Camden Town Cleaners Terms and Conditions

These Terms and Conditions set out the basis on which Camden Town Cleaners provides domestic and commercial cleaning services in the United Kingdom. By making a booking, the customer agrees to be bound by these terms, which are intended to create clarity around the cleaning service, payment, cancellation rights, access arrangements, and responsibilities relating to waste, property, and liability. These terms apply to all standard and specialist cleaning appointments unless a separate written agreement says otherwise.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Camden Town Cleaners. References to “you” and “your” mean the person or business booking the service or receiving the service. The use of the term cleaning services includes routine domestic cleaning, end of tenancy cleaning, deep cleaning, after-builders cleaning, office cleaning, and other non-specialist cleaning work agreed at the time of booking.

These terms are designed to reflect standard UK service practice and should be read alongside any written quotation, booking confirmation, or service specification provided before the appointment. If there is any inconsistency between these Terms and Conditions and a separate written agreement, the separate written agreement will apply to the extent of the inconsistency.

All bookings are subject to availability and acceptance by Camden Town Cleaners. A booking request does not become binding until we have confirmed the appointment in writing, by email, text message, booking platform message, or another recorded format. We may decline a booking at our discretion where the requested service is outside our scope, where access cannot be reasonably arranged, or where we believe the service would create unacceptable safety, legal, or operational risks.

When booking a cleaning service, you must provide accurate information about the property, the type of work required, the size or condition of the premises, parking or access restrictions, and any special requirements that may affect the time, equipment, or number of staff needed. If information provided during booking is incomplete or inaccurate, we may revise the price, adjust the service scope, or refuse to continue if the actual conditions materially differ from what was described.

We may also require photographs, a walkthrough, or additional details before confirming a quote for certain jobs. Any estimate given before inspection is based on the information supplied by you and is not a fixed offer unless we expressly state that it is fixed. Where a fixed-price cleaning arrangement is agreed, that price applies only to the exact scope described at the time of booking.

If you wish to change the date, time, or scope of a confirmed booking, you should notify us as soon as possible. We will make reasonable efforts to accommodate amendments, but any change remains subject to availability. Additional charges may apply where the revised service requires extra time, staff, materials, or equipment. Any amendment is not effective until confirmed by us.

Access to the property must be provided at the agreed time. If our cleaner or team cannot gain access, is delayed due to locked premises, missing keys, incorrect entry information, no one being present when required, or any other access issue not caused by us, the appointment may be treated as a late cancellation or a failed visit. In such cases, a charge may still apply to cover lost time and costs.

You are responsible for ensuring that the premises are safe and reasonably prepared for cleaning. This includes securing valuables, advising us of fragile items, pet concerns, and any areas that should not be cleaned. We are not obliged to move heavy furniture, lift fixed items, or carry out work that could risk damage to the property or injury to personnel unless this has been specifically agreed in advance.

Payment terms will be confirmed at booking or in the invoice. Unless otherwise agreed, payment is due on completion of the service or within the period stated on the invoice. We may require advance payment, a deposit, or card pre-authorisation for certain bookings, including larger jobs, repeat cancellations, or services requiring significant materials or reserved labour.

Accepted payment methods may include bank transfer, debit card, credit card, or another method we state from time to time. Any bank charges, failed payment fees, chargeback costs, or reasonable recovery costs arising from unpaid invoices may be added to the amount owed where permitted by law. If payment is overdue, we reserve the right to suspend further services until all outstanding sums are settled.

If the service scope changes during the appointment, we may issue an updated invoice reflecting the additional time or resources required. Prices are normally quoted exclusive of unusual extras unless expressly stated otherwise. Examples include excessive clutter removal, post-renovation residue, severe build-up, specialist stain treatment, or any task that falls outside standard cleaning. We will inform you where possible before carrying out chargeable extras.

Cancellations must be made with reasonable notice. Unless a different notice period is stated in your booking confirmation, cancellations made less than 24 hours before the scheduled appointment may incur a cancellation fee, and cancellations made after the team has already arrived may be charged in full. This reflects lost scheduling time, travel, and staffing commitments.

If you need to reschedule, we will try to offer an alternative appointment. However, rescheduling is not guaranteed and remains subject to availability. Repeated short-notice cancellations, unexplained non-attendance, or behaviour suggesting misuse of the booking system may result in refusal of future services or a requirement for prepayment on subsequent bookings.

We may cancel or postpone a booking where there are serious safety concerns, unsafe working conditions, extreme weather, suspected illegal activity, lack of access, or failure to comply with these terms. If we cancel for reasons within our control, we will offer a rescheduled appointment or a refund of any prepaid amount for the cancelled portion of the service. We will not be liable for any indirect loss caused by such cancellation.

Our liability is limited to the extent permitted by UK law. We will perform the cleaning service with reasonable care and skill, using suitable methods and, where applicable, reasonable industry practice. However, we do not guarantee that all stains, marks, odours, or ingrained dirt can be fully removed, particularly where pre-existing damage, fabric wear, or material sensitivity affects the result.

We are not responsible for damage caused by faulty items, pre-existing defects, age-related deterioration, unsuitable materials, hidden weaknesses, unsecured objects, or incorrect instructions provided by you. This includes, for example, loose fittings, unstable shelving, brittle fixtures, poorly installed appliances, faded finishes, and surfaces that react unpredictably to cleaning agents. You should tell us in advance about delicate, antique, or high-value items that may need special treatment.

To the maximum extent permitted by law, we will not be liable for any loss of profit, loss of business, business interruption, or indirect or consequential loss. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under the laws of England and Wales. Where we are found liable for proven direct loss, our total liability will normally be limited to the amount paid or payable for the relevant service, unless a different limit is required by law.

You must notify us of any damage, complaint, or issue relating to the service as soon as reasonably possible and in any event within a reasonable time after the appointment. This helps us investigate while the relevant facts remain fresh. You should also keep any damaged item, packaging, or relevant evidence available for inspection, as we may need photographs or access to the site to assess the claim.

We are not liable for claims that arise because you failed to follow care instructions, used the cleaned area prematurely, failed to protect valuables, or did not inform us of a known risk. If you believe our team has caused damage, you must take reasonable steps to reduce any further loss. We may choose to arrange repair, replacement, re-cleaning, or a refund in appropriate cases, but any such remedy is at our discretion and does not constitute an admission of liability.

Our staff may refuse to continue any task that appears unsafe, unlawful, or outside the booked scope. This includes handling biohazards, hazardous chemicals, sharps, vermin-infested areas, or waste that requires specialist disposal arrangements unless explicitly agreed and lawfully permitted. For health and safety reasons, our team is not required to work in conditions that place them or others at risk.

Waste regulations apply to the removal and handling of waste generated during the service. Camden Town Cleaners will comply with relevant UK waste, environmental, and duty-of-care obligations. We may separate general waste, recyclable waste, and contaminated materials where appropriate, and we expect you to make us aware of any items that require special handling. We do not act as a licensed waste carrier unless expressly agreed in writing and legally authorised to do so.

You remain responsible for the lawful disposal of items not covered by the booking, including bulky waste, prohibited items, confidential documents, electrical appliances, or materials that require specific collection arrangements. If we agree to remove cleaning-related waste, packaging, or bagged rubbish from the property, this will be limited to ordinary waste arising directly from the service and may be subject to an additional charge. We will not remove waste that breaches safety, transport, or environmental rules.

Where waste disposal is included, you agree that any hazardous, clinical, sharps-related, or regulated materials will be disclosed in advance. If undisclosed restricted waste is found, we may leave it in place, pause the service, or charge extra for any lawful handling required. We will not accept responsibility for fines, penalties, or losses resulting from incorrect waste classification, concealed hazardous materials, or instructions that conflict with applicable environmental rules.

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with the cleaning service, booking, invoice, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless consumer law provides otherwise. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

We may update these Terms and Conditions from time to time to reflect changes in our services, legal requirements, or operational practices. The version in force at the time of your booking will apply to that booking unless a later written variation is agreed. Continued use of our service after changes are communicated may be treated as acceptance of the updated terms for future bookings.

By confirming a booking with Camden Town Cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. You also confirm that you have authority to request the service for the property in question and that you will cooperate reasonably with access, payment, and safety requirements necessary for the service to be performed properly.