Hampstead Cleaners Terms and Conditions

These Terms and Conditions apply to all cleaning services provided by Hampstead Cleaners and set out the basis on which we accept bookings, deliver services, process payments, manage cancellations, and address liability. By making a booking with us, the customer agrees to these terms. Please read them carefully before placing an order for any domestic cleaning service, office cleaning service, or related cleaning appointment. These terms are designed to be fair, clear, and consistent with UK consumer law.

In these Terms and Conditions, “we”, “us”, and “our” refer to Hampstead Cleaners, and “you” or “the customer” refers to the person, business, or organisation requesting the service. The words “cleaning service”, “service”, and “appointment” may be used interchangeably. These terms apply whether the service is one-off, scheduled, or recurring, unless we agree otherwise in writing. Any special arrangements must be confirmed by us in advance.

If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply. No delay or failure by us to enforce any right under these Terms and Conditions will be treated as a waiver of that right. We may update these terms from time to time, and the version in force at the time of booking will apply to that booking. Nothing in these terms affects your statutory rights.

Bookings may be made by agreeing a service request and providing the necessary details for the cleaning to take place. Before confirming the appointment, we may ask for information such as property type, access arrangements, service scope, preferred date, and any relevant instructions. The booking is only accepted when we confirm it. Until that point, all dates and times remain subject to availability and operational review. We may decline a booking where we are unable to meet the requested service requirements.

It is your responsibility to ensure that the information provided during the booking process is accurate and complete. If the details change before the appointment, you must inform us as soon as reasonably possible. Any change to the scope of work, property condition, or access arrangements may affect the price, timing, or feasibility of the service. We reserve the right to amend the schedule or cancel the booking if the information supplied is materially incorrect or incomplete.

Some services may require a pre-service assessment, either remotely or on site, to determine the likely time, equipment, and staffing needed. The purpose of this assessment is to help us provide an appropriate cleaning package. Where a quotation is provided, it will usually reflect the information available at the time. If the actual conditions differ substantially from the details given, additional charges may apply or the service may need to be adjusted. Quotations are valid for the period stated in the offer or confirmation.

Payments must be made in accordance with the price and terms agreed at the time of booking or as later confirmed in writing. Unless otherwise stated, prices are quoted in pounds sterling and may be subject to VAT where applicable. Payment may be required in advance, on completion, or by invoice, depending on the service type and the agreed arrangement. We may refuse to begin or continue work if payment terms are not met.

Where advance payment is required, the booking is not secured until payment has been received in full or until the agreed deposit has been paid. If payment is due after completion, invoices must be settled within the timeframe stated on the invoice. Late payments may result in suspension of future services, administrative charges where permitted by law, and recovery action for outstanding amounts. Any costs we incur in recovering unpaid sums may be added to the amount owed, where lawful.

If the service duration changes because the property is larger, more heavily soiled, or otherwise requires more time than anticipated, we may charge for additional time, extra staff, specialist equipment, or materials. Any such change will be explained where reasonably practicable. Additional fees will not be applied without a valid service reason, but by booking you accept that the final cost may differ from the initial estimate where the job specification changes.

Cancellations and rescheduling requests should be made as early as possible. If you wish to cancel or change the booking, you must notify us within the cancellation period specified at the time of booking, or, if no period is stated, within a reasonable time before the appointment. Where notice is given sufficiently in advance, we may offer a new date subject to availability. Repeated changes may affect our ability to provide the service and may be treated as a cancellation for scheduling purposes.

If you cancel late, fail to provide access, or are otherwise unavailable when our team arrives, we may charge a cancellation fee or a call-out fee to cover lost time and operational costs. The amount of any such fee will be proportionate and, where possible, reflect the time and resources already allocated. In some cases, especially where staff have already been dispatched or materials purchased, the full service charge may become payable. These charges are intended to be fair and commercially reasonable.

We may cancel or reschedule an appointment where necessary due to illness, staff shortages, severe weather, equipment failure, unsafe conditions, or other circumstances beyond our reasonable control. In such cases, we will try to offer an alternative appointment. We are not responsible for losses arising from a lawful cancellation or postponement where the reason is outside our control and we have acted reasonably. This does not limit any rights you may have under consumer law.

We will carry out the service with reasonable skill and care, using appropriate cleaning methods and materials for the agreed task. However, cleaning outcomes can vary depending on the condition, age, and surface type of the property. Some marks, stains, limescale, wear, odours, or damage may not be fully removable. Unless we expressly guarantee a result in writing, we do not promise that every surface will be restored to a like-new condition. Service expectations should be assessed realistically and in relation to the agreed scope.

You are responsible for ensuring that the property is reasonably prepared for the service. This may include providing access, securing pets, moving personal items where needed, and ensuring that utilities such as water and electricity are available if required for the job. We may refuse to clean areas that are unsafe, heavily cluttered, or otherwise unsuitable. If hazards are present, we may stop work until the issue is resolved. Any delay caused by lack of preparation may be charged as waiting time if agreed in advance.

We are not liable for pre-existing damage, concealed defects, wear and tear, or deterioration caused by age, poor maintenance, or unsuitable materials. Where you ask us to use a particular product, method, or instruction against our recommendation, you accept the risk associated with that choice to the extent permitted by law. If we identify a likely risk of damage, we may decline to use the requested approach. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

Our liability for any proven loss or damage arising from our breach of contract or negligence will be limited to the cost of the relevant service or, where appropriate, the amount recoverable under our insurance, whichever is lower, except where a different limit is required by law. We do not accept responsibility for indirect or consequential losses such as loss of profit, loss of business, or loss of opportunity, to the extent permitted under UK law. This limitation is intended to be reasonable and proportionate.

You must notify us of any issue with the service within a reasonable time after completion, and in any event as soon as practical after discovering the problem. This helps us investigate promptly and, where appropriate, offer a remedy. We may ask for photographs, access to the relevant area, or other reasonable evidence to assess the issue. If a complaint is upheld, our remedy may include a re-clean, partial refund, or another suitable resolution, depending on the circumstances.

We are not responsible for loss or damage caused by your failure to follow our instructions, by third parties, by defective items in the property, or by conditions outside our control. You must tell us about fragile items, loose fixtures, faulty fittings, unstable furniture, or any other special risk before work begins. If you ask us to move items, we will do so only where it is safe and practical. Any valuables, confidential documents, or irreplaceable items should be secured before the service starts.

Waste disposal and waste handling must comply with applicable UK waste regulations. Unless otherwise agreed, our service does not include the removal of bulky waste, hazardous waste, clinical waste, construction debris, or any item requiring specialist disposal. If waste is produced as part of the service, we will handle it responsibly and in accordance with the law. You remain responsible for ensuring that any waste requiring a specific collection, licence, or disposal route is managed appropriately.

If we agree to remove waste or dispose of items, you must disclose any risks, restrictions, or special classifications before the service begins. We may refuse to handle waste that is contaminated, dangerous, illegal, or unsuitable for standard disposal. Where waste transfer documentation, segregation, or other compliance steps are required, both parties must cooperate fully. Illegal disposal is prohibited, and we will not participate in any activity that could breach environmental, health, or safety obligations.

Any materials, packaging, or consumables used during the service may be left on site unless otherwise agreed. We will take reasonable steps to minimise waste and to use products responsibly. If we collect or remove items at your request, ownership of the items transfers only where that is expressly agreed and lawful. We do not accept responsibility for items discarded at your instruction once they have been lawfully disposed of.

Access to the property must be arranged by you and confirmed before the appointment. If we are unable to gain access at the agreed time, the visit may be treated as a late cancellation or missed appointment. You must ensure that any keys, codes, security instructions, parking requirements, or building rules are communicated in advance. We will take reasonable care with any keys or access devices provided to us and will use them only for the purpose of delivering the agreed service.

We may need to enter different rooms or areas to complete the work, and you agree that our team may do so within the scope of the booking. Where the property is occupied, you should ensure that occupants are aware of the appointment and that suitable arrangements are made for children, vulnerable persons, and pets. We may pause or stop work if we believe there is a safety concern. Any time lost because access was not properly arranged may be charged where lawful and reasonable.

These Terms and Conditions and any dispute or claim arising from them shall be governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless you are a consumer resident in Scotland or Northern Ireland and mandatory law gives you the right to bring proceedings elsewhere. If any dispute cannot be resolved amicably, the parties may seek legal remedies available under applicable law. Governing law is an important part of this agreement.