Acton Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Acton Cleaner provides domestic and commercial cleaning services, including regular cleaning, one-off cleans, deep cleaning, end-of-tenancy cleaning, and related specialist services. By making a booking, the customer agrees to these terms. Please read them carefully before confirming any service. In these terms, references to we, us, and our mean the service provider operating under the name Acton Cleaner, and references to you or the customer mean the person or organisation requesting the service.

These terms are intended to create a clear, fair, and practical framework for the provision of cleaning services in the UK. They apply to all service agreements unless we expressly agree otherwise in writing. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full. Nothing in these terms is intended to limit any rights that cannot lawfully be excluded under UK law.

We may update these terms from time to time to reflect operational, legal, or regulatory changes. The version that applies to your booking will be the version in force at the time you confirm the service, unless a later version is required by law or agreed between the parties. Your continued use of our cleaning services after any update will be treated as acceptance of the revised terms.

Booking Process

Bookings for Acton cleaner services may be made by the methods we make available from time to time. A booking is not confirmed until we have acknowledged it and, where applicable, received any required deposit or prepayment. We may ask for details such as the type of property, size of the premises, access arrangements, requested date and time, specific cleaning requirements, and any hazards or restrictions that may affect the service. Accurate information is essential because pricing and scheduling are based on the details you provide.

When you request a service, you are responsible for ensuring that the information supplied is complete and truthful. If the property condition, cleaning scope, or access arrangements differ materially from what was described at the time of booking, we may need to revise the quotation, adjust the service duration, or decline to proceed until a revised agreement is reached. We will use reasonable efforts to accommodate changes, but availability cannot be guaranteed.

We reserve the right to refuse or cancel any booking where we reasonably believe that the service would be unsafe, unlawful, impractical, or outside the scope of our usual operation. This may include, without limitation, situations involving severe contamination, infestation, hazardous materials, or unsafe premises. Where we refuse a booking before the service begins, any advance payment received for that booking will be handled in accordance with the cancellation and refund provisions below.

The customer must ensure that suitable access is provided at the agreed time. This includes providing keys, entry codes, parking instructions where necessary, and any relevant access permissions. If our team is unable to enter the property or complete the service because access has not been arranged, the booking may be treated as a late cancellation or failed appointment, and the relevant charges may apply. If pets are present, you must advise us in advance and take any necessary steps to ensure the safety of both the animals and our staff.

Payments and Charges

Prices for Acton Cleaner services may be provided as fixed quotes, estimated rates, hourly rates, or a combination of these, depending on the type of work requested. Unless otherwise stated, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A quotation is based on the information available at the time it is issued and may be revised if the actual work differs materially from the initial description.

Payment terms will be specified at the time of booking or on the invoice. In many cases, payment is due on completion of the service, although some bookings may require a deposit, advance payment, or staged payments. If a deposit is required, your booking may not be secured until the deposit has been received. Any balance remaining after the service must be paid by the due date stated on the invoice. Late payment may result in additional charges, recovery costs, or suspension of future services, subject to applicable law.

We may charge for additional time or labour where the service takes longer than expected because of factors outside our reasonable control, such as excessive soiling, blocked access, unnotified extra rooms, or the need to complete work beyond the originally agreed scope. Where possible, we will explain any likely increase before proceeding. If you dispute an invoice, you must notify us promptly and provide reasonable details of the issue so that we can investigate.

Cancellation terms are designed to protect both parties from avoidable loss. If you need to cancel or reschedule a booking, you should give us as much notice as possible. Unless a different arrangement has been agreed, cancellations made within a short notice period before the scheduled start time may incur a cancellation fee. If our team has already begun travel or preparation for the appointment, or if materials have been specially arranged for your booking, we may recover reasonable costs incurred.

Where a customer is not present to provide access, fails to provide the agreed entry details, or otherwise prevents the service from being delivered, the appointment may be recorded as a failed visit. In such cases, the full or partial service charge may still be payable, depending on the circumstances and the amount of time and expense already committed. We will act reasonably and proportionately when applying any charge.

If we need to cancel or reschedule because of illness, staff availability, vehicle issues, severe weather, or other operational reasons, we will notify you as soon as reasonably practicable and propose an alternative date where possible. Our liability for such changes is limited to the refund of any prepaid amount for the cancelled service, unless otherwise required by law.

Performance of Services

We will provide the cleaning service with reasonable skill and care and in accordance with the agreed scope. The result of any service will depend on the nature and condition of the property, the materials present, the age of stains or marks, and the standard of upkeep before the service begins. Some items or surfaces may have permanent discolouration, pre-existing damage, or manufacturer-specific care requirements that limit the effectiveness of cleaning.

Unless expressly agreed in writing, our services do not include repair work, plumbing, electrical work, structural treatment, mould remediation beyond surface cleaning, or the handling of biohazardous materials. We also do not guarantee the removal of all stains, odours, limescale, grease, mould, or other contamination where removal is impractical, may damage the surface, or requires specialist treatment outside the agreed scope.

You are responsible for securing valuables, confidential items, fragile possessions, and any items requiring special handling before the service begins. We may move light furniture or objects as part of the cleaning process, but we are not obliged to move heavy, fixed, or unsafe items unless this has been specifically agreed. Where we do move items, we will take reasonable care and return them to a practical position, although exact replacement may not always be possible.

Liability and Limitations

We will not be liable for losses or damage arising from inaccurate or incomplete information provided by you, from pre-existing defects, from the inherent condition of surfaces or items, or from failure to follow aftercare advice that we have given. We are not responsible for indirect or consequential losses, loss of profit, loss of business, or loss of opportunity, except where such exclusion is not permitted by law.

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. If we are found liable for damage to property, our liability will be limited, at our option and subject to law, to either the cost of repair or replacement of the damaged item, or the amount paid for the relevant service, whichever is lower and fair in the circumstances.

Any claim for damage or loss must be reported to us within a reasonable time after the event and, where practicable, before the end of the service visit. You must provide sufficient information to allow us to investigate, which may include photographs, a description of the issue, and evidence of the item's condition before the service. Failure to notify us promptly may affect our ability to assess the matter and may reduce or extinguish any remedy available.

Waste Regulations and Environmental Compliance

As a professional Acton cleaner, we expect customers to comply with all applicable waste and environmental laws. We will handle waste generated during cleaning in line with relevant UK requirements, including proper segregation and disposal of general waste where this forms part of the agreed service. However, the customer remains responsible for informing us of any waste that may be hazardous, regulated, or subject to special disposal rules.

We do not collect, transport, or dispose of hazardous materials unless we have explicitly agreed to do so and are legally permitted to handle them. This includes, but is not limited to, asbestos, clinical waste, sharps, chemicals requiring specialist disposal, fuel, solvents, and contaminated materials. If such items are discovered during a visit, we may stop work in the affected area and request further instructions or specialist intervention.

You must not ask our staff to dispose of unlawful, dangerous, or improperly packaged waste. Where waste is left on site for removal, you should ensure it is presented in a safe and lawful condition for collection. If our team reasonably believes that waste at the property creates a health and safety risk or may breach applicable law, we may decline to remove it and may suspend the service until the issue is resolved.

Customer Responsibilities

The customer must ensure the property is reasonably prepared for cleaning. This means removing or securing breakable items, clearing access to areas that are to be cleaned, and advising us of any special conditions such as weak flooring, sensitive surfaces, recent repairs, or water damage. Where specialist products are to be avoided for health, allergy, or surface-care reasons, this must be stated in advance.

You are also responsible for ensuring that the premises comply with relevant health and safety obligations. If the environment is unsafe for our staff, we may refuse to proceed or may leave the premises until it is made safe. In such circumstances, any delay or aborted visit may be treated as a chargeable event if the problem could reasonably have been avoided or if the service team has already incurred costs.

If the service is being carried out in a rented property, managed premises, or shared accommodation, you must ensure that you have authority to request the work and to allow access. By making the booking, you confirm that you are authorised to agree to these terms on behalf of any relevant owner, occupier, landlord, tenant, or managing agent as required.

Complaints, Adjustments, and Refunds

If you are dissatisfied with any aspect of the service, you should notify us as soon as possible so that we can review the matter. Where appropriate, we may offer to return and rectify issues within a reasonable time, provided the concern relates to the agreed service and was not caused by post-service activity, misuse, or normal wear and tear. Any remedy offered will depend on the circumstances and on whether the issue was within our control.

Refunds, where due, will normally relate only to the specific part of the service that was not provided or was provided inadequately, rather than the full booking price. We will assess refund requests fairly and in good faith, taking into account the work completed, the nature of the complaint, and any relevant evidence. This does not affect your statutory rights under UK consumer law where applicable.

Where a complaint concerns a site condition, access issue, or instruction that differs from the original booking information, we may not be responsible for the outcome. In such cases, any further work requested may be treated as a new or additional service and priced accordingly. We encourage customers to raise concerns quickly so that solutions can be considered while the matter is still practical to resolve.

Governing Law and General Provisions

These terms are governed by the law of England and Wales. If the customer resides in Scotland or Northern Ireland, mandatory local consumer protections may also apply where required by law, but the interpretation and enforcement of these terms will be determined in accordance with the applicable legal framework. Any dispute arising from or in connection with the service shall be subject to the jurisdiction of the courts that have authority under applicable UK law.

If we choose not to enforce any part of these terms on a particular occasion, that will not prevent us from enforcing it later. Any waiver must be given in writing to be effective. You may not assign or transfer your rights under these terms without our prior consent, although we may assign or subcontract our obligations where this does not materially reduce the standard of service or affect your rights.

These Terms and Conditions form the entire agreement between you and us regarding the provision of cleaning services, unless a separate written contract or signed variation states otherwise. By confirming a booking with Acton Cleaner, you acknowledge that you have read, understood, and agreed to be bound by these terms in relation to the service requested.