Cleaning House Service Terms and Conditions
These Terms and Conditions set out the basis on which Cleaning House provides professional cleaning services to residential and commercial clients within its service area in the United Kingdom. By booking a service with Cleaning House, you agree to be bound by these Terms and Conditions, which form a legally binding agreement between you and Cleaning House.
Please read these Terms carefully before placing a booking. If you do not agree with any part of these Terms, you should not proceed with a booking.
1. Definitions
In these Terms and Conditions, the following expressions have the meanings set out below:
Client means the person, business, or organisation that requests and pays for the cleaning services.
Company means Cleaning House, the provider of the cleaning services.
Services means the cleaning services provided by the Company to the Client, including but not limited to regular domestic cleaning, deep cleaning, move-in or move-out cleaning, post-construction cleaning, commercial premises cleaning, and related tasks as agreed.
Premises means the property or properties where the Services are to be carried out.
Cleaner means any employee, subcontractor, or representative engaged by the Company to perform the Services.
2. Scope of Services
2.1 The Company will provide the Services as agreed with the Client at the time of booking. The exact scope, schedule, and frequency will be recorded in the booking confirmation or subsequent written correspondence.
2.2 Unless explicitly agreed, the Services do not include the removal of heavy items, work at height beyond the use of a standard domestic step ladder, or any tasks that may be unsafe or beyond the expertise or insurance coverage of the Cleaner.
2.3 The Company reserves the right to decline any request for additional tasks not pre-agreed at the time of booking if such tasks are unsafe, unreasonable, or would prevent the Cleaner from completing the agreed Services within the allotted time.
3. Booking Process
3.1 Bookings may be made through the Company’s accepted booking channels. By submitting a booking request, the Client warrants that all information provided is accurate and complete.
3.2 All bookings are subject to acceptance by the Company. A booking will only be confirmed once the Client has received a booking confirmation from the Company setting out the agreed date, time, service type, and price.
3.3 The Client must ensure that there is adequate access to the Premises at the time of the scheduled visit. If the Cleaner is unable to gain access due to incorrect instructions, missing keys, or lack of access permissions, the visit may be treated as a late cancellation and a fee may be payable in accordance with the cancellation policy.
3.4 For regular ongoing services, the booking will continue on a recurring basis until cancelled in accordance with these Terms. Any changes to the schedule or scope of work must be agreed with the Company in advance.
4. Client Obligations
4.1 The Client must provide a safe working environment for the Cleaner, including safe access to the Premises, adequate lighting, and proper functioning of utilities such as water and electricity.
4.2 The Client must ensure that any valuables, fragile items, or items of particular sentimental value are safely stored away before the Cleaner attends the Premises. The Company will not be liable for damage to items that were not reasonably accessible or visible to the Cleaner or that were inherently fragile.
4.3 The Client agrees not to directly employ or engage any Cleaner introduced by the Company to provide cleaning services, other than through the Company, for a period of twelve months from the date of the last service provided. If the Client breaches this condition, the Company reserves the right to charge a reasonable introduction fee.
5. Pricing and Payments
5.1 The price for the Services will be communicated to the Client at the time of booking and confirmed in the booking confirmation. Prices may be based on an hourly rate, a fixed fee, or a combination of both, depending on the type of service.
5.2 The Company reserves the right to revise its prices periodically. Any changes in pricing for ongoing regular services will be communicated to the Client in advance. Continued use of the Services after the effective date of any price change constitutes acceptance of the new price.
5.3 Payment terms will be confirmed at the time of booking. The Company may require payment in advance, on the day of service, or within a specified period following the invoice date. The Client must adhere to the agreed payment terms.
5.4 The Company accepts the payment methods notified to the Client during the booking process. The Client is responsible for ensuring that funds are available and that any payment details provided are valid and up to date.
5.5 If payment is not received by the due date, the Company reserves the right to charge interest on overdue amounts at a reasonable rate and to suspend or cancel further services until the outstanding balance is cleared.
6. Cancellations and Rescheduling
6.1 The Client may cancel or reschedule a booking by providing notice to the Company within the minimum notice period specified at the time of booking. As a general guideline, at least 24 to 48 hours’ notice before the scheduled appointment is required. The applicable notice period for each booking will be clearly communicated to the Client.
6.2 If the Client cancels or reschedules a booking with less than the required notice period, the Company reserves the right to charge a late cancellation fee, which may be up to the full value of the scheduled service.
6.3 If the Cleaner is unable to gain access to the Premises at the scheduled time due to circumstances within the Client’s control, this may be treated as a late cancellation and may incur a fee.
6.4 The Company will use reasonable endeavours to attend each appointment on time; however, appointment times are estimates. The Company is not liable for delays caused by factors beyond its reasonable control, such as traffic, severe weather, or emergencies. In such cases, the Company will contact the Client as soon as reasonably possible to rearrange or adjust the appointment.
6.5 The Company reserves the right to cancel or reschedule a booking at any time due to operational reasons, including staff illness, safety concerns, or other unforeseen circumstances. In such cases, the Company will offer an alternative appointment. If no suitable alternative is available, any pre-paid amounts for the cancelled service will be refunded.
7. Service Quality and Complaints
7.1 The Company aims to provide a high standard of service. If the Client is dissatisfied with any aspect of the Services, the Client must notify the Company as soon as possible, and in any event within 24 hours of the service being carried out, so that the Company has an opportunity to investigate and, where appropriate, rectify the issue.
7.2 If a complaint is upheld, the Company may, at its discretion, offer a partial refund, a credit against future services, or a re-clean of the affected areas. Any re-clean must normally take place within a reasonable period following the original service.
7.3 The Company’s obligation to remedy any defect is conditional on the Client providing clear information about the issue and reasonable access to the Premises.
8. Liability and Insurance
8.1 The Company will exercise reasonable care and skill in providing the Services. The Company holds appropriate insurance cover in respect of public liability and, where applicable, employer’s liability within the United Kingdom.
8.2 The Company’s total liability to the Client in respect of any loss or damage arising out of or in connection with the Services, whether in contract, tort, or otherwise, shall be limited to the amount of the fee paid or payable by the Client for the specific service giving rise to the claim, except where such limitation is not permitted by law.
8.3 The Company will not be liable for any indirect or consequential loss, including loss of profit, loss of business, or loss of opportunity, arising from the performance or non-performance of the Services.
8.4 The Company shall not be liable for damage or loss resulting from wear and tear, pre-existing damage, faulty construction or installation, or the use of unsuitable cleaning products or equipment provided by the Client.
8.5 Nothing in these Terms excludes or limits the Company’s liability for death or personal injury caused by its negligence, fraud, or any other liability that cannot lawfully be excluded or limited under UK law.
9. Health, Safety, and Waste Regulations
9.1 The Company is committed to operating in accordance with applicable UK health and safety laws and regulations. The Client must not request the Cleaner to undertake any task which may risk their health or safety.
9.2 The Client must inform the Company in advance of any potential hazards at the Premises, including but not limited to structural defects, hazardous materials, or any known health risks.
9.3 The Company will handle waste generated in the course of providing the Services in accordance with relevant waste management regulations. Standard household waste and general refuse will typically be bagged and placed in the Client’s designated receptacles for collection.
9.4 The Services do not include the removal or transport of controlled or hazardous waste. This includes but is not limited to clinical waste, large quantities of building rubble, asbestos, chemicals, solvents, oils, paint, and electrical items subject to specialised disposal rules. The Client is responsible for arranging lawful disposal of such materials through appropriate channels.
9.5 The Client must ensure that any sharp objects, broken glass, or similar hazards are safely contained and identified. The Company may decline to handle waste or items that present an unreasonable risk of injury.
10. Supplies and Equipment
10.1 Unless otherwise agreed, the Company will provide its own cleaning products and equipment that are suitable for general cleaning tasks. In some cases, and by agreement, the Client may be asked to provide certain items such as a vacuum cleaner, mop, or specialist products.
10.2 If the Client requests that the Cleaner uses products supplied by the Client, the Company does not accept liability for any damage arising from the use of those products, including any adverse reactions on surfaces, fabrics, or finishes.
10.3 The Client must notify the Company in advance of any particular surfaces, finishes, or materials that require special care or the avoidance of specific products or methods.
11. Keys and Security
11.1 Where the Client provides the Company or the Cleaner with keys, access codes, or security instructions, the Company will take reasonable steps to ensure their safekeeping and confidentiality.
11.2 The Company will not label keys with the Client’s full address. In the unlikely event of loss, the Company’s liability is limited to the cost of key cutting or lock replacement, subject to reasonable proof and save where otherwise required by law.
11.3 The Client is responsible for ensuring that any alarm systems are configured to permit access for the Cleaner at the agreed time, and for providing clear instructions regarding activation and deactivation if applicable.
12. Force Majeure
12.1 The Company will not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from events or circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruption, strikes, pandemics, acts of government, or other emergencies.
13. Privacy and Confidentiality
13.1 The Company will process personal data of the Client in accordance with applicable UK data protection laws. Personal information will be used primarily for managing bookings, providing Services, processing payments, and handling enquiries or complaints.
13.2 The Company will treat information relating to the Client and the Premises as confidential and will not disclose it to third parties except where necessary to deliver the Services, comply with legal obligations, or with the Client’s consent.
14. Amendments to These Terms
14.1 The Company may update these Terms and Conditions from time to time. Any changes will take effect when published or when notified to the Client. For ongoing regular services, the Company will provide notice of any material changes. Continued use of the Services after such notice constitutes acceptance of the updated Terms.
15. Governing Law and Jurisdiction
15.1 These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.
15.2 The parties agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or the provision of the Services, subject to any mandatory rights the Client may have as a consumer under applicable law.
16. General Provisions
16.1 If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be deemed deleted and the remainder of the Terms shall continue in full force and effect.
16.2 No failure or delay by the Company in exercising any right or remedy under these Terms shall operate as a waiver of that or any other right or remedy.
16.3 These Terms and Conditions, together with the booking confirmation and any agreed written variations, constitute the entire agreement between the Client and the Company in relation to the Services and supersede any prior understandings or agreements.
By proceeding with a booking, the Client acknowledges that they have read, understood, and agree to be bound by these Terms and Conditions.