Service Terms and Conditions for Cleaners NW6

These service terms and conditions set out the basis on which cleaning services are provided by Cleaners NW6. They apply to domestic and commercial cleaning appointments, one-off visits, repeat schedules and any additional tasks agreed in advance. By making a booking, the customer confirms that they have read, understood and accepted these terms. For the purposes of this document, references to the company, we, us and our mean the cleaning provider, and references to you or the customer mean the person or business receiving the service.

These terms are designed to be clear and practical. They do not remove any rights you may have under UK consumer law, and they should be read together with any written quotation, booking confirmation or service schedule supplied for the relevant cleaning appointment. If there is any inconsistency, the specific service agreement or written confirmation will take priority over the general wording in this document, unless law requires otherwise.

We aim to deliver a reliable cleaning service, but the exact scope of work depends on the property, the condition of the premises and the time booked. Unless expressly agreed, the service does not include specialist repairs, deep restoration, hazardous cleaning or work requiring trade qualifications. If a task falls outside the agreed scope, we may decline to perform it or may charge separately only if you have approved the extra work in advance.

Booking process

Bookings for Cleaners NW6 may be requested by phone, email, online form or any other method we make available from time to time. A booking is not confirmed until we have accepted it and issued a confirmation, whether verbally or in writing. We may need to ask for further details before confirming the appointment, including the property type, access arrangements, preferred date and time, the size of the job and any special requirements.

When making a booking, you must provide accurate and complete information. This includes any relevant details that might affect the service, such as pets, parking restrictions, restricted access, fragile surfaces, security systems, shared entrances, known hazards or unusually heavy contamination. If the information you provide is incomplete or incorrect, we may need to amend the price, reschedule the visit or limit the service in order to protect our staff and equipment.

We reserve the right to refuse or cancel a booking at our discretion where it is unsafe, unlawful, impractical or outside our service capacity. This may include situations where the property condition creates a health and safety concern, where there is insufficient time to complete the agreed work, or where the customer has previously failed to pay amounts due. Where possible, we will communicate any issue promptly and offer an alternative arrangement if one is available.

Payments

The price for our cleaners service will usually be confirmed before the appointment begins, based on the information you provide and the scope agreed. For larger or more complex work, we may issue an estimate rather than a fixed price. Estimates are given in good faith, but the final charge may change if the actual work differs materially from the details supplied at booking. Additional charges may apply for extra time, extra rooms, specialist products or work approved during the visit.

Payment is due in accordance with the terms stated in your booking confirmation or invoice. Unless stated otherwise, payment must be made on completion of the service or within the period specified on the invoice. We may require a deposit or advance payment for certain appointments, repeat contracts or larger projects. Where a deposit is taken, it may be used against cancellation fees, late changes or unrecoverable costs as permitted by law and by the terms agreed.

We accept the payment methods that are confirmed at the time of booking. If payment is not received when due, we may suspend future services, charge reasonable recovery costs where permitted, and take steps to recover the outstanding balance. You are responsible for ensuring that any payment method used is valid and has sufficient funds. Failed card payments, chargebacks made without proper cause and disputed payments may result in an admin fee or legal recovery action where lawful.

Cancellations, rescheduling and access

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different policy is stated in your confirmation, cancellations made with less than 24 hours' notice may incur a fee to cover lost time, staffing and travel preparation. If our team arrives at the property and is unable to begin work because of access problems, unsafe conditions, incorrect information or no one being available to grant entry, the appointment may be treated as a late cancellation and charged accordingly.

If we need to cancel or rearrange an appointment, we will try to give you as much notice as reasonably possible and offer a new time. We will not be liable for delay or failure to perform where the cause is beyond our reasonable control, including severe weather, traffic disruption, illness, accidents, industrial action, power failure or access problems at the property. In such cases, any prepaid amount will normally be transferred to a new booking or refunded if no alternative can be agreed.

It is your responsibility to make sure the property is ready for the service and that our staff can enter safely at the agreed time. This includes removing valuable items from work areas where appropriate, securing pets, ensuring utilities are available if needed and advising us of any entry codes, keys or alarms. We are not responsible for time lost because of delays caused by the customer, occupiers, tenants, building managers or third parties.

Service standards and customer responsibilities

We will use reasonable skill and care in delivering every cleaning appointment. The expected result depends on the condition of the property before we arrive, the length of time booked, the products used and the surfaces involved. Some marks, stains, limescale, ingrained dirt, odours or wear may not be fully removable within a standard service. Any statement about likely results is an estimate only and not a guarantee unless we have expressly agreed a specific outcome in writing.

You must tell us about fragile items, delicate finishes, hidden damage, unstable fixtures or any area that should not be touched. Where necessary, we may ask you to move personal items, disconnect appliances or provide instructions before work starts. If you instruct us to clean around items that are already damaged, poorly fitted or especially delicate, you accept the risk that further deterioration may occur despite reasonable care being taken. We may refuse to handle items that are unsafe or unsuitable.

For recurring cleaners NW6 services, the standard, frequency and duration of each visit should be confirmed in advance. If the property condition changes significantly between visits, we may need more time or different equipment, and any additional time may be chargeable. We may also adjust the team size or method used if this is necessary to complete the work safely and efficiently. Changes to a regular schedule are subject to availability and prior agreement.

Liability and limitations

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 under UK law. Subject to that, our total liability for loss or damage arising from the service will be limited to the amount paid or payable for the specific service in question, unless a different limit is required by law.

We will not be responsible for indirect or consequential loss, including loss of profit, loss of opportunity, business interruption, loss of use or reputational harm. We are also not liable for damage caused by pre-existing defects, unsuitable materials, hidden faults, poor installation, structural weakness or items not reasonably fit for the work requested. Where goods, fittings or surfaces are old, fragile or already compromised, the risk of minor movement, breakage or discolouration may be higher.

You should inspect the completed work as soon as reasonably possible and raise any concerns promptly. If you believe there is an issue, you must allow us a reasonable opportunity to inspect and, where appropriate, put matters right. We may choose to re-clean, repair or refund, in whole or in part, at our discretion and subject to the circumstances. This does not affect any rights you may have under consumer law.

Waste, disposal and environmental rules

Our cleaning services do not include unlawful disposal of waste or removal of controlled materials unless this has been clearly agreed and can be carried out lawfully. We will handle waste in line with applicable UK environmental and waste regulations, including proper segregation and disposal of general refuse where part of the agreed service. We will not transport, store or dispose of hazardous waste unless we are authorised and equipped to do so.

You must tell us in advance if the property contains waste that may require special handling, such as sharps, bodily fluids, mould-affected materials, asbestos-related debris, chemicals, clinical waste, pest waste or other regulated substances. If such materials are discovered during the visit, we may stop work immediately and leave the area safe where possible. Any specialist removal or legal disposal costs will be chargeable only if agreed and permitted by law.

Where items are to be removed from the premises as part of the service, you remain responsible for confirming that they may legally be discarded and that you have authority to instruct us to do so. We are not responsible for disputes over ownership, recycling choices or items accidentally left with waste. To support responsible practice, we may use environmentally considerate products and methods where suitable, but this does not guarantee that all stains or contamination can be removed without stronger treatment.

Complaints, changes and suspension

If you need to change the scope of work, you should notify us as soon as possible. Changes requested after confirmation may affect the price, duration or availability of the appointment. We may decline last-minute amendments where they cannot reasonably be accommodated. Any additional tasks agreed on the day will be treated as part of the service only if confirmed by both sides, either verbally or in writing, before the extra work begins.

If a concern arises about conduct, safety, property access or payment, we may pause or suspend the service until the issue is resolved. Persistent non-payment, abusive behaviour, illegal activity at the premises or repeated false information may result in cancellation of future bookings. We aim to deal with issues fairly and proportionately, but our staff’s safety and the lawful performance of the service will always come first.

Where a complaint is made, please provide enough detail for us to understand what happened, including the date of service, nature of the issue and the outcome you are seeking. We may ask for photographs or an opportunity to revisit the property. If a refund or reduction is justified, it will usually be limited to the relevant part of the service and not any unrelated work already completed satisfactorily.

Governing law

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, although we may choose to pursue payment recovery in any competent court where permitted by law. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

Cleaners NW6 may update these terms from time to time to reflect changes in law, service processes or business requirements. The version in force at the time of your booking will apply to that appointment unless a change in law requires immediate application. Continued use of our services after any update will be treated as acceptance of the revised terms for future bookings.

By arranging a service, you confirm that you have authority to accept these conditions for the property or business concerned and that all information supplied is accurate to the best of your knowledge. These terms are intended to support a fair and professional working relationship, with clear expectations for both parties and proper compliance with UK requirements.