Cleaner Hampstead Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Hampstead provides domestic and commercial cleaning services to customers in the UK. By making a booking, you agree to be bound by these terms. Please read them carefully before confirming any appointment, as they explain how bookings are made, when payment is due, how cancellations are handled, and what responsibilities apply to both parties.

Throughout these terms, references to we, us, and our mean Cleaner Hampstead, while you and your refer to the customer or any person acting on the customer’s behalf. These terms apply to one-off cleans, regular cleaning arrangements, end-of-tenancy services, and any other cleaning service supplied by Cleaner Hampstead, unless a separate written agreement states otherwise.

We aim to provide a clear and fair service framework so that every cleaning arrangement is understood from the outset. If any part of these terms is found to be unenforceable, the remainder will continue to apply. Nothing in these terms affects your statutory rights under UK consumer law.

1. Booking Process

All bookings are subject to acceptance by Hampstead cleaning services staff or an authorised representative. A booking request may be made by telephone, email, online form, or another approved method. When you request a booking, you must provide accurate information about the property, the type of service needed, the preferred date and time, access arrangements, and any conditions that could affect the work.

We may ask questions before confirming a booking to ensure that the service is suitable. This may include asking about property size, level of dirt, specialist surfaces, fragile items, pets, parking, or restricted access. If the information provided is incomplete or inaccurate, we may revise the quote, alter the schedule, or decline the booking if the requested work cannot reasonably be delivered.

A booking is only confirmed once we have accepted the request and, where required, received any deposit or advance payment. Confirmation may be provided in writing, by message, or by another clear method. The confirmed booking will normally include the service type, date, time window, price basis, and any special instructions. Please check the confirmation carefully and notify us promptly if anything is incorrect.

Access, Attendance, and Customer Responsibilities

You are responsible for ensuring that we can access the premises at the agreed time. If the property is locked, inaccessible, or unsafe to enter, the booking may be treated as a late cancellation or a failed visit and charges may apply. If keys, alarms, codes, concierge procedures, or entry instructions are required, these must be provided in advance and must be accurate.

You should remove or secure valuables, confidential papers, sentimental objects, and any items that could be damaged by standard cleaning processes. While our teams will act with reasonable care, we are not responsible for items left in unsuitable locations or for pre-existing weakness, instability, or defect in surfaces, fittings, or furnishings.

It is your responsibility to ensure that the cleaning area is reasonably safe, reasonably tidy for the agreed scope of service, and free from hazards such as exposed wiring, broken glass, bodily fluids, pests, or aggressive animals. If we believe the environment is unsafe, we may suspend the service until the issue is resolved, or we may cancel the visit and charge an appropriate fee where time or labour has been reserved.

2. Services, Scope, and Changes

The exact scope of work will depend on the service selected and any written notes agreed at the time of booking. Unless expressly stated, our services are limited to standard cleaning activities and do not include specialist restoration, repair, heavy lifting, deep stain removal beyond reasonable effort, or any task requiring professional trade qualification.

If you request a change to the scope of work after booking confirmation, we may need to revise the quotation, allocate additional time, or rearrange the appointment. We reserve the right to refuse requests that fall outside our staff training, equipment capability, insurance cover, or accepted operating procedures. Any change is only binding once we confirm it.

We will use reasonable skill and care in carrying out the service, but cleaning outcomes can vary depending on the condition of the property, the materials present, and the time allowed. Some marks, odours, staining, limescale, ingrained dirt, or wear may not be removable through standard Cleaner Hampstead service terms procedures. We do not guarantee the restoration of surfaces to a like-new condition unless specifically agreed in writing.

3. Prices and Payments

Prices are normally quoted based on the information provided at the time of booking and may be hourly, fixed, or service-based. Where a quote is estimated, the final charge may vary if the condition of the property, the scope of work, or the time required differs significantly from the original description. Any material change should be discussed where possible before additional charges are incurred.

Payment terms will be stated at the point of booking or on the invoice. Unless agreed otherwise, payment is due immediately upon completion of the service or within the period shown on the invoice. We may require advance payment, part payment, or a deposit to secure a booking, particularly for larger jobs, repeat visits, or appointments involving specialist scheduling.

We accept payment by the methods that we make available from time to time. If a payment fails, is reversed, or is disputed without valid reason, we may suspend further services and recover any reasonable costs associated with collection. Late payments may be subject to interest and recovery fees to the extent permitted by applicable UK law. Any discounts, promotions, or special rates are offered at our discretion and may be withdrawn or amended where permitted.

4. Cancellations, Rescheduling, and Missed Appointments

If you need to cancel or reschedule, please notify us as early as possible. Notice periods and any applicable charges may depend on the service type, the length of the booking, and the resources reserved. For example, short-notice cancellations may result in a charge where staff, transport, or materials have already been allocated.

If you cancel within a restricted notice period, or if we are unable to carry out the service due to lack of access or incorrect information supplied by you, we may charge a cancellation fee or the full booking amount where permitted by the booking terms and the circumstances. This reflects the time reserved and the loss of opportunity to allocate the slot elsewhere.

We may reschedule a booking due to staff illness, severe weather, transport disruption, equipment failure, safety concerns, or other events beyond our reasonable control. If this happens, we will aim to offer an alternative appointment. We are not liable for indirect losses caused by a change of date, provided we act reasonably and in good faith.

5. Liability and Limitations

Cleaner Hampstead will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability is limited in the ways set out below and only to the extent allowed by law.

We are not responsible for loss or damage arising from pre-existing defects, unsuitable fixtures, faulty materials, hidden weaknesses, or wear and tear. This includes items that are already loose, unstable, cracked, discoloured, or fragile, even where such conditions are not obvious at the time of cleaning. You should tell us about any delicate or high-value items before work begins.

Our liability for direct loss caused by proven negligence is limited to the value of the relevant service charge paid or payable for the specific appointment, unless a greater amount is required by law. We will not be liable for indirect, incidental, or consequential losses such as loss of income, business interruption, loss of profit, or emotional distress, except where such exclusion is prohibited by law.

6. Waste Regulations and Removal of Materials

Where a service involves removing waste, bagged refuse, cleaning debris, or unwanted items, both parties must comply with applicable UK waste regulations. We will not remove hazardous waste, controlled substances, clinical waste, asbestos, pressurised containers, electrical items requiring specialist disposal, or any other regulated material unless specifically agreed in writing and lawfully permitted.

If waste collection is included, you must clearly identify any items to be removed and confirm that they are safe, lawful, and suitable for disposal under current regulations. You remain responsible for declaring hazardous, sharp, contaminated, or restricted materials. We may refuse to handle any item that could expose our staff, the public, or the environment to risk.

Any waste generated during cleaning must be stored, separated, and disposed of appropriately. We will take reasonable steps to leave the property tidy and will follow lawful disposal practices where removal is part of the service. You must not ask us to dispose of prohibited items in a way that breaches environmental, health, safety, or local authority requirements. If unlawful disposal is requested, we will decline the request and may end the service if necessary.

7. Complaints, Re-Cleans, and Service Review

If you believe the service has not been carried out with reasonable care and skill, please notify us within a reasonable time after completion. We may ask for photographs, an explanation of the issue, and the opportunity to inspect or revisit the property. This does not affect your statutory rights, but it helps us assess the matter fairly.

Where a complaint is justified, we may at our discretion offer a re-clean of the relevant area, a partial refund, or another proportionate remedy. Any re-clean will normally be limited to the original scope of work and must be arranged within a reasonable period. We will not be obliged to provide a remedy where the issue results from matters outside our control, inaccurate information, or customer instructions.

Any request for a review or remedy should be made promptly and should specify the issue clearly. We encourage reasonable cooperation so that concerns can be addressed efficiently. The availability of a remedy does not mean we accept liability beyond what is required under these terms or applicable law.

8. Insurance, Property Damage, and Your Duties

We maintain insurance cover that we consider appropriate for the services we provide. However, insurance does not replace the need for reasonable care by both parties. If damage is alleged, you must allow us a fair opportunity to inspect the issue and to determine whether it is linked to our work, a pre-existing defect, or another cause.

You must notify us of any damage claim as soon as reasonably possible and provide evidence where available. We may not accept responsibility for damage that is reported late and could no longer be verified. We are not responsible for damage caused by items that are improperly fixed, already weakened, or unsuitable for cleaning with standard methods.

If you instruct us to use a particular product or method against our advice, you accept responsibility for the result unless the loss is caused by our negligence in carrying out your instructions. Similarly, if you conceal a known issue, such as a leak, fragile finish, or repair defect, we will not be liable for any resulting harm where we could not reasonably have anticipated it.

9. Suspension, Termination, and General Provisions

We may suspend or terminate a booking or ongoing service arrangement if you breach these terms, provide false information, fail to pay sums due, or behave in a way that endangers staff or interferes with the service. In such cases, any reasonable charges already incurred may remain payable.

We may also update these terms from time to time. The version in force at the date of booking will normally apply to that booking, unless a change is required by law or is otherwise agreed. If a change materially affects future bookings, we will make the updated terms available before those bookings are confirmed.

If any provision of these terms is held invalid or unenforceable, the remaining provisions shall continue in full force. No failure or delay by us in enforcing a right will constitute a waiver of that right. These terms represent the entire agreement between the parties in relation to the service, unless replaced or supplemented by a written contract.

10. Governing Law

These terms and any dispute or claim arising from them shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales will have non-exclusive jurisdiction over any dispute arising from or connected with the service, except where consumer protection law requires otherwise.

If you are a consumer, nothing in these terms removes any rights you may have under applicable UK legislation. Where a dispute cannot be resolved informally, the matter may be handled through the appropriate legal process in accordance with the governing law stated above.

Cleaner Hampstead reserves the right to rely on any lawful defence, limitation, or exclusion available under UK law. These Terms and Conditions are intended to be read fairly and reasonably, and they should be interpreted in a way that reflects the nature of cleaning services and the practical limits of what can be controlled or guaranteed.