Sutton Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Sutton Cleaners provides cleaning services to residential and commercial customers. By booking a service with Sutton Cleaners, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Company means Sutton Cleaners, the provider of cleaning services.
Customer means any individual or business that books or receives services from the Company.
Premises means the property or properties where the services are to be carried out.
Services means any cleaning, related domestic or commercial support, or ancillary services provided by the Company.
Service Area means the geographical locations in which the Company offers its services within the United Kingdom.
2. Scope of Services
The Company provides a range of cleaning services, which may include regular domestic cleaning, one off deep cleans, end of tenancy cleaning, commercial cleaning, and other related services within its Service Area. The specific scope of work for each booking will be agreed at the time of confirmation and may be set out in a written or verbal description of the services.
The Company reserves the right to decline or discontinue any service if the Premises are unsafe, unsanitary beyond the scope of the agreed service, or if any circumstance arises that places staff at unreasonable risk.
3. Booking Process
Bookings may be made by the Customer through the Company’s chosen communication or booking channels. By submitting a booking request, the Customer confirms that they are legally capable of entering into binding contracts and are at least 18 years of age, or are authorised to act on behalf of a business or property owner.
A booking is considered an offer by the Customer to purchase services, which the Company may accept or reject. Acceptance of a booking will be confirmed by the Company through a booking confirmation. Only once a booking confirmation has been issued shall a contract be formed between the Customer and the Company.
The Customer is responsible for providing accurate information when making a booking, including full address of the Premises, type and size of the property, parking and access arrangements, and any relevant special requirements. The Company is not liable for any delays or additional costs arising from incomplete or inaccurate information provided by the Customer.
For certain services, such as end of tenancy or specialist cleans, the Company may require a site inspection, photographs, or additional information prior to confirming the booking. The Company may revise the quoted price or scope of work after such assessment, in which case the Customer will be informed and may accept or decline any revised proposal.
4. Pricing and Quotations
Prices for services are generally provided based on the information supplied by the Customer and the Company’s standard rates for its Service Area. Quotations are provided in good faith but are not binding if the information given by the Customer is incomplete or inaccurate, or where the condition of the Premises materially differs from what was reasonably expected.
The Company may adjust the final price in the event of additional time or work being required due to the condition of the Premises, the presence of unexpected items or waste, or any changes requested by the Customer. Any such adjustment will be communicated to the Customer as soon as practicable.
All prices are stated inclusive or exclusive of applicable taxes as specified in the quotation or confirmation. The Customer is responsible for any applicable taxes and charges, including congestion or parking charges where relevant.
5. Payments
Payment terms will be confirmed at the time of booking and may vary depending on the type of service. The Company may require full or partial payment in advance, or may accept payment on completion for certain services.
Accepted payment methods will be specified by the Company and may include card payments, bank transfers, or other approved methods. Cash payments may be declined at the Company’s discretion.
Where payment is due in advance, the Company is under no obligation to commence or attend a booking until cleared funds have been received. Where payment is due on completion, it must be made immediately upon completion of the agreed services, unless written credit terms have been agreed in advance.
For business customers with agreed credit accounts, invoices are payable by the due date shown on the invoice. The Company reserves the right to charge interest and administration fees on overdue amounts in accordance with applicable UK law and may suspend or cancel further services until all outstanding sums have been paid in full.
6. Cancellations and Rescheduling
The Customer may cancel or reschedule a booking subject to the following conditions, unless otherwise stated in writing by the Company.
For standard domestic or commercial cleaning bookings, the Customer should provide at least 24 hours notice of cancellation or rescheduling before the scheduled start time. Where sufficient notice is provided, any prepayments may be applied to a future booking or refunded, at the Company’s discretion.
If less than 24 hours notice is given, or if the cleaners are unable to gain access to the Premises at the scheduled time due to reasons within the Customer’s control, the Company reserves the right to charge a cancellation fee up to the full value of the booked service. This is to cover travel, scheduling and lost work opportunities.
For end of tenancy cleans, deep cleans, and large or specialist jobs, the Company may require a longer cancellation period, which will be communicated at the time of booking. Cancellation or rescheduling within this period may result in forfeiture of any deposit and or the charging of a cancellation fee.
The Company may cancel or reschedule a booking where necessary due to operational reasons, staff illness, adverse weather, access or safety issues, or other circumstances beyond its reasonable control. In such cases the Company will seek to provide as much notice as reasonably practicable and will offer an alternative appointment or a refund of any prepayments for the affected booking. The Company is not liable for any consequential or indirect losses arising from such cancellation or rescheduling.
7. Access, Security and Customer Obligations
The Customer must ensure that the Premises are accessible at the agreed time and that all necessary instructions for gaining entry are provided to the Company in advance. If keys are provided to the Company, the Company will take reasonable care of them and will use them solely for the purpose of providing the services.
The Customer is responsible for ensuring that the Premises are reasonably prepared for cleaning, with fragile items safely stored, and that any items of special value or sensitivity are identified to the Company in advance. The Customer should also inform the Company of any alarms, security systems, pets, or other site specific matters.
The Customer must not request or induce the Company’s staff to undertake any work that is unsafe, unlawful, or outside the agreed scope of services. The Customer must also comply with all applicable health and safety regulations in relation to the Premises.
8. Standard of Service and Complaints
The Company will provide the services with reasonable skill and care, in accordance with industry practices for cleaning services in the UK. However, the Company does not guarantee that any particular result will be achieved, especially where surfaces or items are heavily soiled, stained, damaged, or inherently delicate.
Any complaint regarding the services should be raised with the Company as soon as possible, and in any event within 48 hours of completion of the relevant service, to allow the Company a fair opportunity to inspect the issue and, where appropriate, to re attend or otherwise seek to resolve the matter. The Company may decline to consider complaints made outside this timeframe, or where the Premises have been further used, altered, or cleaned by another party.
Where the Company is found to have failed to provide the services with reasonable skill and care, its liability will be limited as set out in the Liability section of these Terms and Conditions.
9. Customer Property and Waste Regulations
The Customer is responsible for the removal and proper disposal of any personal items, confidential materials, or hazardous substances from the areas to be cleaned, unless specific arrangements are agreed in writing.
The Company complies with applicable waste management and environmental regulations within the United Kingdom. The Company will not remove or dispose of any controlled, hazardous, clinical, or regulated waste, including but not limited to needles, medical waste, chemicals, paint, asbestos, or electrical equipment, unless expressly agreed and appropriately licensed to do so.
Where the service includes the removal of general waste or household rubbish, the Company will dispose of such waste in accordance with local authority requirements or applicable UK regulations. The Customer must not request the Company to dispose of waste in a manner that breaches any law, regulation, or council guidance.
Any costs, penalties, or liabilities arising from the Customer’s failure to comply with waste regulations, or from the Customer instructing the Company to act contrary to such regulations, will be the responsibility of the Customer, and the Customer agrees to indemnify the Company against any resulting loss.
10. Liability and Insurance
The Company will use reasonable skill and care in the selection and training of its staff and maintains appropriate insurance cover for its operations in the UK, including public liability insurance, subject to policy terms and exclusions.
If the Customer believes that damage or loss has been caused by the Company’s staff during the provision of services, the Customer must notify the Company as soon as reasonably possible, and in any event within 48 hours of the occurrence or of discovering the issue. The Customer should not arrange for any repair, replacement, or disposal of the alleged damaged item without the Company’s prior consent, as this may affect the ability to assess or resolve the claim.
The Company’s total liability to the Customer, whether in contract, tort including negligence, breach of statutory duty, or otherwise, arising out of or in connection with the provision of services shall be limited to the lesser of the actual loss suffered or the value of the relevant service booking, up to a maximum cap reasonably aligned with the Company’s insurance cover.
The Company does not exclude or limit its liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter for which it would be unlawful to exclude or limit liability under UK law.
Subject to the above, the Company will not be liable for loss of profit, loss of business, business interruption, loss of data, loss of opportunity, or any indirect or consequential loss or damage arising out of or in connection with the services.
11. Use of Customer Data
The Company will collect and process personal data required to manage bookings, deliver services, and administer its relationship with the Customer. The Company will treat such data in accordance with applicable data protection laws in the United Kingdom and will take reasonable steps to protect it from unauthorised access or misuse.
Customer details may be used for service related communications, invoicing, and necessary operational purposes. The Customer may request access to the personal data held about them and may request that inaccuracies be corrected in line with applicable data protection rights.
12. Force Majeure
The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control. Such events may include, but are not limited to, extreme weather conditions, natural disasters, industrial disputes, transport disruptions, utility failures, or public health emergencies.
In the event of a force majeure circumstance, the Company will use reasonable endeavours to notify the Customer and to arrange a revised appointment or alternative solution where feasible.
13. Changes to Terms and Services
The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, industry practice, or the Company’s operations. Any revised Terms and Conditions will apply to new bookings made after the date of publication of the updated terms.
For ongoing or recurring service arrangements, the Company will provide reasonable notice of any material change to these Terms and Conditions. Continued use of the services after such notice will be deemed acceptance of the updated terms.
14. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, including non contractual disputes or claims, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter or formation.
15. General Provisions
If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall remain in full force and effect.
No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy. No waiver shall be effective unless in writing and signed or expressly confirmed by the Company.
These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the services, and supersede any prior discussions, correspondence, or understandings between the parties, whether written or oral.
Nothing in these Terms and Conditions is intended to confer any rights on any third party, whether under the Contracts Rights of Third Parties Act 1999 or otherwise, unless expressly stated.