Stjohnswood Cleaner Terms and Conditions
These Terms and Conditions apply to all cleaning services provided by Stjohnswood Cleaner in the United Kingdom. By making a booking, confirming an appointment, or allowing access to the property for the delivery of a service, the customer agrees to be bound by these terms. The purpose of this page is to set out the rules that govern the service relationship clearly and fairly, including how bookings are made, how payments are handled, when cancellations may apply, what liability is accepted, and how waste regulations are observed. These terms are intended to support a professional Stjohnswood cleaning service relationship and should be read carefully before any work begins.
1. Definitions and scope. In these Terms and Conditions, “we”, “us” and “our” refer to Stjohnswood Cleaner, and “you” or “the customer” refers to the person or business requesting the cleaning service. “Service” means any domestic, commercial, specialist, one-off, regular, or scheduled cleaning work agreed in advance. “Property” means the premises, rooms, items, and surrounding areas where the service is carried out. These terms apply to all Stjohnswood cleaning services unless we agree otherwise in writing. If any additional service conditions are set out in a written quotation, job sheet, or booking confirmation, those terms will apply alongside these Conditions.
2. Booking process. A booking is only confirmed once we have accepted the request and, where required, received any deposit or advance payment. Bookings may be made by telephone, email, or any other method we make available from time to time. When you request a service, you must provide accurate information about the property, the nature of the cleaning required, access arrangements, parking restrictions, health and safety concerns, pets, fragile surfaces, and any items requiring special handling. We rely on the information provided by you to plan the appointment, allocate staff, and quote correctly. If the information is incomplete or incorrect, we may revise the price, alter the scheduled service, or decline the booking.
All bookings are subject to availability. While we make reasonable efforts to keep to the agreed time and date, appointments are not guaranteed against changes caused by traffic, illness, weather, emergencies, equipment failure, or events outside our control. We may need to change a cleaner, adjust the start time, or reschedule the appointment if operationally necessary. In such circumstances, we will aim to provide notice as soon as reasonably possible and arrange a new booking where appropriate. You are responsible for ensuring that a suitable person is available to grant access if required, and that the property is ready for the service to begin.
Where the service involves a recurring arrangement, the repeat schedule will continue until either party gives notice in accordance with these terms. We may confirm bookings in writing, and that confirmation should be checked immediately. If any details are incorrect, you must notify us promptly so that amendments can be made before the appointment date. Failure to notify us may affect the quality or completion of the service and may result in additional charges. For clarity, a quote is an invitation to book and not a binding obligation until accepted by us.
3. Access and customer responsibilities. You must ensure that the property is safely accessible at the agreed time and that our staff can carry out the work without unnecessary obstruction. This includes providing keys, codes, alarm instructions, parking information, and any other access details in good time. You remain responsible for securing valuables, sensitive documents, medications, cash, jewellery, and personal items. Unless otherwise agreed, the cleaning team will not move heavy furniture, dismantle fittings, or use specialist equipment that is not included in the booked service. You must also tell us about any hazards before the visit, including loose wiring, unstable flooring, leaks, pests, broken glass, asbestos concerns, or aggressive animals.
4. Payments, deposits, and pricing. Prices are normally quoted based on the information supplied at booking and may be subject to change if the scope of work changes once we inspect the property or discover additional tasks not originally disclosed. Unless stated otherwise, payment is due on completion of the service or in accordance with the payment schedule confirmed in writing. We may require a deposit or full payment in advance for certain services, including high-value, short-notice, or specialist work. Accepted payment methods may include bank transfer, card payment, or another method agreed in advance. Any invoices must be paid by the due date shown. If payment is late, we reserve the right to charge reasonable recovery costs and to suspend future services until all outstanding amounts are settled.
Any discounts, promotions, or package prices are offered at our discretion and may be withdrawn or amended without notice for future bookings. Unless expressly stated, quoted prices do not include parking charges, congestion fees, disposal costs, or charges arising from additional work requested on the day. If the scope of a Stjohnswood cleaner service changes materially, we may issue a revised estimate before continuing. Where a customer asks for extra tasks not included in the original booking, these will be charged separately. Cash payments may be accepted only if agreed in advance. Receipts or invoices will be issued where appropriate.
5. Cancellations and rescheduling. If you need to cancel or move a booking, you must provide notice as early as possible. Cancellation charges may apply depending on the amount of notice given and the resources already committed to the appointment. For example, short-notice cancellations may result in a fee to cover staff time, travel, and lost scheduling opportunities. If we arrive at the property and are unable to gain access, or if the service cannot proceed because the property is not ready or safe, the appointment may be treated as a late cancellation and charged accordingly. Repeated cancellations or repeated failure to provide access may lead us to refuse future bookings.
Where we cancel or reschedule a service, we will usually offer an alternative date or a refund of any prepayment relating to the cancelled portion of the work. However, we will not be responsible for indirect losses caused by a change in schedule, including loss of income, missed appointments, or inconvenience, except where such limitation is not permitted by law. In all cases, our aim is to act reasonably and proportionately. If a booking is part of a regular arrangement, notice requirements for termination may also apply to the ongoing schedule.
6. Service standards and exclusions. We will use reasonable care and skill in carrying out the agreed cleaning work. Our staff will aim to complete the tasks described in the booking or quotation, but the final outcome may depend on the condition of the property, the age and type of materials, the presence of staining, and the time allocated. Certain items and situations may be excluded from standard cleaning, including hazardous materials, bodily fluids, mould remediation beyond normal surface cleaning, pest infestation treatment, high-risk electrical components, and any task requiring a licensed specialist. If an item or area cannot be cleaned safely, we may refuse to proceed with that part of the service.
Cleaning products and methods will be chosen at our discretion unless you request a specific product in advance and we agree to use it. You must notify us of allergies, sensitivities, or restrictions before the appointment. While we may use professional-grade products, we cannot guarantee the removal of all stains, marks, odours, or contamination, especially where damage is permanent or pre-existing. A Stjohnswood cleaning company cannot accept responsibility for deterioration caused by age, poor maintenance, hidden defects, or unsuitable materials. Any estimates about duration or finish are made in good faith but are not absolute guarantees.
7. Liability and limitations. We will be responsible for loss or damage caused directly by our negligence or by the negligence of our staff, but only to the extent required by law. We are not liable for pre-existing damage, wear and tear, defects, poor installation, or items that are inherently fragile or unstable. Customers should point out fragile surfaces, loose fittings, and valuable items before work starts. Unless we agree otherwise in writing, we are not responsible for jewellery, money, documents, antiques, artwork, or items left unsecured in the property. Any claim for damage should be reported as soon as reasonably possible after the service.
Where a claim is made, you must provide reasonable evidence of the alleged loss or damage, and you must allow us the opportunity to inspect the issue before repairs or replacement are arranged. Our total liability in connection with any booking will not exceed the amount paid for the relevant service, except in cases where the law requires otherwise. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. Nothing in these terms affects your statutory rights as a consumer under UK law.
8. Waste regulations and disposal. All waste handling will be carried out in line with applicable UK waste rules and environmental requirements. We will not remove, transport, or dispose of hazardous waste unless this has been specifically agreed and is legally permitted. Waste may include general rubbish, packaging, and non-hazardous material generated during the booked service if such removal is part of the agreed work. You must inform us in advance if there is any item that may be regulated, contaminated, sharp, chemical-based, medical, or otherwise controlled. Incorrectly identifying waste may result in the service being paused or refused.
We reserve the right to separate, bag, or store waste temporarily where appropriate, but final disposal arrangements may depend on access to approved facilities and on whether the relevant materials can be accepted under law. The customer remains responsible for ensuring that any waste on the premises is lawful to handle and does not breach environmental or health regulations. If specialist waste disposal, extra labour, or vehicle charges are required, these may be added to the invoice. We may refuse to remove items that present a safety, contamination, or legal risk. A Stjohnswood cleaner service will never knowingly act contrary to waste legislation.
9. Property condition and customer items. You should remove or secure fragile, valuable, and irreplaceable items before cleaning begins. Where you ask us to clean around possessions, we will take reasonable care, but you accept that delicate items may be at greater risk of accidental movement or breakage. We are not responsible for hidden defects, pre-existing chips, scratches, colour loss, or surface weakness that becomes visible during cleaning. If any item appears unsafe to clean, we may decline to proceed with that item and will continue with the rest of the service where possible. If the property contains infestations, severe contamination, or dangerous conditions, we may stop the work immediately.
10. Complaints and remedy. If you are dissatisfied with any part of the service, you should notify us promptly and provide a clear description of the issue. We may ask for photographs, access to the affected area, or an opportunity to inspect the matter. Where a complaint is justified, our preferred remedy is to re-perform the relevant part of the service within a reasonable time, provided this is practical and appropriate. If re-performance is not suitable, we may offer a partial refund or another proportionate remedy. Complaints made long after the visit may be harder to investigate, especially where the property has since been used, altered, or cleaned by others.
11. Termination and suspension. We may suspend or end a booking, repeat arrangement, or ongoing service where you breach these Terms and Conditions, fail to pay, provide unsafe working conditions, behave abusively, or request work that is unlawful or unreasonable. We may also refuse service if the property presents an unacceptable risk to staff, equipment, or the public. If services are terminated due to your breach, you may still be charged for work already completed or expenses already incurred. These rights are without prejudice to any other legal remedies available to us.
12. Force majeure, data, and general provisions. We are not liable for delays or failure to perform caused by events beyond our reasonable control, including severe weather, accidents, fire, government action, transport disruption, labour shortages, or utility failures. Personal data provided for bookings will be handled in accordance with applicable UK data protection law and used only for administering the service, record-keeping, billing, and related communications. If any part of these Terms and Conditions is found to be unlawful or unenforceable, the remaining provisions will continue in force. No waiver of a breach shall operate as a waiver of any later breach. A failure to enforce any right does not mean that right is abandoned.
13. Governing law and jurisdiction. These Terms and Conditions, and any dispute or claim arising from them, are governed by the law of England and Wales. If you are based in Scotland or Northern Ireland, mandatory consumer protections applicable in your jurisdiction will continue to apply where required by law. Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, unless another forum is required by law. By using the service, you acknowledge that the agreement is formed under UK legal principles and is intended to be interpreted fairly and reasonably.
14. Acceptance of terms. By confirming a booking, paying a deposit, or allowing work to begin, 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 confirm that you have authority to do so and that all relevant parties will comply with these terms. These Conditions represent the basis of the service contract between you and Stjohnswood Cleaner and apply together with any written quotation or booking confirmation. In using a Stjohnswood cleaner service, you agree that reasonable professionalism, safety, and lawful conduct will guide the relationship on both sides.