Ilford Cleaners Service Terms and Conditions

These terms and conditions set out the basis on which Ilford Cleaners provides domestic and commercial cleaning services. By making a booking, the customer agrees to these terms. Please read them carefully before confirming any appointment. These terms are intended to create a clear, fair and practical agreement for both parties, covering the booking process, payment arrangements, cancellations, liability, waste handling, and the law that applies to the service.

In these terms, references to “we”, “us”, and “our” mean Ilford Cleaners, and references to “you” or “the customer” mean the person requesting or receiving the service. The exact scope of work may vary depending on the type of cleaning requested, the size and condition of the premises, and any specific instructions agreed before the appointment. Any special requirements should be disclosed in advance so that we can assess whether the requested service is suitable.

These terms apply to all standard and specialist cleaning services provided by Ilford cleaners, unless a separate written agreement has been made. Nothing in these terms affects your statutory rights as a consumer where applicable. If a provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.

1. Booking Process

A booking is made only when we have confirmed the appointment and, where required, received any deposit or upfront payment agreed at the time of booking. The customer must provide accurate information about the property, access arrangements, the type of cleaning required, and any relevant issues that may affect the service. Examples include pets, fragile surfaces, heavy staining, restricted access, or the presence of hazardous materials. If the information provided is incomplete or incorrect, we may need to revise the service scope, change the price, reschedule the appointment, or decline the booking.

We reserve the right to assess whether the requested service is suitable for the property and for our team. If the premises are in an unsafe condition, or if the task requested falls outside our service capabilities, we may refuse or amend the booking. Any estimated duration or quotation is based on the information supplied by the customer and is not a fixed guarantee unless expressly stated in writing. The final service outcome can depend on the condition of the property and the materials involved.

Customers are responsible for ensuring that the property is accessible at the agreed time. Where access cannot be obtained, or where the customer is absent without prior arrangement, the booking may be treated as a late cancellation or failed appointment. If keys, access codes, or entry instructions are provided, the customer confirms that they are authorised to do so and that such instructions are accurate. We will use reasonable care when handling access items, but the customer remains responsible for any necessary permissions.

If the service requires preparation by the customer, such as clearing surfaces, removing valuables, or providing hot water and electricity, this should be completed before the appointment begins unless otherwise agreed. We may pause or adjust work if essential conditions are not met. Any changes to the agreed service should be requested as soon as possible and are subject to availability and additional charges where applicable.

2. Prices and Payment

Prices for Ilford Cleaners services may be provided as a fixed quote, hourly rate, or estimated range depending on the job. Any quotation is based on the details available at the time and may be adjusted if the actual work differs significantly from the information supplied. Additional charges may apply for extra labour, specialist products, parking costs, congestion-related charges where relevant, inaccessible areas, or services requested on the day that were not included in the original agreement.

Payment terms will be confirmed at the time of booking. Unless stated otherwise, payment is due immediately upon completion of the service. Where a deposit is taken, it may be non-refundable or partially refundable only in accordance with the cancellation terms below. We may accept payment by bank transfer, card, or another agreed method. The customer must ensure that payment is made in full and that any returned, reversed, or failed payments are promptly resolved.

Invoices, where issued, should be paid by the date shown on the invoice. If payment is late, we may charge reasonable administration costs and interest where permitted by law. We also reserve the right to suspend further services until outstanding sums are settled. Any discounts, promotional rates, or special offers apply only where clearly stated and may be withdrawn or amended at our discretion unless already confirmed in a booking.

3. Cancellations, Rescheduling and Missed Appointments

The customer may cancel or request to reschedule a booking, but reasonable notice is required. The amount of notice required may depend on the type of service and will be confirmed at the time of booking where possible. If sufficient notice is not provided, a cancellation charge may apply to cover lost time, planning, and any costs already incurred. For urgent or same-day bookings, shorter cancellation periods may apply.

Where we need to cancel or reschedule due to staff illness, safety concerns, severe weather, equipment failure, or any other event outside our reasonable control, we will aim to give as much notice as possible and offer an alternative time. We are not liable for indirect losses caused by such changes, but any advance payment received for a cancelled appointment will be handled in accordance with the payment terms and applicable law.

If we arrive at the property and are unable to complete the service because access is denied, keys are unavailable, essential utilities are off, or the customer is not present when presence is required, the appointment may be treated as cancelled or missed. In such cases, the full or partial booking fee may remain payable. Any agreed waiting time is at our discretion and may incur additional charges if the delay is substantial.

4. Our Responsibilities and Service Standards

We will perform the cleaning service with reasonable skill and care, using suitable methods and equipment for the agreed task. Our staff will aim to follow the specific instructions provided by the customer, provided they are lawful, safe, and practical. However, some stains, marks, odours, or damage may be permanent or only partly removable depending on the material, age, and condition of the surface. We do not guarantee that every defect will be completely removed.

Where specialist chemicals, treatment methods, or machinery are required, we may decide to limit or decline the work if it is unsafe, inappropriate, or beyond the agreed service. We may also refuse to use products supplied by the customer if we believe they are unsuitable or could damage property. Any advice we give about cleaning methods or product suitability is offered in good faith, but final responsibility remains with the customer unless we supply and apply the product ourselves.

We will take reasonable care to avoid unnecessary disruption and to protect the customer’s property. This includes using standard precautions around furnishings, fixtures, and personal items. Nevertheless, the customer should remove valuables, fragile belongings, and items of sentimental value before the appointment begins. We are not responsible for objects left in unsafe positions or for pre-existing wear, tear, or hidden defects that become apparent during cleaning.

5. Liability and Limitations

Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law. Subject to that, our total liability arising from any booking will be limited to the amount paid or payable for the specific service giving rise to the claim, except where another limit is required by law.

We are not liable for loss or damage caused by information provided by the customer that is inaccurate, incomplete, or misleading, nor for damage arising from hidden defects, existing wear, unsuitable materials, or unsafe conditions at the property. We will not be responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or inconvenience, to the extent permitted by law.

If damage is alleged, the customer must notify us as soon as reasonably possible and in any event within a reasonable period after the service is completed. The customer should preserve the affected item or area and provide reasonable access for inspection. We may investigate the matter, request photographs or further information, and, where appropriate, offer repair, replacement, or reimbursement up to the limit described above.

6. Waste Regulations and Disposal

Any waste generated during cleaning will be handled in a lawful and responsible manner. We will only remove and dispose of waste if this is included in the service and if the materials are suitable for normal collection and disposal. Customers must not ask us to remove hazardous, restricted, or illegal items unless this has been explicitly agreed in advance and can be handled lawfully.

Hazardous waste may include sharp objects, bodily fluids, asbestos-related materials, chemicals, solvents, paint, electrical waste, medical waste, or any substance requiring specialist disposal. If such items are discovered during the service, we may stop work in the affected area, leave the item undisturbed, and ask the customer to arrange proper handling. We may also charge for time spent dealing with restricted waste where permitted by law.

The customer is responsible for informing us of any known contamination, infestation, biohazards, or dangerous materials before the appointment. Where we reasonably believe that waste handling would breach environmental, health, safety, or waste disposal rules, we may refuse to proceed. This includes situations where the premises contain prohibited materials or where lawful disposal arrangements have not been put in place.

7. Customer Obligations

The customer agrees to provide a safe working environment, reasonable access, and accurate information relating to the property and the work requested. The customer must ensure that the area can be cleaned without undue risk to staff, including risks caused by exposed wiring, unstable fixtures, aggressive animals, or unsafe floors. If a risk is identified, we may pause the service until the issue is resolved.

The customer also agrees to secure or remove sensitive items, confidential documents, and any belongings that should not be handled by cleaning staff. Where keys, alarm codes, or access devices are provided, the customer confirms that they are authorised to share them and that such items may be stored and used solely for the purpose of fulfilling the booking. Any breach of this responsibility may affect liability and completion of the service.

Customers must not request work that is unlawful, abusive, discriminatory, or unsafe. Our staff have the right to refuse instructions that would place them at risk or require them to act beyond their competence. We may end a booking early if the environment becomes unsafe, hostile, or materially different from what was agreed. In such cases, fees already earned may still be payable.

8. Complaints and Remedies

If you are dissatisfied with any part of the service, you should tell us as soon as reasonably possible after the appointment. We may ask for photographs, a description of the issue, and an opportunity to inspect the area. Where a complaint is justified, we may decide to return and re-clean the affected area, provide a partial refund, or offer another reasonable remedy, depending on the circumstances.

Any remedy will be assessed fairly and in proportion to the issue raised. A complaint does not automatically entitle the customer to a full refund, especially where work has been completed and the issue is limited in scope. We will consider whether the concern relates to a pre-existing condition, a limitation of the materials used, or an outcome that could not reasonably have been guaranteed.

Nothing in this section prevents either party from using legal rights or remedies available under UK law. However, both parties agree to act reasonably and to give the other side a fair opportunity to resolve the matter before escalating it further. Records relating to the service, including booking details and correspondence, may be used to assess any complaint.

9. Governing Law and General Provisions

These terms and any dispute or claim arising out of or in connection with them are governed by the law of England and Wales. Where applicable, the courts of England and Wales will have exclusive jurisdiction, except where consumer law provides otherwise. If you are a consumer and mandatory rules of another part of the UK apply to you, those rules will be respected to the extent required by law.

If we do not enforce a right or provision immediately, that does not mean we waive it. Any waiver must be made in writing. We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of your booking will normally apply to that booking unless a legal requirement dictates otherwise.

These Ilford cleaners terms represent the full understanding between the parties regarding the service, except where a separate written agreement states otherwise. By proceeding with a booking, you confirm that you have read, understood, and agreed to these terms. This completes the service agreement between the customer and Ilford Cleaners.