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
Use of our website is subject to these terms. 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 any failure or delay in performance due to events outside our reasonable control such as weather, natural disasters, strikes, illness, or road closures.
1.5 Customer Conduct and Safety
We reserve the right to cancel bookings immediately if our operatives feel unsafe or face harassment. The service will be forfeited and no refund issued.
1.6 Pets Policy
Customers must secure pets during the service. We are not liable for incidents or extra cleaning due to 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 beyond agreed arrival is charged at £15 per 15 minutes.
1.8 Data Protection
We protect personal data according to GDPR. We do not share your data except by law or with your consent. You may request to access or delete your data at any time.
2. Pricing and Payments
2.1 Pricing
Prices are based on average property size and standard conditions. Extra charges may apply for additional scope or unusual conditions.
2.2 Additional Charges
Customers are responsible for parking fees, congestion, and tolls. Special equipment or delicate items may incur extra charges.
2.3 Payment Terms
Full payment is due on team arrival unless agreed otherwise. Failure to pay may result in cancellation.
3. Service Terms
3.1 Service Performance
We aim to deliver services with care and punctuality. External delays do not qualify for refunds.
3.2 Customer Responsibilities
Customers must provide access, electricity, and hot water. End of tenancy cleaning requires the property to be vacated. Cupboards and drawers must be emptied for deep/internal cleaning.
3.3 Service Limitations
We do not guarantee stain, mould, or damage removal. Appliance cleaning, mould treatment, or wall washing must be pre-booked as separate services.
3.4 After Builders Cleaning
All major works must be completed before cleaning. Property must be safe, accessible, and free from builders and tools. Heavy waste is not included. Paint/plaster removal is not guaranteed. Wall cleaning is separate. Utilities must be available. Re-cleans are void if the site is altered after the clean.
3.5 Carpet and Upholstery Cleaning
We are not liable for shrinkage due to poor fitting or pre-existing wear. Stain/odour removal is not guaranteed. Furniture must be moved by the customer. Stationary items will not be moved. Notify us of natural fibres. Drying time may vary.
3.6 Photos for Quality Assurance
We may take time-stamped before/after photos for quality assurance and disputes. These are stored securely and only used for internal or legal purposes.
4. Cancellations and Refunds
4.1 Cancellation Policy
Cancel more than 24 hours before service to avoid fees. Cancellations within 24 hours are charged at 30% of the booking value.
4.2 Rescheduling
Reschedules are free if done more than 24 hours in advance.
4.3 Refunds
• The customer agrees that the first remedy for any complaint is a free re-clean, which must be accepted if offered.
o If the customer refuses a re-clean for any reason, they agree to waive the right to any full or partial refund and instead become eligible for a maximum refund of 10% of the total booking value.
• A full refund will only be granted under the following circumstances:
o The service was cancelled by Hello Services.
o The cleaning team failed to attend.
o The team attended but did not complete at least 75% of the agreed service (as listed on the invoice), supported by clear visual evidence.
o In all other cases, full refunds will not be offered.
• A partial refund will only be considered after a re-clean has been arranged and completed, and the customer remains dissatisfied with specific areas. The customer must provide visual evidence clearly demonstrating unresolved issues within the service scope. Any partial refund issued will be proportionate to the value of the missed areas as itemised on the original invoice.
• Re-cleans and refunds are subject to the following conditions:
o The complaint is raised in writing within 7 days of the original service.
o The property has not been re-occupied, altered, or cleaned by another provider prior to re-clean.
o The original booking has been paid in full and the service terms were adhered to by the customer (e.g. access provided, no disruption, utilities available).
• The company reserves the right to investigate all claims and will make a decision based on visual evidence, service logs, and technician feedback.
• Refunds, if approved, will be calculated based on the portion of work not completed to standard, not on the total booking value, unless stated otherwise above.
5. Damage and Liability
5.1 Insurance
We carry public liability insurance up to £1,000,000.
5.2 Damage Claims
Damage must be reported within 48 hours. Valid claims may result in repair or compensation based on item value.
5.3 Exclusions
We are not responsible for damage caused by faulty items, pre-existing issues, or irreplaceable goods.
6. Guarantee and Complaints
6.1 Satisfaction Guarantee
Complaints must be made in writing within 3 days for all other services and 7 days for end of tenancy cleaning. Only one re-clean per booking is permitted.
6.2 Complaint Procedure
Complaints must be made in writing within the timeframes stated above and include photos and descriptions. Phone or live chat complaints are not accepted.
7. Final Notes
Terms may change at any time without notice. Your continued use of our services confirms acceptance of updates. Always check the latest terms at hellocleaners.co.uk/terms-and-conditions.