Terms and Conditions for Cleaners Sutton

These Terms and Conditions set out the basis on which Cleaners Sutton provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming a quotation, or allowing a cleaner to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any Cleaners Sutton service.

1. Definitions

In these Terms and Conditions, “we”, “us”, and “our” refer to the cleaning service provider operating under the Cleaners Sutton brand. “You” and “your” refer to the customer, client, or person requesting the service. “Services” means the cleaning work agreed in advance, including one-off, regular, end of tenancy, deep cleaning, or specialist cleaning tasks that form part of the confirmed order.

2. Booking process

All bookings are subject to availability and acceptance by us. A booking may be made by phone, email, web form, or any other method we make available from time to time. We may request information to assess the scope of the work, including the type of property, the rooms to be cleaned, access conditions, parking restrictions, the presence of pets, and any particular requirements that may affect pricing or scheduling.

Once you request a service, we may provide an estimate or a quotation. An estimate is based on the information supplied and may change if the actual conditions differ from the description provided. A quotation becomes binding only when we confirm it in writing, and only for the exact scope described. If the job changes materially before or during the appointment, we may revise the price or the duration of the visit.

3. Confirmation and access

A booking is not confirmed until we accept it and, where applicable, receive any required deposit or prepayment. It is your responsibility to ensure that access is available at the agreed time, including keys, codes, concierge arrangements, alarms, or any other entry requirements. If our team cannot gain access within a reasonable period, the visit may be treated as a late cancellation or missed appointment, and a charge may apply.

You must ensure that the premises are safe and suitable for cleaning. This includes informing us in advance of hazards such as broken glass, exposed wiring, aggressive animals, slippery surfaces, mould, bodily fluids, or items that require special handling. We reserve the right to decline or suspend services if the property conditions pose a risk to health, safety, or the quality of the work.

4. Payment terms

Our charges are based on the agreed quotation, hourly rate, fixed fee, or combination of these, as stated at the point of booking. Unless otherwise agreed in writing, payment is due on completion of the service or in advance for certain types of work. We may request card payment, bank transfer, cash, or another accepted method. Any payment instructions given in the booking confirmation must be followed.

Where a deposit or advance payment is required, the booking may be held provisionally until the payment is received. If payment is declined, delayed, reversed, or disputed without lawful reason, we may suspend future services and recover any costs reasonably incurred in collecting the outstanding amount. All prices are shown inclusive or exclusive of VAT according to the information provided at the time of sale.

Any additional work not included in the original scope may be charged separately. This may include extra rooms, heavy soiling, stain treatment, intensive appliance cleaning, or time spent waiting for access beyond a reasonable period. If the service is extended at your request, the final price will reflect the additional labour and materials used. For Cleaners Sutton services, we aim to be transparent about all extra charges before they are applied.

5. Cancellations and rescheduling

You may cancel or reschedule a booking by giving us notice in advance. Unless a different notice period is stated in your booking confirmation, cancellations made with less than 24 hours’ notice may incur a charge. Where a cleaner has already been allocated, travel undertaken, materials prepared, or time reserved exclusively for your appointment, we may charge part or all of the fee that would otherwise have been payable.

If you need to change the date, time, or service details, we will do our best to accommodate the request, but we cannot guarantee availability. We may cancel or reschedule the appointment if necessary due to staff illness, unsafe conditions, adverse weather, access failure, or other events outside our reasonable control. In such circumstances, we will offer a revised date or an alternative arrangement where practical.

6. Customer obligations

You agree to prepare the property reasonably before the appointment. This includes securing valuables, removing fragile items if necessary, and notifying us of any areas that should not be cleaned. We are not responsible for cleaning the inside of locked containers, handling cash, moving heavy furniture, or cleaning items that could be damaged by water, steam, chemicals, or abrasion unless this has been specifically agreed in advance.

You must ensure that all information provided during the booking process is accurate and complete. If inaccurate information leads to extra work, delays, or a reduced ability to complete the service, we may adjust the price or limit the work carried out. Where products, tools, or specialist equipment are required and you have asked us to use your own supplies, you are responsible for ensuring they are suitable and safe for the intended task.

7. Liability

We will perform the Services with reasonable care and skill. However, except where prohibited by law, our liability is limited to the amount paid or payable for the specific service giving rise to the claim. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

We are not liable for pre-existing damage, wear and tear, hidden defects, items that are already fragile or unstable, or damage caused by factors outside our control. This includes damage resulting from faulty fixtures, incorrect installation, poor maintenance, unsuitable materials, or prior treatment by another party. We also do not accept responsibility for loss of items that were not declared, secured, or properly stored before the service began.

If you believe damage or loss has occurred during a visit, you must notify us as soon as reasonably possible and provide evidence such as photographs, a description of the item, and any relevant supporting information. We may inspect the area or item before any repairs, replacement, or compensation is considered. No admission of liability will be made until we have had a reasonable opportunity to investigate.

8. Insurance and claims

We maintain insurance coverage appropriate to the nature of our business. However, insurance does not change your duty to disclose risks, protect valuables, or ensure that the property is suitable for cleaning. Any claim must be made promptly and must relate directly to the service we provided. Claims submitted long after the event may be difficult to assess and may be declined where the delay prevents a fair investigation.

Where a claim is valid, our preferred approach is to offer repair, replacement, re-cleaning, or a refund of the affected part of the service, depending on the circumstances and the level of loss shown. Compensation will not exceed the reasonable value of the proven loss and will not include indirect or consequential losses, such as lost earnings, loss of business, or inconvenience, except where required by law.

9. Waste, disposal, and regulatory compliance

You acknowledge that some cleaning tasks may create waste or involve the removal of items that cannot be left on site. We will comply with applicable waste handling and disposal laws in the UK, including rules relating to household waste, contaminated materials, and any item that requires specialist disposal. We will only remove waste where this has been agreed in advance and where it is lawful and safe to do so.

We will not dispose of hazardous materials unless expressly agreed and legally permitted. Hazardous waste may include chemicals, asbestos-containing materials, clinical waste, needles, sharps, solvents, oils, or other regulated substances. If such items are found during a cleaning appointment, we may stop work and advise that specialist disposal arrangements are required. You remain responsible for telling us in advance about any regulated or potentially dangerous waste on the premises.

We may separate recyclable, general, and special waste where appropriate. Any items left for disposal must be clearly identified and must not contain confidential, sensitive, or unlawful materials. If the service requires transport of waste, you authorise us to handle it only in a manner consistent with applicable law and our internal procedures. For avoidance of doubt, we do not act as a waste carrier unless this is expressly stated in the booking terms.

10. Materials, equipment, and cleaning products

Unless otherwise agreed, we will supply standard cleaning equipment and products suitable for the job. Where specialist products are needed, these may be charged separately or supplied by you if requested. You should advise us of allergies, sensitivities, or material restrictions before the appointment. While we aim to use appropriate products for the surface and task, we cannot guarantee that every material will react identically to cleaning agents, water, or mechanical action.

We may refuse to use products supplied by you if they appear unsafe, unsuitable, expired, or ineffective. If you insist on the use of a supplied product against our recommendation, you accept the associated risk unless liability cannot be excluded by law. We also reserve the right to substitute a product with an equivalent alternative where necessary to complete the cleaning safely and effectively.

11. Standards, complaints, and re-cleans

We aim to deliver a consistent standard across all cleaning services. If you are unhappy with the result, you should notify us within a reasonable time after completion, stating the specific area or issue concerned. Where appropriate, we may offer a return visit to address the matter. Any re-clean or remedy will be assessed in light of the original instructions, the condition of the property, and the extent to which access or preparation affected the outcome.

A complaint does not automatically entitle you to a refund. We will review the facts fairly and decide whether re-performance, partial refund, or no further action is appropriate. If you arrange for a third party to correct the issue before giving us a chance to review it, this may limit our ability to investigate and may affect any remedy we can offer.

12. Substitution of staff and subcontractors

We may use trained employees, contractors, or subcontractors to carry out any part of the service. Any person attending on our behalf will be required to follow our service standards and procedures. We may substitute staff if necessary, and this will not normally affect your booking, provided the agreed service can still be delivered within a reasonable standard and timeframe.

Nothing in these Terms creates a partnership, employment relationship, or agency between you and any cleaner attending the property, except as required to complete the service. No cleaner is authorised to make binding promises on our behalf beyond the agreed booking and written confirmation.

13. Force majeure

We are not liable for failure or delay in performing our obligations where the failure arises from events beyond our reasonable control. These may include severe weather, transport disruption, power failure, illness, industrial action, fire, flooding, government restrictions, or other unforeseen events. In such cases, we will use reasonable efforts to rearrange the service or propose an alternative solution, but we will not be responsible for losses arising from the disruption itself.

14. Governing law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, unless mandatory consumer law provides otherwise. If any provision of these Terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.

15. General provisions

No waiver of any right under these Terms will operate as a waiver of any future breach. If we do not enforce a right immediately, that does not mean we have given up that right. These Terms form the entire agreement between you and us in relation to the Services, unless a separate written agreement states otherwise. Any variation must be agreed in writing by both parties.

By proceeding with a booking for Cleaners Sutton, you confirm that you have read, understood, and agreed to these Terms and Conditions. They are intended to protect both parties and ensure that the cleaning service is delivered fairly, safely, and in compliance with applicable UK law. If you require clarification before booking, you should review the confirmed service details carefully before the appointment begins.