UK Service Terms and Conditions for Maidavale Cleaner

These service terms and conditions set out the basis on which Maidavale Cleaner provides domestic and related cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing a cleaner to start work, you agree to be bound by these terms. Please read them carefully before placing a request for any cleaning service. These terms are intended to be clear, practical, and fair, while protecting both the customer and the company in relation to cleaning appointments, access arrangements, payments, cancellations, service limits, and legal responsibilities.

1. Scope of Services

Maidavale Cleaner provides a range of domestic cleaning services, which may include regular cleaning, one-off house cleaning, deep cleaning, end-of-tenancy cleaning, and other agreed cleaning tasks. The exact service will depend on the booking details confirmed at the time of reservation. Any task not specifically agreed in advance may be refused or treated as an additional service. Our cleaners will carry out work with reasonable care and skill, using standard professional methods appropriate for the type of appointment booked.

Service expectations

Customers must ensure that the property is accessible, safe, and reasonably prepared for the booked service. This includes providing entry instructions, ensuring utilities are available where needed, and removing personal valuables or items that require special handling. If the area to be cleaned contains hazards, fragile objects, biohazards, infestations, or unusual contamination, you must tell us in advance. We may decline, pause, or adjust the service if the working environment is unsafe or if the requested task falls outside our normal scope.

2. Booking Process

Bookings for Maidavale Cleaner services may be made by any agreed communication method offered by the company. A booking request does not create a binding contract until the service details have been accepted and confirmed. Confirmation may include the type of service, date, start time, duration, property size or scope, and any special instructions. We may request additional information to assess the work, allocate time properly, or confirm whether specialist cleaning products or equipment will be needed.

It is your responsibility to provide accurate information when arranging a Maidavale Cleaner appointment. If the details you give are incomplete or incorrect, the time required may be underestimated, the price may need to change, or the service may need to be rescheduled. We reserve the right to cancel or amend a booking if essential information is withheld. In some cases, a cleaner may only be able to complete part of the work if the actual conditions differ significantly from those described at the time of booking.

Changes to appointments

If you wish to change the date, time, or service scope after confirmation, we will try to accommodate the request, but changes are subject to availability. Alterations may affect the quoted price and the cleaning schedule. Where a change is requested at short notice, the original booking may be treated as cancelled, and cancellation charges may apply. We may also need to reallocate the appointment if the revised requirements no longer match the original booking.

3. Pricing and Payments

Prices for Maida Vale Cleaner services are normally based on the type of cleaning, estimated duration, number of rooms, condition of the property, and any special requirements. All prices are quoted in pounds sterling unless stated otherwise. Where a fixed price has been provided, it applies only to the agreed scope of work and assumes the information supplied was accurate. Where a time-based price is used, the final charge will reflect the time actually spent on the job and any agreed extras.

Payment terms will be confirmed at the time of booking or before the appointment takes place. We may require advance payment, a deposit, payment on completion, or payment within a specified period after the service. If payment is taken by card, bank transfer, or another electronic method, you must ensure that funds are available and authorisation is valid. If a payment fails, is reversed, or is disputed without good reason, we may suspend future services and recover reasonable costs associated with the non-payment.

Additional charges

Extra charges may apply where the service is extended beyond the agreed time, where additional rooms are added, where heavily soiled areas require more intensive work, or where specialist cleaning products are needed. If the cleaner encounters an issue that requires extra time or materials, we will normally seek approval before proceeding, where that is reasonably practicable. If approval cannot be obtained during the appointment, the additional charge may still apply where the extra work was necessary to complete the service safely and properly.

4. Cancellations, Delays, and Access

Cancellations should be made as early as possible. If you cancel within the permitted notice period, any deposit may be refunded or retained according to the booking terms confirmed for your specific appointment. Late cancellations, missed appointments, or refusal of access may result in a cancellation fee, especially where a cleaner has already travelled to the property or reserved time exclusively for your booking. The purpose of any fee is to reflect the cost of lost time and administrative scheduling.

If a cleaner cannot gain access at the agreed time because keys, codes, lock instructions, or a responsible person are unavailable, the booking may be treated as a late cancellation or failed visit. You are responsible for ensuring that access arrangements are correct and safe. If a property cannot be entered, or if work cannot begin for reasons outside our control, we may charge the full or partial service fee, depending on the circumstances and the amount of time lost.

Delays and force majeure

If a cleaner is delayed by traffic, severe weather, illness, equipment failure, or events outside our reasonable control, we will try to notify you and offer a revised arrival time or alternative date. We are not liable for delay caused by circumstances beyond our control, provided we take reasonable steps to manage the disruption. In cases of emergency, public transport failure, extreme weather, or other unforeseeable events, appointments may need to be postponed without liability for indirect losses.

5. Customer Responsibilities

You must ensure that the property is in a condition that allows the cleaning service to proceed efficiently and safely. This includes removing or securing valuables, cash, jewellery, confidential documents, and delicate items. You are also responsible for advising us about pets, restricted areas, alarm systems, parking restrictions, and any household conditions that could affect the service. Where necessary, you should provide suitable instructions for access, security, and the handling of fragile or high-value property.

Customers must not ask cleaners to carry out illegal, unsafe, discriminatory, or abusive tasks. Cleaners may refuse work if they believe it would place them at risk or breach the law. The service does not include handling hazardous materials, bodily fluids, mould remediation, pest eradication, or any specialist activity that requires regulated training unless this has been expressly agreed and properly arranged in advance. If such issues are discovered, the cleaner may stop work and report the matter to the company.

Property condition

We will not be responsible for pre-existing damage, wear and tear, loose fittings, unstable surfaces, poor workmanship, or items already in a fragile condition. Where a surface, appliance, or fixture is particularly delicate, you should inform us before the appointment so that appropriate care can be taken. We may decline to clean certain items if doing so could cause damage or if the item requires specialist treatment beyond the standard service.

6. Liability and Limitations

Maidavale Cleaner will provide services with reasonable care and skill. If we fail to do so, and the failure is our fault, we may agree to re-perform the service, reduce the charge, or offer another appropriate remedy in line with applicable law. Our liability is limited to direct losses that are reasonably foreseeable at the time of booking. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or for fraud.

We are not responsible for loss or damage caused by inaccurate information supplied by the customer, insecure access arrangements, unsuitable instructions, hidden defects, or events outside our control. We are also not liable for indirect or consequential losses, such as loss of business, loss of earnings, or loss of opportunity, arising from a cleaning appointment unless required by law. Any claim relating to damage should be reported as soon as reasonably possible, with sufficient information for us to investigate the matter fairly.

Where an item is alleged to have been damaged during a cleaning appointment, we may request photographs, purchase details, or a reasonable opportunity to inspect the item and the affected area. We may also consider whether the item was already damaged, improperly maintained, or unsuitable for the cleaning method used. If a claim is valid, our remedy may be limited to repair, replacement, or compensation up to the amount paid for the relevant service, subject to the facts and the law.

7. Waste Regulations and Disposal

Cleaning services may involve the removal of ordinary household waste, packaging, dust, and other non-hazardous materials generated during the appointment. Any disposal of waste will be handled in a lawful and responsible manner, consistent with applicable UK waste regulations and local disposal requirements. We may separate refuse, bag waste appropriately, and leave it in designated collection areas where instructed and permitted to do so.

We do not remove controlled waste, clinical waste, sharps, asbestos, chemicals, paint, solvents, oils, batteries, electrical equipment, or other items requiring specialist disposal unless this has been expressly agreed in writing and handled in accordance with the law. Customers must inform us in advance if any waste presents a health, safety, or legal issue. If prohibited materials are discovered during the service, the cleaner may isolate the item, stop work in the affected area, or request further instructions.

Environmental care

We aim to use products and disposal practices that are reasonably considerate of the environment, subject to the needs of the job and the materials available. However, specific eco-friendly outcomes cannot be guaranteed unless expressly agreed. Customers remain responsible for providing accurate information about hazardous items in the property and for making sure that any waste requiring special treatment is dealt with by the appropriate authorised service.

8. Complaints, Service Issues, and Remedies

If you are unhappy with any part of the service, you should raise the issue promptly so that we can review what happened and seek a fair resolution. In many cases, a concern can be resolved by returning to complete overlooked areas, correcting an error, or discussing an appropriate refund or partial refund where justified. Any complaint should include the booking details and a clear description of the issue, allowing us to investigate efficiently and objectively.

We aim to handle service issues in a practical manner and in line with applicable consumer protection rules. A complaint does not automatically mean that a refund will be due, but we will consider the circumstances, the quality of the work carried out, and any evidence supplied. If an appointment could not be completed because of our fault, we may offer a rebooked visit or another suitable remedy, depending on the nature of the problem.

Nothing in these terms affects your statutory rights under UK consumer law. If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in full force. We may update these terms from time to time, and the version in force at the time of your booking will generally apply to that booking unless a change is required by law.