Twickenham Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Twickenham Cleaner provides domestic and commercial cleaning services across the UK. By making a booking, you agree to these terms, which are designed to create a clear, fair and professional service arrangement. Throughout this document, references to “we”, “us” and “our” mean Twickenham Cleaner, and references to “you” and “your” mean the customer receiving the service. These terms apply to standard and one-off cleaning appointments, recurring cleaning arrangements, deep cleaning services, and any related service agreed in writing.

We aim to make the Twickenham cleaning service straightforward and reliable. However, every property and appointment is different, so some aspects of the service may vary depending on the condition of the premises, the scope of work selected, access arrangements, and the materials or equipment required. If there is any conflict between these Terms and Conditions and a written service agreement or confirmed booking summary, the written agreement will take priority to the extent of that inconsistency.

These terms are written for general use and should be read carefully before confirming any booking. They cover the booking process, payment terms, cancellation rights, liability limits, waste handling requirements, and the law that applies if a dispute arises. We may update these terms from time to time, and the version in force at the time of booking will normally apply to that service unless otherwise agreed in writing.

1. Booking process

All bookings with Twickenham Cleaner must be made through an approved booking method and are subject to availability. A booking request is only an offer from you to purchase our services; it does not become binding until we confirm it. Confirmation may be given by written message, email, invoice acceptance, or another recorded method. The confirmed booking will normally include the service type, date, approximate start time, estimated duration, price, and any agreed special instructions.

We may need certain information before confirming a booking, including the property type, size, access details, parking limitations, cleaning priorities, and any relevant safety concerns. You must provide accurate and complete information. If details are incomplete or incorrect, we may need to amend the price, duration, staffing, or equipment requirements. In some cases, we may refuse or cancel a booking if the premises are unsafe, if the requested service is outside our scope, or if the necessary information is not provided.

For recurring cleaning services, the exact schedule will be agreed in advance where possible. We may need to rearrange appointments in the event of staff illness, equipment failure, severe weather, or other operational issues beyond our reasonable control. If this happens, we will aim to offer an alternative time. Unless expressly stated otherwise, any estimate of duration is a guide only and should not be taken as a guarantee that the service will be completed within a specific number of hours.

2. Access and customer responsibilities

You are responsible for ensuring that we have safe access to the property at the agreed time. This includes arranging entry, supplying keys or codes where applicable, and making sure the area to be cleaned is reasonably available. You must remove or secure items of value, fragile belongings, confidential documents, and any prohibited materials before the appointment begins. Where the service requires water, electricity, or other utilities, you must ensure these are available and functioning unless otherwise agreed.

You must also tell us about any known hazards or sensitivities, including pets, biological contamination, mould, heavy soiling, infestation, sharp objects, unsafe flooring, or surfaces requiring specialist treatment. If we arrive and cannot safely perform the work due to missing access, unsafe conditions, or inaccurate information, we may charge a call-out fee or part of the agreed fee, depending on the circumstances.

3. Payments

All prices are normally quoted in pounds sterling and may be inclusive or exclusive of VAT depending on the service and the status of the provider. The final amount payable will be stated in the booking confirmation or invoice. Unless agreed otherwise, payment is due immediately upon booking for advance services, or on completion for services arranged on an invoice basis. We may also require a deposit to secure a booking, especially for larger projects, recurring arrangements, or peak-time appointments.

Payment may be made by any methods we accept at the time of booking. If payment is not received when due, we may suspend future bookings, refuse to commence the service, or charge reasonable costs associated with recovery of the unpaid amount. We reserve the right to charge for additional time, materials, or labour if the scope of work changes after the booking has been confirmed. Any changes will normally be explained and approved before extra charges are incurred, where reasonably possible.

Discounts, promotional rates, and special offers are offered at our discretion and may be withdrawn or amended at any time unless already confirmed in a booking. Refunds, where due, will usually be processed using the original payment method within a reasonable period. Any bank charges, card processing reversals, or administrative fees caused by failed payment attempts may be passed on to you where permitted by law.

4. Cancellations and rescheduling

You may cancel or reschedule a booking by giving notice in writing or through the agreed booking channel. To avoid charges, cancellation must be made within the notice period stated in your booking confirmation. If no notice period is stated, a reasonable notice period will apply based on the service type and the resources allocated. Cancellations made too close to the appointment time may result in a late cancellation fee or the loss of any deposit paid.

If we arrive at the property and cannot gain access, or if you are not ready for the service to begin, this may be treated as a late cancellation or wasted visit. In such cases, you may still be charged the full or partial fee. Where we need to cancel or reschedule due to circumstances within our control, we will contact you as soon as reasonably practicable and offer an alternative appointment. If we are unable to provide the service within a reasonable time, any prepaid amount for the cancelled appointment will normally be refunded or credited, unless the issue arose from your breach of these terms.

We may cancel a booking without liability if you have not paid any required deposit or invoice by the due date, if the property conditions are materially different from what was described, or if it would be unsafe, unlawful, or impractical to continue. We may also terminate or suspend services where there is abusive behaviour, harassment, or a serious breakdown in trust.

5. Service standards and limitations

We will use reasonable care and skill in providing the service and will endeavour to meet the agreed cleaning requirements. However, cleaning results can depend on the condition of surfaces, the age of stains, the quality of materials, and whether specialist treatment is required. Some marks, limescale, ingrained dirt, paint, adhesive residue, mould, rust, hard-water staining, or damage may not be fully removable through a standard clean. Any demonstration, estimate, or description of expected results is not a guarantee of a particular outcome.

Unless agreed otherwise, our staff will choose the products and methods considered appropriate for the task. If you prefer particular products or wish to prohibit specific products, you must tell us in advance. We may decline to use customer-supplied products if they appear unsafe, unsuitable, unlabelled, expired, or likely to cause damage. We will not be responsible for deterioration caused by pre-existing wear and tear, poor maintenance, defective fixtures, or hidden faults in the property.

6. Liability

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our total liability arising from any booking, whether in contract, tort, or otherwise, will be limited to the total amount paid or payable for the relevant service, unless a different limit is stated in writing.

We are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, loss of business, reputational damage, or emotional distress, except where such exclusion is not permitted by law. We will not be liable for damage caused by your failure to disclose relevant information, secure valuables, remove fragile items, or provide safe access. We are also not responsible for items that are already damaged, unstable, incorrectly installed, or likely to fail during normal cleaning activity.

If you believe damage has occurred during a service, you must notify us within a reasonable time and provide sufficient details and, where possible, photographs. We may inspect the area or item concerned before any repair, replacement, or compensation is agreed. You must take reasonable steps to minimise any loss or further damage. Any claim will be assessed fairly and in line with these terms and applicable law.

Where we use subcontractors or third-party specialists, we will exercise reasonable care in selecting them, but we do not guarantee that every service issue will be within our direct control. Any warranty or guarantee will apply only if expressly stated in writing. Nothing in these terms affects your statutory rights as a consumer, where applicable.

7. Waste regulations and disposal

We comply with applicable UK waste regulations when removing waste generated as part of an agreed cleaning service. Waste disposal is limited to the materials expressly included in the booking and within the normal scope of the service. You remain responsible for disclosing any hazardous, clinical, controlled, electrical, confidential, or specialist waste before the appointment. Such waste may require a separate licensed handler and may not be accepted as part of a standard cleaning package.

We will not knowingly handle illegal, dangerous, or improperly packaged waste. If waste is discovered that falls outside the agreed scope, we may stop work until instructions are received, or we may refuse removal entirely. Additional charges may apply where disposal requires extra labour, protective equipment, segregation, transport, or licensed treatment. Any waste we do remove will be handled in accordance with relevant environmental and duty-of-care requirements.

You must not ask us to dispose of items in a way that would breach environmental or waste rules, including fly-tipping, unlawful dumping, or removal without proper consent. If a property contains waste that may be hazardous or regulated, you must tell us beforehand. We may refuse to enter or continue if we reasonably believe there is a breach of waste law or a health and safety risk.

8. Health, safety and conduct

We may suspend work if we consider that continuing would create an unsafe environment for our staff or contractors. This includes, without limitation, exposure to violence, threats, illegal activity, unsafe structures, gas leaks, electrical faults, infestations, or exposure to hazardous substances. You must ensure the property is reasonably safe for a normal cleaning visit. Any incident involving aggression, discrimination, or deliberate interference with the service may lead to immediate termination of the booking.

Our staff may refuse to move heavy items, work at height, handle bodily fluids, or use equipment that they consider unsafe. If specialist cleaning or repairs are needed, we may recommend that you engage the appropriate professional. We may also ask you to sign a condition acknowledgement or waiver for certain high-risk tasks, though any such waiver will not remove rights that cannot be waived under law.

9. Data, privacy and property care

We will only use personal information in accordance with applicable data protection law and our privacy practices as made available separately. We may retain booking records, invoices, service notes, and relevant correspondence for administrative, legal, or accounting purposes. We expect both parties to treat any property keys, access codes, or security information with appropriate care and confidentiality.

We will exercise reasonable care when handling keys, alarms, and access devices provided for a booking. If you request key holding or similar arrangements, any additional responsibilities and risks should be agreed in writing. You should change access codes or notify us promptly if access arrangements are altered. We are not liable for losses caused by your failure to update security information or by third-party misuse of credentials that we were not responsible for.

10. Complaints and disputes

If you are dissatisfied with any part of the service, you should notify us as soon as reasonably possible so we can investigate and, where appropriate, put things right. Complaints should include enough information to identify the issue, the date of the service, and any supporting details. We may request an opportunity to inspect the matter or return to the property where appropriate. Any remedial work offered will be at our reasonable discretion and subject to safety, availability, and the nature of the complaint.

These terms do not prevent either party from seeking informal resolution before taking formal action. If a dispute cannot be resolved, the matter may be handled through the courts of England and Wales or any other forum required by law. We encourage prompt communication to reduce inconvenience and avoid unnecessary costs.

11. Governing law

These Terms and Conditions, and any dispute or claim arising from or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law or another mandatory legal rule provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

12. General provisions

Failure by us to enforce any part of these terms at any time does not mean that we waive our right to enforce it later. No person other than the contracting parties has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise. The latest written version of these Terms and Conditions supersedes any earlier informal statement about the same subject matter.

The service relationship is based on clarity, mutual respect, and reasonable cooperation. By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Twickenham Cleaner.