Edgware Cleaners Service Terms and Conditions
These Service Terms and Conditions apply to all domestic and commercial cleaning services provided by Edgware Cleaners, including one-off visits, regular cleaning arrangements, specialist tasks, and any related consumables or supplementary services agreed in advance. By making a booking, confirming an estimate, or allowing access for a cleaning appointment, the customer agrees to these terms. They are intended to set clear expectations for both parties and to support a fair, transparent, and professional service relationship. These terms should be read alongside any service-specific scope, quotation, or written confirmation that forms part of the booking.
Definitions in this document are provided for clarity. “We”, “us”, and “our” refer to Edgware Cleaners. “Customer”, “you”, and “your” refer to the person, business, or organisation receiving the service and responsible for payment. “Property” means the premises, rooms, access areas, fixtures, and surfaces where the cleaning service is delivered. Where a booking is made on behalf of another person or organisation, the person placing the booking confirms that they have authority to do so and accept responsibility for compliance with these terms.
These conditions are designed to apply in a reasonable way and do not affect any rights that cannot legally be excluded under UK law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force. No variation to these terms is effective unless confirmed in writing by us. Any reference to a cleaning appointment includes the date, time window, and the agreed scope of work. Any reference to services includes labour, standard equipment, and any materials included in the quoted price.
Booking Process Bookings may be made by phone, email, online form, message, or any other method we make available from time to time. A booking is only confirmed when we have accepted the request and, where applicable, received any required deposit, booking fee, or written confirmation of the agreed scope. The customer must provide accurate information about the Property, access, parking restrictions, service requirements, and any hazards that may affect the work. This includes details of pets, fragile surfaces, water supply issues, access codes, alarm systems, and any areas that should not be cleaned or entered.
We may provide an estimate or quotation based on the information supplied by the customer. Unless expressly stated otherwise, estimates are not fixed prices and may be adjusted if the actual conditions, size, level of soiling, or scope of the work differ from what was described at the time of booking. If additional tasks are requested on the day, we may agree to carry them out at an extra charge, provided the customer authorises the change. We reserve the right to decline or suspend any booking if the Property is unsafe, the information supplied is materially inaccurate, or the requested work is outside our service range.
The customer must ensure that access is available at the agreed time. If we are unable to enter the Property because keys are unavailable, access instructions are incorrect, the customer is absent where attendance is required, or the Property is otherwise inaccessible, the appointment may be treated as a late cancellation or failed visit. We may also ask the customer to remove or secure items that could be damaged during normal cleaning. Valuable items, cash, jewellery, documents, medicines, and sensitive records should be stored safely before the appointment begins. Any special instructions should be given in advance and confirmed clearly.
Payments Payment terms will be stated in the quotation, booking confirmation, or invoice. Unless otherwise agreed in writing, payment is due on completion of the service or within the payment period shown on the invoice. We may require advance payment or a deposit for recurring services, large jobs, specialist cleaning, or first-time appointments. Accepted payment methods may include bank transfer, card payment, or other methods notified by us. Where a recurring arrangement exists, the customer remains responsible for all charges arising under the booked schedule until the arrangement is cancelled in accordance with these terms.
All prices are quoted in pounds sterling and, where applicable, may be exclusive of VAT unless otherwise stated. Any taxes or government-imposed charges that apply will be added in accordance with the law. If payment is not received on time, we may charge reasonable late-payment fees, suspend future services, or recover collection costs to the extent permitted by law. The customer is responsible for any bank charges, failed payment fees, or charges arising from reversed transactions where the reversal is not due to our error. We reserve the right to amend pricing for future appointments with reasonable notice.
Cancellation and Rescheduling The customer may cancel or reschedule a booking by giving notice within the period set out in the booking confirmation. If no period is specified, a minimum of 24 hours’ notice should be given for standard appointments. For larger, specialist, or recurring services, a longer notice period may be required and will be communicated at the time of booking. If the customer cancels late, we may charge a cancellation fee that reflects the reserved time, staffing, and preparatory costs. This may include the full service charge where cancellation prevents us from offering the slot to another customer.
We may cancel, delay, or reschedule an appointment due to staff illness, transport disruption, unsafe conditions, severe weather, equipment failure, or any event beyond our reasonable control. Where possible, we will give notice and offer an alternative time. We are not liable for indirect loss arising from a lawful cancellation or rescheduling, but if payment has been taken for a service we cannot provide, we will arrange a refund or credit in line with the circumstances and the law. Repeat missed appointments, repeated late cancellations, or persistent failure to provide access may lead to termination of the service arrangement.
Service Standards and Customer Responsibilities We will carry out the work with reasonable skill and care and in accordance with the agreed scope. The customer must prepare the Property reasonably for cleaning, including providing access to water, electricity, and safe entry to the areas to be cleaned. Where items need to be moved, we may do so only where it is safe and practical. Heavy furniture, fixed appliances, delicate fittings, and items with concealed risk may be excluded unless expressly agreed. The customer should notify us of any known defects, pre-existing damage, or areas requiring special attention before the service begins.
The customer is responsible for ensuring that the Property complies with basic safety requirements and that no person or animal present at the premises interferes with the cleaning process. If children, pets, or visitors may interfere with the work, the customer should take appropriate precautions. We may pause or stop work if we consider that continuing would create a risk to health, safety, or property. In such cases, the service may still be chargeable for the time already spent and any reasonable costs incurred. Any instructions that conflict with health and safety requirements may be refused.
Liability Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law. Subject to that, our liability for loss or damage arising from the services is limited to the amount paid or payable for the relevant service, except where a different limit is required by law. We will not be responsible for indirect or consequential loss, loss of profit, loss of business, or losses resulting from circumstances outside our reasonable control. This includes pre-existing defects, structural issues, or damage caused by faulty fixtures or unstable surfaces.
Before work starts, the customer should remove or protect items of particular value, importance, or fragility. We do not accept responsibility for items that are not reasonably foreseeable as part of the cleaning environment or that were left in a vulnerable location contrary to advice. Where damage is alleged, the customer must notify us as soon as reasonably practicable and in any event within a reasonable period after the service. We may request photographs, access to inspect the item, and reasonable cooperation to assess the issue. Any claim must be supported by evidence that the damage was caused by our negligence and not by wear and tear, hidden weakness, or unsuitable placement.
Complaints and Rectification If the customer believes that part of the service was not completed to a reasonable standard, they should notify us promptly so we can review the matter. Where appropriate, we may offer a revisit, partial re-clean, or other reasonable remedy. Any remedy will be assessed against the agreed scope, the condition of the Property, and the information available at the time. A request for rectification does not create any admission of liability. If access is denied for a revisit or if the issue cannot be reasonably remedied, the original service charge may remain payable. We aim to deal with concerns fairly and in a proportionate manner.
Waste Regulations and Disposal The customer is responsible for ensuring that any waste generated by the Property is handled in compliance with applicable UK waste regulations unless we have expressly agreed to remove or dispose of waste as part of the service. Ordinary cleaning waste such as cloths, disposable materials, and minor residue may be bagged and placed in the customer’s designated waste receptacle where appropriate. We do not remove hazardous waste, clinical waste, asbestos, needles, sharps, chemicals, or other controlled materials unless specifically licensed and contractually agreed to do so, which is uncommon and subject to separate terms.
If the service includes removal of bulky or unusual waste, the customer must disclose the nature of the waste in advance. We may refuse to handle any item that could create a legal, environmental, or health and safety risk. The customer must not ask us to dispose of materials in a way that would breach the Environmental Protection Act 1990, waste duty-of-care requirements, or any other applicable legislation. Where we agree to transport waste, title and responsibility for the waste only pass to us if lawful transfer arrangements are properly completed. We may keep records necessary to demonstrate lawful disposal arrangements.
Access, Property Conditions, and Unforeseen Issues The customer should ensure that the Property is in a condition that allows the service to be delivered efficiently. We are not responsible for delays caused by poor lighting, insufficient utilities, unsafe flooring, excessive clutter, or blocked access routes. If we discover hidden damage, pest infestation, mould, or other issues that make cleaning unsafe or impractical, we may stop the work and advise the customer that specialist treatment may be required. Any such issue may affect pricing, timing, or the scope of the service. We will act reasonably and proportionately when making these decisions.
Termination and Suspension We may suspend or terminate a service arrangement where the customer fails to pay, repeatedly cancels late, provides inaccurate information, behaves abusively, or creates unsafe conditions. We may also do so if continued performance would breach law, regulation, or insurance requirements. The customer may terminate a recurring arrangement by giving the notice required in the booking confirmation or, if none is specified, reasonable notice. Termination does not affect rights and obligations that have already accrued, including unpaid charges, cancellation fees, or liabilities arising before the termination date.
Data, Confidentiality, and Property Security In the course of providing services, we may handle personal information necessary to manage bookings, invoicing, access arrangements, and service records. Such information will be handled in accordance with applicable data protection law and our internal procedures. Any access codes, keys, or security instructions provided by the customer will be used only for the purpose of carrying out the booked service. We will take reasonable care to protect keys and confidential information, but the customer remains responsible for ensuring that any security arrangements are appropriate and up to date. We may refuse unsafe or overly intrusive instructions where they create an unreasonable risk.
Governing Law These Terms and Conditions, and any dispute or claim arising from them or the services supplied, 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 mandatory law provides otherwise. If a dispute cannot be resolved amicably, both parties agree to act reasonably and to try to resolve matters promptly and in good faith before starting formal proceedings. These terms represent the full agreement between the customer and Edgware Cleaners in relation to the relevant service unless a written variation is agreed.
