Terms & Conditions

Welcome to Haven Hands Cleaning Services Ltd. By accessing our website and booking our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

Haven Hands Cleaning Services Ltd is a company registered in England and Wales (Company #16943925) with our registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

These terms apply to all services provided by Haven Hands Cleaning Services Ltd ("we", "us", "our") to you ("the customer", "the client").

All bookings are subject to availability and acceptance by us. A booking is confirmed when:

• You have completed the online booking form or contacted us directly
• You have received a confirmation email with your unique Booking ID
• Payment has been initiated (or completed for certain services)

We reserve the right to decline any booking at our discretion. If we cannot accommodate your requested date/time, we will contact you to arrange an alternative.

All prices quoted are in British Pounds (£ GBP) and include VAT where applicable unless stated otherwise.

3.1 Pricing Structure

• Domestic Cleaning: £25 per hour (minimum 2 hours)
• Deep Cleaning: From £200 (based on property size)
• End of Tenancy: From £300 (based on property size)
• Office Cleaning: £25 per hour

3.2 Payment Methods

We accept payment via:

• Credit/Debit Card (via Stripe)
• Klarna (Pay later in 30 days)
• Bank Transfer

3.3 Payment Terms

Full payment is required before the cleaning service begins. For weekly/monthly contracts, payment is due on the first day of each billing cycle.

We understand that plans change. Please notify us as soon as possible if you need to cancel or reschedule.

Cancellation Timeframes & Refunds

• 24+ hours notice: Full refund minus 1.5% transaction fee
• Less than 24 hours notice: 30% refund minus 1.5% transaction fee
• No-show (cleaner arrives, no access): No refund (100% charge applies)

Rescheduling

• 24+ hours notice: Free rescheduling
• Less than 24 hours notice: £25 rescheduling fee
• Same-day rescheduling: £35 fee (subject to availability)

We strive to provide exceptional cleaning services. However, please note:

• Access to the property must be provided at the agreed time
• Water and electricity must be available for the cleaning team
• Please secure any valuables or sensitive items before our arrival
• If our team cannot access the property, a missed appointment fee will apply
• We are not responsible for items not properly secured

5.1 Quality Guarantee

If you are not completely satisfied with our service, please contact us within 2 hours of the cleaning service. We will arrange a free re-clean of any unsatisfactory areas at no additional cost, except for conditions beyond our control.

5.2 What We Do NOT Clean

• Human waste, bodily fluids, or biohazards
• Mould remediation (we can clean mild mould but not treat the cause)
• Pest infestations
• High-rise exterior windows (above ground floor without proper equipment)

Haven Hands Cleaning Services Ltd holds £2 million public liability insurance.

• We are fully insured for accidental damage caused during cleaning
• Claims must be reported within 24 hours of the cleaning service
• We are not liable for pre-existing damage or wear and tear
• We are not liable for items that were not properly secured
• Our liability is limited to the value of the service provided

As a customer, you agree to:

• Provide accurate information when booking
• Ensure safe access to the property
• Secure any pets during the cleaning (or inform us in advance)
• Inform us of any hazards or special requirements
• Provide parking information to avoid fines
• Pay any parking fines incurred due to incorrect information provided

We are committed to protecting your personal data. Please review our Privacy Policy for detailed information on how we collect, use, and protect your information.

By using our services, you consent to the collection and use of your personal information as described in our Privacy Policy.

We take all complaints seriously. If you are not satisfied with our service:

1. Contact us within 2 hours of the cleaning service
2. Provide your Booking ID and details of the issue
3. If possible, provide photos of the areas of concern
4. We will investigate and respond within 2 business days
5. If we cannot resolve the issue, we will offer a partial refund or re-clean

Contact us at: info@havenhandscleaning.co.uk or call 07398 279044

We reserve the right to update or modify these Terms and Conditions at any time without prior notice. Changes will be effective immediately upon posting to our website.

It is your responsibility to review these terms periodically. Continued use of our services after changes constitutes acceptance of the modified terms.

These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have any questions about these Terms and Conditions, please contact us:

• Phone: 07398 279044, 07438 592588, 07771 079305
• Email: info@havenhandscleaning.co.uk
• Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ