Terms and Conditions for Flat Cleaning London

These Terms and Conditions set out the basis on which flat cleaning London services are provided. By making a booking, the customer agrees to these terms in full. They are designed to create a clear understanding of what is included in the service, how bookings are managed, when payment is due, and how any issues are handled. These terms apply to domestic and commercial apartment-style properties unless otherwise stated in a written agreement. The expressions flat cleaning service, apartment cleaning, and cleaning services in London are used interchangeably within this document for clarity.

1. Booking Process

Bookings for London flat cleaning may be made by phone, email, online form, or any other method offered by the company from time to time. A booking is only confirmed once the company has accepted the request and provided a confirmation. The customer must provide accurate information about the property, including the address, access arrangements, type of cleaning required, number of rooms, and any special instructions that may affect the service. Where the customer gives incomplete or incorrect information, the company may revise the quote, amend the duration, or decline to proceed if the service can no longer be delivered as originally planned.

Service Scope and Access

The service scope will be based on the information supplied at the time of booking. Any change to the agreed service, such as additional rooms, heavy soiling, or specialist tasks, may require extra time and may be charged separately. The customer must ensure that the property is accessible at the scheduled time and that any entry instructions are communicated clearly in advance. If access is delayed, the company may reduce the time available for cleaning or charge a waiting fee where appropriate. The customer is responsible for securing pets, providing safe working conditions, and ensuring that the premises can be cleaned without unnecessary interruption.

2. Estimates, Prices, and Payment

Prices for flat cleaning in London are generally based on the size of the property, the condition of the premises, the type of cleaning requested, the number of cleaners required, and the estimated duration of the work. Any quote provided before the visit is usually an estimate unless expressly stated as fixed. If the actual condition of the flat differs significantly from the description given at booking, the company may adjust the price or propose a revised service plan before continuing. Where the customer chooses not to accept the revised arrangement, the company may cancel the appointment and charge a call-out or cancellation fee, where applicable.

Payment Terms

Payment is due in full on completion of the service unless a different arrangement has been agreed in writing beforehand. The company may accept bank transfer, card payment, cash, or other approved methods. For certain recurring or commercial arrangements, an invoice may be issued with a specific due date. If payment is not made on time, the company reserves the right to charge reasonable recovery costs and interest in accordance with applicable UK law. Any discounts, promotional prices, or special offers are offered at the company’s discretion and may be withdrawn or changed without notice, except where already confirmed in a booking.

Where a deposit has been requested, it may be used to secure the appointment and may be non-refundable in certain circumstances, especially where late cancellation occurs. The company may also require payment in advance for large jobs, one-off deep cleans, or bookings made at short notice. Flat cleaning services are supplied on the understanding that the customer will settle all outstanding amounts promptly and in full. Failure to pay may result in suspension of future bookings and recovery action if necessary.

3. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. Unless otherwise stated in the booking confirmation, a minimum notice period of 24 hours is expected for standard appointments. If cancellation occurs after that period, a cancellation fee may apply to cover time reserved, staff allocation, and administrative costs. For same-day cancellations, missed appointments, or failure to provide access, the full service fee may be charged if the team has already attended or was unable to complete the work due to circumstances within the customer’s control.

The company may also cancel or postpone a service where there are safety concerns, extreme weather, staff illness, building access problems, or other events outside its reasonable control. In such cases, the company will try to offer a new appointment at the earliest suitable time. The company will not be liable for indirect losses caused by postponement, provided it has acted reasonably. If the customer is not present and no access arrangement has been made, the appointment may be treated as a missed visit and charged accordingly.

Customer Responsibilities Before and During the Visit

Before the cleaning begins, the customer should remove valuable, fragile, or confidential items from open areas unless the customer has given clear instructions otherwise. While cleaners will work carefully, they are not responsible for items left in precarious positions or for pre-existing damage. The customer should notify the company of any hazards, including broken fixtures, damp floors, sharp objects, or known pest issues. If the property contains biohazards, hoarding conditions, excessive mould, or serious contamination, the service may be refused or reclassified as specialist cleaning. This document is intended for standard apartment cleaning London services and does not include deep biohazard remediation unless specifically agreed in writing.

4. Liability and Damage

The company will exercise reasonable care and skill while providing London flat cleaning services. However, liability is limited to the extent permitted by law. The company is not responsible for pre-existing defects, normal wear and tear, hidden faults, or damage caused by items that are already fragile, unsecured, defective, or improperly installed. Customers are encouraged to point out any delicate surfaces, antique items, or special materials before cleaning begins so appropriate care can be taken.

If damage is alleged to have occurred during the service, the customer must notify the company as soon as reasonably possible and no later than 24 hours after the cleaning appointment, unless a longer period is required by law. The company may ask for photographs, descriptions, or other evidence in order to investigate the matter. Where the company is found to be at fault, its liability will normally be limited to the reasonable cost of repair or replacement, taking into account age, depreciation, and the condition of the item before the incident. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

Insurance and Exclusions

The company may maintain appropriate insurance cover, but the existence of insurance does not extend liability beyond these terms. The company is not liable for loss of profit, business interruption, missed deadlines, emotional distress, or any indirect or consequential loss arising from the service. Customers should ensure they have their own insurance if they are concerned about high-value items or unusual risks. Flat cleaning in London is a practical domestic service, and while care is taken throughout, the company cannot guarantee the outcome of stains, limescale, mould, ingrained dirt, or similar issues that may not be fully removable without specialist treatment.

5. Waste, Disposal, and Environmental Compliance

Any waste created during a cleaning appointment will be handled in line with applicable UK waste regulations and the customer’s instructions, where lawful and practical. The cleaners may remove ordinary rubbish, packaging, and household waste only if this is included in the agreed service and if disposal is permitted under the relevant rules. Hazardous materials, clinical waste, sharps, asbestos, paint tins, solvents, batteries, and other regulated items are excluded unless specialist arrangements have been made in advance. The company will not transport or dispose of waste in a way that breaches environmental, health, or safety laws.

Where the service includes rubbish removal from a flat, the customer must clearly identify the waste type in advance. The company may refuse items that are prohibited, unsafe, or unsuitable for standard collection. The customer remains responsible for any waste that cannot lawfully be removed as part of the service. If additional disposal fees are required due to special handling, weight, volume, or third-party charges, the company may pass those costs on to the customer. The company aims to operate responsibly and may use environmentally considerate products and methods where appropriate, but product choice will depend on the surface being cleaned and the task involved.

Materials and Products

Unless the customer requests otherwise, the company will usually supply cleaning materials and equipment that are appropriate for the job. If the customer asks for specific products, the company may agree to use them, provided they are safe, lawful, and suitable for the task. The company does not accept responsibility for damage caused by products supplied by the customer if those products are unsuitable, expired, mislabelled, or used contrary to instructions. For the avoidance of doubt, cleaning chemicals will only be used in a manner consistent with product directions and general safety standards.

6. Complaints, Service Issues, and Rectification

If the customer believes that the service has not been completed with reasonable care and skill, the concern should be raised promptly. The company may, at its discretion and without admitting liability, offer to revisit the property to address a specific issue within a reasonable time. Any request for rectification must relate to the original scope of work and must be made before the customer arranges third-party intervention, unless immediate action is required to prevent further damage. The company will not provide free re-cleans for matters outside the agreed service or for outcomes limited by pre-existing conditions.

Complaints will be reviewed fairly and in good faith. The customer may be asked to provide supporting information so the company can assess the issue properly. If a refund, partial refund, or remedial visit is offered, that remedy will usually be the customer’s sole and exclusive remedy for the service concern, except where the law provides otherwise. These terms are intended to preserve practical solutions while maintaining clear boundaries around liability and performance standards for flat cleaning London appointments.

Force Majeure and Changes to Terms

The company will not be liable for failure or delay in performing its obligations where the cause is beyond its reasonable control, including but not limited to severe weather, transport disruption, power failure, industrial action, public emergency, or acts of government. The company may update these Terms and Conditions from time to time. The version in force at the time of booking will generally apply to that booking unless a new version is expressly accepted by the customer. Any variation must be agreed in writing or confirmed by the company in the booking record.

7. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protections provide otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be treated as removed to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

Nothing in these terms affects the customer’s statutory rights. Where the customer is a consumer, the service is provided in accordance with applicable consumer law, including rights relating to services carried out with reasonable care and skill, as well as remedies where such standards are not met. These terms form the complete agreement between the customer and the company in relation to apartment cleaning London services, unless a separate written agreement states otherwise. By confirming a booking, the customer acknowledges that they have read, understood, and agreed to be bound by these conditions.

End of Terms and Conditions