London House Cleaning Terms and Conditions
These Terms and Conditions apply to all bookings for London house cleaning services provided by our company, whether the service is a one-off visit, a recurring arrangement, a deep clean, or a specialist domestic cleaning appointment. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. The purpose of this document is to set out the rights and responsibilities of both parties clearly and fairly, so that our house cleaning in London is delivered with consistency and professionalism.
These terms apply to all customers, whether the service is arranged directly, through a booking platform, or through an authorised representative. In these terms, “we”, “us”, and “our” refer to the cleaning provider, and “you” or “the customer” refers to the person requesting or receiving the service. References to London house cleaning include standard domestic cleaning, end of tenancy cleaning, deep cleaning, ironing where agreed, and any additional tasks expressly accepted in writing or by recorded booking confirmation.
Nothing in these Terms and Conditions affects your statutory rights as a consumer. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue to apply. Our aim is to provide a transparent framework for house cleaners in London and their customers, while allowing flexibility for the practical nature of domestic cleaning work.
Bookings may be made by phone, email, online form, messaging platform, or any other method we make available. A booking is not confirmed until we have accepted it and provided a booking reference, written confirmation, or equivalent record. We may request information from you before confirming the appointment, including property type, access details, size of the premises, expected cleaning tasks, and any known issues that may affect the service. Accurate information is essential because our London cleaning services are priced and scheduled based on the condition and requirements of the property.
At the time of booking, you must ensure that all details provided are complete and correct. If the information is inaccurate or incomplete, we may adjust the quoted price, change the duration of the visit, or cancel the booking if it cannot reasonably be fulfilled. Where a cleaner is assigned for recurring visits, any change to the schedule, scope, or address must be confirmed in advance. We reserve the right to refuse any booking that we reasonably consider unsuitable, unsafe, or outside the scope of our London home cleaning services.
We will make reasonable efforts to arrive within the agreed time window, but arrival times are estimates unless expressly guaranteed in writing. Delays may occur due to traffic, weather, access issues, or previous appointments. If a delay is likely to be significant, we will aim to notify you as soon as reasonably possible. If access is unavailable on arrival, or if the property cannot be entered for reasons beyond our control, the booking may be treated as a late cancellation or failed attendance, and a charge may apply.
Our prices may be quoted as hourly rates, fixed fees, or task-based charges depending on the service requested. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Additional charges may apply for parking, congestion-related delays where permitted by law, specialist equipment, heavy soiling, excessive rubbish, biohazards, or unusual cleaning conditions. Any extras must be agreed before the work is carried out, or as soon as reasonably possible if the need becomes apparent during the visit.
Payment is due in accordance with the method and timing stated at the point of booking or on the invoice. We may require full payment in advance, a deposit, payment on completion, or payment within a stated period after the service, depending on the type of cleaning arranged. You are responsible for ensuring that payment is made on time and in full. If payment is not received, we may suspend future bookings, recover reasonable debt collection costs where permitted, and charge interest on overdue amounts at the statutory rate or such other rate as is permitted by law.
If you dispute an invoice, you must notify us promptly and provide the reasons for the dispute and any supporting information. Undisputed portions of an invoice must still be paid by the due date. We will investigate genuine billing queries in good faith and correct any verified error as soon as reasonably practicable. Discounts, promotional offers, and credits are offered at our discretion and may be withdrawn or amended at any time unless a specific written agreement provides otherwise.
You may cancel or reschedule a booking by giving notice in accordance with the cancellation terms stated at the time of booking. Unless a different notice period has been agreed in writing, cancellations made less than 24 hours before the scheduled appointment may incur a charge, including the full booked amount where reasonable and lawful. This reflects the fact that we reserve staff time, travel plans, and equipment for each London house cleaning appointment. Repeated short-notice cancellations may result in future bookings being declined.
If we need to cancel or reschedule due to illness, safety concerns, severe weather, access limitations, or other circumstances beyond our control, we will aim to offer an alternative appointment where possible. We shall not be liable for any indirect losses arising from such cancellation, although any prepaid amount for a service not performed will be refunded or credited as appropriate. For recurring services, either party may terminate the arrangement by giving reasonable notice, unless a fixed-term commitment or minimum service period has been agreed in writing.
If you fail to provide access to the premises at the agreed time, or if the property is not ready for cleaning in a manner that prevents the service from being completed, we may charge for lost time, travel, or the full visit where applicable. Examples include unavailable keys, incorrect entry codes, locked internal areas, or the presence of persons or conditions that make it unsafe for the cleaner to work. Any cancellation, delay, or modification requests should be made as early as possible to reduce disruption.
We aim to deliver our London cleaning service with reasonable care and skill. However, domestic cleaning is a practical service carried out in occupied homes, and the results may vary depending on the condition of the property, available time, materials supplied, and the customer’s instructions. Unless expressly agreed otherwise, we do not guarantee the removal of all stains, odours, ingrained dirt, mould, limescale, paint, rust, or damage caused by long-term neglect or unsuitable surfaces. We also do not accept responsibility for pre-existing defects, fragile fixtures, or items that deteriorate during normal cleaning where reasonable care has been taken.
You must inform us in advance of any special instructions, delicate surfaces, valuable items, security systems, pets, restricted access areas, or known hazards. If you request that we clean items or areas that are fragile, antique, electrical, water-sensitive, or otherwise at risk, you accept the associated risk unless we specifically agree to handle them and have the appropriate equipment. Our cleaners may refuse to move heavy furniture, handle hazardous materials, or clean areas that are unsafe or beyond the ordinary scope of house cleaning in London.
If we supply cleaning products or equipment, we will use them with reasonable care. Where you supply products, equipment, or appliances, you are responsible for ensuring that they are safe, suitable, properly maintained, and fit for purpose. We are not liable for damage caused by faulty, incompatible, misused, or incorrectly labelled products supplied by the customer. If a product causes staining, surface damage, or irritation, we may stop using it immediately. Professional London house cleaning depends on suitable products and accurate instructions, and we may decline to use items we consider unsafe.
Our liability for loss or damage is limited to direct losses caused by our proven negligence, breach of contract, or wilful misconduct. We shall not be liable for any indirect, consequential, or economic losses such as loss of profit, loss of business, loss of opportunity, or emotional distress, to the fullest extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.
Where damage is alleged, you must notify us as soon as reasonably practicable and in any event within a reasonable period after the service. You must allow us the opportunity to inspect the issue, gather relevant information, and, where appropriate, remedy the problem. We may, at our discretion, repair, replace, re-clean, or compensate for verified damage up to a reasonable amount reflecting the direct loss caused. We will not be responsible for claims made long after the service where the condition of the property, use of the item, or third-party action makes it impossible to establish the cause.
Our staff are expected to follow safe working practices, and we ask customers to do the same. You must ensure the working environment is reasonably safe, with adequate lighting, access, and ventilation. Please remove or secure items of high value, sensitive documents, cash, jewellery, and personal data before the visit. We are not responsible for loss or theft unless it is proven to have been caused by our negligence or unlawful conduct. Where keys or access devices are entrusted to us, we will take reasonable care, but you remain responsible for maintaining appropriate security arrangements.
Waste removal and disposal are subject to applicable UK waste regulations. Unless expressly agreed in writing, our service does not include the removal of bulky waste, household rubbish, clinical waste, hazardous waste, electrical waste, sharp materials, chemicals, asbestos, or any item requiring specialist disposal. We may bag and gather ordinary waste generated during the cleaning process only where this is part of the agreed service and lawful to do so. You must inform us in advance if the property contains waste that requires special handling, as certain materials cannot be removed by our staff under general domestic cleaning arrangements.
If waste must be handled, it will be dealt with in a lawful and responsible manner. You are responsible for obtaining any necessary permissions, arranging suitable disposal, and ensuring that the property complies with relevant regulations. Where we agree to move waste to a designated area or external bin, you confirm that the waste is domestic and non-hazardous unless stated otherwise. We reserve the right to refuse handling any waste that may pose a health, environmental, or legal risk. If such materials are discovered during the appointment, we may pause or stop the service without liability for any resulting delay.
These terms may be updated from time to time to reflect changes in our operations, legal requirements, or service standards. The version in force at the time of your booking will normally apply to that booking unless a later variation has been agreed in writing. If any term is varied for an ongoing or recurring London house cleaning arrangement, we will provide reasonable notice where practicable. Continued use of our services after notice of a change will be treated as acceptance of the updated terms.
Any complaint should be raised promptly and with sufficient detail for us to assess the matter fairly. We may ask for photographs, a description of the issue, and confirmation of when the service took place. This helps us to investigate and, if appropriate, put things right. Raising a complaint does not excuse payment of undisputed charges, and it does not automatically entitle you to a refund unless a valid service failure is established. Our aim is to resolve concerns in a fair and proportionate way.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with the provision of London home cleaning services shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless another forum is required by applicable consumer law. If you book our services, you agree that these terms form the basis of the contract between us for the relevant appointment or service period.