Balham Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Balham Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing a cleaning visit to proceed, the customer agrees to be bound by the terms below. These terms are intended to be clear, fair, and practical, and they apply to all standard and one-off cleaning services, specialist tasks, and related work arranged through the company.

For the purpose of these terms, “we,” “us,” and “our” refer to Balham Cleaners, while “you” and “the customer” refer to the person or organisation requesting the service. The exact scope of each job will depend on the booking details, the condition of the property, and any special instructions agreed before the appointment. Any variation to these terms must be agreed in writing or clearly confirmed by us in advance.

We provide services on the basis that the customer has the legal right to authorise access to the property and to request the relevant cleaning work. If a landlord, tenant, managing agent, or third party books on behalf of another person, that person is responsible for ensuring authority has been granted and that the relevant party is aware of the appointment, pricing structure, and access arrangements.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted the request and communicated the appointment details. A booking may be made by phone, email, online form, or any other method we make available from time to time. When you place a booking, you must provide accurate information about the property, the type of work required, access conditions, parking or entry restrictions, and any special requirements that may affect the cleaning schedule or the final price.

At the point of booking, we may provide an estimated duration, an indicative quotation, or a fixed price depending on the type of service and the information supplied. Any quotation is based on the assumptions shared at the time. If the property condition, size, or requested tasks differ materially from the information originally given, we reserve the right to revise the price, alter the duration, or decline additional work. We will use reasonable efforts to explain any change before proceeding.

It is the customer’s responsibility to ensure safe, timely, and lawful access to the property at the booked time. If our team cannot gain access because keys, codes, entry permission, parking, or attendance arrangements were not properly organised, the visit may be treated as a late cancellation or failed appointment. In such cases, a call-out fee or the full service charge may apply, depending on the circumstances and the amount of time reserved.

Payments and Charges

Prices are stated in pounds sterling and may be subject to VAT where applicable. Unless otherwise agreed, payment is due on completion of the service or in accordance with the payment terms stated on the booking confirmation or invoice. We may require advance payment, part payment, or card authorisation for certain types of work, particularly where specialist materials, extended labour, or scheduled slots are involved.

Accepted payment methods may include bank transfer, debit card, credit card, and other methods we specify. Cash payments, if accepted, must be made in full and in the correct amount. Where payment is not received by the due date, we may charge interest on overdue sums at the statutory rate and recover reasonable costs incurred in collecting outstanding amounts. We also reserve the right to suspend future services until payment issues are resolved.

Any quoted price relates only to the tasks expressly included in the booking. Extra tasks, heavy soiling, biohazard-related cleaning, excessive waste removal, or the use of specialist products may attract additional charges. If we identify work that falls outside the original scope, we will normally discuss the likely cost before continuing. The customer remains responsible for payment of all approved additions and for any reasonable expenses incurred with prior agreement.

Cancellations, Rescheduling, and Missed Appointments

Customers may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service and the scheduled duration, but as a general rule we ask for at least 24 hours’ notice. If a cancellation is made after work has commenced, or if our team has already travelled to the site, the customer may be charged in full or in part for time, labour, and any materials already used.

If you need to change the appointment time or date, we will try to accommodate the request, but rescheduling depends on availability. Repeated changes, late notice, or missed access may affect future bookings and may result in a deposit being required for subsequent appointments. We are not liable for any loss caused by changes made in response to circumstances outside our control, including staff illness, severe weather, transport disruption, or emergencies affecting service delivery.

If a customer fails to attend, fails to provide access, or asks us to leave before the agreed service is completed without a valid reason, the booking may be recorded as a failed visit. In such cases, reasonable charges may apply for the reserved time and any preparatory work. If we are required to wait beyond the agreed arrival window due to access issues, we may charge waiting time at our standard rate or terminate the appointment if delays are excessive.

Service Standards and Customer Responsibilities

We aim to perform every cleaning service with reasonable care and skill and in accordance with the service description agreed at booking. However, the outcome of cleaning work may depend on the age, condition, and finish of the items or surfaces being treated. Some marks, stains, odours, or ingrained dirt may be difficult or impossible to remove completely, even where professional products and methods are used.

The customer must ensure that the property is reasonably prepared for the work. This includes securing valuables, removing fragile items from areas to be cleaned where appropriate, and notifying us of any hazards, pets, or items requiring special handling. Unless expressly agreed, we are not responsible for moving heavy furniture, disconnecting appliances, lifting floor coverings, or carrying out work that could create risk to people or property.

You must tell us in advance about any health and safety concerns, including but not limited to electrical faults, structural defects, water leaks, asbestos, bodily fluids, hazardous substances, or infestations. We reserve the right to refuse, pause, or stop work if we believe the property presents an unsafe environment or if the requested task falls outside our competence, insurance cover, or legal obligations.

Liability and Limitations

We will take reasonable care when carrying out all work, but liability is limited to the extent permitted by law. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we will not be responsible for indirect loss, loss of profit, loss of business, or consequential damage arising from the provision or failure of the cleaning service.

Our responsibility for direct loss or damage caused by our proven negligence is limited to the lesser of the amount paid for the relevant service or the cost of repair or replacement of the affected item, subject to a fair assessment. We do not accept liability for pre-existing damage, wear and tear, hidden defects, loose fittings, unstable fixtures, or items that are fragile or improperly secured. Customers should remove or protect valuable, delicate, or sentimental items before work begins.

Claims for loss or damage must be reported to us within a reasonable time and, in any event, as soon as practicable after the issue is discovered. Where possible, the customer should provide photographs, a description of the issue, and any supporting evidence. We may inspect the area or item concerned and may require the opportunity to investigate or rectify the matter before any admission of liability or settlement is considered.

Waste Regulations and Disposal

Any waste collected during a service will be handled in accordance with applicable UK waste management rules and environmental requirements. We will only remove waste where this is included in the service scope or separately agreed in advance. The customer remains responsible for identifying any item or substance that may be controlled, hazardous, clinical, or otherwise subject to special disposal rules. We do not accept unlawful, dangerous, or unlabelled waste for removal.

Where waste removal is arranged, the customer must accurately describe the contents and provide any necessary information about risk, segregation, or handling requirements. Certain materials may require specialist disposal or may not be suitable for collection as part of a standard cleaning appointment. If we discover prohibited items, we may refuse to move, handle, or dispose of them and may charge additional fees if a special handling process is needed and legally permitted.

We will not be responsible for penalties, fines, or losses arising from incorrect waste declarations made by the customer or from the presence of substances not disclosed before the service began. The customer must ensure that waste presented for removal does not breach environmental, health and safety, transport, or disposal regulations. Where appropriate, proof of lawful disposal may be provided in line with our normal operating procedures.

Complaints, Remedies, and Service Review

If you believe the cleaning service has not been carried out in line with the agreed scope, you should notify us promptly so we can assess the issue. We may offer a re-clean, partial refund, price adjustment, or other reasonable remedy depending on the nature of the complaint and whether the concern was caused by our performance. Any remedy will be considered on a case-by-case basis and will not exceed what is fair and proportionate.

We are not obliged to refund or re-attend where the issue arises from unclear instructions, restricted access, unsuitable property conditions, omitted information, or circumstances beyond our control. If you have not given us a reasonable opportunity to investigate or correct an alleged shortfall, this may affect the remedy available. Any remedy offered does not constitute an admission of broader liability.

Customers agree to act reasonably and not to withhold payment for undisputed elements of the service while a separate complaint is being reviewed. Where a dispute cannot be resolved informally, both parties should first attempt to settle the matter through good-faith negotiation before resorting to formal action. This helps keep the process efficient, fair, and proportionate for all involved.

General Terms and Governing Law

We may update these Terms and Conditions from time to time to reflect changes in our services, operational practices, or legal obligations. The version in force at the time of booking will normally apply to that booking unless a later change is required by law. If any part of these terms is found unenforceable, the remaining provisions will continue in full force and effect.

Nothing in these terms gives any third party a right to enforce the contract unless such right is required by law. Failure by us to exercise a right or remedy on one occasion does not mean that right is waived. These terms, together with the booking confirmation and any written amendments, form the entire agreement between the customer and Balham Cleaners relating to the relevant service.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the services, these terms, or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms as the basis of the service.