Camden Cleaners Service Terms and Conditions
These service terms and conditions apply to all domestic and commercial cleaning services provided by Camden Cleaners. By making a booking, confirming a service, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to set out the basis on which our cleaning services are delivered, including how bookings are made, how payments are handled, when cancellations apply, what liabilities are accepted, how waste is managed, and which laws govern the agreement. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.
These terms apply whether the service is a one-off appointment, an end-of-tenancy clean, a regular domestic clean, a commercial cleaning visit, or any other agreed Camden cleaning service. Special conditions may apply to certain work, and where a written service order or estimate contains additional terms, those will apply alongside these terms unless expressly stated otherwise. In the event of any inconsistency, the more specific written service order will take priority for the relevant booking.
Customers are responsible for ensuring that any information supplied when arranging a Camden Cleaners appointment is accurate and complete. This includes details about access, parking restrictions, the size and condition of the property, specific cleaning requirements, and any items or surfaces needing special care. We rely on that information when setting service expectations, allocating time, and assigning the appropriate cleaning team.
Booking Process
All bookings are subject to availability and are only confirmed once Camden Cleaners has accepted the request. A booking may be made through an agreed communication channel, and confirmation may be provided verbally, electronically, or in writing. An enquiry does not itself create a binding contract until the service date, scope, and any applicable price have been agreed. We may decline a booking where the requested work is outside our service scope, where we are unable to provide suitable staff, or where the premises present an unacceptable health and safety risk.
When confirming a cleaning appointment, the customer must clearly state the service required, preferred date and time, any access instructions, and any known hazards, including fragile fittings, specialist surfaces, excessive clutter, pest issues, or contamination. Camden Cleaners may request photographs or additional information before confirming the booking. If the customer’s description materially differs from the actual condition on arrival, we reserve the right to adjust the price, reduce the scope of work, reschedule, or decline the service if it cannot reasonably be completed safely.
The customer must ensure that we can access the property at the agreed time. If access is delayed or denied, the booking may be treated as a late cancellation or failed appointment, and charges may still apply. Any keys, codes, alarm instructions, or other access arrangements provided to us will be handled with reasonable care. However, the customer remains responsible for making sure those arrangements are correct and usable. Camden cleaners may refuse to enter a property if access conditions are unsafe, unlawful, or likely to cause damage.
Payments and Charges
Prices are based on the service agreed at booking and may depend on the type of clean, duration, property size, level of soiling, specialist treatment required, and any materials or equipment supplied by Camden Cleaners. Unless stated otherwise, quotations are estimates based on the information provided by the customer. If the property or work differs from what was originally described, the final charge may be revised to reflect the actual time, effort, or extra resources required. Additional charges may also apply for urgent bookings, out-of-hours attendance, parking fees, congestion charges, or special waste handling where agreed.
Payment terms will be communicated at the time of booking or on the invoice. Camden Cleaners may require advance payment, a deposit, part-payment, or full payment upon completion, depending on the nature of the service and the customer’s account status. Unless otherwise agreed in writing, invoices are payable immediately on receipt or within the stated period on the invoice. If payment is not received when due, we may suspend future services, charge reasonable recovery costs, and charge interest on overdue sums in accordance with applicable law.
Where a customer pays by card, bank transfer, or any other approved method, the customer confirms that they are authorised to use that payment method and that sufficient funds are available. Any dispute concerning an invoice must be raised promptly and in good faith. Undisputed amounts remain payable even if another part of the invoice is questioned. Camden Cleaners may withhold future bookings from customers who repeatedly fail to pay on time, provide invalid payment details, or dispute charges without reasonable basis.
Cancellations, Rescheduling, and Missed Appointments
Cancellations and rescheduling requests must be made within a reasonable time before the appointment. Where a booking is cancelled after the service has been scheduled and resources have been allocated, Camden Cleaners may charge a cancellation fee. The amount of any fee will depend on how much notice is given and whether staff, transport, equipment, or materials have already been committed to the booking. Very late cancellations, including cancellations made shortly before arrival, may be charged in full or in part.
If the customer wishes to reschedule, we will try to accommodate a new date subject to availability. However, rescheduling is not guaranteed. If a cleaning team arrives and is unable to begin work because of locked premises, absent occupants, no safe access, incorrect address details, or failure to provide required information, the appointment may be treated as a missed visit. In such cases, the customer may still be charged for the time lost and any reasonable costs incurred.
Camden Cleaners may also cancel or postpone a service where circumstances beyond our control make it impossible or unsafe to proceed. This includes severe weather, staff illness, transport disruption, power failure, fire, flooding, pest infestation, or any event that creates risk to people or property. Where possible, we will notify the customer as soon as practicable and offer an alternative date. We will not be liable for indirect loss arising from a cancellation or postponement made for safety or operational reasons.
Service Standards and Customer Responsibilities
Camden Cleaners will use reasonable skill and care when providing services and will aim to deliver work in line with the agreed scope. Cleaning outcomes can vary depending on the condition of the property, the materials present, previous maintenance, and the time available. Certain stains, residues, odours, limescale, mould, paint marks, or longstanding damage may not be removable. We do not guarantee that every mark will be eliminated or that surfaces will be restored to a like-new condition.
The customer must make sure the property is in a condition that allows safe and effective cleaning. This includes removing personal valuables, storing delicate items securely, advising us of hidden risks, and ensuring that electricity, hot water, and other utilities are available where needed. The customer should also warn us about any allergies, sensitivities, fragile surfaces, security systems, or restricted areas. Camden cleaning services may be limited where the environment is overcrowded, unhygienic, unsafe, or contains prohibited materials.
Where the customer asks us to move items, handle contents, or clean around possessions, the customer accepts that minor movement may be necessary to complete the work. Although we will act carefully, customers should remove highly valuable, sentimental, or irreplaceable items before the service begins. We are not responsible for pre-existing damage, concealed defects, or deterioration caused by normal wear and tear. Any complaint about the standard of work should be raised promptly so that we can consider inspection or remedial action where appropriate.
Liability and Insurance
Camden Cleaners accepts liability for direct loss or damage caused by our proven negligence, subject to the limits set out in these terms and to any mandatory rights the customer may have under law. Our liability is limited to the reasonable cost of repair or replacement of the affected item, or the value of the relevant service fee, whichever is lower, unless a greater remedy is required by law. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.
We are not responsible for indirect or consequential losses, including loss of profit, loss of business, missed deadlines, inconvenience, emotional distress, or reputational damage, except where such loss is expressly recoverable under law. We are also not liable for damage caused by defective materials, unstable fittings, weak fixtures, aged surfaces, pre-existing faults, hidden defects, or the customer’s failure to provide accurate information. If the customer requests a method that involves known risk, the customer accepts that certain outcomes may be beyond our control.
Any claim for loss or damage must be reported as soon as reasonably possible and, in any event, within a reasonable time after discovery. The customer must allow Camden Cleaners a fair opportunity to inspect the issue, gather information, and, where appropriate, remedy the problem. Customers should not arrange repairs, replacements, or disposal of the affected item before giving us an opportunity to assess the claim, unless immediate action is needed to reduce further damage or meet a legal duty.
Waste Management and Regulations
All services are carried out in accordance with applicable waste regulations, environmental requirements, and health and safety obligations in the United Kingdom. Camden Cleaners will handle waste generated by our work in a lawful and responsible manner. This may include collecting general waste arising from the service, segregating materials where necessary, and using approved disposal routes. We will not knowingly remove, transport, or dispose of controlled, hazardous, or illegal materials unless expressly agreed in advance and permitted by law.
The customer must disclose any waste, sharps, chemicals, bodily fluids, biohazards, asbestos, mould contamination, pest-related waste, or other regulated material before the service begins. If such items are discovered during the visit and were not disclosed in advance, we may stop work immediately, take safety precautions, and charge additional fees for any necessary specialist handling or aborted attendance. In some cases, we may require the customer to arrange specialist disposal through a licensed contractor rather than allowing our team to proceed.
Customers must not ask Camden Cleaners to remove items that they are not legally entitled to dispose of or that require special authorisation. Any waste we remove in the course of service remains subject to relevant disposal rules, and the customer agrees to cooperate with reasonable requests relating to segregation, packaging, access, or documentation. We may refuse to transport waste where doing so would breach legal requirements, endanger personnel, or exceed the scope of the agreed service.
Suspension, Termination, and Events Outside Our Control
Camden Cleaners may suspend or terminate a booking, contract, or ongoing service arrangement if the customer materially breaches these terms, fails to pay sums due, repeatedly obstructs access, or behaves abusively, unlawfully, or in a manner that creates health and safety risk. We may also terminate if we reasonably believe that continuing would breach legal or regulatory obligations. Any termination under this clause does not affect rights or obligations that have already accrued, including payment for completed work or charges incurred before termination.
We are not liable for any failure or delay in performing our obligations where the failure or delay is caused by events outside our reasonable control. This includes, without limitation, strikes, transport disruption, utility failure, epidemics, extreme weather, acts of government, civil unrest, fire, flood, accident, or shortages of labour or materials. If an event outside our control continues for a prolonged period, either party may agree to reschedule or, where necessary, bring the affected booking to an end without further liability, except for payment for services already delivered.
Nothing in these terms limits the customer’s statutory rights, and nothing prevents Camden Cleaners from relying on any defence or limitation available under applicable law. If any provision is interpreted by a court or tribunal as overly broad, that provision shall be read down to the minimum extent necessary to make it enforceable. Any waiver of a right must be in writing and will apply only to the specific instance stated.
Governing Law and General Provisions
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, subject to any mandatory consumer rights that may apply. If the customer is based elsewhere in the United Kingdom, these terms will still be interpreted and enforced under the same governing law unless a different mandatory rule applies.
The headings in these terms are for convenience only and do not affect interpretation. References to a person include individuals, companies, partnerships, and other legal entities. A failure by Camden Cleaners to enforce any right or provision on one occasion does not waive that right for any future occasion. The customer may not assign or transfer a booking or contract without our prior written consent. We may assign our rights where reasonably necessary in connection with business administration or legal compliance.
By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms and conditions. These terms form the basis of the contract between the customer and Camden Cleaners and should be read together with any written estimate, invoice, or service specification issued for the relevant cleaning service. If the customer requires clarification, any request should be made before the service begins so that expectations are clear and the agreement remains fair, lawful, and practical for both parties.
