Terms And Conditions

Cleaner Hammersmith Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Hammersmith provides cleaning and related services to residential and commercial customers. By making a booking, using our services or allowing our cleaners access to your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any booking.

1. Definitions

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

Customer means any individual, business or organisation that requests or receives services from Cleaner Hammersmith.

Company, we, us or our means Cleaner Hammersmith as the provider of the services.

Services means any cleaning or related services provided by the Company, including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, one-off cleaning, office and commercial cleaning, and related tasks as agreed with the Customer.

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

Cleaner means any employee, contractor or subcontractor engaged by the Company to deliver the Services.

Agreement means the contract formed between the Customer and the Company incorporating these Terms and Conditions and any written or verbal confirmation of the booking.

2. Scope of Services

The Company agrees to provide the Services to the Customer in accordance with these Terms and Conditions and with reasonable care and skill.

The exact scope of work, frequency, and duration of visits will be agreed at the time of booking. This may include a checklist or description of tasks, which is indicative of the usual service but may be adjusted by the Company where necessary to reflect the time booked, the condition of the Premises, health and safety considerations and applicable regulations.

The Customer acknowledges that the completion of all requested tasks during a visit depends on the time booked and the condition of the Premises. Where the time allowed is insufficient, the Cleaner will prioritise tasks as reasonably directed by the Customer or, failing such direction, according to the Cleaner’s professional judgement.

3. Booking Process

Bookings may be made by the Customer through the Company’s designated booking channels as made available from time to time. The Customer must provide accurate and complete information when booking, including the address of the Premises, the type and size of the property, the nature of the required Services and any special requirements.

All bookings are subject to availability and are not confirmed until the Company issues a booking confirmation. The Company reserves the right to decline or cancel any booking at its discretion, including where the Premises are deemed unsafe, inaccessible, or where the required work is not reasonably compatible with the booked service type or duration.

For recurring bookings, the Company will endeavour to provide the same day, time and cleaner where possible. However, this cannot be guaranteed and the Company reserves the right to make changes to scheduling and personnel.

4. Customer Obligations

The Customer agrees to:

Provide safe and reasonable access to the Premises at the agreed time, including necessary keys, access codes, parking information and instructions for entry.

Ensure that electricity, running water, lighting, and, where relevant, heating are available at the Premises during the visit.

Inform the Company at the time of booking of any particular risks, sensitivities, restrictions or hazards at the Premises, including but not limited to fragile items, valuable possessions, alarms, pets, or areas that must not be accessed.

Secure or remove cash, jewellery, important documents and other valuables before the Cleaner attends the Premises.

Comply with all applicable laws, local regulations and building rules relating to the Premises and the provision of the Services.

5. Pricing and Payments

The price for the Services will usually be quoted on an hourly or fixed-fee basis. Any quotation provided by the Company is based on the information supplied by the Customer and is subject to adjustment if that information is incomplete or inaccurate, or if the condition of the Premises differs significantly from what could reasonably be expected for the booked service type.

Prices may vary depending on the type of service, size of the Premises, level of soiling, access, special requirements, and service area. The Company reserves the right to review and update its prices from time to time. For recurring services, the Company will provide notice of any material price changes in advance of the next visit.

Payment terms will be specified at the time of booking. Unless otherwise agreed in writing, payment is due either at the time of booking or immediately upon completion of the Services. The Company may require full or partial prepayment to secure the booking.

Where payment is made by card or other electronic methods, the Customer authorises the Company to charge the agreed amounts, including any applicable cancellation fees, call-out charges, or additional charges that have been agreed with the Customer.

If payment is not received on the due date, the Company reserves the right to charge interest on overdue amounts, suspend Services, or cancel future bookings until all outstanding balances are settled.

6. Cancellations, Rescheduling and Access

If the Customer wishes to cancel or reschedule a booking, the Customer must provide the Company with reasonable notice in accordance with the Company’s current cancellation policy as notified at the time of booking.

The Company may charge a cancellation or rescheduling fee where insufficient notice is given. In particular, where a booking is cancelled or rescheduled at short notice or the Cleaner is unable to gain access to the Premises at the agreed time, the Customer may be charged a fee up to the full cost of the booked service to cover the Cleaner’s time and travel.

Where the Company is unable to attend at the agreed time due to circumstances beyond its reasonable control, including severe weather, transport disruption, illness, equipment failure or other operational issues, the Company will seek to notify the Customer as soon as reasonably practicable and will offer an alternative appointment. The Company will not be liable for any indirect or consequential losses resulting from such changes.

7. Health, Safety and Conduct

The Company is committed to maintaining high standards of health and safety. The Cleaner may decline to perform tasks that in their professional opinion could pose a risk to health, safety, or property, including but not limited to working at dangerous heights, handling hazardous materials, or cleaning areas that are structurally unsafe.

The Customer must not request the Cleaner to undertake any activities that fall outside normal cleaning services or that would breach health and safety legislation or local regulations.

The Company expects all Customers and their representatives to treat Cleaners with respect. Any form of abuse, harassment, discrimination, or threatening behaviour may result in immediate termination of the visit and potential cancellation of future services, without refund.

8. Cleaning Materials and Equipment

Unless otherwise agreed, the Company will supply standard cleaning materials and equipment necessary to perform the Services. If the Customer requests the cleaner to use Customer-supplied products or equipment, this will be at the Customer’s own risk, particularly in relation to allergies, product suitability and equipment safety.

The Company will not be liable for any damage or unsatisfactory results caused by cleaning products or equipment provided or specified by the Customer, including specialist or manufacturer-branded products intended for particular surfaces.

9. Waste Management and Environmental Regulations

The Company will handle and dispose of waste generated in the normal course of cleaning in accordance with applicable waste management and environmental regulations for the service area.

Unless expressly agreed as part of the Service, the Company does not provide the removal or disposal of large quantities of waste, bulky items, construction debris, hazardous waste, clinical waste or electrical appliances. The Customer is responsible for arranging appropriate collection or disposal of such items with licensed waste carriers or relevant local services.

If, during the provision of the Services, the Cleaner encounters waste that cannot lawfully or safely be handled as part of ordinary cleaning work, the Cleaner may decline to handle such waste and may report any concerns to the Company. The Customer remains responsible for complying with all applicable waste and recycling regulations relating to their Premises.

10. Property Damage and Liability

The Company will exercise reasonable care and skill in providing the Services. In the unlikely event of damage to the Premises or Customer property arising directly from the negligence of the Company or its Cleaners, the Customer must notify the Company as soon as reasonably possible, and in any event within a reasonable time after becoming aware of the damage.

The Customer should not arrange for repairs or replacement of any damaged items without prior discussion with the Company, as this may affect the ability to investigate and, where appropriate, settle any claim. The Company may request evidence of the damage, such as photographs, receipts, or reports.

The Company’s total liability to the Customer in respect of each event or series of connected events, whether in contract, tort or otherwise, will be limited to the amount paid or payable by the Customer for the specific Service during which the loss or damage occurred, subject always to any mandatory legal minimums that cannot be excluded.

The Company will not be liable for any indirect, special or consequential loss, loss of profit, loss of opportunity, or loss of enjoyment, whether arising from delay, cancellation, or performance of the Services, to the fullest extent permitted by law.

The Company will not be liable for pre-existing damage, fair wear and tear, deterioration of items due to age or poor condition, or damage caused by defective surfaces or materials that are unsuitable for cleaning.

11. Insurance

The Company aims to maintain appropriate insurance cover in relation to its operations, subject to policy terms, conditions and exclusions. Copies of relevant insurance details may be made available on request. The existence of insurance does not extend or increase the Company’s liability beyond that set out in these Terms and Conditions and applicable law.

12. Complaints and Service Quality

The Company strives to provide a reliable and professional service at all times. If the Customer is dissatisfied with any aspect of the Services, the Customer should contact the Company as soon as reasonably possible, giving details of the issue.

Where a complaint is raised within a reasonable time after service, the Company may, at its discretion and where appropriate, arrange for re-cleaning of the affected areas or provide another form of resolution, taking into account the nature of the complaint and the circumstances of the visit.

13. Keys and Security

If the Customer provides keys, access cards, or codes to the Company, these will be handled with reasonable care. The Company recommends that Customers do not label keys with full addresses. In the event of lost keys, the Company’s liability will be limited to the reasonable cost of key replacement and will not include the cost of changing full lock systems unless specifically required by law or agreed in writing.

14. Confidentiality and Data Protection

The Company respects the privacy of its Customers and will treat any personal information in accordance with applicable data protection legislation. Information collected during booking and service delivery is used for the administration of the Services, customer support, and legitimate business purposes.

The Company will not disclose Customer information to third parties except where necessary to provide the Services, when required by law or regulation, or with the Customer’s consent.

15. Force Majeure

The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control. This may include, without limitation, extreme weather, natural disasters, acts of government, public health emergencies, strikes or industrial disputes, transport disruption, or failure of utilities.

16. Variations to these Terms

The Company reserves the right to update or amend these Terms and Conditions from time to time. Any changes will take effect from the date they are published or otherwise communicated to the Customer. Continued use of the Services after such changes will constitute acceptance of the revised terms.

17. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable by a court or competent authority, that provision shall be severed from the remaining terms, which will continue in full force and effect.

18. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of or in connection with them, or the Services provided by the Company, shall be governed by and construed in accordance with the laws of England and Wales.

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.

By booking or receiving Services from Cleaner Hammersmith, the Customer confirms that they have read, understood and agree to these Terms and Conditions.