Terms and Conditions for Nottinghill Cleaners
These Terms and Conditions set out the basis on which cleaning services are provided by Nottinghill Cleaners. By making a booking, confirming an appointment, or allowing a cleaner to attend a property, the customer agrees to these terms. They are intended to create a clear and fair arrangement for both parties, covering how a cleaning service is booked, how payment is handled, what happens if a visit is changed or cancelled, and the limits of liability that apply. These terms should be read carefully before any cleaning booking is placed.
The service may include domestic cleaning, one-off cleaning, regular housekeeping, end-of-tenancy cleaning, and other agreed tasks. The exact scope of work depends on the quotation, booking confirmation, property condition, and any special instructions provided in advance. Where there is any difference between a verbal discussion and the written booking confirmation, the written confirmation will normally take priority. References to our services in these terms mean the specific cleaning work that has been agreed for the relevant appointment.
These conditions are designed for a UK consumer and business setting. They reflect ordinary principles used in cleaning terms and apply unless a separate written contract says otherwise. Nothing in these terms affects any rights that cannot lawfully be excluded under UK law. The wording below is structured to be practical and to reduce uncertainty, while still allowing reasonable flexibility where a property, access arrangement, or cleaning requirement changes. All customers should keep a copy of their booking details and any confirmation messages for reference.
A booking is made when the customer submits a request and the booking is accepted by Nottinghill Cleaners. Acceptance may depend on availability, access information, the type of cleaning required, and whether the property is suitable for the requested service. A booking is not confirmed until the customer receives confirmation, either in writing or through another recorded method. The company may decline or reschedule a request where the service cannot safely or reasonably be carried out as requested.
Before the visit, the customer must provide accurate information about the property, including size, layout, condition, parking restrictions, access points, and any features that may affect the cleaning work. The customer should also disclose if there are pets, alarms, hazards, fragile items, biohazards, pests, heavy soiling, or any condition that may require extra time, equipment, or specialist treatment. If the information provided is incomplete or inaccurate, the service may need to be amended and the price may change. A cleaning contract is based on the facts disclosed at the time of booking.
Where an estimate is given, it is based on the information supplied and may be revised if the actual condition of the property differs significantly from what was described. For regular services, the cleaning schedule may be agreed weekly, fortnightly, monthly, or at another interval. Any recurring arrangement may be amended by notice from either side, subject to the relevant cancellation terms. If keys, fobs, alarm codes, or other access methods are provided, the customer is responsible for ensuring they are correct and usable at the appointment time.
On the day of service, the customer must ensure that access is available at the agreed time. If the cleaner cannot enter the property due to locked doors, incorrect access details, absence of the customer where attendance is required, or other access failure, the visit may be treated as cancelled by the customer and a charge may still apply. The company is not responsible for delays caused by traffic, weather, building access issues, or events outside reasonable control, although every effort will be made to attend on time and complete the cleaning appointment as planned.
Customers should remove or secure items of value, important documents, jewellery, cash, and delicate possessions before the service begins. Where the customer asks for cleaning around valuables or sensitive items, the cleaner will use reasonable care, but the customer remains responsible for deciding whether such items should be moved in advance. The company may refuse to clean certain areas or items where doing so would create an unacceptable risk of damage. This includes, for example, unstable fixtures, items already damaged, or surfaces that cannot reasonably withstand standard professional cleaning.
Payment terms will be confirmed at the time of booking or in the written quotation. Unless otherwise agreed, payment is due in full on completion of the service or by the invoice due date stated on the invoice. For recurring services, payment may be taken by bank transfer, card payment, direct debit, or another agreed method. If a deposit is required, it must be paid to secure the appointment. Prices may include labour, standard cleaning materials, and routine equipment, but may exclude parking charges, specialist products, extra labour, or additional tasks not originally included in the booking.
If the customer requests work beyond the agreed scope, the company may charge an additional fee. This includes extra rooms, deep-cleaning tasks, unusually heavy build-up, stain treatment, or additional time caused by inaccurate booking information. Any significant increase in price should be explained wherever practical before the extra work is carried out. If payment is overdue, the company may suspend future bookings, charge reasonable recovery costs, and, where permitted by law, charge statutory interest on late commercial payments or reasonable late fees for consumer invoices where these are clearly disclosed.
Discounts, promotional rates, or package prices are offered at the company’s discretion and may be withdrawn or amended for future bookings. Any discount only applies to the period or service specifically stated. Unless otherwise agreed, all prices are stated in pounds sterling and may be subject to VAT if applicable. A cleaning provider may update its prices from time to time, but confirmed bookings will normally be honoured at the agreed price unless the customer changes the service specification or the property conditions materially differ from what was described.
Cancellation terms depend on the type of booking. For standard appointments, the customer should give reasonable notice if they need to cancel or rearrange. Where a cancellation occurs with insufficient notice, a charge may apply because time has been reserved and staffing has been allocated. For recurring services, the customer should provide notice before the next scheduled visit to avoid charges for that appointment. If the company cancels or reschedules due to illness, safety concerns, severe weather, or other operational reasons, an alternative date will usually be offered where possible.
If a customer is not present when required, or if access is not granted within a reasonable time, the appointment may be treated as a late cancellation or failed visit. In such circumstances, the full or partial service fee may still be payable, particularly where staff have already travelled to the property or have been unable to accept other work because of the booking. Where a cancellation fee applies, it will generally reflect the time reserved and any unavoidable costs already incurred by the company in connection with the cleaning service terms.
Refunds, if any, are normally considered only where the service has not been performed at all or where a genuine issue has been identified and reported promptly. Dissatisfaction alone does not automatically create a right to a refund if the service was provided in line with the booking details and reasonable standards. If an issue is raised, the company may inspect the matter, request photographs, and, where appropriate, offer a re-clean or other practical remedy. This approach helps ensure that any complaint is reviewed fairly and promptly.
Liability is limited to losses that are reasonably foreseeable and directly caused by a proven breach of duty by the company. The company does not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, the company will not be responsible for indirect or consequential loss, loss of profit, or loss arising from items left unsecured, defective fittings, pre-existing damage, or instructions that are unclear, incomplete, or contrary to these terms. This is a standard position in cleaning company terms.
The company will take reasonable care while working in the property, but some risks remain outside its control. Delicate, antique, water-sensitive, untreated, poorly fixed, or already weakened surfaces may be more vulnerable to damage even when handled carefully. The customer should notify the company in advance of any fragile or high-value item or surface that requires special attention. Where a customer asks the cleaner to proceed despite a known risk, that instruction will be treated as acceptance of the risk so far as permitted by law.
The customer must ensure that the property is reasonably safe for cleaning work. This includes providing a safe working environment, informing the company of hazards, and making sure any required electricity, hot water, and other services are available unless otherwise agreed. The company may stop work if it becomes unsafe to continue, if conditions are unsanitary, or if the property contains threats to health and safety. In such cases, the company may still charge for the time spent and costs reasonably incurred up to the point work was stopped.
Waste regulations must be followed by both parties. The company will handle general waste generated during the service in a lawful and responsible manner, and may remove normal household waste from bins or designated areas where this forms part of the agreed service and local disposal arrangements allow it. However, the company does not accept responsibility for disposing of hazardous waste, clinical waste, asbestos, needles, chemicals, paint, solvents, sharps, or any other regulated material unless there is a separate written agreement and all legal requirements are met. The customer must disclose any such waste before booking.
Any waste created by the customer’s property conditions, including excessive rubbish, infestation-related waste, or items requiring specialist handling, may result in additional charges or refusal of service. The company will not transport or dispose of prohibited waste in a way that breaches UK waste law or any applicable environmental rules. Where a customer requests disposal of items, it remains the customer’s responsibility to ensure they are permitted to be removed and discarded. The company may request that items are separated, bagged, or placed for collection in accordance with lawful disposal procedures.
The customer must not ask cleaners to remove, handle, or conceal waste that is illegal, unsafe, or improperly packaged. Any instruction that would involve a breach of waste regulations will be refused. If the company reasonably believes that waste, bodily fluids, pest contamination, or other hazardous substances are present, it may require specialist cleaning or refuse to proceed until the situation is assessed. This helps protect staff, occupants, and the integrity of the property while supporting compliance with relevant UK environmental and health standards.
The company may use subcontractors or employed staff to deliver the service, and any such person will be covered by these terms to the extent relevant to their role. The company may assign the benefit of a booking or agreement to another responsible provider if necessary for operational reasons, provided this does not reduce the customer’s rights. The customer may not assign their rights under the booking without written consent, because cleaning appointments depend on access, timing, and property-specific information.
These terms may be updated from time to time to reflect changes in law, business practice, or service structure. The version that applies to a booking is the version in force at the time the booking is confirmed, unless the customer agrees otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining sections will continue in force. No failure to enforce a term immediately should be treated as a waiver of the right to enforce it later.
The contract between the customer and Nottinghill Cleaners is governed by the laws of England and Wales. Any dispute arising from or connected with the service, these terms and conditions for cleaning services, or any related booking shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. This governing law clause is intended to provide certainty for both parties and to ensure the agreement is interpreted under the appropriate UK legal framework.
This document forms the full general terms for the service unless replaced or supplemented by a specific written agreement signed or accepted by both parties. By proceeding with a booking, the customer confirms that they have read, understood, and accepted these conditions. If any clarification is needed about the scope of work, payment structure, or service limits, it should be resolved before the appointment begins so that the cleaning arrangement remains clear and manageable for everyone involved.
