Highbury Cleaner Terms and Conditions of Service

These Terms and Conditions set out the basis on which Highbury Cleaner provides cleaning and related services to domestic and commercial customers in the United Kingdom. By booking or using any of our services, you agree to be bound by these Terms and Conditions, which form a contract between you and Highbury Cleaner.

If you do not agree with any part of these Terms and Conditions, you should not proceed with a booking or use our services.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the person, company or organisation booking or receiving the services from Highbury Cleaner.

Company, we, us, our means Highbury Cleaner.

Services means any cleaning, housekeeping, end of tenancy cleaning, after builders cleaning, office or commercial cleaning, or related services provided by the Company.

Cleaner means any employee, worker, subcontractor or representative engaged by the Company to perform the Services.

Premises means the property or location at which the Services are to be carried out.

Agreement means the contract between the Client and the Company incorporating these Terms and Conditions and any agreed quotation or service schedule.

2. Scope of Services

The Company provides professional cleaning and related services across its service area, including regular domestic cleaning, one off deep cleans, end of tenancy cleaning, moving in or out cleans, after builders cleaning, office and workplace cleaning, and other agreed specialist services.

The exact scope of the Services for each booking will be as confirmed in the booking confirmation or written quotation. Any additional tasks requested by the Client that are outside the original scope may incur additional charges and will only be undertaken at the Companys discretion.

The Company reserves the right to refuse any task that, in its reasonable opinion, is unsafe, unsuitable, or outside the skills or remit of its Cleaners.

3. Booking Process

3.1 Bookings may be made by the Client through our accepted booking channels as notified from time to time. The Client must provide accurate and complete information including full name, service address, access arrangements, requested service type, preferred dates and times, and any relevant details about the Premises.

3.2 A booking request is an offer by the Client to purchase Services from the Company. The Agreement is formed only when the Company confirms the booking, either in writing or via our booking confirmation process. The Company reserves the right to decline any booking request at its sole discretion.

3.3 For some services, particularly end of tenancy, after builders, or large commercial cleans, the Company may require an on-site or virtual assessment prior to confirmation of the quotation. Any quotation provided following such an assessment is based on the information and conditions observed at the time.

3.4 The Client is responsible for ensuring that the details in the booking confirmation are accurate. Any discrepancies must be notified to the Company as soon as possible and in any event before the Services commence.

4. Access to the Premises

4.1 The Client must ensure that the Company and its Cleaners have safe and reasonable access to the Premises at the agreed date and time. This includes providing keys, codes, or access instructions in good time.

4.2 Where keys are provided to the Company, they will be securely stored and used only for the purpose of providing the Services. The Company will take reasonable care to protect any keys in its possession but accepts no liability for pre-existing issues with locks, doors, alarms, or access systems.

4.3 If the Cleaner is unable to gain access to the Premises at the scheduled time, or access is significantly delayed due to the Clients actions or omissions, the Company may, at its discretion, charge a call-out fee or the full service fee.

5. Client Obligations

5.1 The Client must provide a safe working environment for the Cleaners, including safe access to the Premises, adequate lighting, and compliance with health and safety requirements.

5.2 The Client must ensure that the Premises has running water, electricity, and, where required, heating at the time of the visit. If Services cannot be carried out or are significantly affected due to the unavailability of utilities, the Company may charge the full or a proportionate service fee.

5.3 The Client is responsible for securing valuables, fragile items, and personal documents. The Company will not be responsible for any loss or damage to items which are not reasonably secured or are left in unsafe locations.

5.4 The Client must inform the Company in advance of any special instructions, sensitive areas, or restrictions within the Premises, including any known hazards or materials requiring specialist handling.

6. Cleaning Materials and Equipment

6.1 Unless otherwise agreed, the Company will supply cleaning products and basic equipment necessary to perform the Services.

6.2 Where the Client requests that their own products or equipment be used, the Company will not be liable for any damage or unsatisfactory results arising from their use. The Client must ensure that any equipment provided is in safe working order and that any products are suitable, correctly labelled, and safe for use on the intended surfaces.

6.3 The Company may refuse to use any cleaning products or equipment that it considers unsafe, unsuitable, or likely to cause damage.

7. Pricing and Payments

7.1 Service fees are based on the type of service, the size and condition of the Premises, the frequency of visits (for regular cleaning), and any additional tasks requested. Prices may be quoted as an hourly rate, fixed fee, or a combination depending on the service type.

7.2 All prices are quoted in pounds sterling and include applicable taxes unless explicitly stated otherwise.

7.3 For one off services and end of tenancy cleans, the Company may require full or partial payment in advance, or a deposit, to secure the booking. For regular cleaning, payments are typically due in advance or on the day of service as specified in the booking confirmation or invoice.

7.4 Payment methods accepted by the Company will be specified in the booking confirmation or invoice. The Client must ensure that payment is made on time and in the correct amount.

7.5 If payment is not received by the due date, the Company reserves the right to suspend or cancel future services and to charge interest on overdue amounts at the maximum rate permitted by law, together with any reasonable costs incurred in recovering the debt.

8. Cancellations, Rescheduling and No-Show Policy

8.1 The Client may cancel or reschedule a booking by giving notice to the Company within the minimum notice period specified at the time of booking or in the booking confirmation.

8.2 If the Client cancels or reschedules a booking with less than the required notice period, the Company may charge a cancellation fee, which may be up to the full service fee depending on the timing of the cancellation and the nature of the booking.

8.3 If the Cleaner attends the Premises but is unable to carry out the Services due to lack of access, unsafe conditions, or any other reason attributable to the Client, the Company may treat this as a same day cancellation and charge the full service fee.

8.4 The Company will make reasonable efforts to accommodate requests to change dates or times but cannot guarantee availability, particularly for peak periods or specialised services.

8.5 In the rare event that the Company needs to cancel or reschedule a booking, it will provide as much notice as reasonably possible and will offer an alternative appointment. The Company will not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.

9. Service Quality and Complaints

9.1 The Company aims to provide a professional and reliable cleaning service. If the Client is dissatisfied with any aspect of the Services, they must notify the Company promptly, and in any event within 24 hours for one off or end of tenancy cleans, or before the next scheduled visit for regular services.

9.2 Where a complaint is justified and relates directly to the quality of the cleaning, the Company may, at its discretion, offer a re-clean of the affected areas or an appropriate credit. Any re-clean must normally take place within a reasonable timeframe and at a mutually agreed time.

9.3 The Company will not be responsible for resolving issues where the Client has failed to provide timely access for a re-clean or has engaged another contractor to rectify the issue before giving the Company the opportunity to address it.

10. Liability and Exclusions

10.1 The Company will take reasonable care when providing the Services. However, the Companys total liability to the Client arising out of or in connection with the Agreement, whether in contract, tort, negligence or otherwise, shall not exceed the total amount paid or payable by the Client for the specific service visit during which the incident giving rise to the claim occurred.

10.2 The Company will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of use, loss of opportunity, or loss of enjoyment.

10.3 The Company will not be liable for wear and tear, existing damage, or defects in the Premises, fixtures, fittings or belongings. This includes, without limitation, discolouration, broken items due to age or poor installation, or pre-existing stains that cannot be fully removed with reasonable cleaning methods.

10.4 The Company is not responsible for damage resulting from the use of Clients own products or equipment, inappropriate surfaces or finishes that are not disclosed by the Client, or instructions given by the Client that deviate from manufacturers guidelines.

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

11. Insurance

The Company maintains appropriate insurance policies for public liability and, where applicable, employers liability in connection with the provision of the Services. Details of cover can be made available upon reasonable request, although policy limits and terms may be subject to change from time to time.

12. Waste Handling and Environmental Obligations

12.1 The Company will handle general household and office waste produced during the course of normal cleaning, such as disposable cloths, packaging, and small quantities of general rubbish, in accordance with applicable UK waste regulations.

12.2 The Company is not a licensed waste carrier for the removal of significant quantities of household or commercial waste, bulky items, construction rubble, electrical goods, hazardous substances, or controlled waste. Where such materials are present, the Client remains responsible for arranging appropriate disposal through a licensed provider.

12.3 The Client must inform the Company of any hazardous materials, including but not limited to asbestos, chemical residues, medical waste, sharps, or any other substance subject to special handling or disposal requirements. The Company reserves the right to refuse to handle such materials and to withdraw its Cleaners from the Premises if health or safety is at risk.

12.4 The Company supports responsible waste minimisation and recycling practices and will, where practicable and within the scope of the agreed Services, separate recyclables in accordance with the Clients existing waste arrangements.

13. Health and Safety

13.1 The Company is committed to maintaining high standards of health and safety. Cleaners are instructed to follow safe working practices, including the use of appropriate protective equipment where necessary.

13.2 The Client agrees to cooperate with the Company in promoting a safe working environment and will not request any tasks that are unsafe or contrary to health and safety regulations, such as working at unreasonable heights without appropriate equipment, handling hazardous substances, or lifting excessively heavy items.

14. Data Protection and Privacy

14.1 The Company will collect and process personal data about the Client and, where applicable, their representatives, only for legitimate business purposes such as handling enquiries, processing bookings, arranging access, invoicing, and improving our services.

14.2 Personal data will be handled in accordance with applicable UK data protection laws. The Company will take reasonable steps to protect personal information from unauthorised access, disclosure, or misuse.

14.3 The Client is responsible for ensuring that they have any necessary authority or consent to provide personal data relating to third parties, such as tenants or employees, for the purposes of arranging the Services.

15. Changes to Services and Terms

15.1 The Company may update or vary these Terms and Conditions from time to time. The latest version will apply to new bookings and, for ongoing regular services, from the date notified to the Client.

15.2 The Company reserves the right to amend service specifications, pricing, or operational procedures where reasonably necessary, for example due to changes in law, industry standards, or business requirements. The Company will provide reasonable notice of any material changes affecting existing Clients.

16. Termination

16.1 Either party may terminate an ongoing regular service Agreement by giving the notice period specified at the time of booking or in the service schedule. In the absence of a specified period, a minimum of 14 days written notice shall apply.

16.2 The Company may terminate the Agreement with immediate effect where the Client commits a serious or persistent breach of these Terms and Conditions, fails to pay amounts due, behaves abusively or unreasonably towards Cleaners or office staff, or creates an unsafe working environment.

16.3 Termination of the Agreement does not affect any rights or obligations that have already accrued, including payment obligations for Services already provided.

17. Governing Law and Jurisdiction

17.1 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.

17.2 The parties agree that 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 the provision of the Services.

18. General Provisions

18.1 If any provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

18.2 The Client may not assign or transfer their rights or obligations under the Agreement without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations, provided that this does not materially reduce the standard of the Services.

18.3 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that right or remedy.

18.4 These Terms and Conditions, together with any written quotation or booking confirmation, constitute the entire Agreement between the Client and the Company in relation to the Services and supersede any prior understandings or representations, whether written or oral.

By placing a booking with Highbury Cleaner, you confirm that you have read, understood, and agree to these Terms and Conditions.