Terms and Conditions for Cleaner Maidavale

These terms and conditions set out the basis on which Cleaner Maidavale provides domestic and related cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing a cleaner to carry out work, the customer agrees to be bound by these terms. Please read them carefully before using any cleaning service arranged through Cleaner Maidavale. These conditions are intended to be fair, clear, and consistent with applicable UK consumer law.

In these terms, “we”, “us”, and “our” refer to Cleaner Maidavale, and “you” or “the customer” refers to the person requesting services. These conditions apply to all standard domestic cleaning appointments, one-off cleans, end-of-tenancy cleaning, deep cleaning, and any related services offered by Cleaner Maidavale unless a separate written agreement states otherwise. If there is any inconsistency between these terms and a specific written quotation or service agreement, the written quotation or agreement will take priority to the extent of that inconsistency.

The purpose of these terms is to explain how bookings are made, how payments are processed, how cancellations are handled, and what responsibilities apply to both parties. They also include important provisions about liability, safe handling of waste, and the legal framework governing the agreement. If any part of these terms is found unenforceable, the remaining provisions will continue to apply so far as permitted by law.

Booking Process

Bookings may be made by any method offered by Cleaner Maidavale, including online enquiry, telephone arrangement, email confirmation, or any other written communication accepted by us. A booking is not considered confirmed until we have acknowledged the appointment and, where required, received any requested deposit or prepayment. We may request information necessary to assess the service properly, such as property type, size, access conditions, number of rooms, and the nature of the cleaning required.

At the point of booking, you must provide accurate and complete details. This includes any relevant information that may affect the service, such as parking restrictions, security access, pets, fragile items, special surfaces, heavy soiling, or known hazards. If the details provided are inaccurate or incomplete, we may need to revise the price, adjust the scope of work, or decline to proceed if the service cannot be carried out safely or effectively.

We reserve the right to decline, amend, or reschedule a booking where necessary for operational, safety, or legal reasons. Examples include unsafe working conditions, lack of suitable access, unreasonable service expectations, or situations where the requested work would require equipment, products, or expertise outside the scope of our service. Any estimated time for completion is a reasonable estimate only and may vary depending on the condition of the premises and the tasks agreed.

For recurring appointments, you are responsible for ensuring that access is available on each scheduled visit. If we arrive and are unable to gain access, or if the appointment cannot proceed due to circumstances within your control, this may be treated as a late cancellation or a wasted visit and charged accordingly. Where a cleaner is assigned to your booking, we may need to substitute another suitably trained cleaner if operational requirements make this necessary.

All bookings are subject to availability. We will use reasonable efforts to attend at the agreed time, but appointment times may be subject to slight variation due to traffic, service duration overrun, weather conditions, or other factors beyond our control. If we anticipate a material delay, we will aim to notify you where reasonably possible. Time is not of the essence unless expressly agreed in writing for a specific service.

Payments

Unless otherwise agreed in writing, payment is due in full on completion of the service or in advance where prepayment is requested. We may require a deposit for certain bookings, including larger jobs, first-time appointments, or services scheduled at peak times. Any deposit paid will be applied to the final invoice unless the booking is cancelled in accordance with these terms, in which case the deposit may be retained in whole or in part as set out below.

Prices may be quoted as fixed fees, hourly rates, or estimated charges based on the information available at the time of booking. If the actual condition of the property, the scope of work, or the duration required differs materially from what was originally described, we may revise the price to reflect the work actually undertaken. Any material increase will be discussed with you before additional work proceeds where reasonably practicable.

Invoices may be issued electronically or in another format agreed by us. You are responsible for paying all sums due in cleared funds by the due date specified on the invoice or booking confirmation. If payment is made by bank transfer, card, or another non-cash method, any bank charges, processing fees, or currency conversion costs imposed by your payment provider remain your responsibility unless we agree otherwise.

Where payment is overdue, we may suspend future services until the account is settled. We may also charge reasonable costs associated with recovery of outstanding sums, to the extent permitted by law. Nothing in these terms affects your statutory rights in relation to services that are not provided with reasonable care and skill. If you believe an invoice is incorrect, you should notify us promptly so that the matter can be reviewed.

If a booking is extended at your request, or if additional tasks are requested during the appointment, the extra work will be chargeable at our prevailing rates unless we agree otherwise in writing. Requests for additional services may include oven cleaning, appliance detailing, internal cupboard cleaning, stain treatment, or other specialist work. We are not obliged to undertake extra tasks unless we confirm that they fall within our service scope and available time.

Cancellation and Rescheduling

You may cancel or reschedule a booking by notifying us as soon as possible and within the notice period stated at the time of booking. If no notice period is specified, a reasonable notice period applies. Late cancellations may result in a charge reflecting the costs reasonably incurred in relation to the appointment, including allocated staff time, travel preparation, and lost opportunity to accept other work.

If you cancel sufficiently in advance, we may refund any amounts paid in respect of the cancelled appointment, subject to any non-refundable deposit terms disclosed before booking. Where a booking is rescheduled, we will use reasonable efforts to accommodate your preferred date, but availability cannot be guaranteed. Repeated cancellations or frequent changes may lead us to require advance payment or decline future bookings.

We may cancel or reschedule an appointment where circumstances make performance impossible, unsafe, unlawful, or commercially impracticable. This may include staff illness, adverse weather, equipment failure, access issues, or events beyond our reasonable control. In such cases, we will usually offer an alternative date or refund any prepaid amount for the affected service, unless the cancellation arises from your breach of these terms.

Service Standards and Customer Responsibilities

We will provide services with reasonable care and skill and will use appropriate products and methods for the agreed work. However, cleaning outcomes depend on the nature and condition of the surfaces, fittings, furnishings, and items being cleaned. Certain marks, stains, damage, or long-standing contamination may not be fully removable. We do not guarantee restoration to a new condition unless expressly stated in writing.

You are responsible for ensuring that the property is reasonably prepared for cleaning, including securing valuables, removing personal items where necessary, and making safe any hazards that are known to you. You should inform us in advance of any delicate surfaces, special instructions, allergies, or concerns relating to cleaning products. Where you ask us to use products supplied by you, you do so at your own risk unless the product is defective in a way that would have been obvious to a competent professional.

We may refuse to use any product or equipment that, in our reasonable opinion, is unsafe, unsuitable, or likely to cause damage. If you instruct us to carry out work contrary to our advice, you accept responsibility for the consequences to the extent permitted by law. You must ensure that children, pets, and vulnerable persons are supervised appropriately during the visit and that the work area is safe and accessible.

Liability

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under UK law. Subject to that, we are not responsible for loss or damage arising from pre-existing defects, wear and tear, hidden structural issues, or items that are fragile, improperly installed, or already compromised.

We are not liable for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or emotional distress, except where such exclusion is prohibited by law. Our total liability arising from any one service, whether in contract, tort, negligence, or otherwise, shall be limited to the amount paid or payable for that specific service, unless a higher limit is required by law. This limitation is intended to be reasonable and proportionate to the nature of the services provided.

Any claim for loss or damage must be reported to us within a reasonable time after discovery. You should provide sufficient details and, where relevant, photographs or other evidence to allow us to assess the issue. We may ask to inspect the affected item or area before any remediation is considered. Failure to notify us promptly may affect our ability to investigate and may limit any remedy available.

Waste Regulations and Removal of Items

As part of certain cleaning services, waste or unwanted materials may be gathered into bags or grouped for disposal. Unless expressly agreed in writing, we do not provide a general waste collection or disposal service and are not responsible for removing household rubbish from the premises. Any waste-handling activity carried out by us will be limited to the agreed cleaning task and to the extent permitted by applicable law and site conditions.

You remain responsible for ensuring that waste is disposed of in a lawful and appropriate manner. If we are asked to move, separate, or handle waste, you must inform us in advance of any hazardous materials, sharp objects, biohazards, contaminated waste, confidential documents, batteries, chemicals, or items requiring special handling. We will not collect or transport prohibited, dangerous, or regulated materials, and we may stop work if such items are encountered unexpectedly.

Where the service includes clearing or bagging waste, you warrant that the materials provided for disposal do not contain items that breach waste regulations or pose health and safety risks. Any assistance we give with waste is provided solely as an incidental part of the cleaning service and does not amount to a representation that the waste has been lawfully disposed of unless we have expressly confirmed that arrangement in writing. The customer is responsible for any fees, penalties, or legal consequences arising from unlawful disposal instructions provided by the customer.

Access, Keys, and Security

If you provide keys, access codes, alarm details, or other security information, you are responsible for ensuring that such information is accurate and up to date. We will take reasonable care of keys or access devices entrusted to us, but we are not responsible for losses caused by inaccurate instructions, faulty locks, pre-existing security defects, or circumstances beyond our control. Keys held by us will be retained securely and used only for the purposes of agreed service visits.

You should notify us immediately if access arrangements change, if a key is lost, or if a security code is altered. Where a visit cannot proceed because access information is invalid or unavailable, the appointment may be charged as a wasted visit. We may refuse to store keys or access devices where we consider it inappropriate or unsafe to do so.

Any instructions relating to alarms, lock-up procedures, neighbour access, or special entry arrangements must be provided in writing where possible. We will not be responsible for delays or failure to attend where access is restricted by circumstances outside our control, including building management rules, lift outages, or security systems that prevent entry despite proper notice.

Complaints and Remedies

If you are dissatisfied with any aspect of the service, you should notify us as soon as possible so that we can investigate the matter. Where appropriate, we may offer a revisit, partial refund, or other reasonable remedy at our discretion and in accordance with your statutory rights. Any remedy will depend on the nature of the issue, the evidence provided, and the extent to which the service fell below the standard reasonably expected.

We may decline a remedy where the issue results from incorrect instructions, lack of access, additional work not included in the original booking, or circumstances outside our control. Complaints should be made promptly and before any third-party repairs, replacements, or remedial action are undertaken unless immediate action was necessary to prevent further damage. Retaining evidence may help us resolve the matter fairly and efficiently.

Where a dispute cannot be resolved informally, the parties agree to first attempt to settle the matter through good-faith communication before commencing formal proceedings, unless urgent action is required. Nothing in this clause prevents either party from seeking advice from relevant consumer bodies or pursuing statutory remedies available under UK law.

Changes to Services and Terms

We may update these terms from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of your booking will apply to that booking unless a later version is expressly agreed by both parties. If a change materially affects a confirmed service, we will take reasonable steps to notify you in advance.

We may also revise the scope of any quotation if the work requested changes before the appointment, or if the property condition materially differs from the original description. Any revised price or arrangement will be communicated clearly where reasonably possible before the altered work proceeds. Continued use of our services after a change has been notified will be treated as acceptance of the updated terms for future bookings.

If any provision is interpreted narrowly by a court or competent authority, it shall be applied only to the minimum extent necessary to make it enforceable, while preserving the remaining intent of the clause. No failure or delay in enforcing any right shall operate as a waiver of that right.

Governing Law

These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If you reside in Scotland or Northern Ireland, any mandatory protections available under the law applicable to your residence remain unaffected where required by law.

By booking with Cleaner Maidavale, you acknowledge that these terms form part of the agreement between us and reflect the practical and legal framework for the services provided. The aim is to ensure a transparent and professional service relationship, while protecting both parties’ rights and responsibilities. If you do not agree to these terms, you should not proceed with a booking.

These terms are intended as a full statement of the standard contractual position for the services offered, without unnecessary local detail. They are designed to be read alongside any specific quotation, booking confirmation, or service description issued for the relevant appointment. The customer’s continued use of the service will be taken as acceptance of these conditions, subject always to applicable UK consumer law.