Terms and Conditions

1. About us and these terms

SW Clean is a trading name of Seven7een Ltd, a company registered in England and Wales (company number 13649662), with its registered office at 27 Old Gloucester Street, London, WC1N 3AX. In these terms "we", "us" and "our" mean Seven7een Ltd trading as SW Clean, and "you" means the person or organisation that books or pays for our services.

These terms apply to every booking, quote and regular cleaning plan with us, and to the use of our website and online account. Please read them before you book. By requesting a booking, accepting a quote, paying for a service or creating an account, you agree to these terms. Anything we agree with you in writing for a particular booking (for example a written quote) forms part of the contract and takes priority over these terms if the two differ.

Consumers and business customers

You are a consumer if you book for yourself or your household, outside any trade, business or profession. You are a business customer if you book for a company, letting agency, landlord business, office or other organisation. Some sections apply only to consumers or only to business customers, and section 19 sets out additional terms for business customers.

If you are a consumer, you have legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in these terms removes or limits those rights. For detailed information, contact Citizens Advice.

2. Our services and our cleaners

We provide domestic, end of tenancy, deep, carpet and upholstery, Airbnb and commercial cleaning across London. What is included in each service is described on our website, in your booking confirmation or in your written quote. Anything not listed there is not included unless we agree it in writing.

Who does the work

Your contract is with us. The cleaning is carried out by self-employed cleaning professionals who work for us as subcontractors ("cleaners"). We remain responsible to you for the service as set out in these terms. Every cleaner passes our identity and right-to-work checks and a DBS (Disclosure and Barring Service) background check before their first job with us.

For regular plans we aim to send the same cleaner each time, but we cannot guarantee it. We may send a different cleaner or team, for example to cover holidays or illness, and we may use a team of two or more cleaners where the job needs it.

What is not included

Our services are cleaning services only. For safety and insurance reasons, our cleaners will not:

• deal with mould in any form. This includes mould growth and mould staining on walls, ceilings, windows, seals, silicone, grout, tiles, furniture and fabrics. Removing mould needs specialist treatment or building work, which is not part of our service. Where there is mould, our cleaner cleans around it and does not treat it, and mould or mould staining that remains after the clean is not a fault in our service;
• work at height. Our cleaners clean what they can reach safely from the floor or from a stable step stool or step ladder with no more than two steps. They do not use taller ladders, stand on furniture or worktops, or clean outside windows above ground floor level;
• look after people. Our cleaners do not look after, supervise or take responsibility for children, elderly people or anyone who needs care, even for a short time. Please do not leave anyone in the cleaner's care. A cleaner may decline to work if they would be the only adult in the property with children under 16 or with a person who needs care;
• look after pets. Our cleaners do not feed, walk, let out or look after animals, and do not clean litter trays, cages, tanks, hutches or animal waste;
• shop or run errands. The only exception is cleaning products that you have asked for by name and paid the extra charge for;
• move heavy furniture or appliances (we move light items only);
• clean up bodily fluids beyond normal bathroom cleaning, needles or sharps, pest infestations or hazardous substances;
• remove rubbish, belongings or bulky waste from the property;
• handle electrical installations, gas appliances or anything that needs a qualified tradesperson.

We may agree to do something on this list only if we confirm it in writing before the visit, except mould and work at height, which we never do.

Our working hours are 8am to 8pm, 7 days a week, with the last start at 6pm. Visits outside these hours may be possible by agreement and at an extra charge.

3. Quotes, bookings and your contract

Booking with us works in four steps:

1. Booking request. You send us a request on our website, by phone, by email or by message. This is a request only. We check availability and the details you gave us, and we may ask questions or ask for photos of the property.
2. Quote. We email you a written quote with the service, the price and the agreed date and time. Quotes are valid for 14 days from the date they are issued, unless the quote says otherwise, and are based on the information you gave us.
3. Acceptance. When you accept the quote (using the button in the quote email, on the quote page or in your account), a contract is made between you and us on these terms.
4. Payment. We then send you an invoice. Your date and time are secured once the invoice is paid in full under section 7. If payment is not received by the time it is due, we may release the slot and cancel the booking without charge to either side.

We may also agree a booking with you in another way, for example by email or through your account. In every case these terms apply.

Declining bookings

We may decline a booking request, for example if no cleaner is available, the property is outside our service area, or the job falls outside the services we provide. If we decline after you have paid, we refund you in full.

Errors

We work hard to keep our prices and descriptions accurate. If we discover an obvious error in a price after you have booked, we will contact you and you may either accept the correct price or cancel for a full refund.

4. Information you give us

Our prices and time estimates depend on the information you give us when you book: the type and size of the property, the number of bedrooms and bathrooms, the extras you need, the condition of the property, pets, parking and access. You must make sure this information is complete and accurate, and tell us before the visit if anything changes.

If the property is not as described

If, when our cleaner arrives, the property is materially different from what you told us, the cleaner or our office will contact you before doing any extra work. Examples are:

• more or larger rooms than booked, or extra areas such as a garage, basement, balcony or garden room;
• a condition well beyond normal everyday use, such as heavy grease or limescale build-up, heavy pet hair or odours, smoke staining, builders' dust, flooding damage or pest activity (mould is never treated, see section 2);
• a property that is not empty when we were told it would be (for end of tenancy cleaning);
• no working electricity, lighting or hot water.

You can then choose to:

1. pay the additional price or time we quote, so the full job can be done;
2. keep the original price and agree with the cleaner which areas will be cleaned within it; or
3. cancel the visit. In that case 50% of the price is charged under section 8, because the cleaner has travelled to you and the slot cannot be used for anyone else.

If we cannot reach you within 30 minutes, the cleaner will carry out option 2 and prioritise the main living areas, kitchen and bathrooms. Our guarantee in section 10 does not cover areas that could not be cleaned because the property was not as described.

5. Your responsibilities on the day

To let us do a good job safely, you agree to:

• Give access at the agreed time, either by being there or by arranging keys, a key safe, a concierge or a key collection service in advance.
• Make sure electricity, lighting and hot water are working for the whole visit. This matters especially for end of tenancy cleaning after the tenancy has ended.
• Arrange parking where you can. If our cleaner has to pay for parking or a permit, we will add the actual cost to your bill and send you the details after the visit.
• Tell us about all pets before the visit, keep nervous or aggressive animals secured away from the areas being cleaned, and make sure pets cannot escape when our cleaner comes in, goes out or opens doors and windows.
• Put away valuables, cash, jewellery, documents, medicines and anything of sentimental value, and tell us about any fragile, antique or high-value items in the areas to be cleaned.
• Provide working products and equipment for home cleaning, unless you have paid for us to bring them. You are responsible for the products and equipment you provide being suitable and safe.
• Keep the work area safe, for example free from hazards, loose fixtures you know about, and people or animals that would make it unsafe to work.
• Tell us about cameras that record inside the property. Our cleaners have a right to know when they are being recorded.

Birds, reptiles, fish, insects and other exotic animals

You must tell us before the visit if there are birds, reptiles, amphibians, fish, insects, spiders or other exotic animals in the property, and where they are kept. Some of these animals can be harmed by cleaning products, sprays and fumes that are safe for people and other pets; birds are especially sensitive. If you tell us, we will agree with you which rooms to avoid and which products to use. If you do not tell us and our cleaner finds such an animal, the cleaner may decline to clean that room or the property, and the visit is then charged as a visit that could not go ahead under section 8. We are not responsible for harm to an animal we were not told about that is caused by standard cleaning products used in the normal way.

Items and surfaces that need special care

Our cleaners use standard, commercially available cleaning products and professional methods that are suitable for everyday household surfaces and items. Some materials need different care or special products, for example marble, granite, limestone and other natural stone, unsealed or oiled wood, antique, lacquered or high-gloss furniture, silk, velvet and other delicate fabrics, gold leaf, specialist finishes, and valuable art or collections.

If you tell us, we will confirm whether we can clean the item or surface safely, which products we will use, or whether it should be left alone. If you supply your own specialist products, we will use them as you tell us, and we are not responsible for damage caused by those products when they are used as directed.

If we cannot get in

If our cleaner arrives at the agreed time and cannot get in, or cannot start because of something in this section, they will try to contact you and will wait for 30 minutes. If the problem cannot be solved in that time, the cleaner may leave and 50% of the price of the visit is charged under section 8.

Arrival times

We give you an arrival time or time window. London traffic and public transport can cause delays, and if our cleaner is running late we will let you know. For hourly services the booked time starts when the cleaner arrives, so a late arrival does not shorten your clean. If you need the cleaner to finish at the original time, you pay only for the time actually worked.

6. Hourly and fixed-price services

Hourly services (home cleaning and deep cleaning)

With hourly services you pay for the cleaner's time. The cleaner works through the tasks in the order of priority you give them. The time you book may not be enough to clean everything, especially on a first visit or a property that has not been cleaned for some time. Tasks that could not be reached in the booked time are not a fault in the service, and we will tell you how much time we recommend for next time.

If you ask the cleaner to stay longer and they are able to, the extra time is charged at the same hourly rate. Minimum booking times apply as shown on our pricing page.

Fixed-price services (end of tenancy and priced quotes)

Fixed prices cover the work described for the property size and condition you told us about (see section 4). End of tenancy cleaning is carried out to our end of tenancy checklist and assumes the property is empty of belongings and furniture that needs to be moved by us.

End of tenancy cleaning with belongings in the property

If there are personal belongings, furniture that is not part of the letting, or rubbish in the property during the clean:

• our cleaners do not move, pack, sort or clean belongings, and the areas under, behind and inside them are not cleaned;
• these areas, and anything affected by the belongings, are not covered by our guarantee in section 10 and are not a reason to reduce the price;
• any extra time needed is charged under section 4.

If belongings are brought back in after the clean, or anyone uses or moves into the property, the guarantee no longer applies, because we cannot know what changed after we left.

Carpets and upholstery

• Before we start, we check care labels where there are any and test an area that is not easily seen. Wool, silk, viscose, cotton and other natural fibres, and older or hand-dyed fabrics, can shrink, lose colour or change texture when cleaned. If we think a fabric is not suitable, we will tell you. If you ask us to go ahead anyway, we are not responsible for these effects, as long as we used suitable methods.
• Some stains and odours cannot be removed, or can come back as the carpet dries, for example pet urine, red wine, ink, dye, bleach marks, rust and old or previously treated stains.
• Carpets usually take 4 to 8 hours to dry, depending on the fabric and ventilation. Keep people and pets off them while they are damp and take care, as damp floors can be slippery. Damage from walking on or putting furniture back on damp carpet is not our responsibility.
• We move light furniture only. Heavy furniture is cleaned around unless you move it before the visit.

Ovens and appliances

• We clean the parts of an oven, hob or appliance that are designed to be removed for cleaning, such as racks, trays and removable door glass. We do not take anything else apart.
• We do not scrub self-cleaning (catalytic or pyrolytic) liners, which are damaged by scrubbing.
• Cleaning can reveal existing wear or damage, such as chipped or stained enamel, worn liners, loose seals and missing parts. We are not responsible for these, or for an appliance that stops working because of an existing fault.

Short-let and Airbnb turnovers

• We start when the guest has left. If the guest leaves late and our cleaner has to wait, the waiting time is charged at the hourly rate. If a late check-out means the turnover cannot be finished before the next check-in, we are not responsible for the delay.
• We restock only the supplies you leave in the property, and change linen only with the linen you provide.
• We report damage, missing items and items left behind by guests to you with photos, but we are not responsible for them.

What cleaning cannot achieve

Some marks cannot be removed by cleaning, including permanent stains, burns, scratches, etching, discolouration, faded or worn surfaces, set-in limescale, and damage from previous cleaning or wear. We will always try our best, and our cleaner will tell you if something cannot be improved. These are not covered by our guarantee and are not a reason to reduce the price. Mould is never treated (section 2).

7. Prices and payment

Prices

Our prices are shown on our website, in your booking confirmation or in your quote, in pounds sterling. We are not VAT registered, so no VAT is added. If this changes, we will tell you before it affects any price you pay.

Paying in advance

For regular cleaning plans, each visit is paid in advance. We may send the invoice for each visit up to 72 hours before it. If you have saved a card with us, we normally charge it the day before each visit (see below).

How to pay

• Card, online through Stripe, our secure payment provider. We never see or store your full card details.
• Bank transfer to the account named on your invoice. Please use your invoice number as the reference.

We do not accept cash, and our cleaners are not allowed to collect payment.

Saved cards

If you save a card with us (when you pay online or in your account), you authorise us to charge that card for amounts that are due under these terms: visits under a regular plan, extra time or extras you agreed on the day, parking costs, and late change fees under section 8. We will always email you the invoice or a note of the charge before or when we take payment. Saving a card is optional. You can ask us to remove a saved card at any time, as long as you pay any amounts already due by another method.

Extra charges after the visit

Extra time, extras agreed on the day and parking costs are invoiced after the visit and are payable within 2 days of the invoice.

8. Changing or cancelling a booking

You can change or cancel a booking by contacting us by email, phone or message, or through your account. Notice is counted back from the booked start time. Moving or cancelling a booking that has not been paid yet is free.

These fees cover the cost of a late change: the cleaner's time is reserved for you, and at short notice we have to rearrange the cleaner's day and can rarely give the slot to another customer. When the cleaner has already travelled to you, the cost is higher, which is why a visit that cannot go ahead is charged at 50%.

We keep the fee from the amount you paid and refund the rest to the card you paid with, normally within 5 to 10 working days. A late reschedule fee is charged to your saved card if you have one, or emailed to you as an invoice to pay online. We will always email you to explain any fee.

If you are a consumer and still within your 14-day cancellation period (section 9), cancelling a visit before it starts is free, and your legal right to cancel applies instead of the late cancellation fee.

If we cancel or change your booking

If we need to cancel or move a confirmed booking (for example because of cleaner illness), we will tell you as soon as possible and offer you another date or a full refund of what you paid for that visit. We are not responsible for any other costs caused by a change we could not reasonably avoid, but we will do all we can to find a replacement cleaner first.

9. Your legal right to cancel (consumers)

If you are a consumer and you booked online, by phone, by email or by message, you have the legal right to cancel the contract within 14 days of the day you accepted our quote, without giving any reason.

Starting within the 14 days

Most cleaning is booked for a date within 14 days. When you request a booking or accept a quote for a date that falls within your cancellation period, you ask us to carry out the service during that period. If you then cancel:

• before the visit, we refund you in full;
• during the visit, you pay for the part of the service provided up to the time you tell us, and we refund the rest;
• after the service has been fully carried out, you no longer have the right to cancel. You acknowledge this when you ask us to start within the cancellation period.

How to cancel

To cancel, tell us clearly by email to info@swclean.co.uk, by phone or in writing to our registered office. You can use the model cancellation form below, but you do not have to. We refund you within 14 days of being told you are cancelling, using the method you paid with.

10. If something is not right

We want you to be happy with every clean. If something has been missed or not cleaned to the standard agreed, tell us and we will come back and put it right free of charge. To use this guarantee, contact us within these times:

How it works

1. Email or message us with your booking details, a list of the areas concerned and clear photos. For end of tenancy cleaning, please also send the relevant part of the check-out or inventory report if you have it.
2. We will arrange a return visit, normally within 2 working days, to re-clean the areas that were missed or not cleaned to the agreed standard. You need to give us access for that visit.
3. The re-clean covers the areas and tasks that were part of your booking. It does not cover new dirt, work outside the original booking, or anything listed in section 6 under "What cleaning cannot achieve".

End of tenancy guarantee conditions

The end of tenancy guarantee applies when the property was empty of belongings during the clean and nobody has used or moved into it since (see section 6). It covers items on our end of tenancy checklist that your letting agent, landlord or inventory clerk reports as missed. We cannot guarantee the outcome of any deposit dispute, which depends on things outside our control, such as the property's condition at check-in and its general wear and tear.

Give us the chance to put it right

A free return visit is the quickest way to fix a problem, and the law also gives you the right to ask us to redo a service that was not carried out with reasonable care and skill. If you arrange for someone else to clean again before giving us the chance to return, we will not pay their costs, unless it was not reasonable for you to wait for us (for example, if we could not return before your check-out inspection).

Refunds and price reductions

If we cannot put the problem right, or cannot do so within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction. The reduction reflects the part of the service that was not carried out properly and can, where appropriate, be the full price. We assess every request on the evidence: the photos and report you send, our own photos and records, and the cleaner's account.

Your legal rights

Our guarantee is in addition to your legal rights. The time limits above apply to the free re-clean guarantee. If you tell us about a problem later, we will still consider it under your legal rights, but please tell us as soon as possible, because the longer it takes, the harder it is to establish what happened.

11. Damage, loss and breakages

Our cleaners work carefully, and we hold public liability insurance of up to £1,000,000 for each claim, which covers the work our self-employed cleaners carry out for us. If something is damaged or lost during a visit because of our cleaner's negligence or a breach of these terms, we will put it right as described below.

Reporting damage

• Tell us within 48 hours of the visit, with photos of the damage and a description of what happened. Our cleaners also report any accident to us straight away.
• Keep the damaged item and do not repair, replace or throw it away until we have inspected it or agreed in writing that you can, unless it is unsafe. If you do, take clear photos first. If we are unable to assess a claim because the item has been repaired or discarded, this may affect how much we can pay.
• Give us any evidence of the item's age, value or purchase price that you have.

If you report damage later than 48 hours, we will still look at it, but we may not be able to accept that it happened during our visit unless the evidence shows it did.

How we put it right

We will, at our choice, arrange a professional repair or pay the reasonable cost of repair. If an item cannot be repaired at a reasonable cost, we pay its value at the time of the damage, taking into account its age and condition, not the cost of a brand new item. Where our insurer handles a claim, we will keep you informed.

What we are not responsible for

We are not responsible for damage or loss that was not caused by our cleaner's negligence or a breach of these terms, including:

• damage that existed before the visit, normal wear and tear, or items that were already loose, unstable, faulty or poorly fixed;
• damage caused by following your instructions, or by using products or equipment you provided in the normal way;
• damage to surfaces or items that need special care when you did not tell us about them in writing before the visit (section 5) and the cleaner used standard products and methods in the normal way;
• harm to an animal we were not told about (section 5) caused by standard cleaning products used in the normal way, or a pet escaping when you had not secured it;
• loss of cash, jewellery or other valuables left out, unless it was caused by our cleaner;
• your own equipment, such as a vacuum cleaner or mop, wearing out or breaking down through normal use;
• damage caused by pets, other people in the property, or faults in the building, plumbing or electrics;
• mould, and any area our cleaners could not reach safely under section 2.

If our cleaner notices existing damage or something that is not working when they arrive, they will take a photo and tell you or our office.

Leaks, damp and faults

If our cleaner finds a leak, damp, a fault or damage that was not caused by the cleaning, they will tell you or our office and send photos. We are not responsible for the fault or for any damage it causes, and our cleaners do not attempt repairs.

Missing items and theft

If something seems to be missing after a visit, please check first whether it has been moved or put away during cleaning, and ask us: our cleaner may know where it is. If you believe something has been stolen, tell us straight away and report it to the police. We need the police crime reference number to investigate a theft claim, and we will cooperate fully with the police, including giving them our records and the details of the cleaner. We are responsible if it is shown that our cleaner took the item. We cannot accept a claim based only on an item being missing after a visit.

12. Keys, alarms and security

When we are responsible for keys

We are responsible for keys, fobs and access cards only from the moment they are handed to our cleaner or our office in a way you arranged with our office in advance (by email, message or phone), until we return them. When we take keys, we record how many there are and what they are for. Keys left under a mat, with a neighbour, in a key safe or anywhere else that you did not arrange with our office remain your responsibility.

While we hold keys, we keep them securely and label them with a code, never your address, and we use them only to carry out your bookings. If a key is lost through our fault, we will pay the reasonable cost of replacement keys and, where needed for your security, of changing the affected locks. When a regular plan ends, we return your keys by the method we agree with you. If you do not collect them within 30 days of the plan ending, we may securely destroy them after giving you notice.

Key collection for end of tenancy cleaning

We can collect keys before an end of tenancy clean and return them afterwards, for example from a letting agent or concierge, free of charge when the collection and return points are within about 10 minutes' walk of the property. Further away, we can do it for an extra charge that depends on the distance, which we will tell you before you accept the quote. Please tell us when you book where the keys are, who will hand them over, their opening hours and where to return them.

Alarms, smart locks and leaving the property

If the property has an alarm, smart lock or entry system, give us the codes and instructions before the visit. If an alarm goes off because the code or instructions you gave us were wrong or missing, any call-out charge is yours. When our cleaner leaves, they lock the doors they were given keys for and close the windows they opened. We are not responsible for doors, windows or gates that you left open, or for the security of the property outside the visit.

13. Photos and job records

Our cleaners take photos of the areas they clean before and after the work, and of any existing damage or unusual condition on arrival. We keep these, with the times of arrival and departure, as a record of the work. We use them to check quality, to deal with guarantee requests, damage claims and payment disputes, and to send to you or, where they booked the clean, your letting agent or landlord.

Our cleaners avoid photographing people, documents and personal items as far as possible. We will not publish photos of your property on our website or social media without your permission, and never in a way that shows your address. More detail is in our Privacy Policy.

14. Payment disputes and unpaid amounts

If you are unhappy with a service, please contact us first using section 10 or section 24. We will deal with it quickly, and you will usually get a resolution faster than through your bank.

Chargebacks

If you ask your bank or card provider to reverse a payment for a service we carried out, we will send them our records, including the booking, messages, arrival and departure times and before and after photos. A chargeback does not cancel an amount that is properly due under these terms. If a payment is reversed and the bank later finds that the amount was owed, or the reversal was not justified, the amount remains payable.

If an amount is not paid

If an amount due under these terms is not paid when it is due, we may:

• charge your saved card under section 7, after emailing you the invoice;
• pause or cancel any future bookings until the account is paid;
• pass the debt to a debt collection agency, or claim it through the county court (including the small claims track), together with any interest, court fees and costs the court allows. For business customers, section 19 also applies.

We will always write to you and give you a reasonable opportunity to pay before taking formal steps.

15. Regular cleaning plans

If you book a weekly, fortnightly, three-weekly or monthly plan, each visit is a separate booking under these terms and is paid in advance under section 7.

• You can skip a visit or pause the plan with at least 24 hours' notice before the next visit. Shorter notice is charged as a late cancellation under section 8.
• You can end the plan at any time with at least 24 hours' notice before the next visit.
• We can end the plan by giving you 14 days' notice, or immediately if you seriously or repeatedly break these terms (for example, by not paying or by behaviour described in section 17).
• We may change our prices for regular plans by giving you at least 30 days' notice. If you do not accept the new price, you can end the plan before it takes effect.

16. Hiring our cleaners directly

We invest significant time and money in finding, vetting, training and insuring our cleaners, and in building the relationship you have with them.

This does not apply if the cleaner approaches you independently in response to a public job advert, or if you hire someone who has not worked for you through us. If one of our cleaners asks you to deal with them directly, we would be grateful if you let us know.

17. Behaviour and safety

Our cleaners and office team have the right to work safely and to be treated with respect. A cleaner may refuse to start or may stop work and leave if:

• anyone in the property is abusive, threatening, discriminatory or behaves in a sexual or otherwise inappropriate way;
• the cleaner is asked to do something unsafe, illegal or outside section 2;
• the cleaner would be the only adult in the property with children under 16 or with a person who needs care (section 2);
• conditions in the property are unsafe, such as exposed wiring, needles, serious infestations, hazardous substances or an animal that cannot be secured.

In these cases the visit is charged in full, and we may cancel any future bookings and end the contract. Where the problem was not caused by you or anyone in the property, for example an unexpected building fault, we will charge only for the time worked and offer to rebook.

Please do not ask our cleaners to carry out work outside the booking or to change the price. Changes must be agreed with our office.

18. Reviews and feedback

We welcome honest feedback and reviews, positive or negative, and we invite every customer to share their experience. If something went wrong, please give us the chance to put it right first, because we can usually solve it quickly.

We do not offer refunds, discounts or credit in return for a review being written, changed or removed, and we do not pay for or write reviews. Requests for refunds are assessed only under these terms and your legal rights. We may respond publicly to reviews and may report to the review platform any review that we reasonably believe is false, abusive or reveals personal details of our cleaners.

19. Business customers

This section applies in addition to the rest of these terms if you are a business customer, including letting agents, landlords letting property as a business, property managers, short-let hosts operating as a business, and commercial premises. Section 9 and the consumer rights mentioned in these terms do not apply to business customers.

Accounts and invoices

We may offer an account to business customers, at our discretion. On account, invoices are payable within 14 days of the invoice date unless we agree different terms in writing. We may ask for payment in advance for a first booking, for one-off jobs, or if a previous invoice was paid late.

Late payment

If an invoice is not paid on time, we may charge statutory interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998, together with our reasonable costs of recovering the debt. We may also suspend services to you until all overdue amounts are paid.

Bookings made for someone else

If you book on behalf of a landlord, tenant or other client, you confirm that you are authorised to do so, and you are responsible for payment unless we have agreed in writing, before the visit, to invoice that person directly. Where we agree to invoice a landlord or tenant directly, they must pay in advance under section 7.

We pay any partner commission or discount only under our separate partner terms, and only once the relevant invoice has been paid in full.

Queries about invoices

You must raise any query about an invoice within 7 days of receiving it, and pay any part of it that is not disputed by the due date.

Liability to business customers

For business customers, our total liability arising from or in connection with any booking, whether in contract, negligence or otherwise, is limited to the price of that booking, except for physical damage to property, where our liability is limited to the amount recoverable under our public liability insurance. We are not liable to business customers for loss of profit, revenue, rent, business, goodwill or any indirect or consequential loss, including delays to a tenancy or the loss or reduction of a tenancy deposit. Nothing in this section limits liability that cannot be limited by law.

These terms and any written quote are the entire agreement between us and a business customer for each booking. Your own terms of business do not apply unless we agree to them in writing.

20. Referrals, discounts and partners

• Referral credit is added once the referred friend has completed and paid for their first booking. Credit is applied to your next invoice, has no cash value and cannot be transferred. Each friend can be referred only once, and you cannot refer yourself or another member of your household.
• Promo codes and discounts must be entered or mentioned when you book, cannot be combined unless stated, and cannot be applied to a booking after it has been paid.
• We may withdraw credit or discounts obtained through misuse, false details or duplicate accounts.
• Partner arrangements with letting agents and other businesses are covered by separate partner terms.

21. Our liability to you

If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. Loss or damage is foreseeable if it was obvious that it would happen, or if both of us knew it might happen when the contract was made.

If you are a consumer, we provide our services for domestic and private use only. We are not responsible for business losses, such as loss of profit, rent or business opportunity.

We are not responsible for delays or failures caused by you, by information you gave us being wrong, or by you not meeting your responsibilities in sections 4 and 5.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your legal rights as a consumer in relation to the services, or for anything else that cannot be limited or excluded by law.

22. Events outside our control

We are not responsible for failing to carry out, or for delay in carrying out, a service when this is caused by an event outside our reasonable control. Examples are:

• extreme weather, flooding or fire;
• strikes, transport disruption, and road or station closures;
• epidemics and public health restrictions, or other government action;
• power, water or gas failures, or the failure of a building's lifts or entry systems;
• civil unrest, terrorism, security alerts or police cordons;
• an accident, sudden illness or emergency affecting the cleaner, when we cannot find a replacement in time.

If this happens, we will tell you as soon as we can and offer you a new date. If you are a consumer, you can choose a full refund instead for any visit we cannot carry out. If you are a business customer and the event continues for more than 30 days, either of us can end the affected bookings by written notice, and we will refund anything paid for visits that did not take place.

23. Website and online accounts

If you create an account, keep your login details private and tell us if you think someone else has used your account. You are responsible for bookings and requests made through your account. We may suspend or close an account that is used to break these terms or the law.

The content of this website, including text, photos, logos and design, belongs to Seven7een Ltd or its licensors, and may not be copied or reused without our written permission. We aim to keep the website accurate and available, but information on it (other than your confirmed booking or quote) is general information, and we may update it at any time. We are not responsible for the content of other websites we link to.

We use your personal data as described in our Privacy Policy.

24. Complaints and disputes

How to complain

Email info@swclean.co.uk with your name, booking or invoice number, the address and date of the visit, what went wrong and any photos or evidence. For problems with a clean, please also follow section 10 so we can arrange a return visit within the guarantee period.

We aim to acknowledge complaints within 1 working day and to give you our full response within 10 working days. If we need longer, for example because an insurer is involved, we will tell you why and keep you updated.

If we cannot agree

If you are a consumer and we cannot resolve your complaint, we will tell you in our final response whether we agree to use an alternative dispute resolution service. You can also get free advice from Citizens Advice, and you can bring a claim in the courts. Many cleaning disputes are suitable for the small claims track of the county court.

Governing law

These terms are governed by the law of England and Wales. Disputes may be brought in the courts of England and Wales. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

25. General

• Changes to these terms. We may update these terms from time to time. The version that applies to a booking is the one on our website when the booking was confirmed. For regular plans, we will give you at least 30 days' notice of any significant change, and you can end the plan before it takes effect.
• Transfer. We may transfer our rights and obligations under these terms to another organisation, and we will tell you if this happens. Your rights as a consumer will not be affected. You may transfer your rights only with our written agreement.
• Separate terms. Each section of these terms operates separately. If a court decides that any part is unlawful or unenforceable, the rest remains in full effect.
• Delay in enforcing. If we do not insist immediately that you do something you are required to do under these terms, or if we delay taking steps against you, this does not mean that you do not have to do it or prevent us from taking steps later.
• Third parties. This contract is between you and us. Nobody else has any right to enforce it.

26. Contact us

• Company: Seven7een Ltd trading as SW Clean (company number 13649662)
• Registered office: 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom
• Email: info@swclean.co.uk
• Phone and WhatsApp: +44 7472 843846 (office hours Monday to Friday, 9am to 5pm)
• Online: the contact form on our website