Terms And Conditions
Sutton Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Sutton Cleaners provides cleaning services to residential and commercial customers in the United Kingdom. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, company or organisation that requests or receives services from Sutton Cleaners.
Services means any cleaning or associated services provided by Sutton Cleaners, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, office cleaning, and specialist cleaning as agreed in writing.
Agreement means the contract between Sutton Cleaners and the Customer comprising these Terms and Conditions and the specific details of the booking as confirmed by Sutton Cleaners.
Cleaner means any employee, worker or subcontractor engaged by Sutton Cleaners to provide the Services.
2. Scope of Services
Sutton Cleaners provides professional cleaning services tailored to the Customer’s requirements as agreed at the time of booking. The scope of work, including the type of service, frequency, approximate duration, and any special instructions, will be confirmed before the service date.
The Services do not include any activity that may put the Cleaner at risk, including but not limited to working at unsafe heights, cleaning external window areas that cannot be safely accessed from inside, moving excessively heavy furniture or appliances, or handling hazardous substances beyond ordinary household products.
Sutton Cleaners reserves the right to refuse or discontinue any task that, in its reasonable opinion, is unsafe, unsuitable, or outside the agreed scope of Services.
3. Booking Process
Customers may request Services through our booking channels, including online forms or other written methods accepted by Sutton Cleaners from time to time.
The Customer must provide accurate and complete information regarding the property, service requirements, access arrangements, parking availability, and any relevant health and safety concerns. Sutton Cleaners relies on the information given by the Customer when providing quotations and scheduling work.
A booking is considered provisional until confirmed by Sutton Cleaners. Confirmation will usually be given in writing, setting out the date, time window, nature of the Services, and any applicable charges or deposits. Once confirmed, a binding Agreement is formed on these Terms and Conditions.
Sutton Cleaners reserves the right to refuse any booking request at its absolute discretion.
4. Service Access and Customer Obligations
The Customer is responsible for providing safe and timely access to the property at the agreed time. If keys are provided, the Customer must ensure that they work properly and that clear instructions are given for entry and alarm systems.
The Customer must ensure that running water, electricity, adequate lighting, and, where required, heating are available at the property for the duration of the service. In the absence of such utilities, Sutton Cleaners may be unable to complete the Services and the visit may be treated as a late cancellation.
The Customer must secure and remove any valuables or fragile items that may be damaged during normal cleaning activities. Where items are particularly delicate or of high value, the Customer must notify Sutton Cleaners in advance and may be advised that such items cannot be cleaned.
Children, pets and other occupants must be supervised by the Customer and kept away from areas where the Cleaners are working, to maintain a safe working environment.
5. Pricing and Quotations
Prices for Services may be based on an hourly rate, a fixed fee, or a combination of both, as indicated at the time of booking. Quotations are given in good faith based on the information provided by the Customer and the typical condition and size of the property.
Sutton Cleaners reserves the right to revise a quotation if the property is substantially larger, dirtier, or more cluttered than described, if additional services are requested, or if circumstances at the property differ materially from those disclosed at the time of booking. Any change in price will be communicated to the Customer before additional work is carried out wherever reasonably possible.
Unless expressly stated otherwise, all prices are inclusive of labour, standard equipment and cleaning materials. Where the Customer requests the use of their own products or specific equipment, this must be agreed in advance and provided in good working order.
6. Payments and Deposits
Payment terms will be specified at the time of booking. Sutton Cleaners may require full or partial payment in advance, particularly for one-off or end of tenancy services, or for larger commercial work.
Where payment is not taken in advance, invoices are payable on completion of the service or within the time stated on the invoice. Time for payment is of the essence of the Agreement.
Sutton Cleaners may accept various forms of payment, including card payments and bank transfers, as notified to the Customer. Cash payments may only be accepted where expressly agreed in advance.
Sutton Cleaners reserves the right to charge interest on overdue amounts at the statutory rate, together with any reasonable costs incurred in recovering late payments.
Deposits, where applicable, are non refundable unless otherwise stated in these Terms and Conditions or required by law.
7. Cancellations and Amendments
The Customer may cancel or reschedule a booking by giving Sutton Cleaners reasonable notice. Unless otherwise agreed, a minimum of 24 hours notice before the scheduled start time is required for regular domestic services, and a minimum of 48 hours notice is required for one-off or end of tenancy services.
Where the Customer fails to provide the required notice, Sutton Cleaners reserves the right to charge a late cancellation fee of up to 50 percent of the estimated service cost, or as otherwise specified at the time of booking.
If the Cleaner is unable to gain access to the property at the scheduled time due to reasons within the Customer’s control, this may be treated as a late cancellation and the applicable fee may be charged.
Sutton Cleaners reserves the right to cancel or amend a booking due to unforeseen circumstances, including but not limited to staff illness, severe weather, access issues, or other events beyond its reasonable control. Sutton Cleaners will use reasonable endeavours to notify the Customer as soon as practicable and to offer an alternative appointment. In such circumstances, Sutton Cleaners shall not be liable for any resulting loss incurred by the Customer.
8. Customer Satisfaction and Complaints
Sutton Cleaners aims to provide high quality cleaning services. If the Customer is dissatisfied with any aspect of the service, they must notify Sutton Cleaners as soon as possible and in any event within 24 hours of the service being provided for domestic work and within 48 hours for commercial work.
Where a complaint is justified, Sutton Cleaners will, at its discretion, arrange for the relevant area to be re cleaned, issue a partial refund, or provide a credit towards future services. This will be the Customer’s sole and exclusive remedy in respect of any dissatisfaction with the Services, to the fullest extent permitted by law.
Complaints made outside the specified time periods may not be accepted, as the condition of the property may have changed after the service was completed.
9. Liability and Insurance
Sutton Cleaners maintains appropriate public liability insurance in respect of the Services it provides. Details of cover are available on request.
While every care is taken by Cleaners, the Customer is responsible for highlighting any particularly fragile, valuable, or irreplaceable items before the service. Sutton Cleaners will not be liable for damage to items that are inherently fragile, not in sound condition, incorrectly installed, or which could not reasonably withstand normal cleaning processes.
Sutton Cleaners’ total liability to the Customer in respect of any loss or damage arising out of or in connection with the Services or the Agreement, whether in contract, tort including negligence, breach of statutory duty, or otherwise, shall be limited to the total fees paid or payable by the Customer for the specific service visit giving rise to the claim.
Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be lawfully limited or excluded.
Sutton Cleaners shall not be liable for any loss of profit, business interruption, loss of data, or any indirect or consequential loss arising from the Services, even if such losses were foreseeable.
10. Damage, Breakages and Reporting
The Customer must report any alleged damage or breakage caused by Sutton Cleaners or its Cleaners as soon as reasonably practicable and no later than 24 hours after the service, providing details and, where possible, photographic evidence.
Sutton Cleaners reserves the right to inspect the damage or to appoint a contractor or insurer to carry out an inspection before any remedial work is undertaken or any compensation is agreed.
Where an item can reasonably be repaired, Sutton Cleaners may choose to arrange or pay for a repair rather than provide a replacement. Where an item must be replaced, Sutton Cleaners may offer a replacement of similar type and quality, taking into account fair wear and tear and depreciation.
11. Waste Handling and Environmental Regulations
Sutton Cleaners complies with applicable UK regulations relating to waste, environmental protection, and the handling of cleaning products.
Unless expressly agreed as part of the service, Sutton Cleaners will not remove household or commercial waste from the property other than small quantities generated as part of the cleaning process, which will generally be placed in the Customer’s normal refuse or recycling containers.
Where the Customer requests removal of larger volumes of waste, bulky items, or materials that may be classified as hazardous, this will only be undertaken where Sutton Cleaners has confirmed in writing that such removal is included in the Services and that all necessary licences or arrangements are in place. Additional charges may apply.
The Customer agrees not to request or require Cleaners to handle or dispose of any items in a manner that would breach local waste regulations or environmental laws. Sutton Cleaners reserves the right to decline any such request.
12. Health and Safety
Sutton Cleaners is committed to maintaining a safe working environment in accordance with applicable health and safety legislation.
The Customer must inform Sutton Cleaners in advance of any known health and safety risks at the property, including structural issues, infestations, hazardous materials or equipment, and any recent contamination such as bodily fluids or sharp objects. Sutton Cleaners reserves the right to refuse or cease work if health and safety risks are identified.
Cleaners may use standard cleaning products that contain chemicals. If the Customer has allergies, sensitivities, or preferences regarding certain products, this must be communicated in advance so that suitable arrangements can be discussed.
13. Keys and Security
Where the Customer provides Sutton Cleaners with keys or access codes, they will be stored and used with reasonable care. The Customer is responsible for ensuring that the property is otherwise adequately secured.
Sutton Cleaners accepts no liability for any loss resulting from keys or access information being incorrect, incomplete, or changing without prior notice.
If a key is lost by a Cleaner, Sutton Cleaners’ liability shall be limited to the cost of cutting a replacement key or, where reasonably necessary, the cost of changing the relevant lock at standard rates.
14. Staff and Non Solicitation
The Customer agrees not to directly employ, engage, or otherwise contract with any Cleaner introduced by Sutton Cleaners for the purpose of receiving cleaning services, other than through Sutton Cleaners, for a period of 12 months from the last date that Services were provided to the Customer by that Cleaner.
If the Customer breaches this clause, they agree to pay Sutton Cleaners a reasonable introduction fee representing a fair estimate of the costs and losses incurred, which will be notified upon request.
15. Force Majeure
Sutton Cleaners shall not be in breach of the Agreement nor liable for any delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. This may include, without limitation, extreme weather, power failures, transport disruptions, accidents, public health events, or acts of government.
In such cases, Sutton Cleaners may suspend the Services for the duration of the event or cancel a booking without liability, using reasonable endeavours to reschedule where possible.
16. Amendments to Terms and Conditions
Sutton Cleaners may update or amend these Terms and Conditions from time to time to reflect changes in law, business practices, or the nature of the Services. The latest version will apply to new bookings at the time they are made.
Where an ongoing service arrangement is in place, Sutton Cleaners will provide reasonable notice of any material changes. Continued use of the Services after such notice will be deemed acceptance of the updated Terms and Conditions.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Agreement.
18. Severability
If any provision or part provision of these Terms and Conditions is or becomes invalid, unlawful or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid, lawful and enforceable. If such modification is not possible, the relevant provision or part provision shall be deemed deleted. Any such modification or deletion shall not affect the validity and enforceability of the rest of these Terms and Conditions.
19. Entire Agreement
These Terms and Conditions, together with any written confirmation or service schedule issued by Sutton Cleaners, constitute the entire agreement between Sutton Cleaners and the Customer in relation to the Services, and supersede any prior understandings, communications or agreements, whether oral or written.
The Customer acknowledges that it has not relied on any statement, promise or representation not set out in these Terms and Conditions or otherwise confirmed in writing.
By booking and using Sutton Cleaners, the Customer confirms that they have read, understood and agree to these Terms and Conditions.
