Paddington Cleaners Terms and Conditions

Welcome to the Paddington Cleaners service terms and conditions. These terms set out the basis on which we provide domestic and commercial cleaning services, including one-off cleans, regular cleaning arrangements, deep cleaning, end-of-tenancy cleaning, and related specialist services. By making a booking, confirming an appointment, or allowing our team to carry out work, you agree to be bound by these terms. Please read them carefully before placing a request for a service.

For clarity, references to “we”, “us”, and “our” mean Paddington Cleaners, and references to “you” and “your” mean the customer receiving or requesting the service. These terms are intended to be fair, transparent, and consistent with applicable UK consumer and business law. They apply to all cleaning services unless we agree otherwise in writing.

We reserve the right to update or amend these terms from time to time. Any revised version will apply to future bookings from the date it is published or otherwise notified to you. Continued use of our services after any update will indicate acceptance of the revised terms. If you do not agree with any part of these conditions, you should not proceed with a booking.

1. Booking process

To arrange a cleaning appointment, you may submit a booking request and provide accurate details about the property, the type of service required, preferred dates and times, access arrangements, parking considerations, and any special instructions. A booking is not confirmed until we have accepted the request and, where relevant, received any required deposit or advance payment. We may decline or reschedule a request where the scope of work is unclear, the requested service is unavailable, or the property conditions appear unsuitable for the service requested.

Before carrying out any Paddington cleaners service, we may ask questions to ensure the correct cleaning plan, estimated duration, and resources are identified. If the information you provide is incomplete or inaccurate, the service may take longer than expected or require an adjusted quotation. Where we have quoted based on a description of the property or task and the actual condition differs materially, we may revise the price before starting work or modify the service scope by agreement.

2. Service scope and access

The exact tasks included in any Paddington cleaning appointment will depend on the service you selected and any written or recorded agreement between us. Unless specifically included, our services do not cover specialist restoration, structural repairs, pest control, biohazard clearance, or work that requires qualifications beyond standard cleaning practice. We may refuse to handle items or areas that are unsafe, contaminated, fragile, or likely to be damaged through ordinary cleaning methods.

It is your responsibility to ensure safe and timely access to the property, including entry instructions, keys, security codes, parking arrangements, and any permissions needed from landlords, managing agents, or other occupants. If we are unable to access the property at the agreed time, or if entry is delayed through no fault of ours, we may charge for waiting time, travel time, or a wasted visit. You must also ensure that electricity, hot water, and any other utilities needed for the service are available unless we agree otherwise.

If any occupants, pets, or third parties are present during the service, you are responsible for ensuring that the environment remains safe and that our staff can work without harassment, interference, or undue obstruction. We may suspend or leave the premises if we believe conditions are unsafe, abusive, or unsuitable for completion of the cleaning. In such circumstances, any cancellation or incomplete service fees may still apply.

3. Payments and charges

Prices may be quoted as fixed fees, hourly rates, or estimated charges depending on the nature of the work. All fees are stated inclusive or exclusive of VAT according to the relevant position of the business at the time of service. Any estimate is based on the information available at the time and is not a guarantee unless we expressly confirm a fixed price in writing. Additional work requested by you, or reasonably required because of the property’s condition, may increase the final charge.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service, although we may require advance payment, a deposit, or part payment for larger bookings, repeat schedules, or specialist work. We accept payment by the methods we specify from time to time. If payment is not made by the due date, we may charge statutory interest and compensation where permitted by law, and we may suspend further services until outstanding sums are settled.

You must not withhold payment for completed work unless there is a genuine dispute relating to the service provided and you have notified us promptly with clear reasons. Any invoice queries should be raised as soon as reasonably possible after receipt. The Paddington cleaners team may also recover reasonable costs associated with debt collection, chargeback disputes, or enforcement of unpaid sums where we are entitled to do so.

4. Cancellations, rescheduling, and missed appointments

If you need to cancel or change an appointment, you should notify us as early as possible. Cancellations made with sufficient notice may not attract a charge, but late cancellations may be subject to a fee to cover reserved time and operational costs. Where a cancellation occurs after our team has already travelled to the property, or where access is not provided, a wasted journey charge may apply. The amount of any charge will depend on the service booked and the notice given.

We may reschedule a booking where necessary due to staff availability, adverse weather, safety concerns, access issues, or circumstances beyond our reasonable control. In such cases, we will aim to offer an alternative appointment within a reasonable timeframe. We are not liable for losses caused by unavoidable delays or postponements, provided we take reasonable steps to notify you and rearrange the service. Where a delay is expected to be significant, we will discuss options with you in good faith.

5. Liability and limitations

We will use reasonable care and skill in carrying out all services. However, cleaning work can involve surfaces, materials, and items that are already worn, fragile, stained, or otherwise susceptible to damage. We are not responsible for pre-existing defects, hidden faults, or damage caused by ordinary wear and tear. You should inform us in advance of any delicate materials, valuable items, or areas requiring special handling so that appropriate precautions can be taken.

To the fullest extent permitted by law, our liability for loss or damage arising from our services is limited to the amount paid or payable for the relevant service, except where liability cannot be excluded or limited by 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 lawfully be excluded. We are not responsible for indirect, consequential, or purely economic losses such as loss of profit, loss of opportunity, or business interruption.

If you believe damage has occurred, you must notify us within a reasonable time and provide details, photographs, and any other information requested so that we can investigate. You must take reasonable steps to prevent further damage after an incident is discovered. Claims made long after the service may be harder to assess and may not be accepted if prompt notice was not given.

6. Customer responsibilities

You are responsible for securing or removing cash, documents, jewellery, medicines, fragile ornaments, and any other items of special value before the service begins. While our staff will act carefully and professionally, we do not accept responsibility for items not disclosed as valuable or for items left in areas being cleaned where a reasonable person would normally expect them to be removed or protected. Where appropriate, you should also ensure pets are restrained or kept away from the work area.

In order to protect both your property and our staff, you agree to provide honest information about hazards, including sharps, mould, contamination, heavy lifting requirements, or restricted access. If you fail to warn us about a risk that later causes delay, injury, additional cleaning time, or damage, we may charge extra or decline further work. You also agree not to ask staff to perform tasks that are unsafe, unlawful, or outside the agreed scope of the service.

Where keys, fobs, codes, or other access devices are held by us on your behalf, we will take reasonable care of them and use them only for the booked service. You must notify us promptly if any access device is lost, changed, or deactivated. Replacement or reprogramming costs caused by changes you make may be charged to you where reasonable.

7. Waste handling and environmental obligations

Our services may produce waste such as packaging, disposable cloths, vacuum contents, or removed debris from agreed cleaning tasks. We will handle waste in line with applicable UK waste regulations and environmental standards, using lawful disposal methods and reasonable segregation practices where required. We do not provide hazardous waste collection unless specifically agreed and permitted by law.

You remain responsible for advising us if any waste, residue, or material at the property is hazardous, regulated, or likely to require specialist disposal. This includes, without limitation, chemical waste, bodily fluids, sharps, asbestos-related material, clinical waste, or contamination requiring licensed handling. If such materials are encountered unexpectedly, we may stop work immediately and advise that a specialist contractor is required. Additional charges may apply if we have already attended the site or if any part of the service has been completed before the issue is discovered.

We may also decline to remove items that are not lawful for us to transport or dispose of, or where doing so would create an environmental or legal risk. By using our cleaning services, you confirm that you will not require us to breach any applicable waste disposal rule, duty of care requirement, or local authority restriction.

8. Complaints, disputes, and service issues

If you are unhappy with any aspect of the service, you should contact us promptly and provide sufficient detail for us to assess the issue. We may request access to the property, photographs, or other evidence so that we can review the matter fairly. Where a service has not been carried out with reasonable care and skill, we may offer to re-clean all or part of the affected area within a reasonable time, or provide another appropriate remedy at our discretion, subject to legal obligations.

Any disagreement should first be handled informally and in good faith. Both parties agree to act reasonably and seek to resolve issues without unnecessary delay or expense. Nothing in these terms prevents either party from pursuing legal remedies where appropriate, but we encourage concerns to be raised early so that we can investigate while the facts remain clear.

9. Governing law

These terms, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

By booking or receiving a Paddington cleaners service, you confirm that you have read, understood, and accepted these terms and conditions. They are designed to ensure a professional, fair, and lawful arrangement for both you and our team, while allowing us to deliver reliable cleaning services with clear expectations and proper safeguards.