Brent Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Brent Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming a quotation, or allowing our operatives to begin work, the customer agrees to be bound by these terms. In these Terms and Conditions, references to “we”, “us”, and “our” mean Brent Cleaner, and references to “you” and “your” mean the person, business, or organisation that places the booking.

These terms are intended to be clear, fair, and practical. They apply to all cleaning services arranged through Brent Cleaner, including regular cleaning, one-off cleans, deep cleaning, and other similar cleaning appointments. They do not affect your statutory rights where you are dealing as a consumer. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply in full force.

Please read these terms carefully before making a booking. By proceeding, you confirm that you have the authority to request the services at the property or premises concerned. Where the customer is a landlord, tenant, managing agent, business owner, or other representative, that person confirms they are authorised to accept these terms on behalf of the relevant party.

1. Booking Process

Bookings for Brent cleaning services may be made using the available booking methods offered by us at the time of request. A booking is not confirmed until we have acknowledged it and, where relevant, received any required deposit or pre-authorisation. Any quotation provided before confirmation is based on the information supplied by you and may be revised if the scope, condition, or size of the property differs from what was originally described.

When requesting a service, you must provide accurate and complete details, including the type of cleaning required, the address, access arrangements, any special instructions, and any known hazards. If the information provided is incomplete or misleading, we may amend the price, reschedule the appointment, or decline to carry out the service. Brent cleaner services depend on fair and accurate information in order to allocate the correct time, staff, and equipment.

We aim to arrive within the agreed time window, but appointment times are estimates unless we expressly state otherwise. Delays caused by traffic, weather, operational issues, or circumstances beyond our control do not automatically entitle you to compensation. If we anticipate a significant delay or need to rearrange, we will make reasonable efforts to notify you as soon as possible. You must ensure that access is available at the agreed time, including keys, security codes, parking permissions, and any building access requirements.

2. Scope of Services

Our services are limited to the cleaning tasks agreed at the time of booking and confirmed in writing or other recorded format. We may use professional judgment to prioritise tasks where time is limited, but we are not obliged to perform work that has not been agreed in advance. Brent Cleaner does not provide repairs, restoration, pest control, removals, or specialist remediation unless specifically agreed as a separate service.

You are responsible for removing or securing valuables, fragile items, important documents, medicines, cash, and other items that require special care before the cleaning begins. While our team will act with reasonable care, we cannot be responsible for items that were not appropriately stored or protected. If you request that we clean around or near delicate items, you accept the associated risks unless we agree otherwise in writing.

We may refuse to clean areas that present an unreasonable risk to health or safety, including areas with structural damage, exposed wiring, severe contamination, hazardous substances, aggressive animals, or unsafe access conditions. In such cases, we may suspend work immediately and charge for time already spent, travel already incurred, or other costs reasonably incurred in relation to the appointment.

3. Payments and Charges

Prices for Brent cleaner services are usually based on the estimated time required, the size and condition of the property, and the type of cleaning requested. Any quote given by us may be subject to review if the actual condition is materially different from the description provided. If additional work is requested on the day, or if the work takes longer than planned due to hidden dirt, excessive clutter, or restricted access, we may charge an adjusted fee.

Unless otherwise agreed, payment is due immediately upon completion of the service or in accordance with the payment terms stated in the booking confirmation. We may require advance payment, a deposit, or card details to secure the booking. Where payment is not received on time, we may suspend future services, charge reasonable recovery costs, and pursue any outstanding sums through lawful means. All prices are stated inclusive or exclusive of VAT depending on the position communicated at the time of booking.

We accept payment by the methods made available at the time of booking. If a payment is reversed, declined, or disputed without valid reason, you remain liable for the full amount due. Any bank charges, chargeback fees, or third-party collection costs incurred because of non-payment or disputed payment may be added to the amount you owe to the extent permitted by law.

4. Cancellations, Rebooking, and Access Failure

You may cancel or reschedule a cleaning appointment by giving notice within the period stated in your booking confirmation. If no notice period is specified, you should provide reasonable notice. If you cancel late, fail to provide access, or are otherwise unable to proceed with the appointment when our team arrives, we may charge a cancellation fee or full appointment fee where appropriate, particularly where staff, transport, or materials have already been allocated.

If you need to change the date, time, or scope of work, we will try to accommodate the request, but availability cannot be guaranteed. Any change may affect the price, duration, or assigned team. Repeated cancellations or repeated access issues may lead us to refuse future bookings or to require prepayment for subsequent Brent Cleaner appointments. For properties managed by third parties, it is your responsibility to ensure that all relevant parties are informed of the appointment.

If we have to cancel or postpone due to illness, safety, operational reasons, or circumstances outside our control, our liability will be limited to rescheduling the service or refunding any prepaid amount for the affected appointment, at our discretion where lawful. We will not be responsible for indirect losses arising from a cancellation or postponement, except where such limitation is not permitted under applicable law.

5. Customer Responsibilities

You must ensure the property is in a condition that allows the cleaning to proceed safely and efficiently. This includes providing running water, electricity, lighting, and reasonable access to the relevant areas. You must also disclose any conditions that may affect our work, such as infestations, contamination, water damage, recent building work, or the presence of substances that require specialist handling. Failure to disclose such matters may result in additional charges or refusal of service.

Brent cleaning services are provided on the understanding that the customer will cooperate with reasonable instructions from our team. You must not interfere with the work in a way that creates a risk to the staff or delays completion. Where our staff are asked to remove items, move furniture, or use equipment near delicate surfaces, you accept that some minor rearrangement or temporary disturbance may occur as part of the service.

If pets are present, they must be secured in a safe area unless we have agreed otherwise. Aggressive animals, unsafe conditions, or uncooperative occupants may require us to leave the property. In such situations, the booking may be treated as cancelled by the customer, and a fee may apply. We reserve the right to refuse service where staff welfare or safety could reasonably be compromised.

6. Liability and Insurance

We will provide services with reasonable care and skill. If you believe we have caused damage, you must notify us as soon as reasonably possible and in any event within a reasonable time after the issue is discovered. You should retain the item or area in question and provide evidence of the alleged damage where practicable, so that we can assess the matter properly. Failure to notify us promptly may affect our ability to investigate.

Our liability for loss or damage will be limited to the extent permitted by law. We do not exclude liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited. Subject to that, we shall not be liable for indirect, consequential, or economic losses, including loss of profit, loss of business, or loss of opportunity, arising from the use of our Brent cleaner service.

Where an item is fragile, already defective, or inadequately secured, we are not liable for damage that occurs because of its condition. We are also not responsible for pre-existing wear, discolouration, staining, hidden defects, or deterioration that becomes apparent during or after cleaning. If a claim is accepted, our remedy may be limited to repair, replacement, re-performance of the service, or a refund up to the value of the affected service, depending on the circumstances and legal requirements.

7. Waste Handling and Environmental Compliance

We comply with applicable UK waste-handling and environmental obligations. Any waste removed by us in the course of a cleaning job will be handled only in accordance with the service agreed and the law. Unless expressly agreed otherwise, standard cleaning services do not include the removal of controlled waste, hazardous waste, clinical waste, asbestos, chemicals, oils, solvents, sharps, or other regulated materials. Such items must be disclosed before the appointment and may require specialist collection.

You remain responsible for identifying and segregating waste that requires special treatment. We may refuse to touch, move, or dispose of items that appear hazardous, illegal, or unsuitable for ordinary handling. If we reasonably believe that waste presents a health, safety, or regulatory issue, we may stop work immediately and leave the premises. Any additional disposal costs, specialist handling charges, or regulatory fees resulting from undisclosed waste may be passed on to you where lawful.

Where waste is accepted as part of the service, it will be managed in a lawful and environmentally responsible manner. This may include sorting, bagging, or placing waste in the correct receptacles where such actions form part of the agreed service. However, we do not guarantee collection by third-party waste carriers, councils, or landlords, and we are not responsible for delays or refusals by such parties.

8. Complaints and Service Issues

If you are dissatisfied with any part of the service, you should notify us promptly so that we have an opportunity to review the issue. We may request photographs, notes, or other relevant information to help assess the concern. In many cases, a reasonable solution may involve a follow-up visit, a partial refund, or another appropriate remedy depending on the facts and the nature of the complaint.

Complaints must relate to the specific service booked and the agreed scope of work. We will not ordinarily accept complaints based on expectations that were not included in the original booking or where the issue results from pre-existing conditions, unsuitable preparation, or customer instructions. The fact that a complaint is raised does not entitle you to withhold payment for the undisputed portion of the service already completed.

We reserve the right to decline any remedy where the complaint is made unreasonably late, the property has been altered after the visit, or the evidence does not support the alleged problem. Any decision we make under this clause will not limit your legal rights under consumer law where those rights apply.

9. Termination and Suspension

We may suspend or terminate services immediately if you fail to pay, provide unsafe conditions, misuse our services, abuse staff, or otherwise materially breach these terms. We may also refuse future bookings where there is a repeated pattern of cancellations, late payment, dishonesty, or unreasonable conduct. If we terminate due to your breach, you remain responsible for sums due for work completed and any reasonable costs already incurred.

You may also end a recurring arrangement by giving notice in accordance with the booking terms agreed for that service. Any prepaid amounts for future visits may be refunded on a pro-rata basis, less any legitimate deductions already earned or incurred. Termination does not affect rights or obligations that have already accrued before the termination date.

These Terms and Conditions are intended to govern the relationship between you and Brent Cleaner fairly and transparently. If any part of the service is repeatedly used in a way that creates risk, disruption, or non-compliance, we may adjust how the service is provided, including requiring revised instructions, advance payment, or additional safeguards.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. Where the services are supplied in Scotland or Northern Ireland, mandatory local consumer rights or legal rules will apply to the extent required by law, but these terms will otherwise be construed consistently with the governing law stated here.

Any dispute should first be addressed through reasonable discussion and, where appropriate, a formal complaint process. If a dispute cannot be resolved amicably, the courts of England and Wales shall have non-exclusive jurisdiction, subject always to any rights you may have as a consumer to bring proceedings in another competent jurisdiction where those rights cannot lawfully be restricted.

Brent cleaner service bookings are accepted on the basis that the customer has read, understood, and agreed to these Terms and Conditions. We may update these terms from time to time, and the version in force at the time of booking will apply unless a change is required by law or agreed otherwise in writing.