Putney Cleaner Terms and Conditions
These Terms and Conditions set out the basis on which Putney Cleaner provides domestic and commercial cleaning services in the United Kingdom. By making a booking, the customer confirms that they have read, understood and agreed to these terms. These conditions are intended to create a clear working arrangement between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste handling and the legal framework that applies to the service. They are designed to support a fair and professional cleaning service while keeping responsibilities clear for both sides.
In these terms, references to “we”, “us” and “our” mean the service provider operating under the name Putney Cleaner. References to “you” and “your” mean the customer, client, tenant, landlord, business owner or authorised representative who books or receives the cleaning service. Where a booking is made by one person on behalf of another, the person placing the booking confirms that they have authority to do so and that the final customer accepts these terms.
These terms apply to all standard and specialist cleaning appointments, unless a separate written agreement states otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Nothing in these terms affects any mandatory rights you may have under UK law as a consumer or business customer.
1. Booking Process
A booking is formed only when the requested service has been accepted and confirmed by us. Enquiries, messages, quotations and informal discussions do not in themselves create a binding booking. The final scope of work depends on the information provided by the customer at the time of booking, including the type of property, the areas to be cleaned, access arrangements, parking restrictions, required equipment and any specific concerns such as stains, delicate surfaces or heavily soiled rooms.
We may request photographs, property details or additional instructions in order to assess the work accurately. The customer must provide accurate and complete information. If the actual condition of the property differs from the information supplied, we may revise the price, adjust the time required, change the cleaning method or decline to continue where the work is unsafe, impractical or outside the agreed scope. A cleaning appointment may also be rescheduled if access is delayed, utilities are unavailable or the environment is not suitable for safe work.
Our cleaners will carry out the service with reasonable care and skill, but the exact outcome of a house cleaning, end of tenancy cleaning or other service may depend on the condition of the property and the materials present. We do not guarantee the removal of every stain, odour, mark or build-up, particularly where damage is long-standing, embedded, caused by unsuitable materials or already treated with incorrect products. If a customer requests extra tasks on the day, these may be accepted only if time, equipment and pricing allow.
Access and customer obligations
The customer is responsible for ensuring safe and timely access to the property. This includes providing keys, codes, concierge approval, security information or a responsible person to grant entry where necessary. If our cleaner is unable to gain access within a reasonable waiting period, the booking may be treated as a late cancellation and the relevant charges may apply. The customer should also ensure that water, electricity and any other essential utilities required for the cleaning service are available unless agreed otherwise.
2. Payments and Charges
Prices may be quoted as a fixed fee, an estimated fee or an hourly rate depending on the nature of the work. Estimates are based on the information available at the time of booking and may change if the property condition, access or requested tasks differ materially from what was described. Any additional work requested by the customer or required because of incomplete information may be charged separately. Where applicable, pricing may include labour, equipment, standard products and ordinary travel allowances, but special supplies, parking costs, congestion charges, specialist waste disposal or other out-of-pocket expenses may be added where reasonably necessary.
Payment terms will be confirmed at the time of booking or in the booking confirmation. Unless otherwise agreed in writing, payment is due upon completion of the service or immediately after invoicing. We may require part payment, a deposit or full prepayment for certain booking types, including large jobs, repeated no-shows, same-day appointments or specialist services. If payment is not received by the due date, we reserve the right to pause future services, charge reasonable recovery costs where permitted and pursue outstanding sums through lawful means.
All amounts are stated in pounds sterling unless otherwise indicated. Any VAT or other taxes will be applied if and where required by law. Customers must ensure that payment details are valid and that they have authority to use the chosen payment method. Where a payment is reversed, declined or disputed without lawful basis, we may suspend the account and request immediate settlement. A cleaning company invoice should be reviewed promptly; any queries should be raised within a reasonable time so they can be investigated efficiently.
We may correct any obvious pricing error before accepting a booking. If a pricing mistake is discovered after confirmation, we will contact the customer as soon as reasonably possible to explain the issue and offer the option to proceed at the corrected price or cancel without charge where appropriate.
3. Cancellations, Rescheduling and Missed Appointments
Customers may request changes to the booking date or time, but all changes are subject to availability and confirmation. A rescheduled appointment is only effective once we have agreed it. We understand that plans can change; however, late changes can affect staff allocation and other bookings, so notice is required. Unless stated otherwise at the time of booking, the following cancellation principles apply: reasonable notice is required for ordinary appointments, and shorter notice may result in a cancellation fee, especially where the cleaner has already been assigned, equipment prepared or travel undertaken.
If the customer cancels with insufficient notice, if access is not provided, or if the property is not ready for cleaning, we may charge a fee reflecting lost time and associated costs. For larger or specialist cleaning jobs, a deposit may be non-refundable if cancellation occurs after the service has been reserved and preparation has begun. Where we cancel or need to postpone due to illness, safety concerns, weather disruption or operational reasons, we will use reasonable efforts to rearrange the visit at a suitable time. We will not be liable for any indirect losses caused solely by rescheduling where no fault of ours exists.
Missed appointments caused by customer absence, incorrect addresses, unavailable keys, lack of permission to enter or false access details may be treated as customer cancellation. If a cleaner attends but cannot start work because the property is not accessible, secure or safe, the booking may be charged in full or in part depending on the circumstances. Repeated missed appointments may lead to refusal of future bookings.
Service changes on the day
If, during the visit, it becomes clear that the agreed cleaning cannot be completed within the booked time or safely with the available equipment, we may recommend partial completion, an extended visit or a revised quotation. Any change must be agreed with the customer or their representative before extra charges are incurred, unless the work is necessary to prevent immediate damage, danger or sanitation concerns.
4. Liability and Service Standards
We will provide the service with reasonable care and skill. However, the customer understands that cleaning involves the use of chemicals, water, tools and manual work, and certain risks cannot be entirely removed. We are not responsible for pre-existing damage, hidden defects, unstable fittings, worn surfaces, poor-quality materials, loose items, unsecured valuables or items that are already cracked, faded, scratched, weakened or incorrectly installed. The customer should remove or secure fragile, valuable or sentimental items before the service begins.
To the fullest extent permitted by law, we will not be liable for indirect or consequential losses, loss of profit, business interruption, loss of opportunity, or any loss arising from information the customer failed to provide accurately. Where liability is established, our responsibility is limited to the amount paid or payable for the specific service giving rise to the claim, except where the law does not permit such limitation. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be excluded.
Any complaint relating to the quality of the service should be reported within a reasonable period after completion so that we can investigate and, where appropriate, return to inspect the issue. We may offer a revisit, partial re-clean or other reasonable remedy at our discretion if the complaint is justified and relates to the original booking. This does not apply where the issue results from customer misuse, normal wear and tear, subsequent contamination or circumstances outside our control.
The customer is responsible for checking that their property insurance covers any items, surfaces or events that they consider sensitive or high value. We recommend that the customer informs us in advance of special risks, including alarm systems, pets, medical equipment, delicate finishes, water-sensitive flooring and any area that should not be touched or moved.
5. Waste Regulations and Disposal
We operate in accordance with applicable UK waste regulations and environmental rules. Cleaning waste, packaging, used cloths, empty containers, vacuum contents and similar material will be handled responsibly and only in line with the agreed service. We do not remove regulated, hazardous or specialist waste unless that has been specifically agreed in writing and can lawfully be undertaken by us or an approved third party.
The customer must disclose any waste that may be hazardous, contaminated or subject to special handling, including but not limited to needles, sharp objects, bodily fluids, mould, chemicals, medical items, asbestos-related material, animal waste or pest-infested contents. If such waste is discovered during the cleaning visit, we may stop work in the affected area, request revised instructions or refuse to handle the waste where it would be unsafe or unlawful to do so. Additional charges may apply where specialist handling, PPE, segregation or disposal arrangements are required.
We will not knowingly breach environmental, public health or waste disposal laws. Where waste transfer arrangements are needed, the customer must cooperate by identifying the correct disposal method and ensuring that any required permissions are in place. If a customer instructs us to dispose of items or materials in a way that would conflict with the law, we will decline that instruction. We may also decline to use products or methods that would create unlawful discharge, contamination or improper disposal.
Materials left behind after a service may include emptied packaging, disposable cloths or routine cleaning residue unless otherwise agreed. Any items the customer wants retained, sorted or separated should be identified before the appointment begins. We are not responsible for accidentally disposing of items that were mixed with general waste, left unlabelled or not clearly identified as keep items.
6. Customer Duties During the Service
The customer must ensure that the environment is safe and suitable for the cleaning appointment. This includes providing honest information, securing pets, isolating dangerous areas, removing personal items from surfaces where practical and alerting us to any health and safety concern. If a cleaner reasonably believes that continuing work would create a risk to people, property or equipment, the cleaner may stop or modify the service.
The customer must not ask our staff to carry out illegal acts, misuse equipment, ignore safety instructions or handle prohibited materials. Our staff may refuse any task that is outside the agreed scope, unsafe, unlawful or inconsistent with professional standards. If a customer requests work in an area that contains restricted access, confidential materials or security-sensitive items, the customer remains responsible for supervising or protecting those items.
We reserve the right to remove a cleaner from a property where there is abuse, harassment, dangerous behaviour or a significant breach of these terms. In such cases, any fee already earned or reasonably incurred may remain payable. This approach helps protect staff welfare and ensures that the service remains lawful and professional.
7. Governing Law and General Provisions
These terms are governed by the laws of England and Wales. Any dispute arising in connection with the service, these terms or any related booking will be subject to the exclusive jurisdiction of the courts of England and Wales, unless another jurisdiction applies by mandatory law. If the customer is based elsewhere in the United Kingdom, the service remains governed by the same legal framework unless local mandatory consumer rules state otherwise.
We may update these Putney Cleaner terms from time to time to reflect legal, operational or service changes. The version in force at the time of booking will apply to that booking, unless a later version is expressly agreed. Continued use of the service after a revised version is issued may indicate acceptance of the updated terms for future bookings.
These terms, together with the booking confirmation and any written service agreement, make up the entire agreement between the parties concerning the relevant cleaning job. No statement made before the booking will override these terms unless confirmed in writing. If we choose not to enforce any right at a particular time, that does not mean the right has been waived for the future.
The headings in these terms are for convenience only and do not affect interpretation. Words in the singular include the plural where the context allows, and references to any law or regulation include any amendment or replacement of it. By proceeding with a booking, the customer confirms that they have the authority and intention to enter into this agreement and to comply with its requirements.