Terms and Conditions for Cleaners Wisscottage

These Terms and Conditions set out the basis on which Cleaners Wisscottage provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. For the avoidance of doubt, these terms apply to all standard cleaning, deep cleaning, end of tenancy cleaning, one-off cleans, regular cleans, and any related cleaning services supplied under the Wisscottage cleaning service name.

In these Terms and Conditions, references to “we”, “us”, and “our” mean the service provider operating as Cleaners Wisscottage. References to “you” and “your” mean the customer receiving the service, whether an individual, tenant, landlord, business, or authorised representative. If you book on behalf of another person or property owner, you confirm that you have authority to do so and that these terms apply to that booking.

The purpose of these terms is to create a clear, fair, and practical agreement about how bookings are made, how payments work, what happens if a visit must be changed or cancelled, and the responsibilities of each party during and after the cleaning service. They also explain limitations of liability, waste handling rules, and the legal framework governing the relationship. Please note that cleaning services are performed according to the information provided at booking and the condition of the property at the time of service.

1. Booking Process

A booking with Cleaners Wisscottage may be requested by telephone, email, online form, message, or any other channel made available from time to time. A booking is not confirmed until we have accepted the request and, where applicable, received any required deposit or advance payment. We may ask for details including property type, size, access arrangements, service type, preferred date and time, and special instructions.

We will use the information you provide to estimate the scope of work and determine the appropriate service duration, equipment, and staffing requirements. If the details later prove inaccurate or incomplete, we may revise the price, change the appointment, or decline to proceed if the service cannot reasonably be delivered as originally agreed. Any quotation provided before the appointment is based on the information available at the time and may be subject to review if the scope of work changes on arrival.

Once a booking has been confirmed, you are responsible for ensuring that the property is accessible at the scheduled time. This includes providing keys, codes, parking instructions, alarm information, and any necessary permissions from landlords, managing agents, or occupiers. If access is delayed or impossible, the booking may be treated as a late cancellation or aborted visit and charges may still apply.

We reserve the right to refuse or cancel a booking if the property conditions are unsafe, if the requested work falls outside our normal service scope, or if carrying out the service would place our staff, your property, or third parties at risk. This includes, without limitation, infestations, excessive hoarding, biohazards, unsafe electrical conditions, or the presence of hazardous materials not disclosed in advance.

It is your responsibility to ensure that the property is reasonably prepared for cleaning unless we have expressly agreed to provide a decluttering or specialist preparation service. Fragile items, valuables, and confidential documents should be secured beforehand. We may move lightweight items to complete the cleaning but are not obliged to handle items that are heavy, fragile, sharp, dangerous, or that could reasonably be damaged by movement.

2. Prices and Payments

All prices are quoted in pounds sterling unless stated otherwise. The final price may depend on the type of cleaning, size and condition of the property, frequency of visits, specialist requirements, and any agreed additional tasks. The Wisscottage cleaners terms allow us to amend a quote where the actual service differs materially from the description supplied at booking.

Payment terms will be confirmed at the point of booking. Unless otherwise agreed in writing, payment is due on completion of the service or in advance for certain booking types. We may require a deposit to secure a date, particularly for larger, one-off, or specialist appointments. Any deposit is non-refundable except where we cancel the booking or where a refund is required under applicable law.

You must make payment using the methods we accept at the relevant time. If payment is not received by the due date, we may suspend future bookings, apply reasonable late-payment procedures, or charge interest and costs in line with applicable UK law where permitted. You are responsible for any bank charges, failed payment fees, or other costs arising from your chosen payment method.

3. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving notice as soon as possible. Unless a different notice period is stated at the time of booking, we ask for at least 24 hours’ notice for standard appointments and more notice for larger or specialist works. Short-notice changes may result in a charge to cover staff time, travel, and planning costs already incurred.

If you cancel within the required notice period, any prepaid amount will be refunded or retained in accordance with the specific booking conditions agreed with you. If you cancel outside the notice period, fail to provide access, or ask us to leave due to circumstances not caused by us, you may be charged in full or in part for the appointment. This applies whether the service is cancelled before arrival or after our team has attended the property.

We may also need to reschedule or cancel due to illness, severe weather, transport disruption, safety concerns, equipment failure, or other events beyond our reasonable control. If we do so, we will aim to offer a new appointment time. Where no suitable alternative can be arranged, any advance payment for the affected portion of the service will normally be refunded. This refund will be the limit of our liability for such cancellation unless otherwise required by law.

4. Service Standards and Customer Responsibilities

We will perform the agreed service with reasonable care and skill, using appropriate methods and products suitable for domestic or commercial cleaning where practicable. However, cleaning results can vary depending on the age, material, and condition of surfaces, previous maintenance, and environmental factors. Staining, wear, permanent marks, or damage caused by pre-existing conditions may not be fully removable.

You must tell us in advance about any known risks, sensitive surfaces, special requirements, allergies, or restrictions relevant to the property. This includes delicate flooring, antique items, specialist fabrics, pets, or any area that must not be cleaned with water, chemicals, or machinery. If you fail to disclose such information and loss or damage occurs as a result, we may not be responsible to the extent that the omission caused the issue.

Where keys or access devices are provided, you remain responsible for ensuring they are correct and secure. We will take reasonable care of keys, access codes, and related property information while in our possession and will only use them for the purpose of providing the booked service. If you request that we collect, return, or hold keys, any such arrangement must be agreed in advance.

5. Liability and Insurance

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of these terms or by our negligence in carrying out the service.

We are not liable for indirect or consequential losses, including loss of income, loss of opportunity, loss of business, emotional distress, or inconvenience, unless such liability cannot legally be excluded. We are also not liable for damage caused by pre-existing defects, poor maintenance, hidden weakness, unsuitable surfaces, or items that were already unstable, faulty, or improperly installed before our attendance.

Where damage is alleged to have been caused by our team, you must notify us as soon as reasonably possible and provide details and evidence of the issue. We may inspect the area, request photographs, and carry out an investigation before accepting responsibility. If we are found to be at fault, our remedy may include repair, replacement, or a refund limited to the value of the affected service and, where appropriate, the proven direct loss.

6. Waste Regulations and Disposal

We will handle waste produced during the cleaning service in a lawful and responsible manner. This may include general rubbish removed from bins, dust, disposable cloths, packaging used in the course of the service, and other ordinary waste that arises directly from the cleaning work. We will not remove, transport, or dispose of restricted, hazardous, or controlled waste unless this has been expressly agreed in writing and can be lawfully arranged.

You are responsible for ensuring that any waste left for removal is properly identified and does not contain sharp objects, needles, chemicals, asbestos, bodily fluids, clinical waste, or other regulated materials. If we discover waste that cannot lawfully or safely be handled by us, we may leave it in place, stop the work in that area, or charge additional fees where specialist handling or disposal is required.

All waste removal must comply with applicable UK environmental and waste management laws. We may refuse to remove items that could breach those rules or that may require a licensed waste carrier or specialist contractor. If you ask us to remove large quantities of rubbish or non-routine waste, you must obtain our approval in advance. Cleaners Wisscottage reserves the right to charge for the time and costs involved in safe segregation, bagging, or loading of waste where this is outside the normal service scope.

7. Complaints, Quality Concerns, and Remedies

If you are dissatisfied with any aspect of the service, you should inform us within a reasonable time after completion and before making any alterations to the cleaned area, where possible. This allows us to review the issue promptly and, if appropriate, return to inspect or re-clean the affected area. We may ask for supporting information such as photographs or a written description of the concern.

Where a genuine service failure is established, we may offer a partial re-clean, a price adjustment, or another reasonable remedy at our discretion, taking into account the nature of the issue and the extent of any loss. No remedy will be offered for issues caused by circumstances outside our control, by inaccurate information provided by you, or by normal limitations of the cleaning process.

Any claim relating to the service must be raised within a reasonable period and, in any event, within the time allowed by law. We encourage prompt reporting so that concerns can be addressed efficiently. This complaint process does not affect your statutory rights under UK consumer law where those rights apply.

8. Changes to the Service and Force Majeure

We may modify the scope of work at your request if the change is reasonable and can be accommodated. Any additional tasks, extended time, or specialist products may incur extra charges. If a change materially alters the booking, we may recalculate the price, adjust the duration, or schedule a different team or service date.

We are not responsible for failure or delay caused by events beyond our reasonable control, including adverse weather, traffic disruption, strikes, power failure, public emergency, fire, flood, equipment breakdown, or government restrictions. If such an event occurs, we will take reasonable steps to minimise disruption and may suspend performance until the problem is resolved.

If an event beyond our control continues for an extended period, either party may cancel the affected booking by giving notice. Any prepayment for work not performed will be dealt with fairly and in accordance with these terms and the law. This provision is intended to balance the needs of both parties where unexpected disruption prevents normal service delivery.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. If the service is provided in Scotland or Northern Ireland, mandatory local legal rules may apply to the extent required by law, but the general intention is that the contract remains subject to the applicable UK legal framework.

Any dispute arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless another jurisdiction is required by mandatory law. Nothing in these terms affects your statutory rights, nor does it prevent either party from seeking informal resolution first or from using any alternative dispute resolution method agreed between the parties.

Cleaners Wisscottage may update these terms from time to time to reflect changes in service practices, law, or business requirements. The version in force at the time of your booking will usually apply to that booking unless a change is required by law or agreed otherwise. Continued use of the service after a revision indicates acceptance of the updated terms for future bookings.