Cleaner Highbury Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Highbury provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to attend a property, the customer agrees to these terms. They are designed to create a clear understanding of the service scope, payment rules, responsibilities, cancellation arrangements, and legal obligations that apply to each cleaning service we provide.

For the purposes of these Terms, the words “we,” “us,” and “our” refer to Cleaner Highbury, and the words “you” and “your” refer to the person or business booking the service. These Terms apply to all standard and one-off appointments unless a separate written agreement states otherwise. Any special arrangements must be agreed in writing before the appointment begins.

We reserve the right to update these Terms from time to time. Any changes will apply to bookings made after the revised terms are issued, unless a mandatory legal requirement states otherwise. If a booking has already been confirmed, the terms in force at the time of confirmation will normally apply to that booking, subject to any statutory rights that cannot be excluded.

1. Booking Process

A booking with Cleaner Highbury is considered requested when you submit the relevant details and ask us to reserve a date and time. A booking is only confirmed once we have accepted it and, where required, received any deposit or advance payment. We may refuse or decline a booking if we are unable to provide the service safely, lawfully, or within the requested timeframe.

When making a booking, you must provide accurate information about the property, the type of clean required, access arrangements, parking restrictions, known hazards, and any items or areas needing special attention. This includes details that may affect the time, equipment, or staffing required. If the information provided is incomplete or inaccurate, the final price, duration, or scope of the service may need to be adjusted.

We may offer quotations based on the information given at the time of enquiry. Unless stated otherwise, quotations are estimates and may be revised if the actual condition of the property or the required tasks differ from what was originally described. Any change to the job scope after confirmation may be charged at an additional rate. We will always aim to keep such changes reasonable and transparent.

2. Service Standards and Access

Our team will carry out the cleaning service with reasonable care and skill, using appropriate methods for the tasks agreed. The exact standard of result may vary depending on the condition of the property, the materials involved, and the time available. A Cleaner Highbury service does not include works that require specialist trade qualifications unless expressly agreed in advance.

You are responsible for ensuring that access to the property is available at the agreed time. If we are unable to enter the property because of missing keys, incorrect codes, no one being present where required, or any other access issue outside our control, the visit may be treated as a late cancellation or failed appointment. In such cases, a call-out charge or full service fee may apply, depending on the circumstances.

We may refuse to clean areas that are unsafe, contaminated beyond normal domestic conditions, or likely to cause damage to people, property, or equipment. This includes but is not limited to severe mould, bodily fluids, hazardous chemicals, infestations, exposed wiring, broken glass, and unstable surfaces. If we discover such conditions during the appointment, we may suspend or end the service immediately.

3. Payments

All fees must be paid in the manner agreed at booking. We may require payment in advance, payment on completion, or staged payment for larger or recurring work. Where an invoice is issued, payment is due by the stated due date. Unless otherwise agreed in writing, prices are quoted in pounds sterling and may include VAT where applicable.

If payment is not received on time, we reserve the right to pause future services, charge reasonable late-payment interest and recovery costs where permitted by law, and recover any outstanding sums through lawful means. Any bank charges, failed card fees, or payment-processing reversals caused by you may be passed on to you where allowed. A cleaning appointment is not fully completed for payment purposes until the agreed fee has been paid in full.

Any deposit paid for a booking may be used to secure the slot and may be non-refundable where stated at the time of booking. Deposits are not intended to replace the full service charge unless expressly confirmed. If the final cost exceeds the original estimate because the actual work required was greater than expected, the balance will be invoiced or taken immediately, according to the agreed payment method.

4. Cancellations, Rescheduling, and No-Shows

You may cancel or reschedule a booking by giving us notice within the required timeframe stated at confirmation. If no specific timeframe is given, reasonable notice is expected. Short-notice cancellations may result in a charge to cover reserved time, staffing, and operational costs. The amount charged will depend on how much notice is provided and whether the appointment could have been reallocated.

If you need to change the time, date, or nature of the booking, we will try to accommodate the request, but changes are subject to availability. Repeated amendments may require a revised quotation. Where a cleaner is already en route or has arrived at the property, and the appointment is then cancelled or substantially altered, a minimum fee may apply. This helps cover time and travel already committed to your cleaner service.

If you fail to provide access, fail to attend, or otherwise prevent the service from going ahead, the appointment may be recorded as a no-show. In such cases, the booking fee, deposit, or full charge may be retained or invoiced. We are not responsible for losses arising from your inability to attend, except where such losses are caused by our breach of contract or negligence and cannot be excluded by law.

5. Liability and Limitations

We will take reasonable care when delivering each Cleaner Highbury cleaning service, but we cannot guarantee the removal of all stains, marks, odours, limescale, ingrained dirt, or damage that pre-existed the appointment. Some surfaces and materials are delicate or age-related, and results can vary. You acknowledge that normal wear and tear, hidden defects, and prior damage may affect the outcome.

Our liability is limited to losses that are a direct and foreseeable result of our breach of contract or negligence. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to those exceptions, we will not be liable for indirect, special, or consequential losses, loss of profit, loss of business, or loss of opportunity.

If you believe we have caused damage, you must notify us as soon as reasonably possible and no later than 24 hours after completion of the service, unless it would be unreasonable to do so. You should provide clear photographs and a description of the issue. We may inspect the area or request further information before deciding whether a repair, replacement, or refund is appropriate. We will not accept liability for pre-existing damage, poor maintenance, or items left unsecured.

6. Waste Regulations and Disposal

Any waste generated during the service will be handled in accordance with applicable UK waste laws and environmental requirements. We will dispose of ordinary cleaning waste only where this has been agreed or where it forms part of the service. You remain responsible for providing a lawful route for disposal of waste that requires special handling, including clinical waste, electrical items, asbestos-related material, sharps, or heavy-duty chemical waste.

We may refuse to remove or transport waste that we reasonably believe to be unlawful, unsafe, or beyond the scope of the agreed cleaning work. Where waste handling is included, it will be limited to materials that can be lawfully collected, stored, and disposed of through standard procedures. The customer must disclose any items that may be contaminated or regulated under environmental, health, or safety rules.

If we are asked to clear rubbish, packaging, or unwanted items, you confirm that you have the right to dispose of those items and that they do not contain prohibited materials. You agree to indemnify us against losses arising from inaccurate declarations, unlawful disposal requests, or failure to disclose hazardous contents. Any additional licensing, transport, or disposal costs arising from such requests may be charged separately.

7. Customer Responsibilities

You must ensure that the property is reasonably prepared for the agreed service. This includes securing pets, safeguarding fragile items, moving personal valuables if necessary, and ensuring that electrical, water, and other essential utilities are available unless the work agreed does not require them. Where items are left in the cleaning area, we may clean around them or move them only where it is safe and reasonable to do so.

You are responsible for informing us of any known risks, including allergies, occupational hazards, restricted access areas, security systems, or vulnerable surfaces. If specific products must not be used, you must tell us in advance. We may use professional cleaning products and equipment unless you request otherwise and we agree to the alternative in writing.

If you ask us to clean in the presence of occupants, employees, children, or animals, you remain responsible for their safety and supervision. We are not liable for delays or interruptions caused by your failure to prepare the property, protect belongings, or provide essential instructions in good time. A cleaning contractor agreement of this kind relies on cooperation from both parties.

8. Complaints and Remedial Work

If you are dissatisfied with any aspect of the service, you must notify us promptly and provide reasonable details of the issue. We may offer to return and inspect the relevant area, carry out remedial work, or provide another proportionate remedy. Any opportunity to resolve the concern must be given before you arrange third-party repairs or cleaning, unless immediate action is needed to prevent further damage.

Complaints will be assessed fairly and based on the information available, including the original service scope, photographs, and any relevant notes made by our team. If a complaint relates to a result that was limited by time, access, materials, or the pre-existing condition of the property, this will be taken into account. We aim to deal with concerns in a practical and reasonable manner consistent with consumer law.

Where remedial work is offered, it will normally be limited to the area affected and must be arranged within a reasonable period. Acceptance of remedial work does not amount to acceptance of liability beyond what is stated in these Terms. Any refund or adjustment, if appropriate, will be considered in light of the actual service delivered and the evidence provided.

9. Termination and Suspension of Service

We may suspend or terminate a booking or ongoing service if you breach these Terms, fail to make payment, provide unsafe access, or request work that is unlawful, abusive, or outside our reasonable operational standards. We may also withdraw from a site if our staff reasonably believe continuing would create a health and safety risk or expose them to unacceptable conditions.

If a service is terminated due to your breach, you may still be required to pay for work completed, time reserved, and costs already incurred. If we terminate without fault on your part, we will return any advance payment for the unused portion of the service, unless retention is permitted for specific costs already incurred and disclosed in advance.

Nothing in this section affects rights that cannot be limited by law. Any decision to suspend or end a service will be made reasonably and with regard to safety, legality, and fairness.

10. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. If you are a consumer, you may benefit from mandatory rights under the law of your own part of the UK where applicable, and nothing in these Terms is intended to remove those rights.

The parties agree that the courts of England and Wales will have jurisdiction to resolve disputes, subject to any mandatory legal rights that give a consumer the ability to bring proceedings elsewhere. If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision will be treated as severed to the minimum extent necessary, and the remainder of the Terms will continue in force.

By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Cleaner Highbury. They are intended to provide a fair and balanced framework for professional cleaning services, reasonable customer expectations, and lawful waste handling across every appointment.