Terms And Conditions
Holland Park Cleaners Terms and Conditions
These Terms and Conditions set out the basis on which Holland Park Cleaners provides domestic and commercial cleaning and related services within the United Kingdom. By placing a booking with Holland Park Cleaners, you agree to be bound by these Terms and Conditions. Please read them carefully before confirming any service.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the individual, company, or organisation booking or receiving services from Holland Park Cleaners.
Company means Holland Park Cleaners, the provider of the cleaning services.
Services means any cleaning, housekeeping, end of tenancy cleaning, after-builders cleaning, office cleaning, or related services supplied by the Company.
Premises means the property or location where the Services are to be performed.
Cleaner means any employee, worker, or subcontractor engaged by the Company to provide the Services.
2. Scope of Services
The Company provides professional cleaning and related services at residential and commercial premises within its operating areas in the UK. The specific scope of the Services, including tasks, frequency, and duration, will be agreed at the time of booking. The Company reserves the right to decline a booking where the requested Services fall outside its standard offering, are unsafe, or are not reasonably practicable.
Any descriptions of Services provided in advertising materials, on the Company website, or in verbal communications are for general guidance only and do not form part of a contract unless expressly confirmed in writing as part of the booking confirmation.
3. Booking Process
3.1 Bookings may be requested via the Company’s online form or through other accepted communication methods as made available by the Company from time to time.
3.2 A booking is not considered confirmed until the Client has received a booking confirmation from the Company specifying the date, time, type of Service, estimated duration, and applicable charges.
3.3 The Client is responsible for providing accurate information at the time of booking, including property type and size, access details, parking arrangements, and any special requirements. The Company reserves the right to adjust pricing or cancel a booking if the information provided is inaccurate or incomplete.
3.4 The Client must ensure that appropriate access to the Premises is available at the agreed start time. If the Cleaner is unable to gain access, waiting time and any abortive visit may be charged in accordance with these Terms and Conditions.
4. Service Times and Access
4.1 The Company will use reasonable endeavours to attend the Premises at the agreed time, but arrival times are estimates only and may be affected by traffic, weather, or other circumstances beyond the Company’s control.
4.2 The Client must ensure that the Premises are safe, adequately lit, and suitable for the provision of the Services. The Company may refuse to provide or may suspend Services where it considers that health and safety requirements are not met.
4.3 The Client must provide access to water and electricity where reasonably required for the performance of the Services.
4.4 Where keys are supplied to the Company, the Client is responsible for ensuring that keys are in good working order. The Company accepts no responsibility for loss or damage caused by faulty keys, locks, or security systems.
5. Client Obligations
5.1 The Client shall provide clear instructions regarding any specific areas, items, or surfaces requiring particular care or to be excluded from cleaning.
5.2 The Client must secure or remove cash, jewellery, valuable items, and important documents prior to the Cleaner’s attendance. The Company does not accept liability for loss of such items unless directly caused by the proven negligence or misconduct of the Cleaner and notified in accordance with these Terms and Conditions.
5.3 The Client shall ensure that any pets at the Premises are controlled or contained so as not to interfere with the provision of the Services or pose a risk to the Cleaner.
6. Pricing and Payments
6.1 Prices for Services will be communicated to the Client before confirmation of the booking. The Company may offer either fixed-price quotations or hourly rates, depending on the nature of the work.
6.2 All prices are stated in pounds sterling and, where applicable, include VAT or other relevant taxes, unless otherwise specified.
6.3 The Company reserves the right to revise its prices from time to time. Any change in pricing will not affect confirmed bookings, save where the scope of work or information provided by the Client has changed.
6.4 Unless otherwise agreed in writing, payment is due on completion of the Services or in advance for one-off or specialist cleans. For regular ongoing Services, payment terms may be weekly, fortnightly, or monthly, as notified to the Client.
6.5 Payment may be made by accepted electronic payment methods, bank transfer, or other methods made available by the Company. Cash payments may be refused at the Company’s discretion.
6.6 In the event of late payment, the Company reserves the right to charge interest on overdue amounts at the statutory rate and to suspend or cancel further Services until payment is received in full.
7. Cancellations, Rescheduling, and Missed Appointments
7.1 The Client may cancel or reschedule a booking by giving the Company adequate notice. The minimum notice period for cancellation or rescheduling is 24 hours prior to the scheduled start time, unless a different period is specified for particular types of Service.
7.2 Where less than the required notice is provided, the Company may charge a late cancellation fee up to the full estimated cost of the booking, to cover the Cleaner’s allocated time and administrative expenses.
7.3 If a Cleaner attends the Premises and is unable to gain access, or the Client refuses entry without prior cancellation, this will be treated as a late cancellation and the full fee may be charged.
7.4 The Company reserves the right to cancel or reschedule a booking due to circumstances beyond its control, including staff illness, severe weather, emergencies, or operational issues. In such cases, the Company will offer an alternative appointment where reasonably possible. The Company shall not be liable for any loss arising from such cancellation or rescheduling.
8. Quality of Service and Complaints
8.1 The Company aims to provide Services with reasonable skill and care. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as reasonably practicable and, in any event, within 24 hours of the completion of the Service in question.
8.2 Wherever feasible, the Company will arrange for the area of concern to be re-cleaned or otherwise remedied, at no extra cost to the Client, provided that the complaint is justified and the Premises are in a similar condition to that at the time of the original Service.
8.3 The Company’s obligation to remedy is limited to the extent of the original Service and does not extend to consequential losses or additional work not included in the original agreement.
9. Supplies, Equipment, and Health and Safety
9.1 Unless otherwise agreed, the Company will provide its own cleaning products and equipment. Where the Client requests or insists on the use of their own products, the Company accepts no liability for any damage or adverse effects arising from those products.
9.2 The Client must inform the Company of any sensitive surfaces, delicate materials, or items that require specific cleaning methods. The Company is not liable for damage where it has not been made aware of such requirements.
9.3 The Company adheres to health and safety regulations and expects Clients to do the same. The Client must not request the Cleaner to undertake any task that is unsafe, illegal, or beyond the scope of normal cleaning work, such as lifting excessively heavy items, working at dangerous heights, or handling hazardous substances.
10. Waste Regulations and Disposal
10.1 The Company will dispose of general household and office waste generated during the performance of the Services, using the Client’s on-site bins and recycling facilities, in line with local authority waste collection requirements.
10.2 The Company does not, as part of standard Services, remove large volumes of waste, bulky items, construction rubble, electrical equipment, hazardous substances, or regulated clinical waste from the Premises.
10.3 Where the Client requires removal of significant quantities of waste or items that fall under specific waste regulations, this must be agreed in advance and may be subject to additional charges and separate terms.
10.4 The Client is responsible for ensuring that any special waste at the Premises is properly identified and segregated. The Company reserves the right to refuse to handle or dispose of any waste that it reasonably believes to be hazardous or non-compliant with applicable waste management regulations.
11. Liability and Insurance
11.1 The Company shall perform the Services with reasonable care and skill. If the Company is found liable for any loss or damage suffered by the Client arising from the provision of the Services, such liability shall be limited to the value of the particular booking during which the loss or damage occurred, except where such limitation is not permitted by law.
11.2 The Company maintains appropriate insurance cover for public liability and, where applicable, employer’s liability. Details of cover can be made available upon reasonable request.
11.3 The Company is not liable for:
a. Normal wear and tear, or deterioration of existing conditions at the Premises.
b. Pre-existing damage, defects, or staining that cannot be removed or remedied by normal cleaning methods.
c. Loss or damage arising from inaccurate or incomplete information provided by the Client.
d. Loss of profit, loss of business, or any indirect or consequential loss.
11.4 Nothing in these Terms and Conditions shall exclude or limit the Company’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under applicable law.
12. Damage, Breakage, and Notification
12.1 The Client must notify the Company of any alleged loss or damage to property within 24 hours of the completion of the relevant Service, providing details and, where possible, supporting evidence.
12.2 The Company reserves the right to inspect the alleged damage before making any decision regarding repair, replacement, or compensation.
12.3 Where damage is assessed as minor and repair is reasonably possible, the Company may arrange for repair rather than replacement. Any compensation shall be limited to the current market value of the item or the cost of repair, whichever is lower.
13. Personal Data and Privacy
13.1 The Company will collect and process personal data from Clients only as necessary to manage bookings, provide Services, handle payments, and comply with legal obligations.
13.2 The Company will take reasonable steps to protect Client data from unauthorised access, loss, or misuse and will retain such data only for as long as necessary for the purposes for which it was collected or as required by law.
14. Force Majeure
14.1 The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from events, circumstances, or causes beyond its reasonable control, including but not limited to severe weather, transport disruption, strikes, accidents, illness, or emergencies.
14.2 In such circumstances, the Company will use reasonable endeavours to resume Services as soon as practicable or to offer an alternative appointment.
15. Termination of Ongoing Services
15.1 Either party may terminate an ongoing regular Service arrangement by providing written notice in accordance with any agreed notice period, or where no period has been specified, by giving at least 7 days’ notice.
15.2 The Company may terminate the provision of Services with immediate effect if the Client:
a. Fails to pay any sum due on the due date.
b. Behaves abusively or unreasonably towards the Cleaner or Company staff.
c. Requests or requires the Cleaner to perform tasks that are unsafe, unlawful, or outside the agreed scope of Services.
16. Amendments to Terms and Conditions
16.1 The Company reserves the right to update or amend these Terms and Conditions from time to time. Any revised terms will be published or made available to Clients and will apply to new bookings from the date of publication.
16.2 For ongoing regular Services, the Company will give reasonable notice of any material changes to these Terms and Conditions. Continued use of the Services after such notice will constitute acceptance of the updated terms.
17. Governing Law and Jurisdiction
17.1 These Terms and Conditions and any dispute or claim arising out of or in connection with them, or with the provision of the Services, shall be governed by and construed in accordance with the laws of England and Wales.
17.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or the Services provided by the Company.
18. Severability
18.1 If any provision of these Terms and Conditions is held by a court or competent authority to be invalid or unenforceable, such provision shall be interpreted in a manner consistent with applicable law to reflect, as nearly as possible, the original intention of the parties, and the remaining provisions shall remain in full force and effect.
19. Entire Agreement
19.1 These Terms and Conditions, together with any written booking confirmation or agreement, constitute the entire agreement between the Client and the Company relating to the provision of the Services and supersede any prior understandings, representations, or agreements, whether oral or written.
By confirming a booking with Holland Park Cleaners, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.
