Cleaners Hackney Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Hackney provides cleaning services to residential and commercial customers. By making a booking, you agree to be bound by these Terms and Conditions. Please read them carefully before placing an order for any service.
Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Company means Cleaners Hackney, the supplier of cleaning services.
Client means any individual, business or organisation that requests or receives services from the Company.
Services means any cleaning or related services provided by the Company, including but not limited to regular domestic cleaning, deep cleaning, end of tenancy cleaning, office cleaning, after-builders cleaning and one-off cleaning services.
Premises means the property or location where the Services are to be carried out.
Cleaner means any member of staff, contractor or representative engaged by the Company to carry out the Services.
Scope of Services
The Company will provide the Services as agreed during the booking process. The scope of work, including the type of cleaning, approximate duration, and any specific tasks requested, will be confirmed to the Client before the appointment is scheduled.
Unless expressly agreed in writing, the Company does not provide specialist services such as professional carpet restoration, exterior window cleaning at height, pest control, or any tasks requiring specialist equipment, licensing or certifications.
The Client is responsible for ensuring that the Premises are safe and accessible for the Cleaners and that any instructions given to the Company are accurate and complete.
Booking Process
Bookings for Services may be made through the Company’s website or by other communication methods accepted by the Company from time to time. The Client must provide accurate and up-to-date information regarding the Premises, the type of service required, preferred dates and times, and any particular requirements.
All bookings are subject to availability and confirmation by the Company. The Company reserves the right to refuse any booking at its discretion.
The Client may be asked to provide additional information, including access instructions, parking details and any security procedures in place at the Premises. It is the Client’s responsibility to ensure that the Company is able to gain access to the Premises at the agreed time.
For regular cleaning services, the Company will agree a recurring schedule with the Client. While the Company will make reasonable efforts to allocate the same Cleaner where possible, the Company cannot guarantee that the same Cleaner will attend on every visit.
Prices and Quotations
Prices for Services are generally based on an hourly rate or a fixed fee for specific service packages. Any price or quotation given by the Company is based on the information provided by the Client and is subject to adjustment if that information is inaccurate or incomplete.
The Company reserves the right to revise its prices at any time. For ongoing regular services, the Company will provide reasonable notice of any price changes. Continued use of the Services after such notice constitutes acceptance of the revised prices.
Where the actual condition or size of the Premises significantly differs from that described at the time of booking, the Company may adjust the price or the time allocated for the job. The Client will be informed of any such changes as soon as reasonably practicable.
Payments
Payment terms will be communicated to the Client during the booking process. Unless otherwise agreed, payment is due on the day of the service or in advance.
The Company may require a deposit or full prepayment for certain services, such as end of tenancy cleaning, deep cleaning or large commercial work. Deposits are generally non-refundable except where the Company cancels the appointment without offering a reasonable alternative.
Accepted payment methods will be notified by the Company and may include card payments, bank transfer or other cashless methods. The Company is not obliged to accept cash payments.
If payment is not received in accordance with the agreed terms, the Company reserves the right to suspend or cancel future services, to charge interest on overdue amounts, and to recover any reasonable costs incurred in the collection of overdue payments.
Access to the Premises
The Client must ensure that the Company and its Cleaners have safe and timely access to the Premises at the agreed time. This includes providing any keys, access codes, parking permissions or instructions needed.
If the Cleaner is unable to gain access to the Premises at the scheduled time, the visit may be treated as a late cancellation by the Client, and a cancellation fee may be charged as set out in the cancellation section below.
The Client is responsible for ensuring that any alarm systems are correctly set or disarmed to allow the Cleaners to enter and leave the Premises. The Company will not be liable for any charges or losses arising from alarm activations where accurate instructions were not provided.
Client Obligations
The Client agrees to:
Provide a safe working environment for the Cleaners, including safe access, lighting and, where appropriate, running water, electricity and adequate ventilation.
Inform the Company of any hazards at the Premises, including delicate surfaces, faulty appliances or areas that should not be cleaned.
Secure or remove any valuables or items of sentimental value. The Company accepts no responsibility for loss or damage to items which the Client has failed to secure appropriately.
Provide accurate information about the Premises and cleaning requirements.
Cancellations and Rescheduling
The Client may cancel or reschedule a booking by giving reasonable notice to the Company. The specific notice period will be confirmed during the booking process; however, as a general rule, at least 24 hours notice before the scheduled start time is expected for standard domestic appointments.
Where less than the required notice is given, the Company may charge a cancellation fee, which may be up to the full expected cost of the scheduled service. This is to cover the Cleaner’s allocated time and associated administrative costs.
If the Client repeatedly cancels or reschedules appointments at short notice, the Company reserves the right to terminate ongoing services.
The Company may cancel or reschedule an appointment if a Cleaner is unavailable due to illness, transport disruption, severe weather, or other circumstances beyond the Company’s reasonable control. In such cases, the Company will use reasonable efforts to offer an alternative appointment. The Company will not be liable for any losses incurred by the Client due to such cancellations or rescheduling.
Service Quality and Complaints
The Company aims to provide services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Services, the Client should notify the Company as soon as possible, ideally within 24 hours of the service taking place.
Where a complaint is justified and directly related to the quality of the cleaning performed, the Company may, at its discretion, offer a re-clean of the affected areas or a partial refund. Any re-clean must be carried out within a reasonable time after the original service.
The Company is not responsible for pre-existing damage, wear and tear, or outcomes that are not reasonably achievable given the condition of the Premises and the time allocated for the service.
Liability and Limitations
The Company will exercise reasonable care in selecting and training its Cleaners and in providing the Services. However, the Company’s liability to the Client is limited as follows.
The Company will not be liable for any indirect or consequential loss, loss of profit, loss of opportunity, or loss of goodwill arising out of or in connection with the Services.
The Company’s total liability for any damage to property arising out of the provision of the Services, whether caused by negligence or otherwise, shall not exceed the lower of the cost of repair or replacement of the item, taking into account its age and condition.
The Company will not be liable for damage caused by faulty or improperly installed equipment, structural defects, pre-existing stains or damage, or the use of products requested or supplied by the Client.
Nothing in these Terms and Conditions excludes or limits the Company’s liability for death or personal injury caused by negligence, fraud, or any other liability which cannot be excluded or limited under applicable law.
Insurance
The Company maintains insurance cover appropriate to the nature of its business, including public liability insurance. Details of the Company’s insurance may be provided upon reasonable request.
The Client is responsible for maintaining appropriate insurance for the Premises, including contents insurance, and for notifying their insurer of any relevant matters relating to the Services.
Health, Safety and Waste Regulations
The Company will provide Services in accordance with applicable health and safety regulations and will take reasonable steps to protect the health and safety of its Cleaners, the Client and any other persons present at the Premises.
The Client must not request that Cleaners undertake any task that is unsafe, illegal or beyond the scope of normal cleaning work. Cleaners may refuse to carry out any task that, in their reasonable opinion, presents a risk to health, safety or property.
The Company complies with relevant waste and environmental regulations. Cleaners will dispose of general household waste and cleaning residues generated during the provision of Services using the Client’s usual waste and recycling facilities at the Premises, where appropriate.
The Company does not remove large quantities of waste, construction debris, hazardous materials, chemical waste, biological waste, sharps, or any items that require specialist disposal. The Client is responsible for arranging proper disposal of such materials with suitable licensed providers.
The Client must inform the Company in advance of any known contamination, hazardous substances or special waste handling requirements at the Premises. The Company may refuse or discontinue the Services if such conditions pose a risk to safety or fall outside the Company’s capabilities.
Pets, Children and Vulnerable Persons
The Client is responsible for ensuring that pets, children and vulnerable persons are supervised while Services are being carried out and that they do not interfere with the work of the Cleaners or create unsafe conditions.
The Company will take reasonable care when working in environments where pets and children are present, but cannot accept liability for their safety, which remains the responsibility of the Client or their responsible adult.
Keys and Security
If the Client provides keys or access devices to the Company, the Company will take reasonable measures to ensure that they are kept secure and used only for the purpose of providing the Services.
The Client must not disclose alarm codes or security information to the Cleaners directly unless agreed with the Company. Any keys or access devices will be returned to the Client upon termination of regular services or upon request, subject to reasonable notice.
Term and Termination
For one-off services, these Terms and Conditions apply from the moment the booking is accepted until the Services are completed and any outstanding payments have been settled.
For regular services, these Terms and Conditions remain in force until either party gives notice to terminate. Unless otherwise agreed, either party may terminate regular services by giving reasonable notice.
The Company may terminate the Services immediately if the Client fails to make payments when due, breaches these Terms and Conditions, behaves abusively towards Cleaners or staff, or creates unsafe working conditions.
Data Protection and Privacy
The Company will collect and process personal data about the Client to manage bookings, deliver Services and handle payments. The Company will handle such data in accordance with applicable data protection laws and will take reasonable steps to keep personal data secure.
The Client has the right to request access to personal data held about them and to request correction of any inaccuracies, subject to legal limitations.
Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services, shall be governed by and construed in accordance with the laws of England and Wales.
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 the provision of the Services.
Amendments to These Terms
The Company may update or amend these Terms and Conditions from time to time. The latest version will apply to all new bookings and to ongoing services following notification to the Client. Continued use of the Services after such notification constitutes acceptance of the amended Terms and Conditions.
If any provision of these Terms and Conditions is held to be invalid or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.