Cleaner Islington Terms and Conditions
These terms and conditions set out the basis on which Cleaner Islington provides domestic and commercial cleaning services. By making a booking, you agree to be bound by the rules below. Please read them carefully before confirming any appointment. These terms are intended to be fair, clear, and practical, and they apply to all standard cleaning, deep cleaning, end-of-tenancy cleaning, and related services unless we state otherwise in writing.
Throughout this document, references to “we”, “us”, and “our” refer to Cleaner Islington, and references to “you” and “your” refer to the customer or the person placing the booking. If you are booking on behalf of another person, you confirm that you have their authority to do so and that they agree to these terms. Any special arrangements, quotations, or service notes must be confirmed in writing to have contractual effect.
These terms should be read together with any service description, quotation, or booking confirmation we provide. If there is any inconsistency, the written booking confirmation will normally take priority for that specific appointment, unless the issue concerns legal rights that cannot be excluded. We may update these terms from time to time, and the version in force at the time of your booking will apply to that booking.
Booking process. A booking is made when you request a service, we confirm availability, and you accept the quotation or estimated price. We may ask for information about the property, the type of cleaning required, access arrangements, parking conditions, pets, and any particular cleaning concerns so that we can allocate the correct time and staff. A quotation is based on the information you provide. If the actual condition of the premises differs significantly from the description, we may revise the price, the duration, or the scope of work before starting.
Bookings may be accepted subject to a deposit, pre-authorisation, or full advance payment, depending on the type of service and the schedule involved. For recurring cleaning, we may require an initial confirmation payment or a minimum booking commitment. You are responsible for ensuring that the date, time, address, service type, and access instructions are correct. If you notice any error, you must inform us promptly so that we can correct the record before the appointment date.
We will use reasonable efforts to arrive within the agreed time window, but arrival times are estimates and can be affected by traffic, weather, prior jobs, or events beyond our control. If access is not available when our team arrives, the job may be delayed, shortened, or charged as a missed appointment. Where keys, codes, concierge arrangements, or other access methods are provided, you warrant that they are lawful to use and sufficient for our team to enter and complete the service safely.
Payments. Unless we agree otherwise, payment is due on completion of the service, or in advance where stated in the quotation or booking confirmation. We may accept bank transfer, card payment, or other approved methods. Cash payments, if accepted, must be made in the correct amount. Invoices are payable immediately unless a different due date is stated. If you are a business customer, you must pay all undisputed sums by the due date shown on the invoice.
All prices are set out in pounds sterling and may be quoted as fixed fees or estimated fees. Estimates are based on the information available at the time and may change if the property size, condition, level of soiling, or required tasks differ from what was described. Additional charges may apply for extra rooms, stain treatment, heavy grease, mould, limescale, appliance cleaning, rubbish removal, or waiting time beyond a reasonable allowance. We will normally explain any material change before continuing, where reasonably practicable.
If payment is declined, reversed, delayed, or otherwise not received, we reserve the right to suspend future bookings, charge reasonable recovery costs, and charge interest on late sums to the extent permitted by law. You agree not to withhold payment because of a complaint unless the issue is directly linked to the disputed part of the service and you have informed us within a reasonable time. Any discounts, offers, or promotional rates are subject to the stated conditions and may be withdrawn where those conditions are not met.
Cancellations and rescheduling. You may cancel or move a booking by giving us notice within the relevant cancellation period stated at the time of booking. If no specific period is stated, at least 24 hours’ notice should be provided for standard appointments and a longer notice period may apply for larger or specialist jobs. Cancellations made after that point may incur a charge to cover lost time, travel, and labour allocation. For substantial or one-off projects, a higher cancellation fee may be reasonable.
If you need to reschedule, we will try to offer an alternative slot, but this cannot be guaranteed. Any deposit paid may be applied to the new date if the rescheduled service is still within a reasonable period and subject to availability. If you repeatedly change appointments, provide inaccurate access details, or fail to make the property available, we may treat the booking as cancelled by you and apply the applicable fee. Where our team is already en route or has begun the work, a minimum charge may apply even if the service is interrupted.
If we must cancel or reschedule due to illness, safety concerns, equipment failure, severe weather, or circumstances outside our reasonable control, we will notify you as soon as practicable and offer a new appointment where possible. Our liability for cancellation is limited to refunding any prepaid amount for the cancelled element of the service, unless the law requires otherwise. We are not responsible for indirect losses arising from a cancellation or delay, such as loss of business, inconvenience, or missed deadlines, except where such liability cannot legally be excluded.
Service standards and customer responsibilities. We will perform the cleaning with reasonable care and skill, using appropriate products and methods for the task agreed. Unless specifically included, services do not cover repair work, electrical maintenance, plumbing, stain removal guarantees, mould eradication, pest treatment, or any task requiring specialist certification. You are responsible for removing valuables, medicines, confidential papers, fragile items, and any items you do not want handled before the service begins. We are entitled to decline to move heavy, unstable, or dangerous objects.
You must ensure that the property is safe and reasonably prepared for cleaning. This includes providing water, electricity, and any necessary access to the areas to be cleaned. If the property contains hazards such as exposed wiring, broken glass, bodily fluids, needles, pests, or aggressive animals, you must tell us in advance. We may refuse to work in unsafe conditions, and any resulting delay or cancellation may still be chargeable. If a job is paused because the property is unsafe or inaccessible, the final fee may reflect the time already spent.
Liability. We will be liable for loss or damage caused by our negligence, breach of contract, or failure to use reasonable care and skill, but only to the extent required by law. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Our total liability for ordinary service-related loss, damage, or breach will be limited to the amount paid or payable for the specific service in question, except where a different limit is required by applicable law.
We are not responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by defective fixtures, fittings, furniture, or appliances. You should notify us of any delicate materials, surfaces, antiques, or specialist finishes before we begin. Where items are especially fragile or valuable, we may request that they are removed from the work area or that you agree to a specific handling approach in writing. Any claim for damage must be reported to us within a reasonable time and, where possible, before the property is altered or repaired.
To the fullest extent permitted by law, we will not be liable for loss of profit, loss of opportunity, loss of business, loss of data, or any indirect or consequential loss arising from the service or from any delay, except where such limitation is prohibited. Nothing in these terms affects your statutory rights as a consumer. If a service is not carried out with reasonable care and skill, you may be entitled to a repeat service, partial refund, or other remedy depending on the circumstances and the applicable law.
Any complaint should be raised promptly and with enough detail for us to investigate. We may ask for photographs, descriptions, or other evidence so that we can assess the issue fairly. If we agree that a remedy is appropriate, we may choose to re-perform the affected part of the service, offer a partial refund, or propose another reasonable solution. This does not mean we accept liability beyond what these terms or the law allow.
Waste regulations. Our cleaning services do not include illegal dumping, removal of prohibited waste, or handling of hazardous substances unless this has been expressly agreed and can be done lawfully. Waste arising from the cleaning job must be handled in accordance with applicable UK waste legislation and local rules. You must tell us in advance if there is any waste that may require special collection, separation, packaging, or disposal. We may refuse to remove materials that are unsafe, unlawful to transport, or beyond our normal service scope.
Examples of regulated or restricted waste may include chemicals, paint, solvents, sharp objects, medical waste, asbestos-related materials, contaminated items, batteries, electrical equipment, and anything that could pose a risk to health or the environment. If such items are found during the service, we may isolate them, stop work in the affected area, and notify you. Any additional disposal, labour, or specialist handling costs will be your responsibility unless we have agreed otherwise in writing. You remain responsible for ensuring that waste is stored and discarded lawfully after the service.
Where rubbish removal is included, it refers only to ordinary non-hazardous waste identified in the booking confirmation. We do not act as a licensed waste carrier unless expressly stated. If a service includes bagging or moving general waste to a designated collection point, you must ensure that the collection point is permitted and accessible. We accept no responsibility for fines, enforcement action, or losses caused by inaccurate waste descriptions, unlawful disposal instructions, or the presence of prohibited items that were not disclosed before the booking.
Property access, conduct, and termination. You must ensure that our staff can work in a respectful and safe environment. Abusive behaviour, harassment, discrimination, or threats toward our team will not be tolerated and may result in immediate termination of the service without refund for work already undertaken. We may also terminate or suspend service if we reasonably believe that continuing would expose our staff to danger, unlawful conduct, or unacceptable conditions. In such cases, you will remain responsible for any charges due for work completed up to that point.
If keys, alarm codes, or entry arrangements are entrusted to us, we will take reasonable care in handling them, but you should keep a record of what has been provided. Any loss of keys caused by our negligence will be addressed reasonably, but our liability will be limited in line with these terms and the law. We may decline to accept duplicate keys, unsafe entry instructions, or any arrangement that appears insecure. You are responsible for ensuring that any third-party access permissions are valid and current.
Governing law and general provisions. 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 non-exclusive jurisdiction, meaning that claims may be brought in the courts that are legally appropriate. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in force. No failure or delay by us in exercising any right shall be treated as a waiver of that right.
Nothing in these terms creates a partnership, agency, or employment relationship between you and us. You may not assign your booking or any rights under these terms without our written consent, although we may assign or subcontract our obligations where this does not materially reduce the service standard. These terms constitute the entire agreement between the parties in relation to the booking, except for any written variations or mandatory legal rights that cannot be excluded. Any headings are included for convenience only and do not affect interpretation.
For business customers, any special terms must be agreed in writing and may include service levels, site rules, invoicing arrangements, or call-off procedures. For consumer customers, nothing in these terms is intended to remove your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations where applicable, or other relevant consumer protection legislation. If there is a conflict between these terms and mandatory law, the law will prevail. We recommend that you keep a copy of your booking confirmation and any written amendments for your records.
By confirming a booking, you acknowledge that you have read, understood, and agreed to these Cleaner Islington service terms. If you do not accept them, you should not proceed with the booking. These terms are designed to support a transparent and reliable cleaning service while protecting both parties in a practical and lawful way.
