Knightsbridge Cleaners Terms and Conditions

These Knightsbridge Cleaners service terms and conditions set out the basis on which we provide domestic and commercial cleaning services to our customers in the UK. By making a booking, confirming a service, or allowing our team to begin work, you agree to these terms. Please read them carefully before placing an order. They are designed to explain how bookings are accepted, when payment is due, how cancellations work, what our responsibilities are, and how cleaning waste is handled in line with applicable UK requirements.

Throughout these terms, references to “we”, “us”, and “our” mean Knightsbridge Cleaners, and references to “you” and “your” mean the customer, client, or person who requests the service. These terms apply to standard cleaning appointments, deep cleaning, end-of-tenancy cleaning, specialist cleaning, and any related work we agree to provide, unless we expressly confirm different conditions in writing.

1. Booking Process

A booking is normally made when you submit a request and we confirm availability, the service type, date, estimated duration, and any specific requirements. A booking is only accepted once we have sent confirmation by email, message, or another written format. Any quotation or estimate provided before confirmation is an invitation to treat and not a binding offer.

We may ask for details about the property, access arrangements, parking, cleaning priorities, appliances, fabrics, or surfaces to be treated, and any known issues that could affect the service. You must provide accurate, complete, and up-to-date information. If the information you give is incorrect or incomplete, we may need to revise the price, adjust the scope of work, change the timing, or decline to proceed if the service cannot safely or properly be delivered.

All bookings are subject to staff availability and may be limited by operational capacity, equipment requirements, or safety considerations. We reserve the right to refuse or cancel a booking where we believe the requested work falls outside our standard service range, would involve unlawful activity, or would create a risk to our team, your property, or third parties. We may also request access instructions, key handover arrangements, alarm details, or authorisation to enter the premises in order to complete the service.

Where an appointment is scheduled for a particular date and time, we will aim to attend within the agreed window. Delays caused by traffic, weather, breakdowns, emergency call-outs, or other events beyond our reasonable control may occasionally occur. We will use reasonable efforts to notify you if we expect to be late or need to rearrange. Any time estimate is approximate unless we state otherwise in writing.

2. Payments and Charges

Charges are based on the type of service, estimated duration, property condition, number of rooms or areas to be cleaned, specialist treatment required, and any additional requests you make. Prices may be quoted as fixed fees or hourly rates, depending on the service. If the condition of the premises differs materially from the information supplied at booking, we may amend the price accordingly before continuing or, where appropriate, after completion to reflect the actual work carried out.

Unless we agree otherwise in writing, payment is due immediately upon completion of the service. For certain bookings, including larger jobs, repeat services, or commercial arrangements, we may require a deposit or advance payment before work begins. Deposits are generally non-refundable except where we cancel the service or fail to deliver it as agreed, subject to these terms and applicable law.

You must ensure that payment is made using an accepted method and that you have authority to use the chosen payment account or card. If a payment fails, is reversed, or is disputed without good reason, we reserve the right to suspend further services, recover reasonable administrative costs, and charge statutory interest or late payment fees where permitted by law. Any discounts, promotional offers, or package pricing apply only in the circumstances stated at the time of booking and may be withdrawn if the conditions are not met.

Unless expressly stated, our prices exclude unusual consumables, specialist machinery, disposal fees, parking charges, congestion-related charges, permit costs, or extra labour caused by circumstances not disclosed before the service commenced. If such costs arise, we may charge them separately where it is reasonable to do so and where we have informed you, or where they were unavoidable in order to complete the work properly.

3. Cancellations, Rescheduling, and Access

You may cancel or reschedule a booking by giving us notice as soon as reasonably possible. For standard appointments, we usually require at least 24 hours’ notice. For larger, specialist, or time-sensitive services, we may require longer notice, which will be stated at the time of booking. If you cancel within the notice period or fail to provide access when we attend, a cancellation fee may apply to cover lost time, travel, staffing, and preparation costs.

Where cancellation occurs after work has started, or where materials have been ordered or special arrangements have been made, you may still be charged for work already completed and for non-recoverable expenses. If we need to cancel or reschedule due to operational reasons, we will notify you promptly and offer an alternative appointment where reasonably possible. If we cannot provide a suitable alternative, any prepaid sums relating to the cancelled service will normally be refunded, unless the law allows otherwise.

It is your responsibility to ensure that our team can gain safe and timely access to the property at the agreed time. This includes providing keys, entry codes, concierge instructions, or a named contact if required. If access is not available, or if the property is not ready for the service to begin, we may charge a call-out or waiting fee. We are not responsible for delay or non-performance caused by restricted access, incorrect instructions, or the absence of anyone able to authorise entry.

4. Liability and Service Standards

We will carry out our services with reasonable care and skill, using appropriate methods and products for the task agreed. However, cleaning work can involve inherent risks, especially where surfaces are delicate, older, already damaged, or not suitable for standard treatment. You should inform us in advance of any known fragility, stains, pre-existing damage, manufacturer restrictions, or special instructions. We may refuse to treat items or areas that we consider unsafe, unsuitable, or likely to be damaged by cleaning.

We are not liable for pre-existing faults, wear and tear, hidden defects, discolouration, shrinkage, movement of fixtures, or damage caused by items that are unstable, poorly installed, or already weakened. We are also not responsible for damage resulting from your failure to disclose relevant information, from following instructions you provide, or from the use of products or methods that you request us to use against our advice. In particular, if you insist on a specific approach, you do so at your own risk unless the law says otherwise.

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 be excluded under UK law. Subject to that, our total liability for loss or damage arising from a service shall, to the fullest extent permitted by law, be limited to the amount paid or payable for the specific service in question. We will not be liable for indirect, consequential, special, or pure economic losses, including loss of profit, loss of opportunity, or business interruption, except where such exclusion is not permitted by law.

You are responsible for removing or securing valuables, fragile items, cash, documents, jewellery, and other items that should not be left accessible during cleaning. We do not normally move heavy furniture, dismantle fittings, or handle items requiring specialist training unless this is expressly agreed in advance. If we agree to move objects, we may do so only where it is safe and practical, and we cannot guarantee that all marks, dents, or hidden defects will be visible before movement.

5. Waste Regulations and Disposal

Any waste produced during the service, including packaging, dust, debris, disposable cloths, empty containers, or non-hazardous residues, will be managed in accordance with applicable UK waste and environmental requirements. We aim to minimise waste generation and may separate materials for appropriate disposal or recycling where reasonably practical. Unless agreed otherwise, normal cleaning waste is dealt with as part of the service only to the extent that it arises directly from our work and can be lawfully handled as ordinary non-hazardous waste.

You remain responsible for the proper disposal of household waste, bulky items, electrical goods, confidential materials, sharps, hazardous substances, and any waste stream that requires special handling unless we have expressly agreed in writing to remove it and are lawfully able to do so. We will not transport or dispose of illegal items, hazardous chemicals, controlled substances, asbestos, bodily fluids requiring specialist disposal, or any material that cannot be accepted by lawful waste facilities. If such material is discovered during the service, we may stop work until the issue is resolved.

Where we remove waste on your behalf, you warrant that the items are legally owned by you or that you have authority to authorise removal. You must tell us in advance if waste may contain sharp objects, biohazards, restricted substances, or anything that requires specialist packaging, consignment, or licensed disposal. If you fail to disclose this and we incur extra costs, suffer loss, or face compliance issues, you agree to reimburse those reasonable costs to the extent permitted by law.

6. Customer Responsibilities

You must ensure that the property is reasonably prepared for the service, including securing pets, safeguarding children, and providing a safe working environment. Hazardous conditions, such as exposed wiring, unstable flooring, broken glass, aggressive animals, infestations, or unsafe temperatures, must be disclosed before the appointment. If our team believes the environment is unsafe, they may leave the property and charge for the visit if the issue could reasonably have been identified in advance.

Where we supply cleaning products or equipment, they remain our property unless sold to you. You must not tamper with, misuse, or remove equipment without permission. Any items we use on site should be returned in the condition in which they were provided, fair wear and tear excepted. If our equipment is damaged through misuse, negligence, or unauthorised handling by you, your household, staff, or visitors, you may be asked to cover reasonable repair or replacement costs.

7. Complaints and Remedies

If you believe the service has not been provided in accordance with these terms, you should notify us as soon as reasonably possible and no later than 24 hours after completion, unless the issue could not reasonably have been discovered within that time. We may ask for photographs, a description of the issue, and an opportunity to inspect or re-attend the property. Where a valid shortfall is confirmed, our preferred remedy is usually to re-perform the relevant part of the service within a reasonable time.

Any remedy will be determined in accordance with applicable consumer and contract law. A refund, repeat visit, or partial adjustment may be offered where appropriate, but only to the extent necessary to put the matter right. We will not be responsible for issues that result from normal re-soiling, third-party actions, unsuitable materials, or circumstances outside our control after the service has been completed.

These terms do not affect your statutory rights. If you are a consumer, you may have additional protections under UK consumer legislation. If you are contracting as a business, you agree that the service is for business purposes only where applicable and that any implied terms may be excluded or limited to the extent permitted by law.

8. Governing Law

These Knightsbridge Cleaners terms and conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising out of or in connection with the service, the booking, or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer law provides otherwise.

We may update these terms from time to time to reflect changes in law, business practices, or service arrangements. The version in force at the time of your booking will normally apply to that booking unless a change is required by law or we expressly agree otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. They are intended to be fair, transparent, and consistent with applicable UK requirements, while allowing us to deliver reliable professional cleaning services with clear expectations for both parties.