Cleaner Bermondsey Terms and Conditions

These terms and conditions set out the basis on which Cleaner Bermondsey provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, or permitting our operatives to carry out work, you agree to be bound by these terms. Please read them carefully before placing a request for a cleaning service, as they explain how bookings are accepted, when payment is due, how cancellations work, and what responsibilities apply to both parties.

In these terms, the words “we”, “us”, and “our” refer to Cleaner Bermondsey, and “you” or “the customer” refer to the person, business, or organisation requesting the service. These terms apply to all standard and specialist cleaning work unless we agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

We reserve the right to update these terms from time to time to reflect changes in our operations, legal obligations, or service structure. Any revised version will apply to new bookings made after the update takes effect. The version in force at the time you place a booking will normally govern that booking unless a different arrangement has been expressly agreed.

Booking process

A booking with Cleaner Bermondsey may be requested by phone, email, online form, or other communication method we make available. A request does not become a confirmed booking until we have accepted it. We may need to obtain details such as the type of property, service required, preferred date and time, access arrangements, parking considerations, any special instructions, and information about the condition of the premises. The accuracy of the information you provide is important because it affects the time, labour, equipment, and materials needed.

We may offer an estimated time slot, fixed-price quote, or hourly service depending on the nature of the work. Any quotation is based on the information supplied at the time of enquiry and assumes ordinary cleaning conditions. If the property condition, scope of work, or access details differ materially from what was described, we may revise the price, adjust the service plan, or decline the booking. We are not obliged to begin work until any applicable deposit or advance payment has been received.

Once we accept a booking, we will confirm the agreed service, date, and any key conditions by message, email, or other written means. You are responsible for ensuring that the appointment details are correct. If you need to change the booking, you must notify us as soon as reasonably possible. We will do our best to accommodate changes, but availability cannot be guaranteed. Arrival times are estimates and may vary because of traffic, weather, job overruns, or other operational factors.

Payments and charges

Payment terms will be stated during the booking process or in the service confirmation. Unless otherwise agreed, charges become due on completion of the work or in advance where a deposit or prepayment is required. We may accept payment by bank transfer, card, cash, or other approved method. Where an invoice is issued, it must be settled by the due date shown on that invoice. Failure to pay on time may result in suspension of services, debt recovery action, or additional charges to cover reasonable recovery costs where permitted by law.

All prices are quoted in pounds sterling and may be subject to VAT where applicable. Any quoted amount may exclude additional costs arising from factors not reasonably foreseeable at the time of booking, such as excessive waste removal, specialist equipment, unusually heavy soiling, blocked access, infestation-related cleaning, or additional labour requested by the customer during the visit. If extra charges become necessary, we will normally discuss them before continuing, but where immediate action is needed to complete the service or protect property, you authorise us to proceed reasonably.

If a payment is returned, reversed, declined, or otherwise fails, you remain liable for the full outstanding balance and any associated bank or administrative fees we reasonably incur. Discounts, promotional prices, or special offers are valid only for the terms stated at the time of issue and may be withdrawn at any point before a booking is confirmed. Cleaner Bermondsey is entitled to retain any deposit paid where cancellation fees, late changes, or wasted attendance charges apply under these terms.

Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving notice within a reasonable time. Unless a different cancellation policy has been stated for a specific service, charges may apply where cancellation occurs too close to the appointment time or where our team has already been dispatched. If a cancellation is made after we have incurred direct costs, such as reserved labour time, parking, travel, or materials purchased specifically for your job, we may charge those costs to you to the extent permitted by law.

Where access is not provided, the premises are locked, key collection fails, the property is unsafe, or the customer or an authorised representative is absent when required, we may treat the appointment as a missed booking. In those circumstances, a call-out fee, wasted journey charge, or full service charge may apply depending on the extent of loss incurred. If we are delayed or unable to attend because of circumstances beyond our reasonable control, we will contact you as soon as practicable to rearrange the appointment or offer another appropriate solution.

We may also cancel or suspend a booking if we believe the premises present a health and safety risk, if the work requested is unlawful or outside our scope, if equipment or utilities are unavailable, or if the customer has not paid any required deposit or outstanding balance. If we cancel without fault on your part, we will refund any advance payment received for the unperformed portion of the service, unless we have already provided part of the work or incurred non-recoverable costs that were clearly disclosed.

Service standards and customer responsibilities

We will use reasonable care and skill in providing cleaning services. Our teams are expected to work professionally and to treat the property and contents with respect. However, the outcome of a cleaning task depends on the condition of surfaces, previous maintenance, age of materials, and the suitability of existing finishes. Some marks, stains, odours, limescale, ingrained dirt, or wear may not be fully removable despite reasonable efforts. We do not guarantee the restoration of damaged, deteriorated, or defective items.

You must ensure that the premises are safe and accessible and that any hazards are disclosed before work begins. This includes, where relevant, fragile items, loose fittings, exposed wiring, slippery surfaces, chemicals, pet risks, security systems, parking restrictions, and any contents that require special handling. Unless agreed otherwise, you are responsible for securing valuables, confidential documents, and items of particular sentimental or financial value. We may decline to handle such items if we consider it appropriate to do so.

You agree to provide adequate water, electricity, lighting, and any other utilities reasonably required to complete the service. If the absence or failure of utilities prevents completion, we may charge for time spent attending the property. You must also ensure that pets are safely managed and that minors are supervised. If we are asked to use customer-supplied products or equipment, you accept responsibility for their suitability, safety, and instructions, unless we have expressly advised otherwise in writing.

Liability and limitations

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, Cleaner Bermondsey shall not be liable for indirect, consequential, or special losses, including loss of profit, loss of business, loss of goodwill, or loss arising from third-party actions, except where such loss is directly caused by our breach and is a foreseeable result of that breach.

Our total liability for any claim arising from a particular booking, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the specific service in question, unless a greater amount is required by law. We are not responsible for pre-existing damage, concealed defects, ordinary wear and tear, poor maintenance, or damage caused by faulty fixtures, unstable furniture, non-compliant fittings, or unsuitable cleaning instructions provided by the customer. Where valuable or delicate items are involved, we may require special written instructions or may refuse to clean them.

If any complaint arises, you should notify us within a reasonable time after the service is completed and provide details of the issue. We may request photographs, access for inspection, or an opportunity to return and put matters right. Where it is appropriate and reasonable, we may choose to re-perform the service, offer a partial refund, or agree another remedy. Your rights as a consumer are not affected by these terms. Nothing here is intended to remove or reduce the protections available under the Consumer Rights Act 2015 or other applicable legislation.

Waste handling and regulations

Cleaner Bermondsey will handle waste in accordance with applicable UK waste regulations and environmental obligations. We will only remove waste or cleaning debris if this has been agreed in advance and if the waste is of a type we are legally and operationally able to handle. The customer must disclose any hazardous, clinical, sharp, corrosive, biological, or restricted waste before the booking is accepted. We may refuse to deal with waste that requires specialist licensing, packaging, transport, or disposal methods beyond our authorised scope.

Where waste removal is included, we will segregate and dispose of materials responsibly and in line with relevant disposal rules. This may include ordinary household waste, packaging, and non-hazardous cleaning residues. You remain responsible for ensuring that the waste presented for removal is lawful and that it does not contain prohibited materials. If undisclosed hazardous waste is discovered during the appointment, we may stop work, leave the waste in place, and charge for time spent attending and assessing the situation. Any additional disposal costs will be passed on where permitted.

The customer must not ask us to transport waste that is illegally dumped, improperly bagged, contaminated beyond normal cleaning residue, or otherwise unsuitable for collection. We may require you to make separate arrangements for certain materials, including electrical items, chemicals, sharps, asbestos-related waste, or large quantities of construction debris. Where a service involves post-works or end-of-tenancy clearing, it is your duty to make accurate declarations about the nature and volume of waste so that the correct service can be planned.

Property, access, and equipment

You are responsible for obtaining any permissions needed for us to enter and work at the property. This includes landlord approval, managing-agent consent, building access arrangements, or parking permissions where relevant. If access requires keys, codes, fobs, or entry assistance, you must provide those safely and accurately. Any keys or access items entrusted to us will be handled with reasonable care, but we are not liable for delays caused by incorrect access information supplied by the customer.

Unless agreed otherwise, we supply standard cleaning equipment and products suitable for the booked service. If we use specialist materials or machinery, this may affect the price. We may refuse to use products that are unsafe, expired, unlabeled, or unsuitable for the task. Where you request eco-friendly, fragrance-free, pet-safe, or other specific products, you must tell us before the booking so we can confirm whether those requirements can be met. We do not warrant that any particular product will achieve a specific result on every surface.

Any items that are moved during the service will be returned to a reasonable position, but we are not responsible for arranging personal belongings in a particular order unless that has been expressly agreed as part of the work. If our team discovers damage, defects, or potential hazards while cleaning, we may suspend the relevant task and advise you of the issue. We will not be liable for any loss arising from our reasonable decision to avoid an unsafe or unsuitable area.

Complaints, disputes, and changes to service

We aim to provide a consistent and professional service, and we welcome prompt notification if anything has not been handled correctly. Complaints should be made as soon as possible after the issue is noticed, with sufficient detail to allow investigation. If a revisit is reasonable, we may offer one at no extra charge to address a specific problem. However, a revisit is not a substitute for legal rights, nor does it imply an admission of liability beyond what is necessary to resolve the matter fairly.

We may make reasonable changes to the scope of a service if the customer requests additional tasks on the day, if the original description proves inaccurate, or if the work must be adapted for safety reasons. Any change that affects timing or cost will normally be discussed before proceeding. If the customer asks us to complete work outside our usual scope, we may accept, decline, or provide a separate quote. No worker is authorised to make binding promises inconsistent with these terms unless confirmed in writing by an authorised representative.

We may suspend or terminate a booking, and in serious cases withdraw future services, if a customer behaves abusively, unlawfully, or in a way that creates risk to staff, property, or operations. Examples include threats, harassment, unsafe conditions, refusal to pay, repeated late cancellations, or material misrepresentation. In such cases, any refund or payment due will be assessed fairly after deducting reasonable costs already incurred and taking account of the work, if any, that has been carried out.

Governing law

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If you are acting as a consumer, you may also benefit from mandatory rights and remedies under applicable UK consumer protection legislation.

Nothing in these terms is intended to override statutory rights, including rights relating to service quality, reasonable care and skill, fairness of contract terms, and proper handling of deposits or prepayments. If any part of these terms conflicts with applicable law, that part will be interpreted to reflect the closest lawful meaning, and the rest will remain valid. These terms form the entire agreement between the parties in relation to the booked service unless varied in writing.

By choosing Cleaner Bermondsey, you confirm that you have read, understood, and accepted these service terms and conditions. You also confirm that any person acting on your behalf has authority to agree to them. If you do not agree with any part of these terms, you should not proceed with a booking. These terms are designed to ensure a clear and fair relationship between customer and service provider for every cleaning appointment carried out under this agreement.