Bromley Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Bromley Cleaner provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing a cleaner to attend a property, the customer agrees to be bound by these terms. They are designed to create clarity around the service delivered, the responsibilities of both parties, and the practical rules that apply before, during, and after a cleaning visit.

The following terms apply to all standard and one-off cleaning services, recurring cleans, deep cleans, end-of-tenancy cleans, and any related add-on services supplied by Bromley Cleaners. If a separate written agreement or quotation includes different terms, those specific terms will apply where they conflict with these Terms and Conditions. Nothing in these terms affects your statutory rights as a consumer under UK law.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Bromley Cleaner, and references to “you” or “the customer” mean the person requesting or receiving the service. The word “property” includes the area, premises, rooms, fixtures, fittings, and surfaces to be cleaned. The phrase “cleaning service” includes labour, consumables supplied by us where agreed, and any work carried out in connection with the booked appointment.

All bookings are subject to availability, suitability of the property, and confirmation by us. A quotation, estimate, or price indication does not constitute a binding booking until the service date, scope, and any required access arrangements have been agreed. We may refuse or withdraw a booking request where the property is unsuitable, the requested service falls outside our normal scope, or we believe the work cannot be carried out safely, lawfully, or to a reasonable standard.

To make a booking, you must provide accurate information about the property, the size of the area to be cleaned, the type of cleaning required, any specific problem areas, and any relevant access requirements. It is your responsibility to ensure that all details provided to Bromley Cleaner are true, complete, and up to date. If the information supplied is inaccurate or incomplete, we may revise the quotation, amend the service plan, or cancel the booking.

The booking process may involve an initial enquiry, an assessment of the work required, a quotation, and a final confirmation. Any booking is only secured once we confirm acceptance and, where applicable, receive a deposit or advance payment. We reserve the right to adjust the time or date of a visit if unavoidable operational issues arise, including staff illness, severe weather, traffic disruption, or access limitations. Where this happens, we will use reasonable efforts to offer an alternative appointment.

Scope of Services

Our services are limited to the tasks agreed in advance or reasonably understood to form part of the booked clean. Unless otherwise agreed in writing, we do not provide specialist trades services, structural repairs, pest control, hazardous material removal, or work requiring certification. Bromley Cleaning services may be delivered using equipment and products supplied by us or by you, depending on the service type and prior agreement.

You must ensure that the property is ready for cleaning at the scheduled time. This includes removing personal belongings, securing valuables, providing safe access to water and electricity where required, and ensuring that pets are managed appropriately. We are not responsible for delays or incomplete work caused by clutter, restricted access, missing utilities, or hazards that were not disclosed beforehand.

We may decline to clean an area if it contains substances or conditions that are unsafe, unhygienic, or beyond ordinary domestic cleaning. This includes mould requiring specialist treatment, bodily fluids, sharp objects, needles, excessive faecal contamination, chemical residues, or infested areas. In such cases, Bromley Cleaner may, at our discretion, stop the job, amend the scope, or recommend that specialist remediation is required.

Prices are based on the information supplied at the time of quotation and may be revised if the scope, condition, or size of the property differs from what was originally described. Where a cleaning job takes significantly longer than anticipated due to undisclosed conditions, additional charges may apply. Any additional charges will be explained as soon as reasonably practicable and may be charged at an hourly or fixed rate depending on the nature of the extra work.

Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due immediately upon completion of the service or in advance for certain appointment types. We may require a deposit to secure a booking, particularly for larger cleans, recurring services, or work requiring special scheduling. Acceptable payment methods may include bank transfer, card payment, or another method notified by us from time to time.

Late or failed payments may result in a temporary suspension of future bookings, recovery action, or the addition of reasonable administrative charges where permitted by law. You are responsible for ensuring that payment can be made on the agreed date. If a payment is disputed, you should notify us promptly with full details so that the matter can be reviewed. Any undisputed balance remains payable while the dispute is investigated.

For recurring cleaning services, invoices may be issued weekly, fortnightly, monthly, or on another agreed basis. Where a direct debit or standing arrangement is used, you must ensure sufficient funds are available and that your payment details remain valid. If a regular payment fails, we may pause the service until the outstanding amount is cleared.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving notice within the timescale we confirm when the booking is made. In the absence of a specific written arrangement, a minimum of 24 hours’ notice is usually required for standard appointments. Cancellations made with insufficient notice may be charged in full or in part, particularly where the appointment slot could not reasonably be reallocated.

If we need to cancel or reschedule, we will try to provide reasonable notice and offer an alternative slot where available. We are not liable for losses caused by cancellation or delay where the reason is outside our control, including extreme weather, emergency incidents, transport disruption, illness, or failure of third-party systems. Bromley Cleaner may also cancel where access is denied, safety cannot be assured, or the property conditions materially differ from those agreed.

In the event of repeated cancellations, late changes, or missed appointments caused by the customer, we may require advance payment for future bookings or decline further services. If a cleaner arrives and cannot start or complete the work because the property is inaccessible, unsafe, or not ready, the visit may still be chargeable. We may also apply a minimum call-out fee where a scheduled appointment has been reserved exclusively for your booking.

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible after the appointment so that we can assess the issue. Any request for a re-clean, adjustment, or partial refund will be considered fairly and on its merits. Complaints must be made in good faith and with sufficient detail to allow us to investigate properly.

We may offer a re-clean at no additional charge where, in our reasonable opinion, the issue resulted from our failure to carry out an agreed task with reasonable care and skill. A re-clean is normally the preferred remedy before any refund is considered. The availability of a re-clean does not create an obligation to provide one in every case, particularly where the issue arises from pre-existing conditions, customer instructions, or circumstances outside our control.

Liability and Service Limitations

We will perform our services with reasonable care and skill, using trained personnel and appropriate methods. However, cleaning inherently involves contact with surfaces, materials, fixtures, and items that may already be damaged, fragile, worn, stained, or improperly installed. We are not responsible for pre-existing damage, concealed defects, or deterioration that occurs despite reasonable care being taken.

Our liability for loss or damage caused by our negligence is limited to the reasonable repair or replacement value of the affected item, or the amount paid for the relevant service, whichever is lower, except where such limitation is not permitted by law. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

It is your responsibility to secure or remove fragile, valuable, sentimental, or irreplaceable items before the service begins. This includes cash, jewellery, documents, artwork, antiques, and electronic devices. Bromley Cleaning will not accept responsibility for loss or damage to items that were left in vulnerable positions unless the loss arose directly from our negligence and was reasonably foreseeable.

Where you ask us to clean delicate materials such as natural stone, specialist flooring, untreated wood, silk, antique furnishings, or bespoke finishes, you accept that there may be an increased risk of wear, streaking, colour change, or surface alteration. We may refuse to use certain products or methods if, in our opinion, they may damage the material or create an unsafe outcome.

Any claim for damage or loss must be reported promptly and supported by reasonable evidence, including photographs where appropriate. We may need a reasonable opportunity to inspect the alleged issue before any liability is admitted. Failure to notify us within a reasonable time may affect our ability to investigate and may limit any available remedy.

To the fullest extent permitted by law, we are not liable for indirect, incidental, or consequential losses, including loss of profit, loss of business, loss of enjoyment, or inconvenience arising from a service issue. Nothing in these Terms and Conditions affects your legal rights in relation to services that are not provided with reasonable care and skill or do not match the description given.

Waste Regulations and Disposal

Our services may involve the removal of general household waste, rubbish generated by the cleaning process, or other items expressly agreed in advance. We will only remove and dispose of waste where this is lawful, safe, and within the scope of the booked service. We do not act as a licensed waste carrier for uncontrolled or specialist waste streams unless separately agreed and permitted.

You are responsible for declaring any waste that requires special handling, including electrical items, sharp objects, chemicals, batteries, paint, needles, clinical waste, or contaminated materials. Such items may not be accepted for removal unless appropriate arrangements are made in advance and the disposal method complies with applicable regulations. We reserve the right to refuse removal of any waste that we consider unsafe, unlawful, or unsuitable for ordinary cleaning services.

Where waste is removed as part of an agreed service, you confirm that you have the authority to authorise its disposal and that the items are not subject to any third-party ownership claims. If we transport waste on your behalf, you may be required to cooperate with any lawful documentation or disposal process reasonably requested by us. Any additional disposal charges, facility fees, or specialist handling costs will be payable by you unless otherwise agreed in writing.

We expect all waste handling to comply with applicable UK environmental and waste management laws. The customer must not ask us to dispose of hazardous substances in a manner that would breach legal requirements. If we believe a disposal instruction would create a regulatory risk, we may decline the task without liability. Where necessary, we may isolate the item, suspend work, or request alternative arrangements.

Access, Health and Safety

You must provide safe, lawful, and timely access to the property at the agreed time. If keys, entry codes, or security arrangements are required, you are responsible for ensuring they are provided accurately and securely. We are entitled to rely on the access information supplied by you and are not responsible for missed or delayed appointments caused by incorrect instructions.

You must inform us in advance of any health and safety issues that may affect the service, including asbestos, unstable flooring, electrical faults, slippery surfaces, aggressive animals, or known infestations. We may suspend work immediately if we consider the environment unsafe for our staff or equipment. In such cases, the service may still be chargeable if the issue was not disclosed or if work had already commenced.

Our staff may leave the property if they feel threatened, harassed, or exposed to a hostile environment. Abusive behaviour toward our personnel will not be tolerated. We may immediately terminate the service and refuse future bookings if there is violence, intimidation, discriminatory language, or a serious breach of safety standards.

Any materials, equipment, or cleaning products belonging to you that are used during the service are used at your risk, unless we have expressly agreed to take responsibility for them. If you request that we use your own products, you confirm that they are suitable, in date, and stored safely. We may decline to use any product that appears unsafe, ineffective, or inappropriate for the task.

We may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking, unless changes are required by law or urgently needed for safety reasons. Continued use of our services after an update takes effect will be treated as acceptance of the revised terms.

General Provisions

If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right or remedy immediately does not mean that the right has been waived. No third party has the right to enforce these terms unless expressly stated otherwise.

Governing Law

These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. This ensures that the contractual relationship between you and Bromley Cleaner is handled under a clear and consistent legal framework.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. If you are booking on behalf of another person, you confirm that you have authority to accept these terms on their behalf and that the person receiving the service will also comply with them. These terms are intended to support fair, professional, and lawful service delivery in a straightforward manner.