Terms And Conditions

Hackney Cleaner Terms and Conditions of Service

These Terms and Conditions set out the basis on which Hackney Cleaner provides cleaning services to domestic and commercial customers within our operating areas in the United Kingdom. By placing a booking for any service, you agree to be bound by these Terms and Conditions.

1. Definitions

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

Client means the individual, company or organisation requesting the services of Hackney Cleaner.

Company, we, us, our means Hackney Cleaner and any authorised representatives or subcontractors engaged to provide services on our behalf.

Services means any cleaning or related services provided by Hackney Cleaner as agreed with the Client, including but not limited to regular domestic cleaning, one off deep cleans, end of tenancy cleans, commercial premises cleaning and associated tasks.

Premises means the property or properties where the Services are to be performed.

Cleaning Operative means any individual or team member assigned by the Company to carry out the Services.

2. Scope of Services

The Company agrees to provide the Services with reasonable skill and care, using competent Cleaning Operatives and appropriate cleaning methods for domestic and commercial environments. The exact scope of work, including rooms, areas and specific tasks, will be agreed at the time of booking or as subsequently confirmed in writing.

Unless expressly agreed otherwise, Services do not include exterior cleaning at height, specialist restoration, pest control, electrical work, plumbing, structural repairs or other tasks requiring specialist licences or qualifications.

The Client is responsible for clearly stating any priorities, sensitive items or restricted areas before the start of each visit. The Company reserves the right to refuse or stop any task that in its reasonable opinion is unsafe, unlawful or inappropriate.

3. Booking Process

Bookings may be requested through our online form or other booking channels made available by the Company from time to time. A booking is not confirmed until the Company has acknowledged acceptance and provided a date, time window and indicative duration for the visit.

The Client must provide accurate information regarding the Premises, including size, current condition, access arrangements, parking availability and any special requirements. The Company may revise the quoted price or duration if on arrival the Premises materially differ from the description provided.

For regular cleaning services, the Company will agree a recurring schedule with the Client. While we make reasonable efforts to allocate the same Cleaning Operative for continuity, this cannot be guaranteed and substitutions may be made where necessary.

The Client must ensure safe and timely access to the Premises at the agreed time. Where keys are provided, they will be securely labelled without full address details and handled in accordance with our key holding procedures.

4. Pricing and Quotations

Prices are based on the information supplied by the Client, the type of service requested, the size and condition of the Premises, and the frequency of visits. All prices are stated in pounds sterling and are subject to applicable taxes where required by law.

Any quotation provided by the Company is an estimate only and may be adjusted if the work required is greater than reasonably anticipated based on the Client's description. In such cases, the Cleaning Operative will notify the Client where possible before proceeding.

The Company reserves the right to revise its rates from time to time. For ongoing regular services, the Client will be given reasonable notice of any price change.

5. Payments and Invoicing

Payment terms will be confirmed at the time of booking and may include payment in advance, payment on the day of service or periodic invoicing for contract clients. The accepted methods of payment will be communicated to the Client and may include card payments, bank transfers or other cashless options.

Where payment is required in advance, bookings will not be confirmed until payment has been received. For invoiced accounts, payment is due within the timeframe stated on the invoice. If no period is stated, payment is due within 14 days of the invoice date.

If the Client fails to make payment by the due date, the Company may suspend or cancel further Services and may charge interest on overdue amounts at the statutory rate permitted under UK law, together with reasonable costs of collection.

The Client is responsible for ensuring that any payment details provided are correct and that sufficient funds are available to meet payments when due.

6. Cancellations, Rescheduling and Access

The Client may cancel or reschedule a booking by providing notice within the minimum notice period notified at the time of booking. As a general guideline, at least 24 hours notice is required for standard domestic visits and a longer period may apply for larger or specialist jobs.

The Company reserves the right to charge a cancellation fee for late cancellations or failed access, up to the full value of the booked service. A failed access occurs where the Cleaning Operative attends the Premises but is unable to gain entry or commence work due to reasons within the Client's control, such as missing keys or no one being available to allow access where required.

In the unlikely event that the Company needs to cancel or reschedule a booking, we will notify the Client as soon as reasonably practicable and offer an alternative date. The Company will not be liable for any indirect loss or expense arising from such cancellation but will refund any advance payment for services not provided.

7. Client Obligations and Preparation

The Client must ensure that the Premises are safe for work and that all necessary utilities, including water and electricity, are available during the visit. The Client must inform the Company of any health and safety risks, alarm systems, security procedures and any fragile or high value items that require special care.

The Client is responsible for supervising any children, pets or visitors during the service and for securing valuables, cash and personal documents. The Company does not accept responsibility for any pre existing damage or for issues arising from cluttered or unsafe environments.

Where the Client requests the use of their own cleaning products or equipment, this is at the Client's risk and the Company accepts no liability for any damage or unsatisfactory results arising from such use.

8. Cleaning Standards and Complaints

The Company aims to deliver services to a professional standard appropriate for domestic and commercial premises. If the Client is dissatisfied with any aspect of the service, they must report the issue to the Company as soon as reasonably possible and, in any event, within 24 hours of the visit where the concern relates to quality of cleaning.

Upon receiving a complaint, the Company may, at its discretion, arrange a return visit to address any reasonable concerns about the standard of work. This will normally be offered without additional charge, provided the complaint is justified and relates directly to the service provided.

The Company will not be liable to rectify issues that arise from wear and tear, ingrained staining, permanent discolouration, pre existing damage or the limitations of normal cleaning methods.

9. Liability and Insurance

The Company holds public liability insurance appropriate for a UK cleaning service provider. Details of cover may be made available upon reasonable request.

The Company will exercise reasonable skill and care in providing the Services. However, the Company's total liability 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 individual booking during which the incident occurred, except where such limitation is not permitted by law.

The Company shall not be liable for any indirect or consequential loss, including loss of profit, loss of business, loss of opportunity or loss of data, nor for any loss arising from the Client's failure to comply with these Terms and Conditions.

Nothing in these Terms and Conditions shall exclude or limit liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded under UK law.

10. Damage, Breakages and Property Condition

The Client must inform the Company of any existing damage or defects at the Premises before the service begins. Where damage or breakage allegedly occurs during a visit, the Client must notify the Company as soon as reasonably possible and provide supporting details.

The Company will investigate any reported incident. Where the Company is found to be responsible, it may, at its discretion, arrange repair, replacement or fair compensation, subject to the limitation of liability set out in these Terms and Conditions and any applicable insurance excess.

The Company is not responsible for the natural outcome of cleaning processes on items that are old, worn, improperly maintained, or not suitable for standard cleaning methods. The Client is responsible for identifying any delicate, antique or specialist items and for providing suitable instructions where necessary.

11. Waste Handling and Environmental Regulations

The Company will handle general household and office waste generated during cleaning in a lawful and responsible manner, following relevant UK waste management regulations. The Client remains legally responsible for the classification and proper disposal of any hazardous, clinical, chemical or regulated waste present at the Premises.

Unless expressly agreed and appropriately licensed, the Company will not remove, transport or dispose of hazardous waste, including but not limited to asbestos, sharps, clinical waste, solvents, oils, paints, flammable materials and electrical or electronic equipment that is subject to specific disposal rules.

The Client must ensure that any waste requiring specialist handling is clearly identified and not presented for removal as general waste. Where the Company encounters waste that it reasonably believes to be hazardous or non compliant, it may refuse to handle it and may suspend or terminate the service until the issue is resolved.

The Company aims to minimise environmental impact by using appropriate products and methods. Where possible, environmentally considerate products will be used, subject to effectiveness and the requirements of the task.

12. Keys, Security and Confidentiality

Where the Client provides keys or access codes, the Company will take reasonable steps to ensure their security and confidentiality. Keys will not be marked with a full address and will be stored securely when not in use.

The Client is responsible for notifying the Company of any changes to locks, access codes or security procedures in good time before a scheduled visit. The Company is not liable for missed visits where updated access information has not been provided.

The Company will treat information about the Client and the Premises as confidential and will not disclose it to third parties except as necessary to provide the Services, comply with the law, or enforce these Terms and Conditions.

13. Health and Safety

The Company and its Cleaning Operatives will comply with applicable UK health and safety legislation while on the Client's Premises. The Client must cooperate by maintaining a safe environment, promptly reporting hazards and following reasonable instructions relating to safety.

The Company may withdraw its staff from any situation where they reasonably believe there is a risk to health, safety or welfare, including aggressive behaviour, unsafe structures, exposure to hazardous substances or unsanitary conditions beyond normal cleaning expectations. In such circumstances, the Company may charge for the booking in full.

14. Force Majeure

The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events or circumstances beyond its reasonable control, including but not limited to severe weather, transport disruption, industrial disputes, power failures, accidents, public health restrictions or acts of government.

15. Termination of Regular Services

Either party may terminate an ongoing regular service arrangement by giving the notice period agreed at the outset of the contract or, if none is stated, by giving at least 14 days written notice. Termination does not affect any rights or obligations that have already accrued.

The Company may terminate the agreement with immediate effect where the Client is in material breach of these Terms and Conditions, fails to pay sums due, behaves abusively towards staff, or where the Premises present persistent or serious health and safety concerns.

16. Amendments to Terms

The Company may update these Terms and Conditions from time to time to reflect changes in law, industry practice or service offerings. The current version will apply to all bookings. Where changes materially affect ongoing regular services, the Client will be given reasonable notice and the option to terminate if they do not wish to accept the revised terms.

17. Governing Law and Jurisdiction

These Terms and Conditions, and any non contractual obligations arising out of or in connection with them, shall be governed by and construed in accordance with the laws of England and Wales.

Any dispute arising from or related to these Terms and Conditions or the provision of Services by Hackney Cleaner shall be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Entire Agreement

These Terms and Conditions, together with any written service specification or quotation expressly accepted by the Company, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior discussions, understandings or representations, whether oral or written.

If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.