UK Service Terms and Conditions for Pimlico Cleaners
These service terms and conditions set out the basis on which Pimlico Cleaners provides domestic and commercial cleaning services across the United Kingdom. By making a booking, the customer agrees to be bound by these terms. Please read them carefully before confirming any cleaning service, as they explain how bookings are accepted, how payments are handled, when cancellations apply, and how responsibility is allocated for property, items, and waste. These terms are intended to support a clear and fair relationship between the customer and the service provider, while maintaining a professional standard across every cleaning appointment.
In these terms, “we”, “us”, “our”, and “Pimlico Cleaners” refer to the service provider, and “you” or “customer” refers to the person or business requesting the work. References to a cleaner, cleaning technician, or service operative mean the individual assigned to deliver the service. The scope of work may include regular cleaning, one-off deep cleaning, end-of-tenancy cleaning, or other agreed household or workplace cleaning tasks, provided the relevant service has been booked and confirmed in advance.
These terms apply to bookings made by telephone, email, online enquiry, message, or any other accepted booking channel. They also apply where a customer asks for an ad hoc visit, repeated cleaning services, or a scheduled contract arrangement. Unless otherwise agreed in writing, any quotation, estimate, or proposed schedule remains subject to confirmation and may be adjusted where property size, condition, accessibility, or special requirements differ from the information originally supplied.
1. Booking Process
A booking is formed when the customer provides the required details and we confirm acceptance of the request. During the booking process, the customer must supply accurate information about the property, the service type, preferred dates, access arrangements, and any relevant hazards or restrictions. This includes details such as pets, fragile surfaces, parking limitations, security systems, or areas that require special care. If incorrect or incomplete information is provided, the final scope, duration, or price of the cleaning service may need to be amended.
We may ask for photos, a walkthrough description, or additional notes to help assess the work before confirming a visit. A booking is not guaranteed until we have accepted it and, where applicable, received any required deposit or upfront payment. We reserve the right to refuse or reschedule a booking where the service requested is outside our usual capacity, would involve unreasonable risk, or cannot be completed within the agreed time frame. Pimlico Cleaners may also decline work that would require specialist trade services, hazardous waste handling beyond permitted scope, or unlawful instructions.
Service Standards and Access
Customers must ensure safe, reasonable access to the premises at the agreed time. If access is delayed, obstructed, or unavailable, the appointment may be shortened, rescheduled, or treated as a late cancellation. The cleaner should be able to work in a safe environment with access to water, electricity, and the areas included in the booking. Any instruction that conflicts with health and safety requirements, manufacturer guidance, or legal obligations may be declined. We are not responsible for delays caused by security checks, third-party restrictions, or building management rules outside our control.
Where recurring visits are arranged, the customer agrees that each appointment forms part of the service plan but may still be subject to separate operational changes, including staff availability and public holiday scheduling. We will aim to provide continuity, but the allocation of a particular cleaner cannot always be guaranteed. Any special equipment, materials, or premium products requested by the customer must be agreed in advance and may attract additional charges. The customer should notify us as early as possible of any changes to the property condition so that the cleaning arrangement remains suitable and fair.
2. Payments and Charges
Prices are usually based on the type of cleaning service, estimated duration, size of the property, and level of soiling or complexity. Unless stated otherwise, quotes are indicative until the job has been assessed or completed in line with the information provided. Additional charges may apply for deep staining, excessive clutter, heavy limescale, biohazard concerns, inaccessible areas, urgent bookings, parking costs, or the use of specialist equipment. We will explain significant changes in advance where reasonably possible.
Payments must be made in the manner and within the timeframe specified at the time of booking or invoicing. This may include card payment, bank transfer, direct debit, or another approved method. For certain appointments, a deposit may be required to secure the slot. Unless otherwise agreed, invoices are payable immediately upon issue or by the stated due date. If a payment is declined, delayed, or reversed, we may suspend further services, withdraw scheduled visits, or charge reasonable recovery costs permitted by law. Any agreed discounts, promotions, or package prices apply only where the stated conditions are met.
All prices are stated in pounds sterling unless otherwise confirmed. If VAT applies, it will be shown separately or included in the quoted amount, depending on the format of the estimate. Customers are responsible for any bank charges, intermediary fees, or currency conversion costs arising from their chosen payment method. Where an appointment exceeds the expected duration due to factors outside our control, we may charge additional time at the agreed hourly or fixed-rate basis. Any unpaid sums remain due even if the customer does not raise an objection to the invoice immediately.
3. Cancellations, Rescheduling, and Missed Appointments
Customers may cancel or reschedule a booking by giving notice within the time period stated at confirmation. Where no specific period is stated, a minimum of 24 hours’ notice is expected for standard visits and longer notice may apply to larger or specialist works. Late cancellations, same-day changes, or failure to provide access may result in a cancellation fee, travel charge, or full charge for the reserved slot, depending on the circumstances and the amount of time lost.
If we need to cancel or reschedule due to illness, safety concerns, severe weather, staff unavailability, or other events beyond our control, we will seek to offer an alternative appointment at the earliest reasonable opportunity. We will not be liable for indirect losses caused by such changes, although we will act fairly and communicate promptly. Where a customer repeatedly cancels or fails to attend, we may require prepayment for future bookings or decline further work. A refund, if applicable, will only cover amounts actually received for the cancelled service and will not extend to third-party costs unless expressly agreed.
Any request to pause or postpone a recurring cleaning arrangement should be made as early as possible. If the customer asks us to hold a regular slot without reasonable notice, we may release it to another client. Deposits for special projects may be non-refundable where the work schedule, staffing, or materials have already been reserved, subject to consumer law requirements. Nothing in these terms affects your legal rights where a service has not been provided with reasonable care and skill.
4. Liability and Service Limitations
We will perform our services with reasonable care and skill and aim to meet the standards normally expected of a professional cleaning company. However, outcomes depend on the condition of the property, the materials present, and the customer’s instructions. We cannot guarantee the removal of every stain, mark, odour, or defect, especially where the item is worn, poorly maintained, or made from delicate materials. Customers should inform us of any fragile, valuable, or specialist items before work begins so that suitable precautions can be taken.
Our liability for loss or damage caused by our negligence is limited to the cost of repair or replacement of the affected item, or the price paid for the relevant service, whichever is lower, except where the law does not permit limitation. We are not responsible for pre-existing damage, hidden faults, normal wear and tear, or damage arising from unsuitable instructions, defective fixtures, unsafe premises, or failure to disclose relevant information. Customers should remove or secure valuables, documents, cash, jewellery, and breakables before the visit unless otherwise agreed in writing.
Where we are asked to work on electrical appliances, glass, stone, fabric, or other sensitive surfaces, the customer accepts that cleaning may carry inherent risks. We may decline to use certain products or methods where they could cause damage or violate the manufacturer’s guidance. If an incident occurs, the customer must notify us promptly and provide a reasonable opportunity to investigate. We may request photographs, supporting details, or inspection access. Nothing in these service terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
Customer Responsibilities
The customer is responsible for providing truthful information, a safe working environment, and any necessary permissions for entry, parking, or use of shared facilities. The cleaner may refuse to move heavy items, handle bodily fluids, or carry out unsafe tasks. If the property contains infestations, asbestos, sharp objects, mould requiring specialist treatment, or any other hazard beyond standard domestic cleaning, the customer must disclose this in advance. We may suspend the visit until the issue is properly addressed.
5. Waste, Disposal, and Regulatory Compliance
All cleaning waste produced during the service will be handled in accordance with applicable waste regulations and environmental requirements in the United Kingdom. Ordinary waste may be bagged and placed in the designated bins or containers provided by the customer, subject to local collection rules and the nature of the premises. We do not provide general waste collection unless that has been expressly included in the booked service. Customers remain responsible for providing suitable disposal arrangements for household, commercial, or trade waste generated at the property.
We will not transport, remove, or dispose of hazardous waste, clinical waste, sharp waste, electrical waste, chemicals, or any other regulated material unless we have expressly agreed to do so and are legally permitted to handle it. If such material is discovered during the job, the cleaner may stop work in that area and request instructions. Any disposal costs, permits, or specialist collections required by law will be charged separately if they fall within the agreed scope. The customer must ensure compliance with all relevant legal obligations relating to waste storage and disposal.
By using our cleaning services, the customer confirms that they will not ask us to dispose of items unlawfully, fly-tip waste, or leave materials in a condition that breaches environmental or public health rules. We reserve the right to refuse any instruction that may amount to unlawful disposal or unsafe handling. If contamination is suspected, or if the premises contain materials requiring licensed removal, the customer must arrange a qualified specialist. We may discontinue service where continuing would create regulatory risk or expose staff to harm.
6. Complaints, Changes, and Governing Law
If the customer is dissatisfied with any aspect of the service, they should raise the issue promptly and allow us a reasonable opportunity to review and, where appropriate, remedy the problem. Evidence such as photographs, dates, and a description of the concern may help us assess the matter efficiently. Complaints relating to quality should be made as soon as possible after completion, and in any event within a reasonable time. We will consider each issue fairly and in accordance with applicable consumer protection principles.
We may update these terms and conditions from time to time to reflect changes in law, business practice, insurance requirements, or operational needs. The version in force at the time of booking will generally apply to that booking, unless a change is required by law or agreed otherwise. If any provision is found invalid or unenforceable, the remaining provisions will continue in effect. No waiver of a term will operate as a continuing waiver unless confirmed in writing.
These terms are governed by the laws of England and Wales, and any dispute arising from or connected with the services, the booking, or these service terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By confirming a booking with Pimlico Cleaners, the customer acknowledges that they have read, understood, and agreed to be bound by these cleaning company terms in relation to the requested services.
