Ilford Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Ilford Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, requesting a quotation, or allowing a cleaner to start work, the customer agrees to be bound by these terms. Please read them carefully before confirming any service. In these terms, references to “we”, “us”, and “our” mean the cleaning service provider operating under the Ilford Cleaner name, and references to “you” and “your” mean the customer, client, or person placing the booking.

These terms apply to one-off cleans, recurring cleaning arrangements, specialist cleaning services, and any related add-ons agreed in writing before the service begins. They are intended to create clarity about the booking process, payment obligations, cancellation rights, access to premises, limitations of liability, and the handling of waste. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply in full.

1. Booking Process

To arrange a service with Ilford Cleaner, you must provide accurate details about the property, the type of cleaning required, the preferred date and time, and any special instructions that may affect the work. All bookings are subject to availability and are not confirmed until accepted by us, either verbally, by email, or through another written method. We may ask for additional information before confirming a booking if we consider it necessary to assess the scope of work or to ensure the correct equipment and staffing are available.

Any quotation given before an inspection is based on the information you provide and may change if the actual condition of the property or the work required differs from the description supplied. If the service is time-based, we will use reasonable efforts to complete the agreed tasks within the booked period, but the final outcome may depend on the condition of the premises, access, and any limitations identified on arrival. We reserve the right to decline or amend a booking if the requested work is unsafe, unlawful, or outside the normal scope of our service.

You must ensure that someone authorised to grant access is present at the start of the appointment or that suitable access arrangements have been agreed in advance. If we are unable to gain access, the visit may be treated as a late cancellation or a wasted journey, and charges may still apply. You are responsible for ensuring that the property is prepared for cleaning to the extent reasonably necessary, including moving fragile items, securing valuables, and notifying us of any areas that require special care.

2. Service Standards and Customer Responsibilities

We will provide the service with reasonable care and skill, using methods and products that are appropriate to the task unless you request otherwise and we agree in advance. While we aim to deliver a high standard of cleanliness, the outcome may vary depending on age, wear, staining, surface condition, and the time available. For safety and quality reasons, we may refuse to use products or equipment supplied by the customer if we believe they are unsuitable or may damage surfaces.

You agree to disclose any known hazards before the service begins, including but not limited to broken fittings, exposed wiring, water leaks, mould, pest activity, bodily fluids, sharps, or hazardous chemicals. If such issues are discovered during the visit, we may pause or stop work until the matter is resolved. Any additional time spent dealing with unexpected conditions may be charged at our applicable rate if the work continues with your approval. Where a property contains delicate, antique, or high-value items, you should inform us beforehand so we can determine whether additional precautions are required or whether the task is suitable for our service.

We are not responsible for cleaning items, areas, or surfaces that you have not reasonably disclosed when making the booking if that omission affects the quality or timing of the work. If you ask for tasks that fall outside the original scope during the appointment, we may accept them at our discretion, subject to extra charges and availability. Any refusal to carry out additional tasks will not amount to a breach of contract.

3. Payments, Charges, and Invoices

Prices may be provided as a fixed fee, hourly rate, or quote based on the expected scope of work. Unless stated otherwise, all prices are in pounds sterling and may be subject to VAT where applicable. Payment terms will be confirmed at the time of booking or on the invoice. We may require a deposit, pre-authorisation, or full advance payment for certain services, particularly where materials are required, the appointment is lengthy, or the booking is made at short notice.

Payment must be made by the method agreed with us and within the timeframe stated on the invoice or booking confirmation. If payment is not received on time, we reserve the right to charge reasonable interest and recovery costs where permitted by law. You may not withhold payment for completed work unless you have a genuine dispute notified to us promptly and in good faith. Any part-payment accepted by us will not be taken as a waiver of the balance due.

If a visit extends beyond the booked duration because of the condition of the property, missing information, or additional work authorised by you, further charges may apply. We will make reasonable efforts to notify you before incurring extra costs, but where this is not possible due to the nature of the task, you agree to pay for the additional time or materials required. Discounts, promotional rates, or package pricing may be withdrawn if the booking details change materially.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us notice in accordance with the cancellation period communicated at the time of booking. If no specific notice period is stated, a reasonable period should be provided. Where notice is too short to reallocate staff or avoid costs, cancellation charges may apply. This includes situations where you are not present, fail to provide access, or ask us to leave before the service can reasonably begin.

If we need to cancel or reschedule due to illness, transport disruption, adverse weather, safety concerns, or other matters beyond our control, we will aim to offer an alternative appointment. We are not liable for indirect loss arising from such changes, though any prepaid amounts for work not carried out will be refunded or credited where appropriate. We may also reschedule if the premises are unsuitable for work, if equipment cannot be used safely, or if the booking details prove materially inaccurate.

Late cancellations, same-day cancellations, missed appointments, and refusals of access may be charged at up to the full price of the booked service where we have reserved time and resources for your appointment. This is intended to cover staff allocation, travel, and administrative costs. If you repeatedly cancel or fail to attend, we may require full prepayment for future bookings or refuse further services.

5. Liability and Limitations

We will take reasonable care when carrying out cleaning work, but we cannot guarantee that every stain, mark, odour, or embedded residue will be fully removed. Some materials and finishes are delicate or permanently affected by age, wear, prior damage, or unsuitable previous treatment. We are not liable for failure to achieve a perfect result where the limitation arises from the condition of the surface or from instructions provided by you.

Our liability for direct loss or damage caused by our negligence or breach of contract is limited, to the extent permitted by law, to the lower of the price paid for the specific service or the cost of repairing the relevant damage. 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 legally be limited under UK law. We do not accept responsibility for loss of profit, business interruption, loss of opportunity, or indirect or consequential loss.

We are not responsible for damage caused by defects in the property, hidden faults, insecure fixtures, unsuitable cleaning products supplied by you, or any item that was already weakened, unstable, or improperly installed. If you believe damage has occurred, you must notify us as soon as reasonably possible and provide reasonable evidence. You must allow us a fair opportunity to inspect the issue before repair or replacement costs are incurred, unless urgent action is needed to prevent further loss.

6. Waste Regulations and Disposal

Any waste removed as part of a cleaning service will be handled in accordance with applicable UK waste legislation and environmental requirements. Unless we agree otherwise, we will only remove ordinary cleaning waste, such as packaging, disposable cloths, or debris created during the service. We do not remove controlled, clinical, hazardous, or regulated waste unless expressly agreed in advance and handled under lawful arrangements.

You are responsible for declaring any waste that may be hazardous, contaminated, or subject to special handling. This includes substances or materials that could present a risk to health, safety, or the environment. If such waste is discovered unexpectedly, we may stop work and seek instructions. Where the lawful disposal of waste requires additional charges, specialist containers, licensed carriers, or separate collection arrangements, those costs may be passed on to you.

You must not ask us to dispose of waste in a manner that would breach environmental rules, duty of care obligations, or local authority requirements. We will only carry out disposal activities that we reasonably believe to be lawful and safe. If a task would involve the handling of prohibited waste, we may refuse the work without liability. You remain responsible for any waste left at the property unless we have expressly agreed to remove it.

7. Access, Property Conditions, and Third Parties

You are responsible for ensuring safe access to the premises, including any parking or entry arrangements that may be needed for the service. We are entitled to assume that access routes are safe and that the property is fit for cleaning unless you tell us otherwise. If cleaners are asked to work around tenants, guests, contractors, pets, or other third parties, you must ensure their presence does not interfere with the work or create an unreasonable risk.

We may suspend work if access becomes unsafe or if the condition of the property changes in a way that makes the service impractical or hazardous. If we have to leave due to a safety concern, you may still be charged for time spent and costs incurred up to that point. Any keys, codes, or entry devices entrusted to us will be handled with reasonable care, but you remain responsible for ensuring that any access arrangement is appropriate and secure.

8. Complaints, Remedies, and Repeat Visits

If you are dissatisfied with any aspect of the service, you should notify us within a reasonable period after completion and provide details of the issue. We may offer a return visit, partial refund, or other reasonable remedy depending on the circumstances. Any remedy will be assessed based on the original scope of work, the condition of the property, and whether you have allowed us a fair opportunity to inspect and address the concern.

Where a complaint relates to a missed task, you must point out the issue before the team leaves the property whenever possible, as this may allow immediate correction. We are not obliged to provide a remedy where the complaint concerns an expected limitation, a pre-existing defect, or a result that could not reasonably be achieved due to the condition of the premises. Any repeat visit offered by us is provided without admission of liability except where required by law.

9. Data, Changes, and General Terms

We may store and use the personal and service-related information you provide for the purpose of managing the booking, delivering the service, handling invoices, and meeting our legal obligations. We may update these terms from time to time, and the version in force at the time of booking will apply to that service unless a change is required by law. No variation to these terms will be effective unless agreed by us in writing.

If we choose not to enforce any part of these terms on one occasion, that will not prevent us from enforcing it later. These terms are for the benefit of the parties to the contract and are not intended to confer rights on any third party unless required by statute. You may not assign your rights under the contract without our written consent. We may assign or subcontract part of the service where reasonably necessary, provided the service standard is maintained.

Nothing in these terms affects your statutory rights as a consumer under UK law. If a court or authority determines that part of these terms is invalid or unenforceable, the rest will remain effective. Any headings are included for convenience only and do not affect interpretation. These terms should be read alongside any written quotation, booking confirmation, or agreed service notes, which together form the contract for the relevant service.

10. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the services, these terms, or the relationship between the parties will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. By proceeding with a booking, you confirm that you have read, understood, and accepted these terms in relation to the services provided by Ilford Cleaner.

End of Terms and Conditions.