Cleaner Hollandpark Terms and Conditions
These Terms and Conditions set out the basis on which Cleaner Hollandpark provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to carry out work, you agree to these terms. Please read them carefully before placing a request for any Hollandpark cleaning service, as they explain how bookings are handled, when payments are due, what cancellations apply, and how liability is limited.
These terms apply to all standard and bespoke services offered by Cleaner Hollandpark, including regular cleaning, one-off cleans, deep cleaning, end-of-tenancy cleaning, and related tasks agreed in writing. They are intended to create a clear understanding between the customer and the service provider. If any part of these terms is unclear, the customer should review them before the service begins. Acceptance of a quote, online booking, email confirmation, telephone arrangement, or access being granted for the job to start will all be treated as acceptance of these terms.
In these terms, references to “we”, “us”, and “our” mean Cleaner Hollandpark, and references to “you” or “the customer” mean the person, business, tenant, landlord, agent, or other party requesting the service. The wording below is designed to remain practical and legally relevant without unnecessary local detail. It may be updated from time to time, and any revised version will apply to future bookings once published or otherwise communicated.
1. Booking Process
Bookings may be made by telephone, email, online request, messaging platform, or any other accepted communication channel used by the company. A booking is not confirmed until we have accepted the request and provided confirmation of the service date, approximate duration, scope, and any relevant price estimate. A request alone does not guarantee availability. The customer is responsible for checking that the booking details are correct, including the address, access arrangements, preferred service type, and any special instructions.
At the time of booking, we may ask for further information to assess the work properly. This can include the size and condition of the property, whether parking or access restrictions apply, whether cleaning products are required, and whether any special equipment is needed. If the information provided is incomplete or inaccurate, the final price, attendance time, or service outcome may need to be adjusted. Any quote given before attendance is based on the information supplied and may be revised if the actual requirements are materially different.
We reserve the right to refuse or cancel a booking where the requested work is outside our service scope, where the site is unsafe, where access is not reasonably possible, or where the customer has previously breached payment or conduct obligations. For recurring Hollandpark cleaning services, a minimum notice period may be required to change frequency, pause visits, or end the arrangement. Any such changes should be agreed in advance and confirmed by us in writing where reasonably practicable.
2. Service Scope and Customer Responsibilities
Our cleaning service is limited to the tasks agreed in the booking confirmation or service schedule. Anything not expressly included should be treated as excluded unless agreed otherwise. The customer must ensure that suitable access is provided at the scheduled time, including keys, entry codes, concierge permission, or attendance in person where required. If access is delayed or denied, waiting time may be charged, and the service may be shortened, rescheduled, or cancelled at our discretion.
The customer should remove or secure valuables, cash, confidential papers, fragile items, and personal belongings before the cleaning begins. We will take reasonable care while working, but we do not accept responsibility for items left in vulnerable locations unless the loss or damage is caused by our proven negligence. If the customer requests work around delicate materials, antiques, specialist surfaces, or areas with hidden defects, this must be disclosed in advance so that appropriate precautions can be taken.
Any appliance, fitting, stain, mould, build-up, or damage that requires specialist treatment may fall outside a standard clean. While we may recommend additional work, the customer remains responsible for deciding whether to proceed. If we consider that a requested task could damage a surface, breach safety requirements, or require a specialist contractor, we may decline that part of the work. This applies equally to standard Cleaner Hollandpark appointments and to larger one-off cleans.
3. Pricing and Payments
Prices may be fixed, estimated, hourly, or based on an agreed package. Unless otherwise stated, quotes are subject to the property condition and the accuracy of the information provided at booking. If the actual work exceeds the anticipated scope, additional charges may apply. Where an hourly rate is used, time is calculated from the agreed start time until completion, including reasonable waiting time caused by access issues, interruptions, or the customer’s late preparation of the site.
Payment terms will be confirmed at the time of booking or on the invoice. In many cases, payment is due on completion of the service, but we may require advance payment, part payment, or a deposit for recurring appointments, large bookings, or high-demand periods. Unless stated otherwise, all fees must be paid in pounds sterling. Bank transfer, card payment, direct debit, or another accepted method may be used where offered. Charges for failed payments, late settlement, or chargeback-related administrative work may be applied where permitted by law.
Invoices should be paid by the due date shown. If payment is overdue, we may suspend future appointments, withhold any follow-up work, or charge reasonable costs incurred in recovering the debt. Discounts, promotional offers, or special rates are valid only for the stated period and only for the specific service or terms to which they relate. Any refusal to pay for work properly carried out, or dispute raised without reasonable grounds, may lead to the account being placed on hold pending resolution.
4. Cancellations, Rescheduling, and Missed Appointments
We understand that plans can change, and cancellations or rescheduling requests may be accepted if sufficient notice is given. The required notice period may vary depending on the type of booking, the length of the appointment, and whether staff, equipment, or materials have already been allocated. Where notice is not provided within the agreed period, a cancellation charge may apply. For recurring Cleaner Hollandpark services, repeated short-notice changes may result in revised terms or withdrawal of the service offer.
If we arrive at the property and are unable to gain access, or if the property is not ready for cleaning for reasons outside our control, the visit may be treated as a late cancellation or missed appointment. This includes situations where keys are unavailable, codes do not work, the site is closed, utilities are off when required, or the customer is absent despite an agreed in-person handover. In these circumstances, the full fee or a substantial portion of it may remain payable, particularly where staff have already travelled or remained on standby.
If we need to reschedule due to staff illness, severe weather, vehicle failure, safety concerns, or other unavoidable circumstances, we will aim to offer an alternative slot as soon as reasonably possible. We are not liable for indirect losses caused by a change of date or time, provided we act reasonably and in good faith. Any prepayment made for a service that is not provided will be refunded or credited unless the booking was cancelled by the customer in breach of these terms.
5. Liability, Insurance, and Limitations
We will exercise reasonable skill and care in delivering our services. However, except where required by law, we do not accept liability for pre-existing damage, ordinary wear and tear, concealed defects, materials that are already weakened, or damage caused by incorrect information supplied by the customer. The customer should inform us of any known issues, including loose fittings, unstable fixtures, water ingress, delicate flooring, electrical faults, or surfaces that have been treated with unusual products.
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 under UK law. Subject to that, our liability for direct loss arising from any breach of contract or negligence shall be limited to the amount paid, or payable, for the relevant service, unless a higher limit is required by law. We are not responsible for loss of profit, business interruption, loss of opportunity, loss of data, or any indirect or consequential loss.
If a problem arises after the service, the customer should notify us promptly and allow reasonable opportunity to assess the issue. Claims may require evidence such as photographs, a description of the concern, and details of when the issue was first noticed. Where appropriate, we may inspect the area, offer a re-clean, or discuss another reasonable remedy. Any claim must relate to the actual service provided by Cleaner Hollandpark and not to circumstances outside our control.
6. Waste Regulations and Disposal
We will handle waste generated during our work in a lawful and responsible manner. This includes ordinary cleaning waste such as dust, packaging, used cloths, and material removed during the agreed service. Unless expressly agreed, we do not remove household rubbish, bulky waste, hazardous substances, construction debris, clinical waste, or items that require specialist disposal. Any waste removal request must be disclosed before the booking so that compliance and charges can be considered in advance.
The customer remains responsible for ensuring that waste stored on the property can be legally collected, moved, or bagged. If waste is contaminated, unsafe, sharp, leaking, infested, or suspected to contain prohibited materials, we may refuse to handle it. We reserve the right to stop work if we believe that carrying, disposing of, or moving waste would breach applicable regulations or present a health and safety risk. In such cases, the customer may still be charged for the time already spent on site.
We expect customers to comply with all relevant UK waste rules, recycling arrangements, and local disposal requirements applicable to their property or business premises. Where our team separates recyclable materials or places waste into designated containers, this is done as a courtesy and should not be interpreted as a waste collection service unless specifically agreed. A request for disposal of special waste, including sharps, biohazards, paint, solvents, or electrical items, must be confirmed in writing and may be declined.
7. Conduct, Safety, and Access Conditions
We expect all interactions to remain respectful and safe. Our team may leave the property, pause work, or refuse attendance if they are exposed to harassment, unsafe conditions, illegal activity, aggressive animals, or unreasonable working circumstances. The customer must ensure that the premises are reasonably safe to enter and that any known hazard is disclosed in advance. This includes alarms, trip hazards, broken glass, exposed wiring, structural concerns, and any substances that may pose a risk.
Our staff must not be asked to perform tasks that involve climbing beyond safe limits, handling dangerous materials, using equipment not provided or approved by us, or working in ways that conflict with health and safety practices. The customer should also ensure reasonable access to water, electricity, and lighting where these are necessary for the agreed service. If the service cannot proceed safely, we may withdraw without being in breach of contract.
8. Complaints and Rectification
If the customer believes the service has not met the agreed standard, the concern should be raised as soon as reasonably possible and ideally before any area is altered, cleaned again by a third party, or repaired independently. This gives us a fair chance to review the matter and suggest a remedy. Where the complaint is valid and relates to something within our control, we may offer a re-attendance, partial refund, or another reasonable solution at our discretion.
We will not be responsible for complaints based solely on subjective preference where the work has been completed in line with the booking scope. For example, a difference in expectation regarding the level of detail, the condition of pre-existing dirt, or the time needed to address heavy build-up does not automatically mean the service was defective. This applies to all Hollandpark cleaning service arrangements, whether one-off or recurring.
9. Governing Law and General Provisions
These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising from or connected with these terms, the booking, or the services supplied shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless mandatory consumer law provides otherwise. If any provision is found to be invalid, unlawful, or unenforceable, the remainder of the terms will continue to apply in full force.
No failure or delay by us in exercising any right under these terms shall operate as a waiver of that right. We may assign or subcontract performance of the service where appropriate, provided the standard of service remains reasonable. The customer may not transfer rights or obligations under the booking without our prior consent. These terms, together with the confirmed booking details, form the entire agreement between the parties in relation to the relevant service unless otherwise agreed in writing.
By proceeding with a booking for Cleaner Hollandpark, you confirm that you have read, understood, and accepted these terms. If you are arranging services on behalf of another person or business, you confirm that you have authority to do so and that all relevant information has been passed on. We recommend retaining a copy of the confirmation and these terms for your records.
