Hammersmith Cleaner Service Terms and Conditions

These Terms and Conditions set out the basis on which Hammersmith Cleaner provides domestic and commercial cleaning services across the UK. By making a booking, the client agrees to these terms in full. They are designed to create a clear, fair, and practical framework for service delivery, payment, cancellation, and responsibility. In these terms, references to we, us, and our mean the cleaning service provider, while you and your mean the client or the person making the booking.

Our cleaning services may include routine housekeeping, deep cleaning, end of tenancy cleaning, and other agreed specialist cleaning tasks. Each booking is subject to availability, the condition of the premises, and the information supplied at the time of request. The service scope must be confirmed before work begins, and any additional tasks requested during the appointment may be treated as extras if they are outside the original agreement.

The client is responsible for ensuring that the information provided during the booking process is accurate and complete. This includes the property address, access requirements, parking restrictions, hazard warnings, pets, and any other detail that may affect performance of the service. Where information is incomplete or incorrect, we may need to adjust the price, the time required, or the scope of the cleaning visit.

Booking Process

A booking for Hammersmith cleaning services is only confirmed once we have accepted the request and, where required, received any deposit or prepayment. The booking process may begin through an online form, by email, by telephone, or through another approved booking method. A booking request does not guarantee availability, and we reserve the right to decline a request where the job falls outside our service capacity, safety standards, or operational schedule.

When you request a Hammersmith Cleaner appointment, you should provide the preferred date, approximate start time, type of cleaning required, property size, and any special instructions. We may also ask for photographs or a video walkthrough to help us estimate the work accurately. This is especially important for deep cleaning, post-renovation cleaning, or properties that require significant attention. Any quotation given before inspection is based on the information supplied and may be revised if the actual conditions differ materially.

We will aim to arrive within the agreed time window, but all appointments are subject to reasonable delays caused by traffic, access issues, weather, or circumstances beyond our control. Where a delay is expected, we will make reasonable efforts to notify the client. If the property is not accessible at the agreed time and no alternative arrangement has been made, the visit may be treated as a late cancellation or failed appointment.

Services, Access and Client Responsibilities

The client must ensure that the property is ready for cleaning at the scheduled time. This includes providing safe access, turning off alarms where necessary, securing pets, and removing personal items or valuables that could obstruct the work. We may refuse to clean any area that presents an unreasonable risk to health or safety. In such cases, the service fee may still apply if the appointment has already begun or if the issue could have been avoided with reasonable preparation.

Our cleaners will use professional skill and reasonable care to carry out the agreed cleaning tasks. However, some materials, surfaces, fixtures, and fittings may require specialist treatment. You must notify us in advance of any fragile, antique, natural stone, unsealed wood, or other delicate surface. If no warning is given, we cannot accept responsibility for damage arising from cleaning an unsuitable or poorly maintained surface where normal methods were used.

We may also ask the client to confirm whether the property contains items that should not be moved, such as heavy appliances, fixed furniture, or personal documents. Unless expressly included in the booking, our service does not normally involve lifting heavy items, dismantling furniture, or handling hazardous materials. The client remains responsible for protecting valuables, cash, jewellery, and irreplaceable documents before the cleaning visit begins.

Payments and Charges

All prices are quoted in pounds sterling unless stated otherwise. The price for a Hammersmith cleaning service may be based on an hourly rate, a fixed fee, or a custom quotation depending on the type of work requested. If the service is time-based, we will charge for the actual time spent on the agreed tasks, rounded in accordance with our standard billing practice. If the scope changes after the booking is confirmed, the final charge may increase to reflect the extra work.

Payment terms will be confirmed at the time of booking. In many cases, payment is due on completion of the service, though some appointments may require advance payment or a deposit. If a deposit has been requested, the booking may not be secured until the deposit is received. We reserve the right to suspend or refuse future services where previous invoices remain unpaid. Any overdue balance may be subject to reasonable recovery action in line with applicable law.

Where additional charges apply, these may include parking fees, congestion or access-related charges, specialist waste disposal costs, emergency call-outs, or additional labour for extra work agreed during the visit. All such charges must be disclosed as soon as reasonably possible. We will not add unexpected fees without a valid reason connected to the booking, the service requested, or costs incurred in carrying out the work.

Cancellations, Rescheduling and No-Shows

You may cancel or reschedule a booking by giving reasonable notice. The exact notice period may vary depending on the type of service, but shorter notice may result in a cancellation fee. If cancellation occurs after cleaners have already been dispatched, or if access is not provided at the agreed time, the full fee or a substantial portion of it may be charged to cover lost time and operational costs.

If you need to change the date or scope of a booking, please inform us as early as possible. We will do our best to accommodate changes, but availability cannot be guaranteed. Repeated rescheduling may require a new quotation or a revised appointment window. If a fixed-price booking is altered significantly, the original price may no longer apply.

We may cancel or postpone a booking due to illness, staff shortage, unsafe conditions, extreme weather, equipment failure, or any other reasonable cause outside our control. If we do so, we will endeavour to offer an alternative appointment or refund any prepaid amount relating to the cancelled service, unless the cancellation resulted from your breach of these terms. Hammersmith Cleaner will not be liable for indirect losses caused by a necessary rescheduling.

Liability and Limitations

We will perform our services with reasonable care and skill, in accordance with applicable UK consumer law. If we cause direct damage through proven negligence, we will assess the issue promptly and, where appropriate, offer repair, cleaning, replacement, or compensation up to the reasonable value of the loss. Any claim must be reported as soon as possible and, in any event, within a reasonable time after the service has been completed or the damage was discovered.

Our liability is limited to losses that are reasonably foreseeable and directly caused by our breach of contract, negligence, or failure to use reasonable skill and care. We will not be responsible for pre-existing damage, wear and tear, hidden defects, poor maintenance, unsuitable materials, or damage resulting from information withheld by the client. We are also not liable for loss of profit, business interruption, loss of opportunity, or any indirect or consequential losses to the extent permitted by law.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law. Where equipment is supplied by the client, we are not responsible for faults, breakdowns, or damage caused by defective or inappropriate equipment unless the issue was known to us and we failed to act reasonably.

Waste Regulations and Disposal

All waste handling must comply with applicable UK waste regulations and environmental requirements. Our cleaners may remove routine domestic waste generated during the cleaning process only where this is agreed in advance and where disposal is lawful and practical. We do not accept responsibility for removing prohibited, hazardous, clinical, chemical, asbestos-containing, or other regulated waste unless a specific lawful arrangement has been made in advance.

The client remains responsible for the lawful segregation, storage, and disposal of any specialist waste arising at the property. Where waste must be removed from the premises as part of the service, the client must disclose this before the appointment so that suitable arrangements can be made. Any waste handed to us must be appropriately packaged and must not contain dangerous items unless we have expressly agreed to handle them under compliant procedures. We reserve the right to refuse removal of any item that may breach environmental, health, safety, or transport rules.

If our team encounters waste that appears unsafe, illegal to move, or unsuitable for standard disposal, we may leave it in place and notify the client. In such circumstances, the cleaning appointment may still be chargeable if the rest of the service has been provided. The client must ensure that the property complies with all local and national requirements regarding rubbish storage, recycling, and waste transfer, including any obligations relating to landlords, tenants, or managing agents where relevant.

Complaints, Changes and Service Standards

We aim to provide a professional and consistent cleaning service, but if you are dissatisfied, you should raise the issue promptly so it can be reviewed. We may ask for photos, a description of the concern, and details of the original booking to help us investigate. Where a legitimate service failure is identified, we may offer a repeat visit, partial refund, or other reasonable remedy depending on the circumstances. This does not affect any statutory rights that may apply.

We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of your booking will normally apply to that booking unless a change is required by law. Continued use of our services after an update will be treated as acceptance of the revised terms for future bookings.

Each booking forms a separate contract between the client and Hammersmith Cleaner. If any provision of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force to the extent permitted by law. Any waiver of our rights in one instance will not mean that those rights are waived in other situations.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with them, are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, subject to any mandatory consumer protections or other rights that cannot lawfully be excluded. This applies regardless of where the booking was made, provided the service is supplied under UK law.

By proceeding with a booking, the client confirms that they have read, understood, and agreed to these terms. If you do not agree to any part of them, you should not proceed with the booking. We recommend that clients retain a copy of these terms for their records, as they set out the basis on which the service is provided and the standards expected from both parties.