Hounslow Cleaner Service Terms and Conditions
These Terms and Conditions set out the basis on which Hounslow Cleaner provides domestic and commercial cleaning services in the United Kingdom. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to these terms. They are designed to create a fair, transparent, and practical agreement between the customer and the cleaning provider. References to Hounslow cleaning services, cleaner services in Hounslow, or professional cleaning support in this document all refer to our service offering under these terms.
These terms apply to all standard and one-off services unless we have agreed otherwise in writing. They should be read alongside any service description, quotation, or booking confirmation provided before the work starts. If any provision in a specific written agreement differs from these terms, the written agreement will take priority to the extent of the inconsistency.
We reserve the right to amend these Terms and Conditions from time to time. Updated terms will apply to future bookings made after the revised version is published or issued. It is the customer’s responsibility to review the applicable terms before each booking. Continued use of our cleaning service after changes have been made will be treated as acceptance of the revised version.
Booking Process
All bookings are subject to availability and acceptance by Hounslow Cleaner. A booking request may be made through the channels we make available from time to time, and the request must include accurate information about the property, the type of cleaning required, the preferred date and time, and any special instructions that may affect the service. We rely on the details you provide when assessing whether we can safely and effectively carry out the work.
Once a request has been received, we may provide a quotation, an estimate, or a confirmed price depending on the information supplied. A quote may be based on the size of the property, the condition of the premises, the number of rooms, the level of cleaning required, access arrangements, and any extra tasks requested. If the actual conditions differ materially from what was described, we may revise the price or limit the scope of the service.
Acceptance of a booking only occurs when we issue a confirmation. Until that point, no contract is formed. If an appointment is time-sensitive, please ensure all details are correct and complete before confirmation. We may refuse or withdraw from a booking where it would be unsafe, unlawful, impractical, or outside the scope of our usual Hounslow cleaner operations. We may also refuse bookings involving severe contamination, infestation, biohazards, or other conditions requiring specialist contractors.
Customer Responsibilities Before the Appointment
You must ensure the property is ready for the cleaning appointment. This includes providing safe access, reasonable lighting, water, electricity, and any information we reasonably need to perform the service. Where keys, fobs, alarms, entry codes, or concierge access are involved, you must provide clear instructions in advance. If our team is unable to enter the premises at the agreed time, the visit may still be charged in full or in part.
Customers must remove or secure items of particular value, importance, or fragility. Although our team will take reasonable care, we cannot be responsible for loss or damage to items that should have been moved, protected, or declared in advance. The customer is also responsible for informing us about fragile surfaces, special finishes, hidden hazards, pets, allergies, or any other matter that could affect safe working conditions.
Where parking, permits, loading restrictions, or site-specific access arrangements apply, the customer must provide the necessary information and, where agreed, make the arrangements themselves. Delays caused by inaccurate access details, restricted entry, or waiting time may result in additional charges. Our cleaning company will not be liable for missed or shortened services caused by a failure in customer preparation.
Payments and Charges
Prices are usually confirmed at the time of booking, but they may be adjusted if the service requirements change after the booking has been made. Unless stated otherwise, all prices are quoted in pounds sterling and may be subject to applicable taxes. Any estimate is given in good faith based on the information available and is not a fixed price unless we expressly say so in writing.
Payment terms will be explained at the time of booking and may require payment in advance, partial payment, or payment upon completion depending on the nature of the job. We may request a deposit to secure certain appointments, especially for larger or recurring services. If a deposit is required and the booking is later cancelled outside the permitted cancellation window, the deposit may be retained to cover administrative costs and reserved time.
Late or failed payment may result in suspension of future services, recovery action, and any reasonable costs associated with collecting the debt. If a payment is reversed, declined, or disputed without valid reason, we reserve the right to recover the outstanding amount and any bank or processing fees incurred. Any discounts, promotional rates, or special offers are discretionary and may be withdrawn at any time without affecting bookings already confirmed under the offer.
Additional charges may apply where the work takes materially longer than expected due to excessive dirt, clutter, blocked access, unsafe conditions, or the need for extra materials. If the scope expands during the visit, we will normally seek your approval before proceeding with the additional work. We are entitled to charge for any extra labour, waiting time, call-out time, or specialist handling reasonably required to complete the agreed service.
Cancellations, Rescheduling, and Missed Appointments
Cancellations or requests to reschedule should be made as soon as possible. If notice is given within the agreed cancellation period, no cancellation fee may apply, subject to the specific booking terms. If you cancel too late, or if a team member arrives and cannot complete the service because of customer-side issues, a charge may still be payable to cover lost time and allocation of resources.
If we need to cancel or reschedule due to illness, staff unavailability, severe weather, transport disruption, or any other event beyond our reasonable control, we will aim to provide an alternative appointment. We will not usually be responsible for any indirect loss arising from a change of date, although we will act reasonably and in good faith to minimise inconvenience. A refund may be offered where payment has been taken for a service we cannot reasonably deliver.
Repeated late cancellations, repeated missed appointments, or repeated failure to provide access may lead us to decline future bookings. In addition, if a booking is cancelled after preparation work has begun or after materials have been ordered specifically for the job, we may charge for those costs where they are reasonably incurred. Any refund or partial refund will be calculated fairly and in line with the work already carried out.
Service Standards and Limitations
Hounslow Cleaner will use reasonable skill and care when providing services. The exact result will depend on the condition of the property, the time booked, the scope agreed, and the materials or equipment available. Cleaning is not a restoration service, and some stains, marks, odours, wear, limescale, grout discoloration, ingrained dirt, or surface damage may not be fully removable even where considerable effort has been made.
We will use products and methods that are generally suitable for the task, but some materials and finishes require special handling. If you do not tell us about delicate surfaces, non-standard flooring, antiques, or items with manufacturer restrictions, we cannot accept responsibility for any resulting issues arising from ordinary use of cleaning methods that are reasonable for the job. The customer should always declare any limitations in advance.
If an area is inaccessible, excessively cluttered, or unsafe to clean, our team may leave it untouched or complete only part of the work. We do not guarantee the removal of mould, deep contamination, biological waste, or pest-related residue unless this has been expressly agreed as a specialist service. Our Hounslow cleaner services are designed for normal domestic and commercial cleaning tasks, not specialist remediation unless expressly stated.
Liability and Insurance
We will take reasonable care of your property while carrying out our work, but you agree that use of the service is at your own risk, subject to your statutory rights. Nothing in these Terms and Conditions limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded under English law.
Our liability for loss or damage arising from our service will be limited to the amount paid or payable for the relevant booking, except where a different limit is required by law. We are not liable for indirect, consequential, or economic losses such as loss of profit, business interruption, loss of opportunity, or inconvenience, unless such liability cannot lawfully be excluded. This limitation applies whether the claim arises in contract, tort, negligence, or otherwise.
We will not be responsible for damage caused by pre-existing defects, poor maintenance, weak fixtures, hidden faults, unsecured items, unsuitable surfaces, or customer instructions that turn out to be inaccurate or incomplete. If you believe damage has occurred, you must notify us within a reasonable time and provide sufficient detail for us to investigate. Failure to report an issue promptly may affect any claim or remedy.
Waste Regulations and Disposal
Waste handling must comply with applicable UK waste regulations. Unless expressly agreed, we are not a general waste carrier and do not remove bulky waste, construction waste, hazardous waste, sharps, clinical waste, asbestos, electrical waste requiring specialist disposal, or any other controlled material. If waste or rubbish is to be removed as part of the service, the customer must disclose this in advance so that we can confirm whether it is lawful and appropriate for us to handle.
Where any waste removal is agreed, the customer is responsible for ensuring that items are safely bagged, separated where required, and presented in a manner that allows lawful handling. We may refuse to touch waste that appears dangerous, contaminated, unlawful to transport, or otherwise unsuitable. If we reasonably believe an item cannot be moved without breaching waste rules or exposing our staff to risk, we may leave it in place and still charge for the time already spent on site.
Customers must not ask our team to dispose of prohibited materials or conceal waste in a way that could breach legal requirements. If we are required to make separate arrangements for lawful disposal, additional charges may apply. We are entitled to rely on the customer’s description of the waste unless we have clear reason to believe it is inaccurate. Our professional cleaner service does not override environmental, licensing, or transport rules governing waste in the UK.
Health, Safety, and Access
We may suspend or stop work immediately if conditions are unsafe, if there is a risk to staff welfare, or if we discover a hazard that was not disclosed beforehand. This includes but is not limited to exposed wiring, broken glass, aggressive animals, serious contamination, unsafe flooring, or any circumstance that could expose staff to harm. If the service is interrupted for safety reasons, you may still be charged for the time already spent.
You agree to provide a workplace or home environment that is reasonably safe and compliant with applicable law. This includes advising us of any special precautions, isolating dangerous areas, and ensuring that children, pets, or vulnerable occupants are supervised where necessary. Our staff may decline to enter a location until the risks have been reduced to an acceptable level.
If a member of our team believes there is a safeguarding, health, or emergency concern, they may contact the relevant authorities or seek assistance if required by law or to protect life and safety. We may also record incident details internally for compliance and risk management. These actions will be taken only where reasonably necessary.
Complaints and Remedy
If you are dissatisfied with any aspect of the service, you should tell us within a reasonable period after the appointment, giving us enough information to understand the issue. We may ask for photographs, a description of the concern, and an opportunity to inspect or revisit the relevant area where appropriate. This allows us to assess whether the issue relates to service quality, access problems, customer instructions, or pre-existing conditions.
Where a complaint is upheld, we may offer a revisit, a partial refund, or another reasonable remedy depending on the circumstances. A complaint does not automatically entitle you to a full refund, especially where part of the service was completed properly. We will handle complaints fairly and proportionately, but our responsibility is limited to the scope of the booked service and these terms.
Any request for compensation must be made in good faith and with accurate supporting information. We may decline claims that are speculative, unsupported, made after significant delay, or inconsistent with the evidence available. Nothing in this section affects your statutory rights as a consumer. Our aim is to resolve issues efficiently and maintain a professional standard across all cleaner in Hounslow appointments.
Force Majeure
We will not be liable for failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control. These may include extreme weather, transport disruption, strikes, utility outages, fire, flood, epidemic, public emergency, equipment failure, or other unforeseen events. In such circumstances we may suspend the service, change the appointment, or cancel with notice if performance becomes impractical.
If a force majeure event continues for an extended period, either party may be entitled to cancel the affected booking without further liability, except for amounts already owed for work properly performed. We will act reasonably in deciding whether to continue, postpone, or end an appointment. The priority will always be to protect staff, property, and lawful service delivery.
Governing Law
These Terms and Conditions, and any dispute or claim arising from them or in connection with them, shall be governed by and interpreted in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except where consumer law gives you the right to bring proceedings in another competent court. If any part of these terms is found to be unenforceable, the remaining provisions will continue in full force.
By booking with Hounslow Cleaner, you confirm that you have read, understood, and agreed to these Terms and Conditions. They are intended to support a clear and reliable service relationship, balancing customer expectations with practical operational requirements. For all services, the applicable version of these terms will be the one in force at the time the booking is accepted.
