Terms And Conditions
Deep Cleaning Hampstead Service Terms and Conditions
These Terms and Conditions govern the provision of cleaning services by Deep Cleaning Hampstead to residential and commercial customers. By booking or receiving any cleaning service, you agree to be bound by these Terms and Conditions. Please read them carefully before placing a booking.
1. Definitions and Interpretation
In these Terms and Conditions, the following definitions apply:
Client means the individual or organisation purchasing cleaning services from Deep Cleaning Hampstead.
Company means Deep Cleaning Hampstead, the provider of the cleaning services.
Services means the cleaning services supplied by the Company, including deep cleaning, end of tenancy cleaning, regular domestic cleaning, commercial cleaning and any related services agreed in writing.
Booking means a confirmed appointment for Services, whether made online, by message or by any other written confirmation method used by the Company.
Premises means the property or properties where the Services are to be carried out.
Terms means these Service Terms and Conditions, as amended from time to time.
2. Scope of Services
The Company will provide the Services as described in the booking confirmation or agreed service specification. The scope may include deep cleaning of kitchens, bathrooms, living areas, bedrooms, common areas, and other specified spaces at the Premises.
Any additional tasks requested by the Client that fall outside the agreed specification may incur extra charges and will be subject to the Company’s approval and availability.
The Company reserves the right to refuse or discontinue any Services where the Premises present health and safety risks, contain hazardous materials, or are otherwise unsuitable for the performance of the Services in a safe and lawful manner.
3. Booking Process
All bookings are subject to availability and acceptance by the Company. A booking will be considered confirmed only when the Client has received a written confirmation from the Company specifying the date, approximate arrival time or time window, type of service and any applicable charges.
The Client is responsible for providing accurate information regarding the size, condition and layout of the Premises, as well as any specific cleaning requirements. The Company may adjust the quoted price or recommend changes to the duration or scope of Services if the information provided is inaccurate or incomplete.
The Company may request photographs or descriptions of the Premises to assess the level of cleaning required, particularly for deep cleaning and end of tenancy cleaning services.
For certain services, such as large-scale deep cleans or end of tenancy cleans, the Company may require a minimum booking duration or a minimum charge to cover travel time, materials and staff allocation.
4. Access to the Premises
The Client must ensure that the Company’s staff have safe and timely access to the Premises at the agreed time. This may include providing keys, access codes, or arranging for someone to be present to allow entry.
If the Company is unable to gain access to the Premises at the scheduled time, this may be treated as a late cancellation and the Client may be charged in accordance with the cancellation terms set out below.
Where keys are provided to the Company, the Client confirms that they have the authority to grant access and that the keys relate only to the areas agreed for cleaning. The Company will take reasonable care to safeguard keys while in its possession but cannot be held liable for existing security issues or for keys provided that are faulty, mislabelled or otherwise problematic.
5. Client Obligations
The Client agrees to:
Ensure that the Premises are reasonably tidy and accessible so that the Services can be carried out efficiently.
Inform the Company of any fragile items, valuables, or surfaces that require special care or that should not be cleaned using standard cleaning products or methods.
Secure or remove any items of value before the commencement of the Services. The Company will not be responsible for missing items unless there is clear evidence of fault by the Company’s staff.
Provide access to hot and cold water, electricity, lighting and, where necessary, heating, so that the Services can be performed safely and effectively.
6. Pricing and Payments
Prices for the Services will be communicated to the Client before the booking is confirmed. Prices may be based on hourly rates, fixed rates for specific services, or a combination of both, depending on the nature of the work.
All quoted prices are estimates based on the information provided by the Client. The Company reserves the right to revise the price if the actual condition or size of the Premises requires significantly more time, labour or materials than originally anticipated. In such cases, the Client will be informed as soon as reasonably practicable and may choose to accept the revised price or request a reduced scope of work.
Unless otherwise agreed, payment is due upon completion of the Services or in advance for certain bookings. The Company reserves the right to request a deposit for deep cleaning and end of tenancy services or for large or high-value bookings. Deposits are generally non-refundable except where the Company cancels the booking or fails to provide the Services.
The Client agrees to pay all charges in full using the payment methods accepted by the Company. Failure to pay on time may result in additional charges, interest on late payments, and suspension of future services until payment is received.
7. Cancellations and Rescheduling
The Client may cancel or reschedule a booking by providing notice to the Company. The following conditions apply unless otherwise agreed in writing:
If the Client cancels or reschedules more than 48 hours before the scheduled start time, no cancellation fee will normally apply, although any non-refundable deposits may be retained in accordance with the original booking terms.
If the Client cancels or reschedules less than 48 hours but more than 24 hours before the scheduled start time, the Company may charge a cancellation fee of up to 50 percent of the estimated service cost to cover allocated staff time and lost bookings.
If the Client cancels or reschedules less than 24 hours before the scheduled start time, or fails to provide access to the Premises at the agreed time, the Company may charge up to 100 percent of the estimated service cost.
The Company will make reasonable efforts to accommodate rescheduling requests, subject to availability. Rescheduling at short notice may be treated as a cancellation and new booking, at the Company’s discretion.
In the unlikely event that the Company needs to cancel or significantly change a booking, the Client will be offered an alternative appointment or a refund of any amounts paid for Services not provided. The Company will not be liable for any indirect or consequential loss arising from such cancellation, including loss of rent, penalties from landlords or agents, or other third party charges.
8. Service Quality and Complaints
The Company aims to deliver a high standard of cleaning and customer service. If the Client is dissatisfied with any aspect of the Services, they should notify the Company as soon as possible and, in any case, within 24 hours of completion of the Services.
Where a complaint is received within this period and the Company is satisfied, acting reasonably, that the complaint is justified, the Company may offer a re-clean of the affected areas or an appropriate partial refund or discount. Any re-clean will normally be arranged within a reasonable time and during standard operating hours.
The Company is not obliged to provide a re-clean or refund where the complaint arises from circumstances outside its control, where the Client has not followed the Company’s reasonable instructions, or where subsequent use of the Premises has affected the condition of the cleaned areas.
9. Liability and Limitations
The Company will exercise reasonable skill and care in performing the Services. However, the Company’s liability is subject to the following limitations:
The Company will not be liable for normal wear and tear, pre-existing damage, or defects in the Premises or their contents. This includes existing stains, burns, scratches, worn fabrics, loose grout, damaged paint, or other deterioration that may be revealed or become more apparent after cleaning.
The Company will not be liable for damage caused by defective materials, poor installation, or manufacturer defects in surfaces, furnishings, or appliances. The Client is responsible for informing the Company of any surfaces or items that are sensitive or unsuitable for standard cleaning products or methods.
Where the Company is found liable for damage to the Client’s property, the Company’s liability will be limited, at its option, to repairing the damage, replacing the item with one of equivalent value, or paying fair compensation, subject to a reasonable maximum cap linked to the total price of the Services provided on the relevant booking.
The Company will not be responsible for indirect or consequential losses, including but not limited to loss of rent, loss of profit, loss of opportunity, or third party charges incurred by the Client or any other person.
Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.
10. Health, Safety and Waste Regulations
The Company will comply with applicable health and safety regulations when providing the Services. Staff are instructed to use cleaning products and equipment in a safe and responsible manner.
The Client agrees not to request or require the Company’s staff to undertake any action that is unsafe, unlawful, or outside the normal scope of cleaning services. The Company reserves the right to refuse to handle any materials or areas that pose a risk to health or safety.
The Company will dispose of standard household waste arising directly from the cleaning process in accordance with local waste disposal requirements, using appropriate bins and separation methods where feasible. This may include the disposal of general waste, recycling and small amounts of non-hazardous debris.
The Services do not normally include the removal of large quantities of rubbish, bulky items, construction waste, hazardous chemicals, clinical waste or sharp objects. Where such waste is present at the Premises, the Client is responsible for arranging appropriate removal in line with local waste regulations.
The Company will not transport waste off-site unless this has been expressly agreed in advance and complies with applicable waste carrier and disposal regulations. Additional charges may apply for any agreed off-site waste removal.
11. Use of Client Equipment and Utilities
Unless otherwise agreed, the Company will supply its own standard cleaning equipment and materials. If the Client requests that the Company use the Client’s equipment or products, the Client is responsible for ensuring that such items are safe, in good working order, and suitable for the intended use.
The Company will not be liable for damage or inadequate cleaning results arising from the use of Client-supplied equipment or products. The Client should inform the Company of any specific instructions relating to such equipment.
12. Insurance
The Company aims to maintain appropriate insurance cover for its activities, including public liability cover, in line with industry practice. Details of current insurance arrangements may be provided upon reasonable request.
The existence of insurance does not extend or alter the limitations of liability set out in these Terms. Any claim must be notified to the Company without delay and, in any event, within a reasonable time after the Client becomes aware of the issue.
13. Force Majeure
The Company will not be liable for any failure or delay in performing its obligations where such failure or delay results from events or circumstances beyond its reasonable control. This may include, but is not limited to, extreme weather, flooding, fire, public transport disruption, strikes, pandemics, public health restrictions, or other events affecting staff availability or safe access to the Premises.
Where a force majeure event occurs, the Company will notify the Client as soon as reasonably practicable and will seek to rearrange the Services for a mutually convenient time.
14. Privacy and Data Protection
The Company will handle any personal information provided by the Client in accordance with applicable data protection laws. Personal data may be used for the purposes of managing bookings, providing Services, handling payments, and communicating with the Client.
The Company will take reasonable steps to keep personal information secure and will not share it with third parties except where necessary to deliver the Services, comply with legal obligations, or where the Client has given explicit consent.
15. Amendments to These Terms
The Company may update or amend these Terms from time to time to reflect changes in the law, industry practice, or the Company’s operating procedures. The latest version will apply to all new bookings and to ongoing services where the Client has been notified of the changes.
If a Client continues to use the Services after being informed of updated Terms, this will constitute acceptance of the revised Terms.
16. Governing Law and Jurisdiction
These Terms and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.
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, the Services, or their subject matter or formation.
17. Severability
If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed deleted, and the remaining provisions shall continue in full force and effect.
18. Entire Agreement
These Terms, together with any specific service description or written confirmation provided at the time of booking, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings, communications or representations.
By placing a booking with Deep Cleaning Hampstead, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
