Cleaner Ruislip Service Terms and Conditions
These Terms and Conditions apply to all domestic and commercial cleaning services provided by Cleaner Ruislip, including one-off cleans, recurring appointments, deep cleaning, end of tenancy cleaning, after-builders cleaning, and other specialist cleaning services agreed in writing. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to be bound by these terms. The purpose of this document is to set out the key rules that govern service provision, including how bookings are accepted, how payments are handled, when cancellations may apply, how liability is limited, and how waste and disposal requirements are managed under UK law.
For the avoidance of doubt, these terms are intended to be read alongside any written quotation, job confirmation, invoice, or service specification issued by Cleaner Ruislip. If there is any inconsistency between a written quotation and these terms, the written quotation will prevail only to the extent of the inconsistency. Any variation must be agreed in writing by an authorised representative of the company. No oral promise, statement, or estimate shall be treated as a binding variation unless confirmed in writing.
In these terms, references to “customer”, “you”, or “your” mean the person or business requesting the service. References to “we”, “us”, “our”, or “Cleaner Ruislip” mean the service provider. A “booking” means any request for cleaning services that has been accepted by us, whether made by phone, email, online form, or another approved method. A “service date” means the agreed date and time on which the cleaning work is scheduled to take place.
1. Booking Process
A booking with Cleaner Ruislip is only confirmed once we have reviewed the request, checked availability, and issued an acceptance or confirmation. Any price estimate provided before confirmation is based on the information available at the time and may be adjusted if the scope of work changes, access is restricted, or the condition of the premises differs materially from the description given during booking. We reserve the right to refuse or decline a booking where the requested work falls outside our service range, where adequate access cannot be arranged, or where the job would create an unreasonable health, safety, or legal risk.
When requesting a service, you must provide accurate and complete information, including the type of property, size, condition, number of rooms or areas to be cleaned, any hazards, pets, parking restrictions, access arrangements, and whether specialist materials or equipment may be required. If the information supplied is incomplete or misleading, the service may be delayed, revised, or cancelled, and any additional time or cost reasonably incurred may be charged to you. A Cleaner Ruislip booking is made on the basis of mutual reliance, so it is important that all details are correct.
We may ask for photographs, further descriptions, or additional instructions before confirming a reservation. This is to ensure that the correct cleaners, products, and equipment are assigned. In some cases, the agreed price for Cleaner Ruislip services may be subject to a minimum call-out, minimum duration, or specialist surcharge. If the premises are significantly more challenging than described, we may revise the quote before work begins. If you do not accept the revised quote, we may cancel the booking and charge a reasonable administration fee where appropriate.
2. Payment Terms
Unless otherwise agreed in writing, payment for services must be made in full on or before the service date. For recurring domestic cleans, payment may be required after each visit or on a scheduled invoice basis. For one-off or specialist work, we may require a deposit to secure the appointment. Any deposit requested is non-transferable and may be retained in accordance with the cancellation terms below. Payment methods accepted will be stated at the time of booking or invoicing.
All prices are quoted in pounds sterling and, unless expressly stated otherwise, are exclusive of VAT. If VAT is applicable, it will be added at the prevailing rate. We may update prices from time to time to reflect labour costs, materials, operational expenses, or changes in law, but confirmed bookings will be honoured at the price agreed unless the scope of work changes. If a job takes longer than anticipated due to circumstances outside our control, additional time may be charged at our standard hourly or per-task rate, provided this is reasonable and proportionate.
Late or failed payments may result in suspended services, cancellation of future bookings, or recovery action. If payment is not received by the due date, we reserve the right to charge statutory interest and fixed compensation where permitted under the Late Payment of Commercial Debts legislation, particularly for business customers. Any costs incurred in recovering overdue sums, including reasonable legal and administrative expenses, may also be claimed where lawful. Discounts, promotional rates, and package pricing are offered at our discretion and may be withdrawn without notice unless already contractually confirmed.
Price Changes and Additional Charges
Additional charges may apply where parking fees, congestion charges, specialist consumables, or unusual access arrangements are necessary. If extra work is requested on site, the cleaner may only proceed once approval has been obtained from the customer or an authorised representative. We will make reasonable efforts to keep the customer informed of any revised pricing before extra work is carried out. Any estimate given by Cleaner Ruislip is based on the expected labour and materials required and is not a fixed offer unless explicitly stated as such.
3. Cancellations, Amendments, and Access
Customers may cancel or amend a booking by giving reasonable notice. Unless a different period is stated in the quotation or invoice, at least 24 hours’ notice is required for standard cleaning services and longer notice may be required for larger, specialist, or scheduled jobs. Cancellations made with insufficient notice may incur a charge, including loss of deposit, a part-payment, or a cancellation fee reflecting time reserved and administrative costs. Where a cleaner has already been dispatched, the full booked amount may be charged if the cancellation is made too late to reallocate the appointment.
We may cancel or reschedule a booking if the premises are unsafe, if access is denied or unreasonably delayed, if equipment failure, weather, illness, or staffing issues prevent attendance, or if the work requested is unlawful or beyond our competence. In such cases, we will seek to offer an alternative date or a fair refund of any prepaid sums for unperformed work. We will not be liable for losses arising from a cancellation or delay caused by events outside our reasonable control, including severe weather, transport disruption, power failures, or emergency situations.
It is your responsibility to ensure that someone with authority is present where required, keys or access codes are provided safely, alarms are disarmed, and pets or other hazards are managed appropriately. If our team is unable to enter the property, or is prevented from carrying out the agreed work because access is not available, the appointment may be treated as a late cancellation and charged accordingly. Cleaner Ruislip services rely on timely access, so any repeated failure to provide access may result in future bookings being declined.
4. Liability and Customer Responsibilities
We will perform services with reasonable care and skill, using competent personnel and appropriate materials. However, certain limitations apply. We are not responsible for pre-existing damage, poor workmanship carried out by others, hidden defects, wear and tear, deterioration caused by age, or issues resulting from unsuitable surfaces, fragile items, or incorrect product use where warnings have been given. Customers must remove or protect valuables, sentimental items, cash, jewellery, important documents, and fragile objects before cleaning begins unless we have expressly agreed in writing to handle them.
To the fullest extent permitted by law, our liability is limited to the direct loss or damage caused by our negligence or breach of contract and shall not include indirect, special, incidental, or consequential losses, including loss of profit, loss of opportunity, or business interruption. 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 lawfully be excluded under UK law. If damage is alleged, you must notify us as soon as reasonably possible and provide a fair opportunity to inspect the issue before any repair or replacement is undertaken.
If a claim is accepted, our preferred remedy will usually be repair, re-cleaning, replacement of the affected item to the extent reasonably possible, or a refund reflecting the affected part of the service. Our total liability for any claim arising from a single booking will not exceed the total amount paid for that booking, except where law requires otherwise. Where the customer’s instructions, omissions, or failure to disclose relevant information contribute to the loss, our liability may be reduced or excluded to the extent permitted by law. A Cleaner Ruislip appointment should therefore be prepared in a way that allows safe and effective work.
Insurance and Safekeeping
We maintain insurance cover appropriate to the nature of our business, but insurance does not create a duty to compensate for losses outside these terms. Any items left on site are done so at your own risk unless we have expressly agreed to take possession of them. While our staff will act responsibly, we do not accept responsibility for items that are lost, stolen, or damaged where no negligence can be shown on our part. You are encouraged to check the condition of the premises and contents before and after the service, and to raise any concerns promptly so that they can be addressed efficiently.
5. Waste, Disposal, and Regulatory Compliance
All cleaning activities carried out by Cleaner Ruislip must comply with applicable UK waste and environmental rules. Waste generated during a service, including packaging, disposable cloths, dust, debris, and similar materials, will only be removed or disposed of where this has been agreed in advance and where such disposal is lawful. We do not remove hazardous waste, clinical waste, asbestos, chemicals requiring specialist handling, or any other regulated material unless we have explicitly agreed to do so and are legally permitted to manage it. Where such materials are encountered unexpectedly, we may stop work and advise you to arrange specialist disposal.
You are responsible for ensuring that any waste left for collection, disposal, or sorting is accurately described and lawfully presented. The customer must not request disposal of prohibited items, fly-tipping, or any activity that would breach environmental law, the Environmental Protection Act 1990, waste carrier rules, duty of care obligations, or any associated regulations. If we reasonably believe a request would amount to unlawful disposal, we may refuse to carry out that element of the work. Any materials that may contaminate recycling streams or present a health risk must be segregated or declared in advance.
Where cleaning products, detergents, or equipment are used, they will be selected and handled in accordance with product instructions and reasonable safety standards. The customer must advise us of any special sensitivities, allergies, or surface restrictions before the job begins. If a property contains items or materials requiring specialist disposal, we may recommend that the customer engage a licensed contractor. Nothing in these terms authorises either party to breach waste transfer, storage, transport, or disposal requirements under UK law.
6. Service Standards, Complaints, and Termination
We aim to provide a professional service that is timely, respectful, and consistent with the agreed scope. If you are unhappy with any aspect of a service, you should notify us promptly and no later than a reasonable period after completion so that the issue can be reviewed. We may ask for photographs, a description of the concern, or access to the area in question before deciding on the appropriate remedy. Failure to allow inspection may limit our ability to assist.
We may suspend or terminate a booking or ongoing service arrangement if the customer behaves abusively, requests unlawful conduct, fails to provide safe access, repeatedly misses appointments, or breaches these terms. We also reserve the right to withdraw staff from a site where they reasonably believe there is a risk to health, safety, or dignity. If termination occurs due to customer breach, any unpaid charges for work already completed or for reasonable cancellation costs may remain payable.
These terms may be updated from time to time to reflect changes in business practice, legislation, or operational requirements. The version in force at the time the booking is confirmed will apply to that booking unless a later version is expressly accepted by both parties. The headings used in this document are for convenience only and do not affect interpretation. Any clause found to be invalid or unenforceable shall be severed to the minimum extent necessary, and the remainder shall continue in effect.
7. Governing Law
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you are a consumer, you may have additional statutory rights under applicable consumer protection legislation, and nothing in these terms is intended to reduce those rights.
Cleaner Ruislip values clarity, fairness, and legal compliance in every service arrangement. By confirming a booking, you acknowledge that you have read, understood, and agreed to these terms, including the booking process, payment obligations, cancellation requirements, liability limitations, waste handling rules, and governing law provisions. These terms form the basis of a professional and orderly service relationship and are intended to protect both parties while allowing cleaning work to be delivered efficiently and responsibly.
Should a dispute arise, both parties should first attempt to resolve the matter amicably and in good faith. Any complaint, refund request, or disagreement about the scope of a Cleaner Ruislip service should be raised as soon as reasonably possible so that records can be checked and, where appropriate, a remedy can be offered. Where a satisfactory resolution cannot be reached informally, the matter may be pursued through the courts having jurisdiction under the governing law set out above.