Terms and Conditions for Edgware Cleaners

These Terms and Conditions set out the basis on which Edgware Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, you agree to these terms in full. If you do not agree with any part of them, you should not proceed with a booking. These terms are designed to be clear, fair, and practical for both customers and the cleaning provider, while reflecting standard UK service expectations.

For the purposes of these terms, references to “we”, “us”, and “our” mean Edgware Cleaners, and references to “you” and “your” mean the customer, client, or authorised representative making the booking. These terms apply to all standard cleaning services, including one-off cleaning, regular cleaning, deep cleaning, end-of-tenancy cleaning, and related service add-ons where agreed in advance.

We may update these terms from time to time. Any updated version will apply from the date it is published or otherwise communicated to you. Where a change is material and affects an existing booking, we will aim to apply the version in force at the time the booking was confirmed, unless a change is required by law or is necessary for safety, compliance, or operational reasons.

1. Booking Process

Bookings for Edgware Cleaners services are accepted only when we have confirmed the service details and availability. A booking request may be made by any agreed communication method, but it is not considered binding until we issue confirmation. Confirmation may be verbal or written, depending on the service arrangement, and will normally include the service type, date, time, address, scope of work, and any relevant special instructions.

You are responsible for ensuring that all information provided during booking is accurate and complete. This includes, without limitation, access arrangements, parking restrictions, security requirements, property condition, and any specific cleaning priorities. If incorrect or incomplete information leads to delays, additional work, or the need to change the service, we reserve the right to adjust the price or the booking terms accordingly.

We may refuse or cancel a booking where the property condition, requested task, safety risks, or scheduling issues make the service impractical or unsuitable. If a booking is accepted on the basis of limited information, we may reassess the service on arrival and amend the scope if required. Any significant change to the agreed cleaning schedule, property size, or service specification should be notified as soon as possible.

2. Service Delivery

We will use reasonable skill and care in carrying out all cleaning services. The exact results may vary depending on the condition of the property, the materials present, the age of stains or marks, and the limitations of the surfaces or fixtures being cleaned. While we aim to achieve a high standard, we do not guarantee the removal of every stain, mark, odour, or defect where this is not reasonably possible.

Unless otherwise agreed, you must provide access to the property at the agreed time and ensure the service area is ready for cleaning. Where keys, codes, alarm instructions, or entry permissions are required, you are responsible for supplying accurate details. If access is not available at the agreed time, or if our team is unable to enter due to a fault or missing instruction, the booking may still be charged in full or in part if staff time has been reserved.

We may bring our own equipment and cleaning materials unless a different arrangement is agreed in advance. If you request the use of particular products or tools, you must ensure that they are suitable for the surfaces involved and that any associated risks are disclosed. We may refuse to use a product that appears unsafe, unsuitable, expired, or inconsistent with our duty of care.

3. Payments and Charges

All prices will be confirmed at the time of booking or as soon as reasonably practicable after an assessment of the work. Prices may be based on hourly rates, fixed service fees, or a combination of both, depending on the nature of the service. Any additional work, extended cleaning time, or special equipment may incur extra charges if agreed with you or reasonably necessary to complete the work safely and properly.

Unless stated otherwise, payment is due on completion of the service or in accordance with the invoice terms we issue. We may require full or partial advance payment, particularly for larger jobs, repeat bookings, end-of-tenancy cleans, or where third-party access arrangements are involved. Accepted payment methods will be communicated at the point of booking or invoicing.

You must pay all sums due without set-off, deduction, or withholding unless required by law. If payment is late, we reserve the right to charge interest and reasonable recovery costs where permitted under the Late Payment of Commercial Debts legislation or other applicable law. Any disputed invoice must be raised promptly and in good faith so that we can investigate it.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Where notice is provided sufficiently in advance, no cancellation fee may apply; however, this depends on the service type and the amount of time reserved for your booking. Where a cancellation is made at short notice, we may charge a fee to cover staff allocation, preparation, travel, or lost working time.

If you are not present at the agreed time and access cannot be obtained, or if the property is unavailable for reasons within your control, the booking may be treated as a late cancellation or missed appointment. In such cases, we may charge the full amount or a reasonable proportion of the booking fee, depending on the circumstances and the work already completed.

We may also need to reschedule or cancel a booking due to sickness, adverse weather, transport disruption, equipment failure, safety concerns, or other events beyond our reasonable control. If this happens, we will use reasonable efforts to offer an alternative date or time. We are not liable for any indirect loss caused by such unavoidable changes, provided we have acted reasonably.

5. Liability and Customer Responsibilities

We will take reasonable care while carrying out the cleaning service, but our liability is limited to the extent permitted by law. We are not responsible for pre-existing damage, wear and tear, faulty fittings, hidden defects, insecure fixtures, or deterioration caused by age, poor installation, or unsuitable materials. You should notify us of any fragile, valuable, delicate, antique, or specialist items before the service begins.

You must remove or secure items of particular value, including cash, jewellery, documents, irreplaceable possessions, and sentimental items, unless we have expressly agreed to handle them. We will not be liable for loss or damage arising from your failure to secure such items appropriately. Where furniture or objects need to be moved, we may decline to move heavy, unstable, or hazardous items if doing so would present a risk.

If we cause direct damage through negligence, our liability will normally be limited to the reasonable cost of repair or replacement, taking into account fair wear, depreciation, and the age of the item. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

6. Waste, Disposal, and Regulatory Compliance

Where our service involves the removal of waste, packaging, or cleaning residues, the handling and disposal of such materials will be carried out in accordance with applicable UK waste regulations and environmental requirements. We will not remove controlled, hazardous, medical, chemical, or offensive waste unless specifically agreed in writing and unless the task can be performed lawfully and safely.

You are responsible for informing us in advance of any waste that may require special handling, including sharps, bodily fluids, asbestos-related debris, paint residues, solvent products, pesticide containers, or contaminated items. If restricted waste is discovered during the service, we may suspend the work, request further instructions, or decline to proceed. Any additional costs arising from lawful disposal arrangements may be charged to you where appropriate.

We may refuse any request that would require us to breach environmental, health and safety, transport, or waste carrier obligations. The customer must ensure that the property does not contain illegal, dangerous, or unlawfully stored materials in any area where we are expected to work. We may immediately withdraw staff if we believe that the premises present a regulatory or safety risk.

7. Health, Safety, and Access Conditions

We are committed to maintaining a safe working environment. You must advise us in advance of any hazards at the property, including but not limited to broken fixtures, exposed wires, slippery surfaces, infestations, structural issues, aggressive animals, or unsafe access routes. If we believe the premises are unsafe, we may pause or stop the service until the issue is addressed.

You must ensure that pets, children, and other occupants do not interfere with the cleaning process in a way that creates a risk to people, property, or equipment. If a location contains confidential areas, alarm systems, restricted rooms, or hazardous environments, you must provide clear instructions before the service starts. We may require that certain areas are left closed, inaccessible, or excluded from the booking altogether.

Where ladders, specialist equipment, or strong chemicals are required, we may apply additional restrictions or refuse the task if it cannot be completed safely. Our staff are not required to perform actions that may reasonably endanger themselves or others. Any delay caused by safety concerns may affect the duration or price of the service.

8. Complaints, Rework, and Service Issues

If you are dissatisfied with part of the service, you must notify us within a reasonable time after completion and provide sufficient details for us to assess the matter. We may request photographs, access for inspection, or other relevant information. Where appropriate, we may offer a revisit, partial re-clean, or other reasonable remedy at our discretion.

A request for rework will only apply to the scope originally agreed and only where the issue was caused by our failure to exercise reasonable care and skill. Rework will not be offered for areas excluded from the original booking, items left inaccessible, pre-existing damage, or results that were limited by the age or condition of the surface. Any remedy provided does not affect your statutory rights.

Nothing in these terms prevents you from raising a genuine complaint in writing or seeking a remedy available under consumer law. However, we encourage prompt communication so that concerns can be resolved efficiently and while the facts remain clear.

9. Termination and Suspension

We may suspend or end a booking, service agreement, or ongoing cleaning arrangement if you materially breach these terms, fail to pay on time, provide unsafe working conditions, or behave in a threatening, abusive, or unlawful manner. We may also do so if continuing the service would expose us to legal, safety, or operational risk.

If the relationship is terminated, you must pay for all services already performed and any properly incurred expenses up to the termination date. Any advance payment relating to work not yet performed will be handled in accordance with the booking terms and any applicable consumer law requirements. Where we terminate for convenience or operational reasons, we will act reasonably in relation to any unused prepayment.

Either party may end a recurring service arrangement by giving the agreed notice period. If no notice period has been specified, a reasonable notice period will apply. Termination does not affect rights and obligations intended to continue after the service has ended, including payment, liability, confidentiality, and governing law.

10. General Legal Provisions

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part will be treated as severed to the minimum extent necessary, and the remainder will continue in force. Any failure by us to enforce a right or remedy does not mean that right or remedy is waived. A waiver will only be effective if it is made in writing.

These terms contain the full agreement between you and Edgware Cleaners in relation to the services supplied, unless expressly varied in writing. You may not transfer your rights or obligations under these terms without our consent, although we may assign or subcontract parts of the service where lawful and appropriate.

The headings used in these terms are for convenience only and do not affect interpretation. References to legislation include any amendment, replacement, consolidation, or re-enactment of that legislation. Any use of singular words includes the plural where the context permits, and vice versa.

11. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, are governed by the law of England and Wales. The courts of England and Wales will have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another part of the UK or otherwise provides a mandatory forum.

Nothing in this section limits any rights you may have under applicable consumer protection law, unfair contract terms legislation, data protection law, or other mandatory statutory rights. If a conflict arises between these terms and non-excludable legal rights, the law will prevail to the extent of that conflict.

By booking a service with Edgware Cleaners, you confirm that you have read, understood, and agreed to these terms. We recommend that you retain a copy for your records. If you have any questions about your booking or the conditions of service, they should be raised before the appointment is confirmed.