Brixton Cleaner Terms and Conditions

These Terms and Conditions apply to all domestic and commercial cleaning services provided by Brixton Cleaner and set out the basis on which cleaning appointments are accepted, carried out, paid for, amended and, where necessary, cancelled. By making a booking, the client confirms that they have read, understood and agreed to these terms. For the avoidance of doubt, the words we, us and our refer to Brixton Cleaner, while you and your refer to the client, customer, tenant, landlord, managing agent or other person instructing the service.

These terms are intended to be clear and fair and should be read carefully before any appointment is confirmed. They apply to one-off cleans, recurring cleans, end of tenancy cleaning, deep cleaning, after-build cleaning, and any other cleaning service agreed in writing or verbally and then accepted by us. Any special requirements, access arrangements, or service limitations should be discussed and confirmed before the cleaning date.

We reserve the right to decline or withdraw a service request where the work requested is unsafe, unlawful, outside our normal service scope, or not reasonably achievable within the time, equipment, or cleaning materials agreed. If a booking is accepted, we will carry out the service with reasonable care and skill, using suitable methods and products appropriate to the task and the condition of the property.

1. Booking Process

A booking is only considered confirmed once we have acknowledged the requested service and agreed the date, time, scope of work, and any relevant price estimate or fixed fee. A booking may be made by phone, email, messaging service, or any other method we make available. However, the exact time of arrival may be subject to change due to traffic, previous appointments, access issues, or operational delays. If a time window is given, it should be understood as an estimate rather than a guarantee unless we have expressly stated otherwise.

When arranging a Brixton cleaning service, you must provide accurate and complete information about the property and the work required. This includes, where relevant, the number of rooms, type of flooring, visible stains, pet hair, mould, grease build-up, post-renovation dust, and any fragile items or restricted areas. If the information provided is incomplete or materially inaccurate, we may revise the price, change the service plan, or cancel the booking if the task becomes unsuitable or unsafe.

It is your responsibility to ensure that we have the correct access details for the property, including keys, entry codes, parking restrictions, security procedures, and any requirements to notify a concierge, landlord, tenant, or building manager. If access is delayed or refused, this may count as a late cancellation or a failed appointment, and waiting time or call-out charges may apply. We are not responsible for delays caused by missing, incorrect, or incomplete access arrangements supplied by you.

We may request photographs, brief descriptions, or other relevant information before confirming a clean, especially where the job involves heavy soiling, specialist surfaces, or large properties. This helps us allocate the correct team, time, and equipment. Any quotation or estimate is based on the information available at the time and may be adjusted if the actual condition of the property differs significantly from what was described.

Any request to change the date, service type, or scope after the booking has been confirmed is subject to availability and may affect the price. We will always try to accommodate reasonable changes, but we are not required to do so. If changes are significant, we may treat the original booking as cancelled and ask that a new booking be made under revised terms.

2. Pricing and Payments

Prices are normally quoted based on the size of the property, the nature of the cleaning task, the estimated time required, and any specialist equipment or materials needed. Unless stated otherwise, all prices are quoted in pounds sterling. Any estimate is not a fixed price unless we have expressly confirmed it as fixed in writing. Where the condition of the property is worse than expected, additional charges may apply to reflect the extra time, labour, or materials required.

Payment terms will be agreed at the time of booking or on completion, depending on the type of service. We may require advance payment, a deposit, or full payment before the cleaning begins, particularly for one-off cleans, high-value bookings, or appointments involving third-party access. In some cases, payment may be due immediately after completion. If an invoice is issued, it must be paid by the due date stated on the invoice. Late payments may result in suspension of further services and, where appropriate, recovery action.

Brixton Cleaner accepts the payment methods we specify from time to time. If a card payment, bank transfer, or online payment fails, is reversed, or is disputed without valid reason, we may charge administrative costs and may refuse to provide future services until the outstanding balance is settled. You agree that any deposits paid may be retained in accordance with these terms if the service is cancelled late or if we incur costs because of your breach.

3. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by providing notice in advance. The notice period required may vary depending on the type of service, the size of the booking, and whether staff, equipment, or products have already been allocated. Where no specific notice period is stated, we expect reasonable notice so that the appointment can be reassigned. If you cancel too close to the appointment time, we may charge a cancellation fee or retain any deposit paid.

If our team arrives at the property and cannot gain access, or if the property is not ready for cleaning because of unresolved occupancy, building work, lack of utilities, unsafe conditions, or other preventable issues, the appointment may be treated as a missed booking. In such cases, we may charge for the time and costs wasted, including travel and waiting time. We will decide reasonably whether to wait, return later, or leave the premises.

If we need to cancel or reschedule due to illness, emergency, equipment failure, unsafe weather conditions, or other matters beyond our control, we will notify you as soon as reasonably possible and seek a suitable alternative appointment. We will not be liable for indirect losses caused by such changes, although any sums paid for a service not provided will be refunded or reallocated, as appropriate. A cleaning appointment is a scheduled service, not a guarantee that timing will never change.

4. Service Standards, Customer Duties, and Property Condition

We will use reasonable care and skill in delivering each Brixton cleaning service. However, cleaning outcomes depend on the original condition of the property, the materials present, and the limitations of household or commercial surfaces. Some stains, odours, scratches, ingrained marks, limescale, mould, discolouration, or aged wear may not be fully removable. We do not promise restoration of items beyond normal cleaning unless we have expressly agreed a specialist treatment in writing.

You must ensure that the property is safe for cleaning. This includes informing us about any electrical faults, biohazards, sharp objects, pest infestations, unstable fixtures, or fragile finishes that may be affected by standard cleaning methods. You should also remove valuables, medication, cash, confidential documents, and personal items unless we have agreed in writing to move or handle them. We are not responsible for items left in unsuitable places or for damage caused by hidden defects, pre-existing wear, or unsuitable conditions that were not disclosed.

4.1 Where cleaning products or methods are specified by you, you accept responsibility for any resulting damage if they are unsuitable for the surface or environment. We may refuse to use a product or method if, in our judgment, it presents a risk to health, safety, or the integrity of the property. We may also pause work if we discover conditions that were not disclosed and that materially affect the safe performance of the service.

5. Liability and Limitations

Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that position, our liability is limited to losses that are foreseeable and directly caused by our breach of contract or negligence. We do not accept responsibility for indirect, special, or consequential losses, loss of earnings, loss of profit, loss of enjoyment, or business interruption.

Where any item is damaged as a direct result of our proven negligence, our responsibility will normally be limited to the reasonable repair cost or replacement value of the item, taking into account age, condition, and depreciation. We may request evidence of ownership, photographs, and an independent quotation or assessment before considering any claim. Claims must be raised as soon as reasonably possible after the event and, in any case, within a reasonable time so that we can inspect the issue.

We will not be liable for loss or damage caused by events outside our reasonable control, including fire, flood, extreme weather, power failure, public disorder, terrorism, industrial action, or acts or omissions of third parties. We are also not responsible for damage caused by ordinary wear and tear, pre-existing defects, poor workmanship by others, unsuitable instructions, or deterioration that becomes apparent during cleaning. If a service is interrupted because of a safety issue, we may stop work without liability for resulting inconvenience.

6. Waste Regulations and Disposal

Where our services involve the removal of waste, rubbish, packaging, or unwanted household materials, the disposal process will be handled in accordance with applicable UK waste laws and environmental requirements. We do not act as a waste carrier unless expressly stated, and we will not remove prohibited materials, controlled waste, hazardous substances, sharps, chemicals, or items requiring specialist disposal unless we have agreed in advance and are legally permitted to do so.

It is your responsibility to identify any waste that may require special handling, including paint, solvents, cleaning chemicals, batteries, fluorescent tubes, needles, medical waste, asbestos, or electrical appliances. If such items are found without prior disclosure, we may leave them in place, stop work, or request additional arrangements. You must not ask us to dispose of items in a way that would breach environmental, health, or safety obligations. We will not participate in unlawful dumping or any disposal method that conflicts with relevant legislation.

7. Access, Security, and Keys

If we are entrusted with keys, fobs, access cards, or codes, we will take reasonable care of them while they are in our possession. You agree to provide only the access necessary for the agreed service and to notify us promptly if access credentials need to be changed or deactivated. Any keys or access devices provided to us should be clearly labelled if required and collected or returned according to the arrangement confirmed at booking.

We may keep a record of access instructions for service efficiency and security. However, we will not be responsible for consequences arising from outdated instructions that you did not update. If your property requires special entry procedures, alarm disarming, or supervised access, you must tell us in advance. We may refuse access methods that are unsafe, impractical, or inappropriate for our staff.

7.1 If we believe there is a security risk, we may ask for proof of occupancy, authority to enter, or other reasonable verification before commencing work. This is to protect all parties and prevent unauthorised access or disputed attendance. Failure to provide adequate verification may result in cancellation or delay.

8. Complaints, Corrections, and Refunds

If you believe the service has not been delivered to a reasonable standard, you must notify us within a reasonable period so we can investigate. Where appropriate, we may arrange a revisit to address the issue, provided the complaint relates to work we carried out and the property has not been altered since completion. We will not revisit where the complaint is based on expectations that were not agreed, on conditions outside our control, or on faults existing before the clean.

Refunds are not automatic and will depend on the facts of each case. If a refund is justified, it may be partial or full depending on the work completed and the extent of any proven failure. Any agreed refund will be processed using the original payment method where possible, unless another arrangement is agreed. Revisit and refund decisions do not affect your statutory rights.

If a complaint concerns damage, missing items, or access issues, you should report it promptly and provide supporting evidence where available. We may need to inspect the property, review booking notes, and speak with staff involved in the appointment. Delayed reporting may make it harder to investigate and may affect the outcome.

9. Governing Law

These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer law provides otherwise. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force and effect.

10. General Provisions

We may update these terms from time to time to reflect changes in law, business practice, or service arrangements. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. No failure or delay by us in enforcing any provision shall be treated as a waiver of that provision. You may not transfer your rights or obligations under these terms without our written consent.

These terms form the entire agreement between you and Brixton Cleaner in relation to the service booked, unless we have expressly agreed otherwise in writing. Any verbal statements made before booking will not override these terms unless confirmed in writing. By proceeding with a booking, you confirm that the information you provided is accurate to the best of your knowledge and that you have authority to accept these terms on behalf of the property owner or other relevant party, where applicable.