Terms of Service Last Updated: April 2026
Welcome to Sterling Office & Commercial Cleaning (“we,” “our,” “us”). By booking, confirming, or using any of our services, you (“the Client”) acknowledge that you have read, understood, and agreed to the following Terms of Service.
These terms exist to ensure clear communication and fair expectations between both parties.
1. Bookings & Quotes
1.1 All bookings must be made through our website, email, WhatsApp, or phone.
1.2 Quotes are based strictly on the information, photos, or descriptions provided.
1.3 If property details, condition, or size differ from what was shared, the quoted amount may change. Our cleaners will inform you before proceeding with any additional cost.
2. Access & Property Condition
The client must provide safe and timely access to the premises at the agreed time.
Any delay caused by access issues (e.g., locked doors, security desk delays, no answer) may shorten the cleaning duration or result in a call-out fee.
Clients are responsible for ensuring cleaning areas are accessible and reasonably clear prior to our arrival. Sterling Office & Commercial Cleaning is not liable for lost, damaged, or misplaced items.
Clutter, equipment, or furniture left in a way that blocks access to areas may affect the quality or completeness of the clean.
2.1 Cleaners will not move heavy furniture, large equipment, or excessive clutter.
2.2 If items obstruct cleaning areas, we will clean around them only.
2.3 The client accepts that results may be limited if obstructions were not cleared beforehand.
Sterling Office & Commercial Cleaning reserves the right to adjust the service scope or duration if the premises are not in a condition suitable for cleaning.
3. Service Access, Refusal & Booking Allocation Policy
3.1 Service Access & Refusal of Entry: By confirming a booking with Sterling Office & Commercial Cleaning, the client agrees to provide full and reasonable access to the premises and all agreed service areas at the scheduled time of arrival. If access is denied, restricted, or the service is refused upon the cleaner’s arrival, the booking will be considered fulfilled from an operational standpoint, and the full service fee remains payable. This reflects the allocation of staff, travel time, and operational resources reserved exclusively for that booking.
3.2 Cleaner Allocation & Expectations: Cleaner allocation — including the number of cleaners assigned — is determined based on operational requirements, availability, and final booking confirmation. Any references to multiple cleaners in preliminary discussions, estimates, or draft quotes are indicative only and do not form part of the confirmed booking unless explicitly stated in the final invoice or booking confirmation. Sterling Office & Commercial Cleaning reserves the right to assign one or more cleaners as deemed appropriate to complete the agreed scope within a reasonable timeframe and to our standard.
3.3 Scope Confirmation: The agreed scope of work is confirmed prior to the booking and forms the basis of service delivery. Refusal of service on the basis of a misunderstanding of cleaner allocation, or assumptions not included in the final confirmed booking, does not constitute valid grounds for cancellation, refund, or non-payment.
3.4 Late Cancellations & On-Site Refusal: Any cancellation, refusal, or prevention of service — whether at the point of arrival or within 24 hours of the scheduled booking — will be treated as a same-day cancellation. 100% of the booking value will be charged.
3.5 Operational Loss & Liability: Sterling Office & Commercial Cleaning shall not be liable for any perceived service dissatisfaction where the client has prevented the service from being carried out or failed to allow the team to complete the agreed scope. In such cases, the booking is deemed non-executable due to client action, and no refunds or re-cleans will be offered.
4. Payment Terms
Payment is required in full prior to the commencement of any service. Bookings are not confirmed until payment has been received. By confirming a booking, the client authorises Sterling Office & Commercial Cleaning to charge the payment method on file before the clean begins.
For long-standing clients with an established relationship with Sterling Office & Commercial Cleaning, payment may be processed after the clean has been completed, at our discretion. This arrangement is not guaranteed and remains subject to our standard terms in all other respects.
All payments are processed securely using the authorised payment method stored on file. By providing a payment method, the client confirms that authorisation for card storage and future use was agreed during the original payment setup process. Sterling Office & Commercial Cleaning will only charge amounts that are due for services scheduled and carried out.
Clients who do not wish to have a payment method stored on file may request its removal at any time. In such cases, manual payment links will be issued instead. This must be communicated to Sterling Office & Commercial Cleaning prior to the next scheduled booking.
The client authorises Sterling Office & Commercial Cleaning to charge the payment method on file for any approved additional charges, re-cleans, or adjustments agreed after the initial payment has been taken.
If our cleaners are unable to complete the full scope of the job because of conditions caused by the client — including restricted access, blocked areas, lack of access, ongoing works, missing utilities, or any other issue outside our control — the client remains fully liable for the full booking amount. No discounts or partial refunds will be issued where limitations were caused by the client’s environment, preparation, or access issues.
Failure to settle payment may result in suspension of future bookings.
5. Price Adjustments
If no accurate details were provided before booking, and the premises require more time or labour than estimated, the cleaner will notify you upon arrival.
The client can choose to proceed at an adjusted rate or decline further work.
If the client declines, a minimum call-out fee may still apply.
6. Standard Clean vs Deep Clean
1. Service Overview
A Standard Commercial Clean is a routine maintenance service intended to keep a commercial premises hygienic, presentable, and ready for business. It focuses on visible, frequently used areas and general surface cleaning suitable for regular upkeep.
A Deep Clean is a more detailed, intensive service designed to address built-up dirt, grease, limescale, and dust in areas not typically covered during routine cleaning. Due to the additional time, labour, and detail involved, a Deep Clean is priced higher than a Standard Clean.
2. Standard Commercial Clean — Typical Scope
A Standard Commercial Clean generally includes the following tasks, where areas are accessible and reasonably clear:
— Dusting and wiping of accessible surfaces including desks, worktops, shelves, units, and ledges — Vacuuming and/or mopping of accessible floor areas — Wiping exterior surfaces of kitchen appliances in staff kitchen areas — Wiping exterior fronts and handles of kitchen cupboards and drawers — Routine washroom and restroom cleaning including toilets, basins, taps, mirrors, and floors — Sanitising of high-touch points including door handles, light switches, and shared equipment — Bin emptying and replacement of bin liners — General tidying of visible communal areas within the booked time
Unless specifically agreed and quoted in advance, a Standard Clean does not include interior cleaning of cupboards or appliances, intensive grease or limescale removal, stain removal, carpet cleaning, or moving heavy furniture or equipment.
3. Deep Clean — Typical Scope
A Deep Clean includes the elements of a Standard Clean, with additional time and attention given to less accessible and high-detail areas. Typical Deep Clean tasks may include:
Kitchen & Break Areas — Internal cleaning of commercial ovens, fridges, and microwaves where safely accessible — Internal cleaning of kitchen cupboards and drawers only if emptied and accessible — Intensive degreasing of hobs, extraction areas, splash-backs, and surrounding surfaces — Limescale removal around sinks and taps — Detailed cleaning of edges, corners, handles, and high-touch points
Washrooms & Restrooms — Intensive descaling of taps, shower heads if applicable, tiles, and glass screens — Grout cleaning where accessible — Detailed disinfection of all toilet, basin, and fitting surfaces — Polishing of mirrors, glass, and chrome — Extra attention to corners, edges, and areas around fixtures
Office & Commercial Areas — Dusting and wiping of reachable skirting boards, door frames, switches, and sockets — Cleaning behind and under furniture only where items can be moved safely — Vacuuming under furniture and into corners where accessible — Cleaning of doors, handles, light switches, and stair rails where applicable — Spot-cleaning of accessible wall marks where appropriate
Exclusions & Specialist Services: Unless expressly stated in the quotation or booking confirmation, neither a Standard Clean nor a Deep Clean automatically includes professional carpet shampooing or stain removal beyond standard vacuuming, exterior window cleaning, moving heavy or fixed equipment, or specialist restoration services. Any specialist or additional services must be quoted separately and agreed in advance.
7. Service Completion, Delays, Interruption & Complaints Policy
7.1 Service Completion & Interruption: Clients must allow the cleaning team to complete the full allocated service duration and agreed scope before assessing the quality of work. Any concerns regarding quality must be raised after the service has been completed, not during. Cleaners follow a structured workflow, meaning certain areas may appear incomplete mid-service. This is normal and does not indicate poor performance.
7.2 Delays & Late Access: If the client is not ready to receive the cleaning team at the agreed start time, the following applies:
— A delay of 45 minutes or more past the scheduled start time will incur a late fee of £60, charged automatically to the payment method on file. — If the delay exceeds 1 hour and 30 minutes from the scheduled start time, the cleaning team reserves the right to leave the premises without commencing the clean. In this event, the full booking amount remains payable and no refund or rescheduling will be offered without an additional charge. — Any time lost due to a delayed start cannot be recovered or added to the end of the booking. The session will end at the originally scheduled finish time regardless.
7.3 Early Termination by Client: If a client instructs cleaners to leave the premises before completion of the agreed service, the service will be considered incomplete due to client intervention, and the full booking amount remains payable. The client forfeits the right to request a refund, request a re-clean, or raise complaints regarding areas that were not reached.
7.4 Complaints & Post-Service Evidence: Any complaints regarding incomplete or unsatisfactory work must be raised after the cleaners have completed the job and, where possible, conducted a final walkthrough with the client. Complaints must give Sterling Office & Commercial Cleaning the opportunity to rectify the issue via a re-clean before any other recourse is sought.
7.5 Operational Time & Labour Commitment: Where cleaners have attended and carried out substantial work, the service is considered delivered in good faith. Full charges apply for all time spent, labour provided, and resources allocated, regardless of early termination by the client.
8. Complaints Policy & Re-Cleans
Please note that complaints are only valid where the full service was allowed to be completed. See Section 7 for our policy on early termination and service interruption.
— All service-related complaints must be submitted within 10 days of the clean. — After 10 days, Sterling Office & Commercial Cleaning is not responsible for any claims, as premises conditions may have changed. — Valid complaints will be reviewed case-by-case; a re-clean may be offered at our discretion. Refunds are not guaranteed.
Re-Clean Reporting Responsibility: After a re-clean has been carried out, it is the client’s responsibility to ensure that all areas of concern have been clearly communicated to us. Sterling Office & Commercial Cleaning will not offer additional re-cleans for areas that were not mentioned or communicated during the complaint or re-clean request.
No Refund After Re-Clean: Once a re-clean has been completed, no refunds will be offered. The re-clean is considered the final resolution for any reported issues, and the client accepts the outcome as the closing of the complaint.
9. Cancellations & Rescheduling
Any date changes made within 48 hours of the scheduled clean will incur a £60 charge. Same-day changes or cancellations incur a minimum charge of £120, or up to 50% of the total clean cost — whichever is higher. If 50% of the clean exceeds £120, the higher amount will be charged. In some cases where the job value is low, the full booking amount may apply.
If cleaners arrive and cannot gain entry or are refused access, 100% of the full booking value will be charged. Please refer to Section 3 for our full policy on on-site refusal and late cancellations.
10. Damage & Breakage
Cleaners handle all work carefully, but Sterling Office & Commercial Cleaning accepts no liability for accidental damage, wear and tear, or pre-existing issues.
Clients are advised to secure or remove any breakable, delicate, or valuable items before cleaning begins.
Any claim must be reported within 48 hours, after which Sterling Office & Commercial Cleaning has no obligation to investigate or compensate.
11. Service Limitations
Cleaning results depend on surface type, material, and pre-existing condition. Some stains, limescale, or discolouration may be permanent.
Deep cleaning jobs are performed to industry standard but are not guaranteed to restore the premises to a brand-new condition.
For Post-Build or After-Construction Cleans:
11.1 Once the clean is complete, any tradespeople, workers, or occupants entering the premises may affect the quality of the clean.
11.2 Sterling Office & Commercial Cleaning cannot be held responsible for any dust, debris, or marks introduced after our team has finished.
11.3 We strongly advise that no additional building or decorative work takes place after the post-build clean, as this will void any quality-related review or return visit.
Sterling Office & Commercial Cleaning does not guarantee outcomes beyond reasonable professional effort.
Clutter & Obstructed Areas:
11.4 If furniture, equipment, or materials block access to certain areas, cleaners will clean what is safely reachable only.
11.5 Sterling Office & Commercial Cleaning is not responsible for reduced quality in areas that could not be accessed due to items not being moved prior to our arrival.
12. Client Responsibilities
12.1 Ensure running water, electricity, and appropriate lighting are available at the premises
12.2 Provide full access instructions including parking arrangements, entry codes, security desk procedures, and lift access where applicable
12.3 Inform us of any hazards, broken fittings, specialist materials, or restricted areas before service begins
12.4 Ensure the cleaning area is safe and accessible for our team upon arrival
13. Health & Safety
Cleaners may refuse to work in unsafe, unsanitary, or hazardous conditions.
Sterling Office & Commercial Cleaning reserves the right to cancel or modify a booking if health or safety risks are identified on site.
Clients may not request the use of unsafe chemicals or products not approved by Sterling Office & Commercial Cleaning.
Abuse, aggression, harassment, or disrespectful behaviour towards our cleaners or staff will not be tolerated under any circumstances. Sterling Office & Commercial Cleaning reserves the right to withdraw service immediately, refuse future bookings, and charge for any time already spent on-site if such behaviour occurs.
14. Data & Privacy
Client details including business name, address, and contact information are used solely for booking, billing, and quality purposes.
Sterling Office & Commercial Cleaning may take internal photographs of areas cleaned solely for quality assurance, training, auditing, and internal documentation. These images are not shared externally unless legally required or permitted.
Any photographs shared publicly — such as on our website, marketing materials, or social media — are only used when the client has given clear permission after the service. No images will ever be published without explicit consent from the client.
15. Limitation of Liability
Sterling Office & Commercial Cleaning, its staff, or subcontractors shall not be held responsible for:
15.1 Any indirect, incidental, or consequential loss including lost income, business disruption, or inconvenience.
15.2 Damage caused by faulty property materials, poor maintenance, or misuse.
15.3 Any event beyond our control including weather, illness, strikes, or access restrictions.
Use of our services is entirely at the client’s own risk.
16. Service Modifications
We may update prices, availability, or terms at any time without prior notice. Continued use of our services implies acceptance of the latest version of these terms.
For questions, feedback, or booking assistance:
Phone: 020 7205 5925 Email: info@sterlinglondoncleaning.co.uk Website: sterlinglondoncleaning.co.uk
Book Your Cleaning Service Today
Let Sterling London Cleaning handle the hard work.
