Terms and Conditions for Brentford Cleaners

These Terms and Conditions set out the basis on which Brentford Cleaners provides domestic and commercial cleaning services in the United Kingdom. By making a booking, the customer agrees to these terms in full, and the contract will apply to every scheduled clean, one-off appointment, deep clean, end of tenancy service, or recurring cleaning arrangement supplied by Brentford Cleaners. These terms are intended to be clear and fair, and they explain the main responsibilities of both the customer and the cleaning provider. They also help ensure that the service is delivered safely, professionally, and in line with applicable UK law.

1. Booking Process

All bookings with Brentford Cleaners are subject to availability and acceptance. A booking may be made by agreeing a service date, time, scope of work, and property access arrangements. The customer must provide accurate information, including the type of premises, the size of the property, the areas to be cleaned, and any special requirements that may affect the cleaning service. If the customer changes the requested service after the booking is confirmed, Brentford Cleaners may revise the quotation, schedule, or cleaning plan accordingly.

A booking is not confirmed until it has been acknowledged by Brentford Cleaners and, where required, any deposit or prepayment has been received. The cleaning company may refuse or cancel a booking if the premises are unsuitable, if there is a risk to staff safety, if the request falls outside the available service scope, or if the customer has previously breached these Terms and Conditions. While the company will make reasonable efforts to attend at the agreed time, arrival windows may be affected by traffic, weather, access issues, or other operational delays. Brentford Cleaners will notify the customer where a significant delay is expected.

It is the customer’s responsibility to ensure that a suitable adult or authorised representative is present if access is required. Keys, codes, alarms, parking permits, and entry instructions must be supplied in advance where relevant. If access is not provided, the appointment may be cancelled and charges may still apply. Brentford Cleaners is not responsible for delays or incomplete work caused by missing access information, unsafe conditions, or the customer’s failure to prepare the premises adequately before the visit.

2. Service Scope and Customer Responsibilities

Brentford Cleaners will perform the cleaning tasks agreed at the time of booking. Unless otherwise agreed in writing, the service will not include tasks that require specialist trade qualifications, heavy lifting, furniture dismantling, outdoor gardening, pest control, mould remediation, or the handling of biohazardous materials. The customer should remove valuable, fragile, or confidential items before the clean begins. Any items left in the property are kept at the customer’s risk, except where loss or damage is caused by proven negligence on the part of Brentford Cleaners.

The customer must ensure that water, electricity, and any other basic utilities needed for the cleaning service are available and in working order. The customer must also inform Brentford Cleaners of any hazards, including broken fixtures, slippery surfaces, defective appliances, loose wiring, infestations, or other conditions that may pose a risk. If the cleaning team considers that the environment is unsafe, the team may suspend or stop work immediately. In such circumstances, the customer may still be charged for the visit or for the portion of work completed.

3. Payment Terms

Payment for Brentford Cleaners services must be made in accordance with the quotation, invoice, or agreed booking terms. Prices may be charged on an hourly basis, a fixed-rate basis, or according to another arrangement set out at the time of booking. Unless stated otherwise, all prices are inclusive of standard labour only and may exclude additional materials, parking costs, congestion charges, or specialist equipment. Any such extra charges will be communicated where reasonably possible before they are incurred.

Invoices are payable by the due date stated on the invoice or confirmation document. If payment is required in advance, the service may be withheld until the payment has cleared. Brentford Cleaners may request a deposit to secure certain bookings, particularly for larger jobs, recurring contracts, or peak-time appointments. Deposits are generally non-refundable except where the company cancels the booking or is otherwise unable to deliver the service due to its own fault. Late payment may result in interest, reasonable recovery costs, and the suspension of future services, subject to applicable law.

The customer agrees to pay all sums due without set-off or deduction, unless such deduction is required by law. Where a payment card is used, the customer confirms that they are authorised to use the card and that sufficient funds are available. If a charge is reversed, disputed without reasonable cause, or otherwise fails after service delivery, Brentford Cleaners may recover the outstanding amount through lawful means, including administrative costs associated with collection.

4. Cancellations, Rescheduling, and No-Access Charges

Cancellations or requests to reschedule must be made with reasonable notice. If the customer cancels within a short period before the appointment, Brentford Cleaners may charge a cancellation fee to cover loss of time, staff allocation, and administrative costs. The exact fee may depend on the notice given, the length of the booking, and whether materials or subcontractors have already been arranged. For recurring cleaning services, repeated late cancellations may lead to the termination of the service agreement.

If Brentford Cleaners must cancel or reschedule due to staff illness, equipment failure, adverse weather, access restrictions, or any other matter beyond its reasonable control, the company will use reasonable efforts to offer an alternative appointment. In these circumstances, any prepayment for the affected session will usually be transferred to the rearranged visit or refunded where rescheduling is not possible. Brentford Cleaners will not be liable for indirect losses arising from a cancellation caused by circumstances outside its control.

5. Liability and Insurance

Brentford Cleaners will exercise reasonable care and skill in carrying out all cleaning services. However, the company’s liability is limited to direct loss or damage that is caused by its proven negligence or breach of contract. The company will not be liable for pre-existing damage, normal wear and tear, hidden defects, or damage caused by unsuitable surfaces, defective fixtures, or items that were already fragile or incorrectly installed. The customer is responsible for informing the company of any special handling requirements before work begins.

The cleaning team may move lightweight items in order to carry out the service, but furniture or heavy objects will not be moved unless agreed in advance and unless doing so is safe. Brentford Cleaners is not responsible for accidental damage to items that were improperly secured, unstable, already broken, or unsuitable for standard cleaning treatment. Customers are encouraged to keep insurance in place for valuable possessions, and the company may maintain its own insurance cover appropriate to the services provided. Nothing in these Terms and Conditions limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.

Where the company accepts responsibility for damage, its remedy may be limited to repair, replacement, or a reasonable refund up to the value of the affected service, depending on the circumstances. Brentford Cleaners will not be responsible for loss of profits, business interruption, loss of opportunity, or any indirect or consequential losses. Any claim for damage must be reported within a reasonable time after the service, with supporting details where possible, so that the matter can be investigated properly.

6. Waste Regulations and Disposal

Brentford Cleaners will carry out cleaning and waste handling in accordance with applicable UK waste regulations and general environmental duties. Waste arising from routine cleaning may be bagged, separated, and disposed of as agreed with the customer, provided the waste is non-hazardous and suitable for standard disposal methods. The customer remains responsible for arranging the lawful removal of any items that are not part of ordinary domestic or office waste, including bulky items, electrical equipment, sharps, clinical waste, asbestos, chemicals, or materials that require specialist disposal.

If the service involves clearing refuse from the premises, Brentford Cleaners may require the customer to identify in advance any waste that is controlled, hazardous, recyclable, or subject to special collection rules. The company will not knowingly transport or dispose of prohibited waste unless it is legally authorised and specifically agreed in writing. Any items that appear dangerous, contaminated, or unlawful to handle may be left untouched, and the customer may still be charged for time spent identifying or isolating them.

The customer must not request Brentford Cleaners to dispose of waste in a manner that breaches environmental law, local authority requirements, or site-specific rules. If the company reasonably believes that the removal or disposal of any item would create a regulatory breach, it may refuse the task without liability. The customer agrees to indemnify Brentford Cleaners against any losses, penalties, claims, or costs arising from the customer’s failure to disclose the true nature of any waste or from the customer’s instructions that would otherwise place the company in breach of legal obligations.

7. Complaints, Re-performance, and Remedies

If the customer believes that any part of the service has not been completed properly, they should notify Brentford Cleaners promptly and provide reasonable details of the issue. Where appropriate, the company may offer to re-attend and remedy the problem within a reasonable period. This is intended to be the first and preferred remedy in the event of a genuine service concern. If a re-clean is not suitable or not possible, the company may consider a partial refund or another fair solution, depending on the facts.

The customer must allow the company a reasonable opportunity to inspect or correct any reported issue before arranging third-party work at the company’s expense. Any external remedy undertaken without prior agreement may not be reimbursed, unless required by law or expressly authorised in writing. Brentford Cleaners aims to resolve issues fairly and efficiently, but this process does not create any greater liability than that already set out in these Terms and Conditions.

8. Termination and Suspension of Services

Brentford Cleaners may suspend or terminate services if the customer repeatedly fails to pay, provides false or incomplete information, behaves abusively toward staff, refuses reasonable safety instructions, or otherwise breaches these Terms and Conditions. In such cases, any confirmed future bookings may be cancelled, and any outstanding balance will remain payable. The company may also decline to continue work where the premises are not reasonably safe or where the service requested changes materially from the original agreement.

Either party may end a recurring arrangement by giving the agreed notice period, or where no notice period is stated, by giving reasonable notice. Any amounts due up to the termination date will remain payable. If equipment, keys, access devices, or confidential documents have been entrusted to Brentford Cleaners, they will be returned in a reasonable manner, subject to the customer settling any outstanding sums owed under the contract.

9. Force Majeure, Data, and General Provisions

Brentford Cleaners is not liable for delay or failure to perform services caused by events outside its reasonable control, including but not limited to severe weather, transport disruption, strikes, public emergencies, utility outages, accidents, or government restrictions. The affected obligations will be suspended for the duration of the event, and the parties will work together in good faith to rearrange the service where possible. Nothing in these terms prevents the customer from seeking a lawful remedy where the company has otherwise breached a contractual obligation.

Any personal data collected for booking, administration, invoicing, or service delivery will be handled in accordance with applicable UK data protection law and only used for legitimate business purposes connected with the service. The company may retain records for accounting, legal, and operational reasons for a reasonable period. By booking with Brentford Cleaners, the customer agrees that the company may store and process relevant information needed to manage the service, subject to applicable privacy rights and legal duties.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction unless mandatory consumer law provides otherwise. If any provision of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. No failure or delay by Brentford Cleaners in enforcing any right shall operate as a waiver of that right.

For the avoidance of doubt, nothing in these Terms and Conditions affects any statutory rights that cannot be excluded or limited under UK law. The customer acknowledges that these terms are designed to be read alongside the written quotation, booking confirmation, and any special conditions agreed for a particular service. In the event of inconsistency, the more specific written agreement for that booking will prevail to the extent permitted by law.

By proceeding with a booking, the customer confirms that they have read, understood, and agreed to these Terms and Conditions for Brentford Cleaners.