Cleaners Camden Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners Camden and explain how bookings, payments, cancellations, liability, waste handling, and other key matters are managed. By placing a booking, confirming a service, or allowing a cleaner to begin work, you agree to these terms in full. They are written to support a clear, fair, and professional relationship between the customer and the cleaning provider. For the avoidance of doubt, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer requesting or receiving the service.

These terms apply to all domestic and commercial cleaning services supplied by Camden cleaners, including one-off jobs, recurring appointments, deep cleaning, end-of-tenancy cleaning, specialist cleaning, and other related services agreed in writing or verbally before the job begins. If any part of these terms is found unenforceable, the remaining provisions shall continue to apply. Nothing in these terms affects your statutory rights under UK law.

We may update these Terms and Conditions from time to time to reflect changes in our service process, pricing structure, or legal obligations. The version in force at the time of booking will apply to that particular service unless otherwise agreed in writing. It is your responsibility to review the terms before each new booking, especially if the service scope, access arrangements, or property conditions have changed.

1. Booking Process

All bookings with Camden cleaners must be made in advance unless otherwise agreed for urgent or emergency work. A booking may be requested by phone, email, online form, or any other method we make available. When making a booking, you must provide accurate information about the property, the type of cleaning required, the preferred date and time, access arrangements, parking restrictions, pets, and any special instructions that may affect the service. We rely on this information when allocating time, staff, and equipment.

A booking is not confirmed until we have acknowledged it and, where required, received any deposit or prepayment requested. We reserve the right to refuse or cancel a booking if the information provided is incomplete, misleading, or unsuitable for the service requested. If a quotation is given before the job, it will usually be based on the information supplied by you. If the property condition or service requirements differ materially from the description provided, we may revise the price or service duration accordingly.

Service scope and access

The agreed service scope will form part of the contract between you and Cleaners Camden. Any additional tasks requested on the day of service are subject to availability, time, and possible extra charges. You must ensure safe and timely access to the premises at the agreed time. If access is delayed, restricted, or impossible because of factors within your control, we may charge for waiting time, partial attendance, or the full booking amount if the appointment cannot be completed.

You are responsible for ensuring that the property is in a suitable condition for cleaning and that any valuable, fragile, or confidential items are secured before work begins. While our team will act with reasonable care, we do not inspect every item in advance, and it is your responsibility to remove or protect items that may be damaged by water, cleaning agents, movement, or normal cleaning activity.

2. Payments and Charges

Unless otherwise agreed, payment is due on completion of the service, immediately after the job has been finished. For repeat bookings, commercial work, large projects, or specialist cleaning, we may require a deposit, staged payments, or advance payment. Accepted payment methods may include cash, debit card, credit card, bank transfer, or any alternative method we confirm in writing. Payments must be made in full, without deductions, unless we have agreed a discount or credit note in advance.

All prices are stated in pounds sterling and may be quoted inclusive or exclusive of VAT depending on our registration status and the service offered. Any applicable taxes will be made clear at the time of quotation or invoicing. If the work exceeds the originally agreed scope, we may charge for the additional time, labour, materials, or specialist equipment needed to complete the task. Examples include heavy soil build-up, biohazard-related work, excessive limescale, mould treatment, post-renovation residue, or additional rooms not disclosed at booking.

Where a quotation is based on hourly rates, the final charge will reflect the actual time spent on site, rounded in accordance with our billing policy if applicable. Where a fixed price has been agreed, that price applies only to the service scope described in the booking confirmation and assuming standard property conditions. If a customer fails to pay on time, we may suspend future bookings, charge reasonable administration fees, and seek recovery of unpaid sums through lawful means, including interest where permitted by law.

Any promotional discounts, package pricing, or special offers are subject to availability and may be withdrawn or amended at any time before confirmation of the booking. They do not apply retrospectively. Cleaners Camden is not responsible for bank charges, card issuer fees, or currency conversion costs imposed by your financial institution.

3. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation policy is stated at the time of booking, we ask for at least 24 hours’ notice for standard appointments. For larger jobs, same-day bookings, or services requiring special preparation or materials, a longer notice period may apply. If you cancel within the applicable notice period, any deposit may be retained or refunded at our discretion depending on costs already incurred.

If you cancel too late, refuse access, are not present when required, or fail to provide the agreed conditions necessary for the job to proceed, we may charge a cancellation fee or the full value of the booking if staff have already been dispatched or materials have been prepared. Where a cleaner is unable to complete a service because of customer-caused delay or obstruction, we may treat this as a missed appointment and charge accordingly.

You may request a change to the date or time of a booking, but any rescheduling is subject to our availability. We do not guarantee that an alternative slot will always be available, particularly during busy periods. If we need to reschedule due to staff illness, transport disruption, safety concerns, or equipment failure, we will try to offer an alternative appointment as soon as reasonably possible.

In the event of repeated short-notice cancellations, missed appointments, or abusive behaviour, we reserve the right to refuse future work. This is to protect our scheduling, staff welfare, and business continuity. Nothing in this section limits any rights you may have under the Consumer Rights Act 2015 or other applicable legislation.

4. Liability and Service Standards

We will carry out our services with reasonable skill and care, using appropriately trained staff and suitable materials for the type of cleaning required. However, cleaning work can involve risks, particularly where surfaces are delicate, items are poorly maintained, or defects already exist. Our liability is limited to losses that are reasonably foreseeable and directly caused by our negligence or breach of contract. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

We are not responsible for pre-existing damage, hidden faults, poor workmanship by others, natural wear and tear, discolouration from age, manufacturing defects, or damage resulting from unsuitable materials or instructions provided by you. If you ask us to clean or treat an item, fixture, or surface against our advice, you accept the risk of any resulting deterioration unless we have expressly agreed in writing to proceed and assumed responsibility.

To the fullest extent permitted by law, our total liability for any claim arising from a particular service shall not exceed the amount paid for that service, except where a higher limit is required by law. We shall not be liable for indirect, special, or consequential loss, including loss of profit, loss of business, or loss of opportunity. This limitation is intended to be fair and proportionate and does not affect your legal rights as a consumer.

If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within 48 hours of completion of the service, providing photographs, a description of the issue, and any relevant supporting information. We may inspect the property or request further details before deciding whether compensation, repair, or another remedy is appropriate. Failure to report a concern promptly may affect our ability to investigate and may limit any remedy available.

5. Customer Responsibilities

You must ensure that the property is safe for cleaning staff to enter and work in. This includes providing accurate information about hazards such as broken glass, exposed wiring, unstable flooring, sharps, pests, severe contamination, or restricted access. If any area presents a health or safety risk, we may decline to clean it, pause the job, or withdraw from the premises entirely. Our staff are not required to work in unsafe conditions.

Where keys, entry codes, alarm details, or security instructions are provided, you are responsible for ensuring they are correct and that we are authorised to use them. Any loss caused by incorrect access information, malfunctioning security systems, or failure to disable alarms remains your responsibility unless directly caused by our negligence. If you are not present during the service, you authorise us to enter and leave the property using the arrangements agreed at booking.

You should inform us in advance about pets, allergies, sensitive materials, restricted rooms, or items requiring special handling. We may refuse to clean areas containing hazardous substances, bodily fluids, or materials requiring specialist certification unless such work has been specifically agreed and priced. The customer must also provide hot and cold water, electricity, and reasonable workspace access unless otherwise stated in the contract.

Any complaints about the quality of the service should be raised promptly, with a clear description of the issue. We may offer a re-clean of the affected area where appropriate and reasonable, provided the issue is reported within a suitable timeframe and the property has not been altered since the service was completed. A re-clean may be our preferred remedy before any refund is considered.

6. Materials, Equipment, and Waste Regulations

Unless agreed otherwise, we will supply standard cleaning equipment and cleaning products appropriate for the service. In some cases, you may request that we use your own materials, but we are not responsible for the quality, safety, or suitability of customer-supplied products. If you request specialist chemicals, machinery, or disposable materials, additional charges may apply.

We will handle waste in a lawful and responsible manner in accordance with applicable UK waste regulations, environmental requirements, and duty of care obligations. This includes separating general waste from any materials requiring special handling and disposing of waste only through appropriate channels. We do not remove hazardous waste, clinical waste, asbestos, needles, sharps, or other controlled materials unless this has been expressly agreed in writing and arranged in compliance with all relevant legal requirements and licensing rules.

If cleaning generates waste that must be removed from the property, the nature and volume of that waste must be disclosed in advance. We reserve the right to refuse collection or disposal of waste that is unsafe, excessive, contaminated, or not properly described at the time of booking. You remain responsible for ensuring that any waste requiring specialist treatment is classified and managed correctly before the service begins.

Any chemicals, detergents, or cleaning residues left on site after the service remain subject to your responsibility for safe storage and disposal where applicable. You must keep such materials away from children and pets and follow any manufacturer instructions. We are not liable for harm arising from misuse, accidental ingestion, or improper storage after the service has ended, provided our instructions were clear and accurate.

7. Force Majeure, Termination, and Governing Law

We shall not be liable for any failure or delay in performing our obligations where such failure arises from events beyond our reasonable control. This may include severe weather, transport disruption, strikes, power failure, fire, accident, illness, equipment breakdown, public health emergencies, government action, or other unforeseen events. Where possible, we will notify you and rearrange the service at the earliest reasonable opportunity.

We may terminate or suspend a booking immediately if you breach these Terms and Conditions, act abusively toward staff, present an unacceptable safety risk, or require work that is unlawful, unethical, or materially different from the service agreed. Any sums due for work already carried out, time spent, or materials used will remain payable. Termination does not affect rights and obligations that are intended to survive, including payment, liability, and governing law provisions.

The contract between you and Cleaners Camden is governed by the laws of England and Wales. Any dispute arising from or relating to these terms, the booking, or the cleaning service shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law gives you the right to bring proceedings in another jurisdiction. These terms are intended to be interpreted in a manner consistent with applicable UK consumer and contract law.

By confirming a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If any part of these terms is unclear, the parties will act reasonably and in good faith to resolve the issue. The service agreement is designed to be practical, lawful, and fair, while allowing Camden cleaning services to operate efficiently and safely in a wide range of properties and circumstances.