Cleaner Hackney Terms and Conditions of Service

These Terms and Conditions set out the basis on which Cleaner Hackney provides cleaning and related services to domestic and commercial customers. By booking or receiving any service from Cleaner Hackney, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.

1. Definitions

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

Client means any individual, business, or organisation that requests or receives services from Cleaner Hackney.

Company means Cleaner Hackney, the provider of the services.

Services means any cleaning, housekeeping, end of tenancy cleaning, office cleaning, deep cleaning, waste-related handling in the course of cleaning, or any other related services supplied by the Company to the Client.

Cleaner means any person assigned by the Company to carry out the Services.

Premises means the property or location at which the Services are to be carried out.

Agreement means the contract between the Company and the Client, formed when a booking is accepted in accordance with these Terms and Conditions.

2. Scope of Services

The Company provides domestic and commercial cleaning services within its operational service area. The specific tasks to be performed at each visit will be as agreed at the time of booking or as subsequently confirmed by the Company in writing.

Unless expressly agreed otherwise, the Services do not include professional trade services such as electrical work, plumbing, gas work, structural maintenance, pest control, or other specialist services that require separate qualification or licensing.

The Company reserves the right to refuse any task that, in its reasonable opinion, is unsafe, unlawful, or falls outside the normal scope of cleaning services.

3. Booking Process

Bookings may be requested through the Company’s online booking system or other channels made available by the Company from time to time. A booking request is an offer to purchase Services and does not create a binding Agreement until it is accepted by the Company.

The Company will confirm acceptance of a booking by sending a booking confirmation or other written confirmation outlining the date, time, and nature of the Services. Only at this point is an Agreement formed.

The Client is responsible for providing accurate and complete information when requesting a booking, including the size and condition of the Premises, any access restrictions, and any special requirements. The Company may adjust the quoted price or required duration of the visit if the information provided was incomplete or materially inaccurate.

The Company reserves the right to decline any booking request without giving a reason.

4. Access to the Premises

The Client must ensure that the Premises are accessible at the agreed time of the booking and that the Cleaner can carry out the Services safely and without unnecessary interruption.

Where keys, key codes, or access fobs are provided to the Company, it is the Client’s responsibility to ensure that they function correctly and provide the necessary access. The Company accepts no liability for delays or incomplete Services arising from issues with access provided by the Client.

If the Cleaner is unable to gain access to the Premises at the agreed time, or is turned away, the visit may be treated as a late cancellation and the cancellation charges set out in these Terms and Conditions may apply.

5. Client Obligations

The Client must provide a safe working environment for the Cleaner and must disclose any known hazards at the Premises, including but not limited to loose wiring, broken glass, hazardous materials, or aggressive animals.

The Client is responsible for securing or removing any valuable, fragile, or irreplaceable items before the Cleaner attends. The Company recommends that personal documents, jewellery, cash, and high value items are stored securely during cleaning visits.

The Client must ensure that there is running water, electricity, adequate lighting, and, where necessary, heating available for the Cleaner to perform the Services.

6. Cleaning Materials and Equipment

Unless otherwise agreed, the Company will supply cleaning products and portable equipment reasonably required to perform the Services.

If the Client prefers the use of particular products or equipment, this must be agreed in advance. The Client is responsible for ensuring that any Client-supplied products or equipment are safe, suitable for purpose, and in good working order. The Company accepts no liability for any damage arising from the use of products supplied or specified by the Client.

7. Pricing and Quotations

Prices for Services may be provided as hourly rates, fixed fees, or packages. All pricing information communicated by the Company is provided in good faith based on the information supplied by the Client.

The Company reserves the right to revise any quotation or agreed price if the information provided by the Client was inaccurate, if the condition of the Premises is materially different from what was described, or if additional tasks are requested. The Company will inform the Client and seek approval before carrying out work that would incur additional charges.

8. Payments

Payment terms will be communicated at the time of booking. The Company may require full or partial payment in advance to secure a booking.

Accepted payment methods may include card payments, bank transfers, or other methods notified by the Company. The Client must ensure that payment details provided are valid and that sufficient funds are available.

For recurring Services, the Client authorises the Company to take regular payments in accordance with the agreed schedule. The Client must notify the Company promptly of any change to billing details.

Where Services are provided on credit terms, invoices must be paid by the due date stated. The Company reserves the right to charge interest on overdue invoices at the statutory rate applicable under the law of England and Wales and to suspend Services until full payment is received.

9. Cancellations, Rescheduling, and No-Show Policy

The Client may cancel or reschedule a booking by giving notice to the Company. Unless otherwise agreed:

If the Client cancels or reschedules with more than 48 hours notice before the scheduled start time, no cancellation fee will usually apply.

If the Client cancels or reschedules with less than 48 hours notice, the Company may charge a cancellation fee which may be up to the full amount of the scheduled visit.

If the Cleaner attends the Premises and is unable to gain access, or is denied access, the visit may be treated as cancelled on arrival and the full fee for that visit may be charged.

The Company reserves the right to cancel or reschedule Services at any time in the event of staff illness, operational issues, safety concerns, or other circumstances beyond its reasonable control. The Company will use reasonable efforts to notify the Client and to offer an alternative appointment. In such cases the Company will not be liable for any loss arising from cancellation or rescheduling.

10. Service Standards and Complaints

The Company aims to provide Services with reasonable care and skill. If the Client is dissatisfied with any aspect of the Services, they must notify the Company as soon as reasonably possible and in any event within 48 hours of completion of the relevant visit.

Where a complaint is justified, the Company may, at its discretion, offer to re-clean the affected area, issue a partial refund, or provide a credit toward future Services. This will be the Client’s sole and exclusive remedy in respect of the complaint.

The Company is not obliged to investigate or remedy any issue reported more than 48 hours after the Services were provided, as subsequent use of the Premises and natural accumulation of dust or dirt may affect the condition of the property.

11. Liability and Insurance

The Company will maintain appropriate public liability and employer’s liability insurance in connection with the provision of the Services.

While the Company takes reasonable care in the performance of the Services, the Company’s total aggregate liability to the Client arising out of or in connection with the Agreement, whether in contract, tort, or otherwise, shall be limited to the lesser of the total fees paid by the Client for the specific visit during which the incident occurred, or any applicable policy limit imposed by the Company’s insurer.

The Company shall not be liable for any indirect or consequential loss, loss of profit, loss of business, loss of opportunity, or loss of goodwill arising out of or in connection with the Services.

The Company is not liable for pre-existing damage, wear and tear, defects in materials or surfaces, or any damage that results from the use of cleaning products in accordance with manufacturers instructions.

The Client must report any alleged loss or damage as soon as reasonably practicable and provide supporting evidence. Failure to report alleged damage promptly may affect the ability of the Company to investigate and may limit any remedy available.

12. Waste Handling and Environmental Regulations

In the course of providing cleaning Services, the Company may handle domestic and office waste generated at the Premises, such as general refuse, recyclables, and non-hazardous waste normally arising from day-to-day use of the property.

The Company will comply with applicable waste and environmental regulations when handling or disposing of waste. However, the Services do not include the collection, transport, or disposal of controlled, hazardous, clinical, or specialist waste unless expressly agreed and carried out in accordance with applicable law.

The Client is responsible for notifying the Company in advance of any waste or materials at the Premises that may be hazardous or subject to special handling or disposal requirements. The Company reserves the right to refuse to handle any waste that it reasonably believes may be hazardous or not suitable for normal domestic or office waste streams.

The Client remains responsible for arranging appropriate collection and disposal of waste that falls outside the normal scope of cleaning services. The Company accepts no liability for any penalties, enforcement action, or environmental harm arising from waste that the Client fails to declare or arrange for lawful disposal.

13. Health and Safety

The Company is committed to operating in a manner that protects the health, safety, and welfare of its staff, Clients, and others who may be affected by the Services.

The Cleaner may refuse to undertake any activity that, in their reasonable judgment, poses an unacceptable risk to health or safety. This may include tasks at excessive height, handling substances without suitable information or equipment, or working in areas that are structurally unsafe.

The Client must not request or insist on any task being carried out in a way that breaches health and safety requirements or any relevant regulations.

14. Property Security and Keys

Where the Company holds keys or access details for a Client’s Premises, reasonable steps will be taken to store and use them securely. Keys will be coded and kept separate from any information that identifies the address of the Premises.

The Company accepts no liability for loss arising from keys or access devices that are lost or stolen outside its control, or due to faulty locks or security systems at the Premises.

15. Force Majeure

The Company shall not be in breach of the Agreement nor liable for delay in performing, or failure to perform, any of its obligations if such delay or failure results from events, circumstances, or causes beyond its reasonable control. This may include extreme weather, natural disasters, acts of terrorism, public health restrictions, utility outages, or transport disruptions.

16. Variation and Termination

The Company may amend these Terms and Conditions from time to time. The updated Terms and Conditions will apply to all new bookings made after the date they are published or communicated. Existing bookings will continue under the terms in force when they were confirmed, unless otherwise agreed.

Ongoing service arrangements may be terminated by either party by providing any notice period agreed at the outset of the arrangement, or if no period was agreed, by providing reasonable notice. The Company reserves the right to terminate the Agreement immediately where the Client is in material breach, including but not limited to non-payment, abusive behaviour, or unsafe conditions at the Premises.

17. Data Protection and Confidentiality

The Company will handle personal information in accordance with applicable data protection laws. Information provided by the Client will be used for the purpose of managing bookings, providing Services, processing payments, and fulfilling legal or regulatory obligations.

The Company will take reasonable steps to keep Client information confidential and secure, and will not disclose such information to third parties except as required to deliver the Services, to meet legal obligations, or with the consent of the Client.

18. Governing Law and Jurisdiction

These Terms and Conditions, and any dispute or claim arising out of or in connection with the Agreement or its subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

The parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by the Company.

19. Entire Agreement

These Terms and Conditions, together with any confirmed booking details and written variations agreed by the Company, constitute the entire agreement between the Client and the Company relating to the provision of the Services and supersede all previous discussions, correspondence, or understandings between the parties.

By placing a booking with Cleaner Hackney, the Client confirms that they have read, understood, and agree to be bound by these Terms and Conditions.