Terms and Conditions for Cleaners N1
These Terms and Conditions set out the basis on which cleaning services are supplied by Cleaners N1 to residential and commercial clients in the UK. By making a booking, you agree to these terms, which are designed to provide clarity about how appointments are arranged, how payments are handled, and how responsibility is shared between the customer and the cleaning team. These terms apply to all standard cleaning appointments, one-off bookings, recurring services, and any additional work requested during a visit.
For the purposes of these terms, references to “we”, “us”, and “our” mean Cleaners N1, while “you” and “your” refer to the customer, client, or person making the booking. The service may be delivered by our in-house cleaners or by approved contractors acting on our behalf. All bookings are subject to availability, and acceptance of a request does not guarantee that a particular date, time, or operative can always be assigned unless confirmed in writing.
These terms should be read carefully before any service begins. If anything in the booking confirmation differs from these terms, the booking confirmation will take priority for that specific appointment, but only where the difference has been clearly agreed in advance. Nothing in these terms affects your statutory rights under UK consumer law.
Booking Process
Bookings may be made through the channels made available by Cleaners N1 and will only become active once we issue confirmation. A request alone does not create a binding appointment until the details have been reviewed and accepted. We may ask for information about the property, access arrangements, the type of cleaning required, and any special instructions so that we can allocate suitable staff and allow enough time for the job. This helps ensure a safe and efficient service and reduces the risk of misunderstandings on the day.
When booking, you must provide accurate and complete information. This includes the property address, contact details, any parking restrictions, security access requirements, and the condition of the premises. If the service type changes after confirmation, or if the property is significantly different from what was described, we may adjust the price, duration, or team size, or in some cases refuse to proceed if the change is material. We aim to be flexible, but any changes must be agreed before the work starts.
Access to the property is your responsibility unless we have expressly agreed otherwise. If our cleaner arrives and is unable to gain entry, the booking may still be charged in full or in part, depending on the time reserved and any costs already incurred. Where keys, fobs, codes, or other access methods are provided, you confirm that you are authorised to share them and that any instructions supplied are correct. You are also responsible for ensuring that the property is reasonably safe for cleaning work to be carried out.
Service Scope and Customer Responsibilities
The cleaning service will be carried out with reasonable care and skill and in line with the agreed scope. Standard tasks may include general domestic cleaning, surface cleaning, bathroom and kitchen cleaning, vacuuming, mopping, dusting, and related duties if included in the booking. Any task not expressly included in the confirmed service may be treated as an additional service and may require extra time or a revised fee. We may decline to clean items or areas that are heavily contaminated, hazardous, or unsuitable for normal cleaning methods.
Before the appointment begins, you should remove or secure valuables, fragile items, confidential papers, and anything that could be damaged or misplaced during the service. While our cleaners will act carefully and respectfully, the presence of clutter, obstructions, pets, children, or unsafe items can affect the quality and speed of the work. You must also tell us in advance about any known hazards, such as mould, bodily fluids, infestations, asbestos, sharp objects, or chemical residues, so that we can assess whether the service can be provided safely.
Payments and Charges
Payment terms will be confirmed at booking and must be followed strictly. Prices may be quoted on an hourly basis, as a fixed fee, or using another method appropriate to the service requested. Unless otherwise agreed in writing, payment is due immediately after completion of the service or in advance where prepayment has been requested. For recurring or higher-value appointments, we may require a deposit, full advance payment, or card authorisation to secure the booking.
If the final service time exceeds the estimate because the property condition was not as described, additional charges may apply. The same applies where you request extra tasks during the visit, or where delays outside our control reduce the amount of time available for cleaning and you ask us to continue beyond the original schedule. Any additional charges will be explained as soon as reasonably possible, and continued instruction to proceed will be treated as acceptance of the revised cost.
Invoices must be paid by the deadline stated on the invoice or confirmation. If payment is late, we may suspend future bookings, charge reasonable recovery costs where permitted by law, and withhold the release of service reports or related documents until the balance is cleared. We reserve the right to correct obvious pricing errors and to amend charges where a mistake has been made in good faith, provided this is done fairly and transparently.
Cancellations, Rescheduling, and Non-Attendance
You may cancel or reschedule a booking by giving notice in accordance with the cancellation period stated at the time of booking. If sufficient notice is given, no cancellation fee may apply, or a reduced fee may apply depending on the circumstances. Where short notice is given, the reserved time may be difficult to reallocate, and a charge may be made to reflect the loss of that slot and any preparation already completed.
If we need to cancel or reschedule due to illness, safety concerns, staff availability, severe weather, transport disruption, or other circumstances beyond our reasonable control, we will aim to offer a new appointment as soon as practical. Where this is not possible, any prepaid amount for the affected service will be refunded or credited, subject to any work already completed. We are not responsible for indirect losses caused by a cancellation or delay, except where such liability cannot be excluded by law.
If you fail to provide access, do not attend a meeting point arranged for key handover, or are otherwise unavailable when the service is scheduled to begin, this may be treated as a late cancellation or non-attendance. In such cases, the full fee or a reasonable portion of it may remain payable. Repeated short-notice changes may also affect our ability to continue providing services on the original terms.
Liability and Limitations
We will use reasonable care and skill in delivering the cleaning service, but no service can guarantee the removal of every stain, odour, mark, or defect, particularly where the item or surface is delicate, aged, porous, or previously damaged. Our liability is limited to losses that are foreseeable and directly caused by our negligence or breach of contract. We do not exclude liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited under UK law.
Where damage is alleged, you must notify us as soon as reasonably possible and provide evidence of the issue, such as photographs, a description of what happened, and reasonable cooperation with any investigation. We may inspect the property, request further information, or seek input from the operative involved. If we are responsible for damage caused by our negligence, our usual approach is to repair, replace, or compensate for the affected item up to the amount of the relevant service fee or another amount required by law, whichever is greater where applicable.
We are not responsible for pre-existing damage, wear and tear, hidden defects, poor workmanship by third parties, or deterioration caused by unsuitable materials or incorrect maintenance. Nor are we responsible for items that are fragile, unstable, valuable, or improperly fixed unless we were clearly warned about them and agreed to handle them. You remain responsible for ensuring that the property is insured adequately for your own risks, and we recommend that particularly valuable items are removed or disclosed in advance.
Waste Handling and Regulatory Compliance
Any waste generated during a cleaning appointment must be handled in a lawful and responsible manner. We will comply with applicable UK waste regulations, including rules relating to separation, transfer, and disposal where relevant to the service provided. Household waste, general rubbish, and minor cleaning residue may be collected only if this forms part of the agreed service and if appropriate disposal arrangements are available. We do not act as a licensed waste carrier unless stated otherwise in writing.
You must not ask us to remove controlled, hazardous, clinical, chemical, or contaminated waste unless this has been specifically agreed and is legally permissible. Items such as paint, solvents, sharps, bodily fluids, needles, asbestos-containing materials, and certain electrical or electronic waste may require specialist handling. If prohibited or risky waste is discovered during the visit, we may pause or stop the service, or isolate the material where safe to do so, without accepting responsibility for disposal beyond the lawfully permitted scope.
If bins, skips, communal waste areas, or disposal points are used, you are responsible for ensuring that they are accessible and suitable for the type of waste involved. Any instructions relating to recycling, segregation, or disposal must be lawful and accurate. Where a customer provides waste containers or asks us to move waste off-site, they confirm that the contents are not hazardous unless previously disclosed and agreed. We reserve the right to refuse any instruction that could expose us to regulatory breach or unsafe handling.
Complaints, Suspensions, and Termination
If you are dissatisfied with any aspect of the service, you should notify us promptly so that we may review the matter and, where appropriate, attempt a fair remedy. Reasonable complaints may be addressed by a return visit, a price adjustment, or another proportionate solution depending on the facts. However, complaints do not permit you to withhold payment for the undisputed portion of a service that has been properly delivered. Any remedy offered will be assessed on a case-by-case basis.
We may suspend or end a booking, or refuse future services, where there is abusive behaviour, unsafe conditions, non-payment, repeated late cancellations, unlawful instructions, or a serious breakdown in trust. We may also stop work if the property becomes unsafe, if access is withdrawn, or if the service can no longer be delivered without breaching law or professional standards. In such cases, you may still be charged for time already spent and reasonable costs incurred.
Nothing in these Terms prevents either party from ending a booking in accordance with applicable law. Any rights or obligations intended to continue after the service ends, including payment obligations, liability limits, and dispute handling provisions, will remain in force as necessary. This ensures that completed work is settled properly and that the parties retain clear responsibilities after the appointment concludes.
General Provisions and Governing Law
These Terms and Conditions are governed by the laws of England and Wales, and the courts of England and Wales will have exclusive jurisdiction over any dispute that cannot be resolved amicably. If you are a consumer resident elsewhere in the UK, you may also benefit from mandatory protections available under the law that applies to your residence, where those protections cannot be excluded.
If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. A failure or delay by either party to enforce a right does not mean that the right has been waived. We may update these terms from time to time to reflect operational changes, legal requirements, or improvements to the service, and the version in force at the time of booking will usually apply to that booking unless a change is required by law.
By confirming a booking with Cleaners N1, you acknowledge that you have read, understood, and agreed to these terms and that the information supplied is complete and accurate to the best of your knowledge. These Terms and Conditions are intended to support a reliable and professional cleaning service, while keeping expectations clear and fair for both sides.