Mayfair Cleaner Service Terms and Conditions

These service terms and conditions set out the basis on which Mayfair Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, requesting a quotation, or allowing a cleaning appointment to proceed, the customer agrees to be bound by these terms. The purpose of this document is to define the rights and responsibilities of both parties clearly, so that the cleaning service is delivered fairly, safely, and with reasonable expectations on both sides.

In these terms, references to “we”, “us”, and “our” mean Mayfair Cleaner, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to all standard cleaning appointments, deep cleans, end-of-tenancy cleans, after-builder cleans, specialist requests, and any related add-on services unless a separate written agreement states otherwise. Please read this document carefully before confirming a booking.

We reserve the right to amend these terms from time to time. Any updated version will apply to bookings made after the date of publication or notification, as applicable. If a customer has an ongoing service arrangement, reasonable notice of material changes will be given where practical. Nothing in these terms affects any statutory rights that cannot be excluded or limited under UK law.

1. Booking Process

Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment requested. Availability is subject to scheduling, staffing, and service type. We may decline or reschedule a booking where the requested work is outside our service scope, where access conditions are unsuitable, or where sufficient information has not been provided.

At the time of booking, you must provide accurate and complete information, including the property type, approximate size, preferred date and time, required cleaning tasks, and any known hazards or access restrictions. If the information supplied is incomplete or inaccurate, the final service may differ from the original estimate and any additional time, labour, or materials required may be charged accordingly. Mayfair Cleaner may rely on the details you provide when preparing a quotation or assigning staff.

We will use reasonable efforts to attend on the agreed date and time, but appointment times are estimates and may be affected by traffic, operational delays, weather, access issues, or circumstances beyond our control. If we anticipate a significant delay, we will try to inform you as soon as reasonably possible. Where the customer is not present, you must ensure that access arrangements are clearly agreed in advance and that entry to the property is lawful and safe.

2. Services, Scope, and Customer Responsibilities

Our cleaning services are provided with reasonable care and skill. The exact scope of work will depend on the service booked, the instructions given, and the condition of the premises at the time of attendance. Unless expressly included, we do not provide repairs, moving of heavy fixtures, structural work, or specialist treatment of materials that require a trade other than cleaning. We may refuse to handle items that are fragile, unsafe, contaminated, or likely to be damaged by ordinary cleaning methods.

You must ensure that the premises are reasonably accessible and that the areas to be cleaned are suitable for safe working conditions. This includes, where relevant, providing running water, electricity, ventilation, and access to key areas. You are responsible for securing valuables, cash, jewellery, documents, and other items of personal or commercial value before the service begins. We are not responsible for delays or reduced service quality caused by overcrowding, restricted access, locked rooms, or unsafe conditions that prevent the cleaning team from completing the work properly.

Where you request the use of specific products, equipment, or methods, we may agree to do so at our discretion, provided they are appropriate and safe. If you request that certain surfaces, fabrics, or fittings are handled in a particular way, you should tell us before the booking is accepted. We may refuse to use customer-supplied products if we consider them unsuitable, unsafe, or likely to void manufacturer guidance. Any special instruction should be confirmed in writing where possible.

3. Payments and Pricing

Prices may be quoted as fixed fees, hourly rates, or on the basis of an estimated service duration. Unless stated otherwise, quotations are based on the information available at the time and may change if the actual circumstances differ materially from those described. Additional charges may apply for heavier soiling, extra rooms, isolated access, specialist waste handling, parking costs where unavoidable, or requests made after the booking has been confirmed.

Payment terms will be confirmed at the time of booking. We may require full or partial payment in advance, particularly for larger jobs, repeat appointments, or services requiring the reservation of specialist equipment or staff. Where post-service invoicing is agreed, payment must be made by the stated due date. Late or failed payments may result in suspended services, the addition of lawful recovery costs, and the refusal of further bookings until outstanding balances are settled.

All stated prices, unless expressly noted otherwise, are exclusive of VAT or other applicable taxes. If VAT applies, it will be added at the prevailing rate. We may revise prices from time to time, but any change will not affect a booking that has already been confirmed unless the scope of work changes or the original quotation was based on incorrect or incomplete information. Payment is due for the service ordered, not simply for the outcome desired.

4. Cancellations, Rescheduling, and No-Access Situations

You may cancel or reschedule a booking by giving reasonable notice. Where a cancellation is made within the notice period stated at booking, no cancellation fee may apply. If insufficient notice is provided, or if staff have already been allocated and travel arrangements made, we may charge a cancellation fee to reflect our losses and administrative costs. Any deposit paid may be retained in full or in part where allowed by law and where notice is not given in time.

If we arrive at the property and cannot complete the service because access has not been provided, the premises are unsafe, the customer is absent where attendance is required, or the work area is materially different from what was described, the appointment may be treated as a late cancellation or a wasted visit. In such cases, the call-out fee, minimum booking fee, or a reasonable proportion of the quoted price may still be payable. We will act fairly and proportionately when assessing these situations.

We also reserve the right to cancel or reschedule a booking where circumstances beyond our control make it impractical or unsafe to proceed, including severe weather, staff illness, equipment failure, security concerns, or significant disruption to transport. If we cancel for reasons within our control, we will offer a reasonable alternative appointment or a refund of any amount paid for the cancelled element of the service. Our liability in these cases is limited as set out below and does not extend to indirect losses.

5. Liability and Limitations

We will carry out all work with reasonable care and skill. If we damage property while acting negligently, we will investigate the matter and, where appropriate, repair the damage, arrange a proportionate replacement, or offer a fair financial remedy. However, we are not liable for pre-existing damage, wear and tear, hidden defects, faulty fixtures, unstable fittings, or deterioration caused by age, poor maintenance, or unsuitable materials.

To the fullest extent permitted by law, we shall not be liable for loss of profit, loss of business, loss of opportunity, loss of data, indirect loss, or consequential damage arising from or connected with the service. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. Any claim must be reported promptly and with reasonable detail so that we may investigate it properly.

If an item is especially valuable, irreplaceable, fragile, or of sentimental importance, you should notify us before the booking is accepted. We do not accept responsibility for items that should reasonably have been removed, secured, or disclosed in advance, particularly where they are left in exposed areas, behind furniture, or in places likely to be disturbed during cleaning. Where appropriate, we may ask you to sign off on work completed or on any unusual instructions given.

6. Waste Regulations and Responsible Disposal

As part of our cleaning services, we may generate waste such as packaging, disposable cloths, dust, debris, or general refuse. Waste handling will be carried out in accordance with applicable UK requirements and with reasonable environmental care. Unless expressly agreed otherwise, we are not responsible for removing controlled, hazardous, clinical, asbestos-related, or specialist waste. If such waste is discovered, the customer must arrange lawful handling by an appropriately licensed provider.

You must tell us in advance if the property contains waste that may be hazardous, contaminated, sharp, broken, mould-affected, vermin-related, or otherwise requiring special disposal. We may decline to proceed until the risks have been assessed. Where we agree to remove general waste, it remains your responsibility to ensure that disposal is lawful, permitted, and consistent with site rules, landlord requirements, or local collection arrangements. We will not knowingly dispose of anything in breach of waste regulations or environmental obligations.

Mayfair Cleaner may segregate waste where appropriate and use suitable bags, containers, and handling procedures. Items that appear to be hazardous, sensitive, or regulated may be left in place or isolated for safety reasons. The customer must indemnify us against claims arising from undisclosed waste, incorrect classifications, or instructions that would require unlawful disposal. If a legal duty requires record-keeping or special handling, you agree to cooperate reasonably with any related request for information.

7. Complaints, Reperformance, and Service Review

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible and provide a clear explanation of the issue. This allows us to assess whether the concern can be corrected through a return visit, partial reperformance, or another suitable remedy. Complaints raised promptly are more likely to be resolved efficiently and fairly. We may request photographs or other evidence to help us understand the issue.

Where a valid complaint is accepted, our first option may be to return and complete or correct the relevant part of the service within a reasonable time. If a return visit is not practical, we may instead offer a partial refund or another proportionate remedy. No refund will be due for issues arising from factors outside our control, including poor pre-existing condition, hidden contamination, or the customer’s failure to provide accurate instructions or access.

Any claim or concern should be raised in good faith and with reasonable cooperation. We are not obliged to accept complaints made long after the service date where the condition of the premises may have changed. This clause does not limit rights that a consumer may have under applicable UK law relating to services not carried out with reasonable care and skill.

8. Governing Law

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales, unless mandatory law provides otherwise. The parties agree that the courts of England and Wales shall have jurisdiction, although we may choose to pursue debt recovery or injunctive relief in any competent court where necessary.

If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision shall be treated as severed to the extent required, and the remainder of the terms shall continue in full force and effect. Failure by us to enforce any right or remedy on one occasion shall not prevent us from enforcing that right or remedy later. These terms constitute the entire agreement between the parties in relation to the service, subject to any written variation agreed by us.

By confirming a booking with Mayfair Cleaner, you acknowledge that you have read, understood, and agreed to these terms and conditions. They are intended to create a balanced and transparent service framework for both residential and commercial customers, while reflecting ordinary UK legal expectations for cleaning services. We recommend keeping a copy of this document for your records.