Cleaner Brent Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Brent provides cleaning services to customers within its operating areas in the United Kingdom. By placing a booking, you agree that you have read, understood and accepted these Terms and Conditions, which form a binding agreement between you and Cleaner Brent.

1. Definitions

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

Customer means the individual or organisation booking or receiving services from Cleaner Brent.

Services means any cleaning or related services supplied by Cleaner Brent as agreed at the time of booking or in writing thereafter.

Cleaner means any employee, contractor or representative engaged by Cleaner Brent to provide the Services.

Premises means the property or location where the Services are to be carried out.

Agreement means the contract between the Customer and Cleaner Brent consisting of these Terms and Conditions and the details specified in the booking confirmation.

2. Scope of Services

Cleaner Brent provides domestic and commercial cleaning services within its service area in the UK. The type of Services, the frequency, and the scope of work will be agreed with the Customer at the time of booking.

Services may include, but are not limited to, regular domestic cleaning, one-off deep cleaning, end-of-tenancy cleaning, office cleaning and other related cleaning tasks. Any tasks not expressly agreed at the time of booking are outside the scope of the Services and may be declined or charged separately.

Cleaner Brent reserves the right to refuse any work that is unsafe, unlawful, or beyond the reasonable capability of the Cleaner, including extreme hoarding situations, hazardous materials, or work that would require specialist equipment or licensing that Cleaner Brent does not hold.

3. Booking Process

Bookings can be made by the Customer through the methods indicated by Cleaner Brent, including online forms or other communication channels made available from time to time.

At the time of booking, the Customer must provide accurate and complete information about the Premises, the required Services, access details, and any specific instructions. Cleaner Brent relies on this information to allocate resources and provide a quotation.

A booking is not confirmed until Cleaner Brent has accepted the booking request and issued a booking confirmation. Cleaner Brent may decline a booking at its discretion, including where resources are unavailable or the requested work is outside its usual scope.

Where an estimate is provided based on information supplied by the Customer, it is given in good faith but is not binding if the Premises condition materially differs from that described or if additional tasks are requested on arrival. In such cases, Cleaner Brent may adjust the price or the duration of the booking following discussion with the Customer.

4. Access to Premises

The Customer is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes arrangements for keys, entry codes, parking where needed, and clear instructions for entering the Premises.

If the Cleaner is unable to gain access, or access is delayed beyond a reasonable waiting time, Cleaner Brent may treat the appointment as cancelled by the Customer and apply the relevant cancellation charges set out in these Terms and Conditions.

The Customer must ensure that the Premises are reasonably clear and accessible for cleaning. Excessive clutter, hoarding, or hazards may prevent the Cleaner from performing some or all of the Services.

5. Customer Obligations

The Customer agrees to:

Provide accurate information at the time of booking and update Cleaner Brent of any changes promptly.

Ensure the Premises are safe and comply with any relevant health and safety requirements.

Secure valuables and inform the Cleaner of any fragile or particularly delicate items or surfaces.

Provide access to basic utilities such as electricity, running water, and adequate lighting during the appointment.

Not directly employ or engage any Cleaner introduced by Cleaner Brent for private work outside the Agreement without prior written consent.

6. Pricing and Payment Terms

Prices for Services are provided to the Customer prior to the booking being confirmed. Prices may be quoted on an hourly basis, a fixed-fee basis, or according to a specified package.

Unless otherwise agreed, payment is due on or before the date of the service. Cleaner Brent may require advance payment or a deposit to secure the booking, particularly for larger or one-off jobs.

Accepted payment methods will be communicated to the Customer during the booking process. The Customer must ensure that payment details provided are valid and that sufficient funds are available.

Where payment is not received in full by the due date, Cleaner Brent reserves the right to suspend further Services until the account is brought up to date and to charge reasonable late payment fees or interest as permitted under UK law.

All prices are quoted in pounds sterling and inclusive or exclusive of any applicable taxes as clearly indicated at the time of booking.

7. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by providing notice within the timeframes specified in this section.

For standard appointments, Cleaner Brent typically requires at least 24 hours notice prior to the scheduled start time. Where the Customer cancels or reschedules with less than the required notice, Cleaner Brent may charge a late cancellation fee up to a reasonable proportion of the service cost to cover allocated time and travel.

For larger or one-off jobs, including end-of-tenancy or deep cleaning, Cleaner Brent may require longer notice, which will be notified to the Customer at the time of booking. Failure to provide such notice may result in forfeiture of any deposit paid or a specified cancellation charge.

If Cleaner Brent needs to cancel or amend a booking due to circumstances beyond its control, such as illness, severe weather, or equipment failure, it will notify the Customer as soon as practicable and offer a rescheduled appointment. Cleaner Brent will not be liable for any indirect loss arising from such cancellation but will refund any pre-paid sums for Services not provided where a reschedule is not possible.

8. Service Standards and Complaints

Cleaner Brent aims to deliver Services with reasonable skill and care and in accordance with industry standards for cleaning services in the UK.

Any complaints or concerns about the Services should be reported to Cleaner Brent as soon as possible, and in any event within 24 hours of completion of the relevant appointment, so that issues can be investigated promptly.

Where a complaint is substantiated and relates to the quality of the Services, Cleaner Brent may, at its discretion, offer a re-clean of the affected area or another appropriate remedy. This is subject to the Customer providing reasonable access and cooperation.

9. Damage, Liability and Insurance

Cleaner Brent holds appropriate insurance cover for public liability in relation to the provision of its Services. Details can be made available for inspection upon reasonable request.

The Customer must report any alleged damage or loss believed to have been caused by a Cleaner in writing as soon as reasonably practicable and, in any event, within 24 hours of discovering the issue. The Customer must provide evidence, allow inspection, and not carry out repairs or replacement before Cleaner Brent has had a reasonable opportunity to investigate.

Cleaner Brent will not be liable for:

Normal wear and tear or deterioration of surfaces or items as a result of reasonable cleaning.

Pre-existing damage, defects, or staining that cannot be removed by normal cleaning methods.

Damage arising from the use of products supplied or specified by the Customer.

Loss or damage to items that are not disclosed as fragile, valuable, or particularly sensitive to cleaning.

Insofar as permitted by UK law, Cleaner Brent excludes liability for any indirect or consequential loss, loss of profit, loss of business, or loss of opportunity. Cleaner Brent's total liability in respect of any claim arising out of or in connection with the Services shall be limited to the total amount paid by the Customer for the specific appointment during which the event giving rise to the claim occurred.

10. Customer Property and Keys

Where the Customer provides keys or access codes, it is the Customer's responsibility to ensure that these are functional and that any changes are communicated to Cleaner Brent in good time.

Cleaner Brent will take reasonable care to safeguard keys and access information but does not accept liability for any loss arising from faults in locks, alarm systems, or security devices not supplied by Cleaner Brent.

If a key is lost due to the fault of Cleaner Brent, liability will generally be limited to the reasonable cost of a replacement key or key cutting. Replacement of entire locking systems will only be considered where strictly necessary and proportionate.

11. Waste Handling and Environmental Regulations

Cleaner Brent complies with applicable UK regulations relating to the handling and disposal of waste arising from cleaning activities.

Rubbish or waste routinely generated during cleaning, such as domestic dust, packaging from cleaning supplies, and general non-hazardous waste, will ordinarily be placed in the Customer's designated household or commercial waste containers at the Premises unless otherwise agreed.

Cleaner Brent does not typically remove waste from the Premises as part of standard Services. Where removal of waste is specifically agreed, it will be carried out in accordance with relevant local and national regulations, and additional charges may apply.

Cleaner Brent does not handle or dispose of hazardous waste, including clinical waste, needles, certain chemicals, asbestos, or any material classified as hazardous under UK law. If such materials are encountered, the Cleaner may suspend work in the affected area and notify the Customer, who will be responsible for arranging appropriate specialist disposal.

12. Health, Safety and Conduct

Cleaner Brent is committed to maintaining a safe working environment for its Cleaners and Customers. Cleaners are instructed to follow reasonable health and safety procedures and to use cleaning products in accordance with manufacturer guidance.

The Customer must not request or insist that the Cleaner undertakes any task that could compromise health, safety, or legal compliance, including working at unsafe heights, handling hazardous materials, or moving extremely heavy objects without appropriate equipment.

Cleaner Brent expects all parties to behave respectfully. Any form of abuse, harassment, or discrimination towards Cleaners will not be tolerated and may result in immediate termination of Services without refund.

13. Data Protection and Privacy

Cleaner Brent collects and processes personal data necessary to manage bookings, provide Services, and handle payments and customer communications. Personal data is handled in accordance with applicable UK data protection laws.

Customer information is used only for legitimate business purposes and is not sold to third parties. It may, however, be shared with service providers or insurers where reasonably required for provision of the Services, administration, or legal compliance.

14. Changes to Terms and Conditions

Cleaner Brent may update these Terms and Conditions from time to time to reflect changes in law, industry practice, or the nature of its Services. The latest version will apply to all new bookings and to ongoing Services following reasonable notice to the Customer.

Continued use of the Services after changes take effect will be deemed acceptance of the updated Terms and Conditions.

15. Suspension and Termination

Cleaner Brent may suspend or terminate the Agreement immediately where the Customer:

Fails to pay any sum due by the required date.

Repeatedly cancels or reschedules appointments at short notice.

Behaves abusively or unlawfully towards Cleaners.

Creates or permits unsafe conditions at the Premises.

On termination, the Customer remains liable for all outstanding sums and any applicable cancellation or late payment fees.

16. Governing Law and Jurisdiction

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.

The parties agree that 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 their subject matter.

17. General Provisions

If any provision of these Terms and Conditions is held by a court or competent authority to be invalid or unenforceable, that provision shall, to the extent required, be deemed deleted, and the remaining provisions shall continue in full force and effect.

No failure or delay by Cleaner Brent in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

These Terms and Conditions, together with the booking confirmation and any agreed variations in writing, constitute the entire agreement between the Customer and Cleaner Brent in relation to the Services.