Cleaner Elephant and Castle Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Elephant and Castle provides domestic and commercial cleaning services in the UK. By making a booking, you agree to these terms, which are intended to create a clear, fair, and practical agreement between the customer and our cleaning service. Please read them carefully before confirming any appointment.

In these Terms, references to “we”, “us”, or “our” mean the cleaning provider operating under the name Cleaner Elephant and Castle, and references to “you” or “the customer” mean the person requesting, confirming, or paying for the service. These terms apply to standard one-off cleans, recurring cleaning arrangements, end-of-tenancy cleans, and other services offered under the Cleaner Elephant and Castle name, unless we agree otherwise in writing.

The purpose of this document is to explain how bookings are made, how payments are handled, what cancellation rules apply, and how responsibility is allocated if problems arise. It also explains the handling of waste, materials, and regulations that may apply to certain cleaning jobs. Nothing in these Terms affects your legal rights as a consumer under UK law.

1. Booking Process

Bookings may be requested through our normal booking channels, subject to availability and acceptance by us. A booking is not confirmed until we have acknowledged it and, where required, received any deposit or prepayment. We may ask for information about the property, the type of clean required, access arrangements, parking, pets, hazards, and any special instructions so that we can allocate suitable staff and equipment.

When you place a booking with Cleaner Elephant and Castle, you must ensure that all information provided is accurate and complete. If the details change before the appointment, you should notify us as soon as possible. Where the service requirements differ materially from the information supplied at the time of booking, we may revise the price, schedule, or scope of work, or in some cases refuse to proceed if safe or appropriate delivery is not possible.

We aim to provide a reasonable estimate for the service based on the information available. However, estimates are not fixed quotes unless we expressly state otherwise. If the property condition, level of dirt, size, or access issues are greater than described, additional time or charges may apply. The customer agrees that the final service delivered by Cleaner Elephantandcastle may be adjusted to reflect the actual conditions found on arrival.

It is your responsibility to ensure that someone over 18 is available if access is required, or that the property can be entered safely and lawfully at the agreed time. If we cannot gain access, or if access is delayed due to circumstances outside our control, we may treat the appointment as a late cancellation or a wasted visit and charge accordingly.

We reserve the right to decline or terminate a booking where the premises are unsafe, unsanitary beyond the agreed scope, or present a risk to staff, property, or equipment. Examples may include excessive clutter preventing access, untreated bodily fluids, infestations, or hazardous substances not disclosed in advance. Cleaner Elephant Castle cleaning services are delivered on the understanding that the customer has taken reasonable steps to make the site safe for cleaning.

2. Payments and Charges

Prices are usually set out at the time of booking and may depend on the type of service, duration, materials required, and level of labour involved. Any promotional price, estimate, or package offer is valid only for the conditions stated. We may increase charges if additional tasks, deeper cleaning, or extended attendance are required due to circumstances not disclosed before the booking was confirmed.

You agree to pay all charges in full by the due date notified to you. For some services, full payment or a deposit may be required in advance. For recurring or business services, payment terms may be set out in an invoice. Unless otherwise agreed, all fees are due without deduction, withholding, or set-off. Failure to pay on time may result in the suspension of future Cleaner Elephant and Castle services until the account is settled.

Where payment is made by card, bank transfer, or other approved method, you are responsible for ensuring that funds are available and that payment details are correct. If a transaction is declined or reversed without valid reason, we may charge administrative costs or fees permitted by law. Any bank charges arising from failed payments, chargebacks, or incorrect payment instructions may be added to your account where allowed.

All quoted prices are exclusive of any applicable taxes unless stated otherwise. If any tax, levy, or statutory charge becomes payable in relation to the service, you agree to pay it in addition to the service fee. In the event that an estimate was based on incomplete information, we may issue a revised invoice reflecting the actual service delivered. Payment is taken as acceptance of the work completed unless a dispute is raised promptly and in good faith.

If you dispute an invoice, you should notify us as soon as reasonably possible and provide full reasons and supporting information. We may pause collection activity while we review the issue, but this does not remove your obligation to pay any undisputed amount. Cleaner Elephantandcastle will assess disputes fairly and may request photographs, access notes, or other evidence to resolve the matter.

3. Cancellations, Rescheduling, and No-Access Charges

You may cancel or reschedule a booking by giving notice within the period we specify at the time of booking. Cancellations made outside the required notice period may incur a charge, especially where we have reserved staff, allocated equipment, or turned away other work. The amount charged may depend on how much notice was provided and whether preparatory costs have already been incurred.

If you need to change the service date, time, or scope, we will do our best to accommodate your request, but any change is subject to availability. Repeated rescheduling may result in revised pricing or the need to re-confirm the booking. In some cases, a recurring service can be paused, but unused sessions do not automatically carry over unless we agree this in writing.

If our cleaner arrives but cannot access the property, is turned away, or is unable to complete the work because of circumstances within your control, we may charge a wasted visit fee, travel fee, or part of the booked service fee. This also applies where keys, codes, or access arrangements were not provided correctly. Cleaner Elephant and Castle cleaning appointments rely on the customer ensuring timely and workable access arrangements.

We may cancel or postpone a booking where staff safety, severe weather, equipment failure, illness, or other events beyond our reasonable control prevent us from attending. In such cases, we will seek to reschedule at the earliest reasonable time. If payment was taken in advance for a service we cannot provide, we will offer a refund or rearrangement in accordance with applicable law and the circumstances of the booking.

4. Service Standards and Customer Responsibilities

We will provide services with reasonable care and skill. However, the outcome of a cleaning appointment depends on many factors, including the condition of the property, the materials available, and whether the customer has given accurate instructions. You are responsible for removing or securing valuables, documents, cash, jewellery, fragile items, and any items that should not be handled during cleaning.

You should also inform us in advance of any special surfaces, delicate fixtures, hidden damage, or areas that require caution. If you ask us to use specific products, you accept responsibility for confirming that they are suitable for the intended surface. We may refuse to use a product that appears unsafe, unlawful, or inappropriate, even if requested by the customer.

For health and safety reasons, the property should be reasonably prepared for the booked work. This may include ensuring electricity, water, lighting, and reasonable working conditions are available. If the environment is unsuitable or unsafe, we may stop work until the issue is resolved, or leave the property if continuing would create a risk.

5. Liability and Limitations

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under UK law. Subject to that, our liability for loss or damage caused by our breach, negligence, or failure to perform the service will be limited to the amount paid or payable for the specific booking giving rise to the claim, except where a higher limit is required by law.

We are not liable for indirect, incidental, special, or consequential losses, including loss of profit, loss of business, loss of opportunity, or loss of goodwill, where permitted by law. We are also not responsible for pre-existing faults, wear and tear, hidden defects, unsecured items, poor installation, or damage caused by the natural condition of materials and surfaces. The customer should understand that some marks, stains, or damage may not be removable without risk.

In the event of any alleged damage, you must notify us promptly and provide reasonable details and evidence. We may inspect the affected area, ask for photographs, and consider whether the issue resulted from our actions or from the condition of the item or surface itself. Cleaner Elephant Castle cleaning service claims will be handled in a fair and evidence-based manner.

We are not responsible for delays or failure to perform caused by events outside our reasonable control, including accidents, transport disruption, severe weather, industrial action, utility outages, public health restrictions, or government action. Where such events occur, we may suspend the service, rearrange the appointment, or end the booking if continuation is not practical. Any decision will be made reasonably and in good faith.

6. Waste, Disposal, and Regulations

Our cleaning services may generate waste such as packaging, dust, disposable cloths, or removed debris. Unless agreed otherwise, the customer is responsible for final disposal of household waste, recycling, bulky items, and any items that require special collection or licensed handling. We may bag waste neatly, place it in designated bins, or leave it at a location you specify, but we do not generally act as a waste carrier unless this is expressly agreed and lawful.

You must not ask us to remove hazardous waste, sharps, clinical waste, asbestos, chemicals, oils, or other regulated materials unless we have confirmed in writing that the service includes lawful handling and disposal. Where waste regulations apply, we will comply with all relevant UK requirements, but we are entitled to refuse removal of any item that would place us in breach of the law or require specialist licensing. If any prohibited item is discovered during the appointment, we may stop or modify the service.

Any linen, laundry, or textile waste dealt with as part of the service remains subject to normal care requirements. We are not responsible for items that are incorrectly classified, contaminated, or unsuitable for ordinary cleaning methods. If you require disposal services that fall outside standard cleaning, such as removal of large quantities of waste or regulated materials, separate terms may apply.

7. Insurance, Complaints, and Records

We maintain arrangements intended to support the responsible delivery of our services, but no cleaning service can eliminate all risk. The customer should keep adequate insurance for their property and contents where appropriate. Any claim or complaint should be raised promptly so that it can be investigated while the relevant facts remain clear. Delay may affect our ability to assess the issue fairly.

We may keep records of bookings, communications, access instructions, invoices, and service notes for operational, legal, and accounting purposes. Such records may be used to verify the scope of work, resolve disputes, and maintain service quality. We will handle personal data in accordance with applicable data protection laws and our privacy obligations, where relevant.

If a complaint is made, we may ask for photographs, a description of the issue, the time it was noticed, and any steps taken to reduce further loss. Remedies may include re-cleaning a specific area, a partial refund, or no further action, depending on the evidence and the circumstances. Cleaner Elephantandcastle aims to resolve genuine issues fairly and proportionately.

8. Governing Law and General Provisions

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. You and we both agree that the courts of England and Wales will have jurisdiction, unless mandatory consumer law provides otherwise. If you are a consumer, you retain any rights that cannot legally be excluded or limited by contract.

If any part of these Terms is found to be invalid or unenforceable, the remainder will continue in full force. No failure or delay by us in exercising any right or remedy will waive that right or remedy. We may update these Terms from time to time, and the version in force at the time of your booking will generally apply unless a change is required by law.

By confirming a booking with Cleaner Elephant and Castle cleaning services, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They are intended to support a professional, transparent, and workable service relationship for both parties. If you do not agree with any part of these Terms, you should not proceed with the booking.