Terms And Conditions
Highbury Cleaners Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Highbury Cleaners to residential and commercial customers within its service area in the United Kingdom. By booking or using any service offered by Highbury Cleaners, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Customer means any individual, household, company, or organisation that requests or receives services from Highbury Cleaners.
Company means Highbury Cleaners, the provider of the cleaning services.
Services means domestic and commercial cleaning services and any related services provided by the Company, as agreed with the Customer at the time of booking.
Service Area means the geographical area within which the Company agrees to provide services, as determined and updated by the Company from time to time.
Booking means a confirmed appointment for the Company to provide services to the Customer at a specified property and time.
Cleaner means any employee, worker, or subcontractor engaged by the Company to carry out the services.
2. Scope of Services
The Company provides professional cleaning services within its service area, which may include regular domestic cleaning, end of tenancy cleaning, deep cleaning, office cleaning, and other specialist cleaning solutions. The exact services, frequency, and scope will be agreed with the Customer at the time of booking and confirmed in writing where applicable.
The Company reserves the right to refuse or discontinue services at properties that are unsafe, unsanitary beyond reasonable standards, or where the Cleaner is subject to abusive, threatening, or discriminatory behaviour.
3. Booking Process
Customers may request services by contacting the Company and providing accurate details of the property, the required services, and preferred dates and times. The Company will confirm availability and provide a quote or rate based on the information supplied.
A Booking is only considered confirmed once the Company has accepted the request and provided confirmation to the Customer. The Company may require additional information or clarification before confirming a Booking, particularly for larger or specialist jobs.
For one-off or end of tenancy work, the Company may require an estimated number of hours or a fixed price. This estimate is based on the information provided by the Customer and on typical cleaning times for similar properties and service levels.
The Customer is responsible for ensuring that access to the property is available at the agreed time. If the Customer fails to provide access and the Cleaner is unable to carry out the services, this may be treated as a late cancellation, and charges may apply in accordance with the cancellation policy.
4. Service Access and Requirements
The Customer must ensure that the property is accessible at the agreed time, whether by being present to provide access, arranging key collection and return with the Company, or providing secure key access in advance.
Running water, electricity, and sufficient lighting must be available at the property during the service. If these are not available and the Cleaner is unable to work safely or effectively, the Company may cancel or suspend the service and charge a fee.
Customers should inform the Company of any hazards, delicate surfaces, restricted areas, alarm systems, or special instructions before the service commences. The Company will not be liable for issues arising from information that was not disclosed in a timely manner.
5. Payments and Charges
The Customer agrees to pay the Company the agreed charges for the services provided. Prices may be based on hourly rates, fixed fees, or a combination, as specified at the time of booking.
Unless otherwise agreed in writing, payment is due on completion of the service or in advance, in accordance with the Company’s payment terms. For regular cleaning, the Company may require payment on the day of each visit or on a recurring schedule.
The Company may adjust its rates from time to time to reflect changes in operating costs, legal obligations, or market conditions. The Company will give reasonable notice of any changes in standard rates for ongoing or regular services.
If payment is not received by the due date, the Company reserves the right to charge interest, suspend future services, or take reasonable steps to recover outstanding amounts. The Customer is responsible for any costs reasonably incurred in pursuing overdue payments.
Any additional services requested by the Customer on the day of the Booking, which fall outside the original scope, may incur additional charges. The Cleaner will inform the Customer of any such charges wherever possible before proceeding.
6. Cancellations, Rescheduling, and No-Show
The Customer may cancel or reschedule a Booking by providing prior notice to the Company. The required notice period and any applicable fees will be set out by the Company and communicated to the Customer at the time of booking or subsequently.
As a general guideline, where the Customer cancels or reschedules a Booking with short notice, the Company may charge a cancellation fee or a percentage of the agreed service price. The purpose of this fee is to cover the Cleaner’s reserved time and associated costs.
If the Cleaner arrives at the property at the agreed time and is unable to gain access, or if the Customer cancels on the day of the service without prior notice, this may be treated as a no-show or late cancellation. In such cases, the Company reserves the right to charge up to the full service fee.
The Company may cancel or reschedule a Booking in the event of circumstances beyond its control, such as severe weather, illness, transport disruption, or other operational issues. In these cases, the Company will notify the Customer as soon as reasonably practicable and offer an alternative appointment. The Company will not be liable for any consequential losses arising from such cancellations or rescheduling.
7. Customer Responsibilities
The Customer must provide accurate and complete information when making a Booking, including property size, condition, access details, and any specific requirements.
The Customer should remove or secure valuable, fragile, or easily damaged items before the service starts, or clearly draw them to the attention of the Cleaner with specific instructions. The Company reserves the right to refuse to clean or move certain items where there is a risk of damage.
For regular domestic cleaning, the Customer is expected to maintain a reasonable level of tidiness, so that the Cleaner can focus on the agreed cleaning tasks. Requesting significantly different or additional tasks on the day may not be possible within the booked time and may require an adjustment in time or price.
If the Customer has any allergies or sensitivities to particular cleaning products, this must be disclosed to the Company in advance. The Company can discuss alternative products or methods where feasible, but cannot guarantee the availability of specific brands unless agreed in writing.
8. Quality, Complaints, and Service Limitations
The Company aims to provide services to a professional standard. If the Customer is dissatisfied with any aspect of the service, the Customer should notify the Company as soon as possible, ideally within 24 hours of the service, so that the issue can be investigated.
Where a complaint is justified and relates directly to the quality of the cleaning, the Company may, at its discretion, re-clean the affected areas or offer a reasonable adjustment. The Company’s obligation will not exceed the value of the service originally provided for the specific visit in question.
The Company is not obliged to carry out tasks that fall outside normal cleaning activities, such as heavy lifting, specialist stain removal, mould remediation requiring specialist treatment, pest control, or work at significant height. These tasks may pose safety risks or require separate specialist services.
9. Liability and Insurance
The Company will use reasonable care and skill in providing the services. The Company holds appropriate insurance cover for public liability in connection with its cleaning activities, subject to the terms and exclusions of the policy.
The Company will not be liable for loss or damage arising from pre-existing defects, wear and tear, poor installation, or inherent weaknesses in items or surfaces, including but not limited to loose fittings, brittle materials, or unstable furniture.
The Company’s liability for any loss or damage directly caused by its negligence will be limited, in aggregate, to the price paid for the specific service during which the loss or damage occurred, or to such other amount as may be recoverable under its insurance, whichever is lower.
The Company will not be liable for any indirect or consequential loss, including loss of profits, loss of use, loss of opportunity, or any loss that was not reasonably foreseeable at the time of entering into the contract.
Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.
10. Keys, Security, and Confidentiality
Where the Customer provides keys or access codes to the Company, the Company will take reasonable steps to ensure they are stored and handled securely. Keys will be clearly identified in a secure manner that does not directly disclose the property address.
If a key is lost due to the fault of the Company or its Cleaner, the Company’s liability will be limited to the reasonable cost of key replacement or lock change, subject to prior agreement and evidence of cost.
The Company will treat information about the Customer and their property as confidential and will only use such information for the purpose of providing the services, complying with legal obligations, or as otherwise agreed with the Customer.
11. Waste Handling and Environmental Regulations
The Company will comply with applicable UK regulations relating to waste disposal and environmental protection. General household waste generated during normal cleaning activities will usually remain the responsibility of the Customer and should be disposed of via the Customer’s usual household or commercial waste arrangements.
The Company does not normally remove large volumes of waste, bulky items, hazardous materials, clinical waste, or construction debris. If the Customer requests removal of such items, this may require separate arrangements and additional charges, and the Company may refuse if it considers the waste to present health, safety, or regulatory concerns.
The Customer is responsible for informing the Company of any known hazardous materials or substances present at the property. The Company reserves the right to decline work that would involve handling or disturbing hazardous waste or substances requiring specialist licensing or equipment.
The Company endeavours to use cleaning products and methods that are effective and, where possible, environmentally considerate. However, the Company does not guarantee the use of specific eco products unless expressly agreed with the Customer in advance.
12. Force Majeure
The Company shall not be in breach of these Terms and Conditions, nor liable for any delay or failure to perform its obligations, where such delay or failure results from events, circumstances, or causes beyond its reasonable control. These may include, but are not limited to, extreme weather, fire, flood, public health restrictions, transport disruption, or industrial disputes.
13. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, industry practice, or its service offering. The latest version will apply to all new Bookings, and the Company will provide reasonable notice of material changes that may affect ongoing or regular Customers.
14. Governing Law and Jurisdiction
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.
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 their subject matter.
15. Severability
If any provision of these Terms and Conditions is found by a court or other 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.
16. Entire Agreement
These Terms and Conditions, together with any written confirmation of Booking or service specification provided by the Company, constitute the entire agreement between the Company and the Customer in relation to the services. They supersede any prior understandings, representations, or agreements, whether oral or written, relating to the subject matter of the services provided.
