TERMS & CONDITIONS

These terms explain what our cleaning services include, how to prepare for a visit, how bookings and payments work, and what happens if plans change or a concern arises.

How to use these terms

Read section 1 and the general terms in sections 9 to 13 together with the sections for the services you book. Sections 2 to 8 contain the service-specific requirements. Your booking confirmation identifies the agreed work, price and any specific arrangements.

1 Our agreement with you

1.1 Company and contact details

1.1.1 These terms cover cleaning services supplied by Homco Ltd, trading as The Happy House Cleaning, company number 15567674 (we, us). You can contact us at office@thehappyhousecleaning.co.uk, on 020 7101 4326, or at 69 Hazelwood Avenue, Morden, London SM4 5RS. You means the person or business booking the service.

1.2 Booking confirmation and contract documents

1.2.1 Your contract consists of these terms, the service description and any specific promises or changes agreed with you, together with our booking confirmation. We provide the terms before you agree to book and send confirmation in a form you can retain, such as email. A quotation or enquiry alone does not create a booking. The contract is formed when we accept your booking and confirm it to you.

1.2.2 The confirmation identifies the property, service, included rooms and tasks, appointment arrangements, price or calculation method, minimum charge, payment arrangements and any agreed exclusions or additional costs. Tell us promptly if something is incorrect. A specific agreed booking term takes precedence over a general term where they conflict, but cannot remove rights that the law protects.

1.3 Authority to book and our service standard

1.3.1 If you book for an owner, tenant, landlord or business, you must have authority to arrange the work and access. Tell us who is responsible for payment and who may approve changes. A landlord, agent or other representative can inspect or raise concerns on your behalf with your authority; their presence is not a condition of your statutory rights.

1.3.2 We supply the agreed service with reasonable care and skill. We remain responsible for work performed on our behalf, including by subcontractors. Statements about the service on which you reasonably rely are not cancelled by a general disclaimer in these terms.

2 End of tenancy cleaning

2.1 Scope and property readiness

2.1.1 End-of-tenancy cleaning assumes the occupants have moved out, belongings have been removed as agreed and the property is ready for cleaning. If that is not the case, we discuss rescheduling under clause 2.4.1. Ordinary circulation areas serving the agreed rooms are included unless the quotation clearly states otherwise; an extra room or separately usable area requires scope and price agreement.

2.2 Included materials and equipment

2.2.1 Standard end-of-tenancy cleaning includes the cleaning materials and equipment stated in the service description. Specialist additions must be separately identified.

2.3 Seven day end of tenancy guarantee

2.3.1 Our additional seven-day end-of-tenancy guarantee covers cleaning omissions within the agreed end-of-tenancy scope reported within seven calendar days after completion. We arrange a return visit to address those omissions without a further cleaning charge. Supply the relevant inspection comments and reasonable access. This additional promise does not itself apply to deep, pre-tenancy or after-builders cleaning unless expressly offered; statutory remedies still apply to every service.

2.3.2 The additional guarantee does not cover new soiling, new building work, tasks excluded from the booking or a result specifically identified and agreed as unachievable before treatment. An exclusion affects only the relevant item or area. We do not guarantee a landlord’s deposit decision, deductions for matters outside our work, or complete restoration of worn items. Any stronger specific promise made when you booked remains binding.

2.4 Occupants remaining in the property

2.4.1 Where an end-of-tenancy visit must be rearranged because occupants have not moved out, our charge is limited to reasonable wasted travel costs within the £15 or £20 travel allowance expressly stated and agreed before booking. No separate cancellation penalty applies in that situation. If no allowance was agreed, we do not impose an automatic tariff retrospectively.

2.5 Agency key collection

2.5.1 For end-of-tenancy bookings, agency key collection within 1.5 miles of the property is included where arranged before the visit. Give the agency address, opening hours and collection authorisation. Any longer-distance collection or key return arrangements and charges must be agreed in advance. We record receipt and return and take reasonable care of keys.

3 After builders cleaning

3.1 Renovation work and agreed scope

3.1.1 Deep cleaning and after-builders cleaning are different services. Tell us about renovation work and remaining tradespeople, debris, paint, plaster or building materials. Where an end-of-tenancy or deep-clean booking actually needs after-builders work, we explain the difference and agree any new scope and price. We may recommend rescheduling until the works are finished.

3.2 Building waste and new contamination

3.2.1 Removal of building waste, dangerous debris, specialist residues or heavy materials is not included in routine cleaning unless expressly agreed and within our capabilities. Work by others during or after the clean may cause new dust or soiling; we are not responsible for that new contamination, but remain responsible for defects in our own work.

4 Carpet upholstery rug and mattress cleaning

4.1 Fabric information and suitability checks

4.1.1 Tell us about known fibres, care labels, shrinkage, colour transfer, damaged seams, loose backing and previous cleaning products. Wool, cotton, velvet, suede, bouclé and other sensitive materials may need a different method, lower temperature or restricted treatment. We inspect and, where appropriate, test an inconspicuous area. Testing reduces risk but does not establish that an unsuitable material can safely be wet-cleaned.

4.2 Treatment limitations and customer agreement

4.2.1 We explain material-specific limitations before treatment and obtain agreement to any changed scope. If a safe suitable method is unavailable, we decline that treatment. An agreed limitation concerns the achievable result; it is not permission to work negligently or an exclusion of damage caused by us.

4.3 Stains odours and contamination

4.3.1 Complete removal of every stain, odour or discolouration is not promised unless expressly agreed after assessment. Results depend on the material, age and source of staining, previous chemicals and underlying damage. Urine, perspiration, blood, vomit and other contamination may remain within mattress fillings, underlay or padding despite surface treatment. Cleaning is not a guarantee of sterilisation or removal of an underlying cause.

4.4 Additional treatment and pet hair

4.4.1 Appropriate stain pre-treatment, dwell time and extraction are selected by the technician. We stop repeated treatment when further work would risk damage or is unlikely to help. Additional treatment beyond the quotation, including unusually extensive pet-hair removal, needs the approval required by section 9.3.

4.5 Drying and aftercare

4.5.1 Drying times are estimates affected by ventilation, temperature, humidity and the item. We provide suitable aftercare advice. Avoid using damp upholstery or replacing objects that may transfer colour until safe. We are responsible for our own work; we are not responsible for later soiling or damage caused by disregarding reasonable aftercare advice, to the extent that this caused the problem.

4.6 Minimum booking charge

4.6.1 The standard minimum charge for carpet cleaning and for upholstery cleaning is £65 per booking of the respective service. For a combined booking, the confirmation must state the total minimum payable; two minimum charges are not automatically added together.

4.7 Rug cleaning prices

4.7.1 Rug cleaning is charged at the price agreed for the particular rug.

5 Oven and appliance cleaning

5.1 Number of appliances included

5.1.1 Tell us the number and type of appliances to be cleaned. A second oven, refrigerator or other additional appliance is not included merely because one appliance of that type is included. Any additional unit and price must be agreed first.

5.2 Ovens extractors and fragile components

5.2.1 Oven and extractor cleaning addresses accessible grease and deposits using suitable methods. Burnt-on residue, permanent etching, corrosion and worn finishes may not be removable. We do not force apart brittle, damaged or seized components, glass retainers or fittings. We explain any inaccessible parts and agree the affected scope before continuing.

5.3 Refrigerators and freezer preparation

5.3.1 Empty refrigerators and defrost freezers before the appointment where internal cleaning is booked. You are responsible for arranging safe storage of food. If a freezer has not been defrosted, we may, with your agreement, switch it off and clean only what can safely be accessed as it thaws. We do not force ice off or promise completion within the original visit. Any return visit requires an agreed scope and price.

5.4 Washing machines mould and discolouration

5.4.1 Mould or discolouration in washing-machine seals, drawers and similar components may be ingrained or caused by a continuing defect. We treat accessible areas where safe, but cleaning does not repair the appliance or guarantee elimination of persistent mould. We identify limitations and suggest repair or replacement where appropriate.

6 One off cleaning

6.1 Rates minimum hours and equipment

6.1.1 One-off Basic cleaning is £22 per hour where you provide the cleaning products and equipment, or £25 per hour with our cleaning detergents included and your equipment used. A cleaning team with products and equipment included is available from £35 per hour. One-off Deep cleaning is priced by quotation according to the property size, condition and agreed requirements, with cleaning products and equipment included. The booking confirmation states the agreed price, any minimum hours or charge, whether an hourly rate is per cleaner or for the whole team, how hours are counted and what is included. We do not silently multiply a team rate by the number of cleaners.

6.2 Priorities and customer supplied products

6.2.1 One-off visits cover agreed priorities within the authorised time. Estimates may change with the condition of the property. More or fewer hours are charged as clause 6.3.1 provides; extra time requires approval. Where you supply products or equipment, they must be suitable and safe. We tell you if an item is unsuitable and agree an alternative rather than use it regardless.

6.3 Estimated duration and additional hours

6.3.1 For hourly work, we agree the priorities and estimated duration. Charges reflect time actually worked, subject to the agreed minimum and any authorised extension. We obtain approval before exceeding the agreed hours or spending limit. If you decline an extension, we complete the agreed priorities within the authorised time. We do not charge you for time lost through our own fault.

7 Domestic cleaning

7.1 Rates minimum hours and equipment

7.1.1 The standard domestic cleaning rate is £19 per hour with a three-hour minimum. The confirmation states whether an hourly rate is per cleaner or for the whole team, how hours are counted and what equipment is included. We do not silently multiply a team rate by the number of cleaners.

7.2 Priorities and customer supplied products

7.2.1 Domestic visits cover agreed priorities within the authorised time. Estimates may change with the condition of the property. More or fewer hours are charged as clause 7.3.1 provides; extra time requires approval. Where you supply products or equipment, they must be suitable and safe. We tell you if an item is unsuitable and agree an alternative rather than use it regardless.

7.3 Estimated duration and additional hours

7.3.1 For hourly work, we agree the priorities and estimated duration. Charges reflect time actually worked, subject to the agreed minimum and any authorised extension. We obtain approval before exceeding the agreed hours or spending limit. If you decline an extension, we complete the agreed priorities within the authorised time. We do not charge you for time lost through our own fault.

7.4 Recurring arrangements

7.4.1 A recurring cleaning arrangement follows the frequency and payment terms in your confirmation. You may end it by notifying us; cancellation of the next scheduled visit is subject to section 11 where applicable. No extra termination penalty applies simply because you stop future visits.

7.5 Changes to future prices and terms

7.5.1 We give at least 28 days’ written notice of a proposed price or material term change for future recurring visits, explain the change and give you an opportunity to decline or end future visits before it takes effect without a termination charge. We do not retrospectively change completed work or an already agreed fixed-price booking. New one-off bookings use the terms agreed for that booking.

8 External window cleaning

8.1 Window details and access assessment

8.1.1 Quotations depend on the number, size and type of windows and access. We may request photographs or the full property address to assess the exterior. Tell us about obstructions, locked gates, fragile roofs, restricted land or other access limitations. An exterior view does not establish that every window is reachable.

8.2 Water supply and equipment access

8.2.1 Water-fed-pole work may require legal parking close enough for a vehicle-mounted supply, or an accessible external water supply for an agreed independent system. We confirm the intended method and customer requirements before booking. We do not assume permission to use a neighbour’s supply or enter neighbouring land.

8.3 Safety weather and cleaning limitations

8.3.1 We may decline unsafe access or postpone work in unsuitable weather. We discuss alternatives and charges before changing scope; no extra charge arises simply because our chosen equipment proves unsuitable despite accurate information from you. Fixed defects, failed glazing seals and inaccessible internal staining are not remedied by exterior washing.

9 Quotations payment and changes

9.1 Information required for an accurate quote

9.1.1 Give accurate details of the property size, rooms, bathrooms, appliances, windows, floor level, lift and stair access, parking, utilities, occupancy and condition. Tell us about pets and substantial pet hair, bodily fluids, pest activity, building dust or materials, heavy grease, known damage, delicate fabrics and surfaces, and products or treatments previously used.

9.1.2 Supply photographs or further details reasonably requested to assess the work. An estimate based on photographs or a description assumes those details fairly represent the areas to be cleaned. We will still inspect relevant conditions on arrival and carry out appropriate checks before selecting a method.

9.1.3 If you do not know a material or treatment history, tell us rather than guess. We do not treat silence as confirmation that every fabric is washable or every surface is sealed. We may limit or decline a treatment where reasonable checks cannot establish that it is suitable.

9.2 Prices taxes and optional charges

9.2.1 The price agreed in your booking confirmation applies. Consumer prices include applicable taxes and unavoidable charges. Optional services, materials, equipment, parking and collection charges must be disclosed and agreed before they are incurred. A website “from” price is a starting price, not a quotation for every property.

9.3 Changes to scope and approval of extras

9.3.1 Where the actual condition or scope differs materially, we explain the reason, proposed work, additional price and any effect on timing or achievable results before proceeding. This includes extra rooms, additional appliances, significant pet hair or contamination, or a different service being needed. Minor differences do not automatically justify a surcharge.

9.3.2 Changes require approval from you or your authorised contact. We record approval and confirm it by email or message; a telephone agreement is followed by a written record. If you cannot be reached, we carry out only safe work within the agreed scope and budget, or pause the affected work. We do not add work and seek payment retrospectively.

9.4 Payment deposits and secure payment links

9.4.1 Pay by the method and deadline stated before booking. If cash payment is unavailable, we can send a secure payment link to your email address. Do not email card details. A deposit is credited against the total and is not automatically non-refundable. Refunds and cancellation deductions are governed by sections 11 and 12.

9.5 Disputed invoices and overdue payments

9.5.1 Tell us promptly about a disputed invoice and pay any undisputed amount when due. We will investigate the disputed part; payment does not waive a complaint or damage claim. We may suspend future unperformed visits for overdue undisputed amounts after reasonable written notice. We do not restrict lawful chargeback or other payment-provider rights. Statutory commercial late-payment interest and compensation apply only to qualifying business debts, not consumer bookings.

9.6 Promotions and referral credits

9.6.1 Referral credits or promotional benefits are governed by clear offer conditions supplied before participation. These terms do not cancel credits already earned. We do not retrospectively withdraw a discount merely because you raise a complaint.

9.7 Worn surfaces and realistic results

9.7.1 Cleaning does not restore worn, corroded, scratched, stained-through or defective finishes to new condition. We record significant pre-existing issues and identify any specific result that cannot reasonably be achieved. We do not withdraw the entire agreed guarantee retrospectively because an unrelated surface is worn. Necessary changes are explained and agreed before the affected work.

9.8 Fixed price work

9.8.1 Fixed-price services are charged for the agreed scope, not by team size or how quickly our team finishes.

10 Property preparation access and safety

10.1 Entry arrangements and waiting time

10.1.1 Arrange lawful access for the agreed arrival window, provide working keys and any entry instructions, and make an authorised contact available by telephone. If we cannot gain access, we will make reasonable repeated attempts to contact you, including by telephone and email where available, and normally wait at least 30 minutes after arrival before leaving. We need not remain in an unsafe situation.

10.2 Electricity and water

10.2.1 Provide a safe working environment, working electricity and water where needed, and any permissions required for their use. Tell us before booking if these will not be available. If a failure prevents the service, we discuss safe alternatives or rescheduling; any charge must comply with section 11.

10.3 Parking permits and equipment drop off

10.3.1 Arrange legal parking or the necessary permit where equipment access requires it. Any customer-funded parking cost must be agreed in advance. You do not pay our parking fines. Equipment drop-off and later collection are available only if expressly arranged; they are not an automatic substitute when parking is unavailable.

10.4 Floor levels lifts and stairs

10.4.1 Tell us the floor level and whether a working lift can accommodate our equipment. Stair access is subject to a safe assessment. Carrying heavy extraction equipment above the third floor without a suitable lift requires prior agreement and may be declined. Disclosure of a floor level is not a promise that an unsafe carry will be undertaken.

10.5 Belongings and accessible areas

10.5.1 Remove valuables, confidential papers, fragile loose objects and avoidable clutter from the working areas. Empty cupboards, drawers, wardrobes and refrigerators where internal cleaning is booked. We clean accessible surfaces unless moving belongings is expressly included. We record inaccessible areas and tell you what could not be completed.

10.6 Moving furniture

10.6.1 We may move light furniture or items on suitable wheels where it is safe. Heavy, fixed, unstable or exceptionally fragile items must be moved before the visit by a suitable person if cleaning behind them is required. Customer assistance or a signed disclaimer does not oblige our staff to make an unsafe move.

10.7 People pets and hazards

10.7.1 Keep children, pets and other occupants clear of work areas, equipment, chemicals and wet surfaces. Follow reasonable drying, ventilation and re-entry advice. Tell us about known hazards, loose fittings, exposed wiring, sharps or potentially hazardous materials. Ordinary cleaning does not include specialist hazardous-waste removal, pest treatment or asbestos work unless separately and lawfully arranged.

10.8 Attendance inspection and securing the property

10.8.1 You need not stay throughout the clean, but we need an agreed way to reach you and secure the property afterwards. Please inspect the work with us where practical. Absence, a signed completion record or failure to inspect immediately does not automatically mean acceptance of a defect or loss of a claim.

11 Cancellation rescheduling and failed visits

11.1 Statutory cooling off period

11.1.1 If you are a consumer and book online, by telephone or through another qualifying distance or off-premises contract, you normally have 14 days after the day the contract is made to cancel without giving a reason. A booking for a date within that period does not, by itself, waive this right. Any legally extended cancellation period also applies where required information was not properly supplied.

11.2 How to cancel

11.2.1 To cancel, send or communicate a clear statement to the contact details in section 1. You may use the cancellation form at the end of this document but do not have to. It is sufficient to send your cancellation before the applicable period expires. We acknowledge cancellations received electronically.

11.3 Starting work during the cancellation period

11.3.1 We start work within that period only if you expressly request early performance. For off-premises contracts, give that request in a form you can retain, such as email. If you then cancel before the service is fully completed, you pay only the proportionate amount for work actually supplied at your request before cancellation, calculated as the law requires. No late-cancellation fee is added for exercising this right.

11.3.2 You lose the statutory cancellation right for a fully performed service only once it has been fully performed following your express prior consent to start and your acknowledgement that full performance will end that right. Starting work alone does not end it. Where the required information or request has not been obtained, we do not charge for early performance where the law prohibits it.

11.4 Refunds following statutory cancellation

11.4.1 We refund amounts due following statutory cancellation without undue delay and within 14 days after being informed of your decision, using the original payment method unless you expressly agree otherwise, without a refund fee. Any lawful proportionate charge under clause 11.3.1 is accounted for transparently.

11.5 Other cancellations and calculation of loss

11.5.1 Outside statutory cooling-off rights, please give at least 48 hours’ notice to cancel or rearrange a visit. With that notice, there is no cancellation charge for our standard cleaning services. With less notice, or where a visit cannot proceed because an agreed access or preparation requirement was not met, any charge is limited to reasonable net loss actually caused by that failure.

11.5.2 We take reasonable steps to reduce the loss, including trying to reallocate the slot, and deduct saved costs and replacement income. We explain the calculation and do not charge twice for the same loss or more than the agreed price for the affected visit. A deposit is applied to a justified charge and the balance returned. There is no automatic full-price, percentage or penalty charge.

11.6 Cancellation caused by us

11.6.1 We do not charge a cancellation fee where cancellation results from our breach or where the law gives you a right to cancel without that fee. If we cannot attend, we notify you promptly and offer a suitable replacement date or refund for unprovided work. This does not limit other legal remedies, including where an essential agreed completion date is missed.

12 Complaints remedies and liability

12.1 Reporting concerns and providing evidence

12.1.1 Tell us about a concern as soon as reasonably possible, preferably within 48 hours, with the booking reference, affected areas and photographs where available. This helps us distinguish an original defect from later use or soiling. The 48-hour request is not a legal claim deadline, and missing it does not automatically defeat a complaint.

12.2 Inspection and an opportunity to put things right

12.2.1 We investigate promptly, consider your evidence and explain our response. Please give us a reasonable opportunity to inspect and put right work for which we are responsible. Avoid unnecessary further damage and, where practicable, contact us before commissioning remedial work. This does not prevent urgent reasonable action or another legal remedy where a further visit would be inappropriate.

12.3 Repeat performance price reductions and refunds

12.3.1 Where legally required, we repeat or complete defective work at our expense within a reasonable time and without significant inconvenience. Where that remedy is impossible or is not provided on those terms, you may be entitled to a price reduction, potentially the full price, or other remedies. A refund due as a statutory price reduction is made without undue delay and within 14 days after we agree you are entitled to it, without a fee.

12.4 Unresolved complaints

12.4.1 If a complaint remains unresolved, we explain our final position and provide any dispute-resolution information required by law. Nothing requires you to abandon access to a court or a lawful payment dispute process.

12.5 Responsibility for loss and damage

12.5.1 We are responsible for loss or damage caused by our breach of contract or failure to use reasonable care and skill, subject to applicable law. For consumer contracts this includes loss that was reasonably foreseeable when the contract was made. We are not responsible for a pre-existing defect or later damage to the extent it was not caused or made worse by our work.

12.5.2 Please report damage promptly and preserve relevant evidence where safe. We investigate the cause and discuss an appropriate remedy, which may include suitable repair or compensation reflecting the actual loss. There is no automatic small-claim exclusion, blanket key-loss cap or requirement to accept credit instead of a lawful refund. Neither an unpaid invoice nor failure to attend inspection automatically extinguishes a claim.

12.6 Liability that cannot be excluded

12.6.1 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or statutory right that cannot lawfully be excluded or limited.

13 Records privacy and applicable law

13.1 Service records and photographs

13.1.1 We may make proportionate notes and photographs of relevant conditions, agreed limitations, work completed and reported damage for service administration, quality control and dispute handling. We explain this where appropriate, avoid unnecessarily capturing people, private papers or unrelated possessions, and handle records under our privacy notice and applicable data-protection law.

13.1.2 Access to records is limited to those who need them for legitimate service, insurance or legal purposes. We keep them only as justified by those purposes and applicable obligations. Operational photographs are not permission to publish identifiable customer photographs for marketing; any such use needs a separate appropriate authorisation.

13.2 Governing law and courts

13.2.1 These terms are governed by the law of England and Wales. Consumers retain any mandatory protection applicable in their place of residence and may bring proceedings in any court available to them under applicable law. For business customers, the courts of England and Wales have jurisdiction.

13.3 Remaining terms and enforcement

13.3.1 If a provision is unenforceable, the remaining provisions continue so far as they can lawfully operate. A delay in enforcing a right does not itself waive it. Nothing in these terms makes a consumer responsible for all our legal costs irrespective of a court’s decision or applicable law.

14 Cancellation form and early service request

14.1 Optional cancellation form

Complete and return this form only if you wish to cancel. You may instead send any other clear cancellation statement.

To Homco Ltd trading as The Happy House Cleaning
69 Hazelwood Avenue, Morden, London SM4 5RS
Email office@thehappyhousecleaning.co.uk
Telephone 020 7101 4326

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:

Service and booking reference: __________________________________________

Ordered on: _________________________________________________________

Name of consumer(s): __________________________________________________

Address of consumer(s): ________________________________________________

____________________________________________________________________

Signature of consumer(s) (only if this form is notified on paper):

____________________________________________________________________

Date: _______________________________________________________________

Delete “I” or “We”, “my” or “our” as appropriate.

14.2 Optional request to start within the cancellation period

Complete this section only if you want the service to start before your applicable 14-day cancellation period ends. Each statement requires your active agreement; neither is assumed from making a booking.

[ ] I expressly request that the agreed cleaning service starts on the date below, before my cancellation period ends. I understand that if I cancel after work starts but before it is fully performed, I may have to pay the lawful proportionate amount for work supplied before cancellation.

[ ] I consent to early performance and acknowledge that I will lose my statutory right to cancel this service once it has been fully performed. I understand that starting work alone does not end that right.

Booking reference: ____________________________________________________

Requested start date: __________________________________________________

Name: ______________________________________________________________

Signature or electronic confirmation and date: ______________________________

We provide you with a copy of your request and acknowledgement to retain. Your rights concerning defective work remain unaffected.