Brent Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Brent Cleaner provides cleaning services to residential and commercial customers in the United Kingdom. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

Definitions

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

Customer means any individual, business, organisation or other entity that requests, books or uses cleaning services provided by Brent Cleaner.

Company, we or us means Brent Cleaner, the cleaning service provider.

Services means any cleaning or related work carried out by the Company, including but not limited to regular domestic cleaning, deep cleaning, end of tenancy cleaning, office cleaning, and one-off cleans.

Booking means a confirmed request by the Customer for the Company to provide Services at a specified property, date and time.

Cleaner means any employee, worker, subcontractor or representative engaged by the Company to perform the Services.

Premises or Property means the address where the Services are to be carried out.

Scope of Services

The Company will provide the Services as agreed with the Customer during the booking process. The scope of work may include specified tasks such as dusting, vacuuming, mopping, kitchen and bathroom cleaning, interior window cleaning, and other agreed items. Any tasks that fall outside the agreed scope may be subject to additional charges and may require additional time or a separate booking.

The Company reserves the right to decline any job which, in its reasonable opinion, presents health and safety risks, involves prohibited materials, or is otherwise unsuitable for the Services offered.

Booking Process

Customers may request a booking through the Company’s designated booking channels. When making a booking, the Customer must provide accurate and complete information, including the type and size of the Property, the nature of the required Services, preferred date and time, and any special requirements.

A booking will be treated as confirmed only when the Company has accepted the request and provided written or electronic confirmation. The Company may require a deposit or pre-payment to secure the booking. The Company reserves the right to refuse any booking at its discretion.

The Customer is responsible for ensuring that the Cleaner has safe and timely access to the Property at the agreed time. Any delay caused by lack of access, incorrect address details, or other Customer-related issues may reduce the time available for the clean or incur additional charges.

Customer Obligations

The Customer must ensure that the Property is reasonably accessible, safe and secure for the Cleaner to carry out the Services. This includes providing access to electricity, running water, lighting and, where relevant, access to communal areas and parking arrangements.

The Customer must inform the Company in advance of any hazards at the Property, including but not limited to alarm systems, aggressive pets, fragile items, restricted areas, or any health and safety risks such as damaged flooring, loose fittings or exposure to hazardous substances.

The Customer agrees not to instruct the Cleaner directly to undertake work that falls outside the Services agreed with the Company, or that may be unsafe or unlawful. All variations to the agreed Services must be arranged with the Company.

Cleaning Standards and Materials

The Company aims to provide Services with reasonable skill and care and to a professional standard consistent with the cleaning industry. Cleaning results may vary depending on the initial condition of the Property, the presence of ingrained dirt, wear and tear, and other factors beyond the Company’s control.

Unless otherwise agreed, the Company will provide the necessary cleaning equipment and products required to perform the Services. If the Customer requests the use of their own products or equipment, they do so at their own risk and the Company will not be liable for any damage or reduced quality of results arising from such use.

Pricing and Payment Terms

The price for the Services will be as quoted to the Customer during the booking process. Prices may be based on hourly rates, fixed fees, or a combination of both, depending on the type of Service. Any estimate provided prior to inspection of the Property is an approximation only and may be adjusted if the actual condition or size of the Property differs from the information provided by the Customer.

Unless otherwise agreed in writing, payment is due immediately upon completion of the Services or in advance where required. The Company accepts payment by the methods communicated to the Customer during the booking process. The Customer must ensure that payment is made in full and on time.

Where Services are provided on a recurring basis, the Company may invoice the Customer after each visit or according to an agreed billing cycle. The Customer must pay each invoice by the due date stated on the invoice. Late payments may result in the suspension of Services and the Company reserves the right to charge reasonable administration fees and interest on overdue amounts, in accordance with applicable UK law.

Deposits and Balances

For certain types of Services, including but not limited to end of tenancy cleans, deep cleans and larger commercial jobs, the Company may require a deposit to secure the booking. The amount and due date of any deposit will be notified to the Customer during the booking process.

Deposits are generally non-refundable if the Customer cancels or materially changes the booking within the applicable cancellation period, as set out in these Terms and Conditions. Any remaining balance is typically due either before or on the day of the Service, as specified by the Company.

Cancellations and Changes by the Customer

The Customer may cancel or reschedule a booking by providing notice to the Company within the timescales set out below. Notice must be given through the same or equivalent communication channel used for the original booking, unless otherwise directed by the Company.

For one-off and end of tenancy cleans, the Customer must provide at least 48 hours’ notice to cancel or reschedule without incurring a cancellation fee. If less than 48 hours’ notice is given, the Company reserves the right to charge up to 50 percent of the total Service price. If less than 24 hours’ notice is provided, the Company may charge up to 100 percent of the Service price.

For regular cleaning arrangements, the Customer must provide at least 24 hours’ notice to cancel or reschedule a specific visit without charge. If less than 24 hours’ notice is given, the Company reserves the right to charge a cancellation fee equivalent to up to the full price of the scheduled visit.

If the Cleaner arrives at the Property at the agreed time but is unable to gain access or is turned away, this may be treated as a late cancellation and the applicable cancellation fee may be charged.

Cancellations and Changes by the Company

The Company aims to honour all confirmed bookings. However, in certain circumstances, such as staff sickness, severe weather, transport disruptions, safety concerns or other events beyond the Company’s reasonable control, the Company may need to cancel or reschedule a booking.

In such cases, the Company will use reasonable efforts to notify the Customer as soon as practicable and to offer an alternative date or time. If no suitable alternative can be agreed, the Company will refund any payment received for the affected booking. The Company shall not be liable for any indirect or consequential loss arising from such cancellation or rescheduling.

Access, Keys and Security

If the Customer provides keys or access devices to the Company, the Company will take reasonable care to keep them secure and to use them only for the purposes of carrying out the Services. It is the Customer’s responsibility to ensure that the Property is adequately insured and that any arrangement for key holding or access is permitted under their insurance policy and tenancy or lease agreements.

The Company is not liable for any loss arising from pre-existing security issues or from keys or access devices that are faulty, damaged or not exclusively under the Company’s control.

Waste Handling and Environmental Regulations

The Company complies with applicable UK waste and environmental regulations as they relate to the provision of cleaning services. The Services typically include the collection and disposal of general household or office waste generated during cleaning, using the Customer’s own waste containers and facilities where available.

The Company does not handle, remove or dispose of hazardous, clinical, regulated or prohibited waste, including but not limited to asbestos, medical waste, needles, syringes, chemical containers, flammable materials or any substance classified as hazardous under UK law. If such materials are identified at the Property, the Cleaner may suspend or refuse the relevant part of the Services and the Customer will be responsible for arranging proper disposal through authorised channels.

The Customer agrees to separate and store their waste in accordance with local collection rules where relevant and acknowledges that the Company cannot be held responsible for the collection or disposal decisions of local waste authorities.

Damage, Breakages and Liability

The Company will carry out the Services with reasonable skill and care. In the event of accidental damage or breakage caused by a Cleaner, the Customer must notify the Company in writing as soon as practicable and in any event within 48 hours of completion of the Services. The Customer must provide details and, if requested, evidence of the damage.

The Company’s liability for any loss or damage arising from the provision of the Services is limited to the cost of repair or replacement of the affected item, taking into account its age, condition and fair market value. The Company may choose, at its discretion, to repair, replace or compensate the Customer for the damaged item.

The Company shall not be liable for normal wear and tear, deterioration due to pre-existing damage, or any damage arising from items that are inherently fragile, poorly installed, improperly secured, or not fit for cleaning with standard methods and products.

To the fullest extent permitted by law, the Company shall not be liable for any indirect, consequential or economic loss, including loss of profits, loss of contracts, loss of use, or loss of opportunity, arising out of or in connection with the Services or these Terms and Conditions.

Insurance

The Company holds insurance cover appropriate to its business activities, subject to the terms, conditions and exclusions of the relevant policy or policies. Details of cover can be made available upon reasonable request. The Customer is responsible for maintaining suitable insurance for the Property and its contents, including cover against accidental damage and theft, as appropriate.

Complaints and Service Issues

The Company aims to deliver a high standard of service. If the Customer is dissatisfied with any aspect of the Services, they must report the issue to the Company within 24 hours of completion of the relevant visit. The Customer should provide clear details of the concern so that the Company can investigate.

Where a complaint is justified, the Company may, at its discretion, offer to re-clean the affected area, provide a partial refund or credit, or take other reasonable remedial action. The Company’s obligation to remedy issues is subject to these Terms and Conditions and to the Customer allowing the Company reasonable access to the Property for inspection or re-cleaning where required.

Health and Safety

The Company and its Cleaners will comply with applicable health and safety legislation while carrying out the Services. The Customer must not request or require the Cleaner to undertake tasks that could compromise their health or safety, including but not limited to working at unsafe heights, moving excessively heavy furniture without adequate assistance, or using unsuitable equipment.

If a Cleaner reasonably considers that a situation is unsafe, they may suspend or refuse the relevant task or portion of the Services. The Customer remains responsible for ensuring that the Property is safe and that any known hazards are addressed or disclosed prior to the visit.

Data Protection and Privacy

The Company will handle personal data in accordance with applicable UK data protection laws. Personal information collected from the Customer will be used for the purposes of managing bookings, providing Services, handling payments, addressing complaints, and other legitimate business purposes.

The Company will take reasonable steps to keep personal data secure and will not sell personal data to third parties. The Company may share necessary information with service providers, insurers or regulatory bodies where required by law or where reasonably necessary to deliver the Services and operate the business.

Force Majeure

The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances or causes beyond its reasonable control. Such events may include, but are not limited to, extreme weather, natural disasters, strikes or industrial disputes, accidents, public health restrictions, and transport or utility failures.

Variation of Terms

The Company may amend these Terms and Conditions from time to time to reflect changes in law, business practices or the nature of the Services. The most current version will apply to new bookings and will be made available upon request. For ongoing regular Services, the Company will notify the Customer of any material changes that may affect their rights or obligations.

Severance

If any provision or part-provision of these Terms and Conditions is found to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.

Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

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 the Services provided by the Company.

Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any other documents expressly incorporated by reference, constitute the entire agreement between the Customer and the Company in relation to the Services. The Customer acknowledges that they have not relied on any statement, promise or representation made or given by or on behalf of the Company that is not set out in these Terms and Conditions.