Terms and Conditions for Cleaners Hepherdsbush

These Terms and Conditions set out the basis on which Cleaners Hepherdsbush, referred to in this document as “we”, “us” or “our”, provides domestic and commercial cleaning services to clients, referred to as “you” or “the customer”. By making a booking, confirming an appointment, allowing access to a property, or accepting an estimate or quotation, you agree to be bound by these terms. If you do not agree, you should not proceed with the booking.

Our services may include regular cleaning, one-off cleaning, deep cleaning, end of tenancy cleaning, and related cleaning tasks agreed in advance. Each service is delivered in accordance with the scope discussed at the time of booking and subject to these terms. We aim to provide a professional service, but the exact results may depend on the condition of the property, the materials present, and the information supplied by you before the appointment.

These terms are intended to be clear and practical. They govern the cleaning service agreement between you and Cleaners Hepherdsbush, including how bookings are made, how payments are processed, how cancellations work, and the limits of our responsibility. They also explain important rules relating to waste handling and the law that applies to the agreement.

1. Booking process

Bookings may be made through the methods we make available from time to time, such as by phone, email, online form, or other written communication. A booking is not confirmed until we have accepted the request and, where required, received any deposit, prepayment, or written confirmation. We may ask for information about the property, the rooms to be cleaned, access arrangements, parking, pets, known stains, fragile items, or other relevant details so that we can allocate enough time, staff, and equipment.

When you book Hepherdsbush cleaners, you are responsible for ensuring that the information you provide is accurate and complete. If the details change before the appointment, you must notify us as soon as reasonably possible. Changes may affect the price, duration, or suitability of the service. We reserve the right to amend the booking, reprice the service, or decline to continue if the actual conditions differ significantly from those originally described.

2. Arrival, access and service conditions

We will use reasonable efforts to attend at the agreed time, but any arrival time is an estimate rather than a strict guarantee unless expressly stated otherwise. Delays may occur due to traffic, weather, equipment issues, or circumstances beyond our control. You must ensure that we have safe and reasonable access to the premises at the scheduled time. If access is not available, or if we are prevented from carrying out the service for reasons outside our control, we may charge a call-out fee, waiting time, or the full booked amount depending on the circumstances.

You must also ensure that the area to be cleaned is reasonably safe and suitable for the work. This includes providing access to water, electricity, and lighting where needed, as well as removing or securing valuables, fragile items, confidential documents, and any dangerous materials. Unless agreed in writing, our professional cleaning service does not include moving heavy furniture, dismantling fittings, or handling items that may cause injury or damage.

We may refuse to work in conditions that are unsafe, unhygienic, illegal, or likely to cause harm to our staff, your property, or third parties. In such cases, the booking may be treated as cancelled by you, and charges may still apply where our attendance has already been arranged.

3. Payments and pricing

Prices are normally based on the information provided at the time of booking, the size and condition of the property, the type of cleaning required, and any specific requirements. Unless otherwise stated, all prices are exclusive of VAT if applicable. We may revise the quoted price if the service scope changes, the property condition is materially different from what was described, or additional time, products, or staff are required.

Payment terms will be stated at the time of booking or on the invoice. Depending on the service, we may require payment in advance, a deposit, or payment on completion. For recurring or account-based work, payment may be due within the period stated on the invoice. Payment must be made in full without deduction, set-off, or withholding unless required by law.

Accepted payment methods may include bank transfer, card payment, or other methods we choose to offer. If payment fails, is reversed, or remains outstanding, we may suspend further services, charge reasonable recovery costs, and pursue the debt through lawful means. Any agreed discounts, promotions, or special rates apply only to the specific booking for which they were offered and may be withdrawn if the booking is changed or cancelled.

4. Cancellations, postponements and rescheduling

You may cancel or reschedule a booking by giving us notice within a reasonable period before the appointment. The exact notice required may be set out in your quotation, confirmation, or invoice. Where no specific notice period is stated, we ask that you provide at least 24 hours’ notice for standard services and a longer period for larger or specialist jobs. This allows us to manage staff scheduling and avoid unnecessary costs.

If you cancel late, fail to provide access, or ask us to stop work after the team has arrived, we may charge a cancellation fee or part of the agreed price to cover time, travel, and allocated resources. Where materials have already been purchased or specialist arrangements made, those costs may also be chargeable. If we need to cancel or reschedule due to illness, emergencies, unsafe conditions, or circumstances beyond our control, we will aim to offer an alternative appointment as soon as reasonably possible.

In the event of repeated cancellations, non-payment, or behaviour that makes it unreasonable to continue, we may decline future bookings. This does not affect any rights or remedies that have already accrued under these terms for cleaners Hepherdsbush.

5. Scope of service and exclusions

Our service is limited to the tasks agreed in advance. If a task is not included in the quotation, confirmation, or written instructions, it is not automatically part of the service. Additional tasks may be added only if agreed by us and, where relevant, may incur extra charges. Any checklist, service description, or estimate is for guidance and does not create an obligation to complete work outside the agreed scope.

We do not guarantee the removal of every stain, mark, odour, or sign of wear, particularly where damage is old, embedded, or caused by materials that cannot be safely treated. Certain surfaces and fabrics require specialist methods, and some items may be too delicate or unsuitable for standard cleaning. We may choose not to clean an item or area if doing so could damage the surface or create a safety risk.

Unless specifically agreed, our cleaning company terms exclude repairs, maintenance, electrical work, plumbing, pest control, biohazard remediation, and the handling of hazardous substances. We also do not accept responsibility for identifying hidden defects, structural issues, or pre-existing faults unless they are directly caused by our negligence.

6. Liability and limitation of responsibility

We will perform our services with reasonable care and skill. However, to the extent permitted by law, our liability is limited in accordance with this section. We are not responsible for loss or damage caused by inaccurate information supplied by you, existing defects, unsuitable materials, wear and tear, misuse, or circumstances outside our control. You are responsible for ensuring that items to be cleaned are suitable for the service requested.

If we cause damage through proven negligence, our liability will be limited to the reasonable cost of repair or replacement of the affected item, taking into account age, condition, and depreciation. We will not be liable for indirect or consequential losses, including loss of business, loss of profit, loss of opportunity, or inconvenience, except where such exclusion is not permitted by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

You must notify us of any alleged damage or issue within a reasonable time after the service is completed, and in any event as soon as it is discovered. Where possible, you should retain the item and provide photographs or other evidence so that we can investigate properly. Failure to report promptly may affect our ability to assess the matter.

7. Waste regulations and removal of rubbish

Our cleaning services may involve the collection of waste generated during the work, such as packaging, disposable materials, or household rubbish that has been agreed for removal. Any such waste handling will be carried out in line with applicable waste management rules and environmental obligations. We will not remove, transport, or dispose of waste that is dangerous, illegal, uncontrolled, or not properly described in advance.

You are responsible for declaring the nature of any waste before the booking. This includes, without limitation, sharp objects, bodily fluids, chemical containers, clinical waste, paint, solvents, asbestos-related materials, electronic waste, batteries, or other regulated items. If prohibited or hazardous waste is found during the appointment, we may stop work immediately and charge for the time already spent. We may also refuse to move or handle waste that could expose our staff to risk or require specialist licensing.

Where waste removal is included, it is provided only to the extent agreed and subject to lawful disposal methods. We do not guarantee use of specific disposal routes unless stated in writing. You remain responsible for ensuring that the waste generated from your property is lawful to present for collection and that any necessary consents, permits, or prior arrangements are in place where required.

8. Customer obligations

You agree to provide accurate booking information, clear access, and a safe working environment. You must ensure that children, pets, vulnerable persons, and third parties are supervised appropriately during the appointment. You are also responsible for securing valuables and for informing us of any items or areas that require special care. If we are instructed to use keys, codes, or access devices, you confirm that you have authority to provide them and that doing so does not breach any tenancy, building, or security rules.

You must not ask our staff to carry out unlawful, dangerous, discriminatory, or abusive tasks. We may terminate the service immediately if our staff are subjected to harassment, threatening behaviour, or unsafe conditions. In such cases, the service may be charged in full or in part depending on the work completed and the costs incurred.

Where you appoint someone else to act on your behalf, such as a tenant, agent, office manager, or family member, you remain responsible for that person’s instructions unless we expressly agree otherwise. Communication received from an authorised person may be treated as binding.

9. Complaints and service issues

If you are dissatisfied with any part of the service, you should inform us within a reasonable time so that we can review the matter. We may ask for photographs, access to the relevant area, or other details to help us investigate. Where a genuine service failure has occurred, we may, at our discretion and where appropriate, offer a re-clean, partial refund, or another fair remedy.

Complaints must be raised in good faith and with sufficient detail to allow assessment. We will not be responsible for issues that are not reported promptly, that arise from pre-existing conditions, or that result from the property being used after the service was completed. Any agreed remedy will be the full extent of our responsibility unless otherwise required by law.

Nothing in this section affects your statutory rights under applicable consumer law. If a matter cannot be resolved informally, the parties may pursue any other rights available to them under the governing law set out below.

10. Force majeure

We are not liable for any failure or delay in performing our obligations where caused by events beyond our reasonable control. Such events may include severe weather, accidents, fire, flood, industrial action, public health restrictions, transport disruption, supply failures, utility outages, or actions by authorities. In these circumstances, we may suspend, reschedule, or cancel the booking without liability for resulting delay or non-performance.

If a force majeure event affects a confirmed appointment, we will try to contact you and arrange an alternative date where practical. If performance becomes impossible or commercially unreasonable, either party may cancel the affected booking without further liability, except for amounts already due for work completed or costs properly incurred before the event.

11. Data and record keeping

We may keep records relating to your booking, including contact details, service notes, invoices, access instructions, and complaint information, for legitimate business and legal purposes. These records help us manage appointments, maintain service quality, and comply with accounting and contractual obligations. Any personal data will be handled in accordance with applicable data protection law and our privacy practices, where relevant.

12. Governing law

These terms and any dispute or claim arising out of or in connection with them, whether contractual or non-contractual, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law provides otherwise. If any part of these terms is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in full force.

By using the services of Cleaners Hepherdsbush, you acknowledge that you have read, understood, and accepted these service terms. They form the basis of the agreement between us and may be updated from time to time to reflect legal, operational, or commercial changes. The version in force at the time of your booking will apply to that booking unless we agree otherwise in writing.

These terms are intended to protect both parties and create a clear, professional framework for service delivery. By setting out the house cleaning terms, payment expectations, cancellation rules, waste responsibilities, and liability limits, we aim to provide a fair and transparent arrangement for every customer.