Terms and Conditions for Cleaner Merton

These Terms and Conditions set out the basis on which Cleaner Merton provides domestic and commercial cleaning services in the UK. By making a booking, you agree to be bound by these terms, which are designed to make the service clear, fair, and predictable for both parties. Throughout this document, references to “we”, “us”, and “our” mean Cleaner Merton, while “you” and “your” refer to the customer, client, or person requesting the service.

These terms apply to all standard, one-off, recurring, and specialist cleaning arrangements unless we agree otherwise in writing. Any changes to a booking, scope of work, or service conditions must be confirmed by us to be valid. We reserve the right to update these terms from time to time, and the version in force at the time of booking will apply to your service unless a later version is expressly agreed. Nothing in these terms affects your statutory rights under UK consumer law.

By using Cleaner Merton services, you confirm that you have the authority to request the work for the property or premises involved, and that any information you provide is accurate and complete to the best of your knowledge. If you are booking on behalf of another person, company, landlord, or managing agent, you confirm that you have the necessary permission to do so. It is your responsibility to read these terms carefully before confirming any service.

The booking process begins when you request a service and provide details about the type of cleaning required, the property layout, the preferred date and time, access arrangements, and any special instructions. We may ask for photographs, inventory details, or further information to assess the job properly. A booking is only confirmed when we accept your request, agree the scope of work, and, where applicable, receive any required deposit or advance payment.

We aim to provide an accurate service description, but final timing may vary depending on property condition, access, and the complexity of the work. If the condition of the premises differs materially from the information supplied during booking, we may revise the price, adjust the duration, or decline part of the work. Cleaner Merton is not obliged to carry out tasks that were not included in the agreed booking, particularly where they require extra time, equipment, risk, or specialist treatment.

To maintain quality and safety, we may refuse a booking, cancel a visit, or re-schedule a service if we believe the conditions are unsuitable, unsafe, or outside the scope of our standard operations. This includes, without limitation, excessive clutter, pest infestation, hazardous waste, severe contamination, or access problems that prevent the cleaning team from working effectively. Any such decision will be made reasonably and with due regard to the circumstances known to us at the time.

All prices are stated in pounds sterling unless otherwise agreed. Quotes may be fixed, estimated, or subject to final inspection, depending on the service requested. Unless expressly included, prices do not cover specialist materials, parking fees, congestion charges, key collection costs, disposal charges, or any third-party expenses incurred in delivering the service. If additional work is requested or becomes necessary, we may charge an extra amount for the further time and materials required.

Payment is due in accordance with the terms stated at the time of booking or on the invoice issued by us. For one-off services, we may require full payment in advance, payment on completion, or a deposit followed by a balance payment. For recurring services, payment schedules may be weekly, monthly, or at another agreed interval. If payment is late, we reserve the right to suspend future appointments, charge interest or recovery costs where permitted by law, and take reasonable steps to recover outstanding sums.

You must ensure that payment details provided are valid and that sufficient funds are available when payment is due. If a card payment fails, a direct debit is reversed, or a bank transfer is not received, the booking may be treated as unpaid. Any promotional pricing, discounts, or special offers are subject to eligibility and may be withdrawn where misuse, error, or fraud is suspected. Unless expressly stated otherwise, all prices are inclusive of VAT where VAT is applicable.

Cancellations and changes must be made within a reasonable time and, where possible, in accordance with the notice period stated at booking. If you cancel with sufficient notice, we will usually not charge a cancellation fee, though any non-refundable deposit may be retained if clearly stated at the time of booking. If you cancel late, fail to provide access, or are not present when attendance is required, we may charge all or part of the booked fee to cover lost time and administration.

If we need to cancel or re-schedule due to illness, safety concerns, operational issues, severe weather, or circumstances beyond our control, we will try to give you as much notice as practicable and offer an alternative appointment. We are not liable for indirect costs arising from a lawful cancellation or re-scheduling, provided we act reasonably. In the event of repeated access failures or unavailability of the property, we may treat the booking as cancelled by you.

Where the service is provided under a recurring arrangement, either party may end the arrangement by giving reasonable notice, unless a different notice period has been agreed. We may terminate immediately if payment remains outstanding, if the working environment becomes unsafe, or if your conduct seriously interferes with the service. Any amounts due for work already completed will remain payable after termination.

Any information you give about hazards, restricted areas, delicate surfaces, pets, alarms, or security systems must be accurate and timely. If we are not told about a risk and that omission causes delay, damage, or extra cost, you may be responsible for the resulting consequences to the extent permitted by law. You should also ensure that the premises are suitable for cleaning and that any necessary permissions have been obtained from landlords, managing agents, building management, or other relevant parties.

Where keys, codes, or access devices are provided to us, they must be accurate and functional. We will take reasonable care of any keys entrusted to us, but you should avoid leaving access items in unsecured places. If we need to hold keys on a temporary basis, we will only do so for operational purposes and will return them in line with our internal procedures. We may refuse to accept responsibility for access instructions that are incomplete, misleading, or unsafe.

Unless agreed otherwise, you should remove or protect items that are especially valuable, breakable, sentimental, or difficult to replace. We may dust, wipe, and clean around such items, but we do not accept responsibility for loss or damage caused by items that were not suitably secured by you. In domestic settings, it is good practice to notify us of sensitive surfaces such as untreated wood, natural stone, antique finishes, or specialist fabrics so that appropriate care can be taken.

We use reasonable care and skill in performing the service, and we are responsible for foreseeable loss or damage caused by our negligence, subject to the limitations in these terms and any applicable law. However, we do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Nothing in these terms is intended to reduce your mandatory consumer rights.

To the fullest extent permitted by law, we are not liable for indirect or consequential losses, loss of profit, business interruption, loss of opportunity, or any loss arising from information or instructions supplied by you that are inaccurate, incomplete, or late. We are also not liable for pre-existing defects, wear and tear, hidden damage, or deterioration that becomes apparent during or after cleaning. If damage is reported, you must notify us promptly and provide reasonable evidence so that we can investigate fairly.

If our liability is established, our preferred remedy may be to re-perform the affected part of the service, reduce the charge, or offer a reasonable refund in line with the circumstances. Any claim must be made within a reasonable time after the issue is discovered. We will not be responsible for damage caused by unsuitable surfaces, faulty fixtures, loose fittings, defective appliances, or items that are already unstable or improperly installed.

All equipment and cleaning products supplied by us remain our property unless expressly transferred. We select products based on suitability and safety, but some surfaces, fabrics, or finishes may react unexpectedly despite reasonable care. It is your responsibility to inform us of allergies, sensitivities, or product restrictions before the service begins. Where you provide products, you do so at your own risk unless we have agreed in writing to use them and have confirmed that they are appropriate for the job.

We may take photographs before and after a service for internal quality control, training, dispute resolution, or evidential purposes, provided these are used in a lawful and proportionate way. We will not use personal information unlawfully and will handle data in accordance with applicable UK data protection law. Any personal data we collect as part of the booking and service process will be used only for legitimate business purposes connected with delivering and administering the service.

Events outside our reasonable control may affect performance, including severe weather, transport disruption, supply shortages, strikes, utility outages, illness, or emergency restrictions. Where such an event occurs, we will not be in breach of contract if we are prevented or delayed from providing the service, provided we take reasonable steps to minimise disruption. If a force majeure event continues for an extended period, either party may have the right to end the affected booking on reasonable notice.

These terms are governed by the laws of England and Wales. Any dispute, claim, or disagreement arising out of or in connection with a booking or service will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law gives you the right to bring proceedings elsewhere. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in full force and effect.

We may assign or subcontract any part of the service where it is reasonable to do so, provided this does not materially reduce the quality or nature of the agreed work. You may not transfer your rights or obligations under these terms without our written consent. Any failure by us to enforce a right immediately does not mean that right is waived. A waiver must be given in writing to have legal effect.

These Terms and Conditions, together with the accepted booking details and any written amendments agreed by both parties, form the entire agreement between you and Cleaner Merton for the relevant service. They supersede any prior discussions, drafts, or informal understandings relating to the same booking. If you require clarification on any point, the interpretation that best aligns with the original service agreement and applicable UK law will apply.