Cleaners Hollandpark Service Terms and Conditions

These Terms and Conditions set out the basis on which Cleaners Hollandpark provides domestic and commercial cleaning services to customers in the UK. By making a booking, confirming a service request, or allowing our team to begin work, you agree to these terms. They are designed to make the service clear, fair, and practical for both parties. In these terms, references to “we”, “us”, and “our” mean the cleaning provider operating under the Cleaners Hollandpark name, and references to “you” or “the customer” mean the person requesting or paying for the service.

Our services may include regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, and related domestic or light commercial tasks, depending on what has been agreed in the booking. The exact scope of work is defined by the booking details, the property type, the condition of the premises, and any specific instructions you provide in advance. We aim to deliver a reliable and professional Hollandpark cleaners service, but the outcome depends on access, time available, and the condition of the property when we arrive.

These terms should be read carefully before booking. They explain how a cleaning appointment is arranged, how charges are calculated, when payments are due, what happens if you cancel or reschedule, how liability is limited, and how waste is handled in line with applicable UK rules. If any part of the service has been discussed orally, it will only be binding if it is confirmed in writing, including by email, text message, or booking confirmation.

Booking Process

To book a service with Cleaners Hollandpark, you will usually need to provide the property address, type of cleaning required, preferred date and time, approximate size of the premises, and any special requirements. We may also ask about parking access, security entry, pets, fragile items, and whether cleaning materials are to be supplied by us or by you. A booking is not confirmed until we accept it and provide confirmation, either directly or through our booking process.

We reserve the right to decline or amend a booking if the information provided is incomplete, if the service requested is outside our scope, or if the property condition suggests that additional time, equipment, or staff are needed. Any estimate given before the appointment is based on the information available at the time and may change if the actual circumstances differ materially from what was described. For example, if a property has significant build-up, restricted access, or extra rooms not originally disclosed, the price or duration may be adjusted.

The customer is responsible for ensuring that the service details are accurate. If you request a particular cleaner, a specific time slot, or a recurring schedule, we will do our best to accommodate that request, but it cannot always be guaranteed. Access must be available at the agreed time. If our team cannot enter the property because of a missing key, incorrect code, no answer, or any other access issue, the appointment may be treated as a late cancellation or a wasted visit, and charges may apply.

Changes to the Booking

If you need to change the date, time, or scope of the cleaning appointment, you should notify us as soon as possible. Amendments are subject to availability and may affect the price, especially where additional labour, products, or travel time are required. We may also need to reassign staff or reschedule the booking if the original arrangement is no longer feasible. Any revised booking details should be treated as the new agreed terms for that appointment.

Payments and Charges

All prices are quoted in pounds sterling unless stated otherwise. Charges may be based on an hourly rate, a fixed-price package, or a custom quotation depending on the service requested. Any estimate provided is valid for the period stated in the quotation or, if no period is stated, for a reasonable time only. Final charges may differ from the estimate if the actual service differs from the originally described service, if additional tasks are requested on the day, or if the property condition requires extra time.

Payment terms will be confirmed at the time of booking. We may require full payment in advance, part payment before the appointment, or payment immediately after completion. In some cases, particularly for larger jobs, recurring services, or bookings involving third-party invoices, we may request a deposit. Any deposit is used to secure the appointment and may be non-refundable in the circumstances set out in the cancellations section below.

Unless otherwise agreed, invoices must be paid in full by the due date stated on the invoice or booking confirmation. Late payments may result in suspension of further services, refusal of repeat bookings, or administration charges where permitted by law. If payment is not received, we may recover reasonable costs associated with collection of the debt. Customers must ensure that payment details provided are valid and that sufficient funds are available when payment is due.

Additional Charges

Additional charges may apply where we are asked to provide cleaning materials, specialist products, equipment, parking payment, congestion-related charges, or extra labour beyond the booked service. If the cleaner arrives and the property is in a condition that requires more work than agreed, we may offer to extend the appointment at an additional cost if time and availability permit. We will usually seek approval before carrying out chargeable extras, although in urgent or practical situations we may need to make a reasonable judgment to complete the task properly.

Cancellations and Rescheduling

You may cancel or reschedule a booking by giving us notice in accordance with the booking terms. The amount of notice required may vary depending on the type of service and the size of the appointment, but we expect customers to provide as much notice as reasonably possible. If adequate notice is given, we will usually try to rearrange the service to a new suitable time.

If you cancel with short notice, or if access is not provided at the agreed time, you may be charged a cancellation fee or the full appointment fee, depending on the circumstances and the notice period. This is because staff time, travel arrangements, and scheduling capacity may already have been allocated to your booking. For recurring services, repeated short-notice cancellations may lead to suspension or termination of future visits.

We may also need to cancel or reschedule a booking due to staff illness, unsafe weather conditions, mechanical breakdown, equipment failure, or other events beyond our reasonable control. In such cases, we will aim to give you as much notice as possible and offer an alternative appointment. If we cancel a service that has already been paid for and no suitable alternative can be arranged, we will refund the relevant amount for the unperformed part of the service.

Cooling-Off and Consumer Rights

If you are a consumer and the booking was made at a distance or off-premises, you may have cancellation rights under UK consumer law, depending on the service type and timing. If you ask us to begin work within the statutory cancellation period, you may be required to acknowledge that you lose the right to cancel once the service is fully performed, or you may remain liable for the value of the work completed up to the point of cancellation. These rights do not remove any mandatory consumer protections that cannot legally be excluded.

Service Standards and Customer Responsibilities

We will use reasonable skill and care when carrying out cleaning services. Our teams will normally follow the agreed scope, use suitable methods, and handle the property with care. However, the customer must ensure that the premises are reasonably prepared for cleaning, including moving personal valuables, securing confidential items, and advising us of anything fragile, hazardous, or unsuitable for cleaning. We are not responsible for items that were not disclosed as delicate, valuable, or easily damaged where reasonable care was otherwise taken.

Customers should provide safe access to water, electricity, and, where relevant, cleaning areas. If a task cannot be completed due to blocked access, unsafe surfaces, lack of utilities, or undisclosed hazards, we may stop work and still charge for time already spent. Where you provide cleaning products or equipment, you remain responsible for ensuring they are safe, functional, and suitable for the intended use. We will not be liable for damage caused by defective or inappropriate items supplied by the customer unless required by law.

Any complaints about the service should be raised as soon as reasonably possible after the appointment. This allows us to review the matter and decide whether a corrective visit or other remedy is appropriate. The customer must give us a reasonable opportunity to inspect the issue and, where appropriate, return to rectify work that falls short of the agreed standard. A failure to report concerns promptly may affect our ability to investigate and resolve them.

Excluded Items and Special Materials

Certain items or surfaces may require specialist treatment and are excluded unless expressly agreed in advance. These may include antique furnishings, untreated natural stone, delicate electronics, mould-remediation work, biohazard materials, or items affected by pest infestation. If such materials are present and not disclosed before the appointment, we may decline to clean them, limit the scope of work, or end the service if continuing would be unsafe or unreasonable.

Liability

We will not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under UK law. Subject to that, our total liability to you in connection with a booking will be limited to the amount paid or payable for the specific service giving rise to the claim, unless a higher level of liability is required by law.

We are not responsible for indirect or consequential losses, including loss of profit, loss of business, loss of opportunity, or emotional distress, except where such exclusion is not permitted by law. We will also not be liable for damage arising from pre-existing defects, wear and tear, hidden faults, poor maintenance, unsuitable materials, or the customer’s failure to provide accurate information. Cleaners Hollandpark is not liable for damage caused by moving items that were not properly secured or by cleaning instructions that were followed at the customer’s request unless the damage resulted from our negligence.

Where damage is alleged, the customer must notify us promptly and provide reasonable details, including photographs where available. We may require an inspection before accepting responsibility or offering compensation. If a claim is valid, we may choose to repair, replace, re-clean, or compensate the customer up to the applicable liability limit. Nothing in these terms affects your statutory rights as a consumer.

Waste Regulations and Disposal

Waste generated during cleaning services must be handled in a lawful and responsible manner. We will separate and remove ordinary domestic waste only where this has been agreed as part of the service and where doing so is permitted by applicable waste rules. Customers remain responsible for arranging collection of larger household rubbish, bulky items, confidential waste, hazardous waste, or any material requiring specialist disposal unless we expressly agree otherwise in writing.

We do not accept responsibility for disposing of items that are illegal, hazardous, contaminated, or regulated under special waste rules unless specific arrangements have been made in advance. This includes substances such as chemicals, sharps, biohazard materials, asbestos-containing items, paint tins with residue, medical waste, and electronic waste that requires approved processing. If such items are discovered during the appointment, we may leave them in place, cease work in the affected area, or charge additional fees if lawful specialist disposal has been arranged.

Customers must ensure that any waste removed from the property does not breach local collection rules, building regulations, landlord requirements, or environmental obligations. If we are asked to transport rubbish, the customer confirms that they have authority to arrange the removal and that the waste is lawfully presented for collection. We reserve the right to refuse any request that could expose us to regulatory breach or unsafe handling. All waste handling will be carried out in accordance with applicable UK environmental and disposal laws.

Recycling and Reusable Materials

Where practical, we may separate reusable or recyclable materials if this is consistent with the service instructions and local disposal arrangements. However, we do not guarantee recycling outcomes, and we are not responsible for the final treatment of waste once it has been collected by an authorised third party or placed into an approved disposal stream.

Termination and Suspension of Services

We may suspend or terminate a booking, recurring arrangement, or future service relationship if you repeatedly fail to pay, provide unsafe access, request unlawful conduct, or behave in a threatening, abusive, or discriminatory manner. We may also stop work immediately if we believe continuing would place staff, property, or the public at risk. In such cases, you may still be charged for work already completed and any reasonable costs already incurred.

You may stop using our services at any time, subject to payment of outstanding sums and any applicable cancellation charges. If a recurring service is cancelled, notice should be provided in line with the agreed schedule so that future visits are not incorrectly arranged. Any prepaid amount relating to unperformed services will be refunded only where required by law or where the booking terms expressly allow it.

Termination does not affect rights or obligations that are intended to continue after the booking has ended, including payment obligations, liability limits, data retention requirements, and any legal rights arising from events that occurred before termination.

Governing Law

These Terms and Conditions, and any dispute or claim arising from them or in connection with the services provided by Cleaners Hollandpark, are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute, unless mandatory consumer legislation provides otherwise. If any provision of these terms is found to be unlawful, invalid, or unenforceable, the remainder will continue in full force and effect.