Bow Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which cleaning services are supplied by Bow Cleaners. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and practical arrangement for both parties. They apply to domestic and commercial cleaning services unless a separate written agreement states otherwise.

For the purposes of these terms, references to “we”, “us”, and “our” mean Bow Cleaners, while “you” and “your” refer to the customer, client, or person making the booking. These Bow Cleaners terms and conditions are intended to be read carefully before any appointment is confirmed. If any part of the service is unclear, the customer should review the booking details and service scope before the visit takes place.

A booking is treated as an offer by the customer to purchase cleaning services under these terms. We may accept or decline a booking at our discretion, depending on availability, operational requirements, and whether the requested work is suitable for the service offered. Once accepted, the booking becomes binding and the cleaning appointment is reserved for the agreed date and time.

Booking Process

Bookings are normally made by providing the required service details, including the type of cleaning required, property size or scope of work, preferred date, and any relevant access information. The customer must ensure that all information given at the time of booking is accurate and complete. If the job description changes after booking, we may revise the price, timing, staffing, or equipment requirements accordingly.

We will confirm the booking only when we are satisfied that the requested service can be provided. Confirmation may include a written summary of the appointment, the estimated duration, and any special conditions. It is the customer’s responsibility to check that the booking confirmation matches the required service. Any discrepancy should be raised promptly so it can be corrected before the appointment.

Access arrangements are an essential part of the booking process. The customer must make sure that the property is accessible at the agreed time and that any necessary keys, codes, parking permissions, or entry instructions are available. If our team is unable to enter the property or complete the service because access has not been arranged properly, the appointment may still be charged in full or in part.

Payments and Charges

Prices may be provided as fixed fees, hourly rates, or estimated charges, depending on the nature of the work. Any estimate is based on the information supplied by the customer and may change if the actual conditions differ from those described. Additional charges may apply for urgent bookings, specialist tasks, extra labour, equipment, travel, or the disposal of waste where permitted by law.

Payment terms will be confirmed at the time of booking or in the booking confirmation. Unless otherwise agreed in writing, payment is due on completion of the service or in advance where prepayment is required. We may request a deposit to secure a booking, particularly for larger jobs, repeat appointments, or services that require reserved time and dedicated resources.

Accepted payment methods may include bank transfer, debit card, credit card, or another method agreed in advance. The customer must ensure that payments are made in full and on time. If a payment is reversed, disputed without valid reason, or remains outstanding after the due date, we may suspend further services, recover administrative costs, and pursue the debt through lawful means.

Cancellations, Rescheduling and Missed Appointments

Customers may cancel or reschedule a booking by giving reasonable notice. Where less notice is given, a cancellation fee may be charged to reflect the reserved time, staffing costs, and planning already committed to the appointment. The level of any fee will depend on the timing of the cancellation and the nature of the service booked.

If a customer is not present at the agreed time, fails to provide access, or prevents the work from being carried out, the booking may be treated as a missed appointment. In such cases, the full fee or a substantial portion of it may still be payable. We will normally make reasonable efforts to contact the customer, but we are not obliged to wait indefinitely or rearrange the visit without additional charge.

We may also need to cancel or reschedule a booking due to illness, staff shortages, severe weather, safety concerns, equipment failure, or circumstances beyond our reasonable control. Where this happens, we will take reasonable steps to offer an alternative appointment. Our liability is limited to refunding any sums paid for the affected booking where no replacement service can be arranged.

Service Standards and Customer Responsibilities

We will provide the service with reasonable care and skill, using suitable equipment and methods for the agreed task. The customer must ensure that the property is in a condition that allows the work to be carried out safely. This includes removing fragile items, disclosing known hazards, and identifying any areas that require special handling, restricted access, or additional precautions.

The customer should also notify us in advance of any surfaces, fittings, or materials that may be delicate, easily marked, or unsuitable for standard cleaning products. Where the customer asks us to clean high-value, antique, or unusually sensitive items, we may decline to do so or may require a specific written instruction. Bow Cleaners service terms do not cover damage resulting from undisclosed defects, pre-existing wear, or unsuitable cleaning instructions provided by the customer.

The customer is responsible for ensuring that children, pets, and third parties are kept safe during the visit. We may refuse to continue work if conditions at the property are unsafe or if there is a risk to our staff, the customer, or others present. Any delay caused by unsafe conditions, lack of preparation, or incomplete information may result in additional charges.

Liability and Limitations

Nothing in these Bow Cleaners terms and conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law. Subject to that, we will not be responsible for indirect loss, consequential loss, loss of profit, loss of business, loss of opportunity, or any damage that was not reasonably foreseeable at the time the contract was formed.

Where we are found legally responsible for damage to property, our liability will generally be limited to the reasonable cost of repair or replacement, taking into account age, condition, and depreciation. We will not be liable for damage caused by faulty construction, pre-existing defects, hidden weakness, poor maintenance, or materials that are not suitable for the cleaning method requested or agreed.

Any claim for loss or damage must be reported as soon as reasonably possible after the relevant event and, in any case, within a reasonable time. The customer must provide sufficient detail to allow the matter to be investigated, including photographs, item descriptions, and supporting information. We may request access to inspect the alleged damage before any liability is admitted or settlement considered.

Waste Regulations and Disposal

Where the service includes removal of waste, rubbish, or unwanted items, such waste will be handled in accordance with applicable waste legislation and environmental requirements. We may only remove waste that has been agreed in advance and that we are legally permitted to transport, store, or dispose of. The customer remains responsible for declaring any hazardous, contaminated, or regulated materials before the booking is accepted.

We do not accept responsibility for disposing of items that require specialist handling unless this has been expressly agreed in writing. This may include chemical products, sharps, asbestos-containing materials, clinical waste, electrical items requiring separate recycling, or any item subject to special disposal controls. If prohibited waste is discovered during the appointment, we may stop work immediately and charge for time already spent.

Where waste removal is included, the customer warrants that they have the right to dispose of the items and that they are not disposing of anything unlawfully. We reserve the right to refuse any waste that would create an environmental, legal, or safety risk. Bow Cleaners will not be liable for penalties, fines, or enforcement action arising from false declarations or unlawful instructions provided by the customer.

Complaints, Records and Variations

If the customer believes the service has not been delivered in accordance with the booking, the issue should be raised promptly so that it can be reviewed. We may ask for relevant evidence and may offer a reasonable opportunity to inspect, rectify, or reperform the service where appropriate. Any remedy will be assessed fairly and in line with the circumstances of the booking.

We may keep records of bookings, communications, payment status, access instructions, and service notes for administrative, legal, and operational purposes. These records help us manage appointments and respond to any issues that arise. By making a booking, the customer agrees that relevant information may be stored and used for the proper performance of the contract and compliance with legal obligations.

We may update these terms from time to time to reflect operational changes, legal developments, or improvements to our service process. The version in force at the time of booking will usually apply to that appointment, unless a change is required by law or expressly agreed otherwise. No variation of these terms will be effective unless agreed by us in writing.

Governing Law

These service terms are governed by the laws of England and Wales. Any dispute, claim, or issue arising from or in connection with the service, the booking, or these terms will be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law requires otherwise. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force.

If a court or competent authority decides that part of these Bow Cleaners service terms is unlawful or ineffective, that part will be treated as removed to the minimum extent necessary, and the rest of the agreement will remain valid. The failure to enforce any right or provision on one occasion will not prevent us from enforcing it later.

These terms represent the entire agreement between the parties regarding the supply of the cleaning service, replacing any previous discussions or understandings on the same subject. The customer acknowledges that they have had the opportunity to review the terms before booking and agrees that they are reasonable and appropriate for the type of service provided.