Terms and Conditions for Cleaners NW1
These Terms and Conditions set out the basis on which Cleaners NW1 provides domestic and commercial cleaning services. By making a booking, the customer confirms that they have read, understood, and accepted these terms. They are designed to create a clear agreement for both sides, covering the booking process, payment rules, cancellation arrangements, liability limits, waste handling expectations, and the legal framework that applies to the service. In these terms, references to “we”, “us”, and “our” mean the cleaning service provider, and “you” or “the customer” means the person requesting or paying for the service.
Our services are provided in accordance with UK consumer and business law, and these terms are intended to be fair, transparent, and practical. They apply to all standard cleaning appointments, one-off jobs, recurring arrangements, end of tenancy cleaning, deep cleaning, and other agreed cleaning tasks. If any special conditions apply to a particular appointment, those conditions will be confirmed at the time of booking and will form part of the agreement. Where there is any conflict between these terms and a written service-specific agreement, the written agreement will take precedence to the extent of that conflict.
The customer is responsible for ensuring that the information provided at the time of booking is accurate and complete. This includes the property address, the type of cleaning required, access arrangements, any known hazards, and any special instructions that may affect the service. If details are incomplete or misleading, we may need to revise the service scope, adjust the quote, or cancel the booking if the work cannot safely or reasonably be carried out.
Bookings may be made by phone, email, online form, or other communication method accepted by us from time to time. A booking is not confirmed until we have accepted it and provided confirmation, whether in writing or electronically. Confirmation may include the service date, estimated duration, price, scope of work, and any conditions that apply. We reserve the right to decline a booking where we are unable to provide the requested service, where suitable access is not available, or where the requested work falls outside our operational capacity.
Quoted prices are generally based on the information supplied by the customer. If the service requirements change after confirmation, or if the property conditions differ materially from what was described, we may reasonably amend the price or time allocation. This may include situations where there is excessive build-up, heavy soiling, additional rooms, insufficient access, blocked areas, or the need for specialist treatment. A quote should be understood as an estimate unless expressly stated to be fixed and unconditional.
We aim to assign suitably trained staff, appropriate equipment, and reasonable time for the work agreed. However, the customer acknowledges that cleaning services are often dependent on the condition of the premises and the level of preparation made before the appointment. We may ask the customer to secure pets, clear personal belongings, or provide access to water, electricity, and suitable working conditions. If these are not available, the service may be delayed, reduced, or rescheduled at our discretion.
Payment terms will be confirmed at the time of booking or on the invoice. Unless otherwise agreed in writing, payment is due on completion of the service or in advance where a deposit or full prepayment has been requested. We may require payment before arrival for certain service types, larger bookings, first-time customers, or appointments arranged at short notice. Accepted payment methods may include bank transfer, card payment, or other methods we notify to you.
All prices are stated inclusive or exclusive of VAT as indicated on the relevant quote or invoice. If VAT applies, it will be charged at the prevailing rate. Late or failed payments may result in administrative charges, suspension of future services, and recovery action where necessary, to the extent permitted by law. The customer is responsible for paying any undisputed amount on time even if a separate complaint or request for correction is made in relation to another part of the service.
If the customer disputes an invoice, they should notify us promptly and provide the reasons for the dispute. We will review the matter in good faith and, where appropriate, issue a corrected invoice or explain why the charge stands. Any agreed refund will normally be processed using the original payment method unless another arrangement is agreed. Nothing in these terms affects the customer’s statutory rights under applicable consumer law.
Cancellations, Changes, and Missed Appointments
The customer may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation period is stated at the time of booking, we ask for at least 24 hours’ notice for standard services and longer where the work is extensive, involves multiple operatives, or requires special preparation. Where notice is given within the stated period, any prepayment may be transferred to a new appointment or refunded, depending on the circumstances and any costs already incurred.
If cancellation is made with insufficient notice, or if the customer is not present and access cannot be gained, we may charge a cancellation fee to cover lost time, travel, staff allocation, and other reasonable costs. In some cases, particularly where the full service slot has been reserved and cannot be reallocated, the full fee may be payable. This reflects the fact that a cancelled appointment prevents us from offering that time to other customers.
We may also need to cancel or postpone a booking because of staff illness, severe weather, access issues, safety concerns, equipment failure, or other events beyond our reasonable control. In such cases, we will seek to rearrange the appointment as soon as reasonably practicable. If rescheduling is not possible, any prepaid amount for the cancelled portion of the service will be refunded. Our liability in these cases is limited to the amount paid for the affected appointment, except where law requires otherwise.
Our liability is limited to loss or damage caused directly by our negligence, breach of contract, or failure to use reasonable care and skill. We will not be liable for indirect or consequential loss, loss of profit, loss of business, or damage arising from pre-existing defects, unsuitable fixtures, unsecured items, hidden defects, or the customer’s failure to provide accurate information. The customer should remove or secure valuable, fragile, or sentimental items before the service begins.
We will take reasonable care while carrying out the work, including when moving light items to access cleaning areas. However, we do not accept responsibility for damage to items that were already unstable, poorly fitted, faulty, or improperly stored, unless the damage was caused by our negligence. If the customer believes damage has occurred, they should notify us as soon as possible and provide details, photographs, and any other relevant evidence so that the matter can be investigated fairly.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. Where liability is established, any compensation will be assessed fairly and will usually be limited to the reasonable repair or replacement cost of the affected item, taking into account age, condition, and depreciation where appropriate. This reflects the standard approach for professional cleaning company terms in the UK.
Customer Responsibilities and Service Conditions
The customer must ensure safe access to the property and to all agreed work areas. This includes providing keys, alarm instructions, entry codes, parking information, and any other necessary access details in good time. If access is delayed or prevented, we may shorten the service time or charge a waiting fee where appropriate. The customer should also ensure that the premises are reasonably safe, meaning that hazards such as exposed wiring, sharp objects, broken glass, or aggressive animals are addressed before the appointment.
Where the service involves multiple rooms or areas, the customer should identify any areas that are out of bounds or require special handling. We will use reasonable care in accordance with the agreed scope, but we do not move heavy furniture, disconnect appliances, or handle dangerous substances unless specifically agreed and suitably equipped. Any request to clean high-risk or specialist areas must be assessed in advance and may require a revised quote or additional conditions.
The customer agrees to notify us of any known allergies, sensitivities, or health concerns that may affect the products or methods used. Where specific products are requested or prohibited, we will try to accommodate the request if it is practical and safe to do so. If the customer supplies products or equipment for us to use, they remain responsible for the suitability and safety of those products unless we are clearly at fault for using them incorrectly.
Waste disposal and handling are carried out in line with applicable UK waste regulations and responsible business practices. We will not dispose of hazardous materials, clinical waste, asbestos, chemical waste, or other controlled substances unless this has been expressly agreed in advance and we are legally permitted and properly equipped to do so. Ordinary waste generated during cleaning will be handled sensibly, but the customer remains responsible for arranging collection or disposal of any items not included within the agreed service.
If we identify waste that appears to be hazardous, contaminated, or illegally stored, we may suspend work in the affected area until the issue is resolved. This is to protect staff safety, the property, and compliance obligations. Any waste-related instruction from the customer must be lawful and must not require us to breach environmental rules, duty-of-care obligations, or local authority requirements. We may refuse to remove items that are not suitable for standard cleaning disposal, including sharp objects, syringes, large quantities of rubble, or unknown substances.
Where waste removal forms part of a specific service, we will confirm the scope in advance and may limit that scope to light domestic waste, bagged rubbish, or clearly identified non-hazardous materials. The customer must not place regulated waste in ordinary bins or ask us to do so. If additional disposal costs arise because the customer has misdescribed the waste or failed to disclose its nature, those costs may be charged to the customer where lawful and reasonable.
We may revise these Terms and Conditions from time to time to reflect changes in law, operational practice, or service structure. The version in force at the time of booking will apply to that booking unless the law requires otherwise. Any amendment will not affect rights already accrued before the change takes effect. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, the booking, or these Terms and Conditions will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By proceeding with a booking, the customer agrees that these legal terms form the basis of the service relationship and that any professional cleaners terms will be interpreted consistently with applicable UK legislation.