Earlscourt Cleaners Terms and Conditions
These Terms and Conditions govern the use of the professional cleaning services provided by Earlscourt Cleaners and apply to all bookings, appointments, quotations, and service arrangements made by customers. By requesting or accepting a service, the customer agrees to these terms in full. The purpose of this document is to set out clear expectations for the cleaning service, the responsibilities of both parties, and the rules that apply before, during, and after each appointment. These terms are intended to support a fair, consistent, and lawful service relationship.
“We”, “us”, and “our” refer to Earlscourt Cleaners. “You” or “the customer” means the person, company, landlord, tenant, agent, or other party who places a booking or receives the service. If you make a booking on behalf of another person or property owner, you confirm that you are authorised to do so and that the relevant party will comply with these terms. These service terms apply whether the work is one-off, repeat, scheduled, or arranged at short notice.
Nothing in these terms affects any rights you may have under UK consumer law where such rights cannot legally be excluded. If a particular term is found to be unenforceable, the remaining provisions will continue in force. Earlscourt Cleaners may update these terms from time to time, and the version in force at the time of the booking will generally apply to that service unless otherwise agreed in writing.
Booking Process
All bookings are subject to acceptance by Earlscourt Cleaners. A request for service does not constitute a confirmed appointment until we have acknowledged the booking and, where relevant, received any required deposit or pre-authorisation. When a booking is made, the customer must provide accurate and complete information about the property, the type of cleaning required, access arrangements, parking restrictions, urgency, hazards, and any special instructions. The customer must also confirm any known issues that could affect the work, including fragile surfaces, water ingress, pest concerns, biohazards, or restricted areas.
We may provide an estimate or quotation based on the information available at the time. Unless explicitly stated otherwise, quotations are based on the scope described by the customer and may be revised if the actual work required is materially different from the description provided. Earlscourt cleaners reserve the right to decline or reschedule any booking where the requested work falls outside our operational capability, presents a health and safety concern, or cannot be completed within the agreed timeframe. We may also refuse service if the premises are inaccessible, unsafe, or if the customer has failed to disclose material information.
The customer agrees to ensure that the property is available at the agreed time and that necessary access is arranged. If keys, fobs, codes, or permits are needed, they must be supplied in good time and in a usable condition. We are not responsible for delays caused by missing access details, inaccurate addresses, locked rooms, uncollected keys, or third-party interference. If the service cannot begin because access has not been provided, this may be treated as a late cancellation or failed appointment and charges may apply.
Prices, Payments and Charges
Prices may be quoted as a fixed fee, hourly rate, package rate, or on another basis specified at the time of booking. Unless stated otherwise, all prices are exclusive of VAT or inclusive of VAT according to the applicable tax treatment communicated at the point of sale. Any estimate is based on the information supplied and may change if the scope of work changes or if the premises require more time, equipment, materials, or labour than anticipated. Additional work will only be carried out with the customer’s agreement, except where it is reasonably necessary to protect property, prevent damage, or complete the booked service effectively.
Payment terms may vary depending on the nature of the service. In most cases, payment is due upon completion of the work, unless a deposit, advance payment, card pre-authorisation, or invoicing arrangement has been agreed beforehand. The customer is responsible for ensuring that payment methods provided are valid and have sufficient funds available. If a payment is declined, reversed, or not received when due, Earlscourt cleaning services may suspend further work, withhold future bookings, and recover reasonable costs associated with collection or enforcement where permitted by law.
Late payment may result in administrative charges and statutory interest where applicable under UK law, particularly for business customers. Any discounts, promotions, or special rates are discretionary unless expressly confirmed in writing. Refunds are not automatic simply because the customer is dissatisfied with an outcome that is consistent with the agreed scope or the condition of the premises. If an error has occurred on our part, we may offer a repeat visit, partial adjustment, or another reasonable remedy depending on the circumstances.
Cancellations, Rescheduling and Missed Appointments
The customer may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the type of appointment, staffing allocations, and whether materials or specialist equipment have already been committed. If a cancellation is made with insufficient notice, a fee may be charged to cover lost time, travel, or reserved resources. Where a deposit has been paid, it may be retained in whole or in part to reflect losses reasonably incurred, unless a different arrangement has been agreed.
If the customer is not present where attendance is required, or if access is not available at the agreed time, the appointment may be treated as a missed visit. In such cases, the full or partial booking charge may still apply. Earlscourt cleaners will usually attempt to contact the customer where feasible, but we are not obliged to wait beyond a reasonable period unless expressly agreed. Rescheduled appointments are subject to availability, and we cannot guarantee the same staff member, time slot, or service date.
We may cancel or postpone a booking where staff safety, severe weather, equipment failure, illness, or other events outside our reasonable control make it impractical or unsafe to proceed. In those circumstances, we will aim to rearrange the appointment or offer a suitable alternative date. We will not be liable for losses arising from delay or cancellation caused by events beyond our reasonable control, except where liability cannot be excluded under applicable law.
Service Standards and Customer Responsibilities
The customer must prepare the property reasonably before the appointment unless the service expressly includes preparation tasks. Valuable items, fragile objects, cash, jewellery, important papers, and other small or easily misplaced belongings should be secured in advance. We may ask the customer to move items, clear surfaces, or enable access to certain areas where this is necessary to complete the work safely and effectively. Any failure to do so may affect the result and may limit our responsibility for incomplete cleaning in those areas.
Earlscourt Cleaners will use reasonable care and skill in carrying out the agreed work and will aim to meet the service description and any specific instructions recorded at booking. However, outcomes can vary depending on the condition, age, material, and maintenance history of the premises, fittings, and furnishings. Some marks, stains, odours, or residues may be permanent or may require specialist treatment outside standard domestic or commercial cleaning. We do not guarantee the removal of every stain, mould patch, limescale deposit, scorch mark, or embedded contaminant.
The customer must notify us promptly of any concerns about the service, ideally as soon as reasonably possible after completion. This helps us review the issue while the circumstances are still fresh. If the customer continues to use or alter the cleaned area after the appointment, it may be difficult to verify the condition at completion, and our ability to investigate may be limited. Any complaint will be assessed fairly and in line with the scope agreed for the cleaning service.
Liability and Limitations
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under UK law. Subject to that, Earlscourt Cleaners will not be responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity, or loss of goodwill arising from the provision or non-provision of services.
Where we are found liable for loss or damage, our total liability will, to the extent permitted by law, be limited to the amount paid or payable for the specific service giving rise to the claim, or such other lower sum as is fair and lawful in the circumstances. We are not responsible for damage caused by pre-existing defects, unstable fixtures, poor installation, hidden faults, worn materials, or items that deteriorate due to age or prior condition rather than our actions.
The customer is responsible for informing us of any surfaces, finishes, appliances, or materials that require specialist handling. If the customer requests the use of a particular product or method against our recommendation, we may refuse, or we may proceed only if the customer accepts the associated risk and confirms instructions in writing where appropriate. We do not accept liability for damage arising from undisclosed vulnerabilities, manufacturer exclusions, or the customer’s own instructions where those instructions were reasonable to follow and lawful to carry out.
Waste Regulations, Disposal and Environmental Compliance
Waste produced during a service will be managed in accordance with applicable UK waste regulations and environmental obligations. Earlscourt Cleaners will dispose of ordinary cleaning waste in a lawful and responsible manner, and may separate recyclable or general waste where appropriate. However, we are not a licensed carrier for all waste streams, and we do not remove hazardous, clinical, toxic, asbestos-related, chemical, or other specialist waste unless specifically agreed and lawfully permitted to do so.
The customer must disclose any items or substances that may be regulated, dangerous, contaminated, or subject to special disposal requirements. If such materials are found during the service and were not disclosed in advance, we may stop work immediately and request further instructions. Any additional costs arising from lawful disposal, specialist handling, protective equipment, or third-party collection may be charged to the customer where the law allows and where the customer has not provided accurate information beforehand.
We will not knowingly transport, dump, abandon, or mishandle waste. Where materials must be bagged, separated, or prepared for collection, the customer must provide suitable bins, containers, or collection access unless our service agreement states otherwise. The customer remains responsible for ensuring that waste retained on the premises is stored safely and in compliance with local legal requirements. Earlscourt cleaning services may refuse to handle waste that presents an environmental, health, or legal risk.
Insurance, Complaints and Applicable Remedies
We maintain insurance cover that is typical for a professional cleaning company, but insurance does not create a right to compensation beyond these terms or the scope of applicable law. If property damage is alleged, the customer must take reasonable steps to minimise further loss and must preserve the affected item where possible. We may request photographs, a written description, proof of value, and access to inspect the issue before any remedy is considered.
If a complaint is raised and found to be valid, our preferred remedy may include a re-clean, corrective action, partial refund, or other proportionate adjustment. The appropriate remedy will depend on the nature of the issue and whether the outcome materially differs from the service agreed. A complaint will not be accepted merely because a result is subjectively disappointing where the work was performed with reasonable care and skill.
Customers must not withhold payment unless the amount disputed is genuine, specific, and notified to us promptly. Any undisputed portion of an invoice remains payable on time. Nothing in this section prevents the customer from pursuing any statutory rights or claims available under applicable consumer legislation, provided those rights cannot lawfully be waived.
Governing Law and General Provisions
The agreement between the customer and Earlscourt Cleaners is governed by the law of England and Wales. Any dispute or claim arising out of or in connection with these terms, the booking process, the service itself, or any related matter shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, unless mandatory legal rules require otherwise.
If we choose not to enforce a right or remedy at any time, this does not mean we have waived that right or remedy for the future. Headings are included for convenience only and do not affect interpretation. References to a statute or regulation include any amendment, re-enactment, or replacement of that law. These Terms and Conditions form part of the overall service agreement and should be read together with any quotation, booking confirmation, or written service description.
Earlscourt Cleaners may assign or subcontract elements of the service where appropriate, provided the customer receives a service of comparable standard and the arrangement remains lawful. The customer may not assign their rights or obligations without our written consent. By confirming a booking, the customer acknowledges that they have read, understood, and agreed to be bound by these terms as the basis on which the cleaning services are supplied.
