Terms and Conditions for Cleaning Services

These Terms and Conditions set out the basis on which Cleaners E1 provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are designed to create a clear and fair arrangement for both parties. They apply to all standard cleaning appointments, one-off cleans, recurring cleaning services, specialist add-ons, and any related tasks agreed in writing or confirmed through the booking process. For the avoidance of doubt, these terms form the whole agreement between the customer and the cleaning company unless a separate written contract states otherwise.

The purpose of these terms is to explain how a booking is made, how payments are handled, what happens if an appointment is changed or cancelled, and how liability is managed if something goes wrong. They also explain the expectations around waste disposal, access to premises, and the general legal framework governing the service. Customers are encouraged to read the full document carefully before confirming any appointment with Cleaners E1.

If any part of these terms is unclear, the customer should ask for clarification before the service begins. By proceeding with a booking, the customer confirms that they understand and accept these terms, including any service-specific instructions that may apply to the selected cleaning package.

1. Booking Process

Bookings may be made through an agreed booking channel and are only considered confirmed once the relevant details have been reviewed and accepted. A valid booking must include the service address, the requested date and time, the type of cleaning required, and any special instructions that may affect the work. The company may also ask for information about property size, access arrangements, pets, parking restrictions, or items that need to be handled with care.

All appointments are subject to availability. A requested time slot may need to be adjusted if the service cannot be delivered safely, lawfully, or within the expected timeframe. Where a quote is provided before the visit, it will generally be based on the information supplied by the customer. If the property or task differs from the description given at the time of booking, the price, duration, or scope of work may be revised before the service starts.

It is the customer’s responsibility to ensure that the booking details are accurate. The company is not responsible for delays, reduced service quality, or additional charges caused by incomplete or incorrect information. Cleaners E1 may refuse or reschedule a booking if access is unsafe, the requested service is outside the agreed scope, or the customer fails to provide reasonable cooperation.

In some cases, the company may request confirmation of identity, proof of occupancy, or other reasonable checks before accepting a booking. This helps ensure that services are provided to the correct address and under appropriate conditions. The company may also decline recurring work where the arrangement cannot be delivered consistently or where repeated changes make scheduling impractical.

Arrival windows are estimates rather than fixed guarantees, although every effort will be made to attend within the agreed period. Factors such as travel disruption, prior appointments running over, weather, or access issues may affect timing. If a significant delay occurs, the customer will be informed as soon as reasonably possible and a revised time may be offered.

Where the service includes keys, alarms, entry codes, or other access arrangements, the customer must ensure that these are supplied in a secure and reliable manner. The customer is responsible for obtaining any permission required from landlords, managing agents, building operators, or other relevant parties before the cleaning service begins.

2. Payments and Charges

Prices may be stated as hourly rates, fixed fees, or bespoke quotations depending on the type of work requested. Unless otherwise agreed, all charges are due in accordance with the payment instructions provided at the time of booking or on completion of the service. Additional work requested on site may incur extra charges if it falls outside the original booking or requires more time, materials, or specialist handling.

Payments must be made in full and on time. The company may require advance payment, a deposit, or payment on the day, depending on the nature of the booking. If payment is not made when due, the company may suspend future services, charge reasonable recovery costs, or cancel the booking without liability for any resulting inconvenience. Any discounts, promotional offers, or package rates are subject to the conditions stated at the time they are offered.

Service charges may change from time to time to reflect seasonal demand, labour costs, or changes in the scope of service. However, any confirmed booking will normally be charged at the rate agreed at the time of confirmation, unless the customer alters the request or supplies information that materially affects the price. Where a dispute arises about a charge, the customer should raise it promptly so that it can be reviewed in a fair and timely manner.

3. Cancellations, Rescheduling, and Access Issues

The customer may cancel or reschedule a booking by giving reasonable notice. A cancellation fee may apply if the notice period is short or if resources have already been allocated to the appointment. This includes situations where staff have been scheduled, equipment has been prepared, or travel has already commenced. The exact fee may depend on the timing of the cancellation and the nature of the service booked.

If the customer is not present when required, does not provide access, or fails to ensure that the property can be entered safely, the booking may be treated as a late cancellation or a missed appointment. In such cases, the full fee or a reasonable portion of it may be charged. The same approach may apply where the customer does not remove obstacles, secure pets, or provide the conditions necessary for work to proceed safely.

The company may reschedule or cancel a booking if staff safety, property conditions, extreme weather, illness, or other unforeseen events make attendance impractical. Where this happens, the customer will be notified and, where possible, offered an alternative appointment. Cleaners E1 will not be liable for indirect loss caused by a legitimate cancellation or rescheduling, provided reasonable notice is given where circumstances allow.

If a customer repeatedly cancels, frequently changes the booking details, or fails to cooperate with reasonable access requests, the company may decline further appointments. This protects service quality and ensures that resources are used fairly across all bookings. Any decision to refuse future work will be made in a reasonable manner and without discrimination.

4. Liability and Service Standards

The company will take reasonable care and skill when delivering cleaning services. However, cleaning work involves practical risks, and some items, surfaces, or materials may be fragile, old, stained, poorly fixed, or otherwise susceptible to damage despite careful handling. The customer should notify the company in advance of any particularly delicate, valuable, or hazardous items that require special attention or should not be cleaned at all.

To the fullest extent permitted by law, Cleaners E1 will not be responsible for loss or damage caused by pre-existing defects, hidden faults, unsuitable instructions, or items that are already unstable or improperly installed. This includes damage to items that are not suitable for standard cleaning methods, unless the company has expressly agreed in writing to handle them in a different way.

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 UK law. Where liability is accepted, any remedy will normally be limited to the reasonable cost of repair, replacement, or re-performance of the relevant part of the service, subject to evidence and proportionality.

Limitations and Customer Responsibilities

The customer is responsible for safeguarding items of particular value, sentimental importance, or special fragility. Where possible, such items should be removed, secured, or clearly identified before the service begins. The company is not liable for ordinary wear and tear, pre-existing marks, or minor differences in appearance that may arise from standard cleaning techniques.

The customer must also ensure that the property is in a condition that allows the service to proceed safely. This includes providing working utilities where needed, ensuring that dangerous substances are stored correctly, and warning the company about any health and safety risks. If the environment is unsafe, the company may suspend work until the issue is resolved or may withdraw from the appointment altogether.

Any claim for loss or damage should be raised as soon as reasonably possible after discovery, with supporting details and evidence where available. Delayed reporting may make it difficult to investigate the issue fairly and may affect the ability to resolve the matter.

Customers should also note that certain results depend on the age, condition, and composition of surfaces or fabrics. Some marks, limescale, grout discolouration, ingrained dirt, or odours may not be removable using standard cleaning methods. The company does not guarantee restoration to a like-new condition unless this has been specifically agreed in writing as part of a specialist service.

5. Waste Regulations and Disposal

All waste generated during the service must be managed in accordance with applicable UK waste rules and site-specific requirements. The company may remove ordinary waste produced during the cleaning process only where this has been agreed in advance and where doing so is lawful and practical. The customer remains responsible for any waste that requires special handling, including clinical waste, sharps, asbestos-related material, chemicals, confidential documents, electrical goods, or other regulated items.

Where waste is handled by the company, it will be separated and disposed of responsibly, and the customer must provide accurate information about any item that may be hazardous or restricted. The company may refuse to remove or touch any waste that is unsafe, illegal to transport, or likely to require a licensed specialist contractor. If such items are found unexpectedly, the service may be paused until a safe plan is agreed.

The customer must not ask the company to dispose of materials in a way that would breach environmental, local authority, or transport regulations. If waste transfer notes, consignment documentation, or other records are required, the customer must cooperate with reasonable requests. The company may charge extra for handling, loading, transporting, or disposing of waste where this forms part of an agreed additional service.

6. Governing Law and General Terms

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force so far as legally possible.

No delay or failure by the company to enforce any term shall operate as a waiver of that term or any other right. The company may update these terms from time to time, but the version in force at the time of booking will apply to that booking unless a change is required by law. Any variation agreed between the parties should be recorded in writing or otherwise confirmed in a durable form.

By booking a service with Cleaners E1, the customer confirms that they have read, understood, and accepted these Terms and Conditions. These terms are intended to support a professional, transparent, and reliable cleaning service while protecting the interests of both the customer and the company.