Cleaners Highbury Terms and Conditions of Service
These Terms and Conditions set out the basis on which Cleaners Highbury provides cleaning services to residential and commercial clients within its service area. By making a booking, using our services, or allowing our operatives access to your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below.
Client means any individual, company, partnership or other entity that requests or receives services from Cleaners Highbury.
Company means Cleaners Highbury and its directors, employees, agents and subcontractors.
Services means any cleaning or associated services provided by the Company, including but not limited to regular domestic cleaning, one-off deep cleans, end of tenancy cleaning, office cleaning and related services.
Operative means any cleaner, team, or contractor deployed by the Company to provide the Services.
Premises means the property or properties where the Services are to be carried out.
2. Scope of Services
The Company will provide the Services as agreed at the time of booking, which may include a general cleaning package or a tailored specification requested by the Client. The scope, frequency, and duration of the Services will be confirmed during the booking process.
Any additional tasks or changes to the agreed scope of Services are subject to the Company’s approval and may incur extra charges. The Company reserves the right to refuse any task that it reasonably considers unsafe, inappropriate, or outside its standard service offering.
3. Booking Process
Bookings for Services may be made via the Company’s accepted booking channels. The Client must provide accurate information regarding the Premises, the type of property, its size, condition, and any specific requirements that may affect the duration or nature of the work.
All bookings are subject to availability and are not confirmed until the Client has received confirmation from the Company. The Company reserves the right to decline or cancel a booking where it has reasonable grounds to do so, including but not limited to safety concerns, access issues, or non-compliance with these Terms and Conditions.
The Client is responsible for ensuring that correct dates, times and addresses are supplied when arranging a booking. Any errors that result in wasted journeys, delays, or additional time may be charged to the Client.
4. Access to Premises
The Client must ensure that the Operatives have safe and reasonable access to the Premises at the agreed time, including access to keys, entry codes, parking, and any necessary permissions from building management or landlords.
If the Operative is unable to gain access to the Premises at the scheduled time, the visit may be treated as a late cancellation and may be subject to the applicable cancellation fee. Any waiting time caused by access issues may be charged as part of the Service time.
Where keys or access devices are provided to the Company, they will be handled with reasonable care. The Client is responsible for ensuring that keys given to the Company are clearly labelled and do not display the full address.
5. Client Obligations
The Client agrees to provide a safe working environment for the Operatives, including functioning lighting, heating where reasonably required, and running water. Any health and safety hazards, such as loose wiring, broken glass, or hazardous substances, must be disclosed in advance.
The Client must secure or remove any items of high value or particular fragility prior to the commencement of the Services. The Company will not be responsible for items not reasonably visible or that have not been brought to the attention of the Operatives in writing prior to the visit.
The Client must advise the Company of any specific cleaning instructions, material sensitivities, or surfaces requiring special care. In the absence of such instructions, the Company will use its best professional judgement but shall not be liable for damage resulting from undisclosed sensitivities or pre-existing weaknesses.
6. Equipment and Materials
Unless expressly agreed otherwise, the Company will supply its own cleaning products and equipment reasonably suitable for the Services. Where the Client requests the use of their own products or equipment, such items must be safe, in good working order and appropriate for their intended use.
The Company does not accept responsibility for any damage or reduced cleaning performance caused by the use of products or equipment supplied by the Client, including eco-friendly or specialised products provided at the Client’s request.
7. Pricing and Payments
The price for the Services will be communicated to the Client before the booking is confirmed. Prices may be based on an hourly rate, a fixed fee, or a combination, depending on the type of service and the nature of the Premises.
All quoted prices are provided in good faith based on the information supplied by the Client. If the Premises are in a significantly poorer condition than described, or the scope proves substantially greater than anticipated, the Company may adjust the price, increase the duration, or decline to complete parts of the work. Any such amendments will be discussed with the Client where reasonably possible.
Payment terms will be communicated at the time of booking. The Company may require payment in advance, at the time of service, or by an agreed invoice schedule. The Client agrees to make payment in full by the due date using one of the Company’s accepted payment methods.
In the event of late payment, the Company reserves the right to charge reasonable administration fees and statutory interest where permitted by law, and to suspend or cancel further Services until the outstanding balance is cleared.
8. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving notice to the Company within the timeframe specified at the time of booking. The Company operates a cancellation policy to cover costs incurred in scheduling and preparing for appointments.
Where the Client cancels or reschedules an appointment with insufficient notice, a cancellation fee may be charged. This may be calculated as a fixed fee or as a percentage of the agreed service cost, depending on the type of booking and the notice given.
If the Operative is unable to carry out the Services due to the Client’s failure to provide access, unsafe conditions, or other circumstances within the Client’s control, the Company may treat the visit as a late cancellation and charge the applicable fee.
The Company reserves the right to cancel or reschedule a booking at any time due to unforeseen circumstances, including but not limited to staff illness, severe weather, or operational issues. In such cases, the Company will seek to provide reasonable notice and offer an alternative appointment. The Company will not be liable for any losses arising from such cancellations or changes beyond a refund of any pre-paid amounts for services not provided.
9. Service Quality and Complaints
The Company aims to provide Services with reasonable skill and care. If the Client is dissatisfied with the quality of the work, they must notify the Company as soon as reasonably possible, and in any event within 24 hours of the Service completion, providing clear details of the concerns.
Where a complaint is found to be justified, the Company may, at its discretion, offer a re-clean of the affected areas or another reasonable remedy. The Client must allow the Company the opportunity to inspect and rectify any issues before engaging another service provider or undertaking remedial work themselves.
10. Liability and Limitations
The Company holds appropriate liability cover for the Services it provides. The Company’s liability for any claim arising out of or in connection with the Services shall be limited to the value of the individual booking during which the event giving rise to the claim occurred, except where otherwise required by law.
The Company shall not be liable for any indirect, consequential, or economic loss, including but not limited to loss of profit, loss of business, or loss of opportunity, arising in connection with the Services or these Terms and Conditions.
The Company shall not be liable for wear, discolouration, or damage to surfaces, fabrics, or materials that are old, worn, fragile, or unsuitable for cleaning; for pre-existing damage or defects; for any issue resulting from inaccurate information supplied by the Client; or for damage caused by products or equipment supplied or requested by the Client.
Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot legally be excluded.
11. Breakages and Damage
The Client must report any alleged breakage or damage caused by the Operatives to the Company as soon as reasonably practicable and in any event within 24 hours of the Service completion, providing a full description and photographic evidence where possible.
Where liability is accepted, the Company may, at its discretion, arrange repair or replacement, or offer a payment reflecting the current value of the item, taking into account age and condition. The Company is not obliged to accept liability for items that are inherently fragile, improperly installed, or that the Operatives were instructed not to move but which failed due to existing weakness.
12. Waste Handling and Environmental Regulations
The Company will handle general household and office waste generated during the course of routine cleaning where this can be disposed of through the Client’s existing waste collection arrangements, such as on-site bins and recycling containers.
The Company will not remove large volumes of waste, bulky items, construction rubble, hazardous substances, clinical waste or any materials that fall outside normal domestic or office waste streams. The Client is responsible for arranging suitable disposal for such items and for complying with all applicable waste and environmental regulations.
The Client must inform the Company in advance of any substances or materials at the Premises that may present a health, safety, or environmental risk, including but not limited to chemicals, asbestos, or biological hazards. The Company reserves the right to refuse to handle or clean any area where it reasonably believes waste regulations or safety standards may be breached.
13. Insurance
The Company maintains insurance appropriate to its operations. The Client is responsible for maintaining their own building and contents insurance and for ensuring that their policy provides adequate cover for any third-party services carried out at the Premises.
Any claim made under the Company’s insurance will be subject to the policy terms, conditions and exclusions in place at the time. The Client agrees to cooperate with any reasonable request for information required to process such claims.
14. Privacy and Data Protection
The Company will collect and process personal data provided by the Client only to the extent necessary to provide the Services, manage bookings, process payments, and handle queries. The Company will take reasonable steps to keep such information secure and to comply with applicable data protection laws.
The Client agrees that their contact details may be used to communicate about current and future bookings, service updates, and account matters. The Client may request that certain forms of communication be limited, subject to the Company’s legal obligations.
15. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for any delay or failure to perform the Services where such delay or failure results from events beyond its reasonable control. These events may include, but are not limited to, extreme weather, transport disruptions, strikes, power failures, accidents, public health emergencies, or government restrictions.
16. Amendments to Terms and Conditions
The Company reserves the right to update or amend these Terms and Conditions from time to time to reflect changes in law, operational requirements, or service offerings. The latest version will apply to all new and ongoing bookings from the date of publication.
Continued use of the Services after any changes have taken effect shall be deemed acceptance of the updated Terms and Conditions.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided, shall be governed by and construed in accordance with the laws of England and Wales.
The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.
18. Severability
If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful or unenforceable, such provision will be severed from the remaining clauses, which will continue to be valid and enforceable to the fullest extent permitted by law.
19. Entire Agreement
These Terms and Conditions, together with any written service confirmation or quotation provided by the Company, constitute the entire agreement between the Client and the Company in relation to the Services and supersede all previous discussions, correspondence, or understandings.
No variation of these Terms and Conditions shall be effective unless agreed in writing by an authorised representative of the Company.
