Terms and Conditions for Cleaner Ilford

These Terms and Conditions set out the basis on which Cleaner Ilford provides domestic and commercial cleaning services. By making a booking, confirming an appointment, or allowing access to the property, the customer agrees to be bound by these terms. Please read them carefully before arranging any service. They are intended to create a clear understanding of the responsibilities of both parties, including the booking process, payment arrangements, cancellation rules, limitations of liability, waste handling requirements, and the law that applies to the agreement.

In these terms, references to “we”, “us”, “our”, or “the company” mean Cleaner Ilford, and references to “you” or “the customer” mean the person, business, landlord, tenant, agent, or other party requesting the service. These terms apply whether the cleaning service is a one-off appointment, a recurring cleaning plan, a specialist task, or a custom arrangement agreed in writing. If any part of the agreement is not clear, it should be discussed and confirmed before the work begins.

We may update these terms from time to time to reflect changes in our operations, legal requirements, or service structure. The version in force at the time of booking will generally apply to that booking unless a different version is expressly agreed in writing. If a change is required because of law or safety, the updated terms may apply immediately to future services. Nothing in these terms affects your statutory rights.

Booking Process

A booking with Cleaner Ilford is usually made by enquiry, followed by a quotation or estimate and then a confirmation. A request for cleaning does not create a binding agreement until the service, date, time, scope, and price have been accepted by both parties. We may ask for details about the property, size, condition, access arrangements, parking restrictions, special instructions, and any requirements that could affect the time needed or the equipment used.

At the time of booking, you must provide accurate and complete information. This includes the type of service required, the condition of the premises, whether pets are present, whether there are fragile items, and whether any areas should be excluded from cleaning. If the information provided is incomplete or materially inaccurate, we may revise the quotation, change the allocated time, or refuse to proceed if the service cannot be delivered safely or effectively.

Bookings are subject to availability, and the company reserves the right to decline or reschedule any appointment where the requested time is unavailable or where access, safety, or operational concerns make the booking unsuitable. A confirmed appointment may also require an arrival window rather than a fixed minute-by-minute arrival time. Where a pre-clean assessment is necessary, the final scope may be adjusted on arrival if the property condition differs from the description provided.

Service Scope and Customer Responsibilities

The service will be carried out in accordance with the agreed scope, time allowance, and any reasonable instructions given in advance. Unless specifically agreed, our staff do not move extremely heavy items, handle hazardous materials, clean areas that are inaccessible without specialist equipment, or perform tasks outside normal cleaning practice. Any additional work requested on the day may be accepted at our discretion and may be charged separately.

You must ensure that the property is reasonably prepared for cleaning and that our team has safe and unobstructed access at the scheduled time. Keys, entry codes, alarm details, or other access arrangements must be supplied accurately where relevant. If access is delayed or not provided, we may still charge for the missed visit, travel time, or lost appointment slot, especially where the booking has prevented us from offering the time to another customer.

You are responsible for securing valuables, sensitive documents, cash, jewellery, and fragile personal items before the service begins. While our cleaners will act with care, they are not responsible for items left in exposed or unstable positions. If you request that we clean around delicate possessions, the request will be carried out at your risk unless the loss or damage arises from our proven negligence.

Payments and Pricing

Prices may be quoted as an hourly rate, fixed fee, or bespoke service charge depending on the nature of the work. Any estimate given before inspection is based on the information available at that time. If the actual conditions are substantially different, the price may be revised to reflect additional labour, materials, equipment, or time. We aim to be transparent and will normally explain any change before continuing with the work where practical.

Payment terms will be confirmed at the time of booking or on the invoice. In many cases, payment is due immediately after completion of the service unless otherwise agreed. For recurring cleaning services, advance payment, periodic invoicing, or direct debit-style arrangements may apply if set out in the booking confirmation. We may request a deposit for larger jobs, specialist work, or appointments requiring reserved time or materials.

Accepted methods of payment may include bank transfer, card payment, or other methods notified in advance. All prices are stated in pounds sterling unless otherwise specified. Where VAT applies, it will be shown separately or included in the stated price, depending on the format of the quotation or invoice. Late payments may result in a suspension of future services and may incur reasonable recovery costs permitted by law. If a payment is disputed, you must raise the issue promptly and provide any supporting details so it can be reviewed.

Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or reschedule, you should notify us as soon as reasonably possible. We may apply a cancellation charge where the appointment is cancelled after the booking has been accepted, especially where we have reserved staff time, purchased materials, or turned away other work. The exact charge may depend on the notice given and the type of service booked.

Unless a different notice period is confirmed in writing, cancellations made with short notice may be charged in part or in full. If our team arrives at the property and is unable to gain access, or the appointment cannot proceed because the property is not ready, the customer may still be charged as though the visit took place. This includes situations where the address is incorrect, the contact details are incomplete, or no responsible person is available when required.

If we need to cancel or reschedule due to illness, safety issues, equipment failure, severe weather, or other circumstances beyond our control, we will take reasonable steps to offer an alternative slot. Our liability in such cases will be limited to the amount already paid for the affected service, except where the law requires otherwise. We are not responsible for any indirect loss caused by a rearranged appointment, including inconvenience, missed deadlines, or third-party costs.

Quality, Complaints, and Re-Clean Policy

We aim to provide a professional, consistent service. If you believe a service has not been completed in line with the agreed scope, you should notify us within a reasonable time after completion and provide a clear description of the concern. Where appropriate, we may offer a re-clean, partial re-clean, or another practical remedy. Any such remedy is offered without admission of liability and will be assessed on a case-by-case basis.

Complaints do not automatically entitle the customer to a refund. The appropriate response will depend on the nature of the issue, the condition of the property at the time of service, the information supplied before booking, and whether the complaint is made promptly. We may decline a re-clean if the complaint relates to areas excluded from the booking, items already damaged before our attendance, or issues caused after completion of the work.

To assess a complaint properly, we may ask for photographs, a written explanation, or access to the relevant area. Where a re-clean is agreed, the customer must allow reasonable access to complete it. The remedy offered will be the sole and exclusive remedy for the reported service issue, except where mandatory consumer law provides otherwise.

Liability and Insurance

We will take reasonable care and skill in providing our services. However, our liability is limited to losses that are a foreseeable result of our breach, negligence, or failure to perform the service with reasonable care and skill. We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

We are not liable for pre-existing damage, wear and tear, structural defects, faulty fixtures, fragile surfaces, hidden defects, inadequate maintenance, or damage caused by items that were already unstable or incorrectly installed. Where specialist treatment is needed for delicate materials such as natural stone, untreated wood, antique fittings, or sensitive electronics, you should inform us in advance. If such information is not provided, we are not responsible for damage caused by ordinary cleaning methods reasonably used on the property.

Our total liability for any claim arising from a particular service will, to the extent permitted by law, be limited to the amount paid for that service or the amount covered by our insurance, whichever is lower. We are not responsible for loss of profit, business interruption, loss of goodwill, or any indirect or consequential loss. Nothing in these terms affects your legal rights as a consumer where the law grants a remedy.

Waste Handling and Regulations

Cleaning work may produce waste such as packaging, disposable cloths, dust, general refuse, or items identified as unwanted during the service. Unless otherwise agreed, the customer remains responsible for the removal and lawful disposal of household waste and any non-routine materials. We may collect and bag ordinary cleaning waste for convenience, but we do not act as a waste carrier unless specifically stated and agreed in writing.

We comply with applicable UK waste handling rules and expect customers to do the same. Hazardous materials, sharps, biohazards, asbestos, chemicals, clinical waste, and any item regulated by special disposal requirements must be disclosed in advance and may be refused. If such waste is encountered unexpectedly, we may suspend the service and leave the area safe where reasonably possible. Additional charges may apply if specialist handling, protective equipment, or disposal arrangements are required.

You must not ask us to remove or dispose of items in a way that would breach environmental, health and safety, or waste transfer regulations. If we agree to dispose of specified items, any such agreement will be subject to legal compliance and may require written confirmation of the item type and disposal method. We reserve the right to refuse any request that could create a legal or safety risk.

Access, Safety, and Employee Welfare

We reserve the right to stop work, leave the premises, or refuse service where conditions are unsafe, abusive, unsanitary beyond the agreed scope, or otherwise unsuitable for our staff. This may include exposure to aggressive behaviour, dangerous animals, broken glass, exposed wiring, excessive clutter, or hazardous substances. In such circumstances, the customer may remain liable for the full or partial fee depending on the stage reached and the reason for stopping work.

You must take reasonable steps to protect our personnel from foreseeable risks. This includes notifying us of known hazards, ensuring pets are restrained or safely removed where necessary, and keeping children or unauthorised persons away from active cleaning areas. If our staff are asked to work in a property that is not reasonably safe, we may suspend the service until the issue is resolved. Time lost due to unsafe conditions may be chargeable.

We may use our own cleaning products and equipment or, in some cases, customer-provided products if suitable and safe. If you request the use of a specific product, you confirm that it is lawful, safe, and appropriate for the intended surface. Where we consider a product unsuitable, we may decline to use it. We are not responsible for damage caused by products supplied by the customer unless we acted negligently in using them after a clear warning should have been given or ignored.

Data Protection and Record Keeping

We may hold booking details, service notes, payment records, access instructions, and communication history for administrative, legal, and operational purposes. Any personal data will be handled in accordance with applicable data protection law. We use such information only where necessary to manage appointments, process payments, maintain records, deal with complaints, or comply with legal obligations.

We may keep photographs or written notes where they are needed to evidence the condition of the property before or after a service, to document a complaint, or to support insurance or legal claims. Such records will be treated appropriately and retained only for as long as reasonably required. You should not provide unnecessary sensitive information unless it is relevant to the service and requested by us.

Where access details such as key holding arrangements or entry codes are provided, we will take reasonable care in storing them securely. However, you remain responsible for changing codes or securing access where you believe a risk exists after the service ends. Any misuse of our records or false allegations made to avoid payment may be treated as a breach of these terms.

Termination, Suspension, and General Provisions

We may suspend or terminate services if you fail to pay, repeatedly cancel at short notice, provide misleading information, or create unsafe working conditions. We may also withdraw from an ongoing arrangement where continuing would be impractical, unlawful, or commercially unreasonable. Where termination takes place, any outstanding sums for work already completed will remain payable.

These terms form the entire agreement between the parties relating to the service unless varied in writing. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing a right will operate as a waiver of that right. Any variation must be agreed by authorised representation and, where appropriate, confirmed in writing.

Nothing in these terms creates a partnership, employment relationship, or agency relationship between the parties beyond the service agreement itself. The customer may not assign or transfer the benefit of the agreement without our consent where such consent is reasonably required. The company may assign or subcontract parts of the service where necessary to deliver the work safely and efficiently, provided the agreed standard is maintained.

Governing Law

These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings elsewhere. If any dispute cannot be resolved amicably, it will be dealt with in accordance with the applicable legal process.

For the avoidance of doubt, these terms are intended to be fair and consistent with UK consumer law. If any wording is found to conflict with a mandatory legal provision, that provision will prevail only to the extent required. The remainder of the terms will continue to apply. By proceeding with a booking, you confirm that you have read, understood, and accepted the service terms applicable to Cleaner Ilford.

These Terms and Conditions apply to all current and future bookings unless replaced or varied in writing. They are designed to give a clear framework for service delivery, payment, and responsibility while maintaining a professional standard for every cleaning appointment. Customers are encouraged to review them before confirming any booking.