Stockwell Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Stockwell Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before placing any order for cleaning services, because they explain how bookings are made, when payment is due, what happens if a visit is cancelled or rescheduled, and how liability is limited where the law allows.
For the purposes of these terms, references to we, us, and our mean Stockwell Cleaners, and references to you and the customer mean the person or business requesting the service. These terms apply to all standard and specialist services, including regular cleaning arrangements, one-off visits, deep cleans, end-of-tenancy jobs, and any additional tasks agreed in advance. If there is any conflict between a written quotation and these Terms and Conditions, the written quotation will take priority only in relation to the specific points it changes.
We may update these terms from time to time, and the version in force at the time of booking will normally apply to that booking. Any variation must be agreed in writing unless required by law. Nothing in these terms affects your statutory rights as a consumer under UK law, and nothing is intended to exclude liability where it cannot legally be excluded.
1. Booking Process
Bookings for Stockwell cleaning services are accepted subject to availability. A request for an appointment does not create a binding contract until we confirm the service details, date, time window, and scope of work. Confirmation may be provided verbally, by message, or in writing. The customer is responsible for ensuring that the information supplied at booking is accurate, including the property address, access arrangements, the size and condition of the premises, and any known hazards or special requirements.
When requesting a booking, you should provide a clear description of the work needed. This may include the number of rooms, surfaces, appliances, or fixtures to be cleaned and whether any specialist products or equipment may be required. We reserve the right to decline, amend, or reprice a booking if the information supplied is incomplete, misleading, or materially changes the expected workload. Any quotation is based on the details available at the time and may be revised if the actual condition or size of the premises differs from what was described.
The customer must ensure that the property is accessible on the agreed day and within the agreed time slot. If access cannot be obtained, or if we are unable to begin work due to the absence of keys, security codes, parking restrictions, or other access issues, this may be treated as a late cancellation or wasted visit. In some cases, we may wait for a reasonable period, but we are not required to do so unless specifically agreed. Where the service depends on the customer being present, the customer should arrive on time or provide alternative arrangements in advance.
2. Services, Scope, and Customer Responsibilities
Our services are provided on the understanding that the customer has obtained all necessary permissions to request work at the property. The customer must inform us of any fragile items, valuable goods, hidden risks, water leaks, electrical faults, contamination, or other conditions that may affect the safety or quality of the work. We may refuse to clean items or areas that present an unreasonable risk to our staff, property, or equipment. This includes situations where the premises are unsanitary, infested, or contain hazardous substances beyond ordinary domestic cleaning conditions.
Where a service is described as a deep clean, an end of tenancy clean, or a specialist clean, it remains subject to the condition and contents of the property at the time of attendance. Such services are not a guarantee that every stain, mark, odour, or deterioration can be removed. Results may vary depending on surface type, age of materials, previous maintenance, and environmental factors. We may use professional judgement to determine the most appropriate cleaning methods, provided these remain within the agreed scope and are reasonably suited to the task.
Customers must secure pets, remove personal belongings if necessary, and provide sufficient working space for the cleaning team. Unless otherwise agreed, we are not responsible for moving heavy furniture, disconnecting appliances, or handling fixtures that require specialist competence. If you ask us to move or clean behind items, you accept the risk of pre-existing damage or instability unless we have explicitly agreed to take on that risk. Customers are encouraged to make a note of any existing damage before the visit begins.
3. Payments and Charges
All prices are stated in pounds sterling unless otherwise agreed. Charges may be based on hourly rates, fixed fees, or a combination of both depending on the type of house cleaning or commercial work requested. Unless we agree a fixed price in writing, the final amount payable may depend on the time spent and any additional services carried out at the customer’s request. If the premises require more work than anticipated, we may explain the revised charge before continuing, where reasonably practicable.
Payment terms will be confirmed at booking. In many cases, payment is due on completion of the service, but we may require a deposit, advance payment, or immediate settlement for certain appointments, larger jobs, or repeat schedules. We may also request payment in advance where the customer has previously cancelled late, failed to provide access, or otherwise caused loss. Accepted payment methods may vary, and any bank charges, card fees, or transfer costs imposed by a third party remain the customer’s responsibility unless we say otherwise.
Invoices must be paid by the date stated on the invoice. If payment is late, we reserve the right to charge interest and recovery costs to the extent permitted by law, and to suspend further services until the account is settled. We may also refuse future bookings where there is an outstanding balance. Any discount, promotion, or loyalty arrangement is offered at our discretion and may be withdrawn or amended for future bookings without notice, except where it has already been confirmed for a specific appointment.
4. Cancellations, Rescheduling, and Missed Appointments
We understand that plans change, but cancellations and rescheduling requests should be made as early as possible. Unless a different notice period is stated in the booking confirmation, we ask for reasonable advance notice before cancelling or moving an appointment. If notice is given too late, we may charge a cancellation fee to cover the lost booking time and any costs already incurred. For repeat services, a regular slot may be released if it is repeatedly cancelled or changed at short notice.
Where the customer fails to provide access, is absent when attendance is required, or does not have the property ready for cleaning, the appointment may be treated as a failed visit and charged in full or in part. This includes situations in which utilities essential for the job are unavailable, such as water or electricity, if these are necessary for the safe performance of the work. If our team attends and cannot reasonably complete the service due to customer-related issues, we may leave and invoice for the lost time.
We may cancel or reschedule a booking where staff availability changes, where weather or travel disruption makes attendance unsafe or impractical, or where unexpected circumstances affect our ability to carry out the service. In such cases, we will aim to notify the customer promptly and offer an alternative appointment where possible. We are not liable for indirect losses arising from a lawful cancellation or rescheduling, provided we act reasonably and in line with these terms.
5. Liability and Limitations
We will exercise reasonable care and skill in providing professional cleaning services. However, our liability is limited to losses that are directly caused by our negligence or breach of contract and that were reasonably foreseeable at the time the contract was formed. We do not accept liability for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss, except where such exclusion is not permitted by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other matter that cannot legally be excluded.
Although our team takes reasonable precautions, we are not responsible for pre-existing damage, wear and tear, hidden defects, faulty fittings, unstable fixtures, or items that deteriorate during normal use or as a result of age. Surfaces, fabrics, finishes, and appliances may react differently to cleaning products, water, heat, or agitation. The customer accepts that some materials are delicate or unsuitable for standard cleaning methods. If we believe a surface may be damaged by standard treatment, we may decline to clean it or may proceed only at the customer’s request and risk.
If you believe damage has occurred during a visit, you must notify us within a reasonable time and provide clear details, including photographs where available. This allows us to investigate properly. We may inspect the property or request evidence before deciding whether any remedy is due. Where liability is accepted, our total liability for any single booking shall not exceed the amount paid for the service in question, except where a higher limit is required by law. Any claim must be brought with reasonable promptness so that facts and evidence remain available.
6. Waste Regulations and Environmental Compliance
Stockwell Cleaners operates in line with applicable UK waste regulations and expects customers to cooperate with lawful disposal arrangements. Unless expressly agreed, we do not remove controlled waste, hazardous waste, clinical waste, asbestos-containing materials, sharps, chemical containers, or other regulated items. The customer must inform us in advance if any waste at the premises may require special handling. If prohibited or regulated waste is discovered during the booking, we may stop the service, leave the item untouched, or request a revised arrangement.
Where a cleaning task involves disposing of ordinary waste generated during the service, we will act responsibly and in accordance with applicable environmental rules. However, the customer remains responsible for arranging the lawful disposal of any household or commercial waste that falls outside the normal scope of cleaning. We may separate waste for recycling where appropriate, but we do not guarantee that all materials can be recycled or disposed of in any particular way. Packaging, contaminated cloths, and disposable items used during the visit may be removed only if this is included in the agreed service.
Customers must not ask us to dispose of items in a way that would breach waste, environmental, or safety regulations. If we suspect that a requested disposal method is unlawful or unsafe, we may refuse the instruction without liability. Where the customer provides bins, skips, or collection arrangements, it is the customer’s responsibility to ensure they are suitable and lawful for the materials involved. Any additional costs arising from special disposal requirements may be charged to the customer if they were not reasonably foreseeable when the booking was made.
7. Complaints, Access, and Data Use
We aim to deal fairly with any issue raised about the service. If there is a complaint regarding the quality of work, the customer should notify us as soon as possible so we can assess the matter while the circumstances are still fresh. Depending on the issue, we may offer a revisit, partial adjustment, or another reasonable remedy. Complaints will be considered in good faith, but any remedy will depend on the facts, the scope of the original booking, and whether the customer has complied with these terms.
We may take and keep necessary booking records, service notes, and payment information for operational, accounting, and legal purposes. Any personal data will be handled in accordance with applicable data protection law and our lawful business obligations. We only use the information required to manage bookings, provide services, process payments, handle disputes, and maintain records. Customers should ensure that any third-party information they provide to us has been shared lawfully.
If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing a right will operate as a waiver of that right. A single booking does not create a partnership, joint venture, or employment relationship between the parties, and no person other than the customer may rely on these terms unless required by law.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with the provision of Stockwell cleaning services, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law allows the customer to bring a claim elsewhere within the UK. If the customer is acting as a business, any dispute shall be determined in the courts of England and Wales alone.
By booking our services, you confirm that you have read, understood, and agreed to these Terms and Conditions. They are intended to provide a fair framework for both parties and to support a clear, professional service relationship. Where any matter is not covered explicitly, it will be handled in a reasonable manner consistent with the purpose of these terms, the booking confirmation, and applicable UK law.
