Terms and Conditions for Edgware Cleaners

These Terms and Conditions set out the basis on which Edgware Cleaners 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 fair and transparent service arrangement. These terms apply to all standard and specialist cleaning services offered by Edgware cleaners, unless a separate written agreement has been made. Please read them carefully before confirming any booking.

In these terms, references to “we”, “us”, and “our” mean Edgware Cleaners, and references to “you” and “your” mean the customer or the person booking the service. The words used in this document are intended to be interpreted in a practical and lawful way, consistent with UK consumer law and common standards for service contracts. If any part of these terms is found to be invalid or unenforceable, the rest will continue to apply.

We may update these terms from time to time to reflect changes in law, service processes, or business operations. The version in force at the time of your booking will normally apply to that booking, unless a change is required by law or affects safety or compliance. It is your responsibility to review the terms before each new booking if you wish to be certain of the conditions applicable at that time.

Booking process

Bookings for Edgware Cleaning Services may be made by agreeing the service details in advance, including the type of cleaning required, the date, time, property access arrangements, and any special instructions. A booking is not confirmed until we have accepted it and, where relevant, received any requested deposit or advance payment. We may refuse or cancel a booking if the requested service is unsuitable, unsafe, or unavailable for operational reasons.

When booking, you must provide accurate and complete information. This includes the property address, service scope, presence of pets, parking restrictions, security requirements, and any known hazards or fragile items. If the information provided is incomplete or incorrect and this affects the service, we may need to adjust the price, amend the schedule, or, in some cases, decline to proceed. We will act reasonably and communicate any material changes as soon as practicable.

Access to the premises must be arranged by you in advance. If our team cannot gain entry at the agreed time, the booking may be treated as a late cancellation or failed attendance. If keys, codes, alarm instructions, or other access details are required, you must ensure they are correct and usable. Any waiting time caused by access problems may be charged at our standard rate, provided this is reasonable and explained to you.

Payments

Unless otherwise agreed in writing, payment is due on completion of the service or in accordance with any invoice terms stated before the booking. We may require full or partial payment in advance for certain services, including larger, specialist, or recurring cleaning services. Prices may be quoted as fixed fees, hourly rates, or estimates. Where an estimate is given, the final charge may vary if the work required differs from what was described or if additional tasks are requested during the visit.

All prices are stated in pounds sterling unless agreed otherwise. If VAT is chargeable, it will be included or added in line with applicable law. Payment must be made using the method agreed at booking or on the invoice. If payment is not received by the due date, we may suspend further services, charge reasonable recovery costs where lawful, and refuse future bookings until outstanding balances are cleared. We reserve the right to correct obvious pricing or invoicing errors.

Any discounts, promotional offers, or package pricing apply only in accordance with their stated conditions. They may be withdrawn, amended, or limited to specific services or periods. Edgware Cleaners is not obliged to apply a discount retrospectively unless this has been expressly promised in writing. If a payment is reversed, failed, or disputed without valid reason, we may treat this as a breach of contract and take reasonable steps to recover the amount due.

Cancellations, rescheduling, and missed appointments

You may cancel or reschedule a booking, but we ask that you provide as much notice as possible. Where notice is given within a reasonable period before the appointment, we will usually try to accommodate a new time. However, late cancellations may incur a charge if we have already reserved staff, equipment, or time specifically for your booking. Any cancellation fees will be fair and proportionate to our actual loss or likely loss.

If you are unable to attend a property where attendance or supervision is necessary, you must notify us promptly. If our team arrives and the service cannot proceed because of access issues, inaccurate instructions, unsafe conditions, or an absent person required to facilitate entry, the visit may be charged in full or in part. This does not affect any statutory rights you may have under consumer law.

We may also need to cancel or reschedule due to staff illness, severe weather, transport disruption, emergency, technical failure, or other circumstances beyond our reasonable control. In such cases, we will take reasonable steps to offer an alternative slot. We will not be responsible for indirect losses caused by a rescheduled appointment, although we will act fairly and keep inconvenience to a minimum where possible.

Liability and service standards

We will provide our services with reasonable care and skill, using suitable products and methods for the task agreed. Our staff may decline to use certain materials or equipment if they believe doing so would be unsafe, unsuitable, or likely to damage surfaces. You must tell us in advance about any delicate materials, special finishes, antiques, or items requiring extra care. We are entitled to rely on the information you provide when assessing how to carry out the work.

Our liability is limited to losses that are a foreseeable result of our breach of contract or failure to exercise reasonable care and skill. We do not exclude liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. However, we are not responsible for pre-existing damage, wear and tear, hidden defects, or damage caused by items that were already unstable, poorly fixed, or not suitable for cleaning.

If you believe damage or loss has occurred during a visit, you must notify us as soon as reasonably possible and, where practicable, before moving or discarding any relevant item. You should provide photographs, a description of the issue, and any other information reasonably requested so that we can investigate. We may inspect the area or item concerned before accepting liability or arranging any remedy. Failure to preserve evidence may affect the outcome of a claim.

Customer responsibilities

You are responsible for ensuring that the premises are reasonably safe for our team to enter and work in. This includes clearing access routes where possible, warning us of hazards, and keeping children and pets safely supervised during the visit. You must also ensure that electrics, water supply, heating, or other services needed for the agreed cleaning can be used safely. If any area is unusually hazardous, you should advise us before the appointment begins.

We may ask you to remove or secure valuables, cash, jewellery, confidential documents, or other items of particular importance before the cleaning begins. Although our staff will act with care and professionalism, we cannot accept responsibility for items left in obvious view or for losses arising from a failure to secure personal property appropriately. Where keys or access devices are left with us, we will take reasonable care but cannot guarantee against all risks beyond our control.

You must also ensure that any instructions you give are lawful and do not require us to breach building rules, tenancy obligations, insurance conditions, or health and safety requirements. If you request a method that we consider inappropriate or unsafe, we may refuse to carry it out and suggest a reasonable alternative. We may pause the service if conditions become unsafe or if cooperation is required to complete the work properly.

Waste regulations and disposal

Any waste created during our services will be handled in a lawful and environmentally responsible manner. Edgware cleaners will not remove, transport, or dispose of controlled waste, hazardous waste, clinical waste, asbestos, chemicals, sharps, or any material requiring a specialist licensed carrier unless this has been expressly agreed in advance and can be carried out legally. Customers must identify any such materials before the booking begins.

Where general waste is removed as part of an agreed cleaning job, it remains your responsibility to ensure that the waste is suitable for ordinary disposal and that the premises permit removal of that waste. We may decline to handle waste if it is excessive, contaminated, compressed, or otherwise unsuitable. Any waste left behind after the visit will normally be placed in an appropriate bag or container for you to dispose of, unless a separate lawful disposal service has been arranged.

We expect all services to comply with applicable UK environmental and waste rules, including the duty not to cause harm or create a nuisance. If any item or substance appears to pose a risk, our team may stop work and seek instructions. We will not be liable for delays caused by lawful refusal to handle dangerous or prohibited waste, and any additional disposal services will only be provided if permitted by law and agreed in writing.

Service limitations and exclusions

Some stains, odours, marks, and ingrained dirt cannot be fully removed, even where all reasonable effort has been made. Results can depend on the age of the surface, the type of material, prior treatment, and the suitability of the products used. We do not guarantee that every mark, stain, or odour will be eliminated, particularly where the underlying damage is permanent. Any description of a likely result should be understood as an honest estimate rather than an absolute guarantee.

We do not provide electrical, plumbing, structural, pest control, mould remediation, or biohazard services unless expressly stated otherwise in writing. If such issues are discovered during cleaning, we may stop work in the affected area and advise that a specialist contractor be engaged. We are not responsible for diagnosing the cause of leaks, damp, mould, or infestation, nor for any damage caused by concealed defects that become apparent during the service.

Any items moved during cleaning will usually be returned to their original position, but we may not be able to restore every item exactly as found, particularly where contents are packed away, fragile, or poorly supported. You are responsible for storing confidential papers and sensitive materials securely. We will handle all personal information encountered during the service in a respectful and confidential manner, but we do not accept responsibility for business records, data loss, or software issues unless we have specifically agreed to provide such protection.

Complaints and remedies

If you are dissatisfied with any aspect of the service, you should notify us promptly so we can investigate and, where appropriate, offer a remedy. Depending on the circumstances, a remedy may include a re-clean, a partial refund, or another fair solution. Any remedy will be assessed in light of the agreed service scope, the nature of the complaint, and whether we were given a reasonable opportunity to inspect or correct the issue. This process does not affect your statutory rights.

Complaints should be made with enough detail to allow us to understand the concern and consider the evidence. We may ask for photos, a description of the issue, and confirmation of when it was noticed. Complaints raised long after the service may be harder to assess fairly, particularly where the condition of the property may have changed. We will handle complaints reasonably and aim to reach a proportionate outcome.

Nothing in these terms limits rights that cannot lawfully be limited under UK law. This includes rights relating to services performed with reasonable care and skill and rights available under consumer legislation. Where a conflict exists between these terms and any mandatory legal rule, the legal rule will prevail. If a court finds any part of a clause unfair or unenforceable, it will be interpreted as far as possible to preserve the rest of the agreement.

Governing law and general terms

These terms and any dispute or claim arising from them are governed by the laws of England and Wales, unless a different legal system is required by mandatory law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction over any dispute, claim, or matter arising in connection with these services, subject to any consumer rights that cannot be waived.

Any delay or failure to enforce a right under these terms does not mean that right has been waived. A waiver will only be effective if confirmed in writing. We may assign or transfer our rights and obligations under these terms where lawful, but this will not reduce the level of service promised to you. You may not transfer your rights or obligations without our written consent.

Edgware Cleaners provides services on the basis that these terms form the entire agreement between the parties in relation to the booking, unless a separate written contract states otherwise. By confirming a booking, you acknowledge that you have read, understood, and accepted these terms and conditions. We aim to deliver a reliable, lawful, and professional service in accordance with these terms and applicable UK law.