Cleaners NW10 Service Terms and Conditions

These Terms and Conditions set out the rules that apply when you book cleaning services from Cleaners NW10. By requesting a service, you agree to be bound by these terms, which are designed to keep the booking process clear, the service standard consistent, and responsibilities understood by both parties. These terms apply to domestic and commercial cleaning services, unless a separate written agreement says otherwise.

For the avoidance of doubt, any reference to “we”, “us” or “our” means Cleaners NW10, and any reference to “you” or “your” means the customer, client, or authorised representative placing the booking. These terms should be read together with any service quotation, booking confirmation, checklist, or special instructions agreed before the visit.

Our services are intended to support regular upkeep, deep cleaning, end-of-tenancy cleaning, and other cleaning tasks agreed in advance. We do not accept responsibility for any work outside the agreed scope unless we have confirmed it in writing. The exact tasks, duration, access arrangements, and any limitations must be discussed at the time of booking so that the cleaner can arrive prepared.

1. Booking Process

A booking is usually made after you provide details of the property, the type of service required, the preferred date and time, and any relevant instructions. We may ask additional questions to assess the size of the job, the condition of the premises, and any equipment or products needed. A booking is only confirmed once we have accepted the request and, where applicable, received any required deposit or prepayment.

Cleaners NW10 reserves the right to decline a booking where the service requested is unsuitable, unsafe, unlawful, or outside our operational capacity. We may also revise the time or duration of the appointment if the original information provided by you proves to be incomplete or inaccurate. If changes are needed, we will try to inform you as early as reasonably possible.

It is your responsibility to ensure that the details supplied are accurate, including access arrangements, parking restrictions, alarm codes, pet presence, and any hazards that may affect the service. If you fail to disclose relevant information and the cleaner cannot complete the service, additional charges may apply. We may also require you to accept a revised schedule if the cleaner must wait for access or return on another day.

2. Service Standards and Customer Obligations

We will use reasonable skill and care when providing cleaning services, and we expect the customer to cooperate so the appointment can proceed safely and efficiently. This includes ensuring that utilities, water, and electricity are available where needed, and that the premises are reasonably accessible. You must remove or secure valuables, confidential materials, and fragile items before the service begins unless we have agreed otherwise.

Unless a specific arrangement has been made, our cleaners are not required to move heavy furniture, handle dangerous items, clean bodily fluids, or carry out work that would create a health or safety risk. We may refuse to continue a task that appears unsafe, unsanitary, or likely to cause damage. Where we do so, you remain responsible for payment for the time already worked and any reasonable costs incurred.

Any time estimate provided before the booking is an estimate only and not a guarantee unless expressly stated as fixed. Cleaning results may vary depending on the condition of the property, previous maintenance, staining, wear, and the materials involved. We will use appropriate methods and products, but some marks, limescale, ingrained dirt, or age-related deterioration may not be fully removable.

3. Payments, Fees and Invoicing

Payment terms will be confirmed at the time of booking. Depending on the service, payment may be required in advance, on the day, or by invoice after completion. We accept payment by methods notified in the booking confirmation. If payment is due on completion, it must be made without delay unless another arrangement has been agreed in writing.

All prices are quoted based on the information you provide, and may be adjusted if the actual job differs materially from the description supplied. If the property is larger than stated, if the work takes longer than expected, or if the cleaner is asked to add tasks during the appointment, additional charges may apply at our standard rates or at a rate agreed before the extra work begins.

Cleaners NW10 may charge a minimum call-out fee, late payment fee, or administrative fee where permitted by law and where such charges have been made clear in advance. We may also suspend future bookings where an outstanding balance remains unpaid. If an invoice is not paid by its due date, we reserve the right to recover reasonable debt collection and legal costs to the extent allowed by law.

4. Cancellations, Rescheduling and Access Problems

You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may vary depending on the type of service and any resources already allocated. If you cancel at short notice, fail to provide access, or are not present when required for entry, we may charge a cancellation fee or the full service fee where the cleaner has already attended.

We will try to accommodate changes to the appointment time or date, but availability cannot be guaranteed. Where we need to reschedule due to staff illness, severe weather, transport disruption, or other events outside our control, we will offer a new appointment as soon as reasonably practical. In such circumstances, our liability is limited as set out in these terms.

If a cleaner is unable to gain access at the agreed time, we may wait for a reasonable period and then leave the site if access is still unavailable. The cost of any wasted attendance may be charged to you. It is your duty to ensure keys, codes, escorts, or alternative access arrangements are ready before the booking begins.

5. Liability and Insurance

We take care to work responsibly, but our liability is limited to the extent permitted by English law. 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. Subject to that, we are not liable for indirect, incidental, or consequential losses, including loss of profits, business interruption, or loss of opportunity.

We are not responsible for pre-existing damage, defective fittings, unstable surfaces, poor workmanship carried out by others, hidden faults, or damage caused by items that were already worn, loose, cracked, or unsuitable for cleaning. Where an item is fragile, valuable, antique, irreplaceable, or of high sentimental value, you should inform us in advance and, if necessary, remove it from the area being cleaned.

If you believe damage has been caused during a service, you must notify us within a reasonable time and provide photographs or other evidence where possible. We may inspect the area, request further information, and take reasonable steps to investigate the matter. Any claim will be assessed fairly, but our responsibility will not exceed the amount paid for the specific service giving rise to the claim, except where the law requires otherwise.

6. Waste, Materials and Environmental Compliance

Where cleaning generates waste, you are responsible for providing suitable disposal arrangements unless we expressly agree to remove waste as part of the service. All waste must be handled in line with applicable UK waste regulations, including segregation of general waste, recyclables, and any controlled or hazardous materials. We do not remove hazardous waste unless specifically authorised and legally permitted to do so.

Any waste left on site must be stored safely and lawfully. You must inform us in advance if the property contains sharp objects, broken glass, bodily waste, mould contamination, chemical residues, needles, or other substances that require specialist handling. If such waste is discovered during cleaning, we may stop work immediately, isolate the area where possible, and charge for the time spent up to that point.

We aim to use cleaning materials responsibly and may select products that are suitable for the surface and task involved. However, some specialist or eco-labelled products may not be compatible with all stains or surfaces. If you require a particular product type, you must confirm this before the visit. We are not liable for minor cosmetic effects caused by reasonable and proper cleaning methods where those methods were necessary and proportionate.

7. Property Access, Keys and Security

Where keys are provided, they will be handled with reasonable care and, if required, labelled in a manner that does not disclose your address. You remain responsible for ensuring that keys, fobs, or codes supplied to us are correct and operational. We are not responsible for delays caused by faulty locks, incorrect codes, or security systems that prevent entry.

If we collect or return keys as part of the service arrangement, we will take reasonable steps to maintain security and confidentiality. However, we cannot guarantee against all risks associated with third-party access systems, and we are not liable for losses arising from defects in locks, alarms, or other security devices not supplied by us. Any request for special handling of access materials should be made in writing before the booking starts.

When the service is completed, it is your responsibility to check the premises, secure valuables, and ensure that windows, doors, and alarms are managed appropriately. If you ask us to lock up, reset alarms, or handle access devices, you accept responsibility for confirming that those instructions are correct and lawful. We do not accept liability for losses caused by incorrect instructions given by you.

8. Complaints, Amendments and General Legal Terms

If you are unhappy with any part of the service, you should raise the issue as soon as possible so that we can review it. Complaints should be made promptly and with sufficient detail to allow us to assess the matter fairly. Where appropriate, we may offer a re-clean, partial refund, or another reasonable remedy, but any remedy will depend on the circumstances and the extent of the issue reported.

We may update these terms from time to time to reflect changes in our services, costs, or legal obligations. The version in force at the time of your booking will apply to that booking unless a new version has been expressly agreed. If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue in full force to the extent permitted by law.

Governing Law: These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the services supplied, or any related claim shall be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in this clause affects your statutory rights as a consumer where those rights apply.