Cleaner Paddington Terms and Conditions
These Terms and Conditions apply to all domestic and commercial cleaning services provided by Cleaner Paddington and set out the basis on which bookings are accepted, services are delivered, and payments are made. By making a booking, the customer agrees to be bound by these terms. If any part of these terms is not clear, the customer should review them carefully before confirming an appointment. The aim of this document is to create a fair, transparent, and practical agreement for both parties.
Throughout this document, the terms “we”, “us”, and “our” refer to the service provider operating under the name Cleaner Paddington. The terms “you” and “your” refer to the customer or the person making the booking. These terms apply whether the booking is made for a one-off clean, a recurring cleaning arrangement, or another service specifically agreed in advance. Any special arrangements must be confirmed in writing or otherwise clearly acknowledged at the time of booking.
We reserve the right to update or amend these Terms and Conditions from time to time. Any updated version will apply to future bookings and, where relevant, to ongoing services after reasonable notice has been given. It is the customer’s responsibility to ensure that the information provided at booking is accurate and complete. If incorrect information is supplied, including service location, access instructions, or property condition details, this may affect the performance of the service, timing, or price.
Booking process begins when you request a cleaning service and provide the details needed for us to assess availability, scope, and pricing. A booking is not confirmed until it has been accepted by us. We may ask for information such as the type of property, the size of the area to be cleaned, the requested service date, and any special requirements. For some services, an estimate may be provided before final confirmation. Estimates are based on the information supplied and may change if the actual conditions differ from those described.
We may refuse or decline a booking at our discretion where we are unable to provide the requested service safely, legally, or within the expected timeframe. Confirmation of a booking may be given verbally, in writing, or by electronic message. Once confirmed, the service date, time, and agreed scope should be treated as fixed unless changed by mutual agreement. The customer must ensure that suitable access is available at the agreed time, including entry arrangements, parking considerations where applicable, and any necessary instructions for gaining access to the property.
If the customer is not present for the appointment, or if access cannot be gained within a reasonable time, we may treat the booking as cancelled by the customer and charge a cancellation or call-out fee in accordance with these terms. Any arrival or completion times are estimates unless a fixed time has been expressly agreed. Delays caused by traffic, weather, or circumstances beyond our reasonable control do not automatically entitle the customer to compensation, although we will always aim to notify the customer of any material delay as soon as reasonably practicable.
Payments must be made in accordance with the price agreed at the time of booking, or as otherwise confirmed before the service begins. Unless specifically agreed otherwise, payment is due upon completion of the service. We may request advance payment, a deposit, or staged payment for certain bookings, including larger projects, regular cleaning arrangements, or services that require specialist resources. Any deposit paid may be used to secure the booking and may be non-refundable where stated at the time of confirmation.
Accepted payment methods may vary and will be communicated at the time of booking or invoice issue. If payment is not received by the due date, we reserve the right to suspend further services, withhold future appointments, or recover overdue amounts. Any bank charges, chargeback fees, or collection costs arising from failed or disputed payments may be charged to the customer where permitted by law. All prices are subject to change for future bookings, but any confirmed booking will normally be charged at the price agreed for that booking unless the scope changes.
If the customer requests additional tasks beyond the original scope, such tasks may be charged as extras and may be billed at an hourly rate or fixed supplement, depending on the nature of the work. Where we identify at the property that the work required is materially different from what was described during booking, we may revise the price before starting the additional work. If the customer does not accept the revised price, we may proceed only with the originally agreed services or, where appropriate, cancel the booking subject to these terms.
Cancellations, rescheduling, and missed appointments
The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period has been agreed in writing, cancellations made close to the appointment time may incur a charge. This is because the appointment slot is reserved exclusively for the customer and may not be recoverable at short notice. Where a deposit has been taken, part or all of it may be retained to cover administrative costs, lost time, and any preparation already undertaken. The amount retained will be reasonable and proportionate to the loss incurred.
If we need to cancel or reschedule due to illness, safety concerns, staff availability, equipment failure, or other circumstances beyond our control, we will notify the customer as soon as reasonably possible and offer an alternative appointment where available. We will not be liable for indirect loss caused by a cancellation or rescheduling unless required by law. If a customer repeatedly fails to provide access, repeatedly cancels at short notice, or behaves in a way that makes the service impractical to deliver, we may refuse future bookings. This does not affect any rights the customer may have under law.
Where a recurring cleaning arrangement is in place, either party may end the arrangement by giving the agreed notice. If no specific notice period has been agreed, reasonable notice should be provided. Any cleaning session already started may be charged in full or in part depending on the amount of work completed. If the property is left in an unsafe, unsanitary, or inaccessible condition, we may withdraw the service and charge for time spent travelling or attending the premises, where this is fair and lawful.
Service standards and customer responsibilities
We will carry out the cleaning service with reasonable care and skill, using suitable methods and products for the task agreed. However, the customer is responsible for ensuring that the property is in a condition that allows the service to be delivered safely. This includes removing or securing valuables, fragile items, cash, important documents, jewellery, and any other items of special value. We do not accept responsibility for loss or damage caused by items that were not reasonably secured or by items that were already defective, unstable, or improperly installed.
The customer should inform us in advance of any known hazards, including but not limited to faulty wiring, loose fittings, water leaks, pest issues, aggressive animals, or restricted access areas. If such issues are discovered during the visit, we may stop work in that area or end the service if continuing would be unsafe. We are entitled to rely on the accuracy of the information provided by the customer. If instructions are unclear or contradictory, we may act in a way that appears reasonable in the circumstances, but we are not responsible for any resulting outcome where the customer failed to give clear directions.
Unless otherwise agreed, we will use our own cleaning products and equipment. If the customer requests that specific products be used, the customer must provide them in suitable condition and must ensure that they are safe for the intended surface. We accept no responsibility for damage caused by customer-supplied products where the product was unsuitable, incorrectly labelled, faulty, or not appropriate for the material being cleaned. The customer should also notify us of any allergies, sensitivities, or surface-specific instructions before the service begins.
Liability and exclusions
We aim to provide a professional cleaning service, but our liability is limited to the extent permitted by law. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we will not be liable for loss of profit, business interruption, loss of opportunity, or any indirect or consequential loss arising from the service.
If damage to property occurs and is directly caused by our negligence, we will consider the matter fairly and may, where appropriate, arrange repair, replacement, or compensation up to the value of the affected item or the reasonable cost of remedying the damage. Customers must notify us of any alleged damage within a reasonable period after the service is completed and must provide evidence where possible. We may request photographs, receipts, or other supporting information before assessing any claim.
We are not responsible for pre-existing damage, wear and tear, hidden defects, or deterioration that becomes visible during or after cleaning. This includes, for example, flaking paint, weakened surfaces, aged grout, fragile materials, or items that were already damaged before the service started. We are also not liable where damage results from the customer’s failure to disclose relevant information, from the use of unsuitable products supplied by the customer, or from circumstances outside our reasonable control. Any claim must be limited to direct loss proven on the balance of probabilities.
Waste regulations and disposal
All waste handling connected with our services will be carried out in accordance with applicable waste regulations and environmental requirements in the United Kingdom. We will not remove, transport, or dispose of controlled, hazardous, medical, chemical, or illegal waste unless this has been specifically agreed in advance and can lawfully be undertaken. The customer must identify any materials that require special handling before the service begins. If prohibited waste is discovered, we may refuse to remove it and may charge for time already spent attending the property.
Where waste is removed as part of the service, the customer remains responsible for ensuring that the materials are suitable for disposal in the agreed manner. We may separate general waste, recyclable waste, and reusable materials where appropriate, but we do not guarantee recycling outcomes. The customer must not ask us to dispose of items in a way that would breach law, regulation, or local authority rules. Any waste left by third parties or any waste that requires a licence, permit, or specialist contractor is outside the standard service unless expressly agreed otherwise.
We may decline to handle sharp objects, contaminated materials, broken glass, bodily fluids, or other potentially hazardous items unless appropriate arrangements have been made. Where a property contains such items, the customer should make this clear before booking. If these items are concealed and identified only during the service, we may pause or terminate the work for safety reasons. Any additional costs arising from lawful disposal requirements, protective equipment, or specialist attendance may be charged to the customer where this has been explained in advance or becomes necessary because of the condition of the premises.
Complaints, access, and property condition
We encourage customers to report any concerns about the service promptly so that we can review the matter and, where appropriate, take reasonable steps to resolve it. Any complaint should be made within a reasonable time after the service. We may ask for photographs, a description of the issue, and an opportunity to inspect the relevant area before determining whether a remedy is available. If re-attendance is appropriate, the remedy may be limited to correcting the specific issue identified and will not automatically entitle the customer to a full refund.
The customer is responsible for ensuring that the property is reasonably accessible and that the service can proceed without unnecessary obstruction. Where pets are present, they should be secured if this is necessary for health, safety, or efficiency. We may refuse to work in areas that are excessively cluttered, excessively dirty beyond the scope agreed, or otherwise unsafe. In such cases, the booking may still be chargeable in whole or in part if we have attended and were unable to deliver the service due to conditions outside our control.
All items, surfaces, fixtures, and fittings should be suitable for standard cleaning methods unless the customer has informed us otherwise. We do not guarantee the removal of permanent stains, limescale, mould embedded in surfaces, odours caused by structural issues, or damage caused by previous poor maintenance. Any promise to achieve a particular result will be interpreted reasonably and in line with the condition of the property at the time the service is provided. The customer accepts that cleaning is a process of improvement and maintenance, not restoration beyond normal service limits.
Nothing in these terms affects any statutory rights that cannot be excluded or limited by contract. If any provision is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force so far as legally possible. Failure by either party to enforce a right on one occasion does not prevent that right from being enforced later. Any waiver must be confirmed clearly and should not be assumed from conduct alone.
The agreement between the customer and Cleaner Paddington constitutes the entire understanding between the parties in relation to the relevant booking, except for any matters expressly agreed in writing. The customer should not rely on any statement that is not part of the confirmed booking or these Terms and Conditions. Any variation must be agreed by both parties. If there is a conflict between these terms and any verbal statement, the written terms will prevail unless a different legal requirement applies.
These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the services, these Terms and Conditions, or any booking made under them will be subject to the exclusive jurisdiction of the courts of England and Wales. By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these Terms and Conditions in full.