Terms And Conditions

Cleaner Highbury Terms and Conditions

These Terms and Conditions govern the provision of cleaning and related services by Cleaner Highbury to domestic and commercial clients within our service area. By making a booking, using our services, or allowing our cleaners access to your premises, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Client means any individual, business, or organisation that books or receives services from Cleaner Highbury.

Company means Cleaner Highbury, the service provider.

Services means cleaning and any additional services agreed between the Client and the Company.

Premises means the property or location where the Services are to be carried out.

Cleaner means any individual or team member engaged by the Company to deliver the Services.

2. Scope of Services

The Company provides domestic and commercial cleaning and related services within its designated service area. Services may include regular cleaning, end of tenancy cleaning, deep cleaning, office cleaning, and other agreed services.

The exact scope of work, including frequency, duration, and any specific tasks, will be agreed between the Client and the Company at the time of booking and confirmed in writing where applicable.

The Company reserves the right to decline work that falls outside its expertise or reasonable operational capacity, or where conditions at the Premises are unsafe or unsuitable for the delivery of the Services.

3. Booking Process

Bookings may be made through the Company’s website, enquiry forms, or by other communication methods as made available by the Company from time to time.

When making a booking, the Client must provide accurate information about the Premises, the nature of the work required, and any access restrictions. The Company will rely on this information to estimate the time and cost of the Services.

All bookings are subject to availability. The Company will confirm the booking, including the date, time, and indicative price, before Services commence. No booking is considered accepted until the Client receives confirmation from the Company.

The Company may request a deposit or prepayment for certain types of Services, such as end of tenancy cleaning, one-off deep cleans, or large commercial contracts.

4. Access to the Premises

The Client is responsible for ensuring the Cleaner has safe and reasonable access to the Premises at the agreed time. This may include providing keys, access codes, concierge details, or ensuring someone is present to grant access.

Where keys are provided, the Company will take reasonable care to keep them secure. However, the Company accepts no liability for loss or damage resulting from keys already in circulation or shared with third parties by the Client.

If the Cleaner is unable to gain access to the Premises at the agreed time, or access is significantly delayed through no fault of the Company, the visit may be treated as a late cancellation and charges may apply in accordance with the cancellation terms.

5. Client Obligations

The Client agrees to:

Ensure the Premises are safe for work to be carried out, including compliance with relevant health and safety regulations.

Inform the Company of any hazards, fragile items, alarm systems, pets, or other issues that may affect the delivery of the Services.

Provide access to electricity, water, and basic facilities as reasonably required by the Cleaner to carry out the Services.

Secure or remove valuables and important documents. The Company accepts no responsibility for valuable items not secured by the Client.

Provide cleaning products or equipment only where previously agreed, and ensure that any such products are safe, in good working order, and suitable for the intended purpose.

6. Service Standards and Limitations

The Company aims to provide Services with reasonable skill and care, consistent with industry standards. However, certain limitations apply:

The Cleaner may decline to move heavy furniture or appliances where this poses a risk of injury or damage.

The Company does not guarantee the removal of all stains, particularly where they are of an age, type, or severity that may not respond to cleaning methods.

The Company is not responsible for pre-existing damage or wear and tear. Before and after photos may be taken for quality control and evidence where appropriate.

Services are not designed to address structural issues, mould caused by leaks or damp, pest infestations, or specialist restoration work unless explicitly agreed.

7. Pricing and Payments

Prices may be quoted per hour, per visit, per job, or on a contractual basis, depending on the type of Services. Quotations are based on the information provided by the Client and may be adjusted if the actual condition or size of the Premises differs materially from that described.

Unless otherwise agreed, payment is due on completion of the Services for one-off cleans and at agreed intervals for regular or contractual Services.

The Company may accept various payment methods such as bank transfer or card payments, as specified by the Company from time to time. Cash payments may be declined at the Company’s discretion.

Where payment terms are agreed on invoice, invoices must be settled by the due date specified. The Company reserves the right to charge interest on late payments and may suspend or cancel future Services until outstanding balances are cleared.

All prices are stated in pounds sterling and are inclusive or exclusive of applicable taxes as clearly indicated at the time of booking or quotation.

8. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by giving the minimum notice specified by the Company. Where the Client fails to provide adequate notice, the Company reserves the right to charge a cancellation fee, which may be a fixed amount or a percentage of the booking value.

Short-notice cancellations, including same-day cancellations, or failure to provide access at the agreed time, may be charged at up to the full cost of the scheduled visit.

The Company may cancel or reschedule Services due to circumstances beyond its reasonable control, including illness, severe weather, transport disruption, or operational issues. In such cases, the Company will offer the nearest available alternative appointment and shall not be liable for any indirect or consequential losses.

For long-term or contractual arrangements, either party may terminate the Services by giving written notice in accordance with the termination provisions of any agreed contract. Where no separate contract exists, a reasonable notice period may be required for recurring services.

9. Changes to Services

The Client may request changes to the scope, duration, or frequency of the Services. The Company will consider such requests subject to availability and may adjust the price accordingly.

Where the Client requests additional tasks or significant changes at short notice, the Company may not be able to accommodate them on the same visit or may need to extend the booking time with the Client’s consent.

10. Complaints and Service Issues

If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible, ideally within 24 hours of completion of the visit, so that the issue can be investigated.

Where a complaint is justified, the Company may, at its discretion, offer a re-clean of the affected areas, a partial refund, or another suitable remedy. The Client must allow reasonable access to the Premises for inspection or remedial work.

The Company will not be liable for issues raised outside a reasonable time frame after the Services, particularly where the condition of the Premises may have changed due to subsequent use.

11. Liability and Insurance

The Company carries appropriate insurance cover for public liability and, where applicable, for its employees and subcontractors. Details of insurance coverage are available on request.

The Company will take reasonable care in providing the Services but shall not be liable for:

Any indirect, consequential, or economic losses, including loss of profit, loss of opportunity, or loss of enjoyment.

Damage resulting from inherent defects, weakness, or wear and tear in materials, furnishings, or surfaces.

Damage or loss where the Client has failed to secure valuables or inform the Company of special requirements or restrictions.

The Company’s total liability in respect of any claim arising from the provision of the Services shall be limited to the value of the specific booking or, where applicable, the insurance cover in force, whichever is lower.

Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable law.

12. Waste Handling and Environmental Regulations

The Company will comply with relevant UK regulations concerning waste, recycling, and environmental protection when carrying out the Services.

Unless expressly agreed, the Company’s role is limited to collecting and bagging waste generated during cleaning, using appropriate bags and containers provided by the Client or by the Company where agreed.

The Client remains responsible for the proper disposal of household, commercial, or specialist waste, including hazardous materials, electrical items, and bulk items that fall under specific waste regulations.

The Company will not handle or remove hazardous or prohibited waste, including but not limited to medical waste, solvents, asbestos, or sharp objects, except where there is a specific written agreement and appropriate safeguards in place.

Where the Company agrees to remove waste from the Premises, it will do so in accordance with applicable legislation and guidance, and may charge an additional fee for transport and disposal.

13. Health, Safety, and Security

The Company is committed to high standards of health and safety. Cleaners will use equipment and products responsibly and will follow safety procedures as required.

The Client must inform the Company of any health or safety risks at the Premises, including loose flooring, faulty electrical sockets, low ceilings, or aggressive pets.

The Company reserves the right to withdraw Services where health and safety concerns make it unsafe or unreasonable to continue working, and may charge for time already spent on site.

Cleaners are not permitted to undertake tasks that may compromise their safety, such as working at excessive heights, lifting excessively heavy items, or handling dangerous substances.

14. Data Protection and Privacy

The Company may collect and process personal data about the Client for the purposes of managing bookings, providing Services, processing payments, and handling enquiries and complaints.

The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable measures to keep data secure and confidential.

The Client has the right to request access to their personal data held by the Company and to request correction of inaccuracies where appropriate.

15. Amendments to these Terms

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, regulation, or business practice.

The current version of the Terms and Conditions will apply to all new bookings. For ongoing or contractual Services, the Company will give reasonable notice of any material changes that may affect the Client.

16. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.

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.

17. General Provisions

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary or severed, and the remaining provisions shall continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services, unless a separate written contract has been signed by both parties. In the event of conflict between these Terms and any signed contract, the terms of the signed contract shall prevail.