Terms and Conditions for Cleaner Barnes
These Terms and Conditions set out the basis on which Cleaner Barnes provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to be bound by these terms, which are intended to create a clear and fair working arrangement between the customer and the cleaning provider. Please read them carefully before confirming any service. If any part of these terms is unclear, the customer should review them before proceeding with a booking, as a confirmed appointment will be treated as acceptance of the full agreement.
For the purposes of these terms, “we”, “us” and “our” refer to the cleaning service provider operating under the name Cleaner Barnes, while “you” and “your” refer to the customer, hirer or authorised representative making the booking. These terms apply to one-off cleans, recurring cleaning arrangements, specialist cleaning where offered, and any related services agreed in writing. They are designed to support a professional service while maintaining reasonable expectations on both sides. Nothing in these terms affects your statutory rights as a consumer where those rights cannot be limited by law.
We reserve the right to amend these terms from time to time. Any updated version will apply to new bookings made after the date of publication or communication of the revised terms. The version in force at the time of booking will normally govern that specific service unless otherwise agreed in writing. All services are provided subject to availability, and availability may vary depending on staff capacity, the type of cleaning required, seasonal demand, or other operational factors.
1. Booking Process
Bookings for cleaning services in Barnes or elsewhere in the UK may be requested through the approved booking channels used by our business. A booking is not confirmed until it has been accepted by us and, where relevant, any required deposit or prepayment has been received. We may request details such as the property size, number of rooms, access arrangements, cleaning priorities, required equipment, parking restrictions, and any known hazards. This information helps us assess whether we can safely and properly complete the work.
When requesting a service, you must provide accurate and complete information. If the information later proves to be incomplete or misleading, we may revise the quote, alter the scope of work, reschedule the appointment, or decline the booking altogether. For example, if the property is significantly larger than described, or if the condition of the premises is materially different from what was stated, additional time or cost may be required. Any estimate is based on the information provided at the time of booking and may change if the actual circumstances differ.
We may also require confirmation of access arrangements, including someone being present, a key collection method, lockbox instructions, concierge procedures, or other suitable arrangements. If access is not available at the agreed time, the appointment may be treated as a late cancellation or failed visit. In such circumstances, a charge may still apply. The customer is responsible for ensuring that the premises are ready for cleaning, with reasonable access to the areas included in the agreed service.
2. Service Scope and Customer Responsibilities
The service scope will be limited to the tasks included in the booking confirmation or agreed schedule. Unless expressly stated otherwise, our cleaners will not move heavy furniture, handle dangerous materials, carry out specialist restoration work, or perform tasks requiring trade qualifications. Customers should remove valuables, confidential documents, fragile items and sentimental possessions before the appointment, or notify us in advance if special care is required. We will not be responsible for items left unsecured in the property.
You must ensure the premises are reasonably safe for cleaning. This includes informing us about known risks such as broken glass, loose wiring, mould, structural issues, pests, aggressive animals, or any substances that may pose a health hazard. Where necessary, we may refuse to work in an area that presents an unacceptable risk. If a task cannot be completed because of unsafe conditions or lack of information, the affected part of the service may still be charged where the team has attended and been prepared to work.
Where the service includes the use of your own appliances, tools, or cleaning products, you are responsible for ensuring they are in suitable working condition and appropriate for the intended use. If you ask us to use products that may damage surfaces, fabrics, or finishes, we may decline to use them. We do not guarantee the suitability of customer-supplied equipment or materials. Where our team supplies products, these will ordinarily be chosen for general domestic use unless a specialist product has been agreed.
3. Payments, Pricing and Late Charges
Prices are normally quoted in advance on the basis of the information you provide and may be charged as a fixed fee, hourly rate, or a combination of both, depending on the nature of the service. Any estimate given before the visit is not necessarily a final price unless expressly stated as such. If the actual work required exceeds the original scope, or if additional time is needed because of the condition of the property, extra charges may apply. We will aim to communicate such adjustments where reasonably practicable.
Payment terms will be confirmed at the time of booking or on the invoice. We may require full payment in advance, partial prepayment, payment on completion, or payment within a stated number of days after invoicing. Accepted payment methods may vary and are subject to change. If payment is not made on time, we reserve the right to suspend future services, charge reasonable recovery costs where permitted by law, and/or cancel outstanding bookings.
Any deposit paid to secure a booking may be non-refundable or partially refundable depending on the circumstances of cancellation and the amount of notice given. If the customer fails to provide access, causes unnecessary delay, or requests significant additional work not included in the agreed quotation, we may issue an adjusted invoice. All prices are stated in pounds sterling unless otherwise agreed. Where VAT applies, it will be added at the appropriate rate. Late payments may incur statutory interest and compensation where legally permitted.
4. Cancellations, Rescheduling and Missed Appointments
Customers may request cancellation or rescheduling by notifying us within a reasonable time before the appointment. The amount of notice required may differ depending on the type of booking, staff allocation, and whether any products or specialist arrangements have already been made. If sufficient notice is given, we will normally offer an alternative slot where available. If the customer cancels too close to the appointment time, a cancellation fee may apply to cover lost time and allocated resources.
If we need to cancel or reschedule due to illness, staffing issues, unsafe conditions, extreme weather, equipment failure, or other events beyond our reasonable control, we will aim to notify you as soon as possible and offer an alternative date. We will not be liable for indirect losses arising from such changes, although we will use reasonable efforts to minimise disruption. In some cases, if a booking cannot be fulfilled, any prepayment relating to the unperformed service may be refunded or credited at our discretion, subject to applicable law.
If the cleaner arrives and is unable to gain access, or if the customer is absent where attendance is required, the booking may be treated as a missed appointment and charged accordingly. Likewise, if the property is not ready for the agreed service, or if the customer requests a substantial change that prevents work from starting, a wasted visit fee may be applied. These charges are intended to reflect the reserved time and operational costs associated with the appointment.
5. Liability and Limitations
We will carry out services with reasonable care and skill and aim to maintain a professional standard at all times. If you believe a service has not been performed with due care, you should notify us within a reasonable period so that the matter can be reviewed. Where a valid issue is established, we may offer to return and rectify the problem, provide a partial refund, or take another reasonable remedial step. The appropriate remedy will depend on the circumstances and the nature of the complaint.
Our liability is limited to loss or damage caused directly by our negligence, breach of contract, or failure to comply with legal obligations that cannot be excluded. We will not be responsible for pre-existing damage, normal wear and tear, hidden defects, deterioration over time, or damage caused by faulty fixtures, aged materials, poor installation, or inadequate maintenance. In particular, certain surfaces, finishes and fabrics may react unpredictably to cleaning agents or methods. This is especially relevant where the property contains delicate materials, antique items, or surfaces with prior damage.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited. Subject to those exceptions, our maximum liability for any individual claim will normally be limited to the amount paid or payable for the relevant service. We are not liable for loss of profit, business interruption, loss of data, or consequential losses, whether arising in contract, tort, or otherwise, to the fullest extent permitted by law.
6. Waste Handling and Regulations
Waste removal, disposal, and handling are subject to applicable UK laws and local authority requirements. Unless expressly included in the service, we do not act as a licensed waste carrier for large-scale removal, hazardous waste, or controlled materials. Customers must not ask our staff to transport items that may require special permits, documentation, or disposal procedures. If we do agree to remove waste as part of a clean, the items must be suitable for lawful disposal through ordinary domestic or commercial waste streams.
You are responsible for identifying any items that require special handling, including sharp objects, clinical waste, asbestos-related material, chemicals, solvents, paint, electrical waste, batteries, or any substance classified as hazardous. We may refuse to touch, move or dispose of any material that we reasonably believe to be unsafe or non-compliant. Where waste is collected as part of a cleaning visit, it may be separated, bagged or prepared for disposal in accordance with applicable rules, but final disposal responsibilities may remain with the customer or relevant waste service provider.
We expect customers to comply with all obligations relating to recycling, segregation, and lawful disposal of waste. No illegal dumping, fly-tipping, or improper transfer of waste will be accepted. If we are asked to handle regulated waste, we may require written confirmation of lawful disposal arrangements, additional fees, or documentary evidence before proceeding. Any breach of waste regulations by the customer is the customer’s responsibility, and the customer agrees to indemnify us against losses arising from the customer’s unlawful instructions or omissions, except where caused by our own breach.
7. Insurance, Complaints and Remedies
We maintain insurance cover that is appropriate for the nature of the services we provide, subject to policy terms, exclusions and any applicable excess. Insurance does not create a guarantee that every incident will be compensated, and claims may be declined where the circumstances fall outside the policy. Customers should therefore keep their own insurance arrangements under review, particularly where valuable items are stored at the property or where the premises contain delicate surfaces or fittings.
If you wish to raise a concern, you should do so promptly and provide reasonable details of the issue, including the date of service, the affected area, and any supporting information. This allows us to investigate properly and determine whether a remedy is appropriate. We may request access to the property, photographs, or other evidence before deciding on the outcome. Any remedy will be assessed fairly and in line with the seriousness of the matter and the evidence available.
Our aim is to resolve disputes efficiently and without unnecessary formality. Where appropriate, we may offer to return and re-clean an area, provide a partial credit, or agree another proportionate solution. However, no remedy will be due where the issue results from customer instructions, inaccurate information, failure to provide access, pre-existing conditions, or matters outside our reasonable control. The existence of this complaints process does not remove your legal rights, but it does form part of the agreed service arrangement.
8. Force Majeure, Data and General Provisions
We shall not be in breach of these terms if performance is prevented or delayed by events beyond our reasonable control, including but not limited to severe weather, fire, flood, transport disruption, labour shortages, public health restrictions, accidents, acts of government, or interruption of utility services. If such an event occurs, the affected obligation will be suspended for the period of the delay and we will endeavour to resume services as soon as reasonably possible.
Any personal information provided in connection with a booking will be used for the administration of services, payment handling, service updates, record keeping, and related operational purposes. We will process personal data in accordance with applicable UK data protection law. By making a booking, you acknowledge that we may retain relevant service records for legitimate business and legal purposes for an appropriate period. We will not use your data for unrelated purposes without a lawful basis.
If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure by us to enforce any part of these terms on one occasion will not prevent enforcement on another occasion. These terms form the entire agreement between the parties in relation to the relevant cleaning service, unless a separate written agreement states otherwise. Any variation must be agreed in writing by an authorised representative of Cleaner Barnes.
9. Governing Law and Jurisdiction
These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales. Where the service is supplied to a customer located elsewhere in the UK, mandatory consumer protections of the relevant jurisdiction will still apply where they cannot legally be excluded. Nothing in these terms is intended to reduce any rights you may have under applicable consumer law.
The parties agree that the courts of England and Wales shall have jurisdiction over any dispute arising from these terms, subject always to any rights that cannot be waived under consumer protection legislation. If a dispute cannot be resolved through informal discussion or written complaint handling, either party may pursue the matter through the appropriate legal channels. These terms should be read as a practical and lawful framework for the provision of Cleaner Barnes services, balancing service quality, customer responsibility and compliance with UK legal standards.
