Terms and Conditions for Cleaners EC1
These Terms and Conditions set out the basis on which Cleaners EC1 provides domestic and commercial cleaning services in the UK. By making a booking, you agree to these terms in full. They are designed to explain the service process clearly, set expectations about payments and cancellations, and outline responsibilities relating to access, property condition, waste handling, and liability. If any part of these terms is not understood before confirming a booking, the customer should review them carefully and seek clarification before the service begins.
For the purposes of these terms, “we”, “us”, and “our” refer to the cleaning service provider, while “you” and “your” refer to the customer placing the booking. The words cleaning service, cleaners service, EC1 cleaners, and similar variations refer to the same service offering. These terms apply to standard cleaning appointments, deep cleaning, end-of-tenancy cleaning, one-off visits, and recurring cleaning arrangements unless a separate written agreement states otherwise.
We reserve the right to update these terms from time to time. Any updated version will apply to bookings made after the date of publication or confirmation. A booking should only be placed if you are willing and able to accept the current terms at the time of confirmation. Where a specific written agreement has been made for a particular job, that agreement will take priority over these general conditions only to the extent stated in writing.
1. Booking Process
A booking is considered requested when you provide the necessary service details, including the property type, cleaning requirements, preferred date, approximate duration, and any special instructions. We may ask for additional information before confirming availability. Acceptance of a booking occurs only when we issue a confirmation by the agreed method, which may include written confirmation, online confirmation, or another recorded form. Until confirmation is issued, no cleaning appointment is guaranteed.
When booking a Cleaners EC1 service, you are responsible for ensuring that the information supplied is accurate and complete. This includes access requirements, parking restrictions, entry codes, pet information, and any hazards that may affect the work. If the information provided changes before the appointment, you must notify us as soon as reasonably possible. Failure to do so may result in delays, additional charges, or the need to reschedule the visit.
We may refuse or cancel a booking if the requested service is outside our scope, if the property condition is unsuitable for safe work, if the required access cannot be arranged, or if there is a material breach of these terms. Where a service is booked for a specific time, we will aim to arrive within the agreed window, but arrival times may be affected by travel conditions, previous appointments, or unforeseen circumstances. Reasonable adjustments may be made where necessary to complete the service properly.
Service Scope and Customer Responsibilities
Our cleaning appointments are intended to cover the tasks agreed at the time of booking. Any additional work requested on arrival may be accepted at our discretion and may require an increased fee, a longer appointment, or a separate booking. Customers should ensure that surfaces are reasonably accessible, valuables are secured, and the property is safe for cleaning. We do not require the premises to be empty unless the booking specifically states otherwise, but excessive clutter, blocked access, or unsafe conditions may prevent full completion of the work.
All prices quoted are based on the information supplied at booking. If the actual condition of the property differs significantly from the description provided, we may revise the price before or during the appointment. This can happen where there is heavy soiling, strong odours, extensive limescale, mould, post-renovation dust, or other circumstances that require more time, equipment, or cleaning materials than originally anticipated. Where a revised price is necessary, we will explain the reason and request agreement before continuing where practical.
Payment terms will be stated at the point of booking or in the confirmation provided. We may require full payment in advance, a deposit, card pre-authorisation, or payment upon completion depending on the service type and booking value. Unless otherwise agreed in writing, invoices are payable immediately on receipt or by the due date shown. Failure to pay on time may result in cancellation of future services, suspension of recurring appointments, and recovery of any reasonable costs incurred in collecting the amount due.
Accepted payment methods may include bank transfer, debit card, credit card, or other approved electronic methods. Cash payments, where permitted, must be made in full on the day of service unless a different arrangement has been expressly agreed. Discounts, promotional offers, or package pricing are subject to availability and may be withdrawn at any time before a booking is confirmed. Any tax, fee, or surcharge payable under applicable law will be added where required.
2. Cancellations, Rescheduling, and Access
You may cancel or reschedule a booking by giving notice in a reasonable manner before the appointment begins. The amount of notice required may vary depending on the service type and booking terms provided at confirmation. If insufficient notice is given, a cancellation fee may apply, including where we have already reserved time, allocated staff, purchased materials, or begun travel to the property. Refunds, where available, will be processed according to the payment method used and any applicable deduction for work already carried out.
Cleaners EC1 may cancel or postpone a booking if access is not available, if the property is unsafe, if severe weather or transport disruption makes attendance impracticable, or if there is an event beyond our reasonable control. In such cases, we will make reasonable efforts to offer an alternative appointment. We are not responsible for losses arising from cancellations or delays caused by circumstances outside our control, provided we take reasonable steps to minimise disruption and communicate the issue promptly.
If you are not present when required, fail to provide access, or ask the team to wait beyond a reasonable period, the appointment may be treated as a late cancellation or aborted visit. In these circumstances, the full service fee or a reasonable proportion of it may still be charged. Where keys, access devices, or entry instructions are provided, you confirm that you have authority to do so and that they can be used safely and lawfully for the agreed service.
Late Changes and Rebookings
We understand that plans can change, but repeated short-notice alterations may affect service quality and availability. Any request to move a booking is subject to availability and may require a revised price if the appointment is transferred to a higher-demand period or if the scope of work changes. If you request significant amendments, such as a change from standard cleaning to deep cleaning or from one room to a full property clean, we may treat the request as a new booking rather than an alteration.
3. Liability and Limitations
We will provide our services with reasonable care and skill. However, cleaning work involves varied surfaces, materials, and property conditions, and some items may be fragile, age-sensitive, or improperly fixed. You should tell us in advance about delicate surfaces, loose fittings, specialist finishes, or items requiring special handling. We are not liable for pre-existing damage, hidden defects, or normal wear and tear revealed during cleaning.
To the fullest extent permitted by law, our liability for loss or damage arising from a service fault is limited to the amount paid for the relevant booking or such other amount as may be required by applicable law. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. Nothing in these terms affects your statutory rights as a consumer under UK law.
Customers must remove or secure cash, jewellery, confidential documents, and other high-value or sensitive items before the service begins. While our staff will act responsibly, we cannot accept broad responsibility for items not reasonably identifiable as damaged by us. If you believe damage has occurred, you should notify us as soon as possible and provide reasonable details, including photographs where available. We may need to inspect the area or item before confirming any outcome.
4. Property Conditions, Waste, and Regulations
All waste generated during a booking must be handled in accordance with applicable UK waste rules and local property arrangements. We will only remove waste if this has been agreed in advance and if the waste is lawfully suitable for removal by a cleaning provider. Hazardous materials, sharps, biohazard waste, asbestos-related debris, chemicals requiring specialist disposal, and illegal items are excluded unless a separate specialist arrangement has been made in compliance with the law.
Any bags, packaging, or refuse produced from the cleaning work should be placed in the designated bins or collection area where reasonably possible. If the property does not have suitable disposal facilities, or if the volume of waste exceeds what would normally be expected from the booked service, we may suspend the work until a proper arrangement is made. Customers remain responsible for ensuring that waste disposal complies with landlord, building, or local authority rules where applicable.
We may refuse to handle any waste that could create a health, safety, or environmental risk. This includes contaminated materials, bodily fluids, mould-infested waste, pesticides, medical waste, and anything that requires a licensed waste carrier or specialist treatment. If such materials are present, you must disclose them before the appointment so that the correct service can be arranged. Misrepresentation of the property condition or waste type may result in termination of the visit and full charges becoming payable.
Customers are also responsible for compliance with fire safety rules, building access procedures, and any lease or tenancy conditions that affect cleaning activity or waste storage. Where our team is asked to move items, empty bins, or dispose of materials, we will do so only to the extent permitted by law and within the agreed service scope. We do not undertake illegal dumping, fly-tipping, or removal of waste that lacks the necessary permissions or documentation.
5. Complaints, Service Issues, and Remedies
If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after completion so the matter can be reviewed. We may ask for supporting information, including details of the issue and any relevant photographs. Where a valid shortfall is identified, we may offer a re-clean, partial refund, or another reasonable remedy at our discretion, depending on the nature of the problem and the facts of the booking.
A complaint will not entitle you to withhold payment for the entire service unless required by law or agreed by us in writing. If a concern arises during the visit, you should raise it promptly so that an opportunity to correct the issue may be provided. We are not responsible for dissatisfaction caused by unrealistic expectations, changes to the property after the appointment, or matters outside the agreed service scope.
Use of Materials and Equipment
Unless otherwise stated, we provide the standard cleaning materials and equipment appropriate for the booking. If you ask us to use your own products or tools, you do so at your own risk, particularly where manufacturer instructions are unclear or where the items are unsuitable for the intended task. We may decline to use products that appear unsafe, unlabelled, expired, or incompatible with the surfaces involved.
Any chemicals, machines, or accessories we use remain our property unless otherwise agreed. You must not interfere with equipment or request use in a way that creates risk. If your property has specific requirements, such as low-allergen products or surface-sensitive treatment, these should be disclosed in advance so the service can be planned appropriately.
These Terms and Conditions, together with the confirmed booking details, form the entire agreement between you and us for the relevant service. If any part is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No failure by us to enforce a term will operate as a waiver of that term in any future case.
6. Governing Law
These terms are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory consumer protections applicable in your jurisdiction will also apply where relevant and cannot be excluded by contract. Any dispute arising from or connected with these terms, the booking process, payments, cancellations, liability, or waste handling will be dealt with by the courts having proper jurisdiction in the United Kingdom.
By confirming a booking with Cleaners EC1, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They are intended to provide a fair, lawful, and transparent framework for the provision of professional cleaning services while protecting both the customer and the service provider. If a term is not consistent with applicable law, the legal requirements will prevail over the inconsistent part of the term only to the extent necessary.