Chiswick Cleaner Terms and Conditions

These Terms and Conditions apply to all cleaning services provided by Chiswick Cleaner, including domestic cleaning, end of tenancy cleaning, deep cleaning, one-off maintenance visits, and recurring scheduled appointments. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These terms are intended to set out the basis on which services are supplied, to protect both the customer and the service provider, and to ensure that all work is delivered in a fair, lawful, and professional manner.

In these Terms and Conditions, “we”, “us”, and “our” refer to Chiswick Cleaner. “You” and “your” refer to the customer or person making the booking. Unless otherwise agreed in writing, all services are provided subject to these terms only. If any provision is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

We reserve the right to update or amend these terms from time to time. Any changes will apply to bookings made after the revised terms take effect. The version in force at the time of booking will normally govern the service, unless a different written agreement has been made. Customers are encouraged to review the terms before confirming any appointment so that the scope of the cleaning service and the obligations of each party are clearly understood.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking is not confirmed until it has been acknowledged by us and, where required, any deposit or prepayment has been received. During the booking process, you must provide accurate details including the property address, type of service required, preferred date and time, access instructions, and any known conditions that may affect the work. If the information provided is incomplete or incorrect, we may revise the price, change the schedule, or decline the booking.

We offer an estimate or quotation based on the information available at the time. Any estimate is provided in good faith but may be adjusted if the actual condition of the premises differs from what was described. For example, a Chiswick cleaning service may require additional time or staffing if the property is more heavily soiled than expected, if extra rooms are added, or if specialist equipment is needed. We will make reasonable efforts to notify you of any change before commencing work where practicable.

It is your responsibility to ensure that the property is accessible at the agreed time. This includes providing keys, security codes, parking arrangements, and any other access requirements. If our team is unable to gain entry, or is delayed due to inaccurate instructions, a wasted journey fee or waiting charge may apply. Any items of value should be secured by you before the visit. We do not accept responsibility for delays caused by circumstances beyond our reasonable control, including traffic disruption, adverse weather, or emergency situations.

2. Services and Customer Responsibilities

Our services are delivered with reasonable care and skill, using appropriate cleaning methods and products for the task agreed. Unless otherwise stated, the service does not include specialised restoration, repair work, plumbing, electrical work, pest removal, or hazardous material handling. Where a task falls outside the normal scope of Chiswick Cleaner, we may refuse to carry it out or may offer to do so only on amended terms.

You are responsible for informing us of any surfaces, fabrics, fixtures, coatings, appliances, or materials that require special treatment or should not be cleaned using standard products. This includes delicate stone, untreated wood, antique items, or surfaces affected by pre-existing damage. If you request the use of a particular product or method, you accept responsibility for its suitability unless we have expressly advised otherwise. We may refuse to use any product or technique that we reasonably believe could create a risk of damage, injury, or breach of law.

Customers must ensure that pets, children, and other occupants are kept safe and supervised during the service. For health and safety reasons, we may decline to work in areas where there is a risk from aggression, infestation, unsafe flooring, exposed wiring, broken glass, bodily fluids, mould beyond normal domestic levels, or other hazardous conditions. We also reserve the right to suspend or stop work if we consider the environment to be unsafe or if we are treated in an abusive, threatening, or discriminatory manner.

3. Pricing and Payment

Unless otherwise agreed, prices are quoted in pounds sterling and may be based on hourly rates, fixed prices, or a combination of both. Any quotation is exclusive of additional charges that may arise because of extra work outside the original brief, waiting time, parking, congestion, specialist equipment, or additional labour requested during the appointment. All reasonable supplementary charges will be explained where possible.

Payment is due in full on completion of the service unless a different arrangement has been agreed in advance. We may require a deposit, part payment, or prepayment for recurring services, large projects, or bookings made at short notice. Accepted payment methods may include bank transfer, card payment, or other methods notified at the time of booking. If payment is not received when due, we may charge interest on overdue sums at the statutory rate and recover any reasonable costs associated with collection.

Discounts, promotional rates, or offers are provided at our discretion and may be withdrawn at any time. They are valid only for the period and conditions stated. Any invoice issued by us should be checked promptly. If you believe an amount is incorrect, you must tell us within a reasonable time. Failure to do so will not remove your duty to pay undisputed sums on time.

4. Cancellations, Rescheduling, and Minimum Notice

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation policy has been stated at the time of booking, notice of at least 24 hours is generally required for standard appointments. For larger, one-off, or specialist services, we may require longer notice. If you cancel after the notice period has expired, we may charge a cancellation fee to cover lost time, administration, and any materials already prepared.

If we need to cancel or reschedule, we will use reasonable efforts to notify you as soon as possible and offer an alternative appointment. We shall not be liable for any indirect loss caused by the cancellation, provided the cancellation arises from genuine operational issues, safety concerns, staff illness, severe weather, or events outside our control. Where a deposit has been paid for a service that we cancel and cannot reasonably reschedule, the deposit will be refunded or transferred at your choice, unless the cancellation is due to your breach of these terms.

If you are not present at the agreed time and we cannot access the property, the appointment may be treated as cancelled at short notice. In such cases, the full or partial fee may still be payable. Repeated late cancellations, missed appointments, or failure to provide access may result in us declining future bookings. We aim to act fairly, but we also reserve the right to manage our schedule efficiently and protect our staff from avoidable loss.

5. Liability and Limitations

We will provide our services with reasonable care and skill. If we fail to do so, you may be entitled to a repeat service, a partial refund, or another appropriate remedy, depending on the circumstances. However, our liability is limited to the direct losses that are reasonably foreseeable and caused by our proven negligence or breach of contract. We do not exclude liability where such exclusion would be unlawful, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

We are not responsible for damage arising from wear and tear, pre-existing faults, hidden defects, unstable fixtures, poor workmanship by others, or items that were already fragile or improperly fitted. Nor are we liable for loss or damage caused by your failure to disclose relevant information, secure valuables, or follow our instructions. This includes situations where a cleaning product is unsuitable for a surface but was used because you requested it against our advice.

In any event, our total liability for any single claim relating to a service shall not exceed the amount paid for that specific service, except where a higher level of liability is required by law. We shall not be liable for indirect or consequential losses such as loss of profit, loss of opportunity, business interruption, or emotional distress. If you become aware of damage or loss, you should notify us as soon as reasonably possible and provide supporting details so that we can investigate promptly.

6. Waste Handling and Regulatory Compliance

We will dispose of waste generated by our service in a lawful and responsible manner. This may include general household waste, packaging, dust, and cleaning-related debris, provided that disposal falls within the agreed scope of the service. We do not carry away or handle hazardous waste unless expressly agreed in advance and only where lawful and safe to do so. Hazardous materials may include chemicals requiring specialist treatment, biohazardous substances, asbestos, needles, or controlled waste.

Customers remain responsible for ensuring that any waste requiring special disposal is identified in advance. If such waste is discovered during the visit, we may stop work, isolate the area if appropriate, and request further instructions. Any additional cost arising from lawful disposal, specialist handling, or necessary protective equipment may be charged to you. Our staff will follow applicable UK environmental and waste regulations, including obligations relating to segregation, transport, and responsible disposal where relevant.

We expect customers to provide a working environment that does not expose staff to unlawful or unsafe waste conditions. If we are required to handle waste that has not been disclosed, or if doing so would create a compliance risk, we may refuse the task without liability. Chiswick Cleaner is committed to operating in line with legal requirements and to ensuring that waste is managed in a way that minimises risk to people and the environment.

7. Insurance, Complaints, and Force Majeure

We maintain insurance cover that we consider appropriate for the type of services offered. Insurance does not extend to every possible circumstance, and it will not cover losses that arise from your breach of these terms, from pre-existing defects, or from matters outside our control. Any claim relating to loss or damage should be reported to us as soon as reasonably possible after the issue is discovered. You should take reasonable steps to limit any further loss.

If you are dissatisfied with any aspect of the service, you should notify us promptly so that we can investigate and, where appropriate, remedy the issue. A complaint should be made with sufficient detail to allow us to review the circumstances. We aim to handle concerns in a fair and professional manner, but a complaint does not suspend your obligation to pay undisputed amounts due for work already completed.

We shall not be liable for failure or delay in performance caused by events outside our reasonable control, including but not limited to severe weather, fire, flood, power failure, transport disruption, industrial action, epidemic restrictions, or government action. If such an event occurs, we may suspend or amend the service without penalty. Where performance is prevented for a prolonged period, either party may cancel the affected booking without further liability, save for payment for services already provided.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the services supplied by Chiswick Cleaner, 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 over any dispute that cannot be resolved amicably between the parties. Nothing in these terms affects any mandatory consumer rights that apply under UK law.

If any dispute arises, the parties should first try to resolve it in good faith and by reasonable discussion. If a matter cannot be settled informally, the legal rights of the parties shall be determined by the relevant court or tribunal with jurisdiction. These terms are intended to be clear, balanced, and enforceable, while supporting a professional relationship between the customer and the cleaning provider.

By placing a booking with us, you confirm that you accept these terms in full, agree to cooperate in good faith, and understand that the service will be provided in line with the agreed scope and applicable law. We reserve the right to decline or discontinue any booking where we believe continuing would be unsafe, unlawful, or commercially unreasonable.