Cleaners Urrey Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Urrey provides domestic and commercial cleaning services in the UK. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are designed to explain the service process clearly, protect both the customer and the cleaning provider, and set out the standards that apply to every cleaning appointment. In these terms, references to “we”, “us”, and “our” mean Cleaners Urrey, and references to “you” or “the customer” mean the person, business, or organisation that requests the service. We aim to keep our cleaning services terms straightforward, fair, and practical.
These terms apply to all routine, one-off, deep, end-of-tenancy, post-build, and specialist cleaning services supplied by us unless a separate written agreement states otherwise. If any part of a quotation, service schedule, or written confirmation differs from these terms, the written confirmation will take priority for that booking only. Our cleaners service terms are intended to clarify expectations rather than limit your legal rights as a consumer where those rights cannot lawfully be excluded.
Please read these conditions carefully before booking. By proceeding, you confirm that you have authority to accept them on behalf of all occupants or decision-makers connected to the property or premises. The customer is responsible for ensuring that the service requested is suitable for the property condition, the scope of work, and any known hazards. These terms also apply where the service is arranged by a landlord, tenant, letting agent, office manager, facilities team, or another authorised representative. Our UK cleaning terms are written to be transparent and to reduce misunderstandings before work begins.
Booking Process
All bookings are subject to availability and may be made through any approved booking method offered by us. A booking is only confirmed when we have accepted the request and, where applicable, received any required deposit, advance payment, or written confirmation. Until confirmation is issued, no service date or time should be treated as guaranteed. We may decline a booking if the requested service is outside our normal scope, if we cannot safely access the property, or if the conditions appear unsuitable for the team or equipment.
When making a booking, you must provide accurate information about the property, the service type, access arrangements, parking, special instructions, and any known cleaning issues. If the information provided is incomplete or inaccurate, the final service, duration, or price may need to be adjusted. A quotation is based on the details provided at the time of booking and on the assumption that the property can be cleaned under normal working conditions. If the actual condition is substantially different, we may revise the quotation, the schedule, or the assigned team before starting work.
For larger or more specialised jobs, we may ask for photographs, a checklist, a site visit, or further details before confirming the appointment. 
You are responsible for ensuring that access is available at the agreed time and that the premises are ready for cleaning, including reasonable clearance of personal items where required. If access is delayed or blocked, the appointment may still be charged in full or in part. We may also reschedule if circumstances make it unsafe, impractical, or impossible to complete the service as agreed. These cleaners terms and conditions are designed to keep bookings efficient and realistic.
Payments and Charges
Unless otherwise stated in writing, prices are quoted in pounds sterling and are subject to the terms agreed at the time of booking. Charges may be based on an hourly rate, a fixed fee, a property size assessment, or the nature of the task. Any estimate given before inspection is not a guarantee of the final price if the actual work required differs from the information originally supplied. We reserve the right to charge for additional time, labour, specialist products, or extra tasks requested on site by the customer or by an authorised representative.
Payment terms will be explained during booking or in the quotation. In some cases, payment must be made in advance, in others on completion, and in some commercial arrangements under separate invoicing terms. If a deposit is required, the booking may not be secured until that deposit is received. Any outstanding balance must be paid by the due date stated on the invoice or payment request. Failure to pay on time may result in suspension of future services, additional administration charges, or recovery action where lawful. Our cleaners booking terms and payment rules apply equally to recurring and one-off appointments.
Discounts, promotional rates, and special offers are offered at our discretion and may be withdrawn or changed without notice, except where already confirmed for a specific booking. Prices may also change if the service is postponed, the scope increases, or access conditions are more difficult than expected. If payment is made by card, bank transfer, direct debit, or another approved method, you must ensure that the payment details are correct and that sufficient funds are available. Any chargeback or payment dispute raised without reasonable cause may be treated as a breach of these terms.
Cancellations, Rescheduling, and Missed Appointments
You may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may depend on the service type, the size of the job, whether materials have been ordered, and whether the team has already been allocated. If you cancel too late, we may charge a cancellation fee to cover lost time, scheduling disruption, and any unavoidable costs already incurred. For one-off or urgent services, a shorter cancellation window may apply if this is stated in the booking confirmation.
If we must cancel or reschedule due to illness, severe weather, equipment failure, access problems, safety concerns, or other circumstances beyond our control, we will contact you as soon as reasonably practicable and offer an alternative date or time where available. We are not responsible for any indirect loss caused by a cancellation or delay, provided we have acted reasonably. If the service cannot be performed because you fail to provide access, fail to make payment, or provide incorrect information, the appointment may be treated as a late cancellation or missed visit and charged accordingly.
For recurring cleaning arrangements, either party may terminate future visits by giving the notice stated in the booking confirmation or, if none is stated, a reasonable period of notice. 
Any changes to the agreed schedule should be confirmed in writing where possible. If you ask us to leave keys, enter by code, or use another access method, you are responsible for ensuring that the information is accurate and secure. We will take reasonable care of keys and access items while they are in our possession, but you remain responsible for changing codes or taking other security measures if circumstances require it. These UK cleaners terms support predictable scheduling for both sides.
Service Standards and Customer Responsibilities
We will carry out the agreed cleaning services with reasonable skill and care, using suitable products and methods for the task. However, cleaning results can depend on the age, condition, and material of surfaces, as well as the level of soiling, staining, wear, and prior maintenance. Some marks, odours, limescale, ingrained dirt, mould, paint residue, or permanent stains may not be fully removable. Unless specifically included in the quotation, we do not guarantee restoration, refurbishment, sanitisation to a medical standard, or removal of damage that is already present.
You must ensure that the property is reasonably safe for cleaning. This includes, where relevant, providing notice of fragile items, loose fittings, defective electrics, hidden hazards, water leaks, pest infestation, sharp objects, or surfaces that should not be treated with certain chemicals. We are entitled to refuse or stop work if we believe a task is unsafe or would risk damage. The customer should secure valuables, confidential papers, and irreplaceable personal items before the appointment, as we cannot be responsible for items left in exposed or inappropriate locations.
Where specialist equipment, heavy lifting, ladder work, or restricted access is required, you must tell us in advance so we can decide whether the task can be completed safely and lawfully. Any request to move furniture, appliances, or large objects is accepted only at our discretion and only where it can be done without unreasonable risk. If the property contains areas that are inaccessible, excessively cluttered, or contaminated beyond ordinary cleaning standards, we may limit the scope of work and still charge for time spent preparing or assessing the area.
Liability and Limitations
We accept responsibility for loss or damage caused directly by our negligence, wilful misconduct, or breach of contract, subject to the limits set out in these terms and any mandatory legal rights that apply. If an issue arises, you must notify us as soon as reasonably possible and provide enough information for us to investigate. Where appropriate, we may offer to repair, re-clean, replace, or compensate for the affected item or area, depending on the circumstances and extent of the loss.
We are not liable for pre-existing damage, ordinary wear and tear, defects in materials, hidden faults, or deterioration caused by age, exposure, or unsuitable maintenance. We are also not responsible for losses resulting from inaccurate information, inadequate access, non-disclosure of hazards, or the customer’s failure to follow our instructions. To the fullest extent permitted by law, we exclude liability for indirect or consequential losses such as loss of profit, loss of business, loss of opportunity, or reputational harm. This limitation applies whether the claim is in contract, tort, or otherwise.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded. 
If we are found liable for any claim arising from the services, our total liability will not exceed the amount paid or payable for the specific service giving rise to the claim, except where law requires otherwise. You are encouraged to check that your own insurance cover is adequate for the items, surfaces, or areas being cleaned. These cleaning service terms and conditions are intended to be fair and proportionate.
Waste, Disposal, and Environmental Rules
Any waste, packaging, disposable cloths, collected debris, and cleaning residues created during the service will be handled in accordance with applicable waste regulations and environmental requirements. We will use reasonable care to separate, contain, and dispose of waste in an appropriate manner where this is included in the service or where disposal is reasonably incidental to the cleaning work. However, the customer remains responsible for arranging the removal of any waste that exceeds normal household or commercial cleaning waste, unless otherwise agreed in writing.
We do not remove hazardous, clinical, toxic, corrosive, or controlled waste unless we have expressly agreed to do so and are legally permitted to handle it. This includes items such as asbestos, needles, chemical drums, paint thinners, biohazard material, and similar substances. If we encounter suspected hazardous waste, we may stop work immediately and ask for safe removal arrangements. You must tell us in advance if the property contains waste that requires special handling, certification, or disposal procedures. Any additional expense associated with lawful disposal may be added to the service charge.
We aim to use cleaning products responsibly and in a way that minimises environmental impact, subject to the needs of the task and the surfaces being treated. Where customers request particular products or methods, we will consider those requests, but we are not obliged to use materials that are ineffective, unsafe, incompatible with the property, or inconsistent with our professional standards. If you require proof of disposal, transfer notes, or other records for commercial or regulated waste, this must be requested in advance and may be subject to a separate charge.
Data, Complaints, Changes, and Governing Law
We may collect and use personal data only as needed to manage bookings, communicate about services, issue invoices, maintain records, and meet legal obligations. We handle such information in accordance with applicable data protection laws. Details provided for a booking must be accurate and kept up to date. We may retain service records for accounting, compliance, operational, or dispute-resolution purposes for a reasonable period. Any complaint about the service should be raised promptly so that we can review the matter and, where appropriate, take corrective action.
We may update these terms from time to time to reflect changes in our services, legal requirements, or operational processes. The version in force at the time of booking will apply to that specific booking unless a change is required by law. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect. No failure or delay by us in enforcing a right will operate as a waiver of that right.
These Terms and Conditions and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction over any dispute, unless mandatory legal rules provide otherwise. By booking with Cleaners Urrey, you acknowledge that you have read, understood, and agreed to these terms, which are intended to support a reliable and professional cleaners service agreement for all parties involved.
