Soho Cleaners Service Terms and Conditions

These terms and conditions set out the basis on which Soho Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to carry out work, the customer agrees to these terms. They are designed to create a clear and fair framework for both sides, covering the cleaning service agreement, booking process, payments, cancellations, liability, waste handling, and legal matters. Please read them carefully before placing an order for any Soho cleaners service.

For the purposes of these terms, “we”, “us”, and “our” refer to Soho Cleaners, and “you” or “the customer” refers to the person, business, landlord, tenant, managing agent, or other party requesting the service. These terms apply to standard cleaning, deep cleaning, end of tenancy cleaning, one-off visits, periodic arrangements, and any additional cleaning work agreed in writing or by electronic confirmation. If a separate written agreement exists, those specific terms will apply alongside these general conditions unless expressly stated otherwise.

We aim to provide a reliable and professional cleaning services contract, but the exact scope of work depends on the booking details, the condition of the property or premises, access arrangements, and any limitations discussed before the appointment. A booking is not considered complete until it has been accepted by us and, where required, any deposit or pre-authorisation has been received. We reserve the right to decline a booking where the requested work is unsuitable, unsafe, or outside the range of services we provide.

Booking process

Bookings may be made through our standard ordering channels and are subject to availability. When requesting a Soho Cleaners booking, you must provide accurate information about the property, the type of cleaning required, the approximate size of the area, the number of rooms or items to be cleaned, the condition of the premises, and any special instructions. If you fail to disclose relevant information, the final quotation may need to be revised, the visit may be shortened, or additional charges may apply.

Any price estimate or quotation is based on the information supplied at the time of booking. Estimates are not guarantees unless expressly stated as fixed-price services. If the actual conditions differ from the description provided, or if access is delayed, the service may take longer than expected. In such cases, we may charge for extra labour, additional materials, or a rebooking where necessary. You are responsible for ensuring that the service location is accessible and suitable for cleaning on the agreed date and time.

Appointments are offered on a scheduled basis, and arrival times may be given as a window rather than an exact minute. We will make reasonable efforts to attend within the agreed period, but traffic, weather, staffing, technical issues, or unforeseen delays may affect timing. Where a delay occurs, we will seek to notify you as soon as reasonably possible. No guarantee is given that a specific cleaner, team member, or vehicle will attend unless we have expressly agreed this in advance.

Payments and charges

All charges for the Soho cleaning service terms will be explained before work begins, including any call-out fee, minimum charge, hourly rate, fixed price, materials charge, or extra service charge. Unless otherwise agreed, payment becomes due on completion of the service or at the time specified in the booking confirmation. For regular or commercial customers, we may agree invoicing terms in writing, including payment within a stated number of days.

We accept payment methods made available at the time of booking. If a deposit is required, your booking may be held only once that deposit has been paid. Deposits are normally deducted from the final bill unless the booking is cancelled late or access is refused. If payment is not made on time, we may suspend future services, charge reasonable recovery costs, and, where permitted by law, apply statutory interest or late payment fees. Any bank charges resulting from failed payments may be passed on to you where lawful.

Discounts, promotional rates, and package pricing are offered at our discretion and may be withdrawn or altered at any time for future bookings. They do not apply automatically to additional work requested on the day, materials not included in the original quote, or repeated visits that fall outside the agreed schedule. If the job requires specialist equipment or cleaning products, these may be charged separately unless included in the quotation. You should review the booking confirmation carefully to ensure the scope and pricing are correct.

Cancellations, rescheduling, and access

You may cancel or reschedule a booking by giving us reasonable notice. Cancellations made with sufficient notice may not incur a charge, but this depends on the service type and any preparatory costs already incurred. If you cancel close to the appointment time, we may charge a cancellation fee, retain a deposit, or charge part of the booked amount to cover reserved staff time and administrative costs. The applicable notice period may be specified in your booking confirmation.

If we arrive at the property and cannot gain access, or if the premises are not ready for cleaning, we may treat the appointment as cancelled by you and charge for wasted attendance. This includes situations where keys are unavailable, entry codes are not working, parking restrictions prevent access, utilities are switched off where needed for the work, or the area is obstructed by possessions. You are responsible for ensuring that the property is prepared for the agreed service.

If we must cancel or reschedule due to exceptional circumstances, illness, safety concerns, equipment failure, weather disruption, or events outside our control, we will seek to arrange an alternative time. Our liability for cancellation will be limited to refunding any prepaid amount for the cancelled portion of the service, unless otherwise required by law. We do not accept responsibility for indirect losses resulting from a cancelled or rearranged appointment, provided we have acted reasonably.

Service standards and customer responsibilities

We will provide the service with reasonable care and skill, using trained staff and appropriate equipment for the task agreed. The exact method used may be chosen by us unless you have requested a particular approach and we have confirmed it can be followed safely. However, some stains, ingrained dirt, odours, water marks, mould, limescale, adhesive residue, and similar issues may not be fully removable. Cleaning outcomes can vary depending on material type, age, wear, and previous maintenance.

You must ensure that valuable, fragile, prohibited, or hazardous items are secured or removed before the service begins. We are not required to move items that are excessively heavy, dangerous, or likely to cause damage if relocated. Where furniture or objects are moved as part of the cleaning process, we will exercise reasonable care, but you should notify us in advance of anything requiring special handling. We may refuse to clean areas that are unsafe, unsanitary, contaminated, or infested beyond the scope of our normal service.

If the property contains pets, children, health hazards, biohazards, or any other condition that could affect safety, hygiene, or efficiency, you must tell us before the appointment. Certain tasks may require the use of particular products or methods that are not suitable for all surfaces. We may advise against cleaning delicate or damaged items, and if you insist on proceeding, this may be at your own risk to the extent allowed by law. Any instructions that conflict with safe working practices may be declined.

Liability and limitations

We will use reasonable care and skill when delivering the cleaning agreement, but we do not guarantee that every defect, stain, mark, or odour will be removed. Our liability is limited to direct losses caused by our negligence or breach of contract, and only to the extent permitted by UK law. We are not responsible for loss of profit, loss of business, loss of opportunity, or any indirect or consequential loss arising from the service, except where such exclusion is not permitted.

If we damage property while acting negligently, we may at our discretion repair, replace, or compensate for the affected item, taking into account fair wear and tear, age, and depreciation. We are not liable for pre-existing damage, hidden defects, fragile materials, unsecured items, or damage caused by poor maintenance, unsuitable installation, or the nature of the material itself. Customers are encouraged to point out any areas of concern before work starts so that we can assess risk and decide whether the task is appropriate.

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 be excluded under applicable law. Where a claim is made, you must notify us within a reasonable time and provide evidence of the issue, including photographs where practical. You must also take reasonable steps to reduce any further loss or damage after the issue is discovered.

Waste regulations and disposal

All waste produced during a Soho cleaners service must be handled in accordance with applicable UK waste laws and local disposal requirements. We will dispose only of waste generated directly by the cleaning activity, such as ordinary packaging, disposable cloths, dust, and other routine debris, unless a separate waste removal arrangement has been agreed. We do not provide general rubbish clearance, hazardous waste collection, or disposal of restricted materials unless explicitly stated in writing and lawfully permitted.

You must inform us in advance if the premises contain hazardous substances, sharps, needles, bodily fluids, asbestos, chemicals, clinical waste, mould contamination, or any other material requiring specialist handling. We may refuse to deal with such waste or may require additional charges, specialist equipment, or a qualified third party. If illegal, dangerous, or regulated waste is discovered during the service, we may stop work immediately and ask that the area is made safe before continuing.

Where we remove materials from the premises as part of the agreed service, ownership of those materials passes to the lawful waste facility or disposal provider once transferred. You confirm that any waste you ask us to remove is lawfully capable of disposal and does not include items that require special licensing, consents, or handling beyond our agreement. You remain responsible for the accuracy of any description given about waste, contents, or contamination.

Data, complaints, and general terms

We may process personal data that you provide in order to manage bookings, communicate about the service, process payments, deal with complaints, and maintain records. Such processing will be carried out in line with applicable data protection law and our privacy arrangements, where relevant. You should ensure that any personal data shared with us about third parties is provided lawfully and only where needed for the performance of the service.

If you are unhappy with any aspect of the service, you should notify us as soon as reasonably possible so that we can investigate. Any complaint should be supported by clear details of the issue and, where possible, photographs. Our aim is to resolve service concerns fairly and promptly. A complaint does not remove your obligation to pay undisputed amounts due for work already completed in accordance with the booking.

We may update these terms from time to time. Changes will apply to future bookings unless otherwise agreed. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure by us to enforce any right or provision shall be treated as a waiver of that right or provision. These terms form the entire agreement between the parties for the relevant service, unless supplemented by a separate written contract.

Governing law

The service agreement, any dispute or claim arising from it, and any non-contractual obligations connected with it shall be governed by and interpreted in accordance with the laws of England and Wales, unless mandatory law requires otherwise. The courts of England and Wales shall have jurisdiction, subject to any rights you may have under consumer law or other applicable legislation. This provision applies to the fullest extent permitted by law.

By proceeding with a booking for a Soho Cleaners appointment, you confirm that you have read, understood, and agreed to these terms and conditions. If you are booking on behalf of another person or organisation, you confirm that you have authority to accept these terms on their behalf and that you will ensure they are made aware of their obligations under this service agreement.

These terms are intended to balance customer convenience with clear operational rules for a professional cleaning services contract. We encourage customers to review the booking confirmation carefully and raise any questions about the scope, payment, access, or special requirements before the appointment begins. Doing so helps ensure that the service is delivered smoothly, safely, and in line with the agreed expectations.