Hounslow Cleaners Service Terms and Conditions
These Terms and Conditions set out the basis on which Hounslow Cleaners provides cleaning services to domestic and commercial customers. By making a booking or allowing work to proceed, you agree to be bound by these Terms and Conditions. Please read them carefully before placing any booking.
1. Definitions
In these Terms and Conditions, the following definitions apply:
Customer means the individual, firm, or company who makes a booking with Hounslow Cleaners for cleaning services.
Company means Hounslow Cleaners, the provider of the cleaning services.
Services means any cleaning service or related service provided by the Company to the Customer, including but not limited to regular domestic cleaning, one-off cleaning, end of tenancy cleaning, office cleaning, deep cleaning, and specialist cleaning as agreed.
Premises means the property or properties specified by the Customer at which the Services are to be carried out.
Cleaner means any employee, subcontractor, or representative engaged by the Company to perform the Services.
2. Scope of Services
The Company will provide the Services as described at the time of booking and confirmed in the booking confirmation. The exact tasks, duration, and schedule of the Services will depend on the service type selected by the Customer, such as regular cleaning, deep cleaning, end of tenancy cleaning, or commercial cleaning.
Unless otherwise agreed in writing, the Services include general cleaning tasks such as dusting, vacuuming, mopping, surface cleaning, bathroom and kitchen cleaning, and other routine cleaning duties. The Company reserves the right to refuse any work that is unsafe, unlawful, or outside the agreed scope of Services.
Any additional tasks requested by the Customer outside the initial agreement may be charged at an additional rate and must be confirmed by the Company before they are carried out.
3. Booking Process
Bookings can be made by the Customer by contacting the Company and providing the required information about the Premises, preferred dates and times, and the type of Services requested. The Customer must provide accurate and complete information to enable the Company to offer an appropriate service and quotation.
All bookings are subject to availability and are not confirmed until the Customer receives a booking confirmation from the Company. The Company may request further details or clarification before confirming the booking, especially for larger properties, commercial premises, or specialised cleaning services.
The Company may offer either a fixed price based on the information supplied or an hourly rate. Where a fixed price is given, it is based on the information provided by the Customer; if that information is incomplete or inaccurate, or if the state of the Premises differs significantly from what was described, the Company reserves the right to adjust the price or amend the scope of Services.
4. Access to the Premises
The Customer is responsible for providing safe and reasonable access to the Premises at the agreed time. This includes arrangements for keys, entry codes, parking permissions, and access to necessary facilities such as electricity, water, lighting, and, where relevant, lifts or stairways.
If the Cleaner is unable to gain access to the Premises at the agreed time due to circumstances within the Customer’s control, the Company may charge the Customer a missed appointment fee or the full cost of the booked Services, at the Company’s discretion.
The Customer is responsible for ensuring that the Premises are safe for the Cleaner to work in. The Company reserves the right to refuse or suspend Services if the Premises are unsafe, unsanitary to an extreme degree, or if there is a risk to the health and safety of the Cleaner.
5. Customer Obligations
The Customer agrees to:
Provide accurate information about the Premises and the required Services.
Ensure access to the Premises at the agreed time and date.
Provide a safe working environment, including informing the Company of any hazards, security systems, or special instructions for the Premises.
Secure and store any valuables. The Company does not accept responsibility for items that have not been safely stored or that are left in vulnerable locations.
Not directly employ or engage the Cleaner independently of the Company for any cleaning services during the period of engagement and for a reasonable period thereafter, unless expressly agreed in writing with the Company and subject to any applicable fee for introduction or loss of business.
6. Equipment and Cleaning Materials
Unless otherwise agreed, the Company will supply appropriate cleaning products and equipment necessary to perform the Services. Where the Customer provides products or equipment, it is the Customer’s responsibility to ensure they are in full working order, safe to use, and suitable for the requested cleaning tasks.
The Company is not liable for any damage caused by cleaning products or equipment supplied by the Customer, including any adverse reactions on surfaces, fabrics, or finishes, where the Company has used those products in accordance with the instructions provided.
7. Prices and Payments
All prices are quoted in pounds sterling and are inclusive or exclusive of any applicable taxes as stated at the time of booking. The Company reserves the right to revise its rates from time to time, but any such changes will not affect confirmed bookings that have already been accepted, except as provided where the scope of work has changed or the information provided was inaccurate.
Payment terms will be confirmed at the time of booking. The Company may require full or partial payment in advance, particularly for one-off services, deep cleaning, end of tenancy cleaning, or large commercial jobs. For regular ongoing Services, payment may be due on the day of service or on a periodic basis as agreed.
Payments may be made by the methods accepted by the Company at the time of booking. The Customer is responsible for ensuring that timely payment is made. If payment is not received by the due date, the Company reserves the right to suspend or cancel future services and to charge interest or late payment fees as permitted by applicable law.
8. Cancellations, Rescheduling, and Missed Appointments
The Customer may cancel or reschedule a booking by giving reasonable notice to the Company. The minimum notice period for cancellation or rescheduling will be stated at the time of booking. Where the Customer cancels or changes an appointment with less than the required notice, the Company reserves the right to charge a cancellation fee, which may be up to the full cost of the booked Services.
If the Cleaner is unable to attend due to circumstances beyond the control of the Company, such as severe weather, transport disruptions, or illness, the Company will notify the Customer as soon as reasonably practicable and offer to reschedule the appointment. The Company will not be liable for any loss arising from such delays or cancellations beyond the provision of a rescheduled service or, where appropriate, a refund of any pre-paid sums for Services not carried out.
If the Cleaner arrives and cannot gain access to the Premises, or if the work cannot be carried out due to issues within the Customer’s control, this may be treated as a late cancellation and charged accordingly.
9. Quality, Complaints, and Rectification
The Company aims to provide Services to a professional standard. If the Customer is dissatisfied with any aspect of the Services, the Customer must inform the Company as soon as possible, and in any event within a reasonable time after the Services have been provided.
Where a complaint is justified and relates directly to the quality of the Services, the Company may, at its discretion, offer to rectify the issues by arranging for a Cleaner to return to the Premises to re-clean the affected areas, or may offer an appropriate partial refund or discount. The Customer must allow the Company the opportunity to inspect and rectify any issues before undertaking any remedial actions with another provider.
10. Liability and Insurance
The Company holds appropriate insurance cover for public liability and, where applicable, employer’s liability. Details of the cover can be made available upon request.
While the Company takes reasonable care in providing the Services, it does not accept responsibility for normal wear and tear, pre-existing damage, or inherent defects in surfaces, fabrics, or materials that may become apparent or be worsened by the provision of the Services.
The Company’s total liability to the Customer in respect of any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall not exceed the total fee paid or payable for the specific booking during which the incident occurred, except where such limitation is not permitted by law.
The Company does not exclude or limit its liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot be excluded or limited under UK law.
11. Waste Handling and Environmental Regulations
The Company will handle and dispose of waste arising from the cleaning process in accordance with applicable waste and environmental regulations in the United Kingdom. This may include the separation of general waste and recyclable materials where facilities are available at the Premises.
The Customer is responsible for informing the Company of any hazardous or controlled waste present at the Premises. The Company does not ordinarily handle hazardous materials such as asbestos, clinical waste, chemical waste, or other regulated substances. Where such materials are identified, the Company may refuse to provide Services in the affected areas and will advise the Customer to engage a specialist contractor.
Large volumes of waste removal, such as during substantial clearances or after refurbishment, are not included in standard cleaning Services unless expressly agreed in writing. Additional charges may apply for any waste removal beyond normal household or office waste produced during cleaning.
12. Damage, Loss, and Breakages
The Customer must notify the Company of any alleged damage, loss, or breakage as soon as reasonably practicable after the Services have been provided and in any event within a reasonable period. Where possible, supporting information should be provided.
If it is established that the damage was caused by the fault or negligence of the Cleaner in the course of providing the Services, the Company may, at its discretion, repair the item, replace it with an item of similar value and quality, or offer a financial settlement subject to the limitations of liability stated in these Terms and any applicable insurance policy.
The Company is not liable for damage caused by faulty or unsecured items, fragile or inherently unstable objects, or for any deterioration or loss arising from normal use or age of items at the Premises.
13. Confidentiality and Data Protection
The Company will treat all personal information supplied by the Customer in connection with the Services as confidential and will process such information in accordance with applicable data protection laws in the United Kingdom.
Personal data will be used only for the purposes of managing bookings, providing the Services, maintaining customer records, and fulfilling legal obligations. The Company will take reasonable steps to protect personal information from unauthorised access, disclosure, alteration, or destruction.
14. Amendments to Terms and Conditions
The Company may amend these Terms and Conditions from time to time to reflect changes in law, business practices, or the nature of the Services. The updated terms will be made available by the Company, and any changes will apply to new bookings from the date the revised terms take effect. Existing confirmed bookings will be governed by the Terms and Conditions in force at the time of booking, unless otherwise agreed.
15. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the Services provided, shall be governed by and construed in accordance with the laws of England and Wales.
The parties 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 their subject matter.
By placing a booking with Hounslow Cleaners and allowing the Services to proceed, the Customer confirms that they have read, understood, and agreed to these Terms and Conditions.
