Terms of service
Terms & Conditions

 

1. Company Information

  • Business Name: Top Edge Cleaning Services Ltd
  • Company Number: 16444633
  • Registered Office: Collingwood Building, 38 Collingwood Stree, Newcastle Upon Tyne NE1 1JF
  • Jurisdiction: England and Wales
  • Email: Info@topedgecleaning.co.uk
  • Website: www.topedgecleaning.co.uk
  • Phone: 01917439926
  • Business Type: Residential and Commercial Cleaning Services

 

2. Introduction

This Client Policy outlines the terms and conditions governing the relationship between Top Edge Cleaning Service Ltd (“we”, “our”, “us”) and our clients (“you”, “your”).

By booking our services, you agree to abide by this policy. It aims to ensure clarity, fairness, legal compliance, and service excellence in accordance with the laws of England and Wales.

 

3. Service Scope

We provide a range of professional cleaning services including:

  • Residential cleaning (regular and one-off)
  • Commercial and office cleaning
  • End of tenancy cleaning
  • Deep cleaning
  • After-builders cleaning
  • Move In and Move Out Cleaning
  • AIRBNB Cleaning

The full service specification will be agreed upon prior to the commencement of work.

 

4. Bookings and Scheduling

4.1. Booking Process

  • Bookings may be made via website or phone (whatsapp) or email.
  • Confirmation of the booking will be provided via email.
  • Recurring bookings are available (weekly, fortnightly, monthly, & quarterly).
  • You must provide pictures or videos of the current state of area to be cleaned during booking.

4.2. Changes and Cancellations

  • At least 24 hours’ notice is required to cancel or reschedule a service.
  • Cancellations made with less than 24 hours’ notice may incur a 20% cancellation fee.
  • We reserve the right to reschedule services due to unforeseen circumstances such as staff illness or extreme weather. You will be notified promptly.

 

5. Access and Security

5.1 Key Holding

  • Clients may provide a key or access code for entry. Keys are securely stored, labelled with a code, and not identifiable to a specific property.
  • Lost keys due to negligence on our part will be replaced at our expense.

5.2 Client Responsibility

  • Clients must ensure the property is safe and accessible.
  • Pets must be secured or removed during cleaning unless prior arrangements are made.
  • Clients must ensure that personal belongings such as clothes and items alike are moved out of the way to ensure easy workflow.

 

6. Pricing and Payment

6.1 Pricing

  • Prices are quoted per job depending on the service.
  • Prices include labour, equipment, and standard cleaning products unless otherwise agreed.

6.2 Payment Terms

  • Payments are due once invoice is sent before commencement of the service unless on a pre-agreed invoice schedule.
  • Accepted payment methods: bank transfer, credit/debit card, or cash.

6.3 Late Payments

  • A daily 10% late fee may be charged for payments outstanding after 7 days of the payment due date.
  • Services may be suspended or cancelled for non-payment.

 

7. Client Satisfaction and Complaints

7.1 Service Guarantee

  • If you are not satisfied with the service, notify us within 24 hours of completion.
  • We will return to re-clean the specific area(s) in question at no additional cost.
  • We do not guarantee removal of permanent stains or damages.

7.2 Complaint Resolution

  • All complaints will be handled in line with our Complaints Handling Policy.
  • Formal complaints should be submitted in writing via email.
  • We aim to resolve complaints within 10 working days.

 

8. Liability and Insurance

8.1 Insurance Cover

  • We hold full Public Liability Insurance and Employer’s Liability Insurance.
  • Certificates are available upon request.

8.2 Damage and Loss

  • We are responsible for accidental damage caused by our staff, reported within 24 hours.
  • We are not liable for:
    • Pre-existing damage or wear
    • Damage caused by improper installation or unsafe conditions
    • The use of non-standard products provided by the client
  • Claims for damage must be made in writing and supported by evidence (e.g., photographs).

 

9. Privacy & Safety

9.1 Health and Safety

  • All work is carried out in accordance with the Health and Safety at Work etc. Act 1974.
  • We use safe, COSHH-compliant cleaning products.
  • Risk assessments are always conducted before any job, particularly for commercial or largescale jobs.
  • It is not our job description to move or remove heavy furnitures or equipments.
  • We are not an extermination company hence are not responsible for removing rodents or bugs.
  • We will not pick up human or animal faeces.

9.2 Data Protection and Privacy

 

10. Termination of Service

10.1 Client-Initiated Termination

  • Clients may terminate services at any time with at least 48 hours’ notice for regular cleaning.

10.2 Company-Initiated Termination

  • We may terminate services for the following reasons:
    • Repeated late payment or non-payment
    • Verbal abuse, harassment, or unsafe working conditions
    • Repeated short-notice cancellations

 

11. Amendments

This policy may be updated at any time. Clients will be notified of significant changes via email or in writing. Continued use of our services after notice constitutes acceptance of the updated policy.

 

12. Governing Law

This agreement is governed by the laws of England and Wales. Any disputes arising from this agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

13. Client Acknowledgement

By booking our services, you confirm that you have read, understood, and agreed to this Client Policy.

 
Last Updated : 20th October 2025