Cleaners Chelsea Service Terms and Conditions
These Service Terms and Conditions set out the basis on which Cleaners Chelsea provides domestic and commercial cleaning services to customers in the UK. By making a booking, the client agrees to these terms, which are designed to create a clear understanding of service scope, pricing, access, cancellation rights, and responsibility for waste handling. These terms apply to all standard bookings, recurring cleaning arrangements, and one-off appointments unless otherwise agreed in writing. The objective is to ensure a fair, transparent, and professional service relationship.
For the purposes of these terms, references to “we”, “us”, and “our” mean the cleaning provider operating under the Cleaners Chelsea service name, and references to “you” or “the client” mean the person requesting or paying for the service. These terms should be read together with any booking confirmation, service description, quotation, or special instruction provided before the appointment. If there is any inconsistency, the written booking confirmation will normally take priority, unless it conflicts with mandatory UK law.
By arranging a cleaning service with Cleaners Chelsea, the client confirms that they are authorised to enter into the agreement and that the property is safe and reasonably accessible for the work requested. The client also accepts responsibility for providing accurate information about the property, including any known hazards, fragile items, parking restrictions, access codes, alarm systems, or specific cleaning requirements. Failure to provide complete information may affect the service outcome and may lead to additional charges or rescheduling.
1. Booking Process
Bookings are usually made after an enquiry, quotation, or service request and are confirmed only when accepted by us. A booking is not final until we issue confirmation by email, text message, or another written method. We may request details such as the property type, size, preferred date, service level, and any special instructions before confirming availability. Any estimate provided before inspection or before the start of work is based on the information supplied by the client and may be adjusted if the actual conditions differ materially from what was described.
When booking cleaning services in Chelsea, the client must ensure that the chosen date, time, and service type are correct. If the client requests changes after confirmation, we will try to accommodate them, but we are not obliged to do so. We may also decline a booking or change a scheduled appointment where there are concerns about safety, access, unsuitable working conditions, or unreasonable expectations that cannot be met within the agreed service scope. We reserve the right to assign a suitably trained cleaner or team member to perform the service.
The client agrees to prepare the property for the service where necessary, including clearing access to areas to be cleaned and securing valuables, sensitive documents, cash, and portable items. We are not responsible for moving heavy furniture, lifting items that may cause damage, or handling hazardous materials unless expressly agreed. If the cleaner is unable to start or complete the appointment because access is denied, the property is not ready, or the client is absent without prior arrangement, the booking may be treated as a late cancellation or a wasted visit.
2. Prices and Payments
All prices are quoted in pounds sterling unless stated otherwise. Pricing may be based on hourly rates, fixed-price packages, or a combination of both, depending on the service requested. Any quotation is valid for the period stated in the quote or, if no period is given, for a reasonable time only. We may revise the price if the property condition, service description, or time required changes after the quotation is issued. Additional work requested during the appointment will be chargeable if accepted by us.
Payment terms depend on the service type and will be confirmed at booking. In many cases, payment is required before or immediately after completion, and in some cases a deposit may be requested to secure the appointment. We may accept bank transfer, card payment, or another agreed method. The client must ensure that funds are available and that payment is made on time. If a payment is declined, reversed, or delayed, we may suspend future bookings until the balance is settled. Any overdue amount may attract reasonable recovery costs, where permitted by law.
For Cleaners Chelsea recurring or contract cleaning arrangements, we may apply revised rates after giving reasonable notice where costs increase due to labour, materials, fuel, disposal, insurance, or regulatory changes. Discounts, promotions, or package prices are offered at our discretion and may be withdrawn or altered without prior notice unless already confirmed for an existing booking. Unless otherwise stated, all prices include standard labour and routine cleaning materials only, and do not include specialist equipment, parking charges, congestion-related costs, or additional waste disposal fees.
3. Cancellations, Rescheduling, and Missed Appointments
Cancellations and rescheduling requests must be made with reasonable notice. The exact notice period may be stated in the booking confirmation; if not, we will act reasonably based on the circumstances and staffing commitments. Where a client cancels late, requests a same-day change, or is unavailable at the agreed time, we may charge a cancellation fee to cover lost time, travel, and administration. If materials or third-party costs have already been incurred for the appointment, these may also be charged to the client.
If we need to cancel or reschedule a booking, we will normally give as much notice as possible and offer an alternative appointment where available. We are not liable for cancellation caused by events beyond our reasonable control, including severe weather, transport disruption, public emergencies, industrial action, or property access failure caused by third parties. In such cases, we will work with the client to rearrange the visit at a mutually convenient time, but we do not accept liability for indirect losses caused by the disruption.
We may treat a booking as cancelled by the client if the client does not provide access within a reasonable waiting period, if the premises are unsafe, or if the service cannot proceed due to circumstances attributable to the client. Repeated missed appointments, short-notice changes, or unreasonable refusal to permit completion of the agreed work may result in refusal of future service. In all cases, any refunds or partial refunds will be assessed fairly, taking into account work already carried out, staff time reserved, and any costs already incurred.
4. Service Standards and Client Responsibilities
We will provide services with reasonable skill and care, using trained staff and appropriate cleaning methods for the task agreed. However, cleaning outcomes can vary depending on the age, condition, and maintenance history of the property and its fixtures. The client acknowledges that some stains, limescale, odours, ingrained dirt, wear, or damage may not be fully removable through standard cleaning methods. Where specialist treatment is required, we will explain this and may quote separately.
The client must notify us before the appointment of any surfaces, materials, appliances, or areas that need special treatment or should not be cleaned using common products. This includes delicate flooring, untreated wood, antique items, leather, natural stone, electronics, and any surface that may react badly to moisture or chemical agents. If the client fails to disclose relevant information, we are not liable for deterioration that results from ordinary cleaning processes used in good faith and in accordance with reasonable professional practice.
Clients should ensure that pets are secured and that the working environment is reasonably safe for the cleaner. We may refuse to handle bodily fluids, mould requiring specialist remediation, needles, asbestos-related contamination, pest infestation, or any substance classified as hazardous unless the task is expressly agreed and legally permitted. If such materials are discovered during a visit, we may stop the work and request further instructions or decline the affected part of the service.
5. Liability and Insurance
We maintain insurance appropriate to the cleaning services we provide, but insurance does not remove the client’s duty to take reasonable care of belongings, fittings, and valuable items. Our liability is limited to direct loss or damage caused by our negligence or that of our staff, and only where such liability cannot lawfully be excluded. We are not liable for pre-existing damage, ordinary wear and tear, hidden defects, inadequate maintenance, faulty installation, or damage resulting from inaccurate instructions given by the client.
If the client believes damage has occurred during the service, they must notify us as soon as reasonably possible and in any event within a reasonable period after discovery. The client should provide photographs, a description of the item or surface, and any relevant supporting information. We may inspect the item or property before accepting responsibility or arranging a remedy. Where liability is established, our remedy may include repair, replacement, re-cleaning, or a refund, at our discretion and subject to the applicable legal limits.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. In all other circumstances, our total liability arising from a service booking shall not exceed the amount paid or payable for the specific service giving rise to the claim, except where a higher limit is required by law. The client is responsible for ensuring that insurance cover is in place for high-value or irreplaceable items where appropriate.
6. Waste Regulations and Disposal
We operate in accordance with applicable UK waste regulations and expect clients to cooperate with lawful and responsible waste handling. Standard cleaning waste, such as packaging, dust, disposable cloths, and routine household debris, may be collected and disposed of where agreed. However, we do not remove controlled, hazardous, or regulated waste unless the service specifically includes lawful disposal and we have the necessary authority and arrangements to do so. The client must not ask staff to dispose of items in a way that breaches waste or environmental rules.
Where waste is generated during a cleaning appointment, the client remains responsible for confirming where refuse should be placed and whether any special separation, recycling, or collection instructions apply. We may bag and move waste to the agreed collection point, but we are not responsible for disposing of bulky items, electrical goods, sharps, chemicals, paint, oil, asbestos, clinical waste, or other materials that require licensed handling. If such items are encountered, they will be left safely in place or handled only in accordance with the law and any prior written agreement.
If the service includes removal of waste or unwanted items, the client acknowledges that additional charges may apply for labour, transport, segregation, or lawful disposal. We may refuse to transport waste that appears unlawful, unsafe, or insufficiently described. The client agrees to indemnify us against any loss, penalty, or expense arising from inaccurate information about the nature of waste supplied for collection, provided that such loss is not caused by our own negligence or wrongdoing.
7. Confidentiality, Access, and Property Safety
During the performance of cleaners Chelsea services, we may be given access to private homes, offices, storage areas, or shared premises. We will take reasonable steps to respect privacy and confidentiality and to ensure that our staff act professionally at all times. Any personal data supplied for booking and service management will be processed in line with applicable data protection law and used only for legitimate business purposes related to the service.
The client must provide safe and lawful access to the premises at the agreed time. If keys, fobs, codes, or entry instructions are provided, the client confirms they are authorised to do so. We accept no responsibility for delays or failure to enter where the access information is incorrect, incomplete, or not available. The client should also inform us of any alarms, security systems, or building restrictions that may affect entry, cleaning, or departure.
Where our staff are requested to handle keys or access devices, we will take reasonable care, but the client remains responsible for arranging replacement or reprogramming if such items are lost, damaged, or deactivated due to reasons beyond our control. We are not liable for any indirect losses arising from restricted access, including missed appointments, building fines, or third-party charges, unless these are caused directly by our proven negligence.
8. Governing Law and General Terms
These terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
We may update these terms from time to time to reflect changes in law, business practice, or service structure. Any updated version will apply to future bookings from the date of publication or notification, while existing confirmed bookings will normally remain subject to the version in force at the time of confirmation unless a change is required by law. No failure or delay by us in exercising a right will operate as a waiver of that right.
These terms represent the full agreement between the client and Cleaners Chelsea in relation to the relevant cleaning service, unless varied in writing. The client should read them carefully before confirming a booking. By proceeding with a reservation, the client acknowledges that they understand the service limits, payment obligations, cancellation conditions, liability boundaries, and waste-handling requirements applicable to the appointment.