Cleaners Tockwell Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners Tockwell provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing our cleaning team to begin work, you agree to these terms. Please read them carefully before using our cleaning services. They are designed to create clarity on what is included, how bookings are managed, when payments are due, how cancellations operate, and how responsibility is allocated if something goes wrong.

In these terms, references to “we”, “us”, and “our” mean Cleaners Tockwell. References to “you” or “the customer” mean the individual or business requesting services. These terms apply to one-off cleans, regular domestic cleaning, office cleaning, end-of-tenancy cleans, after-builders cleans, and any other cleaning service supplied by us unless a separate written agreement states otherwise. Where there is any inconsistency between these terms and a written quote or service confirmation, the written quote or confirmation will usually take priority for the specific booking.

We aim to provide a reliable cleaner service with transparent processes. However, cleaning outcomes can depend on the condition of the property, access to the premises, the level of dirt or contamination, the materials present, and the suitability of available cleaning methods. For that reason, our obligations are to provide reasonable care and skill, not to guarantee a particular cosmetic result in every situation. Nothing in these terms affects your statutory rights under UK consumer law.

Booking Process

A booking with Cleaners Tockwell is usually made after the customer provides details of the property, the type of clean required, the size or approximate condition of the premises, and the preferred date and time. We may ask for photographs, a short description, or other information to help us assess the job and allocate the appropriate time, equipment, and staffing. Any quote provided before a visit is based on the information supplied and may be revised if the actual conditions differ materially from those described.

A booking is only confirmed once we have accepted the request, confirmed the service scope, and, where required, received any deposit or advance payment. We reserve the right to refuse or decline any booking at our discretion, including where the premises are unsafe, access is restricted, the requested work is outside our normal service range, or the customer has an outstanding balance from a previous engagement. If we attend a property and cannot perform the service because access is denied, the booking may still be chargeable.

It is your responsibility to ensure that the details supplied at the time of booking are accurate. This includes the address, parking arrangements, access instructions, alarm codes, presence of pets, and any areas requiring special attention. If the booking is based on an estimated duration, that estimate may change once the work begins if the actual amount of cleaning is greater than expected. We may recommend a longer visit, a different type of service, or additional visits where a single appointment is not reasonably sufficient.

Service Delivery and Customer Responsibilities

When our cleaning company arrives, you must ensure that the property is reasonably safe and accessible. This means providing working access, securing any pets that may interfere with the work, and removing valuables, sensitive documents, and fragile items where appropriate. We may ask that breakable, irreplaceable, or high-value items are moved or identified before cleaning starts. Unless otherwise agreed, we do not move heavy furniture, disconnect appliances, or carry out tasks that pose a manual handling risk or require specialist qualifications.

The customer should provide, where required, access to electricity, hot and cold water, and an appropriate waste disposal point. If the service is arranged as a supply-inclusive clean, we will bring suitable products and equipment. If the service is arranged on a customer-supply basis, you are responsible for ensuring the products are available, in date, and safe for normal domestic or commercial use. We may refuse to use products that are unlabelled, unsuitable, or likely to damage surfaces.

Where the cleaning service is time-based, the team will work diligently during the booked period and prioritise the agreed areas. If the property is particularly neglected, cluttered, or contaminated, we may not be able to complete every task within the allotted time. In those circumstances, the cleaning team may focus on the highest-priority areas and advise that an additional appointment is needed. Any change in scope should be confirmed as soon as reasonably possible.

Payments

Prices for Cleaners Tockwell services will usually be set out in the quotation, booking confirmation, or agreed service plan. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. We may adjust our rates from time to time, but any change will not affect a confirmed booking already accepted at a fixed price unless the scope of work changes or the information originally provided was materially inaccurate.

Payment is due in accordance with the terms communicated at the point of booking. For many services, payment is required immediately after the work is completed, though some customers may be required to pay in advance or pay a deposit before the appointment is secured. We may use bank transfer, card payment, direct debit, or another agreed method. If payment is not received on time, we reserve the right to suspend further services, charge reasonable recovery costs, and recover any lawful interest or charges permitted under applicable UK law.

Unless explicitly agreed otherwise, quotes are based on the assumed labour time, the standard level of cleaning required, and the service described at booking. Additional charges may arise if the property condition is significantly worse than declared, if extra time is needed, if parking or access costs are incurred, or if the customer requests extra tasks during the visit. We will normally explain these charges before continuing where it is reasonably possible to do so. No set-off or deduction may be made from sums due unless required by law.

Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. The notice period required may vary depending on the type of service and the size of the booking, but shorter notice may result in a charge if we have already allocated staff, purchased materials, or incurred travel or administrative costs. If you cancel at very short notice, fail to provide access, or are not present where attendance is required, we may charge a late cancellation fee or the full appointment fee where lawful and proportionate.

We may also need to reschedule or cancel a booking due to circumstances beyond our reasonable control, including severe weather, illness, traffic disruption, equipment failure, safety concerns, or the unavailability of a suitable operative. In such cases, we will try to rearrange the appointment promptly. If we cancel a booking and no alternative date is suitable, any prepaid amount for the cancelled service will normally be refunded for the unperformed element only, unless the cancellation arose from your breach of these terms or from information you provided inaccurately.

If the service cannot begin or continue because of conditions at the property, such as unsafe access, dangerous substances, unresolved pest infestation, lack of water or power where needed, or aggressive behaviour by occupants or animals, we may terminate or pause the appointment. In these cases, the visit may still be chargeable in full or in part. This approach is necessary to protect staff welfare and to ensure the service can be delivered safely and lawfully.

Liability and Limitations

Cleaners Tockwell will exercise reasonable care and skill in providing its services. However, our liability is limited to direct losses that are foreseeable and caused by our proven negligence or breach of contract. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any matter for which liability cannot legally be restricted under UK law.

We are not responsible for pre-existing damage, hidden defects, manufacturing faults, wear and tear, or damage caused by items that were already unstable, incorrectly installed, or unsuitable for cleaning. This includes damage to loose paint, ageing seals, weak grout, fragile trims, poorly fixed fittings, porous surfaces, or items that were already compromised before the service began. Where appropriate, we may ask you to identify delicate areas or materials before work commences.

To the maximum extent permitted by law, we will not be liable for indirect, incidental, or consequential loss, loss of profit, business interruption, or loss arising from delayed completion of a project or event. Where a valid claim is established, our total liability for any one booking will not exceed the amount paid or payable for the specific service giving rise to the claim, unless a higher amount is required by law. You should notify us of any issue as soon as reasonably possible after the service so that we can inspect and, where appropriate, attempt a remedy.

Waste Regulations and Environmental Compliance

Our cleaning company terms require both parties to comply with applicable waste and environmental regulations. We will manage waste generated during the service in a lawful and responsible way. This may include separating general waste, recyclable materials, used consumables, and contaminated items where appropriate. We will not dispose of hazardous materials, medical waste, sharps, asbestos, chemicals requiring specialist treatment, or any item regulated as controlled waste unless this has been expressly agreed in writing and can be lawfully handled.

The customer is responsible for informing us in advance if the property contains potentially hazardous waste or unusual disposal requirements. If such materials are discovered during the service, we may stop work in the affected area and request further instructions. Any additional handling, segregation, transport, or disposal costs may be chargeable. We reserve the right to refuse any task that would place our staff in breach of waste, health and safety, or environmental law.

Where our team removes waste from the property as part of the agreed service, ownership of that waste transfers only to the extent permitted by law and only for lawful disposal. The customer must not ask us to dispose of items in a manner that is illegal, unsafe, or contrary to local waste rules. We may require evidence of proper disposal arrangements for specialist waste and may decline any instruction that creates a compliance risk. This policy helps ensure that our cleaning services remain lawful and environmentally responsible.

Changes to Terms, Complaints, and General Provisions

We may update these terms from time to time to reflect changes in law, commercial practice, or our service model. Any updated version will apply from the date it is published or otherwise communicated for future bookings. Changes will not usually affect a booking that has already been confirmed unless the customer agrees or the change is required by law. The latest version of these terms should always be read alongside any specific quotation or written service agreement.

If you are dissatisfied with any aspect of a service, you should notify us promptly and provide reasonable detail so that we can investigate. We may, at our discretion and without admitting liability, offer a re-clean, partial refund, or another appropriate remedy if we consider the complaint justified. This does not affect any statutory rights you may have as a consumer or business customer under UK law. Any complaint should be made within a reasonable time after completion of the work.

If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply. A failure by us to enforce any part of these terms on one occasion does not mean we waive our right to enforce them later. You may not transfer your rights under these terms without our written consent. We may assign or transfer our rights and obligations where this does not materially affect your rights as a customer.

Governing Law

These terms and any dispute or claim arising from or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you may also have rights under mandatory local consumer protection laws that apply in your jurisdiction, and nothing in these terms is intended to remove those rights where they cannot legally be waived.

The parties agree that the courts of England and Wales shall have jurisdiction over disputes arising under these terms, subject to any mandatory rights of consumers to bring proceedings in another competent UK court where permitted by law. By using the services of Cleaners Tockwell, you acknowledge that these terms form the basis of the contractual relationship for the relevant booking and that they are intended to operate in a fair, lawful, and practical manner.