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 an appointment, or allowing our team to commence work, you agree to be bound by these terms. They are designed to clarify expectations for both parties, including how services are arranged, how payment works, how changes and cancellations are handled, and the limits of our responsibility. We use the terms cleaning service, cleaners service, and Bermondsey cleaning services interchangeably throughout this page for clarity.

1. Booking process
Bookings may be made by phone, email, online form, or any other booking method made available from time to time. A booking is only considered confirmed once we have acknowledged the request and, where relevant, received any required deposit or pre-authorisation. You must provide accurate information when placing a booking, including the property address, access details, parking restrictions, cleaning priorities, and any known hazards. If the information supplied is incomplete or incorrect, we may need to revise the appointment time, the duration, or the price quoted for the service.

When a booking is arranged for Bermondsey Cleaners, the agreed service scope will be based on the information available at the time of booking. This may include one-off domestic cleaning, regular cleaning, deep cleaning, end of tenancy cleaning, or other specialist arrangements agreed in writing. Any requested add-ons, such as oven cleaning, inside-window cleaning, or appliance detailing, must be agreed in advance unless otherwise stated. We reserve the right to refuse a booking if the service requested is outside our capability, unsafe, unlawful, or unsuitable for the assigned staff.

2. Access and service delivery
You are responsible for ensuring safe access to the premises at the scheduled time. This includes providing keys, entry codes, alarm instructions, building access arrangements, and any other necessary information. If our team cannot access the property at the agreed time, the booking may be treated as a late cancellation or a failed visit. Where the service requires the customer to be present, you must ensure someone responsible is available to grant access and confirm any special instructions.

We may adjust the service timetable if circumstances beyond our control affect attendance or completion. These circumstances may include severe weather, transport disruption, illness, accidents, equipment failure, or events that create health and safety concerns. If a delay or rescheduling becomes necessary, we will aim to notify you as soon as reasonably possible. While we will make reasonable efforts to complete the service at the scheduled time, arrival windows are estimates rather than absolute guarantees unless a fixed time has been expressly agreed in writing.

3. Changes to bookings
You may request changes to your appointment, including the date, time, frequency, or scope of work. Any changes are subject to availability and may affect the final price. If the service scope increases materially on arrival, we may revise the quotation before proceeding. If the scope is reduced substantially after arrival, the original agreed minimum charge may still apply. We recommend notifying us of any change as early as possible so that the cleaning service can be arranged efficiently and fairly.

4. Pricing and payments
All prices are quoted in pounds sterling unless stated otherwise. Pricing may be based on hourly rates, fixed prices, property size, service type, or a combination of these methods. Any quotation is based on the information you provide and may be subject to review if the actual condition of the property differs significantly from that description. If additional time, labour, or materials are required because the property was not as described, we may charge an adjusted amount with your consent.

Payment terms depend on the nature of the service. For regular cleaning, payment may be taken after each visit, weekly, monthly, or by another agreed schedule. For one-off or specialist work, full or partial payment may be required in advance. Unless otherwise agreed, invoices are due immediately upon receipt or within the period stated on the invoice. We may use secure third-party payment processors. By making a payment, you confirm that you are authorised to use the selected payment method and that sufficient funds or credit are available.

If a payment fails, is reversed, or is later disputed without reasonable grounds, we may suspend future services until the outstanding balance is settled. Late payments may incur reasonable administrative charges and interest where permitted by law. We reserve the right to recover any costs incurred in pursuing unpaid sums, including bank charges, legal fees, and debt collection costs, to the extent allowed under applicable UK law. Any discounts, vouchers, or promotional offers are applied only in accordance with their stated conditions and may be withdrawn if those conditions are not met.

5. Cancellations and rescheduling
You may cancel or reschedule a cleaning appointment by giving notice within the period specified at the time of booking or, if no period is stated, within a reasonable time before the scheduled visit. Cancellations made with insufficient notice may be charged in full or in part, depending on the resources already allocated and any loss of booking opportunity. If a cleaner is already en route or has arrived at the property, the service may be treated as completed for cancellation purposes.

Where recurring cleaning is arranged, repeated short-notice cancellations may lead us to revise the service arrangement or withdraw regular availability. If we must cancel or reschedule due to staff availability, safety concerns, or operational reasons, we will take reasonable steps to offer an alternative appointment. We are not liable for indirect losses arising from a cancellation or postponement where those losses are outside our reasonable control. Nothing in these terms affects your statutory rights under UK consumer law where they apply.

6. Customer responsibilities
You must ensure that the premises are reasonably safe for our staff and that any special risks are disclosed in advance. This includes, without limitation, slippery surfaces, loose wiring, fragile fittings, aggressive pets, biohazards, infestations, mould, or hazardous substances. You must also secure or remove items of exceptional value, sensitive documents, and irreplaceable possessions before the service begins. Unless otherwise agreed, our team will not clean items that are unsafe to handle or that require specialist restoration expertise.

7. Liability and limitations
Bermondsey Cleaners will exercise reasonable care and skill in delivering each service. If damage is caused directly by our proven negligence, we may, at our discretion, repair, replace, or compensate for the affected item up to a reasonable amount reflecting the item’s age, condition, and market value. We do not accept liability for pre-existing damage, wear and tear, hidden defects, structural issues, defective fixtures, or damage arising from inaccurate information supplied by the customer.

We are not responsible for loss or damage to items that have not been properly secured, removed, or declared, particularly where the item is fragile, valuable, or vulnerable to cleaning products or ordinary handling. To the fullest extent permitted by law, we exclude liability for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or emotional distress. Nothing in these Terms and Conditions limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

8. Complaints and reporting concerns
If you believe that a service has not been carried out to a reasonable standard, you should notify us as soon as possible and, where practical, before any further cleaning or remedial work is undertaken by another party. This allows us to review the matter fairly and, if appropriate, inspect the issue or propose a remedy. Claims made long after the service date may be harder to verify, especially where the condition of the property has changed in the meantime. Any investigation will be based on the available records, photographs, and other relevant evidence.

9. Waste handling and regulations
Our cleaners may remove routine waste generated during the cleaning process, such as dust, vacuum debris, and small disposable items, where this is part of the agreed service. However, we do not provide waste disposal services for prohibited, hazardous, clinical, chemical, electrical, or bulky waste unless this is expressly agreed in advance and handled in compliance with applicable regulations. You remain responsible for lawful disposal of items that require specialist collection, treatment, or recycling.

All waste management must comply with relevant UK legislation, including environmental and public health requirements. This means waste must be stored, moved, and disposed of responsibly and in a manner that does not create risk to people, property, or the environment. If our team identifies materials that may be unsafe or unlawful to remove, we may leave them in place and alert you to the issue. We are not obliged to transport waste that could expose staff to contamination, injury, or regulatory breach. Where waste transfer documentation or additional handling is required by law, the customer must provide the necessary information and cooperation.

10. Materials, equipment, and products
Unless otherwise agreed, we provide standard cleaning equipment and products suitable for normal household or office use. We may decline to use products supplied by the customer if they appear unsafe, unsuitable, expired, or likely to damage surfaces. If you request the use of a particular product, you accept responsibility for confirming that it is appropriate for the relevant surfaces and materials. We are not liable for any adverse result caused by customer-supplied materials, instructions, or equipment that are defective or unsuitable.

11. Property, keys, and security
If keys, fobs, access cards, or codes are provided to enable unattended access, we will take reasonable care in their handling. However, you are encouraged to maintain appropriate security precautions, such as limiting access to authorised persons and changing codes if you believe they may have been compromised. We may refuse to retain keys or access devices if doing so would be impractical or unsafe. Any return or collection arrangements for access items should be agreed in advance. Where we hold access items, they will be used only for the purpose of delivering the agreed cleaning services.

12. Insurance and professional standards
We aim to maintain appropriate operational standards and, where applicable, insurance cover relevant to our services. However, insurance does not alter the need for customers to disclose risks accurately, protect fragile items, and comply with these terms. The existence of insurance does not mean that all claims will be accepted. Each claim will be assessed on its own facts, and payment may be refused where the alleged loss falls outside our responsibility, where evidence is insufficient, or where the customer has not taken reasonable steps to prevent avoidable loss.

13. Governing law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer legislation provides otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. Failure by either party to enforce any right or provision will not constitute a waiver of that right or provision.

14. General provisions
We may update these Terms and Conditions from time to time to reflect operational changes, legal requirements, or amendments to our service model. The version in force at the time of booking will normally apply to that booking unless a change is required by law. No variation of these terms will be effective unless agreed by us in writing or made available through an official updated version. These terms form the entire agreement between you and Bermondsey Cleaners in relation to the services booked, subject always to any mandatory rights you may have under UK law.

15. Interpretation
References to “we”, “us”, and “our” mean Bermondsey Cleaners, and references to “you” and “your” mean the customer receiving or requesting the service. Headings are included for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa where the context allows. Where these Terms and Conditions refer to a “reasonable” action, assessment, or cost, the meaning shall be determined by reference to the circumstances at the relevant time and prevailing UK standards for similar cleaners service arrangements.

16. Acceptance of terms
By placing a booking, confirming an appointment, or allowing work to start, you confirm that you have read, understood, and accepted these Terms and Conditions. If you are booking on behalf of another person or organisation, you warrant that you have authority to bind them to the relevant terms. These conditions are intended to support a fair and reliable cleaning service relationship and to ensure that Bermondsey Cleaners can deliver services safely, lawfully, and consistently.