Stockwell Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Stockwell Cleaner provides domestic and commercial cleaning services within the United Kingdom. By making a booking, confirming an appointment, or allowing a cleaner to commence work, you agree to be bound by these terms. Please read them carefully before placing a booking for any Stockwell cleaning service or related service arrangement.

These terms are designed to create a clear understanding between the customer and Stockwell Cleaner regarding the scope of work, payment obligations, access arrangements, cancellations, service limitations, and responsibility for waste handling. They apply to all regular and one-off services unless a separate written agreement states otherwise. Any variation must be agreed in writing by both parties.

In these terms, references to “we”, “us”, and “our” mean Stockwell Cleaner, and references to “you” and “your” mean the customer, client, or person placing the booking. Headings are included for convenience only and do not affect interpretation. If any part of these terms is found invalid or unenforceable, the remaining provisions will continue in full force.

1. Booking Process

Bookings for a Stockwell cleaning company service may be made by telephone, email, online request, or any other booking method we make available from time to time. A booking request does not become binding until we have confirmed acceptance, availability, service details, and the proposed date or time slot. We may decline any booking at our discretion where circumstances make performance impractical, unsafe, or unavailable.

When making a booking, you must provide accurate and complete information, including the type of property, the condition of the premises, the specific cleaning tasks required, any known hazards, access requirements, and any restrictions that may affect the work. If the information provided is incomplete or inaccurate, we may revise the quotation, amend the service plan, or refuse to proceed if the true condition differs materially from what was described.

We may request photographs, additional notes, or a site assessment before confirming the booking. For larger jobs or specialist work, a preliminary estimate may be provided subject to inspection. Any time estimate is approximate unless expressly agreed as fixed. Delays caused by third parties, property access issues, parking restrictions, or customer unavailability may affect the completion time.

2. Service Scope and Customer Responsibilities

Our services are limited to the cleaning tasks agreed at the time of booking or subsequently confirmed in writing. A Stockwell cleaner will carry out the work with reasonable care and skill, using suitable products and equipment unless otherwise agreed. We do not undertake repair work, specialist restoration, or any task requiring a qualification not held by our staff unless specifically stated in advance.

You are responsible for ensuring that the property is reasonably prepared for cleaning, including the removal of valuables, fragile items, personal documents, and anything you do not want moved or touched. Where necessary, you should disclose alarm systems, restricted access points, known infestations, or surfaces that require special treatment. If a cleaner is unable to access a room or area because of insufficient preparation, that part of the service may be excluded without reduction in price.

Where our work involves moving lightweight items to clean underneath or behind them, such movement will be undertaken only where it is safe to do so. We are not responsible for objects that are improperly assembled, unstable, or inadequately secured. You should also ensure that electricity, running water, and other essential utilities are available unless the service has been agreed on a different basis.

3. Pricing and Payments

Prices are generally based on the agreed scope of work, the size and condition of the property, the frequency of service, and any specialist requirements. Quotations may be provided as hourly rates, fixed prices, or estimated ranges. Unless expressly stated otherwise, all prices are exclusive of VAT or any other applicable tax. We reserve the right to revise a quotation if the scope changes or the actual condition of the premises differs from the information originally provided.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service, though advance payment or a deposit may be required for certain appointments, recurring schedules, commercial work, or jobs involving special materials. If payment is not received by the due date, we may charge interest and reasonable recovery costs to the extent permitted by law.

We accept payment by methods notified to you at the time of booking. If a direct debit, card payment, or invoice arrangement is agreed, you must ensure that sufficient funds are available and that all billing details are accurate. Where a payment is reversed, declined, or disputed without lawful reason, we may suspend further work until the matter is resolved.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period has been agreed in writing, cancellations made less than 24 hours before the scheduled appointment may incur a cancellation charge or the full booked amount where we are unable to reallocate the time. For larger or specialist bookings, a longer notice period may apply and will be stated in the quotation or booking confirmation.

If we arrive at the property and are unable to gain access, or if the appointment cannot proceed because of your failure to provide accurate information, adequate access, utilities, or a safe working environment, the booking may be treated as a late cancellation or missed appointment. In those circumstances, we may charge a call-out fee, travel charge, or the full service fee depending on the nature of the loss incurred.

We reserve the right to reschedule or cancel an appointment where staff illness, adverse weather, transport disruption, equipment failure, or other circumstances beyond our reasonable control prevent us from attending. Where possible, we will offer an alternative time. We are not liable for indirect losses arising from such rescheduling, provided we act reasonably and communicate the change as soon as practicable.

5. Liability and Limitations

We will perform services with reasonable care and skill. If we fail to do so, our liability will be limited, at our option, to either re-performing the affected part of the service or providing a reasonable refund for the relevant portion. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

To the fullest extent permitted by law, we are not responsible for pre-existing damage, defects, wear and tear, hidden faults, poor workmanship by previous contractors, or issues arising from the age or condition of the property. This includes, without limitation, staining that cannot be removed without specialist treatment, items damaged by inappropriate materials, and surfaces that react adversely to standard cleaning methods despite reasonable care having been taken.

You must notify us of any damage, loss, or complaint as soon as reasonably possible and in any event within a reasonable period after the service. Where a claim is made, you should preserve the relevant item or area and provide supporting evidence, including photographs where appropriate. We may inspect the matter before deciding whether a remedy is available. Claims not raised promptly may be difficult to investigate and may be declined where prejudice results.

We do not accept liability for loss of profit, loss of business, loss of opportunity, emotional distress, or any indirect or consequential loss arising from the use of our Stockwell cleaning services, except where such exclusion is prohibited by law. Where a claim is proven, our total liability for any single event or series of connected events 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.

6. Access, Security, and Keys

Where we are given keys, codes, security passes, or other access devices, you confirm that you have authority to provide them and that the access arrangements are lawful. We will take reasonable care of any keys or access devices entrusted to us and will use them only for the agreed service. You should notify us promptly of any change to access details, alarm codes, or entry instructions.

If a cleaner is required to wait because of access issues, the booked time may continue to run or additional charges may apply. Where a property is left unlocked or a security system is left in an unsafe state because of unclear instructions, we may cease work for safety reasons. We are entitled to rely on the instructions provided by the authorised customer or occupier.

If keys or access devices are lost due to our proven negligence, our responsibility will be limited to reasonable replacement costs. We are not responsible for consequential losses, including loss arising from delays in changing locks or reissuing access credentials, unless otherwise required by law. Any request for duplicate keys, coded systems, or special access procedures should be discussed before the appointment.

7. Waste, Recycling, and Regulatory Compliance

Our services are provided in accordance with applicable UK waste handling and environmental requirements. We will not dispose of controlled, hazardous, clinical, or restricted waste unless this has been specifically agreed and we are legally permitted and properly equipped to do so. Customers remain responsible for identifying any waste that requires special handling, including chemicals, sharps, bodily fluids, asbestos-related materials, and similar regulated substances.

Ordinary cleaning waste, such as packaging, disposable cloths, dust, and general refuse generated during the service, may be collected and placed in the customer’s designated waste containers if instructed or if this forms part of the agreed work. We do not guarantee removal from the premises unless this has been expressly arranged. Where skip hire, licensed disposal, or specialist collection is needed, additional charges may apply and supporting arrangements may be required.

You must ensure that all items presented for disposal are lawful to handle and are correctly segregated where necessary. If we reasonably believe that a waste item may breach environmental, safety, or disposal rules, we may refuse to remove it. We are not liable for any fine, penalty, or enforcement action arising from inaccurate information, unlawful waste placement, or the customer’s failure to comply with applicable regulations.

8. Complaints, Remedies, and Service Adjustments

If you are dissatisfied with any part of the service, you should notify us as soon as possible so that we can investigate and, where appropriate, offer a remedy. Depending on the circumstances, this may include a revisit, partial re-clean, service credit, or other reasonable adjustment. Any remedy will be assessed fairly and in light of the information available, the agreed scope, and the condition of the property before and after the visit.

We will not be obliged to remedy issues caused by customer interference, third-party work carried out after our attendance, failure to follow aftercare instructions, or events beyond our control. If a complaint relates to a specific area, you should allow us a reasonable opportunity to inspect and, where necessary, revisit that area before arranging another contractor to remedy it, unless immediate action is required for safety or mitigation reasons.

Any refund or adjustment is made without admission of liability unless expressly stated. Our decision on the appropriate remedy will take into account the extent of the issue, the time spent, and whether the service benefited the property in part. This does not affect any statutory rights that may apply under UK consumer law.

9. Suspension and Termination

We may suspend or end services immediately where you fail to pay sums due, repeatedly cancel at short notice, provide unsafe working conditions, request unlawful disposal, or behave in a threatening, abusive, or discriminatory manner. We may also terminate a booking or ongoing arrangement if continuing the service would place staff, property, or equipment at unreasonable risk.

If a recurring arrangement is terminated, any outstanding charges for work already completed will remain payable. Where advance payment has been taken for services not yet provided, we will refund the unused balance after deducting any amounts properly due for cancellations, materials, or losses incurred in accordance with these terms. Termination does not remove rights or obligations that are intended to continue after the service ends.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these terms, their subject matter, or their formation, except where mandatory consumer rights provide otherwise.

If a customer is located in Scotland or Northern Ireland, any mandatory local consumer protections will still apply to the extent required by law, but the interpretation and enforcement of these terms will otherwise follow the governing law stated above. By placing a booking with Stockwell Cleaner, you confirm that you understand and accept this legal framework.

The latest version of these terms applies from the date of publication or the date stated in the booking confirmation, whichever is later. We may update the terms from time to time to reflect legal, operational, or service changes. Continued use of our Stockwell cleaner services after an update will be treated as acceptance of the revised terms.

11. General Provisions

These terms constitute the entire agreement between you and us in relation to the relevant cleaning service unless a separate written contract states otherwise. No failure or delay by us in enforcing any right shall operate as a waiver of that right. If we choose not to enforce a provision on one occasion, that does not prevent us from enforcing it later.

You may not transfer your rights or obligations under these terms without our written consent. We may assign or subcontract our obligations where reasonably necessary to deliver the service, provided the service remains under our management and control. Any subcontractor used will be expected to follow the same standards of care and conduct as our direct staff.

Nothing in these terms creates a partnership, joint venture, agency relationship, or employment relationship between you and us. If any wording in these terms is interpreted by a court or regulator as too broad, it shall be read down to the minimum extent necessary to make it enforceable, while preserving the original intention as far as lawful.