Terms And Conditions

Cleaner Bow Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Bow provides cleaning and related services to residential and commercial customers in the United Kingdom. By booking or using any service offered by Cleaner Bow, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following definitions apply:

Client means the individual, company, or organisation that requests or receives services from Cleaner Bow.

Company means Cleaner Bow and any employees, workers, or subcontractors engaged by Cleaner Bow to provide the services.

Services means any cleaning, housekeeping, end of tenancy cleaning, office cleaning, after-builders cleaning, or related services supplied by Cleaner Bow to the Client.

Premises means the property, building, or area where the Services are to be performed.

Service Agreement means the confirmed booking, whether made online, in writing, or verbally, together with these Terms and Conditions.

2. Scope of Services

Cleaner Bow provides domestic and commercial cleaning and related services as agreed with the Client at the time of booking. The specific tasks, frequency, and duration of visits will be described in the booking confirmation or agreed in writing between the Company and the Client.

Unless expressly agreed, Services do not include specialist tasks such as exterior window cleaning at height, pest control, removal of hazardous materials, heavy lifting, or any task that may compromise the health and safety of the cleaners or others.

The Company reserves the right to refuse or suspend any Service where the Premises are unsafe, where access is restricted, or where the Client has provided misleading or incomplete information regarding the condition of the Premises.

3. Booking Process

Clients may request Services through the Company’s booking channels, which may include an online form or written correspondence. A booking request is not confirmed until the Client receives a booking confirmation from the Company.

When making a booking, the Client must provide accurate details including the address of the Premises, size and condition of the property, type of Service requested, access arrangements, and any special requirements. The Company relies on this information to allocate adequate time, staff, and equipment.

The Company may request photographs, inventories, or other supporting information to assess the scope of work, particularly for end of tenancy, after-builders, or deep cleaning Services. Failure to provide requested information may result in a revised quote, additional charges, or cancellation of the booking.

Bookings are subject to availability. The Company will make reasonable efforts to accommodate requested dates and times but does not guarantee a specific appointment until confirmed.

4. Access to Premises

The Client is responsible for ensuring safe and reasonable access to the Premises at the agreed time of the Service. This includes providing keys, access codes, parking arrangements, and any necessary instructions.

Where keys are provided, the Company will take reasonable care to ensure their security. Keys may be retained by the Company for ongoing regular services, subject to prior agreement. The Company shall not be liable for any loss arising from the Client’s failure to notify it of changes to locks, alarm codes, or access arrangements.

If the cleaners are unable to gain access to the Premises at the agreed time, or access is unduly delayed, the visit may be treated as a late cancellation and may be subject to a cancellation fee as set out in these Terms and Conditions.

5. Client Obligations

The Client agrees to:

Provide a safe working environment at the Premises, including adequate lighting, ventilation, and access to hot water and electricity.

Secure and remove any items of high value or sensitivity if the Client does not wish them to be handled or cleaned.

Inform the Company of any known risks at the Premises, including structural issues, damaged fixtures, infestations, or hazardous substances.

Comply with all applicable laws and regulations pertaining to the Premises and any waste or materials to be removed.

6. Pricing and Estimates

Prices for Services are based on the information provided by the Client at the time of booking, including the size, condition, and use of the Premises and the type of Services requested. The Company may provide either a fixed price or an estimate.

Where a fixed price is quoted, it is based on a typical condition of the Premises. If the Premises are found to be in significantly worse condition than described, or the scope of work is materially different from that agreed, the Company reserves the right to revise the price or adjust the scope of work.

Where an estimate is provided, the final price may vary depending on the actual time, resources, and materials required to complete the Services. Any significant variation from an estimate will be communicated to the Client where reasonably possible.

7. Payments and Invoicing

Unless otherwise agreed, payment for one-off Services is due on or before the day of Service. For regular Services, payment terms will be communicated to the Client at the time of booking and may be weekly, fortnightly, or monthly in advance or in arrears.

Accepted payment methods may include bank transfer or other non-cash methods as communicated by the Company. The Company does not accept responsibility for cash payments handed directly to cleaners.

Invoices, where issued, will state the payment due date. If payment is not received by the due date, the Company reserves the right to suspend or cancel future Services and to apply late payment charges or interest in accordance with applicable UK law.

The Client is responsible for all bank charges and fees associated with their chosen method of payment. The Company may pass on any additional costs incurred due to failed or reversed payments.

8. Cancellations and Rescheduling

The Client may cancel or reschedule a Service by giving reasonable notice. Unless otherwise agreed, a minimum of 24 hours notice is required for cancellation or rescheduling of standard domestic cleaning visits, and a minimum of 48 hours notice is required for end of tenancy, after-builders, or large commercial Services.

If the required notice is not given, the Company may apply a cancellation fee of up to 100 percent of the agreed charge for the affected visit. This fee is intended to cover the cost of staff allocation and lost bookings.

If the cleaners are unable to gain access to the Premises, or if the Premises are not in a suitable state for the Service to be completed, the visit may be treated as a late cancellation and may be subject to the same cancellation fee.

The Company reserves the right to cancel or reschedule a booking due to staff illness, equipment failure, extreme weather, or other circumstances beyond its reasonable control. In such cases, the Company will notify the Client as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any indirect loss arising from such cancellation or rescheduling.

9. Service Quality and Complaints

The Company aims to provide Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Service, they must notify the Company as soon as possible, and in any event within 48 hours of completion of the relevant visit.

On receipt of a complaint, the Company may arrange for an inspection or request photographs and information. Where the complaint is justified, the Company may, at its discretion, offer to re-clean the affected areas, provide a partial refund, or make another appropriate adjustment. This will usually be the Client’s sole remedy.

The Client agrees to allow the Company a reasonable opportunity to remedy any defects in the Service before seeking alternative remedies or withholding payment, except where withholding is expressly allowed by law.

10. Health, Safety, and Equipment

The Company will take reasonable steps to ensure that all work is carried out in accordance with applicable health and safety requirements. Cleaners are instructed not to undertake tasks that may expose them or others to unreasonable risk, including working at unsafe heights, lifting excessively heavy items, or handling hazardous substances.

Unless otherwise agreed, the Company will provide cleaning products and standard equipment necessary to perform the Services. Where the Client requests or requires the use of their own products or equipment, the Client is responsible for ensuring that such products and equipment are safe, suitable, and in good working order.

The Company accepts no liability for any damage or unsatisfactory results arising from the use of products or equipment supplied by the Client or from following the Client’s specific instructions that differ from the Company’s usual practice.

11. Waste Handling and Environmental Regulations

The Company will comply with relevant UK waste and environmental regulations when handling and disposing of waste generated in the course of providing the Services.

Domestic and light commercial waste generated during routine cleaning may be placed in the Client’s existing waste and recycling receptacles, in accordance with local collection rules. The Client is responsible for ensuring that their waste facilities are available and properly maintained.

The Company does not remove large volumes of waste, bulky items, construction debris, hazardous waste, or any materials that require special licensing or treatment, unless expressly agreed in writing and arranged in compliance with applicable regulations. This may require separate charges and arrangements.

The Client must not request the Company to remove waste in a manner that would breach any waste or environmental regulation. The Company reserves the right to refuse any request that may lead to unlawful disposal of waste or environmental harm.

12. Damage and Liability

The Company will take reasonable care when providing the Services. In the event of accidental damage caused by the Company, the Client must notify the Company as soon as reasonably practicable and in any event within 48 hours of the incident or becoming aware of the damage.

Liability for damage will be limited to the reasonable cost of repair or replacement of the damaged item, taking into account age, condition, and fair wear and tear. The Company may, at its discretion, arrange for repair, provide a replacement, or offer a financial settlement.

The Company shall not be liable for:

Normal wear and tear, pre-existing damage, or defects in the Premises or items cleaned.

Any damage arising from the use of products or equipment supplied by the Client, or from following the Client’s specific instructions.

Loss of cash, jewellery, or other items of high value that were not securely stored or adequately disclosed to the Company before the Service.

Any indirect, consequential, or purely economic loss, including loss of profit, loss of business, or loss of opportunity.

Nothing in these Terms and Conditions shall limit or exclude the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or limited under UK law.

13. Insurance

The Company aims to maintain appropriate insurance cover in respect of its Services, including public liability insurance. Details of current cover may be made available to the Client upon reasonable request.

Insurance cover is provided subject to the terms, conditions, and exclusions of the relevant insurance policies. Any compensation or settlement in respect of a claim may be subject to the approval of the insurer.

14. Force Majeure

The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control. Such events may include, but are not limited to, extreme weather, fire, flood, pandemic, strikes, transport disruptions, or failure of utilities.

In such circumstances, the Company may suspend the Services for the duration of the event, or where necessary, cancel the Services on reasonable notice to the Client.

15. Privacy and Confidentiality

The Company will handle personal data in accordance with applicable UK data protection laws. Personal information will be used for the purpose of providing and managing the Services, processing payments, and communicating with the Client.

The Company will take reasonable steps to ensure that information about the Client and the Premises is kept confidential and is only disclosed where necessary to provide the Services or where required by law.

16. Termination of Regular Services

Either party may terminate regular ongoing Services by giving written notice in accordance with the notice period agreed at the time of booking, or if no period was agreed, by giving at least 14 days notice.

The Company may terminate the Services immediately where the Client fails to pay for Services when due, behaves abusively towards staff, breaches these Terms and Conditions in a material way, or where continued provision of Services would be unsafe or impracticable.

17. Variations to Terms

The Company may update or amend these Terms and Conditions from time to time. The current version will apply to all new bookings and to ongoing Services after reasonable notice has been given to the Client. Continued use of the Services after such notice will constitute acceptance of the updated Terms and Conditions.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

19. General Provisions

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy.

These Terms and Conditions, together with the Service Agreement and any written variations agreed between the Company and the Client, constitute the entire agreement between the parties in relation to the Services and supersede any prior discussions or understandings.