Brompton Cleaners Terms and Conditions
These terms and conditions set out the basis on which Brompton Cleaners provides domestic and commercial cleaning services. By making a booking, confirming an estimate, or allowing a service to proceed, you agree to be bound by these terms. They are intended to be clear, practical, and fair, and they apply to all cleaning services supplied under the Brompton Cleaners name. References to “we”, “us”, and “our” mean Brompton Cleaners, and references to “you” and “your” mean the customer, whether an individual, business, landlord, tenant, or authorised representative.
These terms cover the main aspects of our service relationship, including the booking process, payments, cancellations, liability, waste handling, and the law that governs the agreement. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Nothing in these terms affects your statutory rights as a consumer where applicable.
Brompton Cleaners may update these terms from time to time to reflect changes in law, business operations, or service standards. The version in force at the time of your booking will apply to that booking unless a later variation is agreed in writing. Please read these cleaning service terms carefully before confirming any appointment.
1. Booking Process
A booking with Brompton Cleaners may be requested through the channels we make available from time to time. Your request must include accurate information about the property, the type of cleaning required, the size and condition of the premises, preferred dates and times, access arrangements, and any special instructions. We rely on the information you provide when allocating staff, estimating duration, and setting the price. If the information is incomplete or inaccurate, the service may need to be amended, delayed, or repriced.
Any quotation or estimate we provide is based on the details supplied at the time of enquiry and is not a fixed offer unless we expressly state otherwise. Where the service is subject to a survey or inspection, the final scope and price may only be confirmed after assessment. A booking is not considered accepted until we have confirmed it, either verbally, electronically, or in writing. We reserve the right to decline any booking where we cannot safely or reasonably deliver the requested cleaning service.
You are responsible for ensuring that the premises are accessible on the agreed date and time. This includes providing any necessary entry codes, keys, parking instructions, security details, and information about pets, hazards, alarms, or restricted areas. If access is not available when our team arrives, we may treat the booking as cancelled by you and charge the applicable cancellation fee or minimum call-out charge. We may also reschedule the service at our discretion where staffing and availability permit.
2. Scope of Services
We provide cleaning services only for the tasks agreed at the time of booking. Unless specifically included, our work does not extend to repair, maintenance, deep structural cleaning, pest treatment, hazardous material removal, or any activity requiring specialist licensing or equipment. If our team identifies additional work that falls outside the original scope, we may offer a revised quote, decline the additional task, or leave it uncompleted if it would compromise safety or quality.
While we aim to deliver a high standard of professional cleaning, certain results may depend on the age, condition, material, and prior treatment of surfaces, fabrics, appliances, or fixtures. Some stains, marks, odours, or deposits may be permanent or only partially removable. We do not guarantee complete restoration where deterioration, misuse, or existing damage limits the likely outcome. This is especially relevant for delicate finishes, antique items, untreated surfaces, or items that have not been maintained regularly.
Unless stated otherwise, our staff will use standard cleaning products and methods suitable for the task. If you request the use of your own products or equipment, you do so at your own risk unless we agree otherwise in writing. We may refuse to use products that appear unsafe, unsuitable, expired, mislabelled, or inconsistent with the work required. We are not liable for adverse results caused by products or tools supplied by you.
3. Prices and Payments
Our prices may be quoted on an hourly basis, fixed-price basis, or by reference to a schedule of services. All prices are confirmed at the time of booking where possible. Unless stated otherwise, quoted prices include labour and standard supplies only. Additional charges may apply for parking, congestion, waiting time, specialist products, extra labour, emergency attendance, or work outside normal operating hours.
Payment terms will be confirmed when the booking is accepted. In some cases, we may require a deposit or full prepayment to secure the appointment. Where payment is due after completion, it must be made by the due date stated on the invoice or payment request. If payment is not received on time, we may suspend further services, charge interest or late fees where permitted by law, and recover reasonable collection costs. Any disputed element of an invoice must be raised promptly and must not delay payment of the undisputed amount.
Where a booking is extended, revised, or requires extra time because of access issues, inaccurate information, excessive soiling, or additional requested tasks, the final price may differ from the original estimate. We will normally explain the reason for any increase before carrying out the additional work whenever reasonably possible. In some cases, the team may stop work if the revised cost is not accepted by you.
4. Cancellations, Rescheduling, and No-Access Charges
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service, staffing commitment, and whether specialist materials or third-party costs have already been incurred. If notice is insufficient, we may charge a cancellation fee that reflects our loss and administrative costs. For recurring services, repeated short-notice cancellations may result in changes to scheduling priority or the termination of the arrangement.
If you wish to reschedule, we will try to accommodate an alternative appointment, but availability cannot be guaranteed. Where a new slot is offered, any price may need to be adjusted if timing, service scope, or staffing differs from the original booking. If our team attends the property and cannot gain access, cannot work safely, or is unable to proceed for reasons within your control, the appointment may be treated as completed for charging purposes, subject to the circumstances and any consumer law requirements.
We may cancel or reschedule a booking where necessary due to illness, adverse conditions, equipment failure, safety concerns, staff unavailability, or circumstances beyond our reasonable control. If we do so, we will aim to give you as much notice as possible and offer an alternative date where available. Our liability in such circumstances is limited to refunding any amount paid for the undelivered part of the service, unless a greater remedy is required by law.
5. Customer Responsibilities
You must ensure the premises are in a condition that allows the cleaning service to be delivered safely and effectively. This includes removing or securing valuables, fragile items, cash, confidential documents, and sensitive personal belongings before the appointment begins. We are not responsible for loss or damage to items that should reasonably have been stored away or protected by you. Where required, you should also provide working water, electricity, lighting, and safe access to the relevant areas.
You must inform us in advance of any known hazards, including but not limited to asbestos, mould, bodily fluids, needles, animal waste, sharp objects, restricted electrical fittings, unstable floors, or chemicals requiring specialist handling. Failure to disclose such risks may affect the safety and quality of the work and may result in additional charges, refusal of service, or termination of the booking. We are entitled to stop work if the premises are unsafe or if the risk level changes during the appointment.
Where the service involves a shared property, commercial site, rented accommodation, or managed building, you are responsible for obtaining any necessary permissions, access approvals, or instructions from owners, landlords, agents, occupiers, or building managers. By booking with Brompton Cleaners, you confirm that you have the authority to request the work or that you are acting under proper instruction. You remain responsible for ensuring that our attendance does not breach any lease, tenancy, building, or site rules made known to you.
6. Liability and Limitations
We will exercise reasonable care and skill in providing our Brompton Cleaners services. However, to the maximum extent permitted by law, we exclude liability for indirect, incidental, or consequential losses, including loss of profit, loss of opportunity, business interruption, or reputational harm. 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 legally be excluded.
Our liability for direct loss or damage arising from the service is limited to the total amount paid or payable for the specific booking giving rise to the claim, except where a different limit is required by law. If a claim relates to damage allegedly caused by our team, you must notify us promptly and provide reasonable evidence, including photographs, a description of the incident, and an opportunity for us to inspect the issue before any repair or replacement is arranged. We will not be liable where damage arises from pre-existing defects, wear and tear, hidden weakness, or your failure to disclose relevant information.
Any claim must be brought within a reasonable time after the event and in any case within the period allowed by law. We are not responsible for the loss of items left in unsuitable locations, for damage caused by defective fittings or appliances, or for results affected by pre-existing conditions. If we agree that damage has been caused by our negligence, our remedy may include repair, replacement, or a refund, depending on what is reasonable in the circumstances.
7. Waste Handling and Regulatory Compliance
Brompton Cleaners takes compliance with waste and environmental obligations seriously. Waste created during the service will be handled in accordance with applicable UK requirements and reasonable industry practice. This may include separating general waste from recyclable materials where practical and avoiding unlawful disposal of items that require special treatment. We will not remove, transport, or dispose of prohibited, hazardous, or controlled waste unless this has been expressly agreed in advance and can be done lawfully.
You remain responsible for identifying any waste or materials on site that are subject to special rules, including clinical waste, electrical waste, batteries, oils, solvents, asbestos-related materials, paint, sharps, or contaminated items. If such waste is discovered and was not disclosed beforehand, we may refuse to handle it, may stop work, and may charge for any time already spent attending the property. We may also require you to arrange appropriate specialist collection or disposal through an authorised provider.
Where our team removes ordinary waste generated by the cleaning process, you authorise us to do so only if it is lawful and within the service scope agreed. We may choose not to remove certain materials if disposal would create safety, environmental, or legal concerns. If local disposal charges or licensed waste transfer arrangements apply, these may be passed on to you where disclosed in advance or where they arise because of your instructions. We will act with due care to avoid unnecessary environmental harm.
8. Complaints and Service Issues
If you believe the service did not meet the agreed standard, you should notify us as soon as reasonably possible and provide details of the issue. This allows us to assess the matter promptly and, where appropriate, inspect the affected area, offer a re-clean, or propose another suitable remedy. We may ask for photographs, notes, and any relevant supporting information. Failure to report concerns promptly may make it more difficult to investigate the cause and determine an appropriate response.
Where a complaint is justified, we may, at our discretion and subject to legal requirements, re-perform part of the service, reduce the charge, or provide another fair remedy. A complaint does not entitle you to withhold payment for all services already properly delivered unless the law requires otherwise. We aim to resolve service issues in a practical and proportionate manner and to avoid unnecessary disruption for either party.
If you raise an issue after the appointment has been completed, you must allow us a reasonable opportunity to consider the matter before instructing any third party to carry out remedial work. Costs incurred without our prior agreement may not be recoverable unless they were reasonably necessary and you were entitled by law to arrange them immediately. Our aim is to handle cleaning service concerns fairly and efficiently.
9. Governing Law and General Terms
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may also benefit from mandatory protections under the law of your residence to the extent required by applicable rules. The courts with appropriate jurisdiction will have authority over disputes, subject to any rights that cannot legally be limited.
We may assign or subcontract our rights and obligations under these terms where reasonably necessary to deliver the service, provided that doing so does not materially reduce the standard of performance owed to you. You may not transfer your booking or rights under these terms without our prior consent. No waiver of any breach will be taken as a waiver of any later breach. These terms and conditions constitute the entire agreement between the parties for the relevant booking, unless varied in writing.
By choosing Brompton Cleaners, you acknowledge that you have read, understood, and agreed to these terms. They are designed to support transparent, reliable, and lawful service delivery while protecting both customer and provider interests. For clarity, any reference to cleaning services, professional cleaning, or cleaning service terms refers to the services described in the booking confirmation and agreed scope only.
