Terms and Conditions for Cleaner Hounslow Services

These Terms and Conditions set out the basis on which Cleaner Hounslow provides domestic and commercial cleaning services to customers in the United Kingdom. By making a booking, confirming an appointment, or allowing a cleaner to attend a property, you agree to be bound by these terms. Please read them carefully before placing an order for any cleaner Hounslow service, as they explain how bookings are formed, how payments are handled, when cancellations may apply, and what responsibilities each party has during the provision of cleaning services.

In these terms, references to “we”, “us”, and “our” mean the cleaning service provider operating under the Cleaner Hounslow name, and references to “you” or “the customer” mean the person, business, or organisation requesting the service. These terms apply to all standard and one-off cleans, recurring cleans, specialist cleaning tasks, and any additional work agreed in writing. If there is any conflict between these terms and a specific written agreement, the written agreement will take priority to the extent of that conflict.

We reserve the right to update or amend these terms from time to time. Any changes will apply to future bookings and, where reasonably possible, will be brought to your attention before they take effect. Continuing to use the services after an update means you accept the revised terms. If any part of these terms is found to be unlawful or unenforceable, the remainder will continue in full force and effect.

Booking Process

All bookings are subject to availability and are only confirmed once we have accepted your request. A booking may be made by phone, email, online form, or any other method we make available from time to time. When requesting a Cleaner Hounslow appointment, you must provide accurate information about the property, the type of cleaning required, access arrangements, parking restrictions if relevant, and any special instructions that may affect the service. The price and timing of the service may change if the information supplied is incomplete or inaccurate.

Bookings are usually provisionally reserved until we have carried out any necessary assessment and confirmed the scope of work. For some services, including larger cleans, end-of-tenancy cleans, or specialist tasks, we may require photographs, a video walkthrough, or an in-person inspection before confirming the appointment. Where an estimate is provided, it is based on the information available at the time and may be revised if the actual condition of the premises differs materially from what was described. We may decline a booking if we are unable to deliver the service safely, lawfully, or within the requested timeframe.

Service Scope and Customer Responsibilities

The service will be carried out with reasonable care and skill using appropriate cleaning methods and products. The exact scope of work depends on the package booked, the condition of the property, and any special instructions agreed in advance. Unless expressly stated otherwise, our duties do not include moving heavy furniture, handling dangerous materials, deep stain removal guaranteed to a particular result, or cleaning areas that cannot be accessed safely. The customer is responsible for ensuring that the property is reasonably accessible on the agreed date and time.

Before the appointment, you must remove or secure fragile, valuable, or personally sensitive items and notify us of any hazards, including exposed wiring, broken fixtures, mould, pest issues, biohazards, or aggressive animals. If the cleaner arrives and cannot start work because of locked premises, inaccessible areas, or unsafe conditions, the visit may still be charged in full or in part. You must also ensure that any necessary utilities, water, and electricity are available unless the agreed work does not require them.

Payments

Payment terms will be agreed before or at the time of booking. Unless otherwise stated, prices are quoted in pounds sterling and may be based on a fixed fee, hourly rate, or estimated package price. For Cleaner Hounslow services, payment may be required in advance, on completion, or according to an invoice schedule where recurring services are arranged. We may require a deposit to secure certain bookings. Any deposit, once paid, forms part of the total price and will be applied to the final balance unless these terms state otherwise.

Invoices must be paid by the due date shown on the invoice or booking confirmation. If payment is not received on time, we may suspend future services, cancel the booking, or charge reasonable administrative costs associated with late payment recovery, to the extent permitted by law. We reserve the right to withhold the supply of services where there are outstanding sums due. If a payment is reversed, charged back, or otherwise disputed without valid reason, we may recover any bank fees, collection costs, and reasonable losses arising from the dispute.

Unless expressly included, prices do not cover parking charges, congestion or access fees, specialist chemicals, replacement materials, waste disposal fees, or additional labour arising from changes to the agreed scope. Where extra charges are necessary, we will explain them as soon as reasonably practicable. If you request additional work during the appointment, the cleaner may proceed only if the request is safe, lawful, and within their competence, and the additional cost will be added to the invoice or collected separately.

Cancellations, Rescheduling, and Missed Appointments

You may cancel or reschedule a booking by giving notice within the time stated in your booking confirmation. If no notice period is stated, a minimum of 24 hours’ notice is normally required for standard appointments. Short-notice cancellations may incur a charge to cover reserved labour and lost availability, and the amount may be up to the full service fee where the cleaner has already been dispatched or prevented from taking other work. Any deposit paid for a late cancellation may be retained against the loss suffered, subject to applicable consumer law.

If we need to cancel or reschedule because of illness, severe weather, transport disruption, equipment failure, staff shortage, or other reasons beyond our reasonable control, we will use reasonable efforts to offer an alternative appointment. We will not be liable for any indirect losses resulting from a change of date, provided that we act reasonably and communicate the change promptly. If you fail to provide access at the agreed time, or no one is present when required and entry has not been arranged, the appointment may be treated as a missed visit and charged accordingly.

Liability and Limitations

We will perform the services with reasonable care and skill, but we do not guarantee that every stain, mark, odour, or defect will be fully removed, especially where the condition of the item or surface makes complete restoration unrealistic. To the fullest extent permitted by law, we are not liable for loss or damage caused by pre-existing faults, wear and tear, defective fittings, unsuitable surfaces, hidden defects, or items that are fragile, improperly installed, or not reasonably fit for cleaning. Any claim must be supported by evidence and reported as soon as reasonably practicable after discovery.

Our total liability for any claim arising out of or in connection with a service shall be limited to the amount paid, or payable, for the specific service giving rise to the claim, except where liability cannot be limited by law. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded. We are not responsible for indirect or consequential losses, loss of profit, loss of opportunity, or business interruption unless required by statute.

If you believe damage has occurred, you must notify us promptly and allow reasonable time to inspect the issue, gather information, and attempt a fair resolution. You should not arrange repairs, disposal, or replacement before the matter has been reviewed, unless urgent action is necessary to prevent further damage. Any claim may be reduced or refused if you fail to cooperate with the investigation or if the damage was caused by instructions given by you, by items left in unsuitable condition, or by circumstances outside our control.

Waste Regulations and Disposal

Waste handling is an important part of many cleaning services in Hounslow. We will only remove, sort, or dispose of waste where this has been agreed in advance and where it can be done lawfully and safely. The customer is responsible for classifying waste correctly and for informing us of any materials that may be hazardous, contaminated, electrical, clinical, sharp, or otherwise subject to special controls. We do not accept responsibility for waste that has been misdeclared or concealed from us.

You must ensure that any waste presented for removal complies with applicable UK waste rules, including duties relating to segregation, packaging, storage, transport, and lawful disposal. We may refuse to handle any item that we reasonably believe may breach environmental, health, safety, or licensing requirements. Where waste collection is included as part of the service, any disposal charge may be added to the booking price. We may also refuse to carry items that are too heavy, unsafe, or unsuitable for transport in a standard cleaning vehicle.

We will not remove asbestos, chemicals, medical waste, needles, sharps, batteries, gas cylinders, paint tins, or other regulated substances unless specifically agreed in writing and lawful arrangements are in place. Where a site contains waste that requires specialist disposal, you are responsible for arranging the correct contractor unless we have expressly agreed otherwise. If illegal, dangerous, or undisclosed waste is encountered, we may stop work immediately and charge for time already spent and reasonable costs incurred.

Access, Keys, and Security

Where we are given keys, access codes, fobs, or alarm details, you confirm that you have authority to provide them and that doing so will not breach any third-party rights or building rules. We will take reasonable care of any keys or access devices entrusted to us and will only use them for the purpose of providing the booked service. We may decline to retain keys if we consider that doing so would create an unreasonable security risk or operational burden.

You remain responsible for the security of your property and for making sure alarms, locks, and access arrangements are functioning correctly unless we have agreed to manage access in another way. If an alarm is triggered because of incorrect instructions or a system fault outside our control, you are responsible for any call-out charges or related costs. We are not liable for delays caused by security systems, building management restrictions, or restricted entry rules that were not disclosed at the time of booking.

Complaints and Service Issues

If you are not satisfied with any aspect of the service, you should raise the issue promptly so that we may investigate and, where appropriate, put matters right. We may request photographs, a written description, and reasonable access to the property in order to assess the complaint. Complaints made after an unreasonable delay may be harder to verify and may affect any remedy we can offer. Any corrective work, refund, or partial credit will be determined fairly based on the circumstances and the evidence available.

Where a complaint relates to a missed task, the remedy may include a re-clean of the affected area, a partial refund, or another reasonable resolution. We do not guarantee a particular outcome unless expressly stated in writing. If you do not allow us the opportunity to inspect or resolve the issue, you may limit or waive any entitlement to a remedy. Nothing in this section affects your statutory rights as a consumer under UK law.

Force Majeure

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control. This includes, without limitation, severe weather, public transport disruption, strikes, power failure, fire, flooding, civil disturbance, epidemic or pandemic restrictions, supply shortages, road closures, and the actions of third parties. In such cases, we may suspend performance, reschedule the service, or cancel the booking without liability for consequential losses.

Where a force majeure event lasts for an extended period, either party may cancel the affected booking by giving reasonable written notice. Any prepayment for services not yet performed will be refunded, subject to deductions permitted by law for work already completed or non-recoverable costs already incurred. We will always aim to act fairly and to minimise disruption where possible.

Governing Law and Jurisdiction

These terms and any dispute or claim arising from them, whether contractual or non-contractual, 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 arising out of or in connection with these terms, except where consumer law provides otherwise. If you are a consumer resident elsewhere in the United Kingdom, any mandatory rights available to you under applicable local law will remain unaffected.

These Terms and Conditions form the entire agreement between you and us in relation to the cleaning services booked under the Cleaner Hounslow name and supersede any prior discussions, statements, or representations, whether written or oral, except where fraud is involved. If you need a specific term to be varied, that variation must be agreed in writing. No failure or delay by us in enforcing any right under these terms shall be treated as a waiver of that right.

By confirming a booking, you acknowledge that you have read, understood, and agreed to these terms. They are intended to provide a clear and fair framework for all parties, balancing practical service delivery with lawful standards, customer care, and responsible business practice. For any appointment arranged with Cleaner Hounslow, these terms apply from the moment the booking is accepted and remain effective until all obligations connected to that service have been completed.