Streatham Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Streatham Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, the customer confirms that they have read, understood and agreed to these terms. The purpose of this document is to explain how the service works, what is expected from both parties, and how issues are handled in a fair and lawful way. These terms apply to all standard cleaning appointments, one-off visits, recurring bookings, deep cleans, end of tenancy cleans, and any other cleaning service agreed in advance. In these terms, references to “we”, “us” and “our” mean Streatham Cleaner, and references to “you” and “your” mean the customer or person making the booking.

We aim to provide a reliable and professional cleaning service, but our obligations depend on the information you provide and on the condition of the premises at the time of the appointment. If the property contains hazards, restricted access, unsafe surfaces, infestation, biohazards, or items requiring specialist treatment, we may refuse all or part of the work, amend the service, or reschedule it. These terms should be read carefully before booking so that you understand the limits of the service and the responsibilities of each party.

By booking a service from Streatham Cleaner, you agree that the cleaning visit is arranged for lawful domestic or commercial purposes only. These terms do not replace your statutory rights under UK consumer law. Nothing in these terms is intended to exclude liability where such exclusion would be unlawful. However, these terms do set out reasonable service standards, payment rules, cancellation conditions, and practical limits relating to cleaning, waste handling, and liability.

1. Booking Process

Bookings may be made by phone, email, online form, messaging service, or any other method we make available from time to time. A booking request is not confirmed until we have accepted it and, where relevant, received any deposit, pre-authorisation, or written confirmation requested from you. We may ask for information needed to provide an accurate quote, including the property type, size, service type, access arrangements, parking restrictions, parking permits, pets, special surfaces, and any areas requiring extra attention. The more accurate the information you give, the more accurate our estimate and schedule will be.

We reserve the right to revise a quotation if the actual job differs from the details originally provided. This may happen where the property is larger than stated, the condition is significantly worse than described, or the requested tasks are outside the agreed scope. If the revised price is not accepted, we may carry out only the work that was originally agreed or cancel the appointment without liability for any inconvenience caused. Where possible, we will notify you before starting any additional work.

You are responsible for ensuring that the property can be accessed at the agreed time and that an appropriate adult is present if necessary to provide entry, instructions, or approval. If we cannot gain access, or if our team is delayed because of incorrect information, missing keys, unsafe conditions, or an unavailable contact person, we may charge a cancellation or waiting fee. Arriving late on your part does not extend the time reserved for the appointment unless we agree otherwise in writing. For recurring services, we may alter the assigned cleaner, time, or date where operational requirements make this necessary, provided the overall service remains reasonably similar.

2. Services and Customer Responsibilities

Our Streatham cleaning service covers the tasks agreed at the time of booking or set out in the service description. Unless agreed in writing, the service does not include moving heavy furniture, lifting items that may cause injury, handling dangerous goods, clearing blocked drains, removing mould beyond ordinary surface cleaning, or carrying out repairs. We may also refuse to clean items or areas that are delicate, damaged, or not suitable for standard cleaning methods. If any specialist work is required, it may need separate agreement and pricing.

You are expected to prepare the property reasonably before the visit. This may include securing valuables, removing personal items from surfaces where possible, and advising us of any fragile possessions or risks. We are not responsible for damage to items that are already unstable, poorly fixed, defective, or not fit for ordinary cleaning. If you ask us to clean around valuable objects, ornaments, electronics, artwork, or heirlooms, you do so at your own risk unless we have specifically accepted responsibility in writing.

Where keys, fobs, alarm codes, or entry instructions are provided, you confirm that you have authority to give them to us and that they may be used for the agreed appointment only. Any loss or misuse of such access details caused by our negligence will be handled in line with our liability obligations. However, we are not liable for delays or missed appointments caused by incorrect access details supplied by you or by third parties acting on your behalf.

3. Prices, Payments and Invoicing

All prices are quoted in pounds sterling unless stated otherwise. Prices may be given as fixed fees, hourly rates, or estimated ranges depending on the nature of the service. Estimates are based on the information available at the time and may be adjusted if the scope changes. If the job takes longer than expected because of the condition of the property or because the instructions differ from the original booking, additional charges may apply. We will always aim to be transparent about pricing and to explain any change before continuing where practical.

Payment is due on the date of service unless we agree another arrangement in writing. We may require payment in advance, a deposit, or immediate payment upon completion. Accepted payment methods may include bank transfer, card payment, cash, or online payment systems, depending on the service and the booking method. If an invoice is issued, it must be paid by the date stated on the invoice. Late or failed payments may result in interest, admin charges, suspension of further services, or recovery action in accordance with applicable law.

Where a deposit has been taken, it may be used to cover cancellation costs, failed access, or unpaid balances where this is permitted by law and by these terms. Discounts, promotional offers, and bundled pricing are offered at our discretion and may be withdrawn, changed, or limited to certain services or dates. Unless expressly stated, prices do not include specialist waste disposal, parking charges, congestion-related charges, or other third-party costs. If these costs are incurred on your behalf, you agree to reimburse them.

4. Cancellations, Rescheduling and No-Access Charges

You may cancel or reschedule a booking by giving reasonable notice. The notice period required may vary depending on the type of service, length of booking, and whether staff, equipment, or materials have already been allocated. If you cancel too close to the appointment time, a fee may be charged to cover lost time and planning costs. Where a deposit has been paid, it may be retained in full or in part if the cancellation is late or the appointment cannot reasonably be reassigned.

If we need to cancel or reschedule, we will usually provide as much notice as reasonably possible and will offer an alternative date where available. We are not liable for any indirect loss arising from a rescheduled visit, including loss of business, inconvenience, or missed private arrangements, except where this would be unlawful. We may also cancel a booking immediately if the property is unsafe, if the required service is outside our competence, if we reasonably suspect unlawful activity, or if you or anyone present behaves in a threatening, abusive, or discriminatory manner.

If we arrive but cannot start work because access is unavailable, the property is locked, instructions are incomplete, utilities needed for the job are turned off, or the customer is absent when attendance is required, we may charge the full or partial booking fee. The same may apply where the premises are not ready for cleaning or where the service cannot be carried out safely. Repeated missed appointments may lead to refusal of future bookings.

5. Liability and Limits of Responsibility

We will carry out services with reasonable care and skill consistent with a professional cleaner in Streatham and in line with the information provided by you. If we fail to do so, we may, at our option, re-perform the affected part of the service, offer a price adjustment, or provide another reasonable remedy. This is subject to inspection being carried out within a reasonable time after the service, and to the issue being reported promptly.

Our liability for loss or damage caused by our negligence will be limited to the amount paid or payable for the relevant service, except where a greater limit is required by law. We are not responsible for indirect or consequential losses, loss of profit, loss of business, or loss caused by circumstances outside our control. This includes damage resulting from pre-existing faults, wear and tear, unsuitable materials, hidden defects, poor installation, or instructions given by the customer that lead to an unsuitable outcome.

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. If you believe we have caused damage, you must notify us as soon as reasonably possible and provide sufficient details and evidence to allow us to investigate. You must also take reasonable steps to prevent further damage after discovery of the issue.

6. Waste Regulations and Disposal

As part of our UK cleaning services, we may remove and dispose of ordinary cleaning waste generated directly by the service, such as dust, debris, packaging, disposable cloths, or other minor waste, where this is included in the agreed scope. We will do so in accordance with applicable waste regulations and only through lawful and responsible methods. We do not act as a licensed waste carrier unless we specifically state otherwise.

You must not ask us to remove hazardous, clinical, chemical, electrical, asbestos-related, or contaminated waste unless we have expressly agreed in writing and are lawfully permitted to handle it. Such materials may require specialist disposal routes and additional controls. We reserve the right to refuse collection or disposal of any waste that we reasonably consider to be unsafe, unlawful to handle, or outside our insurance or licensing arrangements. If prohibited waste is present, we may stop work until the issue is resolved.

You are responsible for telling us if waste includes items that could present a risk to health, safety, or the environment. This includes sharps, bodily fluids, faecal contamination, mould-infested materials, chemicals, batteries, or any item subject to special disposal rules. If these conditions are discovered during the appointment, we may pause or terminate the service and charge for time already spent. Waste left behind after a cleaning visit remains your responsibility unless we have agreed to remove it as part of the booking.

7. Complaints, Service Issues and Remedies

If you are dissatisfied with any part of the service, you should notify us promptly and provide reasonable details of the issue. We may ask for photographs, a description of the affected area, and an opportunity to inspect or revisit the property. Complaints made long after the service may be difficult to assess fairly, especially where the area has been used or altered since the visit. We will review complaints in good faith and aim to respond within a reasonable period.

Where a complaint is upheld, our preferred remedy may be a re-clean of the affected area, a partial refund, or another suitable solution depending on the circumstances. Any remedy offered will be proportionate to the issue identified. If the complaint relates to a service area that was not included in the original booking, or to an item or defect outside our control, we may decline responsibility. Your statutory consumer rights remain unaffected.

8. Force Majeure, Privacy and General Terms

We are not responsible for failure or delay caused by events beyond our reasonable control, including severe weather, transport disruption, illness, accidents, industrial action, power failure, public restrictions, or emergency situations. In such cases we may postpone the appointment, adapt the service, or cancel it without liability for consequential loss. We will make reasonable efforts to notify you and to rearrange the booking if practical.

Any personal data collected for booking and service administration will be handled in accordance with applicable UK data protection law and our privacy arrangements. Information supplied by you will be used only for legitimate business purposes connected with the provision of cleaning services, account management, and legal compliance. We will not disclose personal information except where necessary to perform the service, comply with law, or protect our legal rights.

These terms may be updated from time to time. The version in force at the time of your booking will normally apply to that service, unless a newer version is required by law or expressly agreed. If any part of these terms is found unenforceable, the remaining provisions will continue in effect. No waiver of a breach will count as a waiver of any later breach unless we agree in writing.

9. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. If you live elsewhere in the United Kingdom, local consumer protections may still apply where required by law, but the legal interpretation of this document will remain subject to English law unless another legal framework is mandatory. Any dispute arising out of or in connection with the service or these terms will be handled by the courts of England and Wales, unless the law requires otherwise.

By making a booking with Streatham Cleaner, you confirm that you are authorised to enter into this agreement and that the details provided are accurate to the best of your knowledge. You also confirm that you understand the limits of the service, including the booking process, payment obligations, cancellation rules, liability limits, and waste-handling requirements. These terms are designed to create a clear and fair working arrangement for both parties, supporting a professional and lawful cleaning contract every time a service is arranged.