Terms and Conditions for Holland Park Cleaners

These Terms and Conditions set out the basis on which Holland Park Cleaners provides domestic and commercial cleaning services in the UK. By making a booking, confirming an appointment, or allowing our team to begin work, you agree to be bound by these terms. They are designed to make the cleaning service clear, fair, and efficient for both the customer and the company. Please read them carefully before placing any request for a cleaning appointment.

The terms below apply to one-off cleans, regular cleaning arrangements, end-of-tenancy services, deep cleaning, and any additional cleaning tasks agreed in writing or by another recorded method. Where a separate quotation, service note, or agreement differs from these terms, the specific written agreement will take priority only to the extent of that difference. These conditions do not affect your statutory rights under UK consumer law.

In these terms, references to “we”, “us”, and “our” mean Holland Park Cleaners, and references to “you” or “the customer” mean the person, household, business, or representative who books or uses the service. Cleaning services may include labour, standard equipment, and agreed products, depending on the package selected. Any special instructions should be given before the appointment so that the service can be delivered safely and efficiently.

Booking process

Bookings may be made by telephone, email, online form, or any other method offered by us from time to time. A booking is only confirmed when we have acknowledged the request and provided an agreed date, time, and scope of work. We may ask for property details, access notes, parking information, and service preferences before confirming the appointment. This helps us allocate suitable staff, equipment, and time for the job.

At the time of booking, you must provide accurate and complete information about the premises and the cleaning required. If the property is unusually large, heavily soiled, occupied by vulnerable persons, contains fragile items, or presents access difficulties, you must tell us in advance. Failure to disclose relevant information may result in a revised quotation, a change to the timetable, or refusal to proceed if the requested work cannot be completed safely within the original booking.

We will do our best to keep to the arranged time, but appointment windows are estimates rather than guarantees. Delays may occur because of traffic, prior jobs, weather, equipment issues, or circumstances outside our control. If we are likely to be significantly delayed, we will aim to notify you within a reasonable time. If access is not available at the agreed time, the visit may be treated as a late cancellation or a wasted journey, and charges may apply.

If you need to change the scope of the work after booking, please let us know as soon as possible. Additional tasks may require more time, different products, or extra staff, and may therefore be subject to a revised price. Any request to alter the service on the day is accepted at our discretion and only if it remains safe, practical, and within our available schedule. A change in service type may also alter the total cost.

Our cleaners are expected to work in a safe environment. You are responsible for ensuring that the property is reasonably accessible and that hazards are disclosed before the appointment, including exposed wiring, broken fittings, slippery floors, aggressive pets, or unsafe structural conditions. We may pause or stop the work if we believe there is an immediate risk to staff, occupants, or the property.

Payments

Payment terms will be confirmed during booking or set out in a quotation. Unless stated otherwise, payment is due on completion of the service on the same day. For regular domestic cleaning or commercial arrangements, we may agree invoicing in advance or in arrears, but only where that has been expressly approved. All prices are shown in pounds sterling and may be subject to VAT where applicable.

You must pay all undisputed charges in full and on time. We may request a deposit for certain bookings, larger projects, repeat cancellations, or where special equipment or extended labour is required. Any deposit may be used toward the final invoice unless the booking is cancelled in accordance with the cancellation terms below. If payment is made by bank transfer, the funds must clear before any due date we specify.

Late payments may result in suspension of future bookings, interest or recovery costs where permitted by law, and referral to a debt collection process if necessary. If an invoice is disputed, you must notify us promptly with clear reasons and supporting information. Disputes do not automatically suspend your obligation to pay any amount that is not genuinely in dispute. We reserve the right to correct pricing errors or accidental omissions.

Where a price estimate is provided before the service begins, it is based on the information available at the time. An estimate is not a fixed quotation unless we expressly state that it is fixed. If the actual conditions differ significantly from those described, we may revise the price to reflect the additional work, time, or materials required. Any revised charge will be communicated as soon as reasonably possible.

Discounts, promotional rates, or package prices are offered at our discretion and may be withdrawn or amended without notice for future bookings. They do not apply retrospectively unless stated. Where a reduced rate is dependent on a recurring service, missed visits, access issues, or customer-requested changes may affect eligibility. Any complaint about an invoice must be raised within a reasonable period so that we can review it properly.

For clarity, payment obligations continue even if you are not present at the property at the time of service, provided that the work has been carried out in line with the agreed booking and access arrangements. Leaving keys, arranging concierge access, or providing entry codes does not change your responsibility to settle the invoice. We do not accept payment delays as a reason to postpone agreed service charges.

Cancellations and rescheduling

You may cancel or reschedule a booking by giving reasonable notice. Unless a different notice period is stated in your quotation or agreement, at least 24 hours’ notice is required for standard services. For larger, specialist, or heavily resourced jobs, a longer notice period may apply. If sufficient notice is not given, a cancellation charge may be levied to cover allocated time, staffing, and travel arrangements.

If you cancel after the cleaners have already arrived, or if access is unavailable on arrival, the booking may be treated as a late cancellation and charged in full or in part depending on the circumstances. We recognise that emergencies happen, and we may waive or reduce a charge at our discretion where there are genuine exceptional reasons. However, repeated short-notice changes may lead us to require prepayment for future appointments.

We may reschedule or cancel a booking if staff become unavailable, weather conditions present a safety issue, access to the property is not possible, or force majeure events occur. In such cases, we will aim to offer an alternative appointment or issue a refund for any prepayment received for the cancelled service element. We are not liable for costs arising from matters outside our reasonable control.

Liability

We will use reasonable skill and care in carrying out the cleaning service. However, except where prohibited by law, our liability is limited to the direct loss or damage caused by our negligence or breach of contract. We are not responsible for indirect or consequential losses, loss of profit, loss of business, or disappointment resulting from a delay, cancellation, or outcome that falls within normal service limitations.

You must remove or secure fragile, valuable, sentimental, or hazardous items before the service begins. This includes cash, jewellery, irreplaceable documents, unsecured electronics, and any objects that may be damaged by moisture, pressure, or cleaning products. Unless we have expressly agreed in writing to handle such items, we will not accept responsibility for them. The same applies to pre-existing damage, wear and tear, hidden defects, or items already weakened by age.

If damage is alleged, you must notify us as soon as reasonably possible and in any event within 24 hours of the service, providing photographs and a clear explanation. We may inspect the item or request additional information before deciding whether liability applies. Any claim will be considered in light of evidence, the condition of the item before cleaning, and whether our team followed instructions. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded.

We are not liable for damage caused by items that are improperly fitted, already faulty, unsuitable for cleaning, or unsafe to use. Examples include loose fixtures, unstable shelving, cracked surfaces, or appliances that fail during normal handling. You are responsible for informing us about any special care requirements, such as delicate flooring, untreated wood, stone surfaces, or protective coatings. Where appropriate, we may decline to use certain products or tools.

Waste regulations and disposal standards

During and after the service, waste must be handled in accordance with applicable UK waste and environmental rules. We will place rubbish, packaging, and collected debris only into the disposal method agreed with you or the one normally used for the property. If the job generates waste beyond ordinary cleaning residue, such as bulky refuse, contaminated materials, renovation debris, or hazardous items, it is your responsibility to arrange lawful disposal unless we have expressly agreed otherwise.

We do not remove regulated waste unless this has been specifically agreed in advance and all legal requirements can be met. Regulated waste may include chemicals, sharps, bodily fluids, asbestos-related material, electrical items, paint, solvents, or other substances that require special handling. If such materials are discovered during the service, we may stop work in the affected area and ask you to arrange appropriate collection or disposal. Any attempt to conceal hazardous materials may result in immediate termination of the booking.

Where cleaning involves bin emptying, bagging, or moving waste to an external collection point, you remain responsible for ensuring the waste can be lawfully presented for collection. We will not carry waste across public areas in breach of local rules or put staff at risk of contamination. If our team has to handle contaminated or potentially hazardous waste because it was not disclosed, additional charges may apply, and the service may be suspended.

We expect all customers to comply with environmental duties relating to recycling, waste segregation, and safe storage of refuse. Any special waste procedure must be explained before the booking begins. If our team reasonably believes that waste presents a public health or legal issue, we may refuse to continue until the issue is resolved. This is to protect staff, the property, and compliance with relevant legislation.

Any equipment, materials, or products supplied by us remain our property unless otherwise agreed and may be removed at the end of the service where appropriate. If you ask us to use your own products, we will do so only if they appear suitable and safe. We cannot guarantee the performance of customer-supplied products, nor can we accept responsibility for damage caused by defective or inappropriate products supplied by the customer.

Governing law

These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales. The courts of England and Wales will have exclusive jurisdiction unless mandatory law provides otherwise. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No delay or failure to enforce a right under these terms shall operate as a waiver of that right.

General provisions apply to the full service relationship. We may update these terms from time to time, and the version in force at the time of your booking will usually apply to that booking. Changes made for future use may be published or provided separately where required. By proceeding with a cleaning appointment, you confirm that you have read, understood, and accepted the terms relating to booking, payment, cancellation, liability, waste handling, and governing law.