Terms And Conditions

Cleaner Islington Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Islington provides cleaning and related services to domestic and commercial customers within its service area. By making a booking, accessing our services, or allowing our cleaners to enter your premises, you agree to be bound by these Terms and Conditions.

1. Definitions and Interpretation

In these Terms and Conditions, the following expressions shall have the meanings set out below:

Customer means the individual, business or organisation booking or receiving services from Cleaner Islington.

Company, we or us means Cleaner Islington as the provider of cleaning and related services.

Services means domestic, commercial, end of tenancy, one-off, regular or specialist cleaning and any other related services offered by the Company from time to time.

Premises means the property, building or area where the Services are to be performed.

Cleaner means any employee, subcontractor or representative engaged by the Company to perform the Services.

Agreement means the contract between the Customer and the Company consisting of these Terms and Conditions and the specific details of the Customer’s booking.

2. Scope of Services

The Company provides a range of cleaning and related services within its service area. The exact scope of work for each booking will be confirmed during the booking process, including whether the service is a regular cleaning arrangement or a one-off clean.

Services are provided for normal domestic or commercial use only. Deep cleaning, specialist cleaning, or additional tasks such as oven cleaning, carpet cleaning, after-builders cleaning or external areas may be offered subject to separate pricing and agreement.

The Company reserves the right to decline or discontinue a service where conditions at the Premises make it unsafe, unlawful, or otherwise inappropriate to proceed.

3. Booking Process

Bookings can be requested by the Customer through the Company’s chosen communication channels as made available from time to time. The Customer must provide accurate and complete information, including the type and size of the Premises, required Services, access details, and any special requirements.

A booking is not confirmed until the Company has issued a booking confirmation. The confirmation may include the date and time of the service, an estimate of the duration, the agreed charges, and any specific conditions. The Company may refuse a booking at its sole discretion.

The Customer must ensure that the Premises are accessible at the agreed time of the service. If the Cleaner is unable to gain access due to incorrect instructions, absent keys, or other issues within the Customer’s control, this may be treated as a late cancellation and charges may apply.

For regular services, the Company will agree a recurring schedule with the Customer. Any variation to the schedule must be arranged in advance and is subject to availability.

4. Customer Obligations

The Customer shall:

Provide safe and lawful access to the Premises at the times arranged for the Services.

Ensure there is adequate lighting, electricity, running water, and where relevant, heating at the Premises.

Inform the Company of any hazards, risks, alarms, or security systems at the Premises, and provide clear instructions for access and locking up.

Secure or remove any valuables or fragile items that could be damaged during normal cleaning activities.

Provide any reasonable information requested by the Company to allow the Services to be carried out effectively and safely.

The Customer is responsible for supervising children, pets, and other occupants during the visit. The Company may refuse to carry out work if it is considered unsafe or unsuitable due to the presence or behaviour of occupants or animals.

5. Services Performance and Standards

The Company will use reasonable skill and care in providing the Services, consistent with normally accepted standards for cleaning services in the United Kingdom.

Cleaning outcomes may vary depending on the age and condition of surfaces, existing stains, ingrained dirt, and other factors outside the Company’s control. The Company does not guarantee that all stains or marks can be removed.

The Customer should notify the Company as soon as reasonably possible, and within 24 hours where practical, of any concerns about the quality of the Services. The Company may, at its discretion, offer to rectify any issues by arranging a return visit or another appropriate remedy, provided that the complaint is justified and directly relates to the Services supplied.

6. Pricing, Estimates and Payments

Prices for the Services are based on the type of service, duration, size and condition of the Premises, and other relevant factors. The Company may provide an estimate based on information supplied by the Customer. Estimates are not final and may be adjusted if the information provided is incomplete or inaccurate, or if additional work is required.

Where Services are charged on an hourly basis, the minimum booking time will be stated at the point of booking. Any time beyond the minimum will be charged in increments as specified by the Company.

Payment terms will be communicated at the time of booking. The Company may require payment in advance, at the time of service, or by invoice with specified payment deadlines. The Customer agrees to pay all charges in accordance with the agreed terms.

Accepted payment methods will be advised by the Company and may include card payments, bank transfers or other authorised options. The Customer is responsible for ensuring that any payment method used is valid and has sufficient funds.

If the Customer fails to make payment by the due date, the Company reserves the right to suspend or cancel further Services, and to charge interest or late payment fees in accordance with applicable UK law.

7. Cancellations, Rescheduling and No-Show Policy

The Customer may cancel or reschedule a booking, subject to providing adequate notice. The applicable notice period and any associated fees will be specified by the Company. As a general guideline, cancellations or rescheduling made with less than 24 hours notice may incur a charge up to the full price of the scheduled service.

If the Cleaner attends the Premises and is unable to gain access, or is otherwise prevented from carrying out the work due to circumstances within the Customer’s control, the Company may treat this as a late cancellation and charge the full or partial service fee.

The Company will use reasonable endeavours to attend booked appointments on time. However, service times are approximate and may vary due to traffic, weather, or other unforeseen circumstances. Where there is a significant delay or where the Company must cancel a booking, the Customer will be offered an alternative appointment. The Company will not be liable for any indirect losses resulting from such changes.

8. Customer Property and Security

The Customer is responsible for safeguarding cash, jewellery, important documents, and other valuables. The Company does not require Cleaners to hold or manage such items, and they should be securely stored out of the way during visits.

If the Customer provides keys, fobs, or access codes to the Company, these will be handled with reasonable care and used solely for the purpose of delivering the Services. The Customer must notify the Company promptly if keys are lost or security arrangements change.

The Company shall not be responsible for pre-existing damage, wear and tear, or for items that become faulty during normal use of appropriate cleaning methods and products.

9. Cleaning Products, Equipment and Health and Safety

The Company may use its own cleaning products and equipment, or may agree to use products supplied by the Customer if appropriate. Where Customer-supplied products are used, the Customer is responsible for ensuring they are suitable and safe for the intended surfaces and purposes.

The Company takes health and safety seriously and will comply with applicable UK health and safety regulations. Cleaners are instructed not to undertake tasks that pose an unreasonable risk, such as lifting very heavy items, working at significant heights, or handling hazardous materials outside the scope of standard cleaning.

The Customer agrees not to request Cleaners to perform unsafe or illegal tasks. The Company may withdraw Services if health and safety concerns cannot be resolved.

10. Waste Handling and Environmental Regulations

The Company will comply with applicable UK legislation relating to waste management and environmental protection. General household and commercial waste generated during routine cleaning will be bagged and left in the Customer’s designated waste collection area at the Premises, unless otherwise agreed.

The Company does not normally remove waste from the Premises as part of standard Services. If waste removal or disposal is requested, this may be subject to additional charges and will only be carried out in accordance with applicable waste regulations. Certain waste types, including hazardous, clinical, or regulated waste, cannot be handled or removed by the Company.

The Customer is responsible for providing appropriate bins or receptacles and for complying with local waste collection rules. The Company is not liable for any penalties arising from incorrect disposal of waste if it has followed the Customer’s instructions in good faith.

11. Liability and Insurance

The Company maintains insurance appropriate for its business activities, subject to applicable policy terms, conditions, exclusions and limits.

Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter where liability cannot be excluded or limited under UK law.

Subject to the above, the Company shall not be liable for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity arising out of or in connection with the Services.

The Company’s total liability for any claim arising out of the provision of the Services shall be limited to the amount paid by the Customer for the specific service in respect of which the claim arises, or such other limit as may be required by law.

The Customer must notify the Company of any alleged damage to property or loss arising from the Services as soon as reasonably practicable and in any event within a reasonable period after becoming aware of it, to allow for proper investigation.

12. Complaints and Dispute Resolution

The Company aims to deliver a high standard of service. If the Customer has any concerns or complaints, they should contact the Company promptly with details of the issue, including dates, times and, where relevant, photographs.

The Company will review complaints in a fair and timely manner and may request further information. Where a complaint is upheld, the Company may offer a remedy such as a rectification visit, partial refund, credit toward future services or another appropriate solution, at its discretion and in line with legal requirements.

13. Data Protection and Privacy

The Company will handle personal data received from the Customer in accordance with applicable UK data protection laws. This may include using contact details to manage bookings, process payments, and communicate about Services.

The Company will take reasonable steps to protect personal data from unauthorised access, misuse or loss. Personal information will not be sold to third parties. It may, however, be shared with service providers or authorities where necessary for service delivery, legal compliance, or the enforcement of these Terms and Conditions.

14. Changes to Terms and Services

The Company may update these Terms and Conditions from time to time to reflect changes in the law, business practices, or the nature of the Services. The applicable version will be the one published or otherwise made available at the time of the Customer’s booking.

The Company may also vary its prices, service descriptions and available appointments. Existing bookings will normally be honoured at the agreed price, except where there is a material change in the scope of work or where otherwise permitted by law.

15. Termination

Either party may terminate an ongoing service arrangement by giving the other party any required period of notice, as specified at the start of the regular service arrangement.

The Company may terminate the Agreement with immediate effect or suspend Services where the Customer fails to pay amounts due, behaves abusively towards staff, creates unsafe conditions, or commits any serious or repeated breach of these Terms and Conditions.

16. Governing Law and Jurisdiction

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

The parties agree that 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 held to be invalid or unenforceable by a court or competent authority, 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.

The Customer may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations where necessary for operation of its business, provided that this does not materially reduce the level of service to the Customer.

These Terms and Conditions and any documents or communications referenced in them constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any previous agreements, understandings or representations, whether written or oral.