective equipment, or extended labour may be charged to you. We expect all waste to be packaged, segregated, and stored safely before collection or removal, where relevant to the service.
Where we remove waste as part of a cleaning service, you remain responsible for ensuring that the waste does not include prohibited or improperly disposed items. We do not accept responsibility for fines, penalties, or claims arising from inaccurate descriptions of waste provided by you. If we reasonably believe that waste regulations may be breached, we may stop work immediately and seek further instructions. Our staff will not knowingly transport or dispose of waste in a manner that conflicts with applicable legislation or environmental standards.
Complaints and Remedies
If you are unhappy with any part of the service, you should notify us as soon as possible so that we have an opportunity to review the matter. We may ask for photographs, service details, or access to the relevant area in order to investigate. Where a complaint is justified, we may offer a re-clean, a partial refund, or another appropriate remedy at our discretion and in line with your legal rights. Complaints raised long after the appointment may be more difficult to assess fairly.
We aim to resolve issues in a reasonable and cooperative manner. However, any remedy will depend on the nature of the complaint, the evidence available, and whether the issue could have been avoided through proper disclosure or preparation. A request for a refund does not automatically entitle you to one. If a matter cannot be resolved informally, it may be handled in accordance with the dispute procedures set out by applicable law and the governing jurisdiction described below.
Force Majeure
If we are prevented from performing our obligations due to events beyond our reasonable control, we will not be liable for delay or failure to perform while that event continues. This includes severe weather, accidents, transport disruption, industrial action, public health emergencies, power failures, fire, flooding, governmental restrictions, and similar events. We will make reasonable efforts to resume services or offer an alternative appointment where possible.
Where a force majeure event affects a booking, the parties should act reasonably and communicate promptly. If the event continues for a prolonged period, either party may be entitled to cancel the affected appointment without liability, except for any sums already owed for work completed or costs already incurred with your approval. We will not be responsible for losses caused by circumstances that were genuinely outside our control.
Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim, unless mandatory consumer law provides otherwise. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect.
Cleaners Lambeth may update these terms from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of your booking will normally apply to that appointment, unless a later update is required by law or agreed in writing. By continuing to use our services, you confirm that you have read, understood, and accepted these Terms and Conditions.
