Pimlico Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Pimlico Cleaner to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing a service to begin, you agree to these terms. Please read them carefully before placing a request for any cleaning service, including domestic cleaning, deep cleaning, end of tenancy cleaning, post-construction cleaning, or any related specialist service.

In these terms, references to “we”, “us”, and “our” mean Pimlico Cleaner, and references to “you” and “your” mean the customer or person requesting the service. These terms are intended to be clear, fair, and practical. They apply to all bookings unless we have agreed a different arrangement in writing. Nothing in these terms affects your statutory rights as a consumer under UK law.

Our cleaning services are delivered on the basis of the information you provide when booking. You must ensure that all details are accurate, complete, and up to date, including access arrangements, property condition, parking constraints, and any health, safety, or property-related concerns. If you fail to provide relevant information, we may not be able to complete the service to the expected standard, and additional charges may apply if extra time, staff, or materials are required.

1. Booking Process

A booking is not confirmed until we have accepted it and provided written or electronic confirmation. Any quotation issued before confirmation is based on the information supplied by you and may change if the actual condition or size of the property differs from what was described. A Pimlico cleaning service may require an initial assessment, especially where specialist equipment, heavy soiling, or larger premises are involved.

When making a booking, you agree to provide accurate details about the property, the desired service type, the preferred date and time, and any special instructions. We may decline or cancel a request if we consider that the work is unsafe, outside our service scope, or cannot reasonably be completed within the agreed time. We may also limit the availability of certain services during busy periods.

We reserve the right to assign suitably trained staff, change team members, or use subcontractors where necessary to complete the service efficiently. Such changes will not normally affect the overall quality of the cleaning service. You acknowledge that the exact arrival time may vary due to traffic, delays, or prior appointments, although we will aim to arrive within the scheduled time window.

2. Payments and Charges

All charges will be communicated to you before the booking is confirmed, unless the work is priced after inspection or on a time-and-materials basis. Unless otherwise stated, fees are quoted in pounds sterling and may be subject to VAT where applicable. The final price may change if the service requested differs from the original booking, if the property is significantly more soiled than described, or if additional tasks are agreed during the appointment.

Payment is due according to the invoice or booking confirmation terms. We may require full or partial payment in advance, particularly for one-off or specialist jobs. If payment is not made on time, we may suspend or refuse future services and may charge reasonable administration costs or statutory interest where permitted by law. You are responsible for ensuring that any payment method used is valid and authorised.

If additional work is requested during the appointment, we may charge separately for that work at our then-current rates. This includes, for example, extra rooms, additional laundry, cleaning of appliances not originally included, or work that requires more time than anticipated. Any extra charges should be agreed where possible before the work is carried out. If agreement is not possible, we may proceed only where necessary to finish the agreed scope safely and professionally.

3. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type of service and the resources already allocated. Where short-notice cancellation results in a loss to us, we may charge a cancellation fee that reflects our reasonable costs. If our team has already travelled to the property or started the work, you may be liable for the full or partial charge for the appointment.

We may cancel or reschedule a booking where this is necessary due to staff illness, safety concerns, weather disruption, unavailable access, a technical issue, or other events beyond our reasonable control. If we do so, we will seek to rearrange the appointment at a mutually convenient time. We will not usually be responsible for indirect losses arising from a cancelled or delayed appointment, provided we have acted reasonably.

If you fail to provide access at the agreed time, or if no responsible person is present where needed, the booking may be treated as a no-show. In that situation, we may charge for wasted travel time, labour, or any other reasonable expenses incurred. If the property is not ready for the service, or if conditions make the work unsafe or impossible, we may reduce, postpone, or decline the appointment without liability for any resulting inconvenience.

4. Service Standards and Customer Responsibilities

You are responsible for ensuring that the premises are reasonably accessible and safe for our staff to work in. This includes arranging access, removing or securing valuables, and informing us of any hazards such as broken fixtures, exposed wiring, sharp objects, or aggressive pets. We may refuse to continue work if we consider the environment unsafe, unhygienic, or likely to cause damage or injury.

Our staff will carry out the service with reasonable care and skill, using appropriate methods and materials for the agreed task. However, a Pimlico Cleaner appointment is not a guarantee that all stains, odours, limescale, paint marks, mould, or long-standing damage can be completely removed. Some surfaces and materials may be delicate, aged, or previously treated with unsuitable products, and results can vary accordingly.

We may ask you to remove fragile items, secure pets, or provide instructions for access to specific areas. If you ask us to clean items or surfaces that are not safe, suitable, or included in the agreed work, we may decline that task. You remain responsible for ensuring that any instructions you give are lawful and do not place our staff at risk.

5. Liability and Damage

We accept responsibility for loss or damage caused directly by our negligence, but our liability will be limited to the amount paid, or payable, for the specific service giving rise to the claim, except where such limitation is not permitted by law. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

You must notify us of any claim for damage or loss as soon as reasonably possible and in any event within a reasonable time after the service has been completed. Supporting evidence, such as photographs or a description of the issue, may be requested so that we can assess the matter fairly. We may also ask for the opportunity to inspect the relevant area or item before any repair, replacement, or compensation is arranged.

We are not liable for pre-existing damage, ordinary wear and tear, hidden defects, structural problems, or damage caused by items that are unstable, poorly maintained, or unsuitable for cleaning. We are also not responsible for delays, losses, or damage caused by third parties, utilities, building failures, or events outside our control. Nothing in these terms reduces your rights where the law says otherwise.

6. Waste Regulations and Disposal

Any waste generated during or after the service remains subject to applicable UK waste regulations. Unless otherwise agreed, we are not responsible for removing household rubbish, construction debris, hazardous substances, clinical waste, or bulky items that require specialist disposal. If waste removal is included as part of the service, it will be limited to the type and amount expressly agreed in advance.

You must disclose any waste that may be hazardous, contaminated, sharp, heavy, or otherwise regulated. This includes, without limitation, chemicals, broken glass, bodily fluids, mould-infested materials, asbestos-related materials, needles, and electrical waste. We may refuse to handle any waste that we reasonably believe would breach legal requirements, pose a health risk, or require a specialist contractor or licence.

If we agree to dispose of waste on your behalf, you authorise us to handle and transport it in accordance with the law and any relevant local authority or environmental requirements. You remain responsible for ensuring that the waste created by the property is lawfully presented for collection, storage, or disposal. Any illegal or unsafe disposal instruction from a customer will not be followed.

7. Access, Property Condition, and Items Excluded

We are not required to move heavy furniture, remove fixed fittings, or handle items that are valuable, fragile, or difficult to replace unless this has been specifically agreed beforehand. Our cleaners may clean around such items where appropriate, but this does not amount to a promise that every hidden area will be accessible or treated. For safety reasons, we may leave certain items untouched if moving them could cause damage or injury.

You are responsible for securing pets, protecting delicate belongings, and informing us of any item that needs special care. Where a room or surface is extremely dirty, cluttered, or obstructed, the service may take longer or require a revised quotation. We may also exclude tasks that involve specialist restoration, pest treatment, biohazard clearance, or the use of industrial equipment unless separately agreed in writing.

If your property contains items of high value, rare materials, or surfaces with specific manufacturer instructions, you must tell us in advance. We may decline to clean such items if the correct method, product, or risk level cannot be confirmed. By booking a Pimlico cleaning service, you agree that standard cleaning methods are being used unless a specialist service has been expressly arranged.

8. Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after the appointment so that we can review the matter. We may ask for photographs, a description of the issue, and confirmation of the areas concerned. Where appropriate, we may offer a re-clean, a partial refund, or another reasonable remedy at our discretion, subject always to your statutory rights.

Any re-clean or corrective visit will be limited to the original scope of work and must be arranged within a reasonable period. We will not normally provide a remedy where dissatisfaction arises from unclear instructions, the condition of the property, hidden defects, unsuitable materials, or circumstances outside our control. We aim to deal with issues fairly, promptly, and proportionately.

Nothing in this section prevents you from exercising any legal rights you may have under the Consumer Rights Act 2015 or other applicable consumer legislation. However, we ask that concerns are raised promptly and in good faith so that we can resolve them without unnecessary delay. Repeated claims relating to matters already addressed may not result in further action.

9. Force Majeure and Suspension of Services

We will not be liable for any failure or delay in performing our obligations where the failure results from events beyond our reasonable control, including severe weather, transport disruption, illness, strikes, fire, flood, power failure, public emergencies, or governmental restrictions. In such cases, we may suspend, reschedule, or cancel the booking without incurring liability for losses that are indirect or consequential.

If a force majeure event continues for an extended period, either party may be entitled to terminate the affected booking by giving notice. Where payment has already been made for work not carried out, we will consider whether a refund, part refund, or rescheduling is appropriate based on the circumstances. Any decision will be made fairly and in line with applicable law.

These terms are intended to balance the interests of both parties and to make clear how bookings, charges, and responsibilities operate. By choosing our services, you accept that operational flexibility is sometimes necessary in a professional cleaning environment. We will always aim to provide a reliable and well-managed service within the limits of reasonableness and safety.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. If you are located elsewhere in the United Kingdom, nothing in these terms affects any mandatory consumer protections that apply to you under the law of your place of residence where those protections cannot be waived.

The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from these terms, unless applicable law requires otherwise. If any provision of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force and effect. Any failure by us to enforce a right or provision will not constitute a waiver of that right or provision.

These terms may be updated from time to time to reflect changes in law, service practices, or business operations. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. Continued use of our services after any update will indicate acceptance of the revised terms.