Shoreditch Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Shoreditch Cleaner provides cleaning and related services to residential and commercial customers within its service area in the United Kingdom. By placing a booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any appointment.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Customer means any individual, company or organisation that requests or receives services from Shoreditch Cleaner.

Services means cleaning and any related services agreed between Shoreditch Cleaner and the Customer, including but not limited to domestic cleaning, office cleaning, end of tenancy cleaning and deep cleaning.

Service Area means the geographical areas within the United Kingdom in which Shoreditch Cleaner chooses to offer its services from time to time.

Booking means a confirmed request for Services made by the Customer and accepted by Shoreditch Cleaner.

Cleaner means any person or contractor assigned by Shoreditch Cleaner to carry out the Services.

2. Scope of Services

Shoreditch Cleaner provides residential and commercial cleaning and related services, subject to availability, within its chosen Service Area. The specific scope of work for each Booking will be as agreed at the time of confirmation, whether through a checklist, verbal description or written confirmation.

Shoreditch Cleaner reserves the right to decline work that falls outside its usual cleaning activities, that presents a health or safety risk, or that would require specialist equipment, permits or licensing beyond that ordinarily used for cleaning services.

3. Booking Process

3.1 Customers may request Services by making a Booking through Shoreditch Cleaner’s chosen booking channels as made available from time to time.

3.2 All Bookings are subject to availability and are not confirmed until expressly accepted by Shoreditch Cleaner. Shoreditch Cleaner may refuse a Booking at its discretion, including where the Customer has outstanding payments or where the requested location falls outside the Service Area.

3.3 At the time of Booking, the Customer must provide accurate information, including the property type, size, access arrangements, any special requirements, and any known risks or hazards at the premises.

3.4 The Customer is responsible for ensuring that Shoreditch Cleaner has correct and up to date details regarding the service address, date, time, and any access instructions. Shoreditch Cleaner is not liable for delays or missed appointments resulting from incorrect or incomplete information provided by the Customer.

3.5 Shoreditch Cleaner may make reasonable adjustments to the Booking time or date and will notify the Customer of any such changes as soon as reasonably practicable.

4. Access to Premises

4.1 The Customer must ensure that Shoreditch Cleaner and its Cleaners have safe and lawful access to the premises for the full duration of the Booking.

4.2 Access may be provided in person, through keys, key safes, concierge or other arrangements previously agreed with Shoreditch Cleaner. Where keys are provided, the Customer confirms that they have authority to grant such access.

4.3 The Customer must ensure that all alarms are disarmed or that clear instructions are given for their operation. Shoreditch Cleaner will not be responsible for any alarm activation, call out charges or related costs arising from incomplete or inaccurate instructions.

4.4 If the Cleaner is unable to gain access to the premises at the agreed time, Shoreditch Cleaner may treat the Booking as a same day cancellation and apply the relevant charges as set out in these Terms and Conditions.

5. Customer Obligations

5.1 The Customer must ensure that the premises are reasonably clear and accessible to allow the Cleaners to perform the Services safely and efficiently. Excessive clutter, unsafe conditions or the presence of hazardous materials may lead to cancellation or adjustment of the Services.

5.2 The Customer agrees to inform Shoreditch Cleaner of any fragile, valuable or delicate items and any surfaces or materials that require special care or are susceptible to damage from standard cleaning products.

5.3 The Customer is responsible for securing or removing any valuable items, cash, jewellery or confidential documents before the Service begins. Shoreditch Cleaner will not be liable for loss of items not securely stored or not disclosed as highly valuable.

5.4 The Customer must disclose any infectious, biological or other health hazards at the premises before the Booking. Shoreditch Cleaner may refuse or discontinue services where there is a material risk to the health and safety of the Cleaners.

6. Pricing and Payments

6.1 Prices for Services will be communicated to the Customer at the time of Booking. Shoreditch Cleaner may provide estimates based on the information supplied by the Customer. If the actual condition or size of the property differs materially from that described, Shoreditch Cleaner reserves the right to adjust the price or the scope of the Services.

6.2 Unless expressly stated otherwise, all prices are in pounds sterling and inclusive of any applicable taxes.

6.3 Payment terms will be notified to the Customer at the time of Booking. Shoreditch Cleaner may require full or partial payment in advance or at the time of service, depending on the nature of the Services and the Customer’s account status.

6.4 Shoreditch Cleaner may accept various payment methods, including electronic payment and card payments, as indicated to the Customer during the booking process. Cash payments may be accepted only if specifically agreed in advance.

6.5 Where payment is not made at the time of Booking, invoices are due for payment on the date stated on the invoice. If no date is stated, payment is due immediately upon receipt.

6.6 Shoreditch Cleaner reserves the right to charge interest and reasonable administrative fees on late payments, and may suspend further Services until all outstanding sums are settled.

7. Changes, Rescheduling and Cancellations

7.1 The Customer may request changes to the date, time or scope of a Booking. All changes are subject to availability and must be agreed by Shoreditch Cleaner.

7.2 Shoreditch Cleaner operates a cancellation policy to manage its schedule and the availability of Cleaners in the Service Area. The specific cancellation notice period and any fees payable will be communicated to the Customer during the booking process or in associated confirmation documents.

7.3 If the Customer cancels or reschedules a Booking without providing the required notice, Shoreditch Cleaner may charge a late cancellation fee up to the full amount of the Booking.

7.4 Shoreditch Cleaner may cancel or reschedule a Booking where necessary due to circumstances beyond its reasonable control, including but not limited to staff illness, transport disruption, severe weather or safety concerns at the premises. In such cases, Shoreditch Cleaner will offer to reschedule the Booking at the earliest reasonable opportunity.

7.5 If a Cleaner is delayed, Shoreditch Cleaner will use reasonable efforts to notify the Customer and arrange a revised arrival time. Where a delay makes the Booking impracticable, Shoreditch Cleaner may rebook the appointment without additional charge to the Customer.

8. Service Standards and Complaints

8.1 Shoreditch Cleaner aims to provide Services with reasonable care and skill and to a standard consistent with professional cleaning practices in the United Kingdom.

8.2 If the Customer is dissatisfied with any aspect of the Services, they should notify Shoreditch Cleaner as soon as possible, ideally within 24 hours of completion of the Booking, giving clear details of the issue.

8.3 Where a complaint is justified and directly related to the quality of the Services, Shoreditch Cleaner may, at its discretion, offer to re-clean the affected area or provide a partial refund or credit. Any remedy will be limited to the specific Booking in question.

8.4 Shoreditch Cleaner is not responsible for pre-existing damage, fair wear and tear, or deterioration resulting from the condition of surfaces, fixtures or fittings.

9. Customer Property and Liability

9.1 While performing the Services, Cleaners will take reasonable care when handling the Customer’s property. However, accidents may occur. The Customer must report any alleged damage or loss to Shoreditch Cleaner as soon as reasonably practicable and, in any event, within 48 hours of becoming aware of it.

9.2 Shoreditch Cleaner’s total liability to the Customer for any loss or damage arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the total amount paid by the Customer for the Booking giving rise to the claim.

9.3 Shoreditch Cleaner does not exclude or limit its liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited under UK law.

9.4 Shoreditch Cleaner will not be liable for any indirect or consequential losses, including but not limited to loss of profit, loss of business, business interruption, or loss of opportunity.

9.5 The Customer is responsible for ensuring that they have appropriate insurance cover for their property and contents. Shoreditch Cleaner may hold its own insurance cover appropriate for its operations but this does not replace the Customer’s own insurance obligations.

10. Waste Handling and Regulations

10.1 Shoreditch Cleaner complies with relevant waste and environmental regulations applicable to its operations in the United Kingdom. The Customer agrees not to request or require the disposal of waste in a manner that breaches applicable law or local authority rules.

10.2 Ordinary household and office waste generated during the provision of Services may be bagged and placed in the Customer’s designated waste or recycling containers on the premises, unless otherwise agreed. Shoreditch Cleaner is not normally responsible for removing waste from the property unless this has been expressly included in the Booking and complies with relevant regulations.

10.3 Shoreditch Cleaner will not handle, remove or dispose of hazardous, clinical, biological or regulated waste, including but not limited to sharps, medical materials, chemicals requiring specialist disposal, asbestos, solvent containers, or electrical items subject to specific disposal schemes, unless expressly agreed in writing and carried out in accordance with applicable regulations.

10.4 The Customer is responsible for providing suitable waste and recycling containers on site and for ensuring that their use complies with any landlord, building management or local authority requirements.

11. Health, Safety and Security

11.1 Shoreditch Cleaner is committed to operating in a safe and lawful manner. Cleaners must not be asked to undertake tasks that may endanger their health or safety or that require specialist training or equipment beyond what Shoreditch Cleaner ordinarily provides.

11.2 The Customer must ensure that the premises are safe for work, including providing adequate lighting, ventilation and safe access to all areas to be cleaned.

11.3 Cleaners are not permitted to move heavy furniture or large items that may risk injury or damage. Any request to move items is at the discretion of the Cleaner and may be refused.

11.4 The Customer must not request Cleaners to engage in any illegal activity or any activity not reasonably associated with professional cleaning services.

12. Keys and Confidentiality

12.1 Where keys or access devices are provided to Shoreditch Cleaner, these will be handled with reasonable care and will be used solely for the purpose of attending the premises to perform the Services.

12.2 Shoreditch Cleaner will take reasonable steps to protect any confidential information obtained in the course of providing the Services and will not knowingly disclose such information to third parties except as required by law or with the Customer’s consent.

13. Force Majeure

13.1 Shoreditch Cleaner will not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances or causes beyond its reasonable control, including but not limited to extreme weather, transport disruptions, strikes, accidents, pandemics, government restrictions or utility failures.

13.2 In such circumstances, Shoreditch Cleaner may suspend the affected Services or cancel the Booking without liability, and will use reasonable efforts to offer an alternative appointment where practicable.

14. Termination of Services

14.1 For ongoing or recurring Services, either party may terminate the arrangement by giving any notice period stated in the Customer’s service agreement or, if no such period is stated, by giving reasonable notice.

14.2 Shoreditch Cleaner may terminate or suspend Services immediately where the Customer fails to pay sums due, breaches these Terms and Conditions, creates an unsafe environment for Cleaners, behaves abusively or unlawfully, or otherwise acts in a manner that makes the continuation of Services unreasonable.

15. Changes to these Terms and Conditions

15.1 Shoreditch Cleaner may update or revise these Terms and Conditions from time to time. Any updated version will apply to new Bookings made after the date of publication.

15.2 For ongoing or recurring Services, Shoreditch Cleaner will notify the Customer of any material changes. Continued use of the Services after notification will constitute acceptance of the updated Terms and Conditions.

16. Governing Law and Jurisdiction

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

16.2 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 the Services, including any non-contractual disputes or claims.

By confirming a Booking with Shoreditch Cleaner or by allowing the Services to proceed, the Customer confirms that they have read, understood and agree to be bound by these Terms and Conditions.