Kentish Town Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Kentish Town Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, you agree to the terms below, which are designed to explain how our cleaning services are arranged, delivered, paid for, amended, and cancelled. They also cover practical matters such as access, supplies, liability, waste handling, and the legal framework that applies to our work.

These terms apply to all standard and specialist appointments arranged under the Kentish Town Cleaner service name, whether the booking is one-off, recurring, or part of a custom service agreement. They are intended to be read alongside any written quotation, booking confirmation, or service specification that we provide before attendance. If there is any inconsistency, the written booking details will normally take priority for that specific job.

We aim to keep the booking process straightforward and transparent. However, because every property and cleaning requirement is different, the scope of work, duration, and pricing may vary depending on size, condition, access, and any special instructions you provide. The terms below explain how those details are confirmed and what is expected from both parties so that each cleaning appointment can proceed smoothly.

1. Booking Process

Bookings may be made by telephone, email, online form, or any other method we make available from time to time. A booking is not confirmed until we have accepted it and issued confirmation, which may include the date, estimated duration, service type, and any agreed price. We may request additional information before acceptance, including the number of rooms, expected cleaning level, parking or access restrictions, and whether any hazardous or fragile areas require special attention.

When you book a house cleaning service or another type of visit, you must provide accurate and complete information. This includes any relevant property details, known stains, pet considerations, security instructions, and the availability of utilities such as water and electricity where needed for the service. If the information provided is inaccurate or incomplete, we may need to revise the quotation, shorten the service, or reschedule the appointment.

We reserve the right to decline or cancel a booking before the visit if the requested work falls outside our service scope, if the property conditions are unsafe, if access cannot be reasonably arranged, or if the appointment would require specialist equipment or materials not agreed in advance. For recurring cleaning appointments, each visit is treated as a separate service event unless we expressly state otherwise in writing.

2. Service Scope and Access

Our services are limited to the tasks described in the booking confirmation or quotation. Unless specifically agreed, we do not move heavy furniture, clean inside sealed units, perform electrical or plumbing work, handle biohazardous materials, or carry out work that requires specialist restoration or trade certification. Where you request additional tasks during the visit, we may agree to them if time and resources permit, and any extra charge will be discussed before the work is carried out.

You must ensure that we have safe and reasonable access to the property at the agreed time. This includes access arrangements, keys, codes, parking permissions where relevant, and the presence of any occupier or nominated contact who can provide entry. If access is delayed or impossible through no fault of ours, we may charge for wasted attendance time and may treat the appointment as cancelled in accordance with the cancellation terms below.

If the property contains items of special value, delicate surfaces, or restricted areas, you should inform us before the visit begins. While our Kentish Town cleaners will use reasonable care, we cannot be expected to identify hidden defects, unstable fixtures, pre-existing damage, or concealed contamination unless you have told us about them in advance. We may refuse to clean an area if we believe doing so would create an unreasonable risk.

3. Payments and Charges

All prices are stated in pounds sterling unless we agree otherwise. Charges may be based on an hourly rate, fixed quote, minimum call-out, or a combination of these depending on the nature of the work. Any estimate is given in good faith based on the information available at the time, but it is not a guarantee unless we have expressly agreed a fixed price in writing.

Payment is due in accordance with the terms shown in the booking confirmation, invoice, or service agreement. In many cases, payment must be made on completion of the service, although some larger or recurring bookings may require part-payment, advance payment, or monthly invoicing. We may accept bank transfer, card payment, or another method notified to you from time to time. If payment is not received by the due date, we may suspend further services, charge reasonable recovery costs, and charge interest where permitted by law.

Kentish Town Cleaners may adjust the final price if the actual service differs materially from what was originally agreed, including where the property is substantially more difficult to clean, where additional rooms or tasks are requested, or where the time required is greater because of poor condition or insufficient preparation. Any material change will normally be explained before extra charges are incurred. Discounts, vouchers, or promotional rates, if offered, are subject to the conditions stated at the time of issue and may be withdrawn without notice for future bookings.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is stated at the time of booking, cancellations or changes made less than 24 hours before the scheduled start time may be charged in full or in part, especially where staff, materials, or transport have already been allocated. For larger projects or specialist cleaning services, longer notice may apply and will be set out in the quotation or agreement.

If we need to cancel or reschedule, we will try to give you as much notice as reasonably possible and offer an alternative appointment. We will not be liable for any indirect loss caused by a necessary reschedule, but where we cancel and no suitable alternative is available, you will not be charged for the cancelled visit. We may also cancel if circumstances beyond our control affect service delivery, including severe weather, staff illness, transport disruption, or other events that make attendance impractical or unsafe.

If no one is available to provide access at the scheduled time, or if the property is not ready for the service to begin, the appointment may be treated as a late cancellation or missed appointment. In such cases, we may charge the full fee or a reasonable proportion of it, depending on the time lost and the costs already incurred. Repeated missed appointments or repeated short-notice changes may result in refusal of future bookings.

5. Liability and Limitations

We will provide our services with reasonable skill and care, in line with applicable UK consumer and service standards. If we cause proven damage directly through negligence, we may at our discretion repair the damage, arrange suitable replacement, or provide compensation up to the reasonable value of the affected item or service element. You must notify us promptly of any alleged damage and allow us a reasonable opportunity to inspect the issue before any third-party repair or replacement is arranged.

We are not responsible for pre-existing wear, hidden defects, loose fittings, fragile materials, defective goods, or damage caused by poor condition rather than by our actions. We also do not accept liability for items that were not disclosed as fragile, valuable, or sensitive. To the extent permitted by law, we will not be liable for any indirect or consequential loss, loss of profit, business interruption, emotional distress, or loss arising from information not provided by you in advance.

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. Any limitation of liability in these terms applies only to the maximum extent permitted by law. Where property access is arranged by means of keys, codes, or instructions supplied by you, you remain responsible for ensuring that the access arrangements are lawful and correctly provided.

6. Waste Regulations and Disposal

As part of our cleaning services, we may collect and remove routine waste generated during the visit, such as packaging, vacuumed debris, disposable cloths, or general rubbish that is expressly included within the agreed scope. However, we will only remove or handle waste in accordance with applicable waste regulations and the limits of our service agreement. We do not act as a licensed waste carrier unless specifically stated, and we do not remove items that require specialist collection or lawful disposal arrangements.

You are responsible for informing us in advance about any waste that may be hazardous, clinical, contaminated, sharp, chemical, asbestos-related, or otherwise regulated. Such materials must not be left for ordinary cleaning staff to handle unless we have specifically agreed in writing and have the correct procedures and permissions in place. If we reasonably believe that waste presents a health, safety, or legal risk, we may refuse to touch it, isolate the area if possible, and stop work until the issue is resolved.

Any waste we are authorised to remove will be managed in a lawful and environmentally responsible way, which may include separating general rubbish from recyclables where practical. You remain responsible for ensuring that any waste generated before our arrival is stored and presented in compliance with local rules and building requirements. If our team is asked to dispose of prohibited materials, we may decline the request and may charge for the time spent identifying or segregating such items.

7. Customer Responsibilities

You must ensure that the property is reasonably prepared for the agreed service. This includes securing pets if necessary, removing money and personal documents from exposed areas, and informing us about alarms, entry procedures, or any items that should not be touched. While we take care during every Kentish Town Cleaner visit, our work is made more effective when the property is accessible and the cleaning priorities are clearly stated.

You are also responsible for telling us about any health or safety concerns that may affect attendance, including infestations, mould, exposed wiring, broken glass, or contamination. If we discover an unexpected hazard during the visit, we may pause or stop the service until the issue is addressed. In some circumstances, the appointment may need to be rescheduled and an additional charge may apply if time has already been used.

8. Governing Law and General Terms

These Terms and Conditions are governed by the law of England and Wales. Any dispute arising from or connected with the services will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force.

We may update these terms from time to time to reflect changes in our service, pricing structure, or legal obligations. The version in force at the time of your booking will normally apply to that booking, unless a later change is required by law. By confirming an appointment with Kentish Town Cleaners, you acknowledge that you have read, understood, and agreed to these terms as part of the service arrangement.

These conditions are intended to provide a fair and practical framework for the delivery of cleaning services in the UK. They protect both the customer and the provider by setting clear expectations around booking, payment, cancellations, responsibility, and lawful waste handling, while supporting a professional and reliable service experience.