Wimbledon Cleaners Service Terms and Conditions

These Service Terms and Conditions set out the basis on which Wimbledon Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing us to carry out work on your premises, you agree to be bound by these terms. Please read them carefully before placing any order for cleaning services, as they explain how bookings are made, how payments are handled, when cancellations apply, what our liability is, how waste is managed, and which laws govern the agreement.

These terms apply to all standard cleaning appointments, end-of-tenancy cleans, regular housekeeping arrangements, one-off deep cleans, and related cleaning services supplied by Wimbledon Cleaners. They are intended to be fair and transparent, and they should be read alongside any specific quotation, service description, or written agreement provided for your booking. If there is any conflict between these terms and a written service quote accepted by you, the written quote will normally apply only to the extent of that conflict.

In these terms, references to “we”, “us”, “our” mean Wimbledon Cleaners, and references to “you” or “customer” mean the person or business receiving the cleaning service. The agreement begins when you request a quote, make a booking, or otherwise instruct us to carry out work. By doing so, you confirm that you are authorised to enter into the agreement and that the information you provide is accurate, complete, and up to date.

1. Booking Process

Bookings may be made by telephone, email, online request form, message, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or prepayment requested. We may refuse or decline a booking at our discretion where we are unable to accommodate the appointment, where the requested service falls outside our usual scope, or where we believe the premises are unsuitable or unsafe for cleaning work.

When making a booking, you must provide accurate information about the property, access arrangements, parking restrictions, hazards, pets, fragile surfaces, specialist materials, and any areas requiring extra attention. If the information provided is incomplete or incorrect, we may need to revise the price, amend the schedule, or cancel the booking. Any estimated arrival time is approximate, and although we will take reasonable care to attend on time, delays can occur due to traffic, weather, previous appointments, or circumstances beyond our control.

At the middle of the service agreement, it is important to note that the scope of work will be based on the details you supply and the selected service package. Wimbledon Cleaner services may not include tasks that require specialist contractors, heavy lifting, moving dangerous items, or work that presents an unreasonable risk. If additional work is requested on the day, we may agree to it at our discretion and may charge extra if it increases time, materials, or staffing requirements.

2. Service Standards and Customer Responsibilities

You agree to ensure that the premises are reasonably accessible at the agreed time and that our staff can work safely and efficiently. This includes providing access codes, keys, alarms information, parking arrangements, and any necessary permissions. If we are unable to access the property, or if access is delayed beyond a reasonable period, we may treat the booking as cancelled and charge the applicable cancellation or call-out fee.

You are responsible for removing or securing valuables, cash, jewellery, confidential documents, and items that are fragile, sentimental, or easily damaged. While our teams take care to work professionally, a cleaning service is not a substitute for housekeeping, security, or specialist handling. We may decline to clean items or areas where we consider the process unsafe, inappropriate, or likely to cause damage.

You must also inform us before the appointment if there are health and safety issues, hazardous substances, infestations, mould problems, bodily fluids, or biohazards. Unless expressly agreed in writing, our cleaning services do not cover specialist decontamination, pest control, or the handling of dangerous materials. If such issues are discovered on arrival, we may suspend or end the service and may still charge for the time already spent, reasonable travel, or any materials used.

3. Payments and Pricing

Prices are based on the service type, property size, condition, frequency, timing, and any special requirements. Quotes may be provided as fixed prices or estimates. A fixed price applies only to the work specifically described and only where the premises and conditions match the details provided. If the actual circumstances differ materially from the information supplied, we may revise the price before starting or while the job is in progress.

Unless otherwise agreed, payment is due immediately upon completion of the service or in advance where a deposit or prepayment has been requested. We may accept payment by bank transfer, debit card, credit card, or another method we specify. Where invoices are issued for business customers or agreed accounts, the payment terms stated on the invoice will apply. Late payment may result in suspended services, recovery of outstanding sums, and reasonable administrative charges where permitted by law.

Any discount, promotion, or special offer is offered at our discretion and may be withdrawn or changed at any time for future bookings. Promotional pricing does not usually apply to amended bookings, emergency appointments, or jobs requiring unusual labour, equipment, or materials. If additional work is approved by you during the appointment, we may charge for the extra time at our standard rate or the rate set out in the booking confirmation.

4. Cancellations, Rescheduling, and Waiting Time

You may cancel or reschedule a booking by giving reasonable notice. Unless a different period is stated in your quote or booking confirmation, cancellations made less than 24 hours before the scheduled start time may attract a cancellation fee. If we have already allocated staff, reserved equipment, or travelled to the premises, we may charge for some or all of those costs, especially where the cancellation prevents us from taking other work.

If you need to reschedule, we will do our best to offer an alternative date and time, but availability cannot be guaranteed. Repeated cancellations, repeated short-notice changes, or failure to provide access may lead us to require advance payment for future appointments. We may also cancel or postpone a service where staff safety, severe weather, or operational issues make attendance impractical.

Where our team arrives and is kept waiting because access is delayed, utilities are unavailable, or the property is not ready for cleaning, we may charge a waiting fee after a reasonable grace period. If the delay is significant, we may shorten the service, rearrange the appointment, or leave the premises and treat the visit as cancelled by you. In each case, any charges will reflect the time reserved and the work reasonably undertaken.

5. Liability and Limitations

Wimbledon Cleaners will provide services with reasonable care and skill. If we fail to do so, we may, at our option, return to rectify the issue, reduce the price, or offer another appropriate remedy. Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law.

We are not responsible for damage caused by pre-existing defects, weak fittings, ageing materials, poorly maintained surfaces, hidden faults, or items that are inherently fragile or unsuitable for normal cleaning methods. This includes, for example, loose fixings, cracked tiles, damaged seals, worn upholstery, defective appliances, or surfaces that may lift, stain, or discolour when exposed to water or cleaning agents. Where possible, we will take reasonable care and may avoid such items if we believe there is a risk.

Unless caused by our negligence, we are not liable for loss of profit, loss of business, loss of opportunity, indirect loss, or consequential damage. Our total liability in connection with any single booking shall be limited to the amount paid or payable for the affected service, except where a greater amount is required by law. You are encouraged to notify us promptly of any complaint, issue, or suspected damage so that we can inspect and, where appropriate, seek a fair resolution.

6. Waste, Disposal, and Environmental Compliance

Our cleaning services may generate general waste such as packaging, disposable cloths, and minor debris. Unless specifically agreed otherwise, waste generated during a service will be collected into the customer’s designated bins or left in a suitable place for your disposal. We do not ordinarily provide skip hire, bulk waste removal, or disposal of construction debris, hazardous waste, sharps, chemicals, asbestos, batteries, or clinical waste.

All waste handling is carried out in accordance with applicable UK waste regulations and environmental requirements. You must tell us in advance if the work may involve waste that is unusual, excessive, contaminated, or subject to special disposal rules. If we discover such waste during a booking, we may stop the service, remove ourselves from the premises, or arrange extra handling only if it is lawful and specifically agreed. Any additional disposal costs will be charged to you where permitted.

We aim to use cleaning products and methods responsibly and may choose materials that balance effectiveness with environmental care. However, we do not guarantee that any product will be hypoallergenic, fragrance-free, or suitable for every sensitivity unless specifically stated. If you require certain products to be avoided, you should tell us before the booking so we can assess whether the request can reasonably be accommodated.

7. Complaints, Remedies, and Service Changes

If you are unhappy with any part of the service, you should contact us as soon as reasonably possible and, in any event, within a reasonable time after the appointment. Please provide clear details of the issue and, where relevant, photographs or other information that may help us investigate. We may request access to the premises again to inspect or remedy the concern. Failure to give us a reasonable opportunity to address the issue may affect the remedies available.

We may alter the service where necessary due to staff availability, safety concerns, weather, access issues, or technical problems. If a substantial change is required, we will aim to notify you as soon as possible and discuss alternatives. Where a change materially reduces the service, you may be entitled to a fair adjustment to the price, provided the reduction is not caused by inaccurate information supplied by you.

Any waiver of a breach or delay in enforcing these terms does not mean we have waived our rights generally. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect. No third party has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.

8. Governing Law and General Provisions

These terms, and any dispute or claim arising out of or in connection with them, are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections in your jurisdiction may still apply where required by law. Any legal proceedings relating to the agreement shall be brought in the courts having appropriate jurisdiction in England and Wales, unless the law requires otherwise.

We may update these terms from time to time to reflect changes in our operations, pricing methods, legal obligations, or service standards. The version in force at the time of your booking will apply to that booking unless a later change is required by law. Continued use of our services after any update constitutes acceptance of the revised terms for future bookings.

By engaging Wimbledon Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They are intended to create a clear and practical basis for a professional cleaning relationship, while protecting both the customer and the service provider. If any matter is not covered here, it will be interpreted reasonably in line with the nature of the service and applicable UK consumer law.