Terms and Conditions for Shoreditch Cleaners
These terms and conditions set out the basis on which Shoreditch Cleaners provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming a quotation, or allowing our team to begin work, you agree to be bound by these terms. Please read them carefully before placing an order for any cleaning service, including one-off cleans, regular cleans, deep cleans, end-of-tenancy cleans, or specialist cleaning tasks.
In these terms, “we”, “us”, and “our” refer to Shoreditch Cleaners, and “you” refers to the customer, client, or person making the booking. These service terms are designed to be clear, fair, and practical. They explain how bookings are accepted, how payments are handled, what happens if a booking is cancelled, how liability is limited, and how waste and disposal rules apply. They also explain the law that governs the agreement.
We may update these terms from time to time. Any revised version will apply from the date it is published or otherwise communicated to you. If a change is made after a booking has been accepted, the version in force at the time of booking will normally apply to that booking unless a change is required by law. It is your responsibility to review the terms before each new booking, especially if your requirements or the scope of the Shoreditch cleaning service have changed.
Booking Process
All bookings are subject to availability and acceptance by us. A request for a cleaning appointment does not guarantee a slot until we have confirmed it. When you submit a booking request, you must provide accurate and complete information, including the address, type of property, access arrangements, preferred date and time, and any known risks or special instructions. If the information you provide is incomplete or inaccurate, we may need to revise the quote, change the schedule, or refuse the booking.
We may provide an estimate, fixed quote, or price range depending on the service requested. Any quote will be based on the information available at the time. If the job differs materially from the description provided, we may adjust the price, limit the work to the originally agreed scope, or ask for additional time. Examples include heavier-than-expected soiling, extra rooms, restricted access, unsafe conditions, or the presence of items requiring special handling. A Shoreditch Cleaners booking is only confirmed once we have accepted the order and, where applicable, received any required deposit or pre-authorisation.
You must ensure that the property is ready for the agreed service start time. This includes providing access, keys, codes, parking permissions where relevant, and adequate utilities such as electricity and water if needed for the job. If our team cannot access the property or cannot safely perform the work because arrangements were not made in advance, this may be treated as a late cancellation or a wasted visit charge. We reserve the right to decline to carry out work that is unsafe, unlawful, or materially different from what was booked.
Payments and Charges
Unless otherwise agreed in writing, payment is due in accordance with the invoice or booking confirmation. We may require full payment in advance, a deposit, or payment on completion depending on the service and the level of risk involved. Accepted payment methods may include bank transfer, card payment, or other methods we specify. If a payment fails, is reversed, or is not received by the due date, we may suspend or refuse further work and may charge reasonable recovery costs permitted by law.
All prices are stated in pounds sterling and, unless expressly stated otherwise, may be subject to applicable taxes. Any quoted amount applies only to the services described at the time of booking. Additional tasks requested on the day, or work required because the property condition was materially misdescribed, may be charged separately. Where a job takes longer than estimated due to circumstances outside our control, such as excessive build-up, hidden contamination, or restricted access, we may increase the charge on a fair and proportionate basis.
We may also charge waiting time, call-out fees, or wasted journey fees where appropriate and permitted by law. Examples include no access to the property, no one present when required, failure to provide keys, or a customer’s refusal to allow the agreed work to proceed after we have arrived. Any such charge will be based on the reasonable loss incurred and will be explained in the invoice or booking record. A cleaning services agreement does not include any promise of a fixed outcome where the condition of the property prevents that outcome.
Cancellations, Rescheduling, and No-Access Situations
You may cancel or reschedule a booking by giving us notice in advance. The amount of notice required may vary depending on the type of service, the scale of the job, and whether we have already allocated staff, equipment, or specialist materials. If sufficient notice is given, we will usually offer a new appointment or a refund, subject to any non-refundable costs already incurred. If notice is not sufficient, cancellation charges may apply.
Cancellations made shortly before the booking, including on the day of the appointment, may result in a charge because we may have reserved time that could not be reallocated. The same applies if access is not provided, if the property is uninhabitable or unsafe, or if the service cannot proceed for reasons within your control. If you need to change the scope of the work, you should tell us as early as possible so that we can reassess the booking and update the quotation if necessary.
We may reschedule or cancel a booking if we are unable to provide the service due to illness, severe weather, vehicle failure, staff shortage, safety concerns, or circumstances beyond our reasonable control. In such cases, we will use reasonable efforts to rearrange the appointment. Where a prepayment has been made for a service that we cannot supply, we will offer a refund for the affected portion, unless the law or the booking terms allow a different remedy. This does not affect any rights you may have under consumer law.
Service Standards, Access, and Customer Responsibilities
You are responsible for removing personal valuables, cash, jewellery, fragile items, and confidential documents before the appointment unless you have specifically agreed otherwise with us. While our team will take reasonable care, cleaning work involves movement within the property and may disturb items if they are left in accessible areas. You must also tell us about any hazards, including broken glass, asbestos, mould, pests, biohazards, sharp objects, or structural defects. Where these issues are not disclosed in advance, we may stop work until the problem is addressed or refuse to continue for health and safety reasons.
You must ensure that any person living in or occupying the property is informed of the booking and any required access arrangements. If children, pets, or vulnerable persons are present, you must make appropriate arrangements so that the service can be carried out safely. We may pause or stop work if conditions are unsuitable or if continuing would create risk. Our team is not required to move heavy furniture, disconnect appliances, or carry out electrical, plumbing, or repair tasks unless this is expressly included in the service description and legally permissible.
We will use reasonable skill and care in performing the agreed cleaning tasks. However, some surfaces, fabrics, fixtures, and finishes can be delicate, pre-damaged, or unsuitable for certain products or methods. You should tell us about manufacturer warnings, special-care instructions, or previous damage. If you ask us to use a particular product or method against our advice, you do so at your own risk. Any UK cleaning terms requiring particular attention to care will be followed where practicable, but we cannot guarantee that every stain, mark, or odour can be removed completely.
Waste, Disposal, and Regulatory Compliance
We operate in accordance with applicable UK waste handling and disposal requirements. Unless otherwise agreed, our standard cleaning service covers the collection and removal of ordinary waste generated during the cleaning process, such as packaging, dust, disposable wipes, and routine debris. We do not generally remove hazardous waste, medical waste, chemicals, paints, solvents, oils, sharps, or any other controlled materials unless this has been specifically agreed and can be lawfully handled.
If a job is likely to produce waste beyond normal domestic refuse, you must notify us before the booking is confirmed. This may apply to clearance-type work, post-renovation debris, large quantities of rubbish, contaminated materials, or items requiring authorised disposal routes. Where waste disposal is arranged, you must ensure that the waste is accurately described. If the waste is misdescribed or contains prohibited items, we may refuse to remove it and may charge for the wasted attendance. Any Shoreditch Cleaners service involving waste must comply with all relevant legal obligations.
You remain responsible for ensuring that the property owner, landlord, managing agent, or occupier permits any disposal activity that is not part of ordinary cleaning. We are not liable for penalties, fines, or claims arising from waste that is concealed, misclassified, or not declared correctly by you. We may also decline to transport waste if we believe doing so would breach environmental, health, or licensing requirements. Disposal decisions will be made in line with lawful and responsible practice, and we may provide evidence of lawful handling where reasonably available.
Liability and Limitations
Nothing in these terms limits or excludes liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded under English law. Subject to that, we are not responsible for loss or damage caused by pre-existing defects, ordinary wear and tear, hidden faults, manufacturer defects, or the inherent fragility of items or surfaces. We are also not liable for indirect or consequential losses, loss of profit, loss of business, or loss of opportunity.
Where we are found liable for direct loss or damage, our liability will generally be limited to the amount paid or payable for the specific service that gave rise to the claim, except where the law provides otherwise. You should inspect the completed work promptly and notify us of any concerns within a reasonable time. Failure to raise an issue quickly may make it harder to investigate. We may, at our discretion, re-perform the relevant part of the service, offer a partial refund, or agree another proportionate remedy.
We are not liable for damage caused by items that were already broken, unstable, poorly secured, improperly installed, or unsuitable for cleaning. We are also not liable where damage results from your instructions, from the use of products you supplied, or from your failure to disclose relevant information. If any claim relates to a loss that could reasonably have been prevented by you, your own actions or omissions may reduce or extinguish our liability to the extent permitted by law.
Insurance, Complaints, and Dispute Handling
We maintain appropriate insurance cover for the nature of the services we provide, but insurance does not create a guarantee of compensation in every case. Any claim should be supported by clear details, including the date of service, a description of the issue, and any available photographs or evidence. We may inspect the property or affected item before deciding on a remedy. If we ask for reasonable cooperation in investigating a matter, you should provide it promptly so that we can assess the situation fairly.
If you have a concern about the service, you should raise it as soon as possible after completion. We will review the issue in good faith and aim to propose a proportionate solution. Many concerns can be resolved by clarification, a return visit, or a partial adjustment. You agree not to withhold payment for undisputed amounts while a separate issue is being assessed, unless required by law. This does not affect any rights you may have under consumer protection legislation.
If a dispute cannot be resolved informally, both parties should first try to settle the matter through reasonable written communication and, where appropriate, without prejudice negotiations. Nothing in these terms prevents either party from seeking legal advice or pursuing a formal remedy. We may assign or subcontract performance of the service to suitably qualified personnel, provided the quality and scope remain consistent with the booking confirmation and applicable law.
Governing Law and General Provisions
These terms and any dispute or claim arising from them are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. If any part of these terms is found to be unlawful, invalid, or unenforceable, the remainder will continue in full force and effect.
No failure or delay by us in enforcing any right under these terms shall operate as a waiver of that right. You may not assign your rights or obligations under the booking without our prior written consent. We may transfer our rights and obligations where this does not materially affect your rights. These terms form the entire agreement between you and us in relation to the relevant booking and supersede any prior discussion, quotation, or understanding that is not expressly included in writing.
By using Shoreditch Cleaners, you confirm that you understand these terms and that you have authority to agree to them on behalf of yourself, your household, or the relevant business or property owner. These cleaning terms and conditions are intended to support a transparent service relationship, consistent standards, and fair allocation of responsibility. Please retain a copy for your records before confirming any new cleaning booking.
