These Terms and Conditions set out the basis on which cleaning services are supplied by Cleaners W9 to residential and commercial customers within our service area. By making a booking, you agree to be bound by these Terms and Conditions, which apply to all services provided unless otherwise agreed in writing.
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means the individual, company or organisation booking cleaning services.
Company means Cleaners W9, the provider of cleaning services.
Service means any cleaning service provided by the Company, including regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, office cleaning, and any related services.
Premises means the property at which the Service is to be performed.
Cleaner means any representative, operative or contractor engaged by the Company to carry out the Service.
The Company provides professional cleaning services within the W9 area and nearby districts. The specific scope of each Service will be agreed at the time of booking, based on the type of property, size of the Premises, and the Customer's requirements.
Unless expressly agreed otherwise, Services do not include pest control, professional carpet repair, exterior window cleaning above safe reach from ground level, the removal of hazardous substances, or any work that may risk damage to the Premises or pose health and safety concerns.
The Company reserves the right to update or modify the range of Services available from time to time, and to decline any Service that cannot be carried out safely, lawfully, or to an appropriate standard.
Bookings may be made by the Customer through the Company’s accepted booking channels as advised from time to time. The Customer will be asked to provide accurate and complete information about the Premises, the requested Service, preferred dates and times, and any access instructions.
A booking is considered a request for Service and is subject to acceptance by the Company. The Company may confirm the booking by issuing a booking confirmation setting out the agreed Service, date and time, and any applicable charges. No contract for the provision of Services is formed until such confirmation is issued.
The Customer is responsible for ensuring that all information supplied at the time of booking is correct. The Company reserves the right to adjust the quoted price or duration of the Service if the information provided proves to be incomplete or inaccurate, for example where the Premises are significantly larger or more heavily soiled than described.
For regular or recurring Services, the Company may agree an ongoing schedule. Such arrangements are subject to these Terms and Conditions and may be amended by mutual agreement.
The Customer must ensure that the Cleaner has safe and reasonable access to the Premises at the agreed time. This may include providing keys, codes, or instructions for entry. Where keys are supplied, the Company will take reasonable care of them and return them upon termination of the Service or on request, subject to any outstanding payments being settled.
If the Cleaner is unable to gain access to the Premises or is denied access at the scheduled time, the Company may treat this as a late cancellation and apply the relevant cancellation fee. The Customer is responsible for ensuring that the Premises are secure and that any alarms or access systems are properly managed.
The Customer agrees to provide a safe working environment for the Cleaner, including adequate lighting, heating, ventilation, and access to water and electricity where required. The Customer must inform the Company of any health and safety risks, fragile items, or particular areas that require special attention.
The Customer is asked to remove or secure valuable, delicate, or irreplaceable items before the Service is carried out. The Company will not be responsible for cleaning or handling items that present an unreasonable risk of damage, including certain antiques, artwork, or high-value electronics, and the Cleaner may decline to clean such items at their discretion.
The Customer must not directly employ, contract or engage any Cleaner introduced by the Company for separate private work without the prior written consent of the Company. The Company reserves the right to charge a referral or introduction fee if this condition is breached.
Charges for the Services are normally based on an hourly rate, a fixed price per job, or a combination of both, as advised by the Company at the time of booking. Prices may vary according to the type of Service, the size and condition of the Premises, and the time and day requested.
All charges will be set out in advance, subject to any reasonable adjustments required where the scope of work changes. The Company reserves the right to revise its pricing from time to time. Any new pricing will apply to future bookings and, in the case of recurring Services, will be notified to the Customer in advance where reasonably practicable.
Payment is due in accordance with the payment terms notified to the Customer, which may include payment in advance, on the day of Service, or on invoice within a specified period. Accepted methods of payment will be communicated by the Company and may include card payments, bank transfers, or other secure methods.
If payment is not received by the due date, the Company may suspend or cancel further Services, and may charge interest on overdue amounts at a reasonable rate from the due date until payment is received in full. The Customer will be responsible for any costs incurred by the Company in recovering overdue payments, including reasonable legal or collection fees.
The Customer may cancel or reschedule a booking by providing notice within the minimum notice period communicated by the Company at the time of booking. As a general guideline, the Company expects not less than 24 hours' notice for standard appointments, though longer notice may be required for larger or specialist Services.
If the Customer cancels or reschedules with less than the required notice, the Company reserves the right to charge a cancellation fee, which may be up to the full cost of the scheduled Service, to cover lost time and administration costs.
Where the Cleaner is unable to attend due to illness, transport disruption, or other unforeseen circumstances, the Company will use reasonable efforts to offer an alternative appointment or replacement Cleaner. If this is not possible, the Customer will not be charged for the missed appointment, and any payments made for that specific appointment will be credited or refunded.
The Company may cancel a booking or terminate the Service with immediate effect if the Customer breaches these Terms and Conditions, behaves in an abusive or threatening manner towards the Cleaner or Company staff, or creates an unsafe or inappropriate environment at the Premises.
The Company aims to deliver Services with reasonable care and skill and to maintain consistent quality standards across its W9 service area. The Customer is encouraged to inspect the work as soon as reasonably possible after completion.
If the Customer is dissatisfied with any aspect of the Service, they should raise the issue with the Company as soon as possible, ideally within 24 hours of the Service being carried out. The Company will investigate the complaint and, where appropriate, may arrange for areas of concern to be re-cleaned or may offer a partial refund or credit at its discretion.
The Company’s liability in respect of any complaint will be limited as set out under the Liability section of these Terms and Conditions.
The Company will use reasonable care in selecting and instructing its Cleaners and will take reasonable steps to ensure that Cleaners are properly trained and supervised. The Company maintains appropriate insurance cover for its operations in the UK, subject to policy terms, conditions, and exclusions.
The Company will be liable for direct loss or damage to the Customer's property only where such loss or damage is caused by the negligence of the Company or its Cleaners while carrying out the Service, and where the Customer reports the issue promptly and provides reasonable evidence.
The Company's total liability in respect of any single event or series of connected events will be limited to the lesser of the cost of rectifying the damage or the total fees paid by the Customer for the Service giving rise to the claim, subject always to any applicable insurance limits.
The Company will not be liable for any indirect or consequential losses, including loss of profit, loss of enjoyment, or loss of opportunity, nor for any pre-existing damage, fair wear and tear, deterioration caused by improper maintenance, or damage to items that are unstable, incorrectly installed, or inherently fragile.
Nothing in these Terms and Conditions will exclude or limit the Company's liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded under applicable law.
The Company will take reasonable care when handling the Customer's property and keys. Where keys are provided, they will be securely stored and used solely for the purpose of providing the Services.
The Customer must promptly inform the Company of any change to locks or access arrangements. The Company will not be liable for any loss or damage arising from defective locks, security systems, or external factors outside its control.
The Company will handle general household and office waste generated in the course of cleaning in accordance with applicable UK waste and environmental regulations. This includes separating recyclable materials where facilities are available and ensuring that waste is not disposed of unlawfully.
The Service does not routinely include the removal of large quantities of waste, construction debris, garden waste, or hazardous materials such as chemicals, asbestos, clinical waste, or sharps. If such materials are encountered, the Cleaner may suspend work in the affected area and notify the Customer. The Customer will be responsible for arranging appropriate specialist removal in compliance with relevant regulations.
The Customer is responsible for ensuring that any waste storage facilities at the Premises, such as bins or recycling containers, are available and in suitable condition for use during the Service. The Company will not be responsible for external waste collection schedules or failures by third-party collection services.
The Company is committed to maintaining high health and safety standards in the performance of Services. Cleaners are instructed to follow safe working practices and to avoid tasks that may pose a significant risk to themselves, the Customer, or others present at the Premises.
The Cleaner may decline to move heavy furniture or appliances, to work at height without proper equipment, or to use any cleaning products or machinery supplied by the Customer that appear unsafe or unsuitable. The Company may terminate the Service if serious health and safety concerns are identified.
The Company may collect and process personal information about the Customer for the purposes of managing bookings, delivering Services, handling payments, and responding to enquiries or complaints. Any such processing will be carried out in accordance with applicable data protection laws in the UK.
The Company will take reasonable steps to safeguard personal data and will not sell or disclose it to third parties except where necessary for the provision of Services, compliance with legal obligations, or with the Customer's consent.
The Company will not be liable for any failure or delay in performing its obligations where such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to extreme weather, public transport disruption, strikes, pandemics, power failures, or acts of government.
In such cases, the Company will use reasonable efforts to reschedule the Service at a mutually convenient time once the circumstances have eased.
The Company may amend these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, or its business practices. Updated terms will be made available to Customers and will apply to future bookings.
Where recurring Services are provided, the Company will notify the Customer of any material changes in advance where reasonably practicable. Continued use of the Services after such notification will be taken as acceptance of the updated Terms and Conditions.
Either party may terminate ongoing regular Services by providing reasonable notice, typically not less than one week for domestic customers and not less than one month for commercial customers, unless otherwise agreed in writing.
The Company may terminate the Services with immediate effect where the Customer fails to pay any sum due, persistently cancels bookings at short notice, creates an unsafe or hostile environment, or otherwise materially breaches these Terms and Conditions.
Termination will not affect any rights or obligations that have already accrued, including the obligation to pay for Services performed up to the date of termination.
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by the Company.
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the provision of Services and supersede any prior representations, understandings, or agreements, whether written or oral, relating to their subject matter.
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Price List
| Carpet Cleaning | from £ 55 |
| Upholstery Cleaning | from £ 55 |
| End of Tenancy Cleaning | from £ 95 |
| Domestic Cleaning | from £ 13.50 |
| Regular Cleaning | from £ 13.50 |
| Office Cleaning | from £ 13.50 |
*Price excluding VAT
*Minimum charge apply
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