Cleaner Sutton Terms and Conditions of Service

These Terms and Conditions govern the provision of cleaning services by Cleaner Sutton to its clients within the United Kingdom. By making a booking, using our services, or allowing our cleaners access to your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any booking.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Client means any individual, company or organisation that books or receives cleaning services from Cleaner Sutton.

Cleaner means any employee, contractor, or representative engaged by Cleaner Sutton to provide cleaning services.

Services means any domestic, commercial, or specialist cleaning service provided by Cleaner Sutton, including regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning and related services.

Premises means the property or location at which the Services are to be carried out.

2. Scope of Services

Cleaner Sutton provides domestic and commercial cleaning services within its designated service area. The specific scope of work, including rooms, areas, and tasks to be carried out, will be confirmed at the time of booking. Any additional work requested on the day of service will be subject to the Cleaner’s discretion and may incur additional charges.

The Client is responsible for clearly specifying any priority areas or particular tasks at the time of booking or prior to the start of each visit. Unless explicitly agreed in writing, the Services do not include specialist cleaning such as hazardous material removal, exterior high-level window cleaning, or any work requiring specialist equipment, permits, or safety measures beyond standard domestic and commercial cleaning.

3. Booking Process

Bookings can be made by the Client through the methods accepted by Cleaner Sutton from time to time. When making a booking, the Client must provide accurate and complete information regarding the Premises, required Services, access arrangements, parking availability, and any relevant health and safety information.

All bookings are subject to availability and are not confirmed until Cleaner Sutton has accepted the booking and provided confirmation. Cleaner Sutton reserves the right to decline any booking without providing a reason.

The Client must ensure that an authorised person is available to grant access to the Premises at the agreed time, or that suitable arrangements for access have been made in advance. If the Cleaner is unable to gain access, this may be treated as a late cancellation and charges may apply.

4. Regular and One-Off Services

Regular cleaning services may be arranged on a weekly, fortnightly, monthly, or other agreed schedule. The day and time of regular visits will be agreed in advance and Cleaner Sutton will use reasonable efforts to maintain consistency. However, Cleaner Sutton does not guarantee the same Cleaner for every visit, and reserves the right to replace Cleaners when necessary.

One-off or ad hoc services, including end of tenancy or deep cleaning, will be scheduled for a specific date and time frame. Completion times are estimates and may vary depending on the condition of the Premises and any additional tasks requested by the Client.

5. Prices and Quotations

Prices for the Services are based on the information provided by the Client at the time of booking, including the size and condition of the Premises and the scope of work required. Cleaner Sutton may provide an estimated price or a fixed quotation. In cases where the information supplied is inaccurate or incomplete, Cleaner Sutton reserves the right to adjust the price accordingly.

If during the service it becomes apparent that the job is significantly larger or more time-consuming than originally described, the Cleaner may contact the Client to request authorisation for additional time or charges. If the Client does not approve additional charges, the Cleaner will complete as much work as reasonably possible within the original budgeted time, prioritising agreed key areas.

6. Payments and Invoicing

Payment terms will be confirmed at the time of booking. Cleaner Sutton may require payment in advance, on the day of service, or within an agreed credit period for commercial Clients. Accepted payment methods may include bank transfer, card payment, and other methods notified to the Client.

For regular domestic cleaning, payment is typically due on or before the day of each visit, unless otherwise agreed. For one-off or end of tenancy cleaning, payment may be required in full prior to or on completion of the service.

Invoices, where issued, are payable by the due date stated. If payment is not received on time, Cleaner Sutton reserves the right to charge interest on overdue amounts, suspend ongoing services, and take reasonable steps to recover outstanding sums, including any associated costs of recovery.

7. Cancellations and Rescheduling by the Client

The Client may cancel or reschedule a booking by providing notice in accordance with this clause. For regular cleaning services, a minimum notice period will apply, typically at least 24 hours prior to the scheduled visit. For one-off or end of tenancy cleaning, a longer notice period may apply, which will be communicated at the time of booking.

If the Client cancels or reschedules a service without giving the required notice, Cleaner Sutton reserves the right to charge a cancellation fee, which may be up to the full value of the booked service. If the Cleaner arrives at the Premises and is unable to gain access or unable to start work due to circumstances within the Client’s control, this may be treated as a late cancellation and the relevant fee may be charged.

Ongoing regular services may be terminated by the Client by giving the required notice period, typically not less than one week, unless a different period has been agreed in writing. Any outstanding balances must be settled upon termination.

8. Cancellations and Changes by Cleaner Sutton

Cleaner Sutton aims to provide a reliable and consistent service but reserves the right to cancel or reschedule bookings due to circumstances beyond its reasonable control, including staff illness, severe weather, transportation issues, or other operational reasons.

In the event that Cleaner Sutton needs to cancel or reschedule, reasonable efforts will be made to notify the Client as soon as possible and to offer an alternative appointment. Cleaner Sutton will not be liable for any loss, expense or inconvenience suffered by the Client as a result of such cancellation or rescheduling, beyond refunding any pre-paid sums for Services not performed.

9. Client Obligations and Access

The Client is responsible for providing safe and suitable access to the Premises, including any keys, entry codes or instructions necessary to enter and secure the property. If keys are provided, Cleaner Sutton will take reasonable care to keep them safe but accepts no liability for pre-existing security issues or losses not directly attributable to its negligence.

The Client must ensure that the Premises are reasonably clear of clutter and that any special instructions, delicate items or restricted areas are clearly communicated in advance. The Client should remove or securely store valuable items and ensure that any pets are safely managed during the visit.

The Client must inform Cleaner Sutton of any health and safety risks at the Premises, including faulty equipment, damaged fixtures, or hazardous materials. Cleaner Sutton reserves the right to withdraw services if conditions are deemed unsafe for the Cleaner.

10. Cleaning Materials and Equipment

Cleaner Sutton may supply its own cleaning materials and equipment, or may agree to use products and equipment provided by the Client. Where Client-supplied products are used, the Client is responsible for ensuring they are safe, appropriate for their intended purpose, and compliant with applicable regulations.

Cleaner Sutton will not be liable for any damage or adverse effects arising from the use of products specified or supplied by the Client. The Client should notify Cleaner Sutton of any surface, material or finish that requires special cleaning methods or products.

11. Waste Handling and Environmental Regulations

Cleaner Sutton will handle ordinary household and office waste generated in the course of cleaning, such as general rubbish and recyclable materials, in accordance with applicable UK waste and environmental regulations. The Client is responsible for providing suitable bins and waste storage facilities at the Premises.

Cleaner Sutton does not remove large volumes of waste, bulky items, construction debris, hazardous waste, clinical waste or electrical items as part of standard Services. If the Client requires removal of such waste, this must be discussed and agreed separately, and may require the use of licensed waste carriers or specialist providers.

The Client must not request or permit any Cleaner to dispose of waste unlawfully or in a manner that contravenes local authority or national regulations. Cleaner Sutton reserves the right to refuse any task involving waste that it considers unsafe, illegal or outside the scope of its Services.

12. Quality of Service and Complaints

Cleaner Sutton aims to deliver a high standard of cleaning on every visit. If the Client is dissatisfied with any aspect of the Service, they should report the issue as soon as reasonably possible, ideally within 24 hours of completion of the work.

Where a complaint is justified and relates directly to the quality of the cleaning provided, Cleaner Sutton may, at its discretion, offer a re-clean of the affected areas or another appropriate remedy. Any re-clean must be scheduled within a reasonable timeframe and is subject to availability.

13. Liability and Limitations

Cleaner Sutton will exercise reasonable care and skill in providing the Services. However, the Client acknowledges that normal wear and tear and pre-existing damage or defects are not the responsibility of Cleaner Sutton or its Cleaners.

Cleaner Sutton’s liability for any loss, damage or claim arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the lesser of the cost of the affected Service or the reasonable cost of repair or replacement of the damaged item. Cleaner Sutton shall not be liable for indirect, consequential or economic losses, loss of profit, loss of enjoyment, or loss of opportunity.

Cleaner Sutton will not be liable for damage caused by defective materials, equipment or products supplied by the Client, or for issues arising from the Client’s failure to follow advice or instructions. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

14. Insurance

Cleaner Sutton maintains appropriate insurance cover in respect of its cleaning services, including public liability insurance. Details of insurance cover can be made available to Clients on request. The Client remains responsible for maintaining adequate insurance for the Premises and its contents, including buildings and contents insurance.

15. Confidentiality and Data Protection

Cleaner Sutton will treat all personal information and any details about the Client’s Premises as confidential. Personal data will be handled in accordance with applicable UK data protection laws. Information will only be used for the purposes of providing and managing the Services, handling payments, and meeting legal obligations.

Cleaner Sutton may retain limited records of work carried out, including scheduling, invoicing and service notes, for administrative and legal purposes. Such records will be stored securely and only accessed by authorised personnel.

16. Health and Safety

Cleaner Sutton is committed to maintaining safe working practices in accordance with UK health and safety legislation. Cleaners are required to follow established procedures and use equipment safely. The Client agrees not to request any task that may place the Cleaner at risk, including working at unsafe heights, lifting excessively heavy objects, or handling hazardous substances without proper controls.

If at any time the Cleaner considers that conditions at the Premises present an unacceptable health or safety risk, the Cleaner may suspend or terminate the Service. Any such decision will be communicated to the Client as soon as practicable.

17. Variations to Terms

Cleaner Sutton reserves the right to amend these Terms and Conditions from time to time. Updated terms will take effect from the date of publication or notification and will apply to all new bookings. For ongoing regular services, Cleaner Sutton will provide reasonable notice of any material changes.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of Services by Cleaner Sutton.

19. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking or specific service agreement issued by Cleaner Sutton, constitute the entire agreement between the parties and supersede any prior understandings, representations or agreements relating to the Services.

By booking or receiving Services from Cleaner Sutton, the Client confirms that they have read, understood and agreed to these Terms and Conditions.