Terms and Conditions for Swiss Cottage Cleaners
These Terms and Conditions set out the basis on which Swiss Cottage Cleaners provides domestic and related cleaning services in the UK. By making a booking, confirming an appointment, or allowing a cleaner to attend a property, the customer agrees to these terms. They are designed to explain how the service is arranged, how payments are processed, when cancellations may apply, what limits exist on liability, and how waste will be handled in accordance with relevant UK requirements. The aim is to keep the service clear, fair, and practical for both parties.
For the purposes of these terms, the words “we”, “us”, and “our” refer to Swiss Cottage Cleaners, and “you” or “customer” refers to the person requesting or receiving the service. These terms apply to all standard cleaning, specialist cleaning, and related service visits unless a separate written agreement states otherwise. If any provision is not understood, the customer should ask for clarification before booking. A booking request does not automatically create a contract until we confirm the appointment.
We reserve the right to update these terms from time to time. The version in force at the time of booking will normally apply to that booking, unless a change is required by law or by urgent operational need. If a term is found to be unlawful or unenforceable, the remaining provisions will continue to apply as far as permitted by law. Nothing in these terms is intended to affect your statutory rights under UK consumer law.
The booking process begins when you provide the service details, preferred date, property type, and any special instructions. We may request information about access, pets, fragile items, parking restrictions, alarm systems, and any other matter relevant to carrying out the cleaning safely and efficiently. Once we have reviewed the request, we may offer a quotation, a provisional estimate, or a confirmed price depending on the nature of the work. Any estimate is based on the information supplied and may change if the property condition or scope of work differs materially from what was described.
Bookings may be made for one-off cleans, regular scheduled visits, end-of-tenancy work, deep cleaning, or other agreed services. A booking is only confirmed when we have accepted the appointment and, where applicable, received any deposit or advance payment requested. We may decline or reschedule a booking if the property is unsafe, access is restricted, the service requested is outside our scope, or the expected conditions are significantly different from those disclosed. Customers must ensure that the location is available at the agreed time and that our team can enter and complete the work without unnecessary delay.
It is the customer’s responsibility to provide accurate and complete information at the time of booking. If the actual requirements on arrival are significantly broader than the initial description, we may revise the duration, price, or staffing required. If the customer does not agree to a reasonable adjustment, we may choose to proceed only with the originally agreed scope or, where appropriate, treat the booking as cancelled by the customer. We aim to act reasonably and transparently in all such cases.
All payments must be made in the manner and within the timeframe notified at the time of booking or invoicing. We may require payment in advance, on completion, or within a specified period after the service has been provided, depending on the type of work and the customer’s account status. Unless stated otherwise, prices are quoted in pounds sterling and may include or exclude VAT as indicated on the quote or invoice. Any extra charges resulting from additional tasks, extended time, parking fees, waiting time, late access, or unusually heavy soiling may be added to the final amount.
Payment must be made in full without deduction or set-off unless required by law. If a payment is declined, delayed, or reversed, we may suspend further services until the balance is cleared. Where a deposit has been taken, it may be applied against the total invoice or retained in part or whole in accordance with the cancellation terms set out below. If a customer disputes a charge, they should notify us promptly and provide sufficient detail so that the matter can be reviewed. We may request evidence or a written explanation before issuing any correction or refund.
We do not accept responsibility for fees imposed by third-party payment providers, banks, or card issuers. Any bank charges or transfer fees incurred by us as a result of incorrect payment details, chargebacks without valid grounds, or failed transfers may be charged back to the customer where lawful. Where a discount, promotional rate, or special offer applies, it is valid only for the conditions stated and cannot normally be combined with other offers unless expressly agreed.
Cancellations, postponements, and access issues
Customers may cancel or reschedule a booking by giving notice in accordance with the period specified at the time of confirmation. If no specific period is stated, reasonable notice should be provided so that the reserved time can be released for other work. Cancellations made with insufficient notice may result in a charge to cover lost time, administration, or part of the booked service fee. Where a visit has already started, the full charge may apply if the cleaner is unable to complete the work because of circumstances within the customer’s control.
If we need to cancel or postpone a booking, we will try to give notice as early as reasonably possible and offer an alternative date or a refund of any prepaid amount for the cancelled portion of the service. We will not be liable for inconvenience caused by cancellation where the reason is outside our reasonable control, including severe weather, transport disruption, staff illness, equipment failure, or safety concerns. In such cases, we will use reasonable efforts to rearrange the service at the earliest practical opportunity.
Customers must ensure access to the property at the agreed time. If we cannot gain entry, are turned away, or are prevented from working because of missing keys, incorrect codes, no one being present where access is required, or similar issues, the booking may still be charged in full or in part. We may also charge reasonable waiting time where our team is kept on site without being able to start work. Any special instructions relating to entry should be provided in advance and kept up to date.
Our liability is limited to the direct loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other matter that cannot lawfully be excluded under UK law. However, we are not responsible for indirect, consequential, or purely economic losses such as loss of profit, loss of opportunity, or business interruption arising from a domestic cleaning visit.
Customers should remove or secure items of special value, including cash, jewellery, irreplaceable documents, antiques, delicate electronics, and sentimental possessions, before the service begins. While our team will take reasonable care around personal belongings, we cannot accept liability for pre-existing damage, wear and tear, hidden defects, unstable fixtures, or damage caused by items not properly secured. Any complaint about damage should be reported as soon as reasonably possible and, where practical, before the cleaner leaves the property. The customer may be asked to provide photographs, proof of purchase, or other evidence to assist with review.
Swiss Cottage Cleaners does not guarantee removal of every stain, mark, or odour, particularly where materials are aged, porous, or already damaged. Cleaning outcomes may depend on the condition of the property, the suitability of products, and the time allocated. If specialist techniques or products are required, we may advise that the work falls outside standard cleaning and may need separate agreement. Any guarantee, if offered, will apply only to the specific written terms of that guarantee.
Waste regulations, materials, and disposal
When carrying out any cleaning service, we will handle waste in a lawful and responsible manner. Our team may remove ordinary domestic waste generated by the cleaning process only where this has been agreed and where the waste is appropriate for standard disposal routes. We will not remove prohibited items, hazardous materials, clinical waste, chemicals requiring special handling, asbestos, sharps, or other controlled substances unless this has been expressly agreed in writing and arranged in compliance with the law. Customers remain responsible for declaring any such materials in advance.
Waste must be separated and presented in a condition that allows safe handling. If the property produces bulky waste, recyclable items, electrical items, or hazardous residues, the customer must make appropriate arrangements unless we have specifically agreed to handle them. Where waste transfer documentation, licensing, or third-party disposal arrangements are required, these may involve additional charges. We may refuse to remove items that present a health and safety risk or that we reasonably believe may breach environmental or waste regulations. Any refusal will not automatically entitle the customer to a refund unless the service cannot proceed for reasons within our control.
We use products and equipment that are intended for domestic cleaning purposes and should be used only in accordance with manufacturers’ instructions and any site-specific information provided by the customer. If the property contains surfaces, finishes, or materials requiring special care, the customer should inform us before the appointment. We are not responsible for damage resulting from undisclosed sensitive surfaces, incompatible products supplied by the customer, or the use of items not suitable for the intended purpose. Where feasible, we may decline to use a product or method if we believe it could cause harm or fail to meet regulatory expectations.
Customer responsibilities and service conditions
Customers must provide a reasonably safe working environment. This includes ensuring that water, electricity, lighting, and access to relevant areas are available where needed, and that hazards are disclosed in advance. If the property contains aggressive animals, structural risks, exposed wiring, bodily fluids, or other serious hazards, we must be told before the visit. Our team may refuse to work in conditions that are unsafe or unsuitable. Any time lost due to unsafe conditions may still be chargeable if the issue should have been disclosed beforehand.
The customer should also confirm that they have authority to request the service at the premises. If the property is rented, shared, managed, or owned by multiple parties, the person making the booking is responsible for obtaining any necessary permissions. We accept instructions only from the person who places the booking or an authorised representative. Where access is arranged through keys, codes, or concierge services, the customer remains responsible for ensuring that those arrangements work correctly at the scheduled time.
If a customer requests that we move furniture, handle appliances, or clean areas with limited accessibility, this will be done only at our discretion and subject to safety considerations. We may decline to lift heavy items, move fragile objects, or work at height without appropriate equipment. Where the task involves additional risk or extra labour, we may amend the scope, price, or time required. We will try to act helpfully, but the final decision rests with the operative on site in the interests of health and safety.
Complaints, force majeure, and governing law
If the customer has a complaint about the service, it should be raised promptly so that we have a fair opportunity to investigate and, where appropriate, put matters right. We may ask for supporting details, photographs, or a description of the issue. Any remedy offered may include re-attendance, partial refund, or another reasonable solution depending on the circumstances. A complaint does not entitle the customer to withhold unrelated payments or refuse to cooperate with an agreed resolution process.
We are not liable for failure or delay in performing our obligations where the failure arises from events beyond our reasonable control. This includes but is not limited to acts of God, extreme weather, fire, flood, pandemic-related disruption, industrial action, government restrictions, power failure, or failure of third-party utilities or transport systems. If such an event occurs, our obligations will be suspended for the duration of the event and for a reasonable period thereafter. Either party may be entitled to rearrange or cancel the affected booking if performance becomes impracticable.
These terms and conditions are governed by the laws of England and Wales. Any dispute or claim arising out of or in connection with these terms, the booking, or the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless the customer’s statutory rights provide otherwise. If any part of these terms is found unenforceable, that part will be severed and the remainder will continue in full force. Booking with Swiss Cottage Cleaners confirms acceptance of these service conditions and the responsibilities described above.