Terms and Conditions for Chiswick Cleaners

These Terms and Conditions set out the basis on which Chiswick Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, you agree to be bound by these terms. They are designed to make the service clear, fair, and practical for both the customer and the cleaning provider. For the purposes of this document, references to “we”, “us”, and “our” mean Chiswick Cleaners, and references to “you” or “the customer” mean the person, business, landlord, letting agent, or other entity requesting the service.

These terms apply to all standard cleaning appointments, one-off cleans, recurring services, deep cleans, end of tenancy cleans, and any related tasks that are expressly agreed in writing or otherwise confirmed as part of the booking. Any additional work not included in the original scope may require a revised quotation or an additional charge. If any part of these Terms and Conditions conflicts with a specific written agreement, the written agreement will take priority only to the extent of that conflict.

Booking Process

Bookings may be made through the channels made available by Chiswick Cleaners and will only be considered confirmed when we have acknowledged the appointment and, where required, received any deposit, prepayment, or approval requested at the time of booking. A booking request is not in itself a guarantee of availability. We reserve the right to decline, reschedule, or amend an appointment where staff availability, access issues, safety concerns, or service limitations make attendance impractical.

At the time of booking, you must provide accurate and complete information relevant to the service, including the type of property, approximate size, required cleaning tasks, condition of the premises, parking or access restrictions, pets, fragile items, and any hazards that may affect performance. If the information provided is inaccurate, incomplete, or misleading, we may revise the quotation, change the service scope, or treat the booking as cancelled by you where attendance becomes impossible or unsafe.

We may send booking confirmations, reminders, updates, or service instructions by email, telephone, text message, or other reasonable method. It is your responsibility to check the details carefully and notify us promptly of any errors. Any special instructions should be provided before the service date. Requests made at the time of attendance may be accepted or declined at our discretion depending on time, equipment, and staffing.

Payments and Charges

Unless otherwise agreed, payment becomes due on completion of the service or before the service begins where prepayment has been requested. We may require a deposit, card pre-authorisation, or full advance payment for certain services, particularly for larger jobs, recurring appointments, weekend work, or appointments subject to high cancellation risk. All prices will be quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on the applicable arrangement.

The quoted price is based on the information supplied at the time of booking and on the agreed scope of work. If the property condition, level of dirt, or additional requested tasks materially exceed the original description, we may adjust the price to reflect the extra time, labour, equipment, or materials required. Any such adjustment will be explained to you before additional work is carried out wherever reasonably practicable. Payment methods may include bank transfer, card payment, or other accepted methods notified at the time of booking.

If an invoice is issued, it must be paid by the date shown on the invoice. Late or unsuccessful payments may result in administration charges, interest, or recovery action to the extent permitted by law. You must ensure that your chosen payment method has sufficient funds and remains valid at the time payment is taken. If a charge is reversed, disputed without reasonable grounds, or otherwise not honoured, we reserve the right to suspend future services until the balance has been settled.

Cancellations, Rescheduling, and Access

You may cancel or reschedule an appointment by giving reasonable notice. Unless a different arrangement has been confirmed in writing, cancellations made within a short notice period before the scheduled visit may incur a cancellation fee to cover reserved staff time, travel planning, and lost availability. The exact amount may vary depending on the service type, appointment length, and whether specific resources were allocated for your booking. Recurring services may also be adjusted or cancelled subject to the notice provisions agreed for that schedule.

We may cancel or reschedule a booking where circumstances beyond our control make attendance impossible or unsafe, including severe weather, transport disruption, equipment failure, staff illness, building access restrictions, or health and safety concerns. In such cases, we will aim to offer an alternative appointment within a reasonable timeframe. We will not be responsible for any indirect losses arising from a genuine service disruption, provided we act reasonably and in good faith.

You must ensure that we have safe and reasonable access to the property at the scheduled time. If access is not possible because keys, codes, parking arrangements, permits, alarms, or authorisations have not been made available, the visit may be treated as a late cancellation or a failed attendance and a charge may apply. Where the service requires someone to be present, that person must be available at the agreed time. If we are delayed because access cannot be obtained, we may limit the duration of the visit or reclassify the appointment.

Service Standards and Customer Obligations

We will perform the cleaning service with reasonable care and skill using suitable methods and products appropriate for the task agreed. However, the outcome of any clean depends on the condition and nature of the premises, the materials present, and the time and equipment allocated. Some stains, residues, odours, limescale, mould, ingrained dirt, or wear and tear may not be fully removable. Where a specialist treatment or extra time is needed, it will only be carried out if agreed and, where applicable, paid for separately.

You are responsible for ensuring that the premises are reasonably prepared for cleaning. This includes removing or securing valuables, cash, jewellery, confidential documents, and highly fragile items before the appointment begins. We are entitled to move lightweight items to complete the agreed work, but we are not obliged to handle items that are excessively heavy, hazardous, unstable, or likely to cause damage. If you want certain areas, surfaces, or possessions excluded from cleaning, you must tell us in advance and clearly mark them where possible.

You must inform us of any health risks, security systems, infestations, known defects, broken fittings, electrical issues, water leaks, asbestos concerns, or other conditions that may affect the safety of the visit. We may refuse to continue work if we discover a risk that was not disclosed. Where cleaning products or methods could affect delicate surfaces, fabrics, coatings, or equipment, we may either decline the task or proceed only at your risk after notifying you. Any decision to proceed based on your instructions does not create liability for damage caused by the inherent sensitivity or existing condition of the item.

Liability and Limitations

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 lawfully be excluded under UK law. Subject to that, our liability for loss or damage arising from the service is limited to the amount paid or payable for the specific service in question, except where a different limit is required by law. We will not be liable for indirect or consequential losses, loss of profit, loss of business, or emotional distress arising from the provision or non-provision of cleaning services.

We will take reasonable care when working in your premises, but we are not responsible for pre-existing damage, wear and tear, structural defects, faulty fittings, unstable fixtures, hidden defects, or damage caused by unsuitable materials, poor installation, or deterioration of items already in a weakened condition. This includes, for example, loose tiles, damaged sealant, fragile glass, discoloured fabrics, peeling paint, and aged surfaces. If you ask us to clean an item or area that is already damaged or particularly delicate, you accept that some additional deterioration may occur despite reasonable care.

Any claim for loss, damage, or dissatisfaction must be reported to us as soon as reasonably practicable after the service and in any event within a reasonable period so that we may inspect the issue and consider a remedy. We may request photographs, access to the relevant area, and supporting information before deciding whether compensation, a re-clean, or another solution is appropriate. The customer must take reasonable steps to reduce any loss, such as securing the area or preserving evidence of the issue.

Waste Regulations, Health, and Environment

We operate in accordance with applicable UK waste and environmental obligations. Waste generated during cleaning activities will be handled responsibly and may include ordinary household refuse, disposable materials, packaging, and contaminated items arising directly from the service. We will not remove or dispose of hazardous waste, clinical waste, sharps, asbestos, chemical residues, or other controlled materials unless this has been expressly agreed in advance and can be lawfully managed by the appropriate route. The customer remains responsible for ensuring that any such waste is identified and handled in accordance with the law.

Where a task involves cleaning products, detergents, or sanitising agents, we will use them with reasonable care and in line with product instructions and relevant safety guidance. You must keep children, pets, and vulnerable persons away from freshly treated areas where advised. If you request the use of a particular product, you are responsible for confirming that it is suitable for the surface and for any known allergies, sensitivities, or chemical restrictions in the property. We may decline to use a product that we reasonably believe is unsafe, unlawful, or inappropriate for the task.

If the premises contain waste, debris, or contamination beyond ordinary domestic levels, the service may be refused, limited, or repriced. We are not licensed to undertake specialist waste removal unless specifically stated in writing. You must ensure that any waste presented for disposal does not breach environmental, local authority, or public health requirements. Any fines, penalties, or third-party claims arising from incorrect waste handling caused by inaccurate information supplied by you shall be your responsibility to the extent permitted by law.

Complaints, Termination, and General Provisions

If you are dissatisfied with any part of the service, you should notify us promptly and allow us a fair opportunity to investigate. Where appropriate, we may offer a follow-up visit, partial refund, or other reasonable remedy at our discretion, taking into account the nature of the issue and the evidence provided. A complaint does not entitle you to withhold payment for services properly performed unless we agree otherwise or a legal right to do so exists. Nothing in these terms affects your statutory rights as a consumer where applicable.

We may suspend or terminate services immediately if you fail to pay amounts due, provide unsafe working conditions, behave abusively, request unlawful conduct, repeatedly cancel at short notice, or materially breach these terms. Either party may end a recurring arrangement by giving the notice specified in the booking confirmation or, where none is stated, by giving reasonable notice. Termination does not remove the obligation to pay for work already completed, charges already incurred, or cancellation fees lawfully due.

These Terms and Conditions may be updated from time to time. The version in force at the time of booking will apply to that booking unless a later written agreement states otherwise. If any provision is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will operate as a waiver of that right. These terms constitute the entire agreement between the parties regarding the relevant service, except for any written variation agreed by both sides.

Governing Law

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute that cannot be resolved amicably between the parties. If the customer is based in Scotland or Northern Ireland, mandatory consumer protections or local legal rules will apply to the extent required by law, but the principal governing law remains that stated above where permissible.

By confirming a booking with Chiswick Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.