Cleaner Hammersmith Terms and Conditions

These Terms and Conditions govern the provision of domestic and commercial cleaning services by Cleaner Hammersmith and set out the basis on which we accept bookings, perform services, process payments, manage cancellations, and deal with liability and waste. By making a booking, confirming an appointment, or allowing our cleaning team to start work, you agree to be bound by these terms. They are designed to create a clear and fair arrangement between you and Cleaner Hammersmith, while also ensuring that all services are delivered safely, lawfully, and with reasonable care.

For the purposes of these Terms and Conditions, references to “we”, “us”, and “our” mean Cleaner Hammersmith, and references to “you” and “your” mean the customer, client, or person requesting the service. These terms apply whether the service is a one-off clean, regular cleaning arrangement, deep cleaning, end-of-tenancy cleaning, or any other cleaning task agreed in advance. If any specific service agreement, quotation, or written note conflicts with these Terms and Conditions, the specific agreement will take priority only to the extent of that conflict.

We may update these terms from time to time to reflect changes in our operations, legal obligations, or service structure. Any updated version will apply from the date it is issued unless otherwise stated. Continued use of the service after changes are made will be treated as acceptance of the revised terms. We encourage customers of Cleaner Hammersmith to review the terms before each new booking, particularly where the service scope, timing, or price has changed.

1. Booking Process

A booking is only confirmed when we have accepted your request and sent you a confirmation by email, text, or other written method. A booking request, quotation, or verbal discussion does not by itself create a binding appointment. Before confirming any Hammersmith cleaner service, we may ask for details such as property type, access arrangements, size of the premises, preferred dates, cleaning priorities, and any special requirements. This information helps us determine whether we can provide the service safely and within the expected time.

It is your responsibility to provide accurate and complete information when booking. If the details supplied are incomplete, incorrect, or misleading, we may revise the quote, alter the schedule, or refuse to provide the service where necessary. If extra time, equipment, specialist products, or additional staff are required because the information you provided was inaccurate, additional charges may apply. Cleaner Hammersmith is not responsible for delays or inability to perform the service caused by access restrictions, unsafe conditions, or failure to disclose relevant information.

You must ensure that someone authorised is available to grant access at the agreed time unless we have explicitly arranged otherwise. If keys, access codes, alarm procedures, parking instructions, or building entry requirements are needed, they must be provided in advance. Where we are unable to gain access, we may charge for wasted time, travel, or staff attendance. If a cleaner arrives and is unable to begin due to factors outside our control, the appointment may be treated as cancelled by you.

2. Services and Customer Responsibilities

Our cleaning services are provided with reasonable skill and care, using methods and products that are appropriate for the task agreed. Unless specifically stated in writing, we do not guarantee stain removal, restoration of damaged surfaces, or the permanent elimination of mould, odours, limescale, pet hair, or similar issues. Some materials and finishes are delicate or age-sensitive, and cleaning may reveal pre-existing wear or defects. Cleaner Hammersmith will not be liable for results that are limited by the condition of the property, the quality of surfaces, or manufacturer restrictions on products or processes.

You must remove or secure items of special value, sensitive documents, jewellery, cash, breakables, and personal possessions before the service begins. If you ask us to clean around fragile or valuable items, you accept the risk associated with leaving them in place unless damage is caused by our negligence. You should also inform us in advance of any health and safety hazards, including faulty wiring, unstable fixtures, sharps, pests, biohazards, water leaks, or restricted access areas. We may refuse to clean any area that we reasonably consider dangerous.

Where the service includes the use of customer-supplied products or equipment, you remain responsible for their suitability, safety, and maintenance. We may decline to use any product that appears unsafe, improperly labelled, expired, or incompatible with the task. Likewise, if we supply products, they will be used in accordance with manufacturer instructions and applicable safety standards. Any special requests, including eco-friendly products or fragrance-free methods, must be agreed before the booking is confirmed.

3. Payments and Charges

Prices may be quoted as hourly rates, fixed fees, minimum charges, or service packages, depending on the type of cleaning requested. All prices are stated in pounds sterling unless otherwise agreed and may be subject to VAT where applicable. A quote is based on the information you provide and may be revised if the actual service differs materially from the original description. If additional work is requested during the visit, or if the property condition requires more time than estimated, Cleaner Hammersmith may apply an additional charge.

Payment terms will be confirmed at the time of booking and may require payment in advance, on completion, or by invoice. We reserve the right to request a deposit or partial prepayment for larger jobs, first-time bookings, or services requiring reserved time or specialist materials. Unless agreed otherwise, payment is due immediately on completion of the service. Late payments may result in interest or administrative charges to the extent permitted by law, and we may suspend future bookings until outstanding sums are paid in full.

We accept payment methods that we make available from time to time, and you are responsible for ensuring that your chosen payment method is valid and authorised. If a payment is reversed, declined, or disputed without valid reason, you may be liable for any associated costs, bank charges, or collection expenses incurred by us, subject to applicable law. Any promotion, discount, or special rate is offered at our discretion and may be withdrawn or changed without notice for future bookings.

If you dispute an invoice, you must raise the issue promptly and provide reasonable supporting details. Undisputed amounts must still be paid by the due date. We may retain records of booking details, attendance, photographs, or job notes to support billing and service verification. Nothing in these Terms and Conditions affects your statutory rights as a consumer where applicable under UK law. However, any attempt to withhold payment for completed work without reasonable grounds may be treated as a breach of contract.

4. Cancellations, Rescheduling, and Access Issues

You may cancel or reschedule a booking by giving us notice in accordance with the cancellation policy stated at the time of booking. If no separate cancellation policy is provided, we will apply a reasonable notice period based on the type and size of the job. We may charge a cancellation fee where the appointment is cancelled at short notice, particularly if staff, transport, or materials have already been allocated. For repeated short-notice cancellations, Cleaner Hammersmith may require prepayment for future appointments.

Where a booking is rescheduled, we will use reasonable efforts to offer an alternative date and time, but availability cannot be guaranteed. If we arrive at the property and cannot complete the service because of lack of access, insufficient utilities, unsafe conditions, or your failure to prepare the property as agreed, the booking may be charged in full or in part as a wasted attendance. We are not responsible for missed services caused by your failure to provide access or accurate instructions.

If we need to cancel or reschedule due to illness, emergencies, severe weather, equipment failure, or circumstances beyond our reasonable control, we will aim to inform you as soon as possible and offer a new appointment where practical. We will not be liable for any indirect loss arising from such changes, provided we act reasonably and attempt to minimise disruption. In all cases, our aim is to treat the customer fairly while protecting the efficient operation of Cleaner Hammersmith.

5. Liability and Limitations

We accept liability for direct loss or damage only where it is proven to have been caused by our negligence or wilful misconduct. Our responsibility is limited to the reasonable cost of repair or replacement of the damaged item, taking into account age, condition, and depreciation. We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

We are not liable for pre-existing damage, wear and tear, hidden defects, manufacturing faults, or damage caused by unsuitable instructions, customer-supplied products, or failure to disclose relevant risks. We will not be responsible for loss of income, loss of business, loss of opportunity, emotional distress, or any indirect or consequential loss. You should notify us of any alleged damage as soon as reasonably possible and in any event within a reasonable period after the service, together with supporting evidence and, where appropriate, photographs.

If an incident occurs, you must allow us a reasonable opportunity to inspect the issue, investigate the circumstances, and, where appropriate, attempt a remedy. You must not arrange repair or disposal before giving us this opportunity unless urgent safety concerns require immediate action. Where liability is accepted, we may choose to arrange repair, replacement, or compensation at our discretion, subject to the limits of these terms and applicable law. The maximum aggregate liability of Cleaner Hammersmith in connection with any one booking shall be limited to the total amount paid for that booking, except where law requires otherwise.

6. Waste Handling and Environmental Rules

Cleaner Hammersmith will handle ordinary waste generated during cleaning in a responsible manner and in compliance with applicable UK waste regulations. Waste is usually limited to materials that arise directly from the cleaning task, such as disposable cloths, packaging from approved supplies, or minor debris removed during the service. Unless otherwise agreed in writing, we do not provide a general rubbish clearance or removal service for bulky items, renovation waste, garden waste, construction debris, hazardous waste, or trade waste.

Any waste left for disposal must be legal to handle, properly segregated where required, and not contaminated with substances that require specialist disposal. You must inform us in advance if the property contains hazardous or regulated waste, including needles, chemicals, bodily fluids, sharps, asbestos, or infestations that require specialist treatment. We may refuse to move, handle, or dispose of such materials. Where disposal is agreed separately, any associated charges, third-party costs, and compliance obligations will be your responsibility unless we expressly agree otherwise.

You are responsible for ensuring that waste is presented lawfully and that the service requested does not cause us to breach environmental, health and safety, or waste carrier requirements. We may use licensed third-party disposal providers where necessary. Any items removed from the property for disposal remain your responsibility until lawfully transferred to an authorised waste handler. If you instruct us to remove items that should not be placed in general waste, you must provide full and accurate details so that appropriate arrangements can be made.

7. Complaints, Force Majeure, and General Provisions

If you are dissatisfied with the service, you should notify us within a reasonable time and provide enough detail for us to assess the matter fairly. We may ask for photographs, a description of the concern, and access to the property if a re-inspection is needed. Where a complaint is justified, we may offer a re-clean, partial refund, or other appropriate remedy at our discretion, subject always to legal rights that cannot be excluded. Our objective is to resolve matters proportionately and without unnecessary delay.

We will not be liable for any failure or delay in performing our obligations where such failure is caused by events beyond our reasonable control, including extreme weather, transport disruption, strikes, public emergencies, or government restrictions. In such cases, performance may be suspended for the duration of the event and resumed as soon as reasonably possible. If the event continues for an extended period, either party may be entitled to cancel the affected booking without further liability, except for payment due for work already carried out.

These Terms and Conditions constitute the entire agreement between you and Cleaner Hammersmith regarding the service, unless otherwise agreed in writing. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in full force. No failure or delay by us in enforcing any right will operate as a waiver of that right. These terms may be assigned or transferred by us where reasonably required for business or operational purposes.

8. Governing Law

Cleaner Hammersmith contracts are governed by the laws of England and Wales. Any dispute, claim, or issue arising from or in connection with these Terms and Conditions, the booking process, or the cleaning services themselves shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law provides otherwise. These terms are intended to be interpreted in a way that is consistent with UK legislation and the rights of both parties.

Nothing in these Terms and Conditions is intended to limit or exclude rights that cannot be limited under applicable law. If you are a consumer, you retain the protections provided by relevant legislation relating to service quality, fair terms, and reasonable care and skill. If you engage our services on behalf of a business, you confirm that you have authority to do so and that you will be responsible for all charges, access arrangements, and instructions provided to us.

By proceeding with a booking, you acknowledge that you have read, understood, and accepted these Terms and Conditions. They are designed to support a reliable and professional cleaning arrangement, whether you need a one-off service or an ongoing Cleaner Hammersmith appointment. We recommend that you retain a copy for your records and review it before each new booking.