Terms and Conditions for Cleaning Services
These Terms and Conditions govern the provision of domestic and commercial cleaning services by Cleaners Enfield and apply to all bookings, quotations, work instructions, and service agreements entered into with customers. By making a booking, confirming a quote, allowing access to the property, or accepting the start of work, the customer agrees to be bound by these terms. In these terms, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer, client, or person acting on behalf of the property owner or occupier. Cleaning services may include regular cleaning, deep cleaning, end-of-tenancy cleaning, one-off specialist cleaning, and related tasks agreed in advance. Any variation to these terms must be agreed in writing unless required by law.
We aim to provide a reliable and professional service. However, the exact scope of work depends on the service booked, the condition of the premises, access arrangements, the time allocated, and any special instructions provided before the appointment. The customer is responsible for ensuring that the property is safe for cleaning and that any limitations, hazards, fragile items, or restricted areas are clearly communicated. If instructions are unclear or incomplete, we may rely on our reasonable judgment, and any additional work needed outside the agreed scope may be charged separately. These terms are intended to create clarity for both sides and to reflect standard UK service practice for a cleaning company operating under consumer and business law.
By booking our service, you confirm that you have authority to arrange the cleaning of the relevant property and that all information supplied is accurate. If you are acting on behalf of a landlord, tenant, managing agent, business owner, or another third party, you confirm that you have the necessary permission to do so. We may decline or suspend service if the property, requested work, or payment arrangements are unsuitable, unlawful, unsafe, or materially different from what was described at the time of booking.
Booking Process
Bookings may be requested by phone, email, message, online form, or any other method we make available. A booking is not confirmed until we have accepted it and provided written or recorded confirmation of the date, time, service type, estimated duration, and any agreed price or pricing basis. We may ask for photos, a property description, access information, or further details before confirming the appointment. Where an estimate is given, it is based on the information supplied and may change if the actual condition, access, or workload differs materially. Any time slot provided is an estimate, and we will use reasonable efforts to attend within the agreed period.
For recurring or scheduled cleaning services, we may agree a regular visit pattern and may adjust dates where public holidays, staff availability, weather, access issues, or other operational matters require it. If key details change after booking, including the property size, cleaning requirements, address, access arrangements, or occupancy status, you must notify us as soon as possible. We reserve the right to amend the quotation, revise the schedule, assign different staff, or cancel the booking where the change materially affects the service. Any special instructions must be provided in advance and clearly enough to be understood and actioned without ambiguity.
For safety and quality reasons, you should ensure that the premises are reasonably accessible and ready for cleaning at the agreed time. This includes making available any keys, access codes, parking arrangements, entry instructions, and necessary permissions. If we cannot gain access, or if access is delayed or restricted for reasons beyond our control, we may charge for waiting time, a failed visit, or travel costs where appropriate and lawful. We may also refuse to commence work if conditions are unsafe, unsanitary, or likely to expose staff, property, or others to unreasonable risk.
Payments and Charges
Prices may be quoted as fixed fees, hourly rates, or estimated charges depending on the type of service requested. Unless stated otherwise, all prices are exclusive of any applicable taxes or fees required by law. The final amount payable may change if additional tasks are requested, the service takes longer than expected due to the condition of the premises, or the agreed scope is expanded during the visit. We will normally explain any material increase before continuing where reasonably practicable. If you request a service outside standard hours, on short notice, or requiring specialist products or equipment, a surcharge may apply.
Payment terms will be confirmed at or before booking and may include payment in advance, payment on completion, or a deposit. Where a deposit is required, the booking may not be secured until the deposit has been received in full. Unless otherwise agreed, invoices are payable immediately on receipt or within the stated payment period. We may accept card payment, bank transfer, or other approved methods, but we are not obliged to accept cash or personal cheques. If payment is not made on time, we reserve the right to suspend further work, withhold future bookings, charge lawful recovery costs, and pursue unpaid sums through appropriate legal channels.
If you dispute an invoice, you must notify us promptly and provide reasonable details of the issue. Undisputed amounts must still be paid by the due date. Where a service has been completed and the dispute relates only to part of the charge, you must pay the undisputed portion while the matter is reviewed. We may retain records of quotations, messages, attendance times, and work notes to support invoicing and service administration. Any discounts, promotions, or special rates are offered at our discretion and may be withdrawn or varied for future bookings.
Cancellations, Rescheduling, and Delays
If you need to cancel or reschedule a booking, you should notify us as soon as possible. Cancellations made within the notice period specified at booking may not incur a charge, but late cancellations or same-day cancellations may be subject to a fee to cover reserved labour, administration, or travel. For larger jobs, regular appointments, or specialist cleaning company bookings, a longer notice period may apply. If we have already allocated staff, prepared equipment, or travelled to the property, we may charge a reasonable proportion of the agreed fee or any non-refundable costs lawfully incurred.
We may also need to reschedule or cancel a booking due to staff sickness, severe weather, transport disruption, safety concerns, equipment failure, or circumstances beyond our reasonable control. In such cases, we will try to notify you as soon as practicable and offer an alternative appointment where available. We will not be liable for losses arising from a delay or cancellation caused by events outside our control, provided we act reasonably and make efforts to minimise disruption. If the service is rescheduled, the original booking terms may remain applicable unless we agree otherwise.
If access is refused, the premises are not ready, utilities needed for the service are unavailable, or the property conditions are materially different from those described, we may treat this as a late cancellation or failed appointment. Repeated cancellations, unreasonable changes, abusive behaviour, or non-cooperation may lead us to end the service relationship without further obligation. Any refund, if due, will be made using the same payment method where reasonably possible and subject to lawful deductions for services already delivered or costs properly incurred.
Liability and Service Standards
We will perform services with reasonable skill and care and in accordance with applicable UK law. However, cleaning work is not risk-free, and certain surfaces, materials, finishes, fixtures, fabrics, and items may be delicate, worn, or unsuitable for aggressive treatment. We are not responsible for pre-existing damage, poor workmanship by others, hidden defects, structural weaknesses, or deterioration caused by age, improper maintenance, or unsuitable materials. The customer should remove or secure valuables, cash, jewellery, irreplaceable items, and fragile possessions before the appointment unless otherwise agreed in writing. Where items are left in place, we will handle them carefully but cannot guarantee against accidental damage if the item is unstable, defective, or improperly secured.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under the Unfair Contract Terms Act 1977, the Consumer Rights Act 2015, or any other applicable law. Subject to that, our total liability for loss or damage arising from a booking will generally be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. We will not be liable for indirect, consequential, or purely economic losses such as loss of profit, loss of opportunity, or business interruption unless such liability cannot legally be excluded.
If you believe damage has occurred, you must notify us as soon as reasonably possible and no later than a reasonable period after discovery. You should preserve the affected item or area where practical and provide photos, a description, and any supporting information we reasonably request. We may inspect the issue, request an opportunity to remedy it, or involve a third-party assessor if appropriate. Failure to provide timely notice or reasonable cooperation may affect any claim. Cleaners Enfield may, at its discretion and without admission of liability, offer re-cleaning, repair contribution, or replacement value consideration where fair and proportionate.
Waste, Materials, and Environmental Compliance
Cleaning often produces waste such as packaging, disposable cloths, gloves, paper towels, and removed debris. Unless otherwise agreed, we will collect and dispose of only the waste directly generated by our own work and in a manner consistent with applicable waste regulations. The customer remains responsible for household, trade, or pre-existing waste unless a separate removal arrangement has been confirmed. We will not remove hazardous, clinical, electrical, asbestos-related, or prohibited waste unless we are specifically authorised, properly equipped, and legally able to do so. Any such request must be disclosed in advance and may be refused.
We expect customers to comply with their own duties under environmental and waste laws. This includes presenting waste lawfully, segregating restricted materials where required, and not asking staff to transport items they are not permitted to handle. If we discover hazardous contamination, sharps, bodily fluids, mould, pests, or other unsafe materials not disclosed before the visit, we may stop work immediately and charge for time spent, cleaning already completed, or protective measures reasonably required. Where specialist disposal is necessary, additional fees may apply and the work may be referred to a qualified contractor if appropriate.
Any cleaning products, equipment, or consumables supplied by us remain our property unless expressly transferred. You must not tamper with, reuse, or dispose of our equipment without permission. If you supply your own products, you are responsible for their suitability and safety unless we have agreed to use them. We may decline to use a product that appears unsafe, expired, improperly labelled, or unsuitable for the surface to be cleaned. We also reserve the right to use professional products and methods that we consider appropriate for the task, subject always to legal and safety requirements.
Complaints, Termination, and Governing Law
Any complaint about the service should be raised promptly so that we have a fair opportunity to investigate and, where possible, correct the issue. We may ask for details, photographs, and access to inspect the relevant area. If the complaint is justified, we may offer a re-clean, partial refund, or another reasonable remedy. This does not limit any statutory rights you may have as a consumer. We reserve the right to suspend or terminate service where payment is overdue, access is repeatedly obstructed, staff are subjected to abuse, the premises are unsafe, or the customer materially breaches these terms.
We may update these Terms and Conditions from time to time. The version in force at the time of booking will generally apply to that booking, unless a change in law requires immediate amendment. If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be treated as removed to the minimum extent necessary, and the remainder will continue in effect. No failure or delay by us in enforcing any right will operate as a waiver of that right.
The contract, and any dispute or claim arising out of or in connection with it, 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, except where consumer law provides otherwise. These terms are intended to be fair, lawful, and practical for customers using cleaning services, and they form part of the agreement between you and us for each accepted booking.
