Terms and Conditions

1. About these terms

These Terms and Conditions apply when you request a quote, make a booking, create an account, or use cleaning services provided by EcoBroom London through ecobroomlondon.co.uk, by phone, email, WhatsApp, or another agreed channel.

Please read these terms before booking. By confirming a booking, you agree to these terms. Nothing in these terms affects your statutory rights as a consumer.

2. Who we are

EcoBroom London provides domestic and commercial cleaning services in London. You can contact us at queries@ecobroomlondon.co.uk, +44 7384 184573, or 1A Amesbury Avenue, Streatham Hill, London SW2 3AE.

3. Services we provide

• Regular domestic cleaning, deep cleaning, end of tenancy cleaning, move-in and move-out cleaning, Airbnb or short-let cleaning, office cleaning, and related add-on services.
• Services are carried out with reasonable care and skill using suitable cleaning methods, tools, and products for the service booked.
• Eco-friendly or biodegradable products are used where reasonably practical. Some specialist stains, surfaces, hygiene issues, mould, limescale, grease, or contamination may require stronger specialist treatment or may not be removable.
• A quote or booking estimate is based on the information you provide. If the property condition, size, access, required tasks, or risk level is materially different from the information supplied, we may revise the price, amend the scope, extend the time needed, or decline work that cannot be safely or reasonably completed.

4. Quotes and bookings

• A booking is confirmed only when we accept it and provide confirmation by website, email, SMS, WhatsApp, phone, or another agreed channel.
• Online prices and instant quotes are estimates unless stated otherwise. Final prices may change if the property, access, parking, congestion charges, extra rooms, heavy soiling, specialist tasks, or customer instructions differ from the original booking details.
• We may refuse, cancel, or reschedule a booking where we cannot staff it, where the property is unsafe, where payment or customer information cannot be verified, or where the booking appears fraudulent, abusive, unlawful, or outside our service area.
• Arrival and completion times are estimates. We will take reasonable steps to attend within the agreed window, but traffic, parking, weather, staff illness, access delays, public transport disruption, emergencies, and previous jobs can affect timing.

5. Your responsibilities

• Provide accurate booking details, including property size, service address, access details, parking instructions, pets, hazards, special surfaces, stains, fragile items, and any areas that should not be cleaned.
• Provide safe, lawful, and reasonable access to the property at the agreed time. If we cannot gain access, a reasonable cancellation or waiting fee may apply.
• Ensure electricity, hot water, lighting, ventilation, and safe working conditions are available where needed for the service.
• Secure or remove cash, jewellery, documents, fragile items, heirlooms, high-value items, loose ornaments, unstable fixtures, and items with sentimental value before the service starts.
• Tell us before work starts about existing damage, loose fittings, delicate surfaces, natural stone, untreated wood, specialist flooring, antiques, unstable furniture, alarm systems, pets, pests, biohazards, mould, bodily fluids, needles, infestations, or any other safety issue.
• Treat cleaners and staff respectfully. We may leave or refuse service where staff face abuse, harassment, discrimination, threats, unsafe conduct, or unreasonable demands.

6. Access, keys, alarms, and pets

• You may be present to provide access, arrange a secure key handover, or give agreed access instructions. You are responsible for ensuring the access method is safe and lawful.
• If keys must be collected or returned away from the service address, an additional reasonable fee may apply and the booking time may need adjustment.
• If you leave keys in an unsecured place, leave doors unlocked, or give access through a third party, you accept the risks created by that arrangement except where loss or damage is caused by our negligence.
• Alarm, concierge, fob, parking, lift, and building access instructions must be accurate. We are not responsible for delays, missed services, or alarm call-out charges caused by incorrect or incomplete instructions.
• Pets must be secured where needed for safety, access, allergies, or cleaning quality. We are not responsible for pets escaping where they were not safely secured or where access instructions were unclear.

7. Cancellations and rescheduling

• You can cancel or reschedule a regular cleaning booking without charge by giving at least 24 hours' notice before the scheduled arrival window.
• You can cancel or reschedule a one-off, deep, end of tenancy, move-in, Airbnb, or commercial booking without charge by giving at least 48 hours' notice before the scheduled arrival window.
• If you cancel late, reschedule late, provide incorrect access details, or we cannot enter the property, we may charge a reasonable fee to reflect staff time, travel, lost booking capacity, parking, congestion, supplies, and other costs already incurred.
• Any cancellation fee must be reasonable and proportionate. We will not charge more than our reasonable loss for the cancelled or failed booking.
• We may cancel or reschedule where events outside our reasonable control prevent attendance, including staff illness, transport disruption, severe weather, safety concerns, building access issues, or supply problems. Where practical, we will offer a new appointment.

8. Consumer cancellation rights

If you are a consumer and book online, by phone, or away from our premises, you may have a 14-day cancellation right under consumer contract rules. If you ask us to start work during that period, you agree that we may charge for services already supplied. If the service is fully completed during the cancellation period after your express request, your right to cancel that completed service may be lost.

This section does not limit any statutory rights you may have if services are not carried out with reasonable care and skill.

9. Payment

• Prices are in GBP. Payment is due at the time shown during booking, on completion of the service, or by the due date on an agreed invoice.
• You must pay all agreed charges, including additional time, add-ons, parking, congestion charges, waste disposal, key collection, or other agreed costs where applicable.
• For overdue invoices, we may charge statutory interest and reasonable recovery costs where permitted by law, suspend future services, or require payment in advance.
• If a payment is reversed, disputed, rejected, or suspected to be fraudulent, we may pause or cancel current and future services while the issue is investigated.

10. Service quality and complaints

• Please inspect the work as soon as reasonably possible after completion. If you believe something has been missed, contact us promptly with photos and details so we can assess the issue.
• For cleaning quality concerns, you should notify us within 24 hours of completion where reasonably possible. For alleged damage or loss, you should notify us within 24 hours of discovery and no later than 48 hours after the service where reasonably possible.
• You must give us a reasonable opportunity to inspect and, where appropriate, re-clean or put the issue right. We may not be able to help if another cleaner, contractor, tenant, guest, landlord, agent, or third party changes the condition of the property before we can inspect it.
• We do not guarantee removal of all stains, odours, limescale, mould, grease, paint, adhesives, burns, ingrained dirt, pest contamination, or pre-existing marks. Results depend on age, material, ventilation, condition, prior treatment, and manufacturer guidance.

11. Damage, loss, and liability

We maintain insurance appropriate to our cleaning services. We will consider valid claims for direct loss or damage caused by our negligence, subject to evidence, inspection, and the limits set out in these terms.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory rights that cannot be excluded, or any other liability that cannot legally be excluded or limited.

• We are not responsible for pre-existing damage, wear and tear, poor installation, unstable fixtures, loose fittings, defective materials, colour run, shrinkage, specialist surfaces not disclosed to us, or damage caused by following your instructions where we warned you of the risk or could not reasonably know the risk.
• We are not responsible for loss of cash, jewellery, documents, fragile items, sentimental items, or high-value items that were not secured or disclosed before the service, except where loss is directly caused by our proven negligence.
• We are not responsible for indirect or consequential losses, including loss of profit, loss of rent, loss of business, loss of opportunity, or third-party penalties, except where the law does not allow us to limit that responsibility.
• Where we accept responsibility for damage, our liability will normally be limited to the reasonable cost of repair, replacement with an item of similar age and condition, or the price paid for the affected service, unless a higher amount is required by law or covered by an accepted insurance claim.
• You must not arrange repairs, replacements, or third-party remedial work at our cost unless we have agreed in writing or there is an emergency where immediate action is reasonably required to prevent further loss.

12. Health, safety, and hazardous work

• We may refuse, stop, or reschedule work where the property, task, access, materials, infestation, waste, bodily fluids, mould, chemicals, sharp objects, electrical safety, aggressive behaviour, or other conditions create a health and safety risk.
• We do not provide specialist hazardous waste removal, pest control, mould remediation, biohazard cleaning, medical-grade decontamination, hoarding clearance, or crime scene cleaning unless expressly agreed in writing.
• If we discover hazards after arrival, we may charge for reasonable time, travel, and costs incurred even if the service cannot proceed.

13. Photos, reviews, and marketing

We may take or request photos for quoting, service planning, quality control, complaint handling, insurance, or evidence of property condition. We will not intentionally publish identifiable photos of your property for marketing without your permission.

If you leave a review, we may use the review, your first name, initials, or general location in our marketing unless you ask us not to. We will not knowingly publish private booking details.

14. Staff and non-solicitation

Our cleaners and staff are assigned through EcoBroom London. You must not directly employ, book, pay, or solicit a cleaner introduced by us outside EcoBroom London without our written agreement. This protects scheduling, insurance, training, safeguarding, and service accountability.

15. Account security and website use

• You are responsible for keeping your account login details secure and for activity carried out through your account unless caused by our failure to use reasonable care.
• You must not misuse our website, interfere with its security, scrape it, submit false bookings, upload unlawful material, or attempt unauthorised access.
• We may suspend or close accounts involved in fraud, abuse, chargebacks, unlawful activity, repeated no-access bookings, or breach of these terms.

16. Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control, including severe weather, transport disruption, staff illness, accidents, strikes, building access failure, utility failure, supplier shortage, public emergency, legal restrictions, or technology outages. We will take reasonable steps to minimise disruption and, where practical, rearrange the service.

17. Changes to these terms

We may update these terms from time to time. The terms in force when your booking is confirmed will usually apply to that booking unless a change is required by law or you agree to the updated terms.

18. Governing law and complaints

These terms are governed by the laws of England and Wales. If you have a complaint, please contact queries@ecobroomlondon.co.uk with your booking details, photos where relevant, and a clear description of the issue so we can investigate.

If we cannot resolve a dispute informally, the courts of England and Wales will have jurisdiction, subject to any consumer rights allowing you to bring proceedings elsewhere in the UK.