Hampstead Cleaners Terms and Conditions of Service
These Terms and Conditions set out the basis on which Hampstead Cleaners provides professional cleaning services to residential and commercial clients within its service areas in the United Kingdom. By placing a booking, you agree that you have read, understood, and accepted these Terms and Conditions in full.
These Terms and Conditions apply to all bookings for one-off, end of tenancy, deep cleaning, and regular scheduled cleaning services, as well as any related services offered by Hampstead Cleaners from time to time.
1. Definitions
In these Terms and Conditions, unless the context requires otherwise, the following expressions have the following meanings:
Client means the person, firm, or company making a booking with Hampstead Cleaners for cleaning services.
Company means Hampstead Cleaners, the provider of the cleaning services.
Premises means the property or location where the cleaning services are to be carried out.
Services means the cleaning services and any related services provided by the Company to the Client.
Cleaner means an employee, contractor, or representative engaged by the Company to perform the Services.
Agreement means the contract between the Client and the Company comprising these Terms and Conditions and the specific booking details.
2. Scope of Services
The Company will provide the Services as agreed at the time of booking, which may include general domestic cleaning, commercial cleaning, end of tenancy cleaning, deep cleaning, after-builders cleaning, and other related services.
The specific tasks, frequency, duration, and any particular instructions are agreed during the booking process. The Client is responsible for ensuring that all requested tasks are clearly described so that the Company can allocate appropriate time and resources.
The Company reserves the right to decline any request that is unreasonable, unsafe, contrary to applicable regulations, or outside its normal scope of work.
3. Booking Process
Bookings can be made through the Company’s accepted booking channels. At the time of booking, the Client must provide accurate information regarding the Premises, the type of service required, the desired date and time, and any special circumstances that may affect the performance of the Services, such as restricted access, parking limitations, pets, or specific cleaning priorities.
All bookings are subject to availability. The Company will confirm the booking details and, where applicable, provide an estimated duration and price based on the information supplied by the Client. Any estimate is based on average conditions and is not a guarantee that all requested tasks will be completed if the condition of the Premises requires additional time.
The Client must ensure that an authorised adult is available to provide access to the Premises at the agreed time unless alternative access arrangements have been confirmed in advance. The Company is not responsible for delays or incomplete work where access has not been properly arranged.
For regular cleaning contracts, the Client agrees to the agreed schedule of visits. Any changes to the schedule must be communicated in accordance with the cancellation and amendment terms below.
4. Access, Parking, and Health and Safety
The Client must provide safe, reasonable access to the Premises, including where required the provision of door codes, keys, or access through a concierge or reception.
Where parking is required, the Client is responsible for ensuring that suitable parking is available for the Cleaner. Any parking fees or penalties incurred as a direct result of lack of suitable parking arrangements or incorrect information provided by the Client may be added to the Client’s invoice.
The Company is committed to maintaining high standards of health and safety. The Client must inform the Company of any known hazards or particular risks at the Premises, including but not limited to faulty fixtures, unsafe staircases, broken glass, or hazardous substances. The Company may refuse to carry out work in any area it considers unsafe.
5. Client Obligations
The Client agrees to:
Provide accurate information at the time of booking and update the Company if circumstances change.
Ensure that the Premises have running water, electricity, and adequate lighting during the visit.
Secure or remove valuables and fragile items that could be damaged during normal cleaning activities.
Inform the Company of any items or surfaces requiring special care, or unsuitable for particular products or methods.
Ensure that the Premises are not excessively cluttered to the extent that the Cleaner cannot access areas to be cleaned.
6. Payments and Pricing
Prices for Services are communicated to the Client at the time of booking. The Company may charge on an hourly basis, per job, or under a recurring contract, depending on the nature of the Services.
Unless otherwise agreed, payment is due on completion of the Service for one-off bookings, or in accordance with the agreed payment schedule for regular or contracted Services. The Company may require full or part payment in advance, especially for large or specialist jobs.
All charges are quoted in pounds sterling and may be subject to applicable taxes as required by law. If any additional work is requested by the Client during the visit that was not included in the original booking, this may be charged separately at the Company’s prevailing rates.
If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts and may suspend or cancel further Services until the outstanding balance is settled. The Client remains responsible for all costs reasonably incurred by the Company in recovering overdue amounts.
7. Cancellations, Amendments, and No-Show Policy
The Client may cancel or amend a booking by giving reasonable notice. The specific notice period and any applicable charges will be communicated by the Company, but as a general principle the Company expects at least 24 hours notice for standard domestic bookings and more for larger or specialist work.
If the Client cancels or significantly amends a booking with insufficient notice, the Company reserves the right to charge a cancellation fee, which may be up to the full price of the scheduled Service, depending on the nature of the booking and the notice given.
If the Cleaner is unable to gain access to the Premises at the agreed time, or if the visit cannot proceed due to circumstances within the Client’s control, this may be treated as a late cancellation and charged accordingly.
The Company aims to attend all bookings on time. However, the Company is not liable for delays caused by circumstances beyond its reasonable control, including traffic, weather conditions, accidents, or public transport disruptions. In such cases, the Company will use reasonable endeavours to inform the Client and to rearrange the appointment at a mutually convenient time.
8. Quality of Service and Complaints
The Company strives to provide Services to a professional standard. If the Client is dissatisfied with any aspect of the Service, they must notify the Company as soon as reasonably possible, and in any case within 24 hours of completion of the visit for one-off cleans, or before the next scheduled visit for regular cleans.
Where a complaint is justified, the Company may, at its discretion, offer to re-attend the Premises to rectify the issue, or provide an appropriate credit or partial refund. This will generally be limited to the specific areas or tasks highlighted by the Client and does not extend to a full re-clean of the entire Premises unless clearly warranted.
The Client agrees to provide reasonable access and cooperation to allow the Company to inspect and address any reported issues. The Company is not obliged to provide remedies where the complaint relates to matters outside the agreed scope of work, fair wear and tear, pre-existing damage, or conditions which could not reasonably be addressed within the booked time.
9. Damage, Liability, and Insurance
The Company takes reasonable care when providing the Services and maintains appropriate insurance cover in line with industry practice. The Client must inform the Company of any damage or breakage believed to have been caused by a Cleaner as soon as it is discovered and within 24 hours of the visit.
The Company’s liability for damage, loss, or claim arising out of or in connection with the Services shall, to the fullest extent permitted by law, be limited to the value of the specific booking during which the event occurred. The Company shall not be liable for any indirect or consequential losses, including loss of profit, loss of enjoyment, or loss of opportunity.
The Company is not liable for:
Pre-existing damage, wear, or defects at the Premises.
Damage arising from faulty or insecure fixtures, fittings, or items.
Damage caused by the use of cleaning products requested or supplied by the Client.
Discolouration or damage to surfaces that are unsuitable for standard cleaning methods or have not been properly maintained.
Any loss or damage where the Client has failed to follow the Company’s reasonable instructions or advice.
Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited by law.
10. Client Property and Keys
If the Client provides keys or access devices to the Company, these will be used solely for the purpose of performing the Services and will be stored and handled with reasonable care. The Client is responsible for the safety of any valuables or confidential items at the Premises and is advised to store such items securely.
The Company will not accept responsibility for alleged loss of cash, jewellery, or other valuables that have not been securely stored, or where there is no clear evidence that a Cleaner is responsible for the loss.
11. Waste Handling and Environmental Regulations
The Company will comply with applicable waste and environmental regulations relevant to the provision of cleaning services in the United Kingdom. General domestic and commercial refuse generated during normal cleaning activities will be bagged and left in the designated bins or refuse areas at the Premises, unless otherwise agreed.
The Company is not licensed to remove, transport, or dispose of controlled, hazardous, or regulated waste, including but not limited to clinical waste, asbestos, large quantities of paint, solvents, chemicals, or electrical goods. The Client is responsible for arranging appropriate disposal of such materials in accordance with local waste regulations.
The Client must inform the Company in advance if any area to be cleaned may contain hazardous substances or waste. The Company reserves the right to refuse to handle or clean any such materials and may withdraw from the Premises if the environment is considered unsafe or non-compliant with relevant regulations.
12. Materials and Equipment
Unless otherwise agreed, the Company will provide its own cleaning products and equipment suitable for most domestic and commercial environments. Where the Client prefers that their own products or equipment be used, this must be agreed in advance. In such cases, the Client is responsible for ensuring that those products and equipment are safe, in good working order, and appropriate for the intended surfaces.
The Company is not liable for any damage or reduced results arising from the use of products or equipment supplied or specified by the Client. Where the Client declines the use of the Company’s recommended methods or products, the outcome may be limited.
13. Privacy and Data Protection
The Company will collect and process personal data needed to manage bookings, provide Services, handle payments, and communicate with Clients. The Company will take reasonable steps to keep Client information secure and to use it only for legitimate business purposes and in line with applicable data protection laws.
The Client has the right to request access to personal data held about them and to request correction of any inaccuracies. The Company may retain records of bookings and communications as required for legal, accounting, or operational reasons.
14. Force Majeure
The Company shall not be in breach of these Terms and Conditions nor liable for delay in performing, or failure to perform, any of its obligations where such delay or failure results from events, circumstances, or causes beyond its reasonable control. This may include, but is not limited to, extreme weather, natural disasters, accidents, acts of government, public health restrictions, strikes, or transport disruptions.
In such situations, the Company will use reasonable endeavours to notify the Client and, where possible, to rearrange the Services once circumstances permit.
15. Amendments to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, business practices, or service offerings. The latest version will apply to all new bookings made after the updated Terms and Conditions come into effect. Continued use of the Services after changes have been communicated will be treated as acceptance of the revised terms.
16. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, their subject matter, or formation, shall be governed by and construed in accordance with the laws of England and Wales.
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 the provision of the Services.
17. Severability
If any provision or part provision of these Terms and Conditions is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision or part provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms and Conditions, together with the booking confirmation and any additional written terms agreed between the Client and the Company, constitute the entire agreement between the parties in relation to the Services and supersede all previous agreements, understandings, or arrangements, whether written or oral.
By making a booking with Hampstead Cleaners, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
