Tufnellpark Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Tufnellpark Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, requesting a quotation, or allowing our team to commence work, you agree to be bound by these terms. They are intended to clarify the rights and responsibilities of both parties and to support a clear, reliable cleaning service. For the avoidance of doubt, references to we, us and our mean Tufnellpark Cleaner, and references to you and your mean the customer receiving the service.

These terms apply to all standard, recurring, one-off and specialised cleaning appointments unless we agree otherwise in writing. They should be read together with any quotation, service description, booking confirmation, estimate, or written agreement issued in connection with your appointment. If there is any inconsistency, the written booking confirmation or specific service agreement will take precedence to the extent of that inconsistency. Nothing in these terms affects your statutory rights as a consumer under UK law.

Our service is designed to be flexible, but it still requires cooperation between both parties. You are responsible for providing accurate information about the property, the type of service required, access arrangements, and any hazards or special circumstances that may affect the work. We rely on that information when allocating staff, pricing the service, and deciding what equipment or cleaning materials are needed. Misleading or incomplete information may result in additional charges, delays, or the need to amend the appointment.

By booking a service with Tufnellpark Cleaner, you confirm that you are authorised to arrange the work for the property concerned and that you accept responsibility for ensuring access at the agreed time. We may refuse or suspend a booking if it would be unsafe, unlawful, impracticable, or outside our normal scope of services. We also reserve the right to decline work where the condition of the property, the presence of biohazards, or the nature of the requested task would expose our staff to unreasonable risk.

Booking process begins when you submit a request for a quotation, an estimate, or a service slot. Any quotation we provide is usually based on the information available at that time and may be revised if the actual condition or size of the property differs from the information supplied. A booking is not confirmed until we expressly accept it, either verbally, electronically, or in writing. We may request photographs, a property description, or further details before confirming a cleaner cleaning appointment, particularly for larger, specialist, or recurring services.

Once confirmed, the date, time, duration, and scope of the Tufnellpark Cleaner service will be recorded in the booking confirmation or associated communications. You should review that information promptly and notify us of any errors or concerns as soon as possible. If you request changes to the original scope after confirmation, we may need to adjust the price, staff allocation, or schedule. Time-specific requests are subject to availability and cannot always be guaranteed, especially where circumstances outside our control affect our route or staffing.

If the service requires keys, entry codes, concierge access, parking permits, or other arrangements, you must provide them in advance or by the time agreed. We are not responsible for delays caused by the absence of access or incorrect access details. If our team cannot enter the premises at the agreed time, the appointment may be treated as a late cancellation or failed visit, and the relevant charges may apply. Where you are not present, you accept responsibility for ensuring that the property is ready for cleaning and that valuables are secured.

Payments must be made in accordance with the terms stated on the quotation or booking confirmation. Unless we agree otherwise, payment is due on completion of the service or in advance for certain specialist or recurring arrangements. We may require a deposit, part payment, or full prepayment for larger jobs, first-time bookings, or services involving significant material costs. Accepted payment methods will be communicated at the time of booking. Any bank charges, currency conversion fees, or failed payment costs imposed by your payment provider remain your responsibility.

Where payment is not received by the due date, we reserve the right to charge interest on overdue sums at the statutory rate applicable under UK law, together with reasonable costs incurred in recovering the debt. We may also suspend future services until outstanding balances are cleared. If you dispute an invoice, you must notify us promptly and provide the reasons for the dispute. You must still pay any undisputed amount by the original due date. Any agreed refund, credit note, or adjustment will be issued at our discretion or where required by law.

Cancellations and rescheduling should be notified as soon as possible. Because appointments are allocated in advance, short-notice cancellation can result in loss of work time, travel costs, and staffing disruption. If you cancel or reschedule more than 24 hours before the scheduled start time, no cancellation charge will usually apply unless we have incurred non-recoverable costs specifically for your booking. If you cancel with less than 24 hours' notice, or if our team is unable to gain access, a cancellation fee may be charged.

For larger or specialist projects, a longer notice period may apply and will be confirmed in writing at the time of booking. Where a deposit has been paid, it may be non-refundable if stated in the booking terms and if we have reserved time and resources for your appointment. If we need to cancel or reschedule due to illness, unsafe conditions, staff shortages, severe weather, or other events beyond our reasonable control, we will try to offer an alternative appointment. We are not liable for any indirect costs arising from such rearrangement.

Repeated late cancellations, abusive behaviour, or persistent failure to provide access may lead us to refuse future bookings. We may also decline to continue a recurring cleaning arrangement if the property conditions, payment history, or communication pattern make it impracticable to continue on the agreed basis. Any cancellation charges are intended as a reasonable estimate of our losses and are not a penalty. Nothing in these terms limits your rights where the Consumer Rights Act 2015 or other applicable legislation provides a different remedy.

Our service standards and liability are based on reasonable skill, care, and professionalism. We will take reasonable steps to carry out the cleaning service competently and safely, using appropriate materials and equipment for the task agreed. However, cleaning can involve interacting with delicate, aged, porous, or previously damaged surfaces. You should inform us of any special care requirements, pre-existing defects, or materials that may be affected by standard cleaning methods. Unless we are told otherwise, we may assume that the property can be cleaned using normal domestic or commercial techniques.

We are not liable for loss or damage caused by your failure to provide accurate information, secure valuables, or identify fragile items, hidden defects, or unsuitable surfaces. We are also not responsible for ordinary wear and tear, pre-existing staining, discolouration, deterioration, or the consequences of manufacturer defects. If you ask us to move items, operate appliances, or clean areas that are particularly delicate, you do so at your own risk unless we have expressly agreed to accept additional responsibility in writing. We will not be responsible for any consequential loss, loss of profit, or business interruption except where such exclusion is not permitted by law.

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 we are found liable for loss or damage arising from our service, our total liability will, to the maximum extent permitted by law, be limited to the amount paid or payable for the specific cleaning service giving rise to the claim. You must notify us of any alleged damage or issue as soon as reasonably possible, and in any event within 48 hours of completion of the relevant appointment.

Waste regulations and disposal form an important part of responsible cleaning practice. Our cleaners may remove ordinary waste generated during the service, such as packaging, dust, debris, or disposable cleaning materials, only where this is included in the agreed scope. We do not collect, transport, or dispose of hazardous waste unless expressly agreed in advance and only where such handling is lawful, safe, and appropriately arranged. Hazardous waste may include chemicals, needles, biological material, asbestos, clinical waste, and other controlled substances.

You are responsible for ensuring that waste requiring special treatment is identified before the appointment and that any necessary arrangements for lawful disposal are in place. If we discover materials that fall under waste control or environmental regulations, we may stop work in the affected area and request further instructions. We will not knowingly breach the Environmental Protection Act 1990, the Waste (England and Wales) Regulations 2011, or any other applicable legislation. If disposal of certain waste would require specialist licensing, documentation, or collection arrangements, those obligations remain your responsibility unless we have expressly agreed otherwise in writing.

Any items removed from the premises during cleaning remain your property unless we are clearly instructed in advance that they should be discarded and such disposal is lawful. We may refuse to remove items that appear to be hazardous, contaminated, or capable of causing harm. Where we are asked to bag or separate waste, you acknowledge that final disposal may need to be carried out by an appropriate waste contractor or local authority service. You must not ask our staff to transport waste in a way that would breach road transport rules, environmental regulations, or safety requirements.

Access, property conditions, and customer obligations are essential to the smooth performance of the service. You must ensure that the property is reasonably accessible, that electricity and water are available where needed, and that any pets are secured if their presence could interfere with the work or create safety concerns. If the premises contain alarms, security systems, or specific entry procedures, you must explain them clearly. We are entitled to rely on your instructions and are not responsible for failures caused by incorrect access details or unsafe property conditions.

You must remove or secure cash, jewellery, confidential documents, and other valuables before the appointment begins. Although our team will act carefully and professionally, they are not security guards or inventory managers. If you ask us to move furniture, appliances, or other heavy objects, we may refuse if doing so could cause damage or injury. Where we agree to move items, you accept that minor marks, scuffs, or movement-related effects can occur, especially with older or unstable furniture. We will take reasonable care, but any inherent risk remains with the customer unless we have agreed otherwise.

For recurring services, you must notify us of changes to occupancy, layout, cleaning frequency, or household circumstances that may affect the agreed service. Failure to do so may mean that additional time is needed, or that certain tasks cannot be completed within the scheduled slot. If the property is excessively cluttered, unsanitary, infested, or unsafe, we may restrict the service to what can be performed safely and lawfully. In some cases, we may choose to postpone the appointment until conditions are improved.

Complaints, amendments, and force majeure are addressed in a practical way. If you are dissatisfied with any aspect of the cleaning service, you should notify us promptly and describe the issue clearly so that we can investigate. We may offer a re-clean, correction, or another reasonable remedy where appropriate, provided the complaint is raised within a reasonable period. We are not obliged to provide a remedy where the complaint arises from inaccurate instructions, inaccessible areas, or conditions outside our control. Any amended service terms should be confirmed in writing.

We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or operational requirements. The version in force at the time of booking will normally apply to that booking, unless a later variation is agreed by both parties. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in exercising a right will operate as a waiver of that right.

Governing law and jurisdiction are straightforward. These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the service, the booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. By using Tufnellpark Cleaner, you confirm that you have read, understood, and accepted these terms as part of the service agreement.