Cleaner Putney Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Putney provides domestic and commercial cleaning services. By making a booking, confirming a service, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any cleaning service in Putney or any related service elsewhere in the UK.

These terms apply to all standard, one-off, regular, deep, end-of-tenancy, after-build, and specialist cleaning appointments supplied under the Cleaners Putney name. They are intended to create a fair and clear arrangement between the customer and the service provider. If any part of these terms is found unenforceable, the remaining provisions will continue to apply in full. Nothing in these terms affects your statutory rights as a consumer where such rights cannot lawfully be excluded.

Booking process
All bookings are subject to availability and acceptance. A booking may be made by phone, online form, email, or any other method we make available from time to time. When a request is submitted, we may ask for information about the property, the type of Putney cleaning service requested, the size and condition of the premises, access arrangements, parking restrictions, and any special instructions. We use this information to allocate appropriate time, equipment, and staff. A booking is only confirmed once we have expressly accepted it. Any estimate of duration is approximate and may change if the condition of the property differs from the description provided.

Customer responsibility before the appointment
You must ensure that the property is reasonably accessible at the scheduled time and that any hazards are disclosed in advance. This includes, without limitation, broken fixtures, loose wiring, unstable surfaces, water leaks, pest activity, biohazards, or items requiring specialist handling. If access is delayed through no fault of ours, we may charge for waiting time or treat the appointment as cancelled by you. Where keys, alarm codes, concierge access, or similar arrangements are provided, you warrant that you have authority to share them and that they are accurate.

Payments
Prices may be quoted as fixed fees, hourly charges, or estimated costs depending on the nature of the work. Unless otherwise agreed in writing, payment is due immediately after completion of the service and before departure of the cleaner, supervisor, or contracted team. We may require a deposit or advance payment for larger jobs, repeat bookings, specialist work, or appointments at peak times. Where a deposit is taken, it is usually non-refundable except where we cancel the booking or fail to attend without lawful excuse. Payment methods accepted may vary and may include card, bank transfer, or other approved methods. We are not obliged to begin or continue work where payment arrangements are not met.

Late payment and charges
If payment is not made on time, we reserve the right to suspend future appointments, recover reasonable collection costs, and charge interest on overdue sums at the statutory rate applicable under UK law. Any dispute regarding an invoice must be raised promptly and in any event within a reasonable time after receipt. Disputes must not be used as a reason to withhold undisputed amounts. If the work is extended at your request or due to additional agreed tasks, additional charges may apply at the rate communicated to you. We will not charge for work that has not been authorised unless it is necessary to protect health, safety, or property and is lawful to do so.

Cancellation and rescheduling
You may cancel or rearrange a booking by giving reasonable notice. Where a cancellation is made within the permitted notice period, any prepaid sum may be refunded or transferred to another appointment, subject to any non-recoverable costs already incurred. If you cancel at short notice, fail to provide access, or are otherwise unable to proceed on the agreed date, we may charge a cancellation fee to cover lost time, administration, and costs committed for your appointment. The exact amount may depend on the timing of the cancellation and the type of service booked. We will always act reasonably when applying cancellation charges.

We may cancel or reschedule a booking if there are circumstances beyond our reasonable control, including staff illness, severe weather, vehicle breakdown, safety concerns, unavailability of materials, or issues arising from inaccurate information supplied by you. If we need to cancel, we will use reasonable efforts to offer an alternative appointment. If no alternative is suitable, any advance payment for the cancelled service will be refunded in respect of the unused portion, subject to lawful deductions where applicable. We are not liable for indirect losses arising from a lawful cancellation or rearrangement.

Service standards and limitations
We will perform the cleaning service with reasonable care and skill, using appropriate methods and products for the tasks agreed. However, certain stains, limescale, ingrained dirt, mould, odours, watermarks, paint splashes, or fabric damage may not be fully removable. The result of a service may depend on the age, material, and prior condition of surfaces. We do not guarantee that any item will be restored to a brand-new condition. If an area is heavily soiled or requires more time than originally estimated, we may suggest a revised scope or additional charge before proceeding further.

Liability
We accept responsibility for loss or damage caused by our negligence, but only to the extent required by law. Our total liability for any one booking will be limited to the amount paid or payable for the relevant service, except where the law requires a different limit. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. We are not responsible for pre-existing damage, hidden defects, weak fittings, or items already in poor condition unless our negligence directly causes further loss.

It is your responsibility to remove or secure valuables, fragile items, documents, jewellery, cash, antiques, and other items of special value before the service begins. Where you ask us to clean around such items, you do so at your own risk unless we have expressly agreed otherwise in writing. We will take reasonable care when moving light furniture or small objects only where this is necessary for the service and safe to do so. We may refuse to move heavy, fixed, unstable, or dangerous items. If we identify a risk to property, people, or our staff, we may pause or stop the work until the issue is resolved.

Insurance and complaints
We aim to operate with suitable insurance arrangements for the services we provide, but insurance is not a substitute for your duty to protect items and disclose hazards. If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable period after the service. You should provide evidence of the damage and allow us a fair opportunity to inspect the issue or investigate it. Failure to report a concern promptly may affect our ability to assess it properly. Nothing in these terms prevents you from seeking remedies available under UK consumer law.

Waste regulations and disposal
We comply with applicable UK waste handling requirements and expect customers to do the same. Our standard cleaning services cover ordinary domestic or commercial waste arising from routine cleaning tasks only where this has been agreed in advance. We do not remove hazardous waste, clinical waste, asbestos, controlled chemicals, sharps, large electrical appliances, building rubble, or any other regulated material unless we are expressly authorised and properly equipped to do so in line with law. If such materials are discovered during a booking, we may stop the work immediately and request that they be handled by an appropriate licensed contractor.

Any waste placed for collection, separation, or disposal must be legally permitted and safe to handle. You must tell us in advance if the premises contain items requiring special transport, recycling, licensing, or disposal procedures. We are not responsible for waste incorrectly described by you or concealed among ordinary rubbish. Where we agree to manage disposal as part of the service, you remain responsible for ensuring that ownership of the waste can lawfully be transferred and that no prohibited items are included. We may decline any request that would breach environmental rules, local authority requirements, carrier obligations, or general legislation.

Access, keys, and security
If keys, fobs, codes, or other security arrangements are entrusted to us, we will use reasonable care in handling them. You must ensure that the information provided is accurate and that we are authorised to receive and use it. We are not responsible for losses arising from faulty locks, incorrect codes, third-party access failures, or alarms triggered by defects outside our control. If a security issue arises, we may contact you for instructions or, where necessary, leave the premises and charge for the time already spent if safe continuation is not possible.

Customer obligations during and after the service
You agree to ensure that water, electricity, lighting, and any other required utilities are available and safe to use unless the service has been specifically arranged on a different basis. You must also ensure that pets are controlled and that children or other occupants do not interfere with the work. If we are unable to complete tasks because of interruptions, lack of facilities, or unsafe conditions, we may charge for the time already spent and any additional return visit that becomes necessary. After completion, you should inspect the service promptly and raise any concerns as soon as possible.

Termination, suspension, and misconduct
We may refuse, suspend, or terminate a service if there is abuse, harassment, unsafe conduct, illegal activity, or a serious breach of these terms. This includes circumstances where the property is unsuitable for cleaning due to unsanitary conditions, infestation, violence, dangerous substances, or failure to disclose relevant information. If we end the service for a material breach by you, you may still be charged for work already carried out and for reasonable costs incurred. Where necessary, we may leave the premises immediately if our staff reasonably believe their safety is at risk.

Data and privacy
Any personal information supplied in connection with a booking will be used to administer the service, process payments, manage customer records, and comply with legal obligations. We will handle information in accordance with applicable data protection laws. We do not sell personal data and we only share it where necessary for operational, legal, or payment-processing purposes. By booking a cleaning service, you consent to the use of your information for these limited business purposes. More detailed privacy terms may apply separately where provided.

Force majeure
We are not liable for delay or failure to perform where the cause is outside our reasonable control. This may include extreme weather, fire, flood, pandemic-related restrictions, strikes, transport disruption, power failures, acts of terrorism, or government action. If such an event affects your booking, we will try to contact you and arrange an alternative date or partial performance where lawful and practical. If performance becomes impossible, our obligations for the affected service will be suspended for the duration of the event and may be cancelled without liability beyond refunding unused prepaid amounts where required by law.

Changes to these terms
We may update these terms from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or is necessary for safety. Continued use of our services after updated terms are published will indicate acceptance of the revised terms for future bookings. If you do not agree with a change, you should not place a new booking until you have reviewed the updated version carefully.

Governing law
These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any clause is found to conflict with mandatory legal requirements, that clause will be modified only to the extent necessary to make it lawful, and the rest of the agreement will remain effective.