Catford Cleaner Service Terms and Conditions

These Terms and Conditions apply to all cleaning services provided by Catford Cleaner, including domestic cleaning, deep cleaning, end of tenancy cleaning, oven cleaning, and other related service requests. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order. These terms are designed to set out the basis on which we operate, what you can expect from us, and what we require from you in return.

In these terms, references to “we”, “us”, or “our” mean Catford Cleaner, and references to “you” or “the customer” mean the person or business requesting the service. A cleaning appointment may be arranged on a one-off basis or as a recurring service, depending on availability and mutual agreement. Where a service is booked on behalf of another person, the person placing the booking confirms that they have authority to do so and accept responsibility for these terms.

Nothing in these Terms and Conditions affects your statutory rights under UK consumer law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force. We may update these terms from time to time, and the version in force at the time of booking will apply to your contract unless we notify you otherwise in writing.

1. Booking Process

Bookings can be made following an initial enquiry and a review of the customer’s requirements. We may ask for details such as the size of the property, the type of cleaning required, the condition of the premises, access arrangements, and any special instructions. This information helps us provide a more accurate estimate and determine whether the requested service is suitable. A booking is only confirmed once we have accepted the request and, where applicable, received any required deposit or advance payment.

All booking details should be checked carefully by the customer. It is your responsibility to ensure that the date, time, service type, address, access information, and any add-ons are correct. If any detail is inaccurate or incomplete, this may affect the performance of the service. For example, if the property is larger than described, if additional areas are to be cleaned, or if the condition differs significantly from what was disclosed, we may adjust the price, the duration, or both.

We reserve the right to decline a booking where we believe the service cannot be carried out safely, lawfully, or within the time allocated. This may include situations where the property contains hazardous materials, presents an infestation, lacks safe access, or has conditions outside the scope of standard cleaning services. Any estimated arrival time is approximate unless we specifically agree a fixed time slot. Delays caused by traffic, weather, equipment issues, or events outside our reasonable control shall not, by themselves, constitute a breach of contract.

2. Payments and Pricing

Prices will be based on the information provided at the time of booking, and in some cases a quotation may be subject to inspection or confirmation of the property’s condition. Unless stated otherwise, all prices are quoted in pounds sterling and may include or exclude VAT depending on the service structure applicable at the time. Any extras, such as deep stain treatment, appliance cleaning, or additional rooms, will be charged separately if not included in the original quotation.

Payment terms will be confirmed at the time of booking. We may require full payment in advance, a deposit, or payment upon completion, depending on the service type and the level of commitment required. Where a deposit is requested, it may be non-refundable except where cancellation rights under consumer law apply or where we cancel the booking ourselves. Invoices must be paid by the due date shown, and we may suspend future services or refuse new bookings if any sums remain outstanding.

Catford cleaning service charges must be settled in the agreed manner, which may include bank transfer, card payment, or another accepted method. Any bank charges, failed payment fees, or collection costs arising from a payment failure may be passed on to you where lawful. If you dispute an invoice, you should notify us promptly and provide the reasons for the dispute. Undisputed sums remain payable by the original due date.

3. Cancellations, Rescheduling, and Customer Responsibilities

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the nature of the appointment and whether materials, staffing, or travel arrangements have already been committed. If you cancel at short notice, we may charge a cancellation fee to cover costs already incurred. Where a cleaner is unable to gain access to the premises at the agreed time due to no fault of our own, the booking may be treated as cancelled by you and charged accordingly.

If you wish to change the service date or scope, we will do our best to accommodate the request, but changes are subject to availability. We are not obliged to accept amendments that materially alter the service originally agreed. Should you need to postpone a visit because of renovation work, illness, utility failure, or any other issue affecting safe cleaning, you should contact us as soon as possible. The final decision on whether a change can be made without charge rests with us, acting reasonably.

As the customer, you are responsible for ensuring reasonable access to the property and for securing valuables, fragile items, and any items that may be damaged by normal cleaning activity. You should also inform us of any known risks, including electrical faults, water leaks, broken fixtures, delicate surfaces, or areas that should not be touched. If you request the use of certain products or if you prefer us not to use specific substances, this must be agreed before the service begins.

4. Service Standards and Liability

We will carry out services with reasonable care and skill, using equipment and cleaning materials that are suitable for the work agreed. We aim to deliver a professional and reliable service, but cleaning outcomes can vary depending on the age, condition, and composition of surfaces, as well as the presence of stains, wear, or pre-existing damage. Some marks, odours, or contamination may not be fully removable, even when all reasonable efforts are made.

We shall not be liable for damage arising from hidden defects, pre-existing wear and tear, unsuitable materials, poor maintenance, or instructions provided by the customer that prove unsafe or inappropriate. This includes damage caused by fragile fittings, unsecured items, faulty appliances, or surfaces that are already compromised. Where possible, we will point out any obvious concerns before beginning work, but we are not obliged to test or dismantle fixtures beyond the agreed service.

If you believe a problem has occurred during the service, you should notify us as soon as reasonably practicable and in any event within a reasonable period after completion. We may request photographs, access to inspect the issue, or supporting information before deciding on any remedy. Where we accept responsibility, our liability will, to the fullest extent permitted by law, be limited to re-performing the relevant part of the service or refunding the affected portion of the fee, at our discretion.

5. Waste Handling and Environmental Compliance

Our cleaning services may generate waste such as packaging, dust, residue, used cloths, and removed debris. Unless otherwise agreed, the removal of household waste from the property is limited to the normal by-products of cleaning and does not include the collection, transport, or disposal of controlled, hazardous, clinical, or specialist waste. We will not remove items that are unsafe, illegal to handle, or subject to specific disposal rules unless a separate written arrangement has been made.

Customers must ensure that any waste presented for removal is lawfully disposable and properly segregated where required. This is particularly important where waste includes chemicals, sharps, bodily fluids, asbestos-containing materials, electrical items, or other regulated substances. If we encounter waste that may breach UK waste regulations or present a health and safety risk, we may refuse to handle it and may suspend the relevant part of the service. Any additional disposal costs incurred because of incorrect information or unlawful waste presentation may be charged to you.

We expect all waste-related requests to comply with applicable environmental and waste management laws, including any local authority rules and wider UK regulations. You must not ask us to dispose of items in a way that would be unlawful, unsafe, or environmentally irresponsible. Where a service involves clearance or removal of materials beyond ordinary cleaning waste, this must be agreed in advance and may require a separate quotation, specialist handling, or evidence of compliance before work starts.

6. Access, Safety, and Property Conditions

You must provide safe, timely, and adequate access to the premises at the agreed time. If keys, codes, concierge arrangements, parking permissions, or alarm instructions are needed, you must provide them in advance. Any delay caused by inaccessible premises, malfunctioning locks, security restrictions, or an absence of the person responsible for admission may result in additional charges or cancellation of the booking.

We reserve the right to stop work if we believe that the premises are unsafe. This may include exposure to aggressive behaviour, excessive clutter that prevents safe movement, unsafe pets, exposed wiring, slippery floors, unstable structures, or the presence of substances that pose a risk to health. In such circumstances, we may leave the property immediately and charge for time already spent, travel, or materials used, where lawful.

It is your responsibility to make sure the property is in a condition suitable for cleaning. This includes providing running water, electricity, and appropriate ventilation where required. If services cannot be completed because of utility failure, emergency repairs, or conditions beyond our control, we will not be liable for non-performance or delay. We may, however, offer to rearrange the booking subject to availability.

7. Complaints, Claims, and Remedies

If you are dissatisfied with any aspect of the service, you should raise the issue promptly so that we can investigate it. Clear communication helps us understand the concern and determine whether a corrective action is appropriate. We may ask for details, photographs, or the opportunity to revisit the property. Failure to notify us in a timely manner may limit our ability to assess the claim fairly.

Any remedy we offer will depend on the circumstances and on whether the issue arose because of our error, a limitation in the original scope of work, or a factor outside our control. Remedies may include a re-clean of the affected area, a partial refund, or another reasonable adjustment. No remedy will be provided where the complaint relates to normal limitations of cleaning, pre-existing damage, or results that were disclosed or should reasonably have been anticipated.

Catford Cleaner does not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability arising from any booking shall not exceed the amount paid for the specific service giving rise to the claim, except where a different limit is required by law.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have non-exclusive jurisdiction over any dispute arising from the service, save where mandatory consumer rights provide otherwise.

If any dispute cannot be resolved amicably, both parties agree to act reasonably and in good faith to reach a practical solution before commencing formal proceedings. This may include clarification of the booking record, review of photographs, or confirmation of the agreed scope of work. Nothing in this clause prevents either party from seeking urgent relief where necessary or from relying on rights available under applicable consumer or contract law.

By confirming a booking with Catford Cleaner, you acknowledge that you have read, understood, and agreed to these terms. The aim of this agreement is to create a fair, transparent, and workable basis for our cleaning services, while protecting both your interests and ours. If you require a different contractual arrangement, it must be agreed in writing before the service is delivered.