Cleaner Brent Terms and Conditions
These Terms and Conditions set out the basis on which Cleaner Brent provides domestic and commercial cleaning services to customers in the UK. By making a booking, the customer confirms that they have read, understood and agreed to these terms. For the purposes of this document, references to we, us and our mean Cleaner Brent, while you and your mean the person requesting the service or the person responsible for payment.
These terms are intended to be clear and fair, and they apply to all standard cleaning appointments, specialist cleaning tasks, and any related services arranged with us. They are designed to explain the booking process, how payments are handled, what happens if a booking is changed or cancelled, and how responsibilities are shared between the customer and Cleaner Brent. Nothing in these terms affects your statutory rights as a consumer under UK law.
We may update these terms from time to time to reflect changes in our services, operational requirements, or applicable law. The version in force at the time your booking is confirmed will normally apply to that booking unless a change is required by law or is necessary for safety, compliance, or service delivery. If a term is found to be unenforceable, the remainder of the terms will continue to apply.
Booking process
Bookings 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 accepted the request and provided confirmation of the service date, approximate time, scope, and any applicable price estimate. We reserve the right to decline a booking where we are unable to meet the requested requirements, where the property or task is unsuitable, or where there are health and safety concerns.
When requesting a cleaning service from Cleaner Brent, you must provide accurate information about the property, the type of cleaning required, access arrangements, parking restrictions where relevant, and any known hazards. If the information supplied is incomplete or inaccurate, we may need to amend the price, reschedule the appointment, or limit the work carried out. Any estimate given before an assessment is based on the details you provide and may change if the actual conditions differ materially.
Unless otherwise agreed, appointments are arranged on the understanding that the property will be reasonably accessible at the agreed time and that utilities such as water and electricity will be available where required for the service. If entry cannot be gained, if the property is not ready, or if work cannot safely proceed for reasons outside our control, the visit may be treated as a late cancellation or failed appointment, and a charge may apply. We will always act reasonably in deciding whether such charges are appropriate.
Service standards and customer responsibilities
We aim to deliver a professional Cleaner Brent service using suitable products, equipment, and working methods. The specific tasks included in a booking will be those agreed at the time of confirmation. Any additional work requested on the day is subject to availability, time, suitability, and an additional charge if agreed. Unless expressly stated, we do not provide a guarantee that every stain, mark, odour, or build-up can be fully removed, as results depend on the condition and nature of the material being cleaned.
You are responsible for ensuring that the working area is reasonably safe and that valuables, fragile items, cash, jewellery, confidential papers, and other sensitive possessions are stored away or pointed out before work begins. Where appropriate, you should inform us of pets, allergies, security systems, unusual access requirements, or any items that must not be moved. We may refuse to move certain items if doing so would create a risk of damage, personal injury, or loss.
We may take reasonable steps to protect surfaces and furnishings, but you acknowledge that normal wear, pre-existing defects, age-related deterioration, and hidden weaknesses may affect the outcome of a clean. If a surface is delicate, unstable, or at risk of damage, you must tell us before the service starts. Our team may pause or stop work if continuing would be unsafe, unlawful, or likely to cause damage. In such cases, we will explain the reason and, where possible, offer an alternative approach.
Payments and charges
Prices will usually be confirmed in advance, either as a fixed amount or as an estimate based on the expected duration and nature of the work. Any estimate is provided in good faith but may be revised if the job takes longer than expected or if the scope changes. Additional charges may also apply for specialist materials, heavy soiling, waste disposal, parking costs, congestion charges, or extra labour where these are necessary and have been agreed or are reasonably unavoidable.
Unless agreed otherwise, payment is due on completion of the service or in accordance with any invoice terms stated in the confirmation. We may require a deposit, advance payment, or card pre-authorisation for certain bookings, especially for larger jobs, one-off specialist cleans, or appointments requiring specific scheduling. If payment is not made when due, we may charge interest and recover reasonable costs in line with the Late Payment of Commercial Debts legislation where applicable, or take other lawful steps to recover outstanding sums.
Where a customer fails to provide access, cancels too late, or materially changes the booking after confirmation, we may charge for time reserved, travel, materials prepared, and any non-recoverable costs already incurred. We will only apply charges that are fair and proportionate to the loss or inconvenience caused. If we need to increase the price because the actual service differs from what was described, we will explain the reason before continuing wherever practicable.
Cancellations, rescheduling, and missed appointments
You may cancel or reschedule a booking by giving us notice as soon as possible. Unless a different period is stated in the booking confirmation, we ask for at least 24 hours’ notice for standard appointments. Cancellations made after that point may attract a charge, especially where staff time, travel, or materials have already been allocated. For larger or specialist jobs, a longer notice period may be required and will be stated in the booking details.
If we need to cancel or reschedule, we will aim to give you reasonable notice and offer an alternative appointment where available. Sometimes cancellations may be necessary because of illness, vehicle failure, adverse weather, unforeseen operational issues, or safety concerns. We will not be liable for delays or cancellation caused by events outside our reasonable control, but we will always try to minimise disruption and, where appropriate, refund any prepaid amount for work not performed.
If our team arrives and cannot gain access, or if the service cannot proceed because the property is not ready or required information has not been provided, the appointment may be recorded as a failed visit. In such circumstances, a call-out or cancellation fee may apply. Repeated missed appointments or abusive conduct may lead us to refuse future bookings. This is to protect our staff and ensure fair treatment of other customers.
Liability and service limitations
We will exercise reasonable care and skill when delivering a Brent cleaning service or any other service arranged under these terms. However, our liability is limited to losses caused directly by our negligence, breach of contract, or wilful misconduct. We are not responsible for indirect losses, loss of profit, loss of opportunity, emotional distress, or any business interruption that is not a direct and foreseeable result of our breach. Nothing in these terms excludes or limits liability where it would be unlawful to do so.
Where damage is alleged to have been caused by our team, you must notify us as soon as reasonably possible and in any event within a reasonable time after discovering the issue. We may ask for photographs, a description of the damage, and the opportunity to inspect the area before any repair or replacement is arranged. If we accept responsibility, our liability will ordinarily be limited to the reasonable cost of repair or replacement, taking account of wear and tear, age, and pre-existing condition. We are not liable for damage arising from hidden defects or unsuitable materials.
To the fullest extent permitted by law, we do not accept responsibility for loss or damage resulting from items left unsecured, delicate fixtures not disclosed in advance, pre-existing faults, or failure to follow our reasonable instructions. You should ensure that insurance arrangements are in place where needed, particularly for high-value items, specialist flooring, artwork, antiques, or commercially sensitive equipment. Our services do not include expert restoration, electrical work, plumbing, or other trades unless expressly agreed in writing.
Waste regulations and disposal
Cleaner Brent operates in accordance with applicable UK waste and environmental rules. Any waste collected, removed, or handled as part of a service will only be dealt with in a lawful and responsible manner. Where a job includes waste removal, you must tell us in advance what type of waste is involved, including whether it may contain sharp objects, biohazards, bulky items, or materials that require specialist handling. We may refuse to move or dispose of waste that is hazardous, unlawful, or beyond the scope of the agreed service.
Unless expressly stated, our cleaning services do not include the removal of regulated waste, hazardous waste, or items requiring special licensing, segregation, or disposal processes. This includes, for example, asbestos, medical waste, certain chemicals, paint products, batteries, electrical waste, and contaminated materials. If such items are found during a visit, we may stop work in that area and ask you to arrange suitable removal. Any attempt to conceal hazardous waste may result in immediate termination of the booking and additional charges where lawful.
Where waste is taken away as part of the service, we will use reasonable care to ensure it is transported and disposed of appropriately and in line with current regulations and duty-of-care principles. You remain responsible for declaring the nature of any waste and for ensuring that it may lawfully be moved or disposed of by us. If a local authority, landlord, managing agent, or other third party imposes separate rules, you must ensure that those rules are satisfied before the service takes place.
Data, conduct, and general provisions
We may collect and use limited personal information to administer bookings, process payments, manage service records, and meet legal obligations. We will handle personal data in accordance with applicable UK data protection law. You agree to provide accurate information and to ensure that any third-party details given to us are supplied with appropriate permission. We may retain records for reasonable administrative, legal, or accounting purposes.
We expect customers to treat our staff with courtesy and respect. Abusive, discriminatory, threatening, or unsafe behaviour may result in the immediate termination of a visit without refund, and we may decline future work. Our team also has the right to stop work if the environment becomes unsafe or if they are asked to perform tasks beyond the agreed scope in conditions that are not suitable. If a situation arises that could affect health, safety, or the quality of service, our decision on whether to proceed will be final at the time.
If any part of these terms is found invalid or unenforceable, the remaining parts will continue in full force. A failure by us to enforce any right or remedy on one occasion does not waive that right in the future. These terms represent the full agreement between you and Cleaner Brent regarding the booking in question unless varied in writing by both parties. No person other than the customer and Cleaner Brent has any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.
These terms are governed by the laws of England and Wales, and any dispute arising out of or in connection with the services will be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protection rules provide otherwise. By placing a booking, you acknowledge that you have read these terms and understand that they form part of the contract for the provision of cleaning services by Cleaner Brent.
