Terms and Conditions for Dulwich Cleaner

These Terms and Conditions set out the basis on which Dulwich Cleaner provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing access to the property, the customer agrees to these terms in full. These conditions are designed to create a fair, transparent, and practical arrangement for both parties and should be read carefully before any service is arranged. For the avoidance of doubt, references to “we”, “us”, and “our” mean Dulwich Cleaner, and references to “you” or “the customer” mean the person requesting or receiving the service.

Our services may include one-off cleaning, recurring cleaning, end-of-tenancy cleaning, deep cleaning, and other related cleaning tasks agreed in advance. The exact scope of any service will depend on the written or verbal booking confirmation, the property condition, time available, and any specific instructions provided before the appointment. Where expectations are unclear, the service will be delivered in a reasonable and professional manner.

These terms apply alongside any specific service description, quotation, or special arrangement agreed at the time of booking. If there is any conflict between the general terms and a written agreement prepared for a particular job, the written agreement will take priority to the extent of the inconsistency. Nothing in these terms affects your statutory rights as a consumer under UK law.

Booking Process

Bookings may be requested by phone, email, online form, or any other method made available from time to time. A booking request is not confirmed until we have accepted it and, where required, received any deposit or advance payment. We reserve the right to decline a booking at our discretion, including where the property type, requested tasks, access arrangements, safety conditions, or availability make the service impractical.

When you make a booking, you must provide accurate and complete information about the property, the nature of the job, access requirements, parking limitations, and any known hazards. You must also tell us if there are fragile items, specialist materials, biohazards, severe contamination, infestation, or any other conditions that could affect the cleaning service. If incorrect or incomplete information is given, we may revise the price, adjust the service, or cancel the appointment where necessary.

The booking confirmation may specify the date, time, estimated duration, pricing basis, and any limitations on the work to be completed. Arrival times are provided as estimates only unless we expressly agree a fixed time. Delays can occur due to traffic, previous job overruns, weather, or unforeseen operational issues. We will make reasonable efforts to notify you if we expect to arrive later than planned.

Payments and Charges

Unless otherwise agreed in writing, payment is due on completion of the service or in advance where a deposit or prepayment has been requested. We may ask for full or partial payment before the appointment for larger jobs, recurring arrangements, or services requiring specialist preparation. Acceptable payment methods will be explained at the time of booking or invoicing. All prices are stated in pounds sterling unless we say otherwise.

Quoted prices are based on the information available at the time of quotation. If the actual conditions differ from those described, if additional work is requested on site, or if the property is larger or more heavily soiled than advised, the price may be adjusted accordingly. Any material change to the agreed price will be explained before extra work is carried out where reasonably possible. If the customer declines the revised scope, we may complete only the originally agreed tasks or withdraw from the appointment.

Invoices must be paid by the due date stated on the invoice or booking confirmation. Late payments may result in suspension of future services, refusal to continue with ongoing work, and recovery action where necessary. You are responsible for any reasonable costs we incur in recovering overdue sums, including administrative charges and lawful debt recovery expenses. We may charge interest on overdue amounts to the extent permitted by applicable UK legislation.

Cancellations, Rescheduling, and Access

To cancel or reschedule an appointment, you should notify us as soon as possible. Cancellations made with reasonable notice may not incur a charge, but where late cancellation prevents us from filling the appointment slot, a fee may apply. If we have already incurred costs, arranged materials, allocated staff, or reserved specialist equipment for your booking, these costs may be charged to you where lawful and reasonable.

If we arrive at the property and are unable to gain access, or if the service cannot proceed because the property is not ready, unsafe, or materially different from what was described, the full or partial appointment fee may still be payable. This includes situations where no one is present to provide access, keys are unavailable, entry codes do not work, utilities are inaccessible, or the condition of the property prevents the work from being carried out safely.

We may also need to cancel or reschedule due to illness, extreme weather, transport disruption, equipment failure, or other events beyond our reasonable control. In such cases, we will try to offer an alternative appointment as soon as practical. If we must cancel and no suitable alternative can be agreed, any prepayment for the affected service will be refunded for the unprovided portion of the work.

Service Standards and Customer Responsibilities

We will provide services with reasonable care and skill, using appropriate cleaning methods and products for the agreed task. However, the outcome of a cleaning job depends on many factors, including the age and condition of surfaces, prior maintenance, staining, wear, and the suitability of materials. Some marks, damage, ingrained soil, or discolouration may not be removable without specialist treatment or risk of damage. No guarantee is given that every stain or defect can be eliminated.

You must ensure that the property is reasonably safe for cleaning work and that our team can work without unnecessary obstruction. Valuables, confidential documents, cash, jewellery, and other fragile or important items should be stored securely before the appointment. You are responsible for removing any items you do not want cleaned or moved, unless we have expressly agreed to do so. We do not accept responsibility for loss or damage arising from items that were left unsecured where that loss was not caused by our negligence.

If you request the use of specific products, including eco-friendly or specialist formulations, we may comply where practical, but we are not obliged to use products that we consider unsuitable, unsafe, or ineffective for the task. We may refuse to use materials or equipment supplied by the customer if we believe they could damage property, affect health and safety, or create a compliance issue.

Liability and Insurance

We accept liability for direct loss or damage caused by our negligence, subject to the limitations in these terms and the extent 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. In all other cases, our responsibility is limited to the reasonably foreseeable direct loss arising from the specific service provided.

We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, except where such exclusion is prohibited by law. We are also not liable for damage caused by wear and tear, defective materials, pre-existing faults, hidden defects, or items that were already weakened, improperly installed, or unsuitable for cleaning. The customer must notify us promptly of any alleged damage so that we can inspect the issue and, where appropriate, assess the matter fairly.

Any claim for loss or damage should be raised within a reasonable time after the service, and in any event as soon as the issue is discovered. If we are responsible for damage, our remedy may include repair, replacement, partial refund, or another appropriate solution at our discretion, provided that the remedy is reasonable in the circumstances. The total amount payable by us for any claim will not exceed the total fee paid for the relevant service, except where a higher cap is required by law.

Waste, Hygiene, and Environmental Regulations

All waste generated during a cleaning job must be handled lawfully and in accordance with applicable UK waste regulations. Unless otherwise agreed, the customer remains responsible for the lawful disposal of household, commercial, or hazardous waste arising from the property. We may remove ordinary waste from bins or designated receptacles if this is part of the agreed service, but we do not act as a licensed waste carrier unless expressly stated in writing.

We will not remove items that may be classed as controlled, hazardous, offensive, medical, or specialist waste unless the service has been specifically arranged and any required permissions or compliance arrangements are in place. This may include needles, sharps, clinical waste, solvents, chemicals, asbestos-containing materials, contaminated materials, or other regulated substances. If such items are discovered during the service, we may stop work in the affected area and ask the customer to arrange proper disposal.

Customers must inform us in advance if the property contains waste, contamination, mould growth, pest activity, bodily fluids, or other hygiene concerns that may require additional precautions. We may require special measures, protective equipment, or an amended quote where health, safety, or environmental obligations apply. We reserve the right to refuse or suspend work if continuing would expose our staff to undue risk or breach applicable regulations.

Complaints, Changes, and Termination

If you are unhappy with any aspect of the service, you should tell us promptly so that we can investigate and, where appropriate, take corrective action. We may ask for photos, a description of the issue, or access to the property to assess the complaint. Raising a complaint does not automatically entitle the customer to refuse payment for work properly completed, but it will be reviewed in good faith and in line with the facts.

We may amend these Terms and Conditions from time to time to reflect operational changes, legal updates, or improvements in our service processes. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. If you continue to use our services after updated terms have been introduced, you will be deemed to have accepted the revised version for future bookings.

We may terminate or suspend a booking, account, or ongoing service arrangement if you breach these terms, fail to pay sums due, provide unsafe access, request unlawful activity, or behave abusively toward staff. Any termination will not affect rights and obligations that arose before termination, including payment obligations for work already completed or costs already incurred.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer protection rules provide otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.

Dulwich Cleaner aims to provide a reliable and professional cleaning service with clear expectations for both sides. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms, including the rules on booking, payment, cancellation, liability, waste handling, and governing law. This agreement helps ensure that every Dulwich cleaning service is delivered fairly, safely, and with appropriate regard to UK legal standards.