Cleaners Westminster Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners Westminster provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms, which are designed to make the service clear, fair and straightforward for both parties. The wording below applies to one-off appointments, recurring cleaning arrangements, deep cleans, end-of-tenancy cleans and any other standard cleaning service offered under the Westminster cleaners name.

For the purposes of these terms, “we”, “us” and “our” refer to the cleaning service provider, and “you” or “the customer” refers to the person or business booking the service. These terms apply to all customers unless a separate written agreement states otherwise. Any variation must be confirmed in writing and should not be assumed from verbal discussions, messages or informal arrangements. If a specific service includes extra requirements, those requirements may be added to the booking confirmation and will form part of the contract.

We aim to deliver a professional, reliable and respectful service. However, cleaning outcomes may vary depending on the condition of the property, the materials present, the time booked and the access provided. A Westminster cleaning service is not a repair service, a renovation service or a specialist restoration service unless expressly agreed. Cleaning may improve appearance and hygiene, but it cannot always remove every stain, mark, odour or defect. The customer accepts that some surfaces or materials may be delicate, old, porous or previously damaged.

Booking Process

Bookings may be made by telephone, email, online enquiry or any other booking method we make available. When a request is submitted, we may ask for property details, the type of cleaning required, preferred dates, access information, parking or entry restrictions and any special instructions. A booking is not confirmed until we have accepted the request and sent confirmation. The confirmation may include the date, estimated duration, pricing basis, service scope, and any assumptions used to calculate the quote.

Customers must provide accurate and complete information at the time of booking. This includes the size and condition of the property, the presence of pets, the availability of running water and electricity, and whether any areas require particular care. If inaccurate information is supplied, we may revise the quote, alter the duration, assign different cleaning staff or cancel the appointment if the service cannot reasonably be delivered as booked. Any cleaning company Westminster quote is based on the information available at the time and may be subject to change if the actual conditions differ materially.

We reserve the right to decline a booking where the requested service is outside our normal scope, where the premises present health and safety concerns, or where we are unable to provide a suitable appointment. We may also refuse or reschedule a booking if access cannot be arranged, if there are unresolved payment issues, or if the customer has previously breached these terms. Bookings made on behalf of landlords, managing agents, tenants or businesses remain the responsibility of the person who placed the booking unless otherwise agreed.

If an appointment is booked for a specific time, we will aim to arrive within the agreed window. However, traffic, weather, staff availability and operational issues may affect arrival times. Reasonable delays do not amount to a breach of contract. Where a delay becomes significant, we will try to notify the customer and provide an updated arrival estimate. If the customer needs a fixed attendance time for a particular reason, this must be agreed in advance and may involve an additional charge.

For recurring services, the customer agrees that access arrangements remain in place for each scheduled visit unless notified otherwise. If we are unable to enter the property because a key, code or other access method is unavailable or incorrect, the visit may still be chargeable. We may take photographs for operational records, quality control or issue resolution, but we will do so in accordance with applicable data protection laws and only where reasonably necessary for service delivery.

Pricing and Payments

All prices are quoted in pounds sterling unless stated otherwise. Prices may be based on hourly rates, fixed fees, property size, task list or a combination of these methods. Unless a quotation specifically says otherwise, estimates are provided on the assumption that the property is in a reasonably standard condition and can be cleaned within the time allocated. If additional work is requested during the appointment, extra charges may apply. This includes, for example, cleaning beyond the original scope, removing heavy build-up, or dealing with unusually soiled areas.

Payment terms will be stated in the booking confirmation, invoice or quotation. In many cases, payment is required in advance, on the day of service, or immediately after completion. We may accept bank transfer, card payment or another agreed method. The customer is responsible for ensuring that payment is made in full and on time. Late payment may lead to cancellation of future appointments, suspension of services or recovery action where necessary. Any charges incurred in recovering overdue sums may be added to the amount due, to the extent permitted by law.

Discounts, promotional rates and special offers are offered at our discretion and may be withdrawn or amended at any time. Unless expressly stated, discounts cannot be combined. If a quote was issued in error because of incorrect information supplied by the customer, we may correct the price before the service begins. If the customer disputes an invoice, they must notify us promptly and provide reasonable details of the issue. Payment of undisputed sums must still be made by the due date.

Cancellations, Changes and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation period is stated in the booking terms, appointments cancelled with less than 24 hours’ notice may be subject to a charge, particularly where staff have already been allocated and travel arrangements made. For larger or specialist bookings, a longer notice period may apply and will be confirmed in advance. Cancellation charges reflect the loss of reserved time, staff scheduling and administrative costs.

We may cancel or reschedule an appointment where circumstances beyond our control make it impossible or impractical to attend. These circumstances may include severe weather, illness, accidents, transport disruption, equipment failure, security concerns or unsafe conditions at the property. In such cases, we will make reasonable efforts to offer an alternative appointment. Where a pre-paid service is cancelled by us and not rescheduled, any payment for the cancelled portion will normally be refunded or credited, unless the cancellation arose from the customer’s breach of these terms.

If the customer is not present when attendance is required, or if access is denied or delayed, the booking may be treated as a missed appointment and charged in full or in part. The same applies where the premises are not ready for cleaning, required utilities are unavailable, or the customer instructs staff to leave before the service is completed. Any attempt to change the scope at the last minute may affect completion and may require a revised fee. We are not responsible for wasted visits caused by incomplete access information or incorrect entry arrangements.

Service Standards and Customer Responsibilities

We will use reasonable care and skill in carrying out the cleaning service. Our staff may bring their own equipment and materials unless otherwise agreed. If the customer asks us to use their products or equipment, they do so at their own risk unless damage is caused by our negligence. We may decline to use products we consider unsafe, unsuitable or inconsistent with proper cleaning practice. Any instruction that creates a health and safety concern may be refused without penalty.

The customer must ensure that the property is reasonably accessible and safe to clean. This includes clearing valuable, fragile or personal items from areas to be cleaned, securing pets where appropriate, and advising us of any hazards such as broken glass, loose wiring, mould, asbestos risk, aggressive animals or bodily fluid contamination. The customer remains responsible for items left in accessible areas. Where the property contains antiques, delicate finishes or expensive items, the customer should notify us in advance and, where needed, arrange special handling or exclusions.

While our team will treat the premises with care, the customer should understand that a general cleaning service is not intended to move heavy furniture, dismantle fittings, climb unsafe heights or handle dangerous materials unless this has been specifically agreed and is lawful. We may pause or stop work if we consider a task unsafe. If a service is interrupted because the customer failed to disclose a hazard, additional costs may be charged if a return visit is needed. The use of the phrase Westminster cleaner terms in booking materials or invoices does not alter these responsibilities.

Liability and Limitations

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Subject to that, we are not liable for losses that are not reasonably foreseeable, for indirect or consequential losses, or for business interruption unless expressly agreed in writing. Our total liability for any claim arising from a particular booking will normally be limited to the amount paid or payable for that booking, except where the law requires otherwise.

We are not responsible for pre-existing damage, wear and tear, structural defects, discolouration, embedded staining, poor maintenance, hidden faults or deterioration that becomes apparent during cleaning. Some materials, including natural stone, untreated wood, silk, aged fabrics and specialist coatings, may react unpredictably to cleaning methods or products even when used carefully. The customer accepts that certain stains or marks may be permanent. If the customer requires testing or a specialised treatment, this must be requested in advance and may require a separate quotation.

Claims for damage or loss must be reported as soon as reasonably practicable and, in any event, within a reasonable time after the service. The customer should provide photographs, a description of the issue and any supporting information we may reasonably request. We may inspect the affected area or item before accepting any claim. We will not be liable for items of special value unless their nature and approximate value were disclosed before the service. Customers are advised to remove cash, jewellery, documents and other valuable items from areas being cleaned.

Waste Regulations and Disposal

Any disposal, removal or handling of waste will be carried out in accordance with applicable UK waste regulations and environmental requirements. We will not remove prohibited materials, hazardous waste, sharps, medical waste, chemicals, asbestos, oils, solvents, batteries or other controlled substances unless this has been agreed in advance and can lawfully be handled by us or our authorised partners. The customer must disclose any waste that may require special treatment or separate collection.

If a service includes waste bagging, separation or moving household rubbish to a designated collection point, the customer is responsible for ensuring that the waste is lawful, non-hazardous and ready for removal. We are not a local authority waste service, and we do not guarantee disposal to landfill, recycling or any particular facility unless specifically stated. Items left for disposal remain the customer’s responsibility until collected or lawfully transferred. We may refuse to handle waste that appears unsafe, contaminated or unlawfully stored.

The customer must comply with all statutory obligations regarding waste storage, segregation and disposal. If the customer instructs us to dispose of items in a way that would breach the law, we will refuse. If any penalty, fine, cost or claim arises because the customer failed to identify regulated waste or gave misleading instructions, the customer shall be responsible for those consequences, unless the issue was caused by our own breach. Where our staff must spend additional time sorting, transporting or isolating waste due to undisclosed conditions, extra charges may apply.

Complaints, Access and Termination

We want to resolve issues fairly and quickly. If the customer believes the service has not been delivered in line with these terms, they should notify us promptly and provide the relevant details. We may ask for photographs or other evidence. If a complaint is upheld, our remedy may include a re-clean, partial refund or another reasonable solution depending on the circumstances. A complaint does not automatically excuse payment for work properly completed. The customer must allow a reasonable opportunity for us to inspect and address the issue before arranging third-party correction.

We may suspend or terminate services immediately if the customer behaves abusively, fails to pay, provides false information, creates an unsafe working environment or otherwise materially breaches these terms. We may also terminate ongoing arrangements on reasonable notice if we decide to withdraw from a property or service type for operational reasons. If termination occurs because the customer has breached the agreement, any outstanding sums become due immediately. Any access devices, keys or codes supplied to us will be handled responsibly and returned or deleted when no longer needed, subject to operational requirements and applicable law.

These terms may be updated from time to time to reflect changes in our operations, legal obligations or service standards. The version in force at the time of booking will generally apply to that booking, unless a later update is required by law. Customers are responsible for reviewing the terms that apply to their appointment. If any part of these terms is held unenforceable, the remainder will continue in effect. No failure or delay in enforcing a right shall amount to a waiver of that right.

Governing Law

These terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, claim or matter arising under or in connection with these terms, except where mandatory consumer law provides otherwise. The agreement is intended to operate as a clear legal page for a Westminster cleaning company while remaining broadly applicable across the UK.

Nothing in these terms affects any rights you may have as a consumer under applicable law. If you are booking on behalf of a business, you confirm that you have authority to bind that business to these terms. If any clause is inconsistent with mandatory legislation, that clause shall be interpreted to the minimum extent necessary to comply with the law, and the rest of the agreement shall remain valid and enforceable.