Introduction
These Terms and Conditions outline the terms of use for our website, Hello Cleaners (hellocleaners.co.uk), and all cleaning services provided by Hello Services Ltd (“Company,” “we,” “us,” or “our”).
By using our website or booking a service (via phone, email, or online), you agree to these Terms and Conditions. If you do not agree, please refrain from using our services.
These Terms and Conditions have been written to comply with the Consumer Rights Act 2015. Nothing in these Terms and Conditions shall affect your statutory rights.
1. General Terms
1.1 Use of Website
You may not misuse our website or use it for fraudulent purposes.
1.2 Service Coverage
Our services are available across most of the UK. Availability may vary by location.
1.3 Booking and Quotations
Bookings can be made via phone, email, live chat, or online. All quotations are based on standard completion times. Final pricing may be adjusted if the scope of work changes.
1.4 Force Majeure
We are not liable for delays or failure to perform due to circumstances beyond our control including weather, illness, accidents, or road closures.
1.5 Customer Conduct and Safety
We reserve the right to cancel bookings if operatives feel unsafe or face harassment. No refunds will be issued in these cases.
1.6 Pets Policy
Customers must secure pets during service. We are not liable for any incidents or extra cleaning caused by pets.
1.7 Access and Lockout Policy
Failure to provide access within 30 minutes may result in cancellation and up to 50% charge. Waiting time may incur additional charges.
1.8 Data Protection
We protect personal data per GDPR. You may request to access or delete your data anytime.
2. Pricing and Payments
2.1 Pricing
Prices are based on average property size. Extra charges apply for additional services or unusual conditions.
2.2 Additional Charges
Customer is responsible for parking, congestion, and toll fees. Special handling may incur fees.
2.3 Payment Terms
Full payment is due on arrival unless agreed otherwise. Services may be cancelled without prior payment.
3. Service Terms
3.1 Service Performance
We aim to deliver services with care and punctuality. Delays due to external factors do not qualify for refunds.
3.2 Customer Responsibilities
Provide access, electricity, and water. Properties should be vacated during end of tenancy cleans.
3.3 Service Limitations
Stain, mould, or damage removal not guaranteed. Some services like appliances and wall washing must be pre-booked.
3.4 After Builders Cleaning
Ensure construction work is finished before cleaning. Heavy waste removal requires prior arrangement.
3.5 Carpet and Upholstery Cleaning
We do not guarantee full stain or odour removal. Customers must clear the area beforehand. Risks related to fabric condition, colour run, and drying apply.
3.6 Photos for Quality Assurance
We may take before/after photos for quality control and dispute resolution. These are stored securely.
4. Cancellations and Refunds
4.1 Cancellation Policy
Cancel more than 24 hours ahead to avoid charges. Short-notice cancellations incur a 30% fee.
4.2 Rescheduling
You may reschedule for free if 24 hours’ notice is given.
4.3 Refunds
Re-clean is the first remedy. Refusing re-clean limits refunds to max 10%. Full refunds only if team fails to attend or complete most of service. Complaints must be made within 7 days with evidence.
5. Damage and Liability
5.1 Insurance
We hold public liability insurance up to £1,000,000.
5.2 Damage Claims
Report damage within 48 hours. Valid claims may result in compensation or repair based on item’s value.
5.3 Exclusions
We’re not liable for damages to faulty items, sentimental objects, or pre-existing issues.
6. Guarantee and Complaints
6.1 Satisfaction Guarantee
7-day guarantee for end of tenancy cleaning, 3-day for deep and after builders cleaning. One re-clean per booking allowed.
6.2 Complaint Procedure
Complaints must be in writing with photos, submitted within 7 days. We do not handle complaints via phone or chat.
7. Final Notes
Terms may change without notice. Continued use of our services means you accept updates. Visit our website for the latest version.