Terms And Conditions

Hackney Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Hackney Cleaners provides cleaning services to residential and commercial customers. By booking or using any of our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

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

Customer means the individual or business who requests and purchases cleaning services from Hackney Cleaners.

Company means Hackney Cleaners, the provider of cleaning services.

Services means any cleaning, housekeeping or related services provided by the Company to the Customer.

Premises means the property or properties where the Services are to be performed.

Cleaner means any employee, worker, or subcontractor engaged by the Company to carry out the Services.

2. Scope of Services

The Company provides cleaning services including but not limited to regular domestic cleaning, end of tenancy cleaning, deep cleaning, office and commercial cleaning, and one-off cleaning sessions. The specific Services to be provided will be confirmed at the time of booking and in any written confirmation issued by the Company.

The Company reserves the right to refuse any job which, in its sole discretion, is unsafe, unreasonable, or falls outside the normal scope of professional cleaning services.

3. Booking Process

3.1 Bookings may be made by the Customer through the Companys booking channels as made available from time to time. All bookings are subject to acceptance by the Company.

3.2 At the time of booking, the Customer must provide accurate and complete information, including the address of the Premises, type and size of property, preferred dates and times, and any particular requirements or priorities. The Company relies on this information to estimate the duration and cost of the Services.

3.3 The Company will confirm the booking by issuing a booking confirmation. A binding contract between the Customer and the Company arises only when the Company issues such confirmation.

3.4 The Customer is responsible for ensuring access to the Premises at the agreed time. If the Cleaner is unable to gain access or is delayed due to incorrect instructions or lack of access, the Company may charge a reasonable call-out fee or treat the booking as cancelled by the Customer.

3.5 The Customer must notify the Company as soon as possible of any changes to the booking details, including changes in dates, times, or scope of work. All changes are subject to availability and may result in changes to the quoted price.

4. Pricing and Quotations

4.1 Prices for Services may be provided as hourly rates, fixed prices, or a combination of both, depending on the type of service.

4.2 Any quotation or estimate provided by the Company is based on the information supplied by the Customer and on normal cleaning conditions. The Company reserves the right to revise the price if the information provided was inaccurate or incomplete, or if the condition of the Premises requires significantly more time or work than reasonably anticipated.

4.3 Unless expressly stated otherwise, all prices are in pounds sterling and inclusive of any applicable taxes that the Company is required to collect.

4.4 The Company may update its general price lists from time to time. Any changes will not affect confirmed bookings that have already been accepted by the Company, unless agreed with the Customer.

5. Payments and Invoicing

5.1 Payment is due in accordance with the payment terms communicated at the time of booking and set out in the booking confirmation.

5.2 The Company may require payment in advance for certain services, such as end of tenancy cleaning, one-off deep cleaning, or large commercial work. Where advance payment is required, the booking will not be confirmed until the payment has been received.

5.3 For regular ongoing services, the Company may invoice the Customer on a per-visit, weekly, fortnightly, or monthly basis, as agreed. Payment must be made by the due date specified on the invoice.

5.4 The Company accepts commonly used methods of payment as communicated to the Customer. The Company reserves the right to refuse cash payments at its discretion.

5.5 If payment is not received by the due date, the Company reserves the right to suspend or cancel further Services, and to charge interest on the overdue amount at a reasonable commercial rate until payment is made in full.

5.6 The Customer must raise any queries about an invoice within seven days of the invoice date. After this period, the invoice will be deemed to be accepted.

6. Customer Obligations

6.1 The Customer must provide safe and reasonable access to the Premises, including access to electricity, running water, lighting, and, where relevant, heating.

6.2 The Customer should ensure that the Premises are reasonably free from hazards and that any areas or items requiring special care are clearly identified to the Cleaner in advance.

6.3 The Customer is responsible for securing any valuables prior to the attendance of the Cleaner. The Company does not accept responsibility for loss of cash or valuables that are not safely stored away.

6.4 The Customer must not instruct the Cleaner to undertake any work or use any equipment or products that may be unsafe, illegal, or outside the normal scope of cleaning services.

7. Cleaning Materials and Equipment

7.1 Unless otherwise agreed, the Company will provide its own cleaning materials and equipment for the performance of the Services.

7.2 If the Customer requests or requires the use of their own materials or equipment, they must ensure that such materials and equipment are safe, fit for purpose, and comply with applicable safety regulations. The Company accepts no liability for any damage or injury arising from the use of Customer-supplied materials or equipment.

7.3 The Company reserves the right to refuse to use any materials or equipment that it considers unsafe or unsuitable.

8. Cancellations, Rescheduling, and Access

8.1 The Customer may cancel or reschedule a booking by giving the minimum notice period specified by the Company at the time of booking. If less than the required notice is given, the Company reserves the right to charge a cancellation fee up to the full value of the scheduled Service.

8.2 Where the Cleaner attends the Premises but is unable to gain access or commence work due to the act or omission of the Customer, the Company may treat this as a late cancellation and charge a fee accordingly.

8.3 The Company may cancel or reschedule a booking if it is unable to provide the Services due to circumstances beyond its reasonable control, including illness, transport disruption, extreme weather, or other events of force majeure. In such cases, the Company will offer an alternative appointment but will not be liable for any consequential loss.

8.4 The Company reserves the right to cancel any contract or service arrangement with immediate effect if the Customer behaves in an abusive, discriminatory, or threatening manner towards any Cleaner or representative of the Company, or otherwise breaches these Terms and Conditions.

9. Quality of Service and Complaints

9.1 The Company aims to provide Services with reasonable skill and care. If the Customer is dissatisfied with any part of the Service, they must notify the Company as soon as possible, and in any event within 24 hours of completion of the relevant Service.

9.2 Upon receipt of a complaint made in good faith and within the required timeframe, the Company will investigate and, where appropriate, arrange a revisit to re-clean the relevant areas or offer another reasonable remedy, at the Companys discretion.

9.3 Any right to a re-clean or remedy is conditional upon the Customer allowing the Company and its representatives access to the Premises within a reasonable period and not engaging a third party to rectify the issue before the Company has had a reasonable opportunity to do so.

10. Liability and Insurance

10.1 The Company shall maintain appropriate liability insurance in respect of its Services. Details of insurance cover are available on request.

10.2 The Companys liability for any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the lesser of the cost of re-performing the relevant Service or the amount paid by the Customer for that Service.

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

10.4 The Company shall not be liable for any pre-existing damage, wear and tear, or deterioration to the Premises or any item therein. The Customer is responsible for pointing out any fragile or particularly valuable items before the commencement of the Service.

10.5 The Company shall not be liable for any damage resulting from the use of products supplied by the Customer, or for any instructions given by the Customer regarding the use of particular cleaning methods or products.

10.6 Nothing in these Terms and Conditions shall exclude or limit the Companys liability for death or personal injury caused by its negligence, for fraud, or for any other liability that cannot legally be excluded.

11. Waste Handling and Environmental Compliance

11.1 The Company will handle ordinary household and office waste generated during the performance of the Services in accordance with applicable waste and environmental regulations.

11.2 The Customer is responsible for any special, hazardous, or regulated waste present at the Premises. The Company does not handle or dispose of hazardous materials, including but not limited to clinical waste, chemicals, biological matter, asbestos, or sharps.

11.3 If the Cleaner encounters waste or materials that are, in the Companys reasonable opinion, hazardous or outside the scope of normal cleaning activities, the Cleaner may refuse to handle such items and may suspend work in the affected area.

11.4 Where disposal of larger volumes of waste, bulky items, or specific types of waste is requested by the Customer, this may be treated as a separate service and may require compliance with additional regulatory obligations and charges, which will be communicated to the Customer in advance.

12. Keys, Security, and Privacy

12.1 Where the Customer provides keys or access codes, the Company will take reasonable care to keep them secure and to use them only for the purpose of delivering the Services.

12.2 The Customer is responsible for ensuring that any keys or access codes supplied are fully functional and for informing the Company promptly of any changes required to access arrangements.

12.3 The Company will take reasonable steps to respect the privacy of the Customer and to protect personal information in accordance with applicable data protection laws.

13. Health and Safety

13.1 The Company is committed to operating in a safe and responsible manner and requires its Cleaners to follow health and safety guidelines.

13.2 The Customer must inform the Company of any known health and safety risks at the Premises, including issues such as structural defects, unsafe electrical installations, infestations, or the presence of hazardous substances.

13.3 The Cleaner may suspend or refuse to carry out Services if, in their reasonable opinion, the Premises or working conditions present an unacceptable risk to health or safety.

14. Force Majeure

14.1 The Company shall not be liable for any delay or failure to perform its obligations where such delay or failure arises from events beyond its reasonable control, including but not limited to acts of God, fire, flood, pandemic, labour disputes, transport disruptions, or failure of utilities.

14.2 In such circumstances, the Company will use reasonable efforts to resume the Services as soon as practicable and may offer alternative dates or arrangements.

15. Amendments to Terms and Conditions

15.1 The Company may update or amend these Terms and Conditions from time to time. Any changes will be effective when posted or otherwise communicated to the Customer.

15.2 The Terms and Conditions applicable to a particular booking are those in force at the time of the booking confirmation, unless a change is required by law or with the Customers agreement.

16. Governing Law and Jurisdiction

16.1 These Terms and Conditions 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 law of England and Wales.

16.2 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.

17. Severability

17.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid or unenforceable, such provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, or, if this is not possible, deleted. The remaining provisions shall continue in full force and effect.

18. Entire Agreement

18.1 These Terms and Conditions, together with any booking confirmation and any other documents expressly incorporated by reference, constitute the entire agreement between the Customer and the Company in relation to the Services and supersede any prior agreements or understandings.

By booking or using the Services of Hackney Cleaners, the Customer confirms that they have read, understood, and agree to be bound by these Terms and Conditions.