Camden Cleaners Service Terms and Conditions
These Service Terms and Conditions set out the basis on which Camden Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair and practical understanding of how the cleaning service works. For the purpose of these terms, the expressions “we”, “us” and “our” refer to Camden Cleaners, and “you” or “the customer” refer to the person or business requesting the service.
These cleaning service terms apply to all standard and specialist appointments unless a written variation has been agreed in advance. They should be read alongside any booking confirmation, quote, invoice, or service notes issued for a particular job. If there is any inconsistency between the general terms and a specific written agreement, the written agreement will usually take priority to the extent of that inconsistency.
We reserve the right to update or amend these terms from time to time to reflect operational, legal, or regulatory changes. The version in force at the time of booking will normally apply to the service unless a later written update has been communicated and accepted. Continued use of the service after a notice of change constitutes acceptance of the revised terms, where lawful and appropriate.
1. Booking Process
All bookings are subject to availability and acceptance by Camden Cleaners. A booking request may be made by the customer through the channels made available at the time of enquiry, and it will only become confirmed once we have accepted the request and, where applicable, received any required deposit or pre-authorisation. A quote is not a binding confirmation unless expressly stated as such in writing.
During the booking process, the customer must provide accurate and complete information about the property, the type of cleaning required, access conditions, parking constraints, requested timings, and any known risks or special instructions. The quality and scope of the service may be affected if information is incomplete or incorrect. We may revise the quoted price, duration, or staffing plan if the actual job differs materially from the description provided at the time of booking.
Appointments are scheduled on the assumption that the property is reasonably ready for cleaning. Where the site is not accessible, is excessively cluttered, or contains hazards that were not disclosed, we may need to delay, limit, or reschedule the service. In such cases, any additional time, labour, or return visit may be charged at our applicable rate. Camden cleaners may also refuse or pause the service if the environment is unsafe or unsuitable.
2. Service Scope and Customer Responsibilities
The agreed service will only cover the tasks, rooms, items, or surfaces explicitly included in the booking confirmation or written quotation. Unless specifically stated, the service does not include moving heavy furniture, dismantling fittings, clearing large volumes of waste, handling hazardous materials, or carrying out repairs. We will use reasonable care and skill, but we do not guarantee the removal of every stain, mark, or odour.
The customer is responsible for ensuring that the premises are accessible at the booked time and that any necessary keys, codes, passes, or instructions are available. If entry is delayed because access was not arranged properly, the appointment may still be chargeable. The customer should also secure valuables, cash, confidential documents, jewellery, and fragile items before the service begins. We accept no responsibility for items left unsecured where reasonable care would have suggested they should be removed or protected in advance.
The customer must notify us of any pets, vulnerable occupants, known allergies, broken fixtures, hidden damage, or other matters that could affect the service. If the customer requests the use of particular cleaning products, the request must be compatible with the surface, fabric, or material concerned. We reserve the right to decline the use of products that we consider unsafe, unsuitable, or likely to cause damage.
If additional work is discovered during the visit, we may provide an updated estimate before proceeding. Any extra work will only be carried out with the customer’s approval unless it is reasonably necessary to complete the agreed task safely or to prevent avoidable damage. The service will be deemed completed when the scheduled work has been performed or, where relevant, when the customer has accepted that the agreed scope was fulfilled.
3. Payments, Invoicing and Charges
Payment terms will be confirmed at the point of booking or on the invoice. Camden Cleaners may require full payment in advance, payment on completion, or a deposit to secure the appointment, depending on the type of service and the level of risk involved. Any deposit is non-refundable except where required by law or where we cancel the booking without reasonable cause.
Prices are normally quoted in pounds sterling and may be based on hourly rates, fixed fees, or a combination of both. Unless otherwise stated, quotes are based on the information provided by the customer and may change if the actual service differs in size, complexity, or condition. Where a quote is issued as an estimate, the final invoice may be adjusted to reflect the actual time spent or additional work approved during the appointment.
Invoices must be paid by the due date stated. If payment is not received on time, we may charge reasonable late-payment fees, suspend future services, or seek recovery of outstanding sums through lawful channels. The customer is responsible for any bank charges, card issues, or failed-payment costs arising from their chosen payment method, unless those charges are caused by our own error.
We may request payment details or advance authorisation before work begins. Where a customer disputes an invoice, they must do so promptly and provide reasonable detail. Undisputed amounts must still be paid by the due date. Any discount, credit, or promotional offer will only apply if confirmed in writing and may be withdrawn if booking conditions are not met.
4. Cancellations, Rescheduling and Missed Appointments
Cancellations and rescheduling requests should be made as early as possible. If the customer cancels with insufficient notice, Camden Cleaners may charge a cancellation fee to reflect time reserved, staff assigned, and costs already incurred. The amount of any fee may depend on the type of service, the notice period, and whether the appointment was scheduled as a one-off or recurring service.
If we arrive at the property and are unable to gain access, or if the customer is not present where attendance is required, the booking may be treated as a missed appointment and charged in full or in part. Similarly, if the service cannot proceed because the property is unsafe, substantially misdescribed, or not ready for cleaning, we may apply a call-out or minimum charge. Reasonable notice must be given if access arrangements change.
Where Camden Cleaners needs to cancel or reschedule a booking due to operational issues, staff illness, severe weather, equipment failure, or other circumstances beyond our reasonable control, we will seek to offer an alternative time. We will not usually be liable for indirect losses arising from such changes, provided we act reasonably and communicate with the customer as soon as practicable.
5. Liability and Limitations
We will exercise reasonable skill and care in carrying out our services. However, cleaning work involves inherent risks, particularly where items are fragile, surfaces are aged, or pre-existing damage exists. We are not responsible for damage caused by defective materials, poor workmanship by third parties, hidden faults, structural issues, or items that were already worn, loose, unstable, or improperly installed.
Nothing in these terms excludes or limits liability where it would be unlawful to do so. This includes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited under UK law. Subject to that, our total liability for any claim arising from a service will ordinarily be limited to the amount paid or payable for the particular service giving rise to the claim, unless a different limit is required by law.
We will not be liable for loss of profit, loss of business, loss of opportunity, loss of data, or any indirect or consequential loss. The customer must notify us of any alleged damage or deficiency as soon as reasonably possible after the service. Failure to report a problem promptly may affect our ability to investigate, rectify, or consider the matter fairly.
Any claim relating to damage must be supported by reasonable evidence, including photographs where available, and the customer must allow us a fair opportunity to inspect the issue before repair, replacement, or external action is taken. Where we accept responsibility, our preferred remedy may be cleaning again, repairing, replacing, or paying reasonable compensation at our discretion, subject always to applicable law.
6. Waste, Disposal and Environmental Compliance
The customer is responsible for ensuring that ordinary household waste, refuse, and unwanted items are removed or identified clearly before the service begins, unless waste removal is expressly included in the booking. Camden Cleaners does not operate as an unlicensed waste carrier unless specifically stated, and we will not collect, transport, or dispose of controlled waste, clinical waste, sharps, asbestos, chemicals, or other hazardous materials except where permitted by law and expressly agreed in writing.
Where a cleaning task produces waste that must be handled, it will be managed in accordance with applicable UK waste regulations and only within the scope of our lawful permissions. The customer must disclose any substances or materials that may require special handling. If prohibited or hazardous waste is discovered, we may stop work immediately and request appropriate specialist arrangements. Any time lost or additional attendance required may be charged where lawful.
We aim to operate responsibly and may separate recyclable materials where practical and appropriate. However, recycling or disposal arrangements differ depending on the type of waste and the local facilities available to the relevant property. Unless otherwise agreed, the customer remains responsible for final disposal of all waste not specifically covered by the service.
7. Complaints, Access and Corrections
If the customer believes that a service has not been delivered in accordance with the booking, they should notify us within a reasonable time so that we can assess the issue. We may offer a follow-up visit, a partial refund, or another reasonable remedy depending on the circumstances. Any re-clean or corrective work does not imply acceptance of liability for broader claims beyond the relevant issue.
The customer agrees to cooperate with any reasonable investigation into a complaint. This may include providing access to the property, supplying photos, or describing the issue in a clear way. Where the customer prevents us from inspecting the alleged problem or from returning to correct it, our ability to resolve the matter may be limited.
We may suspend or terminate services if the customer breaches these terms, fails to pay on time, repeatedly cancels at short notice, or behaves in a threatening, abusive, or unsafe manner toward our staff. In such cases, any amounts due for work already completed or costs already incurred remain payable.
For recurring services, repeated non-cooperation, persistent changes to scope, or failure to prepare the property may result in amended service schedules, revised pricing, or termination of the arrangement. We may also refuse future bookings where we reasonably believe that continued service would be impractical, unsafe, or commercially unviable.
8. Governing Law and Jurisdiction
These terms and any dispute or claim arising from them, including non-contractual disputes or claims, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales will have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.
These terms form the entire agreement between the parties regarding the service, unless varied in writing. No person other than the customer and Camden Cleaners has any right to enforce any part of these terms under the Contracts (Rights of Third Parties) Act 1999. Headings are included for convenience only and do not affect interpretation.
Camden Cleaners aims to provide a clear and dependable cleaning service while maintaining fair allocation of responsibility between the parties. By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these terms and conditions.
