Harrow Cleaners Terms and Conditions
These terms and conditions set out the basis on which Harrow Cleaners provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to be bound by these terms. They are designed to explain the booking process, payment arrangements, cancellation rights, liability limits, waste handling obligations, and the legal framework that applies to every service arranged with us. Please read this document carefully before placing an order for any cleaning service or related add-on.
In these terms, “we”, “us”, and “our” refer to Harrow Cleaners, and “you” or “the customer” refers to the individual or business placing the booking. The phrase “service” includes standard cleaning, deep cleaning, end of tenancy cleaning, specialist cleaning, and any additional tasks agreed in writing before the appointment starts. These terms apply together with any written quotation, service confirmation, or agreed scope of work. If there is any inconsistency between these terms and a written quotation, the written quotation will normally take priority for the specific job concerned.
By booking Harrow cleaners services, you confirm that you are legally entitled to request the work at the property or premises and that you have permission to allow access for cleaning to begin. You also confirm that the information you provide is complete and accurate, including property type, access arrangements, parking restrictions, fragile items, special surfaces, and any known hazards. We rely on this information to schedule appropriately trained staff and to provide a fair estimate of time and cost.
The booking process may be completed by phone, email, online form, or other communication method offered at the time of enquiry. A booking is only confirmed once we have accepted the request and issued confirmation with the agreed date, time window, service type, and any stated price or estimate. We may ask for additional information before confirming a booking if needed to assess the size, condition, or complexity of the work. If a property requires specialist equipment, extra labour, or unusual access, we may revise the quotation before confirmation.
Where the service is booked on an estimated basis, the final charge may change if the actual work differs from the description originally provided. This may happen if the property is larger than stated, more heavily soiled than expected, additional rooms are added, or the customer requests extra tasks on arrival. Any material change to the scope of work must be agreed before the additional work begins. Harrow Cleaners reserves the right to decline a booking if the requested service falls outside our operational capacity, safety standards, or reasonable service conditions.
If a customer is not present at the property at the agreed time, we may still charge a call-out or minimum fee where the team cannot gain access or commence work. It is the customer’s responsibility to ensure access arrangements are correct, including keys, codes, concierge arrangements, or someone authorised to meet the cleaner. If access is delayed, the service time may be shortened, rescheduled, or cancelled at our discretion, depending on staff availability and the practical impact on the day’s schedule.
Payments must be made in the manner specified on the quotation, invoice, or booking confirmation. We may require advance payment, a deposit, or full payment before work begins, particularly for larger appointments, one-off services, or bookings made at short notice. For repeat or business customers, we may agree separate invoicing terms in writing. Unless otherwise stated, all prices are quoted in pounds sterling and include only the items expressly listed in the service description.
Accepted payment methods may vary and can include bank transfer, debit or credit card, or other methods confirmed at the time of booking. Any bank charges, chargeback fees, or third-party payment costs caused by the customer’s payment method may be passed on where permitted by law. If payment is not received when due, we may suspend further services, withhold completion documentation, or pursue recovery of the outstanding sum. Late payment may also attract reasonable administrative charges and interest where allowed by applicable law.
Customers must notify us promptly if they believe an invoice is incorrect. Any dispute about an invoice must be raised within a reasonable period and should include clear reasons and supporting details. A billing query does not automatically suspend the obligation to pay the undisputed part of the invoice. If an error is identified by us, we will correct it and issue a revised invoice or credit note where appropriate.
Cancellations and rescheduling requests should be made as early as possible. If you cancel or change the appointment with sufficient notice, we will usually offer to rearrange the booking subject to availability. Where a cancellation is made within a short period before the appointment, a fee may apply to cover lost time, allocated labour, and any preparation already carried out. The amount of any cancellation charge will depend on the timing of the notice and the nature of the service booked.
We may cancel or reschedule a service due to unsafe conditions, staff illness, transport disruption, extreme weather, equipment failure, or any circumstance beyond our reasonable control. If we do so, we will make reasonable efforts to offer an alternative slot. Where a refund is due for a prepaid service that cannot be delivered, the refund will normally be limited to the amount paid for the undelivered portion of the service. We are not responsible for consequential loss arising from a cancellation made for genuine operational reasons where permitted by law.
Any customer asking us to stop work after the service has started may still be charged for labour already provided, travel time where stated, and any materials used. If the service is terminated because the property is unsafe, access is denied, or the customer behaves abusively, we may treat the appointment as cancelled by the customer and charge accordingly. Repeated short-notice cancellations may result in refusal of future bookings.
Our liability is limited to the extent permitted by law. We will use reasonable skill and care in performing each cleaning service, but we do not guarantee the removal of every stain, mark, or odour, especially where damage is pre-existing, embedded, or caused by factors outside our control. We are not liable for deterioration that results from age, wear and tear, poor maintenance, hidden defects, or unsuitable materials. Customers are responsible for advising us of delicate surfaces, specialist finishes, or items requiring extra caution.
We do not accept liability for loss or damage arising from inaccurate information provided by the customer, inadequate access, insecure premises, or the presence of valuables left unsecured. You should remove cash, jewellery, documents, portable electronics, and fragile personal items before the service starts. Where we are asked to move objects, the customer accepts the risk of damage resulting from items being unstable, poorly assembled, or already compromised. Our liability for direct loss, if established, will normally be limited to the price paid for the affected service unless a different amount is required by law.
If you believe damage has occurred, you must notify us as soon as reasonably possible and provide photographs, a description of the issue, and any relevant supporting information. We may need reasonable access to inspect the alleged damage and assess whether it was caused by our team or by pre-existing conditions. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.
Waste handling and disposal are governed by UK waste regulations and environmental law. During or after a service, we may collect limited waste generated by the cleaning process, such as disposable cloths, packaging, vacuum contents, or items removed by agreement as part of the booked work. Any waste we remove will be handled responsibly and in accordance with applicable requirements. We do not operate as a general waste carrier unless this is specifically agreed and lawfully permitted for the job concerned.
The customer must not ask our staff to remove hazardous, clinical, chemical, or illegal waste unless this has been discussed in advance and can be managed safely and lawfully. Hazardous waste may include asbestos, needles, biohazards, solvents, oil, paint, gas canisters, contaminated materials, or items that require specialist disposal. If such materials are discovered unexpectedly, we may stop work and request further instructions. Additional charges may apply where specialist disposal, protective equipment, or extra time is needed.
Any items left for disposal remain the customer’s responsibility until we have expressly agreed to remove them. We may refuse to handle waste that could breach health and safety rules, environmental obligations, or local disposal restrictions. The customer is responsible for ensuring that the premises are suitable for waste collection and that there are no prohibited substances mixed with ordinary refuse. Where we are asked to bag, separate, or load waste, the customer must provide accurate information about its contents and risks.
Customers must ensure that the property is safe, reasonably clean of severe hazards, and suitable for the agreed work. This includes turning off or securing dangerous equipment, informing us of pets that may interfere with access, and warning us of any known infestation, contamination, or structural issue. We may decline to work in conditions that pose a risk to staff or property. If the appointment proceeds despite a known hazard, you accept that our staff may take protective measures or restrict the work area.
Any estimates given by Harrow Cleaners are based on the information available at the time and are not binding fixed prices unless clearly stated as such. The actual duration of the job may vary depending on cleanliness levels, access, and the customer’s additional requests. If the time required is significantly longer than expected and the customer wishes the work to continue, we may charge an additional amount based on our standard rates or a revised quotation. We will try to communicate any likely overrun before it becomes material.
We may use subcontractors or suitably qualified personnel to complete part or all of the service. Where we do so, we remain responsible for the service as described in these terms, subject to lawful limitations. Customers may not transfer, resell, or assign their booking without our prior written consent. Any attempt to do so without permission may result in cancellation of the appointment.
All personal information supplied in connection with a booking will be used to manage the service, process payment, maintain records, and comply with legal obligations. We will handle such information in line with applicable data protection law. Payment details are used only for the purpose of completing the transaction or recovering sums due. By making a booking, you consent to us retaining necessary records for administrative, accounting, and legal purposes for a reasonable period.
Nothing in these terms affects your statutory rights as a consumer where the law gives you rights that cannot be excluded or restricted. If you book as a business customer, any trade-specific conditions will apply only where they have been expressly agreed in writing. If a court or competent authority finds any part of these terms unenforceable, the remaining provisions will continue in full force and effect.
These terms, any quotation we issue, and any service confirmation form the entire agreement between the customer and Harrow Cleaners regarding the relevant service. No person other than the parties to the agreement may enforce any part of it under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.
The laws of England and Wales govern these terms and any dispute or claim arising from them, including non-contractual disputes or claims. The courts of England and Wales will have exclusive jurisdiction, except where consumer protection law requires otherwise. Any dispute should first be raised with us in writing so that we have a fair opportunity to investigate and respond. We aim to resolve concerns promptly and reasonably without unnecessary formality.
By proceeding with a booking, you confirm that you have read, understood, and accepted these Harrow cleaners terms. You also acknowledge that our service is provided subject to the agreed scope, the information you supply, and the practical conditions at the property on the day. If you do not agree with these terms, you should not confirm the booking or allow work to commence.
