Surrey Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Surrey Cleaner provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming a quotation, or allowing a cleaner to begin work, you agree to be bound by these terms. They are designed to create a clear, fair framework for both the customer and the service provider, covering the booking process, payment obligations, cancellations, liability, waste handling, and the law that applies to the agreement.

In these terms, the words “we”, “us” and “our” refer to Surrey Cleaner, while “you” and “your” refer to the customer using the service. Unless we state otherwise, references to a service include one-off cleans, regular cleaning arrangements, end of tenancy cleaning, deep cleaning, and any other cleaning service agreed in writing or verbally. These terms apply whether the work is booked by an individual, landlord, tenant, letting agent, business, or other organisation.

We may update these terms from time to time to reflect changes in law, operational requirements, or service standards. The version that applies to your booking will be the version in force when your booking is confirmed, unless a change is required by law or is otherwise necessary for safety, compliance, or clarity. It is your responsibility to read these terms before confirming a booking. If any part of these terms is unclear, you should ask for clarification before the service begins.

1. Booking Process

All bookings are subject to availability and are not guaranteed until confirmed by us. A booking request may be made by phone, email, online form, message, or any other method we make available. Once we have received your request, we may ask for details including the property type, approximate size, access arrangements, the level of cleaning required, and any special instructions. The information you provide must be complete and accurate so that we can assess the work properly and allocate the right time, equipment, and staff.

Any quotation or estimate we provide is based on the information supplied by you and may be revised if the scope of work changes or if the property differs materially from what was described. A quote does not become a binding agreement until it is accepted by you and confirmed by us. If we make a site visit or request images before confirming the price, you agree to provide reasonable access and accurate information. Surrey Cleaner services may be subject to minimum booking durations, travel charges, parking considerations, or other operational requirements, which will be explained before confirmation where relevant.

You are responsible for ensuring that the property is accessible on the agreed date and time. This includes providing keys, alarm codes, parking permissions, entry instructions, and any other practical details needed to carry out the work. If we are unable to access the property when scheduled, we may treat the appointment as a late cancellation or unsuccessful visit and charge accordingly. Where the service depends on utilities, such as water or electricity, these must be available unless otherwise agreed.

2. Service Scope and Customer Responsibilities

The service scope will be limited to what has been agreed in advance. A standard clean does not automatically include specialist tasks, hazardous waste removal, mould remediation, pest-related cleaning, biohazard cleaning, heavy lifting, dismantling fixtures, or work requiring specialist certification. If such services are needed, they must be agreed separately. We reserve the right to refuse any task that is unsafe, illegal, unsanitary, or beyond our competence or equipment. The customer must ensure that the premises are reasonably prepared for the cleaner to work safely and efficiently.

You must remove or secure valuables, fragile items, confidential papers, cash, jewellery, and any other possessions that could be damaged, lost, or mistaken for waste during the cleaning process. Domestic cleaning terms and cleaning service conditions do not make us responsible for items left in areas being cleaned unless loss or damage is caused by our proven negligence. You must also tell us in advance about any special surfaces, delicate materials, pets, allergies, hidden hazards, or areas that should not be cleaned. If the information supplied is incomplete, we may not be able to guarantee the expected outcome.

We aim to carry out the service with reasonable care and skill and in line with the agreed instructions. However, some stains, marks, odours, or wear may not be fully removable. Results can depend on the age and condition of the property, previous maintenance, and the type of materials being cleaned. Where a stain or damage is pre-existing, permanent, or caused by factors outside our control, we cannot guarantee complete removal or restoration.

3. Payments and Charges

Prices will be set out in the quotation, booking confirmation, or service agreement. Unless stated otherwise, charges are based on time, scope, frequency, or an agreed fixed fee. We may charge extra for services outside the standard scope, urgent bookings, weekend or bank holiday work, heavy soiling, additional labour, specialist materials, or circumstances that increase the time needed to complete the job. Any additional charge will be discussed where reasonably possible before the work continues.

Payment terms will be confirmed at the time of booking. In most cases, payment must be made on completion of the service, though we may request a deposit, part-payment, or advance payment for larger jobs, recurring work, or first-time appointments. Accepted methods of payment may include bank transfer, card payment, cash, or other methods agreed by us. If payment is not made by the due date, we may charge late fees, suspend future services, or recover the debt through lawful collection methods. You are responsible for any bank charges or failed payment fees incurred as a result of your chosen payment method.

If we have quoted a fixed price, that price assumes the service can be completed within the agreed scope and timescale. If the scope changes because additional rooms, tasks, contamination, clutter, or access problems are discovered, we may revise the price before proceeding. We will not increase a price arbitrarily, but we are entitled to charge reasonably for extra work requested by you or made necessary by conditions at the property. All charges are stated in pounds sterling unless otherwise agreed.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule an appointment by giving reasonable notice. The exact notice period may vary depending on the type of booking and will be confirmed at the time of arrangement. Where notice is not provided within the required period, we may charge a cancellation fee to cover reserved time, staff allocation, travel, and administrative costs. For recurring services, repeated cancellations or repeated access failures may result in the arrangement being withdrawn.

If we need to cancel or reschedule because of illness, severe weather, transport disruption, equipment failure, safety concerns, or other circumstances beyond our control, we will aim to notify you as soon as reasonably possible and offer an alternative appointment. We will not be liable for indirect losses arising from a lawful cancellation or rescheduling, provided we have acted reasonably. If a cancellation is due to your breach of these terms, including failure to provide access or accurate information, we may still charge in full or in part as permitted by the booking conditions.

Cleaning company policies on cancellations are intended to be fair and proportionate. We understand that plans change, but late cancellations can prevent us from offering the time to another customer. Accordingly, where a slot has been reserved specifically for you, and we are unable to reallocate it, a fee may apply. If you are delayed on the day of service, you must contact us as soon as possible so we can assess whether the appointment can still proceed within the scheduled window.

5. Liability and Limitations

We will carry out the service with reasonable care and skill. If we fail to do so, we may, at our option, return to the property to remedy the issue, offer a reasonable price adjustment, or provide another appropriate remedy depending on the circumstances. Any complaint about the quality of the service must be raised within a reasonable time after completion, and where possible with supporting evidence such as photographs. This allows us to investigate promptly and fairly.

We are not responsible for loss, damage, or delay caused by events outside our reasonable control, including but not limited to fire, flood, storm, power failure, civil disruption, or acts of third parties. We are also not liable for pre-existing damage, hidden defects, or deterioration resulting from age or poor maintenance. To the fullest extent permitted by law, our liability for direct loss arising from any claim connected with a service will be limited to the amount paid or payable for that specific service, except where the law does not allow 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 lawfully be excluded under UK law. If you believe damage has occurred, you must notify us as soon as reasonably possible and, where safe to do so, preserve the condition of the affected area so that the matter can be assessed. We may not be able to investigate claims properly if the area has been altered significantly after the service.

6. Waste Regulations and Disposal

Waste removal, disposal, and handling are subject to UK waste regulations and environmental obligations. Unless specifically agreed, our cleaning services do not include the removal of general household waste, construction waste, bulk rubbish, electrical items, sharps, clinical waste, asbestos-related materials, or any other controlled waste. If waste is generated as part of the service, such as packaging, disposable cloths, or cleaning residue, we will handle it in a lawful and responsible manner consistent with normal cleaning practice.

You must tell us in advance if any waste at the property may be hazardous, contaminated, infectious, sharp, or otherwise regulated. We may refuse to move or handle waste that presents a risk to health, safety, or compliance. If we agree to dispose of waste on your behalf, you remain responsible for ensuring that the waste is lawful to remove and that any required consents, permits, or arrangements are in place. We may charge additional fees for lawful disposal where this service is expressly agreed.

We expect customers to segregate hazardous items from general waste and to provide a safe working environment. If waste is incorrectly described, improperly stored, or concealed, and this causes delays, extra costs, or exposure to risk, you may be responsible for any resulting charge or loss. Surrey cleaning terms relating to waste are designed to ensure that all services are carried out in a responsible and compliant way, without creating unnecessary environmental or legal risk.

7. Insurance, Subcontractors, and Staff Safety

We may use trained staff, temporary workers, or subcontractors to deliver part or all of the service. Where subcontractors are used, they are expected to work to the same general standards of care and professionalism. We may replace a cleaner or adjust personnel where needed for operational reasons, and doing so will not normally affect your rights under these terms. You agree to treat all staff with courtesy and to provide a safe environment free from abuse, harassment, or unacceptable conduct.

We may suspend or discontinue a service if the property is unsafe, unsanitary, structurally hazardous, or contains aggressive animals, threatening behaviour, or conditions that create unreasonable risk. In such circumstances, any payment already made may be retained or partially refunded depending on the work completed and the reason for suspension. Where possible, we will explain the issue and may resume the service once the risk has been resolved.

We maintain insurance cover appropriate to the nature of our services, but insurance does not change your responsibilities under these terms. You remain responsible for informing us of any special risks, fragile items, access issues, or site conditions that could affect safety or the quality of the service. Failure to do so may affect any claim or remedy available to you.

8. Complaints, Changes, and General Legal Terms

If you are dissatisfied with any aspect of the service, please raise the issue promptly so that we can investigate. We may request reasonable evidence and may offer a corrective visit, partial refund, or other remedy where appropriate. We do not guarantee to achieve every subjective preference, but we do aim to address genuine service failures fairly and promptly. Any remedy will be limited to the specific issue complained of and will not automatically apply to unrelated future bookings.

We may assign, transfer, or subcontract our rights and obligations under these terms where lawful and reasonable. You may not transfer your rights under the agreement without our written consent. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No delay or failure by us to enforce a right will operate as a waiver of that right.

Surrey Cleaner terms and conditions form the entire agreement between you and us in relation to the services booked, unless a separate written contract states otherwise. Any variation must be agreed by both parties. If there is any conflict between a booking confirmation and these terms, the booking confirmation will prevail only to the extent of the inconsistency. These terms are intended to be practical, balanced, and compatible with consumer and business requirements in the UK.

9. Governing Law

These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, are governed by the laws of England and Wales. You and we agree that the courts of England and Wales will have exclusive jurisdiction, except where applicable consumer law provides otherwise. If you are using the service as a consumer, your statutory rights are not affected by these terms.

By booking or using our services, you confirm that you have read, understood, and accepted these terms. They are designed to support transparent service delivery while allowing flexibility for different property types and cleaning requirements. For that reason, it is important that all booking details are accurate and that any special requirements are disclosed before work begins.

These terms are written to apply generally and may be adapted by service type, provided any special conditions are communicated clearly before confirmation. They are not a substitute for legal advice, and if a particular situation requires a bespoke agreement, that agreement should be documented separately. In all cases, the aim is to provide a reliable, professional, and lawful cleaning service under clear and fair conditions.