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 ("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 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;
"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 agent. That means we market their services, take your Booking, conclude the contract for the Services with you on the Service Provider's behalf, collect payment from you on their behalf, and stay your point of contact throughout.
2.2 Two Contracts
When we send you a Booking confirmation, two things come into existence: a contract between you and us for your use of the Platform (on these terms), and a contract between you and the Service Provider for the Services themselves. The Service Provider is responsible for providing the Services.
2.3 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.
2.4 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.
2.5 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 take priority 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 if it is unavailable at any time.
4. BOOKINGS
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 All Bookings are subject to acceptance. A Booking is accepted when we send you a Booking confirmation.
4.3 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.
4.4 Check your Booking confirmation and tell us promptly about any error.
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 4.3 or the applicable Service Terms.
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;
(c) place a pre-authorisation hold on it in the days before a scheduled visit, to confirm funds are available; and
(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 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.
6. CANCELLING OR RESCHEDULING A BOOKING
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 reflect a genuine estimate of the loss caused by a cancelled slot that cannot be refilled and a Service Provider whose time is lost. We may 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.
6.6 We may suspend or close your account for breach of these terms, fraudulent activity, or abusive behaviour towards Service Providers or our team.
7. YOUR LEGAL RIGHT TO CANCEL (COOLING-OFF)
7.1 If you are a consumer, you have a legal right to cancel your contract within 14 days of making a Booking without giving a reason.
7.2 If your Booking is scheduled within that 14-day period, you expressly request that the Services are provided within the cancellation period. If you then cancel, we may charge for what has been performed before cancellation, and once the Services have been fully performed the right to cancel is lost.
7.3 The cancellation fees in section 6 apply alongside this right and never reduce it. To exercise your cooling-off right, email hello@cleanersoflondon.co.uk.
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.
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 section and the applicable Service Terms, but claims arising from the Services themselves lie against the Service Provider. Nothing in this section 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; marks or stains that cannot be removed using standard professional methods; damage to items that reasonably required specialist treatment; or damage to items of particular value (financial or sentimental) that were not secured or removed before the visit, where you had the opportunity to do so.
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 section 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.
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.
11. INSURANCE
11.1 We recommend that you hold home and contents insurance covering work carried out at your property.
11.2 Service Providers on the Platform are required to hold their own public liability insurance under their agreements with us. We do not warrant the scope of any individual policy; details are available 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 claims, liabilities, losses and reasonable costs (including reasonable legal fees) arising out of your breach of these terms, your misuse of the Platform, any dispute between you and a Service Provider, or any act or omission of a Service Provider carried out at your specific direction outside the booked scope. This section 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 Party Rights
No one other than you, us and (where these terms say so) Service Providers has rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.
18.7 Governing Law and Jurisdiction
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
Website: www.cleanersoflondon.co.uk
Booking system: app.cleanersoflondon.co.uk
These Terms and Conditions were last updated on 6 August 2026.