Terms and Conditions for Elephant And Castle Cleaners

These Terms and Conditions set out the basis on which Elephant And Castle Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair and practical agreement for both parties. For the purpose of this document, references to “we”, “us” and “our” mean the cleaning provider, while “you” and “your” mean the customer who requests the service. The conditions below apply to one-off appointments, regular cleaning schedules, end-of-tenancy work, deep cleaning and other cleaning services unless otherwise stated in writing.

Our Elephant and Castle cleaners aim to deliver a reliable service, but the exact scope of each visit depends on the details confirmed at the time of booking. All services are subject to staff availability, property access, safety considerations and the condition of the premises. If a request falls outside the agreed specification, we may decline to complete it or may offer it as an additional service subject to separate approval. Any quotation, estimate or description of service should be read together with these terms, as they form the full agreement between the customer and the cleaning company.

These terms are intended to be clear and balanced. They do not affect any statutory rights that a consumer may have under UK law. Where a service is booked by a business customer, different rules may apply in relation to liability, notices and dispute handling. Customers are responsible for reading the information provided before confirming a cleaning appointment, including any notes about access, special instructions, materials, or restrictions related to the property. By proceeding with a booking, you confirm that you have authority to request the work and to agree to these conditions.

Booking Process

Bookings are usually made after an enquiry and confirmation of the required service. When you request a cleaning appointment, you should provide accurate details about the property, the type of cleaning needed, the size of the premises, and any special requirements. This information helps our Elephant and Castle cleaners assess the task and allocate suitable time and resources. A booking is not confirmed until we have accepted it and, where applicable, received any required deposit, prepayment or written confirmation.

We may ask additional questions before confirming the job, particularly where the property has unusual conditions, restricted access, or specific cleaning needs. The booking may also depend on the availability of cleaning staff and equipment. If the information supplied by the customer is incomplete or inaccurate, we reserve the right to revise the price, adjust the service, or cancel the appointment if the job cannot reasonably be completed as originally agreed. Any change to the booking should be communicated promptly so that we can update the schedule.

At the time of booking, we will normally confirm the date, approximate arrival window, service type, and any relevant conditions. Arrival times are estimates unless a fixed time is expressly agreed in writing. Our team will make reasonable efforts to attend within the agreed period, but delays may occur due to traffic, previous appointments, weather or other operational factors. If access to the property is not available at the agreed time, the appointment may be treated as a missed visit and charged accordingly.

Payments and Charges

All prices are stated in pounds sterling unless otherwise noted. Quotes may be based on hourly rates, fixed fees or a combination of both, depending on the service requested. We may amend the final charge if the actual work differs materially from the information originally supplied, for example where the property is larger than described, additional rooms require attention, or the cleaning condition is significantly worse than expected. Any additional charges will normally be explained before the work continues where reasonably possible.

Payment terms will be confirmed at booking and may require full payment in advance, a deposit, or payment on completion. For regular service arrangements, invoices may be issued on a weekly, fortnightly or monthly basis. If payment is taken by card, bank transfer or another approved method, you must ensure that the payment details are valid and that sufficient funds are available. Failure to pay by the due date may result in suspension of future appointments, recovery action, or cancellation of the booking.

Discounts, promotional offers and package pricing may be subject to conditions and may be withdrawn at any time before acceptance. Unless stated otherwise, all fees are exclusive of any taxes that may apply. Where a customer requests services outside standard hours, urgent attendance, specialist treatments or use of additional materials, extra charges may apply. Our Elephant and Castle cleaners are not obliged to begin work until any required advance payment has been received and cleared.

Service Standards and Customer Responsibilities

We will carry out the cleaning with reasonable care and skill, using appropriate methods for the service agreed. However, the outcome may depend on the materials present, the condition of surfaces, and the time booked. Customers should remove or secure valuables, fragile items, and any personal possessions that could be damaged or mistaken for rubbish. While our staff will act responsibly, we cannot guarantee the safety of items that were left accessible in the area being cleaned.

You are responsible for ensuring that the property is reasonably safe for cleaning. This includes providing access to water, electricity, lighting, and any keys, codes or entry arrangements required to complete the job. If hazardous conditions are present, such as exposed wiring, bodily fluids, pest infestation, broken glass, aggressive animals or unsafe structural issues, we may refuse to proceed until the issue has been resolved. In some cases, additional charges or a revised scope of work may apply.

Any special instructions should be made clear before the appointment begins. If you request that certain products are not used, or that specific items are not moved, you should inform us in advance. Our Elephant and Castle cleaning company cannot be responsible for results affected by the customer’s own products, pre-existing damage, manufacturer limitations or wear and tear. We may refuse to use customer-supplied equipment or chemicals if we consider them unsafe or unsuitable.

Liability and Limitations

We accept responsibility for loss or damage caused directly by our negligence, but only to the extent required by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Subject to those limits, our liability for any claim arising from a cleaning service will generally be restricted to the amount paid for the specific service giving rise to the claim.

We will not be liable for pre-existing damage, gradual wear, hidden defects, loose fittings, poor workmanship by third parties, or damage resulting from unsuitable materials, defective items or customer instructions. Staining, discolouration, shrinkage, or surface changes may occur when cleaning older or delicate materials, and we are not responsible where such effects arise despite reasonable care. If you believe damage has occurred, you should notify us promptly and provide reasonable evidence so that the matter can be assessed.

We are also not liable for delay or failure to perform the service where the cause is outside our reasonable control, including severe weather, transport disruption, illness, strikes, power failure, or government action. In such cases, we may rearrange the booking or cancel it without further liability beyond any refund due for work not carried out. Nothing in these terms limits your rights in relation to services that are not provided with reasonable care and skill.

Complaints, Changes and Termination

If you are dissatisfied with any part of the service, you should raise the issue as soon as reasonably possible after the appointment. This allows us to review the matter and, where appropriate, arrange a return visit, corrective work, or another fair resolution. Complaints about missed areas or service quality may require evidence, such as photographs or a description of the issue. We will consider all complaints in good faith and respond within a reasonable period.

We may update these Terms and Conditions from time to time. Any changes will apply to bookings made after the revised terms are issued, unless otherwise agreed. The version in force at the time of booking will normally govern that appointment. If a customer breaches these terms, provides false information, acts abusively, or creates a safety risk, we may terminate the service immediately and/or refuse future bookings. Any sums properly due for work already completed will remain payable.

Termination of a service arrangement does not affect rights and obligations that are intended to continue after completion, including payment obligations, liability provisions, and dispute resolution matters. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. The parties agree that no waiver of a breach will operate as a waiver of any later breach unless expressly stated in writing.