Chelsea Cleaners Terms and Conditions

These terms and conditions set out the basis on which Chelsea Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these service terms. They are intended to create clarity about the booking process, payment arrangements, cancellations, liability, waste handling, and the legal framework that applies to the service.

For the purposes of this document, references to we, us, and our mean Chelsea Cleaners, and references to you and your mean the customer, client, or person authorising the cleaning service. These terms apply to all standard cleaning, deep cleaning, end-of-tenancy cleaning, and related cleaning services unless a separate written agreement states otherwise. If there is any conflict between these terms and a written quotation or order confirmation, the written confirmation will take precedence to the extent of the conflict.

We may update these service terms from time to time to reflect changes in law, operational requirements, or service standards. The version in force at the time of booking will normally apply to that booking unless a change is required by law or is expressly stated to have immediate effect. It is your responsibility to review the applicable terms before confirming a service, especially where access, materials, cleaning scope, or site conditions may affect performance.

Booking Process

A booking with Chelsea Cleaners may be requested through agreed channels and will only be confirmed once we have accepted the request. A request is not itself a binding acceptance. We may ask for details about the property, the type of cleaning required, the number of rooms, the level of dirt or build-up, access arrangements, and any special instructions. This information helps us provide an accurate quotation and allocate suitable time, staffing, and equipment.

When you submit a booking request for Chelsea cleaning services, you must ensure that all information provided is accurate and complete. If any material information is missing or incorrect, the quoted price, duration, or team size may need to be revised. We may adjust the booking details if the property is larger than described, if access is restricted, if the service requested differs from the original specification, or if we discover conditions that require additional labour, equipment, or time.

Booking confirmation will usually be issued once the service scope, date, estimated duration, and price have been agreed. Confirmation may be given in writing or by other recorded means. You are responsible for checking that the confirmed details are correct, including the address, date, arrival window, service type, and any key instructions. If you require changes after confirmation, we will try to accommodate them, but we cannot guarantee availability.

We reserve the right to refuse or cancel a booking if we reasonably believe that the service cannot be performed safely, lawfully, or within the agreed parameters. This may include situations involving hazardous materials, excessive clutter, unsafe access, aggressive behaviour, pest infestation, or conditions that create health and safety risks. If a booking is refused or cancelled for such reasons, any applicable charges will be determined in accordance with these terms and the circumstances of the case.

You must arrange access to the property at the agreed time. Where relevant, this may include providing keys, fobs, security codes, parking information, or the presence of an authorised person. If our team cannot gain access, or if access is materially delayed, the appointment may be treated as a late cancellation or missed visit. We are not responsible for losses arising from your failure to secure access or provide accurate entry details.

Payments and Charges

All prices are normally quoted in pounds sterling and may be based on hourly rates, fixed fees, or a combination of both depending on the cleaning service selected. Unless stated otherwise, quotes are based on the information you provide and on the assumption that the property is in a condition reasonably consistent with the description supplied. Additional work outside the agreed scope may incur extra charges.

Payment terms will be confirmed during booking. In many cases, payment may be required in advance, on completion, or partly in advance and partly after completion, depending on the service type and risk profile. We may also request a deposit to secure a booking, particularly for larger or highly scheduled jobs. Any deposit paid may be applied against the final invoice unless otherwise stated.

You must pay all sums due by the due date shown on the invoice or booking confirmation. If payment is made by bank transfer, card, or another approved method, you are responsible for ensuring the payment is authorised and completed in full. Any bank charges, failed-payment fees, or reversal costs caused by your payment provider may be passed on to you where permitted by law.

Where a service extends beyond the original estimate because of unreported conditions, extra rooms, heavy soiling, excessive scale, or other factors beyond our reasonable control, we may revise the fee accordingly. A member of our team may discuss the revised cost with you before continuing the work. If you decline the revised charge, we may stop work and invoice for the portion already completed and any reasonable costs incurred.

Late payment may result in additional charges where permitted by law, including reasonable administration costs and interest on overdue sums. We reserve the right to suspend future services, withhold non-essential follow-up visits, or pursue recovery action if payment remains outstanding. Where a pricing dispute arises, you must pay any undisputed amount on time while the dispute is reviewed.

Cancellations and Amendments

You may cancel or reschedule a booking, but notice requirements apply. If you cancel with sufficient advance notice, no cancellation fee may apply. If you cancel at short notice, fail to provide access, or are not present where your attendance is required, we may charge a cancellation fee or the full booked amount depending on the timing and the resources already committed. The specific fee will reflect the notice given, the nature of the service, and any non-recoverable costs.

If you wish to amend a confirmed booking, please do so as early as possible. We will use reasonable efforts to accommodate changes to the date, scope, or duration of the service, but amended requests may affect the price and availability. Repeated changes may require a fresh quotation. For time-sensitive services, including scheduled cleanings linked to move-out dates or property handovers, amendments may not be possible at short notice.

We may cancel or reschedule a booking due to staff illness, adverse travel conditions, equipment failure, safety concerns, or other circumstances outside our reasonable control. If we do so, we will take reasonable steps to notify you and offer an alternative date where possible. Our liability for cancellation will be limited to refunding any amounts paid for the cancelled service, unless otherwise required by law.

If the property is not ready for cleaning at the agreed time, or if circumstances materially differ from those described at booking, we may shorten, postpone, or cancel the visit. Examples include ongoing building work, lack of water or electricity where needed, contamination, or failure to clear items that prevent access to surfaces. Any resulting delay or cancellation may be chargeable if it arises from circumstances within your control.

Liability and Service Standards

We will perform our cleaning services with reasonable care and skill, in line with normal professional standards. However, cleaning outcomes can be influenced by the age, condition, and material of surfaces, as well as by prior wear, staining, poor maintenance, or manufacturer limitations. Some marks, stains, odours, or residues may be permanent or may require specialist treatment outside the standard service scope.

Nothing in these terms limits or excludes 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. Subject to that, our total liability for loss or damage arising from a single booking will be limited to the amount paid or payable for the relevant service, except where a higher limit is required by law.

We are not liable for pre-existing damage, hidden defects, fragile fixtures, loose fittings, or items that are already unstable, poorly installed, or at end of life. You should remove or secure valuables, cash, jewellery, documents, and other sensitive items before the service begins. Where appropriate, you should also notify us of delicate materials, special finishes, or items that require extra care.

If we move items as part of the service, we will exercise reasonable care, but you remain responsible for ensuring that moveable items are suitable to be handled and replaced. We are not responsible for damage caused by items becoming dislodged due to their own instability, improper installation, or pre-existing weakness. Any complaint about damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after the service.

Our liability does not extend to losses that are indirect, consequential, or purely economic, such as loss of profit, loss of business, missed deadlines, or inconvenience, except where such exclusion is prohibited by law. Any claim against us must be supported by evidence of the alleged loss or damage. We may request photographs, invoices, or other relevant information in order to assess the matter properly.

Waste Regulations and Disposal

All waste handling will be carried out in accordance with applicable UK waste regulations and environmental obligations. Unless otherwise agreed, our cleaning service includes routine collection of general waste generated during the cleaning process, such as packaging, dust, and disposable materials, but does not include the removal of bulky items, construction waste, hazardous substances, sharps, clinical waste, electrical waste, or other regulated materials.

You must tell us in advance if the property contains items requiring special disposal or if the cleaning area may involve hazardous contamination. We may refuse to handle waste that we reasonably consider unsafe, unlawful to transport, or outside our authorised service scope. Where any waste must be separated, bagged, or left for collection in accordance with local rules or site procedures, you are responsible for giving clear instructions and for ensuring that disposal arrangements are lawful and suitable.

We will not intentionally dispose of personal documents, valuables, medication, electronics, or items that may have sentimental or legal importance unless you have expressly authorised us to do so. If we find items that appear valuable, confidential, or important, we may set them aside where reasonably practicable. We do not accept responsibility for items discarded in error if they were not clearly marked, separated, or identified as retention items.

Any waste we remove on your behalf remains subject to the laws and rules governing waste transfer and environmental care. You must not ask us to dispose of prohibited materials or to act in a way that would breach disposal laws. If a task would require such action, we may decline it without liability. Any additional costs associated with lawful specialist disposal may be charged separately, subject to prior agreement where reasonably practicable.

Customer Responsibilities

You are responsible for ensuring that the property is reasonably accessible, safe to enter, and suitable for cleaning. This includes securing pets, providing safe conditions for our staff, and notifying us of any hazards, contamination, or vulnerable areas. If children, animals, or third parties are present, you must supervise them appropriately and ensure they do not interfere with the cleaning work.

You should also ensure that the utilities required for the service are available where necessary, including water, electricity, and lighting. If these are unavailable or restricted, we may be unable to complete the work fully or safely. In such cases, the service may be rescheduled, completed in part, or billed according to time spent and costs incurred.

Where keys or access devices are entrusted to us, we will take reasonable care of them, but you remain responsible for providing replacements or instructions if they are lost, defective, or fail to operate. You should inform us immediately of any security concern relating to access, including changed codes or restricted entry arrangements.

Complaints, Governing Law and General Provisions

If you are dissatisfied with any part of the service, you should notify us promptly and give us a reasonable opportunity to review the issue. We may ask for supporting information and may offer a re-clean, partial refund, or another appropriate remedy depending on the circumstances. A complaint does not automatically entitle you to withhold payment for completed work unless the issue is serious and clearly justified.

These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, including questions about interpretation, performance, or enforceability, will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. Nothing in these terms affects your statutory rights as a consumer where applicable.

If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No waiver of any right or remedy will operate as a waiver of any other right or remedy. These terms constitute the entire agreement between you and Chelsea Cleaners in relation to the relevant booking, unless varied in writing or by a valid service confirmation.

By proceeding with a booking for Chelsea Cleaner services, or by allowing work to commence, you confirm that you have read, understood, and agreed to these terms and conditions. You also confirm that you are authorised to make the booking and to accept responsibility for payment, access, and compliance with any relevant property requirements. These service terms are designed to support a fair, transparent, and professional cleaning arrangement for all parties involved.