Terms and Conditions for Cleaning Services
These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners NW10 and apply to all domestic and commercial cleaning bookings unless otherwise agreed in writing. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. Please read them carefully before placing a request for any cleaners service or related work.
For the purposes of these terms, references to we, us, and our mean the service provider, while references to you and your mean the customer, client, tenant, landlord, or authorised representative making the booking. These terms are intended to be fair and clear, and they do not affect any rights you may have under UK consumer law.
Any quotation or estimate given before a booking is accepted is based on the information available at that time. If the actual condition, size, access, or scope of the work differs from what was described, the final price and/or duration may need to be adjusted. A cleaning service in NW10 may involve different requirements depending on the property type, level of soiling, specialist treatment needed, or whether materials and equipment are supplied by the customer or by us.
All bookings are subject to availability and confirmation. A request for a cleaning appointment does not create a contract until we have confirmed the date, time, scope of work, and any relevant pricing. We may decline or reschedule a booking if necessary for operational, safety, or staffing reasons. Where a key collection, access code, or permit is required, the customer must ensure that access arrangements are correct and available at the agreed time.
When booking, you must provide accurate information about the premises, the work required, known hazards, parking restrictions, pets, fragile items, and any conditions that may affect the safe performance of the service. If the information given is incomplete or misleading, we may revise the scope, change the price, or cancel the visit without liability. The customer is responsible for ensuring that the premises are reasonably prepared for the agreed task unless the booking specifically includes preparation work.
We reserve the right to refuse work that is unsafe, unlawful, impractical, or outside our normal service terms. This includes, without limitation, premises containing hazardous substances, excessive biohazards, infestations, or access conditions that would place workers or property at risk. Where specialist equipment, additional labour, or protective measures are required, these may be charged extra as part of the cleaners NW10 service agreement.
Payments must be made in accordance with the method and timing agreed at the point of booking or invoicing. Unless otherwise stated, payment is due immediately upon completion of the service, or in advance where prepayment has been agreed. We may require a deposit for larger jobs, recurring contracts, or one-off services involving significant preparation or materials. Failure to make payment on time may result in suspension of future services and recovery action for outstanding sums.
All prices are stated in pounds sterling and may be subject to change before confirmation of the booking. Any quoted charge may exclude additional costs arising from unexpected conditions, extra time, parking fees, congestion charges, congestion-related delays, disposal fees, or specialist products requested by the customer. If the price needs to be adjusted during the visit, we will normally explain the reason before continuing where reasonably possible. By proceeding, you agree to pay the revised amount if the work has been lawfully and properly requested.
Invoices may be issued electronically or in another reasonable format. Where an invoice is provided, payment must be made by the stated due date. If a payment is declined, reversed, or otherwise not received, the customer remains responsible for the full amount due. We may charge reasonable costs incurred in pursuing late payments, including administrative expenses and any lawful interest permitted under applicable UK legislation.
Customers may cancel or reschedule a booking, but reasonable notice must be given. Unless a different arrangement is clearly agreed, cancellation charges may apply if notice is too short to allow us to reallocate the slot. The amount of any cancellation fee will depend on the notice given, the nature of the booking, and whether materials, transport, or staff time have already been committed. In some cases, a deposit may be retained to cover administration and lost time.
If a customer is not present, cannot provide access, or fails to provide the necessary information or authorisation to enter the premises, the booking may be treated as a late cancellation or wasted journey. The same applies where the property cannot be cleaned safely because of unexpected conditions. If we have already arrived, we may charge for time spent travelling, waiting, or attempting to complete the visit. This applies equally to standard cleaning services and any bespoke or ad hoc work.
Where we cancel a confirmed booking for operational reasons, we will aim to offer an alternative appointment where possible. If we are unable to do so, any prepaid amount for the cancelled visit will be refunded for the unperformed service element, subject to deductions already lawfully incurred for materials or third-party costs not recoverable by us. We are not responsible for indirect losses arising from a cancellation, provided we have acted reasonably and in good faith.
We take reasonable care in performing every cleaner service, but our liability is limited to losses directly caused by our negligence or breach of contract. We do not accept responsibility for pre-existing damage, wear and tear, hidden defects, or damage resulting from faulty fittings, unstable surfaces, poor maintenance, or items that were already fragile or improperly installed. The customer should remove or secure valuables, documents, jewellery, cash, and irreplaceable items before the service begins.
While we aim to handle property with care, certain materials and finishes may react adversely to water, chemicals, steam, pressure, or abrasive methods. Where a surface, fitting, or item is unsuitable for standard cleaning, it is the customer’s responsibility to notify us in advance and to request any special precautions. If we warn that a task may carry risk and the customer instructs us to proceed, that instruction will be taken as acceptance of the reasonable risk associated with the method used.
Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our total liability for any claim arising from a specific booking is limited to the amount paid for that booking or the cost of re-performing the relevant part of the service, whichever is lower, unless a higher limit is required by law.
Customers must comply with all relevant waste regulations and ensure that any waste arising from the service is handled lawfully. Unless we have expressly agreed in writing to remove waste, the customer remains responsible for disposal. Where waste removal is included as part of a service, it will be limited to the agreed scope and any applicable local, environmental, or licensing requirements. We may refuse to handle waste that is hazardous, infectious, sharp, or otherwise prohibited by law unless the necessary arrangements and authorisations are in place.
Any rubbish, contaminated materials, or unwanted items generated during the work should be separated and disposed of in accordance with applicable UK environmental rules, including requirements relating to recycling, transfer, storage, transport, and final disposal. The customer must disclose if items contain chemicals, bodily fluids, mould, asbestos, clinical waste, paint, batteries, electrical components, or other regulated substances. If such materials are discovered unexpectedly, we may stop work immediately and request further instructions.
Where the service includes removal of waste, the customer warrants that they have the legal right to authorise disposal of the items concerned and that the items are not stolen, restricted, or subject to third-party claims. We may require the customer to sign or confirm any necessary declarations. Any breach of waste-related obligations that causes fines, penalties, cleanup costs, or claims against us may be charged back to the customer to the extent permitted by law.
We may send workers or subcontractors to carry out the service, and the customer agrees that suitably competent personnel may be used to complete the work. All persons attending the property must be given a safe working environment, including reasonable access to water, electricity, and working facilities where needed. If the service cannot be completed because the property is unsafe, inaccessible, or unsuitable, we may leave and treat the appointment as chargeable in whole or in part.
The customer is responsible for ensuring that children, pets, and other occupants do not interfere with the work. We are not responsible for delays caused by interruptions, repeated requests outside the agreed scope, or circumstances beyond our control. If extra tasks are requested during the visit, we may accept them at our discretion and may charge separately for additional time, materials, or equipment.
We may photograph areas before and after the cleaning where this is reasonably necessary for quality control, records, or evidence of condition, provided this is done in a lawful and proportionate manner. Any such records will be used only for service administration, dispute handling, or similar legitimate purposes. Customers should notify us if they object to this for a particular reason, and we will consider reasonable alternatives where possible.
All complaints should be raised promptly and in good faith, with enough detail to allow us to investigate the issue. If a problem is reported after the service has ended, we may ask for reasonable evidence and may arrange a revisit if appropriate. A revisit will not be offered where the issue results from circumstances outside our control, changes made after completion, or a failure by the customer to identify a relevant risk in advance. We aim to address concerns fairly, but any remedy will be limited to what is reasonable in the circumstances.
If any part of these terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect. No delay or failure by us to enforce a term will be treated as a waiver of that term. These terms, together with the confirmed booking details, form the entire agreement between the parties regarding the relevant cleaning services NW10 booking unless a separate written contract states otherwise.
These terms may be updated from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of booking will apply to that booking unless a later written change is agreed. It is the customer’s responsibility to review the current terms before making a new appointment or confirming any additional work.
These Terms and Conditions 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 shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. By using our cleaners service, you acknowledge that the contract is formed on these terms and that you have had the opportunity to review them before confirming your booking.