Cleaner Greenwich Service Terms and Conditions

These terms and conditions set out the basis on which Cleaner Greenwich provides domestic and commercial cleaning services to customers in the UK. By making a booking, the customer agrees to be bound by these terms. If any part of these terms is not clear, the customer should read the full document before confirming a booking. These terms are designed to create a fair and practical agreement for both parties and to support a professional Greenwich cleaning service experience.

For the purposes of these terms, “we”, “us”, and “our” refer to Cleaner Greenwich, and “you” or “the customer” refer to the person or business placing a booking. The service may include regular cleaning, one-off cleaning, end-of-tenancy cleaning, deep cleaning, and other related cleaning tasks agreed in advance. Unless otherwise agreed in writing, all services are provided subject to availability, the description confirmed at booking, and these terms.

These terms apply to all bookings, whether made online, by phone, by email, or through any other booking method we may offer. They are intended to reflect standard UK service practices and consumer expectations. Nothing in these terms affects any rights that cannot lawfully be excluded under UK law.

1. Booking Process

All bookings with Cleaner Greenwich are subject to acceptance by us. A booking is only confirmed when we have acknowledged the request and, where applicable, received any required deposit or pre-authorisation. We may ask for information such as property type, size, access details, cleaning priorities, preferred date and time, and any special instructions so that we can allocate the right team and equipment.

The customer is responsible for ensuring that all booking details are accurate and complete. If the information provided is incorrect or incomplete, the scope of work, duration, or price may need to be adjusted. We reserve the right to decline a booking where the service requested is outside our scope, where access is unsafe or impractical, or where we believe we cannot reasonably meet the requested standards within the agreed time.

Any quotation provided before a booking is confirmed is based on the details supplied by the customer and is therefore indicative only unless expressly stated as fixed. If the property or cleaning requirements differ materially from the description provided, we may revise the quote or modify the service with the customer’s agreement. This is especially important for Greenwich cleaners working in properties with unusual layouts, heavy soiling, restricted access, or specialist requirements.

We will use reasonable efforts to attend on the date and time agreed, but any arrival time should be treated as an estimate unless a guaranteed slot has been expressly agreed. Delays may occur due to traffic, weather, prior appointments, or other circumstances beyond our control. If a delay becomes likely, we will try to inform the customer as soon as reasonably possible.

2. Service Standards and Customer Responsibilities

The customer must provide a reasonably safe working environment and ensure that our staff or contractors can access the property at the agreed time. This includes arranging access codes, keys, parking permissions, and any building entry requirements in advance. If we are unable to gain access, or if the property is not ready for cleaning, the visit may be treated as a late cancellation or aborted attendance and charges may apply.

The customer must remove or secure items of high value, cash, jewellery, confidential documents, fragile items, and other possessions that could be damaged, misplaced, or mistaken for waste. While our team will act with care and professionalism, we cannot be responsible for items not reasonably identifiable as part of the cleaning task. We may refuse to move certain items if doing so could create a risk of damage or injury.

The customer should inform us of any known hazards, including but not limited to broken glass, mould, pests, bodily fluids, asbestos, unstable fittings, faulty electrics, leaks, or aggressive animals. We reserve the right to suspend or refuse work if the premises are unsafe or if the customer fails to disclose relevant risks. Any extra time, specialist products, or protective equipment needed because of undisclosed conditions may be charged separately.

We will carry out the agreed service using reasonable skill and care. However, cleaning results may vary depending on the age and condition of surfaces, the level of soiling, and the materials present in the property. Some marks, staining, limescale, wear, odour, or ingrained dirt may not be fully removable without the risk of damage. The service is not a restoration or refurbishment service unless specifically stated.

3. Payments, Charges and Invoicing

Prices may be quoted as a fixed price, hourly rate, or as an estimate. Unless expressly stated otherwise, all prices are in pounds sterling and may be subject to VAT where applicable. Any fixed price is based on the agreed scope of work only. Additional tasks requested during the visit may be charged at our standard rates or at a separately agreed price.

Payment terms will be confirmed at booking or on the invoice. For some services, full or partial payment may be required in advance. For recurring services, payment may be due after each visit or by invoice on an agreed schedule. We may suspend or cancel future appointments if an invoice remains unpaid beyond its due date. Where late payment occurs, we reserve the right to charge interest and recovery costs to the extent permitted by law.

Any discounts, promotional rates, or special offers are subject to the stated conditions and may be withdrawn at any time before a booking is confirmed. Offers cannot usually be combined unless we say otherwise. If a service is shortened, reduced, or cancelled after work has started for reasons attributable to the customer, the full or partial fee may still be payable.

If we provide additional services that were not part of the original booking, including extra rooms, specialist cleaning, appliance interiors, or waste handling beyond the agreed scope, these may be added to the final invoice. The customer agrees to review invoices promptly and notify us of any genuine error as soon as reasonably possible.

4. Cancellations, Rescheduling and No-Shows

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy has been agreed in writing, cancellations made less than 48 hours before the appointment may incur a charge, and cancellations made on the day of service may be charged in full. This reflects staff allocation, travel, and preparation costs already committed by the business.

If the customer wishes to reschedule, we will try to offer an alternative date and time subject to availability. Where a rescheduled appointment requires additional travel or operational changes, we may apply an administration fee or revised price, provided this is communicated clearly. Repeated rescheduling may lead us to require prepayment for future bookings.

If our team arrives and is unable to begin work because access is not provided, the property is unavailable, the customer is absent, or the booking details are materially incorrect, this may be treated as a no-show by the customer. In such cases, the full service charge or a reasonable aborted visit fee may apply. We will always seek to act fairly and proportionately in applying such charges.

We may cancel or postpone a booking if staff are unavailable due to illness, emergency, adverse weather, transport disruption, safety concerns, or other matters outside our reasonable control. If we do so, we will use reasonable efforts to notify the customer promptly and offer a rearranged appointment or refund of any payment already taken for the cancelled visit, unless the cancellation is caused by circumstances outside our control and the service cannot be rescheduled.

5. Liability and Limitations

We will perform our services with reasonable skill and care, but our liability is limited to losses that are foreseeable and directly caused by our breach of these terms or by negligence. 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.

Where property damage is alleged, the customer must notify us as soon as reasonably possible and in any event within 48 hours of the service, providing reasonable details and, where available, photographs. We may inspect the site and seek to resolve the issue by repair, replacement, or a refund of the relevant cleaning charge, depending on the circumstances. We are not responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by items that were unstable, defective, or improperly installed.

We do not accept liability for loss or damage to items that were not reasonably secured, declared, or moved by us with the customer’s consent. We also do not accept liability where damage results from the customer’s failure to disclose relevant information, unsafe conditions, or the presence of prohibited materials. To the fullest extent permitted by law, our total liability for any claim relating to a service will not exceed the amount paid or payable for the specific service giving rise to the claim.

We are not liable for indirect or consequential losses, including loss of business, loss of profit, loss of opportunity, or reputational loss, except where such exclusion is not permitted by law. The customer is responsible for arranging adequate insurance for their own property and possessions where necessary. Nothing in these terms reduces the customer’s statutory rights as a consumer.

6. Waste, Disposal and Environmental Rules

Any removal, handling, or disposal of waste must comply with applicable UK waste regulations and environmental requirements. Unless specifically agreed, our cleaning services do not include the removal of bulky waste, trade waste, hazardous waste, sharps, clinical waste, asbestos, or regulated materials. We may refuse to handle any item or substance that appears unsafe, illegal, or outside our permitted service scope.

If waste removal is included as part of a service, the customer must identify the type and quantity of waste in advance. The customer is responsible for ensuring that any waste presented for removal is lawful to transport and dispose of, and that it does not contain prohibited or dangerous items. We may use licensed waste carriers or approved disposal routes where required. Any additional disposal costs will be charged to the customer if they arise from inaccurate descriptions or unexpected contamination.

The customer must not ask us to dispose of confidential documents, hazardous chemicals, medical items, paint, solvents, needles, batteries, or other controlled waste unless we have expressly agreed in writing and confirmed the lawful disposal method. If prohibited waste is found during a service, we may leave it in place, isolate it where safe to do so, and cease handling that material immediately.

Where waste is generated as part of the cleaning process, such as dust, packaging, or routine household debris, we will manage it in a reasonable and responsible manner. However, final responsibility for the lawful storage, segregation, and disposal of waste remains with the customer unless we have expressly agreed to take that responsibility on. We encourage all customers to follow local recycling and waste-separation requirements.

7. Complaints, Changes and Termination

If the customer is dissatisfied with any aspect of the service, they should notify us promptly so that we can investigate and, where appropriate, remedy the issue. Complaints should be made within a reasonable time after the service, and any claim relating to quality should include enough detail for us to assess what happened. We may offer a re-clean, partial refund, or other reasonable resolution depending on the facts.

We may amend these terms from time to time. The version in force at the time of booking will apply to that booking, unless a change in law or regulation requires an immediate update. Continued use of our services after updated terms are issued may be treated as acceptance of the revised terms for future bookings. The customer should review the terms before each new service request.

Either party may terminate a recurring service arrangement by giving reasonable notice, unless a fixed-term contract states otherwise. We may terminate or suspend services immediately if the customer breaches these terms, acts abusively, creates a safety risk, fails to pay, or repeatedly interferes with the service. Termination does not remove any obligation to pay outstanding charges incurred before the termination date.

These terms are intended to balance clarity, fairness, and compliance while supporting a consistent Cleaner Greenwich service standard. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No waiver of any right will be effective unless agreed in writing.