Shepherds Bush Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Shepherds Bush cleaners provide domestic and commercial cleaning services in the UK. By making a booking, you agree to these terms, which are designed to create a clear, fair and practical service arrangement. Please read them carefully before confirming any appointment. These terms apply to all standard cleaning, deep cleaning, end-of-tenancy work, and related add-on tasks unless we agree otherwise in writing.

For the purposes of this document, references to “we”, “us” and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer placing the booking. The words Shepherds Bush cleaning services, cleaning contractor and similar expressions may be used interchangeably to describe the service provider. These terms are intended to be legally relevant and should be read together with any service-specific confirmation we provide.

Nothing in these terms affects your statutory rights as a consumer under UK law. If any part of these terms is found to be unenforceable, the remainder will continue to apply so far as legally possible. We may update these terms from time to time, and the version in force at the time of booking will normally apply to your service unless a change is required by law.

1. Booking process

Bookings may be requested by phone, email, online form, text message, or through any other channel we make available. A booking is not confirmed until we have accepted it and issued a confirmation, which may include the service date, estimated duration, scope of work, address, and price or pricing basis. Any quotation provided before confirmation is usually based on the information you supply and may be revised if the property, condition, or requested tasks differ from what was described.

You must ensure that the information you provide is accurate and complete, including access details, parking restrictions, security requirements, and any special instructions. If the cleaning appointment depends on keys, codes, concierge access, or a third-party handover, you are responsible for ensuring that access is available at the agreed time. Where access is not provided, we may charge a call-out fee or the full appointment fee depending on the circumstances and any loss we incur.

2. Service scope and customer responsibilities

We will carry out the cleaning tasks agreed at booking or subsequently confirmed in writing. Any request for additional tasks, specialist products, heavy lifting, stain removal, or work outside the usual scope may be accepted at our discretion and may incur extra charges. Our team may refuse to perform tasks that are unsafe, illegal, or likely to cause damage, including work involving hazardous materials, bodily fluids, mould remediation beyond basic surface cleaning, or the handling of items that are broken or unstable.

You are responsible for securing valuables, cash, jewellery, confidential papers, and fragile items before the appointment begins. We recommend that you remove or protect delicate surfaces and belongings that could be affected by normal cleaning processes. We will use reasonable care, but the property should be prepared so that ordinary cleaning can be carried out without unnecessary risk. If you ask us to clean around fragile or high-value items, that request is at your own risk unless we have expressly agreed otherwise.

Our team may move lightweight household items only where necessary to complete the cleaning, but we are not obliged to shift heavy furniture, appliances, or fixed fittings. If you want a particular area or item to be avoided, you should tell us before the appointment starts. We reserve the right to suspend or adjust the service if the environment is unsafe, unsanitary, or materially different from the conditions described at booking.

3. Payments and charges

Unless otherwise agreed, payment is due in full on completion of the service or in advance where prepayment has been requested. We may require a deposit for certain bookings, including large jobs, recurring appointments, or work scheduled at short notice. Accepted payment methods may include bank transfer, debit card, credit card, or another method we specify at the time of booking. Cash payments may be accepted only where agreed in advance.

Our prices may be quoted as fixed fees, estimated fees, hourly rates, or a combination of these. Where the service runs longer than expected due to extra work, poor condition, additional rooms, delays caused by access problems, or unanticipated requirements, the final charge may increase accordingly. Any additional charges will be explained where practical. If an invoice remains unpaid, we may charge reasonable recovery costs and suspend any future services until the outstanding amount is settled.

Promotional prices, discounted packages, and introductory offers are available only for the period and scope stated. They may not be combined unless we say so. VAT, if applicable, will be shown in accordance with UK tax rules. For recurring Shepherds Bush cleaners appointments, any change in frequency, duration, or specification may affect the price. We reserve the right to correct obvious pricing errors before confirming the booking.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving us reasonable notice. The notice period required may vary depending on the type of service and timing of the appointment, but if no specific period has been agreed, at least 24 hours’ notice is normally expected. If you cancel too late, fail to provide access, or ask us to turn away after arrival, we may charge a cancellation fee or part of the full service price to cover lost time and costs.

If we need to cancel or change the appointment because of illness, severe weather, staff shortage, equipment failure, or another event beyond our control, we will make reasonable efforts to offer an alternative time. We will not be liable for indirect losses arising from a cancellation, but we will refund any prepaid amount for service not provided unless we rearrange the appointment and you agree to the new date.

Repeated late cancellations or missed appointments may lead us to refuse future bookings. If a cleaning session is interrupted because you are not present when required, because the property is inaccessible, or because instructions are incomplete, we may treat the booking as cancelled by you and charge accordingly. A request to shorten the service after arrival may still be charged at the originally agreed rate or on a pro-rated basis where appropriate.

5. Liability and limitations

We will use reasonable skill and care in providing our services. However, our liability is limited to direct loss caused by our proven negligence, breach of contract, or failure to exercise reasonable care and skill. We are not responsible for pre-existing damage, wear and tear, hidden defects, poor-quality fittings, or damage arising because items were already fragile, unstable, or improperly installed. Natural fading, discolouration, or deterioration of surfaces over time is not usually considered damage caused by cleaning.

Where we are responsible for loss or damage, our liability will normally be limited to the lesser of the reasonable cost of repair, replacement, or the amount paid for the relevant service, unless the law requires otherwise. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Nothing in these terms attempts to remove rights that cannot be limited by contract.

Any complaint about damage or loss should be reported to us as soon as reasonably possible and, in any event, within a reasonable time after the appointment. Where possible, you should provide photographs, a description of the issue, and evidence of the value or condition of the affected item. You must give us a fair opportunity to inspect and, if appropriate, remedy the issue before arranging independent repairs, unless urgent action is necessary to prevent further loss.

6. Waste handling and regulatory compliance

Our cleaning teams will handle ordinary waste generated during the service, such as packaging, dust, and routine household refuse, in a lawful and hygienic manner. Unless expressly agreed, we do not remove large volumes of rubbish, bulky items, hazardous waste, electrical goods, sharp objects, medical waste, or materials that require specialist disposal. If disposal is requested, it must comply with applicable UK waste regulations and any local collection or licensing requirements.

You are responsible for ensuring that items left for disposal are safe to handle and properly identified. We may refuse to move, transport, or dispose of waste that appears contaminated, illegal, dangerous, or unsuitable for collection. If we agree to remove waste, you confirm that you have the right to dispose of those items and that they do not contain prohibited materials. Any disposal costs, charges, or third-party fees may be added to your invoice where applicable.

We aim to carry out all waste-related activities responsibly and in line with environmental obligations. This may include separating recyclable materials where practical and using authorised disposal routes. However, we are not a public waste collection service, and our cleaners are not obliged to handle waste beyond what is reasonably incidental to the cleaning appointment. If specialist clearance is needed, it must be arranged separately or agreed as an additional service.

7. Access, safety, and conduct

You must provide a safe working environment for our staff. This includes adequate lighting, reasonable ventilation, and a property free from obvious hazards where possible. If our team encounters aggressive behaviour, unsafe conditions, infestation, exposed wiring, structural defects, or other risks, we may leave the premises immediately and charge for the time spent. We may also refuse to continue if personal protective equipment or specialist measures are required that were not agreed in advance.

Smoking, abusive behaviour, harassment, or unlawful conduct directed at our staff will not be tolerated. We may terminate the service without refund if such conduct occurs. Children and pets should be supervised so that they do not interfere with the work or create a safety issue. Any injury, accident, or near miss that occurs on the premises should be reported to us promptly so it can be reviewed appropriately.

We may take reasonable steps to ensure our own compliance, including asking for clarification, pausing work, or leaving a task incomplete if instructions are unclear. Where work has to be postponed because the environment is unsuitable, any resulting delay or extra visit may be charged at our discretion. Your cooperation helps the service proceed efficiently and safely.

8. Termination, changes, and general provisions

Either party may end an ongoing arrangement by giving reasonable notice, subject to any minimum commitment already agreed. We may amend these terms at any time for legal, operational, or commercial reasons. Updated terms will apply to future bookings and recurring services from the date we notify you or publish the change, whichever is earlier. No one other than the parties to the contract has any right to enforce it unless the law says otherwise.

If we do not insist immediately on strict performance of any part of these terms, that does not mean we have waived our right to do so later. Any variation must be agreed in writing unless we expressly allow another form of confirmation. These terms are intended to be interpreted sensibly and in a way that reflects the commercial relationship between the parties. Headings are for convenience only and do not affect interpretation.

If one clause is unlawful, invalid, or unenforceable, that clause will be severed to the extent necessary and the remainder will continue in force. No amendment made verbally by an individual cleaner is binding unless confirmed by an authorised representative of the business. These terms form the entire agreement between you and us concerning the relevant service, except where separate written conditions apply.

9. Governing law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction, meaning that legal proceedings may be brought there if necessary. If you are based elsewhere in the UK, this does not remove any mandatory consumer protections that may apply under the law.

By booking with Shepherds Bush cleaners, you confirm that you have read, understood, and accepted these terms. We recommend that you keep a copy for your records. If you are unsure about any part of the wording, you should seek independent advice before proceeding with a booking. These terms are intended to be clear, practical, and fair, while protecting both the customer and the service provider in a standard UK cleaning arrangement.