Cleaner Pimlico Service Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaner Pimlico (“we”, “us”, “our”) to the customer (“you”, “your”). By making a booking, confirming an appointment, or allowing our cleaner to carry out work at your premises, you agree to be bound by these terms. Please read them carefully before requesting any service. If you do not agree with any part of these terms, you should not proceed with a booking.

These terms apply to domestic and small-scale commercial cleaning services unless a separate written agreement states otherwise. They are intended to create clarity around the cleaning service, the responsibilities of both parties, and the limits of our liability. We aim to provide a professional and reliable Cleaner Pimlico service with transparent rules covering booking, payment, cancellations, waste handling, and legal obligations.

References to “cleaning”, “clean”, “service”, or “appointment” include all routine and specialist cleaning tasks agreed at the time of booking. Any additional work requested on the day may be accepted or declined at our discretion and may be subject to extra charges. These terms are designed to support fair service delivery and prevent misunderstandings.

1. Booking Process

Bookings may be made through the methods we make available from time to time. A booking is not confirmed until we have accepted the requested date, time, scope of work, and any applicable price estimate or fixed fee. We may request further information before confirming a booking, including access details, property condition, parking restrictions, or any special requirements relevant to the cleaning appointment.

When you book Cleaner Pimlico, you are responsible for ensuring that all details you provide are complete and accurate. This includes the service address, contact information, the type of cleaning required, the size and condition of the premises, and any items or areas that need special attention. If the information you supply is inaccurate or incomplete, we may revise the price, adjust the service plan, or refuse to carry out the service if performance would be unreasonable or unsafe.

We reserve the right to assign a different cleaner or team member if operational needs require it, provided the service standard remains appropriate. Appointment times are estimates unless expressly stated otherwise. While we work to arrive on time, delays may occur due to traffic, prior jobs, access issues, weather, or circumstances beyond our control. In such cases, we will aim to keep you informed and offer a revised arrival window where reasonably possible.

2. Service Scope and Customer Responsibilities

The service scope will be based on the agreed booking description, the premises condition, and any specific instructions given before the appointment. Unless clearly included, we do not assume responsibility for tasks outside the stated service, such as heavy lifting, specialist stain removal, dismantling of fixtures, or work requiring trade-specific qualifications. Any task that involves risk, excessive force, or specialist equipment may be declined.

You must ensure the property is safe and accessible when we attend. This includes providing entry instructions, unlocking relevant areas, and making sure pets are secured, valuables are stored safely, and any hazards are disclosed in advance. If the premises contain broken glass, unstable items, exposed wires, bodily fluids, mould, infestations, or other hazardous conditions, you must notify us before the appointment. We may suspend or refuse the service if conditions are unsafe.

You are also responsible for removing or protecting fragile, valuable, sentimental, or irreplaceable items before the appointment unless we have expressly agreed to handle them. Cleaner Pimlico cleaning services are provided on the basis that the customer has taken reasonable steps to prevent damage from pre-existing faults, unstable fittings, and hidden defects. We are not responsible for damage caused by items that were already loose, defective, poorly fixed, or unsuitable for cleaning.

3. Payments and Charges

Prices may be quoted as fixed fees, hourly rates, or estimated charges depending on the type of work requested. Any estimate is based on the information available at the time of booking and may change if the scope of work differs materially from what was described. If the cleaner arrives and the property requires more time, labour, or materials than originally anticipated, additional charges may apply. We will normally explain such changes before continuing where practical.

Payment terms will be confirmed at booking or on the invoice. Unless otherwise agreed in writing, payment is due immediately upon completion of the service or before the service begins where prepayment is required. We may accept bank transfer, card payment, online payment, or another method we choose to offer. Failure to pay on time may result in cancellation of future bookings, recovery action, and any associated costs permitted by law.

Discounts, promotions, or special offers are offered at our discretion and may be withdrawn or amended without notice. They apply only to the stated service and period and cannot usually be combined unless we agree otherwise. If an invoice remains unpaid after the due date, we may charge reasonable administrative fees, interest where permitted, and costs arising from collection of the debt. All prices are inclusive or exclusive of VAT only where stated.

4. Cancellations, Rescheduling, and Access Issues

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type of service and the size of the appointment. If you cancel too close to the appointment time, fail to provide access, or are not present when attendance is required, we may charge a cancellation fee or the full fee if the appointment has been reserved exclusively for you and the cleaner has already been dispatched.

If we need to cancel or reschedule, we will use reasonable efforts to offer an alternative appointment. We are not liable for any indirect loss caused by a change in timing, such as missed events, delayed handovers, or disruption to your own arrangements, provided we acted reasonably and in good faith. Force majeure events, including severe weather, accidents, illness, public emergencies, transport disruption, or utility failures, may also require us to postpone or cancel a booking without liability.

Where access cannot be obtained due to incorrect instructions, missing keys, faulty entry systems, or unavailable keyholders, the appointment may be treated as a late cancellation or unsuccessful visit. Any wasted travel time, parking charges, waiting time, or similar costs reasonably incurred may be charged to you. We recommend that you ensure all access arrangements are in place before the scheduled start time.

5. Liability and Limitations

We will exercise reasonable skill and care when providing the service. However, to the fullest extent permitted by law, we will not be liable for loss or damage arising from pre-existing defects, ordinary wear and tear, hidden faults, or your failure to follow our instructions. This includes damage to items that are old, fragile, poorly maintained, improperly assembled, or unsuitable for the cleaning method used.

If you believe damage has occurred during the service, you must notify us as soon as reasonably possible and in any event within a reasonable time after the appointment. You should retain the damaged item and, where appropriate, provide photographs and any relevant information so the matter can be investigated. You must take reasonable steps to mitigate any loss. We may decline liability where the damage was not caused by our negligence or where there is insufficient evidence to assess the claim.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Subject to that, our total liability for any claim arising from a single booking will not exceed the amount paid or payable for the relevant service, unless applicable law requires otherwise. We shall not be responsible for indirect, special, or consequential losses, including loss of profit, business interruption, or loss of opportunity.

6. Waste Regulations and Disposal

Our cleaning services may generate waste such as packaging, dust, disposable cloths, empty product containers, and general refuse. Unless agreed otherwise, we will bag and remove ordinary waste only where lawful and practical, and only as part of the booked service. We do not carry out waste removal services that require licensing, specialist transport, or disposal as controlled waste unless such work has been expressly agreed and all legal requirements are met.

You are responsible for ensuring that waste created by the property or by the cleaning process can be disposed of lawfully. Hazardous materials, sharp objects, clinical waste, chemical residues, asbestos-containing materials, and other regulated items must be disclosed in advance and must not be handled unless we have expressly agreed and are legally permitted to do so. If we encounter prohibited waste, we may stop work and leave the item in place for your own lawful disposal.

We will comply with applicable UK waste regulations, including any duties relating to safe handling, storage, segregation, and disposal. You must not ask us to dispose of items in a manner that would breach environmental, safety, or local authority rules. If the service involves removal of rubbish from a premises, you are responsible for confirming that the items are suitable for collection and that no special permits, consents, or classifications are required unless previously agreed in writing.

7. Customer Property, Keys, and Security

Where keys, alarm codes, fobs, or access instructions are provided, they will be handled with reasonable care. You remain responsible for ensuring that access arrangements are accurate and that any third-party permissions are in place. We may retain a record of keys or access details only for operational purposes and may return them on request or when the service arrangement ends. We are not liable for loss resulting from instructions that were unclear, incorrect, or changed without notice.

Any items found during cleaning and believed to be of value may be set aside in a safe location within the premises where reasonably possible. We do not provide secure storage, custodial services, or inventory verification unless expressly agreed. You should check the property promptly after the service and notify us of any missing items or security concerns as soon as possible.

If you ask us to clean when you are absent, you authorise us to enter and leave the property using the agreed access arrangements. It is your responsibility to ensure that doors and windows can be secured when we finish. We accept no responsibility for unauthorised entry caused by defective locks, insecure windows, or the actions of third parties outside our control.

8. Complaints, Remedies, and General Provisions

If you are dissatisfied with any aspect of the service, you should notify us promptly and give us a reasonable opportunity to review the issue. Where appropriate, we may return to rectify work that has not been carried out in accordance with the agreed scope, provided the complaint is made within a reasonable period and the issue has not been caused by circumstances outside our control.

These terms may be updated from time to time to reflect changes in our operations, legal obligations, or service offerings. The version in force at the time of booking will generally apply to that booking unless a later change is required by law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect. No failure or delay in enforcing any right will operate as a waiver of that right.

This agreement is between you and Cleaner Pimlico and does not create rights for any third party unless expressly stated otherwise. You may not assign or transfer your rights under these terms without our consent. We may assign or subcontract any part of the service where reasonably necessary, provided this does not materially reduce the service standard.

9. Governing Law

These Terms and Conditions, 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. The courts of England and Wales shall have exclusive jurisdiction over any dispute, unless mandatory consumer law provides otherwise.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these Cleaner Pimlico terms.