Terms And Conditions

Bow Cleaner Terms and Conditions of Service

These Terms and Conditions set out the basis on which Bow Cleaner provides cleaning and related services to customers within its operating areas in the United Kingdom. By booking or using any service provided by Bow Cleaner, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below:

Customer means any individual, business, company or organisation that books or receives services from Bow Cleaner.

Services means cleaning and any related services provided by Bow Cleaner, including but not limited to domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning, and specialist cleaning where agreed in advance.

Cleaner means an employee, subcontractor, or representative engaged by Bow Cleaner to carry out the Services.

Premises means the property or location at which the Services are to be carried out.

Agreement means the contract between Bow Cleaner and the Customer, consisting of these Terms and Conditions and the details of the booking as confirmed at the time of acceptance.

2. Scope of Services

Bow Cleaner provides professional cleaning services within its designated service areas in the UK. The exact scope of work for each visit will be agreed at the time of booking and confirmed in the booking confirmation. Any additional tasks requested on the day of service are subject to the Cleaner’s discretion, time availability, and may incur additional charges.

Standard cleaning tasks may include dusting, vacuuming, mopping, bathroom cleaning, kitchen surface cleaning, and general tidying as agreed. Specialist services, such as carpet cleaning, oven cleaning, after-builders cleaning, or hazardous material cleaning, are only provided where expressly agreed in writing and may be subject to separate terms and higher rates.

3. Booking Process

3.1 Bookings may be made online or through other approved booking channels made available by Bow Cleaner from time to time. By submitting a booking request, the Customer offers to purchase Services in accordance with these Terms and Conditions.

3.2 A booking is not confirmed and no contract is formed until Bow Cleaner issues a booking confirmation. Bow Cleaner reserves the right to decline or cancel a booking at its discretion, including where the Premises are outside the usual service area or where the requested Services are not suitable or safe.

3.3 The Customer must provide accurate information at the time of booking, including the full address of the Premises, property type and size, access arrangements, parking availability, and any particular cleaning requirements or known risks.

3.4 The duration of the visit and the number of Cleaners allocated are estimates based on the information provided by the Customer. If, upon arrival, the work required is materially greater than described, Bow Cleaner may adjust the price, the duration, or decline to provide part or all of the Services. Any change in price will be agreed with the Customer before additional work is carried out.

4. Access to the Premises

4.1 The Customer is responsible for ensuring that the Cleaner has safe and reasonable access to the Premises at the agreed time. This includes providing keys, key codes, or ensuring that someone is present to allow entry.

4.2 If the Cleaner cannot access the Premises at the agreed time due to the Customer’s act or omission, Bow Cleaner may treat this as a late cancellation and apply the relevant cancellation charge as set out in these Terms and Conditions.

4.3 Where keys are provided, the Customer confirms that they have the authority to grant access and Bow Cleaner will take reasonable care of keys during the period in which they are held. Bow Cleaner accepts no responsibility for existing defects in locks, doors, or security systems.

5. Customer Responsibilities

5.1 The Customer must ensure that the Premises are in a safe condition for cleaning. This includes removing or safely storing valuable, fragile, or hazardous items and informing Bow Cleaner of any particular risks, such as loose fixtures, unstable furniture, electrical hazards, or areas of structural weakness.

5.2 The Customer must ensure that running water, electricity, and adequate lighting are available at the Premises for the duration of the visit. If these are not available, Bow Cleaner may be unable to carry out the Services and reserves the right to treat the visit as a chargeable cancellation.

5.3 Where children, pets, or other occupants are present, the Customer is responsible for supervising them and keeping them away from cleaning equipment and products to ensure safety.

6. Cleaning Standards and Quality

6.1 Bow Cleaner aims to provide a professional and reliable service consistent with industry standards. If the Customer is dissatisfied with any aspect of the Services, they must notify Bow Cleaner as soon as possible and in any event within 24 hours of completion of the visit.

6.2 Where Bow Cleaner is notified within this timeframe and it is agreed that the Services did not meet the stated standards, Bow Cleaner may, at its discretion, arrange a re-clean of the affected areas or offer a proportionate reduction in charges. This shall be the Customer’s sole and exclusive remedy for any alleged failure in service quality.

6.3 The effectiveness of cleaning can be affected by the condition of the Premises, including age, wear and tear, stains, and damage that cannot be removed by standard cleaning methods. Bow Cleaner does not guarantee the removal of all stains or marks.

7. Pricing and Payments

7.1 Prices for Services will be provided at the time of booking and may be calculated on a fixed-price or hourly basis. All quoted prices are based on the information provided by the Customer and may be subject to adjustment if that information proves to be inaccurate.

7.2 Unless otherwise stated, all prices are inclusive of standard cleaning materials and equipment. Additional charges may apply for specialist products, equipment, or waste disposal where required.

7.3 Payment terms will be confirmed at the time of booking. Bow Cleaner may require payment in advance, on the day of service, or by invoice for commercial Customers, depending on the nature and frequency of the Services.

7.4 Payment methods accepted will be communicated during the booking process. The Customer must ensure that payment details provided are valid and that sufficient funds are available.

7.5 Where payment is not received when due, Bow Cleaner reserves the right to suspend or cancel future Services and may charge interest and reasonable administration fees for late payment in accordance with applicable UK law.

8. Cancellations, Rescheduling and No-Show

8.1 The Customer may cancel or reschedule a booking by giving Bow Cleaner the minimum notice period specified at the time of booking, typically not less than 24 hours before the scheduled start time.

8.2 If the Customer cancels or reschedules with less than the required notice, Bow Cleaner may charge a late cancellation fee up to the full value of the scheduled visit, to cover allocated time and resources.

8.3 If the Cleaner attends the Premises but is unable to gain access or start the work due to circumstances within the Customer’s control, this will be treated as a late cancellation and the relevant fee may be applied.

8.4 Bow Cleaner reserves the right to cancel or reschedule a booking due to unforeseen circumstances, such as staff illness, severe weather, or operational issues. In such cases, Bow Cleaner will use reasonable efforts to provide as much notice as possible and offer an alternative appointment. Bow Cleaner will not be liable for any loss arising from such cancellation or rescheduling, other than refunding any pre-paid sums for Services not provided.

9. Health, Safety and Use of Cleaning Products

9.1 Bow Cleaner will take reasonable steps to ensure that Cleaners follow appropriate health and safety procedures when carrying out the Services.

9.2 Standard cleaning products and equipment will usually be provided by Bow Cleaner. If the Customer requests that their own products or equipment be used, Bow Cleaner accepts no responsibility for damage or injury arising from the use of those products or equipment.

9.3 The Customer must inform Bow Cleaner of any allergies or sensitivities to cleaning products that may affect occupants of the Premises. Bow Cleaner will use reasonable endeavours to accommodate such requirements, but cannot guarantee the suitability of all products in every situation.

10. Waste Handling and Environmental Compliance

10.1 Bow Cleaner will comply with applicable UK legislation and local regulations relating to waste handling and disposal in the course of providing the Services.

10.2 Ordinary household or office waste generated during cleaning will normally be placed in the Customer’s designated bins at the Premises. Bow Cleaner is not responsible for the removal of large quantities of waste, bulky items, construction debris, hazardous waste, or regulated materials unless expressly agreed in advance and charged accordingly.

10.3 Hazardous waste includes, but is not limited to, clinical waste, sharps, chemicals, asbestos, and contaminated materials. Bow Cleaner will not handle, remove, or dispose of such waste unless a specific written agreement is in place and the necessary licences and protections are arranged.

10.4 The Customer is responsible for ensuring that any special waste to be removed is declared in advance and that appropriate arrangements and charges are agreed. If hazardous or prohibited waste is discovered during the visit, Bow Cleaner may suspend work in the affected area and shall not be liable for any resulting delay or incomplete service.

11. Liability and Insurance

11.1 Bow Cleaner maintains appropriate insurance cover for its operations in the UK. Details of cover may be provided on request.

11.2 Bow Cleaner will be liable for direct damage to the Customer’s property that is caused by the negligence of Bow Cleaner or its Cleaners, provided that such damage is reported to Bow Cleaner within 24 hours of the visit and is reasonably substantiated.

11.3 Where damage occurs, Bow Cleaner reserves the right to repair or replace the item, or to compensate the Customer up to the reasonable market value of the damaged item, taking into account age, condition, and fair wear and tear. Bow Cleaner will not be liable for pre-existing damage, latent defects, discolouration, or deterioration arising from normal use or ageing.

11.4 Bow Cleaner will not be liable for any indirect, consequential, or economic loss, including loss of profit, loss of use, or loss of opportunity, arising from or in connection with the provision of the Services.

11.5 Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded under UK law.

12. Property, Security and Confidentiality

12.1 The Customer is responsible for securing valuables and confidential documents before the Cleaner attends the Premises. Bow Cleaner does not accept responsibility for loss of cash, jewellery, or other high-value items that are not securely stored.

12.2 Cleaners are instructed to respect the privacy and confidentiality of Customers and to handle any personal data or information encountered in the course of their work sensitively and lawfully.

12.3 Bow Cleaner will take reasonable steps to ensure that Cleaners are vetted and that keys and access details are handled securely. However, Bow Cleaner shall not be liable for loss arising from events outside its reasonable control, including burglary or unauthorised access where there is no evidence of negligence on the part of Bow Cleaner or its Cleaners.

13. Complaints and Disputes

13.1 If the Customer has any complaint or concern about the Services, they should raise it with Bow Cleaner as soon as reasonably practicable, providing full details to allow the matter to be investigated.

13.2 Bow Cleaner will use reasonable efforts to resolve complaints promptly and fairly. Where appropriate, Bow Cleaner may offer corrective work, a partial refund, or another form of resolution at its discretion.

13.3 If a dispute cannot be resolved directly, the parties may consider mediation or other forms of alternative dispute resolution. This does not affect either party’s right to pursue a claim through the courts.

14. Amendments to Terms

14.1 Bow Cleaner may amend these Terms and Conditions from time to time to reflect changes in law, regulation, industry practice, or its business operations.

14.2 The version of the Terms and Conditions in force at the time of the Customer’s booking will apply to that booking. Continued use of the Services after notice of updated terms may constitute acceptance of the revised Terms and Conditions.

15. Force Majeure

15.1 Bow Cleaner will not be liable for any failure or delay in performing its obligations where such failure or delay is caused by events beyond its reasonable control, including but not limited to extreme weather, power outages, transport disruptions, strikes, pandemics, or acts of government.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services, provided that if the Customer is a consumer resident elsewhere in the UK, they may also bring proceedings in their local courts as permitted by applicable law.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found by a court or regulator to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by Bow Cleaner in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

17.3 The Customer may not assign or transfer their rights or obligations under this Agreement without the prior written consent of Bow Cleaner. Bow Cleaner may assign or subcontract its rights and obligations provided that this does not reduce the level of service to the Customer.

17.4 These Terms and Conditions, together with the booking confirmation, constitute the entire agreement between Bow Cleaner and the Customer in relation to the Services and supersede all prior discussions, correspondence, and understandings.