Terms and Conditions for Cleaners Surrey
These Terms and Conditions set out the basis on which Cleaners Surrey provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, confirming a service request, or allowing work to begin, you agree to be bound by these terms. Please read them carefully before arranging any cleaning service. They are designed to make the relationship between the customer and the cleaning provider clear, fair, and practical.
Throughout this document, references to “we”, “us”, and “our” mean the cleaning provider operating under the Cleaners Surrey name, while “you” and “your” mean the customer who places the booking or receives the service. These terms apply to one-off, recurring, domestic, and business cleaning services unless a separate written agreement states otherwise. Where a specific service requires additional conditions, those conditions will apply alongside these terms.
1. Booking process Booking a service with Cleaners Surrey can be made by agreeing a service request through the available booking method, after which we will review the details and confirm whether the appointment can be accepted. A booking is not fully confirmed until we have acknowledged the request and agreed the date, time, service type, and any specific requirements. We may ask for photographs, access instructions, property details, or other information to assess the scope of work. The information you provide must be accurate, complete, and current.
The cleaning service described at the time of booking is based on the information supplied by you. If the property differs from the description given, or if the condition of the premises requires additional time, equipment, or staff, the price and schedule may need to be adjusted. Any such adjustment will be discussed where possible before the work proceeds. We reserve the right to decline or reschedule a booking if the service cannot be delivered safely, lawfully, or within the agreed scope.
2. Access and attendance You are responsible for providing safe and timely access to the property at the agreed time. If keys, access codes, concierge arrangements, parking permissions, alarm instructions, or similar arrangements are required, you must supply them in advance. If our team cannot gain access, or is prevented from completing the work due to your failure to provide access, the visit may still be chargeable in full or in part, depending on the circumstances and any costs already incurred. If we arrive and the property is not ready for cleaning, we may need to shorten or cancel the visit.
Where recurring services are arranged, we will aim to attend on the agreed schedule, but the exact arrival time may vary due to operational demands, travel conditions, or unforeseen delays. While we endeavour to be punctual, time estimates are not guarantees unless expressly stated in writing. Any appointment may be changed or postponed where necessary for health, safety, staffing, weather, or other practical reasons beyond our reasonable control.
3. Payments Payment terms will be confirmed at the time of booking or in the service quote. Unless agreed otherwise in writing, charges are payable in full by the due date stated on the invoice or immediately after completion of the service. For regular cleaning arrangements, advance payment, weekly payment, monthly invoicing, or other billing cycles may apply. Prices may include labour, standard equipment, and normal cleaning materials, but any specialist products, heavy-duty equipment, or disposal costs may be charged separately if previously agreed or reasonably necessary.
All prices are stated in pounds sterling unless otherwise indicated. We may revise our pricing to reflect changes in labour costs, supplies, fuel, insurance, taxes, or the nature of the work required. If a pricing change affects a recurring service, we will normally give reasonable notice before the new price applies. Any discount, promotional rate, or special offer is available only for the period and conditions stated and may be withdrawn at any time before booking confirmation.
Late payment and non-payment If payment is overdue, we may suspend future visits, charge reasonable recovery costs, and withhold completion certificates, receipts, or related documentation until the outstanding balance is settled. Interest may be charged on overdue sums where permitted by law. If payment is made by bank transfer, card, or another electronic method, you must ensure the payment is completed in full and that any required reference is included so the payment can be identified correctly.
4. Cancellations and rescheduling You may cancel or rearrange a booking by giving us notice within a reasonable period before the appointment. If the cancellation is made too close to the scheduled time, we may charge a late cancellation fee to cover allocated staff time, travel, and administration. For regular cleaning arrangements, notice should be given in accordance with the service schedule and any written agreement between the parties. Repeated short-notice cancellations may result in the service being withdrawn.
If we need to cancel or reschedule, we will take reasonable steps to notify you and offer an alternative date where possible. We are not liable for costs that arise from cancellations caused by events outside our control, including severe weather, illness, traffic disruption, emergency situations, or legal restrictions. If you ask us to work on a specific date because of an event, handover, inspection, or deadline, you should make that requirement clear at the time of booking.
5. Customer responsibilities You must ensure that the property is reasonably safe, reasonably tidy for the agreed service, and free from hazards that could place staff, occupants, or visitors at risk. This includes alerting us to broken fittings, exposed wiring, unstable surfaces, aggressive animals, biohazards, sharp objects, or any condition that may make the work unsafe. If the premises contain items of special value or fragile surfaces, you should identify them before work begins. We will take reasonable care, but we are not responsible for damage arising from hidden defects or undisclosed risks.
It is your responsibility to remove or secure valuables, confidential papers, jewellery, cash, documents, and irreplaceable items before the service starts. While our staff are expected to act with professionalism and care, we do not accept liability for loss where items were left unsecured or where no prior notice of their importance was provided. For sensitive commercial locations, you should also ensure that any access restrictions, alarm procedures, or confidentiality requirements are communicated in advance.
6. Liability We will exercise reasonable skill and care in delivering our cleaning services. However, our liability is limited to losses that are directly caused by our negligence, breach of contract, or failure to perform the service with reasonable care. We are not responsible for indirect, consequential, or economic losses that are not reasonably foreseeable at the time of booking. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded under UK law.
If damage is alleged, you must notify us as soon as reasonably possible and provide evidence of the issue, including photographs and a description of the affected item or area. We may inspect the relevant area, review the circumstances, and where appropriate arrange repair, cleaning, replacement, or a refund up to the value of the service concerned, subject to applicable law. Natural wear and tear, pre-existing damage, age-related deterioration, and defects in poor-quality materials are excluded from responsibility.
7. Waste regulations Any waste generated during cleaning must be handled in accordance with applicable waste management rules and environmental requirements. Where we remove or collect waste as part of a service, it will only be done if this forms part of the agreed job and if the waste can be lawfully handled. We do not accept responsibility for waste that requires specialist disposal unless this has been expressly agreed beforehand. Customers must not ask us to dispose of prohibited, hazardous, or regulated waste without prior arrangement and lawful disposal provisions.
Examples of restricted waste can include chemicals, asbestos-related material, clinical waste, sharps, paint, oils, solvents, and any item that requires a licensed carrier or specialist treatment. If such waste is discovered during the service, we may stop work, leave the item undisturbed, or request further instructions. Where waste disposal is permitted, you are responsible for ensuring that the items are accurately described and that any fees connected with lawful disposal are paid. We may refuse to remove materials that would breach safety or environmental obligations.
8. Materials, products, and equipment Unless otherwise agreed, we will supply the standard cleaning products and equipment required for the service. If you request that your own products be used, you must ensure they are suitable, safe, correctly labelled, and fit for the surfaces being cleaned. We are not responsible for adverse reactions, staining, or damage caused by products supplied by you unless the issue arose from our misuse contrary to provided instructions. Certain materials, including marble, untreated wood, antique finishes, specialist fabrics, and delicate coatings, may require extra care or may be excluded from standard treatment.
Where specialist products are necessary, we may recommend an alternative approach or decline to use a product that appears unsafe or incompatible with the surface. Our team may also refuse to use equipment, chemicals, or materials that pose a risk to health, safety, or property. If the service requires additional tools beyond normal domestic cleaning equipment, this may be reflected in the price or scheduled as a separate service. Any such variation will be communicated as early as reasonably possible.
9. Complaints and service issues If you are not satisfied with any aspect of the service, you should notify us promptly and allow us a reasonable opportunity to review the matter. We may ask for photographs, a description of the issue, and access to the affected area if rework or inspection is needed. Where appropriate, we may return to remedy the problem, agree a partial refund, or offer another proportionate solution. Any complaint should be raised within a reasonable time after the service date so that the issue can be properly assessed.
10. Termination of recurring services Either party may end a recurring cleaning arrangement by giving reasonable notice, unless a longer notice period is stated in writing. We may terminate immediately if you fail to pay, repeatedly cancel at short notice, create unsafe working conditions, or otherwise breach these terms in a serious way. If the agreement ends, you remain responsible for any unpaid charges incurred up to the termination date. Any property keys or access devices held by us will be returned within a reasonable time after the final payment is made, subject to practical arrangements.
11. Force majeure We are not liable for delays, non-performance, or disruption caused by events beyond our reasonable control. This includes, without limitation, extreme weather, fire, flood, transport disruption, utility failure, industrial action, public health restrictions, acts of government, and emergencies affecting staff or premises. If such an event occurs, we will try to resume service as soon as reasonably practicable, but we are not required to compensate you for losses arising solely from the event itself.
12. Data and privacy Any personal information collected in connection with a cleaning booking will be used only for the administration, performance, and management of the service, including invoicing, scheduling, safety, and quality control. We will keep such information secure and process it in accordance with applicable UK data protection law. Your information will not be shared unnecessarily and will only be disclosed where required by law, for service delivery, or for legitimate operational reasons.
13. Changes to these terms We may update these Terms and Conditions 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 service, unless a change is required by law or agreed between the parties. Continued use of the service after notice of revised terms may be taken as acceptance of the updated version for future bookings.
14. Governing law These Terms and Conditions are governed by and interpreted in accordance with the laws of England and Wales. Any dispute arising out of or in connection with the cleaning service, these terms, or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
15. General provisions No waiver of any breach shall be treated as a waiver of any later breach. You may not transfer your rights or obligations under these terms without our written consent. We may assign or subcontract parts of the service where appropriate, provided this does not materially reduce the standard of service. Headings are included for convenience only and do not affect the interpretation of the terms. These Terms and Conditions form the entire agreement between the parties in relation to the cleaning service unless otherwise agreed in writing.
By booking with Cleaners Surrey, you confirm that you have read, understood, and agreed to these Terms and Conditions.
