Terms and Conditions for Colliers Wood Cleaners

These Terms and Conditions set out the basis on which Colliers Wood Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms, which are designed to clarify how the service operates, how payments are handled, and what responsibilities apply to both parties. The aim is to keep the service clear, fair, and legally sound while allowing flexibility for different cleaning requirements.

These terms apply to all standard and specialist cleaning appointments arranged with Colliers Wood cleaning services, unless a separate written agreement states otherwise. They should be read carefully before confirming any booking. If the customer is arranging services on behalf of another person or business, they are responsible for ensuring that all relevant parties understand and accept these conditions. Nothing in these terms affects any rights that cannot legally be excluded under UK consumer law.

The company may update these terms from time to time to reflect changes in law, service structure, or operational requirements. The version in force at the time of booking will apply to that booking unless otherwise agreed in writing. Continued use of the services after an update has been made will be treated as acceptance of the revised terms.

The booking process begins when the customer requests a cleaning appointment and provides the information needed to assess the job. This may include the property type, number of rooms, approximate size, required cleaning tasks, preferred dates, access arrangements, and any special instructions. A quote or estimated price may be provided before booking confirmation, based on the details supplied. Any quote is valid only for the scope described at that time.

A booking is considered confirmed only when the company has accepted the request and, where required, a deposit or advance payment has been received. Confirmation may be given by email, message, or another written format. The customer must check all booking details carefully, including date, time, location, service type, and any add-ons. If any details are incorrect, the customer should notify the company as soon as possible so that amendments can be considered.

For operational reasons, Colliers Wood Cleaners may need to allocate a different cleaner, adjust the arrival window, or modify the order of appointments. Such changes will not normally alter the service standard, and the company will make reasonable efforts to inform the customer in advance. If access is delayed or the property is not ready when the cleaner arrives, the appointment may be shortened, rescheduled, or charged in full depending on the circumstances.

Customers must ensure that the property is accessible at the agreed time and that the cleaner can work safely. This includes providing entry instructions, alarm details where relevant, and removing obstacles where practical. The company accepts no responsibility for missed appointments caused by incorrect address details, unavailable keys, blocked access, or failure to provide essential information. Any repeated access problems may lead to cancellation charges or refusal of future bookings.

Service descriptions are intended to explain the general nature of the cleaning work provided, but they do not create a guarantee that every stain, mark, or item will be fully restored. Colliers Wood cleaning company services are delivered with reasonable care and skill, taking account of the condition of the property and the time booked. Where specialist treatment is required, the company may recommend a separate service or advise that no safe or effective treatment is available.

The customer should remove or secure valuables, fragile items, and personal belongings before the appointment begins. While cleaners will take reasonable care while working, the company cannot be responsible for items left in unsafe positions or for damage caused by pre-existing weakness, poor fitting, or hidden defects. Customers are also responsible for informing the company of any known hazards, such as faulty electrics, loose fittings, mould, or unsafe floors.

Payment terms depend on the nature of the booking and the arrangements confirmed at the time of order. For most cleaning appointments, payment is due on completion unless an invoice arrangement has been agreed in advance. The company may require advance payment, part payment, or a deposit for larger jobs, repeat visits, same-day bookings, or commercial contracts. Any deposit may be non-refundable where the booking has been reserved specifically for the customer.

Unless stated otherwise, prices are quoted in pounds sterling and may be subject to VAT where applicable. Quotes may be based on the expected duration of the work, the size of the property, the level of dirt, the number of cleaners required, and any specialist products or equipment. If the actual work differs substantially from the information initially provided, the company may adjust the price to reflect the additional time or resources needed.

Payment methods may include bank transfer, card payment, or other accepted arrangements advised at the time of booking. The customer must pay any invoice by the due date shown on that invoice. Late payment may result in suspension of further services, administrative charges, or recovery action. Any collection costs reasonably incurred in recovering overdue sums may be added to the amount owed, subject to applicable law.

Cancellation and rescheduling requests must be made as early as possible. The amount of notice required may vary depending on the type of service booked, but at least 24 hours’ notice is normally expected for standard appointments. If a customer cancels after a cleaner has already been allocated or is on the way, a cancellation fee may apply to reflect lost working time and operational costs. For same-day or urgent bookings, stricter cancellation terms may be used.

If the customer wishes to reschedule, the company will try to offer an alternative appointment, subject to availability. A rescheduled booking may still be treated as a cancellation if the original slot cannot be filled. Where a deposit has been paid, it may be transferred to a new date at the company’s discretion, provided the revised booking is made within a reasonable time. Repeated changes may lead to refusal of future appointments.

If Colliers Wood Cleaners must cancel or reschedule a booking due to illness, safety concerns, staff shortage, severe weather, transport disruption, or another matter beyond reasonable control, the company will contact the customer as soon as practicable. In such cases, the company may offer a new appointment rather than compensation, unless the law requires otherwise. The company will not be liable for indirect losses caused by a delay or cancellation that is outside its reasonable control.

Liability is limited to the extent permitted by law. The company will carry out services with reasonable care and skill, but it is not responsible for damage caused by pre-existing defects, unsuitable materials, structural weakness, hidden contamination, or inaccurate information given by the customer. The company is also not liable for loss of income, missed appointments, business interruption, or other indirect or consequential losses arising from the service.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded. Where the company is found liable for damage or loss, its responsibility will normally be limited to the cost of the service concerned or the direct value of the proven loss, whichever is lower, subject to the facts of the case and the requirements of applicable law.

Customers should inspect the cleaned areas promptly and report any concern within a reasonable time. Any complaint should include enough detail to allow the matter to be reviewed fairly. The company may request photographs, notes, or a chance to revisit the property where appropriate. If a claim is accepted, the company may choose to re-clean the affected area, offer a partial refund, or provide another suitable remedy as permitted by law.

Waste handling and disposal are carried out in accordance with relevant UK environmental and waste regulations. The customer remains responsible for any hazardous waste, clinical waste, sharps, asbestos, bodily fluids, or other regulated materials unless a specific arrangement has been agreed in writing and the company is legally able to handle them. Standard cleaning services do not include the collection, transport, or disposal of controlled waste unless expressly stated.

Any waste created during the cleaning process, such as packaging, disposable cloths, or ordinary household debris, will be managed responsibly and placed in the correct waste stream where practicable. The company may decline to remove items that are unsafe, contaminated, excessively heavy, or likely to breach disposal rules. If additional waste handling is requested, the customer may be charged extra where lawful and appropriate.

Customers must inform the company in advance if the property contains items or substances that require special disposal procedures. The company reserves the right to stop work if it discovers material that poses a risk to health, safety, or legal compliance. In such cases, the customer may still be charged for time spent travelling to and assessing the property, and for any completed work before the issue was identified.

The customer agrees to provide accurate information at all times, including details about the property, access, occupancy, and any risks that may affect the service. If the cleaning requires the use of customer-owned equipment or products, the customer is responsible for ensuring that these items are safe, suitable, and in working order. The company may decline to use products or tools that appear unsafe or inappropriate for the task.

Where the customer requests special treatment on delicate surfaces or valuable items, any instruction is followed at the customer’s risk unless the company has expressly agreed in writing to undertake that work and has confirmed that it is safe to do so. The company may refuse certain tasks if it believes the work could damage the property, create a health and safety risk, or fall outside the agreed service scope.

Any discounts, promotions, or package prices are offered at the company’s discretion and may be withdrawn or amended at any time. Offers are usually subject to availability and may not be combined unless stated otherwise. If a discount has been applied in error, the company may correct the invoice and request payment of the outstanding balance.

If a customer behaves abusively, threatens staff, interferes with safe working, or creates an unsafe environment, the company may suspend or end the service immediately. In such cases, full payment may still be due for work already completed and for time lost as a result of the disruption. The same applies where pets, smoking, unauthorised visitors, or hazardous conditions prevent the cleaner from working properly.

The company may assign or subcontract work where necessary, provided that the service standard remains consistent with the booking. No third party may rely on these terms unless the law gives them that right. The customer may not transfer their rights or obligations under the booking without written consent from the company.

Each clause in these Terms and Conditions operates separately. If any part is found to be unlawful or unenforceable, the remaining provisions will continue in full force. Any failure by the company to enforce a right on one occasion does not mean that the right has been waived for the future.

These Terms and Conditions, together with the confirmed booking details and any written amendments, form the entire agreement between the customer and Colliers Wood Cleaners for the relevant service. They replace any previous discussions, statements, or informal arrangements that are not included in the final written booking confirmation. Any change to these terms must be agreed in writing by an authorised representative of the company.

The agreement is governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, the booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. Customers are encouraged to raise concerns promptly so that issues can be resolved in a fair and practical way before they escalate.

By confirming a booking, the customer acknowledges that they have read, understood, and agreed to these conditions. Colliers Wood Cleaners reserves the right to refuse or withdraw service where continuing would be unreasonable, unsafe, unlawful, or inconsistent with the agreed scope. These terms are intended to support a professional and transparent service relationship for all parties involved.