Cleaner Greenwich Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Greenwich provides domestic and commercial cleaning services in the UK. By making a booking, you agree to the terms below. Please read them carefully before confirming a service. These terms apply to all standard cleaning, deep cleaning, end-of-tenancy cleaning, and other cleaning appointments arranged through our service, unless we agree otherwise in writing.

1. Definitions and scope
In these Terms and Conditions, “we”, “us” and “our” refer to the cleaning service provider operating under the Cleaner Greenwich name. “You” and “your” refer to the customer, client, tenant, landlord, letting agent, or business representative making the booking. “Property” means the premises where the cleaning service is to take place. “Booking” means the cleaning appointment agreed between you and us. These terms cover the provision of labour, cleaning equipment where agreed, and the use of cleaning products unless otherwise stated.

By booking a Greenwich cleaning service, you confirm that you are legally able to enter into a contract and that the information you provide is accurate and complete. We reserve the right to decline or cancel a booking where the property is unsuitable, access is not possible, safety standards cannot be met, or the requested service is outside our normal scope.

2. Booking process
Bookings may be made by phone, email, online form, or any other channel we make available. A booking is only confirmed once we have accepted it and provided a date, time, service description, and any applicable price estimate or fixed fee. Until confirmation is issued, no binding agreement exists.

When booking a Cleaner Greenwich service, you must provide accurate details about the property, the size and condition of the space, parking or access restrictions, pets, special surfaces, and any hazards that may affect the work. If your details are incomplete or incorrect, we may need to amend the quote, alter the appointment time, or decline the job. Where a site visit or additional assessment is required, the booking may remain provisional until the review is complete.

We may arrange cleaners with suitable skills and availability to carry out the work. We will use reasonable care in allocating staff, but we cannot guarantee that a specific individual will attend unless this has been expressly agreed. For some jobs, we may ask for photographs, inventory details, or written instructions before confirming the appointment. The customer is responsible for ensuring that the service booked matches the condition and requirements of the property.

3. Access, preparation and customer responsibilities
You must ensure safe and timely access to the property at the agreed time. If keys, fobs, entry codes, concierge instructions, or parking arrangements are needed, these must be provided in advance. If our team cannot gain access within a reasonable time, we may treat the booking as cancelled by you and charge the applicable cancellation fee.

For any Cleaner Greenwich cleaning appointment, you are responsible for removing valuables, securing fragile items, and disclosing any items or areas that require special handling. We do not accept responsibility for pre-existing damage, unstable fittings, defective fixtures, or items left in unsafe locations. You must also ensure that electricity, water, and other necessary utilities are available unless we have agreed a different arrangement in writing.

Where services involve intensive cleaning, deep cleaning, or end-of-tenancy work, the property should be reasonably prepared for safe and effective cleaning. We are not a moving service and are not responsible for clearing clutter, heavy furniture movement, or waste removal unless specifically included in the booking. If such tasks are needed, they must be agreed in advance and may incur additional charges.

4. Prices and payments
Prices may be quoted as fixed fees, hourly rates, or estimates based on the information available at the time of booking. Any quote is valid only for the period stated or, if no period is stated, for a reasonable time. We reserve the right to adjust the price if the actual work differs materially from the information originally provided. This may include greater soiling, additional rooms, extra time on site, or the need for specialist products or equipment.

Unless otherwise agreed, payment is due on completion of the service, before the cleaner leaves the property, or in advance for certain bookings. We may require a deposit or full prepayment for recurring services, end-of-tenancy cleans, large properties, commercial work, or appointments at busy periods. Accepted payment methods may include bank transfer, card payment, or other methods we notify you about from time to time. Cash payments, if accepted, must be made in the exact amount where possible.

Late or failed payments may result in suspended services, additional administrative charges, and recovery action where necessary. You are responsible for any bank charges, declined payment fees, or costs incurred due to incorrect payment details supplied by you. If a disputed amount is genuinely in question, you must notify us promptly and continue to pay any undisputed portion.

5. Cancellations, rescheduling and waiting time
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the service type, job size, and whether staff or materials have already been allocated. If you cancel with insufficient notice, we may charge a cancellation fee to cover lost time, travel, and staffing costs.

For a Cleaner Greenwich booking, if cancellation occurs after cleaners have been dispatched, arrived at the property, or begun preparing for the job, the full or partial service fee may still be payable. If you ask to reschedule, we will try to accommodate a new appointment, but availability cannot be guaranteed. Repeated changes, short-notice postponements, or persistent failure to provide access may lead us to refuse further bookings.

If our cleaner is delayed due to circumstances beyond our control, we will make reasonable efforts to notify you and agree a revised arrival time. Where waiting time is caused by your late opening of the property, delayed access, or incomplete arrangements, we may charge for the time spent waiting. If the delay makes the appointment impractical, we may cancel the visit and apply the relevant fee.

6. Liability and limitations
We will provide our services with reasonable care and skill and in accordance with UK consumer law where applicable. If we fail to do so, you may be entitled to a repeat service, a reduction in the price, or another appropriate remedy, depending on the circumstances. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

Subject to the above, we are not liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or emotional distress arising from our services. We are also not responsible for pre-existing damage, faulty fittings, poor workmanship by third parties, mould, rust, limescale, staining, or damage caused by age or wear and tear unless such damage is directly caused by our negligence.

Where damage is alleged, you must notify us as soon as reasonably possible and no later than 24 hours after completion of the service, providing clear evidence and allowing us the opportunity to investigate. If we confirm that our actions caused direct damage, our responsibility will be limited to the lesser of the repair cost or the fee paid for the affected service, unless a different amount is required by law.

7. Waste, disposal and regulated materials
Our cleaning services are not a general waste collection or disposal service unless expressly stated. We will only remove and dispose of waste where this has been agreed in advance and where the waste is suitable for lawful disposal under UK rules. You must separate any items that may require special handling, including electrical items, batteries, sharps, chemicals, paint, medicines, or bulky waste.

We comply with applicable waste regulations and expect customers to do the same. If a property contains hazardous, contaminated, or regulated materials, you must tell us before the appointment. We may refuse to handle items that could expose our staff to risk or create a breach of environmental or disposal law. Any disposal arranged by us will be limited to lawful, ordinary household waste or other agreed categories, and any extra charges for disposal, transport, or third-party facilities may apply.

For end-of-tenancy cleaning, we may clean around personal belongings, but we are not responsible for clearing rubbish, removing unwanted furniture, or disposing of tenancy waste unless this is expressly included. You remain responsible for ensuring that the property is left in compliance with any tenancy, management, or local authority requirements relating to waste and rubbish storage.

8. Insurance, breakages and care of property
We maintain reasonable insurance cover appropriate to the services we provide. However, insurance is not a substitute for customer responsibility, and it does not cover items that are fragile, improperly secured, left in unsuitable positions, or damaged because of wear and tear. You should notify us in advance of any particularly delicate, antique, or high-value items.

Our cleaners may move lightweight items to clean surfaces behind or beneath them, but they will not move heavy furniture, fixtures, or appliances unless that has been agreed and is safe to do so. If you ask us to handle a sensitive item, you do so at your own risk unless we confirm in writing that it will be handled under agreed conditions. We are not liable for damage to items that were already defective, unstable, or improperly assembled.

If breakage or loss occurs and is believed to be connected to our service, we may inspect the item, request supporting evidence, and consult relevant records before deciding on liability. Any settlement will reflect the actual circumstances, depreciation, and applicable legal obligations. We may choose to repair, replace, or compensate for direct loss where appropriate.

9. Service quality and exclusions
We aim to deliver a professional standard of cleaning, but results depend on the initial condition of the property, the materials present, and the time or budget agreed. We do not guarantee the removal of all stains, odours, limescale, mould, grease, or ingrained dirt, especially where surfaces are damaged, old, porous, or previously treated with unsuitable products.

Some services, including specialist or deep cleaning, may require more than one visit or different equipment to achieve the desired outcome. If you request additional work after the booking has started, we may need to revise the price or schedule another appointment. We are not responsible for the performance of third-party products or equipment supplied by you, nor for outcomes caused by poor ventilation, water damage, or underlying property defects.

10. Complaints and remedies
If you are dissatisfied with any aspect of the service, you must contact us promptly and allow us a reasonable opportunity to investigate and, where appropriate, resolve the issue. Depending on the circumstances, we may offer a re-clean, a partial refund, or another remedy we consider fair and proportionate. Complaints raised too late may be harder to assess, especially where the property has been used or altered after our visit.

11. Suspension, refusal and termination
We may refuse, suspend, or stop a service if a property is unsafe, unsanitary beyond the agreed scope, infested, or otherwise unsuitable for our staff to work in safely. We may also do so if abusive behaviour, harassment, threats, or non-payment occurs. In such cases, you may still be charged for time already spent, travel incurred, or work completed up to the point of termination.

You may terminate a recurring cleaning arrangement by giving the notice period we specify at the time of booking or, if none is specified, reasonable notice. We may end a recurring arrangement on reasonable notice if continued provision is no longer commercially viable, safe, or appropriate. Termination does not affect rights and obligations that have already arisen, including outstanding payments and any liability limits that survive completion.

12. Changes to these terms
We may update these Terms and Conditions from time to time to reflect changes in services, pricing practices, regulations, or operational requirements. The version in force at the time of your booking will normally apply to that booking unless a later version is agreed between us. If a change is required by law, it may apply immediately where necessary.

13. Governing law and jurisdiction
These Terms and Conditions, and any dispute or claim arising from them or connected with them, are governed by the laws of England and Wales. If you are a consumer, you will benefit from any mandatory protections afforded by your local law where these cannot be waived. Any dispute shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless another forum is required by law.

14. General provisions
If any part of these Terms is found to be 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. Any variation must be agreed in writing or otherwise clearly confirmed by us. These Terms form the entire agreement between you and us in relation to the booked service, replacing any prior discussions or representations unless expressly incorporated.

By proceeding with a booking for Cleaner Greenwich, you confirm that you have read, understood, and accepted these Terms and Conditions. They are intended to provide a clear and fair framework for our cleaning services while protecting both the customer and the provider under UK law.