Terms and Conditions for Cleaning Services
This document sets out the terms and conditions that apply when you book cleaning services with us. It is designed to explain how our cleaner Brentford service operates, what you can expect from us, and what we expect from you. These terms apply to domestic and commercial cleaning work unless a separate written agreement says otherwise. By making a booking, you agree to these terms in full. Please read them carefully before confirming any appointment, as they form the basis of the service contract between you and the cleaning provider.
We aim to provide a professional and reliable Brentford cleaners service with clear communication and fair conditions. Our service may include regular house cleaning, one-off cleaning, deep cleaning, end of tenancy cleaning, and related tasks agreed in advance. The exact scope of work depends on the booking details, the condition of the property, and the time allocated. If any part of the job falls outside the agreed service, it may not be included unless we expressly confirm it in writing.
These terms are intended to keep the booking process straightforward while protecting both parties. They cover the booking process, payment terms, cancellations, liability, waste handling, and the governing law that applies if a dispute arises. If you require a different arrangement, such as special instructions or recurring visits, this must be agreed before the cleaning appointment begins. Any changes made after booking may affect the price, availability, or duration of the service.
1. Booking Process
A booking is usually made after the customer provides the required service details, including property type, cleaning requirements, preferred date, and any relevant access instructions. Once the cleaner Brentford service confirms availability, the booking will be treated as provisional until acceptance is complete. A booking becomes confirmed only when we have accepted the request and, where applicable, received any deposit or advance payment required. We reserve the right to decline a booking where we are unable to provide the requested service safely, lawfully, or within the required timeframe.
Customers must provide accurate and complete information during the booking process. This includes the correct address, access arrangements, parking restrictions, pet information, and any known hazards. If the information provided is incomplete or misleading, we may need to adjust the price, shorten the cleaning scope, or refuse to continue the appointment. A Brentford cleaner attending the property will rely on the details supplied at the time of booking, so it is important that all information is current and correct.
Any special instructions should be communicated before the cleaning date. Where the customer requests extra tasks, such as oven cleaning, interior window cleaning, or additional rooms, these must be agreed separately and may involve additional charges. The cleaner will not be obliged to carry out work that has not been booked in advance. If the property requires more time than anticipated because of its condition, we may offer to extend the appointment subject to availability and extra payment.
2. Service Standards and Customer Responsibilities
We will use reasonable care and skill when delivering cleaning services. However, the result depends on the property condition, the time booked, and whether suitable materials and access are available. Customers should ensure that the property is reasonably prepared for cleaning. This means removing valuables from open surfaces, securing fragile items, and providing access to water, electricity, and any agreed cleaning areas. The cleaner Brentford team cannot be responsible for delays caused by missing access or incomplete preparation.
The customer must also ensure that the environment is safe for work. This includes informing us of any known risks such as broken glass, loose wiring, mould, bloodborne contamination, aggressive animals, or hazardous substances. If a situation appears unsafe, the cleaner may stop work immediately. Where applicable, the appointment may be rescheduled or cancelled, and the customer may still be charged for time already spent or for wasted attendance where access or safety has not been properly arranged.
We expect respectful behaviour toward our cleaners and any contractors acting on our behalf. Abusive, threatening, or discriminatory conduct will not be tolerated. If a cleaner feels unsafe, they may leave the property and the service may be ended without refund if the issue is due to the customer’s conduct. Likewise, we reserve the right to withdraw staff if the premises are unsuitable or if conditions differ materially from those described during booking.
3. Payments and Charges
All prices are quoted based on the information provided at the time of booking. Unless otherwise agreed, prices are calculated by reference to the type of cleaning, the number of hours booked, the size and condition of the property, and any specialist work requested. Quotes are normally estimates unless expressly stated to be fixed. If the cleaning job takes longer or requires extra labour because the information provided was inaccurate or the condition is worse than described, the final amount may be adjusted accordingly.
Payment terms will be confirmed before the service begins. In many cases, full payment is required on completion, although advance payment or a deposit may be requested for certain appointments. We may accept payment by bank transfer, card, or other approved methods. The cleaner Brentford service does not consider a booking fully discharged until all sums due have been paid in full. Any late or failed payment may result in additional charges, including reasonable recovery costs where permitted by law.
Discounts, promotional offers, and package pricing are offered at our discretion and may be withdrawn or amended at any time. They cannot usually be used in conjunction with other offers unless we agree otherwise in writing. If a customer disputes an invoice, they should notify us promptly and provide clear reasons. Undisputed amounts must still be paid by the due date while the matter is investigated. We may suspend future services for accounts with overdue balances.
4. Cancellations, Amendments, and Missed Appointments
If you need to cancel or reschedule, please provide as much notice as possible. Cancellations made with sufficient notice may not incur a charge, depending on the type of service and any costs already incurred. Where a cancellation is made at short notice, we may charge a fee to cover lost time, reserved staff, and administrative expenses. A cleaner Brentford booking that has already begun may be charged in full or in part if the appointment is interrupted after work has started.
We may also cancel or reschedule a booking where circumstances beyond our control make it impractical to attend, including severe weather, transport disruption, staff illness, or safety concerns. In such cases, we will try to offer an alternative date. Our liability for cancellation will be limited to refunding any amount paid for the uncompleted portion of the service, unless otherwise required by law. We will not be responsible for indirect losses caused by cancellation or delay.
If our cleaner arrives and cannot gain access to the property, or if the appointment cannot proceed because the customer is absent without making prior arrangements, the visit may be treated as a wasted attendance. In that event, a call-out charge or the full booked amount may be payable, depending on the circumstances and the time reserved. This also applies where the property is not ready for cleaning or where essential access details were not supplied correctly.
5. Liability and Limitations
We take care to work responsibly, but certain risks remain unavoidable when cleaning in occupied or partially furnished premises. We are not responsible for pre-existing damage, wear and tear, hidden defects, or items that are already loose, fragile, or poorly maintained. The customer should remove or secure any valuable, delicate, or sentimental items before the service starts. The Brentford cleaners team cannot guarantee the outcome of cleaning on surfaces that are damaged, unsuitable, or previously treated with the wrong products.
Our liability for loss or damage will be limited to the direct loss that is reasonably foreseeable and caused by our negligence or breach of contract. We will not be liable for business losses, loss of profit, loss of opportunity, or indirect or consequential damages. 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 lawfully be excluded under UK law.
If you believe damage has occurred during a visit, you must notify us as soon as reasonably possible and provide evidence of the issue. We may ask for photographs, receipts, or other documentation so we can assess the claim. The customer must allow a reasonable opportunity for inspection before arranging third-party repairs, unless urgent action is needed to prevent further damage. Any compensation, if due, will reflect the actual loss and may be reduced where the customer failed to take reasonable precautions.
6. Waste Regulations and Disposal
Our cleaning services may involve the removal of general waste such as packaging, dust, and other non-hazardous debris generated during the appointment. Any waste removal will be carried out in accordance with applicable UK waste regulations and local disposal rules. We will not remove hazardous waste, medical waste, asbestos, sharps, chemicals, or other controlled materials unless this has been specifically agreed and we are legally permitted to do so.
Customers are responsible for ensuring that any waste requiring special handling is identified in advance. If a property contains restricted or dangerous waste, the cleaner must be informed before the visit. The cleaner Brentford service may refuse to handle waste that could expose staff to risk or regulatory breach. Where waste is collected as part of a cleaning package, it will be disposed of in an appropriate and lawful manner, but the customer remains responsible for compliance with any landlord, building, or tenancy requirements that apply to the premises.
We will not dispose of items that belong to another person without clear authority. If uncertain ownership exists, the customer should separate the items before the appointment. Any unlawful disposal request may lead to immediate cancellation of the service. Where we are required to leave waste on site because collection is not permitted or practical, it will be the customer’s responsibility to arrange lawful disposal afterwards. We may charge extra for heavy, bulky, or unusual waste handling if this has been agreed in advance.
7. Complaints, Changes, and Service Flexibility
We want to resolve concerns fairly and promptly. If you are dissatisfied with any part of the service, you should notify us as soon as reasonably possible so that we can investigate. Concerns raised after a significant delay may be harder to verify and may affect the outcome. We may offer a revisit, partial refund, or other reasonable remedy where appropriate, but only where the issue is caused by our failure to perform the agreed service with reasonable care and skill.
We may update these terms from time to time to reflect changes in the law, business operations, or service methods. The version in force at the time of booking will normally apply to that booking unless a change is required by law or agreed in writing. If a booking is part of a recurring cleaning arrangement, the updated terms may apply to future visits after notice has been given. The cleaner Brentford service may also amend prices, hours, or procedures for future appointments.
Nothing in these terms affects your statutory rights as a consumer where they apply. If a term is found to be invalid or unenforceable, the remaining provisions will continue in full force. We may assign or transfer our rights and obligations under the contract where this does not materially reduce your rights. You may not transfer your booking or obligations without our prior written consent.
8. Governing Law
These terms and any dispute or claim arising from them shall be governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, unless a different forum is required by applicable law. If any legal issue arises in relation to the cleaning contract, the meaning of these terms, or the performance of the service, it will be determined under UK law.
By placing a booking, you confirm that you have read, understood, and accepted these terms and conditions. They are intended to provide a fair and transparent framework for our cleaning services, including the cleaner Brentford service and any related work arranged under the same contract. We recommend keeping a copy of the agreed booking details and any written amendments for your records. If there is any inconsistency between these terms and a specific written agreement, the written agreement will prevail to the extent of that inconsistency.