Harrow Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Harrow Cleaner provides cleaning and related services to customers within its operating areas in the United Kingdom. By making a booking, using our services, or allowing our cleaners access to your premises, you agree to be bound by these Terms and Conditions.

1. Definitions

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

Customer means the individual or organisation booking or receiving services from Harrow Cleaner.

Company means Harrow Cleaner, the provider of the services.

Services means domestic, commercial and specialist cleaning services and any related services provided by Harrow Cleaner.

Premises means the property or properties where the Services are to be carried out.

Cleaner means any employee, worker, subcontractor or representative of Harrow Cleaner assigned to perform the Services.

2. Scope of Services

Harrow Cleaner provides scheduled and one-off cleaning and related services within its designated service areas. The exact scope of work for each visit, including rooms, areas and specific tasks, will be confirmed at the time of booking or in a written confirmation.

Unless expressly agreed otherwise, the Services are limited to general cleaning, such as dusting, vacuuming, mopping, bathroom and kitchen cleaning, and other commonly understood cleaning tasks suitable for domestic and light commercial settings.

Specialist tasks, such as deep stain removal, exterior window cleaning at height, hazardous material cleaning, pest-related cleaning, or heavy building waste removal, may be subject to separate quotations, additional charges and specific safety assessments.

3. Booking Process

Bookings may be requested by the Customer using the Companys accepted booking channels. The Customer is responsible for providing accurate information, including the size and type of Premises, required tasks, preferred dates and times, access instructions, and any known risks or restrictions at the Premises.

A booking request does not constitute acceptance until confirmed by the Company. Confirmation may be provided in writing or in another durable form. The Company reserves the right to refuse any booking at its discretion.

Where regular or recurring Services are requested, the frequency, duration and approximate time slots will be agreed in advance. The Company will use reasonable endeavours to provide the same or similar time slot and, where practicable, the same Cleaner or team, but cannot guarantee this.

4. Access to the Premises

The Customer must ensure safe and reasonable access to the Premises at the agreed time. Access may be provided by the Customer being present or by prior arrangement through keys, key safes, concierge services or other agreed means.

The Customer is responsible for ensuring that any keys or access codes provided to the Company are accurate and that the method of access is secure. The Company will take reasonable care of any keys or access details provided but accepts no liability for loss or damage arising from defective locks, pre-existing security issues, or circumstances beyond its control.

If the Cleaner is unable to gain access at the agreed time due to reasons within the Customers control, the visit may be treated as a late cancellation and may be chargeable in accordance with the cancellation terms below.

5. Customer Obligations

The Customer agrees to:

Provide accurate information about the Premises and the required Services.

Ensure that the Premises are reasonably clear of clutter and hazards so that cleaning can be carried out safely and effectively.

Secure and remove any valuable, fragile or irreplaceable items that the Customer does not wish the Cleaner to handle.

Inform the Company of any health and safety risks, such as loose carpets, broken fixtures, faulty electrics, or the presence of hazardous substances.

Comply with applicable waste and recycling regulations relevant to the Premises and the Services.

6. Pricing and Quotations

Prices for the Services are based on the information supplied by the Customer and the Companys standard rates or any bespoke quotation. Quotations may be given as fixed prices or as estimates based on an hourly rate.

If, upon arrival, the Premises differ substantially from the description provided or if the required work is significantly greater than reasonably anticipated, the Company reserves the right to revise the price, reduce the scope of work to fit the original budget, or decline the work. Any variation in price will, where practicable, be agreed with the Customer before work proceeds.

All prices are stated inclusive or exclusive of applicable taxes, as indicated at the time of booking. The Customer is responsible for any taxes properly chargeable on the Services.

7. Payments

Payment terms will be specified at the time of booking or in the order confirmation. The Company may require advance payment, a deposit, or payment immediately upon completion of the Services, depending on the type and frequency of cleaning.

Where Services are provided on a recurring basis, the Customer may be charged per visit or on a periodic basis, such as weekly or monthly, in accordance with the agreed schedule. The Company may require a valid payment method to be kept on file for ongoing services.

Accepted payment methods will be specified by the Company and may include card payments, bank transfers or other recognised methods of electronic payment. Cash payments are only accepted if expressly agreed in advance.

If payment is not received by the due date, the Company may suspend further Services and reserves the right to charge interest on overdue amounts at the statutory rate or at a reasonable rate permitted by law, together with any reasonable costs of recovery.

8. Cancellations and Rescheduling

The Customer may cancel or reschedule a booking by giving notice within the period stated at the time of booking or in any subsequent confirmation. Unless otherwise specified, the standard minimum notice period is 24 hours before the scheduled start time.

If the Customer cancels or reschedules within the minimum notice period, a cancellation charge may apply, which may be up to the full price of the scheduled visit. Non-attendance due to inability to gain access may also be treated as a late cancellation.

The Company reserves the right to cancel or reschedule Services due to staff illness, operational issues, severe weather, safety concerns, or other circumstances beyond its reasonable control. In such cases, the Company will seek to provide alternative arrangements or a new appointment time. If this is not possible, any prepayment for the affected visit will be refunded or credited.

9. Service Standards and Complaints

The Company aims to provide Services with reasonable skill and care. The Customer is encouraged to inspect the Premises following a visit and promptly notify the Company of any concerns.

Complaints about the quality of the Services should be raised as soon as possible and, in any event, within 48 hours of completion of the relevant visit. This allows the Company a reasonable opportunity to investigate and, where appropriate, to rectify any issues.

Where a complaint is justified, the Company may, at its discretion, offer a re-clean of the affected areas, a partial refund, or a credit toward future Services. The Companys liability remains subject to the limitations set out in these Terms and Conditions.

10. Customer Property and Security

The Customer is responsible for the safe custody of valuables, important documents and fragile items. The Company recommends that such items are stored securely before the Cleaner arrives.

The Company will take reasonable measures to ensure that Cleaners respect the Customers property and privacy. However, the Company cannot be held liable for loss of cash, jewellery or other valuables not properly secured, unless caused directly by proven negligence or wilful misconduct by the Company or its representatives.

Any allegation of theft or serious misconduct will be treated with urgency and, where appropriate, reported to the relevant authorities. The Customer may be required to provide evidence and to cooperate fully with any investigation.

11. Cleaning Materials and Equipment

The Company may provide its own cleaning materials and equipment or may, if agreed, use products supplied by the Customer. Where the Customers products or equipment are used, the Customer is responsible for ensuring they are safe, suitable for the surfaces to be cleaned, and compliant with applicable safety regulations.

The Company is not liable for any damage or failure of Customer-supplied products or equipment. If the Customer insists on the use of a particular product or method against the Companys recommendation, the Customer accepts the associated risks.

12. Waste and Environmental Regulations

The Company complies with applicable UK waste and environmental regulations relevant to its operations. Standard household and light commercial waste arising naturally from cleaning activities will be handled and disposed of using the waste facilities at the Premises, such as bins provided by the Customer.

The Company is not a licensed carrier for significant quantities of waste, hazardous materials, or controlled substances. The Services do not include removal or transport of hazardous waste, medical waste, sharp objects that present a material risk, or building rubble unless expressly agreed in writing and carried out in accordance with applicable regulations.

The Customer is responsible for ensuring that waste receptacles and recycling containers at the Premises are suitable, accessible and compliant with local requirements. The Company may refuse to handle waste that appears unsafe, improperly contained, or outside the normal scope of domestic or routine commercial cleaning.

13. Health and Safety

The Company and its Cleaners will follow reasonable health and safety practices when providing the Services. The Customer must inform the Company of any specific risks at the Premises, including the presence of dangerous pets, structural defects, hazardous materials, or areas that are not safe to access.

The Company may refuse to provide Services, in whole or in part, if the Premises are deemed unsafe or if conditions materially differ from those disclosed at the time of booking. Any such refusal made on health and safety grounds will not give rise to liability on the part of the Company.

14. Liability and Limitations

The Company will exercise reasonable care and skill in providing the Services. However, the Companys liability is subject to the following limitations, to the fullest extent permitted by law.

The Company is not liable for:

Normal wear and tear or deterioration of surfaces, fabrics or fixtures that may occur or become apparent during cleaning.

Pre-existing damage, defects or staining that cannot be removed by normal cleaning methods.

Damage resulting from the use of Customer-supplied products or equipment, or from instructions given by the Customer that contradict the Companys advice.

Loss or damage arising from inaccurate information provided by the Customer, or from failure to secure valuables or fragile items.

Indirect or consequential losses, including loss of profit, loss of use, or loss of opportunity.

The Companys total aggregate liability for any claim arising out of or in connection with the Services, whether in contract, tort or otherwise, shall be limited to the total amount paid by the Customer for the specific visit or service in respect of which the claim arises.

Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be limited or excluded under UK law.

15. Insurance

The Company maintains appropriate insurance cover in respect of its cleaning operations, subject to policy terms, conditions and exclusions. Details of insurance cover may be provided upon reasonable request.

16. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, natural disasters, acts of government, pandemics, labour disputes, utility failures, or transport disruptions.

17. Termination of Regular Services

For ongoing or regular cleaning arrangements, either party may terminate the agreement by giving the notice period specified at the start of the service or, if none is specified, by giving at least 14 days written notice.

The Company may terminate or suspend Services with immediate effect if the Customer fails to pay sums due, behaves abusively toward staff, creates unsafe working conditions, or otherwise materially breaches these Terms and Conditions.

18. Privacy and Data Protection

The Company will handle personal data in accordance with applicable UK data protection law. Personal information will be used primarily for managing bookings, delivering the Services, processing payments, and communicating with the Customer. Data will be retained only for as long as reasonably necessary for these purposes or as required by law.

19. Amendments to These Terms

The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, best practice, or operational requirements. The latest version will apply to new bookings and to ongoing Services after reasonable notice has been given to the Customer.

20. Governing Law and Jurisdiction

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

The parties agree that 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 Harrow Cleaner.

21. General Provisions

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. No failure or delay by the Company in exercising any right or remedy shall constitute a waiver of that or any other right or remedy.

These Terms and Conditions constitute the entire agreement between the Customer and the Company in relation to the Services, and supersede any prior representations, understandings or agreements, whether written or oral, relating to the same subject matter.

By placing a booking or accepting the provision of Services, the Customer acknowledges that they have read, understood and agree to these Terms and Conditions.