Sutton Cleaners Service Terms and Conditions

These Service Terms and Conditions set out the basis on which Sutton Cleaners provides domestic and commercial cleaning services, specialist cleans, and related tasks to customers in the UK. By making a booking, confirming a quotation, or allowing work to commence, the customer agrees to be bound by these terms. These terms are designed to create a clear and fair arrangement for both parties, covering the booking process, payments, cancellations, liability, waste handling, and governing law. Nothing in these terms affects any rights you may have under UK consumer law.

For the purposes of these terms, references to we, us, and our mean Sutton Cleaners, and references to you and your mean the customer or any authorised person acting on the customer’s behalf. The service description, quotation, and any job notes agreed in writing form part of the contract. If there is any inconsistency, these terms apply unless we expressly agree otherwise in writing.

Our services may include routine housekeeping, one-off cleaning, end-of-tenancy cleaning, office cleaning, deep cleaning, and other non-specialist cleaning tasks agreed in advance. We may refuse or limit work where a task is unsafe, unlawful, outside our competence, or likely to require equipment, time, or specialist skills not included in the quotation. We reserve the right to update these terms from time to time, and the version in force at the time of booking will apply to that service.

1. Booking process

Bookings can be made by any method we make available from time to time, including by phone, email, online enquiry, or written confirmation through an approved booking channel. A booking is not confirmed until we have accepted the request, checked availability, and issued confirmation of the service date, estimated duration, scope, and price. Where we provide a quotation, that quotation is based on the information supplied by you and on any inspection, photographs, or description reasonably relied upon at the time.

It is your responsibility to give accurate and complete information before the visit. This includes the property type, access arrangements, number of rooms or areas to be cleaned, presence of pets, contamination, hazards, parking restrictions, and any special instructions. If the information provided is incomplete or inaccurate, we may revise the price, amend the timetable, or withdraw from the booking if the revised scope is not accepted. Where access is delayed or prevented, waiting time or abortive visit charges may apply.

2. Service standards and customer obligations

We will carry out the agreed cleaning service with reasonable care and skill, using suitable methods and products for the task. However, some materials, surfaces, stains, odours, or pre-existing conditions may not be fully removable. Customers must ensure that the property is reasonably safe for our staff to work in and that water, electricity, lighting, and access points are available where needed. You must also remove or secure valuables, sensitive documents, fragile items, and any items you do not want moved unless we have agreed otherwise in advance.

If any item appears unsafe to move, unstable, damaged, or likely to cause injury, we may leave it in place or refuse to handle it. We are not responsible for delays arising from missing keys, blocked access, unsafe conditions, or failure to provide the necessary facilities. Any request to clean areas with severe contamination, body fluids, mould, vermin evidence, or hazardous residues must be disclosed before booking so that appropriate arrangements can be assessed.

Where our team is asked to use customer-provided equipment or products, we may decline to use them if they are unsuitable, unsafe, damaged, or inconsistent with the service standard. We may substitute a product or method where necessary to protect surfaces, reduce risk, or improve results. A reasonable level of variation in appearance, finish, or fragrance does not mean the service has failed if the agreed work has been carried out properly.

3. Payments and charges

Unless otherwise agreed, prices are quoted in pounds sterling and are payable in full by the deadline stated in the booking confirmation or invoice. For regular cleaning, payment may be due after each visit, weekly, monthly, or on another agreed schedule. For one-off or specialist services, we may require a deposit or full prepayment before the appointment is secured. We may also request immediate payment where the service has been completed and an invoice is issued on the day.

Our quotations may be based on time, scope, property size, condition, and any additional requirements. If the actual condition of the property or the amount of work required is materially different from the information provided, we may reasonably adjust the charge. Additional costs may apply for parking, congestion, waiting time, after-hours attendance, extra labour, specialist products, or waste removal if these were not included in the original quote. Any such changes will be explained as soon as reasonably practicable.

Late payments may result in suspension of future services until all outstanding sums are cleared. We may charge interest and reasonable recovery costs on overdue amounts in accordance with applicable UK law. If a payment is reversed, declined, or cancelled after work has been completed, you remain responsible for the amount due, including any bank or administrative charges we incur. All discounts, promotional rates, and package pricing are offered at our discretion and may be withdrawn or changed for future bookings.

4. Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking by giving us notice within the time stated in your confirmation. If no specific notice period is given, a reasonable minimum period applies, and we ask that you notify us as early as possible. Cancellations made at short notice may attract a cancellation fee to reflect the reserved time, staff allocation, and preparatory costs. Where products have been purchased or a specialist team has already been assigned, those costs may also be charged.

If you are not present at the agreed time or we are unable to gain access, the appointment may be treated as a missed visit. In that event, a call-out or abortive visit charge may apply, and the service may need to be rebooked subject to availability. We will try to offer a new date where reasonable, but repeated cancellations or access failures may result in refusal of future bookings. If we need to reschedule due to staff illness, weather, operational issues, or unforeseen circumstances, we will notify you promptly and arrange an alternative appointment where possible.

For services booked at a distance or outside business premises, any statutory right to cancel under UK consumer law will apply only where it is legally available and subject to any lawful exceptions. If you ask us to start work within the cancellation period, you agree that you may be required to pay for the work already carried out if you later cancel in accordance with the law. This does not affect any rights you may have in relation to faulty or misdescribed services.

5. Liability and limitations

We will use reasonable care and skill in providing Sutton Cleaners services, but our liability is limited as set out in this section. We are not responsible for loss or damage caused by information you failed to provide, items you failed to secure, hidden defects, pre-existing wear and tear, or conditions beyond our reasonable control. We are also not responsible for indirect or consequential loss, loss of profit, loss of opportunity, or emotional distress arising from a booking, unless such liability cannot be excluded by law.

Where damage is caused by our negligence, our liability will normally be limited to the reasonable cost of repair or replacement of the affected item, taking account of its age, condition, and actual value. You must notify us of any alleged damage or complaint within a reasonable time after the service, and in any event as soon as practicable so that we may investigate. Failure to allow us an opportunity to inspect the issue may affect any claim. We may choose to repair, replace, or refund at our discretion where appropriate and lawful.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded under UK law. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force. Any waiver of a term must be in writing and should not be treated as a waiver of future rights.

6. Waste regulations and disposal

Where our work produces waste, we will handle it in a responsible and lawful manner in line with applicable UK waste regulations. We will only remove, transport, or dispose of waste if this has been agreed in advance and if it is lawful and safe to do so. Customers must tell us in advance if the waste includes sharps, chemicals, electrical items, contaminated materials, biohazards, or any other regulated item. We may refuse to move or dispose of anything that requires a specialist licensed contractor.

General waste created during cleaning, such as packaging, disposable cloths, and other routine non-hazardous materials, may be collected or bagged as part of the service where agreed. However, waste transfer, skip hire, hazardous waste treatment, and specialist disposal are not automatically included unless stated in the quotation. You remain responsible for the lawful storage and disposal of waste not expressly taken away by us. Where we assist with removal, you warrant that the waste is correctly described and does not contain prohibited or dangerous contents unless disclosed and accepted in writing.

If we reasonably believe that waste on site breaches safety rules or environmental requirements, we may suspend work until the issue is resolved. We may also charge for additional time, protective equipment, or disposal arrangements required because of undisclosed waste. Customers are responsible for ensuring that any waste handed to us can be lawfully transferred and that all necessary consents have been obtained. We reserve the right to refuse any task that would require us to act unlawfully or outside our permitted operating procedures.

7. Complaints, service issues, and corrective action

If you are dissatisfied with any aspect of the service, you should notify us promptly with a clear description of the issue and, where appropriate, supporting photographs. We may ask for access to the property again so that we can review the concern. If we determine that work has not been performed in line with the agreed service, we may offer to re-clean the relevant area, provide a partial refund, or take another reasonable corrective step. The remedy offered will depend on the nature of the issue and the circumstances of the booking.

We do not guarantee that every stain, mark, odour, or build-up will be removed, especially where the surface has been damaged, neglected, or treated previously with unsuitable products. Any complaint should relate to the agreed service scope and not to outcomes that were impossible or impractical to achieve. A customer’s refusal to allow reasonable corrective action may affect any claim for refund or compensation. This process does not limit your statutory rights where applicable.

We may suspend or terminate future services if there is abuse, harassment, repeated non-payment, unsafe conditions, or deliberate misrepresentation. Any termination will not affect rights and obligations accrued before termination, including payment for work already completed and lawful charges incurred. We may also decline further service where we reasonably believe the relationship has broken down or continued attendance would present a risk to our staff or operations.

8. Insurance, force majeure, and final provisions

We maintain appropriate insurance cover for the type of services we provide, subject to the policy terms and exclusions. Insurance does not alter the customer’s duty to protect fragile or valuable items, nor does it extend to losses outside the scope of our responsibility. Events beyond our reasonable control, including severe weather, utility failure, transport disruption, pandemic-related restrictions, industrial action, or other force majeure events, may prevent us from attending or completing a booking. In such cases we will seek to rearrange the service where possible, but we will not be liable for delays caused by those events.

These terms constitute the entire agreement between the parties for the relevant booking, unless varied in writing. No person other than the parties has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999, unless we expressly agree otherwise. Headings are for convenience only and do not affect interpretation. If we do not enforce a right or remedy immediately, that does not mean we waive it.

The governing law of these terms is the law of England and Wales, Scotland, or Northern Ireland, depending on where the service is supplied and where mandatory consumer rules require. Any dispute relating to these terms or the services will be subject to the non-exclusive jurisdiction of the courts of the relevant part of the UK, unless the law requires otherwise. By booking Sutton Cleaners, you confirm that you have read, understood, and accepted these Service Terms and Conditions.