Terms and Conditions for Cleaners Haringey
These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners Haringey and are intended to create clarity, fairness, and consistency for both the customer and the service provider. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. These terms apply to domestic and commercial cleaning services unless otherwise agreed in writing. They should be read alongside any service description, quotation, or booking confirmation issued for a specific job.
Booking process begins when the customer submits a request for a cleaning service through an available booking method. The customer must provide accurate information about the property, the type of cleaning required, the preferred date and time, access arrangements, and any special instructions that may affect the service. A booking is only accepted once it has been confirmed by the service provider. Any quotation provided before confirmation is based on the information supplied and may be revised if the details change. If the property or requested work differs significantly from what was described at the time of booking, the provider may adjust the price, alter the time required, or decline the booking if the service cannot reasonably be delivered as planned.
The customer is responsible for ensuring that the premises are ready for cleaning at the agreed time. This includes providing safe access, making the necessary keys, codes, or entry arrangements available, and ensuring that water, electricity, and any other required utilities are available where relevant. If the cleaner cannot gain access, or cannot complete the service because the property is not ready, the booking may still be charged in full or in part, depending on the time and resources already reserved. The service provider may also suspend or refuse any task that appears unsafe, unlawful, or beyond the agreed scope of work.
Payments must be made in accordance with the agreed price, which may be fixed, hourly, or based on a written quotation. Unless stated otherwise, payment becomes due on completion of the service or in advance where prepayment has been requested. The provider may require a deposit to secure a booking, particularly for larger jobs, first-time appointments, or services requiring dedicated materials or extended labour. All prices are stated in pounds sterling and may include or exclude VAT depending on the provider’s registration status, which will be made clear at the point of sale where applicable.
Where a quote is based on estimated labour time or average conditions, it may be revised if the actual work proves more complex than expected. Additional charges may apply for heavily soiled areas, excessive clutter, non-standard access, specialist equipment, or extra time needed to complete the requested cleaning. The customer will normally be informed before any substantial increase is applied. If the customer chooses to reduce the service once work has begun, the provider may still charge for the time spent, staff allocated, and any supplies used.
Cancellations and amendments should be made as early as possible. If the customer cancels a booking within the notice period specified at the time of booking, no cancellation fee may apply. However, if cancellation is made at short notice, or if the appointment is missed without notice, the provider may charge a fee to cover lost time, reserved staff capacity, and any direct costs incurred. The exact charge may depend on how much notice was given and whether any materials or third-party services had already been arranged for the job.
If the customer requests a rescheduled appointment, the provider will try to accommodate the change, but availability cannot be guaranteed. Changes made close to the appointment time may be treated as a cancellation followed by a new booking. The provider may cancel or postpone a service in the event of illness, unsafe conditions, staff shortages, severe weather, or circumstances beyond reasonable control. In such cases, the customer will be offered a new date or, where appropriate, a refund for any prepaid amount relating to the cancelled portion of the service.
Liability is limited to the extent permitted by law. The provider will exercise reasonable care and skill in delivering the cleaning service, but it does not guarantee that every stain, mark, odour, or defect can be removed completely. Some materials, surfaces, and finishes may be delicate, age-sensitive, or unsuitable for standard cleaning methods. The customer is responsible for informing the provider in advance of any fragile items, hidden defects, known leaks, electrical issues, or special care instructions. Failure to provide such information may limit or exclude liability for resulting damage where the damage would otherwise have been avoidable.
The provider is not responsible for damage caused by pre-existing faults, unsuitable materials, poor installation, wear and tear, or items that are already unstable or broken. The customer should remove or secure valuables, personal documents, and delicate possessions before the service begins unless the parties have agreed otherwise. Where damage is caused directly by proven negligence, liability may be limited to the cost of repair or replacement of the affected item, subject to any applicable insurance or statutory rights. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
Waste regulations are observed in all services that involve the removal, handling, or disposal of waste. The customer must ensure that any waste presented for collection or disposal is lawfully generated and does not include prohibited or hazardous materials unless this has been specifically agreed in advance and can be lawfully handled by the provider. Waste may include general household rubbish, packaging, and cleaning-related debris, but it must not contain items that require specialist disposal unless the provider has explicitly agreed to manage them in compliance with the relevant rules.
The customer remains responsible for declaring any waste that may be hazardous, contaminated, sharp, medical, electrical, or subject to special disposal requirements. The provider may refuse to handle any item that could pose a health, safety, environmental, or legal risk. If the customer misdescribes the waste or leaves regulated waste among general rubbish, any resulting costs, penalties, fines, or additional disposal charges may be passed on to the customer to the extent permitted by law. Both parties agree to comply with applicable environmental duties, duty of care obligations, and any relevant waste carrier or disposal requirements under UK legislation.
Service standards and exclusions apply to all cleaning appointments. The service provider will use reasonable efforts to clean the areas agreed at booking, but the result depends on the condition of the property, the time allocated, and the cleaning methods suitable for each surface. Services do not include repairs, refurbishment, mould treatment unless expressly agreed, structural work, or specialist restoration. The provider may decline to use certain chemicals or tools if they are unsuitable for the surface or if the customer has not given sufficient notice about restrictions or sensitivities. Where the customer supplies their own products, the provider is not liable for poor results caused by unsuitable or defective materials supplied by the customer.
Health, safety, and access are essential to the performance of the service. The customer must take reasonable steps to make the premises safe, including securing pets, removing obvious trip hazards, and warning the provider about any known risks. The provider may suspend work if the property presents a serious risk to staff or property. If the service is interrupted for safety reasons caused by conditions within the customer’s control, the customer may still be charged for time already spent or for any minimum call-out fee that was agreed in advance. The provider may also refuse to clean areas that cannot be reached safely or that require equipment not normally included in the booked service.
Personal items, cash, jewellery, and other valuables should be stored securely before the appointment begins. The provider is not responsible for items that are lost, misplaced, or allegedly missing unless it is proven that the loss resulted directly from the provider’s negligence. Any complaint about missing or damaged items should be reported as soon as reasonably possible and, where feasible, before the property is altered or the cleaning team leaves the premises. The customer should allow the provider a reasonable opportunity to investigate any issue before making repairs or replacements, as this may assist with determining responsibility.
Complaints and issues should be raised promptly and in good faith. If the customer believes the service has not been delivered as agreed, the provider should be informed within a reasonable period after the appointment so that the matter can be reviewed. Depending on the circumstances, the provider may offer a re-clean, a partial refund, or another fair remedy. Any such remedy will be considered without admission of liability unless required by law. The customer must not withhold payment for undisputed parts of the service unless the provider has agreed to this in writing or a statutory right permits it.
Privacy and data use are limited to what is necessary for arranging and delivering the service, handling payments, and maintaining business records. Customer information should be used only for legitimate service-related purposes and handled in line with applicable data protection law. The provider may keep records of bookings, invoices, service notes, and communications for administrative, accounting, and legal purposes. Where access details or personal information are shared to enable the service, both parties should take reasonable care to prevent unauthorised disclosure.
Force majeure applies where performance is delayed or prevented by events outside reasonable control, including extreme weather, transport disruption, civil disturbance, public emergency, utility failure, fire, flood, strikes, or similar events. In such cases, neither party will be liable for failure to perform the affected obligations for as long as the event continues. The provider will aim to resume services as soon as reasonably possible or arrange an alternative appointment where practical. Any prepaid amounts relating to unperformed services may be refunded or credited at the provider’s discretion, subject to any non-recoverable costs already incurred.
Governing law and jurisdiction for these terms shall be the law of England and Wales. Any dispute arising from or connected with these terms, the booking, the service, or any related matter shall be governed and interpreted in accordance with that law. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where another forum is required by mandatory law or where the customer benefits from any non-excludable rights under consumer legislation. If any part of these terms is found unenforceable, the remaining provisions will continue in full force and effect.
General provisions complete these terms. No variation to the service agreement will be valid unless confirmed in writing by the provider. If any term is inconsistent with mandatory consumer rights, those rights will prevail. The provider may update these terms from time to time, but the version in force at the time of booking will apply to that specific service unless a change is required by law. By proceeding with a booking, the customer confirms acceptance of the service scope, payment obligations, cancellation rules, liability limits, waste responsibilities, and all other conditions stated here.
