Cleaners W5 Service Terms and Conditions

These Terms and Conditions apply to all domestic and commercial cleaning services provided by Cleaners W5. By making a booking, confirming a service request, or allowing our team to begin work, you agree to be bound by the terms set out below. These conditions are designed to make the service clear, fair, and predictable for both parties. They explain how bookings are accepted, how payments are handled, when cancellations may apply, and what responsibilities sit with the client in relation to access, safety, and waste disposal. They also set out the limits of our liability and the legal framework that governs the service.

The intention of this document is to provide a straightforward service agreement for customers using W5 cleaners or related cleaning services. The terms apply whether the work involves regular housekeeping, one-off cleaning, end-of-tenancy support, or specialist cleaning arrangements. Where a separate written quote, service schedule, or contract has been issued, that document may supplement these terms, but these Terms and Conditions remain applicable unless expressly varied in writing.

We aim to provide a professional and dependable cleaning service in W5, but the final scope of any job will always depend on the conditions of the premises, the information supplied at the time of booking, and the suitability of the requested service for the site. Customers are encouraged to read this document carefully before confirming any appointment.

1. Booking Process

All bookings are subject to availability and are not confirmed until accepted by Cleaners W5. A booking request may be made through the channels made available from time to time, and the customer must provide accurate details about the property, the type of cleaning required, preferred dates and times, access arrangements, and any special instructions. We reserve the right to decline a booking if the requested work is outside our service scope, if necessary information is missing, or if the job presents unreasonable risk.

Once a request has been received, we may provide an estimate, quotation, or provisional appointment slot. Any estimate is based on the information supplied by the customer and may be revised if the actual condition, size, or complexity of the premises differs from the original description. A confirmed booking becomes binding only when we have accepted the appointment and, where applicable, received any required deposit or prepayment. Cleaners W5 may cancel or reschedule a booking where circumstances beyond our control make attendance impractical or unsafe.

Customers must ensure that the property is ready for cleaning at the agreed time. This includes arranging access, securing pets, removing valuable or fragile items where appropriate, and ensuring that water, electricity, and other necessary utilities are available unless otherwise agreed. If entry is delayed or denied, or if the site is not prepared in a way that allows the service to proceed safely, the booking may still be charged in full or in part, depending on the circumstances.

2. Service Scope and Customer Responsibilities

Our Cleaners W5 service is provided in accordance with the scope agreed at booking. The customer should review the requested tasks carefully, as the team will only carry out work that is included in the confirmed service. Any additional tasks requested on the day may be accepted at our discretion and may incur extra charges. We do not guarantee the removal of all stains, odours, limescale, mould, or other deep-set contamination, particularly where materials are damaged, neglected, or unsuitable for certain cleaning methods.

The customer is responsible for informing us of any hazards or special conditions before the appointment begins. This includes but is not limited to broken fixtures, exposed wiring, slippery floors, aggressive animals, biohazards, infestation, or surfaces that may be fragile or sensitive to cleaning products. If the client fails to disclose relevant information and this leads to additional work, reduced results, delay, or damage, Cleaners W5 will not be liable for the consequences to the extent permitted by law.

If the service involves keys, codes, concierge access, alarms, or other entry arrangements, the customer must ensure that they are valid and operational. We are entitled to rely on the access information provided and are not responsible for delays caused by incorrect instructions, failed key handover, or site access restrictions not previously disclosed.

3. Payments and Charges

All prices are stated in pounds sterling unless otherwise agreed. Charges may be based on hourly rates, fixed quotations, minimum call-out amounts, or a combination of these methods depending on the service type. The final price may change if the actual work required is materially different from the information provided at booking. Any revised charge will be communicated where reasonably possible before the additional work is carried out.

Payment terms may require advance payment, part payment, or payment on completion, depending on the nature of the booking. Where a deposit is requested, the booking may not be secured until that deposit has been received. Invoices must be paid by the due date stated on the invoice or confirmation. Late payments may result in suspension of future services, recovery action, and any reasonable administrative costs permitted by law.

Cleaners W5 may also charge for parking, congestion, tolls, supplies, specialist products, or disposal fees where these are necessary for the provision of the service and have been communicated in advance or reasonably arise from the job. Any discount, voucher, or promotional offer is subject to availability, may be withdrawn at any time, and cannot be exchanged for cash unless required by law.

4. Cancellations, Amendments, and Missed Appointments

Customers may request a cancellation or rescheduling, but notice must be given within a reasonable period before the appointment. Where a booking is cancelled too late to allow the slot to be reallocated, a cancellation fee may apply. The amount of any fee will depend on the notice provided, the length of the appointment, and any costs already incurred by Cleaners W5. For fixed-price or pre-paid services, applicable fees may be deducted from any refund due.

If the customer wishes to amend the booking, including changing the date, time, address, or scope of work, we will consider the request subject to availability. Amendments are not guaranteed and may affect the price. Where the revised requirements are substantially different from the original request, a new quote may be issued. If the client is not present where attendance is required, or fails to provide access, this may be treated as a missed appointment and charged accordingly.

Cleaners W5 may cancel or postpone a service where staff safety, severe weather, building access problems, equipment failure, or other operational issues make delivery impossible or unreasonable. In such cases we will usually seek to rearrange the service at the earliest available time. Where a prepaid booking cannot be fulfilled, any refund will be limited to the amounts paid for the undelivered portion of the service, subject to lawful deductions where work has already been performed.

5. Liability and Limitations

We take reasonable care when providing cleaning services by Cleaners W5, but liability is limited as set out in these terms. Nothing in this agreement excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we are not responsible for losses that are indirect, consequential, or not reasonably foreseeable at the time the booking was made.

Where damage occurs and is alleged to have been caused by our team, the customer must notify us as soon as reasonably possible and in any event within a short period after completion of the service. We may require reasonable evidence, including photographs, descriptions, purchase details, or access to inspect the affected area. If liability is established, our responsibility will be limited, at our option, to repair, re-clean, replace, or compensate up to the value of the specific service concerned, unless a higher amount is required by law.

We are not liable for pre-existing damage, wear and tear, hidden defects, manufacturing faults, or deterioration caused by unsuitable materials, poor maintenance, or prior treatment. In addition, we cannot accept responsibility for items left unsecured, fragile belongings not disclosed, or loss caused by the customer’s own negligence. Customers should remove or protect valuables, documents, cash, jewellery, and other sensitive items before the service begins.

6. Waste Regulations and Disposal

All waste arising from a cleaning job must be handled in accordance with applicable waste regulations and site rules. Cleaners W5 will only remove waste, packaging, or debris where this is included in the service description or agreed in advance. The customer remains responsible for lawful disposal arrangements unless we have expressly agreed to take waste away as part of the booking.

We do not handle hazardous waste, clinical waste, asbestos, chemicals requiring specialist disposal, or any material that would require a licence, permit, or specialist contractor unless this is specifically arranged and lawfully permitted. If such waste is discovered during the job, we may suspend work, request instructions, or withdraw from the premises. The customer must disclose any potentially hazardous materials before the appointment begins.

Where rubbish, bulky items, contaminated materials, or unusual waste are present, additional charges may apply if lawful removal is available and agreed. The customer must not request disposal of prohibited materials or ask our team to transport waste in a manner that breaches environmental or safety obligations. Any waste left behind after the service remains the customer’s responsibility unless otherwise specified in the booking confirmation.

7. Standards, Complaints, and Force Majeure

Our aim is to complete each service with reasonable skill and care. If the customer believes a task has not been completed properly, they should notify us promptly so the issue can be reviewed. Where appropriate, Cleaners W5 may offer a return visit or another remedy, provided the complaint is made within a reasonable time and the matter is capable of being corrected without disproportionate cost or risk.

We will not be in breach of contract if performance is prevented or delayed by events beyond our reasonable control. These may include severe weather, transport disruption, utility failure, fire, flood, epidemic, labour shortages, supply interruptions, or action by public authorities. In such circumstances we will use reasonable efforts to resume service or rearrange the appointment, but we are not liable for delays or losses caused by the event itself.

Any decision regarding remedy, re-clean, refund, or compensation will be made fairly and in line with these terms. The customer’s statutory rights remain unaffected.

8. 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 parties agree that the courts of England and Wales will have exclusive jurisdiction, unless mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.

Nothing in this document is intended to remove or limit rights that a consumer may have under applicable UK legislation. If there is any inconsistency between these Terms and Conditions and a mandatory legal requirement, the legal requirement will prevail to the extent of that inconsistency.

By booking Cleaners W5, the customer confirms that they have read, understood, and accepted these Terms and Conditions and agree to cooperate in good faith so that the service can be carried out safely, efficiently, and to a professional standard.