Cleaners E2 Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners E2 provides domestic and commercial cleaning services. By making a booking, you agree to these terms, which are intended to create a clear, fair, and practical framework for both the customer and the cleaning service provider. They cover the booking process, payment arrangements, cancellations, liability, waste handling, and the law that applies to the agreement. For the avoidance of doubt, references to cleaning services in E2, cleaning company E2, or local cleaners are used generally and do not change the scope of these terms.
These terms apply to all appointments arranged with Cleaners E2, whether the service requested is a one-off clean, regular domestic cleaning, end-of-tenancy cleaning, after-builders cleaning, or any other agreed service. Any variation to these terms must be confirmed in writing by the provider. If there is any conflict between these terms and a specific written agreement, the written agreement will prevail only to the extent of that conflict.
We recommend that customers read these terms carefully before confirming a booking. By proceeding with a booking for cleaners E2, you confirm that you have the authority to enter into the agreement, that the property is safe for cleaning work to take place, and that all information provided during the booking process is accurate and complete.
1. Booking Process
Bookings may be requested through the accepted booking channels made available by the provider. When a customer submits a request, it is treated as an invitation to enter into a service agreement rather than an automatic acceptance. A booking becomes confirmed only when the provider has acknowledged the request, agreed the scope of work, and, where relevant, received any required deposit or advance payment. The customer should review all details carefully, including the date, time, type of service, access arrangements, and any special instructions.
Before confirming the appointment, the customer must provide accurate information about the property, the condition of the premises, parking or access restrictions, pets, hazards, fragile items, and any specific cleaning priorities. The cleaning company may rely on the information supplied when allocating staff, equipment, and time. If the property details are incomplete or inaccurate, Cleaners E2 may revise the quote, adjust the service duration, or decline the booking if the scope differs materially from what was disclosed.
Some services may require a pre-clean assessment, photographs, or a checklist in order to determine the appropriate work and price. The provider may refuse or reschedule a booking if the premises present significant health and safety concerns, if suitable access is not available, or if the requested service cannot reasonably be delivered within the time scheduled. Customers must ensure that someone with authority is present where access, keys, or instructions are required. Late changes to the booking may affect availability and cost.
2. Service Scope and Customer Responsibilities
The scope of each cleaning appointment will be the tasks expressly agreed at the time of booking. Unless otherwise stated, the service does not include specialist restoration, deep stain removal beyond reasonable efforts, moving of very heavy furniture, handling dangerous materials, or work requiring trade qualifications. Any additional tasks requested on the day are subject to staff availability, time constraints, and possible extra charges. The cleaning team will use reasonable skill and care, but outcomes may vary depending on the condition of the property, surfaces, and materials present.
The customer must prepare the premises so that cleaning can be carried out safely and efficiently. This includes securing valuables, removing personal items where necessary, and ensuring that floors, worktops, and access areas are available. The provider will not be responsible for delays or reduced service quality caused by clutter, obstructed access, lack of water or electricity, or instructions that are unclear, contradictory, or impractical. If additional time is needed because the property was not presented as described, the provider may charge for the extra labour or rebook the appointment.
Customers must also notify the provider of any allergies, sensitivities, fragile surfaces, or items requiring special handling. While the cleaning service may use suitable products and methods, it is the customer’s responsibility to ask in advance if particular products should be avoided. Any request for eco-friendly products, fragrance-free materials, or alternative techniques should be made before the appointment is confirmed, as availability may affect scheduling and pricing.
3. Payments and Charges
All fees will be agreed before the service is carried out wherever possible. Prices may be shown as hourly rates, fixed fees, or quoted project amounts depending on the nature of the work. Quotes are based on the information supplied and may be revised if the actual service differs from the original description. The customer agrees to pay all applicable charges, including any additional time, materials, parking costs, congestion-related charges if pre-agreed, or surcharges for urgent appointments where these have been clearly communicated.
Payment terms may require advance payment, payment on completion, or payment within a specified period after the invoice date. If a deposit is taken, it may be deducted from the total price unless stated otherwise. The provider may suspend or decline future services if payment is overdue. Any failure to pay on time may result in recovery action and the customer may be liable for reasonable costs associated with collection. Invoices should be checked promptly so that any billing queries can be raised without delay.
Unless stated otherwise, all prices are exclusive of VAT or other taxes where applicable. The provider may amend prices for future bookings, but any confirmed booking will be charged at the agreed rate unless the scope changes or the customer requests additional work. Cleaners E2 is not obliged to continue work beyond the agreed appointment length if payment arrangements are not satisfied or if the customer disputes charges on unreasonable grounds.
4. Cancellations, Rescheduling, and Missed Appointments
Customers may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the service type, but cancellations made at short notice may incur a charge because staff time, travel, and scheduling have already been allocated. Where a fixed appointment is cancelled after the provider has committed resources, the customer may be charged a cancellation fee in line with the notice period set out at the time of booking or in the quotation.
If the customer is unavailable at the agreed time or cannot provide access to the premises, the appointment may be treated as a late cancellation or failed visit. In such cases, the full fee or a substantial portion of the fee may be payable, especially where cleaning staff have attended the site and been unable to carry out the work. Repeated missed appointments may lead to refusal of future bookings. Any refund, if due, will be processed within a reasonable period after the cancellation has been confirmed.
The provider may also need to reschedule due to staff illness, adverse weather, transport disruption, equipment failure, or other events beyond its reasonable control. In these circumstances, Cleaners E2 will make reasonable efforts to offer an alternative appointment. The provider will not be liable for indirect losses caused by a change of date, provided that the service is rearranged within a reasonable time and the customer is informed as soon as practicable.
5. Liability and Limitations
The cleaning service will be performed with reasonable care and skill. However, liability is limited to losses directly caused by proven negligence or breach of contract by the provider. The provider will not be liable for pre-existing damage, wear and tear, hidden defects, items that are insecurely fixed, or damage caused by unsuitable materials, manufacturer faults, or customer instructions that are followed in good faith. Customers are encouraged to report any concerns promptly after the service so that issues can be investigated fairly and efficiently.
To the fullest extent permitted by law, the provider will not be responsible for indirect, special, or consequential losses, including loss of profit, loss of business, or loss of opportunity. 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 lawfully be excluded. If the customer believes that damage has occurred during the service, they must notify the provider within a reasonable period and provide supporting details, including photographs where appropriate.
Where liability is accepted, the provider may choose to repair, replace, re-clean, or compensate up to the value of the affected item or the relevant service charge, whichever is lower and subject to applicable law. Customers should make their own arrangements for valuables, antiques, cash, documents, and irreplaceable items. The cleaning company is not responsible for any item left unsecured or not disclosed as needing special care.
6. Waste Regulations and Disposal
Cleaners E2 operates in line with applicable waste handling and environmental requirements. The service may include the collection of ordinary waste generated during cleaning, such as packaging, dust, or general non-hazardous debris, where this is part of the agreed work. However, the provider does not act as a waste carrier for controlled, hazardous, clinical, or bulky waste unless expressly agreed in writing and lawfully permitted to do so. Customers remain responsible for ensuring that any waste removed from the premises is lawfully presented for collection and disposal.
It is the customer’s duty to identify any substances or materials that may require special treatment, including sharp objects, bodily fluids, chemicals, asbestos, mould contamination, paint, solvents, or electrical waste. The provider may refuse to handle items that are unsafe, prohibited, or outside the scope of the service. If unsuitable waste is discovered during the appointment, the cleaning team may stop work in the affected area and request further instructions. Any additional disposal costs must be agreed before the work continues.
The customer agrees not to place illegal, hazardous, or contaminated items into ordinary waste streams for collection by the service. Where waste is removed as part of the cleaning work, the customer acknowledges that disposal will be undertaken in a lawful and responsible manner. The provider may separate waste for recycling or disposal according to reasonable operational practice and the law. If specialist contractors or local authority services are needed, those arrangements are outside the standard cleaning agreement.
7. Complaints, Changes, and Termination
If the customer is dissatisfied with any aspect of the service, they should notify the provider as soon as reasonably possible, with a clear explanation of the issue. This allows the matter to be assessed and, where appropriate, for a return visit or other remedy to be considered. Any complaint should be made promptly and supported by relevant details. The provider will aim to respond in a fair and proportionate manner, taking into account the nature of the service, the instructions given, and the condition of the premises at the time of attendance.
The provider may amend these terms from time to time to reflect operational, legal, or pricing changes. Updated terms will apply to bookings made after the date of publication or notice, as relevant. The provider may terminate or suspend services immediately if the customer behaves abusively, creates unsafe conditions, requests unlawful work, or repeatedly fails to pay. Either party may end an ongoing regular cleaning arrangement by giving the agreed notice period, or where no notice period has been set, by giving reasonable notice.
These terms are intended to be interpreted in a commercially reasonable way. If any part of the agreement is found to be unenforceable, the remaining provisions will continue in force. No failure or delay by the provider in exercising any right will amount to a waiver of that right.
8. Governing Law
These Terms and Conditions, and any dispute or claim arising from them, are governed by the law of England and Wales. The parties agree that the courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights or legal protections that apply. If a dispute arises, both parties should first seek to resolve the matter informally and in good faith before taking formal action.
By confirming a booking with Cleaners E2, the customer acknowledges that they have read, understood, and agreed to these terms. The agreement is designed to support a professional, transparent, and reliable cleaners E2 service while setting realistic expectations for both sides. In all cases, nothing in these terms affects the customer’s statutory rights.