Cleaners Tufnell Park Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners Tufnell Park provides domestic and commercial cleaning services within its service area. By making a booking, using our website, or allowing a cleaner to attend your premises, you agree to be bound by these Terms and Conditions.

If you do not agree with any part of these Terms and Conditions, you should not submit a booking request or proceed with our services. These terms are designed to be fair and transparent, to protect both you as the customer and us as the service provider.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Customer means the individual, company, or organisation that requests or receives cleaning services from Cleaners Tufnell Park.

Services means any cleaning service provided by Cleaners Tufnell Park, including but not limited to regular domestic cleaning, one-off deep cleaning, end of tenancy cleaning, office cleaning, and related tasks agreed in writing.

Cleaner means any employee, worker, or subcontractor engaged by Cleaners Tufnell Park to carry out the Services.

Premises means the property or properties where the Services are to be carried out.

Agreement means the contract formed between the Customer and Cleaners Tufnell Park when a booking is accepted by us, subject to these Terms and Conditions.

2. Booking Process

2.1 Bookings may be requested online or by other methods made available by Cleaners Tufnell Park from time to time. When you submit a booking request, you confirm that all information provided is accurate, complete, and current.

2.2 All bookings are subject to availability and are not confirmed until we have accepted the booking and provided you with a booking confirmation. We reserve the right to refuse any booking request without giving a reason.

2.3 You must be at least 18 years of age to make a booking for cleaning services. By submitting a booking, you confirm that you meet this requirement and that you are authorised to enter into the Agreement.

2.4 At the time of booking, you must provide accurate details of the Premises, including property type, size, number of rooms, parking or access restrictions, and any special requirements. If on arrival the Premises differ substantially from the description provided, we may adjust the fee or refuse to carry out the Services, and a call-out or cancellation charge may apply.

2.5 You are responsible for ensuring that the Cleaner has safe and lawful access to the Premises at the agreed appointment time, including any necessary keys, fobs, or entry codes. If the Cleaner is unable to gain access, the visit may be treated as a late cancellation and charged accordingly.

3. Scope of Services

3.1 The specific Services to be provided will be agreed at the time of booking, based on your selected service type and any additional tasks requested. We will use reasonable endeavours to follow your priorities, but our ability to complete all requested tasks depends on the condition of the Premises and the time available.

3.2 Standard cleaning services typically include surface cleaning, dusting, vacuuming, mopping of accessible floors, and cleaning of kitchen and bathroom surfaces. Deep cleaning and specialist services must be requested explicitly and may be subject to additional charges.

3.3 Our Cleaners will not undertake tasks that are unsafe, illegal, or for which they are not properly trained or equipped. This may include, without limitation, work at height without appropriate equipment, moving very heavy furniture, cleaning hazardous substances, or dealing with infestations.

3.4 The Customer must ensure that the Premises are reasonably tidy and free from excessive clutter so that the Cleaner can perform the Services efficiently and safely. Additional time or charges may apply where the Premises are significantly more soiled or cluttered than reasonably expected.

4. Customer Responsibilities

4.1 You must provide a safe working environment for the Cleaner, including basic lighting, running water, and, where necessary, electricity. You must notify us in advance of any health and safety risks, including loose flooring, faulty electrics, or hazardous materials.

4.2 You are responsible for securing cash, jewellery, and other valuables before the Cleaner attends. We do not accept responsibility for loss of any valuables that have not been stored securely.

4.3 Where you supply your own cleaning products or equipment, you are responsible for ensuring that they are safe, in good working condition, and suitable for the surfaces to be cleaned. We are not liable for any damage resulting from products or equipment supplied by you.

4.4 You must treat Cleaners with courtesy and respect at all times. We operate a zero-tolerance policy towards abuse, harassment, or discriminatory behaviour. We may immediately terminate the Agreement where a Cleaner is subjected to such conduct.

5. Payments and Charges

5.1 The price for the Services will be as quoted at the time of booking or as subsequently confirmed in writing. Prices may be based on an hourly rate, a fixed price, or a combination, depending on the service type.

5.2 Unless expressly stated otherwise, all prices are in pounds sterling and inclusive of any applicable taxes. We reserve the right to adjust our rates periodically. Any change in rates will not affect confirmed bookings where payment has already been made in full.

5.3 Payment is due in accordance with the payment method and schedule notified at the time of booking. This may include payment in advance, on the day of service, or by recurring payment for regular services.

5.4 If payment is not received when due, we may suspend further services and charge interest on overdue amounts at the statutory rate applicable in England and Wales. You are responsible for all costs reasonably incurred by us in recovering overdue sums.

5.5 In the event that additional work is requested or required on site which was not included in the original booking, we may agree an additional fee with you before proceeding. Where you are not present, we will act reasonably and limit extra work to what is necessary to complete the agreed service to a proper standard.

6. Cancellations, Rescheduling, and Access

6.1 You may cancel or reschedule a booking subject to giving the minimum notice specified at the time of booking. Where no specific notice period is stated, a minimum of 24 hours notice is required.

6.2 If you cancel or reschedule with less than the required notice, we may charge a late cancellation fee, which may be up to the full price of the booked service. This is to compensate for the Cleaner’s reserved time and loss of opportunity to undertake other work.

6.3 If the Cleaner is unable to gain access to the Premises at the agreed time due to circumstances within your control, this may be treated as a late cancellation and charged accordingly.

6.4 In rare circumstances, we may need to cancel or reschedule a booking due to events outside our reasonable control, such as illness, severe weather, or transport disruption. We will notify you as soon as reasonably practicable and offer an alternative appointment. We will not be liable for any indirect loss arising from such changes.

7. Service Quality and Complaints

7.1 We aim to provide a high standard of cleaning services within our service area. If you are dissatisfied with any aspect of the Services, you must notify us as soon as possible, and in any event within 24 hours of the service taking place.

7.2 Where a complaint is justified and relates to the quality of the work, we may at our discretion arrange for a Cleaner to return and re-clean the affected area, or offer a partial refund or credit. This will normally be our sole obligation in respect of service quality issues.

7.3 We may ask for reasonable evidence in support of a complaint, including photographs or a clear written description of the issue. Failure to provide such information may limit our ability to investigate and resolve the matter.

8. Liability and Insurance

8.1 Cleaners Tufnell Park will exercise reasonable skill and care in providing the Services and will take reasonable steps to protect your property. However, you acknowledge that minor wear and tear can occur during cleaning, and we are not liable for reasonable deterioration that arises from normal cleaning activities.

8.2 We are not liable for damage caused by defective or inappropriate cleaning products or equipment supplied by you, pre-existing damage or weaknesses in the Premises or items cleaned, or failure to follow our advice or instructions.

8.3 Our liability for any loss or damage suffered by you as a result of our negligence or breach of the Agreement shall be limited to the lesser of the cost of repairing the damage, replacing the item, or the total amount paid by you for the specific service appointment during which the incident occurred.

8.4 Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited or excluded under applicable law.

8.5 We maintain insurance appropriate for a cleaning business operating in the UK. Details of our insurance may be provided upon reasonable request.

9. Waste Handling and Environmental Compliance

9.1 Cleaners Tufnell Park is committed to complying with applicable UK waste management and environmental regulations. Our Cleaners will collect and bag domestic waste generated in the course of cleaning, using suitable bags or containers provided by you or by us where agreed.

9.2 Unless expressly agreed as part of a specific service, our Cleaners will not remove waste from the Premises for off-site disposal. It is the Customer’s responsibility to ensure that bagged waste is placed in appropriate bins or collection points in accordance with local collection schedules and rules.

9.3 We will not handle or dispose of hazardous, clinical, or specialist waste, including but not limited to sharps, medical waste, asbestos, or chemical waste. If such waste is encountered, the Cleaner may refuse to proceed with the affected area and will report this to you.

9.4 Where we agree to assist with recycling or sorting of waste, this will be carried out in line with your local requirements as explained by you to us. You are responsible for ensuring that recycling or waste segregation instructions are accurate and lawful.

10. Keys and Security

10.1 If you choose to provide keys, fobs, or access codes to Cleaners Tufnell Park for regular or one-off services, we will take reasonable measures to keep them secure and to use them only for the purpose of providing the Services.

10.2 You must inform us immediately if any keys or codes provided to us are lost, stolen, or compromised. Our liability in respect of lost keys is limited to the reasonable cost of cutting replacement keys, not the cost of changing locks, unless otherwise required by law.

11. Data Protection and Privacy

11.1 We will collect and process personal data about you and any relevant contact persons for the purpose of managing bookings, providing the Services, and handling payments and queries, in accordance with applicable UK data protection laws.

11.2 We will not sell your personal data to third parties. We may share limited information with Cleaners and selected service providers where necessary to perform the Agreement, subject to appropriate safeguards.

12. Changes to Terms and Conditions

12.1 We may update these Terms and Conditions from time to time to reflect changes in our services, business practices, or legal requirements. The latest version will apply to all new bookings and to ongoing regular services after reasonable notice has been given.

12.2 Where changes significantly affect your rights or obligations in relation to ongoing regular services, we will provide reasonable notice and you may cancel future services if you do not agree to the updated terms.

13. Termination

13.1 Either party may terminate ongoing regular services by giving the notice period specified at the time of booking, or, if none is specified, by giving at least 14 days written notice.

13.2 We may terminate the Agreement with immediate effect where you fail to pay sums due, repeatedly cancel at short notice, provide unsafe or unsuitable working conditions, or otherwise commit a serious breach of these Terms and Conditions.

14. Governing Law and Jurisdiction

14.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

14.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their formation, including any non-contractual disputes or claims.

By booking or using cleaning services with Cleaners Tufnell Park, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.