Cleaners Soho Terms and Conditions

These Terms and Conditions govern the supply of domestic and commercial cleaning services by Cleaners Soho and set out the basis on which bookings are accepted, services are delivered, fees are charged, and responsibilities are allocated. By making a booking or allowing services to proceed, the customer agrees to be bound by these terms. References to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the person, business, or organisation placing the booking.

These terms apply to all cleaning appointments, including one-off cleans, regular cleaning arrangements, end-of-tenancy cleaning, and specialist add-on services where agreed in advance. If any written service specification, quotation, or order confirmation differs from these terms, the written service specification will take priority only to the extent of that specific inconsistency. All other provisions remain in force. Nothing in these terms affects your statutory rights where applicable under UK law.

We reserve the right to update these terms from time to time. Any updated version will apply to future bookings after it has been published or otherwise communicated to you. It is your responsibility to review the terms before confirming a new booking. Continued use of our service after any change constitutes acceptance of the revised terms.

1. Booking Process

Bookings may be made by phone, email, online form, or other accepted booking channel. A booking is not confirmed until we have acknowledged it and, where required, received any deposit, advance payment, or written acceptance of the quotation. We may ask for key details before confirming a booking, including property type, size, access arrangements, preferred date and time, cleaning requirements, and any known hazards or special instructions.

All quotations are based on the information provided at the time of enquiry. If the actual condition, layout, size, or required scope of work differs materially from the description given, we may revise the quotation, amend the time required, or decline to proceed. This includes, for example, excessive dirt build-up, restricted access, additional rooms, or the need for extra equipment or products. A confirmed booking does not guarantee that unlisted tasks will be included unless we agree to them in writing.

You must ensure that the property is ready for the agreed service at the scheduled start time. This includes providing access, removing or securing valuables where appropriate, and advising us of any alarms, entry codes, parking restrictions, pets, fragile items, or health and safety concerns. If we cannot gain access at the appointed time, or if the property is not ready for work to begin, we may charge a call-out fee, waiting time, or cancellation charge as set out below.

2. Scope of Service

We will perform cleaning services with reasonable skill and care and in accordance with the agreed scope. Unless specifically agreed otherwise, the service is a cleaning service only and does not include repairs, restoration, deep mould treatment, pest control, specialist biohazard removal, heavy lifting of unsafe items, or any work requiring trade qualifications. We may refuse to handle items or areas that we reasonably consider unsafe, unlawful, or unsuitable for standard cleaning.

Where you request a particular product, method, or treatment, we may refuse to use it if we believe it is unsuitable for the surfaces, equipment, environment, or safety of personnel. We may substitute equivalent products or techniques where reasonably necessary. Any estimated duration is an estimate only and may vary depending on the condition of the property, level of cleaning required, and any limitations on access or utilities.

For regular service arrangements, we will endeavour to assign the same cleaner or team where operationally possible, but this cannot be guaranteed. Staff changes, scheduling changes, and temporary substitutions may occur without affecting the validity of the service. If you wish to change the frequency, duration, or scope of a recurring clean, you must give reasonable notice so that we can adjust planning and pricing accordingly.

3. Prices, Payments, and Charges

Our prices may be quoted as fixed fees, hourly rates, or a combination of both. All prices will be stated in pounds sterling unless otherwise agreed. Unless expressly stated, prices are exclusive of additional charges such as parking, congestion-related costs, specialist consumables, disposal fees, and out-of-scope labour. Any such charges will be communicated as soon as reasonably practicable.

Payment terms will be confirmed at the time of booking or on the invoice. We may require full payment in advance, a deposit, or payment immediately after completion. For business customers, unless otherwise agreed in writing, invoices are payable within the stated credit period. If payment is not received by the due date, we reserve the right to suspend future services, apply late-payment charges permitted by law, and recover reasonable costs of collection.

Where payment is taken by card or bank transfer, you must ensure that the payment method is valid and that sufficient funds are available. If a payment is reversed, declined, charged back, or otherwise disputed without valid reason, you remain liable for the outstanding balance and any associated processing costs where permitted by law. We may request pre-authorisation or identification before starting work for first-time or higher-risk bookings.

Any discounts, promotional rates, or package prices are offered at our discretion and may be withdrawn or amended for future bookings. They do not apply retrospectively unless stated. If additional work is requested on the day, it may be charged separately at our then-current rates. Invoices should be checked promptly; if you believe an error has been made, you should notify us without undue delay.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving notice within the relevant cancellation period notified at the time of booking. If no specific period is stated, we require reasonable notice. Short-notice cancellations may incur a charge reflecting the time reserved, staff allocation, travel planning, and any unavoidable costs already incurred. Where a deposit has been paid, it may be retained in whole or in part to cover such losses, subject to applicable law.

If you request a change to the date, time, or scope of service, we will do our best to accommodate it, but any amendment is subject to availability. We are not obliged to accept late changes. If we arrive and cannot access the property, or if you are absent and access has not been arranged, this may be treated as a missed appointment and charged accordingly. Repeated missed appointments may result in refusal of future bookings.

We may cancel or reschedule a booking where necessary due to staff illness, unsafe conditions, extreme weather, equipment failure, unavailability of access, or other circumstances beyond our reasonable control. In such cases, we will take reasonable steps to inform you promptly and offer an alternative appointment where possible. Our liability will be limited to refunding any prepaid amount for services not provided, unless otherwise required by law.

5. Customer Responsibilities

You are responsible for ensuring that the property is reasonably safe, accessible, and suitable for cleaning. This includes securing or disclosing hazards such as exposed wiring, broken glass, unstable flooring, aggressive animals, infestations, hazardous waste, or dangerous substances. You must also tell us about fragile or high-value items, delicate surfaces, and areas that should not be cleaned or moved.

You should remove or secure personal items, cash, jewellery, important documents, and other valuables before the service begins. While our staff will act carefully and professionally, we cannot accept responsibility for items left in unsafe or unsecured locations unless loss is caused by our proven negligence or wilful misconduct. You should also ensure that water, electricity, heating, and basic facilities needed to complete the service are available unless agreed otherwise.

If you are providing your own cleaning products or equipment, you are responsible for their safety, suitability, and condition. We may refuse to use any item that appears defective, unsuitable, or unsafe. Where we supply products, we will select products we consider appropriate, but it remains your responsibility to inform us of any known allergies, sensitivities, or restrictions affecting occupants, pets, or the environment.

6. Liability and Limitations

We will carry out services with reasonable care and skill, but cleaning outcomes depend on many factors, including the age and condition of surfaces, prior maintenance, previous treatments, and the nature of the soiling. We do not guarantee the removal of every stain, mark, odour, or defect. Some materials may be fragile, porous, or permanently affected by use or prior damage, and we are not liable for pre-existing wear, deterioration, or hidden faults.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited under UK law. Subject to that, we shall not be liable for indirect or consequential loss, loss of profit, loss of business, loss of goodwill, or loss arising from your failure to comply with these terms, except where such loss is directly caused by our breach and is reasonably foreseeable.

If a claim arises from damage to property allegedly caused by our service, you must notify us as soon as reasonably practicable and allow us a fair opportunity to inspect the issue before remedial work or disposal occurs. Where liability is established, our obligation will be limited, at our choice, to repairing the damage, re-performing the relevant part of the service, or paying reasonable compensation up to the total amount paid for the specific service giving rise to the claim, subject to law.

We are not responsible for damage caused by normal cleaning processes where a surface, material, or item was already defective, poorly maintained, incorrectly installed, or unsuitable for standard cleaning. Similarly, we are not liable for damage resulting from your failure to disclose relevant information, your instructions to use a method against our advice, or your request that we clean an item or surface that we have identified as risky. You accept that some premises may require specialist treatment by a qualified tradesperson rather than a standard cleaner.

7. Waste, Disposal, and Regulatory Compliance

We will comply with applicable UK waste handling and environmental requirements when disposing of waste arising from cleaning activities, but our standard service is not a general waste collection or clearance service unless expressly agreed. Waste removed during the course of cleaning will ordinarily be limited to ordinary domestic or office waste, spent consumables, and debris directly related to the agreed service. Any hazardous, clinical, electrical, or controlled waste must be disclosed in advance and may require specialist handling.

You must not ask us to remove unlawful, dangerous, or regulated waste unless we have specifically agreed to do so and confirmed that we are equipped and authorised to handle it. This includes, without limitation, asbestos-containing materials, sharps, chemicals requiring specialist disposal, bodily fluids beyond standard cleaning, and any material subject to statutory control. If such waste is discovered during the service, we may stop work in the affected area and advise you that specialist removal is required.

8. Insurance, Complaints, and Service Issues

We will maintain insurance cover that is appropriate to the nature of our business, but insurance does not create liability beyond these terms. If you are dissatisfied with any aspect of the service, you should notify us promptly and provide reasonable details so that we can assess the issue. Where appropriate, we may offer a return visit, partial re-clean, or other remedy at our discretion, without prejudice to any rights you may have under law.

Any complaint relating to damage, missing items, or inadequate service must be raised within a reasonable time after the service date, and in any event before the relevant evidence becomes unavailable. You should keep the area and any affected item available for inspection. We are not obliged to consider claims that cannot be substantiated or that are raised after unreasonable delay. Nothing in this section limits your legal rights where applicable.

We may refuse future bookings where there has been abusive behaviour, repeated late payment, repeated false claims, unsafe conditions, or persistent failure to comply with these terms. We aim to maintain professional standards at all times and expect the same level of courtesy and cooperation in return.

9. Termination and Suspension

We may suspend or terminate a booking, ongoing arrangement, or account immediately where you materially breach these terms, fail to pay sums due, provide unsafe working conditions, or engage in conduct that makes continued service unreasonable. If termination occurs for breach, you remain liable for all amounts properly due up to the date of termination, including any non-refundable charges already incurred.

You may terminate a recurring arrangement by giving the required notice stated in your service agreement or booking confirmation. Any prepaid amounts for services not yet provided will be refunded only to the extent required by law and subject to deductions for services already delivered, materials used, or losses properly incurred as a result of cancellation. Termination does not affect rights and obligations that are intended to survive, including payment, liability, and governing law provisions.

We may also suspend performance temporarily where required by law, due to health and safety concerns, or because access, utilities, or instructions have not been provided. During any suspension, we will not be responsible for delay or non-performance caused by the suspension event.

10. Force Majeure

We shall not be liable for failure or delay in performance caused by events beyond our reasonable control, including severe weather, transport disruption, strikes, public emergencies, epidemic restrictions, power failures, or supply shortages. If such an event occurs, we may postpone the service, amend the appointment, or cancel affected services where necessary. We will use reasonable efforts to minimise disruption and to offer a new date where feasible.

Where a force majeure event prevents completion of a paid service, we will assess the part of the service that was actually provided and any costs already incurred. Any refund or credit will be made only to the extent that it is fair and lawful in the circumstances. No party shall be deemed in breach for the period during which performance is prevented by a force majeure event.

If the event continues for an extended period, either party may discuss termination of the affected booking or arrangement. Any decision will take into account the practical ability to complete the service safely, lawfully, and within a reasonable time.

11. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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, except where another jurisdiction is required by mandatory law. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Nothing in these terms is intended to exclude, restrict, or modify any rights that cannot lawfully be excluded under applicable consumer protection or other UK legislation. If a court or competent authority determines that any part of these terms is unlawful, void, or unenforceable, that part shall be severed to the minimum extent necessary, and the remainder shall continue to apply.

These terms form the basis of the contractual relationship between the customer and Cleaners Soho and should be read together with any booking confirmation or agreed service specification. In the event of conflict, the more specific written agreement will prevail only for the relevant point of difference.