Terms and Conditions for Cleaners Barnes
These terms and conditions set out the basis on which cleaners Barnes provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing our team to attend a property, you agree to be bound by the terms below. They are designed to create a clear, fair, and practical framework for both parties, covering how appointments are arranged, how payments are handled, what happens if a booking is changed or cancelled, and how responsibility is allocated if something goes wrong.
For the purposes of these terms, “we”, “us”, and “our” refer to the cleaning service provider, and “you” or “customer” means the person, business, landlord, tenant, agent, or other party requesting the service. These terms apply whether you book a one-off visit, a recurring arrangement, or a specialist cleaning service. They should be read alongside any written quotation, booking confirmation, or service specification that forms part of your agreement with us.
We aim to provide a professional service that is transparent, reliable, and consistent. However, cleaning work can be affected by the condition of the property, the availability of parking or access, the presence of hazardous materials, and the instructions supplied by the customer. These terms explain the responsibilities on both sides so that expectations remain clear before, during, and after the appointment.
1. Booking Process
Bookings may be made by phone, email, online form, or other written method that we make available from time to time. A booking is not confirmed until we have accepted it and provided a confirmation in writing, which may include email or message confirmation. Any quotation given before the booking is confirmed is an estimate based on the information available at the time, including the type of clean required, the size and condition of the property, and any special tasks requested. If the details change, we reserve the right to revise the quotation.When booking cleaners Barnes, you must provide accurate and complete information about the property, the surfaces, access arrangements, pets, security requirements, and any known issues that could affect the service. If a cleaner arrives and finds that the information provided was incomplete or incorrect, we may adjust the price, limit the scope of the work, or refuse to proceed if it would be unsafe or impractical to do so. For recurring services, the agreed schedule will continue unless altered by mutual agreement.
We may ask for additional instructions before the appointment, and you agree to respond promptly where possible. If you request a specific time window, we will try to accommodate it, but arrival times can be affected by traffic, weather, access problems, or previous jobs running longer than expected. While we take punctuality seriously, time is not guaranteed unless expressly stated in writing. The service is booked for the period specified, not for a guaranteed completion outcome if the property requires more work than originally described.
2. Payments
Payment terms will be confirmed at the point of booking or in the quote. Unless otherwise agreed, payment is due on completion of the service or in advance where a deposit, pre-authorisation, or staged payment has been requested. We may require upfront payment for certain specialist jobs, larger premises, recurring arrangements, or new customers. Accepted payment methods may include bank transfer, card payment, or another method notified to you in writing.
If payment is not received by the due date, we reserve the right to charge reasonable interest and recovery costs where permitted by law. Any discounts, promotional rates, or package prices are only valid if the conditions attached to them are met. Prices are usually quoted exclusive of unusual extras unless those extras have been explicitly included. Examples may include heavy descaling, extensive waste removal, biohazard-related work, or additional labour caused by exceptional contamination. We will always aim to explain any likely extra charges before proceeding.
Where a customer asks for the service to continue beyond the booked time, or requests additional tasks during the visit, we may agree to these changes subject to staff availability and any revised price. If a payment card is declined or a transfer fails, the amount remains due and the booking may be suspended until the balance is settled. Receipts or invoices may be issued electronically for your records.
3. Cancellations, Rescheduling, and Delays
You may cancel or reschedule a booking by giving reasonable notice. Unless a different cancellation period is stated in your quote or booking confirmation, a minimum of 24 hours’ notice is normally required. If you cancel late, fail to provide access, or ask us to leave before the work is completed for reasons not caused by us, we may charge a cancellation fee or the full booked rate, depending on the circumstances and the amount of time reserved for you.We understand that plans change. If you need to move a booking, we will do our best to offer an alternative slot, but availability cannot be guaranteed. In the event of severe weather, staff illness, vehicle breakdown, or other operational disruption, we may need to postpone the visit. If we do so, we will offer a new appointment or a refund of any amount paid for the cancelled element, depending on what is appropriate in the circumstances. We are not liable for indirect losses arising from such changes, provided we act reasonably and with due care.
If our team is unable to access the property at the agreed time because keys, codes, parking instructions, alarms, or entry permissions were not provided correctly, the booking may be treated as a late cancellation. The same applies if the property is occupied in a way that prevents safe work or if the environment is unsuitable for cleaning. Where possible, we will wait for a limited period, but we are not obliged to extend the appointment beyond the booked timeslot.
4. Service Standards and Customer Responsibilities
We will carry out the cleaning service with reasonable care and skill, using appropriately trained personnel and, where relevant, standard cleaning materials and equipment. However, results can vary depending on the condition, age, and finish of the property and its contents. Some stains, marks, odours, or build-up may be permanent or may require specialist treatment beyond a standard clean. We do not guarantee that every defect will be removed.You are responsible for ensuring that the property is safe for cleaning. This includes securing valuable items, protecting fragile belongings, advising us of any vulnerable surfaces, and removing items that should not be touched. If you want us to clean inside cupboards, behind appliances, or within personal storage areas, these areas must be accessible and free from hazards. We may decline to move heavy furniture, handle electrical equipment that appears faulty, or clean any area that could pose a risk to staff or to the property.
All instructions must be lawful, reasonable, and capable of being carried out safely. If you request the use of a particular product, you should tell us about any allergies, material sensitivities, or surface restrictions in advance. We may refuse to use a product or method that we believe could damage the property, affect health and safety, or conflict with these terms. Any dispute about the completed service should be raised promptly so that we can assess the issue fairly.
5. Liability and Insurance
We will not be responsible for loss or damage that arises from inaccurate information supplied by you, pre-existing defects, poor maintenance, hidden faults, or the ordinary wear and tear of surfaces and fixtures. Our liability is limited to losses that are a foreseeable result of our negligence or breach of contract and, to the extent permitted by law, we exclude liability for indirect or consequential loss, loss of profit, business interruption, or loss of opportunity.If we are found responsible for damage to property while performing the service, our liability will generally be limited to the reasonable cost of repair or replacement, taking into account age, condition, and depreciation. You must notify us as soon as reasonably possible after discovering a problem and provide evidence of the alleged damage. We may ask to inspect the issue before any remedial action is taken. Failure to report a matter promptly may affect our ability to investigate and resolve it.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law. Where an event beyond our reasonable control prevents or delays performance, including extreme weather, public health restrictions, utility failures, or access restrictions, we will not be liable for resulting delay or non-performance while the issue remains outside our control.
6. Waste Regulations and Disposal
Any waste generated during the service will be handled in a lawful and responsible way. We may remove ordinary waste that arises directly from the agreed cleaning activity only where this is included in the service description or expressly agreed in advance. The customer remains responsible for the lawful disposal of general household waste, bulky items, trade waste, confidential materials, and hazardous substances unless we have specifically agreed to collect and dispose of them as part of a separate arrangement.We will not remove prohibited, dangerous, clinical, chemical, or regulated waste unless we are legally permitted and properly equipped to do so. This includes, without limitation, asbestos, sharps, bodily fluids, solvents, oil, paints, batteries, electrical items, and any material requiring specialist licensing or disposal procedures. If such items are found on site, we may suspend the work until they are safely dealt with. If you fail to disclose hazardous waste in advance, you may be liable for any additional costs, delays, or disposal charges.
Where waste removal is arranged, both parties must comply with applicable waste-management laws, including duties relating to segregation, storage, transport, and transfer notes where required. You agree not to ask us to dispose of material unlawfully or to leave waste in a way that could create nuisance, pollution, or a breach of environmental regulation. We reserve the right to refuse any task that would place us in breach of waste law or compromise safety.
7. Complaints, Remedies, and Re-Visits
If you are dissatisfied with any part of the service, you should notify us within a reasonable time and provide a clear description of the issue. Where appropriate, we may offer a re-visit, a partial refund, or another reasonable remedy at our discretion, taking into account the nature of the complaint and whether the matter could have been avoided through timely communication. Any re-visit must be arranged within a period that is practical and reasonable for both parties.Complaints will be assessed against the agreed scope of work rather than against any expectation that every surface will be restored to a perfect condition. A claim will not normally be accepted where the issue concerns a pre-existing stain, normal wear, hidden damage, or a result that was outside the agreed scope. Our aim is to resolve concerns fairly and proportionately, without unnecessary delay.
Nothing in this section affects your statutory rights under UK consumer law. If a legal right applies, it will take priority over any inconsistent wording in these terms. However, where the law allows us to set reasonable limits, those limits will apply. Customers are encouraged to keep notes, photographs, and relevant information if they believe a service issue needs to be reviewed.
8. Governing Law
These terms and any dispute or claim arising from them, whether contractual or non-contractual, are governed by and interpreted in accordance with the laws of England and Wales. If you live in Scotland or Northern Ireland, mandatory local consumer rights may still apply where relevant, but the governing law of the agreement will remain as stated here unless otherwise required by law.Any dispute should first be raised in good faith so that both parties have an opportunity to resolve it without formal proceedings. If a matter cannot be settled informally, the courts of England and Wales will have jurisdiction, subject to any rights you may have as a consumer to bring proceedings in another competent forum where the law permits. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law or is expressly agreed with you. By continuing to use the service after a revision takes effect, you accept the updated terms for future bookings.
In summary, these terms are intended to make the service clear, fair, and workable for both the customer and the provider. They cover how bookings are accepted, how payments operate, what notice is needed for cancellations, how liability is limited, and how waste is handled lawfully. By booking cleaners Barnes, you confirm that you have read and understood these conditions and agree to comply with them in relation to any service arranged under them.
