Greenwich Cleaners Terms and Conditions
These terms and conditions set out the basis on which Greenwich Cleaners provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. Please read them carefully before using our cleaning service. They are designed to make the relationship between you and our company clear, including how bookings are made, how payments work, what happens if a visit is cancelled or rescheduled, and how liability is handled if something goes wrong.
In these terms, references to “we”, “us”, and “our” mean Greenwich Cleaners, and references to “you” and “your” mean the customer or the person placing the booking. These terms apply to all regular and one-off cleaning appointments, including standard house cleaning, deep cleaning, end of tenancy cleaning, office cleaning, and related cleaning tasks agreed in advance. If any specific service agreement or written quotation conflicts with these terms, the specific agreement will apply only to the extent that it clearly says so.
We may update these terms from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of your booking will normally apply to that booking unless a legal or operational change requires immediate implementation. Continuing to use our service after changes are published indicates your acceptance of the updated terms.
Booking Process
All bookings are subject to availability. A booking may be requested by phone, email, online form, or any other method we make available from time to time. When you request a cleaning appointment, you should provide accurate details about the property, the type of cleaning required, the preferred date and time, access arrangements, parking limitations, and any relevant instructions. This helps us allocate the right cleaner, schedule the correct duration, and price the job fairly.
A booking is not confirmed until we have accepted it and sent a confirmation or otherwise clearly indicated that the service will go ahead. We reserve the right to decline a booking, amend the proposed service, or request additional information before acceptance. If we provide an estimate rather than a fixed price, the final charge may change if the property size, cleaning condition, required tasks, or access conditions differ from the information originally provided.
Where a quotation is based on the information you give us, you are responsible for ensuring it is complete and accurate. If the actual service differs materially from the information supplied, we may revise the price, shorten or extend the time required, or, where appropriate, refuse to carry out unsafe or unreasonable work. We may also request proof of identity or authority to enter a property if the circumstances make this necessary for security or contractual reasons.
Service Standards and Customer Responsibilities
Our cleaners will carry out the agreed tasks using reasonable care and skill. However, the scope of work is limited to what is listed in the booking confirmation, quotation, or service description. Unless expressly agreed, our cleaning services do not include specialist trades work, moving heavy furniture, handling hazardous substances, outdoor maintenance, or tasks requiring dismantling or repair. Any additional task requested on the day is subject to approval and may be charged separately.
You must ensure that the property is reasonably safe and accessible on the agreed date and time. This includes providing access codes, keys, alarm instructions, and any necessary entry arrangements. You should also ensure that pets are secured, fragile items are safely stored, and valuable possessions are protected. We are not responsible for delays or failure to complete a service caused by incorrect access details, locked premises, unsafe conditions, or the absence of agreed facilities such as water or electricity.
You agree to inform us in advance of any relevant health and safety matters, including known hazards, infestations, bodily fluids, sharp objects, asbestos, mould, or items requiring specialist treatment. We may suspend or stop work if we consider that the property is unsafe, if the task falls outside the agreed service, or if your instructions would place our staff at risk. In such cases, any cancellation or wasted attendance charges may still apply.
Payments
Our charges may be set on an hourly basis, fixed fee basis, or as a bespoke quote depending on the type of cleaning arranged. Prices may include labour, standard supplies, and agreed equipment, but any exclusions will be made clear in the booking details. If a quote is based on a time estimate, it is your responsibility to ensure the property condition matches the description given when booking. Additional time needed because of excess dirt, clutter, scale, or unexpected requirements may be billed at the applicable rate.
Unless stated otherwise, payment is due on completion of the service or in advance where a prepayment arrangement has been agreed. We may require a deposit for larger, recurring, or specialist bookings. Accepted methods of payment may include bank transfer, card payment, or other means notified by us. If a payment is declined, reversed, or not received by the due date, we may suspend future bookings, withhold documents such as invoices or receipts, and recover any outstanding sums.
All fees are stated in pounds sterling unless expressly agreed otherwise. Where VAT applies, it will be shown separately or included in the quoted price as required. If you dispute any part of an invoice, you should notify us promptly and provide full details of the issue. Undisputed sums must still be paid by the due date. We may charge reasonable costs incurred in recovering overdue payments, to the extent permitted by law.
Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving us reasonable notice. The exact notice period may vary depending on the service type, but the closer the cancellation is to the appointment time, the more likely a charge will apply. If you cancel after we have already allocated staff, reserved time, or incurred preparatory costs, you may be charged a cancellation fee or part of the agreed service price.
If our cleaner arrives and is unable to access the property, is refused entry, or cannot proceed because the property is not ready for service, the appointment may be treated as a late cancellation or missed visit. In such cases, a call-out fee or full charge may apply depending on the circumstances. If we need to cancel or reschedule, we will use reasonable efforts to notify you as soon as possible and offer an alternative time where feasible.
For repeat or recurring cleaning arrangements, repeated short-notice changes, non-payment, unsafe access, or persistent failure to meet the required conditions may lead us to suspend or end the arrangement. We will normally try to resolve operational issues in a fair way, but we are not obliged to continue providing services where continued booking is no longer practical or commercially reasonable.
Liability and Insurance
We will provide our services with reasonable care and skill. If we fail to do so, and this causes foreseeable loss or damage, we may be liable under applicable law. However, our liability is limited to the maximum extent permitted by law. 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 lawfully be excluded.
We are not responsible for loss or damage caused by items already faulty, unstable, or incorrectly fitted, including shelves, appliances, fixtures, fittings, or fragile materials that are not fit for normal cleaning. We are also not liable for damage arising from pre-existing wear and tear, hidden defects, poor maintenance, or your failure to provide accurate information about surfaces, materials, or hazards. Where appropriate, you should remove or secure fragile, valuable, or sentimental items before the appointment begins.
Any claim for damage or loss must be reported to us within a reasonable time after discovery and supported by relevant details. You must allow us a fair opportunity to inspect the issue, gather information, and consider a remedy. Our preferred approach may include re-cleaning the affected area, arranging repair, or offering an appropriate refund or partial refund, depending on the facts. We do not accept liability for indirect or consequential loss, loss of profit, or business interruption except where required by law.
Waste Regulations and Disposal
Our cleaning service may involve removal of ordinary waste generated during the work, such as disposable cloths, packaging, and small amounts of debris from agreed tasks. Unless specifically stated, we do not provide a general rubbish removal, clearance, or hazardous waste disposal service. Any waste handling will be limited to lawful, ordinary, and reasonably incidental cleaning waste.
You remain responsible for ensuring that any waste requiring special handling is dealt with in accordance with applicable UK waste regulations. This includes electrical items, sharp materials, needles, chemicals, clinical waste, paint, solvents, asbestos, and any other controlled or hazardous materials. We may refuse to handle, move, bag, or dispose of such items. If we reasonably believe that the property contains waste that must be managed by a specialist contractor, we may suspend the service until the issue is resolved.
You agree not to ask our staff to dispose of restricted materials in a way that would breach the law or place them at risk. If you instruct us to remove waste from the property, you must ensure that the waste is lawful to handle and that any required storage, segregation, transfer, or disposal arrangements are in place. Where local collection rules or site restrictions apply, compliance remains your responsibility unless we have expressly agreed otherwise in writing.
Property Access, Keys, and Security
If you provide us with keys, codes, fobs, or any other access device, you do so at your own risk unless we have agreed a specific key-holding arrangement. We will take reasonable care of any access item entrusted to us, but you should retain a spare or alternative access method whenever possible. If an access device is lost or cannot be returned, our responsibility is limited to reasonable replacement costs unless a greater liability is imposed by law.
You are responsible for keeping any alarm system, security instruction, or restricted-access rule up to date. If a security system is triggered because of incomplete or inaccurate instructions, or because access arrangements are inconsistent with what you told us, you agree to bear any resulting call-out, response, or consequential costs to the extent permitted by law. We may refuse to re-enter a property where doing so would create a security concern or a risk to our staff.
We may photograph or document a property before and after a service for operational, quality, or dispute-resolution purposes. Such records will be handled in line with data protection law and retained only for as long as reasonably necessary. They are not a substitute for a formal inspection where a claim involves disputed damage, but they may help us establish the condition of the property at the time of service.
Termination and Suspension
We may suspend or terminate a booking or ongoing service arrangement if you materially breach these terms, if payment remains outstanding, if the property is unsafe, or if our staff are subjected to abuse, harassment, or unreasonable conduct. We may also end the arrangement where continuing the service would be unlawful, operationally impractical, or outside the agreed scope.
You may end a recurring service arrangement by giving notice in accordance with the booking terms or, if no notice period is stated, by giving reasonable notice. Ending an arrangement does not remove the obligation to pay for services already supplied, cancellation fees properly due, or any other amounts accrued before termination. Any equipment or keys held by us must be returned or made available for collection in a reasonable manner.
If either party ends the arrangement, rights and obligations that are intended to continue after termination will survive, including provisions relating to payment, liability, waste compliance, confidentiality where relevant, and dispute handling. This ensures that any issues arising before termination can still be addressed fairly and lawfully.
General Legal Terms
If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing a right shall be treated as a waiver of that right. Any waiver must be in writing and shall apply only to the specific matter agreed.
These terms, together with your booking confirmation and any clearly agreed written quotation, form the entire agreement between you and Greenwich Cleaners in relation to the service. You should not rely on any verbal statement unless we have confirmed it in writing. If there is any inconsistency between versions, the document most specific to your booking will take priority over general information.
Nothing in these terms creates a partnership, employment relationship, or agency relationship between you and us. Our cleaners remain responsible for performing services as contractors or employees of the business, as applicable, and you may not direct them beyond the agreed cleaning requirements in a manner that would place them outside their role or compromise safety.
Governing Law
These terms and any dispute or claim arising out of or in connection with them, their subject matter, or their formation shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may have additional rights under mandatory consumer protection laws that cannot be excluded by agreement.
Any dispute should first be raised with us so that we have an opportunity to review the issue and, where appropriate, propose a practical solution. If the matter cannot be resolved informally, the courts of England and Wales will have jurisdiction, subject to any rights you may have to bring proceedings in another part of the UK where required by law. These terms are intended to be fair, lawful, and consistent with UK service standards for a professional cleaning company.
