Westminster Cleaner Service Terms and Conditions

These service terms and conditions set out the basis on which Westminster Cleaner provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing a cleaner to begin work, the customer agrees to these terms. The purpose of this page is to explain the booking process, payment arrangements, cancellation rules, liability limits, waste handling requirements, and the law that governs our services. These terms are intended to be clear, fair, and practical for all customers using our Westminster cleaning service.

For the avoidance of doubt, references to “we”, “us”, and “our” mean Westminster Cleaner, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. If any part of these terms is not understood, the customer should review them carefully before placing a booking. Acceptance of the service confirms acceptance of the most current version of these terms at the time of booking.

These conditions apply to standard cleaning, deep cleaning, end of tenancy cleaning, carpet and upholstery cleaning, and any related ancillary services agreed in writing or in a confirmed quotation. Any special requests, access arrangements, or time-sensitive requirements must be provided before the service begins. Where a customer requests a Westminster Cleaner service outside the standard scope, the final price, duration, and responsibility for materials may be adjusted accordingly.

1. Booking Process

Bookings may be made through approved booking channels, by phone, email, or any other method we make available from time to time. A booking is not confirmed until we have accepted the request and provided written confirmation, an agreed appointment window, or a quotation expressly marked as accepted. Until confirmation is issued, no service obligation arises. We may refuse, decline, or reschedule a booking where we are unable to meet the requested time, where the property is unsuitable, or where the service requested falls outside our operational capacity.

When placing a booking, the customer must provide accurate and complete details, including the property type, address, access information, preferred service date, service scope, and any known hazards or limitations. The customer is responsible for ensuring that the information supplied is correct and kept up to date. If incorrect information causes delays, changes in labour, or a need for additional materials, we may revise the quotation or charge additional fees. A confirmed Westminster cleaning service may also depend on the availability of suitable equipment and staff.

The customer must ensure that the property is accessible at the agreed time. If access is delayed, restricted, or impossible because of locked premises, unavailable keys, missing access codes, unsafe conditions, or the absence of a responsible person where required, we may treat the booking as cancelled or charge waiting time. The customer should remove or secure valuables, confidential documents, fragile items, and personal effects before work starts. While our cleaners will take reasonable care, we are not responsible for items that were not reasonably protected or disclosed beforehand.

2. Service Scope and Performance

We will carry out the agreed cleaning tasks with reasonable care and skill, using appropriate methods for the surfaces and conditions encountered. The scope of work is limited to the services described in the booking confirmation, quotation, or service schedule. Tasks not specifically included may be refused or quoted separately. If a cleaner identifies severe contamination, mould, bodily fluids, pest activity, hazardous substances, or structurally unsafe conditions, the cleaner may suspend or end the service until the issue is addressed by the customer.

Any time estimate given before or during the booking is approximate unless expressly agreed as fixed. The duration of a cleaning appointment may vary depending on the condition and size of the property, level of soiling, and the number of areas requested. A Westminster cleaning service is provided on the basis of reasonable efforts and professional standards, not on a promise that every stain, mark, or defect will be completely removed, particularly where materials are delicate, aged, or already damaged.

We may use suitable subcontractors or additional personnel to deliver the service where necessary, provided that the quality of work remains consistent with the agreed terms. If an item, surface, or fitting requires specialist treatment or is unsuitable for normal cleaning methods, we may decline to clean it or recommend that it be treated by a qualified specialist. The customer remains responsible for any decision to request cleaning of vulnerable materials.

3. Payments and Charges

All prices are quoted in pounds sterling unless stated otherwise. The price may be fixed, estimated, hourly, or calculated by reference to the agreed scope of work. Unless expressly stated, quotes are based on the information supplied by the customer and may change if the actual service differs from what was described. Additional charges may apply for parking, congestion, waiting time, extra labour, specialist products, heavy soiling, urgent bookings, key collection, or return visits required due to access failure or incomplete preparation.

Payment terms will be confirmed at booking or in the quotation. We may require payment in advance, a deposit, payment on completion, or payment within a stated period after invoicing. Where payment is due on completion, the customer must ensure that a responsible person is available to approve the work and settle the invoice promptly. If payment is not made by the due date, we may suspend future bookings, charge statutory interest and recovery costs where permitted, and recover any outstanding balance through lawful means.

The customer must not make deductions or withhold payment unless required by law or agreed in writing. Any dispute about a charge must be raised as soon as reasonably possible, and in any event within a reasonable time after the service date. Raising a dispute does not remove the obligation to pay undisputed amounts. Promotional discounts, vouchers, or special rates may be withdrawn or amended where misuse, false information, or cancelled bookings occur in breach of these terms.

4. Cancellations, Rescheduling, and Missed Appointments

The customer may cancel or reschedule a booking by giving notice within the time period stated at the time of booking. If no notice period is stated, a reasonable notice period should be given. Cancellations made too close to the appointment time may incur a cancellation fee to cover administrative costs, reserved labour, travel, and lost availability. Where a deposit has been taken, it may be retained in part or in full in accordance with the cancellation terms communicated for the booking.

If we need to cancel or reschedule due to illness, staff shortage, equipment failure, unsafe conditions, severe weather, or other circumstances beyond our reasonable control, we will use reasonable efforts to offer an alternative appointment. We are not liable for indirect loss arising from a lawful rescheduling, provided we act reasonably and communicate changes promptly. A Westminster Cleaner booking may also be rescheduled where the property is unready, inaccessible, or materially different from the information supplied.

If our cleaner arrives and cannot commence work due to customer delay, lack of access, absence of the customer where required, or other customer-side issues, the appointment may be charged as a missed visit or treated as completed at our discretion where substantial time has been reserved. Repeated short-notice cancellations, unsafe premises, or failure to provide accurate information may result in refusal of future services. No guarantee is made that the same cleaner will be available for a rearranged appointment.

5. Liability, Damage, and Customer Responsibilities

We will exercise reasonable care and skill in delivering the service, but our liability is limited to losses that are direct, foreseeable, and caused by our proven negligence or breach of contract. 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 lawfully be limited or excluded under UK law. Where liability is permitted to be limited, it is limited to the amount paid for the specific service giving rise to the claim.

The customer is responsible for informing us in advance of any special risks, including fragile materials, hidden defects, loose fittings, pre-existing damage, water ingress, electrical issues, or surfaces requiring specialist treatment. We are not responsible for deterioration caused by age, poor maintenance, manufacturing defects, improper installation, or unsuitable cleaning instructions from third parties. If the customer requests cleaning contrary to our advice, it is done at the customer’s risk, and we may require confirmation in writing before proceeding.

If damage is alleged, the customer must notify us promptly and provide reasonable evidence, including photographs and a description of the item or area affected. We may inspect the site, seek further information, or arrange an investigation before accepting responsibility. The customer must take reasonable steps to reduce any loss, and we are not liable for any failure to mitigate damage. In no event are we responsible for loss of profit, loss of business, loss of goodwill, or consequential loss arising from the service.

6. Waste Regulations and Disposal

All waste handling connected with the service must comply with applicable UK environmental and waste laws. We will not remove, transport, or dispose of hazardous waste, clinical waste, asbestos, chemicals, needles, or any item that requires specialist licensing unless this is expressly agreed and lawfully permitted. Standard cleaning waste such as cloths, packaging, general debris, and non-hazardous refuse may be collected only where this is included in the service scope and where lawful disposal arrangements are available.

The customer remains responsible for classifying waste correctly and for disclosing any potentially hazardous items before the service begins. If we discover waste that may be dangerous, controlled, illegal, or unsuitable for normal disposal, we may stop work and request further instructions. Any additional disposal cost, protective equipment, or specialist handling required as a result of undisclosed waste may be charged to the customer. Our Westminster Cleaner terms do not authorise any unlawful dumping, burning, dilution, or unlicensed removal of waste.

Where waste is removed by us as part of an agreed service, it will be handled in a lawful and environmentally responsible manner. We may refuse to collect items that are too heavy, contaminated, sharp, odorous, or otherwise unsuitable for safe transport. The customer should not place prohibited items among ordinary waste. Any breach of waste rules by the customer may result in suspension of service, extra charges, or referral to the relevant authorities where required by law.

7. Complaints, Changes, and Force Majeure

If the customer is dissatisfied with any aspect of the service, they should notify us within a reasonable time so that we can investigate and, where appropriate, arrange corrective work. We may request access to the property, supporting photographs, and details of the issue. Where a complaint is justified, we may offer a re-clean, a partial refund, or another reasonable remedy at our discretion. Complaints do not automatically entitle the customer to withhold payment for work properly completed.

We may amend these terms from time to time. The version in force at the date of booking will normally apply to that booking unless a change is required by law or agreed otherwise in writing. If any term is found to be invalid or unenforceable, the remainder will continue in full force. Failure to enforce a right at any time does not waive that right for the future. A Westminster cleaning service booking is governed by the terms accepted at the relevant time.

If events beyond our reasonable control prevent performance, including extreme weather, transport disruption, public emergencies, industrial action, or utility failures, we may postpone or cancel the appointment without liability for resulting delay. We will take reasonable steps to minimise inconvenience and to offer an alternative date where possible. Such events are treated as force majeure and do not amount to a breach of contract. The customer agrees to cooperate reasonably in any necessary rearrangement.

8. Governing Law

These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the law of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where consumer law requires otherwise. If the customer is a business, the usual rules for commercial contracts apply. If the customer is a consumer, nothing in these terms affects statutory rights that cannot be excluded or limited.

By booking or using our services, the customer confirms that they have read, understood, and accepted these terms and conditions. These terms form the basis of the agreement between the customer and Westminster Cleaner and should be read together with any quotation, booking confirmation, or written variation provided for the relevant service. A Westminster Cleaner service agreement is only complete when the booking is confirmed and the applicable service conditions are accepted.