Terms and Conditions for Cleaners Horeditch
These Terms and Conditions set out the basis on which Cleaners Horeditch, referred to in this document as “we”, “us” or “our”, provides domestic and commercial cleaning services to customers, referred to as “you” or “the client”. By making a booking, confirming an appointment, or allowing our cleaners to begin work, you agree to be bound by these terms. Please read them carefully before using our Horeditch cleaning services. These terms are intended to create a clear, fair and practical framework for the service relationship and to reduce misunderstandings about scope, access, payment and responsibility.
We aim to provide a professional and reliable cleaning service in Horeditch and across surrounding areas, but these terms apply regardless of the specific location of the property. They should be read together with any service description, estimate, quotation, or written confirmation provided before the job begins. If there is any conflict between a written quotation and these terms, the written quotation will take priority only in relation to the specific points stated in it.
In these terms, references to “service” mean any cleaning work we agree to provide, including regular domestic cleaning, one-off cleaning, deep cleaning, end-of-tenancy cleaning, and other related tasks agreed in advance. For the avoidance of doubt, any promise not expressly set out in writing should not be treated as part of the agreement. We may update these terms from time to time, and the version in force at the time of booking will normally apply to that booking.
1. Booking Process
Bookings for Cleaners Horeditch may be made through the methods we make available from time to time, including online request forms, written messages, or by telephone where applicable. A booking is not confirmed until we have accepted the request and, where relevant, received any required deposit, prepayment, or written confirmation from us. We reserve the right to refuse or decline a booking where we are unable to provide the requested service, where the property is unsuitable, or where the information supplied is incomplete or misleading.
When requesting a booking, you must provide accurate details about the property, the type of cleaning required, the approximate size of the premises, access arrangements, parking restrictions if any, known hazards, and any special instructions. Failure to provide correct information may affect the quality, duration or cost of the service. If the information supplied changes before the appointment, you must notify us as soon as reasonably possible so that we can assess whether the booking remains appropriate.
We may provide an estimate or quotation based on the details you give us. Any estimate is based on the information available at the time and may change if the actual condition, size, or complexity of the job differs from what was described. If we arrive and find that the work required is materially different from the booking description, we may revise the quotation, limit the service, or decline to proceed if doing so would be unreasonable or unsafe.
2. Service Standards and Access
You must ensure that we have safe and timely access to the property at the agreed time. If entry is delayed because of keys, alarms, security systems, missing access codes, or the absence of a person responsible for granting access, we may charge for waiting time, rescheduling, or wasted attendance where this is reasonable. If we are unable to gain access after a reasonable period, the appointment may be treated as cancelled by you.
Where we agree to use keys, fobs, or other access devices, you remain responsible for ensuring they are provided correctly and collected after the service if applicable. We will take reasonable care in handling any access item entrusted to us, but we are not liable for indirect loss arising from third-party security failures, unless caused by our negligence. Any instructions regarding entry, alarm codes, pets, fragile items, or prohibited areas should be communicated clearly before the service begins.
Our cleaners will use reasonable skill and care in carrying out the tasks agreed. Unless specifically stated otherwise, the service is limited to the areas, items, and tasks included in the booking confirmation or quotation. We are not obliged to perform work outside the agreed scope, and any additional work requested on the day may be accepted at our discretion and may incur additional charges. We may pause or stop work if the environment is unsafe, if the property contains biohazards, or if there is a serious risk to personnel or property.
3. Payments and Charges
Payment terms for Horeditch cleaners will be confirmed at the time of booking or on the invoice. Unless otherwise agreed, payment is due immediately upon completion of the service, or in advance for services that require prepayment. We may require a deposit, partial payment, or full prepayment for certain bookings, including repeat appointments, larger projects, or high-demand dates. All charges are stated in pounds sterling and may include VAT where applicable.
You are responsible for making payment in full and on time. If payment is made by bank transfer, card, direct debit, or another authorised method, you must ensure that sufficient funds are available and that payment details are correct. Any bank or processing fees charged by your own provider remain your responsibility. If an invoice is not paid by the due date, we may charge reasonable interest and recovery costs in line with applicable UK law, subject to any statutory limits.
Where a quotation is based on an hourly rate, the final price will depend on the actual time required to complete the agreed tasks. Where a fixed fee is agreed, it applies only to the scope described at the time of booking. Any additional requests, extra rooms, heavy contamination, excessive clutter, or specialist treatment may increase the price. If you dispute an invoice, you must raise the issue promptly and in good faith, while still paying any undisputed amount by the due date.
4. Cancellations, Rescheduling and Missed Appointments
We understand that plans change, but cancellations and rescheduling requests must be made within a reasonable time. Unless a different cancellation policy is set out in your quotation or booking confirmation, you should notify us as early as possible if you need to cancel or amend an appointment. Short-notice cancellations may result in a charge where we have already committed staff time, reserved equipment, or turned away other work for your booking.
If you cancel with very little notice, fail to provide access, or are not present when attendance is required, we may treat the booking as a late cancellation or missed appointment and charge a proportion of the agreed fee or the full fee where reasonable. The amount charged will depend on the circumstances, including travel time, allocated labour, and whether the cleaner was already en route or had arrived at the property. We will act fairly and proportionately in deciding any charge.
If we need to cancel or reschedule due to illness, operational difficulties, weather, safety concerns, or other circumstances beyond our control, we will use reasonable efforts to offer an alternative slot. We are not liable for any inconvenience or loss arising from a necessary rescheduling, provided that we take reasonable steps to inform you in good time. Our liability in such cases will be limited to refunding any sum paid for the unperformed part of the service, where appropriate.
5. Liability and Limitations
We will take reasonable care in providing the service, but we do not guarantee that every mark, stain, odour, or defect will be fully removed, especially where the item or surface is old, delicate, worn, or previously damaged. Some materials and finishes may deteriorate during cleaning due to age or pre-existing condition. We cannot accept responsibility for such deterioration unless it results directly from our negligence or deliberate misconduct.
To the fullest extent permitted by law, we are not liable for loss of profit, loss of business, loss of opportunity, indirect or consequential loss, or any damage that was not reasonably foreseeable at the time of contracting. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. This limitation applies to the service provided by Cleaners Horeditch and any associated work.
You are responsible for removing or securing valuables, cash, jewellery, documents, and fragile or sentimental items before the service begins. We will treat the property with care, but we cannot be responsible for loss or damage to items that were left out, improperly secured, or not disclosed as needing special handling, unless our negligence is proven. You should also notify us of any known faults, leaks, weak fittings, loose fixtures, or surfaces that may be affected by moisture or cleaning products.
Where any claim arises, you must notify us as soon as reasonably practicable and provide details of the issue, supporting evidence, and an opportunity to inspect the affected area where appropriate. Our total liability for any claim arising out of a booking will not exceed the amount paid or payable for the specific service giving rise to the claim, unless a higher limit is required by law. This limitation is intended to be fair and proportionate in the context of professional cleaning services.
6. Waste, Disposal and Regulatory Compliance
All waste generated during the service will be handled in accordance with applicable UK waste regulations and any relevant local requirements. We will not remove controlled, hazardous, clinical, chemical, asbestos-related, or illegal waste unless this has been expressly agreed in advance and we are lawfully able to do so. You must tell us in advance if the property contains any waste streams that require specialist handling or licensed disposal.
We may collect and remove ordinary household waste only if this forms part of the agreed service and if the waste is suitable for lawful disposal. Where waste bags, sharps, contaminated materials, or potentially harmful substances are found, we may suspend the work and ask you to arrange appropriate disposal. We reserve the right to refuse tasks that would require us to breach environmental, health and safety, or waste carriage rules.
You remain responsible for ensuring that any waste placed for collection is properly separated, bagged, and described accurately. If we reasonably believe that an item cannot lawfully or safely be removed, we may leave it in place and continue with the remaining tasks. Any additional costs arising from special disposal, protective equipment, or additional time needed to handle waste properly may be charged to you if agreed in advance or if necessarily incurred because of undisclosed conditions.
We will not knowingly dispose of items that belong to you unless disposal is specifically requested and lawful. If you ask us to clear clutter, refuse, or unwanted belongings, you warrant that you have the right to authorise disposal of those items and that none of them contain confidential, regulated, or dangerous contents. Any breach of waste or environmental obligations caused by inaccurate information from you will be your responsibility.
7. Client Responsibilities
You must ensure that the premises are reasonably prepared for the agreed service. This includes providing electricity, running water, safe working conditions, and sufficient lighting unless otherwise agreed. If the property is excessively cluttered, unsanitary, obstructed, or otherwise unsuitable for safe work, we may charge extra time, limit the service, or reschedule the appointment. For specialist Horeditch cleaning requests, any preparatory requirements will be explained in advance where practicable.
You are also responsible for informing us of any allergies, sensitivities, or restrictions relating to cleaning products, pets, smoke, mould, or environmental concerns. While we will try to accommodate reasonable requests, we do not guarantee that every product preference can be met unless agreed in writing. If you require a specific product or method, you must notify us before the appointment so that we can assess suitability and availability.
Where children, pets, or vulnerable persons are present, you must take reasonable steps to ensure their safety and to prevent interference with the service. We may pause work if our cleaners are placed at risk or if the environment prevents efficient or safe cleaning. By booking our cleaning company in Horeditch, you confirm that you have authority to permit us to enter and work at the property, and that you are responsible for any permissions needed from landlords, agents, or other occupiers.
8. Complaints and Remedies
If you are dissatisfied with any aspect of the service, you should notify us promptly and allow us a reasonable chance to review the issue. We may, at our discretion, offer a re-clean of the relevant area, a partial refund, or another suitable remedy depending on the circumstances. Any remedy will be assessed fairly and will take into account the nature of the complaint, the evidence provided, and whether the issue was caused by factors beyond our control.
Complaints should be raised as soon as possible after the service so that we can investigate properly while the facts remain fresh. Delayed complaints may be harder to verify and may reduce the remedies available. Nothing in this section affects your statutory rights as a consumer, and any remedy we offer is in addition to, and not instead of, rights available under law where applicable.
9. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising from them or from a booking with Cleaners Horeditch, are governed by the laws of England and Wales. If you are a consumer residing elsewhere in the UK, any mandatory protections available to you under applicable law will still apply. By using our service, you agree that the courts of England and Wales will have jurisdiction over any dispute that cannot be resolved amicably.
Should any part of these terms be found unlawful, invalid, or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right shall be treated as a waiver of that right. These terms represent the entire agreement between you and us in relation to the service unless varied in writing. For clarity, nothing in these terms is intended to create rights for third parties under the Contracts (Rights of Third Parties) Act 1999.
By proceeding with a booking, you confirm that you have read, understood, and accepted these terms, which are designed to support a transparent and dependable Horeditch cleaners service while respecting UK legal standards. We recommend keeping a copy of the booking confirmation and any related quotation for your records.
