Terms and Conditions for Cleaners Highbury

These Terms and Conditions set out the basis on which Cleaners Highbury, Highbury cleaners, cleaning services in Highbury, and related domestic or commercial cleaning work are supplied to customers. By making a booking, confirming an appointment, or allowing access for the provision of services, the customer agrees to be bound by these terms. These terms are designed to create clarity around the booking process, payment, cancellations, liability, waste handling, and the law that applies to the agreement.

For the purposes of these terms, “we”, “us”, and “our” refer to the cleaning service provider, and “you” or “the customer” refers to the person, business, landlord, tenant, agent, or other party purchasing the service. Unless otherwise agreed in writing, all services are provided on a one-off or recurring basis as requested by the customer and accepted by us. The scope of every job depends on the booking details, the condition of the premises, and any special instructions communicated before the appointment.

These terms should be read carefully before confirming any service. If any part of these conditions is unclear, the customer should ask for clarification before the appointment is scheduled. We may update these terms from time to time, and the version in force at the time of booking will apply to that service unless a different arrangement has been expressly agreed.

1. Booking Process

A booking is considered requested when the customer provides the required service information, including the property address, preferred date and time, type of cleaning needed, access arrangements, and any relevant notes about the condition of the property. The request does not create a binding contract until we have reviewed availability and confirmed acceptance. We may refuse or decline any booking at our discretion, including where the required service cannot reasonably be delivered within the requested timeframe or where the property conditions fall outside our operational limits.

When a booking is accepted, the customer will receive a confirmation setting out the agreed service type, approximate duration, and any particular assumptions on which the quotation is based. The customer must ensure that the information supplied is accurate and complete. If the property size, layout, level of dirt, or required tasks differ materially from what was described at the time of booking, we may revise the price, adjust the duration, or limit the work to the agreed scope. Cleaners Highbury will not be responsible for shortfalls caused by inaccurate or incomplete information provided by the customer.

We may request access instructions, parking details, security information, and contact information for an authorised person to approve any necessary changes. If access is delayed or impossible because of incorrect information, missed arrangements, or a lack of attendance, the service may be treated as a late cancellation or a wasted visit. The customer is responsible for ensuring that someone with authority is available where needed to permit entry and provide any required approvals.

2. Service Standards and Customer Responsibilities

We aim to provide a professional cleaning service using reasonable skill and care. However, the exact result of any cleaning task depends on factors including the age and condition of surfaces, the type of materials involved, the extent of staining, and the availability of suitable access to each area. Some marks, build-up, or damage may not be removable without risk to the underlying material. In such cases, we may decline to attempt a treatment that could cause deterioration.

The customer must prepare the premises where reasonably necessary before the service begins. This may include securing valuables, removing fragile items, disclosing known hazards, and ensuring water, electricity, and other utilities required for the job are available. Where a property contains pets, the customer must make appropriate arrangements to prevent interference with the service or risk to the cleaner. We may suspend work if conditions are unsafe, unsanitary, or unsuitable for continued attendance.

Any special requests, including the use of particular products or methods, should be agreed in advance. We may refuse requests that would be unsafe, impractical, or inconsistent with manufacturer instructions or legal requirements. The customer accepts that our operatives may exercise professional judgement about the sequence and method of work in order to complete the service efficiently and safely.

3. Pricing and Payments

Prices may be quoted as fixed fees, hourly rates, or estimated charges depending on the nature of the service. Unless otherwise stated, any quotation is based on the information provided by the customer and remains subject to change if the actual job differs from the original description. Additional charges may apply for extra time, specialist products, heavy soiling, waste removal, out-of-scope tasks, or access difficulties. We will normally notify the customer before incurring material additional charges where reasonably practicable.

Payment terms will be stated in the booking confirmation or invoice. Unless otherwise agreed, payment is due on completion of the service or within the period stated on the invoice. We may require advance payment, partial payment, or a deposit for recurring work, larger projects, or late changes to bookings. If a deposit is taken, it may be used to secure the appointment and, where permitted by law and these terms, may be non-refundable in the event of cancellation by the customer outside the agreed notice period.

Accepted payment methods may include bank transfer, debit card, credit card, or other methods we specify from time to time. The customer must ensure that payment is made in full and cleared without deductions, set-off, or withholding unless required by law. If payment is not received by the due date, we may charge interest and recovery costs to the extent permitted under the Late Payment of Commercial Debts legislation or other applicable law where relevant, and we may suspend future services until the balance is settled.

4. Cancellations, Rescheduling, and Access Failures

The customer may request cancellation or rescheduling by giving us reasonable notice before the appointment. The notice period required may vary depending on the type of service, the length of the booking, and whether materials or staff have already been allocated. If the customer cancels within the specified short-notice period, a cancellation fee may apply to reflect lost time, allocated labour, and administrative costs. Where a deposit has been paid, it may be retained to the extent set out in the booking confirmation or permitted by law.

If we need to cancel or reschedule, we will aim to provide notice as soon as reasonably practicable and offer an alternative appointment where available. We will not be liable for failure to attend where the cause is beyond our reasonable control, including severe weather, transport disruption, illness, emergency, equipment failure, or inability to obtain safe access. In such circumstances, our obligation will normally be limited to rearranging the service or refunding any advance payment for the affected visit, as appropriate.

Where our operative arrives but cannot access the property, cannot safely begin work, or is prevented from completing the booking by the customer or a third party, the appointment may be charged in full or in part as a wasted visit. Examples include missing keys, incorrect entry codes, no one present to admit access, unsafe conditions, or the customer failing to provide required utilities or approvals. Any decision to reattend may be subject to an additional fee.

5. Liability and Insurance

We will exercise reasonable care and skill in providing the cleaning service, but we do not guarantee the removal of every stain, odour, mark, or defect. Our liability is limited to loss or damage caused by our proven negligence, breach of contract, or failure to comply with legal obligations. We are not responsible for pre-existing damage, hidden defects, normal wear and tear, manufacturing faults, or deterioration caused by unsuitable materials or conditions.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be limited or excluded under UK law. Subject to that, we will not be liable for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or any special damages. Where liability is established, our total aggregate liability for a service will ordinarily be limited to the amount paid or payable for the affected booking, unless a higher limit is required by law.

The customer must notify us of any claim, complaint, or alleged damage as soon as reasonably practicable and in any event within a reasonable time after the service. Failure to report concerns promptly may affect our ability to investigate and may limit any remedy available. We may ask for photographs, evidence, access to the property, or other information needed to assess the issue. If we agree that we are responsible, we may choose to repair, re-clean, replace, or compensate, depending on what is reasonable in the circumstances.

6. Waste Regulations and Disposal

The parties acknowledge that waste generated during cleaning must be handled in accordance with applicable UK waste laws and environmental rules. We will dispose of ordinary cleaning waste only where that disposal is part of the service agreement and where the materials are lawful for us to handle. The customer remains responsible for the lawful storage, segregation, and disposal of any items that are not part of normal domestic or commercial cleaning waste, including bulky waste, hazardous materials, clinical waste, sharps, chemicals, asbestos, or other controlled substances.

We will not remove or handle waste that requires specialist licensing, training, or disposal procedures unless this has been expressly agreed in advance and can lawfully be undertaken by us or our subcontractors. If we identify prohibited or unsafe waste, we may leave it in place, stop work in the affected area, and inform the customer that specialist disposal is required. The customer is solely responsible for confirming that any waste present at the premises is safe and lawful to clean around or remove.

The customer must not ask us to dispose of items in a manner that would breach environmental law, local waste controls, duty of care requirements, or any rules relating to the transport of controlled or hazardous waste. Where we agree to remove bagged refuse or recyclable materials as part of a service, the customer warrants that such materials are properly packaged and do not contain prohibited contents. Any additional costs arising from incorrect waste presentation, contamination, or specialist disposal needs may be charged to the customer.

7. Complaints, Changes, and Suspension of Service

If the customer is unhappy with any part of the service, the matter should be raised promptly so that we can investigate while the details remain fresh. We may ask for supporting information and may offer a re-clean, adjustment, or other reasonable remedy if the issue is attributable to our performance and if such remedy is practical. A complaint does not relieve the customer of the duty to pay undisputed amounts by the due date.

We may modify the scope of a booking where the customer asks for additional tasks during the appointment and we have capacity to accommodate them. Any extra work may be charged separately. If the customer behaves abusively, presents an unsafe environment, or fails to comply with these terms, we may suspend or terminate the service immediately. In such cases, the customer may remain responsible for fees already incurred.

We also reserve the right to refuse future bookings where repeated non-payment, repeated late cancellations, unsafe premises, or misuse of the service occurs. Any repeated issue may lead us to require advance payment or revised booking conditions before further services are accepted.

8. 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 construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where the customer is entitled to bring proceedings in another UK jurisdiction under mandatory consumer protection rules or other applicable law.

If any provision of these terms is found to be invalid, unlawful, or unenforceable, that provision shall be severed to the extent required and the remaining provisions will continue in full force. No failure or delay by either party in exercising a right under these terms shall operate as a waiver of that right. These terms constitute the entire agreement between the parties in relation to the service, subject to any written variation agreed by both sides.

Cleaners Highbury aims to provide a transparent and reliable service framework for customers seeking domestic or commercial cleaning support. By booking with us, the customer confirms that they have read, understood, and accepted these terms, including the provisions relating to scheduling, payment, cancellation, liability, waste, and applicable law. Where a booking is made on behalf of another person, the person making the booking warrants that they are authorised to agree to these terms on behalf of the customer.