Terms and Conditions for Cleaners Dulwich

These Terms and Conditions set out the basis on which Cleaners Dulwich, referred to in this document as “we”, “us”, or “our”, provides domestic and commercial cleaning services to customers, referred to as “you” or “the client”. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear, fair, and practical framework for our Dulwich cleaning services, helping both parties understand their rights, responsibilities, and limitations before any work begins.

These terms apply to all standard cleaning appointments, one-off cleans, recurring services, end-of-tenancy cleans, and specialist cleaning arrangements unless a separate written agreement states otherwise. We may update these terms from time to time to reflect operational, legal, or regulatory changes. The version in force at the time of booking will apply to that service unless a later written variation has been agreed. Nothing in these terms affects your statutory rights as a consumer where those rights cannot lawfully be excluded or limited.

Please read this document carefully before placing a booking. If anything is unclear, the booking should not be confirmed until the point has been explained and accepted by both sides. These terms are intended to be reasonable and proportionate, and they should be read together with any service description, quotation, or booking confirmation issued by us. In the event of a conflict, any specific written agreement relating to your cleaning service will usually take priority over these general terms to the extent permitted by law.

1. Booking process

A booking for Dulwich cleaners may be requested by telephone, email, online form, or any other channel we make available. A booking request is not binding until it has been reviewed, accepted, and confirmed by us. We may ask for details such as the size of the property, the type of clean required, access arrangements, preferred dates, urgency, and any special instructions. This information helps us assess whether we can safely and properly provide the requested service.

Once we have reviewed the request, we may provide an estimate, quotation, or proposed service plan. Any quotation is based on the information supplied at the time and may change if the actual condition, size, or scope of work differs materially from what was described. A booking becomes confirmed only when we send written or recorded confirmation, or when we otherwise clearly accept the job and allocate resources to it. It is your responsibility to check that the confirmed details are correct, including date, time, address, and type of service.

We reserve the right to decline a booking where the requested service is outside our capacity, would present a health and safety risk, or would require work that is unlawful, unsafe, or unsuitable for our team. If we need further information before confirming, you agree to provide it promptly and accurately. Any failure to disclose relevant information, such as restricted access, hazardous materials, severe contamination, pets, or vulnerable surfaces, may result in a change to the quotation, a delay, or cancellation of the appointment. In such cases, any wasted attendance or administration costs may be charged where lawful.

2. Access, preparation, and client responsibilities

You must ensure that our team has suitable access to the property at the agreed time. If entry is delayed or prevented because keys are unavailable, instructions are incomplete, or no authorised person is present, the appointment may be treated as cancelled by you or as a chargeable waiting period, depending on the circumstances. You are also responsible for securing valuables, sensitive documents, fragile objects, and any items that should not be moved, cleaned, or touched.

Before work begins, you should remove or clearly identify items that may be easily damaged, and you should tell us about any surfaces, fittings, or materials that need special care. While we will take reasonable precautions, some materials and finishes may be delicate, aged, or already compromised. We are not responsible for pre-existing damage, wear and tear, hidden defects, or deterioration caused by unsuitable materials or improper maintenance. If the property is occupied by tenants, visitors, or other third parties, you must ensure that our staff can work without obstruction or interference.

3. Payments and charges

Fees for cleaning services in Dulwich are calculated according to the quotation, rate card, or service package confirmed at the time of booking. Prices may be hourly, fixed, or based on a combination of factors such as property size, frequency, scope, and specialist requirements. Unless stated otherwise, all prices are inclusive or exclusive of VAT according to the applicable tax position. Any additional work requested during the appointment may be charged separately if it falls outside the original scope.

Payment must be made in the manner and within the timeframe stated on the invoice, booking confirmation, or payment request. We may require advance payment, a deposit, card pre-authorisation, or full payment at the end of the service, depending on the type of job and the customer relationship. If payment is not received on time, we may suspend future bookings, charge reasonable recovery costs where permitted, and apply statutory interest and compensation on overdue sums in accordance with UK law where applicable.

You agree that any discount, promotion, or special rate is conditional on the booking being completed in line with the relevant offer terms. Promotions may be withdrawn, amended, or limited to specific dates or service categories. If we discover that a quotation was based on inaccurate information, we may revise the price before or during the appointment, provided we act reasonably and explain the reason for the change. If you do not accept the revised price, you may be entitled to cancel before further work is carried out, subject to any lawful charges already incurred.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a confirmed appointment by giving notice in accordance with the timeframe stated in your booking confirmation. Where no specific timeframe is stated, at least 24 hours’ notice should be provided for standard appointments, and longer notice may be required for larger, specialist, or time-sensitive jobs. Cancellations made within the notice period may be subject to a reasonable cancellation fee if we have reserved time, staff, or equipment for your booking.

If you cancel late, fail to provide access, or are otherwise not ready for the appointment, we may charge part or all of the agreed fee where this reflects a genuine loss or wasted capacity. This may include travel time, administrative costs, or cancellation of third-party arrangements. In some cases, we may offer one free reschedule at our discretion, but this does not create a general right to unlimited changes. We will always act fairly and proportionately when applying cancellation charges.

We may also cancel or postpone a booking if the property is unsafe, if conditions materially differ from the information provided, if there is a risk to our staff, or if circumstances beyond our control prevent performance of the service. Examples include severe weather, illness, transport disruption, equipment failure, or access restrictions imposed by third parties. If we cancel for reasons within our control, we will normally offer a new appointment or a refund for any prepaid amount relating to the undelivered service, to the extent required by law.

5. Liability and service limitations

We will provide our services with reasonable care and skill, using trained personnel and suitable equipment. However, Cleaners Dulwich cannot guarantee the removal of every stain, mark, odour, or ingrained contaminant, particularly where materials are delicate, aged, porous, or previously damaged. Cleaning results may vary depending on the condition of the property and the information supplied. Any estimate of time or outcome is made in good faith, but it is not a promise of perfection unless expressly stated in writing.

We are not liable for loss or damage caused by items that were already defective, unstable, improperly installed, or inadequately secured, nor for damage caused by the failure to disclose relevant information. Our liability will not be excluded or limited where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law. Subject to those exceptions, our total liability for a claim arising from a service will normally be limited to the amount you paid for the specific service in question.

We are not responsible for indirect or consequential losses such as lost profits, missed opportunities, business interruption, or emotional distress, except where such exclusion is not permitted by law. Where a problem is reported, you must allow us a reasonable opportunity to inspect the issue and, where appropriate, attempt a remedy. Claims should be raised promptly and with supporting details, including photographs where available. Failure to notify us within a reasonable time may affect our ability to investigate or resolve the matter fairly.

6. Property, breakages, and prohibited items

Our team will take reasonable care when handling items, fixtures, and surfaces, but you remain responsible for informing us of fragile, valuable, or sentimental possessions. Where possible, breakable items should be moved or secured before cleaning begins. We will not intentionally use products or methods that are unsuitable for a surface, and we may decline to clean certain items if we consider that doing so could cause damage or if the item’s condition is uncertain.

If we cause accidental damage through negligence, we will assess the matter promptly and fairly. This may involve repair, replacement, or an agreed financial settlement, subject to the limitations set out in these terms and any applicable insurance arrangements. Ordinary wear, existing defects, and damage caused by poor condition or hidden weakness are not the same as accidental damage caused by our team. You must also not request that we handle prohibited, unsafe, or illegal items.

For safety and legal reasons, we will not clean, move, dispose of, or otherwise handle hazardous substances, biological waste, needles, asbestos, suspected mould requiring specialist remediation, or any material that requires a licensed contractor unless we have expressly agreed in writing and are lawfully permitted to do so. If such items are discovered during the job, we may pause or stop work immediately and charge for time already spent and for any necessary attendance.

7. Waste regulations and disposal

Where our service includes clearing waste, bagging rubbish, or removing cleaning-related debris, all disposal will be carried out in accordance with applicable UK waste regulations. You must tell us in advance about any waste that is unusual, heavy, contaminated, sharp, recyclable, electrical, or potentially hazardous. We will only remove waste that we are lawfully able to transport and dispose of, and we may refuse items that require specialist handling or documentation.

You are responsible for providing accurate information about the nature and quantity of any waste. If waste has been misdescribed, or if additional charges are necessary because of sorting, carrying, transport, or disposal requirements, those charges may be added to your invoice. We are not a public waste collection authority, and our services do not include the removal of regulated industrial waste, clinical waste, asbestos, chemicals, or other controlled substances unless expressly stated and lawfully arranged in advance.

Any waste left for collection remains your responsibility until it has been lawfully transferred or disposed of under the agreed service. You must not ask our team to breach environmental or waste-handling laws, and you agree to indemnify us against losses, fines, or claims arising from inaccurate descriptions, unlawful instructions, or contamination caused by items you supplied or failed to identify. We reserve the right to stop work if we believe compliance would otherwise be compromised.

8. Insurance, complaints, and variations

We maintain insurance cover appropriate to the nature of our operations, subject to the policy terms, limits, exclusions, and excesses in force at the relevant time. Insurance does not create a wider liability than is set out in these terms. If you wish to make a complaint or report an issue, you should do so as soon as reasonably possible so that the matter can be reviewed while the relevant facts are still available.

From time to time, we may need to amend these terms, service methods, prices, or operating procedures. Changes will not usually affect a booking that has already been accepted, unless required by law, by safety considerations, or by a written agreement with you. If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue in full force. Any failure by us to enforce a right on one occasion does not mean we waive that right permanently.

9. Governing law and jurisdiction

These terms, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. Both parties agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another forum. If a dispute arises, we encourage the parties to seek an amicable resolution first, but this does not affect any legal rights either party may have.

By proceeding with a booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions for Cleaners Dulwich. These terms are intended to support a professional, transparent, and lawful service relationship, while allowing reasonable flexibility for the practical realities of cleaning work. For recurring or specialised Dulwich cleaning arrangements, any additional written instructions, schedules, or service notes may form part of the agreement where they are clearly accepted by both sides.

Nothing in these terms affects mandatory consumer rights, nor does it prevent either party from relying on any other legal remedy available under UK law. If you request work that is outside the normal scope of domestic or commercial cleaning, we may set out extra conditions before accepting the booking. Continued use of our services after any update to these terms will be treated as acceptance of the revised version for future appointments, where lawful and reasonable.

10. Final provisions

These conditions are designed to balance customer convenience with safe and lawful service delivery. They should be read as a whole, and headings are included for ease of reference only. In these terms, the words cleaner, cleaning company, cleaning provider, and similar expressions may be used interchangeably to describe our service operation, without changing the meaning of the agreement. If a court or regulator requires a narrower interpretation of any wording, that wording should be read in the narrowest lawful way while preserving the rest of the document.