Terms and Conditions for Cleaners Swisscottage
These Terms and Conditions set out the basis on which Cleaners Swisscottage provides domestic and commercial cleaning services in the United Kingdom. By making a booking, the customer agrees to these terms in full. The purpose of this document is to create a clear, fair, and practical agreement covering the booking process, payments, cancellations, service limitations, liability, and the handling of waste in line with applicable law. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply.
In these terms, references to “we”, “us”, and “our” mean the cleaning service provider operating under the name Cleaners Swisscottage, and “you” or “the customer” means the person, business, or organisation requesting the service. These terms apply to all cleaning appointments, including one-off cleans, recurring cleans, deep cleaning, end-of-tenancy cleaning, and any additional tasks agreed in advance. Acceptance of a quotation, confirmation of a booking, or allowing our cleaners to begin work will be treated as acceptance of these terms.
We reserve the right to update or amend these terms from time to time. Any updated version will apply to future bookings and, where relevant, to ongoing services from the date notified or published. Customers are responsible for reviewing the latest version before confirming a booking. These terms are intended to support a professional service relationship, reduce misunderstandings, and ensure that the cleaning arrangements are carried out with clarity and reasonable expectations on both sides.
Booking Process
All bookings with Cleaners Swisscottage must be arranged through an accepted communication channel and are subject to availability. A booking is not confirmed until we have acknowledged the request, confirmed the service details, and, where required, received any applicable deposit or advance payment. The customer must provide accurate information at the time of booking, including the property type, size, condition, access arrangements, and any requested cleaning tasks. If the information supplied is incomplete or inaccurate, the quoted price or time allocated may need to be adjusted.
We may request photographs, property details, or a brief description of the areas to be cleaned in order to provide an accurate estimate. Any quotation provided is based on the information available at the time and may be revised if the actual condition of the premises differs materially from what was described. If a cleaning appointment requires specialist equipment, additional labour, or extra time, this may be treated as an amended service and priced accordingly. The customer will normally be informed before work continues if an adjustment is necessary.
Bookings are offered subject to staff availability, travel schedules, and operational capacity. We will make reasonable efforts to attend at the agreed time, but arrival windows may be affected by traffic, weather, or prior service overruns. If a cleaner is unable to attend due to illness, emergency, or another unavoidable event, we may offer a substitute cleaner, reschedule the appointment, or provide a refund for any prepaid amount that relates to the cancelled visit. No guarantee is made that the same cleaner will attend every visit, although continuity may be attempted where practical.
The customer must ensure that the property is safe and accessible at the scheduled time. This includes providing working entry arrangements, suitable instructions for access, and notice of any security systems, restricted areas, or fragile surfaces. If we are unable to enter the premises because of missing keys, incorrect codes, or the customer’s absence where attendance is required, the appointment may be treated as a late cancellation or a wasted visit. In such cases, a charge may apply to cover time and travel costs.
Any special instructions relating to pets, children, delicate items, or restricted cleaning products should be provided before the appointment begins. Where a customer asks us to use particular products, the customer accepts responsibility for ensuring those products are suitable for the surfaces and materials present. We may refuse to use products that we reasonably consider unsafe, unsuitable, or inconsistent with our health and safety obligations. We also reserve the right to decline tasks that fall outside our standard service scope unless separately agreed.
If a customer wishes to change the service date, time, or scope of work, reasonable notice should be given. We will try to accommodate changes where possible, but we are not obliged to do so if the requested amendment cannot be fit into the schedule or would materially alter the agreed service. Any change to the booking may result in a revised price, altered duration, or different staffing arrangement. Confirmation of any change should be treated as part of the contract for that booking.
Payments
All prices are quoted in pounds sterling and may be stated inclusive or exclusive of applicable taxes, depending on the service structure offered at the time of booking. Payment terms will be confirmed before the service begins. For one-off appointments, payment may be required in advance, on the day of service, or immediately after completion, depending on the arrangement agreed. For recurring services or business customers, invoices may be issued with a stated due date. Cleaners Swisscottage reserves the right to require prepayment for first-time bookings, larger jobs, or high-risk appointments.
Unless otherwise agreed in writing, payment must be made in full and without set-off, deduction, or withholding. The customer is responsible for ensuring that funds are available and that payment methods remain valid. If payment is not received by the due date, we may charge reasonable late payment fees or interest where permitted by law, and we may suspend or cancel further services until all outstanding sums are settled. Any costs incurred in recovering unpaid invoices may also be recovered to the extent allowed by law.
Quoted prices are based on the time, effort, and resources reasonably expected for the agreed service. If additional work is requested during the appointment, or if the condition of the property is significantly worse than described, extra charges may apply. We will try to explain the basis of any additional cost before proceeding, but where immediate action is needed to complete the work safely or effectively, the customer agrees to pay a fair and reasonable supplement. Discounts, promotions, or package prices may be withdrawn at any time for future bookings.
Cleaners Swisscottage does not accept responsibility for banking charges, currency conversion fees, or other third-party payment processing costs imposed by the customer’s financial institution. If a payment is reversed, charged back, or found to be fraudulent, we may suspend services and seek recovery of the outstanding amount together with any associated administrative or legal expenses. Receipts or invoices may be issued electronically and are considered valid proof of payment when recorded as successful in our systems.
Cancellations, Rescheduling, and Non-Attendance
Customers may cancel or reschedule a booking by giving reasonable notice. The exact notice period may vary depending on the type of service, but shorter notice is likely to result in a cancellation charge. Unless a different rule has been agreed, cancellations made too close to the appointment time may be charged in full or in part to reflect the loss of business time, allocated staff, and travel preparation. This applies whether the cancellation is made directly by the customer or results from the customer’s failure to provide access.
If the customer is not present when attendance is required, does not provide access, or otherwise prevents the service from taking place, the appointment may be treated as a missed visit. In such circumstances, the full fee or a reasonable proportion of it may still be payable. We are not obliged to wait beyond a reasonable period if no alternative arrangements have been agreed. Where repeated missed visits or frequent changes create operational difficulty, we may withdraw future availability on notice.
If we must cancel a booking, we will aim to inform the customer as soon as reasonably possible and offer an alternative date, a substitute cleaner, or a refund of any prepaid amount for the cancelled service. We will not be liable for losses arising from cancellation caused by events outside our control, including severe weather, transport disruption, public health restrictions, industrial action, or emergency incidents. In such situations, any refunded amount will be limited to sums paid for the affected service and will not include indirect or consequential losses.
Liability and Limitations
We take reasonable care when carrying out all cleaning services, but some risks are unavoidable in any property environment. The customer should remove or secure valuables, fragile objects, sentimental items, confidential documents, and items of exceptional value before the appointment begins. Cleaners Swisscottage will not be responsible for damage caused by pre-existing defects, wear and tear, unsuitable materials, hidden faults, or items that are unstable, improperly fixed, or already weakened. Customers should notify us in advance of any known vulnerabilities.
Our liability for loss or damage caused by our negligence, breach of contract, or failure to exercise reasonable care will be limited to the direct loss suffered and, where appropriate, to the amount paid for the relevant service or a fair proportion of it. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited under UK law. Nothing in these terms affects your statutory rights as a consumer.
We are not liable for indirect, incidental, special, or consequential losses, including loss of profit, loss of opportunity, business interruption, or emotional distress, unless such liability cannot be excluded by law. Customers are responsible for ensuring that the service requested is suitable for the property and that any necessary permissions are in place, such as landlord consent, building access approval, or management permissions. If third-party instructions conflict with the customer’s requests, the customer should resolve the issue before the appointment.
Where our cleaners handle electrical appliances, fixtures, or cleaning agents, they will do so in a careful and reasonable manner. However, we cannot guarantee the outcome on heavily stained, aged, or delicate surfaces. Certain marks, limescale, ingrained dirt, mould, or paint transfer may not be fully removable without specialist treatment, and we do not promise restoration to a brand-new condition. Any estimate of results should be understood as a professional cleaning standard, not a guarantee of perfection.
Waste Regulations and Property Standards
Cleaners Swisscottage will carry out waste handling in line with applicable UK waste laws, environmental duties, and property-specific rules. Cleaning waste, packaging, and minor debris generated by the service may be collected and disposed of responsibly where this is part of the agreed work. We will not remove hazardous waste, clinical waste, asbestos, sharps, chemicals requiring specialist disposal, or any material that requires a licensed waste carrier or specialist contractor, unless expressly agreed in advance and lawfully permitted.
The customer is responsible for informing us of any waste items that require special handling, including broken glass, bodily fluids, pest-related debris, mould contamination, or items contaminated by hazardous substances. If such materials are discovered during a booking and were not declared in advance, we may stop work, request appropriate instructions, or refer the matter to a specialist service. We may also decline to continue if the task would place our staff at risk or create a breach of environmental or safety obligations.
Waste must not be left in a condition that creates a hazard for staff, residents, neighbours, or other building users. The customer should provide appropriate disposal facilities where required, such as refuse bins, recycling arrangements, or designated collection points. If waste must be bagged or moved as part of the service, we will do so only to the extent that it is safe and lawful. We reserve the right to charge extra for unusually heavy, excessive, or contaminated waste handling, subject to prior agreement where reasonably possible.
If the property contains materials that may be regulated under environmental or health legislation, the customer must disclose this before the booking is confirmed. We may request that certain items are removed, isolated, or dealt with by another contractor before our cleaners attend. The customer agrees that our staff will not be asked to breach any legal requirement in order to complete the work. Any refusal to handle a particular waste item in accordance with law will not be treated as a failure of service.
Health, Safety, and Service Conditions
We are committed to maintaining safe working conditions for our staff and customers. The customer must ensure that the property is reasonably safe to enter and clean, including sufficient lighting, stable flooring, and the absence of immediate hazards wherever possible. If a cleaner identifies a serious safety issue, they may suspend work until the hazard is addressed. This may include exposed wires, aggressive animals, unsafe structures, or unsanitary conditions that cannot reasonably be managed with standard precautions.
Our cleaners may refuse to perform tasks that are illegal, unsafe, or beyond the agreed service specification. This includes lifting heavy objects without assistance, handling dangerous substances, or entering confined spaces. We may also refuse to use equipment or products that are damaged, expired, or unsafe. If the customer insists on a practice that our staff reasonably believe may create risk, we reserve the right to stop the appointment and charge for time already spent.
Customers must ensure that children, pets, and other occupants do not interfere with the cleaning process in a way that creates danger or prevents work from being completed properly. We are not responsible for supervising occupants or securing valuables. The customer should also advise us of any medical, allergy, or access considerations that are relevant to the service, so that reasonable steps can be taken. While we will act with care, we cannot guarantee an entirely allergen-free or hazard-free environment.
Governing Law and General Provisions
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless the customer is entitled by law to bring proceedings elsewhere. Nothing in this clause removes any rights that may be available to consumers under mandatory legal provisions.
If any part of these terms is found invalid, unlawful, or unenforceable, that part shall be treated as removed to the minimum extent necessary, and the remainder will continue in full force. Any failure or delay by us in enforcing a right or remedy shall not operate as a waiver of that right or remedy. Headings are included for convenience only and do not affect interpretation. References to written confirmation may include email or other durable electronic records, where appropriate.
These terms form the entire agreement between the customer and Cleaners Swisscottage in relation to the booking in question, unless expressly varied in writing. No statement made in advertising or informal discussion shall override these terms unless confirmed as part of the booking. By confirming a service, the customer acknowledges that they have read, understood, and agreed to be bound by these conditions. The aim is to provide a dependable, lawful, and transparent cleaning service arrangement for all parties.