Terms and Conditions for Cleaning Services in E3

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners E3. By making a booking, confirming an appointment, or allowing access for a service to begin, you agree to be bound by the terms below. This document is intended to provide clear and fair rules for both parties, covering booking arrangements, payment expectations, cancellations, liability, waste handling, and the law that applies to the agreement. It should be read alongside any service description, quotation, or written confirmation supplied before work begins.

In these terms, references to “we”, “us”, and “our” mean the cleaning service provider operating under the Cleaners E3 name. References to “you” and “your” mean the customer, client, or any person acting on behalf of the client. The word service includes domestic cleaning, one-off cleans, deep cleaning, end-of-tenancy cleaning, and any related cleaning task agreed in advance. The exact scope of work will depend on the booking details and any written or verbal agreement made before the appointment.

These terms are designed to support a professional service relationship and are not intended to create unnecessary complexity. If any part of the agreement is unclear, the written booking confirmation and service description will help explain the expectations for both sides. Where a term is found to be invalid or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

All bookings must be made in advance unless we agree otherwise. A booking may be placed by phone, email, online form, or any other method accepted by us at the time. A booking is only confirmed once we have accepted the request, agreed the approximate date and time, and, where required, received any deposit or advance payment. We reserve the right to refuse or decline a booking where the requested service is outside our scope, where resources are unavailable, or where access, safety, or legal requirements cannot be met.

When you submit a booking request for a cleaning service, you must provide accurate and complete information. This includes the property address, type of premises, approximate size, nature of the work, and any important details that could affect the time, equipment, or staffing needed. If you fail to disclose relevant information, we may adjust the price, alter the schedule, or withdraw from the booking if the service cannot reasonably be delivered as originally arranged. Any quotation is based on the details supplied at the time of booking and may be revised if those details are incomplete or inaccurate.

We will usually confirm the agreed service by message, email, or another suitable record. Confirmation may include the service type, date, time window, estimated duration, price, and any special conditions. It is your responsibility to review the confirmation carefully and report any errors promptly. Changes made after confirmation may be treated as a new request or may require a revised quotation, depending on the nature of the amendment.

If the service requires access to the property, you are responsible for ensuring that entry is available at the agreed time. You must also ensure that the premises are reasonably safe, that any hazards are disclosed before the visit, and that necessary permissions are obtained from any landlord, managing agent, tenant, or occupier. Where parking, loading, security codes, keys, or access instructions are needed, you must provide them in good time. Delays caused by missing access information may result in waiting charges or reduced cleaning time.

Payment terms will be set out in the booking confirmation or quotation. Unless otherwise agreed in writing, prices are quoted in pounds sterling and may be subject to VAT where applicable. Payment must be made by the method specified by us, which may include bank transfer, card payment, cash, or secure online payment. For recurring arrangements, payment may be due after each visit or at the end of an agreed billing period. For one-off or high-value jobs, we may request a deposit or full prepayment before the service date.

Invoices must be paid by the due date stated on the invoice or confirmation. If payment is late, we may suspend future services, charge interest on overdue sums where permitted by law, and recover reasonable costs incurred in pursuing the debt. Any discounts, promotional offers, or special rates are valid only if clearly stated and may be withdrawn where misuse or misrepresentation is identified. Prices may change for future bookings, but confirmed bookings will normally remain at the agreed rate unless the scope of work changes or additional services are requested.

Cancellations and rescheduling requests should be made as early as possible. If you need to cancel or change a booking, you must notify us within a reasonable time before the scheduled appointment. The cancellation period and any charge that applies will depend on how much notice is given and whether the appointment has already been prepared for. Where a late cancellation prevents us from allocating the time to another customer, we may charge a cancellation fee to cover lost labour or costs already incurred.

If we arrive at the property and cannot gain access, or if the service cannot proceed because of unsafe conditions, incorrect information, or failure to provide the necessary facilities, the booking may be treated as a late cancellation or a failed visit. In such cases, a call-out or minimum charge may apply. We may also need to rearrange the work for a later date, and any new visit may be charged separately.

You may request a reschedule, but we cannot guarantee the same date or time will remain available. In some cases, particularly where specialist equipment, staffing, or materials have already been arranged, we may need to recover part of the cost even if the service is moved. Where we cancel a booking, we will aim to give as much notice as reasonably possible and offer an alternative appointment where available.

We take reasonable care to deliver a professional and competent cleaning service in E3, but liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, defects, wear and tear, hidden faults, or conditions that arise because of inadequate maintenance or structural issues. We are also not liable for loss or damage caused by items that were unstable, unsecured, or already in poor condition before the service began.

Where damage is caused directly by our negligence or failure to exercise reasonable care and skill, our liability will be limited to the reasonable cost of repair or replacement, taking into account age, condition, and depreciation. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. If you believe damage has occurred, you must inform us as soon as reasonably possible and provide evidence, including photographs and a description of the issue.

We are not responsible for the performance of third parties, including suppliers, subcontractors, landlords, building managers, or utility providers, unless they are directly acting under our control for the specific service in question. Any belongings, valuables, or fragile items should be secured or removed from work areas before cleaning begins. If special handling is required, you must inform us in advance so that appropriate precautions can be considered.

Our staff may refuse to handle items that are hazardous, unsafe, excessively heavy, or outside the agreed scope of work. We may also pause or stop the service if we believe there is a risk to health, safety, or property. Where an appointment is interrupted for such reasons, payment may still be due for work already completed, time spent on site, or materials used.

Waste disposal and handling must comply with applicable UK rules and local requirements. Unless expressly agreed otherwise, ordinary waste removed as part of a cleaning job will be bagged and placed in the appropriate household, commercial, or designated waste containers provided by the client or the premises operator. We do not undertake illegal dumping, fly-tipping, or disposal of regulated waste outside approved channels. You are responsible for informing us if the property contains items that require special collection, segregation, or licensed removal.

We will not remove hazardous substances, clinical waste, asbestos, chemicals, needles, sharp medical items, or any other controlled materials unless we have specifically agreed to do so and all legal and safety requirements are satisfied. If prohibited waste is discovered during a job, we may stop work immediately and request that the issue be resolved before continuing. Any extra time, specialist equipment, or licensed disposal services needed because of waste classification will be charged separately where permitted.

You are responsible for ensuring that the premises comply with relevant health and safety standards before and during the service. This includes safe access, adequate lighting, reasonable ventilation, and the absence of known dangers such as exposed wiring, pest infestation, broken glass, or structural instability. If there are children, pets, or vulnerable persons present, you must supervise them appropriately and inform us of any precautions required. We are entitled to decline tasks that would create an unsafe working environment.

Any property keys, alarm codes, access cards, or security information provided to us will be handled with reasonable care and used only for the purpose of delivering the agreed service. Where keys are held by us, they will be returned or retained only in accordance with the arrangement agreed at the time of booking. We are not responsible for losses caused by unauthorised access if access credentials were shared with us by you or a third party without proper authority.

We may use subcontractors or suitably trained personnel to complete all or part of the work. Where this happens, the service standard should remain consistent with the booking description. However, we may change team members or assign the work to another competent person if necessary for operational reasons. These terms remain applicable regardless of whether the work is completed by our employees or approved representatives.

Any complaint about the service should be raised promptly so that we can assess the issue and, where appropriate, take reasonable steps to address it. If you delay reporting a concern, it may become harder to investigate the matter fairly. We may ask for photos, supporting details, or access to the property to verify the issue. Our aim is always to respond reasonably and proportionately to genuine concerns.

We may update these terms from time to time to reflect changes in our business, service methods, or legal obligations. The version in force at the time of booking will normally apply to that booking unless a change is required by law or mutually agreed in writing. Continued use of our cleaning services after any update will be treated as acceptance of the revised terms for future bookings.

These terms and any dispute or claim arising from them are governed by the law of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory law provides otherwise. If any dispute cannot be resolved informally, the matter may be pursued through the appropriate legal channels in accordance with applicable procedure. This agreement represents the entire understanding between the parties in relation to the service, unless varied in writing.