Bermondsey Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Bermondsey Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming a service request, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any cleaning appointment, including one-off cleans, regular maintenance visits, specialist cleaning, end of tenancy cleaning, or any similar service arranged under the Bermondsey Cleaners name.

For the avoidance of doubt, these terms apply to all customers using our cleaning services unless a separate written agreement has been signed by both parties. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply in full. Nothing in these terms is intended to affect your statutory rights under UK consumer law.

References to “we”, “us”, “our”, or “the company” mean Bermondsey Cleaners. References to “you” or “the customer” mean the person requesting or receiving the service, including anyone acting on their behalf. These terms are written for clarity and fair use, and they are intended to support a professional cleaning service relationship based on clear expectations and reasonable responsibility.

1. Booking Process

Bookings may be made through an agreed booking method, such as an online request, phone call, email, or any other accepted channel. A booking is only considered confirmed once we have acknowledged the requested appointment and, where applicable, received any required deposit or advance payment. A requested date or time does not become binding until confirmation has been issued by Bermondsey Cleaners.

When making a booking, you must provide accurate and complete information, including the type of service required, the property address, access details, parking or entry restrictions, and any special requirements that may affect the cleaning work. If the information supplied is incomplete or incorrect, we may revise the price, reschedule the appointment, or decline the service if the issue prevents us from completing the work safely or effectively.

It is your responsibility to ensure that the premises are ready for cleaning at the agreed time. This includes arranging access, securing pets where necessary, and informing us in advance of any hazards, fragile items, restricted areas, or contamination risks. If our team is unable to begin the work because access has not been provided, the appointment may be treated as a late cancellation or a failed visit.

We reserve the right to assign a suitably trained cleaner or team to complete the service. Requests for a particular operative may be considered but cannot be guaranteed. Any estimated duration for the cleaning service is given in good faith based on the information available at the time of booking. If the actual condition of the premises differs significantly from the description provided, additional time or a revised quote may be required.

We may also amend a booking if unavoidable operational issues arise, including staff illness, severe weather, transport disruption, or other events beyond our reasonable control. Where possible, we will offer an alternative slot. If a change is necessary, we will aim to notify you as early as reasonably practicable. The company will not be responsible for any indirect loss resulting from an amended appointment, provided the service is rearranged or any payment due is adjusted fairly.

2. Payments and Charges

Prices are normally quoted based on the information supplied at the time of booking and may be fixed or estimated depending on the service selected. Where a fixed price has been agreed, that price applies only to the scope of work described at booking. If additional tasks are requested on the day, or if the premises require substantially more work than disclosed, extra charges may apply after discussion and agreement where practicable.

Payments must be made using the method we specify and within the timeframe stated on the booking confirmation, invoice, or service agreement. For some services, payment may be required in advance, on the day, or immediately after completion. For regular cleaning contracts, we may issue recurring invoices on a weekly, fortnightly, or monthly basis, depending on the arrangement in place.

Late or failed payments may result in suspension of services, cancellation of future appointments, or the recovery of outstanding sums through lawful means. You are responsible for any bank charges, failed payment fees, or administrative costs incurred because of a declined payment method provided by you. If a payment is disputed, you must notify us promptly and provide reasonable details of the issue so it can be reviewed.

Any discount, promotion, or special offer is subject to the specific conditions attached to that offer and may be withdrawn at any time where misuse is suspected or where the stated terms are not met. Unless otherwise agreed in writing, all prices are exclusive of any additional services not expressly included in the quotation. We may revise prices for future appointments by giving reasonable notice.

3. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving notice within the timeframe stated at the time of booking. If no separate notice period is specified, a minimum of 24 hours’ notice is expected for standard appointments. Cancellations made after that period may be charged in full or in part, depending on the circumstances, because we may have reserved time, labour, and operational resources for your booking.

If the cancellation concerns a larger job, a specialist service, or an appointment requiring dedicated materials or staff allocation, a longer notice period may apply as stated in the service quotation. Deposits are generally non-refundable where the service slot has been reserved and we have incurred administrative or preparatory costs, unless we decide otherwise at our discretion or the law requires a refund.

If you fail to provide access, are not present when required, or are unable to allow our team to start the service within a reasonable period, the visit may be recorded as a missed appointment and charged accordingly. Repeated missed appointments, late cancellations, or unreasonable changes may lead to refusal of future bookings. We will always act reasonably and in line with applicable UK consumer and contract principles.

4. Liability and Responsibility

Bermondsey Cleaners will carry out services with reasonable skill and care. However, our liability is limited to losses caused directly by our negligence, breach of contract, or wilful misconduct, to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

You must remove or protect valuables, fragile belongings, cash, documents, jewellery, and sentimental items before the cleaning begins. Unless we have expressly agreed in writing to handle or relocate specific items, we will not accept responsibility for damage resulting from hidden defects, insecure fixtures, pre-existing wear, poor installation, or items that were already damaged before the service started. We may refuse to move heavy or potentially hazardous objects.

If any damage or issue arises during the service, you must notify us as soon as reasonably possible and provide relevant details, photographs, or other evidence to support review of the matter. We may inspect the affected area, request further information, or propose an appropriate remedy. Where liability is accepted, our responsibility will normally be limited to repair, replacement, or the value of the affected service, as appropriate and lawful.

We are not liable for indirect or consequential loss, including loss of profit, business interruption, or reputational damage, except where such exclusion is prohibited by law. Nothing in these terms affects rights available to consumers under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable legislation that applies to the services we provide in the UK.

5. Property Condition, Access, and Customer Duties

You agree to provide a safe working environment. This includes notifying us of biohazards, mould, pest infestation, bodily fluids, sharp objects, exposed wiring, unstable flooring, or any other condition that could affect health and safety. If an area is unsafe or beyond the scope of the agreed service, we may decline to clean it until the issue is resolved or the service is suitably adjusted.

Where keys, alarm codes, entry fobs, or access instructions are provided, you confirm that you are authorised to share them and that the information is correct. Any loss caused by incorrect access information or by circumstances outside our control will not be our responsibility. We will take reasonable care of any items entrusted to us, but you should always ensure that access arrangements are proportionate and secure.

We may take reasonable steps to protect surfaces and furnishings during cleaning, but normal wear, pre-existing staining, and age-related deterioration are not guaranteed to be removable. Certain materials and finishes may be delicate or react poorly to standard cleaning products. If you know of any specific sensitivities, please make sure they are disclosed before the appointment so we can decide on the most suitable approach.

6. Waste Regulations and Disposal

Any waste removed as part of the cleaning service will be handled in accordance with applicable UK waste management rules and environmental obligations. We do not operate as a general waste collection or disposal contractor unless this has been clearly included in the service scope. Standard domestic rubbish generated during the course of cleaning may be bagged and placed in the designated disposal area if you have instructed us to do so and local arrangements allow it.

We will not dispose of hazardous waste, electrical waste, sharps, chemicals, confidential documents, medical waste, asbestos, or any other regulated material unless this has been specifically agreed in advance and can be lawfully managed by appropriate means. If such materials are found during the service, we may pause the work and request instructions. You remain responsible for ensuring any waste requiring specialist disposal is handled in accordance with the law.

Where waste is removed from the premises by our team, you confirm that the material is non-hazardous and that you have authority to ask for its removal. Any incorrect description of waste may lead to refusal of the work, additional charges, or referral to the relevant authorities where required. We reserve the right to stop work if we believe a request would breach environmental, health, safety, or waste handling obligations.

7. Complaints, Amendments, and Service Standards

If you believe the service has not been completed as agreed, you should tell us within a reasonable period after the appointment so that we can review the matter. We may ask for supporting information and may offer a re-clean, partial refund, or another fair remedy depending on the facts. Any remedy will be considered without affecting rights that cannot be excluded under law.

These terms may be updated from time to time to reflect changes in our services, operating practices, or legal obligations. The version applicable to your booking will be the version in force at the time your booking was confirmed, unless a later change is required by law or is agreed in writing. Updated terms do not usually alter completed appointments retrospectively.

We may transfer or subcontract parts of the service to suitably qualified personnel where necessary, but we remain responsible for the performance of the service to the extent required by law. You may not transfer your booking or any rights under these terms without our prior written consent. Our failure to enforce any part of these terms on one occasion does not waive our right to enforce it later.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring a claim in another UK jurisdiction. If any dispute cannot be resolved amicably, the matter will be dealt with under the applicable legal framework of the United Kingdom.

By booking with Bermondsey Cleaners, you confirm that you have read, understood, and accepted these Terms and Conditions. They are intended to provide a clear and fair basis for all cleaning services, while protecting both the customer and the company through sensible booking, payment, cancellation, liability, waste, and legal arrangements.