Terms and Conditions for Elephantandcastle Cleaner

These Terms and Conditions set out the basis on which Elephantandcastle Cleaner, referred to in this document as “we”, “us” or “our”, provides domestic and commercial cleaning services to customers, referred to as “you” or “the customer”. By making a booking, confirming an appointment, allowing access to a property, or paying a deposit or invoice, you agree to be bound by these terms. If you do not agree with any part of these terms, you should not proceed with a booking.

These terms are intended to create a clear and fair agreement for our cleaning services, including regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, and other related service types that may be offered from time to time. They apply to all jobs accepted by Elephantandcastle Cleaner unless we expressly agree otherwise in writing. Nothing in these terms affects your statutory rights under UK law.

We may update these terms at any time. The version that applies to your booking will normally be the version in force at the time your service is confirmed. If a change is required by law or for operational reasons, continued use of our services after the updated terms are published will be taken as acceptance of the revised wording.

1. Booking Process

A booking is made when you request a service and we confirm that we can provide it. Confirmation may be given in writing, by email, by text message, or through another booking channel we use. A request alone does not guarantee availability. We reserve the right to decline a booking where we are unable to meet the requested date, time, service type, or access requirements.

When you book Elephant and Castle cleaning services, you must provide accurate and complete information, including the property address, preferred service type, number of rooms or areas to be cleaned, any special instructions, parking or access restrictions, and any relevant health and safety information. If the information supplied is incomplete or incorrect, we may revise the quote, reschedule the appointment, or refuse to proceed where the service cannot safely be delivered.

We may provide an estimate or fixed price based on the information available at the time of booking. Any quotation is based on the scope of work described by you. If the actual condition of the property or the work required differs materially from what was described, we may adjust the price, shorten or extend the appointment, or ask for a revised booking. This applies particularly where a property requires additional time, specialist materials, heavy staining treatment, or extra labour beyond the original agreement.

2. Service Standards and Access

To allow us to carry out the service properly, you must ensure that reasonable access is available at the agreed time. This includes arranging entry to the property, providing any keys, codes, or instructions needed, and making sure that the work area is reasonably safe and suitable for cleaning. If access is delayed or refused, we may charge for waiting time, lost time, or a failed visit where appropriate.

You are responsible for removing or securing valuables, cash, jewellery, important documents, fragile items, and any items that may be damaged by moving or cleaning. Although our staff will act with care and professionalism, Elephantandcastle Cleaner is not responsible for items left in unsuitable positions, unsecured, or not disclosed as delicate or high-value. We do not normally move heavy furniture, lift hazardous items, or handle dangerous materials unless this has been expressly agreed in advance.

Our staff will use reasonable skill and care when performing the service. However, cleaning results may vary depending on the condition of the premises, the materials present, the age of surfaces, and the level of soiling. Some stains, marks, or odours may not be fully removable. Any promise to achieve a particular outcome must be expressly stated in writing, and even then remains subject to the condition of the property and compliance with these terms.

3. Payments

Payment terms will be stated at the time of booking or on the invoice. Unless agreed otherwise, payment must be made in full on completion of the service or by the due date shown on the invoice. We may require advance payment, a deposit, or card authorisation before the appointment is confirmed, especially for larger jobs, repeat visits, or services requiring specialist allocation of staff and materials.

We accept payment by the methods we make available from time to time. If payment is taken by direct transfer, card, or another electronic method, you must ensure that the payment details provided are valid and that sufficient funds are available. Any bank charges, chargebacks, or payment failures caused by incorrect details or insufficient funds may be passed on to you where permitted by law. Late payments may result in the suspension of future bookings until all outstanding amounts are cleared.

If additional work is requested on the day of the service, or if the condition of the property means extra time is needed, we may issue a revised invoice. The customer must approve any material increase in price before further work is carried out, unless the extra work is necessary to complete the originally agreed service safely or to address a situation that could not reasonably have been predicted during booking.

4. Cancellations, Rescheduling and Missed Appointments

You may cancel or reschedule a booking by giving us notice within the timeframe stated at the time of booking. If no specific timeframe is stated, a reasonable notice period is expected. Short-notice cancellations may be charged in full or in part where staff, transport, equipment, or time has already been allocated to your appointment. The amount charged will depend on the circumstances and any costs already incurred by us.

If we must cancel or reschedule due to illness, unsafe conditions, weather, staff availability, equipment failure, or any other reason beyond our reasonable control, we will try to provide an alternative date or time. We are not responsible for indirect losses caused by a cancellation or delay, including loss of earnings, missed appointments, or inconvenience, unless such liability cannot be excluded under UK law.

Where a customer is absent, denies access, fails to provide correct entry details, or does not make the property ready for the service, we may treat the appointment as a missed visit and charge a cancellation or call-out fee. Repeated missed appointments or repeated changes may lead to refusal of future bookings. We will act reasonably and in good faith when deciding whether a fee applies.

5. Liability and Insurance

We will take reasonable care when delivering our services, and we expect our staff to behave professionally at all times. However, our liability is limited to the extent permitted by law. We are not liable for pre-existing damage, wear and tear, hidden defects, faulty fixtures, loose fittings, or items that were already damaged before the service began.

We will not be liable for loss or damage caused by your failure to provide accurate information, to secure valuables, to remove hazardous items, or to warn us about fragile surfaces, electrical issues, or other risks. We also will not be liable for damage caused by unsuitable products, materials, or instructions supplied by you, unless the damage is directly caused by our negligence in using them.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Where liability is established and cannot be excluded, our responsibility will be limited to the reasonable cost of repair or replacement of the affected item, or to the amount paid for the service in question, whichever is lower, to the extent permitted by law.

6. Waste Regulations and Disposal

Our cleaning services may involve the removal of ordinary waste, such as dust, vacuumed debris, packaging, or routine refuse produced during the service. You remain responsible for ensuring that the property’s waste arrangements are lawful and suitable for the type of waste generated. We do not provide unlawful disposal services, and we will not remove items that require specialist handling unless agreed in advance and lawfully permitted.

Under UK waste rules, certain materials must be handled separately or disposed of through appropriate authorised channels. These may include hazardous substances, sharp items, medicines, electrical items, contaminated materials, asbestos, bodily fluids, paint, solvents, batteries, and any other regulated waste. If such materials are found, we may refuse to handle them, stop work, or request specialist removal. You must disclose any known regulated waste before the booking is accepted.

If we agree to remove or bag waste as part of the service, you authorise us to carry out that work only to the extent lawfully permitted and only for ordinary domestic or commercial waste that does not require a special permit or specialist carrier. You must not ask our staff to dispose of prohibited items in a general waste stream or in a way that would breach environmental law, local regulations, or site rules. Where necessary, you must arrange compliant disposal yourself.

7. Customer Responsibilities

You agree to provide a safe working environment and to inform us of any condition that may affect the service, including pets, alarms, access restrictions, special surface treatments, or health and safety hazards. If our staff believe that a task is unsafe, illegal, or beyond the agreed scope, they may refuse to carry it out without breach of contract. We may also suspend the service until the issue is resolved.

You are responsible for ensuring that the service matches your requirements. If you want specific tasks completed, such as oven cleaning, window cleaning, or sanitising particular areas, these must be clearly included in the booking. Our standard cleaning services do not automatically include specialist tasks, external areas, or work requiring equipment not normally carried by our team.

By booking, you confirm that you are authorised to arrange the service for the property concerned. If you are booking on behalf of another person, business, landlord, tenant, or managing agent, you warrant that you have the necessary authority to do so and to accept these terms on their behalf. Any dispute about authority may result in delay or cancellation of the service.

8. Complaints and Service Issues

If you believe there is a problem with the service, you should notify us as soon as reasonably possible so that we can review the issue. We may ask for photographs, notes, or other information to help assess the matter. We aim to deal with concerns fairly and promptly, but any review will be based on the agreed scope, the condition of the property, and the information provided before the booking.

If a remedial visit is appropriate, we may offer to return and address the issue within a reasonable time. Any such remedy will be offered without admission of liability where appropriate and will depend on access, safety, and the nature of the complaint. A remedy may not be available where the issue is caused by misuse, normal wear, pre-existing conditions, or the customer’s failure to disclose relevant information.

These terms do not remove any rights you may have under consumer law in the UK. However, where the customer is a business, different legal standards may apply and any implied terms may be limited to the extent permitted by law.

9. Force Majeure

We will not be in breach of these terms if we are delayed or prevented from performing our obligations by events beyond our reasonable control. Such events may include extreme weather, public transport disruption, fire, flood, epidemic, strike, power failure, government restrictions, equipment breakdown, or other unforeseen events. Where possible, we will contact you to rearrange the service.

If a force majeure event makes performance impossible for a prolonged period, either party may cancel the affected booking without further liability, except for any payments already due for services properly provided before the event occurred. We will always act reasonably in deciding whether to postpone, partially complete, or cancel a booking because of exceptional circumstances.

10. Governing Law and General Terms

These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with a booking, the service, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer rules provide otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

We may assign or subcontract our obligations where reasonably necessary to deliver the service, provided this does not materially reduce the standard of service agreed with you. You may not transfer your rights or obligations under these terms without our prior written consent. No variation of these terms will be effective unless agreed by us in writing or clearly confirmed through the relevant booking process.

These Terms and Conditions, together with the booking confirmation and any agreed scope of work, form the entire agreement between you and Elephantandcastle Cleaner in relation to the service. If there is any inconsistency between documents, the written booking confirmation or any signed service agreement will take priority to the extent of that inconsistency.