Catford Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Catford Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. They are designed to make the service clear, fair, and predictable for both parties. For the purposes of these terms, references to “we”, “us” and “our” mean Catford Cleaners, and references to “you” or “the customer” mean the person or business requesting the service.

Our cleaning services may include regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, specialist stain treatment, and related housekeeping tasks. The exact scope of any job will depend on the booking details, the condition of the premises, and any agreed exclusions. While we aim to deliver a professional Catford cleaning service every time, outcomes may vary depending on the materials, age, maintenance history, and condition of the property.

These terms are intended to operate alongside any written quotation, service plan, booking confirmation, or pre-agreed instructions. If there is any inconsistency between these Terms and Conditions and a specific written agreement, the written agreement will usually take priority for the matters it covers. Nothing in these terms affects your statutory rights under UK law.

Booking Process

A booking is only confirmed when we have accepted your request and provided confirmation of the date, time, service type, and, where applicable, the estimated or fixed price. We may accept bookings subject to availability, access arrangements, and the suitability of the requested service. A Catford Cleaners booking may be made for a single visit, recurring visits, or a larger project, depending on the service required.

When placing a booking, you agree to provide accurate and complete information, including the property address, service requirements, access details, parking limitations, security instructions, pets, and any health or safety risks. If the information provided is inaccurate or incomplete, we may need to amend the service, adjust the price, or reschedule the appointment. Any delay or additional cost caused by incorrect information may be charged to you.

We reserve the right to decline a booking where the requested work is unsafe, unlawful, outside our expertise, or not reasonably feasible within the time available. We may also refuse or cancel a booking if the property condition differs materially from what was described, or if we reasonably believe the work would expose our staff to unacceptable risk. In such cases, any deposit paid may be refunded or partly retained to cover administration costs, where lawful and reasonable.

Services, Access, and Customer Responsibilities

You are responsible for ensuring that we have suitable access to the premises at the agreed time. This includes arranging entry, providing keys or codes where needed, and making sure someone authorised to let us in is present if required. If we are unable to gain access, or if the property is not ready for cleaning, the visit may be treated as a late cancellation or failed appointment.

You must remove or secure valuables, cash, documents, and fragile items before the service begins unless we have expressly agreed to handle them. We are not responsible for the loss or damage of items left in vulnerable positions, nor for items hidden or not disclosed to us. You should also inform us of any delicate surfaces, special materials, or areas requiring particular care. A cleaning appointment may be adapted to protect such items, but we may not be able to guarantee specific results on surfaces that are already worn, damaged, or unsuitable for standard cleaning methods.

Where the service requires detergents, equipment, or methods that are not suitable for certain materials, we may decline to proceed with those specific tasks unless you approve an alternative approach. You agree to cooperate with reasonable requests made by our team to ensure safety and efficiency. If we consider that the conditions on site are materially different from those described at booking, we may revise the scope of the work or withdraw from the service entirely.

Cancellations, Amendments, and No-Shows

You may cancel or amend a booking by giving us reasonable notice. Unless a different notice period is stated in your booking confirmation, we request at least 24 hours’ notice for standard appointments and more notice for larger or specialist work. Where sufficient notice is given, any prepaid amount may be refunded or transferred to another date, subject to administrative deductions where reasonable and lawful.

If you cancel with short notice, fail to provide access, or are not ready for the service to begin, we may charge a cancellation fee or retain part or all of any deposit to cover time reserved, staff allocation, travel, and scheduling costs. For larger or custom cleaning projects, cancellation charges may be higher because of preparation, equipment allocation, or loss of alternative work.

We may also need to reschedule or cancel an appointment due to illness, staff availability, adverse weather, transport disruption, equipment failure, or other circumstances beyond our control. In such circumstances, we will try to offer an alternative date or a suitable substitute service where possible. Our liability for cancellation in these situations is limited to refunding any prepaid amount for the affected visit, unless otherwise required by law.

Quality, Complaints, and Re-Visits

We aim to provide a professional and consistent Catford Cleaners service, but you acknowledge that cleaning outcomes can depend heavily on pre-existing conditions and the nature of the materials being treated. Some stains, odours, limescale, mould, paint, corrosion, ingrained dirt, or long-term neglect may not be fully removable. We do not guarantee the elimination of all marks, smells, or damage, especially where the surface has been previously treated or has deteriorated.

If you believe that a part of the work has not been completed as agreed, you must notify us within a reasonable time and no later than 48 hours after the service, unless the issue is discovered later and could not reasonably have been identified earlier. We may, at our discretion, return to inspect and, where appropriate, re-clean the relevant area. A re-visit is not an admission of fault and will only be offered where we consider the complaint to be reasonable and within the original scope of the booking.

We will not be responsible for issues arising from use of the property after the cleaning, for re-soiling caused by occupants, third parties, or pets, or for damage caused by undisclosed conditions such as leaks, unstable fixtures, faulty materials, or pests. The use of any re-visit, refund, or partial refund is at our discretion unless your statutory rights require otherwise.

Liability and Insurance

We will exercise reasonable skill and care in providing our cleaning services. However, except where prohibited by law, we shall not be liable for loss or damage arising from circumstances beyond our reasonable control, including but not limited to faulty items, pre-existing defects, hidden weaknesses, unsuitable materials, poor maintenance, or inaccurate information supplied by you.

Our liability for direct loss in connection with any individual service is limited to the amount paid or payable for the relevant booking, except where the loss is caused by our negligence resulting in death or personal injury, fraud, or any other liability that cannot legally be limited. We are not liable for indirect or consequential losses, including loss of profit, business interruption, loss of opportunity, or emotional distress, unless such liability cannot be excluded under applicable law.

You are responsible for arranging adequate insurance for items of particular value, fragile goods, or special surfaces if you consider such cover necessary. We maintain appropriate insurance arrangements for our business activities, but this does not transfer responsibility for items that are inherently delicate, improperly installed, or already damaged. Our team may stop work if they identify a risk to health, safety, or property, and any such decision will be treated as reasonable where made in good faith.

Waste Regulations and Disposal

Where our service involves collection or removal of waste, soiled materials, packaging, or disposable items, both parties must comply with applicable UK waste laws and environmental rules. We will only remove and dispose of waste where this has been agreed in advance and is lawful for us to do so. You must accurately describe the type and approximate volume of waste so we can determine whether the task is suitable and whether any special handling is required.

You remain responsible for informing us if the waste includes hazardous, clinical, sharp, biological, chemical, electrical, or contaminated materials. We will not handle regulated or dangerous waste unless we have expressly agreed to do so and are permitted to do so by law. If prohibited or undeclared waste is discovered on site, we may refuse to remove it, may suspend the service, and may charge for any wasted time or additional disposal arrangements made necessary by the situation.

Any waste transferred to us for removal must be packaged, separated, and presented in a way that complies with legal and practical handling requirements. We may request that you sort waste into ordinary and specialist categories. You agree not to place prohibited items into general waste bags or cleaning disposal containers. Where a disposal charge applies, it will be stated in advance or added to your invoice in accordance with the agreed service terms.

Force Majeure, Termination, and General Provisions

We shall not be in breach of these terms, nor liable for delay or failure to perform, if that delay or failure is caused by an event beyond our reasonable control. This includes severe weather, fire, flood, power failure, transport disruption, strikes, pandemics, government restrictions, supply shortages, or similar events. In such cases, we will act reasonably to resume service as soon as practicable.

We may terminate or suspend the service immediately if you breach these terms, fail to pay sums due, provide unsafe access, or behave in a threatening, abusive, or unlawful manner toward our staff. You may also end a recurring service by giving the notice set out in your booking confirmation or, if none is stated, by giving reasonable written notice. Termination will not affect rights or obligations that already accrued before the service ended.

Each clause of these terms operates separately. If any provision is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right shall constitute a waiver of that right. These terms may be updated from time to time, and the version in force at the time of your booking will generally apply to that booking unless a newer version is specifically agreed.

Governing Law and Jurisdiction

The contract between you and Catford Cleaners, and any dispute or claim arising from it, shall be governed by and interpreted in accordance with the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections in your home jurisdiction may still apply where required by law.

Any dispute that cannot be resolved amicably will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. By using our services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions, and that they form the basis of the agreement between you and us for each Catford cleaning service booking.