West Hampstead Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which West Hampstead Cleaners provides cleaning and related services to residential and commercial customers within its service area. By booking or using any of our services, 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 following meanings:
1.1 Client means any individual, company or organisation that requests or uses our services.
1.2 Company means West Hampstead Cleaners, operating as a professional cleaning service provider in the United Kingdom.
1.3 Services means any cleaning or associated services provided by the Company, including but not limited to regular domestic cleaning, one-off cleaning, end of tenancy cleaning, office and commercial cleaning, deep cleaning and related tasks agreed in advance.
1.4 Operative means an employee, contractor or representative engaged by the Company to carry out the Services.
1.5 Premises means the property or location where the Services are to be carried out.
1.6 Agreement means the contract between the Client and the Company incorporating these Terms and Conditions and any written confirmation of booking.
2. Scope of Services
2.1 The Company will provide the Services with reasonable care and skill and in accordance with these Terms and Conditions and any written description provided and agreed with the Client.
2.2 The exact scope of work will be agreed at the time of booking. It is the Client's responsibility to ensure that the specification accurately reflects their requirements.
2.3 The Company reserves the right to decline any job that it considers unsafe, unsuitable or for which it does not have adequate resources, equipment or expertise.
2.4 The Client acknowledges that cleaning results can vary depending on the condition of the Premises, fixtures, fittings and surfaces. The Company does not guarantee the removal of all stains, marks, limescale or ingrained dirt.
3. Booking Process
3.1 Bookings can be made by the Client using the Company’s accepted communication methods. By requesting a booking, the Client confirms that they are legally capable of entering into binding contracts and are at least 18 years old.
3.2 A booking is deemed confirmed when the Company has accepted the request and provided confirmation of the appointment, date, time, type of service and any applicable charges.
3.3 For regular cleaning services, the Client may be offered a recurring schedule. The day and time are subject to availability and may be adjusted by mutual agreement.
3.4 The Client must provide accurate information about the Premises, including size, number of rooms, access arrangements, and any particular requirements or restrictions. The Company reserves the right to adjust the quoted price or duration if the information provided is incomplete or inaccurate.
3.5 Where access to the Premises depends on keys, codes, entry fobs or concierge arrangements, the Client is responsible for organising secure and timely access for the Operatives. Waiting time may be charged if Operatives are significantly delayed due to access issues.
4. Pricing and Payment Terms
4.1 Prices for Services are generally based on hourly rates or fixed fees, as communicated to the Client at the time of booking. All prices are quoted in pounds sterling and may be subject to applicable taxes.
4.2 The Company reserves the right to review and amend its prices from time to time. Any changes will not affect confirmed bookings that have already been accepted, unless the scope of work is altered by agreement.
4.3 Payment is due in accordance with the payment terms communicated at the time of booking. This may include payment in advance, payment on the day of service, or invoicing arrangements for approved commercial Clients.
4.4 The Company accepts such methods of payment as it notifies to the Client. The Client is responsible for ensuring that payment details are valid and that sufficient funds are available.
4.5 In the event of late or non-payment, the Company reserves the right to suspend or cancel further Services, charge interest on overdue amounts in accordance with applicable legislation, and recover any reasonable costs of debt collection.
4.6 If additional work is requested on the day of service that was not part of the original booking, the Company will use reasonable efforts to accommodate the request. Any additional time or services may be charged at the prevailing rates.
5. Cancellations, Rescheduling and Access
5.1 The Client may cancel or reschedule a booking by giving the minimum notice specified by the Company at the time of booking. Where sufficient notice is provided, no cancellation fee will normally apply.
5.2 If the Client cancels or reschedules a booking without the required notice, the Company reserves the right to charge a cancellation fee, which may be up to the full price of the scheduled Services.
5.3 If the Operatives are unable to access the Premises at the agreed time due to reasons within the Client’s control, the visit may be treated as a late cancellation and may be charged in full.
5.4 The Company may cancel or reschedule a booking if affected by events beyond its reasonable control, including but not limited to severe weather, transport disruption, illness, equipment failure or emergencies. In such cases, the Company will inform the Client as soon as reasonably practicable and offer an alternative appointment.
5.5 Repeated cancellations or rescheduling by the Client may result in the Company withdrawing the offer of regular services.
6. Client Obligations
6.1 The Client agrees to provide a safe working environment and to comply with all relevant health and safety legislation relating to the Premises.
6.2 The Client must inform the Company of any hazards, risks, delicate items, specialist surfaces or restrictions at the Premises that may affect the provision of the Services.
6.3 The Client is responsible for securing or removing valuables, cash and confidential documents before the start of the Service. The Company will not be responsible for any loss of such items unless caused directly by the proven fault of the Company or its Operatives.
6.4 The Client must ensure that electricity, hot and cold running water, lighting and, where applicable, safe access to necessary facilities are available at the Premises during the Service.
6.5 Where pets are present, the Client must ensure that they are supervised or safely contained so as not to interfere with the work of the Operatives or pose a risk to health and safety.
7. Cleaning Materials and Equipment
7.1 The Company may provide cleaning products and equipment as specified during the booking process. Alternatively, the Client may choose to supply their own materials, subject to the Company’s agreement.
7.2 Where the Client provides materials or equipment, they must ensure that such items are safe, suitable, in good working order and compliant with applicable health and safety requirements. The Company accepts no liability for any loss or damage arising from defective or inappropriate Client-supplied products or equipment.
7.3 The Client must inform the Company of any specialist products required for particular surfaces, for example, natural stone, high-gloss finishes or sensitive fabrics. The Company will not be held responsible for damage caused where the Client has failed to give accurate information or instructions.
8. Waste Handling and Environmental Regulations
8.1 The Company operates in accordance with applicable UK regulations relating to waste and environmental protection. General household and office waste will be bagged and left in the designated waste collection area at the Premises, unless otherwise agreed.
8.2 The Company is not a licensed waste carrier and will not remove large quantities of waste, bulky items, builder’s rubble, hazardous or clinical waste from the Premises.
8.3 Hazardous substances, including but not limited to chemicals, paint, solvents, asbestos, syringes, medical waste and sharp objects, must not be left for Operatives to handle unless specifically agreed and compliant with all legal requirements.
8.4 The Client is responsible for ensuring that any waste generated by the Service can be stored and collected through the normal refuse and recycling arrangements for the Premises.
8.5 Where local waste or recycling rules restrict the disposal of particular items, the Client must make alternative arrangements and advise the Company if any additional instructions apply at the Premises.
9. Liability and Insurance
9.1 The Company will use reasonable care and skill in providing the Services and will take reasonable steps to protect the Client's property.
9.2 The Company maintains appropriate insurance cover in respect of its legal liabilities. Details of cover can be provided upon reasonable request.
9.3 The Company shall not be liable for normal wear and tear, for pre-existing damage, for damage resulting from faulty or fragile items, or for the deterioration of surfaces and materials that are old, worn, improperly installed or inherently unsuitable for cleaning.
9.4 The Client must notify the Company in writing of any alleged loss or damage within a reasonable time and in any event no later than 48 hours after completion of the relevant Service. The Client must allow the Company a reasonable opportunity to inspect the issue and, where appropriate, to remedy the problem.
9.5 To the fullest extent permitted by law, the Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity or loss of enjoyment.
9.6 Nothing in these Terms and Conditions limits or excludes the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other matter for which liability cannot lawfully be excluded or limited.
10. Complaints and Service Quality
10.1 The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Service, they should contact the Company as soon as possible, providing details of the issue.
10.2 Where a complaint is upheld, the Company may, at its discretion, offer to re-clean the affected area or make an appropriate adjustment, provided that the complaint is received within a reasonable time after completion of the Service.
10.3 The Company’s obligation in the event of a justified complaint is limited to re-performing the relevant portion of the Service or, where appropriate, providing a fair and reasonable credit or refund.
11. Access, Keys and Security
11.1 If the Client provides keys, entry fobs or access codes to the Company, they will be kept securely and used only for the purpose of carrying out the Services.
11.2 The Client is responsible for any cost of key cutting or obtaining access devices where these are required solely for the performance of the Services at the Premises.
11.3 The Company will not be liable for any loss or damage arising from access arrangements that are beyond its reasonable control, including faults in entry systems, door locks or alarm equipment.
12. Health and Safety
12.1 The Company and its Operatives will comply with relevant UK health and safety legislation while working at the Premises.
12.2 Operatives are not permitted to undertake any task that, in their opinion or in the opinion of the Company, presents an unacceptable risk to health and safety. This may include working at height without appropriate equipment, moving excessively heavy items, or handling hazardous substances.
12.3 The Client must not request or require Operatives to perform any work that falls outside the agreed scope of Services or that breaches health and safety requirements.
13. Privacy and Data Protection
13.1 The Company will collect and process personal data about the Client in order to provide the Services, administer bookings and manage the relationship with the Client.
13.2 The Company will handle personal data in accordance with applicable UK data protection laws and will take reasonable steps to safeguard it against unauthorised access, loss or misuse.
13.3 The Client has certain rights in relation to their personal data, which may include the right to access, correct or request deletion of information held about them, subject to legal and contractual limitations.
14. Variations and Termination
14.1 The Company may amend these Terms and Conditions from time to time. The updated version will apply to new bookings and, where reasonable, to ongoing regular services after the Client has been notified.
14.2 Either party may terminate regular service arrangements by giving the period of notice specified in the initial confirmation or, if not specified, by giving reasonable notice in writing.
14.3 The Company may terminate the Agreement immediately if the Client is in material breach of these Terms and Conditions, fails to pay sums due, behaves abusively towards Operatives, or creates an unsafe working environment.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation shall be governed by and construed in accordance with the law of England and Wales.
15.2 The parties agree that 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 or formation.
16. General Provisions
16.1 If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable, that provision shall be deemed severed and the remaining provisions shall continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms and Conditions shall operate as a waiver of that or any other right or remedy.
16.3 The Client may not assign or transfer any of their rights or obligations under these Terms and Conditions without the prior written consent of the Company. The Company may assign or transfer its rights and obligations to a successor or associated entity.
16.4 These Terms and Conditions, together with any written confirmation of booking, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior discussions, correspondence or understandings.
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