Twickenham Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Twickenham Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any Twickenham cleaning service or related service. These terms are designed to be clear and fair, and they apply to all standard cleaning appointments, one-off cleaning visits, recurring arrangements, end-of-tenancy cleans, and any additional tasks agreed in writing.
For the purposes of these terms, “we”, “us”, and “our” refer to Twickenham Cleaners, and “you” or “the customer” refers to the person or business booking the service. Unless we agree otherwise in writing, these terms apply to all services supplied by us throughout the UK. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force. Nothing in these terms affects your statutory rights as a consumer under UK law.
Booking Process All bookings for a cleaning service are subject to availability and confirmation by us. A booking request may be made by telephone, email, online form, or other accepted method. Your booking is not confirmed until we have acknowledged it and, where required, received any deposit or prepayment requested in advance. We may ask for details such as the type of property, the size of the premises, the required level of cleaning, access arrangements, parking information, and any special instructions relevant to the job. Accurate information helps us provide a suitable quote and assign the correct team, equipment, and time allocation.
When you request a quote for Twickenham cleaners services, the quotation is based on the information supplied at the time. If the actual condition of the property differs significantly from the description given, we reserve the right to revise the price, adjust the duration of the booking, or decline to proceed if the service cannot reasonably be completed safely or effectively. Any change to the original scope of work should be agreed before the additional work begins. We may refuse or cancel a booking where access is unsafe, where the property contains hazardous conditions not disclosed in advance, or where our team is unable to carry out the service within the agreed parameters.
You are responsible for ensuring that access is available at the appointed time and for providing any necessary keys, codes, entry instructions, or authorisations. If our team cannot gain access, we may treat the appointment as a late cancellation or a failed visit and charge the relevant fee. If you require an alteration to the booking date or time, you should notify us as early as possible. While we will always try to accommodate reasonable changes, rescheduling is subject to availability.
Payments Unless otherwise stated in the quotation or invoice, payment is due in full upon completion of the service or in advance where a deposit or prepayment has been requested. We accept payment methods notified to you at the time of booking. Any bank charges, transfer fees, or currency conversion costs imposed by your payment provider remain your responsibility. For recurring or contract-based arrangements, payment terms may be set out separately and must be followed in addition to these conditions.
Prices for a Twickenham cleaning service are normally based on the level of labour, the duration of the appointment, the type of clean requested, and any specialist requirements. Additional charges may apply where extra time, materials, equipment, or specialist treatment is required, including but not limited to stain removal, heavy descaling, fridge cleaning, oven cleaning, or work involving unusual contamination. If a discount, promotion, or special offer is provided, it applies only to the terms stated at the time of offer and may not be combined with other offers unless we agree otherwise.
If payment is not received by the due date, we may suspend further services, charge reasonable costs of recovery, and/or apply statutory interest and compensation where permitted by law for business customers. We reserve the right to recover any expenses incurred as a result of non-payment, including administrative costs and any legal or collection fees reasonably incurred. Title to any products or materials supplied by us does not pass until all amounts due have been paid in full.
Cancellations and Amendments You may cancel or amend a booking by giving us notice in advance. The amount of notice required may depend on the type of service booked and the duration of the appointment. Unless otherwise agreed, cancellations made with insufficient notice may incur a cancellation charge to cover lost time and staffing costs. If we arrive at the property and are unable to complete the service because access is denied, the property is not ready, or the work cannot proceed for reasons outside our control, the booking may be treated as cancelled at short notice and charged accordingly. If we need to cancel or reschedule due to illness, safety concerns, severe weather, transport disruption, equipment failure, or any other matter beyond our reasonable control, we will notify you as soon as reasonably possible and offer an alternative date or refund for any prepaid amount for the cancelled element of the service. We will not be liable for indirect losses arising from a cancellation or rescheduling, provided we have acted reasonably and in good faith. For recurring cleaning services, either party may terminate future visits by giving reasonable notice in accordance with the booking schedule. Any outstanding payments for completed work remain due immediately. Where a cancellation affects a specially arranged visit or a bespoke package, different notice periods or charges may apply if explained in the booking confirmation.
Service Standards and Customer Responsibilities We will provide our services with reasonable care and skill, using appropriate methods and products for the task agreed. However, you are responsible for informing us of any delicate surfaces, fragile items, known defects, hidden damage, or areas requiring special attention. You should also ensure that valuables, cash, jewellery, confidential documents, and irreplaceable items are stored safely before the service begins. While our team will always act responsibly, we are not liable for loss or damage to items that were left in an unsuitable position or not disclosed as needing special handling.
You must ensure that the property is reasonably safe and suitable for cleaning. This includes providing electricity, water, and access to relevant areas unless we have agreed otherwise. If alarms, pets, special security systems, or restricted entry procedures are in place, you must tell us in advance. We may decline to work in any area where there is a risk to health and safety or where the conditions are unsuitable for the service requested. Our staff may pause or stop work if they believe continuing would create a risk to people, property, or equipment.
Liability We will not exclude or limit our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited. Subject to that, we are responsible only for direct loss or damage caused by our proven breach of these terms and only to the extent reasonably foreseeable at the time the contract was made. We are not liable for indirect, consequential, or economic loss, including loss of profit, loss of opportunity, or business interruption, except where required by law.
Waste Regulations Any waste produced during a Twickenham cleaners appointment must be managed in line with applicable UK waste laws and local disposal requirements. Unless we expressly agree to remove waste as part of the service, you remain responsible for the disposal of rubbish, packaging, contaminated materials, and unwanted items. Where waste removal is included, we will handle it only to the extent permitted by law and only for the types of waste agreed in advance. We do not collect or transport hazardous waste, clinical waste, asbestos, chemicals, gas cylinders, sharps, or any other prohibited material unless specific lawful arrangements have been made and documented.
You must tell us in advance if the property contains waste or contamination that requires specialist disposal. We may refuse to handle any item that is unsafe, improperly stored, or classified as controlled waste. If we agree to move waste from the premises, you confirm that you have the right to authorise such removal and that the waste is not subject to any legal restriction, third-party ownership, or special disposal rule. You agree to indemnify us against losses, fines, claims, or expenses arising from inaccurate waste descriptions, unlawful disposal instructions, or a failure to disclose hazardous materials. Any products used by us in carrying out the service will be handled and disposed of in accordance with environmental, safety, and packaging regulations where applicable. You should not ask our team to pour cleaning substances into drains, dispose of materials unlawfully, or mix incompatible substances. If an item or substance is deemed unsuitable for standard disposal, we may leave it in place, isolate it, or ask you to arrange specialist collection.
Complaints and Remedial Work If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after the appointment so that we may investigate. Where appropriate, we may offer a revisit, remedial cleaning, or other fair resolution at our discretion. A complaint does not entitle you to withhold payment for work already performed, except where required by law or where the service has wholly failed to be delivered. Any remedial work must be carried out only after we have had a reasonable opportunity to inspect the issue and verify the claim.
We do not guarantee the removal of all stains, marks, odours, limescale, mould, paint, adhesive residue, or other pre-existing conditions, particularly where they are old, embedded, or dependent on the condition of the surface. Results may vary according to the materials, age, and maintenance history of the property. The service is a professional cleaning service, not a restoration or refurbishment service, unless specifically agreed in writing. Force Majeure We shall not be liable for delay or failure to perform any of our obligations where such delay or failure is caused by events beyond our reasonable control, including but not limited to extreme weather, fire, flood, epidemic, transport disruption, civil disturbance, utility failure, strike, or government action. If a force majeure event continues for an extended period, either party may terminate the affected booking without penalty for the unavailable portion of the service.
Intellectual Property and Confidentiality Any written materials, checklists, systems, or service documents we provide remain our property unless stated otherwise. You may use them only for the purpose for which they were supplied. We will treat personal information and property details supplied by you as confidential and will use them only to arrange and perform the services, handle payments, and comply with legal obligations. We may disclose information where required by law or where reasonably necessary to protect our rights or those of others.
Governing Law and Jurisdiction These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by and interpreted in accordance with the laws of England and Wales. Where you are a consumer, you may bring proceedings in the courts of your own part of the UK where applicable law allows. Where you are a business customer, the courts of England and Wales shall have exclusive jurisdiction unless otherwise required by mandatory law. Nothing in this clause affects any rights that cannot be excluded under consumer law. General Provisions We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will normally apply to that booking unless a later change is required by law or expressly agreed with you. No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. If we choose not to enforce any part of these terms on one occasion, that does not prevent us from enforcing it on another occasion. By proceeding with a booking for Twickenham Cleaners or any related Twickenham cleaning service, you confirm that you have read, understood, and accepted these Terms and Conditions in full. If you do not agree to them, you should not place a booking or allow the service to commence.
