Terms and Conditions for Cleaners Brixton

These Terms and Conditions set out the basis on which Cleaners Brixton provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming a service request, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear, fair, and practical arrangement between the client and the cleaning provider. For the purposes of these terms, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer receiving the service.

These terms apply to regular cleaning, one-off cleaning, deep cleaning, end-of-tenancy cleaning, and other related cleaning appointments unless a separate written agreement states otherwise. Nothing in these terms affects your statutory rights under UK law. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

1. Booking Process

Bookings may be made through the methods we make available from time to time, including online request forms, email, or telephone arrangement where offered. A booking is not confirmed until we have accepted the service request and, where required, received any deposit or advance payment. We may ask for details about the property, type of cleaning required, approximate size, access arrangements, and any special instructions before confirming availability.

When you request a service from Cleaners Brixton, you must ensure that all information supplied is accurate and complete. This includes the property address, preferred date and time, parking or access restrictions, and any known cleaning concerns. If incorrect or incomplete information leads to extra time, additional costs, or the need to reschedule, we reserve the right to adjust the booking price accordingly.

We will usually provide an estimated duration and price based on the information given at the time of booking. Any estimate is given in good faith, but the final time required may vary depending on the condition of the property and the actual work needed. Where a quote is based on a fixed scope, significant changes to that scope may require a revised quotation. Booking confirmation does not guarantee the availability of a specific cleaner, although we will try to maintain continuity where possible.

If you require access to the property to be arranged in a particular way, you must tell us in advance. Keys, fobs, codes, alarms, or concierge instructions must be provided safely and accurately. We are not responsible for delays caused by failed access, incorrect instructions, or the absence of someone authorised to allow entry. If our team cannot begin work because access is not available, a cancellation fee may apply.

2. Service Scope and Customer Responsibilities

Our cleaning services are carried out with reasonable care and skill. The exact scope of work will depend on the type of appointment booked and any agreed add-ons. Unless specifically stated in writing, cleaning does not include the handling of hazardous substances, specialist restoration, pest control, dismantling of fixtures, heavy lifting of furniture, or removal of items from lofts, cupboards, or other storage areas that are not safely accessible.

You must ensure that the property is reasonably safe for cleaning. This means removing items that are fragile, irreplaceable, valuable, or easily damaged unless you have specifically asked us to handle them and we have agreed in writing. We may decline to clean areas that present a risk to health or safety. Children, pets, and other occupants should be supervised so that they do not interfere with the service or create hazards for the team.

We are not responsible for pre-existing damage, wear and tear, defects in fittings, or deterioration that occurs because an item is old, unstable, or poorly maintained. Where surfaces, fabrics, or materials have special cleaning requirements, you must tell us before the appointment. If you fail to do so and damage occurs because a material was unsuitable for a standard cleaning process, our liability will be limited in accordance with these terms and applicable law.

3. Payments and Charges

Prices may be given as fixed rates, hourly rates, or estimates depending on the nature of the service. All charges must be paid in full by the method and by the time agreed at booking. We may require payment in advance, payment on completion, or a deposit to secure the appointment. If a deposit is taken, it will be applied against the final invoice unless stated otherwise.

All quotations are based on the information available when the quote was prepared. If the actual service varies from the booked description, or if the property requires more work than reasonably expected, we may charge an additional amount for the extra time, labour, materials, or specialist products used. Any additional costs will be explained where practical before they are incurred. Cleaners Brixton will never intentionally charge for work not carried out, but we may charge for time already spent if the service is interrupted by the customer or by circumstances outside our control.

Late payment may result in suspension of future services, cancellation of the booking, or recovery action for outstanding sums. If your payment method is declined, reversed, or cancelled after the service has been provided, you remain responsible for the outstanding balance. You are also responsible for any reasonable costs incurred in recovering unpaid amounts, including administrative fees, collection charges, or bank charges where permitted by law.

Discounts, promotions, or special offers may be subject to separate conditions, minimum booking values, or limited availability. Unless explicitly stated otherwise, promotional offers cannot be combined. Any VAT or similar tax will be charged where applicable and shown separately if required by law. We may update our prices from time to time, but changes will not affect bookings already confirmed unless the booking is altered by agreement.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving notice within a reasonable period before the appointment. The amount of notice required may vary depending on the service type and whether a deposit was paid. If you cancel too close to the appointment time, or if the team arrives and cannot complete the service because of access issues, incorrect information, or no one being present when required, a cancellation or call-out fee may be charged.

If we need to reschedule due to staff illness, severe weather, safety concerns, equipment failure, or other matters beyond our reasonable control, we will try to offer an alternative appointment. We are not liable for any indirect loss arising from a necessary reschedule, but we will act reasonably and in good faith to minimise disruption. In the event of repeated cancellations by either party, the service relationship may be reviewed and future bookings may be refused.

If you wish to change the appointment time, add extra tasks, or alter the agreed scope, we will try to accommodate the request where possible. However, changes are subject to availability and may affect the price or duration. For recurring services, you are responsible for keeping schedule updates accurate, including holiday periods or temporary access arrangements. Failure to do so may result in a missed visit being charged as a late cancellation.

5. Liability and Limitation of Responsibility

We will provide our services with reasonable care and skill, but we do not guarantee that every stain, mark, odour, or defect can be removed. Some materials and surfaces may be delicate, age-related, or unsuitable for intensive treatment. Results can vary according to the condition of the property, the type of contamination, and the cleaning products appropriate for the surface. Any advice we give about treatment methods is given in good faith, but it is ultimately your decision whether to approve the work.

Our liability for loss or damage caused by our negligence is limited to the cost of the relevant service or the cost of repairing or replacing the damaged item, whichever is lower, except where the law requires otherwise. We will not be liable for indirect, consequential, or purely economic losses, including loss of profit, loss of opportunity, or business interruption. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

If you believe an item has been damaged during the service, you must notify us as soon as reasonably possible and provide evidence of the issue. You should also take reasonable steps to reduce any further loss. Claims made long after the appointment may be difficult to verify and may not be accepted where prompt notice would have allowed the matter to be investigated properly. Where we are responsible, our preferred approach is to repair, replace, or compensate on a fair and reasonable basis.

6. Waste Regulations and Disposal

All waste handling must comply with applicable UK waste regulations and local authority requirements. We will only remove waste where this has been agreed in advance and where the waste is lawful, safe, and suitable for collection within the scope of the booked service. You must not ask us to transport or dispose of prohibited, hazardous, clinical, electrical, chemical, or contaminated waste unless we have explicitly agreed in writing and are legally permitted to do so.

Any bags, containers, or items left for disposal must be separated where required and must not contain sharps, asbestos, solvent-based chemicals, medicines, gas cylinders, or other regulated materials unless a specialist waste arrangement has been agreed. You are responsible for telling us whether waste may contain anything hazardous. If prohibited waste is discovered after work has started, we may stop the disposal element of the service and charge for time already spent. We may also report unlawful waste requests where appropriate.

We will act as a responsible waste carrier only where the law requires registration and only within the limits of our registration and operational procedures. Waste transfer, removal, and disposal may be subject to extra charges, especially if loading, sorting, or licensed disposal facilities are required. You remain responsible for ensuring that all items presented for disposal are legally suitable for collection and do not expose our team to unnecessary risk.

7. Complaints, Access, and Service Issues

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time after the appointment so that we can review the issue. We may ask for photographs, notes, or other information to help assess the matter. Where a complaint is justified, we may offer a re-clean, partial refund, or other fair remedy depending on the circumstances. This does not affect any statutory rights you may have.

We may refuse or discontinue work if a property is unsafe, if abusive or threatening behaviour occurs, or if the working conditions prevent the service from being completed properly. Our team must be treated with courtesy and respect. If the property contains biohazards, excessive clutter, structural hazards, or aggressive animals, we may withdraw for safety reasons and charge for the time already committed.

8. Governing Law and General Provisions

These terms are governed by the laws of England and Wales. Any dispute arising from or connected with the services, these Terms and Conditions, or any booking with Cleaners Brixton will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any wording in these terms is inconsistent with a legal requirement, the relevant law will prevail and the remaining wording will continue in force.

We may update these Terms and Conditions from time to time to reflect changes in our services, operational practices, or legal obligations. The version in force at the time of your booking will apply to that booking unless a later version is expressly agreed. Continued use of our services after an update will be treated as acceptance of the revised terms for future appointments.

Nothing in these terms creates a partnership, joint venture, or employment relationship between us and the customer. Headings are for convenience only and do not affect interpretation. Words in the singular include the plural and vice versa where the context allows. These terms, together with any written booking confirmation, form the entire agreement between the parties for the relevant service, unless otherwise agreed in writing.