Terms and Conditions for Cleaners Highbury

These Terms and Conditions set out the basis on which Cleaners Highbury provides domestic and commercial cleaning services to customers in the UK. By making a booking, you agree to be bound by these terms, which are designed to create a clear and fair relationship between you and the service provider. They apply to one-off cleaning, recurring appointments, deep cleaning, end of tenancy cleaning, and any other standard cleaning service agreed in advance.

For the purposes of these terms, references to “we,” “us,” and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer or the person making the booking. We reserve the right to update these terms from time to time. Any changes will take effect from the date they are published or otherwise communicated to you, and continued use of our service after that date will be taken as acceptance of the updated terms.

These terms are intended to apply alongside any written quotation, booking confirmation, or service description provided to you. If there is any conflict between a quotation and these terms, the quotation will apply only where it specifically varies the relevant term and only for that booking. Nothing in these terms affects your statutory rights under UK consumer law.

Booking Process

Bookings may be made by phone, email, or any other channel we make available from time to time. A booking will only be treated as confirmed once we have accepted the requested service, date, time, and any special requirements. We may request additional details before confirming a booking, including property size, access arrangements, parking considerations, cleaning priorities, or specific materials and surfaces that require attention.

When placing a booking, you must ensure that all information provided is complete and accurate. This includes the correct address, access instructions, alarm details, and any relevant safety information. If you fail to provide accurate information and this affects the service, we may need to amend the booking, charge an additional fee, or cancel the appointment if the issue cannot reasonably be resolved on site.

Cleaners Highbury may refuse or postpone a booking where the requested service falls outside our scope, where suitable equipment is unavailable, or where the property conditions present an unreasonable risk. We may also decline bookings where a premises contains hazardous contamination, extreme clutter, infestation, or other conditions requiring specialist treatment. In such circumstances, we will where practical explain the reason and, if appropriate, suggest that a different type of professional service is required.

Payments

Payment terms will be set out in the booking confirmation or invoice. Unless agreed otherwise, payment is due in full by the date specified on the invoice or, for certain services, immediately upon completion. We may request a deposit or advance payment to secure an appointment, particularly for larger jobs, recurring services, or same-day arrangements. Deposits are normally applied against the final balance unless otherwise stated.

All prices are stated in pounds sterling and, unless expressly noted, are inclusive or exclusive of VAT depending on our billing arrangement at the time of service. We reserve the right to correct pricing errors before confirming a booking. If an error is discovered after confirmation, we will contact you promptly and give you the option either to continue at the corrected price or to cancel without charge, unless the work has already been carried out in part or full.

If payment is not received on time, we may suspend further services until the outstanding amount is settled. Where a payment is overdue, we may charge reasonable administrative costs associated with recovery and, where permitted by law, interest on overdue sums. You are responsible for ensuring that your payment method is valid, that sufficient funds are available, and that any invoice queries are raised promptly.

Cancellations, Amendments, and Access

You may cancel or reschedule a booking by giving us reasonable notice. Unless another cancellation policy has been agreed in writing, cancellations made with sufficient notice will not incur a charge. Short-notice cancellations, missed appointments, or refusal of access may result in a cancellation fee or a charge covering part or all of the reserved slot. This is because cleaning teams, equipment, and time are allocated in advance for your booking.

We may also need to amend or cancel an appointment due to adverse weather, transport disruption, illness, equipment failure, safety concerns, or any event beyond our reasonable control. If we cancel, we will aim to offer a new appointment time or issue a refund for any unperformed service already paid for, subject to the circumstances. We will not be liable for delay or failure caused by matters outside our control, provided we take reasonable steps to minimise disruption.

To complete the service safely and efficiently, you must ensure that our team can gain access at the agreed time. If access is delayed, restricted, or impossible because keys, codes, pass details, or attendance arrangements have not been provided, we may have to shorten the service, rearrange it, or treat it as a late cancellation. Any additional time required due to access issues may be charged at our applicable rate.

Service Standards and Customer Responsibilities

We will perform our services with reasonable care and skill, using suitable products and methods for the agreed task. However, the outcome of cleaning can depend on the condition of surfaces, previous maintenance, the age of materials, and pre-existing damage. Some stains, marks, limescale, odours, or wear may not be removable even with specialist treatment. We do not guarantee the restoration of items or surfaces beyond what is reasonably achievable within the time and service level booked.

You are responsible for securing valuables, personal documents, fragile items, and any objects that could be damaged by routine cleaning activity. Where necessary, you should remove ornaments, jewellery, cash, and sentimental items before the appointment begins. Cleaners Highbury accepts no responsibility for loss or damage to items left unsecured unless such loss or damage is caused by our negligence or wilful misconduct.

If you request the use of specific products or provide your own cleaning materials, you must ensure that they are suitable for the intended surface and are stored or labelled correctly. We may decline to use products that appear unsafe, unfit for purpose, or incompatible with the task. Where we supply materials ourselves, we will use commercially reasonable products in line with standard cleaning practices, but we cannot guarantee that every material is appropriate for every surface or finish.

Liability and Limitations

We aim to deliver a professional service, but our liability is limited to the extent permitted by 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 under UK law. Subject to that, we will not be responsible for indirect, incidental, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity.

Where we are found liable for damage to property, our responsibility will generally be limited to the cost of repair or replacement of the affected item, taking account of its age, condition, and fair wear and tear. We will not be liable for pre-existing defects, hidden weaknesses, manufacturing faults, or deterioration that would have occurred in any event. It is your responsibility to point out any delicate, historic, or high-value items or surfaces before the service starts.

If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable period after the service. You should provide relevant details and, where appropriate, photographs or evidence so that the matter can be investigated. We may ask to inspect the affected area or item before any repair or replacement is arranged. Failure to preserve evidence or allow inspection may affect our ability to assess the claim.

Waste Regulations and Disposal

Our service includes the collection and removal of ordinary cleaning waste only where this has been agreed as part of the booking. We will handle waste in accordance with applicable UK waste rules and environmental obligations. This means waste must be stored, handled, and disposed of responsibly, and we may separate, bag, or contain waste to facilitate lawful disposal. We do not act as a general waste carrier unless specifically agreed.

You are responsible for informing us in advance if there is any waste that may be hazardous, contaminated, sharp, biological, chemical, or otherwise subject to special controls. Such waste includes, but is not limited to, needles, medical waste, asbestos-related materials, paint tins, solvents, fuel, and other regulated items. We will not collect or transport items that we reasonably believe are dangerous or unlawful to handle without specialist arrangements. If such materials are discovered during the service, we may stop work in that area and advise you to arrange the proper disposal route.

Where waste removal is included, it is limited to the volumes and categories agreed at the time of booking. Additional waste, bulky items, or regulated materials may attract extra charges or require separate handling. You must ensure that any waste presented for removal is not mixed with prohibited materials and that you have the authority to dispose of it. We are not responsible for the contents of bags, bins, or containers provided by you unless we have specifically agreed to inspect or sort them.

Data, Complaints, and Ending the Agreement

Any personal information supplied for booking and service administration will be processed only for legitimate business purposes, such as scheduling, invoicing, communication, and record keeping. We will handle such data in line with applicable UK data protection laws. You should ensure that the information you provide is accurate and up to date so that we can manage your booking efficiently. We do not sell customer data and will only share it where necessary to perform the service, meet legal obligations, or protect our rights.

If you have a concern about the service, please raise it promptly so that we have an opportunity to review the matter and, where appropriate, take corrective action. We may request reasonable details of the issue and may offer a revisit, adjustment, or other remedy depending on the circumstances. Any remedy will be assessed fairly and in line with the scope of the original booking and the standards expected under UK consumer law.

Either party may end a recurring service arrangement by giving reasonable notice, unless a different notice period has been agreed in writing. We may terminate or suspend services immediately if you fail to pay, provide unsafe access conditions, request unlawful conduct, or seriously breach these terms. Termination does not affect rights or obligations that have already arisen, including payment for services already provided.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. If you are a consumer, you may benefit from mandatory protections available under the law of your place of residence, and nothing in these terms removes those protections where they apply. Any dispute will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

By proceeding with a booking, you confirm that you have read, understood, and accepted these terms. They are intended to provide a clear framework for the provision of cleaning services and to ensure that both parties understand their rights and responsibilities. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.