Terms And Conditions

West Hampstead Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which West Hampstead Cleaner provides domestic and commercial cleaning and related services to customers. By booking or using any service, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings given below.

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

Company means West Hampstead Cleaner, operating as a cleaning service provider in the United Kingdom.

Services means any cleaning, housekeeping, end of tenancy cleaning, deep cleaning, pre or post tenancy cleaning, move in or move out cleaning, spring cleaning, after-builders cleaning, office cleaning, or related services supplied by the Company.

Cleaner means any employee, worker, subcontractor or representative engaged by the Company to carry out the Services.

Premises means the property, home, office or other location where the Services are to be carried out.

Booking means a confirmed request by the Client for the Company to provide Services on a particular date and time.

2. Scope of Services

The Company provides professional cleaning and related services at residential and commercial premises. The exact scope of each service is agreed at the time of booking and may include regular cleaning, one-off deep cleaning, end of tenancy cleaning, and other specialist services as advertised by the Company.

The Company reserves the right to refuse any job that, in the opinion of the Company, is unsafe, unlawful, or beyond the reasonable capability of the Cleaner or the agreed scope of work.

Any additional tasks requested on the day of service that are outside the agreed scope are subject to the Cleaner’s availability and may incur additional charges.

3. Booking Process

Bookings may be made online or through other methods made available by the Company from time to time. All bookings are subject to availability and confirmation by the Company.

The Client is responsible for providing accurate information about the Premises, including size, condition, number of rooms, and any special requirements. If the information provided is incomplete or inaccurate, the Company may adjust the price or the scope of work accordingly, or may decline the booking.

A Booking is only confirmed once the Company has accepted the request and, where required, a deposit or card authorisation has been successfully processed. The Company may refuse or cancel a Booking if payment is not authorised or if the Client has previously breached these Terms and Conditions.

The Client must ensure that there is safe and reasonable access to the Premises at the agreed time. If access cannot be gained, waiting or abortive call-out charges may apply.

4. Client Obligations

The Client must ensure that the Premises are safe for the Cleaner, including but not limited to providing adequate lighting, safe electrical sockets, and notifying the Company of any health and safety risks, such as loose flooring, broken glass, or hazardous substances.

The Client must secure any valuables, cash, jewellery, or sensitive documents before the Cleaner arrives. The Company does not accept responsibility for loss of valuables that were not properly secured.

The Client must inform the Company in advance of any delicate surfaces, materials, or items that require special care, as well as any areas that should not be cleaned. The Company will not be liable for damage to items that were not disclosed or were inherently fragile or in poor condition.

The Client must not directly employ, contract or engage any Cleaner introduced by the Company for any cleaning or related work outside the Company’s service without prior written consent. If this restriction is breached, the Client may be liable to pay a reasonable fee to compensate the Company for loss of business.

5. Pricing and Payment

Prices for Services are usually quoted either on an hourly basis or as a fixed price, depending on the type of service requested. The Company reserves the right to vary its rates and service charges from time to time. Any change in pricing will not affect confirmed Bookings where payment has already been made, unless the scope of work is materially different from that described at the time of booking.

Unless otherwise agreed, payment is due on or before the day of service. The Company may require full or partial payment in advance, or a valid card authorisation, to secure the Booking.

Payment methods will be specified by the Company and may include card payment, bank transfer, or other approved methods. The Client authorises the Company to charge any outstanding amounts due using the payment method provided at the time of booking.

If payment is not received by the due date, the Company reserves the right to suspend or cancel further Services and may charge interest on overdue amounts at the statutory rate permitted under UK law, as well as reasonable administrative costs incurred in recovering the debt.

6. Cancellations and Rescheduling

The Client may cancel or reschedule a Booking by giving notice to the Company. To avoid cancellation fees, the Client must provide the minimum notice specified by the Company, which will usually be at least 24 hours before the scheduled start time.

If the Client cancels or reschedules a Booking with less than the required notice period, the Company may charge a late cancellation fee, which may be up to the full value of the booked service, to cover the Cleaner’s time and loss of opportunity.

If the Cleaner arrives at the Premises and is unable to gain access, or if the Client is not present to provide access where necessary, this may be treated as a late cancellation and the applicable fee may be charged.

The Company will use reasonable endeavours to attend the Premises at the agreed time. However, the Company reserves the right to cancel or reschedule a Booking due to unforeseen circumstances, staff illness, severe weather, transport disruption, or other events beyond the Company’s control. In such cases, the Company will offer an alternative appointment or a refund for any Services not provided.

7. Service Standards and Complaints

The Company aims to provide high quality cleaning services and to maintain consistent standards across its service area. The Cleaner will use reasonable skill and care in providing the Services.

If the Client is dissatisfied with any aspect of the Service, the Client must notify the Company as soon as possible, and in any event within 24 hours of the service being carried out, giving clear details of the issue. The Company will investigate and, where appropriate, may arrange a re-clean of the affected areas or offer a partial refund, at the Company’s discretion.

Complaints raised more than 24 hours after the Service may be more difficult to verify and may not be eligible for a free re-clean. The Company’s decision on complaints and remedies will be final, acting reasonably.

8. Liability and Insurance

The Company carries public liability insurance appropriate for a cleaning business operating in the United Kingdom. Details of cover can be provided on request.

The Company will not be liable for any indirect or consequential loss, loss of profit, loss of enjoyment, or loss of opportunity arising out of or in connection with the Services.

The Company’s total liability for any loss or damage arising from the provision of the Services, whether in contract, tort, or otherwise, shall be limited to the total amount paid by the Client for the specific Booking during which the incident occurred, unless otherwise required by law.

The Company does not accept liability for pre-existing damage, wear and tear, defects in materials, or deterioration arising from normal use. The Company is not responsible for damage caused by the use of clients’ own cleaning products or equipment, or by failure to follow the Company’s advice regarding delicate surfaces or items.

Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by negligence, for fraud, or for any other matter that cannot legally be excluded under UK law.

9. Access, Keys and Security

Where the Client provides keys, fobs, codes, or other means of access to the Premises, the Company will take reasonable care to keep them secure and use them only for the purposes of providing the Services.

Any keys supplied by the Client will be kept separately from any information identifying the Premises. The Company’s liability for lost keys or access devices will be limited to the reasonable cost of cutting a replacement key or device, not including the cost of changing locks, unless required due to the Company’s gross negligence.

The Client is responsible for ensuring that alarms are properly set or disabled to allow access at the scheduled time. The Company is not responsible for any alarm activation charges, unless caused by the Cleaner’s gross negligence or deliberate misconduct.

10. Health, Safety and Conduct

The Company is committed to maintaining safe working practices in accordance with applicable health and safety legislation and guidance in the UK.

The Cleaner will not undertake any jobs that may pose a risk to their health and safety, such as working at unsafe heights, handling hazardous materials, or lifting excessively heavy furniture. The Cleaner may refuse to move large or fragile items if doing so may cause injury or damage.

The Client must treat the Cleaner with respect at all times. The Company operates a zero-tolerance policy towards abuse, harassment, discrimination, or threatening behaviour. If the Cleaner experiences such behaviour, the Company may immediately terminate the Service and any future Bookings without liability.

11. Waste Handling and Environmental Regulations

The Company will handle general household and commercial waste produced during normal cleaning activities in accordance with applicable UK laws and local regulations.

The Cleaner may bag and place general waste and recycling in the bins provided at the Premises. The Company does not typically remove waste from the Premises as part of standard Services, unless specifically agreed in advance and allowed under relevant waste regulations.

The Company does not handle or dispose of hazardous, clinical, biological, or regulated waste, including but not limited to needles, medical waste, chemical containers, asbestos, or similar materials. If such waste is identified at the Premises, the Cleaner may suspend or modify the Service and advise the Client to use a specialist waste contractor.

The Client is responsible for ensuring that any waste left at the kerbside or in communal areas complies with local authority waste collection rules. The Company will not be liable for penalties, fines, or charges resulting from improper waste presentation where the instructions of the Company or local authority have not been followed.

12. Use of Materials and Equipment

Unless otherwise agreed, the Company will provide its own cleaning materials and equipment suitable for the Services booked. The Company uses products that are generally appropriate for domestic and commercial cleaning tasks.

If the Client requests the use of specific products, including eco-friendly or hypoallergenic products supplied by the Client, the Company does not accept responsibility for the effectiveness or any adverse reaction caused by those products, provided they are used in accordance with the instructions supplied.

The Client must inform the Company of any known allergies or sensitivities to common cleaning products prior to the Booking. The Company will use reasonable efforts to accommodate such requests but cannot guarantee the complete absence of allergens.

13. Data Protection and Privacy

The Company will process personal data in accordance with applicable data protection laws in the United Kingdom. Personal information is collected primarily for the purpose of managing Bookings, processing payments, and delivering Services.

The Company may keep basic records of Bookings, payments, and communications for administrative, legal, and accounting purposes. Personal data will not be sold to third parties and will be shared only where necessary for service delivery, payment processing, or compliance with legal obligations.

14. Changes to Terms and Conditions

The Company may update or amend these Terms and Conditions from time to time to reflect changes in the law, regulatory requirements, or the way the Company operates. The most recent version will apply to new Bookings and to ongoing Services where reasonable notice has been given to the Client.

Continued use of the Services after changes have been notified or made publicly available constitutes acceptance of the updated Terms and Conditions.

15. Termination

Either party may terminate an ongoing regular service arrangement by providing reasonable notice, which will typically be at least one full billing period, unless otherwise agreed.

The Company may terminate the provision of Services with immediate effect if the Client is in material breach of these Terms and Conditions, including but not limited to non-payment, abusive behaviour, unsafe conditions at the Premises, or repeated short-notice cancellations.

Termination does not affect any rights or obligations that have already accrued, including the Company’s right to receive payment for Services already performed.

16. Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.

Any dispute or claim arising out of or in connection with these Terms and Conditions or the provision of the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales, to which both the Company and the Client irrevocably submit.

17. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted, but the remaining provisions shall continue in full force and effect.

18. Entire Agreement

These Terms and Conditions, together with any written confirmation of Booking and any service-specific description provided by the Company, constitute the entire agreement between the Client and the Company in relation to the Services and supersede all previous discussions, correspondence, or understandings.

By placing a Booking with West Hampstead Cleaner, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.