Terms and Conditions for Cleaner Bromley
These Terms and Conditions set out the basis on which cleaning services are provided by Cleaner Bromley and apply to all bookings, quotations, and service arrangements unless otherwise agreed in writing. By requesting a service, the customer confirms that they have read, understood, and accepted these terms. These conditions are intended to create a fair, transparent, and practical framework for both parties, ensuring that every cleaning service is delivered with clarity about expectations, obligations, and limitations.
The terms below apply to domestic and commercial cleaning services, including regular appointments, one-off cleans, deep cleans, end of tenancy cleans, and specialist cleaning tasks where offered. In these terms, references to “we,” “us,” and “our” mean Cleaner Bromley, and references to “you” or “the customer” mean the individual or business that books or receives the service. These terms should be read alongside any written quotation, service specification, or agreed schedule provided at the time of booking.
We reserve the right to update these Terms and Conditions from time to time. Any updated version will apply to new bookings from the date it is issued, while existing confirmed bookings will usually remain subject to the version accepted at the time of booking unless a change is required by law or is otherwise agreed by both parties. It is your responsibility to review the terms before confirming a service, especially where the service involves access to property, handling of items, or disposal of waste materials.
Bookings may be made by phone, email, web form, or other booking method we make available. A booking is not confirmed until we have received the necessary details and issued confirmation. The information required may include the service type, property address, preferred date and time, access arrangements, special instructions, and any relevant information about pets, fragile items, parking, alarms, or site restrictions. For accurate scheduling, the customer must provide complete and correct information at the time of booking.
All bookings are subject to availability, staff allocation, and the suitability of the property or premises for the requested service. Cleaner Bromley may decline, adjust, or postpone a booking if the requested work falls outside the scope of available services, if the property conditions present an unreasonable risk, or if the customer has not provided sufficient information to allow proper planning. If a quotation is based on estimated time or standard service conditions, we may revise the price or service plan if the actual conditions materially differ from what was described during booking.
Once a booking is confirmed, you agree to ensure safe and reasonable access to the premises on the agreed date and time. This includes making sure that someone is available to grant entry where necessary, or that keys, codes, and access instructions are supplied in good time. If access cannot be gained, the service may be cancelled or charged in accordance with the cancellation terms. We are not responsible for delays caused by incorrect addresses, access failures, or information that is incomplete or inaccurate.
Payments must be made in accordance with the quotation, invoice, or payment instructions provided. Unless otherwise agreed, payment is due on completion of the service or in advance for certain bookings, including recurring services or specialist work. We may require a deposit, partial payment, or full advance payment to secure a booking, particularly where materials, equipment, or staff time need to be reserved. Any required deposit will be explained before confirmation.
Prices are normally quoted in pounds sterling and may be subject to VAT where applicable. Any estimate given before the work begins is based on the information available at that time. If the service takes longer than expected due to circumstances outside our control, or if additional tasks are requested during the appointment, the final charge may be adjusted accordingly. This may include extra time, additional labour, specialist products, or disposal charges where relevant. We will normally explain any proposed change before proceeding, where practicable.
Late or failed payments may result in suspension of future services, recovery action, or the addition of reasonable administrative or debt recovery costs where permitted by law. Customers are responsible for ensuring that payment is made by the due date. If payment is made by bank transfer or other non-instant method, the booking is considered unpaid until cleared funds are received. We may charge interest on overdue sums at the statutory rate where lawful to do so.
Cancellation terms apply to all bookings unless a different arrangement is agreed in writing. If you need to cancel or rearrange a service, please provide as much notice as possible. Cancellations made with sufficient notice may not incur a charge, while late cancellations may be subject to a cancellation fee to cover reserved time and administrative costs. In cases where the team has already travelled to the property or the appointment cannot proceed due to lack of access, a call-out fee or full service fee may apply depending on the circumstances.
For regular cleaning appointments, changes to the schedule should be made in advance so that staffing can be adjusted fairly. If a customer repeatedly cancels or reschedules at short notice, we may require prepayment, revise the service arrangement, or end the recurring booking arrangement. Cleaner Bromley also reserves the right to cancel or suspend a booking where there is a safety issue, payment default, abusive conduct, unrealistic working conditions, or any event beyond our reasonable control that makes service delivery impractical.
If we must cancel or postpone a confirmed booking, we will aim to give reasonable notice and offer an alternative date where possible. Our liability for cancellation is limited to refunding any amount paid for the affected service, unless otherwise required by law. We do not accept responsibility for indirect losses arising from cancellation, including missed appointments, business interruption, or loss of earnings, except where such exclusion is not permitted by applicable consumer law.
We take reasonable care when carrying out cleaning services, but certain limits of liability apply. Cleaner Bromley will not be liable for pre-existing damage, wear and tear, hidden defects, loose fittings, unstable surfaces, or items that are not reasonably fit for cleaning. Customers should remove or secure valuables, fragile items, cash, and sensitive documents before the service begins. Where an item is particularly delicate, antique, or valuable, it should be identified in advance so that appropriate precautions can be considered.
Our staff may refuse to clean surfaces, materials, or items that are likely to be damaged by normal cleaning methods or where the customer has not provided adequate instructions. We are not liable for damage caused by incorrect or incomplete information supplied by the customer, by unsuitable products requested by the customer, or by the inherent weakness of a material. In the event of accidental damage caused directly by our negligence, liability is limited to the lesser of the reasonable cost of repair or replacement and any limit permitted by law.
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 under UK law. Where the law implies terms into the contract that cannot be lawfully excluded, those terms remain in force. Any claim for loss, damage, or deficiency in service must be reported within a reasonable time after the issue is discovered so that we have the opportunity to investigate and, where appropriate, remedy the matter.
Customers must ensure that the property is reasonably prepared for the cleaning service. This may include providing access to water, electricity, and suitable lighting, as well as removing obstacles that could prevent safe and efficient work. If a premises is excessively cluttered, contaminated, unsafe, or otherwise unsuitable, we may reduce the scope of work, request additional time, or decline to proceed until conditions are improved. Any extra time or special handling required may be charged at the applicable rate.
When cleaning products, consumables, or equipment are supplied by us, they remain our property unless otherwise agreed. If the customer requests that their own products be used, it is the customer’s responsibility to ensure those products are suitable, correctly labelled, and safe for the intended use. We are not responsible for damage caused by products supplied by the customer, especially where instructions, dilution rates, or safety warnings are missing or unclear. Staff may refuse to use any product that appears unsafe or inappropriate.
Health and safety standards apply at all times. The customer must inform us of any known hazards, including bodily fluids, sharps, mould, asbestos, infestations, aggressive animals, or hazardous chemicals. If such risks are present and have not been disclosed, we may stop work immediately. We may also refuse or limit work involving biohazards or regulated materials unless specific arrangements are in place and the service has been agreed in advance. Our staff may withdraw from any property where they consider there to be a risk to health, safety, or wellbeing.
Waste handling and disposal must comply with applicable UK waste regulations. Cleaner Bromley will dispose of waste only where this is included in the agreed service and only in a lawful manner. Waste generated during the service, such as packaging, dust, and general cleaning residue, will normally be handled as part of the cleaning process. However, bulky waste, electrical items, hazardous materials, clinical waste, and regulated substances may require specialist disposal methods and may not be accepted unless specifically agreed in advance.
The customer remains responsible for identifying any waste that requires special treatment or a licensed carrier. We may refuse to remove, carry, or dispose of waste where doing so would breach legal requirements, licensing conditions, or health and safety rules. Where waste is taken away as part of an agreed service, the customer must ensure that the material is lawfully owned, can be transferred, and is not subject to any restrictions. Any additional disposal cost, permit requirement, or third-party charge will normally be passed on to the customer if agreed beforehand.
It is the customer’s responsibility to ensure that items left for disposal are not mixed with materials that require separate handling. If prohibited items are discovered among the waste, we may separate them, return them to the customer, or cease work if necessary. We accept no liability for fines, enforcement action, or delays arising from incorrect waste classification, unlawful disposal requests, or incomplete information supplied by the customer. This clause is intended to support compliance with environmental and waste management obligations.
All property, surfaces, fixtures, and contents should be made available in a condition that allows the agreed service to be performed safely and effectively. If the customer asks us to move furniture, appliances, or other heavy items, this will only be done where it is safe and reasonable to do so. We do not accept liability for damage caused by moving items that were unstable, poorly assembled, incorrectly installed, or too heavy to move safely without specialist support. Staff may decline any task they consider unsafe.
The customer agrees to inspect the premises and service outcome promptly after completion. If any concern arises, it should be raised as soon as reasonably possible and within a reasonable period after the service, so that we can assess the issue. Where appropriate, we may offer a re-clean, partial refund, or another remedy at our discretion, subject to the nature of the issue and the evidence available. Any remedy offered does not constitute an admission of liability beyond what is required by law.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or in connection with the services will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. Our failure to exercise any right under these terms does not waive that right.
