Cleaners N7 Terms and Conditions
These Terms and Conditions set out the basis on which our cleaning services are supplied to customers. By making a booking, confirming an appointment, or allowing work to begin, you agree to these terms. They are designed to create a clear and fair arrangement for both the customer and the cleaning service provider. In these terms, references to we, us, and our mean the cleaning company, and references to you and your mean the customer. These terms apply to domestic and commercial cleaning services provided under the Cleaners N7 service name.
We aim to provide a professional, reliable, and consistent cleaning service. However, the exact scope of each job depends on the service selected, the condition of the premises, and any special instructions agreed in advance. All bookings are accepted subject to availability and confirmation. Nothing in these terms affects your statutory rights as a consumer where such rights apply.
By using our cleaners N7 service, you confirm that you are authorised to request cleaning work at the relevant premises and that you have read and understood these terms. If you do not agree with any part of them, you should not proceed with a booking. These terms may be updated from time to time, and the version in force at the time of booking will normally apply to that booking.
Booking Process
All cleaning bookings must be made through an approved booking method and are only confirmed once we have acknowledged the appointment and provided a booking reference or written confirmation. A request for service does not by itself guarantee acceptance. We may ask for information about the property, the type of cleaning required, the preferred date and time, access arrangements, and any special requirements so that we can assign the correct cleaner N7 service team.
When you book, you must ensure that all information you provide is accurate and complete. This includes the size and condition of the premises, any known hazards, the presence of fragile items, and whether parking, keys, alarms, or access codes will be needed. If the details supplied are incomplete or inaccurate, we may need to revise the quotation, change the schedule, or in some cases cancel the booking. Any estimate given before an inspection is based on the information you provide and may be adjusted if the actual work differs materially from that description.
We reserve the right to refuse, postpone, or withdraw a booking where the requested work is unsafe, unlawful, beyond our service scope, or otherwise unsuitable. A booking may also be refused if the property condition presents a risk to health, safety, or equipment. For avoidance of doubt, we may require the premises to be in a condition that allows reasonable access and safe working. If there are pests, excessive biohazards, or items that need specialist treatment, we may recommend that a separate contractor is instructed.
Once a booking is accepted, it becomes binding subject to these terms. You are responsible for ensuring that someone with authority is available to grant access where needed. If our team arrives and cannot access the premises, or if the work cannot begin because the site is not ready, we may charge a call-out fee or an amount reflecting the time reserved for the appointment. Arrival times are provided as estimates unless a fixed time has been expressly confirmed.
Any changes to the booking, including date, time, service type, or duration, should be requested as soon as possible. We will do our best to accommodate changes, but adjustments are subject to availability and may affect price. Additional work requested on the day may be accepted only if it is safe and practical to do so. The cleaning operatives are not obliged to carry out tasks that fall outside the confirmed service, unless agreed by us.
Where recurring or regular services are arranged, each visit remains subject to the same standard terms unless a separate written agreement states otherwise. If you ask to pause, reschedule, or amend a recurring clean, reasonable notice should be given so that staffing can be adjusted. Repeated short-notice changes may result in revised terms, additional charges, or removal of preferred time slots.
Payments and Charges
The price for the service will be confirmed at the time of booking or shortly thereafter. Unless otherwise stated, prices are quoted in pounds sterling and may be based on hourly rates, fixed fees, or a combination of both. We may charge extra where the work takes longer than expected due to the condition of the property, additional tasks requested by you, restricted access, or the need for specialist materials or equipment. Any such extra charge will be explained as soon as reasonably possible.
Payment is due in accordance with the terms stated on the booking confirmation or invoice. We may require full or partial payment in advance, and in some cases payment must be made on completion of the service. We accept payment only by the methods made available at the time of booking. If a payment is overdue, we may suspend future services until the account is settled in full. You are responsible for any bank charges, card charges, or other fees imposed by your payment provider.
Discounts, promotional rates, and special offers are issued at our discretion and may be withdrawn or amended at any time unless already applied to a confirmed booking. Any offer is valid only for the period and conditions stated. Unless expressly agreed otherwise, quotes do not include the cost of specialist materials, parking, congestion charges, disposal fees, or any third-party costs required to complete the work.
In the event of a pricing dispute, you should notify us promptly so the matter can be reviewed. We may investigate the issue using booking records, attendance notes, and photographs if available. Where an invoice is found to be incorrect, we will issue a revised invoice or refund the overcharged amount where appropriate. However, if additional work was requested or clearly necessary to complete the agreed cleaning task, the charge will remain payable.
Cancellations, Delays, and Access Issues
You may cancel or reschedule a booking by giving us reasonable notice. The amount of notice required may depend on the type of service booked, the length of the appointment, and whether materials or staff have already been allocated. Cancellations made at short notice may incur a charge to cover lost time and any costs already incurred. If you fail to provide access at the agreed time or the premises are not ready for cleaning, the appointment may be treated as a late cancellation or a failed visit.
If we need to cancel or change an appointment because of illness, severe weather, equipment failure, or another event outside our control, we will notify you as soon as reasonably possible and seek to rearrange the visit. We shall not be liable for delay where the cause is beyond our reasonable control, provided we take reasonable steps to minimise the disruption. This may include offering an alternative date or a partial refund where appropriate.
We are not responsible for any loss caused by missed appointments where you have supplied incorrect address details, failed to provide keys or access codes, changed locks without informing us, or otherwise made access impossible. Similarly, if entry is delayed by a third party such as a concierge, landlord, tenant, or building manager, any resulting delay may still be chargeable. It is your responsibility to ensure that the premises can be accessed safely and on time.
Liability and Insurance
We will carry out services with reasonable care and skill. If we fail to do so, you may be entitled to a remedy under applicable law. However, our liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded.
While we take care when working in your property, you must inform us of any known risks, delicate surfaces, valuable items, hidden damage, or equipment that requires special handling. We do not accept responsibility for pre-existing damage, wear and tear, loose fittings, unstable fixtures, or defects that were not reasonably visible before work began. We are not liable for damage arising from items that are already poorly secured or from failure to disclose relevant information.
Where damage is alleged, you should notify us as soon as reasonably possible and provide a description of the issue and, where appropriate, photographs. We may inspect the area, request further details, or ask for evidence of pre-existing condition. If our investigation confirms that damage was caused by our negligence, we will determine an appropriate remedy, which may include repair, replacement, or compensation subject to any applicable limits.
Our total liability for any claim connected with a service, whether in contract, tort, or otherwise, shall be limited to the amount paid or payable for the specific service giving rise to the claim, except where a different limit is required by law. We shall not be liable for indirect or consequential losses, including loss of profit, loss of opportunity, or business interruption, except where such exclusion is prohibited by law.
Customer Responsibilities
You must ensure that the property is safe for cleaning work. This includes securing pets, notifying us of any hazards, and removing or protecting objects that could be damaged by routine cleaning. You should also ensure that any electrical items, plumbing fixtures, or appliances to be cleaned are in working condition and suitable for normal use. If you request cleaning of unusually fragile, antique, or high-value items, this must be discussed in advance.
You are responsible for obtaining any permissions needed from landlords, managing agents, residents' associations, or other relevant parties. Where special building rules apply, you should inform us before the booking. If we are prevented from performing the service because permission has not been obtained, we may charge for time wasted and any costs reasonably incurred.
Waste, Disposal, and Environmental Requirements
Any waste removed during a cleaning service will be handled in line with applicable UK waste regulations and local disposal requirements. We will only remove waste that forms part of the agreed service and that can be lawfully transported and disposed of by us. We do not carry hazardous waste, clinical waste, asbestos, chemicals requiring special treatment, or any waste that needs a licensed specialist unless expressly agreed in writing and lawfully permitted.
You must tell us in advance if the property contains sharp objects, broken glass, bodily fluids, mould contamination, needles, batteries, paint, solvents, or similar materials. Such items may require specialist handling. If prohibited or hazardous waste is discovered during the visit, we may stop work in the affected area and either reschedule, request a specialist contractor, or remove only the non-hazardous elements of the job. Any additional labour or disposal cost may be charged to you where permitted.
We may use our discretion in relation to the removal of ordinary household rubbish where this is part of the agreed work and can be safely collected. However, we are under no obligation to clear large volumes of waste, abandoned goods, building debris, or refuse requiring a skip, permit, or licensed waste carrier beyond the scope of the service. You remain responsible for ensuring that waste is disposed of lawfully and that the premises are not left in breach of any legal or tenancy obligations.
Service Standards and Complaints
We aim to deliver a consistent standard across all cleaner N7 appointments, but results may vary depending on the condition of the premises, available time, and the service purchased. Cleaning is a practical service, not a guarantee that every stain, mark, or residue will be removed. Some materials, including aged grout, permanent staining, limescale, or damaged surfaces, may not be fully recoverable through normal cleaning methods.
If you are unhappy with the service, you should notify us within a reasonable time after completion and provide details of the issue. We may offer a re-clean, a partial refund, or another fair remedy depending on the circumstances. Any remedy is subject to inspection and confirmation that the concern relates to the service provided. We will not be responsible for issues caused by third parties, post-cleaning use of the premises, or conditions outside our control.
All complaints will be handled in a fair and proportionate manner. We may ask for photographs, invoices, or other relevant evidence. Raising a complaint does not automatically entitle you to withhold payment for undisputed work already carried out. Any agreed refund or adjustment will be made using the original payment method where practicable.
Termination and General Provisions
We may end or suspend services immediately if you breach these terms, if it becomes unsafe to continue, if payment is not made when due, or if your conduct makes it unreasonable for our staff to remain on site. If termination occurs during a visit because of safety or misconduct concerns, you may still be liable for the portion of the service already completed and any reasonable costs incurred.
If any part of these terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force. No delay or failure by us to enforce any right shall be treated as a waiver of that right. Any waiver must be given in writing and shall apply only to the specific matter stated.
These terms, together with the booking confirmation and any written service specification, form the entire agreement between us and you in relation to the relevant service. If there is any inconsistency, the booking confirmation or any later written variation may take priority to the extent stated. Any variation to these terms must be agreed in writing.
Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. Where you are a consumer, the courts of England and Wales shall have jurisdiction, although if you live elsewhere in the UK, mandatory consumer protections may still apply as required by law.
By proceeding with a booking, you acknowledge that you have read these terms and agree to be bound by them. The aim of this agreement is to set clear expectations for cleaner N7 services, protect both parties, and ensure that every appointment is handled professionally, lawfully, and with reasonable care.