Harrow Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Harrow Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, you agree to the terms below, which are designed to create a clear, fair and lawful service arrangement between the customer and the cleaning provider. These terms apply to standard cleaning, deep cleaning, end-of-tenancy cleaning, specialist cleaning and any other agreed cleaning service supplied under the Harrow cleaning service brand.

In these Terms, references to “we”, “us” and “our” mean the service provider operating as Harrow Cleaner, and references to “you” or “the customer” mean the person requesting or paying for the service. Any variation to these terms must be agreed in writing. If any part of these Terms is found unenforceable under UK law, the remaining provisions will continue to apply in full force.

We aim to provide a professional cleaner in Harrow service with transparent expectations regarding scheduling, access, payment and responsibilities. These Terms should be read carefully before booking, as they explain how appointments are accepted, when charges are due, what happens if a visit is cancelled, and the limits of our liability. They also explain how waste and disposal matters are handled in line with UK legal requirements.

1. Booking Process

A booking is only confirmed once we have accepted the request and provided confirmation of the agreed date, time, service type and price estimate or quotation. Any request submitted by the customer is an offer to purchase services, not a binding acceptance by us. We reserve the right to decline a booking for operational, safety or availability reasons. If changes are required to the scope of work, the price may be adjusted before the service begins.

The customer must provide accurate information when booking, including the property address, access arrangements, service requirements, room count where relevant, and any known hazards or special conditions. The Harrow Cleaner terms assume that the information supplied at the time of booking is correct. If incorrect or incomplete information results in extra time, extra labour or a different level of service, we may revise the final charge accordingly.

We may request photographs, notes or a description of the area to be cleaned so that we can assess the work appropriately. This helps us provide a suitable cleaning plan and avoid misunderstandings about the expected outcome. Where a booking involves specialist cleaning materials, heavy soil, excessive clutter, biohazard risk or delicate surfaces, we may set additional conditions or refuse the service if it cannot be carried out safely.

2. Service Standards and Customer Responsibilities

Our staff or contractors will perform the cleaning with reasonable care and skill, using suitable products and equipment as agreed for the job. However, the customer remains responsible for ensuring the property is accessible, reasonably safe and ready for work to begin. This includes securing pets, providing working utilities where needed, and removing valuable, fragile or irreplaceable items from the cleaning area unless prior arrangements have been made.

The customer must ensure that any keys, fobs, codes or access instructions are provided in good time. If access is delayed, the appointment may be shortened, rescheduled or cancelled, and waiting time may be charged. If the service is not able to proceed because access is denied or the property is unsuitable, the customer may still be liable for a call-out or cancellation charge. This applies to both routine Harrow cleaning services and one-off visits.

We do not guarantee the removal of every stain, mark or odour, especially where the item is aged, damaged, porous or previously treated with unsuitable products. Cleaning outcomes may vary depending on the condition of the property and the materials present. The service is provided on a best-efforts basis unless a written guarantee has been expressly offered for a specific task. Any such guarantee will be limited to the stated scope and conditions.

3. Payments and Charges

Prices are generally based on the service type, property size, cleaning duration, required equipment and any special conditions. Quotations are provided in good faith using the information available at the time. If the actual work differs materially from the original description, we may increase the price to reflect the additional labour, materials or time. All prices are stated in pounds sterling unless otherwise agreed.

Payment terms will be confirmed during booking. In many cases, payment is due on completion of the service, but we may require advance payment, part payment or a deposit for larger, specialist or recurring jobs. If payment is made by card, bank transfer or another digital method, the customer must ensure sufficient funds are available and that the payment method is authorised for the transaction. Harrow Cleaner payment terms may also include an admin fee for failed transactions or chargebacks where permitted by law.

Late payments may result in suspension of future services and recovery action where necessary. If an invoice remains unpaid after the agreed due date, we may charge interest and reasonable costs in accordance with applicable UK legislation, including the late payment rules where relevant. Any discounts, promotional rates or package pricing are valid only for the specific period and conditions stated at the time of offer.

4. Amendments to Booking

If you wish to change the date, time or scope of a confirmed service, you must notify us as early as possible. We will do our best to accommodate changes, but availability cannot be guaranteed. A change may affect the price, team allocation or service duration. Amendments requested at short notice may be treated as a cancellation followed by a new booking if the original slot cannot be reused.

5. Cancellations, Delays and Non-Attendance

Cancellations must be made within the notice period stated at the time of booking. If no separate notice period has been agreed, a reasonable notice period should be given. Where sufficient notice is provided, no cancellation charge may apply; however, where a booking is cancelled too late for us to reallocate the time slot, a fee may be charged to cover lost business and administrative costs. This applies to all Harrow cleaner services.

If we must cancel or postpone a visit due to illness, emergency, weather disruption, equipment failure or other circumstances beyond our reasonable control, we will seek to rearrange the appointment at the earliest practical time. We will not be liable for indirect losses caused by such postponement, provided we act reasonably and keep the customer informed. In cases where a deposit has been paid for a service we cannot deliver, the deposit will be handled in line with the cancellation arrangement and applicable law.

If our team arrives but cannot gain access, cannot safely perform the work, or finds that the property conditions materially differ from those agreed, the appointment may be deemed wasted time. In such cases, a full or partial charge may apply. Customers are responsible for ensuring the booking details are accurate and that the property can be serviced within the scheduled appointment window.

6. Liability and Limitations

We will exercise reasonable care and skill in providing our services, but our liability is limited to the extent permitted by UK law. 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. Subject to those exceptions, we are not liable for losses that are indirect, consequential or not reasonably foreseeable at the time of booking.

The customer should remove items of high value, sentimental items, cash, documents and fragile belongings before cleaning begins. We are not responsible for pre-existing damage, hidden defects, wear and tear, loose fixtures, unstable furniture, defective appliances or items that become damaged because they were already compromised. Where we are found responsible for direct physical damage caused by our negligence, our liability will generally be limited to the cost of repair or replacement of the affected item, up to a reasonable amount and subject to evidence.

We are not liable for losses caused by the customer’s failure to follow our instructions, disclose hazards or provide safe access. This includes damage caused by unsuitable cleaning products requested by the customer, damage to non-cleanable surfaces, and harm arising from untreated mould, infestation, asbestos, bloodborne materials or other specialist risks not disclosed in advance. If there is any concern about a surface or material, we may decline to clean it.

7. Waste Regulations and Disposal

All waste handling carried out as part of the service will be managed in accordance with applicable UK waste regulations and environmental obligations. The customer remains responsible for arranging lawful disposal of household, commercial or bulky waste unless we have expressly agreed to remove it as part of the booking. Any waste removed by us will be handled responsibly and in compliance with the applicable legal framework, including proper segregation where required.

We do not dispose of hazardous waste, clinical waste, asbestos, solvents, chemical containers, needles, sharps, controlled substances or any other regulated material unless specifically agreed in advance and lawfully permitted. If such items are discovered during cleaning, we may stop work and request that the customer arrange appropriate specialist disposal. Under no circumstances should the customer ask us to dispose of waste unlawfully or in a manner that could breach environmental law.

Where rubbish bags, packaging or general debris are collected during a cleaning visit, these will be left at the agreed disposal point or removed only if such removal has been included in the service and can be carried out safely and legally. The customer must provide accurate information about waste type and quantity. If waste appears to be contaminated, excessive or non-standard, we may revise the price, refuse removal or terminate the service.

8. Data, Complaints and Communication

We may collect and use personal data for booking administration, payment processing, service delivery and record keeping. Any processing of personal data will be handled in accordance with applicable UK data protection law. We retain only the information necessary to manage the service and fulfil legal or accounting obligations. Communication may be made by phone, email, text message or other agreed method for purposes connected with the booking.

If you have a complaint about the service, you should raise it promptly so that we have a fair opportunity to review the matter and, where appropriate, offer a remedy. Supporting details may be requested, such as photographs, date/time information and a description of the concern. Complaints will be assessed on the facts, taking into account the service scope, property condition and the standards reasonably expected of a professional Harrow cleaner company.

We may rely on written instructions, booking notes and messages exchanged with the customer as part of our records. Customers should keep copies of any confirmations or special requests. Any failure to report a concern in a timely manner may make it harder to investigate, though this does not affect any statutory rights that cannot be excluded by contract.

9. Force Majeure

We are not responsible for failure or delay in performance caused by events outside our reasonable control. This may include severe weather, transport disruption, industrial action, fire, flood, governmental restrictions, equipment shortages, public health events or other unforeseen circumstances. If a force majeure event occurs, we may suspend, rearrange or cancel the service without liability for resulting loss, provided we take reasonable steps to minimise disruption.

Where possible, we will inform the customer of any disruption and propose an alternative appointment. If the service cannot continue safely or lawfully, both parties may agree to terminate the booking. Any payments already made will be treated in accordance with the cancellation and refund position applicable to the circumstances and any mandatory legal rights.

These Terms and Conditions are governed by the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction over any dispute arising from or connected with them, except where mandatory law requires otherwise. If you are a consumer resident elsewhere in the UK, your statutory rights under applicable local law are not affected.

We may update these Terms from time to time to reflect changes in law, operating procedures or service requirements. The version in force at the time of your booking will apply to that booking unless a change is required by law. Continued use of the service after any update will be treated as acceptance of the revised terms for future bookings.

Harrow Cleaner aims to provide a reliable, lawful and professional service under clear rules that protect both the customer and the provider. By proceeding with a booking, you confirm that you have read, understood and agreed to these Terms and Conditions, including the provisions on booking process, payments, cancellations, liability, waste regulations and governing law.