Service Terms & Conditions

Introduction

These Terms and Conditions apply to the website operated by Smartway Cleaning Ltd and to cleaning services supplied by us to consumers and business customers.

References to “Smartway Cleaning”, “the Company”, “we”, “us” or “our” mean Smartway Cleaning Ltd. References to “you”, “your” or “the customer” mean the person or organisation requesting, arranging or paying for the service.

By confirming a booking through our website, telephone, WhatsApp, email or another agreed method, you confirm that you have had an opportunity to read and understand these terms.

The confirmed quotation, service checklist, written messages and these terms together form the agreement between you and us.

1. General Terms

1.1 Website use

You may use this website to obtain information about our services, request quotations and contact Smartway Cleaning Ltd. You must not misuse the website, attempt unauthorised access, introduce malicious software or use it for fraudulent or unlawful purposes.

1.2 Information on the website

We aim to keep service descriptions, indicative prices, checklists and coverage information accurate. Website content is general information and does not replace the individual written quotation and confirmed scope for your property.

1.3 Service coverage

We provide services in selected locations across London, Essex, Hertfordshire, Cambridge and surrounding service areas. Availability depends on the postcode, service type, property condition, team schedule and equipment required.

1.4 Authority to book

The person making the booking confirms that they are at least 18 years old and have authority to arrange access and cleaning at the relevant property.

1.5 Business customers

Where a booking is made wholly or mainly for business purposes, additional written commercial terms may apply. Where those terms conflict with these terms, the specifically agreed written commercial terms will take priority to the extent permitted by law.

2. Quotes and Bookings

2.1 Information required

Quotations are based on the information supplied by the customer. This may include:

• property type and size;
• number of rooms, bathrooms and floors;
• current condition and level of build-up;
• selected service and required extras;
• photographs or video;
• access, parking and location information;
• surface, fabric or material details;
• the date, deadline and expected result.

You must provide information that is accurate and sufficiently complete. Materially incorrect or omitted information may affect the price, duration, staffing or ability to perform the service.

2.2 Validity of quotations

A quotation is valid for the period stated in the quotation. If no period is stated, it will normally remain open for seven calendar days, subject to availability.

2.3 Indicative prices

Prices shown as “from”, estimates or examples on the website are indicative only. The confirmed price will be based on the information supplied and the agreed scope.

2.4 Booking confirmation

A requested date or provisional quotation does not guarantee an appointment. A booking is confirmed only after:

• we accept the requested service and date;
• the scope and price are agreed;
• required customer information is provided; and
• full cleared payment is received, unless otherwise agreed in writing.

2.5 Changes before arrival

Please tell us promptly if the property condition, scope, access or requested services change. We will explain any effect on the price or appointment before additional work is authorised.

2.6 Changes discovered at the property

If the property is materially larger, more heavily soiled, unsafe or different from the description supplied, we may:

• explain the issue and provide a revised quotation;
• offer a reduced scope within the original booking value;
• request approval for additional time or services;
• reschedule specialist work; or
• decline unsafe or unsuitable work.

We will not undertake chargeable additional work without the customer’s agreement.

3. Pricing and Payment

3.1 Confirmed price

The booking price covers the service and items expressly listed in the confirmed quotation or booking message.

Tasks not listed in the confirmed scope are not automatically included, even where they appear on another service page or general checklist.

3.2 Additional costs

Where disclosed and applicable, the customer may be responsible for reasonable additional costs such as:

• parking charges;
• congestion, toll or clean-air-zone charges;
• additional authorised cleaning time;
• specialist products or equipment;
• additional rooms, appliances or furnishings;
• waste disposal agreed in advance;
• return attendance caused by incorrect access information.

3.3 Payment timing

Full payment is normally required to secure and confirm the booking and must clear before the cleaning team attends the property, unless Smartway Cleaning Ltd agrees otherwise in writing.

3.4 Failed or reversed payments

A booking may remain unconfirmed or be suspended where a payment fails, is reversed or is not received by the agreed deadline.

3.5 Invoices

Customers should check invoices, quotations and booking confirmations promptly and notify us of any apparent error before the appointment.

4. Customer Responsibilities

The customer is responsible for taking reasonable steps to prepare the property and enable the service to be performed safely and efficiently.

4.1 Access

You must provide lawful and timely access to all areas included in the booking and supply accurate entry, key, alarm, concierge or lockbox instructions.

4.2 Utilities

Unless agreed otherwise, the property must have working electricity, lighting, hot and cold running water, drainage and safe access to the required areas.

4.3 Personal and valuable items

Cash, jewellery, medication, important documents, fragile items and irreplaceable property should be removed or secured before cleaning begins.

4.4 Clutter and belongings

Surfaces, floors and areas included in the clean should be reasonably accessible. Our team is not required to organise, inventory or move excessive personal belongings unless this has been specifically agreed.

4.5 Faults and delicate surfaces

You must tell us about:

• damaged, loose or unstable fixtures;
• delicate, antique or high-value surfaces;
• known colour-fastness or shrinkage concerns;
• natural fibres and specialist fabrics;
• faulty appliances or electrical equipment;
• previous chemical treatments;
• areas that must not be cleaned.

4.6 Children and vulnerable persons

Children and vulnerable persons must be appropriately supervised and kept away from equipment, wet floors and cleaning products.

4.7 Pets

Pets must be safely secured away from the working area. We are not responsible for an animal escaping where reasonable access arrangements or restraints were not provided.

5. Service-Specific Terms

5.1 General cleaning limitations

Cleaning can improve hygiene and appearance, but we cannot promise the removal of every stain, mark, smell, discolouration, limescale deposit, mould mark, burn, scratch or sign of wear.

Permanent damage, deterioration, ageing, dye loss, corrosion, defective sealant, ingrained staining and material wear are not cleaning defects.

5.2 End of tenancy cleaning

Unless otherwise agreed:

• the property should be vacant or substantially empty;
• personal belongings and rubbish should be removed;
• cupboards and drawers must be emptied for internal cleaning;
• utilities and lighting must remain connected;
• freezer units should be defrosted where internal cleaning is booked;
• the property must not be occupied or altered during or immediately after the clean;
• carpet extraction, upholstery, exterior windows, walls, mould remediation and specialist restoration are included only when expressly booked.

We do not guarantee the return of a tenancy deposit because deposit decisions may involve damage, maintenance, inventory requirements, landlord expectations and matters outside our control.

5.3 One-off and deep cleaning

Deep cleaning addresses accessible areas within the agreed timeframe and checklist. Heavy clutter, hazardous waste, infestation, biohazards, specialist restoration and inaccessible areas are excluded unless expressly accepted.

5.4 After-builders cleaning

Building and decorating work must be substantially completed before the clean. The property must be safe, ventilated and free from active tradespeople, loose tools and major construction waste.

Removal of hardened paint, plaster, grout, adhesive, silicone, cement, scratches or permanent construction damage cannot be guaranteed. Aggressive removal methods will not be used where they create an unreasonable risk of surface damage.

5.5 Carpet and rug cleaning

Results depend on fibre type, construction, backing, fitting, previous treatment, age and stain chemistry. Stain and odour removal cannot be guaranteed.

The customer must identify natural fibres, specialist materials and known fitting issues. Drying times vary according to ventilation, humidity, fibre and room temperature.

5.6 Sofa and upholstery cleaning

Upholstery will be assessed before treatment. We may decline or modify treatment where labels are absent, fabric is unstable, dye transfer is likely or the item is unsuitable for wet cleaning.

5.7 Mattress cleaning

Mattress cleaning does not constitute medical treatment and does not guarantee the elimination of every allergen, microorganism, stain or odour. Drying and ventilation instructions must be followed before the mattress is used.

5.8 Oven and appliance cleaning

Appliances must be safe, cool and accessible. The customer must disclose faults, damaged seals, loose glass, defective controls or specialist coatings.

Cleaning does not include electrical or mechanical repair. Carbonisation, corrosion, permanent discolouration and coating damage may remain.

5.9 Commercial cleaning

Commercial services will be performed according to the agreed schedule, scope, site rules and access arrangements. Site contacts must disclose relevant hazards and provide any required inductions.

5.10 Waste and hazardous materials

Unless expressly agreed, our standard services do not include specialist removal of:

• needles or sharps;
• human or animal waste posing a biological risk;
• asbestos or suspected asbestos;
• toxic chemicals;
• pest infestations;
• large construction waste;
• contaminated or illegally stored materials.

6. Access, Parking and Safety

6.1 Arrival windows

Arrival times may be given as a reasonable window rather than an exact minute. Traffic, previous appointments, weather and access conditions may affect arrival.

6.2 Failure to provide access

If the team cannot obtain access at the agreed time, we will attempt to contact the customer using the details provided.

Waiting time may reduce the time available for the service. Where access remains unavailable, the booking may be treated as a same-day cancellation. Any amount retained or charged will be limited to a reasonable amount reflecting the direct loss caused by the failed appointment.

6.3 Keys

Keys must be provided and collected using an agreed secure method. We will take reasonable care of keys entrusted to us. Keys should not display the full property address where this can reasonably be avoided.

6.4 Parking

The customer must inform us of parking restrictions and arrange a lawful parking option reasonably close to the property. Agreed parking, permit, congestion and toll charges may be added to the booking.

6.5 Safe working conditions

We may stop, refuse or postpone work where conditions present a reasonable health, safety, harassment or security concern. Examples include:

• threatening or abusive behaviour;
• unsafe electrical installations;
• structural hazards;
• uncontrolled animals;
• serious infestation;
• suspected hazardous materials;
• illegal activity;
• lack of safe water, lighting or ventilation.

Any charge will take account of the work completed, costs incurred and the circumstances causing the service to stop.

7. Cancellations and Rescheduling

Please notify us as early as possible if you need to cancel or move an appointment.

7.1 Rescheduling

A first rescheduling request made more than 48 hours before the appointment will normally be accommodated without a rescheduling fee, subject to availability.

Short-notice or repeated rescheduling may be treated in the same way as a cancellation where it causes a direct and unavoidable loss.

7.2 Cancellation by us

We may need to cancel or reschedule because of illness, vehicle problems, severe weather, unsafe conditions or another event outside reasonable control.

Where we cancel and cannot provide a suitable alternative, the customer will receive a refund of the amount paid for the service we did not provide.

8. Consumer Cancellation Rights

Consumers who enter into a contract online, by telephone, WhatsApp, email or away from our business premises may have a legal cancellation period under applicable consumer contract rules.

8.1 Service requested during the cancellation period

Where you ask us to begin or complete a service during an applicable statutory cancellation period, we may request your express confirmation that you want the service to begin.

If you later exercise a legal cancellation right after work has begun at your request, you may be required to pay a reasonable amount for the service supplied up to cancellation, where the law permits.

8.2 Fully performed services

Where the service has been fully performed within the statutory cancellation period following your express request and acknowledgement, the legal right to cancel may end in accordance with applicable law.

8.3 Statutory rights take priority

If a statutory cancellation right applies and conflicts with our standard cancellation timetable, the statutory right will take priority.

9. Service Quality and the 48-Hour Correction Process

9.1 Our standard

We will perform the agreed service with reasonable care and skill, using methods we consider suitable for the agreed task, property and material.

9.2 Checking the service

Where reasonably possible, the customer or representative should inspect the completed work before the team leaves and raise any visible concern at that time.

9.3 Reporting an issue

A request concerning an included area should be submitted in writing within 48 hours after completion and should include:

• the booking name and property address;
• a clear description of each affected area;
• dated photographs or video where reasonably available;
• confirmation that the area has not been altered or cleaned after our visit;
• reasonable access for inspection or correction.

9.4 Correction visit

Where an included task was reasonably found not to have been completed with the required care and skill, we may offer to return and correct the specific affected area at no additional cleaning charge.

A correction visit does not include:

• new marks or dirt occurring after the original service;
• tasks outside the confirmed scope;
• permanent staining, damage or wear;
• areas altered, used or cleaned by another person after our visit;
• additional services requested after completion.

9.5 Access for correction

The customer must provide reasonable access for an inspection or agreed correction visit. The timing will be arranged according to availability and the nature of the concern.

10. Complaints, Re-performance and Refunds

10.1 How to complain

Complaints should be sent in writing to:

alycodreanu@gmail.com

Please provide the booking details, a clear description of the concern and any supporting photographs or documents.

10.2 Investigation

We may review booking messages, checklists, photographs, payment records, staff feedback and any evidence supplied by the customer.

10.3 Available remedies

Depending on the circumstances and the customer’s legal rights, an appropriate remedy may include:

• an explanation or clarification;
• completion of an omitted included task;
• re-performance of the affected part of the service;
• a proportionate price reduction;
• a partial refund relating to the affected work;
• a full refund where legally required or where no meaningful service was supplied.

10.4 Proportionate refunds

Where a price reduction or partial refund is appropriate, it will normally relate to the value of the affected part of the agreed service rather than unrelated work that was completed satisfactorily.

10.5 No automatic waiver

Declining a proposed correction visit will not automatically remove legal rights. However, the reason for declining and whether Smartway Cleaning Ltd was given a reasonable opportunity to investigate or correct the issue may be relevant when assessing an appropriate remedy.

11. Damage, Insurance and Liability

11.1 Insurance

Smartway Cleaning Ltd maintains public liability insurance with cover up to £1,000,000, subject to the policy terms, conditions, exclusions and insurer’s assessment.

11.2 Reporting damage

Suspected damage should be reported as soon as reasonably possible, preferably within 48 hours after the service, together with photographs and relevant details.

Prompt reporting helps us preserve evidence and investigate the circumstances. A reporting timeframe does not exclude a claim where it would be unlawful or unreasonable to do so.

11.3 Investigation

We may request:

• photographs before and after the service;
• proof of ownership or purchase;
• repair estimates;
• information about age, condition and prior damage;
• access to inspect the item;
• insurer involvement where appropriate.

11.4 Pre-existing problems

We are not responsible for a loss caused solely by a pre-existing defect, normal wear, instability, poor installation, defective materials, manufacturer failure or information that the customer failed to disclose.

11.5 Fragile and high-value items

The customer should remove or identify unusually fragile, valuable, antique or irreplaceable items before work begins. We may decline to handle or clean an item where the risk is disproportionate.

11.6 Responsibility that cannot be excluded

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

11.7 Indirect losses

For consumer bookings, we are responsible for losses that are a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for losses that were not reasonably foreseeable when the contract was made.

Unless specifically agreed, consumer services are supplied for private use and we are not responsible for business losses arising from private domestic bookings.

12. Photographs and Service Records

12.1 Quality and evidence photographs

We may take proportionate before-and-after photographs of the cleaning area where reasonably necessary to:

• record the initial condition;
• confirm work completed;
• support quality assurance;
• investigate complaints or damage allegations;
• protect customers, team members and the Company in a dispute.

12.2 Privacy inside the property

Our team should avoid intentionally capturing people, private documents, family photographs, computer screens, security codes and unrelated personal information.

12.3 Marketing use

Photographs identifying a customer or private property will not be used for public marketing solely because they were taken for service records. Separate permission will be requested where consent is required for a proposed marketing use.

12.4 Storage

Service records will be handled in accordance with our Privacy Policy and retained only for an appropriate period based on the purpose, legal requirements and potential claims.

13. Personal Information

We process personal information to provide quotations, manage bookings, take payment, communicate with customers, deliver services, maintain records, handle complaints and comply with legal obligations.

Personal information may include names, telephone numbers, email addresses, property addresses, access instructions, booking details, photographs, communications and payment records.

More information about the data we collect, why we use it, how long we retain it and the rights available to individuals is provided in our:

Privacy Policy

Do not send unnecessary sensitive information through WhatsApp, email or website forms.

14. Events Outside Our Reasonable Control

We are not responsible for a delay or failure caused by an event outside our reasonable control, such as:

• severe weather;
• major traffic disruption or road closure;
• unexpected illness or emergency;
• vehicle breakdown;
• utility failure;
• fire, flood or natural disaster;
• industrial action;
• government restrictions;
• serious safety or security incidents.

We will take reasonable steps to communicate with the customer, reduce disruption and arrange an alternative where appropriate.

If the event prevents us from providing the service and no suitable alternative is agreed, amounts paid for the unprovided service will be refunded.

15. Ending or Suspending a Booking

15.1 When we may suspend or end a booking

We may suspend or end a booking where:

• payment has not been received;
• materially inaccurate booking information was supplied;
• safe or lawful access is not available;
• the property presents an undisclosed serious hazard;
• the customer or another person behaves abusively or threateningly;
• the requested work is unlawful or outside our competence;
• continuing would create an unreasonable risk of injury or damage.

Any payment retained will take account of the circumstances, work already performed, costs incurred and applicable legal rights.

15.2 Severability

If a court or competent authority finds one part of these terms unlawful or unenforceable, the remaining provisions will continue to apply where legally possible.

15.3 No transfer by customer

The customer may not transfer a confirmed booking to another property or person without our agreement.

15.4 Changes to these terms

We may update these terms for future bookings. The terms presented or agreed when a booking is confirmed will normally govern that booking unless a change is required by law or is separately agreed.

16. Governing Law

These terms are governed by the law of England and Wales.

Consumers may have the right to bring proceedings in the courts of the part of the United Kingdom in which they live. Nothing in this section removes any mandatory right concerning jurisdiction or applicable law.

We encourage customers to contact us first so that concerns can be reviewed and, where possible, resolved directly.

17. Company and Contact Details

Last updated: July 2026