Effective date: 20th August 2026
Company: Cutlors Specialist Cleaning
Website: www.cutlorsspecialistcleaning.co.uk
Contact: louis@cutlorsspecialistcleaning.co.uk
07341963859
These Terms and Conditions apply to all cleaning services provided by Cutlors SpecialistCleaning (“we”, “us” or “our”) to customers (“you” or “the customer”). By booking or using our services, you agree to these Terms and Conditions.
1. Our Services
We provide domestic and/or commercial cleaning services as described on our website, quotation or booking confirmation.
The exact services included will depend on the cleaning package selected and any additional services agreed in advance.
We will carry out the services with reasonable care and skill and in accordance with the agreed booking.
2. Bookings
Bookings can be made through our website, by telephone, email or any other booking method we make available.
A booking is confirmed once we have accepted your request and, where applicable, received any required deposit or payment.
We reserve the right to refuse a booking where we consider that the requested work is unsuitable, unsafe or outside the services we provide.
3. Prices and Payment
Our prices will be confirmed at the time of booking or provided in a quotation. You will be required to pay a 50% non refundable booking fee upon booking to confirm your booking
Unless otherwise agreed, payment is due [on completion of the service / in advance / within 30 days of the invoice date].
Additional charges may apply where:
The property requires substantially more work than described when booking.
Additional rooms or services are requested.
The condition of the property is materially different from the information provided to us.
Specialist cleaning, excessive dirt, stains, waste or other additional work is required.
Where additional work is required, we will normally discuss the additional cost with you before proceeding.
4. Cancellation and Rescheduling
If you need to cancel or reschedule a booking, please contact us as soon as possible.
Cancellations made less than 24hr before the scheduled appointment may be subject to a cancellation charge of the non refundable booking fee
If our cleaner has already travelled to the property and is unable to gain access, the booking may be treated as a cancellation and the applicable charge may apply.
We may waive a cancellation charge at our discretion in exceptional circumstances.
5. Access to the Property
You are responsible for ensuring that our cleaners can safely access the property at the agreed time.
If keys, access codes or other access arrangements are required, you must provide accurate instructions in advance.
We will take reasonable care when handling keys or access information. We recommend that you do not provide unnecessary personal security information.
If we cannot gain access at the agreed time, we may be unable to complete the cleaning and the booking may still be chargeable.
6. Cleaning Standards
We aim to provide a high-quality cleaning service. However, the results may depend on the condition, age and materials within the property.
We cannot guarantee the complete removal of:
Permanent stains
Old or ingrained dirt
Limescale
Mould or mildew
Discolouration
Scratches or damage
Odours embedded in carpets, upholstery or other materials
We will not use cleaning methods or products that we reasonably believe could cause damage to a surface or item.
Where appropriate, we may decline to clean an item or surface if doing so could create a risk of damage.
7. Customer Responsibilities
You must provide us with accurate information about the property and any relevant circumstances that may affect the cleaning service.
You should inform us before the appointment of any:
Fragile or valuable items
Delicate surfaces or materials
Areas requiring specialist treatment
Known hazards
Pets
Allergies or sensitivities relevant to cleaning products
Existing damage or defects
For the best possible result, we recommend that excessive clutter and personal belongings are removed from areas that need to be cleaned.
8. Personal Belongings and Valuables
Customers should secure cash, jewellery, important documents and other valuable or irreplaceable possessions before our cleaners arrive.
We are not responsible for loss or damage to items that have been left in areas being cleaned where reasonable care has been taken.
9. Damage and Breakages
Our cleaners will take reasonable care while carrying out the services.
If you believe that we have caused damage to your property or belongings, you must notify us as soon as reasonably possible and, where possible, within 24 hrs of the cleaning service.
We may request photographs, receipts or other reasonable evidence to help us investigate a claim.
We will not be responsible for pre-existing damage, normal wear and tear, defective or unstable items, or damage caused by inadequate installation or maintenance.
10. Complaints
We want you to be satisfied with our service.
If you are unhappy with any aspect of the cleaning, please contact us as soon as possible and preferably within 24 hours of the service.
Where appropriate, we may offer to return and re-clean the affected area at no additional charge.
We will consider complaints fairly and investigate them based on the circumstances of the booking and the service provided.
11. Liability
Nothing in these Terms and Conditions excludes or limits liability where doing so would be unlawful.
Subject to applicable law, we will not be liable for indirect or consequential losses arising from the provision of our services.
Our liability will not be limited where the law does not allow such limitation, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.
12. Pets and Animals
You must inform us if pets or other animals are present at the property.
For safety reasons, we ask that pets are secured in another room or otherwise kept away from the cleaning area while our cleaners are working.
We are not responsible for pets that escape because the customer has failed to follow reasonable access or safety instructions.
13. Health and Safety
We reserve the right to stop or refuse a cleaning service where we reasonably believe that the working environment presents a serious health or safety risk.
This may include exposure to hazardous substances, needles, excessive waste, aggressive animals, unsafe electrical equipment, structural hazards or other dangerous conditions.
Where specialist cleaning or removal is required, this may need to be arranged separately.
14. Cleaning Products and Equipment
Unless otherwise agreed, we will use our own standard cleaning products and equipment.
If you require specific products to be used, you must provide them and inform us of any relevant instructions or restrictions.
We are not responsible for damage resulting from products or equipment supplied by the customer where we have used them as instructed.
15. End-of-Tenancy and Deep Cleaning
End-of-tenancy, deep cleaning and other intensive cleaning services are subject to the same Terms and Conditions.
These services are intended to improve the cleanliness of the property but do not guarantee that a landlord, letting agent or other third party will consider the property to have met a particular standard.
We recommend that customers provide any specific cleaning checklist or requirements before the appointment.
16. Recurring Cleaning Services
For regular cleaning customers, appointments may be arranged on a weekly, fortnightly or other agreed basis.
Either party may request changes to the regular schedule.
Cancellation and payment terms continue to apply to each individual appointment unless a separate written agreement states otherwise.
17. Right to Refuse or Terminate Services
We reserve the right to refuse or terminate a cleaning service where:
The customer or another person behaves abusively, threateningly or inappropriately towards our staff.
The property presents an unreasonable health or safety risk.
We are asked to carry out work outside our agreed services.
We reasonably believe that our staff, equipment or property may be placed at risk.
Where possible, we will notify the customer of the reason for terminating or refusing the service.
18. Privacy and Personal Data
We may collect and process personal information required to provide our services, communicate with you, process payments and manage bookings.
We will handle personal data in accordance with applicable UK data protection legislation and our Privacy Policy.
Our Privacy Policy is available here: Privacy Policy.
19. Website Information
We make reasonable efforts to ensure that information on our website is accurate and up to date.
Photographs and examples of cleaning results are provided for illustrative purposes and may not represent the exact results achievable at every property.
20. Changes to These Terms
We may update these Terms and Conditions from time to time.
The version applicable to your booking will normally be the version in force when the booking is confirmed, unless a change is required by law or otherwise agreed with you.
21. Governing Law
These Terms and Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, subject to any applicable consumer rights.
22. Contact Us
If you have any questions about these Terms and Conditions, or wish to make a complaint, please contact:
Cutlors Specialist Cleaning
louis@cutlorsspecialistcleaning.co.uk
07341 963859