Terms and Conditions for Sutton Cleaner Services

These Terms and Conditions set out the basis on which Sutton Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to attend a property, the customer agrees to be bound by these terms. Please read them carefully before using our cleaning services. These terms are intended to be clear, fair, and practical, and they apply to all standard and one-off cleaning arrangements unless a separate written agreement states otherwise.

For the purposes of this document, “we,” “us,” and “our” refer to Sutton Cleaner, and “you” or “the customer” refer to the person or business requesting services. The scope of work may include regular cleaning, deep cleaning, end-of-tenancy cleaning, after-builders cleaning, and other related cleaning tasks agreed in advance. Any service requested beyond the agreed scope may be treated as an additional chargeable service.

These terms are designed to support a professional relationship between the Sutton Cleaner team and customers who expect reliable service, transparent pricing, and reasonable standards of performance. They also explain important matters such as booking procedures, payment obligations, cancellation rules, liability limits, waste handling, and the law that applies to the agreement.

1. Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request. A booking may be made through the channels made available by Sutton Cleaner, but no service is guaranteed until we have issued confirmation. At the time of booking, you must provide accurate information about the property, the type of cleaning required, access arrangements, parking restrictions, pets, hazards, special surfaces, and any items requiring careful handling. If the information supplied is incomplete or inaccurate, we reserve the right to adjust the service, reschedule the appointment, or amend the price.

When preparing a quote or service estimate, we may rely on the information you provide. If the actual condition of the property differs significantly from the description given, or if the job takes longer than reasonably expected, we may revise the quotation or charge for additional labour, equipment, or materials. In some cases, a site assessment may be required before final confirmation. Customers are responsible for ensuring that the location is accessible at the agreed time and that someone authorised to approve the work is present if required.

We reserve the right to refuse or withdraw a booking if the request is unsuitable, unsafe, unlawful, or outside the range of services we are prepared to provide. This includes situations where the premises present health and safety concerns, where the required cleaning involves prohibited substances, or where the customer requests tasks that are unreasonable or likely to cause damage. Sutton Cleaner may also decline bookings where prior behaviour indicates a serious risk to staff, equipment, or property.

2. Service Standards and Customer Responsibilities

Sutton Cleaner will use reasonable skill and care in carrying out the agreed work. However, cleaning outcomes can depend on the age, condition, and material of the surfaces being cleaned, as well as the presence of pre-existing stains, damage, mould, limescale, odours, or heavy build-up. We do not guarantee the removal of all marks, stains, or contamination, particularly where results depend on specialist restoration rather than standard cleaning. Any service completion should be judged against the service description and the property condition at the time of attendance.

Customers must remove or secure valuables, fragile items, and personal possessions that could be damaged, misplaced, or interfere with the cleaning process. Where access to certain areas is restricted, or where items must be moved in order to clean effectively, you should inform us in advance. Unless otherwise agreed, we are not responsible for assembling or disassembling furniture, lifting unusually heavy objects, or moving items that may create a risk of injury or damage. If we agree to move objects, we will do so only where it is reasonably safe and practical.

The customer must also ensure that utilities required for the service, such as water and electricity, are available and functioning unless otherwise agreed. If our team is unable to work because of lack of access, absence of utilities, or unannounced restrictions, the booking may still be charged in full or in part. In addition, if a property is soiled beyond normal cleaning expectations, we may recommend a revised scope of work, additional time, or specialist treatment. Any such adjustments will be discussed where possible, but prompt operational decisions may be necessary on arrival.

3. Payments and Charges

Unless stated otherwise, all prices are quoted in pounds sterling and may include or exclude VAT depending on the applicable tax treatment. Payment terms will be confirmed at the time of booking or on the invoice. In most cases, payment is due either in advance, on the day of service, or within the timeframe stated on the invoice. We may require a deposit to secure certain appointments, particularly for larger jobs, repeat bookings, or services requiring special preparation.

If a payment fails, is reversed, or remains overdue, Sutton Cleaner may suspend future bookings, recover any bank charges or administration costs reasonably incurred, and pursue the outstanding balance through lawful means. We reserve the right to charge for time spent attending a property where access is not provided, where the customer cancels too late, or where work cannot proceed due to reasons outside our control. Additional charges may apply for extra rooms, heavier-than-expected soiling, specialist products, emergency call-outs, parking fees, congestion charges, or extended labour agreed during the visit.

Any estimate or fixed price is based on the agreed assumptions. If the scope changes, the property differs materially from the description provided, or the customer requests additional work, the final price may increase accordingly. We will aim to explain any material change before proceeding. Discounts, promotional prices, or special offers are discretionary and may be withdrawn, varied, or limited to certain services without notice, subject to any binding contract already formed.

4. Cancellations, Rescheduling, and Access Issues

We understand that circumstances change, and customers may need to cancel or reschedule. However, late cancellations can create unavoidable costs and lost appointment opportunities. Unless a different arrangement is agreed in writing, cancellation notice should be given as early as possible. Where a booking is cancelled within a short period before the scheduled time, a cancellation fee may apply, especially if staff, transport, or supplies have already been allocated to the job. If repeated cancellations occur, we may require advance payment for future visits.

If you wish to reschedule, we will try to offer an alternative slot, but availability cannot be guaranteed. Changes to date, time, or service specification may affect the price or the suitability of the appointment. If our team arrives and cannot gain access, if the property is unavailable, or if no authorised person is present where required, the visit may be treated as a cancellation or wasted attendance and charged accordingly. We will normally wait for a reasonable period, but the length of waiting time is at our discretion and will depend on the circumstances.

We may also cancel or postpone a service if severe weather, transport disruption, staff illness, equipment failure, unsafe conditions, or other events beyond our reasonable control make attendance impractical or unsafe. In such cases, we will aim to notify you as soon as reasonably possible and arrange a new appointment where appropriate. We will not be liable for indirect losses arising from a cancellation or postponement made for genuine operational or safety reasons.

5. Liability and Limitations

Sutton Cleaner accepts liability for direct loss or damage caused by our proven negligence, but only to the extent permitted by law. We will not be responsible for pre-existing damage, wear and tear, hidden defects, poor installation, fragile fixtures, or items that are unsuitable for standard cleaning methods. Surfaces, fabrics, appliances, and decorative finishes may react differently to cleaning products or techniques, particularly where they are old, porous, delicate, or previously damaged. For that reason, our team may refuse to clean an item or area if, in our reasonable opinion, the risk of damage is too high.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited under UK law. Where liability is legally permitted to be limited, our responsibility is restricted to the amount paid, or payable, for the relevant service, unless a higher limit is required by law or expressly agreed in writing. We are not liable for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss arising from the service.

If you believe damage has occurred, you must report it as soon as reasonably possible and in any event within a reasonable time after the service, providing clear details and supporting evidence where available. Failure to give prompt notice may affect our ability to investigate the matter properly. Where appropriate, we may inspect the site, request photographs, review the condition of the relevant item, and offer a repair, re-clean, or fair compensation at our discretion, subject always to applicable law and the circumstances of the case.

6. Waste Regulations and Disposal

As a professional cleaning service, Sutton Cleaner will handle waste materials in line with applicable UK waste regulations and environmental requirements. We will not remove, transport, or dispose of hazardous waste unless this is expressly agreed, lawful, and within our capability. Hazardous materials may include asbestos, clinical waste, bodily fluids beyond normal cleaning parameters, chemicals, solvents, needles, sharps, mould-contaminated materials requiring specialist treatment, or any other substances subject to controlled disposal rules.

Where the service produces ordinary waste, the customer is responsible for providing appropriate bins, containers, or disposal arrangements unless we have agreed otherwise. We may collect and bag non-hazardous cleaning waste if included in the service, but we are not a licensed waste carrier for specialist, regulated, or dangerous materials unless stated in writing. Any waste that cannot be legally or safely removed by us must be left in a secure and compliant condition for the customer to arrange disposal.

Customers must tell us in advance if a property contains waste that may pose a health, safety, or legal risk. If restricted or hazardous waste is discovered during the cleaning, we may stop work immediately, leave the area safe where possible, and advise that specialist contractors or authorised disposal services are required. We will not be liable for delays or incomplete service caused by lawful refusal to handle prohibited waste.

7. Property Damage, Loss, and Complaints

Although we take care when working in your property, minor movement of furniture, the use of cleaning fluids, or routine operational access may occasionally result in accidental impact or marks. We ask customers to identify any particularly delicate, valuable, or irreplaceable items before work starts. Where an item is especially fragile, you may need to remove it from the working area or confirm in writing that you accept the associated risk. Sutton Cleaner will not be responsible for damage caused by items that were already unstable, poorly secured, or not suitable for standard cleaning processes.

Any complaint should be raised promptly so that we can review the issue and, where appropriate, return to inspect or resolve it. Raising concerns quickly helps us assess whether the matter relates to service quality, unavoidable limitations, or separate property conditions. We may request access to the property, photographs, receipts, or other evidence before deciding the next steps. If a re-clean or remedial action is offered, that may be the preferred remedy before any other claim is considered, subject to legal rights that cannot be excluded.

Customers must also ensure that children, pets, and other occupants are kept safe during the cleaning process. Unless agreed otherwise, our staff are not responsible for supervising occupants, handling animals, or managing unrelated property risks. If any person on site behaves in a threatening, abusive, or unsafe manner, we may leave immediately and charge for the work completed and reasonable costs incurred. Our team’s safety and the lawful operation of the service will always take priority.

8. Governing Law and General Terms

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise. If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision will be treated as removed to the minimum extent necessary, and the remaining provisions will continue in full force.

We may update these terms from time to time to reflect changes in our services, operational requirements, or legal obligations. Any revised version will apply from the date it is published or otherwise communicated, and future bookings will be subject to the updated terms. The customer should review the current version before placing an order or confirming a booking. No waiver of any term shall be effective unless stated clearly in writing, and any failure by us to enforce a right on one occasion does not prevent us from doing so later.

These UK service terms represent the standard agreement for Sutton Cleaner and are intended to provide a balanced and professional framework for all cleaning arrangements. By proceeding with a booking, you confirm that you have read, understood, and accepted the conditions set out above. If any part of the service requires special treatment, written variation, or additional safeguards, those arrangements should be agreed before the appointment begins.