Terms and Conditions
Contents
1. About SW Clean
SW Clean is a trading name of Seven7een LTD, a company registered in England and Wales, with its registered office at 27 Old Gloucester Road, London, WC1N 3AX, United Kingdom.
SW Clean operates as an introductory agency connecting clients who require cleaning services with independent, self-employed cleaning professionals ("Cleaners") across Greater London. SW Clean is not a cleaning company and does not itself provide cleaning services.
2. Acceptance of Terms
By accessing or using the SW Clean website (swclean.co.uk) or submitting a booking request, you agree to be bound by these Terms and Conditions in full. If you do not agree with any part of these terms, you must not use our website or services.
These terms apply to all visitors, clients, and any other person who accesses or makes use of our website or introductory services.
3. Our Role as Introductory Agency
SW Clean's role includes:
- Receiving and processing booking requests from clients
- Introducing suitable, vetted Cleaners to clients based on their requirements
- Coordinating scheduling and communications between clients and Cleaners
- Handling payments on behalf of the introduction
- Managing feedback, complaints, and damage claims as an intermediary
SW Clean vets all Cleaners it introduces, including identity checks and reference verification. However, vetting does not constitute an employment relationship, agency relationship in law beyond the introductory scope, or a guarantee of the quality of any individual Cleaner's work.
4. Eligibility
You must be at least 18 years of age to use the SW Clean website or submit a booking request. By using our services, you confirm that you meet this requirement.
Services are available to clients located within the Greater London service area. SW Clean reserves the right to decline any booking request at its discretion.
5. Bookings and Confirmation
Submitting a booking request via the website does not constitute a confirmed booking. A booking is only confirmed once SW Clean has sent written confirmation (by email) including the agreed date, time, service type, duration, and price.
SW Clean reserves the right to decline or cancel any booking request, including where no suitable Cleaner is available for the requested date, location, or service type.
Clients are responsible for ensuring that the information provided at the time of booking is accurate, including property details, access arrangements, and any specific requirements.
Recurring bookings
Where a recurring cleaning schedule is agreed, each individual visit forms part of a continuing arrangement under these terms. Either party may end a recurring arrangement with reasonable notice as set out in Section 7 (Cancellation Policy).
6. Pricing and Payment
Pricing
All prices quoted are in pounds sterling (GBP) and are inclusive of any applicable fees. SW Clean is not VAT registered and no VAT is added to prices.
Prices are confirmed in writing at the time of booking confirmation. Quoted prices are based on the information provided by the client. SW Clean reserves the right to adjust the price where the scope of work differs materially from what was described at the time of booking.
Payment methods
Payment is made directly to SW Clean (Seven7een LTD). We accept the following payment methods:
- Online card payment via Stripe — our secure, PCI-compliant payment processor
- Bank transfer — details provided upon booking confirmation
Cash payments are not accepted under any circumstances.
Payment timing
Unless otherwise agreed in writing, payment is required prior to or at the time of the cleaning visit. SW Clean reserves the right to withhold the introduction or cancel a booking where payment has not been received.
7. Cancellation Policy
Clients may cancel or reschedule a booking by contacting SW Clean. The following cancellation terms apply:
Cancellation with 48 hours or more notice
Where a client cancels or reschedules a confirmed booking giving at least 48 hours' notice prior to the scheduled start time, no cancellation fee is charged and any payment already made will be refunded in full.
Late cancellation — Regular Home Cleaning and Deep Cleaning
Late cancellation — all other services
No-show
Where a client is not present or access is not provided at the agreed time without prior notice, the visit will be treated as a late cancellation and the applicable fee above will apply in full.
Cancellation by SW Clean
In the rare event that SW Clean or a Cleaner must cancel a confirmed booking, the client will be notified as soon as possible and offered a full refund or a rescheduled visit at no additional cost.
8. Refunds
SW Clean may offer a full or partial refund where a cleaning service has been demonstrably unsatisfactory — specifically where the Cleaner failed to provide the service to the agreed standard or without the necessary care and skill.
To be considered for a refund, the client must:
- Contact SW Clean by email within 24 hours of the completed visit
- Provide a clear written description of the issue
- Supply supporting evidence, such as photographs, where relevant
SW Clean will review all refund requests and aim to respond with a decision within one working day of receiving the complaint and any supporting evidence. Refunds, where approved, will be issued to the original payment method within 5–10 business days.
Refunds will not be issued for dissatisfaction arising from subjective preferences, tasks not included in the agreed scope, or where the client failed to provide accurate information at the time of booking.
9. Damage and Claims
If damage to a client's property is alleged to have occurred during a cleaning visit, the client must notify SW Clean by email as soon as possible and no later than 24 hours after the visit. Claims reported after this period may not be considered.
When notifying SW Clean of a damage claim, the client must provide:
- A description of the item(s) damaged and how the damage occurred
- Photographs clearly showing the damage
- Any supporting documentation (e.g. purchase receipts or valuations where relevant)
SW Clean will act as the point of contact and intermediary for all damage claims, liaising between the client and the Cleaner (and insurer where applicable). SW Clean will aim to acknowledge all claims within one working day and to communicate a proposed resolution as promptly as possible.
Claims for damage are subject to the liability limits set out in Section 10.
10. Liability and Insurance
SW Clean's insurance
Seven7een LTD (trading as SW Clean) holds public liability insurance covering claims arising in connection with its introductory agency activities up to £1,000,000 (one million pounds) per claim.
Limitations of liability
As an introductory agency, SW Clean's liability is limited. SW Clean is not liable for:
- The quality, standard, or outcome of any cleaning service performed by a Cleaner
- Any loss, damage, or injury caused by a Cleaner during or after a cleaning visit, beyond the scope of SW Clean's insurance coverage
- Indirect, consequential, or economic losses of any kind
- Any damage not reported within 24 hours of the relevant visit
- Loss or theft of items not secured or disclosed by the client prior to the visit
Client's responsibility
Clients are responsible for securing or removing valuables, fragile items, and any items of particular sensitivity prior to a cleaning visit. SW Clean and the Cleaner accept no liability for damage to items that were not disclosed or that were left in areas being cleaned without prior notification.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
11. Client Conduct
Clients agree to treat all Cleaners with respect and dignity. SW Clean reserves the right to terminate any booking arrangement, without refund, where a client engages in abusive, threatening, or inappropriate behaviour towards a Cleaner or SW Clean staff.
Clients must ensure that the property is accessible at the agreed time and that any pets are secured where relevant. Clients must not request Cleaners to perform tasks outside the agreed scope of the booking without prior written agreement with SW Clean.
Clients must not attempt to engage or contract with any Cleaner introduced by SW Clean directly, bypassing SW Clean's booking process, for a period of 12 months following their last booking. Any such engagement without SW Clean's written consent may result in an introduction fee being invoiced to the client.
12. Complaints Procedure
SW Clean takes all complaints seriously and aims to resolve them promptly and fairly.
How to raise a complaint
All complaints must be submitted by email to SW Clean. When raising a complaint, please include:
- Your full name and booking reference (if available)
- The date and address of the relevant visit
- A clear description of the issue or concern
- Any supporting evidence (photographs, correspondence, etc.)
Resolution timeline
SW Clean will acknowledge your complaint promptly and aims to provide a proposed resolution by the end of the next working day following receipt of all required information and evidence.
Where a matter requires further investigation (for example, involving the Cleaner or an insurer), SW Clean will keep the client informed of progress throughout.
13. Website Use
The SW Clean website (swclean.co.uk) and all its content — including text, images, logos, and design — are the property of Seven7een LTD and are protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works from any content on this website without prior written permission.
SW Clean endeavours to keep the website accurate and up to date but makes no warranty as to the completeness or accuracy of the information provided. The website is provided on an "as is" basis.
SW Clean is not responsible for the content of any third-party websites linked to or from swclean.co.uk.
14. Changes to These Terms
SW Clean reserves the right to update or amend these Terms and Conditions at any time. The date of the most recent revision is displayed at the top of this page. Where changes are material, SW Clean will make reasonable efforts to notify existing clients.
Your continued use of the website or services following any changes constitutes acceptance of the revised terms.
15. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising in connection with these terms or our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.
16. Contact Us
If you have any questions about these Terms and Conditions or wish to raise a complaint or claim, please contact us:
- Trading name: SW Clean
- Legal entity: Seven7een LTD
- Registered address: 27 Old Gloucester Road, London, WC1N 3AX, United Kingdom
- Website: swclean.co.uk
- Contact: via the contact form on our website