Terms and Conditions for Cleaning Services

These Terms and Conditions govern the supply of domestic and commercial cleaning services by Cleaners Bromley and apply to all bookings, quotations, service agreements, and related arrangements made with us. By requesting a service, confirming a booking, or allowing access for work to begin, the customer agrees to be bound by these terms. For the avoidance of doubt, references to cleaners in Bromley, the company, we, us, and our mean the service provider carrying out the cleaning work, while references to you and the customer mean the person or business requesting the service.

These terms are intended to set out a clear, fair, and practical basis for all work undertaken. They cover the booking process, pricing and payment, cancellation rules, access to premises, scope of responsibility, liability limits, and compliance with waste-related obligations. If any special arrangement is agreed in writing, that arrangement will apply only to the extent stated and will not override the remainder of these terms unless expressly confirmed by us in writing. Nothing in these terms affects your statutory rights.

We reserve the right to amend these terms from time to time. Updated terms will apply to new bookings and, where appropriate, to ongoing recurring services after notice has been provided. The most current version will always govern unless a different written agreement has been made for a particular job. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Booking Process

A booking with Cleaners Bromley is usually made by telephone, email, online enquiry, or another agreed method. During the booking process, you must provide accurate details about the property, the type of cleaning required, the approximate size and condition of the premises, any special instructions, and any access requirements. We rely on the information you provide when allocating time, equipment, staff, and materials. If the details supplied are incomplete or inaccurate, we may revise the quotation, adjust the service plan, or, in serious cases, decline the booking.

A booking becomes confirmed only when we have accepted it and, where applicable, received any required deposit or prepayment. Confirmation may be provided verbally or in writing, including by message or email. The service date, expected duration, and agreed price will be based on the information available at the time of booking. For recurring cleaning services, each visit is subject to these terms unless a separate written schedule applies. We may refuse or cancel a booking if it would be unsafe, unlawful, or impractical to proceed.

If the service requires specific equipment, specialist materials, parking arrangements, keys, alarm access, or entry instructions, you must provide these in advance. Where our staff cannot gain access at the agreed time due to the absence of a keyholder, incorrect access details, or failure to unlock the premises, the visit may be treated as a late cancellation and charged accordingly. You are responsible for ensuring that the property is ready for cleaning, unless we have agreed in writing to move furniture, remove items, or carry out preparatory work.

Prices, Payments, and Charges

Prices may be provided as hourly rates, fixed quotations, or estimated charges depending on the nature of the work. Any estimate given before an inspection is based on the information supplied by you and may change if the actual condition of the property differs from what was described. A quote remains valid for the period stated in the quotation, or, if no period is stated, for a reasonable time. Additional charges may apply where the work exceeds the agreed scope, the property condition is materially different, or extra time is required because of delays outside our control.

Payment terms will be confirmed at booking. Unless otherwise agreed in writing, payment is due on completion of the service or within the timeframe stated on the invoice. We may require a deposit for larger, repeat, or specialist jobs, and deposits may be non-refundable where costs have already been incurred in relation to your booking. Accepted payment methods may include bank transfer, card payment, or other permitted means. Cash payments, if accepted, must be made in full at the time agreed.

Late or failed payments may result in suspension of future services, recovery action, or the charging of reasonable costs incurred in seeking payment. If a payment is reversed, disputed without valid reason, or returned unpaid, you remain liable for the outstanding amount and any associated bank or administrative fees. Cleaners in Bromley may also charge interest on overdue sums where permitted by law. We reserve the right to withhold future appointments until all outstanding balances are cleared.

Cancellations, Rescheduling, and Access

You may cancel or reschedule a booking by giving us notice in advance. The amount of notice required may vary depending on the type of service, the size of the appointment, and whether staff, travel time, or supplies have already been allocated. Where cancellation is made at short notice, a cancellation fee may apply to cover lost time, staffing commitments, and costs already incurred. This may include cases where the customer is unavailable, the property is inaccessible, or the booking is otherwise unable to proceed because of the customer’s actions or omissions.

We may also need to reschedule due to staff illness, severe weather, vehicle failure, safety concerns, or other circumstances beyond our reasonable control. In such cases, we will make reasonable efforts to offer an alternative appointment. We are not liable for delays or missed appointments caused by events outside our control, though we will act fairly and communicate as soon as practicable. If a recurring cleaning arrangement is cancelled, the notice period for ending the service will be as stated in the service agreement or, if none is stated, a reasonable period.

Access must be provided at the agreed time. If entry is delayed because of incorrect instructions, locked premises, unavailable keys, or any other access issue caused by the customer, we may shorten the service, charge for waiting time, or treat the booking as cancelled. Where our team is asked to collect keys, manage building access, or use a security code, you must ensure that the information is correct and that any permissions are in place. We will not be responsible for delays arising from access restrictions outside our control.

Service Standards and Customer Responsibilities

We will carry out services with reasonable care and skill, using suitable methods and materials for the agreed task. However, the exact result may depend on factors such as the age of surfaces, existing wear, staining, previous maintenance, and the condition of the property when we arrive. Some marks, odours, limescale, ingrained dirt, or damage may not be fully removable without specialist treatment. Any expectation of deep cleaning, stain removal, or restoration must be discussed in advance and, where necessary, agreed as a separate service.

You are responsible for removing valuables, confidential documents, fragile items, and any items you do not want our staff to handle. You must also ensure that the property is safe for cleaning, with hazards reasonably disclosed in advance. This includes broken glass, loose wiring, pest infestations, bodily fluids, unsafe flooring, aggressive animals, or any other risk that could affect the safety of our team. We may refuse to clean or may stop work if conditions are unsafe or unsuitable. In such circumstances, charges may still apply for time spent attending the property.

If you request the use of your own cleaning products or equipment, you do so at your own risk unless we have agreed otherwise. We are not liable for damage caused by defective, unsuitable, or incorrectly labelled products supplied by the customer. Where we provide our own materials, we will use them in a reasonable and professional manner, but we do not guarantee that every material will be suitable for every surface. You should inform us of any allergies, sensitivities, or special handling requirements before work begins.

Liability and Limitation of Responsibility

We accept liability for loss or damage caused directly by our negligence or breach of these terms, subject to the limitations set out below and any rights you have under law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded. Where we are responsible for proven damage to property, we may, at our option, repair, replace, or compensate up to the value of the affected item, taking account of fair wear and tear, age, and prior condition.

We are not liable for pre-existing damage, hidden defects, unsuitable installation, structural weakness, or deterioration that becomes apparent during cleaning. Nor are we responsible for losses caused by inaccurate information, failure to disclose hazards, failure to secure the property, or the presence of items that should have been removed beforehand. To the fullest extent permitted by law, we shall not be liable for indirect or consequential losses, including loss of profit, business interruption, loss of opportunity, or emotional distress arising from the service.

If you believe damage has occurred, you must notify us as soon as reasonably possible and, where practicable, before any affected item is moved, repaired, or discarded. We may ask for photographs, proof of value, or access to inspect the issue. Failure to preserve evidence may affect any claim. Any claim must be made within a reasonable time after the relevant service and in any event no later than the period required by law. Our total liability for any one claim, except where prohibited by law, will not exceed the total amount paid for the specific service giving rise to the claim.

Waste Regulations, Disposal, and Environmental Compliance

All waste removal associated with cleaning services must be handled in accordance with applicable UK waste laws and local environmental requirements. Unless explicitly agreed in writing, our services do not include the removal of bulky waste, hazardous waste, clinical waste, electrical waste, or controlled waste streams requiring specialist collection. Any waste generated during the cleaning process remains the responsibility of the customer unless we have agreed a disposal service in advance and the necessary lawful arrangements are in place.

We may place collected waste into your bins, segregated waste areas, or another lawful receptacle only where appropriate and permitted. You must inform us of any recycling rules, disposal restrictions, or site-specific requirements before the service begins. If a property contains materials that may be hazardous, contaminated, or subject to regulation, you must disclose this in advance. We may refuse to handle such materials and may terminate the service if undeclared hazardous waste is discovered. Any extra cost arising from lawful disposal requirements may be added to the invoice where pre-agreed or reasonably necessary.

We will make reasonable efforts to minimise waste and use cleaning products responsibly. Where possible, we aim to avoid unnecessary single-use materials and to dispose of packaging, used cloths, and disposable items in a lawful manner. Customers should note that they remain responsible for any waste ownership, storage obligations, and final disposal duties unless we have expressly taken on those obligations in writing. Cleaners Bromley supports responsible handling of waste and expects customers to comply with all relevant regulations and site rules.

Complaints, Force Majeure, and General Legal Terms

If you are dissatisfied with any aspect of the service, you should raise the matter promptly so it can be reviewed and, where appropriate, corrected. We may request relevant details, photographs, or access to the property in order to investigate. Complaints that are not raised in a reasonable period may be harder to assess and may limit our ability to offer a remedy. Any remedy offered, if appropriate, may include a return visit, partial refund, or other fair resolution at our discretion and in line with legal obligations.

We shall not be liable for failure or delay in performing our obligations where such failure arises from events beyond our reasonable control, including but not limited to severe weather, fire, flood, industrial action, public health restrictions, transport disruption, utility failure, or acts of third parties. If such an event occurs, we will try to resume the service as soon as reasonably possible, but our obligations will be suspended for the duration of the event to the extent affected.

These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law requires otherwise. If any provision is interpreted by a court or competent authority, that interpretation will not affect the validity of the remaining provisions. By booking with Cleaners Bromley, you confirm that you have read, understood, and agreed to these Terms and Conditions in full.