Hammersmith Cleaners Terms and Conditions

Welcome to the service terms and conditions for Hammersmith Cleaners. These terms set out the basis on which domestic and commercial cleaning services are provided, booked, managed and completed. By placing a booking, confirming an appointment, or allowing our cleaners to begin work, you agree to these terms in full. They are intended to be clear, fair and practical, and to explain the responsibilities of both the customer and the service provider. Please read them carefully before arranging any cleaning service.

Hammersmith Cleaners provides professional cleaning services on the understanding that every property, job and instruction may differ. Our service may include routine cleaning, deep cleaning, specialist cleaning tasks and related add-on services, depending on availability and the agreed scope of work. The exact contents of the service will be confirmed during the booking process. Any special requests should be disclosed in advance so that we can assess whether they can be included, priced appropriately and completed safely.

These Hammersmith Cleaners terms apply to all bookings unless we have agreed a separate written arrangement. They are designed to protect both parties by setting expectations about what will happen before, during and after a service visit. If any part of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply to the fullest extent permitted by law.

Booking Process

The booking process begins when the customer provides the required details about the property, the type of cleaning needed, the preferred date, and any special requirements. We may ask for photographs, access information, or clarification regarding the condition of the premises in order to give an accurate quotation or estimate. A booking is not confirmed until we have accepted the request and, where applicable, received any required deposit or prepayment. We reserve the right to decline a booking if the requested service falls outside our normal operating scope, cannot be scheduled safely, or would require specialist equipment or qualifications not available at the time.

When confirming a cleaning service, the customer must ensure that all information supplied is correct and complete. This includes the address, access arrangements, parking restrictions, security codes, pets, hazards, fragile items and any areas that should not be cleaned. If the information supplied is inaccurate or incomplete, the service may be delayed, adjusted or cancelled, and additional charges may apply where extra time or labour is required. The customer is responsible for making sure that the property is ready for the agreed work, including basic access to water, electricity and safe entry where needed.

Any quotation or estimate provided by Hammersmith Cleaners is based on the information supplied at the time of booking and may be revised if the actual conditions differ materially from those described. This is especially relevant where the property is larger than stated, has heavier soiling, requires additional rooms, or involves specialist surfaces or difficult access. We will make reasonable efforts to inform the customer before proceeding with any material change to the price or time required.

Payments and Pricing

All prices are stated in pounds sterling unless otherwise agreed. The total amount payable may depend on the service type, duration, frequency, and any added extras. For certain bookings, payment may be required in advance; for others, payment may become due upon completion of the service. We accept the payment methods notified at the time of booking. If a deposit is requested, it may be non-refundable except where cancellation is due to our fault or where required by law. Any unpaid balance must be cleared promptly and in full.

Customers agree to pay all charges associated with the confirmed cleaning appointment, including any reasonable additional charges arising from changes made after booking, inaccurate information, extended working time, or special handling requirements. If a job takes longer than expected because the property differs from the description provided, we may adjust the final invoice accordingly. We aim to keep pricing transparent and proportionate, and we will only charge for genuinely additional work or agreed extras.

Where a Hammersmith cleaning service is booked on a recurring basis, the pricing model may reflect the frequency of visits, seasonal changes in demand, or the level of service agreed. We may revise our prices from time to time, but any revised pricing will not affect a booking already confirmed unless the customer agrees to the change or the booking details materially alter. Failed payments, chargebacks without valid grounds, or delayed settlement may result in suspension of future bookings and recovery of reasonable costs incurred in collecting outstanding sums.

Cancellations, Rescheduling and Access

Customers may cancel or reschedule a booking by giving reasonable notice. If notice is given within the period specified at booking confirmation, no cancellation fee may apply. If notice is given too late, or if a cleaner arrives but cannot carry out the work because access is unavailable or the property is unsuitable, we may charge a late cancellation, wasted visit or call-out fee to cover lost time and travel. The exact fee may depend on the length and type of appointment.

We understand that plans can change, and we will try to accommodate reasonable amendments where possible. However, repeated short-notice changes may affect availability and may lead to revised terms for future bookings. If we need to reschedule due to circumstances beyond our control, including illness, severe weather, transport disruption or safety concerns, we will use reasonable efforts to offer an alternative appointment. Any payment already made for a cancelled service will be handled in line with the reason for cancellation and the applicable law.

Hammersmith Cleaners is not responsible for delays or service failures caused by the customer’s failure to provide access, correct directions, entry codes, parking details or relevant instructions. The customer must ensure that someone authorised to grant access is present if needed, or that secure access arrangements are in place. If a cleaner is unable to enter the property within a reasonable time, the appointment may be treated as cancelled by the customer.

Service Standards, Liability and Property Care

We aim to provide a professional and careful cleaning service, but certain risks are inherent when working in occupied properties and with a wide range of materials, fittings and appliances. Customers should remove or secure valuable, fragile or sentimental items before the visit if there is any risk of accidental disturbance. We accept responsibility only for direct loss or damage caused by our proven negligence, and not for pre-existing wear, hidden defects, unsuitable maintenance, or damage resulting from the condition of the item itself.

Our cleaners will take reasonable care while working, but we are not liable for items that are inadequately fixed, already damaged, unstable, defective, or likely to be affected by standard cleaning methods. Customers should notify us of any delicate materials, specialist finishes, antique surfaces, electrical hazards, or areas requiring particular caution. If we believe that a requested task could cause damage or create a safety risk, we may refuse to perform it or may recommend a safer alternative method.

To the fullest extent permitted by law, Hammersmith Cleaners shall not be liable for indirect or consequential losses, loss of profit, loss of opportunity, or any business interruption arising from the use of our services. 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. Where liability is accepted, it will normally be limited to the amount paid for the relevant service, unless the law requires otherwise.

Customer Responsibilities

The customer must provide a safe working environment and ensure that the property is reasonably free from hazards. This includes informing us about loose wiring, broken glass, aggressive animals, pest issues, slippery floors, or any health and safety concern that may affect the cleaning team. The customer must also ensure that children, pets and other occupants do not interfere with the work in a way that creates risk or prevents completion. If the property contains items or substances requiring specialist handling, this must be disclosed before the appointment.

Where the service involves the use of the customer’s own equipment, products or appliances, the customer accepts responsibility for ensuring that these are suitable, safe and in working order. We may decline to use products that appear unsafe, poorly labelled or unsuitable for the intended surface. If the customer asks us to use a particular product and damage occurs because the product was faulty, incorrectly labelled, or not appropriate for the surface, we will not be responsible for the resulting loss.

Customers must inspect the completed work promptly and raise any concerns within a reasonable time. If an issue is reported, we may request supporting information, photographs or access to the property so that we can assess the matter. Any remedy offered will depend on the circumstances and may include re-attendance, partial refund or another appropriate resolution at our discretion, subject always to applicable consumer law.

Waste Regulations and Disposal

All waste handling connected with a Hammersmith Cleaners appointment must comply with applicable waste regulations and environmental requirements. Our standard service does not include the removal of controlled, hazardous or clinical waste unless we have expressly agreed to do so and can lawfully handle it. The customer must not require cleaners to move, carry or dispose of hazardous materials, chemicals, needles, asbestos, biological waste, or any item that requires specialist disposal licensing or procedures.

Where general waste is collected as part of the agreed cleaning task, it must be packaged and disposed of in line with local rules and the customer’s available waste facilities. We may decline to remove waste that is excessive, contaminated, offensive, sharp, bulky or otherwise unsuitable for ordinary domestic disposal. If disposal requires extra labour, additional bags, transport arrangements or lawful processing, an extra charge may apply, and the work will only be undertaken where it is safe and permitted.

Customers remain responsible for ensuring that their waste is separated correctly and that any restricted items are not mixed with ordinary refuse. We reserve the right to stop work immediately if we discover materials that could breach health, safety or environmental obligations. In such circumstances, the appointment may be amended or terminated without liability on our part for any resulting delay or inconvenience.

Complaints, Force Majeure and Governing Law

If the customer has a complaint regarding the service, the matter should be raised as soon as reasonably possible so that we can investigate and address it in a fair and timely way. We may ask for relevant details to help us understand what happened, including the date of the visit, the service requested, and any evidence of the issue. We will act reasonably and in good faith when considering any complaint, but any outcome will depend on the facts and the applicable legal position.

We are not responsible for delays, non-performance or partial performance caused by events outside our reasonable control. These may include severe weather, transport failure, strikes, utility outages, fire, flood, public emergencies, acts of government, or other similar events. If such circumstances arise, we may suspend, postpone or cancel the affected service without liability for indirect losses. We will aim to notify customers as soon as reasonably practicable and, where possible, offer an alternative arrangement.

These terms and any dispute or claim arising from 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, except where consumer law provides otherwise. By using the services of Hammersmith Cleaners, you confirm that you understand and accept these terms and agree that they form the basis of the service relationship between us and the customer.