Haneefah Marie Cleaning & Clearance: Terms & Conditions

Haneefah Marie Cleaning & Clearance is a trading name of Haneefah Marie Enterprise Ltd, a company registered in England & Wales (company no. 13423408), registered office 7 Kenney Drive, Wick, Littlehampton, BN17 7TA ("we", "us", "our").

You can contact us on 07931 378059 or enquiries@haneefahmarie.co.uk.

These terms apply to every cleaning and clearance service we provide. "You" means the person, business or organisation booking the service. "Job" means each visit or service we carry out.

A consumer is an individual booking for personal or household use. A business customer is anyone booking in the course of a business, including letting agents, landlords with one or more let properties, property managers, block managers, companies, schools, builders and contractors. Some terms apply only to one group; where that is the case, we say so.

By requesting a quote, booking a service, or allowing us to start work, you accept these terms. If you book on behalf of someone else (for example a tenant, landlord, client or employer), you confirm you are authorised to accept these terms on their behalf, and you are responsible for payment unless we have agreed in writing to invoice someone else.

You must be at least 18 years old to book.

These terms, together with your written quote and booking confirmation, are the whole agreement between us. If there is a conflict, the written quote takes priority, then these terms. Any other terms you send us (such as a purchase order or your own supplier terms) do not apply unless we agree to them in writing and signed by a director.

"In writing" includes email, text message and WhatsApp.

We may refuse any booking at our discretion.

Quotes are based on the information, measurements and photos you give us, and are valid for 30 days. A price given without a site visit or photos is an estimate only and may change once we see the property.

If, when we arrive, the job is materially different from what was described (for example a larger property, extra rooms, much heavier soiling, grease or limescale build-up, pests, mould, belongings still in the property, extra items to clear, no parking or difficult access), we will tell you and agree a revised price before continuing. If you don't agree, we may leave, and you will pay a call-out charge of £30, plus the cost of any work already done at your request.

Where a job is priced by the hour, we will not go over the agreed hours without your agreement. If you don't agree to extra time, some areas may be left unfinished, and this is not a failure of our service.

A booking is confirmed only when we confirm it in writing.

Work before 8am, after 6pm, on Sundays or on bank holidays is charged at our standard price plus 20%, and this will be shown in your quote.

We may ask for a deposit (usually up to 50%) or full payment in advance to secure a booking, particularly for new customers, one-off jobs, large clearances, commercial jobs, and short-notice or out-of-hours bookings. Any deposit is shown in your quote and deducted from the final invoice.

Arrival times are approximate. We give an arrival window and will tell you if we are running late. Delays caused by traffic or events outside our control do not entitle you to a refund.

Our prices include our labour, equipment and standard products, unless your quote says otherwise. Specialist products or equipment that you request, or that the job turns out to need, may be charged extra, but only with your agreement.

Any introductory discount on regular cleaning is offered on the basis that the service continues for at least 4 visits. If you end the service before the 4th visit, we may charge the difference between the discounted and standard price of the first visit, as stated in your quote.

If you are a consumer and you book with us by phone, online, by message, or away from our premises, you have the legal right to cancel within 14 days of booking without giving a reason.

If you ask us to start work within those 14 days, you must request this expressly. If you then cancel, you must pay for the work done up to the point you told us you were cancelling. Once the service is fully completed, the right to cancel ends.

To cancel, tell us clearly in writing or by phone. Any refund due will be paid within 14 days.

You can cancel or rearrange free of charge with at least 48 hours' notice.

With less than 48 hours' notice, we may charge 25% of the quoted price. With less than 24 hours' notice, we may charge 50% of the quoted price.

Lockouts and failed access: if we arrive and cannot start the job within 30 minutes (for example no keys, keys that don't work, wrong or missing alarm code, no one home, no access, aggressive or loose animals, no electricity or hot water, or the property is still occupied or full of belongings), this counts as a same-day cancellation. We may charge 50% of the quoted price plus the call-out charge in 2.2.

Waiting time: if we are kept waiting after arrival, or work is interrupted because of you, other occupants or tradespeople, we may charge £5 per 15 minutes per team member.

Rescheduling with less than 5 hours' notice costs £12, payable before the new booking is confirmed.

These charges reflect time we can no longer offer to other customers. We will reduce or waive them if we manage to fill the slot.

These charges do not affect a consumer's rights under section 3.

Regular domestic cleaning can be ended by either side with 7 days' notice. Skipped regular visits with less than 48 hours' notice are charged under 4.2.

We may need to rearrange because of illness, vehicle breakdown, severe weather, unsafe conditions, strikes, utility failures or other events outside our reasonable control. We will tell you as soon as possible and offer the next available date. If that doesn't suit you, we will refund any money you have paid for the service not yet provided. We are not liable for delays or cancellations caused by events outside our reasonable control.

We may refuse, suspend or stop a job immediately, without liability, if:

1. (a)conditions are unsafe, unhygienic or unsuitable, or we discover hazards you didn't tell us about (see 6.8);
2. (b)anyone at the property is abusive, threatening, harassing, intoxicated or behaves inappropriately towards our team, or an animal threatens our team;
3. (c)you have not paid an earlier invoice that is overdue; or
4. (d)you have seriously or repeatedly broken these terms and not put it right within 7 days of us asking.

If we stop a job under 5.2, you pay for the work completed and any reasonable costs we have already incurred, which may be deducted from any deposit. Where we stop under 5.2(b), no refund is due for the remaining work, and we may refuse future bookings.

If a booked job is delayed by more than 6 weeks for reasons outside our control, either of us may cancel it, and any money paid for work not done will be refunded.

Accurate information: give us accurate details of the property, its size and condition, the tasks you want, and anything that needs special care. If information is inaccurate, we may adjust the price under 2.2.

Access and keys: give us safe access at the agreed time. Keys must open the locks without any special technique. Tell us at least 48 hours in advance if locks or codes change; if you don't, a failed visit is charged under 4.3. You must give us correct alarm codes and instructions. We are not responsible for false alarms or call-out charges caused by incorrect codes or instructions. Collecting or returning keys at a location other than the property is charged at £10 per trip within our area.

Parking: tell us about parking arrangements. If paid parking, a permit or a congestion or clean-air charge is needed, you agree to provide it or reimburse the cost. We are not responsible for parking fines caused by inaccurate parking information you gave us.

Utilities and facilities: working electricity, lighting and hot water must be available at your expense. You agree to let our team use a toilet and hand-washing facilities during the job.

Empty property (end-of-tenancy and after-builders): the property must be empty of belongings and rubbish, including cupboards, drawers, wardrobes and appliances, unless you have booked a clearance with us. For after-builders cleans, building work must be finished and the property free of tradespeople, tools and materials. Unless agreed otherwise, any rubbish left after a cleaning-only job remains your responsibility.

Valuables and fragile items: remove or secure cash, jewellery, documents, art, antiques, sentimental and irreplaceable items before we arrive, and tell us in advance about anything fragile or high value. We are not responsible for loss of, or damage to, items that should have been removed or secured under this clause, except where caused by our negligence.

Furniture and heavy items: we do not move heavy or fixed furniture or appliances (such as wardrobes, beds, sofas, TVs, fridges, freezers, cookers and washing machines) unless agreed in writing and priced in the quote. We do not stand on furniture or work above safe step-ladder height.

Hazards and safety: tell us in advance about anything that could harm our team, including known or suspected asbestos, mould, sharps or needles, drugs paraphernalia, bodily fluids, pests or infestations (including fleas and bed bugs), structural damage, gas or electrical faults, or aggressive animals. You confirm that the property is reasonably safe to work in.

Pets and children: tell us about pets in advance and keep them secure and away from the areas we are working in. Children must not be left unsupervised near our team, equipment or products. We are not responsible for the supervision of pets or children, for injury to or escape of pets, or for extra cleaning caused by pets. We do not clean up animal excrement or flea-infested areas unless agreed in writing.

Surfaces, fittings and materials: tell us about any delicate, specialist or damaged surfaces or fittings (such as natural stone, marble, untreated or waxed wood, antique finishes, high-gloss or matte painted surfaces, loose tiles or fragile sealant), natural-fibre carpets or rugs (such as wool, sisal or jute), and how they should be cleaned. If you don't, we are not responsible for damage caused by treating them in the normal professional way.

Your own equipment and products: if you ask us to use your equipment or products, they must be safe, suitable and in working order. We are not responsible for damage caused by them.

Permissions: you confirm that you own the property and any items, or have the permission of the owner, landlord, agent or management company, for the work to be done and for any items to be removed and disposed of. You are responsible for obtaining any consents needed.

Insurance (business customers and landlords): you must keep appropriate buildings, contents and liability insurance for the property. Consumers are strongly advised to have home insurance in place.

Our equipment: you are responsible for any loss of or damage to our equipment left at the property at your request, or caused by you, your occupants, tradespeople or animals. Where needed for multi-day jobs, you agree to let us store equipment securely at the property overnight.

Other trades on site: we are not responsible for cleaning that is affected or undone by tradespeople, occupants or other people at the property during or after our visit.

Cameras: if you use cameras or recording devices at the property, please tell us in advance.

If you don't meet these responsibilities, we may adjust the price, rearrange the job, or treat it as a cancellation under section 4.

Each service includes the tasks described on our website or in your quote. Anything not listed is not included.

Unless agreed in writing, we don't include: exterior windows above ground floor; work at height above safe step-ladder height; moving heavy furniture or appliances; inside appliances other than the oven in an end-of-tenancy clean; washing whole walls or ceilings; cleaning biohazards, sharps, or human or animal waste; specialist mould remediation; pest-infested properties; outdoor, garden, garage or loft areas; or carpet and upholstery cleaning.

Results: we always do our best, but we cannot guarantee to remove every stain or mark. Some are permanent, such as limescale etching, burns, rust, tannin and dye stains, bleaching, fading, discolouration, scratches, water damage, and wear and tear. Where a stain or mark cannot be removed using normal professional methods, this is not a failure of our service.

Mould: we can clean surface mould, but we cannot stop mould returning where it is caused by damp, condensation or poor ventilation.

Dust: after building work, fine dust can settle again for days after cleaning. Resettled dust is not covered by our guarantee.

Ovens and appliances: we clean, but do not repair, appliances. We are not responsible for existing faults, worn or brittle seals, faded or worn markings, loose knobs or parts, or appliances that fail after cleaning because of their age or condition.

Carpets and upholstery: carpets need ventilation and heating for at least 24 hours to dry. We are not responsible for shrinkage or movement caused by poor fitting, colour run or bleeding from non-colourfast materials, re-appearing stains wicking from underlay, or damage from furniture or foot traffic placed on damp carpets.

Plumbing and fittings: we are not responsible for leaks, blockages or failures caused by existing plumbing faults, or for blinds, curtain rails, shelves, handles or fittings that break during normal cleaning because they were loose, worn or badly fitted.

We take time-stamped before-and-after photos and may record notes or short videos for quality control and as a record of the property's condition.

We may use trusted, insured team members or subcontractors to carry out work. We remain responsible for the work. We cannot guarantee the same team member on every visit.

Our team may refuse any task they reasonably believe is unsafe (see 5.2).

If you, your agent or the inventory clerk find an issue with an area we cleaned, tell us in writing within 72 hours of completion, with clear photos and a description of each issue (and a copy of the check-out report, where relevant).

Our first remedy is to return and re-clean the affected areas free of charge, normally within 2 working days. You must give us that opportunity and reasonable access to do so. We are not liable for the cost of another cleaner you use without first giving us that opportunity.

The re-clean guarantee applies once per job and only if:

1. (a)the property has not been re-occupied, used, altered, decorated or cleaned by anyone else since we finished;
2. (b)the job has been paid in full; and
3. (c)the issue is within the agreed scope of the job.

If we can't put the problem right by re-cleaning, we will offer a fair price reduction for the affected part of the service, based on the evidence available. If you refuse a re-clean we have offered, we are not obliged to make any further refund for that issue, except where the law requires it.

The guarantee doesn't cover: areas outside the agreed scope; issues caused after we finished (for example the property being lived in again, used by tradespeople, or new occupants moving in); issues reported after the time limit in 8.1; carpet cleaning (see 7.7); resettled dust (see 7.5); or the matters in 7.3 and 7.4.

Decisions about tenancy deposits are made by the landlord, agent or deposit scheme, so we can't guarantee that a deposit will be returned, and we are not liable for any deposit deduction.

For consumers, this guarantee is in addition to your legal rights. Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill, and the first remedy for a service that falls short is for it to be done again.

We dispose of waste only at licensed sites, recycling where possible, and we provide a waste transfer note on request.

Accurate description: you must describe the waste accurately, including its type, quantity, weight and location. You are responsible for any extra costs caused by an inaccurate description.

Before we arrive: remove anything you want to keep and clearly mark anything that must not be taken. Once items have been loaded and taken away, they cannot be recovered, and we are not liable for items removed that you did not clearly remove or mark.

Ownership: by booking, you confirm you own, or have authority to dispose of, every item we are asked to remove. Ownership of the waste passes to us when it is loaded. You agree to cover any loss we suffer if a third party claims an item we removed in good faith on your instructions.

Items found during a clearance: if we find cash, documents or items that appear valuable or personal, we will set them aside and tell you. Anything not collected within 14 days may be disposed of.

Items we cannot take: asbestos, gas bottles, fuel, oils, paints, chemicals, solvents, batteries in bulk, clinical or medical waste, sharps, and other hazardous waste. If such items are found mixed with the load, we may leave them, or remove them at an additional cost agreed with you. If hazardous items are hidden in or not declared with the waste and we incur fines, rejected loads, disposal or clean-up costs as a result, you agree to reimburse those costs.

Items that cost extra: mattresses, fridges and freezers, sofas and upholstered furniture, tyres and large electrical items carry the per-item charges shown in your quote, because they must go to specialist facilities.

Price based on the load: clearance prices are based on the volume and weight we actually load. Load sizes are approximate. We confirm the final price with you before loading. Heavy materials such as soil, rubble and tiles are priced by weight. If the actual weight is significantly higher than described, we may charge the difference, with the tip receipt available on request.

Access for clearance: you must provide clear, safe access for our team and vehicle as close as possible to the items. If you ask us to drive onto or park on a driveway, lawn or private road, we are not responsible for damage to surfaces that are not strong enough to bear a loaded van, except where caused by our negligence. Extra time carrying items over long distances, upstairs without a lift, or through difficult access may be charged as stated in your quote.

Dismantling: we may dismantle furniture to remove it. We do not disconnect gas or plumbed-in appliances; these must be safely disconnected by you or a qualified person before we arrive.

Third-party land: if we need to cross or use land you don't own, you are responsible for getting permission and for any claims arising from it.

We record when keys are collected and returned, store them securely, and never label them with the property address.

Keys are returned as agreed, either to you, your agent or a key safe. Once keys are returned as agreed, we are no longer responsible for them or for the security of the property.

If we lose keys entrusted to us, we will cover the reasonable cost of replacement keys or locks.

You are responsible for locking the property, setting alarms and closing windows, unless you ask us in writing to do so when we leave, in which case we will follow your instructions.

Consumers: payment is due on completion of the job, unless your quote says otherwise. For one-off jobs we may require payment in advance or on arrival.

Business customers: invoices are payable within 14 days of the invoice date, unless otherwise agreed in writing.

Late payment (business customers): we may charge interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998, and recover our reasonable costs of collecting the debt, including debt-collection agency and legal costs.

Late payment (consumers): if you don't pay on time, we may charge interest at 4% a year above the Bank of England base rate from the due date until payment, and recover our reasonable costs of collecting the debt.

If payment is overdue, we may suspend further services (including regular visits and contract cleaning) until it is paid, and end regular services if payment is still not made within 30 days of suspension.

We accept bank transfer, card (in person or by online payment link) and cash. We do not add a surcharge for card payments. Payments that are declined, reversed or charged back without good reason may incur an administration fee of £10.

We are not currently VAT registered, so no VAT is charged.

Raise any query about an invoice in writing within 7 days. You must still pay any part of the invoice that isn't disputed.

Prices for regular or contract services may be reviewed once a year, or sooner if the scope changes or the National Living Wage or disposal costs rise, with at least 30 days' notice. You may end the service before the new price applies.

We take great care in every property and hold public liability insurance.

Reporting damage: if you think we caused damage or loss, tell us in writing within 48 hours of completion, with photos, and keep any damaged item so we can inspect it. We may inspect, photograph and share details with our insurer. Claims reported later may be refused if the delay prevents us from investigating properly, except where the law does not allow this.

How we put it right: where we are responsible, we will choose to repair it, replace it, or pay the reasonable cost of repair or replacement, based on the item's age, condition and current value (not the cost of a brand-new item).

We are not responsible for: damage or defects that already existed; normal wear and tear; damage from faulty, loose, worn, unsecured or badly fitted items; damage caused by following your specific instructions; damage caused by your own equipment or products (6.11); damage to surfaces or materials you didn't tell us about (6.10); or loss of cash or valuables not removed or secured under 6.6. This does not apply where the damage was caused by our negligence.

Business customers:

1. (a)we are not liable for any indirect or consequential loss, or for loss of profit, rent, revenue, business, contracts, goodwill or anticipated savings, however caused;
2. (b)we are not liable for accidental damage where the cost of repair or replacement is under £100 per job;
3. (c)our total liability for each job is limited to £5,000 or the price paid for that job, whichever is greater, except as set out in 12.7;
4. (d)any claim must be notified to us in writing within 30 days of the job, and legal proceedings must be started within 12 months.

Consumers: we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable, or for business losses (our domestic services are provided for private use).

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

Contract cleaning is provided under a written service schedule or quote, which sets out the tasks, frequency, hours and price.

Unless your contract says otherwise, the contract runs for an initial term of 12 months and then continues until ended by either side giving 1 month's written notice. You may only end it during the initial term if we have materially failed to perform the service and not put it right within 14 days of your written notice.

We may end the contract immediately if you don't pay an overdue invoice within 7 days of a reminder, or with 1 month's notice for any other reason.

Tell us in writing at least 14 days in advance about changes to the premises, opening hours, access, alarm systems or schedule. Changes that increase the work may change the price.

Consumables (such as toilet paper, hand towels, soap and bin liners) are supplied by you unless the contract says we supply them. If we supply them, they are charged separately.

Issues with contract cleaning must be reported in writing within 24 hours of the visit, so we can put them right on or before the next visit.

TUPE: we do not accept the transfer of any employees from you or a previous contractor unless agreed in writing before the contract starts. You agree to cover any costs or liabilities we incur if employees transfer to us under the Transfer of Undertakings (Protection of Employment) Regulations 2006 without that agreement.

Out-of-hours and lone-working arrangements must be agreed in advance, and you must give our team a safe means of entry, exit and contact.

We take before-and-after photos for quality control, as evidence of the work and the property's condition, and as a record for you or your agent. We may rely on these, together with our job records, when dealing with any complaint or claim.

We will only use photos in our marketing with your permission, and we never show anything that identifies the property's address or any person.

Business customers: while we provide services to you and for 12 months afterwards, you agree not to directly employ or engage any of our team members or subcontractors who worked on your premises to provide similar services, without our written agreement. If you do, you agree to pay us an introduction fee of £1,500 per person or 3 months' contract charges, whichever is greater, which reflects our recruitment and training costs and the loss of the contract.

Consumers: we kindly ask that you do not privately hire team members you met through us. Our insurance, guarantee and these terms only cover work booked through us.

We treat every customer with respect and ask the same for our team. We have a zero-tolerance policy on abuse, harassment, discrimination or threats towards our staff, and may stop work immediately under 5.2(b).

Our team will not handle tasks they reasonably believe are unsafe, and are not permitted to work on roofs, use ladders beyond safe step-ladder height, lift loads beyond safe limits, or handle hazardous substances.

If you're unhappy with anything, contact us in writing on enquiries@haneefahmarie.co.uk (or by WhatsApp on 07931 378059), with photos where relevant. We aim to respond within 2 working days and to resolve most issues within 10 working days.

We'll always try to resolve disputes fairly and in good faith. Business customers agree to try to resolve any dispute by discussion for at least 30 days before starting legal proceedings (except for urgent injunctions or unpaid invoices).

We use your personal information as explained in our Privacy Policy.

We may update these terms from time to time. The version on our website when you book applies to that booking.

For regular or contract services, we'll give you at least 30 days' notice of any significant change. If you don't agree, you can end the service before the change takes effect.

Transfer: we may transfer our rights and obligations under these terms to another business, and will tell you if we do. You may not transfer your rights without our written agreement.

Subcontracting: we may subcontract any part of the services, and remain responsible for them.

No waiver: if we don't enforce any of these terms straight away, we can still enforce them later.

Severability: if any part of these terms is found to be unenforceable, the rest remains in force, and the affected part applies to the fullest extent the law allows.

Third parties: no one other than you and us has any right to enforce these terms, under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

Survival: clauses that by their nature should continue after a job is finished (including payment, liability, waste, non-solicitation and TUPE) continue to apply.

Law and courts: these terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. Consumers living in Scotland or Northern Ireland may also bring proceedings in their local courts.