Shepherdsbush Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Shepherdsbush Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming a schedule, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. If anything is unclear, the service agreement will be interpreted in line with standard UK contract principles and applicable consumer law.

Throughout this document, the expressions “we”, “us”, and “our” refer to Shepherdsbush Cleaners. The expressions “you” and “customer” refer to the person or business requesting cleaning services. These terms apply to regular cleaning, one-off cleaning, deep cleaning, end of tenancy cleaning, and other related cleaning services unless a separate written agreement states otherwise.

Our cleaning service terms are designed to provide clarity on what is included, how bookings are confirmed, when payment is due, how cancellations are handled, and what responsibilities each party has during the provision of the service. They also address liability, waste handling, and the law that governs any dispute.

Booking Process. A booking may be requested by phone, email, online form, messaging service, or any other method we make available from time to time. A request does not become a confirmed booking until we have accepted it and, where relevant, received any required deposit or advance payment. We may ask for information about the property, the type of cleaning required, access arrangements, the preferred date and time, and any specific instructions that may affect the service.

When you book Shepherdsbush Cleaners, you must ensure that all details provided are accurate and complete. This includes the size and condition of the property, the number of rooms, whether pets are present, whether parking or access restrictions apply, and whether any areas require specialist treatment. If the information supplied is incomplete or inaccurate, we may revise the price, adjust the timing, amend the scope of work, or, in some cases, cancel the booking if the service cannot be safely or reasonably delivered.

We reserve the right to decline or cancel a booking where the requested service would be unsafe, unlawful, impractical, or beyond our operational capacity. Confirmation may be provided in writing, by email, text message, or another durable medium. The confirmed booking time is only an estimated service window unless we expressly agree a fixed start time. If access is delayed, the service may still be charged in full or in part, depending on the circumstances.

Payment Terms. Unless agreed otherwise in writing, payment is due upon completion of the service on the same day. For recurring cleaning arrangements, we may require payment in advance, weekly, monthly, or by direct arrangement stated at the time of booking. If a deposit is requested, it will be used to secure the appointment and may be deducted from the final invoice or retained in accordance with these terms if the booking is cancelled late or if you fail to provide access.

Our prices may be quoted as hourly rates, fixed prices, or estimated charges based on the information you provide. Any estimate is given in good faith but is not binding if the actual work required differs materially from the description supplied at booking. Additional charges may apply for extra time, additional rooms, intensive stain removal, specialist products, waiting time, parking costs, congestion-related delays, or work requested on site that falls outside the original scope. Where possible, we will inform you before incurring such charges.

Payment may be made by bank transfer, card, cash, or another accepted method stated by us. If an invoice is issued, it must be paid by the due date shown on the invoice. Failure to pay on time may result in suspension of future services, recovery action, or the addition of lawful late-payment costs and interest where permitted under UK legislation. Any disputed amount must be raised promptly and in good faith, with the undisputed balance paid on time.

Cancellations and Rescheduling. If you need to cancel or change a booking, you must notify us as early as possible. Cancellations made with sufficient notice may not incur a charge, but we reserve the right to apply a fee where we have already reserved staff, equipment, transport, or time for your appointment. For short-notice cancellations, missed appointments, or refusal of access, we may charge the full amount or a reasonable proportion of the expected fee, depending on the circumstances and any costs already incurred.

Where a deposit has been paid, it may be non-refundable if the cancellation occurs within the notice period specified at booking or if the service slot cannot reasonably be reallocated. If we need to reschedule due to staff illness, adverse weather, equipment failure, safety concerns, or other operational reasons, we will aim to offer an alternative appointment. We are not responsible for indirect losses caused by rescheduling, provided we act reasonably and in accordance with these terms.

For recurring cleaning services, either party may request changes to the schedule by giving reasonable notice. Repeated last-minute cancellations or persistent changes may lead us to revise the service arrangement or end the contract. Where you are entitled to cancel under consumer law, any such rights remain unaffected by this section. However, if the service has already begun at your request and you asked us to attend on a specific date, your cancellation rights may be limited to the extent allowed by law.

Service Standards and Customer Responsibilities. We will carry out our work with reasonable care and skill, using appropriate methods and, where stated, suitable cleaning products and equipment. You agree to provide safe access to the property, a working water and electricity supply unless otherwise agreed, and any information needed to complete the service safely. You must also ensure that fragile items, valuables, confidential documents, and personal belongings are secured or removed where necessary before work begins.

Our team may refuse to clean areas that are dangerous, contaminated, or likely to cause damage if cleaned without specialist methods. Examples may include severe mould, bodily fluids, hazardous chemicals, biohazards, or structurally unsafe surfaces. If we discover such conditions during the visit, we may suspend the service, amend the task list, or charge for time spent on site where appropriate. We may also request that you remove obstacles, provide clearer access, or confirm instructions before continuing.

You are responsible for informing us of any known risks, including infestations, hidden damage, delicate finishes, alarm systems, pets, or equipment that must not be disturbed. If you ask us to use specific products, we may decline if they are unsuitable, unsafe, or inconsistent with our own policies. Any instructions must be lawful and reasonable. We may remove ourselves from the property if we consider that continuing would create a health, safety, or compliance concern.

Liability. Shepherdsbush Cleaners accepts responsibility for loss or damage caused by our proven negligence, subject to the limitations set out below and any rights you have under the Consumer Rights Act 2015 or other applicable law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Nothing in these terms is intended to limit your statutory rights.

To the fullest extent permitted by law, we are not liable for damage arising from pre-existing faults, wear and tear, unsuitable materials, hidden defects, poor maintenance, unsecured items, inaccurate information, or the use of products or methods requested by you against our advice. We are also not liable for delays, service interruptions, or missed appointments caused by events outside our reasonable control, including severe weather, transport disruption, industrial action, utility failures, or emergency incidents.

Any claim for loss or damage must be notified to us as soon as reasonably possible and, in any event, within a reasonable time after the service. You should provide supporting information and allow us a fair opportunity to inspect the issue or review relevant evidence. Where liability is established, our preference is to repair, re-clean, replace, or compensate as appropriate, rather than automatically provide a cash payment. Our total liability for any claim arising from a single booking will not exceed the amount paid for that booking, except where a different limit is required by law.

Waste Regulations and Disposal. Any waste removed during the provision of the service will be handled in accordance with applicable UK waste management rules, environmental duties, and local disposal requirements where relevant. We will not dispose of regulated, hazardous, clinical, electrical, or controlled waste unless this has been expressly agreed in writing and we have the lawful ability to do so. Standard domestic waste arising from normal cleaning may be bagged and placed in the appropriate receptacle if you have given permission and suitable bins are available.

You remain responsible for confirming the correct method of disposal for any items not ordinarily treated as cleaning waste. This includes broken glass, sharp objects, confidential documents, personal data, medicines, batteries, paint, solvents, and similar materials. If we reasonably believe an item is unsafe, unlawful, or inappropriate to move or dispose of, we may leave it untouched and inform you. Any special collection or disposal service requested by you may be charged separately and may require prior written agreement.

If we transport waste as part of an agreed service, we will do so only where lawful and in line with our operational procedures. We may refuse to remove items that present a risk to health, safety, or compliance. You agree not to place illegal, hazardous, or unlabelled substances among the items to be cleared, and to disclose any matter that could trigger extra handling obligations. Failure to do so may result in cancellation, additional charges, or refusal of further service.

Privacy and property care are important to us. We will take reasonable steps to protect your premises, belongings, and data while carrying out the service. However, you acknowledge that cleaning work may require movement around the property, contact with surfaces, and use of equipment in occupied spaces. It is your responsibility to back up digital devices, secure private information, and remove items that you do not want handled. We are not responsible for accidental exposure of unsecured items left in plain view unless caused by our negligence.

We may take internal notes regarding booking details, cleaning preferences, access arrangements, and service history for operational and record-keeping purposes. Any personal data we process will be handled in accordance with applicable UK data protection law and our privacy obligations. We will not use your information for purposes unrelated to service delivery unless permitted by law or with your consent.

Changes to These Terms. We may update these terms from time to time to reflect changes in the law, our procedures, payment methods, or the services we offer. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or is specifically agreed otherwise. Updated terms will take effect when published or otherwise communicated to you.

Termination. Either party may end an ongoing service arrangement by giving reasonable notice, unless a shorter period is justified by misconduct, non-payment, unsafe conditions, or repeated breach of these terms. We may terminate immediately if you fail to pay, obstruct our work, expose our staff to danger, request unlawful conduct, or behave in a threatening or abusive manner. If the contract ends, you must pay for all work completed and any lawful costs already incurred.

Force Majeure and Delays. We shall not be liable for failure or delay in performing our obligations where the cause is outside our reasonable control. This includes, without limitation, extreme weather, fire, flood, epidemic restrictions, supply chain disruption, staff illness, public transport failure, road closures, and government action. If such an event continues for an extended period, either party may discuss rearranging or ending the booking without penalty to the extent allowed by law.

The remaining provisions of these terms will continue to apply even if part of the agreement is found unenforceable. No failure or delay by us in enforcing any right shall operate as a waiver of that right. Any variation to these terms must be agreed by us in writing. These terms and conditions for Shepherdsbush Cleaners form the entire agreement between the parties regarding the service, unless replaced or supplemented by a separate written contract.

Governing Law. These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. If you live in Scotland or Northern Ireland, your mandatory consumer rights under applicable local law are not affected where they cannot lawfully be excluded. Any court proceedings shall be brought in the courts having appropriate jurisdiction within the United Kingdom.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these Shepherdsbush Cleaners service terms. You also confirm that you are authorised to request the services on behalf of the property owner or occupier where necessary. If you are booking on behalf of a business, you warrant that you have authority to bind that business to these terms and any agreed quotation or invoice.