Cleaners Holland Park Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaners Holland Park provides cleaning services to residential and commercial clients. 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 definitions apply.
Client means any individual, business, landlord, tenant, property manager or other party who requests or uses the cleaning services provided by Cleaners Holland Park.
Company means Cleaners Holland Park, the provider of the cleaning services.
Services means any cleaning service provided by the Company, including but not limited to regular domestic cleaning, one off cleaning, end of tenancy cleaning, deep cleaning, after builders cleaning, office cleaning and related tasks agreed with the Client.
Cleaner means any individual or team engaged by the Company to carry out the Services on behalf of the Company.
Property means the premises where the Services are to be performed.
Agreement means the contract between the Client and the Company, which incorporates these Terms and Conditions and any written or verbal confirmation issued at the time of booking.
2. Scope of Services
The Company undertakes to provide the Services with reasonable care and skill, using personnel who are appropriately trained for the tasks they perform. The specific scope of work, frequency, and duration of the Services will be agreed at the time of booking, either as a one off service or on a recurring basis.
The Company reserves the right to refuse or discontinue Services where conditions at the Property are unsafe, unsanitary beyond what was disclosed at booking, or where access is not reasonably possible. In such cases, a call out or cancellation fee may apply.
3. Booking Process
3.1 Booking requests
Clients may request a booking by contacting the Company and providing accurate details of the Property, the type of cleaning required, the preferred date and time, and any specific instructions or priorities. The Company may request photographs, an inventory or further information to assess the work required.
3.2 Confirmation of booking
A booking is only confirmed when the Company has issued a verbal or written confirmation, which may include the date, time, estimated duration, price and any special conditions. The Company may require payment of a deposit or pre authorisation of a card to secure the booking. Provisional enquiries or quotations do not constitute a confirmed booking.
3.3 Changes to bookings
Any changes to the date, time, scope of work or Property address must be requested by the Client and accepted by the Company prior to the scheduled start time. Changes are subject to availability and may affect the quoted price. If the Client significantly alters the scope of work on the day of service without prior agreement, the Company may adjust the fee or decline the additional work.
4. Access to the Property
The Client must ensure that the Cleaner has safe and reasonable access to the Property at the agreed time, including necessary keys, codes, fobs or parking arrangements. If no one is present to provide access and no alternative arrangements have been agreed, the visit may be treated as a late cancellation and the relevant fee may be charged.
If keys are supplied to the Company, they will be coded and stored securely. The Company accepts no liability for loss or damage where keys or access devices have been provided to a third party by the Client.
5. Client Obligations
The Client agrees to.
Provide clear instructions and disclose any particular requirements, risks, delicate items, or areas to be treated with special care.
Ensure the Property is in a condition that allows the Cleaner to perform the Services efficiently, including reasonable tidiness and removal of excessive personal items from surfaces to be cleaned.
Provide electricity, running water, adequate lighting, and where required, access to hot water and waste disposal facilities.
Notify the Company of any alarm systems, entry codes, pets, or security arrangements relevant to access and work at the Property.
Ensure that minors and vulnerable individuals are appropriately supervised while the Cleaner is on site.
6. Equipment and Supplies
Unless otherwise agreed, the Company will supply its own professional cleaning products and equipment appropriate to the Services booked. If the Client requests the use of their own products or equipment, this must be agreed in advance. The Company accepts no responsibility for unsatisfactory results, damage or wear arising from the use of Client supplied products or faulty equipment.
The Client must inform the Company of any surfaces or items that require specific products or methods. The Company will not be liable for damage arising from undisclosed material sensitivities or manufacturer restrictions.
7. Pricing and Payment
7.1 Pricing
Prices may be quoted per hour, per job, per room, per Property size, or according to another agreed structure. Quotations are based on information supplied by the Client and on typical cleaning conditions. The Company reserves the right to amend the price if the Property is significantly larger, more soiled, or more cluttered than described, or if additional tasks are requested.
7.2 Payment terms
Payment is due in full on or before completion of the Services, unless otherwise agreed in writing. The Company may accept payment by card, bank transfer, or other methods notified to the Client. For ongoing regular services, the Company may require payment in advance or on a fixed schedule.
7.3 Deposits and pre authorisations
For certain services, including but not limited to end of tenancy, deep cleaning or large bookings, the Company may require a deposit or pre authorisation. Deposits are generally non refundable except where the Company cancels the booking without offering a reasonable alternative. The Client authorises the Company to charge any remaining balance and applicable fees using the stored payment method where pre authorisation has been given.
7.4 Late or non payment
If payment is not received as agreed, the Company may suspend or cancel further services and may charge interest or late fees in line with applicable law. The Client will be liable for any reasonable costs incurred by the Company in recovering unpaid amounts.
8. Cancellations, Rescheduling and No Show Policy
8.1 Client cancellations
The Client may cancel or reschedule a booking by giving reasonable notice to the Company. The specific notice period and any related charges will be communicated to the Client at the time of booking. As a general guideline, cancellations made with short notice may incur the following.
Cancellations made less than 24 hours before the scheduled start time may be charged a cancellation fee up to the full estimated cost of the booking.
Cancellations made while the Cleaner is en route or on arrival at the Property may be treated as a no show and charged in full.
8.2 Company cancellations
The Company reserves the right to cancel or reschedule a booking due to unforeseen circumstances, such as staff illness, severe weather, access issues, or events beyond its reasonable control. In such cases, the Company will offer to reschedule at the earliest convenient time. Where rescheduling is not possible, any prepayments or deposits for the affected booking will be refunded.
8.3 Access failure
If the Cleaner is unable to access the Property at the agreed time due to missing keys, incorrect instructions, or the Client not being present where required, the visit may be treated as a late cancellation and a fee may be charged.
9. Quality, Complaints and Re Cleans
The Company aims to provide services to a high standard. If the Client is dissatisfied with any aspect of the work, they must notify the Company as soon as reasonably possible, ideally within 24 hours of the service. The Client should provide details of the issue and, where appropriate, photographs.
If a complaint is confirmed to relate to the quality of the Services and not to pre existing conditions, inaccessible areas, or limitations explained in advance, the Company may offer a rectification visit or partial refund at its discretion. The opportunity to inspect and re clean must be given before the Client engages a third party or undertakes remedial work themselves. The Company is not obliged to refund or compensate where it has not been afforded a reasonable opportunity to address the concern.
10. Liability and Limitations
10.1 General liability
The Company will exercise reasonable care and skill in the performance of the Services. However, the Company will not be liable for.
Normal wear and tear to items or surfaces resulting from regular cleaning.
Existing damage, defects, or deterioration that pre date the service.
Discolouration or damage arising from manufacturer restrictions, inappropriate materials or finishes, or surfaces that were not disclosed as delicate or unsuitable for standard cleaning methods.
Loss or damage arising from incomplete or inaccurate information provided by the Client.
10.2 Valuable and fragile items
The Client is responsible for securing or removing cash, jewellery, art, antiques, sentimental items, and fragile or high value objects before the start of the service. The Company accepts no liability for loss of or damage to such items unless specifically agreed in writing.
10.3 Indirect loss
The Company will not be liable for any indirect or consequential loss, including loss of rent, loss of profit, loss of opportunity, or costs incurred in relation to third party contracts, except where such liability cannot be excluded under applicable law.
10.4 Maximum liability
To the extent permitted by law, the total liability of the Company to the Client in respect of any single event or series of connected events will not exceed the total amount paid by the Client for the specific service giving rise to the claim.
11. Health, Safety and Conduct
The Company is committed to safe working practices. The Client agrees not to request any tasks that may put the Cleaner at risk, including the use of unsafe ladders, moving heavy furniture without assistance, or handling hazardous substances. The Cleaner may decline any task they reasonably consider unsafe or outside the agreed scope of work.
The Company has a zero tolerance policy towards abuse, harassment or discrimination. If a Client behaves inappropriately towards any Cleaner or representative of the Company, the Company may immediately terminate the Agreement and withdraw all services without refund.
12. Waste Handling and Environmental Regulations
12.1 General household and commercial waste
As part of the cleaning service, the Cleaner may collect and bag general waste and recycling generated within the Property using the bins and bags provided by the Client. The Client remains responsible for providing appropriate bins, bags, and access to on site waste storage or collection points.
12.2 Prohibited waste
The Company does not remove or transport waste off site and does not handle hazardous, clinical, chemical, or regulated waste, including sharps, medical waste, asbestos, paint, solvents, oils, biological contamination, or any material classified as hazardous under applicable law. The Client must arrange specialised disposal with a licensed provider for such waste.
12.3 Compliance with local regulations
The Client is responsible for ensuring that waste segregation and disposal at the Property complies with local authority regulations, including any rules regarding recycling, food waste, and bulky items. The Company will follow reasonable instructions given by the Client in line with those regulations but will not be responsible for fines or penalties imposed due to the Client’s failure to comply.
13. Insurance
The Company will maintain appropriate insurance cover in respect of its cleaning operations, subject to the terms and exclusions of the relevant policies. Details of insurance cover can be provided upon reasonable request. The Client is responsible for maintaining their own building and contents insurance to cover the Property and its contents.
14. Privacy and Data Protection
The Company may collect and process personal data such as names, addresses, access details, and payment information for the purpose of providing the Services, managing bookings and complying with legal obligations. Personal data will be handled in accordance with applicable data protection laws and retained only for as long as necessary to fulfil the purposes for which it was collected or as required by law.
The Client must ensure that any personal information provided to the Company is accurate and up to date and should notify the Company of any changes relevant to the performance of the Services.
15. Termination of Services
Either party may terminate ongoing regular services by giving reasonable notice in accordance with the terms agreed at the outset of the service. The Company may suspend or terminate services immediately where.
Payments are persistently late or unpaid.
Access to the Property is repeatedly denied or obstructed.
Conditions at the Property pose health or safety risks.
There is abusive, threatening or inappropriate behaviour towards Cleaners or Company representatives.
Any applicable laws or regulations would be breached by continuing to provide the Services.
The Client remains liable for all services performed and any applicable cancellation or call out fees up to the date of termination.
16. Amendments to these Terms
The Company reserves the right to amend these Terms and Conditions from time to time to reflect changes in legislation, industry practice, or the nature of the services offered. The current version will apply to all new bookings and to ongoing services after reasonable notice has been given to the Client.
17. Governing Law and Jurisdiction
These Terms and Conditions, and any dispute or claim arising out of or in connection with them, the Services, or the Agreement between the Client and the Company, 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.
18. Severability
If any provision of these Terms and Conditions is held to be invalid, unlawful or unenforceable by a court or competent authority, such provision shall be deemed deleted and the remaining provisions shall continue in full force and effect.
19. Entire Agreement
These Terms and Conditions, together with any specific terms agreed in writing at the time of booking, constitute the entire agreement between the Client and the Company in relation to the provision of the Services and supersede any previous discussions, correspondence or understandings.
By confirming a booking or allowing the Services to proceed, the Client acknowledges that they have read, understood and agree to be bound by these Terms and Conditions.
OR
