Cleaners Oho Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners Oho provides domestic and commercial cleaning services in the UK. By making a booking, you agree that these terms apply to the supply of our cleaning services, whether the appointment is one-off, recurring, end-of-tenancy, deep cleaning, or another agreed service. We aim to keep our service clear, professional, and fair, while protecting both the customer and Cleaners Oho from misunderstandings. These terms are written for a legal information page and should be read together with any booking confirmation, quotation, or service notes issued before the appointment.

In these Terms and Conditions, references to “we”, “us”, and “our” mean Cleaners Oho, and references to “you” or “your” mean the person, business, landlord, tenant, agent, or other party booking or receiving the service. If you arrange cleaning on behalf of someone else, you confirm that you have authority to accept these terms for that person or property. If any part of these terms is found to be unenforceable, the remaining sections will continue to apply. Headings are included for convenience only and do not affect interpretation.

The service provided by Cleaners Oho is limited to the cleaning tasks agreed in advance. Any additional work requested on the day may be accepted or declined at our discretion and may involve additional charges. We reserve the right to decline or stop work where conditions are unsafe, the requested service is outside our scope, or the property presents a material risk to our staff, equipment, or schedule. Nothing in these terms affects your statutory rights as a consumer where those rights apply.

1. Booking Process

Bookings may be made through an agreed booking channel and are only confirmed when we have accepted the appointment and, where required, received any deposit or prepayment. A request to book does not guarantee availability. The booking confirmation will normally set out the date, approximate time, property details, service type, duration, and any special instructions. You are responsible for checking the information carefully and telling us promptly if anything is incorrect.

For a Cleaners Oho booking, you must provide accurate details about the property, the size of the premises, the level of cleaning required, access arrangements, parking restrictions if relevant, and any hazards that may affect the service. If the information you supply is incomplete or inaccurate, the cleaner may need extra time, additional products, or a revised quotation. We may amend the price or decline the booking if the actual work materially differs from what was described at the time of booking.

You agree to ensure reasonable access to the premises at the agreed time. This includes making sure keys, codes, entry instructions, and other access arrangements are available in advance. If we are unable to enter the property at the booked time because of your failure to provide access, we may treat this as a late cancellation or failed appointment and charge accordingly. If the service requires the presence of another person, such as a landlord, tenant, or concierge, you are responsible for ensuring that person is present and cooperative.

2. Prices and Payments

Prices may be fixed, estimated, hourly, or calculated by reference to the size and condition of the property. Unless stated otherwise, all charges are quoted in pounds sterling and may include VAT where applicable. Any quotation is based on the information you provide and may be revised if the condition, layout, or cleaning requirements are materially different when the service begins. If extra time is needed to complete the agreed work, we may charge for the additional time or services at the relevant rate.

Payment terms will be confirmed at booking or in the invoice. Cleaners Oho services may require payment in advance, on the day, or within a stated period after completion, depending on the type of service and customer profile. We reserve the right to request a deposit, full prepayment, or card authorisation before attending. If payment is not received when due, we may suspend future bookings, charge reasonable recovery costs, and charge interest on overdue sums in accordance with applicable UK law.

Where a customer disputes an invoice, they must notify us promptly with clear reasons and relevant evidence. Disputing a charge does not remove the obligation to pay any undisputed amount by the due date. We are not responsible for bank fees, currency conversion charges, or card processing fees imposed by your provider unless we have expressly agreed otherwise. Any promotional price or discount applies only in accordance with the conditions stated at the time of offer and may be withdrawn for future bookings.

3. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us reasonable notice. Unless a different cancellation policy is stated in your booking confirmation, cancellations made with insufficient notice may incur a charge to reflect reserved staff time, travel, and administration. For recurring cleaning arrangements, notice of termination may be required to cancel future visits. If you cancel after the cleaner has already been dispatched, arrived, or begun work, the full or partial service fee may still apply.

We may also need to cancel or reschedule an appointment due to staff illness, unsafe conditions, severe weather, equipment failure, or events beyond our reasonable control. In such cases, we will usually offer an alternative time. If we cannot reasonably rebook, any prepaid amount for the cancelled service will be refunded for the unused portion, subject to any non-refundable charges disclosed in advance. We will not be liable for indirect losses caused by a reasonable cancellation or rescheduling.

If no one is available to provide access, or if the property cannot be cleaned because utilities, water, electricity, or necessary facilities are unavailable, the appointment may be treated as a failed visit. The same may apply where pets, unsecured valuables, aggressive behaviour, or unsafe working conditions prevent completion. In these circumstances, the fee may remain payable in full or in part. Cleaners Oho may refuse to work until conditions are made safe and suitable.

4. Service Standards and Customer Responsibilities

We will use reasonable care and skill in delivering our cleaning services, using products and methods that are generally suitable for the agreed task. However, you are responsible for informing us about delicate materials, special surfaces, stains, fragile items, pre-existing damage, or manufacturer instructions that may affect the cleaning process. Where specific products or methods must not be used, you must tell us before the appointment begins.

You should remove or secure valuables, cash, jewellery, confidential documents, medicines, and personal items before the cleaner arrives. While our staff are expected to behave professionally, Cleaners Oho cleaning services are not a housekeeping or security service. We do not inspect every item in the property and cannot accept responsibility for items that were left accessible in an unsecured manner, unless loss or damage was caused by our negligence or wilful misconduct.

If you ask for a result that depends on pre-existing repairs, specialist restoration, or professional treatment beyond normal cleaning, we may explain that the outcome cannot be guaranteed. Certain marks, limescale, mould staining, ingrained dirt, paint, rust, damage, or odours may not be fully removable through standard cleaning. We are entitled to decide whether an item or area can safely be cleaned. If we believe a task could cause damage, we may decline to carry it out.

5. Liability and Limitations

We accept liability for direct loss or damage caused by our proven negligence, breach of contract, or failure to use reasonable care and skill. If damage is caused by us, you must notify us as soon as reasonably possible and provide evidence, including photographs and a description of the issue. We may ask to inspect the damage or to obtain repair quotations before agreeing any remedy. Our preference will usually be to repair, replace, or compensate for the direct loss, depending on what is reasonable in the circumstances.

We are not liable for pre-existing damage, ordinary wear and tear, hidden defects, or damage caused by unsuitable materials, inaccurate information, or your failure to disclose relevant risks. To the fullest extent permitted by law, we exclude liability for indirect, consequential, or economic losses, loss of profit, loss of business, loss of goodwill, and loss of opportunity. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

Our total liability for any single claim or series of related claims arising from a booking will be limited to the amount paid or payable for the relevant service, unless a higher limit is required by law. If you are a business customer, you acknowledge that the service is not provided on the basis of any guarantee that the premises will be restored to a particular standard unless that standard has been expressly agreed in writing. This limitation is intended to be fair and proportionate to the nature of the service.

6. Waste Regulations and Disposal

Where our cleaning service involves removing waste, rubbish, or unwanted materials, disposal will be handled in line with applicable UK waste regulations and in accordance with the service agreed. We do not ordinarily remove hazardous waste, clinical waste, asbestos, sharps, chemical waste, or any item that requires a specialist licensed carrier unless this has been expressly agreed in advance and can lawfully be undertaken. You must tell us if any materials to be removed are regulated, contaminated, or potentially dangerous.

Any waste left for collection must be safe to handle and properly separated where necessary. You are responsible for ensuring that prohibited or hazardous items are not mixed with general waste. If we discover waste that cannot lawfully be transported, stored, or disposed of by us, we may refuse removal and charge for any wasted visit or additional time. We will not knowingly breach waste handling laws, environmental duties, or health and safety obligations when providing our cleaning services.

If the service includes disposal of packaging, clutter, or domestic rubbish, ownership of those items transfers to us only to the extent necessary to lawfully remove and dispose of them. You confirm that you have authority to dispose of the items and that they do not contain confidential data or prohibited contents unless specifically disclosed. Where we arrange disposal through a third party, any third-party terms and lawful disposal requirements may also apply.

7. Termination, Suspension, and Changes

We may suspend or terminate services immediately if you fail to pay on time, provide false information, create an unsafe working environment, or materially breach these Terms and Conditions. We may also cancel a booking if continuing would be unlawful, impractical, or inconsistent with our service standards. If this happens, we will usually explain the reason and, where appropriate, refund any payment for services not yet provided, less any reasonable charges already incurred.

We reserve the right to update these terms from time to time. The version in force at the time of booking will usually apply to that booking, unless a change is required by law or is clearly intended to apply retrospectively. For repeat customers, updated terms may apply to future appointments once notified or published through the agreed booking process. Continued use of our services after notice of a change will be treated as acceptance of the updated terms.

8. Governing Law and General Provisions

These Terms and Conditions are governed by the laws of England and Wales. If you live in Scotland or Northern Ireland, you may also be entitled to rely on any mandatory consumer protections that apply in your jurisdiction. Any dispute arising from or connected with these terms, the booking, or the service will be dealt with by the courts having jurisdiction under UK law. Nothing in this section prevents either party from seeking informal resolution before starting formal proceedings.

If any provision of these terms is found invalid, unlawful, or unenforceable, that provision will be severed to the minimum extent necessary and the rest of the terms will remain in force. Failure by either party to enforce any right or remedy immediately does not mean that right has been waived. These terms, together with the booking confirmation and any written variation agreed by us, form the entire agreement between you and Cleaners Oho in relation to the relevant service.

Cleaners Oho may assign or subcontract part of the service where reasonably necessary, provided that the overall standard of care remains consistent with these terms. You may not transfer your rights or obligations under a booking without our prior written consent. By confirming a booking, you acknowledge that you have read, understood, and agreed to these Terms and Conditions and that they represent a fair and balanced agreement for the provision of cleaning services in the UK.