Terms and Conditions for Cleaning Services
These Terms and Conditions set out the basis on which domestic and commercial cleaning services are provided by Cleaners Brent. By making a booking, confirming an appointment, or allowing access to the property, the client agrees to these terms. They are intended to create a clear and fair framework for the delivery of cleaning services, including how appointments are arranged, how charges are calculated, when cancellations may apply, and how responsibility is allocated for property, materials, and waste. Throughout these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “the client” mean the person or business receiving the service.
The scope of our work may include regular domestic cleaning, one-off cleaning, end-of-tenancy cleaning, after-builders cleaning, deep cleaning, and related housekeeping tasks agreed in advance. Any service arranged with Cleaners Brent is subject to availability, the suitability of the property, and the information provided at the time of booking. These conditions apply to all standard service arrangements unless expressly varied in writing. If a separate written agreement exists for a particular contract, that agreement will take priority over these general terms to the extent of any inconsistency.
We aim to provide a professional and reliable service, but the exact nature of each cleaning visit depends on the booking details, access conditions, property size, and any special instructions given by the client. Because no two properties are identical, the scope of work should be described as accurately as possible before the appointment is confirmed. Where special equipment, fragile surfaces, unusual stains, or restricted access are involved, additional time, adjustments, or limitations may apply. Any estimate or quotation given before attendance is based on the information available at that time and may need to be revised if the circumstances differ materially from what was described.
Bookings may be made through the channels we make available from time to time. A booking is not final until it has been accepted by us and, where required, any deposit or advance payment has been received. At the time of booking, you must provide correct and complete information, including the service type requested, the property address, access requirements, preferred schedule, and any relevant health, safety, or cleaning concerns. If information later proves to be inaccurate or incomplete, we may adjust the price, the duration of the visit, or the scope of the work, or we may decline to proceed where it would be unsafe or impractical to do so.
We reserve the right to refuse or cancel a booking if the request is unsuitable, if the premises are unsafe, if the client has outstanding unpaid balances, or if the service requested falls outside our operational capacity. Booking confirmation may be subject to a site assessment, particularly for larger, specialist, or heavily soiled properties. Where a recurring cleaning arrangement is made, the dates, frequency, and expected service hours will be agreed in advance. It remains your responsibility to ensure that the appointment details are checked carefully before the scheduled visit.
In some cases, Brent cleaners may need to alter the planned team size, arrival window, or cleaning method depending on staffing, traffic, equipment needs, or the condition of the property. We will try to keep any changes reasonable and proportionate, and we will notify you where practicable. If a key, code, alarm instruction, or entry procedure is required, you must ensure that it is provided accurately and remains valid at the time of attendance. Any failure to grant access may be treated as a late cancellation or wasted visit, depending on the circumstances.
Payments for cleaning services in Brent are due in accordance with the price confirmed at the time of booking or as later updated in writing. Unless otherwise agreed, charges are based on the agreed hourly rate, fixed-service fee, or quoted project price. Additional costs may apply where the actual work required is greater than anticipated, where extra time is needed due to the condition of the property, or where the client requests supplementary tasks during the visit. Any additional charges will be explained as soon as reasonably possible.
We may require payment in advance, partial advance payment, or payment on completion, depending on the type of service and the level of booking risk. Accepted payment methods and timing requirements may vary and will be confirmed before the service begins. Where invoices are issued, they must be paid by the due date stated on the invoice. Failure to pay on time may result in suspension of future bookings, recovery action, or interest and administrative charges where permitted by law and where previously notified.
All quoted prices are usually inclusive of standard labour and ordinary cleaning products unless stated otherwise. Specialist materials, excessive consumable use, parking fees, congestion-related charges, or extraordinary access costs may be charged separately if they are necessary for completion of the service and were not included in the original quotation. If the property requires specialist equipment or treatment for delicate surfaces, infestation-related contamination, or hazardous residues, we may refuse the work unless suitable arrangements are made and the additional cost accepted. We do not guarantee a fixed result where the original condition of the property prevents a normal standard of cleaning from being achieved.
Cancellations, postponements, and rescheduling requests should be made as early as possible. If you cancel with sufficient notice, no cancellation charge may apply, provided the appointment slot can be reassigned. However, where cancellation is made at short notice, or where staff and resources have already been allocated, a charge may be applied to cover losses, travel, or administrative costs. For repeat bookings, repeated short-notice cancellations may lead to the review or termination of the service arrangement.
If you are unable to provide access at the scheduled time, this may be treated as a missed appointment. In such cases, we may charge the full or partial agreed fee, particularly where the team has already attended or where access failure has caused wasted time. If we need to cancel or reschedule a visit due to illness, safety concerns, severe weather, equipment failure, or unforeseen operational issues, we will aim to notify you promptly and offer a revised appointment where possible. Our liability for inconvenience caused by a legitimate rescheduling will be limited as set out in these terms.
We understand that occasional changes are unavoidable, and Cleaners Brent will act reasonably when handling amendments to scheduled work. Nevertheless, because appointments are reserved specifically for each client, late changes affect planning and resource allocation. We therefore recommend that all details be checked carefully before confirmation. If a service is booked for a specific date, time, or event-related deadline, you should mention this at the time of booking so that we can confirm whether the timing is feasible. We are not responsible for any indirect loss arising from timing preferences not disclosed in advance.
Our liability is limited to losses directly caused by our negligence or breach of contract and only to the extent permitted by law. We will exercise reasonable skill and care in providing cleaning services, but we do not guarantee that every stain, mark, odour, or defect can be removed, particularly where the issue is longstanding, embedded, delicate, or caused by prior damage. Where surfaces are fragile, antique, untreated, or otherwise sensitive, you must tell us in advance so that appropriate methods can be selected. If you fail to disclose a known risk, we may not be responsible for resulting damage.
We are not liable for pre-existing damage, hidden defects, wear and tear, poor installation, faulty fixtures, or deterioration caused by age or unsuitable materials. We are also not responsible for loss or damage arising from items that are improperly secured, not fit for normal cleaning processes, or left in unsafe positions. Unless required by law, we exclude liability for indirect or consequential loss, including loss of profit, loss of opportunity, business interruption, or emotional distress. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under law.
You are responsible for securing valuables, confidential documents, fragile objects, and any items of special importance before the cleaning visit begins. Where keys, access cards, alarm codes, or other entry methods are entrusted to us, we will take reasonable care in handling them, but you remain responsible for ensuring that the access instructions are correct. If an item is accidentally damaged while we are acting with reasonable care and within the agreed scope, our liability may be limited to repair, replacement, or a refund proportionate to the service affected, depending on the circumstances and the applicable law.
All waste generated during the cleaning process will be handled in a manner consistent with applicable waste and environmental requirements. This includes ordinary waste, packaging, removed debris, disposable cloths, and used consumables. We may bag and remove waste from the immediate cleaning area where that forms part of the agreed service, but we are not automatically responsible for the disposal of all household or commercial waste unless this has been expressly arranged. Where waste removal is included, it must be lawfully collected, transported, and disposed of through appropriate channels.
Clients must not require us to remove hazardous, clinical, chemical, asbestos-related, or other controlled waste unless such work has been specifically agreed in writing and can lawfully be carried out. If prohibited or dangerous waste is discovered during a visit, we may suspend the relevant part of the service until safe arrangements are confirmed. You must disclose any materials that require special handling, including sharps, bodily fluids, strong chemicals, mould contamination, pest infestation residues, or other regulated substances. We may refuse to proceed if the premises contain waste that presents a risk to health, safety, or environmental compliance.
Where appropriate, we may separate recyclable and non-recyclable waste, but final disposal obligations remain subject to the nature of the waste and the facilities available. You are responsible for ensuring that any waste left for collection is properly stored and accessible. We do not accept responsibility for the illegal dumping, fly-tipping, or unauthorised disposal of waste by third parties after the service has ended. If waste management charges arise because of unusual volume, contamination, or specialist disposal needs, those charges may be passed on to the client where permitted and previously agreed.
These terms may be updated from time to time to reflect changes in business practice, law, or service structure. The version in force at the time of booking will generally apply to that booking unless a later written amendment has been agreed. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect. No waiver by us of any breach or delay in enforcing rights will operate as a continuing waiver of any later breach.
Nothing in these terms creates a partnership, joint venture, or employment relationship between the parties. Our staff, contractors, or representatives remain under our control for the purpose of service delivery, and no client may direct them to perform work outside the agreed scope in a way that would compromise safety or compliance. Any attempt by the client to alter the service conditions on site without agreement may be treated as a request for additional work and may involve revised fees or refusal to proceed.
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the service, these terms, or any related agreement will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms in full.