Merton Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Merton Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms, which are intended to create a clear and fair service agreement for both parties. Please read them carefully before confirming any appointment, recurring service, or one-off clean.

Throughout this document, references to we, us, and our mean Merton Cleaners. References to you and your mean the customer, client, or person making the booking. These terms apply to all standard cleaning appointments, specialist cleaning services, and any related tasks agreed in advance, unless a separate written agreement states otherwise.

For the purposes of these terms, a booking is only considered accepted when we confirm it, either verbally, by message, email, or other written format. Any estimate, quote, or indicative price is provided in good faith, but it may be amended if the scope of work changes, if additional requirements are identified, or if the information supplied by the customer was incomplete or inaccurate.

1. Booking Process

All Merton Cleaners services must be arranged through a booking request and confirmed before work begins. When you request a service, you should provide accurate details about the property, the type of clean required, access arrangements, parking limitations, pets, hazards, and any special instructions. We rely on this information when setting the schedule, assigning staff, and calculating the likely duration and price of the work.

The booking process may include a pre-service assessment, especially where the property is large, has unusual surfaces, includes specialist fixtures, or requires deep cleaning. We may ask for photographs or other information to help us prepare. If the job specification changes after confirmation, we reserve the right to revise the price, the timing, or both. If we cannot reasonably complete the revised work within the arranged appointment, we may decline the additional tasks or offer a separate visit.

It is your responsibility to ensure access to the premises at the agreed time. If our team cannot enter the property because of a missing key, incorrect code, delayed access, or an unavailable representative, the appointment may be treated as a late cancellation or a failed visit. Any waiting time, extra travel, or wasted attendance may be charged at our discretion, subject to fairness and the circumstances of the appointment.

2. Service Scope and Customer Obligations

Our cleaning services are intended to be delivered with reasonable care and skill, in line with the details agreed at the time of booking. Unless specifically stated, our standard service does not include moving heavy furniture, handling hazardous materials, dealing with bodily fluids, cleaning biohazards, or undertaking repairs. If a task requires specialist equipment, training, or certification, it will only be performed if it has been expressly agreed in advance and is lawful and safe to do so.

Customers must remove or secure items of value, fragile possessions, cash, confidential documents, jewellery, and any other articles that may be damaged, misplaced, or mistaken for waste during cleaning. While our staff will act carefully and respectfully, we are not responsible for items left in exposed positions unless loss or damage results from our proven negligence. You should also notify us in advance of any delicate materials, pre-existing defects, or areas requiring special handling.

We may refuse to clean any area that is unsafe, unsanitary, or inaccessible, or where the conditions present a risk to staff, property, or the effective delivery of the service. This includes, without limitation, unstable flooring, exposed wiring, excessive clutter, infestation, aggressive animals, or the presence of prohibited substances. Where a refusal is necessary, we will explain the reason and, where possible, suggest an alternative arrangement.

3. Payments, Pricing, and Invoicing

All prices are stated in pounds sterling unless otherwise agreed. The final charge for Merton Cleaners services may be based on an hourly rate, a fixed fee, or a combination of both, depending on the work requested. If a quote is provided, it applies only to the specific tasks described and assumes the information supplied at booking is correct. Additional work, extended attendance, or changes requested on the day may incur extra charges.

Payment terms will be confirmed at the time of booking or on the invoice. We may require advance payment, a deposit, or payment on completion, depending on the nature of the service and the customer’s status. Accepted payment methods may include bank transfer, card payment, or other approved means. Unless agreed otherwise, payment is due immediately upon completion or within the stated invoice period.

Late payments may result in reminders, suspension of future bookings, or recovery action where necessary and lawful. We reserve the right to charge reasonable costs arising from failed payments, chargebacks, or administration associated with overdue invoices. Any dispute regarding an invoice should be raised promptly and in good faith, with sufficient detail to allow us to review the matter fairly.

4. Cancellations, Rescheduling, and Missed Appointments

Customers may cancel or reschedule an appointment by giving reasonable notice. The amount of notice required may vary depending on the type of service and the amount of planning already undertaken, but we expect customers to act promptly if their circumstances change. Where sufficient notice is provided, we will usually offer a new appointment subject to availability.

If you cancel at short notice, especially after staff have been allocated, travel has begun, or materials have been prepared, we may charge a cancellation fee or retain any deposit paid. In some cases, the full service fee may be due if the cancellation prevents us from offering the slot to another customer. We will always apply such charges fairly and in proportion to the loss reasonably incurred.

A missed appointment occurs where our team attends as agreed but the property is inaccessible, the customer is absent where attendance is required, or the service cannot proceed due to circumstances within the customer’s control. In those situations, we may charge the call-out, waiting time, or a portion of the agreed fee. If we are delayed or unable to attend because of circumstances within our control, we will inform you as soon as reasonably possible and arrange a suitable alternative if available.

5. Liability and Limitations

We will use reasonable care and skill when carrying out all agreed tasks. However, cleaning activities can involve water, chemicals, movement of equipment, and contact with surfaces that may already be worn or defective. We are not liable for pre-existing damage, natural wear and tear, hidden defects, or deterioration caused by age, previous maintenance issues, or unsuitable materials. Customers should make us aware of any known vulnerabilities before the service begins.

To the fullest extent permitted by law, our liability for loss or damage arising from the service will be limited to direct loss only and will not extend to indirect, consequential, or purely economic losses such as loss of profit, loss of opportunity, or business interruption. 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 under UK law.

If you believe our work has caused damage, you must notify us as soon as reasonably possible and in any event within a reasonable period after the service. Where appropriate, we may inspect the issue, request photographs, or arrange a follow-up visit. We will not be responsible for claims where access is denied, evidence is unavailable, or the item or surface has been altered by third parties after the cleaning service.

6. Waste Handling and Environmental Compliance

All waste handling connected with our services will be carried out in accordance with applicable UK waste regulations and relevant environmental obligations. Unless separately agreed, customers remain responsible for the disposal of household refuse, bulky waste, electrical items, confidential waste, and any items that require special collection or treatment. We may place waste into designated containers where part of the agreed service, but we do not act as a waste carrier unless expressly stated.

If any waste, residue, or disposable material is generated during the cleaning process, we will handle it responsibly and in a manner consistent with lawful disposal requirements. We may refuse to remove items that are hazardous, infectious, illegal, or not suitable for ordinary cleaning disposal. Where specialist disposal is needed, the customer must arrange the appropriate service unless we have agreed in writing to do so on their behalf.

You agree not to ask us to dispose of substances or materials that would breach law, regulation, health and safety guidance, or our internal operational rules. This includes sharp waste, controlled substances, asbestos, clinical waste, or items contaminated by hazardous chemicals. If such materials are found at the property, the service may be suspended until the hazard is removed or made safe.

7. Property Conditions, Access, and Health & Safety

Customers must ensure the property is reasonably safe for the service to take place. Floors should be secure, entrances accessible, and any foreseeable hazards disclosed in advance. We may ask that pets are restrained, children are supervised, and fragile or valuable items are moved away from the work area. These steps help reduce the risk of accidental damage and support efficient delivery of the service.

Our staff may stop work immediately if they believe there is a health and safety risk, including exposure to unsafe substances, extreme contamination, aggressive behaviour, or equipment that is not fit for use. If work is stopped for safety reasons, we may still charge for time spent on site and for reasonable travel or preparation costs. We will always aim to explain the issue calmly and, if possible, agree a safer way to continue.

Customers must not interfere with the work in a way that compromises safety or performance. Any attempt to direct staff to use unsuitable products, ignore safety procedures, or clean in a manner contrary to our operational standards may lead to suspension of the appointment. We reserve the right to withdraw from any job where legal compliance, staff welfare, or property protection would otherwise be at risk.

8. Complaints, Amendments, and General Terms

If you wish to raise a concern about the service, you should do so promptly and provide enough information for us to investigate properly. We may ask for photographs, a description of the issue, and confirmation of the relevant appointment details. We will review concerns in good faith and, where justified, may offer a re-clean, partial refund, or other reasonable remedy at our discretion and in line with these terms.

We may update or amend these Terms and Conditions from time to time. Any changes will apply to future bookings unless otherwise agreed in writing. The version in force at the time your booking is confirmed will normally apply to that service, unless a later change is required by law or is expressly accepted by both parties. No variation of these terms is effective unless agreed by us in writing.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. A failure by us to enforce any term on one occasion does not waive our right to enforce it later. These terms form the entire agreement between the parties in relation to the service, unless a separate written contract says otherwise.

9. 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. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory consumer rights or statutory protections that apply under UK law.

By making a booking with Merton Cleaners, you confirm that you have read, understood, and agreed to these terms. We recommend keeping a copy for your records so that both parties have a clear reference point for the agreed service, payment obligations, cancellation rules, and responsibilities relating to access, safety, and waste.