Hackney Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Hackney Cleaners provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming an appointment, or allowing access to the property for the purpose of carrying out cleaning work, you agree to be bound by these terms. These conditions are intended to be clear, fair, and practical, and they apply to all standard and one-off cleaning services unless a separate written agreement states otherwise.
In these Terms and Conditions, references to “we”, “us”, and “our” mean Hackney Cleaners. References to “you” and “your” mean the customer, person, business, or organisation booking the service. Any variation to these terms must be agreed by us in writing. No verbal statement, estimate, or informal message will override these terms unless we expressly confirm it in writing.
These terms are designed for general service use and should be read carefully before placing a booking. They cover the booking process, payment rules, cancellation rights, liability limitations, waste handling, and the governing law that applies to the contract. If any part of these terms is found to be unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.
1. Booking Process
All bookings are subject to availability and acceptance by us. A booking request may be made by telephone, email, online form, or any other method we make available. A request does not create a confirmed appointment until we have issued a confirmation. We may ask for details about the property, the required service, access arrangements, and any specific cleaning needs before confirming the job.
When you make a booking for cleaning services in Hackney or any other service area, you must provide accurate and complete information. This includes the size and type of property, the condition of the premises, any known hazards, parking restrictions, access restrictions, or items requiring special handling. If the information you provide is incomplete or inaccurate, we may revise the price, alter the time required, or refuse the service.
We may offer an estimate or quotation based on the details supplied by you. Any estimate is given in good faith but may be adjusted if the actual service conditions differ from those described. The final service price for Hackney cleaning services may change where there are additional rooms, excessive dirt, unexpected hazards, or a need for specialist products or equipment. Unless stated otherwise, quotations are valid for a limited period and may be withdrawn or amended before acceptance.
2. Service Delivery
We will use reasonable skill and care when providing the cleaning service. The scope of work will be limited to what has been agreed at the time of booking, together with any reasonable tasks that can be completed safely within the allotted time. We do not guarantee the removal of all stains, marks, odours, limescale, mould, or damage where such issues are permanent, embedded, or caused by pre-existing conditions.
Access to the property must be provided at the agreed date and time. If you or your authorised representative are not present and access cannot be obtained, we may treat the appointment as a late cancellation or a failed attendance and charge accordingly. You are responsible for ensuring that entry codes, keys, alarms, and other access methods are available and working at the time of service.
We reserve the right to refuse or suspend work where the environment is unsafe, where there is a risk to staff, where electrical equipment appears defective, or where the premises contain biohazards, pest infestation, needles, aggressive animals, or other hazardous conditions. In such situations, we may leave the property immediately and charge for time already spent or for any wasted attendance.
3. Payment Terms
Payment terms will be stated in the quotation, booking confirmation, invoice, or other written communication issued by us. Unless otherwise agreed, payment is due on completion of the service or within the period specified on the invoice. We accept only the payment methods notified at the time of booking or invoicing.
For larger jobs, recurring contracts, specialist work, or services requiring materials to be purchased in advance, we may request a deposit or full prepayment before the appointment date. Deposits are used to secure the booking and may be non-refundable in line with the cancellation terms set out below. Where prepayment is required, we are not obliged to commence work until cleared funds have been received.
Any late payment may result in the suspension of further services and, where permitted by law, the addition of reasonable debt recovery costs, administration charges, and statutory interest. If a payment is reversed, disputed without reasonable cause, or declined after the service has been completed, you remain liable for the full amount due. You must ensure that sufficient funds are available for any agreed direct payment method.
4. Cancellations, Changes, and Missed Appointments
We understand that plans may change. If you need to cancel or reschedule a booking, you must give us notice within the time stated in your booking confirmation. If no time period is stated, you should provide as much notice as reasonably possible. Cancellations made with insufficient notice may result in a charge to cover lost time, staff allocation, and any preparatory costs.
If you wish to change the scope of the service, the date, or the time of the appointment, we will do our best to accommodate the request, but changes are subject to availability. Where a change requires extra labour, different materials, or an extended visit, we may revise the price. For Hackney Cleaners service terms, any amendment is only binding once we confirm it in writing or by message.
If our team arrives and cannot begin work because access is unavailable, utilities are disconnected, the property is not ready, or unsafe conditions are present, the appointment may be charged in full or in part. Repeated cancellations, missed appointments, or failure to provide access may lead us to refuse future bookings. We are not responsible for any loss caused by your failure to provide accurate instructions or timely notice.
5. Liability and Limitations
Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, our liability is limited to the extent allowed by law. We will not be responsible for indirect or consequential losses, loss of profit, business interruption, loss of opportunity, or any loss arising from circumstances beyond our reasonable control.
Before cleaning, you must remove or secure valuables, fragile items, irreplaceable possessions, confidential documents, and items that could be damaged by ordinary cleaning methods. We are not liable for pre-existing damage, weak fixtures, defective fittings, poor workmanship, hidden defects, or items that deteriorate due to age or wear. This applies whether the issue is visible or not at the time of service.
Where damage is alleged to have been caused by us, you must notify us as soon as reasonably possible and in any event within a reasonable period after the service ends. You should provide clear details and, where possible, photographs and evidence of the issue. We may inspect the property or request additional information before deciding whether any liability exists. Our decision will be based on reasonable evidence and the circumstances known at the time.
Any claim relating to the service is limited to the direct loss proven to have been caused by our breach, and in all circumstances our total liability will not exceed the amount paid for the specific service giving rise to the claim, except where a different limit is required by law. We do not accept responsibility for damage caused by faulty items, unsuitable surfaces, or improper use of cleaning products where you failed to provide relevant warnings or instructions.
6. Customer Responsibilities
You must ensure that the property is reasonably accessible, that any necessary permits or permissions are in place, and that all occupants are aware of the appointment. You are responsible for securing pets, informing us of any health and safety concerns, and making us aware of surfaces or materials that require special care. If you request cleaning of delicate items or specialist areas, you accept the associated risks unless we agree otherwise in writing.
You must provide a safe working environment. This means that floors should be reasonably clear, hazardous substances should be disclosed, and dangerous equipment should be isolated where possible. If our staff believe the premises present an unacceptable risk, they may pause or end the work immediately. Any time lost because of missing instructions, unsafe access, or inaccurate information may be chargeable.
If keys, alarm codes, or access devices are entrusted to us, we will take reasonable care of them. However, we are not liable for delays caused by incorrect keys, faulty locks, or security systems that prevent access despite our reasonable efforts. Any loss or replacement cost arising from your failure to provide working access instructions remains your responsibility, except where caused by our proven negligence.
7. Waste Removal and Environmental Compliance
Our cleaning service may generate general waste, packaging, disposable materials, and contaminated items. We will handle waste in accordance with applicable UK law and relevant environmental obligations. Unless expressly agreed, our service does not include specialist waste collection, hazardous waste disposal, or the removal of large volumes of rubbish beyond normal cleaning residues.
You are responsible for informing us in advance if the property contains items that may be regulated, restricted, or hazardous, including sharp objects, bodily fluids, chemical containers, asbestos-related debris, medical waste, or other controlled materials. We may refuse to handle such items unless we have the equipment, training, permissions, and legal authority to do so. Where specialist disposal is required, this may incur additional charges.
If waste must be removed from the premises as part of the agreed service, it will only be disposed of through lawful and appropriate channels. We may separate recyclable materials where practical, but we do not guarantee recycling outcomes. You must not ask us to remove items that breach waste regulations or place our staff at risk. Any illegal disposal request will be refused.
8. Complaints and Service Issues
If you are dissatisfied with any aspect of the service, you should notify us within a reasonable time so the matter can be reviewed. We may ask for photographs, a description of the issue, and an opportunity to inspect or re-attend where appropriate. A complaint does not automatically create a right to a refund unless a breach of contract or service failure is established.
Where we agree that a reasonable remedy is appropriate, we may offer a re-clean, partial refund, price adjustment, or another solution depending on the circumstances. Any remedy will be decided fairly and in line with the nature of the issue. We will not be obliged to provide a remedy where the complaint relates to pre-existing conditions, unrealistic expectations, or outcomes outside the agreed scope of work.
Any alleged issue must be raised honestly and in good faith. Abusive, threatening, or dishonest conduct may result in the termination of future services. We reserve the right to decline further work where there is a pattern of non-payment, unreasonable demands, repeated cancellations, or conduct that undermines a safe and respectful working relationship.
9. Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the law of England and Wales. Any legal proceedings relating to the contract shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory law provides otherwise.
Nothing in these terms affects your statutory rights as a consumer where applicable. If any provision of these terms is invalid, unlawful, or unenforceable, it shall be interpreted to the minimum extent necessary to make it valid or severed if required, and the remaining provisions shall continue in full force. These terms form the complete agreement between the parties regarding the service, replacing any earlier drafts or informal understandings.
By proceeding with a booking, you confirm that you have read, understood, and accepted these Terms and Conditions for Hackney Cleaners. They are intended to create a clear and practical framework for the provision of professional cleaning services, while protecting both parties and ensuring that expectations are properly managed from booking through to completion.
