We know that Terms & Conditions are boring and take a while to read, but they do help make everything clear and help us sing from the same hymn sheet!  The terms and conditions published below are correct as of 1st September 2026 and apply to all bookings made with us, whether that booking has been made on this website, by email, by text, via social media, by phone or in person.

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Online Bookings

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We ask for your card details to secure your online booking simply to weed out the time wasters!  Over the last 20 years we have lost so much money due to people booking, then not being home when we arrive!  We assume that if you are a genuine customer then you will not mind giving over your card details to secure your booking.  Your card details are stored securely by Square and we can only charge your card when the following criteria is met

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• Job has been fully completed.

• We have turned up to the job but you are not home.

• You cancel with less than 24 hours notice.

• We turn up to the job but we cannot carry out the work due to your oven not working or your carpets are not cleanable using Hot Water Extraction.

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Payment Terms

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If you have provided your card details at the time of placing an online booking we will charge your card the full price of the cleaning service you have booked on the day of the booking.  If you have not provided your card details then payment in full will be required upon completion of the cleaning service either by Card or Cash.  If you are a commercial customer then we can arrange for the cost of the cleaning works to be invoiced to you.

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Parking

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It is important that we can park close to your property, either on your drive, directly opposite or within a nearby parking space.  It is the clients responsibility to ensure a parking permit (if required) is provided to the cleaners.  If our cleaners are required to pay for parking then this will be added to your cleaning fees for the job.

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Oven Cleaning

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• Your Oven must be in full working order, we cannot clean an oven that does not heat up

• Integrated Ovens must be secured fully to its housing.

• We will clean all racks in the oven and up to one grill pan.

• We cannot clean the oven if glass panels are broken or elements are damaged in any way.

• Hot water must be available to our cleaners for the duration of the oven cleaning process.

• CWA Cleaning cannot be held responsible for element failures after the clean due to hairline cracks in the element that were not visible to our cleaners at the time of cleaning.

• Please note our cleaners will not remove panels or doors if screws do not turn easily, or the screws are non-standard screws.

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Carpet Cleaning

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• Due to the size and weight of our Carpet Cleaning Equipment we can only clean up to the hight of 3 floors.  

• Running Water & Electric must be available to our cleaners for the duration of your booking.

• We cannot clean carpets which are made of Sisal, Seagrass, Jute or Coir.  It is the clients responsibility to check that their carpets can be cleaned before booking our services, as if they cannot be cleaned and we attend the booking then payment for the cleaning will still be required in full for the carpets we cannot clean.

• We cannot clean carpets that have are thread bear or moth eaten, as our cleaning process will cause more damage to the carpets.  You may however still be charged in full for the cleaning of these carpets if we have arrived at your property to clean them as per your booking.

• We cannot guarantee 100% removal of stains, and no professional carpet cleaner can either!  Successful removal of stains depends on the age of the stain, composition of the stain, type of carpet and previous cleaning methods used to try and remove the stain.  It is helpful if you can provide our cleaners with as much information as you can about any stains so that they can use the right products to try and remove it.

• Sometimes after cleaning stains can reappear, this is called 'wicking'.  This normally happens where a liquid has been spilled or a pet has had an accident and the stain is not visible to our cleaners, this could be because the carpets have been spot cleaned by the customer or previously cleaned by another professional.  CWA Cleaning cannot be held responsible for 'wicking' of stains not visible at the time of cleaning, however, we are happy to re-attend and re-clean stains we have removed that have 'wicked' back up.

• Natural Carpets such as wool may smell of damp 'dog' after cleaning.  When cleaning natural carpets we will use minimal water and dry them off as much as we can.  We will also treat the carpets with a stronger deodoriser to help eliminate the smell during the drying process.  The damp smell will pass once the carpets are dry and we cannot be held responsible for this odour.

• Pet Urine Stains - if these are visible to our cleaner, or the cleaner has been told where a pet has had an accident then the cleaner will be able to treat the area with a specialist cleaning solution and deodoriser, and will clean the area using a water claw.  If the areas have been previously cleaned, and are not pointed out to the cleaners then specialist cleaning will not be provided in those areas and this may result in the urine small and stain reappearing during the drying process "wicking'.  We will not be responsible for Urine stains wicking back up that we were not notified about at the time of cleaning.

• If your property is furnished then we will only move small items of furniture, we will not move wardrobes, beds, display cabinets, bookcases, TV Cabinets, Desks or anything that is too heavy to move for one person.

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