1. Introduction 

These Terms and Conditions govern the provision of cleaning services by CLNRUK ltd (“the Company”, “we”, “us”, “our”) to the client (“the Client”, “you”, “your”). 

By accepting a quotation, booking a service, or allowing work to commence, you agree to be bound by these Terms and Conditions. 

2. Scope of Services 

2.1 The Company shall provide cleaning services as outlined in the quotation, service agreement, work order, or booking confirmation. 

2.2 Any services not expressly included within the agreed scope of works shall be considered additional services and may incur additional charges. 

2.3 The Company reserves the right to amend the scope of work where site conditions differ materially from those disclosed at the time of quotation. 

2.4 The Company provides cleaning services, not tidying, decluttering, or organising services. Cleaning staff are not required to tidy belongings, clear clutter, organise possessions, or move personal items in order to access surfaces, unless specifically agreed in writing. 

3. Quotations and Pricing 

3.1 All quotations are valid for 30 days unless otherwise stated. 

3.2 Quotations are based upon information supplied by the Client and reasonable assumptions regarding the condition of the property. 

3.3 The Company reserves the right to revise pricing where: 

• The property’s condition differs substantially from that described. 

• Additional cleaning is required. 

• Access restrictions cause delays. 

• The Client requests additional services. 

3.4 Prices are exclusive of VAT unless otherwise stated. 

4. Access and Client Responsibilities 

4.1 The Client shall provide safe, unrestricted access to all areas scheduled for cleaning. 

4.2 The Client shall ensure: 

• Adequate access to water and electricity where required. 

• A safe working environment. 

• Disclosure of any known hazards before commencement. 

4.3 Failure to provide access may result in: 

• Additional waiting charges. 

• Aborted visit charges. 

• Rescheduling fees. 

4.4 The Client is responsible for securing cash, jewellery, confidential documents, valuables, and fragile items before cleaning begins. 

5. Condition of Property and Right to Refuse Service 

5.1 The property must be in a reasonably cleanable condition at the time of service. This means surfaces and areas scheduled for cleaning must be accessible and not obstructed by excessive clutter, belongings, rubbish, or other items. 

5.2 The Company reserves the right to refuse, abort, or terminate a clean, in whole or in part, where in its reasonable opinion: 

• The property cannot be effectively cleaned in its presented condition. 

• Excessive clutter, waste, or belongings prevent access to the areas to be cleaned. 

• The condition of the property differs materially from that described at booking. 

• The work required falls outside the scope of cleaning services (for example, tidying, clearance, or specialist services). 

5.3 Where a visit is refused or aborted under this clause, the Company may charge an aborted visit fee of up to 100% of the booking value, reflecting staff time, travel, and lost scheduling capacity. 

5.4 Where practical, the Company will notify the Client and offer the option to reschedule once the property has been brought to a cleanable condition. Rescheduled visits are treated as new bookings. 

6. Health and Safety 

6.1 The Company reserves the right to refuse, suspend, or terminate services where health and safety risks are identified. 

6.2 Services will not be undertaken in areas containing: 

• Asbestos. 

• Hazardous chemicals. 

• Biohazardous materials. 

• Human or animal waste. 

• Pest infestations. 

• Unsafe electrical installations. 

• Structural hazards. 

Unless specifically agreed in writing and appropriately risk assessed. 

6.3 The Company may immediately cease work where conditions pose a risk to staff or the public. 

7. Cleaning Products and Equipment 

7.1 The Company supplies its own professional cleaning products and equipment as standard. 

7.2 The Client may request that their own cleaning products or equipment be used instead. Such requests must be made before the service commences. 

7.3 Where Client-supplied products or equipment are used: 

• The Client confirms the products are suitable, safe, and appropriate for the intended surfaces. 

• The Company accepts no liability for damage, discolouration, poor results, or surface reactions caused by Client-supplied products or equipment. 

• The Company reserves the right to decline to use any product or equipment it considers unsafe, unsuitable, or ineffective. 

7.4 Cleaning results achieved with Client-supplied products may differ from those achieved with the Company’s own products, and re-clean requests will not be accepted where any shortfall is attributable to Client-supplied products. 

8. Cleaning Standards 

8.1 The Company will perform services using reasonable skill, care, and professional standards. 

8.2 Cleaning results may vary depending on: 

• Surface condition. 

• Age of materials. 

• Previous maintenance. 

• Existing damage. 

• Environmental factors. 

8.3 The Company does not guarantee the removal of: 

• Permanent stains. 

• Paint. 

• Rust. 

• Corrosion. 

• Deep limescale. 

• Mould staining. 

• Discolouration. 

• Odours embedded within materials. 

9. Furniture and Contents 

9.1 The Company will not move heavy furniture, appliances, machinery, or equipment unless specifically agreed. 

9.2 Areas obstructed by large or immovable items may be excluded from cleaning. 

9.3 The Client accepts responsibility for the protection of fragile, valuable, sentimental, or irreplaceable items. 

10. Existing Damage and Property Condition 

10.1 Cleaning may reveal pre-existing defects, damage, wear, deterioration, scratches, cracks, loose fittings, or discoloration previously concealed by dirt or grime. 

10.2 The Company shall not be liable for: 

• Existing damage. 

• Defective fixtures or fittings. 

• Poor workmanship by third parties. 

• Material failure due to age or condition. 

10.3 Any existing damage identified before or during service may be photographed and documented. 

11. Specialist Cleaning Exclusions 

Unless specifically agreed in writing, standard cleaning services exclude: 

• Biohazard cleaning. 

• Trauma scene cleaning. 

• Hoarder clearances. 

• Pest control. 

• Hazardous waste removal. 

• Asbestos removal. 

• Mould remediation. 

• Construction waste disposal. 

• Specialist restoration services. 

Additional quotations may be provided for such services where appropriate. 

12. End of Tenancy Cleaning 

12.1 End of tenancy cleaning is performed to a professional cleaning standard. 

12.2 The Company does not guarantee: 

• Deposit returns. 

• Landlord approval. 

• Letting agent approval. 

• Property inventory outcomes. 

12.3 Any re-clean requests must: 

• Relate to items within the original scope. 

• Be reported within 24 hours of completion. 

• Be supported by reasonable evidence where requested. 

13. Deep Cleaning Services 

13.1 Deep cleaning services are designed to improve cleanliness but cannot restore damaged, worn, stained, or deteriorated surfaces to a new condition. 

13.2 Additional labour may be required where contamination levels exceed expectations. 

14. Waste Disposal 

14.1 General cleaning waste generated during cleaning may be removed where agreed. 

14.2 Large volumes of waste, bulky items, hazardous materials, or commercial waste disposal are not included unless specifically quoted. 

14.3 Disposal costs may be charged separately. 

15. Complaints and Quality Assurance 

15.1 The Client must notify the Company of any concerns within 24 hours of service completion. 

15.2 The Company shall be given a reasonable opportunity to inspect and rectify any legitimate issues before third-party contractors are engaged. 

15.3 Failure to provide such opportunity may invalidate any claim for compensation. 

16. Payment Terms 

16.1 Payment is due in accordance with the terms stated on the quotation or invoice. 

16.2 Unless otherwise agreed: 

• Domestic services: payment due upon completion. 

16.3 Late payments may incur: 

• Statutory interest. 

• Debt recovery costs. 

• Administrative charges. 

16.4 The Company reserves the right to suspend future services until outstanding balances are paid. 

17. Cancellations, Rescheduling and Refunds 

17.1 Clients may cancel services by providing notice in writing. 

17.2 Cancellation charges may apply as follows: 

• More than 48 hours: no charge. 

• 24–48 hours: no charge. 

• Less than 24 hours: 100% of booking value. 

17.3 The Company reserves the right to reschedule or cancel services due to: 

• Staff illness. 

• Adverse weather. 

• Vehicle breakdown. 

• Circumstances beyond reasonable control. 

17.4 The Company reserves the right to decline or cancel any booking at its reasonable discretion, including where the property, working conditions, or the conduct of the Client or occupants makes it inappropriate or impractical to proceed. Where the Company cancels a booking before work commences and no fault lies with the Client, any payment made for the cancelled visit will be refunded. 

17.5 Refunds are otherwise issued at the Company’s reasonable discretion. No refund will be due where: 

• The service has been performed in accordance with the agreed scope. 

• A visit is refused, aborted, or terminated due to the condition of the property, lack of access, or the conduct of the Client or occupants. 

• Concerns are raised outside the 24-hour notification period in Clause 15.1. 

• The Company has not been given a reasonable opportunity to inspect and rectify reported issues. 

17.6 Nothing in these Terms affects the Client’s statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation. 

18. Limitation of Liability 

18.1 Nothing in these Terms limits liability for: 

• Death or personal injury caused by negligence. 

• Fraud or fraudulent misrepresentation. 

• Any liability that cannot be excluded by law. 

18.2 Subject to Clause 18.1, the Company’s total liability shall not exceed the total fees paid for the specific service giving rise to the claim. 

18.3 The Company shall not be liable for: 

• Consequential losses. 

• Loss of profits. 

• Business interruption. 

• Loss of reputation. 

• Indirect damages. 

19. Insurance 

19.1 The Company maintains appropriate public liability insurance. 

19.2 Evidence of insurance may be provided upon reasonable request. 

19.3 Insurance coverage remains subject to the terms, conditions, exclusions, and limitations of the relevant policy. 

20. Force Majeure 

The Company shall not be liable for delays or failure to perform resulting from circumstances beyond its reasonable control, including but not limited to: 

• Severe weather. 

• Flooding. 

• Fire. 

• Industrial action. 

• Government restrictions. 

• Utility failures. 

• Acts of God. 

21. Data Protection 

21.1 The Company processes personal information in accordance with applicable UK data protection legislation, including the UK GDPR and the Data Protection Act 2018. 

21.2 Personal information shall be used solely for: 

• Service delivery. 

• Customer support. 

• Invoicing. 

• Legal and regulatory compliance. 

21.3 Personal information shall not be sold to third parties. 

22. Photography, Documentation and Promotional Use 

22.1 The Company may take photographs before, during, and after cleaning: 

• For quality control. 

• For evidential purposes. 

• For training and compliance. 

• For marketing and promotional purposes, including use on the Company’s website and social media channels. 

22.2 Before and after images used for marketing or promotional purposes will not include any occupants, personal documents, or information that identifies the Client, the occupants, or the property’s address or location. 

22.3 The Client may opt out of promotional use of images at any time by notifying the Company in writing, in which case images of their property will be used only for quality control, evidential, training, and compliance purposes. 

22.4 No images identifying occupants will be used publicly without express consent. 

23. Termination 

23.1 Either party may terminate ongoing service agreements by providing written notice in accordance with the agreed contract terms. 

23.2 The Company may terminate services immediately where: 

• Payment remains outstanding. 

• Staff are subjected to abuse, harassment, or unsafe conditions. 

• Material breaches of these Terms occur. 

24. General 

24.1 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. 

24.2 Failure by the Company to enforce any provision of these Terms shall not constitute a waiver of that provision. 

24.3 These Terms, together with the relevant quotation or booking confirmation, constitute the entire agreement between the parties in relation to the services. 

25. Governing Law 

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. 

Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales. 

26. Contact Information 

CLNRUK ltd 

info@clnruk.com 

(+44) 7348 663701 

www.clnruk.com 

By accepting a quotation, booking a service, or permitting work to commence, the Client acknowledges that they have read, understood, and agreed to these Terms and Conditions.