Soho Cleaner Terms and Conditions
These Soho Cleaner terms and conditions set out the agreement between the customer and Soho Cleaner for all domestic and commercial cleaning services provided under a booking. By making a booking, requesting a quotation, or confirming an appointment, the customer agrees to be bound by these terms. Please read them carefully before placing an order for a Soho cleaning service or any related add-on.
In these terms, references to “we”, “us”, and “our” mean the cleaning service provider operating under the Soho Cleaner name. References to “you” and “your” mean the customer, client, or authorised representative making the booking. These conditions are intended to explain how bookings are made, how payment works, when cancellations apply, and how responsibility is handled where issues arise during or after the service.
We may update these terms from time to time to reflect changes in our operations, pricing structure, legal duties, or service standards. The version in force at the time your booking is accepted will apply to that booking unless we notify you otherwise in writing. Continued use of our Soho cleaning services after a change has been published will be treated as acceptance of the updated wording.
Booking process begins when you submit a request for a quote, availability check, or service appointment. A booking is not confirmed until we have accepted the request and provided written or electronic confirmation. We may ask for details such as the property type, approximate size, requested tasks, access arrangements, and any special instructions needed to complete the work safely and effectively.
You must ensure that all information supplied at the time of booking is accurate and complete. If the property details, cleaning requirements, or access conditions are materially different from what was described, we may revise the price, change the duration, or decline to proceed if the service cannot reasonably be delivered as planned. Any estimate provided for a Soho Cleaner service is based on the information available at the time and may be adjusted if the actual conditions differ.
We reserve the right to refuse or cancel a booking where we believe the service requested falls outside our scope, cannot be carried out safely, would breach the law, or would require equipment, products, or expertise that we do not provide. If we need to reschedule, we will make reasonable efforts to offer an alternative appointment. However, we cannot guarantee every preferred time slot or specific team member.
Access and preparation are important parts of the service. You must ensure we can gain safe and timely access to the property at the agreed time. This includes providing keys, entry codes, parking information where relevant, and any instructions needed to enter the premises. If we are unable to access the property or are delayed because access details were incorrect or not provided, the booking may still be charged in full or in part.
The premises should be prepared so that cleaning can begin without unnecessary delay. This means clearing away personal belongings, valuables, fragile items, confidential paperwork, and any items that could obstruct cleaning work or create a hazard. We are not responsible for moving heavy furniture, handling dangerous materials, or dealing with items that require specialist clearance unless this has been specifically agreed in advance and included in the booking.
If you request a change to the service on the day of attendance, we will try to accommodate it where possible. However, additional tasks may require extra time, extra staff, or an amended price. Any extension to the original plan is subject to availability and approval by us. A Soho cleaning appointment should therefore be treated as a scheduled service with clearly defined scope rather than an open-ended instruction.
Payments must be made in accordance with the quotation, invoice, or payment instructions provided at the time of booking. Unless we agree otherwise in writing, charges are due on completion of the service or in advance where a prepayment has been requested. We may require a deposit to secure certain bookings, particularly for larger jobs, repeat visits, or services involving specialist preparation.
Prices may be quoted as fixed fees, hourly rates, or estimated ranges depending on the type of work requested. If the service takes longer than expected because of unforeseen conditions, inadequate preparation, restricted access, or additional requests from you, we may charge for the extra time or issue a revised invoice. Any approved Soho Cleaner cleaning package may also be subject to supplementary charges for non-standard products, equipment, or disposal costs.
Unless stated otherwise, all prices are exclusive of any applicable taxes or mandatory charges. Payment may be made using accepted methods specified in the invoice or booking confirmation. If a payment fails, is reversed, or is not received by the due date, we may suspend further services, withdraw discounts, recover collection costs where permitted by law, and take reasonable steps to secure payment of outstanding sums.
Cancellations and rescheduling must be made within a reasonable time before the appointment. If you need to cancel or move a booking, you should notify us as soon as possible so that the slot can be released and offered to another client. The exact notice period may vary by service type, but where late cancellation occurs, a fee may be charged to cover lost time and administrative costs.
If cancellation takes place too close to the appointment time, if access is not provided, or if the property is unavailable when we attend, we may treat the booking as a late cancellation or failed attendance. In such cases, the full charge or a reasonable portion of it may remain payable, especially where staff, equipment, or materials have already been allocated. This applies equally to one-off services and recurring Soho Cleaner services.
We may reschedule a service where necessary due to illness, severe weather, equipment failure, safety concerns, or other events beyond our reasonable control. In those circumstances, we will aim to offer another appointment at the earliest reasonable time. We will not be liable for indirect loss arising from rescheduling, provided we act in good faith and use reasonable efforts to minimise disruption.
Service standard and liability We will perform the cleaning service with reasonable care and skill, using suitable products and methods for the task agreed. However, some surfaces, fixtures, fabrics, or finishes may be delicate, worn, previously damaged, or unsuitable for certain cleaning methods. You should tell us in advance about any known sensitivities, special materials, or areas that require careful handling so we can decide whether the service is appropriate.
We are not liable for pre-existing damage, hidden defects, manufacturing faults, wear and tear, or deterioration caused by age, poor maintenance, or unsuitable materials. Where items are left in vulnerable positions, where fragile objects are not removed before work begins, or where incorrect information has been given, we cannot accept responsibility for resulting loss or damage except where required by law. Nothing in these Soho cleaning terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
If you believe damage has occurred during the service, you must notify us promptly and provide reasonable evidence, including photographs and a description of the issue. We may inspect the matter, request further information, or ask for access to the area concerned. Any claim must be made within a reasonable period after the service date so that we can investigate fairly and efficiently.
Waste regulations and disposal Our services may involve the collection or handling of waste generated during cleaning, but all waste must be managed in accordance with applicable UK waste rules and property-specific arrangements. You remain responsible for ensuring that the premises have appropriate bins, storage, or disposal facilities unless we have expressly agreed to remove waste as part of the booking. We do not undertake illegal dumping, unauthorised disposal, or removal of hazardous materials without proper consent and lawful arrangements.
Where waste is removed by us as part of an agreed service, it will be handled reasonably and lawfully. You must tell us in advance if any materials may be hazardous, contaminated, sharp, biological, or otherwise regulated. This includes but is not limited to chemicals, medical waste, asbestos-related materials, needles, solvents, or items contaminated beyond normal domestic waste. We may refuse to touch or move any item that we reasonably consider unsafe or unlawful to handle.
If cleaning work generates waste that requires special treatment, additional charges may apply for labour, transport, packaging, protective equipment, or disposal fees. We may also decline a job where compliance with waste rules would be impractical, unsafe, or disproportionate to the service requested. By booking a Soho Cleaner cleaning service, you confirm that you will disclose relevant waste-related information and cooperate with lawful disposal arrangements.
Customer responsibilities You must ensure that the property is reasonably safe for our staff to enter and work in. Pets should be secured, alarms should be disabled or managed appropriately, and any hazards such as exposed wiring, slippery floors, broken glass, or aggressive behaviour should be disclosed before the appointment. We may stop work if conditions become unsafe or if we are prevented from completing the service properly.
You are responsible for supervising children, visitors, tenants, contractors, and any other persons present at the property during the service. We are not responsible for loss or damage to cash, jewellery, documents, data storage devices, or other valuable items unless we have expressly agreed in writing to take special precautions. As a general rule, personal possessions should be stored away before the team arrives.
Complaints and corrections If you are dissatisfied with the standard of work, you should tell us within a reasonable time after the visit so that we can review the issue. Where appropriate, we may offer a re-clean, partial correction, or another reasonable remedy. This will not be available where dissatisfaction arises from instructions that were unclear, unrealistic expectations, changed conditions after completion, or matters outside our control. Any remedy offered will be at our discretion, subject to your statutory rights.
Insurance and limitations We maintain insurance cover appropriate to the nature of our operations, but insurance does not mean that every loss is recoverable. Our total liability to you in connection with any booking, whether arising in contract, tort, negligence, or otherwise, will be limited to the amount paid or payable for the relevant service, except where the law requires a different outcome. We shall not be liable for loss of profit, loss of business, loss of opportunity, or indirect or consequential loss.
If part of these terms is found to be invalid or unenforceable, the remainder will continue in full force to the extent permitted by law. A failure by us to enforce any right or provision immediately will not constitute a waiver of that right. Any variation to the agreed service must be confirmed by us to be valid. These principles apply across all Soho Cleaner bookings, whether recurring, ad hoc, or project-based.
These terms, together with the booking confirmation and any written variation agreed by us, form the entire agreement between the parties for the relevant service. No statement made before booking will override the written terms unless we expressly agree otherwise. You should retain a copy of your confirmation and these conditions for your records.
Governing law These terms 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. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising from these terms, the booking, or the services supplied, unless mandatory law provides otherwise.
By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these Soho Cleaner terms and conditions. You also confirm that you are authorised to enter into the agreement on behalf of any occupier, landlord, tenant, or business associated with the property where the service is to be carried out. These terms are intended to create a clear, fair framework for the provision of professional cleaning services.
We may rely on these conditions for any future booking unless a new set of terms is issued and accepted. The aim of the agreement is to provide a reliable and lawful basis for each Soho cleaning appointment, while ensuring that expectations on both sides remain clear, practical, and reasonable.