Terms and Conditions for Cleaners Barnet

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners Barnet. They are designed to make the service clear, fair, and consistent for customers booking domestic or commercial cleaning, one-off or recurring appointments, and related specialist services. By placing a booking, the customer agrees to be bound by these terms, which form the agreement between the customer and the service provider. In these terms, references to "we", "us", and "our" mean the cleaning provider, while "you" and "your" refer to the customer.

The purpose of this page is to explain the key rules that apply to the service, including the booking process, payment arrangements, cancellations, liability limits, and waste disposal obligations. We aim to keep the wording practical and straightforward while ensuring that the legal position is clear. Please read these terms carefully before confirming any appointment, as they apply to every cleaning job unless we agree otherwise in writing.

The agreement is intended to protect both parties and to set realistic expectations about what a professional cleaning service can and cannot do. All services are carried out with reasonable care and skill, but the exact result may vary depending on the condition of the property, the materials present, the time allocated, and the information provided by the customer before the job begins.

Booking Process

Bookings may be made through the channels we make available from time to time. A booking becomes valid only when we have confirmed the date, estimated duration, scope of work, and any specific requirements. We may request details about the size of the property, the condition of the premises, access arrangements, parking limitations, fragile items, pets, alarm systems, or any special cleaning needs. This information helps us allocate suitable staff and equipment and ensures the service can be delivered safely and efficiently.

We reserve the right to decline or amend a booking if the requested service is not suitable, if the information supplied is incomplete or inaccurate, or if we reasonably believe the job cannot be completed within the time allowed. If, on arrival, the property condition is materially different from the description provided at booking, we may revise the price, adjust the scope, shorten the service, or reschedule the appointment. Any change will be discussed with the customer before work continues, where reasonably possible.

Customers must ensure that access to the premises is available at the agreed time. If entry is delayed because keys, codes, escorts, parking, or other access arrangements were not properly arranged, we may treat the visit as a late start or an unsuccessful attendance. Additional waiting time may be charged at our standard rate. If the cleaner is unable to gain access within a reasonable period, the appointment may be cancelled and a cancellation fee may apply.

It is the customer's responsibility to remove or secure items that are valuable, fragile, confidential, or dangerous, unless we have expressly agreed to handle them. We will use reasonable care in and around the property, but we are not responsible for identifying or moving items that have not been disclosed beforehand. The customer should also advise us of any health and safety concerns, including hidden hazards, exposed wiring, mould, pests, sharps, or structural issues.

Payments and Charges

All prices are quoted based on the information provided at the time of booking and may be subject to change if the scope of work differs from what was originally described. Prices may be calculated by time, by job type, or by fixed quotation. Unless stated otherwise, all charges are exclusive of any applicable taxes or additional fees. If extra work is requested during the appointment, we may issue a revised charge before carrying it out.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service, although deposits, advance payments, or staged payments may be required for larger or specialist jobs. Where a deposit is taken, it may be used to secure the appointment and may be non-refundable except where required by law or where we cancel the service without fault on your part. Late payments may attract administrative charges and we may suspend further services until all outstanding amounts are settled.

We may require payment by bank transfer, card, cash, or another approved method. Any returned payments, chargebacks, or failed transfers may result in additional charges to cover administration and bank costs. Invoices, where issued, should be checked promptly and any query raised without delay. Failure to raise a query does not remove your obligation to pay for work lawfully performed.

Cancellations, Rescheduling, and Missed Appointments

We understand that plans can change, and we ask customers to provide as much notice as possible if a booking needs to be cancelled or moved. If you cancel or reschedule within the notice period communicated at the time of booking, no fee or a reduced fee may apply. Short-notice cancellations may be charged because the reserved time cannot usually be reallocated at short notice. If a cleaner arrives and cannot proceed due to customer unavailability, lack of access, or unsuitable conditions, this may be treated as a missed appointment.

If we need to cancel or reschedule because of illness, safety concerns, staff unavailability, severe weather, equipment failure, or another event beyond our reasonable control, we will seek to offer an alternative appointment as soon as reasonably possible. We are not liable for indirect losses arising from a reasonable cancellation or rescheduling, provided we act in good faith and use reasonable efforts to minimise disruption.

Service Standards and Liability

We will provide services with reasonable care and skill, using suitable materials and methods appropriate to the task. However, cleaning is a restorative service rather than a guarantee of complete removal of all marks, stains, or defects. Some surfaces, fabrics, fittings, and materials may be delicate, aged, or already damaged and may not withstand standard cleaning processes. Where a surface requires specialist treatment, we may recommend that the customer seeks a specialist contractor rather than a general cleaner.

Our liability is limited to direct losses that are reasonably foreseeable and arise from our proven negligence or breach of contract. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited under UK law. Subject to that, we are not responsible for loss of profit, loss of business, loss of goodwill, or indirect or consequential losses.

We are not liable for damage caused by pre-existing defects, poor maintenance, hidden faults, faulty fixtures, unstable fittings, or items that were not suitable for cleaning. Nor are we responsible where the customer has instructed us to proceed against our advice or has failed to provide accurate information about the property or items to be cleaned. If damage is believed to have occurred during the service, it must be reported as soon as reasonably possible and no later than the time stated in the booking confirmation, so that we can investigate.

Waste Regulations and Disposal

Any waste removed during a cleaning service will be handled in accordance with applicable UK waste laws and good environmental practice. We may collect ordinary waste generated through the service only where this has been agreed in advance and where the waste is suitable for lawful handling. Customers must ensure that hazardous, clinical, electrical, sharp, chemical, or controlled waste is clearly identified before the service begins. We do not accept responsibility for waste that requires specialist collection, licensing, or disposal routes unless we have expressly agreed to provide such a service and are legally permitted to do so.

Customers remain responsible for the lawful classification and disclosure of any waste present on the premises. If we encounter waste that appears to be hazardous, contaminated, or unsuitable for ordinary disposal, we may stop work until the issue is resolved and may charge for wasted attendance or additional handling time. The customer is also responsible for ensuring that any bins, containers, or disposal areas are accessible and compliant with the relevant rules of the property or site.

Customer Responsibilities

To allow the service to proceed safely and effectively, the customer must provide accurate information, reasonable access, and a safe working environment. You should secure pets, advise us of children or vulnerable persons who may be present, and ensure that anyone on site understands the area being cleaned. If electricity, hot water, or other essential utilities are needed for the work, these must be available unless otherwise agreed. We may refuse to begin or continue work if conditions are unsafe.

The customer should also notify us of any materials or surfaces that require special care, such as natural stone, untreated wood, antique items, specialist flooring, or sensitive electronics. Where appropriate, we may request that these areas are excluded from the job or cleaned only on a limited basis. We are entitled to rely on the information you provide, and we will not be liable for issues arising from undisclosed risks.

Complaints and Rectification

If you believe the service has not been carried out properly, you should notify us promptly and provide reasonable detail about the issue. Where a complaint is justified, we may offer a return visit, partial refund, or another appropriate remedy at our discretion, taking into account the nature of the problem and the circumstances of the booking. Any remedy offered will be subject to inspection and may require the customer to allow access within a reasonable period.

We will not be obliged to provide a remedy where the issue arose from factors beyond our control, from poor maintenance, or from circumstances disclosed at the time of booking. Nothing in this section affects your statutory rights. If a dispute cannot be resolved informally, both parties should first seek a fair and practical solution before considering formal proceedings.

Changes to These Terms

We may update these Terms and Conditions from time to time to reflect operational changes, legal requirements, or improvements to the service. The version in force at the time of your booking will apply to that booking unless a change is required by law or agreed otherwise. Continued use of the service after changes have been communicated will be treated as acceptance of the updated terms for future bookings.

If any part of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply. No waiver of any breach will be considered a waiver of any later breach. These terms are intended to be interpreted reasonably and in a way that gives effect to the commercial purpose of the agreement.

Governing Law

These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, claim, or matter arising from the cleaning service, unless mandatory law requires otherwise. By booking the service, you confirm that you have read, understood, and agreed to these terms.

End of Terms and Conditions