Terms And Conditions

Cleaners West Hampstead Service Terms and Conditions

These Terms and Conditions govern the provision of cleaning services by Cleaners West Hampstead to clients within West Hampstead and surrounding areas. By making a booking, the client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.

1. Definitions

In these Terms and Conditions, the following definitions apply.

Client means any individual, business, landlord, tenant, managing agent, or organisation that requests or receives cleaning services from Cleaners West Hampstead.

Company means Cleaners West Hampstead, the provider of cleaning services.

Services means any cleaning, related domestic or commercial cleaning task, and ancillary services agreed between the Company and the Client.

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

Cleaning Operative means any cleaner, subcontractor, or representative engaged by the Company to provide the Services.

2. Scope of Services

The Company provides domestic and commercial cleaning services, including but not limited to regular cleaning, one-off deep cleaning, end of tenancy cleaning, after-builders cleaning and other related services as agreed at the time of booking.

The exact scope of work, including rooms, areas, and tasks to be covered, will be set out during the booking process. Any additional tasks requested by the Client on the day of service are subject to the availability of the Cleaning Operative and may incur additional charges.

The Company reserves the right to refuse any task that may pose a risk to health and safety, breach applicable regulations, or fall outside the reasonable scope of cleaning services.

3. Booking Process

Bookings may be made by the Client through the Company’s accepted communication channels. At the time of booking, the Client must provide accurate information regarding the Premises, the nature of the required Services, and any relevant details such as access arrangements, parking restrictions, and special requirements.

All bookings are subject to availability. The Company reserves the right to decline a booking request at its discretion.

The Company may provide an estimated duration for the Services based on the information supplied by the Client. This is an estimate only and does not guarantee that all tasks will be completed within the suggested time frame. If the scope of work is greater than anticipated, the Company may recommend additional time at an extra cost, which the Client is free to accept or decline.

For end of tenancy or one-off deep cleans, the Company may request photographs, inventories, or other information to help assess the level of work required before confirming the booking.

4. Access to the Premises

The Client is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes arranging keys, entry codes, or ensuring someone is present to allow access.

If the Cleaning Operative cannot gain access to the Premises at the agreed time, the appointment may be treated as a late cancellation, and the applicable cancellation fee may be charged.

The Client must ensure that electricity, running water, adequate lighting, and safe working conditions are available throughout the visit. Failure to provide these may result in the Service being curtailed or cancelled, with the Client remaining liable for all relevant charges.

5. Client Obligations

The Client agrees to ensure that the Premises are reasonably tidy and free from excessive clutter that would obstruct the performance of the Services.

The Client must inform the Company of any hazards, fragile items, alarms, pets, or special instructions before the commencement of the Services. This includes disclosing any health and safety concerns that might affect the Cleaning Operative.

Valuable, delicate, or irreplaceable items should be safely stored away prior to the visit. The Company will not be responsible for cleaning or handling items deemed particularly fragile or high-risk.

6. Pricing and Quotations

Prices for Services are usually quoted either on an hourly basis or as a fixed fee, depending on the type of service requested.

All quotations are based on the information supplied by the Client. If on arrival it becomes clear that the Premises are significantly larger, more soiled, or otherwise materially different from the description provided, the Company reserves the right to revise the quotation or adjust the scope of work accordingly.

Any additional services or extended hours requested by the Client and agreed by the Cleaning Operative will be charged at the applicable rates in force at the time.

7. Payments

Payment terms will be confirmed at the time of booking. The Company may require payment in advance for one-off or end of tenancy services. For regular ongoing services, payments may be due on the day of service or on a recurring schedule as agreed with the Client.

Accepted payment methods will be specified by the Company and may include card payments, bank transfers, or other approved methods. Cash payments may be accepted only where expressly allowed by the Company.

The Client is responsible for ensuring that payments are made in full and on time. If payment is not received by the due date, the Company reserves the right to suspend services and charge late payment fees or interest where permitted by law.

8. Cancellations and Rescheduling

The Client may cancel or reschedule a booking subject to an advance notice requirement. The minimum notice period and any applicable fees will be communicated at the time of booking.

Where insufficient notice is given, the Company reserves the right to charge a cancellation fee, which may be up to the full value of the scheduled service.

If the Cleaning Operative arrives at the Premises and is unable to gain access, or the service cannot be performed due to circumstances within the Client’s control, this may be treated as a late cancellation and the relevant charge may apply.

The Company may need to cancel or reschedule a booking due to unforeseen circumstances such as staff illness, severe weather, or operational issues. In such cases, the Company will use reasonable efforts to offer an alternative appointment. The Company will not be liable for any loss or inconvenience suffered by the Client as a result of such rescheduling or cancellation, save for a refund of any amounts already paid for the affected service where no alternative can be agreed.

9. Service Quality and Complaints

The Company aims to provide a professional and reliable service. If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as reasonably possible, providing details and, where appropriate, evidence of the issue.

Where a complaint is justified and notified within a reasonable time frame, the Company may offer a re-clean of the affected areas or another form of proportionate remedy, at its discretion.

The Company is not obliged to provide refunds where the opportunity to remedy the issue has been refused or where the complaint relates to matters outside the agreed scope of the Services.

10. Liability and Insurance

The Company holds insurance appropriate to the nature of its cleaning services. Details may be provided to the Client upon request.

The Company will take reasonable care when providing the Services. However, the Company shall not be liable for normal wear and tear, pre-existing damage, or deterioration that occurs as a result of standard cleaning methods on surfaces, fabrics, or materials that are already worn, stained, or in poor condition.

The Client must point out any surfaces, finishes, or items that require special care or that may be unsuitable for conventional cleaning products. The Company accepts no liability for damage arising from the failure of the Client to provide such information.

Except in respect of death or personal injury caused by the Company’s negligence, the Company’s total liability to the Client in respect of any claim arising out of or in connection with the Services shall be limited to the value of the specific service appointment during which the incident occurred.

The Company shall not be liable for any indirect, consequential, or economic losses, including but not limited to loss of profit, loss of enjoyment, or loss of opportunity, arising from the provision or non-provision of the Services.

11. Keys and Security

Where the Client provides keys or access devices to the Company, these will be securely handled and used solely for the purpose of fulfilling the agreed Services.

The Client must ensure that all windows and doors remain secure before and after the service. The Company will take reasonable steps to leave the Premises secure upon departure, as instructed by the Client.

The Company is not liable for any loss or damage resulting from faulty locks, existing security weaknesses, or circumstances beyond the reasonable control of the Cleaning Operative.

12. Waste Handling and Environmental Regulations

The Company will comply with applicable waste and environmental regulations within the service area. Household waste generated during routine cleaning will be placed in the Client’s designated bins or refuse containers at the Premises.

The Company does not remove large quantities of waste, hazardous substances, building rubble, chemicals, or items requiring specialist disposal. It is the Client’s responsibility to arrange appropriate licensed waste disposal for such materials.

Certain items including sharp objects, biological waste, and materials that present a health risk may not be handled or removed by the Cleaning Operative. The Client must ensure that such materials are safely stored or removed before the scheduled cleaning visit.

Where recycling facilities are available at the Premises and clearly indicated by the Client, the Company will make reasonable efforts to separate common recyclables in accordance with local practices, but cannot guarantee full compliance with any particular recycling scheme.

13. Use of Cleaning Products and Equipment

The Company may use its own cleaning products and equipment, or may use products and equipment supplied by the Client, as agreed at the time of booking.

Where the Company uses its own products, these will be suitable for general domestic or commercial cleaning. If the Client has allergies, sensitivities, or preferences regarding specific products, they must inform the Company in advance and, where necessary, supply suitable alternatives.

The Company is not responsible for any adverse reactions or damage caused by products supplied or specified by the Client.

14. Health and Safety

The Company is committed to maintaining high standards of health and safety for both Clients and Cleaning Operatives. Cleaning Operatives are instructed not to undertake tasks that may put them at unreasonable risk, including but not limited to working at unsafe heights, lifting excessively heavy items, or using equipment in a dangerous manner.

The Client must ensure that the Premises are safe for work and must notify the Company of any risks that could affect the provision of the Services. The Company reserves the right to withdraw services immediately where serious health and safety concerns are identified, with any applicable charges to be determined based on the circumstances.

15. Pets

If pets are present at the Premises, the Client must ensure that they are supervised or restrained as necessary so as not to interfere with the Service or pose a risk to the Cleaning Operative.

The Company is not responsible for the behaviour, care, or wellbeing of any pets left at the Premises during the Service. The Client remains fully responsible for their animals at all times.

16. Force Majeure

The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control, including but not limited to extreme weather, transport disruption, strikes, pandemics, or other unforeseen circumstances.

17. Variations to These Terms

The Company may amend or update these Terms and Conditions from time to time. The current version will apply to all bookings made after the date of publication of the updated terms.

For ongoing regular services, the Company will provide reasonable notice of any material changes. Continued use of the Services after such notice will be deemed acceptance of the updated terms.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, 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 Services provided.

19. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, unlawful, or unenforceable, such provision shall be severed from the remaining provisions, which shall continue to be valid and enforceable to the fullest extent permitted by law.

20. Entire Agreement

These Terms and Conditions, together with any written confirmation of booking and any specific service description agreed with the Client, constitute the entire agreement between the Company and the Client in relation to the Services and supersede any prior arrangements, understandings, or representations made in any form.

By booking or using the Services of Cleaners West Hampstead, the Client confirms that they have read, understood, and agree to these Terms and Conditions.