Shoreditch Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are provided by Shoreditch Cleaner, referred to in these Terms as we, us or our. By making a booking, you, the customer, agree to be bound by these Terms in relation to any domestic or commercial cleaning service arranged with us. Please read this document carefully before confirming a booking, as it explains how services are scheduled, how payments are handled, when cancellations may apply, and the limits of our responsibility.

These Terms apply to all service requests unless we agree otherwise in writing. They are intended to be fair, transparent and consistent with UK consumer law. If any part of these Terms is found to be unenforceable, the remaining provisions will continue to apply. Nothing in these Terms is intended to exclude or limit any rights you may have under applicable law that cannot be lawfully excluded.

In these Terms, references to the service mean any cleaning appointment, one-off clean, recurring cleaning arrangement, specialist cleaning task or related service supplied by us. References to you mean the person or business placing the booking, authorising access, and responsible for payment. Where a booking is made on behalf of another person, the individual making the booking confirms that they are authorised to accept these Terms on that person’s behalf.

Booking Process

All bookings are subject to availability and acceptance by us. A booking request may be made by phone, email, online form or any other method we make available from time to time. A booking is not confirmed until we have acknowledged it and, where relevant, received any required deposit or advance payment. We may ask for details including the property address, type of property, requested service, access arrangements, and any specific cleaning requirements so that we can assess the job properly.

When you request a cleaning appointment, you must provide accurate and complete information. This includes the size and condition of the premises, any fragile items, pets, parking restrictions, security instructions, or known hazards. If the information provided is incomplete or inaccurate, we may need to revise the price, alter the duration of the service, change the team allocated, or decline the booking. We will always try to do so reasonably and with notice where possible.

For recurring service agreements, the schedule, frequency and scope of work will be agreed at the outset and may be updated by mutual consent. We may make reasonable changes to the time of arrival or the cleaning team where operational needs, staff illness, traffic, access issues or other unavoidable circumstances require it. While we will aim to keep appointments as arranged, any times quoted are estimates unless expressly confirmed as fixed.

Service Standards and Customer Responsibilities

You must ensure that we have safe and reasonable access to the property at the scheduled time. If access is not available, or if we are unable to enter because a key, alarm code, lockbox code or other access arrangement has not been provided or does not work, the appointment may be treated as a late cancellation or a failed visit, and a fee may apply. You are responsible for securing valuables and protecting any items of particular importance before the service begins.

We will perform the cleaning service using reasonable care and skill and with appropriate methods and materials for the relevant task. However, certain items, finishes, materials and surfaces may be delicate, old, damaged or unsuitable for standard cleaning methods. You should tell us in advance about any items requiring special treatment. We may refuse to clean items or areas that present a risk of damage, injury or contamination, or that require specialist training or equipment not included in the agreed service.

If you request the use of your own cleaning products, tools or equipment, you are responsible for ensuring that they are safe, suitable and in working order. We may decline to use products that appear unsafe, unlabelled, expired or otherwise inappropriate. Where we supply products, we will use reasonable care in selecting them, but we do not guarantee that every stain, mark, odour or contamination can be fully removed. Cleaning services are provided on a best-efforts basis, subject to the condition of the property and the materials involved.

Payments and Charges

Prices will be stated at the time of booking or otherwise agreed before the service is carried out. Unless we agree a fixed price in writing, charges may be based on hourly rates, estimated labour time, the nature of the work, the level of soiling, or the number of operatives required. Any quote provided is based on the information available to us at the time and may be revised if the actual work differs materially from the description given.

Payment terms will be confirmed at booking. In many cases, payment is due on completion of the service, but we may require advance payment, a deposit, or staged payments for larger or recurring jobs. Accepted payment methods may include bank transfer, card payment or other methods notified by us. If payment is not received when due, we may suspend further services, charge reasonable recovery costs, and/or charge interest in accordance with applicable UK law where permitted.

Where parking charges, congestion-related charges, disposal fees, specialist materials or other third-party costs are necessary to complete the work, these may be added to the final invoice if they were not included in the original quote. If the scope of work changes during the appointment, we will explain any likely increase in charges where reasonably practicable before continuing. Any dispute about invoiced sums should be raised promptly and in good faith so that we can review the matter.

Cancellations, Rescheduling and Non-Attendance

You may cancel or reschedule a booking by giving us reasonable notice. The notice period required may vary depending on the type of service, but we will indicate any specific deadline at the time of booking. If you cancel within the notice period, a cancellation fee may apply to cover allocated labour and administrative costs. If you cancel after the notice period or on the day of the service, you may be charged in full or in part, depending on the circumstances.

We reserve the right to cancel or postpone a booking where necessary because of staff illness, unsafe conditions, severe weather, lack of access, equipment failure, non-payment, or other circumstances beyond our reasonable control. If we do so, we will aim to offer an alternative date or a refund of any amount paid for the affected service, as appropriate. We will not be liable for any indirect loss arising from a rescheduled or cancelled appointment.

If we attend a property and cannot start or complete the service because you or your representative is absent, access is unavailable, or the premises are not ready for cleaning, the visit may be treated as a failed appointment and charged accordingly. Where possible, we may wait a reasonable period, but this is at our discretion and does not waive any fees arising from the missed visit.

Liability and Limitations

We will take reasonable care when carrying out our services, but we are not responsible for pre-existing damage, wear and tear, hidden defects, faulty fixtures, loose fittings, or issues caused by age, poor maintenance or unsuitable materials. Where a surface, item or appliance is already damaged, cleaning may reveal or worsen the apparent condition even if reasonable care is used. You should notify us in advance of any known defects or vulnerabilities.

Our liability for loss or damage will be limited to the foreseeable loss directly caused by our breach of these Terms, our negligence, or our failure to use reasonable care and skill. We do not accept liability for indirect, incidental or consequential losses, including loss of profit, loss of business, loss of enjoyment, or inconvenience, except where such liability cannot be excluded by law. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited.

If you believe we have caused damage, you must notify us as soon as reasonably possible and, in any event, within a reasonable period after the service. You should provide photographs and any relevant details so that we can investigate. We may request the opportunity to inspect the alleged damage or arrange rectification. Any remedy offered will be assessed on the facts of the case and may include repair, replacement, refund or a combination of these, where appropriate and lawful.

Waste Regulations and Disposal

Waste handling and disposal are carried out in accordance with applicable UK waste regulations and environmental requirements. Unless otherwise agreed, our service does not include the removal of bulky waste, hazardous materials, clinical waste, electrical items requiring specialist disposal, or items subject to separate collection rules. If you ask us to remove waste, you must tell us exactly what is involved so we can confirm whether it can be collected lawfully and safely.

Where waste is generated as part of the cleaning service, it will usually be bagged or separated for collection in line with standard household or commercial disposal arrangements. You remain responsible for ensuring that any waste is placed into suitable bins or designated disposal points unless we have expressly agreed to remove it ourselves. We may refuse to handle waste that is contaminated, dangerous, excessively heavy, sharp, leaking, or otherwise unsuitable for ordinary cleaning staff to manage.

If we do agree to transport or dispose of waste, you acknowledge that this may incur additional charges and may be subject to the limits of our licensing, insurance and operational procedures. We may ask you to declare the nature of the waste before the job begins. If you misdescribe any waste or fail to disclose hazardous content, you may be responsible for any resulting costs, penalties, claims or losses arising from that omission.

General Legal Terms

These Terms may be updated from time to time to reflect changes in our services, pricing structure, operational practices or the law. The version in force at the time of your booking will apply unless we agree a different version in writing. If you continue to use our services after updated Terms are issued, you will be deemed to have accepted the revised version for future bookings.

We may assign or subcontract some or all of the service where necessary, provided that the service remains consistent with the booking requirements and the standards we set. Any subcontractor engaged on our behalf will be required to act with reasonable care and within the scope of the work agreed. You may not transfer your rights or obligations under these Terms without our prior written consent.

If we do not immediately enforce any part of these Terms, that does not mean we waive our right to enforce it later. No waiver will be effective unless made in writing. These Terms constitute the entire agreement between you and us in relation to the relevant booking and supersede any prior discussions, representations or understandings, except where fraud or misrepresentation is involved or where mandatory legal rights apply.

Governing Law

These Terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted 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, subject to any rights you may have as a consumer under applicable law. If you are a business customer, you agree that this jurisdiction clause will apply to the fullest extent permitted by law.

By booking a service with Shoreditch Cleaner, you confirm that you have read, understood and accepted these Terms and Conditions. If anything in the booking summary, quotation or service description conflicts with these Terms, the specific written agreement will apply only to the extent of the inconsistency. All other provisions will remain in force and continue to apply to the service.