Clapham Cleaner Service Terms and Conditions

These Terms and Conditions apply to all domestic and commercial cleaning services provided by Clapham Cleaner, including regular cleaning, one-off cleaning, deep cleaning, end of tenancy cleaning, after-builders cleaning, and any related cleaning or housekeeping tasks agreed in writing. By making a booking, the customer agrees to be bound by these terms. If any part of these terms is not understood, the customer should raise it before the service begins. These terms are intended to create a clear working relationship between Clapham Cleaner and the customer, with fair expectations on both sides.

The service is provided as a professional cleaning service and not as a property management, repair, moving, security, or specialist restoration service. Unless expressly stated otherwise, all cleaning work is limited to standard cleaning methods and equipment suitable for ordinary domestic and business premises. The Clapham cleaning service may refuse or limit work that is unsafe, unlawful, or outside the agreed scope. The customer remains responsible for ensuring that the premises are accessible and safe for cleaning at the agreed time.

These terms may be updated from time to time. The version in force at the time of booking will normally apply to that service. Where changes are material, reasonable notice may be given before future bookings are accepted. The customer is encouraged to review the cleaning service terms before each booking, especially where the arrangement involves key holding, special instructions, fragile items, or restricted access.

1. Booking Process

Bookings may be requested by telephone, email, online form, messaging platform, or any other channel accepted by Clapham Cleaner. A booking is not confirmed until the service provider has acknowledged the request and, where applicable, received any required deposit, prepayment, or written acceptance. The customer must provide accurate details about the property, the type of cleaning required, the number of rooms or areas to be serviced, the condition of the premises, and any special requirements that may affect the time, price, or materials needed.

Clapham Cleaner may provide an estimate before confirming the booking. Any estimate is based on the information supplied by the customer and may change if the actual work differs from that description. For example, the size of the property, level of dirt, presence of mould, grease, pets, waste, or restricted access may increase the time required or the final charge. A booking for cleaning services does not guarantee that all requested tasks will be completed if the time allowed is insufficient or if the task is unsafe or impractical.

2. Service Scope and Customer Obligations

Before the cleaning team starts work, the customer should remove or secure valuables, cash, important documents, jewellery, and fragile or sentimental items. Clapham Cleaner will take reasonable care when cleaning around personal items, but the customer is responsible for protecting possessions that are easily damaged, misplaced, or difficult to replace. The customer must also ensure that electricity, water, and reasonable access are available unless otherwise agreed.

If the premises contain hazards such as exposed wiring, biohazards, pests, sharp objects, broken glass, excessive clutter, or unsafe surfaces, the customer must inform Clapham Cleaner in advance. The company may suspend or refuse the service if the site is unsafe. Any change to the agreed scope, including additional rooms, heavy duty tasks, or specialist equipment, must be agreed before the work is carried out. The Clapham Cleaner terms apply only to the agreed service and do not cover unrelated work.

The customer agrees that the cleaning team may move lightweight furniture, clean accessible surfaces, and use standard cleaning products unless the customer specifically requests otherwise and such request is accepted. The company is not obliged to move heavy furniture, disconnect appliances, lift carpets, enter lofts, or handle items that may cause injury or damage. Where instructions conflict with health and safety obligations, those instructions will not be followed.

3. Payments and Pricing

Prices may be charged as a fixed fee, hourly rate, or a combination of both, depending on the type of service booked. Any quoted price assumes that the information given by the customer is complete and accurate. If the description supplied at the time of booking is misleading or incomplete, the price may be revised to reflect the actual workload. Additional services, emergency callouts, same-day attendance, specialist materials, or extra labour may be charged separately.

Invoices are normally payable immediately upon completion unless a different payment arrangement has been agreed in writing in advance. For recurring services, payment may be taken by card, transfer, direct debit, or another agreed method. Late or failed payments may result in suspension of future bookings, recovery action, or the addition of reasonable administrative charges where permitted by law. The customer must ensure that the chosen payment method is valid and has sufficient funds.

Any discount, promotional rate, or introductory offer is subject to the stated conditions and may be withdrawn where misuse is suspected. If a service is paid for in advance and the customer later reduces the scope substantially, Clapham Cleaner may retain part of the fee to reflect time reserved, travel, or resources allocated. A UK cleaning services agreement does not create entitlement to a refund unless one is expressly provided under these terms or required by law.

4. Cancellations, Rescheduling, and Access Failure

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is stated at the time of booking, at least 24 hours’ notice is preferred for standard appointments. If less notice is given, a cancellation charge may apply to cover lost time and costs already incurred. For larger, specialist, or deeply discounted bookings, longer notice may be required and communicated in advance.

If the customer is not present where attendance is required, fails to provide access, provides incorrect entry details, or otherwise prevents the service from being carried out, the appointment may be treated as a late cancellation or missed appointment. In that case, the full fee or a reasonable callout charge may still be payable. Clapham Cleaner is not responsible for delays caused by the customer, building management, locked premises, parking restrictions, or unavailable utilities.

Where the company must cancel or postpone due to illness, vehicle failure, adverse weather, staff shortage, safety concerns, or another event beyond reasonable control, a new date will usually be offered. If no suitable alternative can be arranged, any prepaid amount for the cancelled service will be refunded for the unused portion only, unless the law requires a different outcome. These cleaning booking conditions are intended to allocate risk fairly and avoid unnecessary disruption.