Terms and Conditions for Westhampstead Cleaners
These Terms and Conditions set out the basis on which Westhampstead Cleaners provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming a quotation, or allowing a cleaner to commence work, the customer agrees to be bound by these terms. The purpose of this document is to explain how the cleaning service agreement works, what is included in the service, how payment is handled, when cancellations may apply, and how liability is limited under UK law.
These conditions apply to all standard cleaning appointments, recurring cleaning arrangements, one-off jobs, end-of-tenancy cleans, deep cleans, and any other services supplied by Westhampstead Cleaners unless a separate written agreement states otherwise. If any specific service description, quotation, or written confirmation differs from these terms, the written confirmation will take priority to the extent of the inconsistency. Nothing in these terms affects your statutory rights as a consumer where those rights cannot legally be excluded.
In these terms, references to “we”, “us”, or “our” mean Westhampstead Cleaners. References to “you” or “the customer” mean the person, business, landlord, agent, or occupier who requests the service. For clarity, “booking” means a confirmed request for cleaning at an agreed date and time, and “property” means the premises or area where the cleaning is to take place.
Booking process begins when you submit a request for services and provide the information needed to assess the work. This may include the type of property, approximate size, the rooms or areas to be cleaned, access arrangements, and any special instructions. Any quotation or estimate we provide is based on the information supplied by you and may change if the actual conditions differ materially from what was described at the time of booking.
A booking is only confirmed when we accept it and, where applicable, receive any required deposit, advance payment, or written confirmation from you. The confirmed appointment time is an estimate and may be adjusted where access issues, travel disruption, unsafe conditions, or earlier jobs run over time. We will aim to notify you of any significant change as soon as reasonably practicable.
It is your responsibility to ensure that the property is ready for cleaning at the agreed time, that access is available, and that any required keys, codes, entry instructions, or permit information are provided in advance. If we cannot gain access within a reasonable period, we may treat the booking as cancelled by you and charge an appropriate fee. If parking, permits, or building access are required, you must make these arrangements unless we expressly agree otherwise.
Our services are supplied with reasonable care and skill, and we will use methods and products we consider appropriate for the task. However, certain surfaces, materials, finishes, fittings, or furnishings may be delicate, aged, stained, or otherwise unsuitable for standard treatment. You must inform us before the appointment of any fragile items, damage, pre-existing marks, malfunctioning equipment, hazards, or surfaces that require specialist attention.
Unless otherwise agreed in writing, we do not move heavy furniture, dismantle fixtures, lift flooring, or handle items that pose a manual-handling risk. We may refuse to clean any area or item that we reasonably believe may be unsafe, may cause damage, or may expose our staff to injury. If we decline to proceed with part of a job for safety reasons, this will not automatically entitle you to a refund, provided the refusal was reasonable.
All prices quoted are subject to the information provided at the time of booking. If the job takes materially longer, involves additional rooms or areas, requires specialist products, or differs from the original description, we may revise the price before or during the appointment. In recurring services, the frequency, scope, and timing of visits may also affect the final charge. Any price variation will be explained as clearly as possible.
Payments must be made in accordance with the terms stated at the time of booking or on the invoice. Depending on the service, payment may be required in advance, immediately after completion, or within an agreed credit period for business customers. We may accept bank transfer, card payment, direct debit, or another method specified at the time of confirmation. Cash payments, if accepted, must be made only as agreed.
Unless stated otherwise, all charges are exclusive of VAT where VAT is applicable. Any quoted amount includes only the services expressly described in the booking confirmation. Additional tasks, supplies, or extended labour requested on the day may be charged separately. If you dispute an invoice, you must notify us promptly with full details so the matter can be reviewed in good faith.
Late or failed payments may result in suspension of further services until the account is brought up to date. We may charge reasonable costs arising from failed payment attempts, returned payments, or necessary recovery action, to the extent permitted by law. No set-off or withholding of payment is permitted unless required by law or agreed in writing by us.
Cancellations and rescheduling should be made as early as possible. For one-off domestic cleaning appointments, if you cancel or request a change after the cancellation window stated in your confirmation, we may charge a fee to reflect reserved time, allocated staff, travel planning, or non-recoverable costs. For repeat or contract cleaning, the notice period may be longer and will be stated in your service schedule or invoice.
If we arrive at the property and are unable to carry out the work because of lack of access, incomplete preparation, unsafe conditions, or an absence of required instructions, we may charge a full or partial call-out fee. If you are not present and the booking requires your attendance, you must ensure that the property can still be entered and serviced as agreed. Repeated short-notice cancellations may result in us declining future bookings.
We may also cancel or reschedule a booking where circumstances beyond our control make performance impractical, unsafe, or impossible. Such circumstances may include severe weather, transport disruption, illness, staff shortages, utility failure, fire, flood, acts of vandalism, or other events amounting to force majeure. In these cases, we will seek to rearrange the service and, where payment was taken in advance for work not carried out, provide a refund or credit as appropriate.
Liability is limited to the extent permitted by law. We will not be responsible for any loss or damage arising from circumstances outside our control, from information you failed to disclose, or from the inherent condition of the property or its contents. This includes, without limitation, pre-existing wear and tear, defective fixtures, unstable fittings, hidden damage, or items that were already weakened, loose, or improperly installed.
Where we are found legally liable for direct loss or damage caused by our negligence, our liability will ordinarily be limited to the cost of repair or replacement of the affected item, or to the amount paid for the relevant service, whichever is lower, except where the law requires otherwise. We do not exclude liability for death or personal injury caused by our negligence, fraud, or any other matter that cannot lawfully be excluded or limited under UK law.
You are responsible for securing valuables, confidential documents, jewellery, cash, and fragile personal items before the cleaning begins. We are not liable for items left exposed in areas being cleaned if reasonable steps could have been taken to protect them. If you believe damage has occurred, you must notify us as soon as reasonably possible and provide photographs, a description of the item, and any other relevant information so that the matter can be investigated.
Waste regulations form an important part of our service policy. We operate in line with applicable UK environmental requirements and expect customers to ensure that waste presented for removal, disposal, or repositioning is lawful and safe to handle. We do not remove hazardous waste, clinical waste, asbestos, chemicals requiring special disposal, pressurised cylinders, sharp objects without safe containment, or any other material that requires licensed specialist handling unless we have expressly agreed in writing and are legally able to do so.
Where waste is included as part of a cleaning appointment, it must be ordinary household or commercial waste that may be collected and disposed of through lawful channels. You must separate prohibited materials from general waste and tell us in advance if any items may be contaminated, dangerous, or unsuitable for ordinary disposal. We may refuse to handle waste that breaches legal requirements or that could place staff, occupants, or the environment at risk.
Any waste left for collection remains your responsibility until it is lawfully transferred, and you must ensure that no items are abandoned in a way that creates nuisance, contamination, or a breach of local or national regulations. If we are asked to use your bins, refuse stores, or designated disposal points, you must confirm that such use is permitted. Where additional waste removal arrangements are needed, these may be charged separately.
For the avoidance of doubt, our staff may decline to clean or move items that are contaminated by bodily fluids, mould beyond standard domestic conditions, pests, needles, biohazards, or any substance that requires specialist protective measures. If a property contains such hazards and the issue was not disclosed before booking, we may suspend the service immediately and charge for time already spent, travel costs, or other reasonable expenses incurred.
Any products, equipment, or materials we supply remain our property until paid for in full, where applicable. If you use your own cleaning products, you are responsible for ensuring they are safe, labelled correctly, compatible with the surfaces to be treated, and not past their use-by date. We accept no liability for poor results or damage caused by unsuitable products supplied by you or by incorrect instructions given before or during the appointment.
If a complaint is raised, we ask that you notify us promptly with sufficient detail to enable a fair review. We may request access to the property to inspect the issue, take photographs, or carry out a remedial visit where appropriate. Any decision to re-clean, repair, replace, or refund will be made reasonably and in accordance with the circumstances, evidence, and legal obligations that apply. A remedial visit is not an admission of liability.
Termination and suspension of services may occur if either party materially breaches these terms. We may suspend or end services immediately if payment is overdue, access is repeatedly denied, safety risks are present, or you provide false or misleading information that affects the work. You may end a continuing arrangement by giving the required notice stated in your service agreement or, if none is stated, by giving reasonable notice.
We may update these Terms and Conditions from time to time to reflect changes in our business practices, law, or service structure. The latest version will apply to future bookings once communicated or published in a manner we consider appropriate. If you continue to use our services after an update takes effect, you will be treated as having accepted the revised terms for subsequent appointments.
Nothing in these terms creates a partnership, joint venture, or employment relationship between you and Westhampstead Cleaners. We may assign or subcontract parts of the service where reasonably necessary, provided the standard of service and contractual responsibilities remain consistent with these terms. You may not assign your rights or obligations without our prior written consent.
Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales. Any dispute, claim, or matter arising out of or in connection with the services or these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer law requires a different forum or approach. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in force.
These terms are intended to create a clear and fair service framework for customers using Westhampstead Cleaners. They should be read together with any booking confirmation, quotation, or service specification provided for a particular job. In the event of inconsistency, the most specific written agreement for the individual service will prevail over these general terms where legally permissible.
By proceeding with a reservation, accepting a quotation, or allowing work to begin, you acknowledge that you have read, understood, and agreed to these terms. They are designed to support a professional cleaning service policy, protect both parties, and ensure that every booking is handled with clarity, safety, and respect for applicable UK requirements.
