Cleaners Brent Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaners Brent provides cleaning services to residential and commercial customers. By placing a booking, accepting a quotation, or allowing our operatives to access your premises, you agree to be bound by these Terms and Conditions.

References to we, us, and our mean Cleaners Brent as the cleaning services provider. References to you and your mean the customer who books or receives the services. These terms apply to all services provided in Brent and surrounding areas unless otherwise agreed in writing.

1. Service Description

Cleaners Brent provides general domestic and commercial cleaning services, including but not limited to regular housekeeping, one-off deep cleans, end of tenancy cleans, office cleaning, and related tasks agreed in advance. The exact scope of work for each booking will be as confirmed in your booking confirmation or any written quotation.

We reserve the right to refuse or discontinue any service where, in our reasonable opinion, carrying out the work would be unsafe, unlawful, or outside the agreed scope.

2. Booking Process

2.1 You may request a service by contacting us and providing accurate details of your property, the type of cleaning required, approximate size, and any particular requirements or access instructions.

2.2 A booking is only confirmed when we have provided you with a clear confirmation of the date, time, and estimated duration of the service, together with the applicable charges, and you have accepted these details.

2.3 We may carry out an assessment of the premises or ask you additional questions before confirming a booking. Quotations are based on the information you supply. If this information is incomplete or inaccurate, we may adjust the price or scope accordingly.

2.4 For certain services, such as end of tenancy or deep cleans, we may provide an estimated time and price based on typical conditions. If the condition of the property is significantly worse than described, we may revise the quotation or limit the work to what can reasonably be completed within the booked time.

3. Access to Premises

3.1 You are responsible for providing safe and reasonable access to the premises at the agreed time. This may include arranging key collection and return, entry codes, or informing building management or concierge staff where applicable.

3.2 If our cleaners are unable to gain access due to circumstances within your control, this may be treated as a late cancellation and a fee may be charged in accordance with the cancellation section of these Terms and Conditions.

3.3 You must ensure that the premises are in a safe condition for our operatives to work, and that any alarms or security systems are disarmed or instructions are provided for their operation.

4. Customer Obligations

4.1 You agree to provide a working environment that is safe and complies with all relevant health and safety regulations. Our operatives must not be exposed to hazards such as aggressive animals, dangerous substances, or unsafe electrical installations.

4.2 You must inform us in advance of any fragile items, pre-existing damage, or areas of the property that require special care. Items of high value or delicate surfaces should be clearly identified.

4.3 You shall not request any of our operatives to undertake tasks that fall outside the agreed cleaning services or that are unsafe, unlawful, or require specialist training or equipment not provided as part of our service.

5. Pricing and Quotations

5.1 Prices may be quoted on an hourly basis, a fixed price for a particular service, or a recurring charge for regular cleaning. All charges will be communicated to you before you confirm your booking.

5.2 We reserve the right to revise prices from time to time. For regular services, we will provide reasonable notice of any price changes. Continued use of the service after a price change takes effect will be deemed acceptance of the new price.

5.3 Any additional services requested during a visit that were not included in the initial booking may be charged separately and are subject to staff availability and time constraints.

6. Payments

6.1 Unless otherwise agreed, payment is due on completion of the service for one-off bookings, or in accordance with an agreed schedule for regular services.

6.2 We may accept payment by cash, bank transfer, card payment, or other methods as communicated to you in advance. Certain payment methods may require pre-authorisation or upfront payment.

6.3 For some bookings, particularly large or specialist services, we may require a deposit. Your booking will not be confirmed until any required deposit has been received. Deposits may be subject to forfeiture in the event of late cancellation or failure to provide access, as detailed in the cancellation section.

6.4 If payment is not received on the due date, we may suspend further services and reserve the right to charge interest on overdue amounts at the statutory rate permitted under UK law, along with any reasonable costs incurred in recovering the debt.

7. Cancellations and Rescheduling

7.1 You may cancel or reschedule a booking by providing us with reasonable notice. The required notice period will normally be specified at the time of booking and may vary depending on the type and length of the service.

7.2 Where at least 24 hours notice is provided for standard domestic visits, we will normally cancel or reschedule without charge. For larger or specialist services, a longer notice period may apply, and may be communicated in your booking confirmation or quotation.

7.3 If you cancel or reschedule a booking with less than the required notice or fail to provide access to the property at the agreed time, we may charge a cancellation fee up to the full value of the booked service, particularly where staff have already been dispatched or prepared.

7.4 We reserve the right to cancel or reschedule a booking if we are unable to provide the service due to staff illness, vehicle breakdown, severe weather, or other circumstances beyond our reasonable control. In such cases, we will offer an alternative appointment. We shall not be responsible for any indirect losses arising from such cancellation or rescheduling.

8. Service Standards and Complaints

8.1 We aim to deliver services with reasonable care and skill and to a standard that can be reasonably expected of a professional cleaning provider.

8.2 If you are dissatisfied with any aspect of our service, you must notify us as soon as possible and, in any event, within 48 hours of the service taking place. Where appropriate, we may arrange a revisit to re-clean affected areas, or offer another remedy at our discretion.

8.3 Our obligation in the case of a justified complaint is limited to carrying out a further clean of the relevant area or providing a proportionate credit or refund. This will be determined by us, acting reasonably and taking into account the nature of the issue.

9. Property, Keys, and Security

9.1 If you provide us with keys or access devices, you confirm that you are authorised to do so. We will take reasonable care to ensure their security and to use them only for the purpose of providing our services.

9.2 You are responsible for ensuring that your property is adequately insured. We do not accept responsibility for any loss where appropriate insurance cover could reasonably have been obtained by you.

9.3 Our operatives are instructed not to open any locked storage, safes, or similar unless expressly authorised by you and required for the performance of the service.

10. Liability and Limitations

10.1 We will be liable for direct loss or damage to your property caused by our negligence or the negligence of our operatives, subject to the limitations set out in this section.

10.2 We shall not be liable for any loss or damage that arises from inaccurate or incomplete information provided by you, from normal wear and tear, or from the use of your own cleaning products or equipment where this contributes to the damage.

10.3 We are not responsible for failure to remove permanently ingrained stains, heavy scale, or damage that pre-dates our service. We do not guarantee that all marks or defects will be fully removed.

10.4 We shall not be liable for any indirect or consequential loss, including loss of profit, loss of enjoyment, loss of opportunity, or any similar economic loss arising out of or in connection with our services.

10.5 Our total liability for any single event or series of related events shall not exceed the total fees paid or payable by you for the specific service during which the incident occurred, except where such limitation is not permitted by law.

10.6 Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other matter for which liability cannot legally be excluded or limited.

11. Customer Materials and Equipment

11.1 Unless otherwise agreed, we will provide our own cleaning materials and equipment suitable for the agreed tasks.

11.2 If you request that we use your own cleaning products or equipment, you are responsible for ensuring they are safe, suitable for the surfaces to be cleaned, and in good working order. We accept no liability for damage or injury arising from defective or unsuitable products or equipment supplied by you.

12. Waste Regulations and Disposal

12.1 Cleaners Brent complies with relevant UK waste and environmental regulations relating to the handling and disposal of waste arising from our cleaning activities.

12.2 Our service typically includes the collection and disposal of general household or office waste in your existing bins or waste containers on site. It does not normally include removal of large quantities of waste, bulky items, hazardous materials, or items that require specialist disposal.

12.3 We do not handle or remove hazardous waste, including but not limited to clinical waste, needles and sharps, asbestos, chemicals, paint, solvents, or electrical appliances that fall under specific disposal regulations. If such items are present, you must arrange appropriate collection and disposal through licensed providers.

12.4 Any additional waste removal services, including clearance of bulky items or bagged rubbish beyond normal domestic levels, must be agreed in advance and may be subject to additional charges and specific waste carrier rules.

13. Health and Safety

13.1 We operate in accordance with applicable health and safety legislation and guidelines. Our operatives are instructed to use equipment and products in a safe manner and to refuse any task that presents unreasonable risk.

13.2 You must inform us of any known risks at the premises, including loose floor coverings, faulty electrics, or other hazards that may affect our ability to carry out the work safely.

13.3 Our operatives may open windows or use ventilation where necessary during cleaning. It is your responsibility to ensure that any openings are secured after the visit if you are not present.

14. Use of Subcontractors

14.1 We may use employees, self-employed operatives, or subcontractors to deliver our services. In all cases, we will remain responsible for ensuring that services are performed in accordance with these Terms and Conditions.

14.2 You agree not to engage or employ, directly or indirectly, any of our operatives for private work without our prior consent for a period of twelve months from the last date on which that operative provided services on our behalf. If you do so, we may charge a reasonable introduction fee.

15. Personal Data and Confidentiality

15.1 We will handle any personal data you provide in accordance with applicable UK data protection laws. Information will be used only for the purposes of managing your bookings, providing services, handling payments, and related administration.

15.2 We will take reasonable steps to keep your information confidential and secure and will not disclose it to third parties except where necessary for the provision of services, processing of payments, legal compliance, or with your consent.

16. Amendments to these Terms

16.1 We may update or amend these Terms and Conditions from time to time to reflect changes in our services, legal requirements, or business practices.

16.2 The version of the Terms and Conditions in force at the time of your booking will apply to that specific service. We will make updated versions available on request and may notify regular customers of material changes where appropriate.

17. Governing Law and Jurisdiction

17.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

17.2 You and we both agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of our services.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted. The remaining provisions shall continue in full force and effect.

18.2 No failure or delay by us in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.

18.3 These Terms and Conditions constitute the entire agreement between you and us relating to the services and supersede all previous discussions, correspondence, negotiations, or understandings between us relating to the same subject matter.

By making a booking with Cleaners Brent or allowing our operatives to carry out work at your premises, you confirm that you have read, understood, and agree to these Terms and Conditions.