Cleaners N4 Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Cleaners N4. They are designed to make the booking process clear, explain how payments are handled, and outline the responsibilities of both the client and the service provider. By making a booking, the client confirms acceptance of these terms and agrees that the cleaning service will be delivered in accordance with the scope, schedule, and conditions agreed at the time of order.

These terms apply to domestic and commercial cleaning appointments unless otherwise agreed in writing. They should be read carefully before any service is confirmed. Where a client requests specialist tasks, such as deep cleaning, end of tenancy cleaning, oven cleaning, or similar services, the same general conditions apply unless the specific service requires additional terms. The aim is to ensure a transparent and reliable service arrangement from start to finish.

Nothing in these Terms and Conditions affects any rights that cannot legally be excluded under UK consumer law. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply. The agreement between the parties is based on clear communication, reasonable expectations, and professional standards throughout the entire cleaning appointment.

Booking Process

Bookings may be requested by telephone, email, online form, or any other method made available at the time. A booking is not considered confirmed until the client receives acceptance of the appointment details. The confirmation may include the date, start time, estimated duration, service type, address, and any special instructions relevant to the job.

When a booking is made, the client must provide accurate information about the property, access arrangements, parking restrictions, surface types, and any hazards that may affect the work. This includes, where relevant, information about pets, alarm systems, fragile items, or areas that are unsuitable for cleaning. The cleaners rely on this information to plan the service safely and effectively.

It is the client’s responsibility to ensure that the service booked matches the condition and size of the property. If the premises differ materially from the description provided, the cleaners may revise the price, adjust the duration, or refuse part of the work if the original booking would not allow proper completion. Any change may be communicated before work begins or as soon as reasonably possible during the appointment.

Appointments are offered subject to availability, and the service provider may need to reschedule in rare circumstances due to staff illness, operational issues, or events beyond reasonable control. In such cases, a new appointment will be offered where possible. The company will make reasonable efforts to minimise disruption, but it does not guarantee availability at a specific time unless expressly agreed.

Payments and Charges

Prices are generally based on the type of cleaning requested, the estimated duration, the size of the property, and any specialist requirements. The final charge may vary if the actual work differs from the original description or if the property condition requires additional time or materials. Any estimated quote is provided in good faith, but it is not a fixed price unless stated clearly as such.

Payment terms will be confirmed at the time of booking or before the appointment begins. In many cases, payment is due on completion of the service, although advance payment or a deposit may be requested for certain appointments, especially larger jobs or recurring contracts. Accepted payment methods may include bank transfer, card payment, or other methods agreed in advance.

The client must pay all sums due in full and on time. If payment is not received by the agreed deadline, the service provider may charge reasonable recovery costs and suspend future bookings until the outstanding balance is settled. Any dispute about an invoice should be raised promptly and in good faith, with clear reasons and supporting information where available.

Late Payments, Additional Work and Supplies

Where the client requests work outside the original booking, including extra rooms, additional stain treatment, or more intensive labour than anticipated, the price may be adjusted accordingly. The client will normally be informed before any material change is made. If no agreement is reached, the cleaners may complete only the original scope of work where that can be done safely and properly within the booked time.

Unless otherwise stated, the service price includes standard labour and ordinary cleaning materials. Specialist products, heavy-duty equipment, or environmentally specific supplies may carry an additional charge if required for the job. The service provider will aim to use suitable products for the surfaces and materials involved, but cannot guarantee the removal of every stain, mark, or odour, especially where damage is old, concealed, or permanent.

Any promotional offer, discount, or package price is valid only for the period and conditions stated. Offers may be withdrawn or changed without notice before a booking is confirmed. Where a recurring cleaning service is arranged, any price adjustment will be notified in advance where reasonably practicable and may reflect inflation, operational changes, or a change in the scope of work.

Cancellations, Changes and Access

The client may cancel or amend a booking by giving reasonable notice. Cancellations made within the notice period specified at booking may not incur a charge, but late cancellations or same-day cancellations may be subject to a fee to cover lost time, travel, and staffing costs. If the cleaners arrive and cannot gain access, or if the property is not ready for the appointment, a missed appointment charge may apply.

If the client needs to rearrange the date or alter the service scope, the request should be made as early as possible. Rescheduling is subject to availability and may involve a revised price or time allocation. The service provider will try to accommodate reasonable changes, but cannot guarantee that a preferred alternative slot will always be available.

The client must ensure that access is available at the agreed time. This includes providing keys, codes, entry instructions, or an authorised person to admit the cleaners. Where access is delayed or impossible, any waiting time may be chargeable. If the service cannot be performed because access was not provided, the booking may still be treated as a cancellation.

Liability and Service Standards

The cleaners will carry out their work with reasonable skill and care, using appropriate methods and equipment for the task. However, the client acknowledges that cleaning is a service involving variable conditions, and not every result can be guaranteed. Outcomes may depend on material age, pre-existing damage, wear and tear, or the nature of contamination present at the property.

The service provider is not liable for indirect or consequential losses, loss of business, missed profits, or any damage that was not reasonably foreseeable at the time of booking. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law.

Clients should remove or secure valuable, fragile, or sentimental items before the cleaners arrive. While care is taken during every appointment, the service provider cannot accept responsibility for items left in unsafe positions, hidden hazards, or defects that were not made known in advance. The client should notify the cleaners of any special concerns before work begins.

If damage is alleged, the client must report it as soon as reasonably possible and provide sufficient detail to allow an investigation. This may include photographs, a description of the item, and information about the circumstances of the incident. The service provider may inspect the area and, where appropriate, arrange repair, replacement, or compensation up to the value of the proven loss, subject to applicable law and insurance terms.

Waste Regulations and Property Rules

The disposal of waste generated during a cleaning appointment must comply with applicable UK waste regulations. Cleaners will not remove hazardous waste, clinical waste, sharp objects, asbestos, chemicals requiring specialist disposal, or any material that cannot lawfully be handled as part of a standard cleaning service. If such items are discovered, the cleaners may suspend work in that area and advise the client to arrange proper removal through an authorised service.

Ordinary household waste, dust, packaging, and similar non-hazardous materials may be collected only where this is included in the agreed service and can be done safely. The client remains responsible for the lawful storage, segregation, and disposal of waste that falls outside the normal scope of cleaning. The service provider will not knowingly breach environmental or waste-handling obligations.

The client must ensure that the property is safe to clean. This includes alerting the cleaners to broken glass, exposed wiring, unstable flooring, mould, infestation, or any other condition that could create risk. If the cleaners consider that a task is unsafe or unlawful, they may refuse to proceed with that element of the service without liability for any resulting delay or incomplete work.

Complaints, Suspension and Termination

If a client is dissatisfied with any aspect of the service, the concern should be raised promptly so that it can be assessed and, where appropriate, remedied. The service provider may request access to the property or relevant area to inspect the issue. Reasonable opportunities to correct a problem may be offered before any claim is pursued further.

The service provider may suspend or terminate a booking or ongoing arrangement if the client behaves abusively, refuses to provide safe access, repeatedly fails to pay, or requests work that would be unlawful or unsafe. Termination does not remove the client’s obligation to pay for services already delivered or reasonable charges already incurred.

In the event of force majeure, including severe weather, transport disruption, fire, flood, industrial action, or other events outside reasonable control, either party may be unable to perform obligations on time. The service provider will act reasonably in seeking an alternative arrangement, but will not be liable for delay or non-performance caused by such events.

Governing Law

These Terms and Conditions, and any non-contractual obligations arising from them, are governed by the laws of England and Wales. Any dispute relating to the agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law requires otherwise.

The parties agree that the contract is formed in the United Kingdom and is intended to be interpreted consistently with applicable UK legislation, including consumer protection, fair trading, and payment rules where relevant. Headings are included for convenience only and do not affect interpretation.

By continuing with a booking, the client confirms that they have read, understood, and agreed to these terms. These conditions are intended to support a professional, fair, and reliable cleaning service while setting clear expectations for both sides.