Terms and Conditions for Hammersmith Cleaners

These Terms and Conditions set out the basis on which Hammersmith Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, you agree to be bound by the terms below. They are designed to explain how our cleaning service works, what is included in the agreement, how payments are processed, and the responsibilities of both the customer and the service provider. Please read them carefully before confirming any appointment, as a booking indicates acceptance of these conditions.

In these Terms, references to “we”, “us”, “our” and “Hammersmith Cleaners” mean the cleaning service provider, while “you” and “your” mean the customer receiving the service. These conditions apply to all standard cleans, one-off cleans, end of tenancy cleans, deep cleaning appointments, and any other cleaning work agreed in writing or by confirmed booking. Any variation to these terms must be agreed in advance and confirmed by us in writing.

1. Booking process
Bookings for Hammersmith cleaners may be made by phone, email, online form, or any other method we make available. A booking is not confirmed until we have accepted the job, confirmed the date and time, and, where required, received a deposit or prepayment. We may request details about the property, the type of cleaning needed, access arrangements, and any special instructions before confirming a service. The customer must ensure all information provided is accurate and complete.

Once a booking is accepted, we will provide an estimated service scope based on the information supplied. If the property size, condition, or requested tasks differ significantly from the original description, the cost, time required, or team size may need to be adjusted. Any such changes will be discussed with you before work continues. Hammersmith Cleaners reserves the right to refuse or cancel a booking where the information provided is incomplete, misleading, or makes the service unsafe or impractical.

2. Access and readiness for service
You are responsible for providing safe and timely access to the property at the agreed time. This includes ensuring that keys, entry codes, alarms, parking permissions, or concierge arrangements are available as needed. The property should be reasonably ready for cleaning, with hot water, electricity, and safe working conditions available unless otherwise agreed. If our team is unable to gain access, or if the premises are not ready for service, the appointment may be cancelled and a call-out or late cancellation fee may apply.

We may need to postpone or modify a cleaning appointment if conditions at the property create a health and safety concern. This includes but is not limited to excessive clutter, exposed hazards, infestations, unsafe wiring, or aggressive behaviour from any occupant, visitor, or animal. Hammersmith cleaners places safety first, and our team may leave the premises immediately if they reasonably believe there is a risk to health or wellbeing. In such cases, the booking may still be charged in part or in full depending on the circumstances.

3. Payments
All prices are quoted in pounds sterling unless otherwise stated. Pricing may be based on an hourly rate, fixed fee, package rate, or a bespoke quotation depending on the type of cleaning service requested. Unless explicitly agreed otherwise, payment is due on completion of the work or in advance where a deposit or full prepayment is required. We accept payment methods notified at the time of booking and may refuse cash, card, or bank transfer if not previously agreed.

Where a quote is provided, it will usually be based on the information supplied by you and may assume normal conditions and reasonable access. If the work takes longer than expected, requires additional labour, or includes extra tasks not originally requested, an additional charge may apply. Hammersmith Cleaners will always aim to explain any extra cost before proceeding, but if extra work is necessary to complete the service properly, you authorise us to charge a reasonable amount for the additional time or resources used.

Invoices must be paid by the due date shown on the invoice or payment request. Failure to pay on time may result in suspended service, cancellation of future bookings, or recovery action where appropriate. You are responsible for any fees charged by your bank or payment provider. If a payment is reversed, disputed without valid reason, or marked as fraudulent after the service has been delivered, we reserve the right to recover all associated costs and losses.

4. Cancellations and rescheduling
You may cancel or reschedule a booking by notifying us as soon as possible. The amount of notice required before a fee applies may depend on the type of service, the team allocated, and whether materials or travel arrangements have already been made. In general, short-notice cancellations can cause loss of time and income, so a cancellation charge may be applied where reasonable. If you wish to amend an appointment, we will try to accommodate the change subject to availability.

We may cancel or move a booking if circumstances beyond our control prevent us from attending, including severe weather, staff illness, transport disruption, equipment failure, or other operational issues. In such cases, we will usually offer an alternative date or a refund for any unperformed part of the service if payment has already been taken. Hammersmith Cleaners is not liable for indirect losses resulting from a necessary cancellation or rescheduling, provided we act reasonably and communicate with you promptly.

5. Service standards and limitations
Hammersmith Cleaners will use reasonable skill and care when carrying out cleaning services. However, cleaning outcomes can vary depending on the condition, age, and material of surfaces, as well as the level of build-up present. Some stains, limescale, burns, scratches, mould, or damage may be permanent or may require specialist treatment that falls outside a standard clean. We do not guarantee that all marks, odours, or defects can be fully removed.

We may decline to clean items or areas that are fragile, hazardous, structurally unsound, or likely to be damaged by normal cleaning methods. This includes antique materials, delicate fabrics, unsealed surfaces, electronic equipment, and items already showing signs of wear or instability. If you ask us to clean such items, you do so at your own risk unless we have specifically agreed otherwise in writing. Our staff may also adjust their methods if they believe the requested task could cause damage.

6. Customer responsibilities
You must ensure that the property is reasonably tidy and that valuables, confidential papers, cash, jewellery, and irreplaceable personal items are secured before the service begins. Although our teams are trained to act with care and professionalism, Hammersmith cleaners cannot accept responsibility for items left in open view or in unsecured areas unless loss or damage is caused by our proven negligence. You should also tell us in advance about any pets, allergies, access restrictions, or special instructions.

Where a service requires the use of your own equipment, products, or utilities, you are responsible for making those available in usable condition. If you provide cleaning products, you must ensure they are safe, correctly labelled, and suitable for the intended surfaces. We are entitled to refuse the use of any product that appears unsafe, contaminated, expired, or unsuitable. If your instructions conflict with our safety standards, our staff may decline the relevant task.

7. Liability
Nothing in these Terms 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 for loss or damage arising from the service will be limited to the amount you paid for the relevant cleaning appointment, except where a higher limit is required by law. We are not liable for indirect, consequential, or economic losses such as loss of profit, loss of business, or loss of opportunity.

While our cleaners take reasonable care when working in your property, we are not responsible for pre-existing damage, wear and tear, hidden defects, structural issues, or faults arising from unsuitable materials or poor maintenance. If you believe damage has been caused during a visit, you must notify us as soon as reasonably possible and provide evidence of the issue. We may inspect the area, request photographs, or seek further information before deciding whether any compensation is due.

Hammersmith cleaners will not be responsible for damage caused by items that are not securely fixed, by appliances that are faulty, by surfaces that are already compromised, or by customer-supplied products or instructions. If our staff identify a risk of damage, they may stop the task immediately. Any claim relating to loss or damage should be made promptly and no later than a reasonable period after the service date so that the matter can be investigated properly.

8. Waste and disposal regulations
Where a cleaning service produces waste such as packaging, dust, disposable cloths, or small amounts of general rubbish, we will handle it in accordance with applicable UK waste rules and reasonable environmental practice. Any waste removed from the property must be agreed in advance where possible. We do not provide unlawful disposal, fly-tipping, or removal of controlled materials. The customer remains responsible for identifying any waste that requires special handling, collection, or licensed disposal.

We will not remove hazardous substances, sharp clinical waste, asbestos, needles, body fluids, chemicals, or any other regulated material unless we have expressly agreed in writing and are legally permitted to do so. If such materials are discovered during a service, our team may stop work in the affected area and notify you that specialist removal is required. Hammersmith cleaners may also decline to continue if there is any risk of contamination, exposure, or breach of waste regulations.

You are responsible for ensuring that any waste left for collection is lawful to remove and properly segregated where required. If you ask us to dispose of items that are prohibited or subject to specific licensing rules, you must disclose that in advance. Any costs, fines, losses, or claims arising from incorrect waste classification, improper storage, or illegal disposal instructions given by you will be your responsibility, except to the extent caused by our negligence.

9. Complaints and re-cleans
If you are dissatisfied with any part of the service, you should notify us promptly after the appointment so that we can review the matter. Where appropriate, and at our discretion, we may offer a re-clean of the relevant area instead of a refund. Any re-clean must be arranged within a reasonable period and the area must remain in the same condition as immediately after the original service. We will not offer a re-clean where dissatisfaction results from changed conditions, further use of the area, or instructions not originally agreed.

10. Termination and suspension
We may suspend or end services if you breach these Terms, fail to make payment, repeatedly cancel at short notice, or behave in a way that threatens staff safety or makes service delivery unreasonable. If this happens, any completed work remains payable. We may also decline future bookings from any customer where a pattern of abuse, non-payment, or unsafe conduct has occurred. Termination does not affect rights or obligations that have already accrued before the termination date.

11. Governing law
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with the cleaning services, the booking process, payment, cancellation, liability, or waste handling will be subject to the exclusive jurisdiction of the courts of England and Wales. If any part of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

By confirming a booking with Hammersmith cleaners, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. They form the contract between you and us for the provision of cleaning services unless replaced by a separate written agreement signed by both parties. We may update these Terms from time to time, and the version in force at the time of your booking will apply unless otherwise agreed in writing.

These Terms are intended to be fair and practical, reflecting the ordinary requirements of professional cleaning in the UK. They help ensure clarity around service expectations, payments, cancellations, property access, safety, and legal compliance. If you proceed with a booking, you are confirming that the information you supplied is accurate and that you accept the responsibilities described in this document.