Terms and Conditions for Cleaners Earlscourt

These Terms and Conditions set out the rules that apply when you book and receive cleaning services from Cleaners Earlscourt. They are designed to keep the service clear, fair, and consistent for both the customer and the service provider. By making a booking, you agree to be bound by these terms, so please read them carefully before confirming any appointment. If any part of these terms is not understood, the customer should raise the matter before the booking is finalised.

For the purpose of these terms, the words “we”, “us”, and “our” refer to the cleaning service provider, and “you” or “the customer” refer to the person, business, or organisation that places the booking. These terms apply to domestic and commercial cleaning services, unless a separate written agreement states otherwise. Any variation to these terms must be agreed in writing. Nothing in these terms affects your statutory rights under UK law.

The service offered by Cleaners Earlscourt may include regular cleaning, one-off cleaning, end-of-tenancy cleaning, deep cleaning, sanitisation, and other related tasks agreed in advance. The exact scope of work will depend on the booking details, the condition of the property, and the amount of time allocated. We reserve the right to decline tasks that are unsafe, unlawful, or outside the agreed service scope.

1. Booking Process

Bookings may be made through the channels made available by us at the time of enquiry. When you request a service, you must provide accurate and complete information, including the address, access arrangements, size and type of property, any special requirements, and any known hazards. We may rely on the information you provide when setting the price, allocating staff, and estimating the time needed. If the information later turns out to be incomplete or incorrect, we may revise the service plan or charge accordingly.

Once your request is received, we may issue a quotation, estimate, or proposed schedule. A quotation is valid only for the period stated in it or, if no period is stated, for a reasonable time. A booking is not confirmed until we accept it, any required deposit has been paid, and you have received confirmation from us. We are not obliged to accept every request, and we may decline a booking for operational, safety, or capacity reasons.

If a cleaner is required to attend at a specific time, you must ensure that access is available and that someone authorised to permit entry is present unless a secure access arrangement has been agreed in advance. Delays caused by lack of access, incorrect keys, wrong addresses, or failure to provide instructions may shorten the cleaning time available and may still be chargeable. We may also need to adjust the start time or reallocate staff where circumstances beyond our control make the original arrangement impractical.

2. Prices and Payments

Prices are based on the nature of the service, the duration required, the frequency of visits, the condition of the premises, and any specialist materials or equipment needed. All quoted prices are subject to any additional work that you request or that becomes necessary due to the actual condition of the property. If we identify that additional time or resources are needed, we will normally seek approval before proceeding, unless immediate action is needed to prevent damage or address a safety concern.

Payment terms will be set out at the time of booking or on the invoice. Unless agreed otherwise, payment must be made in full by the stated due date. We may require a deposit before the service date, particularly for larger or specialist jobs. Late or missed payments may result in suspension of future bookings, administrative charges, and recovery action where necessary. If a payment is made by bank transfer or another non-cash method, it is your responsibility to ensure the funds clear by the due date.

Where the service is provided on a recurring basis, invoices may be issued weekly, monthly, or after each visit, depending on the arrangement. If any invoice is disputed, you must notify us promptly and provide the reasons for the dispute. Undisputed amounts must still be paid on time. We may suspend performance of services if overdue balances remain unpaid, provided that such suspension is permitted by law and is reasonable in the circumstances.

3. Cancellations and Rescheduling

Cancellation by the customer must be made within the notice period stated at the time of booking. If no notice period is specified, a reasonable notice period is expected. Where sufficient notice is not given, a cancellation charge may apply to cover staff allocation, travel, and lost time. The amount charged will be proportionate to the loss incurred and may vary depending on how much notice was given and whether the appointment could be reallocated.

Rescheduling requests are subject to availability. We will try to accommodate changes where practical, but we cannot guarantee that an alternative slot will always be available. If repeated changes are requested, we may treat the booking as cancelled and apply the relevant cancellation rules. If we need to cancel or reschedule due to illness, severe weather, transport issues, equipment failure, or other unavoidable circumstances, we will contact you as soon as reasonably possible and offer an alternative date where available.

4. Customer Responsibilities

You are responsible for ensuring that the premises are reasonably safe and suitable for cleaning. This includes providing safe access, functioning utilities where needed, and informing us of any hazards such as broken fixtures, exposed wiring, slippery floors, aggressive animals, fragile surfaces, or restricted areas. If the property contains items of high value or special significance, you should secure them before the visit. We are not responsible for delays or damage caused by undisclosed risks or unsafe conditions.

You must also ensure that any surfaces, materials, or furnishings that are not suitable for standard cleaning are identified in advance. Some substances and finishes require specialist treatment, and failure to notify us may lead to accidental damage. If you ask us to clean areas that are heavily soiled, stained, or neglected, please understand that perfect restoration cannot be guaranteed. Results may depend on the age of the stain, the material, and the available time.

5. Liability and Insurance

We will carry out services with reasonable care and skill. If we fail to do so, and loss or damage results directly from our negligence, we may be liable to remedy the issue, provide a repeat service, or offer an appropriate refund or reduction, depending on the circumstances. However, our liability will not extend to matters outside our control, including pre-existing defects, ordinary wear and tear, hidden damage, or failures caused by inaccurate information provided by you.

We are not liable for indirect or consequential losses such as lost profits, missed opportunities, business interruption, or inconvenience, except where such exclusion is not allowed by law. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded or restricted. Any claim for damage must be reported as soon as reasonably practicable and in any event within a reasonable time after discovery.

If an item is damaged during the service, you must allow us a reasonable opportunity to inspect the item and investigate the circumstances. We may request photographs, receipts, or other evidence to assess the claim. Where appropriate, and subject to the terms of any applicable insurance, we may arrange repair, replacement, or compensation up to the relevant limit of our liability. Our decision will be made fairly and in line with these terms and applicable law.

6. Waste Regulations and Disposal

All cleaning work must comply with applicable UK waste laws, environmental requirements, and safe disposal practices. We may remove routine waste generated during the cleaning process, such as packaging, dust, or general debris, only where this is part of the agreed service and where lawful disposal is possible. We will not remove hazardous, clinical, or controlled waste unless this has been expressly agreed in writing and can be handled lawfully by qualified persons.

The customer remains responsible for the lawful disposal of items that are not ordinary cleaning waste, including sharp objects, bulky rubbish, confidential materials, batteries, chemicals, paint, asbestos, or other regulated materials. If we discover waste that appears to be hazardous or illegal to remove, we may refuse to handle it, may stop work if necessary for safety, and may notify the relevant authorities where required by law. We will not breach waste regulations at your request.

7. Materials, Equipment, and Access to the Property

Unless otherwise agreed, we may supply standard cleaning materials and equipment. If you request the use of particular products or if you provide your own items, you are responsible for ensuring they are suitable for the intended surfaces and safe for use. We may decline to use products that are corrosive, unsafe, unlabelled, or incompatible with our methods. Any specialist materials required for unusual tasks may be charged separately.

Where keys, fobs, alarm codes, or access instructions are provided to us, we will take reasonable care to keep them secure and use them only for the purpose of carrying out the agreed service. If there is any change to access arrangements, you should notify us in good time. We are not responsible for inability to enter the premises when the access information supplied is incorrect, incomplete, or no longer valid.

8. Complaints and Remedial Work

If you are dissatisfied with any aspect of the service, you should notify us promptly and provide a clear description of the issue. We may ask for supporting information, including photographs or a chance to revisit the premises to inspect the concern. Where a complaint is justified and relates to the service we provided, we may offer remedial cleaning, a partial refund, or another fair solution at our discretion, taking into account the nature of the issue and the evidence available.

Complaints must be made within a reasonable time after the service date. We cannot properly assess complaints about matters that are reported too late, especially where the condition of the property has changed or third parties have accessed the area. Any agreed remedial work will normally be limited to the area affected and will not extend to unrelated rooms, surfaces, or items unless we agree otherwise in writing.

9. Suspension and Termination

We may suspend or terminate services immediately if you breach these terms, if payment is overdue, if the premises are unsafe, or if our staff are treated abusively, threatened, or exposed to unacceptable risk. We may also end a booking if continuing would be unlawful or if the requested work falls outside our permitted service scope. In such cases, you may still be liable for work already completed and for reasonable costs incurred before termination.

You may also end a recurring arrangement by giving the notice required in the booking conditions or, if none is stated, reasonable notice. Termination does not affect rights or liabilities that have already arisen. Any outstanding sums must still be paid, and any property or materials belonging to us must be returned promptly.

10. Governing Law

These terms and any dispute or claim arising from them, or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where the law requires otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, that provision will be treated as removed to the minimum extent necessary, and the remaining provisions will continue in full force.

This document forms the basis of the agreement between you and Cleaners Earlscourt unless a separate written contract states otherwise. Any failure by us to enforce a right or remedy at any time does not mean that right or remedy has been waived. These terms may be updated from time to time to reflect changes in law, service practices, or business requirements, and the version in force at the time of booking will apply unless agreed otherwise.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions and that you are authorised to agree to them on behalf of any household, landlord, tenant, business, or organisation involved in the booking. You also confirm that the information supplied to us is accurate to the best of your knowledge and that you will cooperate reasonably to allow the service to be delivered safely and lawfully.