Cleaner Ealing Service Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaner Ealing. By making a booking, the customer agrees to be bound by these terms. They are designed to create a clear and fair relationship between the customer and the cleaning provider, covering the booking process, payment obligations, cancellation rules, liability limits, waste handling, and the legal framework governing the service. These terms apply to domestic and commercial cleaning services unless a separate written agreement states otherwise.

For the purposes of these terms, “we”, “us” and “our” refer to Cleaner Ealing, and “you” or “the customer” refers to the person or business booking the service. The service may include one-off cleaning, regular cleaning, deep cleaning, end-of-tenancy cleaning, or other similar cleaning tasks agreed in advance. The exact scope of work will depend on the booking confirmation, the condition of the premises, and any specific instructions provided before the appointment.

These terms should be read carefully before booking. If anything is unclear, it is the customer’s responsibility to seek clarification before confirming a service. By proceeding with a booking, the customer confirms that they have read and understood the key provisions, including those relating to access, payment, cancellations, and waste removal. Nothing in these terms affects your statutory rights as a consumer under UK law.

1. Booking Process

All bookings for Cleaner Ealing services are subject to availability and acceptance. A booking request may be made using the approved booking method provided by the service provider, and the request must include accurate information about the property, the type of clean required, the preferred date and time, and any relevant access or safety details. The customer must ensure that the information supplied is complete and truthful, as this information is used to assess the work, allocate time, and determine whether any special materials, equipment, or staffing are needed.

A booking is only confirmed once Cleaner Ealing has acknowledged the request and, where relevant, any required deposit or upfront payment has been received. Until confirmation is issued, no agreement exists to provide the service on the requested date. We reserve the right to refuse or decline a booking at our discretion, including where the property conditions are unsuitable, where the requested service falls outside our normal scope, or where access, safety, or scheduling issues make the booking impractical.

2. Service Scope and Customer Responsibilities

The customer must ensure that the property is ready for the cleaning appointment and that reasonable access is available at the agreed time. This may include arranging entry, providing keys or codes where appropriate, and ensuring that water, electricity, and any necessary facilities are available. The customer must remove or secure valuables, cash, documents, jewellery, fragile items, and any items of particular significance before the cleaning begins. Cleaner Ealing shall not be responsible for losses arising from items left accessible where reasonable precautions were not taken.

Where the service includes specialised tasks, such as stain treatment, oven cleaning, appliance cleaning, or end-of-tenancy work, the customer should identify any known limitations, damage, or pre-existing issues in advance. Cleaning results may vary depending on the age, condition, and surface type of the property or item being cleaned. Some marks, ingrained dirt, limescale, odours, or wear may not be fully removable, and no guarantee is given that a perfect result can be achieved in every case. Any estimates are based on the information supplied and may be revised if the actual condition differs materially from what was described.

3. Payments

Payment terms for Cleaner Ealing cleaning services will be stated at the time of booking or in the booking confirmation. Unless otherwise agreed in writing, payment is due in full on or before the day of service. For certain bookings, a deposit, card pre-authorisation, or advance payment may be required to secure the appointment. Prices are normally quoted based on the information provided by the customer and may change if the property size, condition, duration, or service requirements differ from the original description.

If additional work is requested during the appointment, or if the cleaning team reasonably determines that extra time is needed because the property requires more work than initially disclosed, the customer agrees to pay the additional charge applicable to that extra time or service. Any updated price should be explained before the extra work proceeds where reasonably practicable. Non-payment, failed payment, or payment reversal may result in cancellation of future bookings, suspension of service, and recovery action where necessary.

All charges may be subject to applicable taxes where required by law. The customer is responsible for ensuring that payment details are valid and that sufficient funds are available. Invoices, receipts, or confirmations may be issued electronically. If payment is not received by the due date, Cleaner Ealing reserves the right to charge reasonable costs associated with collection, to the extent permitted by law.

4. Cancellations, Rescheduling, and Access Failure

The customer may cancel or reschedule a booking, but notice must be given within a reasonable time. Unless a different notice period is stated in the booking confirmation, cancellations made with short notice may incur a charge to cover reserved time, staffing, and preparation costs. In some cases, a deposit may be non-refundable, especially where the booking required advance allocation of resources or a discounted rate was offered in exchange for commitment. The exact cancellation fee will depend on how much notice is provided and the nature of the booking.

If the customer reschedules rather than cancels, we will use reasonable efforts to offer an alternative appointment, but availability cannot be guaranteed. Where access is not provided at the agreed time, where keys or entry instructions are incorrect, or where the property is unsafe or unfit for work, the appointment may be treated as a late cancellation or failed visit and charged accordingly. The customer will be responsible for any wasted attendance costs if our team arrives and cannot commence work for reasons outside our control.

5. Delays and Changes to Appointments

Cleaner Ealing will make reasonable efforts to arrive on time, but appointment times are estimates and may be affected by travel conditions, workload changes, weather, or unforeseen events. If a delay occurs, we will take reasonable steps to inform the customer and to rearrange where needed. We are not liable for minor delays that are outside our control, provided that the service is still delivered within a reasonable period or rebooked at a mutually convenient time.

If the cleaning team is unable to gain access or the customer fails to provide the agreed facilities, we may wait for a reasonable period before leaving the site. If the issue is not resolved within that period, the booking may be cancelled and the full or partial fee may remain payable. Any decision to waive a charge in such circumstances will be made at our discretion and without prejudice to our rights under these terms. Customers are encouraged to keep entry details accurate and to notify us promptly of any change.

6. Liability and Limits of Responsibility

Cleaner Ealing will carry out services with reasonable care and skill. However, our liability is limited to losses that are a foreseeable result of our breach of these terms or our negligence. 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. Subject to those legal requirements, we are not responsible for indirect, consequential, or purely economic losses that could not reasonably have been anticipated.

We are not liable for pre-existing damage, wear and tear, unstable fixtures, faulty fittings, hidden defects, or damage caused by items already in poor condition. The customer should notify us of any known fragility or prior damage before the service begins. Where an item is particularly delicate or valuable, the customer should take all reasonable precautions or exclude that item from the cleaning scope. Any complaint relating to damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after discovery.

If we are found liable for any claim relating to the service, our total liability shall be limited, to the extent permitted by law, to the amount paid or payable for the relevant service. This limit does not affect rights that cannot lawfully be excluded. Nothing in these terms reduces the customer’s duty to mitigate loss or to cooperate in the investigation of any issue, complaint, or incident.

7. Waste Handling and Regulations

In carrying out cleaning services, Cleaner Ealing will comply with applicable UK waste regulations and environmental requirements. We will handle waste lawfully and responsibly, but our standard cleaning service does not automatically include the removal of large volumes of waste, hazardous materials, clinical waste, sharp objects, asbestos, chemicals, paint, oils, solvents, or any substance requiring specialist disposal. If the customer requires waste removal beyond ordinary cleaning refuse, this must be agreed in advance and may require separate arrangements.

The customer is responsible for informing us of any waste that may present a health or safety risk. We reserve the right to refuse to handle, move, or dispose of any item that we reasonably consider unsafe, restricted, or subject to specialist disposal rules. Where the customer asks us to remove waste, they confirm that they have the legal right to dispose of it and that it does not contain prohibited or hazardous material unless separately agreed and lawfully arranged.

Waste collected during the service may be bagged or placed in designated waste areas, but final collection and disposal are subject to local collection arrangements and the customer’s own waste management responsibilities unless we expressly agree otherwise. The customer must not request any action that would breach environmental, health and safety, or waste transfer requirements. If improper waste is discovered during the service, we may stop work in that area until the issue is resolved.

8. Customer Obligations, Health and Safety, and Complaints

To allow the service to proceed safely and efficiently, the customer must provide a working environment that is reasonably safe for staff. This includes securing pets, informing us about alarms or access restrictions, and disclosing known hazards such as broken glass, exposed wiring, mould, pest activity, or slippery surfaces. If a location appears unsafe, we may pause or refuse to continue the work until the risk is addressed. The customer remains responsible for ensuring the premises comply with relevant safety obligations.

If the customer is dissatisfied with any aspect of the service, the issue should be reported promptly so it can be assessed and, where appropriate, remedied. Any request for reattendance or correction will be considered in line with the original booking terms, the nature of the issue, and the extent to which the customer has allowed a fair opportunity to inspect and address the matter. A complaint does not automatically entitle the customer to withhold payment for completed work.

These terms are intended to be applied reasonably and in good faith. If any part of the service agreement is found to be unenforceable, the remainder will continue in full force. Our failure to enforce a right on one occasion does not mean that right is waived for the future. Any variation to these terms must be agreed in writing by Cleaner Ealing.

9. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. Both parties agree that the courts of England and Wales shall have exclusive jurisdiction over any dispute arising out of or relating to the cleaning services, except where mandatory consumer law provides otherwise. If any term is inconsistent with applicable law, the term will be modified only to the extent necessary to make it lawful and enforceable.

By booking a service with Cleaner Ealing, the customer confirms acceptance of these terms in full. The goal of these conditions is to ensure that the service is delivered transparently, with clear expectations on both sides. They cover the practical and legal aspects of Cleaner Ealing services while leaving room for fair, professional, and lawful operation in ordinary circumstances.