Terms and Conditions for Hollandpark Cleaner

These Terms and Conditions set out the basis on which Hollandpark Cleaner provides domestic and commercial cleaning services within the United Kingdom. By making a booking, the customer agrees to be bound by these terms. If any part of these terms is not understood, the customer should review them carefully before confirming a service. These conditions are intended to create clarity around the cleaning service agreement, including how bookings are made, how payments are processed, when cancellations may apply, and how liability is limited.

In these terms, references to “we”, “us”, and “our” mean Hollandpark Cleaner, and references to “you” or “the customer” mean the individual or organisation requesting the services. These conditions apply to all standard cleaning appointments, recurring visits, end-of-tenancy work, specialist domestic cleaning, and other service categories offered under the Hollandpark Cleaner brand, unless a separate written agreement has been signed.

We reserve the right to amend these service terms from time to time. Any updated version will apply to future bookings from the date it is published or otherwise communicated. The version in force at the time of booking will normally apply to that specific appointment, unless a change is required by law or by a direct agreement between the parties.

1. Booking Process

How a Cleaning Booking Is Confirmed

A booking request may be made through the channels made available by Hollandpark Cleaner, and it must include accurate information about the property, the required service, the preferred date and time, and any special instructions that may affect the work. A request is not automatically accepted when it is submitted. The booking becomes confirmed only when we have reviewed the request and issued a confirmation of appointment. Until that confirmation is given, no service contract is formed.

We may ask for additional information before accepting a booking, especially where the property is unusually large, access is restricted, there are safety concerns, or the requested task is outside a routine cleaning services contract. We may also decline a booking if we believe the work cannot be completed safely, lawfully, or within the proposed time frame. The customer is responsible for ensuring that all details provided are complete, truthful, and kept up to date.

If the customer is booking on behalf of a landlord, tenant, managing agent, business, or other third party, the person making the booking confirms that they have authority to do so. Any instructions given by that person will be treated as instructions from the customer. Where access to the property is controlled by a third party, the customer must ensure that entry arrangements are in place before the scheduled arrival time.

Arrival times may be given as a window rather than a fixed minute. While we make every effort to arrive on time, appointments can be affected by traffic, weather, staffing, or earlier services running longer than expected. Reasonable delays do not usually entitle the customer to compensation, provided we continue to act with due care and within a reasonable period.

Where an estimate is provided, it is based on the information available at the time. An estimate is not a guarantee of exact duration, because the condition of the premises, the level of build-up, or the presence of unexpected issues may affect the time required. A revised price may be necessary if the actual scope differs materially from the information supplied at booking.

2. Payments and Charges

Pricing, Invoicing, and Accepted Payment Methods

All fees will be stated in pounds sterling unless agreed otherwise. The price may be presented as a fixed charge, an hourly rate, or a service estimate. Unless a different arrangement has been agreed in writing, payment is due on completion of the service or on receipt of invoice, depending on the service type. For recurring Hollandpark cleaning services, payment may be taken after each visit or in advance for a block of visits.

We may require a deposit or advance payment for certain bookings, including larger projects, short-notice appointments, or services requiring specialist equipment or materials. A booking may be held provisionally until the required deposit has been received. If the customer fails to make payment by the due date, we reserve the right to postpone or cancel the appointment and charge any reasonable administrative costs permitted by law.

Payments must be made using the methods accepted at the time of booking. If payment is made by bank transfer, the customer must ensure that funds are cleared in full. If payment is made by card or other electronic means, the customer confirms that they are authorised to use that method and that sufficient funds or credit are available. Any chargeback or reversed payment made without proper grounds may result in the suspension of future services and recovery of associated costs.

3. Cancellations, Rescheduling, and Missed Appointments

Customer Cancellations and Changes

The customer may cancel or reschedule a confirmed appointment by giving reasonable notice. The amount of notice required may vary depending on the type of service, the level of preparation involved, and whether staff, materials, or equipment have already been allocated. If cancellation occurs after our team has already departed, arrived at the property, or completed part of the work, a charge may apply for time, travel, and any materials used.

Where a cancellation is made too close to the appointment time, we may retain a deposit or charge a cancellation fee reflecting our loss and the practical difficulty of filling the slot at short notice. This is intended to be a genuine pre-estimate of loss and not a penalty. If the customer wishes to move the booking rather than cancel it, we will try to accommodate the request, but rescheduling remains subject to availability.

If we are unable to access the property at the agreed time because the customer, occupier, tenant, key holder, or building manager is unavailable, the appointment may be treated as a missed visit. In that event, the full or partial service charge may still be payable. The same may apply where access is prevented by alarm systems, locked areas, parking restrictions, building rules, or inaccurate entry instructions supplied by the customer.

4. Our Service Standards and Limitations

Scope of Work and Customer Responsibilities

Hollandpark Cleaner will carry out services with reasonable skill and care and in accordance with the service description agreed at booking. However, the customer acknowledges that cleaning work is not a restoration service and does not guarantee the removal of all stains, odours, marks, limescale, wear, mould, paint, or damage that has built up over time. Results may vary depending on the condition, material, and age of the surface being treated.

The customer must ensure that the premises are reasonably safe and suitable for the work to be carried out. This includes securing valuables, moving fragile items if requested, advising us of any hazards, and ensuring that electricity, water, and other necessary utilities are available. Unless agreed otherwise, we are not responsible for lifting heavy furniture, moving fixed appliances, or working in areas that may pose a risk to property or personnel.

Any special instructions, allergy concerns, fragile materials, security restrictions, or restrictions on cleaning products must be disclosed in advance. The customer is responsible for telling us about any item or surface that requires extra care. If the customer asks us to use a particular product or method, they accept responsibility for ensuring that it is suitable for the intended surface and for any consequences arising from that instruction, except where we acted negligently.

5. Liability and Insurance

Limits on Responsibility

We will use reasonable care and skill when providing the cleaning service, but our liability is limited to the extent permitted by law. Nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or any other matter that cannot legally be excluded under UK law. Subject to those requirements, we are not liable for indirect or consequential losses, loss of profit, loss of business, or loss of opportunity.

We are not liable for damage caused by pre-existing defects, wear and tear, faulty fixtures, unstable items, poorly fitted surfaces, hidden damage, or materials that are already weak, unsuitable, or deteriorated. Where an item is especially valuable, fragile, antique, or irreplaceable, the customer should notify us before the service begins. We may decline to clean certain items or areas if we believe the risk is too high.

If the customer believes that damage has occurred during the service, they must notify us as soon as reasonably possible and provide sufficient details to allow an investigation. Any claim should be supported by evidence, such as photographs taken promptly after the incident. We may inspect the area or item before any repair, replacement, or settlement is considered. The customer must take reasonable steps to reduce further loss or damage.

6. Waste, Recycling, and Disposal Rules

Handling Waste in Compliance with UK Regulations

Any waste generated as part of a cleaning service must be handled in accordance with applicable UK waste regulations. We will not remove, transport, or dispose of controlled, hazardous, clinical, electrical, or specialist waste unless this has been expressly agreed in advance and we are legally able to do so. This includes sharp objects, bodily fluids, chemical containers, asbestos-related materials, mould-contaminated waste in regulated settings, and items requiring licensed disposal.

The customer is responsible for identifying any waste that requires special handling. If we identify material that may be regulated, unsafe, or unlawful to remove, we may stop work in that area and notify the customer. We may also refuse to move waste that could contaminate staff, equipment, or other areas of the property. Any additional charges related to lawful disposal, segregation, protective equipment, or specialist handling will be discussed before proceeding where practicable.

We expect customers to provide access to suitable waste storage or disposal points where necessary, and to ensure that we are not asked to breach local building rules, landlord conditions, or environmental requirements. The customer remains responsible for the legal classification of waste originating from their property, except to the extent that we have explicitly agreed to handle it and are acting within the law.

7. Complaints, Service Issues, and Remedies

How Problems Are Handled

If the customer believes that a service has not been delivered in accordance with the agreed scope, they should raise the issue promptly so that it can be assessed and, where appropriate, corrected. We may offer a revisit, partial refund, or other reasonable remedy depending on the nature of the complaint and whether we are given a fair opportunity to inspect the issue. Remedies will be considered in light of the original instructions, the condition of the premises, and the evidence available.

We are not responsible for complaints arising from unclear instructions, changed circumstances, customer interference, or issues that were not reasonably visible at the time of service. Where a revisit is offered, it will normally be limited to the area or item concerned and must take place within a reasonable period. Any further work outside the original scope may be chargeable.

The customer must not withhold payment for unrelated parts of the service unless required by law or agreed in writing. Any genuine dispute should be raised in good faith and supported by relevant information. Nothing in these terms affects the customer’s statutory rights.

8. Termination, Suspension, and General Provisions

We may suspend or stop services immediately if the property becomes unsafe, if the customer behaves abusively, if payment is overdue, if access is denied, or if continuing would require us to act unlawfully. We may also refuse future bookings where a serious breach of these terms has occurred. In such cases, any work already completed will remain payable.

These terms form the entire agreement between the parties in relation to the services, unless varied in writing. If any provision is found to be unlawful or unenforceable, the remaining provisions will continue in force. A failure by us to enforce a right at any time does not mean that right has been waived. Headings are included for convenience only and do not affect interpretation.

9. Governing Law and Jurisdiction

This agreement and any dispute or claim arising from it 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 over any dispute arising from or connected with these Hollandpark Cleaner terms, except where mandatory consumer law provides otherwise.

By confirming a booking, the customer acknowledges that they have read, understood, and agreed to these terms and conditions. These provisions are designed to support a fair and transparent cleaning services agreement while allowing the service to be delivered efficiently and lawfully.