Hampstead Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Hampstead Cleaner provides cleaning services to residential and commercial clients within its service areas in the United Kingdom. By booking or accepting any service from Hampstead Cleaner, you agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the individual or organisation purchasing services from Hampstead Cleaner.

Company, we, our, us means Hampstead Cleaner, the provider of cleaning services.

Services means any cleaning or related services supplied by the Company to the Client, whether on a one off or recurring basis.

Premises means the property or properties where the Services are to be carried out.

Agreement means the contract between the Client and the Company comprising these Terms and Conditions, together with any booking confirmation and agreed scope of work.

2. Scope of Services

The Company provides domestic and commercial cleaning services within its service area, which may include regular cleaning, end of tenancy cleaning, deep cleaning, after builders cleaning, and other agreed services. The exact scope of Services, including the type of clean, frequency, and any special requirements, will be agreed at the time of booking and confirmed by the Company.

The Company reserves the right to refuse any work which, in its reasonable opinion, is unsafe, unlawful, or outside its standard service capabilities.

3. Booking Process

3.1 Bookings may be requested online or through other channels as made available by the Company from time to time. All bookings are subject to acceptance and confirmation by the Company.

3.2 The Client must provide accurate information at the time of booking, including the address of the Premises, property size, type of clean required, preferred date and time, access instructions, and any relevant information regarding pets, parking, or special requests.

3.3 The Company will issue a booking confirmation outlining the agreed date, time window, service description, and quoted price. The Agreement between the Client and the Company is formed when the Company sends the booking confirmation.

3.4 The Client is responsible for reviewing the booking confirmation and notifying the Company promptly of any errors or omissions. If the Company is not notified prior to the scheduled service date, the Company will perform the Services based on the information in the confirmation, and any additional work may be subject to extra charges.

4. Access and Attendance

4.1 The Client must ensure that the Company and its cleaners have safe and reasonable access to the Premises at the agreed time. This may include providing keys, access codes, parking details, or notifying building management or concierge where applicable.

4.2 If access is not available or is delayed due to the Client, the Company may charge a call out fee or the full service price, at its discretion. Waiting time caused by access issues may be charged at the Companys standard hourly rate.

4.3 The Company will make reasonable efforts to attend at the agreed time. However, timing is approximate and subject to factors such as traffic, weather, and operational constraints. Any delays will not entitle the Client to a refund, but the Company will endeavour to complete the work or agree a suitable alternative time.

5. Client Responsibilities

5.1 The Client must ensure that the Premises are in a safe condition for the provision of Services, including the safe operation of utilities, lighting, and any equipment provided by the Client.

5.2 The Client must notify the Company in advance of any known hazards, sensitive materials, delicate surfaces, or restrictions within the Premises. This may include alarm systems, fragile items, pre existing damage, or areas that should not be cleaned or accessed.

5.3 The Client is responsible for securing valuables, cash, jewellery, and important documents. The Company will not be responsible for any alleged loss where reasonable security measures have not been taken by the Client.

5.4 The Client must provide reasonable access to water and electricity during the service. Where these are not available and this prevents delivery of the Services, the visit may be charged in full.

6. Pricing and Payments

6.1 Prices are quoted based on the information provided by the Client and are exclusive of any additional services not specified at the time of booking. The Company reserves the right to adjust the price if the information supplied is inaccurate or if the actual condition of the Premises requires additional time or resources.

6.2 For some services, particularly end of tenancy or deep cleaning, pricing may be based on property size and standard conditions. If the Premises are excessively soiled or cluttered, the Company may either adjust the price, reduce the scope to fit the booked time, or decline to proceed, in which case a call out charge may apply.

6.3 Payment terms will be communicated at the time of booking. The Company may require payment in advance, payment on the day of service, or payment on invoice for approved account clients.

6.4 The Client agrees to pay all charges in full and on time using one of the payment methods accepted by the Company. Failure to make payment may result in suspension of Services, additional charges, and recovery action.

6.5 If payment is not received by the due date, the Company may charge interest on overdue amounts at the statutory rate, together with reasonable costs incurred in recovering the debt.

7. Cancellations, Rescheduling and No Show

7.1 The Client may cancel or reschedule a booking by providing the minimum notice period specified by the Company at the time of booking. If sufficient notice is given, no cancellation charge will apply.

7.2 If the Client cancels or reschedules with less than the required notice, a late cancellation fee may be charged, up to the full price of the booked service. The applicable notice period and fees will be made clear during the booking process.

7.3 If the Client is not present at the Premises at the agreed time and no alternative access arrangement has been made, this will be treated as a no show, and the full service fee may be charged.

7.4 The Company reserves the right to cancel or reschedule a service due to operational reasons, staff illness, extreme weather, or other events beyond its reasonable control. In such cases, the Company will notify the Client as soon as reasonably practical and offer an alternative appointment. The Company will not be liable for any loss arising from such cancellation or rescheduling.

8. Service Quality and Complaints

8.1 The Company aims to provide a high standard of cleaning across its service areas. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as possible and in any event within 24 hours of the service being completed, providing reasonable details and, where appropriate, evidence.

8.2 The Company will investigate any complaint and, where it considers appropriate, may arrange for the relevant areas to be re cleaned or will offer another suitable remedy. Any re clean or remedy will be at the discretion of the Company and will not normally be offered where the premises were not in a suitable condition for cleaning, or where the complaint relates to issues outside the agreed scope of work.

8.3 The Companys obligation in respect of service quality is limited to re performing the Services where appropriate or offering a partial refund, as determined at the Companys discretion.

9. Liability and Insurance

9.1 The Company will exercise reasonable care and skill in the provision of the Services. The Company maintains appropriate insurance cover for its operations in the United Kingdom. Details of insurance can be made available on request.

9.2 The Companys total liability to the Client for any loss or damage arising out of or in connection with the Agreement, whether in contract, tort including negligence, breach of statutory duty, or otherwise, shall be limited to the total price paid or payable by the Client for the specific service visit during which the event giving rise to the claim occurred.

9.3 The Company will not be liable for any indirect, consequential, or economic loss, including loss of profit, revenue, business, or anticipated savings, however arising.

9.4 The Company will not be responsible for wear and tear, pre existing damage, or damage resulting from the use of defective materials or equipment supplied by the Client. The Client must inform the Company of any items that are particularly fragile or of high value.

9.5 The Company will not be liable for damage caused by third party interference or for incidents beyond its reasonable control, including interruptions to utility supplies, extreme weather, or public transport disruptions affecting staff attendance.

10. Waste and Environmental Regulations

10.1 The Company complies with applicable UK regulations relating to waste disposal and environmental protection in connection with its cleaning activities.

10.2 The Company will not remove hazardous or regulated waste from the Premises, including but not limited to clinical waste, sharps, asbestos, chemical containers, solvents, paint, or building rubble, unless specifically agreed and carried out in accordance with relevant regulations.

10.3 The Client is responsible for ensuring that any waste to be handled by the Company is non hazardous household or office waste and for making appropriate arrangements for disposal where specialist services are required.

10.4 The Company may assist with the segregation of general waste and recycling at the Premises in line with local collection requirements, but the final responsibility for compliance with waste collection rules rests with the Client as occupier or owner of the Premises.

11. Use of Cleaning Products and Equipment

11.1 The Company may use its own cleaning products and equipment or, where agreed, may use products and equipment supplied by the Client.

11.2 The Client must inform the Company of any allergies, sensitivities, or surface specific requirements that may be affected by standard cleaning products. If the Client requests the use of particular products, the Client may be required to supply them and accept responsibility for their suitability.

11.3 The Company is not responsible for any damage arising from instructions given by the Client contrary to manufacturer guidance or standard industry practice.

12. Health and Safety

12.1 The Company will carry out the Services in a manner consistent with applicable health and safety legislation in the UK, including the safe use of equipment and cleaning substances.

12.2 The Client must not request any task that would put the Companys staff at risk, such as working at unsafe heights, moving excessively heavy items without proper equipment, or handling hazardous substances.

12.3 The Company reserves the right to withdraw staff from a Premises if they consider the environment to be unsafe or unsanitary, and the visit may be charged in full in such circumstances.

13. Privacy and Data Protection

13.1 The Company will collect and process personal data about the Client for the purposes of managing bookings, delivering the Services, processing payments, and administering the client relationship.

13.2 The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable steps to protect it against unauthorised access, loss, or misuse.

14. Termination of Regular Services

14.1 For ongoing or recurring cleaning arrangements, either party may terminate the Agreement by giving the notice period specified at the outset of the service, usually expressed in weeks or cleaning visits.

14.2 The Company may suspend or terminate Services immediately where the Client fails to pay amounts due, behaves abusively towards staff, creates unsafe working conditions, or otherwise breaches these Terms and Conditions.

15. Amendments to Terms and Conditions

15.1 The Company may update these Terms and Conditions from time to time. The current version will apply to all new bookings and, where reasonably appropriate, to ongoing arrangements after the Client has been notified of the changes.

15.2 Continued use of the Services after notification of changes constitutes acceptance of the updated Terms and Conditions.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the laws of England and Wales.

16.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter.

17. General Provisions

17.1 If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

17.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall constitute a waiver of that or any other right or remedy.

17.3 The Client may not assign or transfer any of their rights or obligations under this Agreement without the prior written consent of the Company. The Company may assign or subcontract its rights and obligations, provided that this does not materially affect the Services received by the Client.

17.4 These Terms and Conditions, together with the booking confirmation and any agreed scope of work, constitute the entire agreement between the parties and supersede any prior discussions, correspondence, or understandings.