Terms and Conditions for Maida Vale Cleaners

These terms and conditions set out the basis on which Maida Vale Cleaners provides domestic and commercial cleaning services across the UK. By making a booking, the customer agrees to be bound by these terms. They are intended to clarify how our cleaning services are arranged, delivered, paid for and cancelled, and to explain the responsibilities of both parties in a clear and fair way.

For the purposes of these terms, “we”, “us” and “our” refer to Maida Vale Cleaners, and “you” or “the customer” refers to the person requesting or receiving the service. These terms apply to all standard cleaning services, deep cleaning, end of tenancy cleaning, upholstery-related work, and any additional cleaning tasks agreed in writing or in the booking confirmation. Nothing in these terms affects your statutory rights as a consumer.

We aim to keep our service conditions straightforward while still covering important practical matters. This document should be read carefully before confirming a booking. If you request a service from Maida Vale Cleaners, you are confirming that you have the authority to enter into this agreement and that the information you provide is accurate and complete.

1. Booking Process

Bookings may be made by telephone, email, online form, or any other method we make available. A booking is only confirmed once we have accepted the request and issued a written confirmation or equivalent notice. A quotation, estimate, or availability check does not in itself create a binding agreement. We may decline a booking at our discretion, particularly where the requested work falls outside our service scope or where safe access cannot be reasonably arranged.

When placing a booking, you must provide accurate details about the property, the type of cleaning required, preferred dates and times, parking restrictions if relevant, access arrangements, and any special instructions or known hazards. If the information provided is incomplete or incorrect, we may need to revise the price, reschedule the appointment, or, in some cases, refuse to proceed. It is your responsibility to ensure that the property is ready for cleaning at the agreed time.

If an Maida Vale cleaners booking is made on behalf of another person or business, the person making the booking confirms that they have authority to do so and accept responsibility for payment unless otherwise agreed in writing. We may contact you to verify the details before the appointment. Any changes requested after confirmation are subject to our availability and may affect the final charge.

2. Service Delivery and Access

Our team will attend the property at the scheduled time or within a reasonable arrival window where exact timing is affected by traffic, weather, or operational constraints. While we make every effort to arrive as planned, we do not guarantee exact arrival times. If there is a delay beyond our reasonable control, we will aim to notify you as soon as practicable.

You must provide safe and suitable access to the premises. This includes ensuring that someone is present to grant entry where required, or that entry instructions, keys, codes, and permits are supplied in advance. If our staff are unable to gain access, or if access is delayed, we may charge a waiting fee or a wasted attendance fee. We are not responsible for missed appointments caused by access failures, locked areas, incorrect instructions, or unavailable utilities where those utilities are necessary for the work.

The customer should remove or secure valuables, fragile items, confidential documents, and any items that should not be handled during cleaning. Although our staff will act with reasonable care, Maida Vale Cleaners is not responsible for items that were left exposed, unstable, damaged, or improperly stored unless loss or damage arises from our negligence.

3. Payments

All prices are stated in pounds sterling unless otherwise agreed. Quotes may be based on an estimate of time, room count, property condition, or scope of work. If the actual work differs materially from the information originally supplied, we may amend the price to reflect the time, labour, materials, or equipment required. Any price change will normally be explained before the additional work is carried out.

Payment is due in full on completion of the service unless a different arrangement has been agreed in advance in writing. We may require a deposit for certain bookings, including larger jobs, repeat appointments, or peak-period services. Where a deposit is taken, it may be non-refundable in accordance with the cancellation terms below. We may accept bank transfer, card payment, or another approved method. We are not obliged to begin or continue work where payment arrangements have not been confirmed.

If payment is overdue, we may charge reasonable recovery costs and interest where permitted by law. Any disputed charges must be raised promptly and in good faith. The customer may not withhold payment for an undisputed part of the service merely because there is a disagreement about another part. Invoices must be paid by the due date stated on the invoice or booking confirmation.

4. Cancellations, Rescheduling and Refunds

You may cancel or reschedule a booking by providing notice in advance. The amount of notice required may vary depending on the type of service, but unless a different arrangement is stated in the booking confirmation, at least 24 hours’ notice should be provided. If you cancel with sufficient notice, any prepaid amount may be refunded, less any reasonable non-recoverable costs already incurred. Deposits may be retained where stated at the time of booking.

If cancellation is made with less than the required notice, if access is refused, or if the property is unavailable for the agreed service, we may charge a late cancellation fee or the full booking amount where appropriate and lawful. This reflects the reserved time, staffing, and preparation costs associated with the appointment. Where a service is partially completed due to cancellation by the customer, we may charge for the work already undertaken.

We may also reschedule or cancel a booking if we are unable to provide the service due to illness, safety concerns, severe weather, equipment failure, or other circumstances beyond our control. In such cases, we will use reasonable efforts to offer a new appointment or refund any prepaid amount for work not performed. Your statutory rights remain unaffected.

5. Liability and Limitations

We will provide our services with reasonable skill and care. If we fail to do so, you may be entitled to have the issue corrected, a partial refund, or another appropriate remedy, depending on the circumstances. However, our liability is limited to losses that are foreseeable and directly caused by our breach of these terms or by our negligence.

We are not liable for indirect or consequential losses, including loss of profits, loss of business, loss of opportunity, or emotional distress, except where such exclusion is prohibited by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded.

Where cleaning results are affected by pre-existing damage, poor maintenance, unsuitable materials, hidden defects, or stains that have set in over time, we cannot guarantee full removal or restoration. Some surfaces and fabrics may react unpredictably to cleaning products or methods. Unless we have acted negligently, Maida Vale Cleaners is not responsible for deterioration caused by age, wear and tear, manufacturer defects, or prior treatment.

6. Customer Responsibilities

You are responsible for ensuring that the property is suitable for the booked service. This includes moving fragile items where necessary, notifying us of pets or security systems, and disclosing any special risks such as mould, biohazards, sharp objects, or areas requiring protective equipment. We may refuse to clean certain areas if we consider them unsafe, unhygienic, or beyond the agreed scope.

You must also ensure that all instructions are lawful and that the service does not require us to act in a way that breaches any rule, tenancy condition, building policy, or legal requirement. If you ask us to perform a task that is outside our usual methods or that may cause damage, we may decline without liability. Reasonable cooperation from the customer helps us deliver the service efficiently and safely.

Any complaint about the service should be raised as soon as reasonably possible after completion. This gives us the opportunity to inspect the issue and, where appropriate, rectify it. Failure to report a concern in a timely manner may affect our ability to investigate and may limit the remedies available.

7. Waste, Disposal and Regulatory Compliance

We will handle waste created during the cleaning service in accordance with applicable UK waste regulations. This means that any waste collected, removed, or disposed of by our staff will be handled responsibly and not left in a way that creates a hazard or breaches legal requirements. We do not accept responsibility for the removal of hazardous waste unless expressly agreed and legally permitted.

The customer must disclose any items that may require special handling, such as sharps, bodily fluids, chemicals, asbestos-related materials, clinical waste, or other regulated substances. If such materials are identified during the visit, we may suspend the work and charge for time spent. We are entitled to refuse to handle waste that we reasonably believe is unsafe, contaminated, or subject to special disposal rules.

Where the service involves packaging, empty containers, or debris produced by the cleaning process, we may remove those materials only if doing so is consistent with the agreed service and with environmental and waste disposal obligations. Maida Vale cleaners terms are intended to ensure that all disposal activity remains lawful, proportionate, and aligned with responsible working practices.

8. Complaints, Changes and Communication

We prefer to resolve any issue quickly and fairly. If you believe the service has not been delivered as agreed, you should contact us promptly with a clear description of the concern and, where possible, supporting photographs or details. We may ask for access to the property to inspect the issue and assess the appropriate response. Any remedy will depend on the circumstances, the nature of the complaint, and whether the issue can reasonably be corrected.

We may update these terms from time to time. The version in force at the time of your booking will usually apply to that service unless a change is required by law. If an updated version is issued before a new booking is confirmed, the revised terms will apply to that booking. We recommend reviewing the current terms before each appointment.

No waiver of any term shall be effective unless agreed in writing. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a provision at one time does not prevent us from enforcing it later.

9. Governing Law

These terms and any dispute or claim arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales, Scotland, or Northern Ireland, depending on the location of the customer and the nature of the agreement, as determined by applicable UK law. The courts of the relevant jurisdiction shall have exclusive or appropriate jurisdiction to settle any dispute arising under these terms.

By booking with Maida Vale Cleaners, you acknowledge that you have read, understood, and agreed to these terms and conditions. They are designed to support a professional, transparent, and reliable cleaning service while protecting the rights and obligations of both parties. If a specific arrangement has been agreed in writing, that arrangement will take precedence over any conflicting general provision in these terms.