Cleaner Hackney Terms and Conditions

These Terms and Conditions set out the basis on which Cleaner Hackney provides domestic and commercial cleaning services in the UK. By making a booking, requesting a quotation, or allowing our team to begin work, you agree to be bound by these terms. They are designed to create a clear and fair relationship between the customer and the Hackney cleaner service provider, while also protecting the rights and responsibilities of both parties.

In these Terms and Conditions, references to we, us, and our mean Cleaner Hackney. References to you and your mean the customer, whether the customer is a private individual, landlord, tenant, letting agent, business, or other organisation. These terms apply to all standard and specialist cleaning services offered under the Cleaner Hackney name, unless a separate written agreement states otherwise.

We aim to provide a professional, reliable, and transparent cleaning service in Hackney and across the wider UK. However, because cleaning services vary depending on property condition, access, materials, and client instructions, some outcomes may differ from one appointment to another. It is therefore important that you read these terms carefully before confirming any booking.

1. Booking Process

A booking may be made through the methods we make available from time to time, including by telephone, email, online form, or direct message where applicable. When you request a booking, you must provide accurate and complete information, including the type of service required, the property address, access arrangements, preferred date and time, and any special instructions relevant to the cleaning task. A Cleaner Hackney booking is only confirmed once we have accepted the request and provided a confirmation message or written acceptance.

We may ask for photographs, property details, or additional information before confirming a booking, especially where the work is specialist, time-sensitive, or outside the scope of a standard visit. Any quotation given before inspection is based on the details supplied by you. If those details are incomplete or materially different from the actual circumstances on the day, we may adjust the price, alter the duration, or decline to proceed until revised terms are agreed.

By booking a Cleaner Hackney service, you confirm that you either own the property or have the authority to permit the work. You are responsible for ensuring that the property is accessible at the agreed time and that any pets, hazards, fragile items, or restricted areas are properly disclosed. If access is not available, or if conditions make the work unsafe or impractical, the appointment may be delayed, shortened, rescheduled, or cancelled at our discretion, subject to any applicable charges.

2. Service Scope and Customer Responsibilities

The scope of a cleaning service will be limited to the tasks agreed at the time of booking or confirmed in writing afterwards. Unless otherwise stated, our services do not include repair work, heavy lifting, specialist restoration, treatment of hazardous materials, or works that require licences, permits, or specialist trade qualifications. A Hackney cleaning company may offer a range of services such as regular domestic cleaning, deep cleaning, end-of-tenancy cleaning, and related tasks, but the exact scope must always be confirmed in advance.

You agree to provide a safe working environment. This includes keeping the premises reasonably free from violence, harassment, threats, unsafe structural conditions, exposed wiring, biological hazards, or aggressive animals. You must also ensure that adequate utilities are available where needed, including water, electricity, and lighting. If the premises are excessively dirty, contaminated, or otherwise materially different from a standard domestic condition, additional time, equipment, or specialist treatment may be required and charged separately.

We may refuse to handle items or areas that we consider unsafe, unlawful, unhygienic, or beyond the agreed service. This includes, without limitation, needles, sharps, drug-related waste, asbestos, mould removal beyond surface cleaning, or waste classified as hazardous under applicable law. A cleaner in Hackney will use reasonable care and skill, but you remain responsible for removing valuables, sensitive documents, cash, and irreplaceable personal items before work begins.

3. Payments and Charges

Prices may be provided as fixed fees, hourly rates, or estimates depending on the nature of the work. Unless expressly agreed otherwise, all prices are quoted in pounds sterling and may be subject to VAT where applicable. A quotation is valid only for the period stated in it, or if no period is stated, for a reasonable time. We reserve the right to revise a quote if the service requirements change or if the customer provides incomplete or inaccurate information.

Payment terms will be set out at the time of booking or on the invoice. We may require a deposit, prepayment, card pre-authorisation, or full payment in advance for certain appointments. Unless otherwise agreed, payment is due immediately upon completion of the service. If an invoice is issued, it must be paid by the stated due date. Failure to pay on time may result in recovery action, suspension of future bookings, and any lawful late-payment charges or interest permitted under UK law.

Where an appointment extends beyond the expected duration due to additional work requested by you, access issues, unusual property condition, or the discovery of extra cleaning requirements, we may charge an additional amount calculated by reference to the agreed rate. Any extra charges should be authorised by you wherever reasonably possible before the additional work is carried out. A Cleaner Hackney cleaning appointment will not be deemed complete until the agreed service has been delivered to the extent reasonably possible in the circumstances.

4. Cancellations, Rescheduling, and Non-Attendance

If you wish to cancel or reschedule a booking, you must notify us as soon as possible. The amount of notice required and any cancellation fee may depend on the type of service, the booking value, and whether staff, equipment, or materials have already been allocated. For standard appointments, cancellations made with reasonable notice may be free of charge, but late cancellations or same-day changes may incur a fee to cover lost time and administration.

If we arrive at the property and are unable to gain access, or if the work cannot proceed because the property is not ready, unsafe, or materially different from what was described, the appointment may be treated as a late cancellation or a failed visit. In such cases, you may still be charged in full or in part. Where we need to cancel or reschedule due to illness, emergency, weather, staffing, equipment failure, or other reasons beyond our control, we will aim to give notice and offer an alternative date where reasonably possible.

You acknowledge that Cleaner Hackney may need to rearrange a service in the interests of safety, quality, or legal compliance. Any deposit paid in advance may be non-refundable in whole or in part if work has already been reserved, preparatory costs incurred, or a cancellation occurs within the applicable notice period. Nothing in these terms affects your statutory rights where cancellation rights arise under consumer law and are not excluded by law.

5. Liability and Limitations

We will carry out the cleaning service with reasonable skill and care. However, except where prohibited by law, our liability is limited to losses that are a foreseeable result of our breach of contract or negligence. We are not responsible for pre-existing damage, wear and tear, hidden defects, manufacturing faults, poor installation, or damage caused by unsuitable materials or customer instructions. If an item or surface is fragile, delicate, antique, or high-value, you should notify us before work begins.

To the fullest extent permitted by law, we are not liable for indirect, consequential, or economic losses, including loss of profits, loss of opportunity, or business interruption. Where we are liable for damage to property caused directly by our negligence, our liability may be limited to the reasonable cost of repair or replacement, subject to proof and reasonable mitigation. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded under UK law.

You must notify us of any alleged damage, loss, or issue as soon as reasonably practicable and in any event within a reasonable period after the service has been completed. You should provide photographs, a description of the issue, and any supporting information we may reasonably request. Failure to notify us promptly may affect our ability to investigate and may limit any remedy. A Hackney cleaner service will not be responsible for items left exposed, unsecured, or inadequately protected by the customer.

6. Waste Regulations and Disposal

Any waste removed during a cleaning appointment will be handled in accordance with applicable UK waste laws, environmental rules, and local disposal requirements. We do not unlawfully transport, store, or dispose of controlled, hazardous, or prohibited waste. Where waste removal is included as part of the service, it will generally relate only to ordinary household or office waste that can be lawfully handled through standard disposal routes.

You must inform us in advance if the property contains items that may be treated as hazardous, contaminated, clinical, or specialist waste. This includes chemicals, sharps, biohazards, infestations, bodily fluids, paint, solvents, asbestos-related materials, or electronic waste requiring special handling. If such waste is discovered during a visit, we may stop work immediately, seek further instructions, or require specialist removal. Additional charges may apply where lawful and reasonable.

Any items removed from the property remain your responsibility unless we have expressly agreed in writing to arrange disposal as part of the service. Where disposal is carried out by us or by an approved third party, you agree that we may rely on the information you provide about the nature of the waste. You must not ask us to breach environmental law, fly-tip, mix waste unlawfully, or dispose of restricted materials in a way that would place us in breach of our legal obligations.

7. Standards, Access, and Service Conditions

We will use reasonable efforts to provide a consistent and professional cleaning service, but the final result may depend on time, condition, available equipment, and the nature of the surfaces involved. Some marks, stains, limescale, odours, ingrained grime, and previous poor maintenance may not be removable by standard cleaning methods. If specialist treatment is required, we will discuss the options with you where feasible.

You agree to grant reasonable access to the property at the agreed time. If a key, code, or other access method is provided, you are responsible for ensuring it works correctly. Where a booking depends on entry by a third party, concierge, landlord, or managing agent, you must make suitable arrangements in advance. Delays caused by access issues may reduce the time available for cleaning and may still be chargeable.

We may bring our own equipment and cleaning materials unless otherwise stated. If you ask us to use specific products, we may decline if those products are unsafe, unsuitable, or incompatible with the surfaces involved. We may also stop work if we discover a risk of contamination, an unreasonable request, or conditions that could compromise the health and safety of staff or occupants.

8. Complaints, Changes, and Governing Law

If you are dissatisfied with any aspect of the service, you should notify us promptly and give us a reasonable opportunity to review the issue. Where appropriate, we may offer a corrective visit, partial refund, or other fair remedy, depending on the circumstances and subject to our findings. Any complaint must be raised in good faith and supported by relevant details so that we can assess it properly.

We may update these Terms and Conditions from time to time to reflect changes in law, business practice, or the services we offer. The version in force at the time of your booking will normally apply to that booking unless a later change is required by law or is expressly agreed between us. If any provision is found to be unlawful, invalid, or unenforceable, the remaining provisions will continue in full force and effect.

These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless mandatory consumer law provides otherwise. By using Cleaner Hackney, you confirm that you have read, understood, and agreed to these terms.