Service Terms and Conditions for Cleaners Shoreditch

These Terms and Conditions set out the basis on which Cleaners Shoreditch provides domestic and commercial cleaning services within the United Kingdom. By making a booking, the customer agrees to these terms in full. They are designed to create a clear, fair, and practical agreement between the customer and the cleaning service provider. The following terms apply to one-off appointments, regular visits, and any additional cleaning work requested by the customer.

The term “customer” means the person, business, landlord, tenant, or authorised representative requesting the service. The term “service” means any cleaning task agreed in advance, including standard cleaning, deep cleaning, end-of-tenancy cleaning, office cleaning, or other bespoke work. These terms are intended to be read alongside the booking confirmation and any written service specification provided before the appointment.

We aim to deliver a professional, reliable, and consistent service. However, the exact outcome may depend on the condition of the premises, the available time, access to water and electricity, and whether appropriate materials are present on site. The scope of work must be agreed before the appointment where possible, especially for specialist or larger-scale cleaning jobs.

1. Booking process

Bookings may be made by phone, email, online form, or through any approved booking channel. A booking is not confirmed until the customer receives confirmation and, where required, any deposit or prepayment has been received. All booking details should be checked carefully by the customer, including the address, date, time, service type, and any special instructions. Cleaners Shoreditch is entitled to rely on the information supplied by the customer when preparing for the appointment.

The customer must ensure that the service requested has been described accurately. If the property includes hazardous conditions, restricted access, fragile fixtures, pet-related contamination, or specialist surfaces, this must be disclosed in advance. Failure to do so may result in the appointment being amended, delayed, or cancelled, with charges applied as permitted under these terms.

2. Payments and pricing

Prices are normally based on the type of service, size of the property or premises, estimated duration, condition of the area to be cleaned, and any agreed extras. Unless stated otherwise in writing, all prices are quoted in pounds sterling and may be subject to VAT where applicable. Quotes are generally estimates based on the information available at the time. If the actual work required differs significantly from the description given, the final price may be adjusted to reflect the revised scope.

Payment is due in accordance with the invoice or confirmation provided. For certain bookings, payment may be required in advance or on completion of the service. Cleaners Shoreditch may request a deposit to secure a date and time, especially for larger or specialist jobs. Deposits are usually non-refundable unless the company cancels the appointment or unless otherwise stated in writing.

If payment is not made on time, the company may suspend further work, refuse future bookings, and recover reasonable administrative or debt recovery costs where permitted by law. The customer is responsible for ensuring that card details, bank transfer instructions, or other payment arrangements are completed correctly. Any chargeback or payment dispute that is raised without valid grounds may be treated as a breach of contract.

3. Cancellations, rescheduling, and access

Customers may cancel or reschedule a booking by providing reasonable notice. Cancellation periods may vary depending on the type of service, and any minimum notice stated at the time of booking will apply. If a customer cancels with insufficient notice, a cancellation fee may be charged to cover allocated time, travel, staff scheduling, and administrative costs. Where a deposit has been taken, it may be retained in full or in part if the cancellation is late or unjustified.

Where the customer asks to reschedule, the company will try to accommodate the change, but availability cannot be guaranteed. If the property is inaccessible, if entry is refused, or if the customer is absent at the agreed time and no prior arrangement has been made, the appointment may be treated as a late cancellation. Any wasted journey costs or minimum call-out charges may also apply where stated in advance.

4. Service standards and limitations

The company will use reasonable skill and care in performing the cleaning service. However, the customer acknowledges that some surfaces, materials, stains, or fittings may be too delicate, old, damaged, or unsuitable for certain treatments. The service does not include any task that would be unsafe, unlawful, or beyond the agreed scope. Where a task is excluded, the cleaner may either decline the work or carry it out only with the customer’s express agreement and on the understanding that no guarantee is given for the result.

Unless otherwise agreed, the service does not include moving heavy furniture, handling biohazardous materials, lifting dangerous items, cleaning areas with active infestation, or dealing with structural damage. The customer must provide a safe working environment. If the cleaner reasonably believes the premises are unsafe, the service may be postponed or stopped without liability for any resulting inconvenience.

Any special instructions should be confirmed before the appointment begins. If the customer wants particular products used or excluded, this should be made clear in advance. The company may refuse to use products that are unsuitable, illegal, or likely to cause damage. Cleaners Shoreditch may also refuse to handle items of exceptional value unless specific arrangements are agreed in writing.

5. Liability and customer responsibilities

To the maximum extent permitted by law, the company is not liable for loss or damage arising from inaccurate information provided by the customer, pre-existing defects, hidden faults, unsuitable materials, or the ordinary wear and tear of cleaning. The customer is responsible for securing valuables, cash, jewellery, confidential documents, and fragile items before the appointment begins. The company will not accept liability for items left unsecured in an accessible area unless the loss was caused by proven negligence on the part of the cleaner.

The customer must also ensure that pets are safely controlled and that children or other occupants do not interfere with the work. Any damage must be reported as soon as reasonably possible after discovery. Claims should include clear details and, where available, photographs of the issue and the affected area. Failure to notify the company promptly may affect the ability to investigate the matter fairly.

The company’s liability for any claim arising out of the service, whether in contract, tort, or otherwise, will be limited to the amount paid for the relevant service, except where such limitation is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

6. Waste regulations and disposal

Where cleaning work produces waste, the customer remains responsible for lawful disposal unless the service expressly includes removal. The company will handle waste in accordance with applicable UK waste regulations and will not remove items that are classified as hazardous, clinical, electrical, or regulated waste unless specific lawful arrangements have been made in writing. This includes, without limitation, asbestos, needles, bodily fluids, chemical containers, and similar materials that require specialist treatment.

If waste removal is included in the booked service, the customer must accurately describe the items to be removed. Additional charges may apply for heavy, bulky, or unusual waste, and the company may decline to collect items that could create legal, safety, or environmental risks. The customer agrees not to ask the cleaner to dispose of any item unlawfully or in a way that breaches local authority rules, environmental duties, or workplace safety requirements.

The company reserves the right to stop work and leave the premises if prohibited waste is discovered unexpectedly. In such cases, the customer may still be charged for time spent on site and any reasonably incurred costs. The customer also agrees to indemnify the company against losses, fines, or claims arising from undisclosed hazardous waste or unlawful disposal instructions provided by the customer.

7. Complaints, re-cleaning, and service issues

If the customer believes the service has not been completed in line with the agreed scope, they should notify the company within a reasonable period after the appointment. The company may request access to the property to inspect the issue and, where appropriate, may offer a re-clean or another reasonable remedy. Any re-clean will normally be limited to the original service area and the original scope of work.

Cleaners Shoreditch will not provide a refund or re-clean where the complaint relates to tasks that were not included in the booking, areas that were inaccessible, or results affected by conditions outside the cleaner’s control. The company will act fairly and professionally when reviewing any complaint. Nothing in this section limits the customer’s statutory rights where applicable.

8. Termination and suspension

The company may refuse, suspend, or terminate service if the customer breaches these terms, behaves abusively, provides false information, fails to pay, or creates an unsafe working environment. The company may also terminate a booking if continuing would be unlawful or impractical. In such circumstances, any payment already made may be retained or partially refunded depending on the amount of work completed and the reason for termination.

9. Governing law and general provisions

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer rules provide otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

The company may update these terms from time to time to reflect legal, operational, or administrative changes. The version in force at the time of booking will apply to that booking unless a later change is agreed in writing. By proceeding with a reservation, the customer confirms that they have read, understood, and accepted these terms and conditions for Shoreditch cleaners services.