Swiss Cottage Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Swiss Cottage Cleaners to customers within its service areas in the United Kingdom. By making a booking, accessing our services, or allowing our operatives to enter your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual or business that books or receives cleaning services from Swiss Cottage Cleaners.
Company means Swiss Cottage Cleaners, the provider of the cleaning services.
Services means any cleaning, housekeeping, or related work carried out by the Company, including but not limited to regular domestic cleaning, one-off deep cleans, end of tenancy cleaning, office cleaning, and other similar services.
Operative means any cleaner, subcontractor, or representative appointed by the Company to carry out the Services.
Premises means the property or location at which the Services are to be carried out.
2. Scope of Services
The Company will provide the Services as agreed at the time of booking. Service descriptions are indicative and may be adjusted by mutual agreement to reflect the specific needs of the Premises and the time allocated for the booking.
The Company reserves the right to refuse any job if the Premises present a health and safety risk, contain hazardous materials, or fall outside the reasonable scope of domestic or commercial cleaning, such as specialist trades, structural works, or pest control.
3. Booking Process
Bookings may be requested by the Customer through the Company’s accepted communication channels. A booking is considered provisional until it has been confirmed by the Company. The Company reserves the right to decline any booking request at its discretion.
To make a booking, the Customer must provide accurate information including the address of the Premises, type and size of the property, preferred date and time, and any particular requirements. The Customer is responsible for ensuring all information is correct and up to date.
For regular cleaning services, the Company will agree a recurring schedule with the Customer. Any changes to this schedule are subject to availability and must be requested in advance.
For one-off or end of tenancy cleans, the Company may provide an estimate based on the information supplied by the Customer. If, upon arrival, the Premises are significantly different from the description or require substantially more work, the Company may adjust the quoted price, the allocated time, or decline to complete the full scope of work.
4. Access to the Premises
The Customer must ensure that the Operatives have safe and reasonable access to the Premises at the agreed appointment time. This includes providing necessary keys, access codes, or entry instructions in advance, as agreed during the booking process.
If access cannot be gained at the agreed time, waiting time and return visits may be chargeable, and the booking may be treated as a late cancellation depending on the circumstances. The Company accepts no liability for loss or damage arising from keys or access codes provided by the Customer, provided that reasonable care has been taken by the Company and its Operatives.
5. Customer Obligations
The Customer agrees to:
Provide a safe working environment for Operatives, including running water, electricity, adequate lighting, and safe access throughout the Premises.
Inform the Company in advance of any known hazards, delicate items, or surfaces requiring special care, such as antique furniture, specialist flooring, or high-value items.
Secure or remove cash, jewellery, important documents, and other valuables before the start of the Service. The Company does not accept responsibility for items left unsecured.
Ensure that pets are safely contained or supervised and do not pose a risk to Operatives or interfere with the provision of the Services.
6. Equipment and Cleaning Materials
Unless otherwise agreed, the Company will provide standard cleaning materials and equipment suitable for the type of Services booked. The Customer must notify the Company of any allergies, sensitivities, or restrictions relating to certain products, so that reasonable adjustments can be made where possible.
If the Customer prefers to supply their own products or equipment, they are responsible for ensuring that such items are safe, in good working order, and suitable for the tasks to be performed. The Company will not be liable for any damage or inadequate results arising from the use of Customer-supplied products or equipment.
7. Pricing and Payments
All prices are quoted in pounds sterling and are exclusive of any applicable taxes unless otherwise specified. The Company reserves the right to update its prices from time to time. Any change in rates will not affect confirmed bookings already accepted by the Company, unless agreed with the Customer.
For one-off or end of tenancy cleaning, payment is generally due on completion of the Service on the day, unless otherwise agreed in writing before the Service date. For regular services, payment terms will be notified to the Customer and may be weekly, fortnightly, monthly, or per visit in advance.
Accepted payment methods will be communicated to the Customer and may include bank transfer, card payment, or other cashless methods. The Company does not accept responsibility for payments made by methods not expressly confirmed as accepted.
Where payment is not received in accordance with the agreed payment terms, the Company reserves the right to apply late payment charges and interest in line with applicable UK legislation, and to suspend or cancel further Services until the account is brought up to date.
8. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking by giving the minimum notice specified by the Company at the time of booking. If the Customer fails to provide sufficient notice, a cancellation or late rescheduling fee may apply. The purpose of this notice period is to mitigate loss of allocated time for Operatives and administrative costs.
Same-day cancellations or missed appointments where the Operative attends but cannot gain access may be charged up to the full service fee. The Company will consider exceptional circumstances reasonably but is under no obligation to waive fees.
The Company reserves the right to cancel or alter a booking at any time due to operational reasons, staff illness, adverse weather, or events beyond its control. In such cases, the Company will offer to reschedule the Service to a mutually convenient time. Where a suitable alternative cannot be found, any prepayments received for the affected booking will be refunded.
9. Quality of Service and Complaints
The Company aims to deliver Services with reasonable care and skill. If the Customer is dissatisfied with any aspect of the Service, they must notify the Company as soon as reasonably possible, and in any event within 24 hours of the Service being completed for one-off cleans, or within a reasonable timescale for regular services.
Where a complaint is justified and directly relates to the quality of the cleaning performed, the Company may, at its discretion, offer to re-clean the affected areas or provide a partial refund or credit. The Customer must allow the Company the opportunity to inspect and rectify the issue before arranging alternative services or withholding payment.
10. Liability and Insurance
The Company maintains appropriate insurance for public liability and, where applicable, employer’s liability, in line with UK requirements. Copies of insurance details can be made available on request.
The Company will not be liable for any loss, damage, cost, or expense arising from:
Normal wear and tear, fair use of items, or pre-existing damage or defects in the Premises or contents.
The unsuitability or defective condition of customer-supplied cleaning products or equipment.
Damage to items which cannot be cleaned using normal methods, or where the Customer has not informed the Company of specific cleaning instructions or sensitivities.
Loss of profit, loss of business, or any indirect or consequential losses.
In any event, the total liability of the Company for any claim arising out of or in connection with the Services shall not exceed the total amount paid by the Customer for the particular Service giving rise to the claim, except where liability cannot be limited under UK law.
11. Waste Handling and Environmental Regulations
The Company will handle domestic waste, general rubbish, and cleaning-related waste arising from the provision of Services in accordance with applicable UK waste and environmental regulations. Standard household waste generated during cleaning may be placed in the Customer’s existing bins or refuse containers on site.
The Company does not provide a dedicated waste removal or disposal service for large volumes of waste, building rubble, hazardous materials, clinical waste, or items requiring specialist disposal. Responsibility for arranging appropriate collection for such waste rests with the Customer.
Operatives are not permitted to remove waste from the Premises in their personal vehicles. Any request for removal of waste beyond standard household rubbish must be discussed and agreed with the Company in advance and may be chargeable as a separate service, if available.
The Customer agrees not to request the Company to handle or dispose of substances that are illegal, dangerous, or otherwise restricted under UK law or local authority regulations.
12. Health and Safety
The Company is committed to maintaining safe working practices. Operatives are instructed to follow health and safety guidelines when working at the Premises, including the use of step ladders and electrical equipment only within safe limits. The Company reserves the right to withdraw Services if conditions at the Premises are deemed unsafe.
The Customer must not request Operatives to undertake tasks that could reasonably be considered unsafe, such as working at excessive heights, handling hazardous chemicals not provided by the Company, or moving particularly heavy furniture or appliances without proper equipment.
13. Confidentiality and Data Protection
The Company will treat all personal data and information relating to the Customer and the Premises as confidential and will use such information solely for the purpose of providing and administering the Services, except where disclosure is required by law.
The Company will process personal data in accordance with applicable UK data protection laws. Customers have the right to request access to, correction of, or deletion of their personal information, subject to legal retention requirements.
14. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations under these Terms and Conditions if such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to severe weather, strikes, industrial disputes, power failures, transport disruptions, pandemics, or government restrictions.
Where a force majeure event occurs, the Company will use reasonable endeavours to resume Services as soon as it is reasonably practicable to do so.
15. Variation of Terms
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulatory requirements, or operational practices. The latest version will apply to new bookings from the date it is made available. Existing regular Customers will be notified of any material changes that affect ongoing Services.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, their subject matter, or formation, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of the Services.
17. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed deleted, but such invalidity, illegality, or unenforceability shall not affect the remaining provisions, which shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions constitute the entire agreement between the Company and the Customer in relation to the provision of the Services and supersede any prior discussions, correspondence, or understandings. No variation shall be binding unless agreed in writing by the Company.
