Terms and Conditions

1. Company Information

These terms and conditions apply to cleaning services provided by Pro Cleaners London, a professional cleaning service operating throughout London and surrounding areas.

2. Services Provided

Pro Cleaners London provides the following cleaning services:

• Regular Domestic Cleaning: Weekly, bi-weekly, or monthly cleaning services
• One-off Cleaning: Single deep cleaning sessions
• End of Tenancy Cleaning: Comprehensive cleaning for rental properties
• Carpet Cleaning: Professional carpet and rug cleaning services
• Oven Cleaning: Specialist oven and appliance cleaning
• House Cleaning: Comprehensive cleaning for larger properties

3. Booking and Scheduling

3.1 Booking Process

All bookings must be made through our website, phone, or approved booking channels. Confirmation will be provided within 24 hours of booking request.

3.2 Scheduling Changes

Changes to scheduled appointments must be made at least 24 hours in advance. Emergency rescheduling may be accommodated subject to availability.

3.3 Access Requirements

Customers must ensure access to the property at the agreed time. If access cannot be provided, standard cancellation charges may apply.

4. Pricing and Payment

4.1 Pricing Structure

Our current pricing is as follows:

• Regular Cleaning: £18-19 per hour
• One-off Cleaning: £20-22 per hour
• End of Tenancy: Fixed prices from £135 (studio) to £299+ (4+ bedrooms)
• Specialist services: As quoted individually

4.2 Payment Terms

Payment is due upon completion of services unless alternative arrangements have been agreed in writing. We accept cash, bank transfer, and card payments.

4.3 Price Changes

Prices may be reviewed annually. Existing customers will receive 30 days written notice of any price increases.

5. Cancellation Policy

5.1 Customer Cancellations

Cancellations with 24+ hours notice: No charge

Cancellations with less than 24 hours notice: 50% of service cost

Same-day cancellations or no-shows: Full service charge may apply

5.2 Company Cancellations

We reserve the right to cancel services due to severe weather, staff illness, or other circumstances beyond our control. Alternative arrangements will be offered where possible.

6. Customer Responsibilities

Customers are responsible for:

• Providing safe and reasonable access to the property
• Securing or removing valuable and fragile items
• Providing any specific cleaning instructions or preferences
• Ensuring pets are secured during cleaning
• Informing us of any hazardous materials or special requirements
• Maintaining reasonable tidiness between regular cleaning visits

7. Our Commitments

Pro Cleaners London commits to:

• Providing fully vetted, trained, and insured cleaning staff
• Using professional-grade, eco-friendly cleaning products
• Maintaining confidentiality and respecting your privacy
• Arriving punctually at scheduled appointments
• Delivering consistent, high-quality cleaning services
• Addressing any concerns promptly and professionally

8. Insurance and Liability

8.1 Our Insurance

We maintain comprehensive public liability insurance and employer’s liability insurance. Insurance certificates are available upon request.

8.2 Liability Limitations

Our liability is limited to the cost of the cleaning service provided. We are not liable for:

• Pre-existing damage not reported before cleaning
• Damage to items not secured by the customer
• Electrical appliances or equipment we have not been trained to use
• Consequential or indirect losses

9. Quality Guarantee

We offer a 48-hour quality guarantee on all services. If you are not satisfied with any aspect of our cleaning, please contact us within 48 hours and we will:

• Return to address specific concerns at no additional cost
• Provide a partial or full refund where appropriate
• Work with you to resolve any issues professionally

10. Health and Safety

We comply with all relevant health and safety regulations including:

• COSHH regulations for cleaning chemicals
• Risk assessment procedures for each property
• Staff training on safe working practices
• Use of appropriate personal protective equipment

Customers must inform us of any health and safety hazards on the property.

11. Data Protection and Privacy

We are committed to protecting your personal data in accordance with UK GDPR and Data Protection Act 2018:

• Personal information is collected only for service provision
• Data is stored securely and not shared with third parties
• You have the right to access, correct, or delete your personal data
• We retain data only as long as necessary for business purposes

For full details, please refer to our separate Privacy Policy.

12. Complaints Procedure

12.1 Informal Resolution

We encourage customers to raise concerns directly with our team for immediate resolution.

12.2 Formal Complaints

Formal complaints should be submitted in writing via:

• Email through our website contact form
• Phone: 020 3129 6392
• Written correspondence to our registered address

We aim to acknowledge complaints within 24 hours and provide resolution within 7 working days.

13. Termination of Service

13.1 Customer Termination

Regular cleaning contracts may be terminated with 7 days written notice. No cancellation fees apply for ongoing services.

13.2 Company Termination

We reserve the right to terminate services with reasonable notice in cases of:

• Repeated payment delays
• Unsafe working conditions
• Inappropriate behavior toward staff
• Breach of these terms and conditions

14. Force Majeure

We are not liable for failure to perform services due to circumstances beyond our reasonable control, including but not limited to:

• Extreme weather conditions
• Government restrictions or regulations
• Industrial action
• Public health emergencies
• Transport disruptions

15. Governing Law

These terms and conditions are governed by English law and subject to the jurisdiction of English courts.

16. Changes to Terms

We reserve the right to update these terms and conditions. Changes will be communicated via:

• Email notification to existing customers
• Updates on our website
• Notice during service visits where appropriate

Continued use of our services after changes constitutes acceptance of updated terms.

17. Contact Information

For questions about these terms and conditions or our services, please contact us: