West Hampstead Cleaner Terms and Conditions
These Terms and Conditions set out the basis on which West Hampstead Cleaner provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, the customer agrees to these terms. They are designed to make the service clear, fair, and reliable for both parties. In these terms, references to “we”, “us”, and “our” mean West Hampstead Cleaner, and references to “you” and “your” mean the customer or the person authorising the cleaning service.
These terms apply to standard cleaning, one-off cleaning, deep cleaning, end of tenancy cleaning, after-builders cleaning, carpet cleaning, upholstery cleaning, and any other cleaning service we agree to provide. If any separate written agreement, quotation, or service specification has been issued for a particular job, those documents may supplement these terms, but these terms will still apply unless expressly stated otherwise. If there is any inconsistency, the written service specification for the specific booking will take priority only in relation to that booking.
By using our service, you confirm that you have read and understood these terms and that you are authorised to arrange the cleaning at the relevant property. You also confirm that the property is safe for our staff to enter and clean, and that you have disclosed anything that could affect the service, such as fragile surfaces, access restrictions, pets, security systems, or areas requiring special handling. We reserve the right to refuse or suspend a service where there is a serious risk to staff, property, or the integrity of the booking.
Booking process begins when you submit a request for a cleaning appointment and we confirm availability. A booking is not final until we have accepted it, provided a time slot, and, where required, received any deposit or advance payment. Any quotation given before inspection is based on the information supplied by you and is subject to change if the scope of work, property condition, or access arrangements differ from what was described. For that reason, the service booking terms require accurate and complete information at the time of reservation.
We may ask for details about the size of the property, type of cleaning, level of dirt, requested tasks, parking access, lift access, entry instructions, and any items that should not be touched. If a customer books a service on behalf of a landlord, tenant, occupier, or third party, the person making the booking remains responsible for payment and for ensuring that access is arranged. A booking may also be subject to a minimum duration, a waiting period, or a specific crew size depending on the nature of the job.
We will normally confirm the appointment date and approximate arrival time by the agreed communication method. 
While we make every effort to attend on time, any arrival window is an estimate rather than a guarantee unless a fixed time has been expressly agreed in writing. We may need to reschedule if there are adverse weather conditions, traffic disruption, staff illness, equipment failure, or other events outside our reasonable control. In such cases, we will contact you as soon as reasonably possible and offer an alternative appointment.
Payments must be made in accordance with the quotation, invoice, or booking confirmation issued for the service. Unless otherwise stated, prices are quoted in pounds sterling and may include or exclude VAT depending on our VAT status and the service arrangement. We may require a deposit, advance payment, or full prepayment before attendance, particularly for larger jobs, specialist cleaning, repeat cancellations, or properties where access is likely to be uncertain. The balance, if any, becomes due upon completion or within the payment period stated on the invoice.
If the service takes longer than originally estimated because the property condition is materially worse than described, because additional tasks are requested on the day, or because access is delayed, we may revise the charge to reflect the extra time, labour, or materials reasonably required. Where a fixed price has been agreed, that price applies only to the service scope described at the time of booking. Any work outside that scope will be treated as an additional charge. We may also charge for specialist products, parking fees, congestion charges, key collection time, or disposal costs where these are necessary and have been reasonably incurred.
Late or failed payments may result in suspension of services, recovery action, and the recovery of reasonable costs incurred in pursuing the debt, to the extent permitted by law. You are responsible for ensuring that payment details are valid and that funds are available when due. If a payment is made by card, bank transfer, or other electronic method, you must ensure that the account holder has authorised the transaction. We do not accept responsibility for bank charges or exchange fees applied by your provider.
Cancellations and amendments must be made as early as possible. A cancellation is considered effective only when we have received clear notice and acknowledged it, unless the notice is given in a manner we have already accepted for booking management. If you need to change the date, time, or service type, we will try to accommodate the request, but changes are subject to availability and may affect the price. Significant alterations to the booking may be treated as a cancellation of the original service and a new reservation.
Where a cancellation occurs at short notice, we may charge a cancellation fee to cover allocated staff time, reserved slots, and any non-refundable costs already incurred. If access is not provided at the agreed time, if entry is refused, or if the property is unavailable for cleaning, this may be treated as a late cancellation or a missed appointment. In such cases, we reserve the right to charge a fee equivalent to all or part of the booked service, depending on the circumstances and the loss we suffer.
We may cancel or reschedule a booking if the property conditions are unsafe, if there is a risk of damage to fixtures, finishes, or equipment, or if the customer fails to provide necessary information in advance. We also reserve the right to withdraw from a booking if the customer or any person present behaves abusively, threatens staff, interferes with the work, or requires our team to act outside agreed instructions. In these circumstances, any refund or charge adjustment will depend on the work completed and the reason for termination.
Liability is limited to the extent permitted by English law. We will carry out our services with reasonable skill and care, using competent staff and appropriate cleaning products and equipment. However, cleaning involves inherent risks, particularly where surfaces are aged, fragile, poorly maintained, incorrectly installed, or previously damaged. We are not responsible for pre-existing faults, hidden defects, discolouration, water ingress, structural weakness, or deterioration that becomes visible during or after cleaning unless caused directly by our negligence.
Customers should notify us in advance of any materials or items requiring special caution, such as natural stone, untreated wood, antique furniture, delicate fabrics, or electrical fixtures. Where a customer asks us to clean an item or surface despite our warning that it may be unsuitable, this is done at the customer’s own risk, unless we have expressly agreed in writing to take responsibility. We are not liable for loss or damage caused by inaccurate information, inadequate access, insecure fixtures, defective plumbing, faulty appliances, or insufficient instructions.
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Subject to that, we shall not be liable for indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or any special damages. If we are found liable for direct loss arising from our service, our liability will normally be limited to the amount paid for the specific service giving rise to the claim, except where a higher limit is required by law.
Access, property care, and customer responsibilities are central to the safe delivery of the service. You must ensure that the property is reasonably accessible on the agreed date and that our team can reach the relevant areas without unnecessary delay. This includes providing keys, entry codes, alarm instructions, parking information, and any required permissions. You should remove or secure valuables, confidential documents, breakables, and personal items before cleaning begins. We may move lightweight items to clean underneath or around them, but we are not required to move heavy, fixed, or hazardous objects.
You are responsible for ensuring that the electricity, water supply, heating, and basic utilities required for the service are available and in working order unless we have agreed otherwise. If cleaning cannot be completed because utilities are unavailable or because access is restricted, we may still charge for time spent travelling, waiting, or attending the property. Where we are given a key or access code, it is your responsibility to provide accurate instructions and to tell us if access arrangements change. We will use reasonable care with keys and access devices, but we are not responsible for losses caused by incorrect or incomplete access information supplied by you.
Waste regulations are followed in accordance with applicable UK law and local authority requirements. We will separate, handle, and dispose of cleaning-related waste responsibly and will not remove items that are not part of the agreed service unless we have expressly agreed to do so. This includes waste produced during deep cleaning, packaging from cleaning materials, and minor debris generated by the service. We do not act as a general waste collection or skip hire service, and we do not accept responsibility for waste beyond what is reasonably connected to the booked cleaning task.
Where items need to be disposed of, we may only do so if they are permissible under waste transfer and disposal rules and if doing so has been agreed in advance. Hazardous waste, sharps, asbestos, chemicals, clinical waste, biohazard materials, or other regulated substances must be declared before the appointment. If such waste is discovered unexpectedly, we may stop work in that area and advise that specialist handling is required. Any additional disposal fees, specialist collection costs, or compliance charges will be passed on to the customer if they were not included in the original quotation. The customer remains the waste holder for items not expressly taken away by us.
We will not unlawfully dump, burn, bury, or otherwise mishandle waste. Cleaning products and materials will be used and stored in a manner intended to reduce environmental impact and comply with safety obligations. Customers must not ask staff to transport waste in a way that would breach regulations or exceed safe handling limits. If we are required to report an unsafe or illegal waste condition, cooperate with a waste contractor, or leave an area undisturbed for legal reasons, we may do so without liability for delay or incomplete service. These obligations apply to West Hampstead Cleaners and any variation of our service name used in booking or invoicing.
Complaints and remedy should be raised promptly after the service is completed. We may ask for reasonable evidence of the issue, including photographs or a description of the area concerned, so that we can assess whether the concern relates to our work, a pre-existing condition, or a misunderstanding about the agreed scope. If a complaint is valid and relates to a matter within our control, we may choose to re-clean the affected area, offer a partial refund, or provide another reasonable remedy. Any remedy will be proportionate to the issue identified and will not exceed what is fair in the circumstances.
Termination and suspension of the service may occur where a customer repeatedly fails to pay, repeatedly cancels at short notice, misrepresents the condition of the property, or behaves in a way that makes further service inappropriate. We may also suspend work if our staff are exposed to unsafe conditions, including aggressive behaviour, serious hygiene risks, suspected unlawful activity, or concealed hazards. In such cases, we will be entitled to recover payment for work already performed and any costs reasonably incurred up to the point of suspension.
Any statement made by our staff, subcontractors, or representatives does not alter these terms unless it is confirmed in writing by an authorised person. If any part of these terms is found to be invalid or unenforceable, the remainder will continue in full force. A failure by us to enforce any provision on one occasion does not mean that we waive the right to enforce it later. These terms are intended to operate alongside applicable consumer law, contract law, and commercial standards in the United Kingdom.
Nothing in these terms creates a partnership, joint venture, or employment relationship between us and the customer. We may use suitably trained employees, agents, or subcontractors to deliver the service, and remain responsible for the standard of work they perform within the scope of the booking. You may not assign your rights or obligations under these terms without our prior written consent, but we may assign or transfer our rights where this does not materially reduce your protections.
These terms constitute the entire agreement between the customer and West Hampstead Cleaner in relation to the booked service, unless a separate written contract states otherwise. Any quotation or estimate is valid only for the period stated in it, or, if no period is stated, for a reasonable time. Service descriptions are intended to be accurate, but minor variations may occur where required by the practical nature of cleaning work. We reserve the right to update these terms from time to time, and the version in force at the time of booking will apply unless a later written variation has been agreed.
Governing law for these service Terms and Conditions is the law of England and Wales. Any dispute arising out of or in connection with these terms, the booking, or the provision of cleaning services shall be governed by and interpreted in accordance with that law. The courts of England and Wales shall have exclusive jurisdiction, subject always to any mandatory rights that apply to consumers under UK legislation. If a consumer has a right to bring a claim elsewhere under applicable law, those rights are preserved.
By proceeding with a booking, you agree that these West Hampstead Cleaner terms reflect the understanding between the parties and provide the framework for a professional, lawful, and well-defined cleaning service. If you do not accept any part of these terms, you should not proceed with the booking. Once a reservation is confirmed, these conditions apply to the full extent permitted by law and remain in effect for the duration of the service relationship between the customer and West Hampstead Cleaner.