Chelsea Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Chelsea Cleaners provides cleaning and related domestic or commercial services within the United Kingdom. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are intended to create a clear understanding of the service process, payment obligations, cancellation rules, liability limits, waste handling expectations, and the legal framework that applies to the use of our cleaning services.
In these terms, references to “we”, “us”, and “our” mean Chelsea Cleaners, and references to “you” or “the customer” mean the person, business, landlord, tenant, or other party requesting the service. These terms apply to one-off cleans, recurring cleans, end-of-tenancy work, specialist cleaning, and any additional tasks agreed in writing or by recorded message before the visit begins. If any specific written quotation, service note, or confirmed booking summary differs from these terms, the specific agreement will apply only to the extent of that difference.
We aim to provide a professional and reliable UK cleaning service, but the exact results of any clean will depend on the condition of the property, the materials involved, the access provided, and the time purchased or allocated. The customer should read these terms carefully before confirming any booking, as they govern the full relationship between the customer and Chelsea Cleaners in relation to the booked work.
Bookings may be made through an accepted communication channel, such as online enquiry, written message, telephone call, or a formal quotation acceptance, provided that the details of the required service are clear. A booking is not binding until the customer has supplied the necessary information, agreed the scope of work, and received confirmation from us. We may ask for further details before confirming a booking, including the type of premises, approximate size, condition, cleaning priorities, access requirements, and any health or safety considerations.
It is the customer’s responsibility to ensure that all information supplied at the booking stage is accurate and complete. If the service required changes after confirmation, Chelsea Cleaners may revise the price, the duration, the staffing level, or the timing of the appointment. For example, if the property condition is significantly different from the description given at booking, or if additional tasks are requested on arrival, we may either decline the extra work or offer it as a separate chargeable service.
We reserve the right to refuse or cancel a booking where the requested service is unsuitable, where there is a risk to health or safety, where the premises are inaccessible, or where the customer has previously failed to comply with these service terms. A confirmed appointment may also be subject to the arrival of suitable equipment, staff availability, and reasonable travel conditions. If an appointment must be rearranged because of factors outside our control, we will act reasonably in agreeing a new time.
All prices will be confirmed before work starts unless the service is expressly provided on an hourly basis or subject to assessment on arrival. Prices may be quoted as a fixed fee, an hourly rate, a package rate, or a combination of these. Unless stated otherwise, quotes are based on the information supplied by the customer and assume normal access, standard cleaning conditions, and no unusual hazard, contamination, or specialist disposal requirement.
Payment is due in accordance with the invoice or booking confirmation. For residential services, payment may be required in advance, on the day of service, or immediately following completion, depending on the arrangement agreed. For business customers, payment terms may be stated on the invoice. If no separate payment term is given, payment must be made promptly and in full. We accept payment by the methods stated in the booking confirmation or invoice, and we may decline cashless or cash payments if not previously agreed.
If payment is not made on time, we may suspend future services, withhold ongoing work, charge reasonable recovery costs, and, where permitted by law, apply interest or late payment charges. The customer remains liable for any payment processing failures, card chargebacks made without valid reason, or banking fees caused by incorrect payment details. Any discounts, promotions, or special offers are valid only for the period and conditions stated and may be withdrawn where misuse or error occurs.
Cancellation rules are designed to balance flexibility with the scheduling commitments made by Chelsea Cleaners and our staff. If the customer needs to cancel or rearrange a booking, reasonable notice must be given. If sufficient notice is provided, a cancellation may be accepted without charge or with only a small admin charge, depending on the circumstances stated at booking. Where notice is short, or where the team has already been allocated and cannot be reassigned, a cancellation fee may apply.
Unless a different notice period is stated in the quotation or booking confirmation, the customer should provide as much notice as reasonably possible. If the customer is not present at the agreed time, cannot provide access, or asks us to leave before the service begins, this may be treated as a late cancellation or a wasted visit. In such cases, the full fee or a minimum call-out fee may be charged to cover time, travel, and planning costs.
We may also cancel or postpone a booking if staff are unavailable due to illness, transport disruption, severe weather, equipment failure, or any other event outside our reasonable control. Where this happens, we will make reasonable efforts to offer a revised appointment. If a refund is due for work not performed, we will arrange it in a reasonable time, subject to any valid deductions for completed work already carried out at the customer’s request.
Our liability is limited to the extent permitted by law. Chelsea Cleaners will take reasonable care in carrying out the service, but we do not guarantee that every stain, mark, odour, or defect can be removed. Cleaning is a process of reasonable efforts, not an assurance of restoration to a like-new condition. Results may vary according to the age, wear, surface type, previous treatment, and material sensitivity of the items or areas being cleaned.
We are not responsible for loss or damage caused by pre-existing faults, hidden defects, unsuitable materials, fragile items, or the customer’s failure to provide accurate information. This includes, without limitation, damage caused by unstable fittings, loose fixtures, poor workmanship by others, pre-existing water ingress, or items that deteriorate naturally during cleaning. The customer should remove or secure valuables, cash, jewellery, documents, and delicate items before the service begins.
Nothing in these Chelsea Cleaners terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, our total liability for any claim arising from the service will generally be limited to the amount paid or payable for the specific cleaning work giving rise to the claim, except where a different limit is required by law.
Customers must provide a safe working environment and tell us in advance about any known hazards. This includes biohazards, sharps, asbestos, mould, animal waste, bodily fluids, chemical residues, pests, or other conditions that may affect staff safety or the suitability of the service. We may refuse to handle any item, room, or substance that we reasonably believe presents a risk or requires specialist treatment beyond the scope of a standard cleaning appointment.
Where waste is removed as part of the service, it must be handled in a way that complies with applicable UK waste regulations. The customer remains responsible for ensuring that any waste requiring special handling, segregation, or licensed disposal is identified in advance. If we agree to remove waste, the customer must clearly state the nature of the waste so that the appropriate method of handling can be used. We do not agree to dispose of prohibited, hazardous, or unlabelled materials unless a separate written arrangement is in place and lawful handling can be arranged.
Any waste produced during the service that is not hazardous may be bagged or placed into the customer’s designated disposal stream, subject to property rules and local collection arrangements. We will not knowingly breach legal requirements relating to waste transfer, environmental protection, or contamination controls. If we are required to stop work because of unsafe or unlawful waste conditions, the customer may still be charged for the time already spent and for any wasted attendance, where appropriate and lawful.
The customer must ensure that access is available at the agreed date and time, including keys, codes, parking permissions, building entry instructions, and any necessary escort or security arrangements. If access is delayed or incomplete, the booked time may be reduced and the service scope may need to be adjusted. We are entitled to charge for waiting time, repeated access attempts, or additional visits caused by access failure where these costs are reasonably incurred.
We may use subcontractors, temporary staff, or suitably trained personnel to deliver part or all of the service. Any such person acting on our behalf will be expected to follow these terms. The customer must not ask our staff to carry out unlawful tasks, handle restricted waste without agreement, or use unsafe methods or equipment. If instructions given by the customer conflict with our safety standards, we may decline the instruction and proceed in a safe and lawful manner.
All personal information provided in connection with the booking will be used only for service administration, payment processing, communication, record keeping, and related lawful business purposes. We will keep information secure and handle it in line with applicable data protection law. The customer should ensure that any third-party data present on site is protected and that our staff are not asked to access personal records or confidential material unless this is specifically agreed as part of the service.
In the event of a complaint, the customer should notify us within a reasonable time after the issue arises and provide relevant details so that the matter can be assessed fairly. Where appropriate, we may offer a re-clean, partial refund, or another reasonable remedy. Any remedy will depend on the nature of the issue, the extent of the service completed, and whether the customer has helped prevent or increase the problem. The customer must allow reasonable opportunity for inspection or follow-up work before arranging independent remedial services that could affect the issue.
These cleaners service conditions may be updated from time to time. The version in force at the moment a booking is confirmed will apply to that booking, unless a later version is accepted in writing by both parties. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. Any delay in enforcing a right does not mean that right has been waived.
The customer may not assign or transfer rights under these terms without our prior written consent, but we may assign our rights and obligations where reasonably necessary for business, operational, or legal reasons. These terms, together with the booking confirmation and any written quote or invoice, form the entire agreement between the parties in relation to the booked service and supersede informal discussions that are not recorded in writing.
These terms are governed by the laws of England and Wales. If the customer is based elsewhere in the United Kingdom, the mandatory legal protections of the relevant jurisdiction will still apply where they cannot lawfully be excluded. Any dispute arising out of or in connection with the service, these terms, or the booking will be subject to the courts having appropriate jurisdiction under the applicable law.
By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms and that they are authorised to accept them on behalf of any household, business, landlord, tenant, agent, or other party for whom the service is being arranged. The customer also confirms that all instructions given are accurate to the best of their knowledge and that any special conditions have been disclosed before the service begins.
Chelsea Cleaners values clear expectations, lawful practice, and dependable service. These terms are intended to support a professional relationship by setting out what is included, what is excluded, how bookings are confirmed, how payments are handled, and how issues are managed. They should be read as a whole, with each part helping define the standards that apply to every cleaning service agreement we accept.
