Hollandpark Cleaners Service Terms and Conditions

These Terms and Conditions set out the basis on which Hollandpark Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, you agree to these terms, which are intended to protect both the customer and the service provider by setting clear expectations for the cleaning service, the booking process, payments, cancellations, and liability. In these terms, references to "we," "us," or "our" mean Hollandpark Cleaners, and references to "you" or "customer" mean the person requesting or receiving the cleaning services.

These terms apply to all standard cleaning appointments, one-off cleans, recurring cleaning arrangements, and specialist cleaning work unless a separate written agreement states otherwise. They are designed to be fair and reasonable and to reflect standard UK service expectations. Nothing in these terms affects your statutory rights under applicable consumer law, and nothing in these terms limits liability where it would be unlawful to do so.

By instructing Hollandpark Cleaners, you confirm that you have read, understood, and agreed to these terms. If you are booking on behalf of another person or an organisation, you confirm that you are authorised to accept these terms on their behalf. Any changes to these terms will apply only from the date they are issued and will not normally affect services already booked unless required by law.

Booking Process

Bookings may be made through the channels we make available at the time of enquiry, subject to availability and acceptance. A booking is not confirmed until we have acknowledged it and, where required, received any deposit or advance payment requested. We may ask for details such as the property type, size, condition, access arrangements, service type, and preferred schedule so that we can provide an accurate quotation and assign suitable staff for the cleaning appointment.

Any quote provided before we attend is based on the information you supply and may be revised if the actual service requirements differ materially from what was described. For example, a cleaning appointment may require additional time, materials, or a different team size if the property condition is significantly different from the original description. We aim to be clear and transparent in all estimates, but a final price may be adjusted where the scope of the cleaning service changes.

It is your responsibility to ensure that the information you provide is complete and accurate. You should also make sure that access to the property is available at the agreed time, including keys, entry codes, parking permission, or any other arrangements necessary to complete the cleaning work. If we cannot gain access, or if the appointment cannot proceed due to inaccurate information, the visit may still be charged in full or in part, depending on the circumstances and any costs already incurred.

Payments

Payment terms will be stated at the time of booking or on the invoice issued after the service. Unless agreed otherwise in writing, payment is due on completion of the cleaning service or by the date stated on the invoice. We may require advance payment, a deposit, or card authorisation for certain bookings, including larger projects, specialist cleaning, regular cleaning contracts, or appointments where materials need to be reserved in advance.

The customer is responsible for paying all charges due, including any additional sums agreed during the appointment if extra work is requested or becomes necessary. If the cleaning service takes longer than expected because of undisclosed conditions, unusual contamination, restricted access, or repeated interruptions, additional charges may apply at the rates communicated by us. All prices are shown in pounds sterling unless stated otherwise and may be subject to VAT where applicable.

We reserve the right to suspend or cancel future services if payment is overdue. Any unpaid invoice may be pursued through standard debt recovery procedures, and you may be charged reasonable recovery costs where permitted by law. If a payment is reversed, declined, or disputed without valid reason, we may treat this as a breach of contract and reserve our rights accordingly.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving reasonable notice. If you cancel well in advance, no fee may apply. However, late cancellations, missed appointments, or last-minute changes may incur a charge to cover lost time, staffing costs, and any materials already prepared for your cleaning service. The exact cancellation window may vary depending on the type of service booked and will be confirmed at the time of reservation where possible.

If we need to cancel or reschedule a cleaning appointment, we will aim to notify you as early as reasonably possible and offer an alternative time where available. We are not responsible for any indirect loss caused by a cancellation or rescheduling that is outside our reasonable control, such as severe weather, transport disruption, staff illness, or other operational issues, provided we act reasonably and with due care.

Where a recurring cleaning arrangement is in place, either party may terminate future visits by giving notice in accordance with the agreed service schedule. If no notice period is specified, a reasonable notice period should be given. Repeated cancellations by the customer may result in amended terms, additional booking requirements, or removal of recurring service availability.

Service Standards and Customer Responsibilities

We will carry out the cleaning service with reasonable skill and care, using suitable equipment and materials where appropriate. You agree to provide a safe working environment, reasonable access to water, electricity, and any necessary facilities, and to inform us in advance of any hazards, fragile items, alarms, pets, security systems, or special handling requirements. If any area is unsuitable for cleaning due to safety concerns, we may refuse to work in that area or modify the service in a reasonable way.

You are responsible for removing or securing valuables, cash, confidential documents, sensitive items, and any objects that should not be touched, moved, or cleaned. Although we take reasonable care, we cannot accept responsibility for items left unsecured in areas being cleaned, except where loss or damage is directly caused by our negligence or that of our staff. Where keys, fobs, or access devices are entrusted to us, we will take reasonable care in handling them.

Liability

We aim to provide a reliable and professional cleaning service, but our liability is limited to the extent permitted by law. We will be responsible for direct loss or damage caused by our proven negligence, wilful misconduct, or breach of contract. However, we will not be liable for loss that is indirect, consequential, or unforeseeable, including loss of profit, business interruption, or emotional distress, except where such exclusion is prohibited by law.

Where any item is damaged during the cleaning process, you must notify us as soon as reasonably possible and in any event within a reasonable time after the incident is discovered. Please retain the item and any relevant evidence so that the matter can be investigated properly. We may ask for photographs, purchase information, or other supporting details to help assess the claim. Any remedy will depend on the circumstances and the evidence available.

Our total liability for any claim arising from a service appointment, whether in contract, tort, or otherwise, shall not exceed the total amount paid or payable for the specific cleaning service giving rise to the claim, except where the law requires a different limit or where liability cannot lawfully be excluded or limited. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

Waste Regulations and Disposal

We may remove and dispose of ordinary waste generated as part of the cleaning service, such as packaging, light debris, or routine refuse, if this is included in the agreed scope. Any waste handling will be carried out in compliance with applicable UK waste regulations and local disposal requirements. You are responsible for ensuring that the waste stream is lawful and suitable for collection or disposal as part of the service.

We do not accept responsibility for the removal of hazardous, clinical, chemical, sharp, asbestos-related, biological, or otherwise regulated waste unless this has been expressly agreed in writing and we are legally permitted to handle it. If such items are discovered during the cleaning service, we may stop work in the affected area and request that they are removed or handled by a qualified specialist. You must notify us in advance of any hazardous materials or waste types on the property.

Any items that are to be discarded should be clearly identified by you before the service begins. We are not responsible for disposing of personal items, documents, or valuables unless you have clearly instructed us in writing and it is reasonable and lawful to do so. Once items are placed for disposal with your authority, responsibility for those items may pass to the disposal process and cannot usually be reversed. You should therefore review all disposal requests carefully.

Complaints, Changes, and Service Variations

If you are dissatisfied with any part of the cleaning service, you should notify us promptly and provide reasonable details so that we can investigate. We may ask for access to the property again in order to inspect the issue or, where appropriate, offer to rectify the problem within a reasonable period. We will not usually be responsible for issues that arise from conditions outside our control, including pre-existing damage, wear and tear, hidden faults, or failure to provide adequate information before the appointment.

Any request to change the service scope, timing, or frequency may affect pricing and staffing. If you ask us to carry out additional tasks during the appointment, we may agree to do so only if time, equipment, and safety conditions allow. We may also decline tasks that fall outside the agreed cleaning service, require specialist training, or create a risk to people or property. Written confirmation is recommended for significant changes.

Data, Confidentiality, and Property Access

In the course of providing a cleaning service, we may need to process limited personal information such as booking details, access instructions, or billing records. We will handle such information in accordance with applicable data protection law and use it only for legitimate business purposes connected with the cleaning appointment, accounting, administration, and service management. We do not collect unnecessary information and aim to keep records only as long as reasonably required.

Any access arrangements entrusted to us, including keys or entry devices, will be used solely for the purpose of performing the agreed cleaning services. You must tell us immediately if access arrangements change or if any security concerns arise. We are not responsible for delays or missed appointments caused by incorrect codes, unavailable keys, or other access issues not attributable to us. We may refuse to retain keys where security procedures cannot be maintained to a satisfactory standard.

Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or the cleaning services provided by Hollandpark Cleaners, shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have non-exclusive jurisdiction to settle any dispute or claim, although this does not affect any mandatory rights you may have under consumer protection law or other applicable legislation.

If any part of these terms is found to be unlawful, invalid, or unenforceable, that part shall be deemed severed to the extent necessary, and the remaining provisions will continue in full force and effect. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that right or remedy. These terms represent the entire agreement between the parties in relation to the cleaning service, unless varied in writing by both parties.