Cleaners NW1 Service Terms and Conditions
These service terms and conditions set out the basis on which Cleaners NW1 provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing work to commence, the customer agrees to these terms. They are designed to create a clear understanding of how the cleaning service operates, what is included, and how both parties should act before, during, and after the visit.
The wording in this document is intended for general use and should be read alongside any written booking confirmation, quotation, or service description supplied for the relevant appointment. Where there is any inconsistency, the specific booking confirmation will normally take priority for that job, provided it does not conflict with applicable law. These terms and conditions apply to all standard and one-off cleaning services unless a separate agreement has been made in writing.
For the purpose of these terms, “we”, “us”, and “our” refer to the service provider operating under the Cleaners NW1 name, and “you” or “the customer” refers to the individual or organisation requesting the cleaning service. The words “booking”, “appointment”, and “visit” refer to the agreed date and time for performance of the service. The expression cleaner or operative refers to any person assigned to carry out the work on our behalf.
All services are subject to availability, the nature of the premises, and the scope of work agreed at the time of booking. We reserve the right to decline a request if the premises are unsafe, the required work is outside our capability, or we believe the service would breach law, regulation, or professional standards. Acceptance of a booking does not automatically guarantee that every requested task will be possible on the day if conditions differ from what was initially described.
Booking process begins when you submit a request with accurate details about the property, the type of cleaning required, access arrangements, and any special instructions. We may provide an estimate or a fixed quotation based on the information supplied. Any quotation is usually based on the stated conditions and time estimate, and may change if the actual conditions are materially different. A booking is only confirmed once we accept it and provide confirmation in writing, by email, message, or another agreed format.
It is your responsibility to ensure that all information given during the booking process is complete and correct. This includes details about the number of rooms, level of dirt, presence of pets, fragile items, parking restrictions, alarm systems, or any hazards that may affect the work. If inaccurate or incomplete information is provided, the service may take longer, cost more, or require rescheduling. We may revise the scope or price if additional work is needed because the original description was misleading or incomplete.
We will normally allocate a time window rather than an exact minute-by-minute arrival time. While we aim to arrive at the agreed time, delays can occur due to traffic, previous jobs, access issues, or unforeseen operational circumstances. If we are delayed significantly, we will try to inform you as soon as reasonably possible. The customer must ensure access to the property at the agreed time and must arrange for any keys, codes, or entry permissions to be available in advance.
If the property cannot be accessed at the scheduled time, or if the customer or their representative is not present where presence is required, we may treat the appointment as a late cancellation or failed visit. In such cases, a charge may still apply. The same applies if the cleaner cannot work safely because of missing utilities, inadequate lighting, excessive clutter, or conditions that prevent the service from being carried out efficiently. A successful cleaning appointment depends on reasonable preparation and access.
You agree to provide a safe working environment. This means floors should be reasonably clear, hazardous substances should be disclosed, and any dangerous items should be removed or secured before the cleaner starts. We may refuse to begin or continue work if we consider the environment unsafe. We also reserve the right to leave the premises or pause the service if there is abuse, harassment, verbal threats, illegal activity, or any condition that could place staff at risk.
Payments must be made in accordance with the payment terms stated in the booking confirmation or invoice. Unless otherwise agreed, charges are based on the quoted price, the hourly rate, or the fixed-service fee. Additional work outside the original scope may incur further charges. Payment may be required in advance, on completion, or within a stated period after invoicing, depending on the service type and customer arrangement.
All prices are quoted in pounds sterling unless otherwise stated. Where VAT applies, it will be included or added in line with the relevant legal requirements and explained on the invoice. You are responsible for ensuring payment is made using an accepted method and on time. If payment is late, we may suspend future bookings, charge reasonable recovery costs where permitted, and pursue unpaid sums through lawful means. Non-payment does not cancel the debt.
Any dispute about a charge must be raised promptly and in good faith. If you believe an invoice is incorrect, you should inform us without undue delay so that we can review the matter. Raising a dispute does not automatically remove the obligation to pay undisputed sums. We may require payment of the undisputed amount while the remainder is investigated. Discounts, promotions, or special offers are valid only for the stated period and conditions.
Cancellations and rescheduling should be made as early as possible. If you need to change or cancel a booking, you must notify us within the notice period stated in your confirmation. If sufficient notice is given, we will usually offer a new appointment or, where appropriate, a refund in line with the service conditions. The amount of notice required may vary depending on the nature of the booking, the length of the job, and whether staff have already been allocated.
If you cancel too late, fail to provide access, or are not ready for the service to begin, a cancellation fee or full charge may apply, especially where the slot cannot be reallocated. For recurring services, repeated last-minute cancellations may lead to a review of the arrangement or termination of the schedule. We may also cancel or reschedule an appointment if staff become unavailable, the property is unsuitable, or conditions beyond our control make performance impossible.
In the unlikely event that we must cancel, we will aim to give reasonable notice and, where possible, offer an alternative appointment. Our liability for cancellation is limited to the amount paid for the affected service, unless otherwise required by law. We are not responsible for indirect losses arising from a cancelled or delayed service, such as missed work time, inconvenience, or loss of earnings, except where such exclusion is unlawful.
Scope of service is limited to the tasks agreed at booking. Unless specifically included, the service does not cover specialist restoration, deep stain removal beyond normal methods, mould remediation, pest control, biohazard cleaning, or work requiring licensed trade expertise. We use reasonable skill and care in performing the tasks requested, but the expected result depends on the condition of the property, the materials present, and the time or budget allocated for the visit.
Liability is limited to losses directly caused by our negligence or breach of these terms. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. Subject to that, we will not be liable for pre-existing damage, wear and tear, hidden defects, or damage caused by items that are already loose, faulty, unstable, or improperly installed.
If an item is fragile, valuable, antique, or irreplaceable, you should notify us before the service begins. Where possible, such items should be removed, secured, or marked as not to be cleaned. We are not responsible for damage arising from undisclosed fragility, unsuitable instructions, or the inherent weakness of materials. Any claim for loss or damage must be reported as soon as reasonably practicable and, in any event, within a reasonable time after the service.
Waste regulations are an important part of our service practice. We will comply with applicable waste management and environmental rules when collecting, bagging, or disposing of waste generated during the cleaning service. However, unless specifically agreed in writing, we do not act as a licensed waste carrier for household clearance, large item removal, or regulated waste disposal. Customers remain responsible for ensuring that waste disposal arrangements are lawful and suitable for the type of waste involved.
You must disclose any item or substance that may be classed as controlled, hazardous, clinical, electrical, chemical, or otherwise regulated. We will not handle asbestos, needles, bodily fluids, illegal materials, or dangerous chemicals unless we have expressly agreed to do so and are legally permitted to proceed. If such materials are found unexpectedly, we may stop work immediately and request that appropriate specialist action is taken. Any extra cost or delay caused by undisclosed waste may be charged to you where permitted.
Recycling, segregation, and responsible disposal should be followed where applicable. We may place waste into the bins provided on site, but we do not guarantee the availability, capacity, or suitability of the customer’s bins. If waste cannot be disposed of lawfully on site, it must be removed by the customer or by a specialist service arranged separately. You agree not to request any action that would place us in breach of environmental law, local authority rules, or any other applicable regulation.
Customer responsibilities also include providing truthful instructions, securing pets, protecting vulnerable items, and making sure the property is ready for the agreed service. Where keys or access devices are provided, you remain responsible for their security unless we have expressly agreed to hold them under a separate arrangement. You should check the property after the visit and raise any concerns promptly so that they can be investigated while the relevant facts are still available.
We may make reasonable photographic or written records before and after the service for quality control, dispute handling, or operational purposes, provided this is consistent with applicable data protection law. Such records will normally relate to the condition of the area cleaned and not to your personal affairs. We will take reasonable care to respect privacy and limit processing to what is necessary for the performance of the service and our legitimate business interests.
Any complaint should be made as soon as possible after the service is completed. Please include enough detail for us to understand the issue, such as the date, location, and nature of the concern. We may ask for the chance to revisit the property to assess or remedy a problem where that is reasonable and appropriate. If a remedy is offered and refused without good reason, that may affect any subsequent claim for reduction or refund.
General terms apply to the full relationship between you and us. We may update these terms from time to time to reflect changes in law, insurance, procedures, or commercial practice. The version in force at the time of booking will usually apply to that appointment unless a later version is expressly accepted. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.
Failure by us to enforce any part of these terms immediately does not mean we waive the right to enforce it later. Any waiver must be in writing to be effective. You may not transfer or assign your rights under the booking without our prior consent. We may assign or subcontract our obligations where reasonable to do so, provided the service standard is maintained and any subcontracted operative is suitable and properly instructed.
The service is intended to be fair and practical for both sides, but it is still a legal agreement. You should read it carefully before confirming a booking for a cleaning service. By proceeding, you acknowledge that you understand the limits of the work, the payment obligations, the cancellation rules, the liability position, the waste handling requirements, and the legal framework under which the service is delivered.
Governing law and jurisdiction: these terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless applicable consumer law provides otherwise. If a customer is based elsewhere, this clause still applies to the extent permitted by law and subject to any mandatory legal rights that cannot be excluded or varied.
This document aims to provide a clear and balanced set of service conditions for customers using Cleaners NW1. It is written to help set expectations, support lawful operation, and reduce the likelihood of disagreement. By making a booking, you confirm that you have read and understood the terms, accept the responsibilities described, and agree that the service will be delivered according to the booking details and these terms.
