Terms and Conditions for Islington Cleaners
These Terms and Conditions set out the basis on which Islington Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear and fair agreement between the parties. These terms apply to all standard cleaning appointments, one-off cleans, deep cleaning services, end-of-tenancy cleans, and any additional services agreed in writing. They should be read carefully before confirming a booking, as they explain how appointments are arranged, how payments are handled, when cancellations may apply, and the limits of our responsibility.
The purpose of these terms is to ensure that the service is delivered safely, professionally, and in accordance with applicable UK law. They also explain the responsibilities of the customer, including access to the property, the condition of the premises, and the need to disclose any issues that may affect the cleaning work. In these terms, references to the company, we, or us mean Islington Cleaners, and references to the customer, you, or your mean the person or organisation booking the service.
Please note that certain services may require special arrangements, such as the use of specialist equipment, additional time, or suitable products for delicate surfaces. Where the scope of work changes after the booking has been confirmed, we reserve the right to revise the price, the schedule, or both, provided the customer is informed in advance where reasonably possible.
1. Booking Process
A booking with Islington Cleaners may be made by phone, email, online form, or any other method we make available from time to time. A booking request does not create a contract until we have confirmed acceptance of the service, the date, the time, and any agreed price estimate. We may ask for further information before accepting a booking, including the property type, approximate size, access arrangements, cleaning requirements, and any special instructions relevant to the work.
All bookings are subject to availability. While we aim to accommodate preferred dates and times, we cannot guarantee any specific slot unless it has been confirmed. If we provide an estimate or quotation, it will be based on the information supplied by the customer. If the actual conditions differ from those described, the final price may need to be adjusted to reflect the time, labour, or materials required to complete the cleaning service properly.
It is the customer’s responsibility to ensure that all booking details are accurate and complete. This includes the correct address, access arrangements, contact details, parking considerations, alarm instructions, and any known hazards. We may refuse, suspend, or cancel a booking if the information provided is misleading, incomplete, or if the property presents an unacceptable risk to our staff or equipment. For the avoidance of doubt, a confirmed booking may still be amended where operational needs, safety, or legal compliance make this necessary.
Where a booking involves an end-of-tenancy clean, deep clean, or another service with a detailed scope, the customer should ensure that the expected standard is clearly understood before the appointment takes place. The company will use reasonable skill and care, but we do not guarantee the outcome of any third-party inspection or landlord assessment, as such decisions may depend on factors outside our control.
We may send reminders, updates, or confirmations using the contact details supplied at the time of booking. It remains the customer’s responsibility to check these communications. If a customer does not respond to queries that are necessary to complete the booking or enter the premises, the appointment may be delayed or treated as a late cancellation. In such cases, charges may apply in line with the cancellation policy set out below.
Service variation may occur where the customer asks for extra tasks on the day, such as internal appliance cleaning, stain treatment, or additional rooms not included in the original booking. These items are only included if agreed by both parties and may increase the price. If we are unable to provide the extra work within the planned appointment time, we may offer a revised schedule or decline the request.
2. Payments
Payment terms will be agreed at the time of booking or on issue of an invoice. Unless stated otherwise, all fees must be paid in full by the due date indicated on the invoice or before the service is performed where advance payment is required. We may request a deposit to secure certain appointments, especially for larger jobs, repeat services, or bookings requiring dedicated staffing or specialist materials.
All prices are quoted in pounds sterling and, unless expressly stated, include only the services listed in the booking confirmation. Any additional services, call-out charges, parking costs, congestion charges, specialist products, or unforeseen labour may be charged separately if they were not included in the original agreement. We reserve the right to correct obvious pricing errors or quote inaccuracies before accepting a booking.
Payment may be made by bank transfer, card, or any other approved method stated by us. Cash payments, where accepted, must be made in accordance with any instructions provided. If payment is late, we may charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend future bookings until outstanding balances have been settled in full.
Non-payment may result in the withholding of further services, cancellation of planned visits, or referral of the debt to a third party for recovery. Any dispute regarding an invoice must be raised promptly and in writing. Raising a dispute does not automatically suspend the obligation to pay undisputed sums by the due date.
3. Cancellations, Rescheduling, and Access
If you need to cancel or reschedule a booking, you should notify us as soon as possible. Cancellation charges may apply depending on the notice given, the type of service, and any costs already incurred. For example, where materials have been purchased, staff have been allocated, or travel has been arranged, we may retain part or all of the fee to cover our losses, provided such charges are reasonable and lawful.
We may cancel or reschedule an appointment if access is not available, if the property is unsafe, if severe weather or operational disruption makes attendance impractical, or if the customer fails to provide the necessary information or cooperation. In such cases, we will normally try to offer an alternative date. If the issue is caused by the customer, a cancellation or wasted visit charge may apply.
The customer must ensure that someone is available to grant access if required, or that secure entry arrangements are in place. If our team cannot enter the property at the agreed time, the visit may be treated as a missed appointment. In addition, any delay caused by late access may reduce the time available for cleaning, and we cannot guarantee that all tasks will be completed within the original time slot.
Where a key or access device is entrusted to us, we will take reasonable care of it, but the customer remains responsible for providing clear instructions and notifying us of any changes. If access credentials are incorrect, inactive, or withdrawn without notice, resulting in a failed visit, we may charge for the lost appointment and any related costs.
4. Liability and Service Standards
We will perform our services with reasonable skill and care and in accordance with generally accepted cleaning industry standards. However, cleaning work may involve surfaces, materials, or fixtures that are already worn, fragile, stained, or damaged. We are not responsible for pre-existing faults, deterioration, hidden damage, or failures that arise from the age or condition of the property or contents.
The company will not be liable for indirect or consequential losses, loss of profit, loss of business, or any claim arising from circumstances beyond our reasonable control. Nothing in these terms 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. Subject to this, our total liability for any claim arising from the service will be limited to the amount paid for the relevant booking.
Customers should remove or secure valuables, fragile items, confidential materials, and items of particular sentimental or monetary value before the cleaning begins. Although our team will take reasonable care while working in the property, we are not responsible for items left unsecured in areas being cleaned. If you request that we move or clean around delicate objects, you accept the associated risk unless damage results from our negligence.
Claims for damage must be reported as soon as reasonably practicable after the service is completed, and in any event within a reasonable time. The customer should provide supporting details, including photographs where available, to help us assess the issue. We may inspect the affected item or property before reaching a conclusion. If damage is found to have been caused by our negligence, our liability will be limited to repair, replacement, or a refund, as appropriate and to the extent permitted by law.
5. Waste Regulations and Disposal
All waste generated during the course of the cleaning service must be handled in compliance with applicable UK waste regulations and local disposal rules. Unless otherwise agreed, we will only remove ordinary waste directly associated with the service where lawful and practical to do so. Customers remain responsible for arranging disposal of bulk waste, hazardous waste, sharps, confidential waste, and any material requiring specialist handling.
We do not accept responsibility for the removal of items that are prohibited by law or that require a licence, specialist carrier, or designated disposal facility. This includes, without limitation, asbestos, medical waste, chemicals, paint tins, gas canisters, and contaminated materials. If such items are present, the customer must inform us before the appointment. We may refuse to move, clean, or dispose of any item that poses a health, safety, or legal risk.
Where rubbish bags, packaging, or other disposables are removed as part of the agreed service, they must be placed in the customer’s designated waste collection point or otherwise handled in accordance with the law. The customer must ensure that any refuse generated by the service can be disposed of lawfully and that the property has adequate facilities for storage or collection if needed. We are not liable for fines, penalties, or enforcement action arising from the customer’s failure to comply with waste obligations.
We may also decline to use certain chemicals, cleaning agents, or disposal methods where these would conflict with environmental obligations, manufacturer instructions, or health and safety requirements. In such cases, we will use a suitable alternative where reasonably possible, but we reserve the right to adapt the method of service to maintain compliance and safety.
6. Customer Responsibilities
Customers must provide a safe working environment and disclose any matters that could affect the service, such as pests, biohazards, mould, structural hazards, aggressive animals, or defective electrics. If we believe the environment is unsafe, we may stop work immediately and treat the appointment as cancelled by the customer if the issue was not disclosed in advance. Any loss or delay caused by incomplete disclosure may be charged accordingly.
You must also ensure that water, electricity, lighting, and any other necessary utilities are available unless we agree otherwise. If a service cannot be completed because essential utilities are unavailable, we may still charge for the time spent attending the property. The same applies if the property is not in a condition that allows us to carry out the agreed work effectively.
It is the customer’s duty to ensure that the property is prepared for cleaning unless preparation has been specifically included in the booking. This may include tidying items from floors or surfaces, securing pets, and removing obstacles that prevent access to areas to be cleaned. If the level of clutter or obstruction prevents an efficient service, we may restrict the work to what is reasonably possible within the available time.
7. Complaints, Changes, and Force Majeure
If you are unhappy with any aspect of the service, you should notify us promptly so the issue can be reviewed. We may request an opportunity to inspect or rectify the matter, where appropriate. Any request for re-cleaning or corrective action must relate to the original scope of work and be reported within a reasonable period after completion.
We may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless the change is required by law or agreed otherwise. If any term is found to be unlawful or unenforceable, the remaining provisions will continue in full force and effect.
We are not liable for delays or failure to perform our obligations due to events outside our reasonable control, including severe weather, transport disruption, illness, industrial action, public emergencies, or utility failures. In such circumstances, we will make reasonable efforts to rearrange the service, but we will not be responsible for losses caused by the delay.
8. Governing Law
These Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising out of or in connection with these terms, the booking, or the services provided by Islington Cleaners will be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in these terms affects your statutory rights as a consumer under applicable UK law.
By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. They are intended to provide a fair framework for the supply of cleaning services, the handling of payment, the management of cancellations, the allocation of risk, and compliance with waste and safety requirements. If a term appears unclear, the customer should seek clarification before the service is confirmed, as once the booking is accepted the agreement will be treated as binding in accordance with these conditions.
