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Terms & Conditions

1. Introduction

These Terms and Conditions explain the rules for using our website and booking cleaning services from [Business Name].

By using our website, contacting us, requesting a quote, or booking a service, you agree to these Terms and Conditions.

Please read them carefully before using our services.

 

2. About us

[Business Name] provides domestic cleaning and related household cleaning services.

Our contact details are:

Business name: [Insert business name]
Email: [Insert email address]
Phone: [Insert phone number]
Address: [Insert business address, if applicable]

 

3. Services we provide

We may provide services including, but not limited to:

  • Regular domestic cleaning

  • One-off cleaning

  • Deep cleaning

  • End-of-tenancy cleaning

  • Move-in or move-out cleaning

  • Kitchen and bathroom cleaning

  • Internal window cleaning

  • Other agreed household cleaning services

The exact service provided will depend on what is agreed at the time of booking or quotation.

 

4. Quotes and pricing

Any quote we provide is based on the information you give us.

We reserve the right to amend a quote if:

  • The property condition is different from what was described

  • The property size or number of rooms is different from what was stated

  • Additional services are requested

  • Additional time, staff, equipment or specialist products are required

  • Access issues delay the cleaning service

All prices will be confirmed before work begins, unless otherwise agreed.

 

5. Bookings

Bookings are only confirmed once we have accepted the booking and, where required, received any deposit or pre-payment.

When making a booking, you must provide accurate information, including:

  • Your name and contact details

  • The property address

  • The type of cleaning service required

  • Any access instructions

  • Any parking or entry restrictions

  • Any pets at the property

  • Any special requirements, hazards or delicate items

 

6. Customer responsibilities

You agree to:

  • Provide safe and reasonable access to the property

  • Ensure utilities such as hot water and electricity are available

  • Secure fragile, valuable or sentimental items before the service

  • Inform us of any hazards, damage, pests, biohazards or unsafe areas

  • Provide clear instructions for access and locking up

  • Arrange suitable parking where needed

  • Ensure children and pets are safely supervised or kept away from cleaning areas

We may refuse or stop work if we believe the property is unsafe or unsuitable for cleaning.

 

7. Access to the property

You must ensure we can access the property at the agreed date and time.

If we cannot gain access, or if we are delayed due to incorrect or incomplete access instructions, we may charge a cancellation fee, waiting time fee, or the full cost of the booking.

Keys, codes or access information provided to us will be handled responsibly and used only for the agreed service.

 

8. Cancellations and rescheduling

You may cancel or reschedule a booking by contacting us as soon as possible.

Our cancellation terms are:

  • Cancellations made more than [insert period, e.g. 48 hours] before the booking may be cancelled without charge

  • Cancellations made within [insert period, e.g. 24–48 hours] may be subject to a cancellation fee

  • Cancellations made on the day of the booking may be charged at the full booking price

  • If we arrive and cannot access the property, this may be treated as a late cancellation

We may need to cancel or reschedule a booking due to staff illness, severe weather, transport issues, equipment failure, or other circumstances outside our reasonable control. Where this happens, we will contact you as soon as reasonably possible.

 

9. Payments

Payment terms will be confirmed at the time of booking.

We may require payment:

  • In advance

  • On the day of the service

  • After the service by invoice

  • On a recurring basis for regular cleaning services

Accepted payment methods may include:

  • Bank transfer

  • Card payment

  • Cash

  • Online payment link

  • Other agreed payment methods

Late payments may result in further bookings being paused or cancelled.

 

10. Deposits

For some bookings, we may request a deposit to secure the appointment.

Deposits may be non-refundable if a booking is cancelled late or if we are unable to access the property at the agreed time.

Deposit terms will be confirmed before payment is made.

 

11. Satisfaction and complaints

We aim to provide a professional and reliable service.

If you are unhappy with any part of the cleaning service, please contact us within [insert period, e.g. 24 hours] of the service being completed.

Where appropriate, we may offer to:

  • Re-clean the affected area

  • Review the issue with you

  • Provide a partial refund

  • Offer another reasonable solution

We may not be able to investigate complaints fully if they are reported after a significant delay or after another person has cleaned or altered the area.

 

12. Damage and breakages

We take reasonable care when carrying out cleaning services.

If accidental damage occurs, please notify us as soon as possible. We may ask for photographs or further information so we can investigate.

We are not responsible for:

  • Existing damage or wear and tear

  • Poorly secured fixtures or fittings

  • Items that are already loose, fragile, cracked or damaged

  • Damage caused by incorrect information provided by the customer

  • Items left in unsafe or unsuitable locations

  • Loss or damage to items not disclosed as fragile, valuable or sentimental

Customers are responsible for securing valuable, delicate or irreplaceable items before the service begins.

 

13. Health and safety

We reserve the right to refuse, pause or stop work if we believe there is a health and safety risk.

This may include:

  • Unsafe access

  • Exposed wiring

  • Aggressive animals

  • Biohazards

  • Pest infestations

  • Human or animal waste

  • Dangerous substances

  • Mould, damp or contamination requiring specialist treatment

  • Harassment, abuse or threatening behaviour towards our staff

In these situations, cancellation fees or additional charges may apply.

 

14. Pets

Please tell us in advance if there are pets at the property.

Customers are responsible for ensuring pets are safe, secure and kept away from cleaning areas where necessary.

We are not responsible for pets escaping, becoming distressed, or interfering with cleaning work where reasonable precautions have not been taken by the customer.

 

15. Cleaning products and equipment

Unless otherwise agreed, we may provide our own cleaning products and equipment.

If you ask us to use your own products or equipment, you are responsible for ensuring they are safe, suitable and available at the time of the booking.

We are not responsible for poor results or damage caused by unsuitable customer-supplied products, faulty equipment or incorrect instructions.

 

16. Limitations of service

Some stains, marks, limescale, mould, odours or dirt may not be fully removable through standard cleaning.

We cannot guarantee complete removal of:

  • Permanent stains

  • Deep-set mould

  • Heavy limescale

  • Rust marks

  • Burn marks

  • Long-term odours

  • Damage caused by neglect, age or wear and tear

Specialist treatments may require a separate quote.

 

17. End-of-tenancy cleaning

For end-of-tenancy cleaning, we will clean the areas agreed in your booking.

We cannot guarantee the return of a deposit from a landlord, letting agent or inventory clerk, as this decision is outside our control.

If an issue is raised after an end-of-tenancy clean, please contact us within [insert period, e.g. 48 hours] with details and photographs where possible.

 

18. Regular cleaning services

For regular cleaning customers, the agreed cleaning tasks, frequency and price will be confirmed when the service begins.

Either party may cancel or change a regular cleaning arrangement by giving [insert notice period, e.g. 7 days] notice.

We may review prices from time to time and will give reasonable notice of any changes.

 

19. Website use

You agree not to misuse our website.

You must not:

  • Attempt to gain unauthorised access to the website

  • Upload harmful code, viruses or malicious content

  • Use the website for fraudulent purposes

  • Copy website content without permission

  • Interfere with the normal operation of the website

We may update, suspend or remove parts of the website at any time.

 

20. Website content

The information on our website is provided for general information only.

We make reasonable efforts to keep the information accurate and up to date, but we cannot guarantee that all website content will always be complete, accurate or available.

Service descriptions, prices and availability may change from time to time.

 

21. Third-party links

Our website may include links to third-party websites, booking systems, payment providers, maps, social media pages or review platforms.

We are not responsible for the content, availability, security or privacy practices of third-party websites.

 

22. Liability

Nothing in these Terms and Conditions limits or excludes liability where it would be unlawful to do so.

Subject to this, our liability is limited to the cost of the service provided, unless otherwise required by law.

We are not responsible for indirect losses, loss of profit, loss of business, loss of opportunity, or losses caused by circumstances outside our reasonable control.

 

23. Events outside our control

We are not responsible for delays or failure to provide services caused by events outside our reasonable control.

This may include:

  • Severe weather

  • Road closures or transport disruption

  • Staff illness

  • Accidents

  • Power or water failure

  • Emergency situations

  • Supplier failure

  • Government restrictions or legal requirements

Where possible, we will contact you to rearrange the service.

 

24. Privacy

Your personal information will be handled in accordance with our Privacy Statement, which explains how we collect, use and protect your data.

 

25. Changes to these Terms and Conditions

We may update these Terms and Conditions from time to time.

The latest version will be available on our website. Continued use of our website or services after changes are published means you accept the updated terms.

 

26. Governing law

These Terms and Conditions are governed by the laws of England and Wales, unless another legal jurisdiction applies to your business.

Any disputes will be handled by the courts of England and Wales, unless otherwise required by law.

 

27. Contact us

For questions about these Terms and Conditions, please contact:

[Business Name]
Email: [Insert email address]
Phone: [Insert phone number]
Address: [Insert business address, if applicable]

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