Terms and Conditions for Cleaners Maidavale

These Terms and Conditions set out the basis on which Cleaners Maidavale provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. They are designed to be fair, practical, and clear so that both the customer and the cleaning provider understand their rights and responsibilities.

In these terms, references to we, us, and our mean Cleaners Maidavale. References to you and your mean the person, business, landlord, tenant, or other customer who requests or receives the service. These terms apply to regular cleaning, one-off cleaning, deep cleaning, end-of-tenancy cleaning, and any related service agreed in writing or verbally before the appointment.

These conditions apply alongside any quotation, booking confirmation, service description, or written agreement issued by us. If there is any inconsistency, the specific booking details will normally take priority over these general terms, unless the specific detail conflicts with law or these terms are otherwise mandatory.

All services are subject to availability, staff capacity, suitable access, and acceptance of the booking by us. We may refuse or cancel a booking if the property is unsafe, unsuitable, or outside the scope of the agreed service. We may also decline work where the customer requests tasks that are unlawful, hazardous, or outside our operational standards.

Booking process. A booking may be requested by phone, email, online form, message, or other agreed method. A booking is not confirmed until we have accepted it and, where required, received any deposit, prepayment, or written confirmation. You must provide accurate information about the property, the type of service required, the size of the premises, access arrangements, parking, pets, fragile items, and any special instructions that may affect the cleaning.

It is your responsibility to ensure the details supplied at the time of booking are complete and correct. If the information changes before the appointment, you must tell us as soon as reasonably possible. We may adjust the quote, duration, team size, or cleaning plan if the property, condition, or requested tasks differ from what was originally described.

We reserve the right to request photographs, additional information, or an in-person assessment before confirming a service, especially where the property condition, access, or scope of work is unclear. Any quote provided is based on the information available at the time and may be revised if the actual requirements are materially different.

Payments. Unless otherwise agreed, payment is due on the day of service or upon completion of the work. For recurring contracts, invoices may be issued weekly, fortnightly, or monthly according to the agreed schedule. We may require a deposit or advance payment for certain jobs, including larger cleans, first-time bookings, end-of-tenancy work, or appointments requiring special equipment or extended time.

All prices are quoted in pounds sterling and may be stated inclusive or exclusive of VAT depending on our status at the time of booking. Where VAT applies, it will be shown separately where required by law. Payment may be made by bank transfer, card payment, or another accepted method. We do not accept liability for delays caused by your payment provider, bank, or card issuer.

If payment is not received when due, we may suspend future services, withhold completion documents where applicable, or charge reasonable costs associated with recovery of the debt, subject always to applicable law. We may also charge interest on overdue sums where lawful to do so. You are responsible for any bank charges, chargeback costs, or currency conversion fees incurred because of your chosen payment method.

Cancellations and rescheduling. If you need to cancel or move an appointment, you must notify us as early as possible. The amount payable on cancellation depends on how much notice you give and whether staff, equipment, or materials have already been allocated. In general, late cancellations may incur a fee to cover reserved time and operational loss.

Cancellations made with reasonable notice may be accepted without charge, but this is not guaranteed and may depend on the booking type. If our team arrives at the property and cannot gain access, or if the service cannot proceed because of incorrect information or unsuitable conditions, the booking may be treated as a late cancellation or failed appointment and charged accordingly.

We may reschedule a booking where staff are unavailable due to illness, severe weather, transport disruption, safety concerns, or other circumstances beyond our control. Where this happens, we will aim to offer a new appointment as soon as reasonably possible. We are not responsible for indirect losses caused by a necessary change of date, provided we act reasonably and with due care.

Customer responsibilities. You must ensure safe, lawful, and reasonable access to the property at the agreed time. This includes arranging entry, advising us of alarm codes if necessary, securing pets, and removing hazards where possible. You should store valuables, cash, passports, sensitive documents, and fragile items safely before the clean begins. Unless agreed otherwise, our team is not responsible for organising possessions or handling highly valuable items.

You must also provide water, electricity, and a suitable working environment unless the service has been specifically arranged otherwise. If a task requires equipment, products, or access that you have agreed to supply, those items must be ready and usable. We may be unable to complete the full service if essential utilities or access are unavailable.

Service standards and limitations. We will use reasonable skill and care in delivering the agreed cleaning service. However, some stains, marks, damage, limescale, odours, mould, grease build-up, or fabric deterioration may not be fully removable. We do not guarantee restoration of items to new condition, nor can we promise the removal of all contaminants where the material, age, or condition of the surface limits the result.

The scope of work is limited to the tasks described in your booking or confirmation. Any additional work requested on the day may be accepted at our discretion and may incur further charges. We are not required to move heavy furniture, dismantle fixtures, handle biohazards, remove needles, deal with asbestos, or perform specialist restoration unless expressly agreed in writing and lawfully permitted.

If the property contains items of special risk, such as delicate antiques, electrical goods, loose fittings, or items with manufacturer restrictions, you must tell us in advance. We may refuse to clean certain objects or areas where doing so could cause damage or where the task requires specialist expertise beyond a standard cleaning service.

Liability. We will not be liable for loss or damage caused by pre-existing defects, wear and tear, hidden faults, unsuitable materials, or items that were already damaged before the service began. Where you ask us to clean an area or item against our advice, you accept the risk associated with that instruction, except where the law prevents exclusion of liability.

Our liability for direct loss or damage caused by our negligence is limited to the lower of the total price paid for the specific service in question or the amount recoverable under any applicable insurance policy, except where liability cannot lawfully be limited. We shall not be liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of enjoyment, to the extent permitted by law.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under UK law. If you believe damage has occurred, you must notify us as soon as reasonably practicable and provide clear evidence, including photographs and a description of the item or area affected.

Complaints and remedy. If you are unhappy with the standard of service, you must raise the issue within a reasonable time after the appointment so we can investigate. Where appropriate, we may offer a re-clean, partial refund, or another reasonable remedy. Any remedy will depend on the facts, the service type, and whether the issue was within our control.

We may ask for access to inspect the reported issue or to understand whether the result is due to the nature of the stain, the condition of the property, or the scope of work booked. A complaint does not automatically entitle you to a full refund. We will consider each matter fairly and in line with our obligations under consumer law.

If our staff are subject to verbal abuse, harassment, unsafe conditions, or discriminatory behaviour, we may stop the service immediately and leave the property. In such cases, the booking may still be charged in full or in part depending on the time spent and work carried out up to that point.

Waste regulations and disposal. We comply with applicable UK waste rules when handling waste generated during a cleaning service. This means we will dispose of ordinary household rubbish, packaging, and cleaning-related waste only where it is lawfully permitted and included within the agreed service. We are not a general waste removal or hazardous waste disposal company unless specifically agreed in writing and properly licensed for the task.

You remain responsible for the lawful storage, classification, and disposal of any special or controlled waste at the property, including sharp objects, clinical waste, paint, chemicals, solvents, asbestos-containing materials, or waste from commercial processes, unless we have expressly agreed to manage it and are legally able to do so. If we discover hazardous or unlawful waste, we may refuse to touch, move, or remove it.

Where waste removal is included in the service, you must ensure items are presented in a safe and lawful manner. We may separate recyclable materials from general waste where appropriate, but we are not responsible for local authority collections, recycling facility requirements, or changes in waste acceptance rules. Any additional disposal charges will be notified before work proceeds where reasonably possible.

Access, keys, and security. If you provide keys, codes, fobs, alarm details, or other access methods, you confirm that you have authority to do so. We will take reasonable care with any keys or access devices entrusted to us, but you should have appropriate insurance for your own property and possessions. We are not responsible for losses caused by third-party access outside our control.

We may record key holdings, codes, or security instructions for operational purposes. Such information will be handled responsibly and used only to provide the service. If you request the return of a key, we will do so within a reasonable time after the service ends, subject to arranging a suitable handover.

Force majeure. We are not liable for delays or failure to perform our obligations due to events beyond our reasonable control, including severe weather, fire, flood, strikes, transport disruption, power failure, illness, public emergencies, or government restrictions. If such an event affects the service, we will try to rearrange or complete the work as soon as practical.

Changes to terms. We may update these Terms and Conditions 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 later version is agreed in writing. Continued use of our cleaning services after any update indicates acceptance of the revised terms.

Severability. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remainder will continue in full force and effect. Any invalid provision will be interpreted, where possible, in a way that best reflects the original intention and remains consistent with applicable law.

Entire agreement. These terms, together with your booking confirmation and any written service description, form the entire agreement between you and us for the relevant cleaning service. No statement made outside these documents will be relied upon unless expressly confirmed in writing by an authorised representative of Cleaners Maidavale.

Governing law. These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking, or the service will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires otherwise.

By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms. We recommend that you keep a copy for your records so that you can refer to the conditions that applied at the time of your appointment.

Cleaners Maidavale is committed to delivering cleaning services with professionalism, care, and transparency. These terms are intended to support a clear and fair working relationship, while allowing for the practical realities of cleaning different properties and responding to the varied needs of customers.