Terms and Conditions for Cleaners Hampstead
These Terms and Conditions apply to all domestic and commercial cleaning services supplied by Cleaners Hampstead, including one-off visits, recurring appointments, deep cleans, end of tenancy cleaning, after-builders cleaning, and related specialist tasks. By making a booking, the customer confirms that they have read, understood, and agreed to these terms. In these terms, references to “we”, “us”, and “our” mean the cleaning service provider, while “you” and “your” mean the customer receiving the service.
These terms are intended to set out the practical rules that govern the service relationship, including how appointments are arranged, how payments are handled, and how liability is limited. They are designed to support a fair and efficient service for both parties. Where a specific written agreement has been made, that agreement may supplement these terms, but unless expressly stated otherwise, these terms remain in force for all bookings made with Cleaners Hampstead or any related cleaning service operating under the same business arrangement.
We reserve the right to update these terms from time to time to reflect changes in law, operating procedures, pricing structure, or service standards. Any updated version will apply to future bookings only, unless a change is required by law or is necessary to clarify an issue already in progress. It is your responsibility to review the applicable terms before confirming each new booking. Continued use of the service after any update will be treated as acceptance of the revised terms.
Booking Process
All bookings are subject to availability and acceptance by us. A booking request may be made by telephone, email, online form, message, or any other channel we make available from time to time. A request alone does not create a binding contract until we have confirmed the appointment and, where required, received any deposit or advance payment. We may decline a booking for operational reasons, staffing limitations, safety concerns, or if the requested service falls outside our normal scope.
When submitting a booking, you must provide accurate and complete information, including the type of cleaning required, the property condition, access arrangements, parking or entry restrictions, the presence of pets, and any known hazards. If the service differs materially from the information provided, we may adjust the price, alter the expected duration, or decline to proceed. Cleaners Hampstead is not responsible for delays or cost changes arising from incomplete or misleading information supplied during the booking stage.
We may ask for photographs, inventory details, or other relevant information before confirming a more specialised appointment. For certain services, such as deep cleaning or end-of-tenancy work, an estimated duration may be given rather than a fixed completion time. Any time estimate is based on the information available at the time of booking and may need to be revised if the property condition, access, or task list changes. Reasonable adjustments may be made on the day where this is necessary to complete the agreed work safely and properly.
Service Standards and Customer Responsibilities
We will carry out the agreed cleaning service with reasonable care and skill, using methods and products we consider suitable for the task. Unless otherwise agreed, the customer is responsible for providing safe access to the property, working utilities such as electricity and water, and any keys, codes, or entry instructions required to complete the service. If access is not available at the agreed time, we may charge a call-out fee or treat the booking as cancelled by the customer.
You must ensure that the premises are reasonably safe for cleaning. This includes informing us of fragile surfaces, loose fixtures, hidden defects, pest activity, biohazards, or any condition that may create risk to persons or property. We do not accept responsibility for pre-existing damage, wear and tear, structural faults, or hidden defects that become apparent during the service. If we consider that a task presents an unacceptable risk, we may refuse to continue or may restrict the work to what can be done safely.
You are also responsible for removing or securing valuables, cash, jewellery, sensitive documents, and items of special significance before the appointment. Although our staff are expected to act honestly and professionally, we cannot be held liable for loss or damage to items that were not reasonably protected or for items that were present in an unsecured area. If you require a particular area or item to be excluded from cleaning, you must tell us before the appointment begins.
Payments and Pricing
Our prices may be quoted as an hourly rate, fixed fee, or estimated total depending on the nature of the service. Unless a price has been specifically guaranteed in writing, any quotation is an estimate based on the information supplied and may change if the work required is greater than expected. Payments must be made in the manner and by the deadline stated at booking or on the invoice. We may require payment in advance for new customers, specialist services, larger jobs, or recurring services arranged on a limited credit basis.
Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to applicable taxes. If the appointment continues beyond the estimated time because of additional work requested by you, unexpected site conditions, or insufficient preparation of the property, extra charges may apply. Any additional cost will be calculated at the rate notified to you in advance or, where no rate has been specified, at our standard rate then in force. We are entitled to suspend or withdraw the service if payment is overdue.
Where an invoice is issued, it must be paid in full by the date specified on the invoice. Late payment may result in administration charges, interest where permitted by law, and the recovery of reasonable costs incurred in collecting unpaid sums. A dispute about part of an invoice does not permit you to withhold payment of the undisputed amount. If you believe an invoice contains an error, you must notify us promptly and provide the reasons for your objection so the matter can be reviewed.
Cancellations, Rescheduling, and Access
If you need to cancel or rearrange a booking, you must give us notice within a reasonable time and, unless a different cancellation policy has been stated at the time of booking, at least 24 hours before the scheduled start time. Cancellations made outside the permitted notice period may incur a cancellation charge, which may include the full fee where staff have already been allocated or where the appointment is unlikely to be re-sold. Repeated short-notice cancellations may lead to refusal of future bookings.
If we must cancel or reschedule because of illness, severe weather, unsafe conditions, vehicle breakdown, staff unavailability, or any other event beyond our reasonable control, we will try to offer an alternative date. We will not be liable for any indirect loss arising from such changes, including missed appointments with third parties, lost earnings, or inconvenience, provided we act reasonably and communicate the change as soon as practicable. Our priority will always be to minimise disruption and maintain service quality.
Access problems caused by missing keys, incorrect codes, locked rooms, restricted entry, or absent occupants may delay or prevent the service. If our team cannot enter the property at the agreed time through no fault of ours, the booking may be treated as cancelled and charged accordingly. You should ensure that all relevant access arrangements are in place before the appointment begins and that any instructions are clear, current, and capable of being followed without delay.
Liability and Limitations
We will exercise reasonable care and skill in providing the cleaning service, but we do not accept liability for loss or damage arising from circumstances beyond our control, including pre-existing faults, unsuitable materials, defective fittings, hidden leaks, unsecured items, or instructions that are unsafe or incomplete. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.
Where liability is established, our responsibility will be limited to the direct loss suffered by you and will not extend to indirect or consequential losses such as loss of profit, loss of opportunity, loss of business, reputational damage, or emotional distress. If property damage is alleged, you must notify us promptly and provide evidence of the condition before and after the service, together with any relevant photographs or receipts. We may inspect the item or property and may require reasonable cooperation in investigating the complaint.
Our total liability for any claim arising out of a single booking shall not exceed the amount paid, or payable, for the specific service in question, except where a greater limit is required by law. This limitation reflects the nature of domestic and commercial cleaning work, where outcomes may depend on the condition of the property, the suitability of materials, and the information supplied by the customer. We recommend that you maintain your own insurance for valuable items and business-critical property.
Waste Regulations and Disposal
We will handle waste generated by the cleaning service in a lawful and environmentally responsible manner. Any disposal, segregation, or transport of waste will be carried out in accordance with applicable UK waste legislation, local authority requirements, and any licensing obligations that may apply. We may remove ordinary cleaning waste, packaging, and small quantities of refuse created during the agreed task, provided that such waste is suitable for lawful handling as part of the service.
You remain responsible for identifying any waste that is hazardous, clinical, electrical, bulky, or subject to special disposal rules unless we have expressly agreed in writing to deal with it. Such items may include sharps, chemicals, paint, asbestos-related materials, bodily fluids, medicines, batteries, gas containers, and contaminated materials. We are not obliged to handle prohibited or dangerous waste, and we may refuse to remove any item that cannot be managed safely and lawfully.
Where waste removal is included as part of the service, you must ensure that the waste is correctly described and safely accessible. If we discover that waste has been mischaracterised or that specialist disposal is required, additional charges may apply and we may suspend work until the issue is resolved. You agree not to place us in breach of waste regulations and to indemnify us against any loss, fine, or claim arising from inaccurate information provided by you about the nature of the waste.
Complaints, Changes, and Termination
If you are dissatisfied with any aspect of the service, you should notify us as soon as reasonably possible and, in any event, within a reasonable time after the appointment. We may ask for photographs, a description of the issue, and a chance to return and inspect the affected area. This gives us the opportunity to investigate and, where appropriate, put matters right. A complaint does not entitle you to withhold payment unless we have agreed that the relevant sum is genuinely disputed.
We may update, amend, or withdraw elements of the service where necessary for operational, safety, legal, or commercial reasons. We may also terminate a booking immediately if our staff are subjected to abuse, unsafe conditions, harassment, unlawful requests, or serious non-cooperation. In such cases, the customer may remain liable for work already completed, travel time where applicable, and any other reasonable charges incurred up to the point of termination. Professional conduct is expected from both sides at all times.
Termination of a recurring arrangement does not affect any rights or liabilities that accrued before the termination date. Either party may end an ongoing service relationship in accordance with any notice period agreed at the time of booking, or immediately where the other party commits a serious breach of these terms. These terms are intended to operate fairly and practically, while preserving the service standards expected from Cleaners Hampstead in the course of ordinary and specialist cleaning work.
Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you are a consumer, you may also benefit from any mandatory rights available under the law of your usual residence, where such rights cannot be excluded. Nothing in these terms is intended to reduce any statutory rights you may have under consumer protection legislation.
Any dispute that cannot be resolved amicably may be referred to the courts of England and Wales, which shall have non-exclusive jurisdiction in relation to the service contract, unless mandatory law requires otherwise. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full. The invalid part will be interpreted, where possible, in a way that best reflects the original commercial intention of the agreement.
By confirming a booking with Cleaners Hampstead, you acknowledge that the service will be delivered subject to these terms and that they form part of the agreement between us. If you do not agree with any part of these terms, you should not proceed with the booking. These terms are designed to provide clarity, protect both parties, and support a professional cleaning service experience.End of Terms and Conditions.
