Hampstead Cleaner Terms and Conditions

These Terms and Conditions set out the basis on which Hampstead Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing a cleaner to begin work, the customer agrees to be bound by these terms. Please read them carefully before placing an order for any cleaning service, including regular visits, one-off cleans, end-of-tenancy work, deep cleaning, or any other agreed service.

For the purposes of these Terms and Conditions, references to we, us, and our mean Hampstead Cleaner, while you and your mean the customer or any person acting on the customer’s behalf. These terms apply to all bookings unless we agree otherwise in writing. They do not affect your statutory rights under UK consumer law.

We may update these Terms and Conditions from time to time to reflect changes in our services, pricing, legal requirements, or operational processes. The version in force at the time of booking will normally apply to that booking. Continued use of our cleaning services after any update will be taken as acceptance of the revised terms.

1. Booking Process

Bookings may be requested by phone, email, online form, messaging platform, or any other method we make available. A booking is only confirmed when we have accepted the request and provided a date, time, and service description. Any quotation we provide is based on the information supplied by you and may be adjusted if the actual condition, size, access, or required work differs materially from the information initially given.

When making a booking for a Hampstead cleaning service, you must provide accurate and complete details, including the type of property, requested tasks, any known hazards, access arrangements, and any special instructions. If a service requires particular equipment, products, or time allowances, you must disclose this before confirmation. Failure to provide accurate details may result in price changes, reduced service scope, or cancellation.

We reserve the right to decline or cancel a booking where the work requested is outside the scope of our services, cannot be completed safely, or would require specialist trade skills, equipment, or licensing. If a cleaner arrives and is unable to carry out the work due to inaccurate information, denied access, unsafe conditions, or missing utilities, the visit may still be chargeable in full or in part.

2. Service Scope and Customer Obligations

Our services are designed to provide professional cleaning and related support tasks agreed at the time of booking. Unless expressly included, we do not provide repairs, removal of hazardous materials, heavy lifting, biohazard decontamination, pest treatment, or work requiring a qualified technician. The customer is responsible for ensuring that all requested areas are accessible and that the service can be carried out without unreasonable interruption.

You must remove or secure items of value, confidential documents, fragile objects, and personal belongings before the service begins, unless you have agreed otherwise with us in advance. We will take reasonable care while working, but we are not responsible for loss or damage to items left accessible in areas being cleaned where such loss or damage is not caused by our negligence. If you ask us to clean inside cupboards, drawers, fridges, ovens, or similar spaces, you accept responsibility for removing perishable items, fragile contents, and any items that may be affected by cleaning products.

For safety and quality reasons, we may refuse to move furniture, operate appliances, climb beyond a reasonable height, or use products provided by the customer if we consider them unsuitable. Where a customer supplies their own products or equipment, they remain responsible for ensuring those products are safe, lawful, and appropriate for the intended use. We may stop work if the environment presents a risk to health, safety, or property.

3. Payments, Fees, and Invoicing

Charges for any Hampstead Cleaner service will be based on our quotation, published rates, or any revised estimate agreed before the work begins. Prices may be calculated hourly, by task, or as a fixed fee depending on the service. Additional charges may apply for urgent bookings, extended time, extra staff, specialist products, parking, congestion-related costs, waiting time, or unexpected work outside the original scope.

Unless otherwise agreed, payment is due on completion of the service or upon receipt of invoice. We may require advance payment, a deposit, or card pre-authorisation for some bookings, including recurring services, larger jobs, or appointments with significant preparation. If payment is not made on time, we may suspend further services, cancel future bookings, and charge reasonable recovery costs where permitted by law.

All prices are stated in pounds sterling and, where applicable, may include VAT or equivalent tax if required by law. Any quotation is valid only for the period stated in the quote or, if no period is stated, for a reasonable time. If the actual work takes substantially longer than expected due to circumstances beyond our control, such as excessive soiling, additional rooms, or restricted access, the final fee may be adjusted accordingly, provided this is fair and reasonable.

4. Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving us notice within a reasonable timeframe. Where a cancellation is received too close to the appointment time, we may charge a cancellation fee to cover lost time, staff allocation, and administrative costs. For repeat or recurring cleaning services, we may require more notice than for a one-off visit.

If we need to cancel or reschedule, we will use reasonable efforts to provide notice and offer an alternative time. However, we are not liable for delay or cancellation caused by events beyond our reasonable control, including severe weather, travel disruption, staff illness, accident, equipment failure, utility outages, or access issues. In such cases, our obligation is limited to rearranging the service or refunding any prepaid amount for the cancelled element, where appropriate.

If no one is present to provide access, or if access is otherwise not possible at the agreed time, the appointment may be treated as a missed visit and may be charged in full or in part. The same may apply where keys, access codes, parking arrangements, or entry instructions are incorrect or unavailable. You are responsible for ensuring that we can begin work on time and complete the booked service.

5. Liability and Insurance

We aim to deliver every cleaning service with reasonable care and skill. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to this, our liability is limited as set out below.

We will not be responsible for damage caused by pre-existing faults, wear and tear, faulty installation, unstable fixtures, hidden defects, or items that are inherently fragile, poorly maintained, or unsuitable for normal cleaning. We are also not liable for damage resulting from customer instructions, customer-supplied products, or the cleaning of items and surfaces that are already deteriorated, stained, or structurally compromised. Where practical, we may stop or adjust work if we believe a surface or item is at risk.

To the fullest extent permitted by law, we shall not be liable for indirect or consequential losses, including loss of income, loss of opportunity, loss of profit, or business interruption. Our total liability arising from any single incident or series of connected incidents shall not exceed the total amount paid for the specific service giving rise to the claim, except where the law requires otherwise. Any claim should be raised promptly and supported with reasonable evidence.

6. Damage Claims and Complaints Procedure

If you believe damage or loss has occurred during a Hampstead Cleaner appointment, you must notify us as soon as reasonably possible and, in any event, within a reasonable period after the service. Where the issue concerns property damage, we may ask for photographs, a description of the item, proof of value, and any other relevant information to assess the claim. You must also allow us a fair opportunity to investigate the matter before repairs or disposal take place, unless urgent action is required to prevent further damage.

We may inspect the affected area or request supporting documents from the customer. If we determine that damage was caused by our negligence and falls within the scope of our responsibility, we may at our discretion arrange repair, replacement, or reimbursement up to the limit of our liability. We will not accept claims made on the basis of speculative estimates, unclear evidence, or where the customer failed to follow reasonable precautions.

This complaints process does not remove any rights you may have under consumer legislation. It is intended to enable prompt and fair resolution of issues relating to Hampstead cleaning services. Please note that complaints concerning service quality, timing, or communication should be raised promptly so that any concerns can be addressed while they remain fresh and relevant.

7. Waste, Disposal, and Environmental Regulations

Where our service includes rubbish removal, bagging, disposal of general waste, or clearing non-hazardous debris, all work will be carried out in accordance with applicable UK waste and environmental regulations. We will only remove materials that are lawful for us to handle and that fall within the agreed service scope. We do not collect or dispose of hazardous waste, clinical waste, asbestos, chemicals, gas canisters, sharp industrial waste, or any material requiring special licensing unless expressly agreed and legally permitted.

The customer is responsible for declaring any items that may require special handling, including broken glass, mould-contaminated materials, bodily fluids, sharp objects, batteries, electrical equipment, or substances that may be unsafe or restricted. If undisclosed hazardous waste is found, we may pause the job, refuse removal, or require the customer to arrange appropriate specialist disposal. Any additional cost incurred because of incorrect waste information may be charged to the customer where lawful.

We will handle waste responsibly and may separate items for disposal, recycling, or authorised collection where this forms part of the service. You must not ask us to dispose of waste in a manner that would breach environmental law, local authority rules, or any other legal requirement. We reserve the right to leave materials on site if removal would be unlawful, unsafe, or outside the scope of the booking.

8. Access, Keys, and Security

Where keys, alarms, codes, fobs, or other access devices are entrusted to us, we will take reasonable care in handling them. You are responsible for ensuring that any access information is correct, up to date, and sufficient for entry. If access arrangements change, you must inform us in advance. We are not liable for delays caused by incorrect access instructions or unsupported security systems.

If we hold keys on your behalf, we may record identifying details for operational and security purposes. Keys may be returned at the end of the arrangement or retained temporarily for future appointments as agreed. We do not accept responsibility for unauthorised access caused by circumstances beyond our control, including defective locks, broken security systems, or third-party interference, except where caused by our own negligence.

You should ensure that the property is secure if no one remains on site after the service. If you request that we leave windows open, doors unlocked, or appliances running, you accept the risks associated with that instruction unless we agree in writing to a different arrangement. For safety reasons, we may decline any instruction that we believe compromises security or property protection.

9. Health, Safety, and Conduct

We expect a safe and respectful working environment. You must not expose our staff to abuse, harassment, discrimination, violence, unlawful substances, or unsafe conditions. If our team reasonably believes a situation is unsafe, they may leave the premises and the service may be charged in full or part. We may also terminate future services where conduct by the customer, household members, occupants, or visitors is inappropriate or threatening.

We comply with applicable health and safety standards and expect cooperation from customers in maintaining a secure work environment. This includes controlling pets, providing reasonable ventilation where products are used, and ensuring that electrical, water, and other utilities are available if needed for the task. We are not responsible for delays caused by the customer’s failure to create a suitable working environment.

Our staff may use reasonable professional judgement in deciding how to carry out a task. If a requested action appears unsafe or impractical, we may decline that part of the work and explain the reason where possible. The remainder of the service may continue if it can be completed safely and lawfully.

10. Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. If you live in another part of the UK, mandatory consumer protections that apply in your jurisdiction will continue to apply where required by law.

Any dispute that cannot be resolved through reasonable discussion may be brought before the courts of England and Wales, unless another court has mandatory jurisdiction under applicable law. If any part of these Terms and Conditions is found to be unlawful, invalid, or unenforceable, that part shall be treated as removed to the minimum extent necessary, and the remainder will continue in full force.

These terms represent the entire agreement between you and Hampstead Cleaner in relation to the booking, unless a separate written agreement states otherwise. Failure by us to enforce any right or provision shall not constitute a waiver of that right or provision. The headings are provided for convenience only and do not affect interpretation.