Terms And Conditions

Ilford Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Ilford Cleaner provides domestic and commercial cleaning services within its operating area in the United Kingdom. By making a booking, accepting a quotation, or allowing our cleaners access to your premises, you agree to be bound by these Terms and Conditions.

These Terms and Conditions apply to all services provided by Ilford Cleaner, unless a separate written agreement states otherwise.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Client means the person, firm or company booking cleaning or related services with Ilford Cleaner.

Company means Ilford Cleaner, the provider of cleaning services.

Services means the cleaning or associated services supplied by the Company to the Client, including but not limited to regular cleaning, one off cleaning, end of tenancy cleaning, deep cleaning, and related tasks agreed in advance.

Premises means the property or properties where the Services are to be carried out.

Cleaner means any employee, worker, contractor or representative engaged by the Company to deliver the Services.

2. Scope of Services

The Company will provide the Services as agreed at the time of booking. The description of the Services, including the frequency, duration, and general tasks to be carried out, will be confirmed during the booking process.

The Services are limited to general cleaning and related tasks and do not include specialist trade services, pest control, structural work, or any activity requiring a specific licence or professional qualification, unless expressly agreed in writing.

The Company reserves the right to decline any work that it considers to be unsafe, unsuitable, or beyond the agreed scope of the Services.

3. Booking Process

All bookings must be made directly with the Company. The Client is responsible for providing accurate and complete information about the Premises, the required Services, and any access restrictions.

At the time of booking, the Company will provide an estimated price based on the information supplied by the Client. This estimate may be adjusted if, upon arrival, the Cleaner finds that the Premises or the required work differs substantially from the description given.

Bookings are subject to availability. The Company does not guarantee that specific dates, times, or particular Cleaners will always be available. The Company may substitute Cleaners when necessary.

The Client must ensure that a responsible adult is authorised to grant access to the Premises at the agreed time, or that suitable arrangements for keys and access codes are in place.

4. Access and Health and Safety

The Client must provide safe access to the Premises at the agreed time. If the Cleaner is unable to gain access or considers the environment unsafe, the Company may treat the visit as a late cancellation and apply the relevant charge.

The Client must inform the Company of any health and safety risks at the Premises, including but not limited to hazardous materials, unsafe structures, or the presence of aggressive animals. The Company may refuse to carry out work where it reasonably considers there to be a risk to health or safety.

Clients are requested to secure valuables and confidential documents before the Cleaner attends the Premises. The Company accepts no responsibility for any loss arising from the Client’s failure to do so.

5. Prices and Payments

The Company will inform the Client of the applicable rates for the Services at the time of booking. Rates may be on an hourly basis, a fixed price for a defined service, or another structure agreed between the parties.

All prices are given in pounds sterling. Where applicable, taxes or statutory charges will be clearly stated in the pricing information provided to the Client.

Payment is due in accordance with the payment terms communicated at the time of booking. Unless otherwise agreed, payment is due on the day of service completion. For regular services, payment terms may be weekly, fortnightly or monthly as notified to the Client.

The Company may require a deposit for certain services, such as large one off cleans or end of tenancy cleans. Deposits are non refundable if the Client cancels within the applicable cancellation period set out in these Terms and Conditions.

If payment is not received by the due date, the Company reserves the right to suspend Services and to charge reasonable late payment fees or interest in accordance with applicable UK law.

6. Cancellations and Rescheduling

The Client may cancel or reschedule a booking by contacting the Company in advance. The following cancellation terms apply, unless a different agreement is confirmed in writing:

For regular cleaning services, at least 24 hours notice before the scheduled start time is required to avoid a cancellation fee. If less than 24 hours notice is given, the Company may charge up to 50 percent of the estimated service cost.

For one off, deep cleaning or end of tenancy services, at least 48 hours notice before the scheduled start time is required to avoid a cancellation fee. If less than 48 hours notice is given, the Company may retain the deposit or charge up to 50 percent of the estimated service cost.

If the Cleaner arrives at the Premises and is unable to gain access, or the Client denies access without prior cancellation, the visit may be treated as a late cancellation and charged at up to 100 percent of the estimated cost.

The Company may cancel or reschedule a booking due to circumstances beyond its reasonable control, including but not limited to illness, transport disruption, severe weather, or operational issues. In such cases, the Company will offer an alternative appointment and will not be liable for any consequential loss suffered by the Client.

7. Changes to Services

If the Client wishes to amend the scope, duration, or frequency of the Services, the Client must inform the Company in advance. The Company will decide whether to accept the change and may adjust the price accordingly.

Any significant changes to the Premises, such as renovations or changes in occupancy, must be disclosed to the Company prior to the next scheduled visit. Additional charges may apply if extra work is required as a result.

8. Client Responsibilities

The Client must provide access to running water, electricity, and reasonable lighting while the Services are being carried out. If such facilities are not available, the Company may not be able to perform the Services fully and may treat the visit as a late cancellation.

The Client must ensure that the Premises are generally tidy and free of excessive clutter to enable effective cleaning. The Services do not include the sorting or disposal of large volumes of personal property unless explicitly agreed.

The Client is responsible for securing or removing any items of high value, sentimental value, or particular fragility before the Cleaner attends. The Company will exercise reasonable care but will not be responsible for items left in precarious positions or inherently fragile items that have not been identified.

9. Cleaning Products and Equipment

Unless agreed otherwise, the Company will supply suitable cleaning products and equipment for the Services. The Client may request the use of their own products or equipment, but the Company will not be liable for any damage or reduced cleaning performance resulting from their use.

The Company aims to use products that are appropriate for common surfaces. The Client must inform the Company of any surfaces or materials that require special treatment. The Company is not liable for damage where the Client has failed to provide accurate information about surface types or special care requirements.

10. Waste Regulations and Disposal

The Company will dispose of general household waste generated during the normal course of cleaning by placing it in the Client’s designated waste and recycling containers at the Premises.

The Company will not remove waste from the Premises for offsite disposal unless specifically agreed and permitted under applicable waste regulations. The Company is not licensed to transport or dispose of controlled, hazardous, clinical or industrial waste.

The Client is responsible for ensuring that waste left at the Premises is collected by the appropriate local authority or authorised waste carrier. The Company will not be liable for any fines, penalties or charges arising from incorrect or unlawful disposal where the Client has instructed the method or failed to provide suitable waste facilities.

11. Liability and Insurance

The Company will exercise reasonable skill and care in the provision of the Services. The Company maintains appropriate insurance cover to meet its legal liabilities in respect of the Services.

If damage to the Client’s property occurs and the Client believes the Company or its Cleaner is responsible, the Client must report the issue to the Company as soon as reasonably practicable, and in any event within 48 hours of the relevant service visit. The Client should provide details and, where possible, photographs of the damage.

The Company’s liability for any loss or damage arising from the provision of the Services shall, to the fullest extent permitted by law, be limited to the lesser of the cost of repairing the damage or the direct cost of the affected service visit. The Company will not be liable for consequential losses, loss of profit, loss of opportunity, or indirect losses of any kind.

The Company will not be liable for normal wear and tear, pre existing damage, hidden defects, discolouration, or damage caused by the use of products on surfaces where the Client has failed to advise of special requirements.

Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

12. Complaints and Service Quality

The Company aims to provide a consistently high standard of service. If the Client is dissatisfied with any aspect of the Services, the Client should contact the Company within 24 hours of the visit, outlining the issues in detail.

Where a complaint is justified, the Company may offer to re attend the Premises to remedy the issue or propose another reasonable solution. Any re clean must take place within a reasonable timeframe and will typically be limited to the areas originally booked.

13. Privacy and Data Protection

The Company will collect and process personal data about the Client for the purposes of managing bookings, providing the Services, handling payments, and communicating with the Client. The Company will process such data in accordance with applicable UK data protection laws.

The Company will not sell or rent the Client’s personal data to third parties. Data may be shared with service providers engaged to support the provision of the Services, such as payment processors, provided they agree to handle data securely.

14. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations under these Terms and Conditions where such failure or delay results from events beyond its reasonable control. Such events may include natural disasters, extreme weather, transport disruption, strikes, pandemics, government restrictions, or other unforeseen circumstances.

15. Amendments to Terms and Conditions

The Company may update these Terms and Conditions from time to time to reflect changes in the law, operational requirements, or service offerings. The latest version will apply to all new bookings and to ongoing services after reasonable notice has been given to the Client.

16. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

17. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be severed and the remaining provisions shall remain in full force and effect.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall be construed as a waiver of that right or remedy.

These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services, and replace any previous agreements or understandings, whether written or oral, relating to their subject matter.