Your home, Perfectly clean.

1. Scope of services

1.1 Service Description

The Company provides professional domestic cleaning services to residential clients. Services may include routine cleaning (such as dusting, vacuuming, mopping, bathroom cleaning, and kitchen surface cleaning), deep cleaning, end‑of‑tenancy cleaning, and other household cleaning tasks as agreed between the Company and the Client.

Any additional or specialist services (including but not limited to oven cleaning, inside‑fridge cleaning or carpet shampooing) will only be carried out if explicitly requested and confirmed by the Company.

1.2 Service Limitations

The Company reserves the right to refuse or discontinue services in circumstances where:

• The environment is considered unsafe, unsanitary, or hazardous (e.g., presence of bodily fluids, infestations, or dangerous materials).

• The property is excessively cluttered or presents a risk to staff safety.

• The requested tasks fall outside the Company’s expertise, equipment, or insurance coverage.

• The service would require moving heavy furniture or items that could cause damage or injury.

The Company does not undertake maintenance, repair, or any tasks unrelated to cleaning unless otherwise agreed in writing.

1.3 Service Location

Services will be carried out at the Client’s residential property. The Client is responsible for ensuring that the Company has safe and uninterrupted access to the property for the duration of the service.

If access is not provided at the agreed time (for example due to missing keys, faulty locks, or the Client not being home), the Company reserves the right to charge a missed‑appointment fee in accordance with its cancellation policy.

The Company will take reasonable steps to secure the property upon departure.

2. Booking and Scheduling

2.1 Booking Process

Clients may request services via phone, email, online enquiry, or any other method accepted by the Company. All bookings are subject to availability and are not confirmed until the Company has issued written or verbal confirmation of the appointment.

For regular cleaning services, the Company will allocate a recurring time slot based on the Client’s preferences and the availability of staff.

2.2 Schedule Changes

The Client must notify the Company of any changes to a scheduled appointment as soon as possible. The Company will make reasonable efforts to accommodate rescheduling requests; however, alternative dates and times cannot be guaranteed.

Where the Client requests to change a regular cleaning schedule (such as altering the day, frequency, or time), the Company may need to allocate a new time slot based on availability.

2.3 Cancellations and Missed Appointments

The Client must provide notice of cancellation in accordance with the Company’s cancellation policy. Failure to provide sufficient notice may result in a cancellation fee or full charge for the missed service. If the Client fails to provide access at the scheduled time, this will be treated as a missed appointment.

2.4 Delays and Arrival Windows

The Company will make every effort to arrive at the scheduled time; however, appointment times may be subject to delays due to traffic, weather conditions, or other unforeseen circumstances. The Company may provide an arrival window instead of a precise time.

2.5 Company-Initiated Changes

In rare circumstances, the Company may need to reschedule or cancel an appointment due to staff illness, operational issues, or other unavoidable events. The Company will notify the Client as soon as reasonably possible and offer an alternative appointment.

3. Payments

3.1 Pricing

The Company will inform the Client of the service price prior to booking. Prices may be based on an hourly rate, fixed fee, or service package. Additional tasks requested on the day may incur extra charges.

3.2 Payment Terms

Unless otherwise agreed in writing, payment is due within 5 days of service. The Company accepts payment via bank transfer, cash, or any method offered at the time of booking.

3.3 Late Payments

If payment is not received within the agreed timeframe, the Company reserves the right to charge a reasonable late payment fee and/or suspend future services until the account is settled.

3.4 Price Changes

The Company may review and adjust its pricing structure from time to time. Clients will receive advance notice of any changes affecting recurring bookings.

4. Cancellation and Refunds

4.1 Client Cancellations

The Client must provide a minimum notice period of 48 hours to cancel or reschedule an appointment. Failure to provide sufficient notice may result in a cancellation fee or full charge for the missed service.

4.2 Company Cancellations

If the Company must cancel or reschedule due to staff illness, emergency, or operational reasons, the Client will be offered the next available appointment with no fees applied.

4.3 Refunds

Refunds will only be issued where appropriate and at the Company’s discretion, such as for overpayments or services paid for but not delivered. Refunds are not issued for dissatisfaction unless the Client has followed the Complaints Procedure.

5. Liability & Insurance

5.1 Insurance Coverage

The Company maintains public liability insurance to cover accidental damage or injury directly caused by its staff while providing services.

5.2 Limitations of Liability

The Company is not liable for pre-existing damage, items of high value not disclosed prior to cleaning, damage caused by faulty fixtures or fittings, or allergic reactions if the Client has not informed the Company of sensitivities.

5.3 Breakages

In the event of accidental breakage, the Company will notify the Client as soon as possible and may repair, replace, or reimburse the item at its discretion.

6. Key Handling & Access

6.1 Access to the Property

The Client must ensure the Company has safe and uninterrupted access to the property at the agreed time. If access is not provided, a missed-appointment fee may apply.

6.2 Key Handling

Keys will be securely stored and access codes treated confidentially. The Company accepts no liability for security issues unrelated to its staff or services.

6.3 Lockouts

If cleaners cannot gain entry due to incorrect keys, faulty locks, or withheld access, the missed-appointment fee will apply.

7. Client Responsibilities

7.1 Preparing the Property

The Client is responsible for ensuring surfaces are reasonably decluttered, informing the Company of delicate items, and securing valuables.

7.2 Safe Environment

Clients must ensure a safe working environment, including adequate lighting and no hazardous substances.

7.3 Property Condition

The Client must disclose pest infestations, mould, hazardous waste, or any health risks. The Company may refuse service if conditions are unsafe.

8. Pets

8.1 Pet Behaviour

The Client must inform the Company of pets that may be nervous, aggressive, or unpredictable.

8.2 Pet Waste

The Company does not remove pet waste unless explicitly agreed in advance.

9. Cleaning Standards & Complaints Procedure

9.1 Quality Standards

The Company aims to deliver services to a high standard. Results may vary depending on the initial condition of the property and available equipment.

9.2 Reporting Issues

Clients must report concerns within 24 hours of the service. Complaints made after this period may not be eligible for re-cleaning or reimbursement.

9.3 Rectifying Issues

If the Company agrees that quality was below standard, it may offer a re-clean, partial refund, or discount on a future service.

Updated - 12/02/2026