Cleaning Lady London Service Terms and Conditions
These Cleaning Lady London service terms and conditions set out the basis on which domestic and commercial cleaning services are provided. By making a booking, confirming an appointment, or allowing access to the premises for a scheduled service, the customer agrees to be bound by these terms. These terms are intended to create a clear, fair, and practical agreement covering the booking process, payments, cancellations, liability, waste handling, and the law that applies to the service. They are written for a UK audience and should be read carefully before any cleaning service is arranged.
Cleaning Lady London provides cleaning services on the understanding that the customer owns, occupies, or has lawful permission to request the service at the relevant property. The customer must ensure that the premises are safe, accessible, and reasonably prepared for the work to be carried out. Where a booking is made on behalf of another person, the person making the booking confirms that they have authority to do so and accept responsibility for ensuring that the information provided is complete and accurate.
These terms apply to all standard cleaning appointments unless a separate written agreement has been made for a specialist or one-off service. If there is any inconsistency between a written quotation, booking confirmation, and these terms, the written quotation or booking confirmation will take priority to the extent of the inconsistency. Nothing in these terms affects any rights the customer may have under applicable consumer law that cannot be excluded or limited by contract.
1. Booking Process
All bookings for cleaning lady London services are subject to availability and acceptance. A booking may be made through the normal booking channels offered by the service provider, and the customer will usually be asked to provide details including the property address, the type of cleaning required, the preferred date and time, access arrangements, and any particular instructions. The customer is responsible for ensuring that all information given at the point of booking is correct and up to date.
The booking is only confirmed when the provider has accepted the request and, where relevant, any required deposit or initial payment has been received. Confirmation may be given by message, email, written notice, or other reasonable means. If the provider is unable to accept a requested booking, it may offer an alternative time or service specification. Cleaning Lady London may also refuse or cancel a booking where the premises are unsuitable, access is not possible, or the requested service falls outside the scope of the standard cleaning offer.
The customer should make sure that the property is ready for the agreed service time and that the cleaning area can be accessed safely. Any special instructions, fragile items, security arrangements, parking limitations, entry codes, or building restrictions should be communicated in advance. The provider will rely on the information supplied by the customer and cannot be responsible for delays or reduced service caused by incomplete or inaccurate booking details.
2. Service Scope and Customer Responsibilities
The service will be carried out with reasonable care and skill, in line with the description agreed at the time of booking. Standard Cleaning Lady London services may include routine cleaning tasks such as dusting, vacuuming, mopping, wiping surfaces, and general tidying, depending on the chosen package and the time allocated. Unless specifically agreed in writing, services do not include deep cleaning, specialist stain removal, external window cleaning at height, heavy lifting, pest control, or any task requiring specialist equipment or certification.
The customer must remove or secure any items that are valuable, fragile, hazardous, or of sentimental importance before the service begins. The provider is not required to move heavy furniture, dismantle fittings, or handle materials that are unsafe or unsuitable for ordinary domestic cleaning. If the customer asks for an additional task outside the original scope, the provider may agree to carry it out only if it is safe, lawful, and possible within the available time, and any additional charge may apply.
The customer must also ensure that water, electricity, lighting, and reasonable access to cleaning areas are available where needed. If the service cannot be completed due to lack of access, unsafe conditions, or the absence of necessary utilities, the provider may still charge for the appointment time reserved, subject to any rights the customer has under consumer law. Where pets are present, the customer should make suitable arrangements so that the work can be completed safely and efficiently.
3. Pricing and Payments
Prices for Cleaning Lady London services will be explained at the time of booking or in the relevant quotation. Unless otherwise stated, charges may be based on hourly rates, fixed service fees, or a combination of both. Any estimate given before the service begins is provided in good faith but may change if the actual work required differs from the information originally supplied by the customer.
Where the service is time-based, the customer agrees to pay for the time reserved and, if applicable, the time spent on site, subject to the agreed minimum booking period. Additional charges may apply for late changes, extra tasks, parking costs, special materials, or urgent bookings if these have been made clear in advance. The provider may require a deposit, advance payment, or full payment before the appointment, particularly for one-off services or where a booking is made at short notice.
Payment must be made using the methods accepted by the provider and within any time stated on the invoice or confirmation. If payment is not made when due, the provider may suspend future bookings, withhold further service, or charge reasonable recovery costs where permitted by law. The customer is responsible for ensuring that all payment details provided are accurate and that funds are available when payment is due.
4. Cancellations, Rescheduling, and Missed Appointments
Both the customer and the provider may need to cancel or rearrange a booking from time to time. If the customer wishes to cancel or reschedule a cleaning lady London appointment, notice should be given as early as possible. The exact cancellation period may vary depending on the type of booking, but where a cancellation is made too late to reallocate the reserved time, a cancellation fee or the full booking charge may apply if this has been clearly stated in advance.
If the customer is not present at the agreed time, cannot provide access, or otherwise prevents the service from being completed, the booking may be treated as a late cancellation or missed appointment. In such cases, the provider may charge the customer for the reserved time and any reasonable costs already incurred. If the provider must cancel or reschedule due to illness, emergency, staffing issues, or other unavoidable circumstances, it will aim to give notice as soon as reasonably possible and may offer an alternative appointment where available.
The provider is not responsible for indirect losses caused by a cancellation, including loss of earnings, inconvenience, or third-party charges, except where liability cannot lawfully be excluded. Nothing in this section affects any statutory rights relating to services not carried out with reasonable care and skill. Where a deposit has been paid, its treatment will depend on the terms explained at the time of booking and any lawful deductions for work already performed or costs already incurred.
5. Liability and Limitations
The provider will take reasonable care when carrying out cleaning lady London services, but it is not responsible for pre-existing damage, wear and tear, hidden defects, or issues caused by unsuitable materials or poor maintenance. The customer should notify the provider of any delicate surfaces, special finishes, or items requiring careful handling. If the customer fails to give such notice, the provider will not be liable for damage arising from the normal use of appropriate cleaning methods on items that appeared suitable for treatment.
The provider is not liable for loss or damage caused by circumstances beyond reasonable control, including power failure, severe weather, building access problems, public emergencies, or interruption of supply services. To the extent permitted by law, liability for indirect or consequential losses is excluded. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law.
If any item is damaged during the service and the customer believes the damage was caused by the provider’s negligence, the customer should report it as soon as reasonably practicable and provide supporting details. The provider may inspect the item, request photographs, and consider whether repair, replacement, or another reasonable remedy is appropriate. The customer must not dispose of or alter the item before the provider has had a reasonable opportunity to assess the issue, unless the item poses a health or safety risk.
6. Waste Regulations and Disposal
Waste handling is an important part of the service, and both parties must comply with applicable UK environmental and waste rules. The provider may remove general waste generated directly by the cleaning service only where this has been agreed in advance and where disposal is lawful, practical, and within the scope of the service. The customer remains responsible for arranging proper disposal of household rubbish, bulky waste, sharps, electrical items, chemicals, clinical waste, and any other regulated material unless the parties have agreed otherwise in writing.
Cleaning Lady London will not remove or transport prohibited, hazardous, or controlled waste unless it is expressly lawful and the provider has the necessary arrangements and permissions in place. This includes, without limitation, asbestos, solvents, pesticides, paint tins containing residue, needles, bodily fluids, and other items requiring specialist handling. If such materials are discovered during a visit, the provider may stop work in the affected area and request that the customer arranges safe removal before cleaning can continue.
The customer must not ask the provider to dispose of items in a manner that breaches environmental rules, local disposal requirements, or duty-of-care obligations. Any request to handle waste unlawfully will be refused. Where the provider agrees to remove any material, ownership is deemed to pass only to the extent necessary for lawful disposal, and the customer confirms that the waste is not stolen, dangerous, or subject to any restriction that would make transport or disposal unlawful.
7. Health, Safety, and Access
The provider may refuse, pause, or end a service if it reasonably believes that the premises are unsafe, unsanitary, hostile, or likely to put anyone at risk. This includes exposure to aggressive animals, unsafe electrics, exposed sharp objects, significant mould, bodily fluids, or any other hazard that cannot be managed with ordinary precautions. The customer should disclose any known risks in advance so that suitable arrangements can be made.
Where access requires keys, codes, concierge entry, permits, or other controlled arrangements, the customer must ensure these are provided in good time. The customer is responsible for any loss arising from incorrect access arrangements supplied by them, subject to any legal rights that cannot be excluded. The provider may also ask for proof of identity or authority where needed to protect security and prevent unauthorised entry.
If the provider considers that it is necessary to leave the property early for safety reasons, the customer may still be charged for the time worked and any reasonable costs incurred. Any service interruptions caused by hazards, access failures, or the customer’s failure to maintain a safe working environment will not be treated as a breach by the provider where the issue could not reasonably have been avoided.
8. Complaints and Remedies
If the customer is dissatisfied with any part of the Cleaning Lady London service, the concern should be raised as soon as possible after the appointment so that the issue can be reviewed fairly. The provider may ask for a description of the problem, photographs, or other relevant details. Where a genuine shortfall in service is identified, the provider may offer a re-clean, partial refund, or another appropriate remedy, depending on the circumstances.
Any complaint must be made in good faith and within a reasonable time after the service was performed. The provider will not accept responsibility for issues that arise because the customer did not allow adequate access for the service, failed to disclose important information, or changed the condition of the property after the service was completed. Any remedial action offered is without prejudice to rights that the customer may have under applicable law.
The provider’s decision on the most suitable remedy will take into account the nature of the complaint, the time elapsed, the evidence supplied, and the extent to which the issue can be corrected. Nothing in this section prevents the customer from relying on statutory rights where services are not delivered with reasonable care and skill, but the provider will not be liable for more than the direct and reasonably foreseeable loss caused by proven fault, to the extent allowed by law.
9. Governing Law and General Provisions
These Cleaning Lady London terms and conditions are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction over any dispute arising from or in connection with the services or these terms, except where consumer law provides otherwise. If the customer is ordinarily resident in Scotland or Northern Ireland, mandatory local consumer protections may still apply where required by law.
If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. No failure or delay by the provider in exercising any right under these terms will operate as a waiver of that right. The provider may update these terms from time to time, and the version in force at the time of the booking will normally apply unless a change is required by law or expressly agreed otherwise.
These terms represent the full understanding between the parties regarding the provision of the cleaning services, except where a separate written agreement says otherwise. Headings are included for convenience only and do not affect interpretation. By proceeding with a booking, the customer confirms that they have read, understood, and accepted the terms applicable to the service, including the rules on booking, payment, cancellation, liability, waste regulation, and governing law.
