Terms and Conditions for Cleaners Pimlico

These Terms and Conditions set out the basis on which Cleaners Pimlico provides domestic and commercial cleaning services to customers in the UK. By making a booking, you agree to be bound by these terms, which are designed to create a clear, fair and practical service arrangement for both parties. They apply to all standard cleaning, deep cleaning, end-of-tenancy cleaning, one-off visits and recurring appointments arranged through our booking process.

For the purpose of these terms, references to “we”, “us” and “our” mean the cleaning service provider operating under the Pimlico cleaners brand, and references to “you” and “your” mean the customer placing the booking. These terms should be read together with any job-specific details confirmed at the time of booking, including the service type, schedule, estimated duration, expected scope of work and any special requirements you have requested.

We reserve the right to update these terms from time to time. Any changes will apply to new bookings and, where reasonably necessary, to existing arrangements if required by law, safety considerations or operational needs. Continued use of the service after an update will be treated as acceptance of the revised terms. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

1. Booking Process
Bookings may be made by telephone, email, online form or other accepted channel. A booking is not confirmed until we have reviewed the requested service and provided an acceptance message, quotation or booking confirmation. The confirmation may include the planned date, estimated time, service description, team size, and any conditions that apply to the visit.

When you request a service, you must provide accurate and complete information. This includes the property address, access details, parking restrictions where relevant, the type of cleaning required, and any hazards or special instructions. If the information supplied is inaccurate or incomplete, we may need to adjust the price, duration or staffing, or in some cases cancel the visit if the service cannot be delivered safely or effectively.

We aim to assign suitable cleaners for each job, but the exact team may vary depending on availability. You agree that reasonable substitutions may be made without affecting your booking, provided the service remains substantially the same. Any time estimate given is approximate and may change if the property condition, access issues or additional tasks differ from the original description.

Bookings for cleaners in Pimlico are subject to minimum notice periods or availability constraints during busy periods. If you request a same-day or urgent appointment, we will do our best to assist, but we cannot guarantee availability. We may also require confirmation of special instructions, property access or payment method before accepting certain appointments.

2. Pricing and Payments
All prices are quoted in pounds sterling unless stated otherwise. The price may be fixed, hourly or estimated depending on the service type. Quotes are based on the information you provide and may change if the actual condition of the property is materially different from what was described at the time of booking. Additional work requested on site may be chargeable.

Payment terms will be confirmed in advance. In many cases, payment is due on completion of the service, but we may require full or partial advance payment for new customers, high-value bookings, special materials, or repeated cancellations. Accepted payment methods may include bank transfer, card payment, online payment or another agreed method. Any payment processing fees, if applicable, will be stated clearly before confirmation.

If an invoice is issued, it must be paid by the date shown on the invoice. Late payments may result in a suspension of future services, administration charges where permitted by law, and recovery of reasonable costs associated with collecting overdue sums. You are responsible for ensuring that sufficient funds or payment authority are available on the agreed date.

Any discount, promotion or voucher is subject to the stated conditions and may be withdrawn if used incorrectly or alongside another offer unless expressly allowed. Prices do not include services that were not requested or were impossible to include within the original booking due to time limits, access restrictions or safety concerns. We may suggest additional time or an amended service if the scope increases.

3. Cancellations and Amendments
You may request changes to your booking, including moving the date, changing the time, or adjusting the service scope. We will try to accommodate reasonable amendments, but changes are subject to availability and may affect the price. A revised quotation may be required if the task becomes larger or more complex than initially booked.

Cancellations made within the agreed notice period will normally not attract a charge. If you cancel too late, fail to provide access, or are not present when attendance is required, we may charge a cancellation fee or the full booking amount, depending on the circumstances and the amount of time reserved for your appointment. This is necessary because we allocate staff and schedule work in advance.

We may cancel or reschedule a booking if staff illness, unsafe conditions, severe weather, equipment failure or other events outside our reasonable control prevent performance of the service. In such cases, we will offer an alternative date or refund any prepaid amount for the affected visit, where appropriate. We will not be liable for losses resulting from a cancellation or delay caused by events beyond our control.

4. Access, Preparation and Customer Responsibilities
You must ensure that we can access the property at the agreed time and that the premises are reasonably prepared for cleaning. This includes securing pets, removing fragile items where necessary, providing water and electricity, and disclosing anything that could create a risk to staff. If we arrive and cannot begin work due to lack of access or unsafe conditions, the visit may still be chargeable.

For safety and efficiency, valuables should be stored securely before the appointment begins. We do not accept responsibility for items left in a way that makes normal cleaning difficult or hazardous unless loss or damage arises from our proven negligence. The customer remains responsible for maintaining suitable working conditions and for informing us about alarm systems, restricted areas or building rules that could affect the service.

5. Liability and Limitations
We will provide our services with reasonable care and skill. If we fail to do so, we may, at our option, re-perform the affected part of the service, reduce the charge, or offer another fair remedy. Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

Subject to the foregoing, our liability for direct loss arising from any one booking will be limited to the amount paid or payable for that specific service, except where a higher limit is required by law. We are not responsible for indirect or consequential losses, loss of profit, loss of business, or loss arising from pre-existing defects, hidden damage, poor condition of surfaces, or items that were already unstable, worn or incorrectly installed.

We are not liable for damage caused by inaccurate instructions, undisclosed hazards, prohibited materials, or the use of fragile surfaces where you have not warned us that special care is needed. Where you ask us to move heavy or delicate items, you accept the risk associated with that request unless we agree in writing to a different arrangement. Any claim for damage should be reported as soon as reasonably possible and, in any event, within a reasonable period after the service.

6. Waste Regulations and Disposal
We will handle waste in accordance with applicable UK waste rules and only within the scope of the service agreed. Standard cleaning waste such as dust, packaging from cleaning supplies, vacuum contents and minor general waste may be removed where that is part of the booked service and where lawful and practical to do so. However, we do not provide general waste collection or removal services unless expressly agreed in writing.

It is your responsibility to classify and separate any special waste before the appointment if removal is requested. This includes items that may be hazardous, contaminated, sharp, electrical, bulky, or otherwise subject to specific disposal controls. We will not transport or dispose of materials that we reasonably believe are hazardous, unlawful, unsafe or outside our operational permissions.

If waste must be left for collection, you must ensure it is stored in a lawful and hygienic manner and that any local collection rules are followed by you, not by us unless specifically included in the service. We may decline to handle materials that could expose staff to risk, such as bodily fluids, mould-infested waste, chemicals, asbestos-related debris, needles, sharps or animal waste. In such cases, we may recommend that specialist contractors are used.

7. Health, Safety and Property Conditions
We prioritise safety for our team and for occupants of the premises. If we believe the property is unsafe, excessively dirty in a way that creates a serious risk, or affected by pest infestation, biohazards or dangerous substances, we may stop work immediately. Any time spent attending the site may still be charged if the service cannot continue for safety reasons.

Cleaning products and equipment may not be suitable for every surface. If you have marble, untreated wood, antique items, specialist fittings or other sensitive materials, you must tell us in advance. We will use reasonable care, but we cannot guarantee results on surfaces that are delicate, degraded or not intended for standard cleaning methods. Proper disclosure is essential to reduce the risk of damage or dissatisfaction.

8. Complaints and Service Issues
If you are unhappy with any aspect of the service, you should notify us within a reasonable time so that we can review the matter. Please provide relevant details and, where possible, photographs or a clear description of the issue. We may inspect the matter, offer a re-clean, or provide another appropriate remedy if the complaint is upheld.

Complaints about missed areas, insufficient finish or other service-related concerns will not automatically result in a refund, particularly where the issue could have been corrected by a return visit or where the customer did not provide enough information to allow the work to be completed properly. We aim to handle concerns fairly and proportionately, taking into account the original instructions and the condition of the property at the time of service.

9. Governing Law and Jurisdiction
These terms and any dispute or claim arising from them shall be governed by and construed in accordance with the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, any mandatory protections available to you under local law will continue to apply where required.

Any dispute that cannot be resolved amicably may be brought before the courts of England and Wales, unless consumer law requires a different forum. Nothing in these terms affects your statutory rights. This agreement is intended to be read as a practical service contract for the supply of cleaning services by Cleaners Pimlico, with clear expectations for booking, payment, attendance, liability and waste handling.

10. General Provisions
If we do not enforce any part of these terms immediately, that does not mean we waive our right to do so later. A delay in acting will not prevent us from relying on the relevant provision. You may not transfer your rights or obligations under the booking without our written consent. We may assign our rights where reasonably necessary for business or operational reasons.

The headings in these terms are for convenience only and do not affect interpretation. If there is a conflict between these terms and a specific written agreement for a booking, the specific agreement will take precedence to the extent of the inconsistency. By using the service, you confirm that you have read, understood and accepted these terms as part of your arrangement with the cleaners Pimlico service provider.