Terms & Conditions

1. About us

Go Cleaners London is operated by CK PRESTIGE CLEANING LTD, a company registered in England and Wales under company number 15790380. Its registered office is 1 Elmfield Park, Bromley, United Kingdom, BR1 1LU. Contact our London team at office@gocleanerslondon.co.uk or 020 3746 2411.

2. Quotations and bookings

• A website estimate or telephone indication is not a confirmed booking. A booking is confirmed when we accept it and provide the agreed service details, date or time window and price or pricing basis.
• Prices are based on the information you provide, including property size, condition, tasks, access and any additions. We may revise a quotation if the information is incomplete or the condition or scope differs materially on arrival.
• You must be at least 18 and authorised to arrange work at the property.
• Please check the confirmation and tell us promptly if any detail is incorrect.

3. Services and scope

We provide professional cleaning services that may include regular domestic cleaning, one-off and deep cleaning, end of tenancy cleaning, office cleaning, carpet and upholstery cleaning, oven cleaning, window cleaning, after-builders cleaning, hard-floor care, gutter and patio cleaning, property makeovers and related property-care services. The work included in your booking is the scope stated in the confirmation. Optional, specialist or additional tasks are not included unless agreed.

Cleaning improves condition but cannot guarantee removal of every stain, mark, odour, limescale deposit, mould trace or permanent damage. Results depend on age, material, wear, previous treatment and safe access. We may decline a requested method where it could damage a surface or create a safety risk.

4. Your responsibilities

• Provide accurate property, condition, access, parking and task information.
• Give safe and timely access, including keys, entry codes, concierge instructions, lift arrangements and any required permits.
• Provide working electricity, hot and cold water and suitable lighting unless agreed otherwise.
• Secure cash, jewellery, documents, medicines, fragile or irreplaceable items and identify delicate, damaged or specialist surfaces.
• Keep children, pets and other occupants safely away from working areas and equipment.
• Tell us about hazards, building work, infestations, bodily fluids, sharps, asbestos, unsafe wiring, structural risks or other conditions that may affect safe delivery.
• Obtain any landlord, building-manager or third-party permission required for the work.

5. Access, keys and parking

If the team cannot gain access, is delayed by access arrangements or cannot park or unload reasonably close to the property, waiting time and reasonable parking or congestion costs may be charged. If access is not provided within a reasonable time, the visit may be treated as a late cancellation. Keys are handled with reasonable care and should not be labelled with the full property address.

6. Prices and payment

You must pay the price, supplements and agreed expenses shown in the booking confirmation or explained before additional work begins. Payment is due at the time stated in the confirmation. We may request a deposit, pre-authorisation or payment in advance. You remain responsible for authorised parking, congestion, toll or disposal charges unless the quotation states they are included.

If payment is overdue, we may suspend future services and recover reasonable costs of collection. Nothing in these terms limits statutory rights relating to disputed card payments or consumer remedies.

7. Changes, cancellation and cooling-off rights

Tell us as early as possible if you need to change or cancel a booking. The cancellation terms and any fee applicable to your service will be stated at booking. Unless a different period is confirmed, we may charge a reasonable fee where less than 48 hours’ notice is given, including costs already incurred and time reserved.

If you are a consumer and book at a distance, you may have a 14-day cancellation right under the Consumer Contracts Regulations 2013. If you ask us to start within that period, you expressly request early performance. If you cancel after work has begun, you must pay for the proportion already supplied. The right ends once the service has been fully performed where you requested early performance and acknowledged that consequence.

We may change the arrival time, team or method where reasonably necessary. We may cancel or postpone for illness, severe weather, transport disruption, unsafe conditions, equipment failure or events outside reasonable control. If we cannot provide the service, we will offer a new appointment or refund amounts paid for work not supplied.

8. Regular services

For recurring cleaning, priorities must fit the booked time. The cleaner will work through the agreed tasks in a reasonable order, but completion of every requested item is not guaranteed where the allocated time is insufficient. Frequency, minimum visit length, products, equipment and termination arrangements will be stated at booking. Either party may end a recurring arrangement in accordance with the notice agreed in the confirmation.

9. End of tenancy and specialist cleaning

End of tenancy cleaning covers the items agreed with you; it does not automatically include inventory services, exterior windows, balconies, carpet extraction, upholstery, wall washing, mould treatment, pest treatment, waste removal or appliances not listed. A landlord or agent’s decision about a deposit is outside our control. Specialist cleaning is subject to a safe inspection or test where appropriate, and pre-existing damage or permanent staining may remain.

10. Products and equipment

We may use professional products and equipment appropriate to the agreed work. Tell us before the visit about allergies, sensitivities, manufacturer restrictions or surfaces needing a particular method. Customer-supplied products or equipment are used at your request and risk unless loss or damage is caused by our failure to use reasonable care and skill.

11. Complaints and service concerns

Please inspect the work as soon as reasonably possible. Report a concern promptly, preferably within 24 hours, with the booking details and clear photographs where relevant. This period helps us investigate while conditions are unchanged and does not remove rights that cannot lawfully be excluded. Where a complaint is justified, we may offer an appropriate re-clean, price reduction, refund or other remedy. Please allow us a reasonable opportunity to inspect and put matters right.

12. Damage, loss and liability

We will provide services with reasonable care and skill. Tell us promptly about alleged damage and preserve the item for inspection. We are not responsible for fair wear and tear, pre-existing damage, inherent defects, unstable fittings, colour change caused by age or sunlight, or loss caused by inaccurate instructions or undisclosed risks.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot be excluded under the Consumer Rights Act 2015, or any other liability that the law does not permit us to exclude. Subject to that, we are not liable for losses that were not reasonably foreseeable or for business losses where you contract as a consumer. If you are a business customer, liability for indirect or consequential loss, loss of profit, revenue, opportunity or goodwill is excluded to the fullest extent permitted by law.

13. Website use and intellectual property

You may use this website for lawful personal or business enquiry purposes. Content, branding, photographs, graphics and website materials are owned by or licensed to us and protected by intellectual-property law. You may view and print reasonable extracts for personal use but may not reproduce, sell, modify, scrape or commercially exploit them without permission.

You must not introduce malware, attempt unauthorised access, attack the website, misuse forms, impersonate another person or interfere with site operation. We may restrict access where necessary to protect the website or other users.

14. Website information and third-party links

We take reasonable care with website information, but general guides, prices and articles are not a substitute for a property-specific quotation or professional assessment. Availability and content may change. Links to third-party websites are provided for convenience; we do not control their content or privacy practices.

15. Privacy

We process personal information as explained in our Privacy Policy. You confirm that booking and property information you provide is accurate and that you are entitled to share any third-party details supplied to us.

16. Events outside our control

Neither party is responsible for delay or failure caused by events beyond reasonable control, provided the affected party takes reasonable steps to reduce the impact. This does not affect payment for services already supplied or statutory consumer rights.

17. General terms

If any provision is invalid or unenforceable, the remaining provisions continue to apply. A delay in enforcing a right is not a waiver. You may not transfer a booking or your rights without our written agreement; we may use suitable personnel or subcontractors while remaining responsible for our obligations. These terms do not give rights to anyone other than the contracting parties, except where the law provides otherwise.

18. Governing law and contact

These terms and any non-contractual dispute are governed by the laws of England and Wales. Consumers may bring proceedings in the courts that apply under mandatory consumer law. Business customers submit to the exclusive jurisdiction of the courts of England and Wales.

Questions or concerns should be sent to office@gocleanerslondon.co.uk or raised with our London team on 020 3746 2411.