Highbury Cleaner Service Terms and Conditions
These service terms and conditions set out the basis on which Highbury Cleaner provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, the customer agrees to be bound by these terms. These terms are intended to be clear, fair, and practical, and they apply to all standard and specialist cleaning services unless a separate written agreement states otherwise.
For the purposes of these terms, references to “we”, “us”, and “our” mean Highbury Cleaner, and references to “you” or “the customer” mean the individual or business placing the booking. The service may include regular cleaning, one-off cleans, deep cleaning, end-of-tenancy cleaning, after-builders cleaning, and related tasks agreed in advance. Any variation to the standard terms must be confirmed in writing.
These conditions should be read carefully before booking. They explain how a cleaning service agreement is formed, how payments are handled, what happens if a booking is changed or cancelled, and the limits of our responsibility. They also cover waste handling, health and safety requirements, and the law that applies if a dispute arises.
1. Booking process
A booking is considered a request for services only until it has been accepted by us. We may ask for details such as the type of premises, the size of the property, the condition of the areas to be cleaned, the preferred dates and times, and any special instructions. A customer booking may be made by phone, email, online form, or any other method we make available. However, a booking becomes binding only when we confirm acceptance and, where relevant, receive any deposit or advance payment requested.
During the booking process, you must provide accurate and complete information. This includes letting us know about access restrictions, parking limitations, alarm systems, fragile surfaces, pests, excessive soiling, hazardous materials, or any unusual feature that could affect the work. If information supplied is incomplete or incorrect, we may revise the quote, adjust the schedule, or decline to proceed. We aim to provide a reliable cleaning appointment, but the service we deliver depends on the information made available to us before attendance.
Once a booking is confirmed, the agreed time, date, and scope of work will form part of the contract. If you wish to amend the service, for example by adding rooms, increasing the frequency of visits, or changing the level of cleaning required, we may need to provide a revised quotation. Where a visit is arranged on the basis of estimated time rather than a fixed package, the final price may vary depending on the actual work completed and any extra tasks approved on site.
We may refuse or reschedule a booking if it would not be safe, practical, or lawful to carry out the service as requested. This includes situations where access cannot be obtained, the property is unsafe, or the cleaning requested involves materials that require specialist treatment. We reserve the right to send an alternative cleaner or team member, provided the service standard remains reasonably comparable. Any change in personnel will not usually be treated as a cancellation by us.
2. Payments and pricing
Prices are normally quoted in pounds sterling and may be based on an hourly rate, a fixed fee, or a bespoke estimate. Unless expressly stated otherwise, all prices are exclusive of any applicable taxes. A quotation is valid only for the period stated in it, or, if no period is stated, for a reasonable time from issue. We may amend quoted prices if the scope of work changes or if unforeseen circumstances materially increase the time or cost required to complete the service.
Payment terms depend on the type of service. For regular domestic cleaning, payment may be due on completion of each visit or by another agreed schedule. For one-off or specialist services, we may require a deposit or full payment in advance. Where invoicing is agreed, invoices must be paid by the due date shown. If payment is not received on time, we may suspend future services until arrears are cleared. We also reserve the right to charge reasonable costs arising from late payment where permitted by law.
Any promotional offer, discount, or fixed-rate arrangement applies only to the terms stated at the time it is offered. It may be withdrawn or changed for future bookings. If you request additional services during a visit, these may be charged separately. We will normally explain any additional charges before proceeding, but if the request is made while work is underway and immediate clarification is not practical, the charge will be based on our standard rates or a fair estimate of the extra work involved.
3. Cancellations, postponements, and access
You may cancel or postpone a booking by giving notice in accordance with the cancellation period stated at the time of booking. If no specific cancellation period was agreed, a reasonable notice period applies. Where late cancellation results in lost time, travel costs, or unused staff capacity, we may charge a cancellation fee that reflects our actual loss or the amount reasonably required to cover the reserved slot. For recurring cleaning services, repeated short-notice cancellations may lead us to revise the schedule or end the arrangement.
If we arrive at the agreed address and cannot gain access, or if the service cannot be carried out because the property is not ready, the relevant booking may be treated as a late cancellation or a failed appointment. This can include missing keys, incorrect access codes, locked areas, or failure to arrange entry with a building manager, concierge, or other relevant person. Any waiting time beyond a reasonable period may be chargeable if our team is required to remain on site.
We may need to postpone or cancel a booking due to circumstances outside our control, including severe weather, transport disruption, illness, equipment failure, or legal restrictions. In such cases, we will aim to rearrange the appointment as soon as reasonably possible. Our liability for inconvenience caused by a reschedule is limited to re-performing the service or refunding any payment received for the affected portion, where appropriate. We will not be responsible for losses beyond what is required by law.
4. Customer responsibilities
You are responsible for ensuring that the premises are reasonably safe and accessible for cleaning. This includes securing pets if necessary, removing valuable or fragile items from the work area, and warning us about any special risks. Please keep confidential information, personal documents, medication, cash, and portable valuables in a safe location. While we will act carefully and respectfully, we cannot accept responsibility for items left in plain view unless loss or damage is caused by our negligence.
You must inform us in advance of any surfaces, materials, fittings, or equipment that require special care. Examples include untreated wood, natural stone, delicate fabrics, antique items, high-value electronics, or surfaces with existing damage. If a material is particularly sensitive, you should tell us which products or methods must not be used. We may refuse to use a product that, in our opinion, could cause damage or may not be suitable for the surface concerned. This helps ensure a safe and professional cleaning arrangement.
If the property contains hazards such as exposed wiring, unstable flooring, mould, bodily fluids, sharps, chemicals, asbestos, or aggressive pests, you must notify us before the appointment. We may suspend work until the issue is resolved, or we may decline to proceed where the situation is unsafe. Any extra time or specialist measures required because of undeclared hazards may be chargeable, and we are not obliged to continue if conditions present a risk to health or safety.
5. Liability and limitations
We will carry out services with reasonable care and skill. If we fail to do so, and this causes a direct loss, we will usually seek to put matters right by re-cleaning the affected area or, where appropriate, offering a proportionate refund for the specific part of the service that was unsatisfactory. This is intended to be the primary remedy. To the fullest extent permitted by law, we do not accept liability for indirect, consequential, or purely financial losses such as loss of profit, loss of business opportunity, or inconvenience not directly caused by our breach.
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 be excluded under UK law. If any item is damaged while we are working, you must notify us as soon as reasonably practicable and provide details of the incident. We may ask for photographs, proof of purchase, or other evidence. Claims must be made within a reasonable time so that we can investigate properly. We are not responsible for pre-existing damage, wear and tear, poor maintenance, or defects that were already present.
Where we are entrusted with keys, access cards, or alarm details, we will take reasonable care to protect them and use them only for the agreed service. However, we are not liable for problems caused by faulty locks, alarm systems, or other access equipment that was already defective or improperly maintained. The customer remains responsible for the overall security of the premises, including deactivating alarms and ensuring that access arrangements are lawful and authorised. Our liability for any claim arising from a single booking will be limited to the amount paid for that booking, except where the law requires otherwise.
6. Waste regulations and disposal
Cleaning work may generate waste such as packaging, cloths, dust, hair, food residue, or small household rubbish collected during the agreed service. Unless otherwise stated, our standard service includes only the safe gathering and placement of ordinary waste into the designated bins or disposal points provided at the property. We do not normally remove large volumes of refuse, construction waste, hazardous materials, clinical waste, or any waste requiring specialist handling unless this has been expressly agreed in advance and is lawful to carry out.
We will comply with applicable UK waste rules and environmental obligations when handling materials from a cleaning job. Any waste that may be contaminated, dangerous, or subject to special controls will be dealt with only in a manner permitted by law. You must tell us in advance if the property contains items requiring special disposal. If we encounter waste that appears illegal, unsafe, or unsuitable for ordinary collection, we may stop work and request instructions. Where lawful disposal requires extra labour, bags, transport, or contractor charges, these may be added to the invoice if agreed.
We are not a licensed waste carrier for every category of material, and we will not knowingly move or dispose of items in breach of environmental legislation. The customer must ensure that any items intended for disposal are lawfully presented for collection and that the property owner or occupier has authority to dispose of them. If a booking involves end-of-tenancy or clearance-related cleaning, the removal of leftover belongings is not included unless stated clearly in writing. Any unlawful request will be refused.
7. Service performance and complaints
We aim to deliver a professional Highbury Cleaner service that meets the agreed scope and expected standard. If you are unhappy with any part of the service, you should notify us promptly and provide enough detail for us to review the issue. Where appropriate, we may offer a revisit, corrective work, or another fair remedy. Minor variations in outcome may occur because of the age, condition, or materials of the property, and such variations do not automatically amount to a breach of contract.
If a complaint concerns an area that was not included in the agreed scope, or relates to a result that could not reasonably be achieved because of the condition of the surface or item, we may decline further action. Similarly, if access is later denied, the problem is not reported promptly, or the property is altered after our visit, it may not be possible to verify the claim. We ask that any complaint is supported by reasonable evidence, especially where repair or replacement costs are alleged.
Any goodwill gesture or partial refund offered by us is made without admission of liability unless stated otherwise. It does not create a precedent for future bookings. We may choose the most appropriate remedy, taking into account the nature of the issue and what is fair in the circumstances. This approach is intended to encourage practical resolution while protecting the rights of both parties under the contract.
8. Termination, suspension, and governing law
We may suspend or end a booking arrangement if you breach these terms, fail to make payment, provide false information, or behave in a way that makes performance unsafe or unreasonable. If a recurring service is terminated, any outstanding balance for work already completed remains payable. We may also terminate a standing arrangement on reasonable notice if we no longer wish to continue providing the service, provided this is done lawfully and fairly.
These terms are governed by the laws of England and Wales. If you are a consumer, you may benefit from mandatory legal protections that apply in your jurisdiction, and nothing in these terms affects those rights where they cannot be excluded. Any dispute arising from these terms or from the supply of services shall be dealt with by the courts of England and Wales, unless another forum is required by applicable law. If any clause is found to be unlawful or unenforceable, the remaining clauses will continue in force.
By proceeding with a booking, you confirm that you have read, understood, and agreed to these cleaning service terms. These terms represent the full agreement between the customer and Highbury Cleaner regarding the services described, except where a separate written contract has been signed. Any waiver of a right under these terms must be made clearly and in writing. We may update these terms from time to time, and the version in force at the time of booking will apply unless a different version is expressly agreed.