Cleaners Hackney Service Terms and Conditions
These Terms and Conditions set out the basis on which cleaners in Hackney, Hackney cleaners, and related domestic or commercial cleaning services are provided. By making a booking, confirming an appointment, or allowing work to begin, the customer agrees to these terms. These conditions are designed to create a clear understanding of the service, payment arrangements, cancellations, responsibilities, and legal obligations that apply when using a professional cleaning service in the UK. They are intended to be read carefully before any cleaning work is scheduled or carried out.
In these terms, references to “we”, “us”, and “our” mean the service provider, and references to “you” or “the customer” mean the person or business receiving the cleaning service. The scope of work may include regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, after-builders cleaning, or other agreed cleaning tasks. The exact nature of the service will always depend on the written or verbal booking confirmation, the condition of the property, and any special instructions agreed in advance.
These terms apply to all bookings for Hackney cleaning services unless a separate written agreement states otherwise. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue in force. Nothing in these terms limits any rights that cannot lawfully be excluded under UK consumer law.
1. Booking Process
Bookings may be made by phone, email, online request form, or any other method offered by the service provider. A booking is only confirmed when the date, time, service type, and any agreed price or pricing basis have been accepted by us. Until confirmation is issued, availability cannot be guaranteed. The customer must ensure that all booking details are accurate, including property access information, parking constraints, entry instructions, and the condition of the premises.
When requesting a cleaner in Hackney or a wider Hackney cleaning appointment, the customer should provide full and honest information about the property and the work required. This includes the number of rooms, any specialist surfaces, the presence of pets, known hazards, and whether any items require careful handling. If the customer provides incomplete or misleading information, we may revise the quote, adjust the scope of work, or refuse to carry out the service if it is not safe or practical to do so.
We may ask for photographs, a site visit, or further details before confirming certain services, particularly where the property is large, heavily soiled, or requires specialist treatment. Any estimate provided before inspection is based on the information supplied by the customer and may change if the actual conditions differ materially. The customer agrees that access must be available at the agreed time, and that delays caused by restricted access may result in waiting charges, a reduced service period, or cancellation fees.
2. Service Standards and Scope
Our cleaning team will use reasonable care and skill in carrying out the agreed tasks. The service is limited to the areas and tasks expressly included in the booking. Any additional tasks requested on the day will be subject to time availability, extra charges, and the cleaning operative’s agreement. We may decline to carry out tasks that are unsafe, outside the agreed scope, or likely to damage the property or equipment.
The customer must ensure that the property is reasonably accessible, safe, and in a condition that allows the service to be performed effectively. Where necessary, fragile items should be secured or removed in advance. We are not responsible for pre-existing damage, wear and tear, poor maintenance, or defects that become apparent during cleaning. Certain stains, marks, limescale, mould, or ingrained dirt may not be fully removable, even where all reasonable efforts are made.
If the customer requests use of specific products, the customer is responsible for ensuring that these products are suitable and safe. We may refuse to use products that appear hazardous, improperly labelled, expired, or unsuitable for the intended surface. The customer accepts that some materials, including delicate fabrics, untreated wood, antique finishes, and specialist fittings, may require expert treatment beyond standard cleaning services Hackney provisions.
3. Payments and Charges
Prices may be charged on an hourly, fixed-price, or task-based basis, depending on the type of service booked. Unless otherwise agreed, all charges are shown or communicated before work begins. Where an estimate is provided, it is not a final quotation unless expressly stated as fixed. If the actual work required exceeds the booked duration or agreed scope due to the condition of the property or the customer’s additional requests, extra charges may apply.
Payment is due in accordance with the method and timing agreed at the time of booking. In some cases, full or partial payment may be required in advance, especially for specialist, high-value, or last-minute bookings. Where invoicing is permitted, payment must be made within the stated timeframe. We reserve the right to charge interest and reasonable recovery costs on overdue sums in line with applicable UK law.
The customer is responsible for any fees arising from failed payments, chargebacks, bank transfer errors, or incorrect card details supplied. If payment is not made on time, we may suspend future services, withhold completion certificates or cleaning records where applicable, or treat the booking as cancelled by the customer. Any promotional discount or special offer may be withdrawn if the customer breaches these terms or fails to pay in full.
4. Cancellations, Rescheduling, and Missed Appointments
Cancellations or changes to a booking should be made as soon as possible. The amount charged for cancellation will depend on the notice given and the nature of the appointment. Where adequate notice is provided, no fee may be charged. However, if the customer cancels at short notice, fails to provide access, or is absent at the agreed time, a cancellation or wasted visit charge may apply to reflect reserved time and operational costs.
If the customer wishes to reschedule, we will try to accommodate a new time subject to availability. A rescheduled booking may be treated as a new appointment if the original slot can no longer be held. Any deposit paid may be retained or transferred at our discretion, depending on the notice given and the circumstances. Repeated cancellations or missed appointments may result in refusal of future bookings.
We may also cancel or postpone a booking due to illness, transport disruption, adverse weather, staff unavailability, equipment failure, safety concerns, or any event beyond our reasonable control. In such cases, we will make reasonable efforts to offer an alternative appointment. We will not be liable for indirect loss arising from a cancellation caused by circumstances outside our control, provided we act reasonably and promptly.
5. Customer Responsibilities
The customer must provide a safe working environment. This includes ensuring access to electricity, water, and any other facilities needed for the service, unless otherwise agreed. The customer must also disclose any known risks such as broken fixtures, exposed wiring, asbestos, biohazards, pests, or other conditions that could endanger staff or affect the work. If a property is unsafe, we may pause or stop the service without liability.
The customer must secure valuables, personal documents, cash, jewellery, and any sensitive items before the service begins. While our staff will act with care, we cannot accept responsibility for items left unattended in obvious view unless loss is caused by our proven negligence. The customer should also ensure that children and pets are supervised. Our team may refuse to work in rooms or areas where health and safety cannot be reasonably maintained.
Where access is granted through keys, codes, lockboxes, or concierge arrangements, the customer is responsible for ensuring these arrangements are correct and available at the agreed time. We are not liable for delays caused by incorrect access information. If keys are entrusted to us, we will take reasonable care, but the customer remains responsible for making copies if needed and for informing us of any changes to access arrangements.
6. Liability and Limitations
We will carry out all services with reasonable care and skill. If damage is caused as a direct result of our negligence, we may, at our discretion, repair the damage, arrange repair, or offer a fair monetary remedy up to the amount paid for the affected service, subject to any legal rights the customer may have. Claims must be reported promptly and, where possible, before the property is altered or repaired by anyone else.
We are not responsible for losses caused by events outside our reasonable control, including power failures, water interruptions, extreme weather, traffic disruption, strikes, or third-party actions. We are also not liable for pre-existing damage, normal wear and tear, inherent defects, or damage resulting from inappropriate products, fragile materials, or faulty fixtures. Any limitation of liability in these terms does not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
To the fullest extent permitted by law, we shall not be liable for indirect or consequential losses, loss of profit, loss of business opportunity, or emotional distress arising from the use of the service. If a claim is made, the customer must allow us reasonable access to inspect the issue and, where appropriate, to seek to resolve it. Failure to notify us promptly may affect the outcome of any claim.
7. Waste Regulations and Disposal
Any removal or disposal of waste in connection with the service will be handled in accordance with applicable UK waste regulations and environmental requirements. The customer must clearly identify any items that should be removed, retained, or treated as special waste. We will not knowingly dispose of hazardous materials, clinical waste, chemicals, sharp objects, asbestos-containing materials, or any regulated substance unless we are expressly authorised and legally permitted to do so.
The customer is responsible for declaring whether waste is general household waste, recyclable material, or waste requiring specialist handling. If the service includes collection or disposal of rubbish, the customer must ensure it is lawfully presented for removal and does not contain prohibited items. We reserve the right to refuse waste that is unsafe, unhygienic, or non-compliant with applicable rules. Any extra charges for lawful disposal, transport, or additional labour will be notified where reasonably practicable.
If the customer leaves items for disposal that do not belong to them or that require consent from a third party, the customer confirms that all necessary permissions have been obtained. We are not responsible for the contents of sealed bags, boxes, or containers unless we have expressly agreed to inspect them. Waste will be handled using reasonable care, but the customer remains responsible for ensuring that all disposal instructions are accurate and lawful.
8. Complaints and Service Issues
If the customer is dissatisfied with any aspect of the service, the issue should be raised as soon as reasonably possible and preferably before the cleaner leaves the premises. This allows us to review the matter and, where appropriate, return to put things right. Complaints made long after the service may be difficult to investigate properly, particularly where the property has been used, altered, or cleaned by another party in the meantime.
We may request photographs, descriptions, or other evidence to assess the complaint. Where a valid issue is identified, we may offer a revisit, partial refund, or another reasonable remedy depending on the circumstances. The remedy offered will be proportionate to the issue and consistent with any statutory rights the customer may have under the Consumer Rights Act 2015 or other applicable legislation.
A complaint does not entitle the customer to withhold payment for unrelated parts of the service that were completed properly. We aim to resolve issues fairly and promptly, and both parties agree to act reasonably and in good faith throughout any complaint process.
9. Governing Law and Jurisdiction
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms, the booking process, payment, performance of the service, or any alleged breach shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless another forum is required by mandatory law.
If any disagreement cannot be resolved informally, the parties may seek mediation or another form of alternative dispute resolution before starting court proceedings, where appropriate. However, nothing in these terms prevents either party from seeking urgent legal relief if necessary to protect rights, property, or safety.
Final provision: By booking a service, the customer confirms that they have read, understood, and agreed to these terms. These conditions apply to all Hackney cleaners, cleaners Hackney, and other related cleaning services provided under the same booking agreement, unless expressly modified in writing.
