Terms and Conditions for Cleaner Harrow

These Terms and Conditions set out the basis on which Cleaner Harrow provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing access for a cleaning service, the customer agrees to these terms. They are intended to be clear, fair, and practical, and to protect both the customer and the service provider. In these terms, references to "we", "us", and "our" mean Cleaner Harrow, and references to "you" and "your" mean the customer receiving the service.

These terms apply to all standard cleaning appointments, one-off cleans, recurring cleaning arrangements, end of tenancy cleans, and any related services arranged with us, unless we agree otherwise in writing. They should be read carefully before a booking is made. If anything is unclear, the customer should make sure they understand the terms before confirming a service. The customer’s use of our services indicates acceptance of the version of the terms in force at the time of booking.

1. Booking Process

A booking with Cleaner Harrow may be made through the agreed booking channels and is only confirmed once we have accepted the request and provided confirmation. A booking is not final until both parties have agreed the service details, including the type of clean, date, time, duration, any special instructions, and any applicable pricing. We may request additional information before confirming the appointment if it is needed to ensure that the service can be delivered safely and effectively.

When booking, the customer must provide accurate and complete information about the property, the service required, access arrangements, parking restrictions if relevant, and any issues that may affect the cleaning process. If the information supplied is incomplete or incorrect, we may need to amend the booking, adjust the price, or decline the appointment. The customer is responsible for ensuring that the premises are reasonably ready for cleaning, including access to water, electricity, and any agreed areas.

We reserve the right to refuse or reschedule a booking if the requested service is outside our normal scope, if the premises are unsafe, if access is not available, or if the service cannot be performed within the agreed timeframe. For recurring services, the schedule will be confirmed in advance, and any changes must be agreed by both parties. Cleaner Harrow may also ask for notice of particular requirements such as fragile surfaces, pets, security systems, or restricted areas.

2. Service Standards and Customer Responsibilities

Our cleaners will use reasonable skill, care, and diligence when carrying out the work. The exact outcome of any cleaning service can depend on the condition of the property, the time booked, the materials available, and the limitations of the service chosen. Some stains, limescale, odours, or longstanding dirt may not be fully removable. For this reason, we do not guarantee that every mark, stain, or defect can be eliminated.

The customer agrees to ensure that the property is accessible at the agreed time. If we are unable to enter the premises, or if access is delayed for reasons within the customer’s control, we may charge for waiting time, cancellation, or the full booked service where appropriate. The customer should also remove or secure valuables, confidential documents, and items of particular personal importance before the appointment begins. While our staff will act professionally and carefully, the customer remains responsible for any items that are left in exposed or vulnerable positions.

Where the customer requests cleaning of delicate, antique, specialist, or high-value items, the customer must tell us in advance. We may decide that certain items should not be cleaned, or should only be cleaned under specific conditions. If a customer asks us to use particular products or methods, this must be agreed beforehand. The customer acknowledges that some materials can react unpredictably to cleaning agents, and we cannot accept responsibility for damage where the risk was not disclosed.

3. Payments and Charges

All prices will be communicated before the booking is confirmed, unless the service is priced by an assessment on arrival. In such cases, any estimate provided will be based on the information given by the customer and may change if the actual condition or scope of work differs materially from what was described. Cleaner Harrow may revise the quote where the service requested is extended, upgraded, or requires additional labour, supplies, or equipment.

Payment terms will be agreed at the time of booking or upon completion, depending on the type of service. We may require full or partial payment in advance for certain appointments, especially where materials are reserved, where the booking is for a one-off specialist clean, or where the customer has previously failed to pay on time. Unless otherwise agreed, all invoices must be settled in full by the date stated on the invoice or immediately upon completion if payment is due at the appointment.

Accepted payment methods may vary, and any bank transfer, card payment, or other payment option must be completed in accordance with the instructions provided. The customer is responsible for ensuring that all payment details are correct and that sufficient funds are available. If a payment fails, is reversed, or is not received by the due date, we may suspend future bookings, charge reasonable recovery costs, and seek payment through lawful means. Any discounts, promotional offers, or package pricing will apply only in accordance with the specific terms stated for that offer.

4. Cancellations, Amendments, and Missed Appointments

The customer may cancel or amend a booking by giving notice within the period stated at the time of booking. If no specific notice period is stated, reasonable notice should be given. Short-notice cancellations may result in a charge, particularly where staff have already been allocated, travel arrangements made, or materials prepared. If the customer cancels after our team has arrived, we may charge a late cancellation fee or the full service fee, depending on the circumstances.

We may also cancel or reschedule a booking where necessary due to illness, staff availability, severe weather, unsafe conditions, equipment failure, or other events beyond our reasonable control. In such cases, we will use reasonable efforts to offer an alternative appointment. Our liability for rescheduling will be limited to the value of the affected booking, and we will not be responsible for any indirect loss arising from the change of date or time.

If the customer fails to provide access at the agreed time or is not present where presence is required, the appointment may be treated as a missed visit and charged accordingly. Repeated missed appointments or repeated late changes may lead to suspension of future services. If a recurring arrangement is cancelled, the customer should ensure the agreed notice period is followed so that our scheduling can be adjusted fairly.

5. Liability, Damage, and Limitations

We will take reasonable care while delivering services, but our liability is limited to losses caused directly by our negligence or breach of contract. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, we are not liable for indirect, consequential, or purely financial losses, including loss of profit, loss of opportunity, or business interruption.

If damage is alleged to have occurred during a service, the customer must notify us as soon as reasonably possible and in any event within a reasonable time after the incident is discovered. The customer should allow us an opportunity to inspect the issue, and where appropriate, to investigate, repair, or arrange remediation. We will not be responsible for pre-existing damage, wear and tear, hidden defects, poor workmanship by third parties, or damage arising from items that were unstable, defective, improperly installed, or not fit for cleaning.

Our total liability for any claim arising out of a cleaning appointment will, to the maximum extent permitted by law, be limited to the amount paid or payable for the specific service giving rise to the claim. The customer is responsible for arranging suitable insurance for their own property, valuables, and any items of particular importance. Nothing in these terms creates any obligation on us to store, safeguard, or insure customer possessions beyond the reasonable care expected during the performance of the service.

6. Cleaning Materials, Equipment, and Waste Regulations

We may supply our own cleaning products and equipment, or we may agree to use the customer’s items where appropriate. If the customer requests the use of specific products, they must ensure that those products are safe, in date, and suitable for the intended surface. We are not responsible for adverse reactions caused by products supplied by the customer, including damage, discoloration, residue, or deterioration. Where specialist equipment is required, we will advise the customer in advance if additional charges apply.

All services must be carried out in accordance with applicable waste regulations, health and safety duties, and environmental requirements in the United Kingdom. The customer is responsible for arranging the lawful disposal of any large volumes of waste, hazardous waste, clinical waste, sharps, bulky rubbish, or items that require licensed collection and handling. Unless expressly agreed in writing, we do not remove or transport waste that falls outside routine household rubbish or ordinary cleaning waste generated during the service.

Where cleaning produces waste such as packaging, disposable cloths, or minor debris, we will handle it in a lawful and reasonable manner. However, if a property contains substances or materials that require specialist disposal, the customer must disclose this before the appointment. This includes, without limitation, mould contamination requiring specialist treatment, bodily fluids, chemicals, pests, asbestos, or any material that may pose a risk to health or the environment. We reserve the right to stop work if we discover prohibited or hazardous waste conditions that were not disclosed in advance.

7. Customer Property, Access, and Security

Where keys, access codes, fobs, or alarm instructions are provided, the customer remains responsible for ensuring they are accurate and secure. Any access item entrusted to us will be handled with reasonable care and returned in accordance with the agreed arrangement. We will not be liable for failures caused by incorrect codes, malfunctioning locks, broken entry systems, or security devices that were not disclosed. The customer must inform us of any specific security instructions before the service begins.

We may take reasonable steps to protect the property while working, including closing windows or doors that were already open, unless instructed otherwise. The customer should tell us in advance about any pets, fragile fixtures, restricted rooms, or areas that must not be entered. If pets or other circumstances make it impossible to work safely, we may pause or stop the service until the issue is resolved. Any delay caused by a failure to provide safe access may be charged as part of the appointment.

Any items found during a service that appear to belong to the customer will normally be left in place unless they are needed to complete the cleaning work. Lost property that is discovered by our staff may be reported to the customer, but we do not accept responsibility as a custodian, bailee, or warehouse keeper. The customer should check the premises and possessions after the cleaning has finished.

8. Complaints and Service Issues

If the customer believes the service has not been carried out as agreed, they should notify us promptly and provide reasonable details of the issue. We may ask for photographs, a description of the concern, or access to inspect the area in question. Where appropriate, we may offer a re-clean, a partial refund, or another fair remedy, at our discretion and in line with these terms. A complaint will not automatically entitle the customer to a refund if the service was delivered substantially in accordance with the booking.

Complaints must be made in good faith and within a reasonable period after the service date. We cannot properly assess issues that are reported long after the appointment or after the affected area has been altered by other cleaning, repair, or use. If the customer prevents us from investigating the issue, or if third parties interfere with the condition of the property after our visit, any claim may be reduced or rejected.

Cleaner Harrow may decline liability where the complaint concerns normal expectations that were not part of the booked service, the pre-existing condition of the property, or results that were impossible to achieve within the time, equipment, or access permitted. These terms are intended to encourage fair resolution while recognising that cleaning outcomes can vary.

9. Force Majeure

We will not be liable for any delay, failure, or interruption in service caused by events beyond our reasonable control. This includes, without limitation, severe weather, fire, flood, accident, transport disruption, illness, industrial action, utility failure, government restrictions, or other unforeseen circumstances. If such an event affects a booking, we will try to rearrange the service where possible, but we are not required to provide compensation for circumstances outside our control.

If a force majeure event continues for an extended period, either party may cancel the affected booking or arrangement with no further liability, apart from any sums already due for services properly delivered. We will act reasonably and communicate changes as soon as practicable. Customers are encouraged to keep schedules flexible where possible during exceptional events.

10. Governing Law and General Provisions

These Terms and Conditions are governed by the laws of England and Wales. Any dispute or claim arising from or in connection with a service provided by Cleaner Harrow will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force.

No waiver by us of any breach or failure to enforce any provision shall be treated as a waiver of any later breach. We may update these terms from time to time to reflect changes in our business practices or applicable law, and the version in force at the time of booking will apply unless a different version is expressly agreed. The customer’s statutory rights are not affected by these terms. By proceeding with a booking, the customer confirms that they have read, understood, and agreed to the conditions set out above.