Terms and Conditions for Cleaners Paddington

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners Paddington and related service teams to residential and commercial customers. By making a booking, confirming a service, or allowing access for a cleaning appointment, the customer agrees to these terms. They are intended to create a clear understanding of what is included in the service, how bookings are managed, when payment becomes due, and how both parties should act before, during, and after the appointment.

For the purposes of these terms, references to “we,” “us,” and “our” mean the service provider operating under the Paddington cleaners brand, and references to “you” and “the customer” mean the person booking or receiving the service. These terms apply to all standard and specialist cleaning appointments unless a separate written agreement states otherwise. In the event of any inconsistency, a specifically agreed written arrangement will take priority over these general terms.

The phrase cleaning services includes domestic cleaning, one-off cleaning, end of tenancy cleaning, after-builders cleaning, deep cleaning, and any similar labour-based service supplied by us. Some tasks may require special equipment, extended time, additional materials, or an adjusted quote. Where the service scope changes after the booking is confirmed, we may revise the price, timing, or staffing arrangements before beginning work.

1. Booking Process

Bookings may be requested by the customer through the available booking methods and are only confirmed once we have accepted the request and provided a final or estimated appointment slot. A booking is not automatically secured until confirmation has been issued. We may ask for details such as the type of property, size of the area to be cleaned, preferred service date, access instructions, parking information, and any conditions that could affect the work. This information helps us allocate sufficient time and the correct level of service.

All bookings are made on the basis of the information supplied by the customer. If the property size, condition, or service requirements differ materially from the description provided at the time of booking, we reserve the right to adjust the quoted price, duration, or cleaning plan. In some cases, the service may need to be rescheduled if the original appointment window is no longer suitable for the work required. The customer is responsible for ensuring that all booking details are accurate and complete.

We may offer estimates or fixed prices depending on the nature of the job. An estimate is based on the information available at the time and may change if the actual condition of the premises is different from what was described. A fixed price may still be adjusted where the customer requests additional tasks, the environment is unusually challenging, or hidden conditions make the original scope inaccurate. Any material change will be communicated as soon as reasonably possible.

2. Access, Preparation, and Customer Duties

The customer must provide safe, lawful, and timely access to the property at the agreed time. This includes arranging entry, ensuring any required passes or instructions are available, and making us aware of building procedures, alarm codes, or restrictions that may affect access. If access is delayed or not provided, we may charge for waiting time, a wasted visit, or both, depending on the circumstances.

The customer should prepare the premises in a reasonable manner before the appointment. This may include securing valuables, removing fragile items from work surfaces where practical, and ensuring that the areas to be cleaned are accessible. We are not responsible for moving heavy furniture, handling dangerous objects, or lifting items that may cause injury or damage unless this has been expressly agreed in advance. Our team may refuse to clean any area that presents an avoidable risk.

Where pets, children, or vulnerable occupants are present, the customer must take appropriate steps to ensure their safety and to allow the service to proceed without interruption. Cleaners Paddington may pause or stop work if conditions are unsafe, unhygienic, or otherwise unsuitable. In such situations, any resulting delay or limitation in service may be charged at the agreed rate if the issue is attributable to the customer or the property conditions.

3. Payments and Charges

Payment terms will be confirmed at the time of booking or in the quotation. Unless stated otherwise, payment is due on completion of the service or in accordance with any prepayment requirement set out in the booking confirmation. We may request a deposit for larger, recurring, or specialist jobs, and this deposit may be non-refundable where work has been reserved for the customer and costs have already been incurred.

All charges are payable in pounds sterling. The customer agrees to pay the agreed fee, together with any additional amounts arising from extra time, added tasks, parking charges, congestion-related costs, materials not included in the original price, or late changes requested by the customer. If payment is not made when due, we may suspend further services, retain any deposit permitted by law and the booking terms, and seek recovery of outstanding sums through lawful means.

Where invoices are issued, they must be paid by the due date shown. If a payment fails or is reversed, the customer remains liable for the full amount and for any reasonable costs associated with collection or bank processing, to the extent permitted by law. Discounts, promotional offers, or special rates are valid only for the conditions stated at the time of issue and may be withdrawn where the customer no longer qualifies.

4. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving reasonable notice. Where notice is provided within the accepted cancellation window, no cancellation fee may apply, although administrative charges or unrecoverable costs may be deducted where appropriate and lawful. If the customer cancels at short notice, fails to provide access, or does not attend a booked appointment, we may charge a late cancellation fee or the full booking fee, depending on the circumstances and the amount of reserved time lost.

We may also cancel or reschedule a booking where staff availability changes, the property is unsafe, weather or transport conditions prevent attendance, or we reasonably believe the work cannot be completed as planned. In such cases, we will aim to offer an alternative appointment. Our liability for cancellation is limited to the rescheduling of the service or the refund of any prepayment for the affected visit, unless otherwise required by law.

If the customer is repeatedly unavailable, provides incomplete access details, or changes the service requirement in a way that prevents completion, we may treat the booking as cancelled and charge for the reserved time. For recurring arrangements, either party may terminate future visits by giving notice in line with the agreed service schedule or any minimum commitment that has been confirmed in writing.

5. Service Standards and Limitations

We will use reasonable skill and care in performing the service. However, cleaning outcomes depend on the condition of the premises, the materials present, the time allotted, and whether the customer has selected a standard or specialist service. Some stains, odours, ingrained dirt, limescale, mould, and similar issues may not be fully removable. We do not guarantee restoration to a like-new condition unless this has been expressly agreed in writing and is realistically achievable.

Our team may decline to use certain products or equipment if they could damage surfaces, void manufacturer guidance, or create health and safety concerns. The customer should inform us of any delicate materials, untreated wood, natural stone, antique items, or special finishes. Where the customer requests the use of their own products, we accept no responsibility for any defect, poor performance, or damage caused by those products, except where such damage results from our negligence.

If the customer asks for a task outside the booked scope, we may accept it only if time, safety, and equipment allow. Any added task may increase the price and may affect the completion of originally scheduled work. We are not required to carry out tasks that involve specialist trades, electrical work, plumbing, structural repairs, or any activity that is unlawful, unsafe, or outside the normal duties of a cleaning provider.

6. Liability and Insurance

We accept liability for direct loss or damage caused by our negligence, subject always to the limitations in these terms and to the extent permitted by law. We do not accept liability for indirect, incidental, or consequential losses, including loss of profit, loss of business, or loss of opportunity. 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 under UK law.

The customer should notify us of any damage or issue as soon as reasonably possible and, in any event, within a reasonable time after the service. We may require evidence of the damage, supporting photographs, and access to inspect the affected area before a claim is assessed. Failure to allow us a fair opportunity to review the matter may affect our ability to investigate or resolve the issue.

Where damage is proven to have been caused by us and responsibility is accepted, our remedy may be limited to repair, replacement, cleaning, or a refund of the affected portion of the service, whichever is reasonable in the circumstances. We are not liable for pre-existing damage, defects caused by wear and tear, or damage arising from materials that are already fragile, poorly maintained, or unsuitable for cleaning.

7. Waste Regulations and Removal of Materials

Waste generated during the service will be handled in line with applicable UK waste and environmental requirements. The customer remains responsible for arranging lawful disposal of household waste, bulky items, construction debris, sharps, hazardous materials, clinical waste, or any items requiring special collection, unless we have expressly agreed in writing to remove them and are legally permitted to do so. We will not transport or dispose of restricted waste in breach of regulations.

Our cleaners may collect ordinary waste from bins or designated areas as part of a cleaning appointment, but this does not include the removal of prohibited materials, confidential documents requiring secure destruction, or waste that poses a risk to health and safety. If the property contains needles, broken glass, chemicals, solvents, bodily fluids, asbestos, or similar hazardous matter, the customer must inform us in advance. We may refuse to proceed until the hazard is properly controlled.

The customer must ensure that waste is stored and presented in a way that does not expose our staff to contamination or injury. If specialist disposal is needed, additional charges may apply. We reserve the right to stop work immediately if illegal dumping, unsafe storage, or improper handling of waste is discovered. In such circumstances, the service may be charged in part or in full depending on the work already completed and the risks encountered.

8. Complaints, Disputes, and Amendments

If the customer is dissatisfied with any part of the service, they should notify us promptly so that we can investigate and, where appropriate, return to correct the issue or offer another suitable remedy. We may request a reasonable opportunity to revisit the property where the complaint relates to a specific cleaning outcome that could be addressed through additional work. Any remedy will depend on the facts, the scope of the original booking, and whether the complaint was reported in time.

We may update these Terms and Conditions from time to time to reflect changes in our operations, pricing structure, legal duties, or service model. The version in force at the time of booking will normally apply to that booking unless a later change is required by law or agreed in writing. No variation will be valid unless confirmed by us or clearly stated in the booking documentation.

9. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service, the booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer protections provide otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force.

By booking a service with Paddington cleaners, the customer confirms that they have read, understood, and agreed to these terms. We aim to provide a reliable, professional service based on clear expectations and fair dealing. These terms are designed to protect both the customer and the service provider while supporting efficient, lawful, and high-quality cleaning arrangements.