Merton Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Merton Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming a quote, or allowing our cleaners to start work, you agree to these terms. Please read them carefully before placing an order for any Merton cleaning service, whether it is a one-off visit or a recurring arrangement.

In these terms, references to “we”, “us” and “our” mean Merton Cleaner, and references to “you” or “the customer” mean the person or organisation requesting the service. These conditions apply to all standard cleaning appointments, specialist cleaning jobs, and any related services we may agree to provide. They are intended to create a clear and fair arrangement for both sides.

Booking a Merton cleaner may be completed by phone, email, online form, or any other method we make available from time to time. When you submit a request, you are asking us to provide a quote or to reserve a time slot, but no contract exists until we have confirmed acceptance of the booking. We may ask for information about the property, the type of work required, access arrangements, and any known hazards before confirming the service.

Quotes are usually based on the information you provide. If the details change, or if the property condition differs from the description given, we may revise the price, the duration, or the scope of the cleaning. A cleaner in Merton may also recommend additional time or specialist products where required. Any quotation is valid for the period stated in it or, if no period is stated, for a reasonable time only.

We reserve the right to decline or cancel a booking where we believe the service cannot be delivered safely, lawfully, or to a suitable standard. This may include situations involving excessive clutter, vermin, unsafe access, missing utilities, aggressive behaviour, or materials that require specialist handling. In such cases, we will normally explain the reason and, where possible, offer an alternative arrangement.

By confirming a booking, you agree that the person placing the order has authority to do so and to accept these terms on behalf of all occupants, owners, or relevant stakeholders. If you book a Merton Cleaner service for a business, landlord, letting agent, or property manager, you confirm that you have the necessary authority to instruct us and to accept any charges arising from the service.

Access and readiness are your responsibility. You must ensure that we can safely enter the premises at the agreed time and carry out the work without unnecessary delay. This includes arranging keys, codes, parking permissions, security access, and any required permissions from building management or neighbours. If we are delayed because access is not available, waiting time may be charged as part of the booking.

You must also make sure that the property is in a condition suitable for cleaning. This means removing or securing items that are fragile, valuable, dangerous, or not intended to be handled by cleaning staff. A Merton cleaning service is not a decluttering or moving service unless this has been specifically agreed in writing. We may refuse to move heavy furniture, lift fitted appliances, or handle items that present a risk of damage or injury.

Our team will use reasonable skill and care in delivering the service, and we will use appropriate cleaning methods for the work agreed. However, certain materials, finishes, or older surfaces may be delicate, stained, or already damaged. In these cases, we will choose methods that we consider suitable, but we cannot guarantee full removal of every mark, stain, odour, or defect. This is especially relevant for specialist or deep cleaning work.

Payments must be made according to the price and schedule agreed at the time of booking or as shown on the invoice. Unless we agree otherwise, payment is due on completion of the service, or in advance for any booking where prepayment has been requested. We may require a deposit for larger jobs, regular contracts, or work involving specialist equipment or materials.

We accept payment by the methods we specify from time to time. If payment is not made when due, we may suspend further services, withhold future appointments, and charge reasonable costs incurred in recovering the debt, where permitted by law. Any bank charges, card processing costs, or fees caused by failed or reversed payments may be added to the amount owed where lawful and reasonable.

All prices are stated in pounds sterling unless we say otherwise. Where applicable, prices may include or exclude VAT, and this will be made clear in the quotation or invoice. If a service runs longer than planned because of added work, extra rooms, poor condition, missing information, or access delays, additional charges may apply. We will normally inform you before incurring material extra cost, where this is reasonably possible.

Cancellations and rescheduling must be made with reasonable notice. If you wish to cancel or move a booking, you should tell us as soon as possible so that the time can be reassigned. For standard appointments, cancellation charges may apply if notice is short or if our team has already been allocated, dispatched, or arrived at the property. For larger or specialist jobs, a different notice period may apply and will be explained when the booking is made.

If you cancel within a short period before the appointment, we may charge part or all of the agreed fee to cover time set aside, travel, labour, and materials already prepared. Where a deposit has been taken, it may be retained in full or in part depending on the notice given and the costs we have incurred. Rescheduling is subject to availability and may also require a revised price if the scope or timing changes.

We may cancel or postpone a booking if circumstances beyond our control make it impractical or unsafe to continue. These may include severe weather, transport disruption, illness, equipment failure, emergencies, or legal restrictions. If we cancel for reasons within our control, we will offer an alternative time or a refund for the affected part of the service, as appropriate. Our liability for cancellation is limited as described below.

Liability is limited to the extent permitted by UK 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 legally be excluded. Subject to that, we are not responsible for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or losses arising from events outside our reasonable control.

We will take reasonable care when cleaning, but some risk of minor disturbance, movement, or incidental contact is unavoidable in a property environment. We are not liable for pre-existing damage, hidden defects, structural weakness, loose fittings, faulty fixtures, water ingress, damp, ageing materials, or items that were not suitable for normal cleaning. If you ask us to use a method or product against our advice, you accept the associated risk unless the law says otherwise.

Any claim for damage or loss must be reported to us as soon as reasonably possible and, in any event, within a reasonable time after the service. You should provide enough detail to allow us to investigate, including photographs where available and a description of the affected item or area. Our total liability for any claim connected with a booking will normally be limited to the amount paid for the relevant service, except where the law requires a different approach.

Waste regulations and disposal are an important part of responsible cleaning. We will only remove waste, rubbish, or soiled materials if this has been agreed in advance and if doing so is lawful and safe. Where waste removal is included, it will usually relate to ordinary household or office refuse generated by the cleaning process, such as packaging, disposable cloths, or small amounts of contamination removed from the property.

We will not handle or transport prohibited, hazardous, or regulated waste unless we are specifically authorised and equipped to do so and all legal requirements are met. This includes, without limitation, asbestos, chemicals, needles, clinical waste, oil, batteries, electrical items requiring special treatment, and items contaminated with dangerous substances. A UK cleaning service provider must act in accordance with applicable waste management rules, and you must not ask us to dispose of anything unlawfully.

You are responsible for informing us of any waste that may require special handling before the appointment starts. If the premises generate waste that cannot be taken away by us, you must arrange lawful disposal separately. We may suspend or stop work if we discover waste that presents a safety issue or would require permissions, licences, or specialist carriers that have not been arranged in advance.

Customer responsibilities include providing a safe working environment, truthful information, and appropriate supervision where needed. You must advise us of any known allergies, pets, fragile surfaces, alarm systems, restricted areas, or health and safety concerns before the service begins. If any person at the property behaves in a threatening, discriminatory, abusive, or unsafe manner, we may leave immediately and charge for work already carried out.

You are also responsible for securing valuables, confidential papers, cash, jewellery, and personal items before the appointment. Although our team will act with care and professionalism, a Merton cleaner cannot assume responsibility for items left out in the open unless we have specifically agreed in writing to handle them. We recommend that you store away anything that could be damaged, misplaced, or mistaken for waste.

Where the service involves keys, access cards, alarm codes, or similar entry arrangements, you remain responsible for ensuring that they are correct and usable. If a lockout, false alarm, or access failure occurs because of incorrect information, the cost of resolving it may be charged to you. We may also charge for time lost if our staff are prevented from starting work on schedule.

Quality and complaints are handled in a reasonable and practical way. If you believe the service has not been delivered as agreed, you should raise the matter promptly so we can review it. We may ask for photographs, a description of the issue, and an opportunity to inspect or correct the problem. Where a valid issue is identified, we may offer a re-clean, a partial refund, or another suitable remedy at our discretion and in line with legal requirements.

We do not guarantee results that are impossible because of the condition of the property, the nature of the materials, or pre-existing wear and tear. A Merton Cleaners team can improve cleanliness and presentation, but we cannot promise the restoration of surfaces that are permanently marked, damaged, or beyond normal cleaning treatment. Any stated outcome should be understood in that context.

Insurance and care are important to us. We maintain insurance cover that we consider appropriate for the type of work we perform, but insurance does not replace these terms and does not create additional liabilities beyond those required by law. You should check whether your own insurance policy requires you to notify your insurer when third-party cleaners attend your property.

Changes to these terms may be made from time to time. The version in force at the time of your booking will normally apply to that booking unless a change in law or regulatory requirement means otherwise. We may also update the way services are delivered, priced, or scheduled, provided that any confirmed booking is treated fairly and in accordance with the agreed terms.

Entire agreement means that these Terms and Conditions, together with any written quotation, invoice, or booking confirmation, form the full agreement between us and you regarding the service. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. Any waiver of a right must be made clearly and should not be assumed from delay or inaction.

Governing law and jurisdiction: these Terms and Conditions are 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 consumer law provides otherwise.