Terms and Conditions for End of Tenancy Cleans
These Terms and Conditions set out the basis on which end of tenancy cleaning services are provided. By placing a booking, the customer confirms that they have read, understood and agreed to these terms. These conditions are intended to create a clear and fair agreement between the customer and the service provider, covering the booking process, payments, cancellations, liability, waste regulations, and governing law. They apply to all tenancy cleaning services supplied under the booking, whether the work is completed as a one-off appointment or as part of a larger move-out arrangement.
Definitions. In these Terms and Conditions, “customer” means the person requesting the service, whether acting as a tenant, landlord, letting agent, property manager, or authorised representative. “Service” means the cleaning work agreed for the property. “Property” means the premises to be cleaned. “Booking” means the confirmed arrangement for the service date, time, scope, and price. References to end of tenancy clean, move-out cleaning, and final tenancy clean are used interchangeably and relate to the same category of service unless stated otherwise.
The customer is responsible for ensuring that all information provided at the time of booking is accurate and complete. This includes the property address, access arrangements, parking restrictions, number of rooms, current condition, and any special cleaning requirements. If the information changes before the appointment, the customer must notify the service provider as soon as reasonably possible. A failure to provide correct information may affect the price, the time required, the number of operatives needed, or whether the final tenancy cleaning can be completed as scheduled.
Booking process. A booking is not confirmed until the service provider has accepted the request and, where applicable, received any required deposit or payment authorisation. The customer may be asked to provide photographs, inventory details, floor plans, or a description of the property condition to allow an appropriate quote to be prepared. Quotes are generally based on the information supplied at the time of enquiry and may be revised if the property condition differs materially from what was described. Any revised quote will be communicated before the service begins where reasonably possible.
Booking dates and times are offered subject to availability. While every effort is made to attend at the agreed time, the customer accepts that arrival windows may be affected by traffic, weather, prior jobs, access issues, or operational delays. The service provider will act reasonably and keep the customer informed of material delays. If access is not available at the agreed time, the appointment may be treated as a late cancellation or a wasted visit, and the relevant charges may apply. The customer should ensure keys, codes, fobs, or other access methods are available and correct.
The scope of the end of tenancy cleaning service will be limited to the areas and tasks agreed in the booking confirmation. Common tasks may include internal dusting, sanitising, vacuuming, mopping, kitchen cleaning, bathroom cleaning, and removal of non-hazardous marks where reasonably possible. Unless expressly included, the service does not cover specialist restoration, mould remediation, deep carpet extraction, upholstery treatment, external cleaning, pest removal, painting, repairs, or any work requiring specialist certification. Any additional work requested on the day will be subject to acceptance and may incur extra charges.
Payments and pricing. Prices are normally quoted in advance and may be based on fixed-rate or hourly arrangements depending on the property and level of cleaning required. Unless otherwise stated, all prices are exclusive of any additional charges that arise because of changed circumstances, extra rooms, excessive soilage, access delays, waiting time, parking costs, or special disposal requirements. The customer agrees to pay the amount stated in the booking confirmation, together with any properly notified extras. Payment terms may require full payment in advance, a deposit, or payment immediately upon completion.
Where card details are provided for pre-authorisation or payment, the customer confirms that they are authorised to use the payment method and that sufficient funds will be available. If payment is declined, reversed, or disputed without lawful reason, the service provider may suspend or withhold future services and recover any associated costs. If an invoice is issued, it must be paid by the due date shown on the invoice. Late payment may result in interest or reasonable recovery costs where permitted by law. Any discount, promotion, or special rate applies only as stated and may be withdrawn in the event of a breach of these terms.
The customer acknowledges that quotations are based on normal domestic conditions. If the property requires significantly more time, equipment, labour, or consumables than expected, the service provider may revise the price before continuing, provided that this is fair and proportionate. This is particularly relevant to move-out cleaning where occupancy level, residue, scale build-up, grease, limescale, pet hair, nicotine staining, or neglected appliances can substantially increase the work required. If the customer declines the revised price, the service provider may stop the work and charge for the time already spent.
Cancellations and rescheduling. The customer may cancel or reschedule a booking by giving reasonable notice. Cancellations made within the notice period stated in the booking confirmation may be eligible for a refund, less any non-refundable booking fee or administrative cost. Cancellations made outside the permitted notice period, or failure to provide access on the day, may result in the full charge being due. The service provider may treat late cancellation and failed access as a wasted appointment because labour, travel, and planning costs will already have been incurred.
If the customer wishes to reschedule, every effort will be made to offer an alternative date, subject to availability. Rescheduling may require a revised quotation if the new date materially changes the scope, season, access conditions, or staffing arrangements. The service provider may also reschedule where necessary due to illness, equipment failure, adverse weather, safety concerns, or other circumstances beyond reasonable control. In such cases, the customer will be offered a new appointment or a refund of any prepaid amount for the affected portion of the service, as appropriate.
Right to refuse or pause work. The service provider may refuse to begin, pause, or discontinue work if the property is unsafe, if access is denied, if the condition is materially different from the description supplied, or if there is a risk to staff, equipment, or property. Examples include exposed wiring, severe contamination, aggressive animals, infestation, hazardous substances, or conditions that require specialist remediation. If work is paused or stopped for these reasons, the customer may remain liable for the time spent, travel, and any materials already used. This is intended to support a fair end of tenancy clean process without exposing anyone to avoidable risk.
Liability and customer obligations. The service provider will exercise reasonable skill and care in performing the service. However, the customer must understand that cleaning outcomes depend on the property’s condition, age, materials, and prior use. Some stains, marks, odours, limescale, wear, and ingrained residue may not be removable without risk of damage. The service provider does not guarantee that a property will meet a landlord’s, letting agent’s, or inventory clerk’s subjective expectations unless a specific written standard has been agreed in advance.
The customer is responsible for removing personal belongings, valuables, cash, medicines, confidential papers, and any items not intended to be cleaned, unless the booking specifically includes packing or removal services. The service provider accepts no liability for items left in the property that are misplaced, damaged, or discarded by third parties, except where the loss was caused by proven negligence. The customer should also ensure that fragile items, loose fittings, delicate surfaces, and electrical goods are identified before the appointment. Reasonable care will be taken, but the customer accepts that pre-existing damage may become visible once dirt is removed.
Damage and exclusions. The service provider is not liable for indirect, incidental, or consequential loss, including loss of rent, missed check-out dates, failed inventory results, or disputes with a landlord or agent, except where such loss is caused by a breach of legal duty that cannot be excluded. Liability for direct loss or damage will be limited to the amount paid for the specific service, except where a different limit is required by law. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded under UK law.
Waste regulations and disposal. The service provider will comply with applicable UK waste handling principles and will only remove or dispose of waste where this has been agreed as part of the service and where it is lawful to do so. The customer must not request disposal of hazardous materials, electrical waste, paint, chemicals, sharps, asbestos, bodily fluids, or other regulated waste unless the service provider has expressly confirmed in writing that such handling is permitted and covered. Where waste is collected, it will be managed in line with applicable environmental and duty-of-care obligations, and any lawful transfer or disposal charges may be added to the invoice.
The customer remains responsible for ensuring that items left for disposal are clearly identified and legally suitable for removal. If a property contains prohibited materials, the service provider may stop work immediately or isolate the affected area for safety reasons. The customer accepts that the discovery of prohibited waste may require referral to a specialist contractor. Any costs caused by unsafe or unlawful waste conditions, including delays, extra labour, or protective equipment, may be charged to the customer where reasonable. This also applies where a final tenancy cleaning service is interrupted by items that cannot lawfully be handled as part of a standard clean.
Equipment, utilities, and access. The customer must provide reasonable access to hot and cold running water, electricity, and lighting unless the booking states otherwise. If utilities are disconnected, insufficient, or unsafe, the service provider may be unable to complete the full service and may charge for the portion completed. The customer must also ensure that parking, permits, lifts, security access, and any building rules are arranged in advance. Additional waiting time caused by access issues may be charged at the applicable rate. The service provider is entitled to rely on the information given by the customer in good faith.
Complaints, re-cleans, and inspection. Any concern about the service should be raised within a reasonable time after completion and before the property is occupied, re-let, or altered further. If the customer believes an area within the agreed scope has been missed, the service provider may, at its discretion, offer a re-clean of that specific area provided access is arranged and the issue is reported promptly. Re-cleans are intended to address genuine omissions only and do not apply to areas that have since been used, re-soiled, or cleaned by others. The customer must permit a fair opportunity for inspection before making any claim.
Force majeure and variation. The service provider will not be liable for failure or delay caused by events beyond reasonable control, including severe weather, fire, flood, accident, industrial action, power failure, government restrictions, or emergency closures. Where such an event occurs, the service may be postponed or cancelled without penalty to the extent affected. The service provider may also update these Terms and Conditions from time to time. The version in force at the time of booking will apply unless a later change is required by law or expressly agreed in writing. No waiver of a breach will be treated as a waiver of any later breach.
Governing law and jurisdiction. These Terms and Conditions, and any dispute or claim arising from them, are governed by the laws of England and Wales, unless the service is supplied under a different mandatory legal regime within the UK. The parties agree that the courts of the relevant jurisdiction will have exclusive authority to resolve any dispute that cannot be settled amicably. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. These terms form the complete agreement for the provision of end of tenancy cleans and related services, unless modified in writing by both parties.
