Chelsea Cleaner Service Terms and Conditions

These Service Terms and Conditions set out the basis on which Chelsea Cleaner provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing work to begin, you agree to these terms. Please read them carefully before using our cleaning services. For the purposes of these terms, references to “we”, “us”, and “our” mean Chelsea Cleaner, and references to “you” and “your” mean the customer, client, or person making the booking.

These terms apply to all standard cleaning, deep cleaning, specialist cleaning, end-of-tenancy cleaning, and related cleaning services supplied by Chelsea Cleaning Services or any similar variation of the Chelsea Cleaner brand name. Any additional terms agreed in writing for a particular job will apply alongside these terms. If there is any inconsistency, the written agreement for the specific booking will take priority to the extent of that inconsistency.

We reserve the right to amend these terms from time to time. The version in force on the date you make your booking will normally apply to that booking, unless a change is required by law or is needed to reflect a safety, operational, or payment update. Continued use of our cleaning service after changes take effect will be treated as acceptance of the updated terms.

1. Booking Process

Bookings may be made through the channels we make available from time to time, including telephone, email, online forms, or other written communication. A booking is only considered confirmed when we have accepted it and, where relevant, received any required deposit, prepayment, or written agreement from you. We may decline or reschedule a booking at our discretion where circumstances make it necessary, including availability, access restrictions, safety concerns, or inaccurate job information.

When requesting a booking, you must provide accurate and complete details about the premises, the type of cleaning required, the expected condition of the property, any special instructions, and any hazards that may affect the service. This includes, where relevant, information about pets, fragile items, parking restrictions, security requirements, water supply issues, electrical limitations, and access arrangements. We rely on the information you provide when allocating time, staff, cleaning products, and equipment.

We may provide an estimated duration, arrival window, or service scope, but these are estimates only unless expressly stated otherwise. The final duration of a cleaning appointment may vary depending on the actual condition of the property and the work required. If the scope changes materially after booking, we may adjust the price, the appointment length, or the number of cleaners assigned. Any such change will be discussed where reasonably practicable before additional work proceeds.

2. Your Responsibilities Before and During the Service

Before the cleaning begins, you must ensure the property is reasonably ready for the service agreed. This includes providing safe access, any keys, codes, parking arrangements, and permission to enter if you are not present. You must also secure valuables, cash, documents, and personal items before the appointment. Chelsea Home Cleaning, Chelsea Domestic Cleaners, and other service variations are not responsible for items that were left accessible or not identified as requiring special care.

You must inform us in advance of any areas that should not be cleaned, any materials that require special handling, and any surfaces that may be delicate, damaged, or unsuitable for standard products. We may refuse to clean certain surfaces or items if, in our reasonable opinion, doing so could cause damage. Where possible, we will suggest an alternative method or exclude the item from the service.

If the property is heavily cluttered, contaminated, infested, unsafe, or otherwise unsuitable for the agreed cleaning work, we may pause, limit, or cancel the service. In such cases, you may still be charged for the time spent attending the property, assessing the job, or carrying out partial work. We may also require a revised quotation before continuing.

3. Payments, Fees, and Late Charges

Payment terms will be confirmed at the time of booking or on the invoice. We may require payment in full before the service, payment on completion, or a deposit in advance, depending on the nature of the job. All fees are payable in pounds sterling unless agreed otherwise. Prices may be stated as fixed rates, hourly rates, or based on a quoted scope of work. Unless specifically agreed in writing, all quoted amounts are exclusive of any applicable taxes.

You agree to pay all sums due promptly and in full without set-off, deduction, or withholding unless required by law. If payment is made by bank transfer, card payment, direct debit, or another approved method, you must ensure the payment clears in time for the scheduled service. Any bank charges, failed payment fees, chargeback costs, or collection expenses reasonably incurred by us as a result of non-payment may be passed on to you where permitted by law.

Where a booking is extended, upgraded, or changed on site, any extra charges will be added to the invoice. We may apply a minimum charge for short-notice cancellations, inaccessible properties, or appointments cancelled after our staff have already travelled to the site. If payment remains overdue, we may suspend future services, charge statutory interest and recovery costs where lawful, and take reasonable steps to recover the debt.

4. Cancellations, Rescheduling, and Access Failures

You may cancel or reschedule a cleaning appointment by giving us reasonable notice. The notice period required may vary depending on the service type, but if you cancel too close to the appointment time, a cancellation fee may apply. The fee reflects the loss of reserved time, staff allocation, and planning costs. For recurring Chelsea cleaners services or major jobs, we may require longer notice than for a single routine visit.

If you need to reschedule, we will try to accommodate a new date or time, subject to availability. However, we cannot guarantee that the original team, time slot, or quoted price will remain available. If we agree to move the appointment, the revised booking will be subject to these same terms. Repeated changes or frequent last-minute adjustments may result in the booking being treated as cancelled and rebooked.

Where our staff cannot gain access to the property at the agreed time because you are absent, keys are unavailable, codes do not work, access is denied, or the property is otherwise inaccessible, this may be treated as a late cancellation or failed appointment. In such circumstances, we may charge the full fee or a reasonable call-out charge. Any waiting time beyond a reasonable period may also be chargeable.

5. Service Standards, Liability, and Limitations

We will provide the service with reasonable care and skill, using appropriate methods and materials for the agreed work. However, cleaning outcomes can vary depending on surface condition, age, wear, prior maintenance, and pre-existing damage. Some stains, marks, odours, limescale, mould, paint, rust, and similar conditions may not be fully removable. We do not guarantee that every mark will disappear or that a surface will be restored to a new condition.

We will not be liable for loss or damage arising from your failure to disclose relevant information, from fragile or defective items, from hidden faults, from unsuitable materials, or from the natural limitations of cleaning products and equipment. Our liability is also limited where damage arises from pre-existing conditions, poor installation, deterioration, or wear and tear. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.

If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable time after the service, providing photographs and a clear description of the issue. You must allow us a reasonable opportunity to inspect the matter before repair, disposal, or replacement. We may, at our option, repair, clean again, replace, or compensate for proven direct loss up to the amount paid for the relevant service, subject to applicable law.

6. Waste Handling, Refuse, and Environmental Compliance

Where the cleaning service generates waste, refuse, or removed material, we will handle it in a manner consistent with applicable UK waste regulations and environmental standards. Unless specifically agreed otherwise, normal domestic waste produced during cleaning will be gathered and placed in the appropriate bins or waste containers provided by you, subject to local collection arrangements and the nature of the waste.

We do not remove controlled waste, hazardous waste, clinical waste, asbestos, sharps, chemicals requiring specialist disposal, or items that lawfully require licensed handling unless this has been expressly agreed in advance and the necessary arrangements are in place. If we encounter waste that we reasonably believe cannot be safely or legally handled as part of the booked service, we may stop work in that area and notify you of the issue. Additional charges may apply if specialist disposal or extra protective measures are required.

You remain responsible for ensuring that any waste requiring special treatment is identified and managed in accordance with the law. This includes any duty to separate recyclable materials, arrange collection where necessary, and comply with building, tenancy, or site rules. Our cleaning teams, including Chelsea Property Cleaning and related service offerings, are not a waste carrier unless expressly stated in writing, and we do not undertake to remove unlawful or prohibited waste.

7. Customer Property, Keys, and Access Equipment

If you provide keys, security fobs, alarm codes, or other access devices, you are responsible for ensuring they are correct and functional. We will take reasonable care with any access items entrusted to us, but we are not responsible for delays or missed appointments caused by faulty access arrangements. Any keys held by us will be stored securely and returned or collected in accordance with the agreed process.

You agree not to ask our staff to move or handle items that are unsafe, excessively heavy, or likely to cause injury without appropriate assistance or equipment. We may refuse to move furniture, lift appliances, or handle electrical, gas, or plumbing fixtures unless specifically agreed and safe to do so. If we agree to reposition items, this will be done at your risk unless the damage results from our negligence.

We are not responsible for hidden contents inside furniture, bins, drawers, or storage areas unless you specifically request that these are cleaned and have confirmed that they may be opened. If you fail to remove sensitive documents, valuables, or breakable items before the service, any resulting loss that was reasonably avoidable may not be recoverable from us.

8. Complaints and Remedies

We aim to deliver a professional and reliable Chelsea cleaning service, and if something is not as expected, you should let us know promptly. Complaints should include enough detail for us to assess the issue, including the service date, the area concerned, and any relevant supporting information. Where appropriate, we may arrange a revisit or offer another reasonable remedy.

Any remedy will be assessed based on the facts of the case, the condition of the property, the original service scope, and whether the issue was caused by our staff or by factors outside our control. A revisit is not an admission of liability. It is offered solely as a practical way to resolve concerns in a fair and proportionate manner.

If a concern cannot be resolved informally, the matter will be handled in accordance with these terms and applicable law. Nothing in this section affects your statutory rights as a consumer where they apply. We may request reasonable evidence before accepting that a service failure has occurred.

9. Governing Law and Jurisdiction

These terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are based in Scotland or Northern Ireland and mandatory consumer protections apply, those protections will not be affected where they cannot lawfully be excluded.

The courts of England and Wales shall have exclusive jurisdiction over any dispute or claim arising from or relating to these terms, subject always to any mandatory rights you may have to bring proceedings in another competent jurisdiction under applicable law. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions shall continue in full force and effect.

By booking Chelsea Cleaner services, you confirm that you have read, understood, and agreed to these Service Terms and Conditions. If you do not agree with any part of them, you should not proceed with a booking or allow the service to commence.