Deep Cleaning Service Terms and Conditions
These Terms and Conditions set out the basis on which we provide professional deep cleaning services within our service areas in the United Kingdom. By requesting, booking or allowing our cleaners to carry out any deep cleaning work at your premises, you agree to be bound by these Terms and Conditions.
1. Definitions
In these Terms and Conditions, the following words have the meanings set out below.
Customer means the person, company or organisation booking or receiving the deep cleaning services.
Company means the cleaning provider supplying the deep cleaning services.
Services means any deep cleaning service or related work carried out by the Company at the Customer premises.
Premises means the domestic or commercial property where the Services are to be performed.
Agreement means the contract between the Customer and the Company incorporating these Terms and Conditions.
2. Scope of Services
The Company provides deep cleaning services tailored to residential and commercial properties within its service area in the United Kingdom. The scope of work for each booking will be as described in the quotation, booking confirmation or service description provided to the Customer before the start of the job.
Unless expressly agreed in writing, deep cleaning services do not include specialist restoration, structural repairs, pest control, electrical or plumbing works, or any services which require specialist trade qualifications or licences.
The Customer is responsible for clearly specifying any areas of concern and special requirements before the cleaning visit so that the Company can confirm whether such work is included within the agreed scope and price.
3. Booking Process
All bookings for deep cleaning services are subject to availability and acceptance by the Company. A booking is only confirmed when the Company issues a booking confirmation and, where applicable, receives any required deposit.
At the time of booking, the Customer must provide accurate information regarding the Premises, including the type of property, approximate size, number of rooms, condition, parking arrangements and any access restrictions. If the information supplied is incomplete or inaccurate, the Company reserves the right to adjust the quotation, charge for extra time on site, or cancel the booking.
The Company may request photographs or a site visit before confirming a quotation for deep cleaning, particularly where the Premises are heavily soiled, have not been cleaned for a long period, or where there are specific issues such as mould, construction dust or heavy staining.
The Customer must ensure that a responsible adult is available at the Premises at the agreed arrival time to provide access, discuss any priorities and confirm any particular instructions. If no one is available to provide access within a reasonable time, the visit may be treated as a late cancellation and a fee may be charged as described in the cancellations section.
4. Access and Parking
The Customer is responsible for providing safe and reasonable access to the Premises and for ensuring that any necessary permissions, keys, alarm codes, gate codes or parking arrangements are in place before the scheduled start time.
Any parking costs, congestion charges, clean air zone charges or similar charges incurred in attending the Premises may be added to the final invoice where they were not included in the original quotation. The Customer should notify the Company in advance of any controlled parking zones, private parking requirements or other restrictions to minimise additional costs and delays.
5. Customer Responsibilities
The Customer agrees to:
Ensure that the Premises are reasonably clear of personal items, clutter and valuables to allow the cleaners to work safely and efficiently.
Advise the Company of any delicate, fragile or high-value items and any surfaces or materials requiring special care or avoiding certain cleaning products.
Inform the Company of any health and safety risks at the Premises, including hazardous materials, broken fittings, loose flooring, or occupants with allergies or sensitivities to cleaning products.
Keep children, pets and other occupants away from areas where the cleaners are working, and from any equipment, chemicals or machinery used during the deep clean.
The Company is not responsible for moving heavy furniture, large appliances or items over a reasonable weight limit unless specifically agreed in advance. Where such items are moved by the Customer, they must be moved safely and at the Customer own risk.
6. Pricing and Quotations
All prices are provided in pounds sterling and include any applicable taxes unless stated otherwise. Quotations are based on the information provided by the Customer at the time of booking and on the assumed condition of the Premises.
The Company reserves the right to revise the quotation if on arrival the Premises are significantly larger, more cluttered or more heavily soiled than described, or if additional services are requested on the day. Any change in price will be discussed with the Customer before the work proceeds.
Where pricing is based on an hourly rate, the minimum booking period will be specified at the time of booking. Time is rounded up to the nearest half hour once the minimum booking period has been exceeded.
7. Payments
Unless otherwise agreed, payment for deep cleaning services is due on completion of the work on the same day. The Company may accept various forms of payment, including card payments, bank transfers and cash, as notified to the Customer at the time of booking.
The Company may require a deposit or full prepayment to secure certain bookings, including large properties, commercial premises, move in or move out cleans, and deep cleans booked for peak periods. Any required deposit will be confirmed at the time of booking and is generally non-refundable except as set out in the cancellations section.
Where payment terms have been agreed for commercial customers or regular clients, invoices are payable within the period stated on the invoice. Late payments may incur interest and administration charges in accordance with applicable UK legislation on late payment of commercial debts.
All cleaning services remain the property of the Company until paid for in full. The Company may suspend or cancel future bookings if outstanding invoices remain unpaid.
8. Cancellations, Rescheduling and Access Failure
The Customer may cancel or reschedule a deep cleaning appointment by giving the notice required by the Company at the time of booking. Where at least the specified minimum notice is given, any deposit may be transferred to a new booking date or refunded, as advised by the Company.
If the Customer cancels or reschedules with less notice than required, the Company may retain part or all of the deposit or charge a late cancellation fee to cover lost time and administrative costs.
If the cleaners attend the Premises at the agreed time but are unable to gain access, or if the visit cannot proceed due to issues within the Customer control, such as lack of access codes, unsafe conditions or absence of a responsible adult where required, the visit may be treated as a late cancellation and a fee may be charged.
The Company reserves the right to cancel or reschedule appointments due to circumstances beyond its reasonable control, including severe weather, vehicle breakdown, staff illness or emergencies. In such cases, the Company will offer an alternative appointment as soon as reasonably possible. Where a suitable alternative cannot be agreed, any payments for the affected visit will be refunded.
9. Standards of Service and Satisfaction
The Company aims to deliver high-quality deep cleaning services throughout its UK service areas. The cleaners will use reasonable skill and care and will follow the agreed specification and any reasonable instructions provided at the start of the visit.
If the Customer is not satisfied with any aspect of the deep clean, the Customer must inform the Company within a reasonable time, normally within 24 hours of completion, providing clear details of the concern. The Company will review the issue and, where appropriate, arrange for the relevant areas to be re-cleaned at no additional cost.
The Company will not be responsible for pre-existing damage, wear and tear, permanent staining or defects in materials and surfaces which cannot be remedied through normal cleaning methods. Some stains, odours or marks may not be fully removable despite deep cleaning.
10. Liability and Limitations
The Company holds appropriate insurance for the provision of cleaning services within the United Kingdom. The liability of the Company for any loss or damage arising out of or in connection with the Services is limited as set out in this section.
The Company will not be liable for any indirect, consequential or economic loss, including loss of profit, loss of business, loss of opportunity or loss of reputation. The Company will not be liable for any loss or damage caused by inaccurate information provided by the Customer, failure to follow the Company reasonable instructions, or actions taken by the Customer or third parties.
The Company will not be responsible for any damage to items that are inherently fragile, not securely fixed, of high value, or unsuitable for normal cleaning processes where the Customer has not clearly informed the Company of such risks in advance.
Where the Company is found liable for direct loss or damage, the total liability, whether arising in contract, negligence or otherwise, shall not exceed the total amount paid by the Customer for the specific deep cleaning appointment during which the loss or damage occurred, except where such limitation is not permitted by law.
Nothing in these Terms and Conditions limits or excludes any liability which cannot legally be limited or excluded under UK law, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
11. Keys, Security and Alarms
Where the Customer provides keys, access cards or alarm codes, the Company will take reasonable care to protect such items and information. Keys held by the Company may be coded and stored securely. The Customer must confirm any specific security procedures at the time of booking.
The Company will not be liable for loss or damage arising from faulty locks, alarm systems, security equipment or existing security issues at the Premises. It is the Customer responsibility to ensure that all windows and doors are secure and that alarm systems are set as required after the cleaners leave, except where the Customer has explicitly arranged for the cleaners to set or unset alarms.
12. Waste Handling and Environmental Regulations
During deep cleaning, the Company will bag and consolidate general household or office waste identified for disposal by the Customer. Disposal of such waste will normally remain the responsibility of the Customer unless waste removal has been expressly included in the quotation.
The Company will comply with applicable UK regulations relating to waste handling, including the separation of standard domestic waste from hazardous or regulated waste streams. The Company is not licensed to remove or transport certain types of waste, including clinical waste, chemical waste, large quantities of building rubble, asbestos or other hazardous materials.
If the cleaners encounter suspected hazardous waste or materials at the Premises, they may suspend work in the affected area and inform the Customer. The Customer will be responsible for arranging appropriate specialist removal or remediation in accordance with UK environmental and health and safety regulations.
The Company aims to minimise environmental impact by using suitable cleaning products and methods appropriate for properties across its UK service areas. The Customer should notify the Company in advance of any preferences or restrictions regarding eco-friendly products or chemical sensitivities.
13. Property Damage and Breakages
In the event of accidental damage or breakage caused by the cleaners, the Customer must notify the Company as soon as reasonably possible and no later than 24 hours after becoming aware of the issue. The Company may request photographs and access to inspect the damage.
Where appropriate, the Company may offer repair, replacement or a fair contribution towards the cost of repair or replacement, taking into account age, condition and depreciation. Any such resolution will be subject to the terms of the Company insurance and the limitations of liability set out in these Terms and Conditions.
14. Health and Safety
The Company is committed to operating in accordance with relevant UK health and safety legislation. Cleaners are required to follow safe working practices, use cleaning products in accordance with manufacturer instructions and take reasonable steps to protect occupants and property.
The Customer must not request or require cleaners to undertake any activity that is unsafe or beyond their training, such as using inappropriate ladders, balancing on furniture, cleaning external windows at height without proper equipment or handling hazardous substances.
15. Complaints and Dispute Resolution
If the Customer has any complaint about the Services, the Customer should contact the Company promptly with full details. The Company will investigate and aim to resolve the matter fairly and in a timely manner, which may include re-cleaning specific areas, offering a partial refund or other appropriate remedy.
If a dispute cannot be resolved through the Company internal complaints procedure, both parties may consider using alternative dispute resolution options available in the United Kingdom. This does not affect the parties rights to bring a claim before the courts.
16. Changes to Terms and Conditions
The Company may update or amend these Terms and Conditions from time to time to reflect changes in law, best practice or the way the Company operates. The version in force at the time of the Customer booking will apply to that particular appointment. A copy of the current Terms and Conditions will be made available upon request.
17. Governing Law and Jurisdiction
These Terms and Conditions and any dispute or claim arising out of or in connection with them or the Services shall be governed by and construed in accordance with the laws of England and Wales.
Both the Company and the Customer 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 and Conditions or the provision of deep cleaning services, except that, where permitted by law, the Company may bring proceedings in any other jurisdiction where the Customer is resident or has assets.
18. Entire Agreement
These Terms and Conditions, together with any written quotation or booking confirmation provided by the Company, constitute the entire agreement between the Company and the Customer in relation to the Services. No other terms, whether implied by custom, practice or otherwise, shall apply unless expressly agreed in writing.
If any provision of these Terms and Conditions is found to be invalid or unenforceable by a court or competent authority, the remaining provisions shall continue in full force and effect.