Cleaner Brixton Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Brixton provides domestic and commercial cleaning services. By making a booking, you agree to be bound by these terms, which are intended to create a clear and fair arrangement for both parties. In these terms, references to “we”, “us” and “our” mean Cleaner Brixton, and references to “you” and “your” mean the customer or the person making the booking. Please read everything carefully before confirming any cleaning service.

Our services may include regular housekeeping, deep cleaning, end of tenancy cleaning, one-off cleaning, and related cleaning tasks agreed in advance. The exact scope of work depends on the service selected, the condition of the property, the time allocated, and any specific instructions you provide. Cleaner Brixton will always aim to deliver a professional service, but the outcome depends on access, preparation, and the suitability of the premises for the work requested.

These terms apply to all bookings unless we agree otherwise in writing. If any separate service description, quotation, or written agreement conflicts with these terms, the separate document will apply only to the extent of the conflict and only where it has been expressly accepted by us. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in force.

1. Booking process

Bookings may be made by phone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and, where required, received any deposit or advance payment. We may request details about the property, size of the premises, the type of cleaning required, access arrangements, parking limitations, pets, and any items or areas requiring special care.

When you request a service from Cleaner Brixton, you must provide accurate and complete information. This includes the address, preferred date and time, any hazards, and any conditions that may affect the cleaning. If the information supplied is incomplete or inaccurate, we may adjust the quotation, revise the time required, or cancel the booking if the service cannot be delivered safely or properly. We may also refuse a booking where the requested work falls outside our service scope, is not reasonably safe, or cannot be completed within the available timeframe.

2. Service scope and customer responsibilities

You are responsible for ensuring that the property is accessible at the agreed time and that all relevant rooms, surfaces, and areas are available for cleaning. Unless otherwise agreed, you must secure valuables, documents, money, jewellery, medicines, and fragile items before the service starts. We are not responsible for items left out in the property that are damaged due to their condition, instability, or location, except where the damage is caused by our negligence.

The cleaning team will perform the services agreed at the time of booking, taking reasonable care and using professional standards. However, Cleaner Brixton services do not include repairs, electrical work, plumbing, lifting heavy furniture, moving items that could cause injury, or handling prohibited or hazardous materials unless specifically agreed and legally permitted. We may decline to clean an item or area if we believe doing so would be unsafe, impractical, or likely to cause damage.

3. Payments and pricing

Prices are usually based on the type of service, estimated duration, property size, level of soiling, access conditions, and any special requirements. Quotations are provided in good faith but may be revised if the actual condition of the property materially differs from the information given at booking. Any change to the price will be communicated as soon as reasonably possible.

Unless stated otherwise, payment is due on completion of the service or in advance for certain bookings. We may require a deposit to secure the appointment, especially for large, urgent, or high-value jobs. Accepted payment methods may include bank transfer, card payment, or another method we confirm at the time of booking. If payment is not received when due, we may charge reasonable administration costs and interest to the extent permitted by law.

Any additional work requested on the day, such as extra rooms, deep-clean add-ons, or extended time, may incur further charges. If the customer requests a service extension and we agree, the extra work will be charged at our applicable rate. All prices are quoted exclusive of any taxes unless clearly stated otherwise.

4. Cancellations, rescheduling and access

You may cancel or reschedule a booking by giving notice within a reasonable time before the appointment. For most bookings, if you cancel too close to the appointment time or prevent us from carrying out the work, we may charge a cancellation fee to cover lost time, travel, and preparation. Where a deposit has been paid, it may be retained in full or in part depending on the notice given and the costs already incurred.

If our team arrives but cannot start because access is not provided, the property is not ready, utilities are unavailable where needed, or a key collection arrangement fails, this may be treated as a late cancellation or wasted attendance. Similarly, if the cleaning cannot proceed because the property has conditions not disclosed in advance, we may shorten the service, adjust the scope, or leave the premises if continuing would be unreasonable or unsafe.

We may cancel or reschedule a booking if staff are unavailable, access is impossible, severe weather or transport disruption occurs, or another event outside our reasonable control affects service delivery. In such cases, we will use reasonable efforts to offer an alternative appointment. We will not be liable for indirect losses arising from a lawful cancellation or rescheduling, provided we have acted reasonably and communicated the change as soon as possible.

5. Liability and damage

We will exercise reasonable care and skill in providing the service. If you believe we have caused damage, you must notify us as soon as possible and, in any event, within a reasonable period after the service ends. You should provide details of the issue and, where practical, supporting photographs or other evidence. We may inspect the area or item concerned before determining any remedy.

Our liability for loss or damage caused by our negligence is limited to the lesser of the actual direct loss and the amount paid for the relevant service, except where the law does not allow such limitation. We are not liable for pre-existing damage, wear and tear, faulty fixtures, hidden defects, poor installation, items that are inherently fragile, or damage caused by the customer’s instructions. We are also not responsible for loss of profit, business interruption, emotional distress, or any indirect or consequential loss.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. If we do accept responsibility for damage, we may choose to repair, replace, or pay reasonable compensation, depending on what is appropriate in the circumstances.

6. Waste regulations and disposal

Our cleaning services may involve the collection and removal of limited waste generated during the work, such as packaging, dust, loose debris, or non-hazardous household waste, where this has been agreed in advance. We will only dispose of waste in accordance with applicable UK waste regulations and environmental requirements. We do not provide unlawful dumping, unlicensed disposal, or any service that would require us to breach environmental or waste-handling rules.

You remain responsible for the proper disposal of items that are not part of normal cleaning waste, including bulky items, electrical goods, construction waste, confidential materials, bodily fluids, biohazards, clinical waste, asbestos, chemicals, or other controlled substances. If such materials are present, you must disclose them before the booking. We may refuse to handle, move, or dispose of any item that is hazardous, restricted, or likely to require specialist collection.

Where we agree to remove waste, you confirm that you have the authority to authorise its disposal and that the waste is lawfully eligible for collection under the agreed service. If we suspect that materials are contaminated, illegal, dangerous, or unsuitable for standard disposal, we may stop work immediately and charge for time already spent. Any additional disposal costs, permits, or third-party charges will be payable by you unless otherwise agreed in writing.

7. Complaints, service issues and remedies

If you are dissatisfied with any part of the service, you should tell us promptly so we can review the matter. We may ask for photographs, a description of the issue, and an opportunity to return and inspect the work. In some cases, a re-clean or partial rework may be offered if this is reasonable and appropriate. Any remedy will depend on the specific circumstances and on whether the issue was caused by our performance or by factors outside our control.

We are not required to provide a refund where the concern arises from unrealistic expectations, pre-existing conditions, unsuitable surfaces, incomplete instructions, or failure to allow sufficient time for the agreed work. However, we will consider each issue fairly and act in accordance with our obligations under consumer law and general contract principles. Nothing in these terms affects your statutory rights as a consumer where applicable.

8. Property condition, access and health and safety

You must ensure that the property is reasonably safe for our team to work in. This includes disclosing broken fixtures, loose flooring, exposed wires, wet floors, aggressive pets, infestations, and any other condition that could present a hazard. We may refuse or pause the service if we believe there is a risk to health and safety or if the property is unsuitable for the agreed work. In such circumstances, the full or partial service fee may still be payable if we have already attended and incurred costs.

We may require you to provide water, electricity, lighting, and access to the areas being cleaned. If these are unavailable and the service cannot be completed, the appointment may be shortened, rescheduled, or treated as cancelled. Where keys, alarms, entry codes, or lockbox arrangements are used, you are responsible for ensuring they work correctly and are provided in good time. Any delay caused by access problems may affect the duration and scope of the cleaning.

We may use our own equipment, products, and materials unless otherwise agreed. If you ask us to use specific products provided by you, you accept responsibility for their suitability and safety, except where damage results from our negligent handling of those products. Some surfaces and materials require special care, and we may decline to use a product if we believe it is inappropriate for the task.

9. Force majeure

We will not be liable for delays or failures caused by events beyond our reasonable control, including severe weather, transport disruption, strikes, power failures, public health emergencies, acts of government, or other exceptional events. If a force majeure event affects a booking, we may suspend the service, rearrange the appointment, or cancel the booking without liability for consequential loss. Any prepaid sums for work not performed will be dealt with fairly and in accordance with the circumstances.

10. 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. The courts of England and Wales shall have exclusive jurisdiction over any dispute, subject to any mandatory consumer rights that apply. If any term is inconsistent with applicable law, that term will be interpreted to the minimum extent necessary to make it lawful, while the remainder will continue to apply.

11. General provisions

These terms form the entire agreement between you and Cleaner Brixton concerning the relevant service, unless we agree a separate written variation. No person other than the parties to the booking has the right to enforce any of these terms. Failure to enforce any right immediately does not mean that right is waived. Any amendment must be made in writing or otherwise clearly confirmed by us.

By booking a service with Cleaner Brixton, you confirm that you have read, understood, and agreed to these Terms and Conditions.