Terms and Conditions for Cleaners NW3
These Terms and Conditions set out the basis on which our cleaning services are provided to domestic and commercial customers. By making a booking, you agree that the service will be delivered in accordance with the provisions below. These terms are designed to be clear, fair, and practical, while protecting both the customer and the cleaning provider. For clarity, references to Cleaners NW3, our company, or we mean the service provider, and references to you mean the customer placing the booking.
Our service may include regular cleaning, one-off cleaning, end-of-tenancy cleaning, deep cleaning, and related cleaning tasks agreed in advance. The exact scope of work depends on the booking details, the condition of the premises, access arrangements, and any special instructions provided before the appointment. Because cleaning requirements can vary significantly, it is important that all instructions are accurate and complete at the time of booking.
These terms should be read together with any written quotation, booking confirmation, or agreed service schedule. If there is any inconsistency between these terms and a specific written agreement, the written agreement will apply to the extent of that inconsistency. Nothing in these Terms and Conditions is intended to affect your statutory rights as a consumer where those rights apply.
Booking Process
Bookings may be made by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where relevant, received any required deposit or prepayment. We may refuse a booking at our discretion if we are unable to provide the service safely, lawfully, or within the requested timeframe.
When requesting a service, you must provide accurate and complete information, including the type of property, approximate size, required tasks, preferred date and time, access restrictions, parking limitations, and any known hazards. If you request cleaning for a property that contains fragile items, high-risk areas, biohazards, pests, or other unusual conditions, you must tell us in advance so that we can decide whether the work is suitable and what precautions may be needed.
We will use reasonable efforts to attend at the agreed time, but appointment times are estimates unless we expressly agree otherwise. Delays can occur because of traffic, weather, staffing issues, or earlier jobs taking longer than expected. If we anticipate a significant delay, we will try to notify you as soon as reasonably possible. The booking remains subject to access being available at the scheduled time.
You must ensure that our staff or contractors can access the premises at the booked time. If access is denied, delayed, or made unreasonably difficult, we may treat the appointment as cancelled by you and charge the applicable cancellation or call-out fee. Where keys, codes, alarm details, or instructions are provided, you are responsible for ensuring they are correct and up to date. Any costs arising from incorrect access information may be charged to you.
If you wish to change the scope of work after the booking has been accepted, we may revise the price, time required, and staffing allocation. Any addition to the original service request is subject to availability and approval. For larger or more complex jobs, we may request photographs, site details, or a pre-service assessment before confirming the final arrangement.
We reserve the right to assign suitable personnel to carry out the work and to make reasonable substitutions where needed. Substitution may occur because of illness, holidays, operational requirements, or the need to meet safety and quality standards. Any substitute cleaner or team member will be suitably instructed to perform the agreed service.
Payments and Pricing
All prices are stated in pounds sterling unless otherwise agreed. Prices may be quoted as fixed fees, hourly rates, or estimated charges depending on the type of service. Estimates are based on the information provided at the time of booking and may be revised if the actual conditions differ materially from those described. Where a quotation is given, it is valid only for the stated period and may be withdrawn or amended before acceptance.
Payment terms will be confirmed at booking. For some services, payment may be required in advance, upon completion, or through a recurring arrangement. If a deposit is requested, the booking may not be secured until it has been paid. Unless otherwise stated, invoices are payable immediately on receipt. We may suspend or refuse further services if an outstanding balance remains unpaid.
Additional charges may apply for parking, congestion, access-related costs, specialist materials, heavy soiling, hazardous conditions, or extra time needed because the premises were not in the condition described. Where possible, we will notify you before incurring additional costs, but this may not always be practical during the service. If a dispute arises about a charge, you must pay the undisputed amount by the due date.
We may update our prices from time to time. Price changes will not affect bookings already accepted unless the booking is amended, delayed at your request, or materially different from the original description. Any promotional or discounted rate is subject to the stated conditions and may not be combined with other offers unless expressly permitted.
Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving notice within the timeframe specified at the time of booking. If no timeframe is stated, reasonable notice should be given. Cancellations made at short notice may incur a fee to cover lost time, staffing costs, and administrative expenses. The exact fee may depend on the type and length of the service booked.
Where a cleaner or team is already en route or has arrived at the property, the service may be deemed commenced for cancellation purposes. If we are unable to complete the full service because access is unavailable, utilities are disconnected, or the property is not ready, we may charge for the time spent and any incurred costs. We are not responsible for losses arising from your failure to provide suitable access or accurate instructions.
If we need to cancel or reschedule, we will give you notice as soon as reasonably practicable and offer an alternative date where possible. We will not be liable for delays or cancellations caused by events outside our reasonable control, including severe weather, illness, transport disruption, industrial action, or emergency situations. Such events are dealt with under the force majeure principles in these terms.
Service Standards, Materials, and Property Care
We will carry out the service with reasonable care and skill, using methods and materials that are appropriate for the task. Unless agreed otherwise, you are responsible for providing mains water, electricity, and any essential utilities required to perform the cleaning safely and effectively. If specialist products or equipment are needed, we may supply them and charge accordingly.
We may decline to use products, tools, or methods that we reasonably believe could damage surfaces or present a health and safety risk. Certain stains, marks, odours, build-up, or deterioration may not be removable completely, especially where they are longstanding or caused by pre-existing damage. We do not guarantee restoration to a like-new condition unless that is expressly agreed in writing.
It is your responsibility to remove or secure valuables, cash, jewellery, documents, and fragile items before the service begins. While our team will act with care and respect, we cannot be responsible for items left in unsafe places, unsecured areas, or locations not disclosed to us. If a room or item is especially delicate, please tell us before the appointment so that appropriate precautions can be considered.
Cleaners NW3 may take reasonable steps to report hazards, breakages, or pre-existing issues noticed during the service. Any such report is made in good faith and does not amount to an acceptance of liability. Where a problem is identified, we may pause the work if continuing would be unsafe or if the premises present a risk to staff or property.
Our staff must not be asked to carry out tasks that are unlawful, unsafe, or outside the agreed scope. This includes moving extremely heavy items, handling bodily fluids, dealing with needles or biohazard waste, or using chemicals not approved for the intended surface. If you request such work, we may refuse without being in breach of contract.
We may also refuse to clean areas that are infested, contaminated, structurally unsafe, or otherwise unsuitable for normal cleaning methods. In such cases, we may still charge for attendance, inspection time, or any preparatory work already carried out.
Liability and Limitations
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, we shall not be liable for indirect, consequential, or purely economic losses, including loss of profit, loss of business, or loss of enjoyment, unless required by law.
Our total liability for any claim arising out of or in connection with a booking shall, to the fullest extent permitted by law, be limited to the total amount paid or payable for the specific service giving rise to the claim. This limit applies whether the claim is based in contract, tort, negligence, breach of statutory duty, or otherwise.
We are not responsible for damage caused by pre-existing defects, wear and tear, unsuitable materials, hidden faults, or items that were incorrectly assembled, fixed, or maintained. If you believe damage has occurred during the service, you must notify us within a reasonable time and provide evidence where available. We may request photographs, inspection access, or other information to assess the matter properly.
Any claim relating to breakage, loss, or damage must be made promptly and in any event within a reasonable period after the service. You must allow us a fair opportunity to inspect or investigate before repairs or disposal take place, unless immediate action is necessary to prevent further harm. Failure to do so may affect our ability to consider the claim.
We do not exclude liability for direct loss caused by our proven negligence where such exclusion would be unlawful. However, where a claim arises from your failure to provide accurate information, proper access, or adequate warning of risks, we shall not be liable for resulting loss or delay. You agree to take reasonable steps to mitigate any loss or damage.
Waste, Disposal, and Environmental Compliance
All waste handling will be carried out in accordance with applicable UK waste regulations and environmental requirements. We will dispose of ordinary cleaning waste only where this has been expressly agreed or is part of the booked service. General waste, packaging, and routine debris may be collected and removed if permitted by the scope of work and local disposal arrangements.
We do not act as a licensed waste carrier unless specifically stated. For that reason, we will not remove controlled, hazardous, clinical, electrical, chemical, or contaminated waste unless we are authorised and equipped to do so and the service has been arranged in compliance with law. Items such as paint, solvents, batteries, needles, asbestos materials, and similar regulated waste must be handled by the appropriate specialist contractor.
You must disclose any waste that may require special treatment before the service begins. If undisclosed regulated waste is discovered, we may suspend the service, leave the area undisturbed, or ask you to arrange removal by a qualified provider. Any additional costs caused by non-disclosure may be charged to you where lawful and reasonable.
If we remove waste on your behalf, ownership of the waste transfers to the appropriate disposal route only where this is lawful and consistent with the agreed service. We do not accept responsibility for waste placed in unsuitable containers by others, for illegal tipping by third parties, or for disposal instructions that conflict with legal requirements. You remain responsible for ensuring that all materials presented for disposal may lawfully be handled in the manner requested.
Where cleaning creates waste such as packaging, disposable cloths, or non-hazardous residue, we will aim to sort and dispose of it responsibly. Recycling, segregation, and disposal methods may vary depending on the nature of the job and the facilities available at the time. We may refuse to remove waste that could expose our staff to risk or that would require specialist permits or equipment.
Nothing in these terms permits either party to request or conduct disposal in breach of environmental law, duty of care obligations, or any other applicable regulation. If there is any conflict between a customer instruction and our legal duties, the legal duties will prevail.
Complaints and Disputes
If you are dissatisfied with any part of the service, you should notify us as soon as possible so that we can review the issue. Providing prompt notice helps us investigate the matter while the relevant facts remain available. We may ask for photographs, a description of the concern, and access to the property or item affected.
We will consider complaints fairly and in good faith. Where a complaint is justified, we may offer to revisit the premises, remedy the issue, or provide a partial refund where appropriate. Any remedy offered will depend on the facts, the nature of the service, and the extent to which the issue can be corrected.
Nothing in this section prevents either party from pursuing formal legal rights. However, both parties agree to try to resolve disputes informally first where reasonable. This approach helps avoid unnecessary cost and delay and is consistent with the intention that the service should be administered fairly.
Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise.
These terms may be updated from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of your booking will normally apply to that booking unless a later version is expressly agreed. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions. If you are booking on behalf of another person or organisation, you confirm that you have authority to agree to these terms on their behalf and that they will be bound by the same obligations. Cleaners NW3 is committed to delivering a professional cleaning service within a clear contractual framework, and these terms are intended to support that objective while preserving legal compliance, transparency, and fairness.