Terms and Conditions for Cleaning Services

These Terms and Conditions set out the basis on which Cleaners NW2 provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to attend a property, you agree to be bound by these terms. They are intended to be fair, transparent, and consistent with the way professional cleaning services are ordinarily delivered. For the avoidance of doubt, these terms apply to all standard cleaning, deep cleaning, end of tenancy cleaning, one-off cleaning, and any related cleaning service arranged with us.

In these terms, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer or person making the booking. If you book on behalf of another person, you confirm that you have authority to agree to these terms on their behalf. These conditions should be read together with any written quotation, booking confirmation, or service description provided at the time of booking.

We aim to keep the booking process clear and efficient. A booking may be made by phone, email, online form, or any other method we may make available. When you request a service, you should provide accurate details about the property, the type of cleaning required, the approximate size of the premises, access arrangements, and any particular concerns that may affect the work. This includes, where relevant, the presence of pets, fragile surfaces, heavy soiling, restricted access, parking limitations, or the need for specialist products or equipment.

Booking Process and Service Confirmation

All bookings are subject to availability and are only confirmed once we have accepted your request. A provisional time may be offered before final confirmation, but it does not amount to a binding agreement until we confirm the service in writing or otherwise expressly accept it. We reserve the right to decline a booking if the requested service is outside our normal scope, if the information supplied is incomplete, or if the premises present health, safety, or operational issues that we cannot reasonably manage.

Where a quotation is provided, it is usually based on the information you have supplied and may be estimated if a survey has not been carried out. If the actual condition of the property differs significantly from the description given, we may revise the price, adjust the scope of work, or, in exceptional circumstances, decline to proceed. Any changes to the booking, including date, time, or service specification, should be notified as early as possible and will be subject to availability.

For repeat cleaning or recurring appointments, the schedule will be arranged according to mutual availability. If access is not provided at the agreed time, or if the property is not ready for cleaning, the visit may still be chargeable. We may treat repeated missed access as a cancellation by you. Where keys, codes, alarms, or entry instructions are required, you are responsible for ensuring that these are accurate and available at the scheduled time.

You are responsible for ensuring that the areas to be cleaned are reasonably accessible and safe to work in. This includes moving personal items, securing valuables, and notifying us of any special risks before the appointment begins. If we consider that an area is unsafe, unsanitary beyond the agreed service level, or otherwise unsuitable for cleaning without additional measures, we may suspend work until the issue is resolved or may modify the service accordingly.

Payments, Fees, and Charges

Prices will be based on the service booked, the estimated duration, the property size, the level of cleaning required, and any additional tasks agreed in advance. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Any quotation is valid for the period stated in it, or, if no validity period is specified, for a reasonable time only. We may amend our prices from time to time, but changes will not affect confirmed bookings unless the service requirements change or you request additional work.

Payment terms may vary depending on the type of service. For many cleaning bookings, payment is due on completion of the service on the same day, unless we have agreed an alternative arrangement in writing. For larger projects, end of tenancy work, or recurring contracts, we may require a deposit, staged payments, or advance payment. Where a deposit is taken, it will be applied against the final invoice unless otherwise stated.

Invoices must be paid in full by the due date stated on the invoice or booking confirmation. If payment is not made on time, we reserve the right to suspend future services, charge reasonable late-payment interest where permitted by law, and recover any costs incurred in pursuing the debt. Any discounts, promotional rates, or special offers are offered at our discretion and may be withdrawn or altered at any time, except where already confirmed in a booking.

Additional charges may apply if the scope of work changes after the booking has been confirmed. Examples include work required because of excessive dirt, biohazard-type contamination, extra rooms not disclosed at booking, or requests for specialist products, materials, or equipment. Where practical, we will inform you before incurring such charges, but if the additional work is necessary to complete the agreed service safely and properly, you authorise us to charge a reasonable amount for it.

Any bank charges, failed payment fees, or costs arising from incorrect payment details supplied by you may be passed on to you where lawful. You must ensure that payment method details are valid and that sufficient funds are available when payment is due.

Cancellations, Changes, and Waiting Time

You may cancel or reschedule a booking by notifying us within a reasonable time. Cancellation terms may depend on the notice period and the nature of the appointment. Unless a different arrangement is stated in your confirmation, the following principles will usually apply: cancellations made with sufficient notice may not incur a charge, while late cancellations or same-day cancellations may be subject to a fee reflecting our lost time and administrative costs. If a team has already travelled to the property, a charge may apply even if the cleaning does not proceed.

If you need to change the service date, start time, or any key detail of the booking, we will try to accommodate the request, but changes are subject to availability. Repeated changes may affect pricing or scheduling. We may also reschedule a booking if staff availability, weather, travel disruption, or other operational issues make the original appointment impractical. In such cases, we will make reasonable efforts to offer an alternative time.

Where we arrive and are unable to gain access, or where no one is present to provide access where required, we may wait for a reasonable period before treating the appointment as a missed visit. Waiting time beyond a reasonable limit may be chargeable. If a property is not sufficiently prepared for cleaning, or if we are prevented from working by third parties, tenants, contractors, or building management, the appointment may be completed only partially or may need to be rearranged.

Our Responsibilities and Liability

We will provide cleaning services with reasonable care and skill, using appropriate methods and products suitable for the agreed task. However, cleaning results can depend on the age, condition, and material of the surfaces being treated. Some stains, marks, limescale, discolouration, or wear may not be fully removable. We do not guarantee restoration of surfaces to a new condition unless this has been specifically agreed in writing.

You must inform us in advance of any delicate, antique, expensive, or specially treated surfaces, as well as any items that require special handling. If you fail to do so, we will not be responsible for damage arising from normal cleaning methods used in good faith. We may refuse to use products or techniques that we believe could damage surfaces, compromise safety, or void warranties on appliances or fittings.

We do not exclude liability where it would be unlawful to do so. Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other matter that cannot legally be limited. Subject to that, we shall not be liable for indirect or consequential loss, loss of profit, loss of opportunity, or loss arising from delayed access, third-party actions, or inaccurate information supplied by you.

To the fullest extent permitted by law, our total liability in connection with any service shall be limited to the amount paid or payable for the specific service giving rise to the claim. This limitation reflects the nature of cleaning services and the practical allocation of risk between the parties. It does not affect your statutory rights as a consumer where those rights apply.

You are responsible for securing valuables, cash, documents, jewellery, and other portable items before the service begins. While we expect our staff to act professionally, we cannot accept responsibility for items that are left unsecured or for losses caused by circumstances outside our control. If you believe damage has occurred, you should notify us as soon as reasonably possible and provide evidence where available so that the matter can be assessed fairly.

Waste Regulations and Disposal

Cleaning work may generate waste such as packaging, disposable cloths, vacuum contents, and general debris. Unless otherwise agreed, our service includes the collection of ordinary waste arising directly from the cleaning process, provided that disposal is lawful and does not involve hazardous, clinical, or regulated materials. You remain responsible for ensuring that the property is suitable for lawful waste handling and that no prohibited materials are mixed into general waste.

We will comply with applicable UK waste regulations and environmental requirements when handling waste connected with our services. Where waste must be removed from site, we may need to separate, bag, or classify it appropriately. You must tell us in advance if the property contains any items that may be hazardous, sharp, contaminated, or otherwise subject to special disposal rules. Such items may include chemicals, needles, bodily fluids, asbestos, paint, solvents, or food waste in advanced decomposition.

We are not obliged to remove unlawful, dangerous, or regulated waste unless this has been expressly agreed and we are legally permitted to do so. If specialist disposal is required, additional charges may apply and the work may be subcontracted or refused at our discretion. Any waste left behind by occupants, tenants, contractors, or third parties is your responsibility unless specifically included in the service scope. We may suspend work if we identify unsafe waste conditions until the issue is resolved.

Where bins, recycling containers, or disposal facilities are provided by the property or building management, you must ensure they can be used lawfully for the relevant waste stream. We do not guarantee acceptance by a local authority, waste facility, or landlord-managed system, and we are not responsible for penalties arising from your failure to provide lawful disposal arrangements.

Customer Duties, Complaints, and Service Standards

You agree to cooperate reasonably with us so that the service can be delivered safely and efficiently. This includes providing accurate property information, ensuring access, making sure utilities are available where required, and notifying us of any allergies, material sensitivities, or security restrictions before the appointment. If you request the use of a particular product, you accept responsibility for its suitability unless we have expressly recommended it.

Any complaint about the service should be raised promptly after completion so that we can investigate while the relevant facts remain fresh. Where appropriate, we may ask for photographs, a description of the concern, and reasonable access to inspect the area. If a genuine issue is identified that is within our responsibility, we may offer a corrective visit, a partial refund, or another reasonable remedy. Our decision on the appropriate remedy will be made fairly and in accordance with the circumstances.

We do not guarantee that every stain or defect can be removed, especially where the issue pre-dates the service or results from permanent damage, mould, wear, or unsuitable materials. Any service description should be understood as describing the cleaning process rather than promising a specific aesthetic outcome unless a result has been expressly stated and agreed in writing. Your statutory rights remain unaffected.

General Legal Terms

We may assign, transfer, or subcontract any of our rights or obligations under these terms where reasonably necessary for the operation of the service. You may not transfer your rights or obligations without our written consent. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.

Failure by us to exercise any right or remedy under these terms does not constitute a waiver of that right or remedy. Any variation to these terms must be agreed in writing or reflected in an updated booking confirmation. These terms, together with the booking details and any written quotation, form the entire agreement between the parties relating to the services provided.

These terms are intended to provide a clear framework for professional cleaning services while allowing reasonable flexibility for individual bookings. By proceeding with a booking, you confirm that you have read, understood, and accepted them. If there is any inconsistency between these terms and a specific written agreement, the specific agreement will take precedence to the extent of the inconsistency.

Governing law and jurisdiction: 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 courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise.

Nothing in these terms is intended to affect rights that cannot be excluded or limited by law. If you are a consumer, you may have additional protections under applicable UK consumer legislation.

By booking or using our cleaning services, you agree to these Terms and Conditions in full.