Stockwell Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Stockwell Cleaners provides domestic and commercial cleaning services. By making a booking, the customer agrees to these terms, which are intended to create a clear and fair understanding of the service arrangement. The terms apply to standard cleans, deep cleans, one-off appointments, recurring visits, and any related add-on services unless otherwise agreed in writing.

For the purposes of this document, “we”, “us” and “our” mean Stockwell Cleaners, and “you” or “the customer” means the person requesting or authorising the cleaning service. These terms apply to all bookings made by phone, email, online form, message, or any other accepted method. If a separate written agreement exists, that agreement will take priority only where it expressly states that it overrides these terms.

We reserve the right to update or amend these terms from time to time. The version in force at the time of booking will apply to that booking unless a later written variation has been agreed. It is the customer’s responsibility to ensure that the booking information supplied is accurate and complete. Any misunderstanding caused by incomplete or incorrect information provided by the customer may affect the service, the price, or the outcome of the clean.

Booking of cleaning services in Stockwell is subject to availability and confirmation. A request for a service does not of itself create a binding appointment until we have accepted the booking and, where relevant, received any required deposit or advance payment. We may refuse or decline a booking at our discretion where the service requested is outside our scope, unsafe, impractical, or otherwise unsuitable.

When you make a booking, you agree to provide all relevant details needed to carry out the work properly, including the property type, access arrangements, the required cleaning tasks, any fragile surfaces, and any known hazards. If the customer’s description of the job differs materially from the actual condition of the property, we may adjust the quoted price, change the timing, or refuse to proceed if the revised scope cannot reasonably be completed within the agreed visit.

The booking process may involve an initial estimate, a quotation, or a fixed price. Any estimate is given in good faith based on the information available at the time and may change if the actual work differs from what was described. If a pre-visit inspection is offered or required, the final service scope may be confirmed only after that inspection has taken place.

Payment for Stockwell cleaning services must be made in accordance with the price and terms agreed at the time of booking. Unless stated otherwise, payment is due on completion of the service or in advance where the service type requires it. We may ask for a deposit, a card pre-authorisation, or full advance payment for certain bookings, including large jobs, repeat cancellations, or appointments with limited availability.

Accepted payment methods may include bank transfer, card payment, cash, or another method we expressly agree in writing. If payment is not made when due, we reserve the right to suspend further services, withhold future bookings, or charge reasonable recovery costs to the extent permitted by law. Any late or overdue sums may also be subject to interest and administrative charges where lawful and proportionate.

All prices are stated in pounds sterling unless otherwise agreed. Where VAT or any other applicable tax is chargeable, it will be added at the relevant rate. If the customer requests extra tasks, extended time, additional rooms, stain treatment, waste removal, or any service not included in the original scope, we may charge an additional fee. Such charges will normally be explained before the extra work is started, where reasonably possible.

Cancellations and rescheduling must be made with reasonable notice. If you need to change or cancel a booking, you should notify us as soon as possible so that we can adjust our schedule. We may apply a cancellation fee where late cancellation prevents us from offering the slot to another customer or causes us to incur costs. The amount of any fee will reflect the time remaining before the appointment and the nature of the booking.

If the customer is not present when access is required, or if we are unable to enter the premises through no fault of our own, the appointment may be treated as a late cancellation or missed visit. In such cases, a call-out charge, wasted journey fee, or full service charge may apply if we have reserved the time exclusively for the booking. If a recurring service is cancelled repeatedly or access is repeatedly denied, we may withdraw the service arrangement on notice.

We may reschedule or cancel a booking ourselves where necessary due to illness, staff shortages, adverse weather, safety concerns, equipment failure, or circumstances beyond our reasonable control. If we do so, we will aim to offer a new appointment at the earliest reasonable opportunity. Our liability in these circumstances will be limited to the refund of any payment received for the affected visit, unless otherwise required by law.

Our liability under these terms is limited to loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. We will not be responsible for indirect or consequential losses, loss of profit, loss of opportunity, or loss arising from matters outside our control. 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 lawfully be excluded under UK law.

The customer is responsible for securing valuables, sensitive documents, cash, jewellery, and fragile items before the service begins. Unless we have expressly agreed to handle specific items, we are not liable for damage to items that were not appropriately stored, protected, or disclosed as delicate. Where we move items as part of the cleaning process, we will take reasonable care, but the customer should inform us in advance of any objects requiring special handling.

If any damage, missing item, or concern arises, the customer should notify us as soon as reasonably possible and provide details of the issue. We may request evidence, including photographs, a description of the circumstances, and any available relevant information. Our assessment may include a review of the conditions at the property, the cleaning tasks performed, and the products or equipment used. Any remedy offered will be fair and proportionate in the circumstances.

In relation to waste, Stockwell Cleaners will comply with applicable UK waste management rules and environmental requirements when removing rubbish or disposing of cleaning-related waste, where such disposal is included in the service. We will only remove waste that we are authorised to handle and that falls within the agreed scope of work. The customer must disclose if the waste includes sharp objects, hazardous materials, broken glass, sanitary waste, electrical items, chemicals, or any other regulated material.

We do not accept responsibility for waste that cannot lawfully be collected, transported, or disposed of as part of a routine cleaning service. Hazardous or controlled waste may require specialist handling, separate documentation, or a specialist contractor. Where the customer asks us to remove waste, they warrant that the waste is lawful for us to handle, has been properly segregated if necessary, and does not contain prohibited or dangerous items unless this has been expressly agreed in writing.

Any waste left at the property after the service remains the customer’s responsibility unless we have agreed otherwise. We may decline to touch or move waste if doing so would create a risk to health, safety, or compliance. If contaminated materials, infested waste, biohazards, or prohibited substances are discovered, we may stop work immediately and the customer may still be charged for the time spent up to that point.

The customer agrees to provide a safe working environment. This includes reasonable access, adequate lighting, water and electricity where required, and notice of any structural defects, pets, alarms, building restrictions, or other risks. We may refuse to carry out work if conditions are unsafe or if a property presents a risk that cannot be managed using normal precautions. In such circumstances, the booking may be charged in part or in full depending on the situation.

We use professional judgment to determine the methods, products, and equipment appropriate for the service. While we aim to meet expectations, results can vary depending on the age, condition, and materials of the property, previous maintenance, and pre-existing staining or damage. Some marks, odours, limescale, mould, ingrained dirt, and wear may be difficult or impossible to remove completely without specialist treatment or the risk of surface damage.

The customer must inform us of any allergies, sensitivities, or restrictions relating to detergents, fragrances, or materials before the service begins. If no such notice is given, we may use standard professional products suitable for general cleaning. We are not responsible for reactions or issues arising from undisclosed sensitivities where reasonable notice was not provided. Any specific product request remains subject to availability and suitability.

Nothing in these terms affects your statutory rights as a consumer, where applicable. If we fail to provide the service with reasonable care and skill, you may be entitled to a repeat performance or other remedy under UK consumer law, depending on the circumstances. Any complaint about the service should be raised promptly so that we can investigate and, where appropriate, put matters right in a fair and timely way.

If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce a right or provision on one occasion does not mean that we waive that right in the future. Any variation to these terms must be agreed in writing by an authorised representative of Stockwell Cleaners.

These terms constitute the entire agreement between the parties in relation to the relevant service unless replaced or supplemented by a written contract. The customer confirms that they have read and understood the booking, payment, cancellation, liability, and waste provisions before confirming the appointment. By proceeding, the customer accepts that the service will be provided on the basis of these Terms and Conditions.

The use of phrases such as Stockwell Cleaners terms, cleaning service agreement, or cleaner booking conditions refers to this document and does not create separate rights unless specifically stated. Likewise, references to a cleaning appointment, service visit, or cleaning session are used interchangeably for convenience only. The obligations described here apply to the actual service as agreed for the specific booking.

Any dispute arising under or in connection with these terms should first be addressed through reasonable discussion and review of the relevant facts. If resolution cannot be reached informally, the matter may be pursued through the courts of England and Wales in accordance with the governing law clause below. We encourage both parties to keep records of booking details, service instructions, and any material changes agreed before or during the visit.

Governing law and jurisdiction: These Terms and Conditions, and any dispute or claim arising from them or the services provided, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise.