Terms and Conditions for Cleaner Catford
These Terms and Conditions set out the basis on which cleaning services are provided by Cleaner Catford. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear, fair, and practical agreement for both parties. They apply to domestic and commercial cleaning services unless otherwise stated in writing. References to “we”, “us”, and “our” mean Cleaner Catford, and references to “you” and “your” mean the customer or person placing the booking.
Our service terms are intended to be read carefully before any appointment is confirmed. They cover the booking process, payment arrangements, cancellation rules, liability limits, waste handling expectations, and the law that governs the agreement. If a service is requested on behalf of another person or property owner, the person making the booking confirms they have authority to accept these terms. The customer also confirms that all details provided are accurate and complete at the time of booking.
These conditions apply to standard cleaning appointments, one-off cleans, recurring services, end of tenancy cleans, and other professional cleaning services supplied under the Cleaner Catford name. They are a legal page and are not intended as service advice or a cleaning guide. Any variation to these terms must be agreed in writing, and no oral statement will override them unless confirmed by us in writing.
Bookings may be made by telephone, email, online form, or any other accepted booking method made available from time to time. A booking is only confirmed once we have acknowledged the request and agreed the date, time, scope of work, and price or pricing basis. We reserve the right to decline or amend a booking where necessary, including where access, safety, or service suitability cannot be reasonably confirmed.
When you request a service from Cleaner Catford, you must provide accurate information about the property, the cleaning tasks required, the condition of the premises, and any special requirements that may affect the work. This includes notifying us of pets, delicate surfaces, hazardous materials, restricted access, parking limitations, or any condition that could affect service delivery. If the information supplied is incomplete or incorrect, we may revise the price, adjust the scope, or reschedule the appointment.
We may need to assess the property before finalising the booking for certain services. Where a quotation is provided, it is based on the information available at the time and may be revised if the actual condition differs materially from what was described. Any estimate given by Cleaner Catford remains an estimate until confirmed in writing as a fixed price. Service slots are subject to availability, and punctuality may be affected by traffic, weather, or operational circumstances beyond our control.
Payment terms will be explained at the time of booking and may vary depending on the type of service. Unless otherwise agreed, payment is due on completion of the work or in advance for certain services, including large bookings or specialist cleaning. We may require a deposit to secure the appointment, and any such deposit will be clearly stated in the booking confirmation. Deposits are non-refundable unless otherwise specified in these terms or required by law.
We accept payment methods made available by us from time to time, which may include bank transfer, card payment, or other approved means. All prices are stated in pounds sterling unless otherwise agreed. Where VAT applies, it will be included or added in accordance with applicable tax rules. If an invoice is issued, it must be settled by the due date shown on the invoice. Failure to pay on time may result in the suspension of future services and recovery action for any outstanding sums.
If additional work is requested on the day of service, or if the job takes materially longer due to factors not disclosed at booking, we may charge extra based on the time spent, staff required, and materials used. Cleaner Catford will explain any additional charge where reasonably possible before the extra work is carried out. You agree that payment remains due for all completed work, even if the service scope changed because the property condition was different from what had been described.
All cancellations and rescheduling requests should be made as early as possible. If you cancel more than 48 hours before the scheduled appointment, no cancellation fee will usually apply, unless a special condition was agreed at booking. If you cancel within 48 hours of the appointment, we may charge a cancellation fee to cover administrative costs, reserved labour, and lost booking time. For same-day cancellations or where access is not provided, the full booking fee may be charged.
If you wish to reschedule, we will make reasonable efforts to accommodate a new date, subject to availability. Repeated changes may be treated as a cancellation if they materially affect our scheduling. Where Cleaner Catford must cancel or postpone a booking for reasons beyond our control, including staff illness, severe weather, unsafe conditions, or equipment failure, we will offer a new appointment or refund any prepaid amount for the cancelled portion of the service. No additional compensation will be payable unless required by law.
We may also cancel or suspend a service if the property is unsafe, unsanitary beyond the scope agreed, infested, lacking essential utilities where required for the work, or if our team is subjected to abusive, threatening, or discriminatory behaviour. In such cases, any wasted attendance time may be chargeable. The customer is responsible for ensuring that the property is accessible at the agreed time and that permission has been obtained from relevant third parties where needed.
Cleaner Catford will carry out services with reasonable care and skill, using appropriate methods and products suitable for the task described. However, no cleaning service can guarantee the removal of every stain, mark, odour, or pre-existing defect, particularly where damage is old, set-in, or caused by unsuitable materials or previous treatment. We are not responsible for normal wear and tear, deterioration caused by age, or results that are limited by the condition of the item or surface.
Our liability is limited to direct loss or damage caused by our negligence or breach of contract, and only to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. Subject to those exceptions, we will not be liable for indirect, incidental, or consequential losses, including loss of profit, loss of opportunity, or inconvenience.
Where a claim relates to alleged damage, the customer must notify us as soon as reasonably practicable and in any event within a reasonable time after the service is completed. The customer should provide photographs and a description of the issue to help us investigate. We may inspect the relevant area or item before any repair, replacement, or refund decision is made. Any remedy offered will be fair and proportionate to the proven loss.
The customer is responsible for protecting fragile, valuable, sentimental, or easily damaged items before the service begins unless we have specifically agreed in writing to handle such items. This includes cash, jewellery, documents, artwork, and delicate electronics. We may decline to clean certain items or areas where the risk of damage is considered too high. If you ask us to move items, you accept that minor repositioning marks or accidental contact may occur where reasonable care has been taken.
Access arrangements are the customer’s responsibility unless we have agreed otherwise. If keys, entry codes, alarms, security systems, or permits are required, these must be provided in advance or at the agreed time. Cleaner Catford will not be responsible for delay caused by the absence of access, missing information, or inaccurate instructions. Any costs arising from waiting time, repeated attendance, or specialist access requirements may be charged to the customer where reasonable.
If you have specific concerns about finishes, materials, or cleaning methods, you should raise them before the appointment so that the service can be adapted where possible. We may refuse to use products or techniques that we consider unsafe or unsuitable. Any customer-supplied products are used entirely at the customer’s risk unless damage is caused by our negligence in using them contrary to instructions. We do not accept responsibility for results affected by defective products supplied by the customer.
Waste arising from the cleaning service, including packaging, disposable cloths, and removed debris, will be handled in accordance with applicable waste regulations and reasonable environmental practices. We will not remove, transport, or dispose of hazardous waste, clinical waste, asbestos, chemical containers, needles, illegal materials, or any other restricted waste unless expressly agreed and lawfully permitted. If such waste is discovered during a booking, we may stop work immediately and advise the customer that specialist disposal is required.
The customer must disclose any waste-related issues before the service starts, including contaminated materials, biohazards, or items that may require special handling. Cleaner Catford is not responsible for waste that existed before the service or for waste that has been wrongly described. Where waste collection or disposal is included as part of the service, it will be limited to lawful, non-hazardous waste generated in the course of the agreed work. Any additional charges for compliant disposal will be explained where relevant.
We expect customers to ensure that any waste handed over for disposal is lawful to move, store, and dispose of. By requesting such disposal, you confirm that you have the right to authorise it and that the waste does not contain prohibited or dangerous material unless otherwise agreed in writing. If we are required to deal with unexpected unsafe waste, we may refuse to continue, and the customer will remain liable for the work already completed and any costs reasonably incurred.
These terms may be updated from time to time to reflect legal, operational, or business changes. The version in force at the time your booking is confirmed will generally apply to that appointment. If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by Cleaner Catford to enforce any right under these terms does not constitute a waiver of that right.
Nothing in these terms affects your statutory rights as a consumer where services are supplied to a consumer. If a service is not performed with reasonable care and skill, or if it does not match the agreed description, you may have rights under applicable consumer law. These rights are in addition to, and do not replace, the contractual provisions set out here. Any complaint should be raised promptly so that it can be reviewed and, where appropriate, remedied.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute or claim arising out of or in connection with the services, these terms, or any booking made with Cleaner Catford shall be subject to the exclusive jurisdiction of the courts of England and Wales. By placing a booking, you confirm that you have read, understood, and agreed to these terms in full.