Islington Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are supplied by Islington Cleaner to domestic and commercial clients in the United Kingdom. By making a booking, you agree to be bound by these terms, so please read them carefully before confirming any service. For the avoidance of doubt, references to cleaning services, cleaner services, house cleaning, or professional cleaning all mean the services described in these terms.

These terms are intended to be fair, clear, and practical. They explain how bookings are made, when payments are due, how cancellations are handled, the limits of liability, and the rules that apply to waste and disposal. They also confirm the law that governs the agreement. If any part of these terms is unclear, the customer should raise the issue before the service begins.

Throughout this document, the words “we”, “us”, and “our” refer to Islington Cleaner, and “you” or “customer” refers to the person or organisation booking the service. The exact scope of work, schedule, and any special instructions will be agreed at the time of booking or in a written confirmation.

1. Booking Process

All bookings are subject to availability and acceptance by us. A booking request does not become binding until it has been confirmed by us, either in writing, by email, or through another stated booking method. We may ask for details about the property, access arrangements, the type of cleaning required, and any conditions that may affect the service.

The customer is responsible for providing accurate and complete information when requesting a cleaning appointment. This includes the size and condition of the property, the number of rooms, any delicate surfaces, and any equipment or materials that must not be used. If the information provided is incomplete or inaccurate, we may need to amend the price, duration, or scope of service, or in some cases refuse the booking.

We may offer one-off cleans, end-of-tenancy cleaning, regular domestic cleaning, commercial cleaning, deep cleaning, and other specialist services. Each service may have its own requirements and standards. Any quotation or estimate is based on the information supplied at the time and may be revised if the actual conditions differ materially from those described.

2. Service Standards and Access

We will carry out the agreed cleaning work with reasonable care and skill, using appropriate methods and products for the surfaces and tasks involved. While we aim to achieve a high standard, the result may depend on the condition of the property, the age of fixtures and fittings, and the time available. A standard clean is not the same as a restoration or repair service.

The customer must ensure that we have safe and reasonable access to the property at the agreed time. This includes providing keys, entry codes, alarm instructions, parking information where relevant, and any other access arrangements needed to complete the job. If access is delayed, restricted, or unavailable, we may charge for waiting time, unsuccessful attendance, or travel where reasonable.

The customer should also secure valuables, documents, medication, cash, and fragile items before the service begins. We are not responsible for items left in areas that are being cleaned unless loss or damage is caused by our negligence. If an item is especially delicate, valuable, antique, or unusual, the customer should notify us in advance so that we can decide whether it should be excluded from the work.

3. Prices and Payment

Our prices may be provided as a fixed quote or as an estimate. A fixed quote is based on the agreed information and covers only the work listed. An estimate is not a final price and may change if the cleaning time, labour, materials, or conditions differ from what was described. Additional charges may apply for extra rooms, heavy soiling, emergency call-outs, specialist equipment, or work outside normal hours.

Unless otherwise agreed in writing, payment is due on completion of the service or in advance where a deposit or prepayment has been requested. We may require card payment, bank transfer, or another accepted method. Any invoice must be paid by the due date shown. If payment is late, we may suspend future bookings, charge reasonable recovery costs, and seek interest or compensation where permitted by law.

All prices are shown inclusive or exclusive of VAT depending on the position stated at the time of booking. If VAT applies, it will be clearly indicated. Promotions, discounts, or package rates may be withdrawn at any time before a booking is confirmed. Unless expressly included, the price does not cover specialist materials, waste removal fees, parking charges, congestion charges, or third-party disbursements.

4. Cancellations, Rescheduling, and No-Shows

We understand that plans may change. If you need to cancel or reschedule, please give as much notice as possible. Any minimum notice period stated at booking will apply. If no specific notice period has been agreed, a reasonable notice requirement will apply based on the service type and the time reserved for your appointment.

If the customer cancels too late, fails to provide access, or is otherwise unavailable when our team arrives, we may charge a cancellation fee or the full service fee if the appointment slot cannot be reallocated. This reflects the time reserved and the costs incurred. Where we cancel due to circumstances within our control, we will offer an alternative date or refund any prepaid amount for the cancelled portion of the service.

If a booking is rescheduled by agreement, the original quote may be adjusted if the new appointment falls outside the original service parameters, such as changes in workload, access arrangements, or supply costs. Repeated last-minute cancellations or repeated failure to provide access may lead us to decline future bookings.

5. Customer Responsibilities

The customer must ensure that the property is reasonably safe for cleaning. This includes making us aware of hazards such as broken glass, exposed wiring, defective flooring, pest infestations, bodily fluids, sharps, or other unsafe conditions. We may pause or refuse work if the site is unsafe or if carrying out the service would create a risk to staff, occupants, or property.

The customer is responsible for removing or protecting items that should not be cleaned. This includes loose jewellery, paperwork, sensitive equipment, and items not intended to be handled. Where instructions are given, they must be clear, lawful, and practical. We may refuse to follow instructions that would be unsafe, unlawful, or likely to damage property.

It is also the customer’s responsibility to ensure that pets are controlled, children are supervised, and any alarms, cameras, or security systems are managed in a way that does not interfere with the service. Where a service cannot be completed because the customer has not met these responsibilities, we may charge as though the booking had proceeded to the point of interruption.

6. Liability and Limitations

We accept responsibility for loss or damage caused directly by our negligence or breach of contract, subject to the limits set out in these terms and any rights that cannot legally be excluded. However, we are not liable for pre-existing damage, wear and tear, hidden defects, or damage arising from unsuitable materials, poor installation, or the natural condition of surfaces and fixtures.

We are not responsible for indirect or consequential loss, including loss of profit, loss of opportunity, business interruption, or emotional distress, except where such exclusion is not allowed by law. In a domestic setting, we do not exclude liability for death or personal injury caused by our negligence, nor for fraud or fraudulent misrepresentation. Nothing in these terms is intended to reduce your statutory rights as a consumer.

If you believe damage has occurred, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovery. Where appropriate, we may ask for photographs, a description of the issue, and the opportunity to inspect the affected area. We may offer repair, re-cleaning, partial refund, or another reasonable remedy at our discretion, provided that this is lawful and proportionate.

7. Waste Regulations and Disposal

Our services are primarily focused on cleaning, not general waste management. We will handle waste only in accordance with applicable UK waste regulations and local rules. This means waste must be placed in suitable containers or designated disposal areas, and any removal must be lawful, safe, and proportionate to the service agreed.

We do not remove hazardous waste unless this has been expressly agreed and we are legally permitted and properly equipped to do so. Hazardous waste may include chemicals, needles, bodily fluids, asbestos, clinical waste, or other controlled substances. If such materials are discovered, we may stop work immediately and require the customer to arrange appropriate specialist disposal.

Where general refuse, packaging, or cleaning residue is removed as part of the service, the customer remains responsible for ensuring that disposal arrangements are lawful and that no restricted materials are included. We reserve the right to refuse to touch or move items that may breach waste, health and safety, or environmental requirements. Any improper disposal instructions will be ignored if they conflict with the law.

8. Products, Equipment, and Property Care

We may use our own cleaning products and equipment unless the customer requests otherwise and we agree in advance. Where customer-supplied products are used, we are not responsible for poor results, adverse reactions, or damage caused by unsuitable materials unless the issue arises from our negligence. Some surfaces require specialist treatment, and the customer should inform us in advance of any restrictions.

We will take reasonable care when moving lightweight furniture or objects to access cleaning areas, but we are not required to move heavy, unstable, fixed, or awkward items. We will not dismantle appliances, open sealed systems, or carry out repairs unless specifically agreed and lawful. If an item is damaged because it is unstable, defective, or not fit for ordinary handling, we may not be liable if reasonable care was taken.

Customers should tell us about any special finishes, heritage materials, or unusually delicate surfaces. This is particularly important for polished wood, untreated stone, antique fittings, or high-value fabrics. If the risk of damage is too high, we may exclude the item from the service or adjust the method used.

9. Complaints, Rework, and Remedies

If you are dissatisfied with any aspect of the service, you should notify us promptly and provide enough detail for us to understand the issue. Where a complaint is justified and reported in a reasonable time, we may offer a re-clean, a partial refund, or another suitable remedy depending on the circumstances. Our aim is to resolve issues fairly and efficiently.

We may decline a remedy if the complaint relates to conditions outside our control, incomplete customer information, unreasonable expectations, or misuse of the cleaned area after completion. Any remedy is limited to the affected service and does not create an ongoing obligation beyond the original booking unless otherwise agreed in writing.

Nothing in this section affects your legal rights if the service was not carried out with reasonable care and skill. If a dispute cannot be resolved informally, the matter may be dealt with under the governing law and jurisdiction clause below.

10. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising from them, are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, any mandatory consumer rights that apply locally will still be respected where required by law.

The courts of England and Wales will have exclusive jurisdiction over any dispute arising from the service or these terms, except where consumer law requires otherwise. If any term is found to be unlawful, invalid, or unenforceable, the remaining terms will continue in force. The invalid part will be interpreted, where possible, so that it reflects the original intention as closely as lawful.

These terms may be updated from time to time to reflect legal, operational, or commercial changes. The version that applies to your booking is the version in force at the time your booking is confirmed, unless a later change is required by law and must apply retrospectively.

11. Final Provisions

Any waiver of a breach must be in writing and will apply only to the specific matter waived. If we choose not to enforce a right or remedy immediately, that does not mean we have waived it permanently. Headings are included for convenience only and do not affect interpretation.

The customer may not transfer rights or obligations under these terms without our written consent. We may assign or subcontract some obligations where this does not materially reduce the standard of service. Any notice given under these terms should be made in a clear and traceable form.

By booking with Islington Cleaner, you confirm that you have read, understood, and accepted these terms. They are designed to support a professional, lawful, and transparent Islington Cleaner service agreement, while keeping expectations realistic and responsibilities clear for both sides.