Pimlico Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Pimlico Cleaners provides cleaning services to domestic and commercial customers across the UK. By making a booking, requesting a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before confirming any service. These terms are designed to make the booking process clear, explain how payments and cancellations are handled, and define the responsibilities of both parties. They also cover liability, waste handling, and the law that applies to our agreement.

For the purposes of these Terms and Conditions, references to “we”, “us”, “our”, or “the company” mean Pimlico Cleaners, and references to “you” or “the customer” mean the person, business, or organisation receiving the service. The words “cleaning services”, “service”, or “work” include any agreed cleaning task, whether one-off, recurring, deep, after-builders, end-of-tenancy, specialist, or office cleaning. These terms are intended to be fair and practical, and they apply unless we have agreed something different in writing.

Nothing in these Terms and Conditions affects your statutory rights as a consumer. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force. Headings are included for convenience only and do not affect interpretation. In these terms, a cleaning service agreement is formed when we accept your booking and you confirm the job, whether online, by email, by phone, or through another written method.

1. Booking Process

Bookings for Pimlico Cleaners services may be requested by the customer after an estimate, quotation, or initial service enquiry. A booking is not confirmed until we have accepted the request and provided you with a confirmation containing the agreed scope, date or time window, service type, and any important conditions. We may request additional information before accepting a booking, such as access details, parking restrictions, property type, number of rooms, or any special requirements relevant to the work.

When booking, you must provide accurate and complete information. This includes details about the property, the condition of the premises, the nature of any stains, damage, hazards, or access issues, and whether any items require special handling. If the information supplied is incomplete or incorrect, we may adjust the price, change the time needed, revise the planned service, or cancel the booking if we are unable to safely or properly carry out the work. Any quotation is based on the information available at the time and may be revised if the actual conditions differ materially from those described.

We reserve the right to refuse or decline any booking at our discretion, including where the service requested is outside our operational scope, where it would be unsafe to proceed, or where we believe the requirements are unreasonable or unsuitable. If a service is booked for a specific date and time, we will use reasonable efforts to attend within the scheduled period. However, arrival times are estimates and may be affected by traffic, weather, delays at previous jobs, or circumstances beyond our control. Unless otherwise agreed, the duration of the service is estimated and may vary according to the condition and size of the area to be cleaned.

Our team may require access to the premises on arrival. If access is not available, or if the property is not ready for work, we may treat the booking as cancelled and apply the applicable charges. You are responsible for ensuring that the premises are reasonably prepared for cleaning, including the removal of valuables, fragile items, and any objects you do not want disturbed. We do not accept responsibility for delays caused by the customer’s failure to prepare the premises appropriately.

For recurring services, ongoing appointments are subject to the same terms unless we agree a separate arrangement in writing. Either party may request changes to future visits, but no change takes effect until confirmed by us. If you ask us to add extra tasks during a visit, we may agree to do so, but the fee may be adjusted accordingly. The final decision on whether a requested task can be completed safely, legally, and within the available time remains with us.

2. Payments and Charges

All prices are stated in pounds sterling unless otherwise indicated. Charges may be based on an hourly rate, a fixed fee, a quotation, or a combination of these methods depending on the service type. Any estimate provided before a booking is confirmed is not a final fixed price unless we expressly state that it is. If the cleaning takes longer than expected because of the condition of the premises, an increased workload, restricted access, or additional tasks requested by you, we may charge for the extra time or materials used.

Payment is due according to the terms stated in the booking confirmation or invoice. In many cases, payment is due on completion of the work, though we may request a deposit, advance payment, or partial payment for larger or specialist jobs. If a deposit is required, the booking may not be secured until the deposit has been received. We reserve the right to suspend or withhold services if any outstanding balance has not been paid by the due date.

Where payments are made by bank transfer, card, online payment, or another approved method, you must ensure that the full amount is received without deduction unless a deduction is required by law. Any fees charged by your bank or payment provider are your responsibility. We may charge interest or reasonable recovery costs on overdue sums where permitted by law. Any dispute about an invoice must be raised promptly and in any event within a reasonable time after receipt of the invoice.

Should the customer fail to pay on time, we may take steps to recover the amount owed, including suspending future bookings, charging reasonable administrative costs, or referring the matter to a debt recovery process where lawful. If a payment is reversed, disputed without valid reason, or subject to a chargeback after services have been delivered, we may recover the unpaid amount and any associated costs. We are not obliged to release reports, certificates, or other service-related documents until payment has been made in full where such documents are connected to the work completed.

3. Cancellations and Rescheduling

Cancellations or requests to reschedule should be made as early as possible. We may set a minimum notice period for cancellation or change, and this will be stated in the booking confirmation where applicable. If you cancel after we have reserved time and resources for your job, we may charge a cancellation fee that reflects the loss of business, travel, preparation time, or any materials already purchased specifically for your service. Short-notice cancellations are particularly likely to attract a charge.

If you need to reschedule, we will try to accommodate an alternative date or time, but availability cannot be guaranteed. Where a booking is moved with less notice than required, the original fee or part of it may still be payable. If we must cancel or reschedule due to illness, operational issues, safety concerns, or circumstances beyond our control, we will notify you as soon as reasonably possible and offer an alternative date where appropriate. Our liability for cancellation is limited to the amount already paid for the affected service, except where otherwise required by law.

4. Liability and Service Standards

We will perform our services with reasonable care and skill, using suitable equipment and materials for the agreed work. However, cleaning involves working with surfaces, fabrics, fixtures, and items that may already be delicate, aged, defective, or unsuitable for certain treatments. We are not responsible for pre-existing damage, hidden defects, wear and tear, manufacturing faults, or deterioration caused by normal use. Customers should inform us of any known issues before the service begins, including fragile surfaces, loose fittings, special finishes, or items requiring delicate handling.

Where we handle objects left accessible in the property, you are responsible for securing or removing valuables, cash, jewellery, important documents, and irreplaceable items. We will take reasonable care, but we are not liable for loss or damage arising from items not properly secured, from insufficient notice of fragility, or from inaccurate instructions given by the customer. If you ask us to move furniture or appliances, you confirm that they are safe to move and that no hidden connections, leaks, or structural issues present a risk. We may decline to move items where doing so could cause damage or injury.

Our liability for loss or damage caused by our negligence is limited to the lesser of the value of the affected service or the amount recoverable under any applicable insurance, except where such limitation is not permitted by law. We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded. If you believe damage has occurred, you must notify us promptly and provide reasonable evidence and access to inspect the issue. Failure to do so may affect any claim.

We are not liable for indirect or consequential losses, including loss of profit, business interruption, or loss of opportunity, except where such exclusion is prohibited by law. Any claim must be made within a reasonable period after the service date and before the affected area has been altered, re-cleaned, or repaired by a third party, unless this is unavoidable. If we agree that a service was not carried out with reasonable care and skill, our remedy may include re-performing the relevant work, a partial refund, or another fair resolution at our discretion, subject always to legal rights that cannot be limited.

5. Waste, Removal, and Regulatory Compliance

All waste arising from the cleaning service remains the responsibility of the customer unless we have expressly agreed in writing to remove it. Where waste removal is part of the agreed service, it will be carried out in accordance with relevant UK waste regulations and any applicable local authority rules. You must not ask us to remove hazardous, clinical, electrical, chemical, asbestos-related, or other controlled waste unless we have specifically agreed to do so and are legally permitted to handle it. Any such materials must be disclosed in advance.

If waste is present at the property, you must ensure it is correctly identified, separated where necessary, and stored safely. We may refuse to handle waste that we believe is unsafe, contaminated, unlawful to transport, or beyond the scope of our service. Where waste transfer documentation, permits, or specialist disposal arrangements are required, these must be arranged in advance and may incur additional charges. Any items removed from the premises under an agreed disposal service become waste for disposal and are treated accordingly once collected, subject to applicable law.

We will not be responsible for fines, penalties, or enforcement action arising from inaccurate customer instructions, undeclared hazardous materials, or unlawful disposal requests. You agree to comply with all relevant legal obligations concerning waste storage, segregation, transfer, and disposal. If we consider that a requested task may breach waste laws or pose a health and safety risk, we may stop the work immediately and charge for the time already spent and any reasonable costs incurred. Our staff are entitled to refuse any task that would require illegal handling or unsafe disposal practices.

6. Customer Obligations

You must provide safe access to the premises and ensure that the working environment is reasonably suitable for the service. This includes providing electricity, running water where required, and any other basic facilities necessary to complete the job. You must also inform us of any known hazards, including pets, alarms, restricted areas, broken fixtures, biohazards, or other risks. If our team is unable to work safely because these obligations are not met, we may postpone or cancel the service and charge any applicable fee.

You are responsible for ensuring that your property complies with relevant health and safety requirements before and during the visit. If the premises contain aggressive animals, dangerous substances, unsafe flooring, unstable structures, or other conditions that could compromise safety, you must tell us in advance. Our staff may leave immediately if they reasonably believe there is a risk to health, safety, or welfare. Any such departure may be treated as a customer cancellation for charging purposes, depending on the circumstances.

7. Complaints and Remedies

If you are dissatisfied with any aspect of the service, please notify us as soon as possible and provide a clear description of the issue. We may ask for supporting details, photographs, or access to the relevant area so that we can review the concern. Where appropriate, we may offer to revisit the property, carry out corrective work, or agree another reasonable remedy. Complaints raised long after the service date may be more difficult to assess and may not be eligible for correction.

Nothing in this section limits your legal rights in relation to services not provided with reasonable care and skill. However, you agree to give us a fair opportunity to investigate and resolve any problem before arranging third-party remedial work, except where urgent action is necessary to prevent further loss or damage. If a complaint is resolved by a re-clean or a partial refund, that resolution will be considered a full settlement of the specific issue addressed, unless we agree otherwise in writing.

Any remedy provided under these Terms and Conditions is intended to be proportionate to the issue raised. We do not guarantee that every complaint will result in a refund, as the appropriate response will depend on the facts, the type of service, and the extent of the concern. Where a matter is outside our control or is caused by the customer, we may decline liability while still assisting where reasonably possible.

8. Governing Law and General Provisions

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 courts of England and Wales shall have exclusive jurisdiction, except where the customer is entitled by law to bring proceedings in another competent jurisdiction. If you are contracting as a consumer, nothing in these terms affects mandatory rights you may have under applicable consumer legislation.

We may update these Terms and Conditions from time to time to reflect changes in our services, payment practices, regulatory requirements, or legal obligations. The version in force at the time of booking will apply to that service unless a later change is required by law. No waiver by us of any breach or delay shall be taken as a waiver of any later breach. If we do not enforce a right immediately, that does not mean we give up that right.

These Terms and Conditions represent the entire agreement between you and Pimlico Cleaners concerning the relevant service, unless another written agreement states otherwise. You may not assign your rights or obligations without our prior written consent. We may assign or transfer our rights and obligations where lawful and without reducing your rights. By confirming a booking, you acknowledge that you have read, understood, and agreed to these terms governing the provision of the cleaning services.