Terms and Conditions for Roehampton Cleaner

These Terms and Conditions set out the basis on which Roehampton Cleaner provides domestic and commercial cleaning services in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service, as they explain how bookings are made, how payments work, when cancellations may apply, what liability is accepted or excluded, how waste must be handled, and which laws govern the agreement.

In these terms, references to “we”, “us” and “our” mean the cleaning service provider, and references to “you” or “the customer” mean the person or business booking the service. The agreement applies to all standard cleaning, deep cleaning, end-of-tenancy cleaning, upholstery cleaning, and any other cleaning service offered under the name Roehampton Cleaner, unless a separate written contract states otherwise.

Nothing in these terms affects your statutory rights as a consumer where applicable. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force. The headings are provided for convenience only and do not alter the meaning of the clauses.

1. Booking Process

Bookings may be made by request through the usual booking channels offered by the business. A booking is not confirmed until we have reviewed availability, accepted the requested service, and issued a confirmation. We may decline a booking at our discretion where we cannot safely or reasonably provide the service, where access is unsuitable, or where the requested work falls outside our service scope.

When making a booking, you must provide accurate information, including the property type, approximate size, service type, condition of the premises, relevant access details, and any known hazards. If the information supplied is incomplete or misleading, we may revise the price, amend the schedule, or cancel the booking. The customer is responsible for ensuring that the service description matches the actual work required.

2. Appointment Arrangements

Unless otherwise agreed, arrival times are provided as estimated windows rather than exact times. We will use reasonable efforts to attend within the stated period, but delays may occur due to traffic, prior jobs, weather, or unforeseen operational issues. A delay does not automatically entitle the customer to compensation, although we will communicate significant changes where practical.

The customer must ensure that the premises are accessible on the scheduled date and time. This includes arranging entry permissions, providing keys or codes if necessary, and making sure utilities such as water and electricity are available where required for the cleaning task. If access is denied or the property is not ready for cleaning, the appointment may be treated as a late cancellation or a wasted visit.

We may refuse to clean any area that is unsafe, contaminated, structurally unstable, or otherwise unsuitable for work. If an item, surface, or area requires specialist treatment outside the agreed service, we may either leave it untouched or offer to amend the service on a separate basis.

3. Pricing and Payments

The price will normally be based on the type of cleaning, estimated duration, size of the property, and any additional requirements disclosed before booking. Where a fixed price is agreed, it will apply only to the service as described. If the property condition or workload is materially different from what was disclosed, we may charge extra or modify the service quotation.

Payment terms may vary depending on the service, but payment is usually due on completion unless prepayment or a deposit has been agreed. We reserve the right to request full or partial advance payment for certain bookings, including larger jobs, recurring appointments, or services involving significant preparation. Prices are shown in pounds sterling unless stated otherwise.

If payment is not received when due, we may suspend further work, cancel future appointments, charge reasonable recovery costs permitted by law, and/or recover sums through lawful collection processes. Any bank charges, returned payment fees, or administrative costs arising from failed transactions may be passed on to the customer where permitted.

4. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking, but we ask for reasonable notice. If notice is given sufficiently in advance, no cancellation fee may apply. However, cancellations made too close to the appointment time may incur a charge to cover reserved staff time, travel, and lost business. The exact fee may depend on the type and size of the job.

If we have already dispatched staff and the appointment is then cancelled, refused, or made impossible by lack of access, we may charge for the wasted visit. If a property is not ready, cluttered beyond the agreed scope, or presents conditions that prevent reasonable completion of the service, we may leave and treat the booking as cancelled by the customer.

We may also cancel or reschedule where necessary due to staff illness, equipment failure, safety concerns, severe weather, or other matters beyond our control. In such cases, we will use reasonable efforts to rearrange the service for another time. We are not responsible for indirect losses caused by a cancellation or delay, except where liability cannot legally be excluded.

5. Customer Responsibilities

The customer must remove or secure items of value, fragile goods, cash, jewellery, documents, and sensitive materials before the service begins. Although our team will work carefully, we are not responsible for losses arising from items left accessible during cleaning unless caused by our proven negligence. The customer should also inform us of any special materials, delicate finishes, pets, alarms, or security arrangements.

Where the service requires movement of light furniture or access to hidden surfaces, the customer must advise us in advance if such movement is restricted or if there are health and safety concerns. We are not required to move heavy, fixed, or hazardous objects. Any assistance provided outside the standard scope is done at the customer’s risk unless expressly agreed in writing.

The customer must ensure that the property is in a condition that allows safe cleaning. This includes addressing any serious biohazards, infestations, mould beyond ordinary domestic levels, broken glass, exposed wiring, or other dangerous circumstances. If such matters are found during the visit, we may stop work immediately and charge for time already spent, subject to the limits of applicable law.

6. Service Standards and Limitations

We will provide the service with reasonable care and skill in line with normal industry practice. However, cleaning results can vary depending on the age, condition, and material of surfaces and items being cleaned. Stains, marks, odours, limescale, mould, paint, grout discolouration, or wear may not always be fully removable.

Any estimated completion time is approximate and may change based on the actual condition found on arrival. If additional time is needed to complete the agreed tasks, we may offer an extension at an additional charge or carry out only the most important parts of the service within the booked time. No promise is made that every stain or defect can be eliminated.

We do not provide building repair, plumbing, electrical, pest control, or specialist remediation services unless expressly stated. Cleaning products and equipment may vary according to suitability for the task, and we may decline to use a product requested by the customer if we consider it unsafe or inappropriate.

7. Liability and Insurance

We accept liability for loss or damage caused by our proven negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our liability is limited to the total amount paid or payable for the relevant service, unless a greater amount is required by law. This limitation applies to contract, tort, and any other legal basis to the extent permitted.

We are not liable for pre-existing damage, poor structural condition, defects in materials, hidden faults, wear and tear, or damage caused by items not reasonably suitable for cleaning. We are also not liable for any loss of profit, loss of opportunity, business interruption, or indirect or consequential loss arising from the service.

Where damage is alleged, you must notify us as soon as reasonably practicable and provide photographs, details, and any relevant information so the matter can be assessed. You must allow us a reasonable opportunity to inspect and, where appropriate, remedy the issue. Failure to notify us promptly may affect our ability to investigate and respond.

8. Waste, Disposal, and Environmental Compliance

All waste handling will be carried out in accordance with applicable UK environmental and waste regulations. We may remove general waste generated directly by the cleaning service only where this is expressly included in the booking or where it is reasonably incidental to the work. Otherwise, the customer remains responsible for arranging disposal of household, commercial, bulky, or specialist waste.

The customer must disclose any waste that could be hazardous, contaminated, clinical, sharp, chemical, or otherwise regulated. We do not remove controlled waste unless agreed in advance and legally permitted. If we encounter items that require specialist collection, licensed disposal, or separate handling, we may leave them untouched or advise that a specialist contractor is required.

Any materials removed from the property and disposed of by us will be handled lawfully and in an environmentally responsible manner where practical. The customer must not ask us to transport or discard items in a way that would breach waste laws, fly-tipping rules, or environmental obligations. We reserve the right to refuse any disposal request that appears unlawful or unsafe.

9. Access, Keys, and Security

If keys, alarm codes, or access cards are provided, we will take reasonable care with them and use them only for the agreed service. The customer must ensure any keyholder arrangements are accurate and safe. We are not responsible for delays caused by faulty locks, missing codes, incorrect instructions, or third-party access issues outside our control.

Where we hold keys, they will be stored reasonably securely. However, the customer remains responsible for changing access details if there is a security concern arising from circumstances unrelated to our breach. We may decline to accept or retain keys where doing so would be impractical or unsafe.

Our team may refuse entry to any person present at the premises if there is a reasonable safety concern, abuse, intimidation, or interference with the work. In such circumstances, the appointment may be paused or ended, and fees may still be payable for work already undertaken.

10. Complaints and Rectification

If you are unhappy with the service, you should notify us promptly and provide a clear explanation of the issue. We may ask for photographs or a revisit opportunity so the matter can be reviewed. Where a complaint is justified and the issue is capable of being corrected, we may offer a re-clean or other appropriate remedy at our discretion, subject to the law.

A complaint does not entitle the customer to withhold payment for undisputed parts of the service unless required by law or agreed in writing. Any remedy provided will be proportionate to the issue identified. We will not be responsible for dissatisfaction arising from expectations that were not included in the agreed service or from changes in the property condition after completion.

If a customer behaves abusively, threatens staff, or repeatedly submits unreasonable claims without evidence, we may refuse further services. We aim to resolve matters fairly and professionally, but we are not obliged to continue an appointment where staff welfare, safety, or dignity is at risk.

11. Force Majeure

We are not liable for failure or delay in performing our obligations where the failure is caused by events beyond our reasonable control. This includes, but is not limited to, extreme weather, fire, flood, public transport disruption, road closures, industrial action, pandemics, government restrictions, utility outages, or emergency incidents. In such cases, we may reschedule or cancel without liability for indirect loss.

12. Data and Privacy

Any personal information supplied for the purpose of making and managing a booking will be used only for legitimate business operations, including scheduling, invoicing, safety, and customer administration. We will take reasonable steps to protect personal data and will handle it in accordance with applicable UK data protection law. Full privacy details may be provided separately where required.

13. Amendments to These Terms

We may update or revise these Terms and Conditions from time to time. The version in force at the time of booking will usually apply to that booking unless a later version is expressly agreed. Continued use of our services after changes take effect may be treated as acceptance of the updated terms.

14. Governing Law and Jurisdiction

These Terms and Conditions, 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 requires otherwise.

15. General Provisions

If we choose not to enforce any right or provision at any time, that does not mean we have waived that right for the future. No third party may enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated. These terms represent the entire agreement between the customer and Roehampton Cleaner regarding the relevant service, unless a written variation is agreed by both sides.