Terms & Conditions
These Terms and Conditions constitute a legal agreement between HM Cleaning Ltd (“the Company”) and the Client (“the Customer”).
By booking any service with HM Cleaning Ltd via telephone, WhatsApp, email, social media, website enquiry, or any other electronic means, the Client agrees to be bound by these Terms and Conditions.
HM Cleaning Ltd reserves the right to amend these Terms and Conditions at any time without prior notice.
1. DEFINITIONS
1.1 “Company” refers to HM Cleaning Ltd.
1.2 “Client” refers to the person, company, tenant, landlord, agency, or organisation booking services from HM Cleaning Ltd.
1.3 “Technician” refers to the employee, operative, or subcontractor carrying out cleaning services on behalf of the Company.
1.4 “Services” refers to any work carried out by HM Cleaning Ltd including Carpet Cleaning, Sofa Cleaning, Upholstery Cleaning, Rug Cleaning, Mattress Cleaning, and Window Cleaning.
1.5 “Appointment” refers to the scheduled booking date and time agreed between the Company and the Client.
2. BOOKINGS & QUOTATIONS
2.1 All quotations are provided based on the information supplied by the Client.
2.2 The Company reserves the right to amend quotations should the Client’s original requirements change or if the condition of the property/items differs from what was described.
2.3 Additional charges may apply for heavy staining, excessive soiling, pet hair, bodily fluids, odours, mould, parking charges, congestion charges, ULEZ charges, and additional items not included in the original booking.
2.4 Quotations are valid for 30 days unless stated otherwise.
3. ACCESS & CLIENT RESPONSIBILITIES
3.1 The Client must provide safe and unrestricted access to the property at the agreed appointment time.
3.2 The Client must ensure running water is available where required, electricity supply is available, and the work area is accessible and safe.
3.3 HM Cleaning Ltd reserves the right to charge a cancellation or waiting fee if technicians are unable to gain access to the property.
3.4 Clients are responsible for removing fragile, valuable, or breakable items before the service begins.
3.5 The Company accepts no liability for damage to items not secured or removed prior to cleaning.
4. PAYMENT TERMS
4.1 Where required, a 50% deposit must be paid in advance to secure the booking.
4.2 The remaining balance must be paid immediately upon completion of the service unless otherwise agreed in writing.
4.3 We accept payment by bank transfer, debit/credit card, or cash.
4.4 Commercial clients may receive invoice payment terms subject to prior agreement.
4.5 Outstanding balances may be subject to debt recovery procedures and additional recovery costs.
5. CANCELLATIONS & RESCHEDULING
5.1 A minimum of 48 hours’ notice is required to cancel or reschedule an appointment.
5.2 Cancellations made within 48 hours may result in loss of deposit or a cancellation fee of up to 50% of the booking value.
5.3 Same-day cancellations may be charged at the full booking amount.
5.4 If the Client fails to attend the appointment or provide access to the property, the booking may be treated as cancelled.
6. CARPET, UPHOLSTERY, SOFA & MATRESS CLEANING
6.1 While the Company uses professional equipment and industry-approved cleaning methods, complete stain removal cannot be guaranteed.
6.2 Certain stains including but not limited to bleach marks, dye damage, rust, paint, burns, chemical spills, permanent discolouration, and wear may be irreversible.
6.3 Cleaning may reveal pre-existing damage, wear, fading, or deterioration previously hidden by dirt or staining.
6.4 The Company cannot be held liable for fabric shrinkage, colour bleeding, fibre weakening, delamination, texture changes, pre-existing damage, or manufacturing defects.
6.5 Drying times are estimates only and depend on airflow, humidity, heating, and fabric type.
6.6 Clients should avoid using cleaned items until fully dry.
7. RUG CLEANING
7.1 Rug cleaning carries inherent risks depending on the rug’s age, condition, fibre type, backing, and dyes.
7.2 HM Cleaning Ltd cannot guarantee complete stain removal, odour removal, colour fastness, or shape retention.
7.3 The Company shall not be liable for dye migration, shrinkage, fringe damage, weak fibre separation, or distortion caused by pre-existing conditions.
7.4 Clients acknowledge that some rugs may carry higher cleaning risks due to their construction or condition.
8. WINDOW CLEANING
8.1 Window cleaning results may vary depending on existing scratches, damaged seals, hard water staining, oxidisation, and weather conditions.
8.2 The Company cannot guarantee removal of permanent marks or failed double-glazing stains.
8.3 For safety reasons, certain windows or areas may be inaccessible.
9. LIABILITY
9.1 HM Cleaning Ltd shall not be liable for delays caused by traffic, parking restrictions, vehicle breakdowns, severe weather, staff illness, or circumstances outside the Company’s control.
9.2 The Company shall not be responsible for pre-existing damage, wear and tear, weak or poorly fitted carpets, loose fixtures or fittings, or previously damaged fabrics or surfaces.
9.3 Any furniture moved by technicians is moved at the Client’s risk.
9.4 The Company’s maximum liability shall not exceed the total value of the service provided.
10. INSURANCE & CLAIMS
10.1 HM Cleaning Ltd holds Public Liability Insurance.
10.2 Any claims for accidental damage must be reported within 24 hours of service completion.
10.3 Claims reported after 24 hours may not be accepted.
10.4 The Company reserves the right to inspect and attempt to rectify any issue before considering compensation.
11. COMPLAINTS
11.1 Any complaints must be reported within 24 hours of completion of the service.
11.2 Complaints should be submitted by phone, email, or WhatsApp with supporting photographs where possible.
11.3 HM Cleaning Ltd will make reasonable efforts to resolve legitimate complaints.
12. REFUNDS
12.1 HM Cleaning Ltd does not offer refunds once work has been completed.
12.2 If the Client is dissatisfied, the Company may offer a re-clean at its discretion.
12.3 Refunds will not be issued for permanent stains, pre-existing damage, wear and tear, or issues outside the Company’s control.
13. HEALTH & SAFETY
13.1 HM Cleaning Ltd reserves the right to refuse or stop work where conditions are considered unsafe.
13.2 Technicians may leave the property immediately if subjected to abusive, threatening, or unsafe behaviour.
14. FORCE MAJEURE
14.1 HM Cleaning Ltd shall not be liable for failure or delay in providing services due to events beyond reasonable control including severe weather, traffic accidents, equipment failure, power outages, government restrictions, illness, or emergencies.
15. GOVERNING LAW
15.1 These Terms and Conditions shall be governed by the laws of England and Wales.
15.2 Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.
16. CONTACT DETAILS
HM Cleaning Ltd
Phone: 07741131498
Email: info@hmcleaningltd.com
Website: https://hmcleaningltd.com
By booking a service with HM Cleaning Ltd, the Client confirms they have read, understood, and agreed to these Terms & Conditions.