Terms and Conditions for Putney Cleaners

These Terms and Conditions set out the basis on which Putney Cleaners provides domestic and commercial cleaning services in the UK. By placing a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to be bound by these terms. They are intended to create a fair, transparent, and practical framework for both parties, covering the booking process, payment, cancellation rights, service standards, liability limits, waste handling, and the law that applies to the agreement.

In these terms, references to “we”, “us”, and “our” mean Putney Cleaners, and references to “you” or “the customer” mean the person, business, or organisation purchasing or receiving the cleaning service. These terms apply to all standard cleaning appointments, one-off cleans, end-of-tenancy cleans, deep cleaning, and any additional services agreed in writing. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.

By using our services, you confirm that you are legally able to enter into a binding agreement and that any information you provide to us is accurate and complete. You also agree that you have authority to request work at the property or premises concerned. If you are booking on behalf of another person, landlord, tenant, managing agent, or business, you confirm that you have the necessary permission to do so and to accept these terms on their behalf.

1. Booking Process

All bookings are subject to availability and acceptance by Putney Cleaners. A booking is only considered confirmed once we have accepted the request and provided confirmation of the date, time, scope of service, and any relevant price estimate or fixed fee. We may request additional information before confirming a booking, including property size, type of clean, access arrangements, parking restrictions, and any special requirements that may affect the service.

The customer is responsible for providing accurate information at the time of booking. This includes, where relevant, the number of rooms, the condition of the premises, whether pets are present, whether there are any hazardous materials, and whether cleaning equipment or products are to be supplied by us or by the customer. If the information supplied is incomplete or inaccurate, we may revise the quote, alter the service plan, or decline to carry out the work if it cannot safely or reasonably be completed as booked.

Bookings may be made for a specific time window rather than an exact minute. While we always aim to arrive on time, arrival times may be affected by traffic, access delays, weather conditions, previous appointments, or other operational matters. A reasonable delay does not amount to a breach of contract. If our team is unable to gain access at the agreed time, or if the premises are not ready for the service, the appointment may be treated as a late cancellation or wasted visit in accordance with these terms.

2. Service Scope and Customer Responsibilities

Putney Cleaners will provide the cleaning service agreed at the time of booking or as later confirmed in writing. The exact scope depends on the service type selected. Unless expressly included, our services do not involve repairs, specialist restoration, pest control, biohazard removal, or the handling of dangerous substances. We may refuse to perform tasks that are unsafe, unlawful, excessively hazardous, or outside our operational capability.

The customer must ensure that the property is reasonably prepared for cleaning. This includes providing access to water, electricity, and any entry codes, keys, or instructions needed to complete the service. Items of personal value, fragile possessions, sensitive documents, and other important belongings should be secured before the appointment. We are not responsible for delays or limitations caused by the customer’s failure to prepare the premises appropriately.

Where the service involves Putney cleaning services in shared premises or working around third parties, the customer is responsible for notifying all relevant persons that cleaning will take place. We may also require the removal of obstacles, excessive clutter, or items that prevent a safe and effective clean. If an area cannot be accessed properly, we may leave it untouched and still charge for the time reserved or work completed, depending on the circumstances.

3. Pricing and Payments

The price for the service will be the amount stated in the confirmation, quotation, booking summary, or revised written agreement. Any quotation given before inspection is based on the information supplied by the customer and may be adjusted if the scope, condition, or access differs from what was described. Unless otherwise stated, prices are quoted in pounds sterling and may be subject to VAT where applicable.

Payment terms will be made clear before the service begins. We may require full payment in advance, a deposit, or payment on completion depending on the type of work. Unless agreed otherwise, invoices are due immediately upon receipt or within the timeframe stated on the invoice. We accept payment by the methods notified to the customer at the time of booking. Failure to pay on time may result in suspension of future services, recovery action, or additional charges permitted by law.

If additional time, labour, materials, or specialist equipment are required because the actual condition of the premises is materially different from what was described, we may charge extra for the increased work. Any significant change in price will normally be discussed with the customer before additional work continues, unless immediate action is needed for health, safety, or to prevent damage. Discounts, promotions, or special offers apply only as specified and may be withdrawn at any time for future bookings.

4. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation policy has been stated in writing, we request at least 48 hours’ notice before the scheduled appointment. Cancellations made with less notice may incur a cancellation fee, particularly where staff, travel, equipment, or materials have already been allocated. Where a deposit has been taken, it may be retained in full or in part to reflect lost time and administrative costs.

If the customer is not present, access is refused, or the property is not available at the agreed time, the booking may be treated as a missed appointment. In such cases, the full charge or a reasonable wasted-visit fee may apply. We reserve the right to postpone, reschedule, or cancel a booking if the premises are unsafe, if access cannot be obtained, or if unforeseen circumstances make performance impossible. In those situations, we will seek to offer an alternative appointment where practical.

We may also cancel or postpone a service where the customer behaves abusively, requests unlawful work, fails to provide necessary access, or presents a risk to our staff. If we cancel due to our own inability to perform the service, and the customer has already paid for work not yet carried out, we will refund the relevant amount for the undelivered portion, unless the parties agree to rebook instead. Nothing in this section affects any statutory rights you may have under UK consumer law.

5. Liability, Damage, and Service Standards

We will exercise reasonable skill and care in delivering the service. However, cleaning work is carried out in varied environments and may involve surfaces, fabrics, fixtures, or finishes that are already worn, damaged, unstable, or unsuitable for certain products. For that reason, we cannot guarantee the removal of all stains, marks, odours, limescale, or ingrained dirt, particularly where the condition predates our arrival or the item has been poorly maintained.

Our liability is limited to losses that are direct and reasonably foreseeable as a result of our negligence or breach of contract. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be limited. Subject to that, we are not liable for indirect or consequential losses, business interruption, loss of profit, loss of reputation, or loss arising from information or instructions supplied by the customer that were incomplete or incorrect.

Where damage is alleged, the customer must notify us as soon as reasonably possible and in any event within a reasonable period after the incident is discovered. The customer should take steps to mitigate further loss and allow us, where appropriate, to inspect the affected item or area. We may request photographs, receipts, or other evidence. If liability is accepted, our remedy may include repair, replacement, or a refund up to the amount paid for the affected service, depending on the circumstances and the extent of the loss.

6. Waste Regulations and Disposal

Putney Cleaners will comply with applicable UK waste regulations and environmental responsibilities when removing waste arising from the service. We will handle waste in a lawful, safe, and responsible manner, and we expect the customer to cooperate by identifying any materials that require special handling. We do not remove or dispose of hazardous waste unless this has been expressly agreed in advance and can be lawfully and safely undertaken.

Hazardous or restricted items may include, without limitation, chemicals, clinical waste, asbestos-related materials, sharps, batteries, electrical items, paints, solvents, and substances requiring specialist disposal. If such items are found during the service and were not declared in advance, we may stop work in the relevant area or exclude those items from the cleaning. Where waste collection is included as part of the agreed service, it will apply only to ordinary household or commercial refuse that can be handled under relevant regulations.

The customer remains responsible for ensuring that waste presented for removal is lawful to handle and correctly identified. If the customer requests the disposal of items that are not permitted under current waste rules, we may refuse the request without liability. Any additional disposal charges, licensing requirements, or third-party collection costs will be discussed in advance where possible. We may also require the customer to retain ownership of certain waste or arrange specialist disposal directly where this is appropriate.

7. Complaints, Remedies, and Records

If you are dissatisfied with the service, you should notify us promptly and provide details of the issue so it can be assessed fairly. We may ask for supporting evidence and may seek to revisit the premises, inspect the result, or offer a reasonable remedy. Where a complaint is upheld, our response may include re-cleaning the affected area, a partial refund, or another appropriate resolution depending on the facts and the value of the service provided.

Any claim that is not raised within a reasonable time may be harder to investigate and may limit our ability to offer a remedy. We keep records of bookings, payments, and service notes for operational, contractual, and legal purposes. These records may be used to verify instructions, resolve disputes, and comply with accounting or regulatory obligations. We will handle personal data in accordance with applicable data protection law.

No waiver by us of any breach or default will be treated as a waiver of any later breach or default. If we do not immediately enforce a right or remedy, we do not give up that right or remedy. Any variation to these terms must be agreed in writing by an authorised representative of Putney Cleaners. The headings used in this document are for convenience only and do not affect interpretation.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer legislation provides otherwise. If any local or sector-specific statutory rights apply, nothing in these terms is intended to limit or exclude them.

By booking with Putney Cleaners, the customer confirms that they have read, understood, and agreed to these terms. The agreement is intended to provide a clear basis for professional cleaning services while protecting both the customer and the company. If a matter is not specifically covered here, it will be handled in a reasonable manner consistent with UK contract law, consumer protection principles, and ordinary commercial practice.