Acton Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Acton Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. Please read them carefully before using our cleaning services. If anything in these terms is unclear, you should raise it before the service is scheduled.

In these terms, references to “we”, “us”, and “our” mean Acton Cleaners, and references to “you” mean the customer receiving the service. These terms apply to all standard and one-off bookings, recurring arrangements, end-of-tenancy cleans, deep cleans, specialist cleaning, and any similar service we agree to provide. They are intended to explain how bookings are accepted, how payments are handled, when cancellations apply, and what responsibilities each party has.

We may update these terms from time to time to reflect changes in law, operational requirements, or the way our Acton cleaning company delivers services. The version in force at the time of booking will usually apply to that booking, unless a change is required by law. Your continued use of our services after any update means you accept the revised terms for future bookings.

1. Booking Process

A booking with Acton Cleaners is only confirmed once we have accepted your request and, where required, received any deposit or pre-authorisation we have asked for. A request for a service does not by itself create a binding agreement. We may decline a booking if the requested work falls outside our service range, if access is unsuitable, if we do not have availability, or if the property condition is materially different from the information provided at enquiry stage.

When you make a booking, you must give accurate and complete information about the premises, the type of service required, the size of the property or area, any special instructions, and any known hazards, restrictions, or fragile items. If the information provided is incomplete or misleading, we may adjust the quote, change the scope of work, suspend the service until clarification is obtained, or cancel the booking where necessary. The final price may differ if the actual work required is materially more extensive than originally described.

You must ensure that someone authorised to grant access is present at the appointment time, unless alternative access arrangements have been agreed in advance. If access is not available, we may charge a call-out fee or cancellation fee as set out below. For recurring or periodic Acton Cleaners services, each visit is subject to these same conditions and may be adjusted if the property, access, or instructions change.

Appointment Changes and Service Scope

If you ask us to add tasks on the day of the appointment, we will decide whether they can reasonably be completed within the time booked and whether any extra charge applies. We are not obliged to carry out additional work that is unsafe, impracticable, or outside the agreed service scope. The service description, quotation, or booking confirmation forms part of the agreement and defines what is included. Anything not stated as included should be treated as excluded unless we expressly agree otherwise.

2. Payments and Charges

Our fees are based on the information supplied at booking and may be time-based, fixed-price, or subject to minimum charges depending on the service type. Unless otherwise agreed in writing, all prices are stated in pounds sterling and may be inclusive or exclusive of VAT depending on the nature of the service and any applicable tax treatment. We will make this clear at the point of quotation wherever reasonably possible.

Payment must be made by the method we specify, which may include bank card, bank transfer, or other permitted electronic payment methods. For certain services, payment may be required in advance, on arrival, on completion, or within a stated period after invoicing. Where an invoice is issued, you must pay the full amount by the due date shown. Late payment may result in interest or recovery costs where permitted by law.

Any discount, promotion, or special rate offered by Acton Cleaners applies only if the stated conditions are met and only for the period specified. Discounts cannot usually be combined unless we confirm this in writing. We may revise our prices at any time, but changes will not normally affect bookings already accepted unless the original quote was clearly based on incomplete information, exceptional circumstances, or obvious error.

If the service takes longer than estimated because of heavy soiling, excess waste, restricted access, additional rooms, poor condition, or other issues not disclosed when booking, additional charges may apply. We will act reasonably and inform you where practical before incurring extra fees. You are responsible for ensuring that payment arrangements can be completed at the agreed time.

3. Cancellations, Rescheduling, and Non-Attendance

You may cancel or reschedule a booking by giving us notice within the cancellation period stated at the time of booking or, if no period is stated, within a reasonable time before the appointment. For many services, short-notice cancellation may result in a charge to cover lost time, travel, staff allocation, and preparation costs. The amount charged will be fair and proportionate to the circumstances, and may be higher where the appointment slot could not be reallocated.

If you are not available at the agreed time, or if access is denied, the service may be treated as a late cancellation or failed appointment. In such cases, we may charge the full or partial booking fee if our team has attended or reserved time specifically for you. Repeated missed appointments may lead us to refuse future bookings or require full advance payment.

You may ask to move a booking to another date, and we will try to accommodate reasonable requests where capacity allows. However, rescheduling is not guaranteed. If weather, safety issues, staff illness, or other operational matters prevent us from attending, we may cancel or rearrange the service without liability for any indirect loss. We will seek to offer the earliest reasonable alternative date.

Cancellation by Us

We may cancel a booking where the property presents an unacceptable health and safety risk, where the work requested differs significantly from the agreed scope, where payment has not been made as required, or where we have reason to believe the service cannot be delivered properly or lawfully. In such cases, any refund due will be limited to payments received for work not performed, subject to deductions we are entitled to make under these terms.

4. Liability and Service Standards

We will use reasonable skill and care in providing our Acton cleaning services. However, cleaning work can involve surfaces, materials, fixtures, fittings, and items that are already worn, damaged, unstable, or unsuitable for treatment. We are not responsible for pre-existing damage, hidden defects, deterioration caused by age, poor maintenance, or faults that become apparent during normal cleaning activity.

Before the service begins, you should remove or secure valuables, cash, jewellery, important documents, fragile items, sentimental items, and any objects you do not want handled. While our team will take reasonable care, you remain responsible for safeguarding such items. If you ask us to clean around delicate possessions, electronics, antiques, specialist finishes, or other vulnerable materials, you accept the risk that normal cleaning may not be suitable unless we agree a specific method in advance.

If you believe damage has occurred, you must notify us as soon as reasonably possible and provide supporting evidence, including photographs where appropriate. We may inspect the area, ask for further information, or request that you preserve the condition of the item or surface. We are not liable for claims raised long after the service date where proper notice was not given and the issue could not be investigated promptly.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, our total liability for any claim arising out of a booking will be limited to the amount paid, or payable, for the specific service giving rise to the claim, except where a different limit is required by law.

We are not liable for indirect, consequential, or pure economic loss, including loss of profit, loss of business, or loss of opportunity, unless such loss arises from a breach that we are legally responsible for and cannot exclude. We also do not accept liability for delays caused by events outside our reasonable control, including adverse weather, traffic disruption, public transport issues, emergencies, strikes, power failures, or supply interruptions.

5. Waste Regulations and Disposal

Where our service generates waste, including dust, debris, packaging, disposable cloths, cleaning residue, or removed items agreed for disposal, we will handle that waste in accordance with applicable UK waste laws and duty-of-care requirements. We will not knowingly dispose of controlled, hazardous, or specialist waste unless this has been agreed in advance and can be handled lawfully.

You must tell us before the appointment if the property contains hazardous materials, biological waste, sharps, mould of a serious nature, asbestos-related concerns, chemical residues, or any item that requires specialist disposal or handling. We may refuse to work on, disturb, or remove any material that we believe is unsafe, unlawful, or outside our competence. If specialist contractors or licensed disposal arrangements are required, this will normally be your responsibility unless we have expressly agreed otherwise.

Items removed during a clean remain your property unless you have clearly instructed us to dispose of them and we have agreed to do so. If we remove waste from the property on your instructions, you confirm that you have the right to authorise disposal and that the items are not hazardous, restricted, or subject to separate legal controls. We may charge additional fees for heavy waste, unusually bulky waste, or waste requiring separate handling.

Customer Responsibilities for Waste

You are responsible for ensuring that the property is not contaminated by illegal substances or dangerous materials. If our team discovers such material, we may stop work immediately and leave the premises if necessary to protect health and safety. We may also notify the relevant authorities where required by law. In these circumstances, you will remain liable for any charges already incurred.

6. Customer Obligations

You must provide safe, reasonable access to the property, including keys, alarms instructions, parking information where relevant, and any entry codes needed for arrival. You must ensure the workplace is reasonably safe and that pets are secured, aggressive animals are restrained, and hazardous conditions are addressed before we begin. Our staff may refuse to enter areas that appear unsafe or unsanitary.

You should also provide suitable utilities, including water and electricity, unless the booking specifically states that portable methods will be used. If utilities are unavailable or insufficient, the service may be delayed, reduced, or cancelled. You are responsible for informing us of any allergies, sensitivities, or material-specific concerns before the appointment. Where you ask us to use particular products, we may decline if the product is unsuitable or unsafe.

Any complaint about the quality of a service should be raised within a reasonable time after completion so we can assess the issue and, where appropriate, arrange a remedy. Our preferred remedies may include re-performance of the affected part of the service, partial refund, or another proportionate resolution at our discretion, taking into account the nature of the issue and the circumstances in which it arose.

If you are acting on behalf of a landlord, tenant, agent, business, or other third party, you confirm that you have authority to enter into the booking and to accept these terms for that party. You also confirm that any instructions you provide are accurate and lawful. We may rely on your instructions unless and until we receive written notice that they have been changed or withdrawn.

7. Complaints, Suspension, and Termination

We aim to deliver a reliable Acton Cleaners service, but if issues arise, we encourage you to notify us promptly so we can review the matter. We may ask for photographs, invoices, or other evidence and may inspect the site if appropriate. If a complaint cannot be resolved informally, either party may treat the matter in accordance with these terms and any rights available under UK law.

We may suspend or terminate a booking or ongoing service if you fail to pay, provide false information, create an unsafe environment, abuse staff, interfere unreasonably with the work, or request unlawful or unethical conduct. In such cases, we may charge for work already performed and for any reasonable costs incurred up to the point of termination.

If we terminate a recurring arrangement, we will give reasonable notice where practicable, except where immediate termination is justified by safety, legal, or conduct concerns. Similarly, you may end a recurring service by giving notice in line with the booking terms. Any prepaid sums for unperformed future visits will be handled fairly and in accordance with the agreed cancellation rules.

8. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. Where you are a consumer resident in another part of the UK, you may also be entitled to rely on mandatory protections of the law applicable in your home jurisdiction where those rights cannot be excluded.

Any dispute that cannot be resolved amicably may be brought before the courts of England and Wales, subject always to any mandatory rights you may have under consumer law. If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. These terms form the entire agreement between you and us in relation to the service, unless we agree otherwise in writing.