Cleaners Treatham Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners Treatham provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms. They are intended to create a clear, fair, and practical agreement covering the booking process, payments, cancellations, liability, waste handling, and the legal rules that apply to the service relationship.

For the purposes of these terms, references to “we”, “us”, and “our” mean Cleaners Treatham, while “you” and “your” mean the customer or authorised representative placing the booking. These terms apply to one-off cleans, recurring cleans, end of tenancy cleans, deep cleaning, and other cleaning services unless a separate written agreement states otherwise.

We aim to provide a professional cleaner service with clear expectations from the outset. Because every property and service request is different, certain tasks may require specific confirmation before the appointment is accepted. Any quotation, estimate, or booking confirmation should be read together with these terms, as they form part of the same agreement.

Booking Process

Bookings may be requested by phone, email, online form, or other accepted channel. A booking is not confirmed until we have reviewed the requested service, availability, access arrangements, and any special requirements, and we have sent confirmation. If we provide an estimate before a full survey, that estimate is based on the information available at the time and may be adjusted if the actual condition, size, or complexity of the work differs materially.

At the time of booking, you must provide accurate and complete information, including the type of clean required, property condition, access instructions, parking limitations, pets, fragile items, and any hazards that may affect the work. Cleaners Treatham may refuse or amend a booking if the information supplied is incomplete, misleading, or makes the service unsafe or impractical. Where a cleaning appointment depends on keys, entry codes, concierge access, or a third party granting entry, you remain responsible for ensuring access is available at the agreed time.

Changes to Bookings

If you wish to change the date, time, scope, or location of the service, you should contact us as soon as possible. We will try to accommodate reasonable changes, but any amendment is subject to staff availability and may affect the price. In some cases, additional time, equipment, or products may be needed, and these may be charged separately.

If we arrive and cannot begin because access is not available, the property is unsuitable, or the information supplied at booking was materially inaccurate, the appointment may be treated as a late cancellation or wasted visit. In such circumstances, we may charge a call-out fee or the full booked service fee, depending on the circumstances and the amount of time reserved for your appointment.

Payments and Charges

The price will normally be confirmed before the service begins, based on the booking details provided. Unless agreed otherwise, prices are quoted in pounds sterling and may be subject to VAT where applicable. Where the job changes once our team has arrived, we may revise the price to reflect additional work, extra labour, extended duration, specialist products, or equipment required to complete the agreed service properly.

Payment terms may differ depending on the type of service. Some appointments require payment in advance or a deposit, while others are payable on completion. If a deposit is requested, it secures the booking and may be non-refundable except where required by law. We may also request full or partial payment in advance for larger, repeated, or higher-risk bookings. Accepted payment methods will be confirmed at the time of booking or invoice issue.

You must make payment by the date stated on the invoice or confirmation. Late payments may result in suspension of future services, charges for recovery costs where permitted, or referral to a collection process. If a card payment fails, a bank transfer is reversed, or another payment method is declined, you remain responsible for the outstanding balance. No discount, withholding, or deduction may be made unless we have agreed it in writing.

Quotes, Minimum Charges, and Extra Work

Any quote is based on the information given and is not a fixed price guarantee unless expressly stated. We may apply minimum charges for certain visit types, especially where travel, set-up, or specialist preparation is required. If the property condition is worse than described, or if hidden areas, contamination, heavy build-up, or unexpected waste are discovered, we may pause the work and discuss revised charges before continuing.

Where the customer requests additional tasks during the appointment, these may be accepted at our discretion and may alter the final fee. Cleaners Treatham is not obliged to complete work outside the original scope if doing so would create unreasonable delay, require prohibited handling, or increase risk to staff, property, or the public. Any extra work must be authorised by you or your representative.

Cancellations, Delays, and Access Issues

You may cancel a booking by giving reasonable notice. Unless a different notice period is stated at the time of booking, we ask for at least 48 hours’ notice for standard cleaning appointments and longer notice for large or specialist jobs. If you cancel with insufficient notice, we may charge a cancellation fee to cover lost time, scheduling costs, and allocated labour. Deposits may be retained where this is reasonable and lawful.

We may cancel or reschedule a booking if staff become unavailable, access is unsafe, weather conditions make travel impracticable, or we reasonably believe the work cannot be carried out to a proper standard on the planned date. If we cancel for reasons within our control, we will offer a new appointment or a refund of any prepaid amount relating to the cancelled portion of the service. We are not responsible for indirect losses caused by a rescheduled visit, provided we acted reasonably.

If our team is delayed due to traffic, emergencies, or previous appointments overrunning, we will try to keep you informed and attend within a reasonable time. However, arrival times are estimates rather than guarantees unless a fixed time window has been expressly agreed. Delays caused by factors outside our control will not usually entitle you to compensation.

Liability and Property Care

We will take reasonable care in performing the cleaning service, but you acknowledge that some items and surfaces are delicate, aged, or unsuitable for standard cleaning methods. You should remove or secure valuables, documents, cash, jewellery, and fragile items before the appointment. Unless we have expressly agreed to handle a particular item, we are not responsible for damage caused by pre-existing weakness, manufacturing defects, hidden faults, poor installation, or unsuitable materials.

Our liability for foreseeable loss or damage caused by our negligence is limited to the amount paid or payable for the specific service giving rise to the claim, except where the law does not allow limitation. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded under UK law. We do not accept responsibility for loss of profit, business interruption, or indirect consequential loss.

You must notify us of any issue as soon as reasonably possible after the service is completed and provide enough detail to allow us to investigate. If damage is alleged, you should retain the item or condition in question and avoid repair or disposal until we have had a reasonable opportunity to inspect or review the matter. Any claim may be reduced or rejected if you fail to take reasonable steps to limit loss or if the issue was caused by information withheld at booking.

Customer Responsibilities and Site Conditions

You are responsible for ensuring the property is reasonably safe, accessible, and suitable for cleaning. This includes providing water, electricity, lighting, working fixtures where needed, and a safe working environment. If the property contains hazards such as broken glass, bodily fluids, mould, pests, sharp objects, or unstable structures, you must tell us in advance. We may refuse to carry out the service until the hazard is removed or controlled.

Where pets are present, you must ensure they are supervised or secured so that they do not interfere with the work, present a risk, or delay completion. We may also refuse tasks involving aggressive animals, restricted areas, or conditions that would expose staff to unacceptable risk. If our team has to leave because of unsafe conditions, the appointment may still be charged in full or in part.

Waste Regulations and Disposal

Cleaning services may create waste, but we will only remove, bag, or dispose of waste within the limits of applicable UK waste regulations and the agreed scope of work. We do not collect hazardous waste, clinical waste, asbestos, large quantities of construction debris, electrical goods, sharps, controlled substances, or any material requiring specialist licensing unless this is specifically agreed in writing and lawfully permitted. Any waste we do handle must be safe, lawful, and suitable for the service type.

You remain responsible for the lawful disposal of waste generated by the property unless we have expressly agreed to remove it as part of the service. If we do remove general waste, you agree that it may be placed in the appropriate containers, transfer points, or disposal routes in accordance with local authority and environmental requirements. We reserve the right to decline removal if the material is contaminated, excessive, unsafe, or not properly sorted.

If any item or substance is likely to be regulated, offensive, or potentially harmful, you must tell us before the appointment. We may stop the service immediately if prohibited waste is discovered, and any additional charges, legal consequences, or disposal costs arising from undisclosed waste will be your responsibility. You must not ask us to transport or dispose of items in a way that breaches environmental, health and safety, or waste carrier rules.

Service Standards, Complaints, and Right to Remedy

We aim to provide a professional standard of cleaning service with reasonable care and skill. If you believe a part of the work has not been completed as agreed, you should notify us promptly and allow us a fair chance to review the matter. Where appropriate, we may offer a return visit, rectification, or partial credit rather than a refund, depending on the nature of the issue and the original scope of work.

A complaint will not automatically entitle you to a refund if the issue arose because of stale stains, heavy soiling, unsuitable materials, inaccessible areas, or circumstances outside our control. We may request photographs, a description of the problem, and details of the original booking so that we can assess the claim. Any remedy will be limited to the affected part of the service unless broader failure is proven.

Nothing in these terms affects your statutory rights as a consumer. If you are purchasing services as a business customer, different expectations may apply, but we will still act reasonably and in good faith when resolving disputes. Any informal resolution offered by us is without prejudice to our legal rights and does not constitute an admission of liability.

Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in law, operational practice, payment methods, or the range of services offered. The version in force at the time of your booking will generally apply to that booking, unless a change is required by law or a revised version has been expressly accepted by both parties. Continued use of the service after notice of changes may be taken as acceptance where permitted.

If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force. Failure by us to enforce any right or provision immediately does not mean we have waived that right. Any waiver must be confirmed in writing. These terms are intended to be interpreted in a commercially sensible way that reflects the nature of professional cleaners and the needs of customers seeking reliable service.

Governing Law

These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer protection rules provide otherwise. By booking with Cleaners Treatham, you agree that the service relationship will be interpreted and enforced under UK law, with reference to the rights and obligations created by contract and relevant consumer legislation.