TERMS AND CONDITIONS

Cleaners of London Services Limited

Welcome to Cleaners of London. These terms apply when you use our Platform and when you book Services through it. By using the Platform or making a Booking, you agree to these terms. If you do not agree to them, please do not use the Platform.

If you have any questions about these terms, contact us at hello@cleanersoflondon.co.uk before booking.

The Platform is operated by Cleaners of London Services Limited, a company registered in England and Wales under company number 14750111, whose registered office is at 124 City Road, London, EC1V 2NX ("we", "us", "our").

1. DEFINITIONS

"Platform" means our website at www.cleanersoflondon.co.uk, our online booking system at app.cleanersoflondon.co.uk, our mobile applications, and any address that replaces them.

"Services" means cleaning, gardening, tradesperson and other home, office and property services that can be booked through the Platform.

"Service Provider" means an independent, self-employed professional (or an independent business) who provides Services booked through the Platform.

"Booking" means a booking for Services made through the Platform.

"Platform Contract" means the contract between you and us for your use of the Platform, on these terms.

"Services Contract" means the contract between you and your Service Provider for the Services, formed as described in clause 4.

"Service Terms" means additional terms that apply to specific Services, such as our End of Tenancy Cleaning Terms and Conditions, provided to you at or before booking.

2. HOW THE PLATFORM WORKS

2.1 Our role. We operate a platform that connects customers with Service Providers, and we act as each Service Provider's commercial agent. That means we market their services, take your Booking, agree the price, conclude the Services Contract with you on the Service Provider's behalf, administer it on their behalf (including changes, cancellations and refunds), collect payment from you on their behalf, and stay your point of contact throughout.

2.2 Two contracts, formed at two moments. When you make a Booking, the Platform Contract between you and us comes into existence. When your Booking is confirmed under clause 4, the Services Contract between you and your named Service Provider comes into existence. The Service Provider is responsible for providing the Services; we are responsible for the Platform and for the things we do as their agent.

2.3 Which terms govern what. Clauses about the Platform, your account, payment collection, cancellation and no-access fees, our liability, your responsibility to us, and content (clauses 3, 5, 6, 12, 13, 14 and 17) belong to the Platform Contract. Clauses about the Services themselves, their scope, quality and damage (clauses 4.4, 8, 9 and 10, and the applicable Service Terms) set out terms of the Services Contract, which we enter into and administer on the Service Provider's behalf as their agent. Clause 7 describes statutory rights attaching to both the Services Contract (which we administer on the Service Provider's behalf) and the Platform Contract. Any clause not listed belongs to the Platform Contract.

2.4 Invoices and receipts. Because we act as the Service Provider's agent, invoices and receipts for Services are issued by us on the Service Provider's behalf, naming the Service Provider as the supplier of the Services.

2.5 Your point of contact. Even though your Services Contract is with the Service Provider, you deal with us. Questions, changes, problems and payments all go through the Platform.

2.6 Service Terms. Some Services have their own Service Terms (for example, end of tenancy cleaning). Where Service Terms apply to your Booking, they form part of your agreement, and if they conflict with these terms on a specific point, the Service Terms win on that point.

3. YOUR ACCOUNT AND ACCEPTABLE USE

3.1 When you register or book, the information you give us must be true, accurate and complete, and you must keep it up to date. You must not impersonate anyone or book on behalf of someone without their authority.

3.2 Keep any password or login credential confidential. We may disable credentials if we reasonably believe these terms have been breached.

3.3 You may use the Platform only for lawful purposes. You must not interfere with, damage or disrupt the Platform, attempt to gain unauthorised access to it, or use it to harvest data.

3.4 We work hard to keep the Platform available, but we cannot promise it will be uninterrupted. We may modify or withdraw parts of the Platform, and we are not liable for temporary unavailability where we have taken reasonable care.

3.5 We may suspend or close your account for breach of these terms, fraudulent activity, or abusive behaviour towards Service Providers or our team.

4. BOOKINGS AND HOW YOUR CONTRACT FORMS

4.1 By making a Booking you confirm that you are at least 18 years old and legally able to enter into contracts.

4.2 Your Booking request. When you make a Booking, we hold your requested slot and, where applicable, take or authorise payment under clause 5. At this stage your Booking is a request: the Platform Contract is in place, but no Services Contract exists yet. Any payment taken before confirmation is held on your account and applied, on confirmation, as agent for your named Service Provider.

4.3 Confirmation. Your Booking is confirmed when a Service Provider takes it on and we send you a Booking confirmation naming your Service Provider (and, where the Service Provider is a company, its company name and number). At that moment the Services Contract between you and the named Service Provider comes into existence. If your Service Provider later changes (for example, illness or cover), we will tell you and your confirmation details are updated; your Services Contract is then with the replacement provider on the same terms, with the same price and protections. If you would rather not proceed with a replacement provider, you may cancel that visit free of charge at any time before it starts. If for any reason you have not been sent your Service Provider's name before a visit, the Services Contract for that visit forms, on the same terms and at the same price, with the Service Provider who attends and performs it, and we will name them to you on request.

4.4 Scope and price. The price and scope of your Booking are based on the information you give us (property size, rooms, condition, extras). If the property or job does not match what was booked, the price may be revised to reflect the true scope, as set out in the applicable Service Terms.

4.5 If no Service Provider is available, we will tell you promptly and refund in full anything you have paid for that Booking.

4.6 Check your Booking confirmation and tell us promptly about any error.

4.7 Recurring services. For recurring Services (for example, weekly or fortnightly cleaning), your Booking confirmation covers the series: each visit is performed under the continuing Services Contract with your named Service Provider, and a fresh confirmation is sent only if your Service Provider changes (clause 4.3 then applies). Your legal cancellation right under clause 7 applies to the series as a whole from the first confirmation, and you may end a recurring plan at any time under clause 6. The per-visit price of a recurring plan may change only as set out in clause 5.7.

5. PRICES AND PAYMENT

5.1 The price for your Booking is the price shown on the Platform when you book, except in the case of an obvious error. Price changes do not affect Bookings we have already confirmed, other than scope revisions under clause 4.4 or the applicable Service Terms and, for recurring plans, price changes under clause 5.7.

5.2 Payment authorisation. By booking, you provide a valid payment card (or other accepted payment method) and authorise us to:

(a) charge it at or after the time of booking, or on or after the day of each visit, as shown when you book;

(b) for recurring Services, charge it for each visit as it falls due;

(d) charge any additional amounts properly due under these terms or the applicable Service Terms.

5.3 If a charge or pre-authorisation fails, we will tell you. You must provide a working payment method before the visit; if this is not resolved in time, we may cancel the Booking.

5.4 You must keep a valid payment method on file and tell us immediately if it is lost, stolen or compromised. We are not responsible for fraudulent use of a payment method on the Platform where we have acted with reasonable care.

5.5 Late payment. If an amount you owe remains unpaid after the day of the visit, we may charge a £15 administration fee (inclusive of any VAT for which we must account) and interest at 4% a year above the Bank of England base rate on the outstanding amount. Unpaid amounts remain recoverable, including reasonable costs of recovery, and we may decline future Bookings until they are settled.

5.6 We collect payments as agent for Service Providers. Paying us discharges your payment obligation to the Service Provider. Where we have agreed you may pay by bank transfer or in cash, payment in cash to your Service Provider at the visit also discharges your obligation for that visit and is accounted for through the Platform.

5.7 Recurring plans. For a recurring plan, we may change the per-visit price by giving you at least 30 days' notice by email and on the Platform. The new price applies only to visits scheduled after the notice period ends; it never changes the price of a visit already scheduled within the notice period. If you do not want the new price, you may end your plan free of charge at any time before the new price first applies (the clause 6 fees do not apply to ending the plan under this clause; they still apply to late cancellation of an individual scheduled visit).

6. CANCELLING OR RESCHEDULING A BOOKING

Cancellation and no-access fees under this clause are charged by us under the Platform Contract, for the reserved slot and Booking administration; they are not charges by your Service Provider, and they are inclusive of any VAT for which we must account. A cancellation or reschedule counts from the moment you submit it through the Platform or send it to us, regardless of when we read it. If you have a statutory cooling-off right, clause 7 prevails over this clause wherever it applies.

6.1 Standard services (domestic and one-off cleaning): you may cancel or reschedule free of charge with at least 24 hours' notice before the scheduled start time. With less than 24 hours' notice, a fee of 50% of the Booking price applies.

6.2 Specialist services (end of tenancy, deep cleaning, after-builders, carpet and upholstery, gardening and tradesperson services): you may cancel or reschedule free of charge with at least 72 hours' notice. With less than 72 hours' notice, a fee of 50% of the Booking price applies. With less than 24 hours' notice, a fee of 100% of the Booking price applies.

6.3 No access. If the Service Provider arrives and cannot gain access or cannot start for a reason within your control, a fee of 100% of the Booking price applies.

6.4 These fees are our charge for the reserved slot and the Booking administration. They reflect the costs a late cancellation causes us (the administration of the Booking, the commission we lose, and the travel compensation we pay a Service Provider who attends a visit that cannot go ahead) and our legitimate interest in keeping reserved slots honoured, because a slot cancelled late usually cannot be refilled at short notice. Where you reschedule late, the fee is our charge for the reserved slot you gave up, and the rescheduled visit is charged in the normal way. If we are in fact able to refill the slot, we will reduce the fee to reflect what was recovered; where you reschedule and the rescheduled visit goes ahead, the commission we earn on that visit counts as recovered for this purpose and we reduce the fee accordingly. We may also reduce or waive a fee in exceptional circumstances, at our discretion.

6.5 If we cancel. We may cancel a Booking where necessary (for example, no Service Provider is available, or safety or misuse concerns arise). If we cancel and do not offer you an alternative you accept, you receive a full and prompt refund of everything you paid for that Booking.

7. YOUR LEGAL RIGHT TO CANCEL (COOLING-OFF)

7.1 If you are a consumer, you have a legal right to cancel without giving a reason for 14 days after the day your Booking is confirmed and the Services Contract forms (and in any case never ending earlier than 14 days after the day you made the Booking). This is a statutory right attaching to the Services Contract, and where it applies it prevails over clause 6.

7.2 Services scheduled within the 14 days. If your Booking is scheduled within the 14-day period, we will ask you at booking to expressly request that both our platform services (the reserved slot and the Booking administration) and the Services are provided within your cancellation period, and to acknowledge what that means. If you do not make that request, the visit cannot go ahead within the 14-day period; where, because of when your confirmation is sent, a scheduled visit would fall within the period without the request having been made, we will ask you for it before the visit and otherwise reschedule the visit outside the period free of charge. If you make the request and then cancel before the visit, you pay nothing at all, and clause 6 does not apply; if you cancel after the Services have begun, you pay only for the proportion of the Services performed up to your cancellation; and once the Services have been fully performed, the legal right to cancel is lost.

7.3 Where your statutory right does not apply (for example, cancellations made after the 14-day period has ended), clause 6 applies in the normal way. Nothing in clause 6 reduces or qualifies your statutory right.

7.4 To exercise your cooling-off right, tell us by any clear statement: by email to hello@cleanersoflondon.co.uk, through the Platform, or by post to our registered office. Including your Booking reference helps us act quickly, but is not required. You may use this form of words, though you do not have to: "To Cleaners of London Services Limited, 124 City Road, London, EC1V 2NX: I hereby give notice that I cancel my contract for the supply of the following service: [service], booked on [date], name and address of consumer: [name, address]."

7.5 Your Platform Contract. Your Platform Contract with us is also made at a distance. If you are a consumer, you have the same 14 day legal right to cancel the Platform Contract, starting the day after it forms, exercised in the same way as clause 7.4. Because you expressly request at booking that our platform services begin within that period (clause 7.2), cancelling the Platform Contract does not remove a fee that has already arisen under clause 6 for platform services performed; otherwise cancelling costs you nothing and closes your account.

8. QUALITY, PROBLEMS AND GUARANTEES

8.1 Tell us within 24 hours. If you are not happy with a visit, tell us within 24 hours of completion and we will work with you and the Service Provider to put it right. We care about every job booked through the Platform. Missing this window never affects your statutory rights, including for problems that could not reasonably have been discovered within it. If your concern is about us rather than about a visit, contact us at hello@cleanersoflondon.co.uk and we will investigate and respond to you.

8.2 End of tenancy guarantee. End of tenancy cleans carry a 7-day guarantee, on the conditions set out in the End of Tenancy Cleaning Terms and Conditions provided at booking.

8.3 The Service Provider is responsible for the provision of the Services. Where something goes wrong, we will help resolve it as set out in this clause and the applicable Service Terms, but claims arising from the Services themselves lie against the Service Provider. Nothing in this clause affects your non-excludable legal rights.

9. DAMAGE

9.1 Report any damage claim to us in writing within 24 hours of the visit, or as soon as reasonably possible, with photographs where practicable.

9.2 Neither we nor the Service Provider are responsible for pre-existing damage, wear and tear or inherent fragility, or for marks or stains that cannot be removed using standard professional methods. Where an item reasonably required specialist treatment, responsibility is assessed against what a reasonably careful cleaner would have done. Where you did not secure or remove items of particular value (financial or sentimental) before the visit despite clause 10.2 and had the opportunity to do so, any compensation may be reduced to reflect that.

9.3 Where we choose, without admitting liability, to help resolve accidental damage, any goodwill credit we offer is limited to £150, redeemable against future Bookings and not payable in cash.

9.4 This clause does not exclude or limit any liability that cannot be excluded or limited by law.

10. YOUR RESPONSIBILITIES

10.1 Please provide a safe working environment and safe access for the Service Provider, and make sure any access arrangements (keys, codes, concierge) are in place before the visit. If a visit cannot start, or has to be stopped, because the property is genuinely unsafe or a person present is threatening or abusive towards the Service Provider, the visit is treated as one that could not proceed for a reason within your control: work already performed is chargeable in proportion to what was done, and clause 6.3 may apply where the visit could not start.

10.2 Secure or put away valuable, delicate or irreplaceable items before the visit.

10.3 You are responsible for parking, congestion and emissions charges applicable to a visit, as set out in the applicable Service Terms.

10.4 Unless cleaning products are booked as an extra, you provide the cleaning materials and equipment for the visit. Where products are booked as an extra, the Service Provider brings them.

11. INSURANCE

11.1 We strongly recommend that you hold home and contents insurance covering work carried out at your property.

11.2 Service Providers are independent businesses and are responsible for loss or damage caused by their negligence (clause 8.3). We strongly encourage every Service Provider to hold their own public liability insurance, and for certain specialist Services (such as carpet and upholstery treatment) we require it. We do not warrant that any individual Service Provider is insured, or the scope of any policy they hold; where a Service Provider has evidenced a policy to us, we will confirm that on request.

12. OUR LIABILITY

12.1 Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded or limited by law.

12.2 Subject to clause 12.1, our total liability to you arising from or in connection with these terms and your use of the Platform is limited to the greater of the price you paid for the Booking concerned and £500.

12.3 Subject to clause 12.1, we are not liable for indirect or consequential losses, loss of income, business, profits or goodwill, or losses that were not reasonably foreseeable to both of us when the Booking was made.

12.4 We take reasonable care to keep your Booking and payment details secure. In the absence of negligence on our part, we are not liable for loss caused by a third party obtaining unauthorised access to data you provide.

13. YOUR RESPONSIBILITY TO US

You agree to compensate us, our directors, employees and agents for losses we suffer arising out of your deliberate misuse of the Platform, or from claims by third parties caused by an act or omission of a Service Provider carried out at your specific direction outside the booked scope. Recovery under this clause is limited to losses a court would order on ordinary principles. This clause survives the end of these terms.

14. CONTENT AND INTELLECTUAL PROPERTY

14.1 We own or licence all intellectual property rights in the Platform and its content. You may view, download and print pages for personal use; any commercial use requires our written permission.

14.2 If you post content on the Platform (including reviews and ratings), you grant us a worldwide, perpetual, non-exclusive, royalty-free licence to use, reproduce, adapt and display that content on the Platform and in our marketing.

15. PRIVACY

15.1 We process personal information as described in our Privacy Policy, available on the Platform.

15.2 We share with the Service Provider the information they need to perform your Booking (such as your name, address and access details). Service Providers are required to keep it confidential and use it only for the Booking.

15.3 Telephone calls with us may be recorded for training, quality and dispute-resolution purposes.

16. EVENTS OUTSIDE OUR CONTROL

We are not responsible for failure or delay caused by events outside our reasonable control, including industrial action, extreme weather, epidemics, transport or telecommunications failures, and acts or restrictions of government. Where such an event affects a Booking, we will contact you to reschedule or refund.

17. CHANGES TO THESE TERMS

17.1 We may update these terms from time to time. Your Booking is governed by the terms in force when you made it.

17.2 If we make a material change, we will give you reasonable notice on the Platform or by email. If you do not accept a material change, you may close your account and, for any affected confirmed Booking, cancel without charge.

18. GENERAL

18.1 Notices. Send notices to us at hello@cleanersoflondon.co.uk. We may send notices to the email or postal address on your account. An email notice is treated as received 24 hours after sending; a letter, three days after posting.

18.2 Transfer. You may not transfer your rights under these terms without our written consent. We may transfer ours to a successor of our business on notice to you.

18.3 Severability. If part of these terms is found invalid, the rest remains in force.

18.4 Waiver. If we do not enforce a right straight away, we can still enforce it later.

18.5 Entire agreement. These terms, the applicable Service Terms and the documents they refer to are the whole agreement between you and us about the Platform.

18.6 Third parties. Your Service Provider may enforce the terms of the Services Contract set out in these terms. Otherwise, no one other than you and us has rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.

18.7 Law and courts. These terms and any contract formed under them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer, you keep any protections given by the law of the place where you live.

18.8 Contact Information

If you have any questions about these terms, please email us at hello@cleanersoflondon.co.uk.

Cleaners of London Services Limited
Company Registration Number: 14750111
Registered office: 124 City Road, London, EC1V 2NX
Website: www.cleanersoflondon.co.uk
Booking system: app.cleanersoflondon.co.uk

These Terms and Conditions were last updated on 13 September 2026.