Terms and Conditions for Collierswood Cleaner

These Terms and Conditions set out the basis on which Collierswood Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to commence work, the customer agrees to these terms. They are designed to make the service clear, fair, and predictable for both sides. In these terms, references to "we", "us", and "our" mean Collierswood Cleaner, and references to "you" and "your" mean the customer or person requesting the service.

These terms apply to all standard and one-off cleaning bookings, including recurring visits, end of tenancy cleaning, spring cleaning, office cleaning, after-build cleaning, and other related cleaning services unless a separate written agreement says otherwise. Please read them carefully before confirming any cleaning appointment. If any part of these terms is found to be unlawful or unenforceable, the remaining parts will continue to apply.

We aim to deliver a professional cleaning service with reasonable care and skill, but the exact result depends on the condition of the property, the access provided, the agreed scope of work, and whether suitable products and equipment can be used safely. Nothing in these terms removes or limits any rights you may have under UK consumer law where such rights cannot be excluded.

1. Booking Process

A booking with Collierswood Cleaner is only confirmed once we have accepted your request and, where required, received any deposit or advance payment. A request for cleaning is not, by itself, a binding acceptance. We may decline a booking if we are unable to offer the requested date, if the service falls outside our available scope, or if the property conditions present a health, safety, or operational issue.

When you make a booking, you must provide accurate information about the property, the type of cleaning required, the approximate size of the premises, access arrangements, parking restrictions if relevant, pets, and any particular areas of concern. If the information provided is incomplete or inaccurate, we may revise the quote, alter the schedule, or, in serious cases, cancel the booking. A quotation is based on the details given at the time and may change if the actual work differs from what was described.

We may offer a fixed-price clean, an hourly cleaning arrangement, or a bespoke service price. For recurring cleaning services, the schedule, frequency, and scope of each visit may be agreed in advance and updated from time to time by mutual consent. You are responsible for ensuring that the person making the booking has authority to do so on your behalf.

2. Service Scope and Customer Responsibilities

Our services generally include the agreed cleaning tasks only. Unless expressly included in the booking, we do not provide repair work, electrical work, plumbing work, pest control, moving heavy furniture, or hazardous waste removal. Any task not listed in the agreed scope may be refused by our team if it is outside the service, unsafe, or likely to cause damage.

You must ensure that the premises are reasonably accessible at the agreed time and that our staff can work safely. This includes providing entry instructions, unlocking relevant areas, and ensuring any alarms, security systems, or building restrictions are dealt with in advance. If access is delayed or impossible, the booking may still be charged, especially where staff have attended the property and could not start work because of matters outside our control.

Before the visit, you should remove or secure valuables, cash, jewellery, fragile items, sensitive documents, and other items you do not wish to be handled. We will take reasonable care while cleaning, but we are not responsible for items that are left out in exposed positions or for pre-existing damage. If there are surfaces or materials that require special treatment, such as untreated wood, delicate stone, antiques, or non-water-safe electrical equipment, you must tell us before the appointment.

You agree to provide a safe working environment. This means ensuring there are no concealed dangers, exposed wiring, aggressive animals, unsafe floors, or unlawful substances on the premises. If our team believes the environment is unsafe, they may suspend or stop work immediately.

3. Payment Terms

Payment terms will be confirmed at the time of booking. Unless otherwise agreed in writing, payment is due on completion of the service or in advance where a deposit or prepayment has been requested. We may require advance payment for first-time bookings, large projects, end of tenancy cleans, or special services. Accepted payment methods may include bank transfer, card payment, or any other method we notify you about in advance.

If a payment is not received by the due date, we reserve the right to charge interest and reasonable recovery costs in line with applicable UK law. We may also suspend future bookings until the outstanding amount is settled. Where a fixed quote is based on an assumed level of cleanliness and the property requires additional time, labour, products, or equipment, we may adjust the price accordingly after informing you.

Any discounts, promotions, or special rates are offered at our discretion and may be withdrawn or amended at any time, except where already agreed for an existing booking. Prices are normally quoted exclusive of any applicable taxes unless stated otherwise. If we issue an invoice, you must pay it within the period stated on the invoice.

4. Cancellations, Rescheduling, and Missed Appointments

We understand that plans can change, and we try to be flexible where possible. However, cancellations and rescheduling affect staffing and scheduling, so notice is required. If you need to cancel or change a booking, you should do so within the notice period stated at the time of booking. If no notice period was stated, a reasonable period will apply depending on the service type and scheduled duration.

Where insufficient notice is given, we may charge a cancellation fee, retain a deposit, or charge part or all of the booked service fee to cover lost time and planning costs. If our team arrives at the property and cannot gain access, or if the property is not ready for the service to begin, the appointment may be treated as a late cancellation or missed visit.

We may cancel or reschedule a booking if our staff become unavailable, if equipment failure makes the service impossible, if adverse weather or transport disruption creates a genuine operational issue, or if there are safety concerns. In such cases, we will try to offer an alternative appointment. We will not be responsible for indirect losses arising from a change of date, provided we act reasonably and in good faith.

5. Quality, Complaints, and Re-cleaning

We intend to perform every Collierswood Cleaner service with reasonable care and skill. If you believe an area has been missed or a task has not been completed properly, you should notify us as soon as reasonably possible after the appointment, and ideally within the time period stated for your booking type. This allows us to review the matter while the issue is still fresh.

Where a valid complaint is raised, we may offer a re-clean of the specific area or another appropriate remedy at our discretion, provided the issue falls within the original scope of the service and the property has not been materially altered since the visit. We do not guarantee the removal of permanent stains, ingrained dirt, limescale that has built up over time, mould damage, or deterioration caused by age or misuse.

Our team will not be required to repeat work that was not included in the original booking, or work that could not reasonably be completed because of lack of access, unsuitable equipment, or the condition of the property. Any complaint relating to pre-existing issues should be supported with clear details where possible.

6. Liability

We will take reasonable care when carrying out our services, but our liability is limited to losses directly caused by our negligence, breach of contract, or failure to use reasonable skill and care. We are not liable for loss of profit, loss of business, indirect loss, consequential loss, or any damage that was not reasonably foreseeable at the time of booking.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded under UK law. Where we are responsible for damage to your property, our liability will normally be limited to the cost of repair or replacement of the damaged item, taking account of age, condition, and fair wear and tear, rather than new-for-old replacement, unless the law requires otherwise.

You must notify us of any alleged loss or damage as soon as reasonably possible and in any event within a reasonable period after the service. We may ask for evidence, photographs, receipts, or other information to assess the claim. We are not responsible for damage caused by hidden defects, poor maintenance, unsuitable materials, or items that were already fragile, defective, or improperly installed.

7. Waste, Cleaning Products, and Environmental Compliance

All waste disposal must comply with applicable UK waste regulations. Unless explicitly included in the service, we do not act as a licensed waste carrier for bulky, hazardous, clinical, or regulated waste. You remain responsible for ensuring that waste is stored, handled, and removed lawfully. If we agree to remove waste as part of a cleaning job, the waste must be ordinary domestic or non-hazardous commercial waste that we are legally permitted to handle.

We may refuse to handle items such as asbestos, sharps, chemical residues, paint, oils, bodily fluids, or any material that could be dangerous or require specialist disposal. If such material is found on the premises, we may stop work immediately and charge for time already spent. You must tell us in advance if the property contains any substance or item that could pose a health, safety, or environmental risk.

We use cleaning products and equipment that we consider suitable for the work agreed. If you request a particular product, please let us know in advance, especially where there are allergies, pets, children, delicate surfaces, or environmental preferences. We may decline to use a requested product if we believe it is unsafe or unsuitable. You are responsible for informing us about any known sensitivities or surface restrictions before the service begins.

8. Insurance, Property Condition, and Customer Items

We maintain insurance cover that is appropriate to the nature of our services, but insurance does not operate as a guarantee against every possible event. We are not liable for loss or damage where you have failed to disclose relevant information, where an item is unsuitable for cleaning, or where the item is inherently fragile or already damaged.

If you ask us to clean areas containing personal belongings, appliances, ornaments, electronics, or sentimental items, you do so at your own risk unless a separate written arrangement says otherwise. We may decline to move heavy furniture, lift items that require two-person handling, or clean equipment that should only be handled by a specialist. If we agree to move lightweight items as part of the service, we will do so with reasonable care, but only where it is safe and practical to do so.

Any keys, fobs, access codes, or security details supplied to us for the purpose of service delivery will be handled responsibly and used only for that purpose. You should inform us immediately if any access arrangement changes. We are not responsible for problems caused by incorrect or outdated access instructions provided by you.

9. Termination and Suspension

We may suspend or terminate a booking, recurring service, or ongoing arrangement if you fail to pay on time, provide unsafe conditions, repeatedly change the scope of work without agreement, or otherwise breach these terms. We may also stop the service if our staff are abused, threatened, or exposed to unlawful behaviour. In such cases, you may remain liable for work already carried out or costs already incurred.

You may end a recurring arrangement by giving the notice stated in the booking agreement, or if no notice period is stated, by giving reasonable notice. Any prepaid amounts may be refunded only for services not yet performed, subject to any lawful deductions for work already completed or cancellation charges properly due.

10. Governing Law and General Provisions

These terms are governed by the laws of England and Wales, and any dispute arising from or connected with them will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer rights provide otherwise. If you are contracting as a consumer, nothing in these terms affects any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable UK legislation.

We may update these terms from time to time to reflect changes in law, service practices, or business requirements. The version in force at the time of your booking will normally apply to that booking unless a newer version is agreed in writing. If you continue to use our services after an update, you will be deemed to have accepted the updated version for future bookings.

These Terms and Conditions form the entire agreement between you and Collierswood Cleaner in relation to the relevant booking, unless a separate written contract says otherwise. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. Headings are included for convenience only and do not affect interpretation.