Highbury Cleaners Terms and Conditions

Highbury Cleaners provides domestic and commercial cleaning services in the UK under the following terms and conditions. These terms are designed to set out the basis on which cleaning services are supplied, including the booking process, payment terms, cancellation rights, liability, waste handling, and the legal framework that applies to our service agreement. By making a booking, you agree that you have read and accepted these terms.

This document applies to all standard and one-off cleaning appointments arranged with Highbury Cleaners, as well as any recurring or specialist cleaning visits confirmed in writing. The terms below should be read carefully before placing a booking, because they form part of the contract between the customer and the cleaning service provider.

References to “we”, “us”, or “our” mean Highbury Cleaners. References to “you” or “your” mean the customer, client, or person requesting the service. These terms do not affect your statutory rights under UK consumer law.

1. Booking Process

All bookings are subject to availability and confirmation. A booking is not final until we have accepted the request and issued a confirmation by email, message, or other written communication. When you request a cleaning service, you must provide accurate details, including the property type, service type, preferred date and time, access information, and any relevant requirements that may affect the work.

We may ask for additional information before confirming the appointment. This may include the size and condition of the premises, parking or access restrictions, the number of rooms, or any special tasks requested. If the information supplied is incomplete, misleading, or changes materially before the appointment, we reserve the right to revise the quotation, alter the timing, or decline the booking.

If you are booking a regular cleaning service, the schedule agreed at the start will apply unless changed by mutual consent. For recurring appointments, the same general service specification will be used each time unless otherwise agreed. Any additional work requested at the property may be treated as an extra chargeable service and may require separate approval.

2. Service Scope and Customer Responsibilities

Our cleaners will carry out the tasks agreed in the booking confirmation or service description. Unless otherwise stated, the service covers standard cleaning activities only and does not include specialist work such as post-renovation deep cleaning, hazardous material removal, biohazard handling, heavy lifting, or any task that would require specialist equipment, training, or licensing.

You are responsible for ensuring that the premises are reasonably safe, accessible, and ready for cleaning at the agreed time. This includes providing access to the property, ensuring pets are secured, and making us aware of any fragile items, alarms, security systems, or hazards. Where necessary, you should remove valuable, delicate, or personal items before the appointment. We are not responsible for items left in areas to be cleaned unless loss or damage is caused by our proven negligence.

We may refuse to start or continue work if, in our reasonable opinion, the property presents an unsafe environment, contains unlawful materials, or exposes our staff to risk. In such cases, the booking may still be chargeable if the issue could reasonably have been disclosed in advance.

3. Payments and Charges

Prices are usually quoted in advance based on the information provided at booking. Where a quote is supplied, it remains valid only for the period stated or, if no period is stated, for a reasonable time before the appointment is confirmed. We may adjust the price if the scope of work changes, if the property differs from the description provided, or if extra tasks are requested on site.

Payment terms will be confirmed at the time of booking. Unless agreed otherwise, payment is due on completion of the service or, for business customers, within the timeframe stated on the invoice. We may require advance payment, a deposit, or partial payment for certain appointments or higher-value services. Failure to pay on time may result in suspension of further bookings and recovery action for outstanding sums.

If a payment is made by card, bank transfer, or other non-cash method, you must ensure sufficient funds are available and that the payment information is valid. Any failed, reversed, or disputed payment may result in additional administrative charges to the extent permitted by law. Discounts, promotions, or special offers are subject to their own conditions and may be withdrawn at any time before a booking is confirmed.

4. Cancellations, Rescheduling, and Access Issues

You may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period has been agreed in writing, cancellations made close to the appointment time may be subject to a charge. This is because time has been reserved for you and staffing arrangements may already have been made.

Where the cancellation occurs after staff have already travelled to the address, or where access is refused, unavailable, or delayed for reasons outside our control, we may charge the full or partial service fee. If a property cannot be accessed at the agreed time, or if key collection arrangements fail, the booking may be treated as a late cancellation or a missed appointment.

If we need to cancel or reschedule due to illness, safety concerns, adverse conditions, equipment failure, or other operational reasons, we will aim to give notice as soon as reasonably possible and offer an alternative time. Our liability for cancellation will be limited to the amount paid for the affected appointment, unless otherwise required by law.

5. Liability and Damage

We will exercise reasonable care and skill in providing the service. However, cleaning work has inherent limits, and some surfaces, materials, finishes, or items may be vulnerable to damage, even when handled carefully. You should notify us in advance of any items that are particularly delicate, antique, or valuable.

We are not liable for pre-existing damage, wear and tear, defective fixtures, hidden faults, or deterioration caused by unsuitable materials, poor maintenance, or age. We also do not accept liability for damage arising from the customer’s failure to disclose relevant information, including fragile surfaces, unstable fittings, or prohibited substances. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited under UK law.

Any claim for loss or damage must be reported within a reasonable time and in any event as soon as reasonably practicable after the incident. We may request photographs, access to the premises, or other evidence so that the matter can be assessed fairly. Where liability is established, our remedy may include repair, replacement, or a refund, at our discretion and subject to the law.

6. Waste Regulations and Disposal

Our cleaning service complies with applicable UK waste and environmental requirements. In general, we will collect and remove ordinary non-hazardous waste generated during the cleaning process only where this has been agreed in advance or is included in the booked service. We are not licensed to remove controlled, hazardous, clinical, electrical, or specialist waste unless specifically authorised and lawfully able to do so.

You must not ask us to handle, transport, or dispose of items that are illegal, dangerous, contaminated, or subject to special disposal rules unless prior arrangements have been made in accordance with the law. This includes, without limitation, chemicals, asbestos, needles, bodily fluids, pest-infested materials, or regulated waste streams. Where such items are discovered, we may suspend the service and require you to arrange proper removal.

Any waste placed out for disposal by us must be handled in line with environmental obligations and local disposal rules that apply in England, Wales, Scotland, or Northern Ireland, as relevant. The customer remains responsible for ensuring that the premises do not contain waste requiring specialist treatment unless this has been disclosed and agreed in advance.

7. Staff Conduct, Property, and Materials

Our team members are expected to act professionally and respectfully at all times. Likewise, customers must ensure that staff are treated with courtesy and that the working environment remains safe. We may withdraw staff from a property if they are exposed to abusive behaviour, harassment, threats, or unsafe conditions.

Unless agreed otherwise, we may use our own cleaning materials and equipment or customer-provided products if appropriate. Where you request the use of your own products, you are responsible for ensuring they are suitable for the intended surfaces and do not present a hazard. We are not liable for adverse results caused by faulty, unsuitable, mislabelled, or improperly stored products supplied by the customer.

If keys, alarm codes, fobs, or access devices are provided to enable entry, you remain responsible for their security unless we have expressly agreed to hold them under a separate arrangement. We will take reasonable care of any access items entrusted to us and return them as agreed.

8. Complaints, Remedies, and Service Standards

If you are unhappy with any aspect of the service, you should notify us promptly so that we can review the concern and decide what action, if any, is appropriate. In many cases, a prompt report allows us to inspect the issue, arrange remedial work, or discuss a fair solution. Delay in reporting may limit the options available to resolve the matter effectively.

Where a complaint is upheld, we may, at our discretion and subject to legal requirements, offer a repeat visit, partial refund, or another proportionate remedy. This will depend on the nature of the issue, the service provided, and whether the problem resulted from our failure to meet the agreed standard. We do not provide guarantees that particular stains, marks, odours, or blemishes can always be removed.

These Highbury cleaners terms are intended to promote transparency and a consistent service standard. They do not create an obligation to achieve a specific aesthetic result where the condition of the property, materials, or time available makes that result impractical or impossible.

9. Force Majeure

We are not responsible for delays or failures caused by events outside our reasonable control. These may include severe weather, transport disruption, public health restrictions, strikes, utility outages, fire, flood, acts of terrorism, or other unforeseen events. If such an event occurs, we will aim to rearrange the appointment where possible.

Where a force majeure event prevents performance for a significant period, either party may have the right to cancel the affected booking without further liability, subject to any refund obligations that apply to prepaid amounts for unperformed services.

Service availability may be affected by circumstances beyond our control, and we cannot promise uninterrupted operations at all times. However, we will take reasonable steps to minimise disruption and communicate changes promptly.

10. Governing Law

These terms and any dispute arising from them are governed by the laws of England and Wales, unless mandatory consumer protection rules require a different legal approach. If you are resident in another part of the UK, any rights that apply under the laws of your home jurisdiction will not be excluded where they cannot lawfully be waived.

The parties agree that the courts of England and Wales shall have jurisdiction over disputes arising from these terms, subject to any rights that consumers may have under applicable law. Nothing in this section affects any statutory rights you may have as a consumer under UK legislation.

Highbury Cleaners may update these terms from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of your booking will apply to that booking unless a change is required by law or agreed in writing.