Terms and Conditions for Bermondsey Cleaner

These terms and conditions set out the basis on which Bermondsey Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing access for a scheduled service, the customer agrees to these terms. These conditions are intended to create a clear and fair arrangement for both parties, covering the booking process, payments, cancellations, liability, waste handling, and the legal framework that applies to the service.

In these terms, “we”, “us”, and “our” refer to Bermondsey Cleaner, and “you” or “the customer” refer to the person or business arranging the service. The scope of services may include standard cleaning, deep cleaning, end of tenancy cleaning, office cleaning, and other agreed cleaning tasks. Any service may be subject to availability, property access, and the condition of the premises at the time of attendance.

These terms are written to support transparency and to avoid misunderstanding about what is included in a booking. Unless otherwise agreed in writing, all services are provided in line with reasonable care and skill, using standard professional cleaning methods. Nothing in these terms affects your statutory rights as a consumer where applicable.

Booking process

A booking with Bermondsey Cleaner is only confirmed once we have accepted your request and, where required, received any deposit or advance payment stated at the time of booking. A booking request may be made by phone, email, online form, or other communication method we make available. When you book a cleaning service, you are responsible for ensuring that all information provided is accurate, including the address, service type, property access arrangements, preferred date, and any special requirements.

We may ask for photographs, descriptions of the property, or other information to assess the likely duration and nature of the service. This helps us allocate the right team, equipment, and time. If the details provided later prove to be incorrect or incomplete, we reserve the right to adjust the price, amend the service scope, or cancel the booking if the service cannot reasonably be delivered as planned.

Appointment times are estimates unless we expressly state otherwise. While we aim to arrive within the agreed window, delays may occur due to traffic, weather, access issues, or earlier jobs running over. We will try to keep you informed where possible. The customer must ensure that the property is accessible on the agreed date and that any relevant instructions are communicated in advance.

For safety and service quality, we may refuse to undertake tasks that are unlawful, unsafe, or outside the agreed scope. If the service requested changes after booking, we may treat this as a new request or a revised quotation. Any extra work must be approved before it is carried out.

Payments and pricing

Prices for cleaning services may be quoted as a fixed fee, hourly rate, or based on the size and condition of the property. All prices are stated in pounds sterling unless otherwise indicated. A quotation is based on the information supplied at the time and may be revised if the actual condition, access, or work required differs materially from what was described.

Unless stated otherwise, payment is due immediately on completion of the service. In some cases, an advance payment, deposit, or pre-authorisation may be required at the time of booking. Where a deposit is taken, it may be non-refundable to cover administrative costs and reserved time, except where cancellation rights or legal obligations require otherwise.

We may accept payment by bank transfer, debit card, credit card, or another method agreed in advance. If payment is not received when due, we reserve the right to charge interest or recover reasonable costs associated with collection, subject to applicable law. We may also suspend future bookings until outstanding sums are settled.

If the customer disputes an invoice, they must notify us promptly with clear reasons and any supporting information. Undisputed amounts remain payable on time. Any discount, promotional rate, or special offer will apply only where expressly stated and may be withdrawn or modified at our discretion before booking confirmation.

Cancellations, rescheduling, and customer obligations

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type of service, the size of the booking, and whether staff or resources have already been allocated. Where a cancellation is made too late to reassign the booking, a cancellation fee may apply. This may include the full amount, part of the amount, or the forfeiture of any deposit already paid.

If you need to change the booking date or service details, please notify us as soon as possible. We will do our best to accommodate reasonable changes, but we cannot guarantee availability. Repeat short-notice changes may result in a revised price or require a new booking altogether.

We may cancel or postpone a service if circumstances beyond our control make attendance impractical or unsafe. Such circumstances may include severe weather, staff illness, traffic disruption, emergency incidents, or lack of access. Where possible, we will offer a new appointment. Our liability for cancellation in these circumstances is limited to rescheduling or refunding amounts paid for the unprovided part of the service, in line with these terms and the law.

The customer must ensure that the property is ready for cleaning. This includes providing safe access, working utilities where necessary, and removal of personal valuables or fragile items that are not to be handled. Unless agreed otherwise, we do not move excessively heavy items, climb unstable structures, or enter areas that are unsafe.

You are also responsible for advising us of any health, safety, or access concerns, including alarms, pets, restricted areas, hazards, or the presence of sensitive materials. If the customer fails to disclose relevant information, and this affects the service or causes delay, we may charge for additional time or terminate the visit where necessary.

Liability and service standards

We will carry out services with reasonable care and skill. If you believe that a service has not been delivered in accordance with these terms, you must notify us within a reasonable time after completion and provide details of the issue. Where appropriate, we may offer to re-attend, correct the issue, or provide a proportionate refund for the affected part of the service.

Our liability is limited to losses that are a foreseeable result of our breach of contract or negligence. 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, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law.

We are not responsible for damage caused by pre-existing defects, unsuitable fixtures, fragile materials, incorrect instructions, wear and tear, or items that are not fit for cleaning. The customer should inform us of any surfaces, materials, or objects requiring special care. Where specialist methods or products are needed, this must be agreed before work begins.

Although we take reasonable precautions, the customer remains responsible for securing valuables, confidential documents, cash, jewellery, and personal items. We strongly recommend that such items are stored away before the service starts. We are not liable for loss or damage where reasonable care was exercised and no negligence can be shown on our part.

Where we supply cleaning products or equipment, we aim to use materials suitable for the task. However, some materials may react unpredictably to cleaning agents, moisture, heat, or pressure. If a customer asks us to use their own products, they accept responsibility for suitability unless we knowingly use a product in a way that is plainly unsafe or improper.

Waste regulations and disposal

Any waste removed as part of a cleaning service will be handled in accordance with applicable UK waste laws and environmental requirements. We do not remove hazardous waste, clinical waste, asbestos, chemicals requiring special licensing, or any waste that we reasonably believe may be unlawful or unsafe to transport or dispose of without specialist arrangements. If such materials are discovered, we may stop work in the affected area and advise you to arrange appropriate disposal.

The customer is responsible for declaring any waste, contamination, infestations, or substances that may affect handling or disposal. Where we agree to remove general waste, it must be presented in a manner that complies with relevant regulations and local disposal rules. We may refuse waste that is contaminated, incorrectly bagged, excessively heavy, sharp, odorous beyond normal expectations, or likely to breach transport requirements.

If the service includes post-clean waste collection, we will use reasonable care in handling it, but the customer remains responsible for ensuring that the contents are lawfully placed for collection. Any extra disposal work that requires additional labour, vehicle use, or specialist handling may be charged separately. We will not knowingly engage in fly-tipping, unlawful disposal, or any activity that would place us in breach of environmental or waste legislation.

Reusable materials and packaging should be separated where appropriate, and any items retained by the customer should be clearly identified before the service begins. If waste removal is only incidental to the cleaning service, we are not acting as a waste carrier beyond the lawful scope of the agreed task, and the customer must cooperate where legal compliance requires it.

Complaints, damage notifications, and access issues

We aim to resolve concerns quickly and fairly. If you are unhappy with any part of the service, please notify us as soon as possible and provide a clear description of the issue. This may include photographs, an explanation of the problem, and details of the relevant booking. Delayed notification may make it harder to assess what happened and whether corrective action is possible.

Where damage is alleged, we may ask to inspect the area or receive evidence before a remedy is considered. Any claim should be supported by information showing the alleged loss, the date it occurred, and why you believe we are responsible. We are not liable for indirect or consequential losses, loss of profit, business interruption, or emotional distress arising from a service, unless required by law.

If we are prevented from performing the service because of lack of access, incorrect keys, absent occupants, or other issues within the customer’s control, we may charge a call-out fee or the full agreed price if the team has already attended and could not carry out the work. The same applies if the premises are unsuitable, unsafe, or materially different from what was described at booking.

Nothing in these terms affects the customer’s rights under consumer law where the service has not been provided with reasonable care and skill or has otherwise failed to meet legal standards. Any remedy will be considered in light of the circumstances and the applicable law.

Data, variations, and governing law

We may process personal data provided in connection with a booking for the purpose of delivering services, managing payment, maintaining records, and handling customer support. Personal data will be handled in accordance with applicable UK data protection law and our lawful business processes. Only information necessary for the service should be supplied.

We may update these terms from time to time. The version in force at the time of booking will usually apply to that booking unless a change in law requires otherwise. Any variation to these terms must be agreed in writing by us. No employee or contractor has authority to vary these terms unless authorised to do so.

These terms and any dispute or claim arising out of or in connection with them are governed by the law of England and Wales. The courts of England and Wales shall have jurisdiction, although if you reside elsewhere in the UK, any mandatory consumer protections available to you under applicable law will continue to apply. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

Bermondsey Cleaner reserves the right to decline or discontinue a service where the customer’s conduct, property conditions, or instructions make performance unsafe, unlawful, or unreasonable. By proceeding with a booking, the customer confirms that they have read and understood these terms and agree to be bound by them. These terms are intended to be fair, practical, and consistent with a professional cleaning service operating under UK law.