Terms and Conditions for Cleaner Edgware
These Terms and Conditions set out the basis on which Cleaner Edgware provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. They are designed to create clarity on how the service operates, how payments are handled, and what responsibilities apply to both parties. For the purposes of these terms, references to we, us, and our mean the cleaning provider trading as Cleaner Edgware, while you and your refer to the customer or any person acting on the customer’s behalf.
These terms apply to all standard cleaning bookings, one-off appointments, recurring services, end-of-tenancy cleans, and any related labour agreed in writing or confirmed verbally before the service begins. If a particular job requires additional conditions, those conditions will apply only where they have been clearly stated and accepted in advance. If any part of these terms is found to be unenforceable, the remainder shall continue in full force and effect.
We may update these terms from time to time to reflect changes in law, operational practices, or service arrangements. The version in force at the time of booking will normally apply to that booking unless a mandatory legal change requires otherwise. It is your responsibility to read the terms before confirming any service. Continued use of Cleaner Edgware services after changes are published will be treated as acceptance of the updated terms, to the extent permitted by law.
1. Booking Process
Bookings may be made by phone, email, online form, text message, or any other method we make available from time to time. A booking is not confirmed until we have acknowledged it and, where required, received any deposit or prepayment requested. The information you provide must be accurate and complete, including the property address, access details, scope of work, preferred time, and any special instructions. If incorrect or incomplete details cause delay, additional charges may apply.
When you request a service from Cleaner Edgware, you are asking us to prepare for a cleaning appointment based on the information supplied. We may provide a quotation or estimate, which is usually based on the size of the property, the nature of the work, the expected duration, and any specialist requirements. Estimates are not fixed prices unless expressly stated in writing. If the actual conditions differ from those described at booking, we may revise the price before or during the service, provided the revised charge is reasonable and communicated to you.
Access and suitability
You must ensure that the property is safely accessible at the agreed time. This includes arranging entry, parking permissions where needed, and any keys, codes, or escort arrangements. If our team cannot enter or work because access is denied, delayed, or unsafe, the visit may still be chargeable. You are also responsible for informing us of any condition that may affect the service, including fragile surfaces, electrical hazards, pest infestations, or recent building work. We reserve the right to refuse or suspend work where the environment is unsafe or unsuitable.
2. Payments and Pricing
All prices are stated in pounds sterling unless agreed otherwise. The price may be fixed, hourly, or based on a quotation for a defined scope of work. Unless we say differently in writing, payment is due on completion of the service or on the date stated on the invoice. We may request full or partial payment in advance for certain bookings, including larger projects, peak-time appointments, or repeat cancellations. Cleaner Edgware payment terms apply equally whether the booking is made directly by a customer or on behalf of a landlord, tenant, business, or managing agent.
We accept payment methods that are confirmed at the time of booking or invoicing. If payment is made by bank transfer, it must clear in full before or by the due date. If payment is made by card or another electronic method, you must ensure that the payment details are valid and that sufficient funds or credit are available. Any bank charges, chargebacks, or failed-payment fees caused by your payment method may be passed on to you where permitted by law.
Late payment may result in suspension of future bookings, administrative charges, or interest at the statutory rate, where applicable. If an invoice remains unpaid after reasonable reminders, we may recover the debt through lawful collection procedures and you may be liable for reasonable costs incurred in doing so. We reserve the right to withhold any report, certificate, or final completion note until all due amounts are settled. Any discount, promotion, or special rate will apply only as stated and may be withdrawn if the booking is altered or cancelled outside the agreed terms.
3. Cancellations, Rescheduling, and Delays
If you need to cancel or reschedule, please notify us as soon as possible. Where cancellation notice is given within the permitted period stated at booking, no cancellation charge may apply. Where notice is short, or where a cleaner has already been allocated, travelled, or begun preparatory work, a fee may be charged to cover wasted time and costs. This is a standard aspect of cleaning service terms intended to ensure fair use of booking slots and staff availability.
If we arrive at the property and cannot perform the service because of no access, unsafe conditions, lack of utilities essential to the job, or a failure by you to prepare the property as agreed, the booking may be treated as a late cancellation. In such cases, the full fee or a substantial portion of it may be payable. We will act reasonably and take account of the circumstances, but repeated missed appointments or short-notice changes may lead us to decline future services.
We will always try to attend on time, but appointment times are estimates unless explicitly guaranteed. Delays may occur because of traffic, weather, staff illness, equipment failure, or earlier jobs taking longer than expected. If we anticipate a delay, we will aim to inform you promptly and propose a revised time. Our liability for delay is limited to the extent set out in these terms and any rights that cannot be excluded under law. We are not responsible for indirect losses caused by a delayed or cancelled visit, such as missed business opportunities, unless such loss is foreseeable and arises from our breach of duty.
4. Scope of Service and Customer Responsibilities
The scope of work is limited to what has been agreed at the time of booking. If you ask for additional tasks on the day, we may accept them subject to time, availability, equipment, and an adjusted price. Some work may require specialist products or methods, and we may decline any task that is outside our normal service offering or that presents a risk of damage. The customer should remove valuable, delicate, or personal items where practicable before the service begins, especially where the cleaner must work in cluttered or sensitive areas.
You are responsible for the condition of the property and for advising us of any prior damage, hidden defects, or special care requirements. We will take reasonable care when cleaning, but we may not be able to remove every stain, mark, odour, or build-up, particularly where the material is delicate, porous, old, or already damaged. Where necessary, we may test products in a discreet area before continuing. If you instruct us to use a particular product or method against our advice, you do so at your own risk.
Our staff must be treated with respect and allowed to work without harassment, abuse, or unsafe interference. We may stop work immediately if our team is subjected to threatening behaviour or if the property conditions change in a way that creates risk. Any payment due for work already completed or for time reserved may still remain payable. If you have pets, they must be secured or controlled so that cleaning can be carried out safely and efficiently.
5. Liability and Damage
Cleaner Edgware liability is limited to losses that arise directly from our proven negligence or breach of contract. We will repair, re-clean, or compensate for genuine damage caused by our staff where the damage is reported promptly and supported by reasonable evidence. You must notify us as soon as reasonably possible, and in any event within a reasonable period after completion, so that we can inspect the issue and investigate properly. Failure to give prompt notice may affect our ability to assist.
We are not liable for pre-existing damage, normal wear and tear, deterioration caused by age or poor maintenance, or loss resulting from items that are fragile, unstable, unlabelled, improperly secured, or already defective. We are also not responsible for damage caused by unsuitable cleaning products supplied by you, inaccurate instructions, hidden faults, or the presence of contaminants beyond the scope of a standard service. Our team may refuse to move heavy items, lift flooring, or handle electrical equipment unless agreed in advance and done safely.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under English law. Subject to that, our total liability for any claim connected with a booking will not exceed the amount paid for the relevant service, except where a higher limit is required by statute. We will not be liable for business interruption, loss of profit, loss of goodwill, or any indirect or consequential losses except where the law requires otherwise.
6. Waste Regulations and Disposal
We operate in accordance with applicable UK waste regulations and expect customers to cooperate with lawful waste handling practices. Any waste generated during a service must be ordinary, non-hazardous domestic or commercial waste unless a specialist arrangement has been made in advance. We do not accept illegal waste, prohibited materials, sharp clinical waste, asbestos, chemicals, or other hazardous substances unless expressly agreed and handled through compliant specialist channels. If such materials are discovered during the booking, we may stop work and request instructions.
Where removal of waste forms part of the agreed service, it will be carried out only in a lawful and environmentally responsible manner. You are responsible for disclosing any items that require special disposal rules, including broken glass, paint, batteries, contaminated materials, or bulky waste. If extra charges arise from lawful disposal, transfer, or handling requirements, they may be added to the invoice. We may ask you to separate or bag waste before collection if doing so is necessary for safety or compliance.
We reserve the right to refuse to handle any waste that would place us in breach of environmental, health and safety, or duty-of-care requirements. You must not ask our staff to dispose of illegal substances or materials that do not belong to you or for which you have no authority to arrange disposal. If any item is found to be hazardous or regulated, you remain responsible for its lawful treatment, and you may need to engage a licensed specialist.
7. Complaints, Remedies, and Re-cleans
If you are unhappy with any part of the service, you should inform us promptly and provide a clear explanation of the issue. Where appropriate, we may offer a re-clean, a partial refund, or another reasonable remedy, depending on the circumstances. Any re-clean or remedial visit will be limited to the original scope of work unless otherwise agreed. A remedy will not be offered where dissatisfaction arises from unrealistic expectations, unsuitable site conditions, or matters outside our control.
We may ask for photographs, a short description, or other evidence so that we can understand the concern and assess it fairly. If a claim relates to alleged damage, you should preserve the item and avoid further use or alteration until the matter has been reviewed. Our decision to offer a remedy does not mean we accept liability beyond what is set out in these terms. Where a dispute cannot be resolved informally, either party may seek independent advice or pursue the matter through the appropriate legal process.
8. Governing Law and General Provisions
These terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction, although this does not affect any rights you may have to bring a claim in another part of the United Kingdom where required by applicable law. If a term is invalid or unenforceable, that term will be deemed modified only to the extent necessary to make it enforceable, and the rest of the agreement will remain effective.
No waiver of any breach shall be deemed a waiver of any later breach, and no failure or delay in exercising any right shall operate as a waiver of that right. You may not assign your rights or obligations under these terms without our written consent. We may assign or subcontract any part of the service where appropriate, provided that this does not materially reduce the standard of service promised to you. These terms form the complete agreement between you and us in relation to the booking, unless amended in writing or required by law.
By placing a booking with Cleaner Edgware, you confirm that you understand and accept these terms and conditions. We recommend keeping a copy for your records. If you have any questions before booking, please review the wording carefully and ensure that the service requested matches your expectations. Clear communication at the outset helps ensure a smooth, lawful, and efficient cleaning arrangement for both parties.
