Waterloo Cleaner Terms and Conditions of Service

These Terms and Conditions set out the basis on which Waterloo Cleaner provides cleaning services to residential and commercial customers within its service areas in the United Kingdom. By booking or using any of our services, you agree to be bound by these Terms and Conditions. If you do not agree, you must not make a booking or use our services.

1. Definitions

In these Terms and Conditions, the following expressions have the following meanings:

Client means the person, firm or company who books or uses the services of Waterloo Cleaner.

Company means Waterloo Cleaner, which provides cleaning services to clients.

Premises means the property or properties at which the services are to be carried out.

Services means any cleaning or related services supplied by the Company to the Client.

Agreement means the contract between the Company and the Client for the provision of services in accordance with these Terms and Conditions.

2. Scope of Services

The Company provides domestic and commercial cleaning services, which may include general cleaning, deep cleaning, end of tenancy cleaning, after-build cleaning, office and workplace cleaning, and additional agreed services such as internal window cleaning or oven cleaning. The exact scope of services will be confirmed at the time of booking based on the description of the premises and the Client’s requirements.

The Company will use reasonable endeavours to provide the services with reasonable skill and care and in accordance with industry standards for cleaning services in the United Kingdom.

3. Booking Process

Bookings may be requested by the Client through the Company’s accepted communication channels. A booking is only confirmed when the Company has accepted the request and provided written or electronic confirmation of the appointment time, date, and indicative price or pricing structure.

The Client is responsible for providing accurate information about the premises, including size, layout, current condition, access arrangements, and any special requirements. If, on arrival, the premises or required work materially differs from the information provided, the Company reserves the right to amend the price, adjust the duration of the booking, or decline to carry out some or all of the services.

For certain services, including but not limited to end of tenancy, post-renovation, or large commercial cleans, the Company may require a site visit or detailed description before issuing a quote. Any quote provided is based on the information available at the time and may be subject to revision if that information is found to be incomplete or inaccurate.

4. Access to Premises

The Client must ensure that the Company and its cleaners have safe and reasonable access to the premises at the agreed time. This may involve providing keys, access codes, or arranging for someone to be present to grant entry.

Where keys are provided, the Client confirms that they have the authority to grant access and that the keys will open the relevant doors without difficulty. The Company will take reasonable care of any keys or access devices but accepts no liability for pre-existing defects in locks or security systems.

If the cleaners cannot gain access to the premises at the agreed time, or access is delayed by more than 20 minutes due to circumstances within the Client’s control, the Company may treat the appointment as cancelled by the Client and apply the relevant cancellation charges.

5. Client Obligations

The Client agrees to:

Provide a safe working environment for the cleaners, free from health and safety hazards, aggression, or abuse.

Ensure that utilities such as electricity and running water are available during the appointment, unless the Company agrees otherwise in advance.

Secure or remove any valuables or fragile items that may be at risk during cleaning.

Inform the Company in advance of any sensitive surfaces, materials or items that require special treatment or that must not be cleaned with standard products.

The Company may decline to provide services or may suspend the services where the cleaners reasonably consider that their health, safety, or wellbeing would be at risk.

6. Cleaning Standards and Limitations

The Company will use reasonable skill and care to deliver a thorough clean within the time and scope agreed. However, the Client acknowledges the following limitations:

The Company cannot guarantee the removal of all stains, heavy limescale, or ingrained dirt, particularly where damage or permanent discolouration has occurred.

Cleaning of ceilings, high areas, or exterior windows is limited to what can be safely reached using standard household steps or equipment, in compliance with health and safety regulations.

The Company will not disassemble, move or lift heavy furniture, appliances, or fixtures unless this has been agreed in advance and can be done safely.

Where the Client requests the use of their own cleaning materials or equipment, the Company cannot accept responsibility for the effectiveness of those products or any damage caused by their use.

7. Pricing and Payment Terms

Prices may be based on an hourly rate, a fixed fee, or a quoted rate for a particular service. The applicable pricing structure will be confirmed at the time of booking. All prices are stated in pounds sterling and may be subject to applicable taxes, where relevant.

The Company reserves the right to amend its rates from time to time. Any such changes will not affect existing confirmed bookings unless otherwise agreed with the Client.

Payment is due in accordance with the payment method and timing agreed at booking. This may include payment on completion of the service, payment in advance, or payment under a periodic invoicing arrangement for ongoing or commercial contracts.

The Company may require a deposit to secure certain bookings. Deposits are generally non-refundable unless the Company cancels the appointment or agrees otherwise in writing.

Where payment is not received by the due date, the Company reserves the right to suspend further services and to charge interest on overdue sums at the maximum rate permitted by applicable law, together with any reasonable costs of recovery.

8. Cancellations and Rescheduling

The Client may cancel or reschedule an appointment by giving the Company as much notice as reasonably possible.

Where the Client cancels or reschedules with less than 24 hours notice before the scheduled start time, the Company may charge a late cancellation fee of up to the full expected service cost.

If the cleaners attend the premises but are unable to gain access, or are turned away due to the Client’s act or omission, the Company may treat this as a cancellation by the Client and apply the relevant charges.

The Company may cancel or reschedule an appointment where necessary due to unforeseen circumstances, such as staff illness, severe weather, transport disruptions, or other events beyond its reasonable control. In such cases, the Company will endeavour to provide as much notice as possible and to agree an alternative appointment time. The Company will not be liable for any losses arising from such cancellation or rescheduling, beyond refunding any pre-paid amounts for services not performed.

9. Complaints and Service Issues

If the Client is dissatisfied with any aspect of the services, they must inform the Company as soon as reasonably practicable, and in any event within 24 hours of the service being provided, so that the Company has an opportunity to investigate and, where appropriate, rectify the issue.

Where a complaint is justified, the Company may at its discretion offer a re-clean of the affected area or another reasonable remedy. Liability will remain subject to the limitations set out in these Terms and Conditions.

10. Liability and Insurance

The Company maintains insurance cover appropriate to its business. Details of cover can be provided upon reasonable request.

The Company will use reasonable skill and care to avoid damage to the premises and belongings. However, the Client must notify the Company of any alleged loss or damage as soon as reasonably possible, and no later than 48 hours after the relevant service, so that the matter can be investigated.

The Company’s liability to the Client for loss or damage arising from the services, whether in contract, tort, or otherwise, shall be limited to the lesser of the cost of repairing the damage or the total amount paid by the Client for the specific service giving rise to the claim.

The Company will not be liable for:

Any pre-existing damage, wear and tear, or deterioration of property, furnishings, surfaces, or fabrics.

Damage caused by defects in materials, poor installation, or failure of equipment belonging to the Client.

Loss of profit, loss of business, loss of use, or any indirect or consequential loss.

Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded.

11. Waste Handling and Environmental Compliance

The Company will comply with applicable UK laws and regulations relating to waste, including the handling, segregation, and disposal of domestic and commercial waste generated during the provision of services.

Unless expressly agreed, the Company will not remove large volumes of waste, construction debris, hazardous substances, clinical waste, sharp objects, or any materials that require specialist disposal or licensing.

The Client is responsible for ensuring that any hazardous or prohibited materials are removed from the premises before the cleaning appointment or are clearly identified and excluded from the areas to be cleaned.

Where the Client requests removal of certain waste items and the Company agrees, any additional charges will be notified in advance. The Company reserves the right to refuse removal of any waste that it reasonably considers to present a health, safety, or regulatory risk.

12. Personal Data and Confidentiality

The Company will handle any personal information provided by the Client in accordance with applicable data protection laws in the United Kingdom. Personal data will be used solely for the purpose of managing bookings, delivering services, processing payments, and handling queries and complaints.

The Company will take reasonable steps to keep the Client’s information secure and will not sell or disclose personal data to third parties except where necessary to provide the services, comply with legal obligations, or with the Client’s consent.

The Client is responsible for ensuring that any personal or confidential documents are stored securely prior to the provision of services, and the Company accepts no responsibility for the loss of such documents left in open or unprotected areas.

13. Force Majeure

The Company shall not be in breach of this Agreement nor liable for any delay or failure in performance of its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control, including but not limited to severe weather, natural disasters, pandemic restrictions, transport disruption, strikes, or interruptions to essential services.

Where a force majeure event occurs, the Company will inform the Client as soon as reasonably practical and will use reasonable endeavours to resume performance as soon as possible or agree a revised service date.

14. Variation of Terms

The Company may update or vary these Terms and Conditions from time to time. Any updated version will apply to new bookings made after the date of publication of the updated terms. For ongoing or regular service arrangements, the Company will notify the Client of any significant changes and the continued use of the services after such notice will constitute acceptance of the revised terms.

15. Assignment

The Client may not assign or transfer any of their rights or obligations under this Agreement without the prior written consent of the Company.

The Company may assign or transfer its rights and obligations under this Agreement to another entity in connection with a business transfer, merger, or reorganisation, provided that such transfer does not reduce the level of service to the Client.

16. Governing Law and Jurisdiction

These Terms and Conditions and any Agreement between the Client and the Company shall be governed by and construed in accordance with the laws of England and Wales.

Any dispute or claim arising out of or in connection with these Terms and Conditions or the services provided shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Entire Agreement

These Terms and Conditions, together with any written confirmation or quotation issued by the Company, constitute the entire agreement between the parties in relation to the provision of services and supersede any prior understandings, arrangements, or representations, whether oral or written.

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.

By confirming a booking or allowing the services to proceed, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.