Terms and Conditions for Flat Cleaners London

These Terms and Conditions set out the basis on which Flat Cleaners London provides domestic and related cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing a cleaner to begin work, the customer agrees to be bound by these terms. These terms are intended to be clear, fair, and practical, and they apply to all flat cleaning services unless a separate written agreement states otherwise. In these conditions, references to “we”, “us”, and “our” mean Flat Cleaners London, while “you” and “your” refer to the customer or the person authorising the booking.

These terms are designed for a professional flat cleaning service and should be read together with any service description, quotation, booking confirmation, or written instruction issued before the appointment. If there is any inconsistency between these Terms and Conditions and a specific written agreement, the written agreement will take priority to the extent of that inconsistency. Nothing in these terms affects your statutory rights as a consumer under UK law.

The scope of service depends on the package or cleaning instruction agreed at the time of booking. A flat cleaner may carry out routine cleaning, deep cleaning, end-of-tenancy cleaning, or other specified tasks, subject to access, time, and equipment limitations. We do not guarantee the removal of all stains, marks, limescale, odours, mould, or permanent damage, because results may depend on the condition of surfaces and materials before work begins.

1. Booking Process

Bookings for London flat cleaning may be made by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or prepayment. We may ask for relevant information before confirming a booking, including the property size, number of rooms, type of cleaning requested, access arrangements, parking restrictions, and any special instructions that may affect the service.

You must ensure that all information supplied at the time of booking is accurate and complete. If the details you provide are incorrect or incomplete, we may need to revise the price, alter the duration, or change the cleaner assigned to the job. If the work requested differs materially from the original booking, we reserve the right to refuse the service, amend the quotation, or treat the appointment as a new booking.

Booking times are provided in good faith, but arrival windows may be affected by traffic, weather, access issues, previous job overruns, or other operational matters. We will use reasonable efforts to notify you of significant delays. If entry to the property is not possible at the agreed time due to your failure to provide access, the appointment may be cancelled and a cancellation or call-out charge may apply.

2. Payments and Charges

Prices are normally based on the type of service, property size, estimated duration, and any special requirements. Unless stated otherwise, quotations are based on the information available at the time and may be revised if the scope of work changes. Any additional charges must be approved where practical, but you authorise us to adjust the final amount where necessary to reflect extra time, additional tasks, or unforeseen conditions that reasonably increase the work required.

Payment terms will be confirmed at the time of booking. We may require full payment in advance, part payment, or payment on completion depending on the nature of the job and the customer’s status. Acceptable payment methods may include bank transfer, card payment, or other methods notified at booking. Where payment is due on completion, it must be made immediately unless we agree otherwise in writing.

If payment is not received when due, we may suspend further services, withhold future bookings, charge reasonable administration costs, and pursue recovery of outstanding sums. You are responsible for all bank charges, failed payment fees, or similar costs arising from your chosen payment method. Any refunds due will be made using the original payment method where practicable and within a reasonable period.

3. Cancellations, Amendments, and No-Shows

To keep the schedule fair for all clients and cleaning staff, we ask that any cancellation or amendment is made as early as possible. If you need to cancel or change a flat cleaning service, you must notify us within the period stated in your booking confirmation or, if no period is stated, within a reasonable time before the appointment. Late cancellations may incur a charge to cover lost time and operational costs.

Where a cancellation is made after the cleaner has already been dispatched, or where the cleaner arrives and cannot gain access, we may charge the full fee or a significant part of it depending on the circumstances. If the property is not ready for cleaning, if unsafe conditions prevent work from starting, or if the booking details materially differ from the actual property condition, we may either wait for a limited period, adjust the fee, or cancel the service at our discretion.

We also reserve the right to cancel or reschedule an appointment if circumstances beyond our control make performance impractical or unsafe. This may include illness, severe weather, disruption to transport, emergency repairs, equipment failure, or client conduct that creates a risk to staff. In such cases, we will use reasonable efforts to rearrange the appointment and, where appropriate, refund any prepaid amount for work not carried out.

4. Performance of the Cleaning Service

Our professional flat cleaners will use reasonable skill and care when carrying out the services agreed. Cleaning will be performed using standard methods and products, unless you request and we agree to use specific products or techniques. Any such request must be compatible with the material being cleaned and with health and safety requirements. We may decline to use products or methods that we reasonably believe are unsafe, ineffective, or unsuitable.

You are responsible for securing valuables, fragile items, cash, documents, jewellery, and sentimental possessions before the service begins. Unless expressly agreed in writing, we do not move large items of furniture, lift heavy appliances, or access areas that require specialist tools, ladders, or dismantling. If the cleaner is asked to move items, you accept responsibility for any pre-existing instability, damage, or hidden hazard associated with doing so.

We aim to respect your property and privacy at all times. However, you acknowledge that cleaning work may involve the use of water, chemicals, cloths, vacuum equipment, and repeated contact with surfaces, which can occasionally expose pre-existing defects. Surface wear, loosened fittings, old sealant, delicate finishes, and poor maintenance may become visible or worsen during cleaning. This does not mean the service was defective if it was performed with reasonable care.

5. Liability and Limitations

We accept liability for direct loss or damage caused by our negligence, breach of contract, or wilful misconduct, but only to the extent permitted by UK law. Our total liability for any single claim or series of related claims will be limited to the amount paid, or payable, for the specific service giving rise to the claim, unless the law requires otherwise. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded.

We are not responsible for pre-existing damage, defective fittings, worn materials, poor workmanship by others, hidden faults, or damage caused by items that were already unstable, unsuitable, or improperly installed. We are also not liable for indirect or consequential losses, including loss of profit, loss of opportunity, inconvenience, or emotional distress, except where such exclusion is prohibited by law. If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a short period after the service has been completed.

Any claim should be supported by clear evidence, including photographs where available, and you must allow us a reasonable opportunity to inspect the issue or investigate the complaint. Failure to notify us promptly may affect our ability to assess the matter fairly. If liability is established, we may choose to repair, replace, or pay reasonable compensation up to the applicable limit, depending on what is appropriate in the circumstances.

6. Client Responsibilities

You must provide a safe working environment for the cleaner and ensure reasonable access to the property, utilities, and any agreed facilities. This includes working water, electricity, lighting, and, where necessary, access to the areas to be cleaned. If the service cannot be completed because essential utilities are unavailable or access is restricted, we may charge for time lost or the visit may be treated as a cancellation.

You must inform us in advance of any hazards, including broken glass, structural defects, pest infestations, exposed wiring, aggressive animals, or restricted access areas. You must also disclose any surfaces or items requiring special care, such as antiques, delicate finishes, or non-water-resistant materials. If such matters are not disclosed and damage results from cleaning in reasonable reliance on the information provided, we will not be responsible for the resulting loss.

You are also responsible for ensuring that any person present at the property during the appointment behaves in a respectful and safe manner. Our staff must not be harassed, intimidated, or placed under pressure to perform unsafe tasks. If staff reasonably consider that conditions are unsafe or abusive, they may leave the property and the appointment may be charged in full or in part depending on the circumstances.

7. Waste, Disposal, and Environmental Compliance

As part of our commitment to responsible flat cleaning in London, we operate in line with applicable UK waste and environmental regulations. Normal cleaning waste, such as cloths, dust, packaging, and minor residue arising from the service, will be handled responsibly by our team. However, we do not operate as a specialist waste carrier unless expressly agreed, and we do not remove hazardous, clinical, or controlled waste unless we are legally permitted and properly equipped to do so.

You must ensure that any waste requiring special handling is identified before the service begins. This includes sharp objects, biohazardous materials, asbestos-containing materials, chemicals, solvents, needles, bodily fluids, or any item that may require licensed disposal. If such items are discovered during the service, the cleaner may stop work in the affected area and report the issue. Additional charges may apply if specialist handling, disposal, or protective measures are needed.

We may separate, bag, and place general household waste in the appropriate location if instructed and if it is safe and lawful to do so. We do not guarantee removal of bulky waste, abandoned items, or material that local collection rules prohibit us from transporting. Any disposal activity carried out by us is limited to what is lawful, reasonable, and within the agreed scope of service. You remain responsible for ensuring that the property complies with any obligations relating to refuse storage or disposal.

8. Complaints, Suspensions, and Termination

If you are unhappy with any aspect of the service, you should raise the matter promptly so that we can review it fairly. We may ask for photographs, notes, or a description of the issue and may arrange a re-clean or other remedy where appropriate. Any remedy will depend on the facts, the scope of the original booking, and whether reasonable notice was given. A complaint does not automatically entitle you to a full refund.

We may suspend or terminate services immediately if you fail to pay on time, provide unsafe working conditions, misrepresent the service required, or behave in a way that places staff, property, or business operations at risk. We may also refuse future bookings where repeated cancellations, abusive conduct, or persistent disputes make further service impractical. In such cases, any outstanding sums remain payable.

Termination of a booking or customer relationship does not affect rights or obligations that already arose before termination. This includes payment obligations, liability claims, confidentiality obligations, and any provision intended to survive completion of the service. Any part of these terms found unlawful or unenforceable will be interpreted, as far as possible, in a manner that preserves the remaining terms.

9. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the UK, you may also benefit from mandatory protections available under the law applicable to your residence, to the extent those protections cannot be displaced. Any dispute arising out of or in connection with the service will be subject to the jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.

We may update these terms from time to time to reflect changes in law, operational needs, or service standards. The version in force at the time of your booking will usually apply to that booking, unless a later change is required by law or is expressly agreed between us. If you continue to use our services after updated terms are made available, you may be deemed to have accepted the revised version for future bookings.

These terms constitute the entire agreement between you and us in relation to the relevant cleaning service, unless varied in writing. No waiver of any provision will be effective unless stated in writing, and no delay or failure by us to enforce any right will prevent us from doing so later. By booking a flat cleaner from Flat Cleaners London, you confirm that you have read, understood, and agreed to these Terms and Conditions.