Terms & Conditions.

About these terms

Hawarden is the umbrella trading brand for three in-house service lines: Hawarden Group (property management and operational support for landlords and agents), Hawarden Professional Cleaning (commercial, end-of-tenancy, HMO and post-build cleaning), and Hawarden Linen Rental (laundry and linen rotation for hospitality and serviced operations). All three brands trade under the same legal entity and are subject to the same terms unless a service-specific clause states otherwise.

These terms apply to every service we deliver. Where a written contract or signed scope of work between us specifies different commercial terms — for example a bespoke retainer rate, an extended notice period, or a tailored service-level — that contract takes precedence over the corresponding clauses below. Otherwise these terms govern.

Definitions

In these terms, unless the context indicates otherwise:

• "Hawarden", "we", "us", "our" — J&M Cleaners Wirral Ltd, Companies House 16673117, trading as Hawarden.
• "Client", "you", "your" — the person, business or property-owning entity who has accepted a quote or signed a contract for our services.
• "Property" — the address(es) at which services are to be delivered, as agreed in the quote or contract.
• "Services" — the cleaning, linen and/or property management work agreed between the parties, whether as a one-off, a recurring contract or an ongoing retainer.
• "Quote" — a written estimate of cost and scope provided by us, valid for 30 days from the date of issue unless stated otherwise.
• "Crew" — Hawarden employees, sub-contractors or partner specialists assigned to deliver the Services.
• "Working day" — Monday to Friday, excluding English bank holidays.

Service scope

The exact scope of work for each engagement is set out in the quote or contract. The clauses below describe the general framework for each of the three service lines. Where we agree a bespoke scope, that scope governs the substance of the work; these terms govern the surrounding commercial and legal relationship.

Hawarden Group — retainers and contracts

Hawarden Group retainers cover the operational running of your property or portfolio. The standard retainer includes void turnovers, contractor coordination, on-call response within agreed hours, key holding, inventory and inspection support, and compliance reminders for statutory items such as Gas Safety, EICR and EPC renewals. We do not perform statutory certifications ourselves but will coordinate the certified contractor who does, at cost plus a small administration fee.

Retainers run on a rolling monthly basis unless otherwise agreed. Either party may end the retainer with 30 days' written notice. Any work in progress at the date of termination — for example a void turnover already scoped — will be completed and invoiced normally.

Where a property under a Hawarden Group retainer is operated as serviced or short-term let accommodation, Hawarden's bundled access to The Invisible Concierge (an AI guest comms system supplied by A Fuller Life AI) may be activated for that property. Activation, training on the property's specifics, and ongoing use are included in the retainer at no additional charge. The Client retains all guest data; we act as a data processor.

Hawarden Professional Cleaning — recurring contracts and one-offs

Recurring cleaning contracts are scoped on a per-site basis after a free walkthrough. The scope, frequency, duration and price are set out in writing before any work begins. The same vetted crew is assigned to your site for continuity; cover is provided in cases of holiday or sickness, with prior notice where possible.

End-of-tenancy and one-off deep cleans are quoted by the job after walkthrough, not by the hour. The agreed scope is treated as the final list of inclusions. Items or areas outside that scope — for example external windows on first-floor flats, or the deep clean of a single oven on a regular contract — will be quoted separately.

HMO communal-area cleans run on weekly or fortnightly rotations as agreed at the initial consultation. Maintenance and deep-clean tiers are scoped per visit and per area. Where the Client requests a one-off deep clean before establishing a recurring rota, we recommend booking that as the first visit so future maintenance cleans run from a clean baseline.

Hawarden Linen Rental — collection, processing and return

Linen washing and finishing is performed by Hawarden's vetted laundry partner; stock management, rotation logistics, collection and delivery are handled from our Birkenhead base. We deliver clean rotation stock to your site on the agreed schedule, count the dirty linen out at the same visit, and return it to the rotation pool after wash. Wash and finish temperatures are appropriate to fabric and use (typically 60–90°C). Loss tracking is performed item-by-item; where a discrepancy arises we will flag it within 48 hours of return.

We do not accept linen contaminated with bodily fluids, hazardous chemicals, or pest infestation without prior written agreement on handling, additional processing fees and any required PPE. Where the Client supplies linen for processing, we treat the Client's stock with reasonable care but are not liable for ordinary fabric wear, dye loss, or shrinkage within manufacturer tolerances.

Where Hawarden supplies linen on rental, the linen remains the property of Hawarden at all times. Loss or damage beyond fair wear-and-tear will be charged at replacement value as set out in the rental contract.

Quotes and bookings

Quotes are valid for 30 days from the date of issue unless otherwise stated. A quote becomes a booking when the Client accepts it in writing (including by email) and, where required, pays any deposit specified in the quote.

For one-off jobs over £500, a 25% deposit may be requested at booking and is set against the final invoice. For recurring contracts, no deposit is required. For property management retainers, the first month is invoiced in advance.

We reserve the right to amend a quote where the actual property condition, scope, or access arrangement differs materially from what was described at the time of quoting. In such cases we will notify the Client before commencing or continuing work and seek written agreement to the revised scope and price.

Pricing and payment

Prices are as set out in the quote or contract. Unless stated otherwise, prices exclude VAT, which is added at the prevailing rate where applicable.

Payment terms by service:

• One-off jobs: due on the day of completion, by bank transfer, debit card or credit card.
• Recurring commercial contracts: invoiced monthly in arrears, payable within 14 days of invoice date.
• Property management retainers: invoiced monthly in advance, payable within 14 days of invoice date.
• Hawarden Linen Rental: invoiced weekly or monthly as agreed, payable within 14 days of invoice date.

Late payment: invoices unpaid 14 days after the due date will incur a fixed administration charge of £40 per overdue invoice plus statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998, currently 8% above the Bank of England base rate, calculated daily until paid in full. We reserve the right to suspend services where invoices are 30 or more days overdue, after written notice. Accounts referred to a third-party collections agent will additionally bear all reasonable recovery costs.

Cancellation, rescheduling and no-access

We ask for at least 48 hours' notice to cancel or reschedule a booked one-off or end-of-tenancy job. Cancellations or reschedules made within 48 hours of the booked start time may be charged at 40% of the agreed price to cover allocated crew and lost slots.

For short-term let turnover cleans booked under a Hawarden Group retainer, where guest schedules change at short notice, we ask for at least 12 hours' notice and a same-day cut-off of 09:00. Late changes may be charged at our standard short-notice rate of £35 per booking.

If our crew arrives at a Property and is unable to access it because of a missed appointment, an unsupplied key, an unannounced occupant, an alarm we have not been briefed on, or any similar circumstance — and the issue is not resolved within 30 minutes of arrival — a no-access fee of £35 applies, covering crew time and travel. The fee is added to the next invoice.

Recurring contract clients may pause or cancel scheduled visits with 48 hours' notice without charge. Cancellation of the contract itself requires 30 days' written notice from either side.

Access, keys and alarms

It is the Client's responsibility to provide reliable access on the day of service. Where keys are held by Hawarden under a key-holding arrangement, we maintain a logged secure key safe at our Birkenhead facility. Keys are signed in and out of the safe on each use.

Where alarms are present, the Client must provide the disarm and re-arm codes in advance, in writing. We accept no responsibility for false alarms, call-out fees from monitoring companies, or police/fire response charges arising from alarm codes that are out of date or inaccurate.

If the Client requests new keys to be cut or locks to be changed during the engagement, those costs are passed through at cost plus a small administration fee, agreed in writing in advance.

Health, safety and equipment

Hawarden supplies all standard cleaning equipment and materials unless agreed otherwise. Where the Client requests we use Client-supplied equipment or products, we may inspect that equipment for safety. We reserve the right to refuse to use Client-supplied equipment or products that we reasonably consider unsafe, unsuitable, or likely to damage the property; in such cases we will use our own equivalents or, where no equivalent is available, agree an alternative approach with the Client before continuing.

Crews follow standard COSHH (Control of Substances Hazardous to Health) and manual handling protocols. Hazards beyond standard cleaning risk — bio-hazards, sharps, infestations, asbestos, structural damage, or anything similar — must be disclosed by the Client before work begins. We may decline or pause work and re-quote on safe terms if undisclosed hazards are encountered.

Children, pets and unaffiliated occupants should not be in the immediate working area while cleaning is in progress. Where this cannot be avoided, the Client accepts responsibility for their safety.

Damages, breakages and reporting

Despite our care, accidents occasionally happen. Any damage or breakage caused by Hawarden during the course of work will be reported to the Client by the crew immediately, or, if discovered later, within 24 hours.

The Client must inspect work and report any concerns within 24 hours of completion. Items not reported within this window are deemed accepted as completed to standard.

Fragile, valuable, sentimental or irreplaceable items should be removed or secured by the Client before work begins. We reserve the right to ask the Client to move or sign a waiver in respect of items we consider too high-risk to clean around.

Where damage is Hawarden's responsibility, we will repair, replace at like-for-like value, or compensate by credit against the next invoice — at our reasonable choice and after inspection. Pre-existing damage, ordinary wear-and-tear, and damage caused by faulty Client-supplied equipment are excluded.

Complaints and re-cleans

If you are unhappy with any aspect of the work, please raise the issue with us within 24 hours of completion, by phone, WhatsApp or email. We aim to acknowledge complaints the same working day and propose a remedy within two working days.

Where a complaint is upheld and a re-clean is the appropriate remedy, we will return at no charge within 48 hours to address the specific items raised. Re-cleans are limited to one return visit per job and address only the items in the original complaint.

Refunds are not offered as a default remedy. Where a re-clean is impractical or has been declined by the Client, we will discuss a fair commercial outcome on a case-by-case basis.

Insurance

Hawarden carries Public Liability and Employers' Liability insurance with limits appropriate to the work undertaken. Certificates of insurance are available on written request.

Where a claim against our insurer is made and accepted, the policy excess will be apportioned between the Client and Hawarden in line with the prevailing insurer schedule. The current excess split is set out in our quote on request and will be confirmed in writing before any settlement is made.

Limitation of liability

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot lawfully be limited or excluded.

Subject to the above, Hawarden's total liability to the Client in respect of any claim arising under or in connection with the Services shall not exceed the total amount paid by the Client to Hawarden in the twelve months preceding the event giving rise to the claim, save where our insurer's policy provides for a higher figure.

We are not liable for indirect, consequential or pure economic loss, loss of profit, loss of business opportunity, or loss of data, however arising. We are not liable for failures caused by Client-supplied equipment, third-party interference, undisclosed hazards, or acts of force majeure.

Confidentiality

Hawarden crews are vetted and trained in client confidentiality. We will not disclose any information about a Client's property, occupants, business, or affairs except (a) to our insurers or professional advisers in connection with our duties under these terms, (b) where required by law, or (c) where the Client has given written permission.

The Client similarly agrees to keep confidential any pricing, scoping, or methodological information that Hawarden shares as part of a quote or contract.

Data protection

Hawarden is registered as a data controller for the personal information it holds about its Clients (contact details, billing details, scoped service information). We process this data lawfully under UK GDPR for the purpose of providing the Services and meeting our legal and regulatory obligations.

Where Hawarden processes personal data on the Client's behalf — for example, guest contact details handled through The Invisible Concierge on a Hawarden-managed serviced property — Hawarden acts as a data processor. The Client remains the data controller for that data. A separate data processing agreement is available on request and will be signed alongside any property management retainer that involves guest data processing.

You may at any time request a copy of the personal data we hold about you, ask us to correct it, or ask us to delete it (subject to our legal retention obligations). Requests should be sent to accounts@hawarden.uk.

Termination

Either party may terminate a recurring contract or property management retainer with 30 days' written notice. One-off engagements end on completion and invoice settlement.

Either party may terminate with immediate effect if the other (a) commits a material breach of these terms which is not remedied within 14 days of written notice, (b) becomes insolvent or enters into any form of formal insolvency procedure, or (c) ceases to carry on business.

On termination, all sums due to Hawarden for work completed up to the termination date become immediately payable.

Force majeure

Neither party is liable for delays or failure to perform caused by events outside their reasonable control, including (without limitation) severe weather, fire, flood, acts of God, civil unrest, industrial action, supplier failure, public health emergencies, or acts of any government or regulator. The party affected will notify the other promptly and use reasonable endeavours to mitigate the impact.

Governing law

These terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them are governed by the laws of England and Wales. Each party agrees to the exclusive jurisdiction of the courts of England and Wales.

Contact

For any matter arising from these terms — including quotes, bookings, complaints, or formal notices — please contact:

Hawarden (J&M Cleaners Wirral Ltd, Companies House 16673117)
Email: accounts@hawarden.uk
Phone / WhatsApp: Phone arriving soon
Coverage: Liverpool · Wirral · Merseyside
Birkenhead facility: full address available on request