Terms and Conditions for Cleaners Shepherdsbush
These Terms and Conditions set out the basis on which Cleaners Shepherdsbush provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear, fair, and practical service framework for both parties. Throughout this document, references to “we”, “us”, and “our” mean the cleaning service provider, while “you” and “your” refer to the customer who makes the booking or receives the service. These terms apply to all standard cleaning appointments, one-off cleans, and any related tasks agreed in advance.
Our aim is to deliver a reliable cleaning service in Shepherdsbush and elsewhere in the UK while maintaining professional standards, respectful conduct, and compliance with relevant legislation. Because each property and booking may differ, the exact scope of work, duration, and any special requirements should be agreed before the appointment is confirmed. If there is any inconsistency between these Terms and Conditions and a separate written agreement for a particular booking, the separate agreement will take priority only to the extent of that inconsistency.
These terms apply to all services provided by cleaners Shepherdsbush, including but not limited to domestic cleaning, deep cleaning, end-of-tenancy cleaning, and other agreed cleaning tasks. We reserve the right to decline a booking, amend the timing of a booking where necessary, or withdraw services where health and safety, access issues, or legal concerns arise. By proceeding with a booking, you confirm that you have read, understood, and accepted the contents of this page.
1. Booking process
How bookings are made and confirmed
A booking with Cleaners Shepherdsbush is not confirmed until we have acknowledged the requested service and, where applicable, received any required deposit or prepayment. A booking request may be made through the channels we make available from time to time, and must include accurate information about the property, the desired service, preferred date and time, and any relevant access instructions. We rely on the information you provide when arranging the service, so it is your responsibility to ensure that the details are complete and correct.
Before a booking is accepted, we may ask follow-up questions or request photographs, floor plans, or other information that helps us assess the scope of the work. This is especially relevant for Shepherdsbush cleaners providing specialist tasks, properties with pets, properties with damage, or properties requiring additional equipment. If the circumstances of the property differ materially from the information originally given, we may revise the price, the duration, or the scope of the service, or decline the booking if the service is no longer suitable.
Access, preparation, and service conditions
To complete the booking successfully, you must ensure safe access to the property at the agreed time. This may include providing keys, entry codes, concierge instructions, parking permissions, or a responsible person to grant access. If we are delayed or unable to begin work because access has not been arranged, the booking may be treated as a late cancellation or a failed appointment, and charges may still apply. You are also responsible for securing fragile or valuable items, disabling alarms where appropriate, and advising us of any hazards that could affect the service.
We may need to reschedule a booking if unforeseen circumstances arise, including staff illness, severe weather, transport disruption, or equipment failure. Where this happens, we will take reasonable steps to notify you promptly and arrange an alternative time. While we always aim to provide dependable cleaning services in Shepherdsbush, we cannot guarantee a specific cleaner, unless this has been explicitly agreed in writing. Any arrival times given are estimates unless a fixed appointment window has been stated.
You agree to provide a safe working environment and to inform us in advance of any issues that could affect the work, such as mould, sewage contamination, pest infestation, asbestos, sharps, or biohazards. If we discover a hazard during the visit that was not disclosed beforehand, we may stop the service immediately without liability for any incomplete work. Any additional work required due to undisclosed conditions may be quoted separately and may not be available on the same day.
2. Payments
Pricing, invoices, and payment timing
Prices for cleaners Shepherdsbush are usually based on the type of service, estimated duration, size and condition of the property, and any extra tasks requested. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to revision if the actual job differs from the description originally provided. Quotations are estimates unless expressly confirmed as fixed prices in writing. Any change in scope, frequency, or condition may result in an amended charge.
Payment terms will be confirmed at the time of booking. In many cases, payment is required in advance, immediately after service, or within a stated period following invoice issue. We may accept bank transfer, card payment, or another method communicated at the time of booking. If a deposit is required to secure the appointment, the booking may not be held until that deposit has been received. Failure to pay on time may lead to cancellation, late fees where permitted, or suspension of future bookings until outstanding amounts are settled.
We reserve the right to charge for any additional time or materials reasonably required to complete agreed work, including extra cleaning products, specialist equipment, or access delays not caused by us. If a quote is based on a set number of hours and you ask us to continue beyond that period, extra time will be charged at the agreed rate or, if no rate is specified, at our standard hourly rate for Cleaners Shepherdsbush. Any dispute about pricing should be raised as soon as possible so it can be reviewed promptly.
3. Cancellations and changes
Customer cancellations, rescheduling, and missed appointments
If you need to cancel or reschedule a booking, you must notify us within a reasonable period before the appointment. Unless we state otherwise, cancellations made with less than 24 hours’ notice may be charged in full or may forfeit any deposit paid. Cancellations made earlier may be eligible for a full or partial refund depending on the circumstances and any costs already incurred. This policy helps protect the time and resources reserved for your booking.
If we arrive at the property and cannot gain access, or if the property is not ready for the work to begin, the appointment may be treated as a late cancellation. This includes situations where keys are unavailable, entry details are incorrect, utilities are off where required, or the area to be cleaned is blocked to the extent that work cannot safely proceed. For cleaners Shepherdsbush, repeated failed access may result in future bookings being refused or accepted only with advance payment.
We may also cancel or reschedule a booking where necessary for operational, safety, or legal reasons. In such cases, we will make reasonable efforts to offer an alternative date. If we must cancel and no suitable rescheduling is possible, any prepaid amount for the cancelled portion of the service will normally be refunded. We are not responsible for indirect losses arising from cancellation, such as rearranged travel, missed appointments with third parties, or lost income, except where such liability cannot legally be excluded.
4. Service standards and limitations of liability
What the service includes and what it does not
We will carry out the agreed cleaning tasks with reasonable care and skill, using appropriate methods and standard industry practice. However, cleaning outcomes may vary depending on the age, material, and condition of surfaces, previous maintenance, and the presence of stains, limescale, grease, mould, or wear and tear. Some marks or damage may not be removable without specialist treatment, and we do not guarantee restoration of items to a brand-new condition unless this has been expressly agreed. In particular, delicate, antique, or high-value materials may be cleaned only at the customer’s risk if they were not declared beforehand.
Our liability is limited to losses that are directly caused by our negligence or breach of contract and that were reasonably foreseeable at the time of booking. We do not accept liability for pre-existing damage, hidden defects, faulty fixtures, unstable fittings, poor workmanship by others, or any item that is incorrectly installed or already weakened. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
If we damage property while acting negligently, our responsibility will normally be limited to the lower of the reasonable cost of repair or replacement, taking account of age and condition. We will not be liable for loss of profit, loss of business, loss of opportunity, emotional distress, or any indirect or consequential loss. You should remove or secure any items that are especially fragile, sentimental, valuable, or hazardous before the appointment begins. We are not responsible for items left in areas to be cleaned unless the loss is directly caused by our proven negligence.
5. Waste regulations and disposal rules
Responsible handling of waste and cleaning materials
All waste generated during a standard cleaning appointment must be handled in accordance with applicable UK waste rules and local disposal requirements. Unless otherwise agreed, our service includes routine waste collection associated with cleaning only, such as bagging ordinary waste for the customer’s disposal or placing it in the appropriate receptacle if one is available and permission is given. We do not normally remove large volumes of waste, bulky items, sharp objects, clinical waste, paint, solvents, chemicals, or any material that is legally controlled or requires specialist disposal.
Customers are responsible for ensuring that the property has suitable bins, storage, and disposal arrangements for ordinary domestic waste. If waste needs to be taken off-site, or if the job involves items that may be regulated under environmental or hazardous waste laws, this must be arranged in advance and may require separate pricing and documentation. For cleaning services in Shepherdsbush, we aim to act responsibly and lawfully at all times, and we may refuse to handle any item that could create a health, safety, or compliance issue.
You must inform us before the appointment if the property contains waste that may be infectious, contaminated, infested, or otherwise dangerous. We may pause or terminate the service if we discover materials that present a legal or practical risk. We are not licensed to transport or dispose of regulated waste unless expressly stated otherwise, and we will not breach any waste carrier, environmental, or health and safety obligations on your behalf. Where specialist removal is required, you should engage the appropriate provider.
6. Customer responsibilities
Preparation, conduct, and cooperation
To allow Cleaners Shepherdsbush to perform the service efficiently, you agree to cooperate reasonably and to ensure that the property is ready for cleaning at the agreed time. This includes moving personal items where necessary, providing sufficient lighting and utilities, and disclosing any instructions that affect the work. If you request us not to clean a certain area, or to use certain products, you must tell us before the appointment begins. We are entitled to rely on your instructions unless they appear unsafe or unlawful.
You are responsible for checking that the service specification meets your expectations before work starts. Once cleaning has commenced, changes to the agreed tasks may not be possible or may result in extra charges. If you or another person on your behalf inspects the work and has concerns, these should be raised within a reasonable time after completion so that we can investigate. Any claim relating to service quality should be supported by relevant information and should allow us a fair opportunity to revisit the property if appropriate.
If a property contains pets, children, or residents with special needs, you must take suitable precautions and advise us of anything relevant to safety or access. We may decline to work in an environment that is unsafe, unsanitary, aggressive, or disruptive. We also reserve the right to withdraw our staff if there is harassment, intimidation, discrimination, or unreasonable behaviour from any occupant or visitor. Such conduct may result in immediate termination of the booking without refund where our staff have been placed at risk.
7. Governing law and disputes
Legal jurisdiction and interpretation
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with a booking, the services provided by cleaners Shepherdsbush, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. Nothing in these terms affects your statutory rights as a consumer under applicable UK legislation.
If a court or competent authority finds that any part of these terms is unlawful, invalid, or unenforceable, that part shall be treated as deleted to the minimum extent necessary, and the remainder of the terms will continue in full force and effect. Failure by us to enforce any provision immediately does not waive our right to enforce that provision later. Any heading used in these terms is for convenience only and does not affect interpretation.
We may update or replace these Terms and Conditions from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of your booking will apply to that booking unless a newer version is expressly agreed. By making a booking with Cleaners Shepherdsbush, you confirm that you accept the latest applicable terms and understand that the service is delivered subject to these conditions.