Waterloo Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Waterloo Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our operatives to begin work, the customer agrees to these terms in full. Please read them carefully before purchasing any Waterloo cleaning service, as they explain how bookings are made, how payments are handled, when cancellations apply, and what responsibilities sit with the customer and the service provider.

These terms are designed to be clear, fair, and practical. They apply to one-off appointments, scheduled recurring cleans, end-of-tenancy cleans, deep cleans, specialist cleaning tasks, and any other cleaning service arranged under the Waterloo Cleaner name. References to “we”, “us”, and “our” mean the service provider operating the cleaning service, while references to “you” and “your” mean the customer, hirer, tenant, landlord, business client, or other person making the booking.

If any part of these terms is found to be unlawful, unenforceable, or invalid under applicable law, the remaining provisions will continue to apply. Nothing in these terms is intended to limit any rights that cannot lawfully be excluded under UK consumer law. These conditions should be read alongside any written booking confirmation, quotation, service description, or schedule agreed between the parties.

1. Booking Process

All bookings for a cleaning service in Waterloo are subject to availability and acceptance by us. A booking may be requested by phone, online form, email, or any other channel we make available from time to time. Your request must include accurate information about the property, the type of clean required, access arrangements, desired date and time, the number of rooms or areas to be cleaned, and any relevant conditions that may affect the service.

Once we receive a request, we may provide an estimate, provisional quote, or fixed price depending on the information supplied. Any quotation is based on the details you provide at the time of enquiry. If the actual condition of the property, level of dirt, size, access, or scope of work differs materially from the information given, we reserve the right to amend the price, adjust the cleaning plan, or decline the booking. A quotation does not constitute acceptance until it has been confirmed by us.

Bookings become confirmed only when we issue confirmation and, where required, receive any deposit or full prepayment requested. We may refuse or cancel a booking before work begins if we believe the service cannot be delivered safely, lawfully, or within the agreed timeframe. In such cases, we will aim to notify you as soon as reasonably practicable.

2. Service Scope and Customer Responsibilities

The scope of a Waterloo Cleaner appointment will be limited to the services expressly agreed in the booking. Any additional tasks requested on the day may be accepted or declined depending on time, staffing, equipment, and suitability. Our cleaners will carry out work with reasonable care and skill, but they are not obliged to perform tasks that are unsafe, illegal, excessively heavy, or outside the agreed scope.

You must ensure that the property is accessible at the scheduled time and that any necessary permissions are in place for us to enter and work there. You are responsible for securing valuables, confidential documents, fragile items, and items of sentimental or high monetary value unless you specifically instruct us otherwise in writing and we agree to take responsibility. We may move lightweight items to carry out cleaning, but we are not required to shift furniture, appliances, or heavy objects unless this has been expressly agreed.

You must also notify us in advance of any special conditions that could affect the cleaning, including but not limited to water supply issues, power outages, known hazards, infestations, biohazards, severe staining, hazardous surfaces, or vulnerable materials. Failure to disclose relevant information may result in additional charges, service limitation, or cancellation at our discretion.

3. Payments and Charges

Prices for Waterloo cleaning services are usually set out in the quotation, booking confirmation, or agreed price list. All prices may be subject to VAT where applicable. Unless otherwise stated, charges are calculated based on the scope of work, estimated duration, frequency of service, property size, and any special requirements communicated at the time of booking.

Payment terms will be confirmed at the time of booking. We may require full payment in advance, a deposit, or payment upon completion depending on the type of service. For recurring services and business accounts, separate invoicing arrangements may apply. If payment is not received by the agreed due date, we may suspend further services, cancel future appointments, charge reasonable recovery costs, and apply interest where permitted by law.

If the actual work required exceeds the original estimate because of inaccurate information, substantial additional soiling, restricted access, extended delays, or extra tasks requested during the visit, we may revise the fee accordingly. Any change in price will be communicated as soon as reasonably possible. Additional charges may also apply for parking costs, congestion charges, specialist materials, or disposal fees where these are necessary and not already included in the quote.

Payments must be made using the methods we approve from time to time. You are responsible for ensuring that all payment details are correct and that sufficient funds are available. If a payment is reversed, declined, or disputed without a valid reason, we may treat this as a breach of contract and recover any related bank or administrative costs.

4. Cancellations, Rescheduling, and Non-Attendance

You may cancel or reschedule a Waterloo Cleaner booking by giving notice within the time period stated in your confirmation. If no specific notice period is stated, a reasonable notice period applies based on the type of service and the resources reserved for your appointment. Short-notice cancellations may result in a cancellation fee to cover staff allocation, travel, and lost scheduling opportunity.

If you fail to provide access, are not present when required, or the property cannot be serviced due to circumstances within your control, we may treat the appointment as a late cancellation or non-attendance and charge the relevant fee. The same applies where the premises are unsuitable for cleaning at the booked time because required utilities, permissions, or safety conditions have not been made available.

We may reschedule or cancel a booking if we are unable to perform the service because of illness, severe weather, transport disruption, safety concerns, equipment failure, or another event outside our reasonable control. In such cases, we will seek to offer an alternative date or a refund of any prepaid amount for the unperformed portion of the service. We will not be liable for indirect losses arising from a necessary rescheduling.

5. Liability and Limitations

We will use reasonable care and skill in carrying out all agreed cleaning work. However, the nature of cleaning means that some surfaces, finishes, fabrics, or materials may already be worn, damaged, or unsuitable for certain products or methods. We are not liable for pre-existing defects, hidden damage, manufacturing faults, or deterioration that occurs despite reasonable care.

Where any loss or damage is caused by our negligence, our liability will be limited to the reasonable cost of repair, replacement, or re-performance of the affected service, subject to the limits allowed by law. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot lawfully be excluded. Nothing in these terms affects your statutory rights as a consumer.

We will not be responsible for damage resulting from items that were unsecured, unstable, already defective, incorrectly installed, or not suited to standard cleaning methods. This includes delicate materials, loose fittings, overloaded fixtures, unlabelled containers, and electronics that are not protected from moisture or cleaning agents. You should tell us in advance about any special care instructions, and we will use those instructions where they are reasonable and practical.

To the extent permitted by law, we are not liable for indirect or consequential losses, including loss of profit, loss of opportunity, business interruption, or reputational harm. For domestic customers, our responsibility is limited to foreseeable losses directly caused by our breach of contract or negligence. For business clients, any liability that is not excluded will, where lawful, be capped at the total amount paid for the specific service giving rise to the claim.

6. Waste Regulations and Disposal

Any waste removal or disposal arranged by Waterloo Cleaner will comply with applicable UK waste regulations. We will only remove waste that has been agreed in advance and that we are legally permitted to handle. You must not ask us to remove hazardous materials, clinical waste, asbestos, chemicals requiring specialist handling, sharps, or any other regulated substance unless we have expressly agreed in writing and are lawfully able to do so.

If waste is generated during a clean, such as packaging, disposable cloths, or minor debris, we may place it in the bins or disposal points provided on site where this is reasonable and permitted. Where a service includes waste removal, you are responsible for ensuring that the materials are accurately described and safely presented for collection. We reserve the right to refuse any item that may pose a risk to health, safety, or environmental compliance.

Where we transport waste as part of an agreed service, you acknowledge that disposal must follow applicable duty-of-care requirements. This may include sorting, carrying, transferring, and disposing of waste through licensed or authorised channels. You agree to cooperate with any reasonable request needed to comply with legal obligations relating to waste handling, traceability, and safe disposal.

7. Access, Keys, and Property Conditions

You are responsible for arranging timely access to the premises. If keys, codes, fobs, or security instructions are provided to us, they must be accurate and lawful for the property in question. We will take reasonable care of keys and access devices entrusted to us, but you remain responsible for ensuring that the property’s security arrangements are appropriate and properly maintained.

Where we are asked to hold keys or access items for repeat visits, we may do so only under agreed conditions. We may decline to store keys where doing so would create an unreasonable risk. If access cannot be gained, or if the property is locked, unsafe, or otherwise unavailable when our team arrives, charges may still apply in accordance with the cancellation and non-attendance provisions.

The premises should be in a condition that allows cleaning to take place safely. If there is excessive clutter, uncontained pet waste, exposed hazards, broken glass, severe contamination, or any condition that presents a risk to our staff, we may reduce the scope of work, pause the visit, or cancel the appointment. In those circumstances, any additional attendance or remedial call-out may be charged.

All personal data collected in connection with bookings will be processed in accordance with applicable data protection law and our privacy practices, where relevant. We only use customer information for service delivery, scheduling, billing, administration, and lawful record-keeping. Any sensitive access information supplied for the purpose of the job will be handled with appropriate care.

8. Complaints and Service Issues

If you believe a Waterloo cleaning service has not been delivered as agreed, you should notify us within a reasonable time after completion of the work. We may ask for relevant details, photographs, or an opportunity to inspect the issue so that we can assess the matter fairly. Where appropriate, we may offer a re-clean, partial refund, price adjustment, or other remedy at our discretion and in line with legal obligations.

We are not obliged to provide a remedy where the issue arises from factors outside our control, incomplete information, unsuitable materials, or failure by the customer to follow reasonable instructions. Any remedy offered will not constitute an admission of liability beyond what is required by law. Our aim is to deal with concerns promptly and proportionately.

9. Force Majeure

We shall not be liable for any delay or failure to perform our obligations where such delay or failure is caused by an event beyond our reasonable control. This may include extreme weather, industrial action, fire, flood, transport disruption, public health emergencies, government restrictions, power failure, or supply chain interruption. In such cases, obligations affected by the event will be suspended for the duration of the impact.

If a force majeure event makes it impossible or impractical to deliver the service, we may cancel the booking or rearrange it to a later date. Any prepaid amount relating to an undelivered service will be handled fairly and in accordance with the circumstances, applicable law, and any specific booking agreement.

10. Governing Law and Jurisdiction

These terms, and any dispute or claim arising from or in connection with a Waterloo Cleaner booking, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another part of the UK.

Nothing in these terms affects mandatory legal rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations where applicable, or other relevant UK legislation. If you are a consumer, you may have rights to cancel certain contracts, receive services carried out with reasonable care and skill, and seek a remedy where those standards are not met. Business customers may also have rights under applicable commercial law, but any additional terms must be agreed in writing.

By using our Waterloo Cleaner service, you confirm that you have read, understood, and agreed to these Terms and Conditions. We recommend that you keep a copy for your records, together with your quotation and booking confirmation, so that the agreed scope and conditions remain clear throughout the service period.