Terms and Conditions for Cleaners NW3
These Terms and Conditions set out the basis on which Cleaners NW3 provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. Please read them carefully before placing an order for any cleaner in NW3 service, regular cleaning plan, one-off clean, end of tenancy clean, or any related specialist cleaning arrangement. These terms are designed to be fair, transparent, and consistent with applicable UK consumer law.
Booking process: A booking may be made by phone, email, online form, or any other approved method. When a customer submits a request for cleaning services in NW3, they must provide accurate details, including the address, type of property, access requirements, preferred date and time, areas to be cleaned, and any relevant instructions. All bookings are subject to availability and are not confirmed until accepted by us. We reserve the right to refuse a booking where the requested service is unsuitable, unsafe, outside our operational capacity, or likely to breach these terms.
Customers are responsible for ensuring that the information provided at the time of booking is complete and correct. If details change after confirmation, including the size of the property, the condition of the premises, or the scope of the work, we may revise the quotation, amend the allocated time, or reschedule the appointment. If a customer books a cleaners NW3 service on behalf of another person, the person making the booking remains responsible for payment and compliance with these terms.
Service scope: The exact scope of work will be agreed before the appointment begins. Unless otherwise stated, standard cleaning includes routine domestic tasks such as dusting, vacuuming, mopping, wiping surfaces, sanitising accessible areas, and cleaning bathroom and kitchen fixtures. Any additional services, including oven cleaning, deep cleaning, ironing, stain treatment, or specialist tasks, must be agreed in advance and may incur additional charges. Our team will only perform tasks that are safe, lawful, and within the agreed service description.
Customers must provide reasonable access to the property at the scheduled time. If access is not available, if keys or entry codes have not been supplied, or if the premises cannot be entered for any reason beyond our control, the appointment may be treated as a late cancellation or failed visit. Where applicable, the customer may still be charged for the reserved slot, travel, or any wasted attendance time. For security reasons, customers should ensure that all valuables, confidential documents, and fragile items are stored safely before the service begins.
Payments: Payment terms will be stated in the booking confirmation or invoice. Unless agreed otherwise, payment is due in full upon completion of the service or in advance for certain recurring, urgent, or specialist bookings. We may require a deposit for larger jobs, repeat appointments, or services that involve significant scheduling commitments. Accepted payment methods may include bank transfer, card payment, or other approved means. Cash payments, if permitted, must be made in the agreed currency and by the agreed deadline.
Pricing and estimates: Any quotation provided is based on the information supplied by the customer and is therefore an estimate unless expressly described as fixed. If the actual condition of the property is materially different from the description given, or if the customer requests extra work during the visit, we may reasonably adjust the price. We will normally notify the customer before carrying out additional billable work. If a customer declines revised terms after work has started, we may stop the service and charge for the portion already completed.
For recurring cleaning services, invoices may be issued at agreed intervals, such as weekly, fortnightly, or monthly. Late or missed payments may result in suspension of future bookings, cancellation of scheduled visits, or referral of the debt for recovery where appropriate. Any bank charges, failed payment fees, or reasonable recovery costs incurred because of a customer’s non-payment may be added to the amount due, to the extent permitted by law.
Cancellations and rescheduling: Customers may cancel or reschedule by giving reasonable notice. Unless a different notice period is specified in the booking terms, at least 24 hours’ notice should be provided for standard appointments. For larger projects, specialist cleans, or peak-time bookings, a longer notice period may apply. If cancellation occurs too late, or if our team has already been dispatched, the customer may be charged in full or in part to cover lost time and expenses. We may cancel or rearrange a booking due to staff illness, safety concerns, severe weather, access problems, or other circumstances beyond our control.
Customer responsibilities: The customer must ensure the property is in a condition that allows safe and efficient cleaning. This includes providing hot and cold water, electricity, lighting, and any access necessary for the agreed work. Hazardous areas, broken fixtures, exposed wiring, excessive clutter, aggressive pets, and dangerous substances must be disclosed in advance. We may refuse to clean areas that present a risk to health or safety. The customer should also remove or secure items that are especially delicate, valuable, or easily damaged.
Where keys, fobs, alarm codes, or other access tools are entrusted to us, they will be handled with reasonable care. However, the customer remains responsible for checking that any access arrangement is suitable and secure. We do not accept responsibility for pre-existing faults in locks, alarms, appliances, surfaces, fittings, or consumables unless damage is directly caused by our negligence.
Liability: We will carry out our services with reasonable skill and care. If a customer believes that part of the work has not been completed properly, they must notify us within a reasonable period and give us a fair opportunity to investigate and, where appropriate, rectify the issue. Our liability is limited to the extent permitted by law. We are not responsible for losses that arise from inaccurate information supplied by the customer, inadequate maintenance, hidden defects, or matters outside our control.
Damage and breakage: Although our teams take care when handling property, accidents can happen. If damage is alleged, the customer must report it as soon as reasonably possible and provide supporting details. We may ask for photographs, receipts, or access to the item in question. We will not be liable for ordinary wear and tear, pre-existing damage, items left in unstable positions, or goods that are fragile due to age or condition. Where we are found to be at fault, our liability will normally be limited to repair, replacement, or the reasonable value of the affected item, subject to applicable legal limits.
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 legally be excluded under UK law. Where the customer uses our NW3 cleaner service for business premises, any additional rights or obligations under commercial law will apply alongside these terms, but nothing will override statutory protections that apply to consumers.
Waste regulations: Waste handling must comply with UK environmental and waste legislation. We will only remove or dispose of waste if this has been agreed in advance and if it is lawful and safe to do so. The customer must clearly identify any items to be collected, including general rubbish, packaging, garden waste, or unwanted household items. We do not accept responsibility for illegal, hazardous, clinical, asbestos-containing, biohazardous, or restricted waste unless specifically permitted and arranged under applicable law and licensing requirements.
If waste removal is part of the service, the customer must ensure that the waste is properly separated and that no prohibited materials are mixed in with ordinary refuse. The customer remains responsible for making accurate declarations about the contents and nature of any waste. If we reasonably suspect that the waste breaches environmental rules, contains dangerous substances, or could create compliance risks, we may refuse to remove it, suspend the job, or require additional checks. Any disposal charge, licence-related cost, or external contractor cost may be passed on to the customer where lawful.
Health and safety: We reserve the right to refuse to carry out any task that we consider unsafe, illegal, or beyond the competence of the assigned cleaner. This includes work involving excessive heights, unstable ladders, severe contamination, animal waste, sharp objects, or exposure to harmful chemicals. Customers must not request that our staff use unlabelled products or mix cleaning agents. If the customer supplies products or equipment, they remain responsible for ensuring those items are safe and suitable for the intended use.
Complaints and service issues: If a customer is dissatisfied with any aspect of the service, they should notify us as soon as possible so that the matter can be reviewed promptly. We may offer a re-clean, a partial refund, or another fair remedy where appropriate. Any remedy will depend on the circumstances, the nature of the issue, and whether the customer complied with their responsibilities. No complaint will be considered where the customer has altered the cleaned area before allowing us to inspect it, or where a claim is made unreasonably late.
Subcontractors and staffing: We may use employees, contractors, or subcontractors to deliver all or part of the service. Any person assigned to the work will act on our behalf and under our standards of service. We may change the assigned cleaner, team, or schedule where necessary for operational reasons. We will use reasonable care in selecting personnel but do not guarantee that any particular individual will attend unless expressly agreed in writing.
Termination and suspension: We may suspend or end a booking, service plan, or ongoing arrangement if the customer breaches these terms, fails to pay, behaves abusively, withholds essential information, or creates an unsafe working environment. The customer may also end an ongoing service arrangement by giving notice in line with the booking terms. Any sums due for work already completed, time reserved, or materials purchased remain payable after termination.
Data and privacy: Personal information supplied during the booking process will be used to manage appointments, issue invoices, handle queries, and provide the services requested. We will process such information in accordance with applicable UK data protection law. Information will only be shared where necessary for service delivery, legal compliance, payment processing, or dispute resolution.
Changes to these terms: We may update these Terms and Conditions from time to time to reflect changes in law, service structure, or operational practice. The version in force at the time of booking will normally apply to that booking unless a later variation has been agreed in writing. Continued use of our cleaners NW3 service after a change has been published will be treated as acceptance of the updated terms for future bookings.
Force majeure: We are not liable for failure or delay caused by events beyond our reasonable control, including severe weather, transport disruption, power failure, illness, industrial action, emergency closures, or legal restrictions. In such cases, we may postpone the appointment, allocate an alternative time, or cancel without liability beyond refunding any unused prepaid amount where required by law.
Governing law: These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services, booking, payment, cancellation, liability, or waste handling provisions will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By booking or using our service, the customer confirms that they understand and accept these terms as the basis of the agreement.
