Hammersmith Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Hammersmith Cleaners provides domestic and commercial cleaning services within its operating area in the United Kingdom. By making a booking, using our website, or allowing our operatives to carry out work at your premises, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

In these Terms and Conditions, the following expressions have the meanings set out below:

Client means the person, firm, or company booking services with Hammersmith Cleaners, whether as an individual consumer or on behalf of a business or organisation.

Company means Hammersmith Cleaners, the provider of the cleaning services.

Services means the cleaning or related services to be provided by the Company to the Client, including but not limited to regular domestic cleaning, one-off deep cleans, end of tenancy cleaning, office cleaning, and related tasks as agreed.

Operative means any cleaner, contractor, or representative engaged by the Company to perform the Services.

Premises means the property or location where the Services are to be carried out.

2. Scope of Services

The Company will provide the Services with reasonable care and skill, in accordance with the description given at the time of booking and any specific instructions agreed in advance. The exact scope of work will depend on the type of service booked and the condition of the Premises.

Unless expressly agreed otherwise, the Services do not include the lifting of heavy furniture or appliances, cleaning of areas not safely accessible, specialist cleaning such as exterior window cleaning at height, removal of hazardous substances, pest control, or any tasks that in the reasonable opinion of the Operative may present a risk to health, safety, or property.

The Company reserves the right to decline or suspend Services where conditions at the Premises are unsafe, unsanitary in a way that presents a health hazard, or materially different from the description provided at the time of booking.

3. Booking Process

Bookings may be made through the Companys website or other channels made available by the Company from time to time. The Client must provide accurate information about the Premises, including property type, approximate size, number of rooms, and any relevant access details or parking restrictions.

All bookings are subject to availability and are not confirmed until the Company issues a booking confirmation. The Company reserves the right to refuse a booking at its sole discretion.

The Client is responsible for ensuring that someone is present at the Premises at the agreed start time, or that suitable arrangements have been made for access, such as key collection or concierge authorisation. Any special instructions, such as alarm codes or secure entry procedures, must be provided in advance in a clear and lawful manner.

4. Access and Parking

The Client must ensure that the Company and its Operatives have safe and reasonable access to the Premises for the duration of the booking. This includes ensuring that parking is available where necessary, or that information about nearby parking options is provided.

Any parking charges, congestion charges, or similar access costs incurred as a direct result of attending the Premises may be charged to the Client, unless otherwise agreed in advance.

5. Client Obligations

The Client agrees to:

Provide accurate and complete information at the time of booking.

Ensure that the Premises are accessible at the agreed time and that all necessary keys, codes, or permissions are in place.

Provide a safe working environment, including running water, electricity, adequate lighting, and access to necessary areas of the Premises.

Notify the Company in advance of any special requirements, delicate surfaces, known defects, or items that require particular care.

Secure or remove valuables or fragile items that may be at risk during the cleaning process.

Comply with all applicable laws and local regulations relevant to allowing the Services to be performed at the Premises.

6. Pricing and Estimates

Prices for Services will be provided at the time of booking, either as fixed fees for specified packages or as hourly rates. All prices are stated in pounds sterling and, unless otherwise indicated, include any applicable taxes.

Any quote or estimate is based on the information supplied by the Client and on typical conditions for properties in the service area. If upon arrival the Premises are substantially larger, dirtier, more cluttered, or otherwise different from the description provided, the Company may adjust the price, extend the time of the booking with the Clients consent, or decline to carry out part or all of the Services.

Where Services are charged by the hour, the minimum booking time will be advised at the time of booking. Any additional time requested by the Client on the day of service will be charged at the applicable hourly rate, subject to the availability of the Operative.

7. Payments

Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, or may accept payment on completion of the Services, depending on the nature of the service and the Clients history with the Company.

Accepted payment methods will be specified by the Company and may include card payments or bank transfer. Cash payments may be accepted only where expressly agreed in advance. Payment must be made in accordance with the invoice or booking confirmation issued by the Company.

For regular or recurring services, the Client authorises the Company to collect payments on the agreed schedule using the chosen payment method. In the event of failed payment, the Company reserves the right to suspend services until the outstanding balance is settled.

Late payments may incur reasonable administrative charges and interest in accordance with applicable UK law. The Client is responsible for all costs incurred by the Company in recovering overdue amounts, including reasonable legal and collection costs.

8. Cancellations, Rescheduling, and No Show Policy

The Client may cancel or reschedule a booking by giving the notice specified by the Company at the time of booking. Where adequate notice is given, any pre-paid amounts may be applied to a rescheduled booking or refunded in accordance with the Companys policy.

If the Client cancels or reschedules with insufficient notice, a cancellation fee may be charged, up to the full value of the scheduled Services. This is to cover the costs of reserved time and allocated Operatives that cannot reasonably be rebooked.

If the Operative is unable to access the Premises at the agreed time due to the Clients act or omission, including absence, incorrect address details, or failure to make necessary access arrangements, this may be treated as a late cancellation and charged accordingly.

The Company will use reasonable endeavours to attend each booking at the agreed time. However, start times are approximate and may vary due to traffic, weather, or previous jobs overrunning. Where significant delays are anticipated, the Company will endeavour to notify the Client and agree an alternative time where necessary.

The Company reserves the right to cancel or reschedule a booking in exceptional circumstances, including staff sickness, unsafe conditions at the Premises, or events beyond the Companys reasonable control. In such cases, any pre-paid amounts for the affected booking will be refunded or transferred to a new appointment as agreed with the Client.

9. Quality of Service and Complaints

The Company aims to provide a high standard of cleaning services across its service area. If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably practicable, ideally within 24 hours of completion.

Upon receiving a complaint, the Company will review the matter and, where appropriate, arrange for the Operative to return and re-clean the affected areas at no additional cost, provided that the complaint is justified and directly related to the original Services.

The Client must allow the Company a reasonable opportunity to remedy any issues before seeking alternative remedies or withholding payment.

10. Liability and Insurance

The Company will exercise reasonable care in the performance of the Services and will maintain appropriate insurance cover in respect of its liabilities. The Companys total liability to the Client for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the value of the specific booking during which the incident occurred, or the amount recoverable under the Companys insurance, whichever is greater.

The Company will not be liable for:

Normal wear and tear, pre-existing damage, or defects in property, fixtures, or fittings that are not reasonably visible or disclosed.

Damage resulting from the use of the Clients own cleaning products or equipment, or from instructions given by the Client contrary to the Companys recommendations.

Loss of cash, jewellery, or other valuables that have not been securely stored, or any items not documented as present and in good condition before the Services commence.

Any indirect, consequential, or economic losses, including loss of profit, loss of opportunity, or loss of enjoyment.

The Client must report any alleged damage or loss to the Company as soon as reasonably possible and, in any event, within 48 hours of completion of the relevant Services. The Client must provide reasonable evidence and cooperate with the Company and its insurers in investigating the matter.

11. Use of Cleaning Products and Equipment

Unless agreed otherwise, the Company will supply its own cleaning products and basic equipment necessary to perform the Services. The Client must inform the Company in advance if there are any surfaces, materials, or finishes that require special products or caution.

Where the Client requests the use of specific products or equipment supplied by the Client, this is at the Clients risk, and the Company accepts no liability for any damage arising from their use, save where caused by the Companys negligence in applying the product or using the equipment contrary to instructions.

12. Waste Handling and Environmental Regulations

The Company will dispose of routine household waste generated during the performance of the Services into the Clients designated bins at the Premises. It is the Clients responsibility to ensure that appropriate bins and recycling containers are available and clearly identified, in line with local authority waste and recycling regulations.

The Company does not provide external waste removal services and will not remove bags of waste, bulky items, or hazardous materials from the Premises, unless this has been expressly agreed in advance and is compliant with applicable waste management laws.

The Client must not request the disposal of substances that are hazardous, restricted, or illegal to handle or transport. Examples include clinical waste, sharps, certain chemicals, paint, solvents, asbestos, and electrical items that require specialist disposal.

The Company will carry out the Services in a manner consistent with good environmental practice, including the responsible use of cleaning chemicals and water, and will comply with relevant UK legislation and local regulations relating to waste, recycling, and environmental protection.

13. Health and Safety

The Company is committed to maintaining a safe working environment for its Operatives and Clients. Operatives are instructed to follow health and safety guidelines, including the use of personal protective equipment where appropriate.

The Client must not request or insist on any task that, in the reasonable opinion of the Operative or the Company, would breach health and safety requirements or place any person at risk. The Company reserves the right to withdraw from such tasks without liability.

14. Privacy and Data Protection

The Company will process any personal data provided by the Client in accordance with applicable UK data protection laws. Personal information will be used for the purposes of managing bookings, delivering the Services, handling payments, and communicating with the Client. The Company will take reasonable steps to keep personal data secure and will not share it with third parties except where necessary to provide the Services, process payments, comply with legal obligations, or where the Client has given consent.

15. Keys and Security

Where the Client provides keys, access cards, or codes to the Company, these will be handled with reasonable care and stored securely when not in use. The Company will take reasonable measures to prevent unauthorised access to the Premises.

The Companys liability for lost keys or security breaches is limited in accordance with the liability provisions set out in these Terms and Conditions. The Client is advised to ensure that their own insurance policy covers any associated risks.

16. Termination of Regular Services

For ongoing or regular cleaning arrangements, either party may terminate the service by giving reasonable written notice, subject to any minimum term agreed at the outset. The Company reserves the right to terminate services immediately where the Client has failed to pay on time, has breached these Terms and Conditions, or has behaved in an abusive, discriminatory, or otherwise unacceptable manner towards an Operative or representative of the Company.

17. Changes to Terms and Conditions

The Company may update these Terms and Conditions from time to time to reflect changes in law, best practice, or its operational requirements. The latest version will be made available on the Companys website. Continued use of the Services following any changes will be deemed acceptance of the updated Terms and Conditions.

18. 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 Services provided by the Company.

19. Severability

If any provision of these Terms and Conditions is found by a court or other competent authority to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid, legal, and enforceable. If such modification is not possible, the relevant provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.

20. Entire Agreement

These Terms and Conditions constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior discussions, correspondence, or understandings between the parties. No variation of these Terms and Conditions shall be effective unless it is made in writing and accepted by the Company.