End of Tenancy Cleaning Service Terms and Conditions

These Terms and Conditions set out the basis on which we provide professional end of tenancy cleaning services within our UK service area. By booking or using our services, you agree to be bound by these Terms and Conditions. Please read them carefully before making a booking.

1. Definitions

In these Terms and Conditions, the following expressions shall have the meanings set out below:

1.1 Client means the person, company or organisation requesting or receiving the end of tenancy cleaning service.
1.2 Property means the residential premises where the service is to be carried out.
1.3 Service means the end of tenancy clean or related cleaning services agreed between the Client and the company.
1.4 Terms means these Terms and Conditions, as amended from time to time in accordance with clause 14.
1.5 We, us and our refer to the cleaning company providing the Service.
1.6 You and your refer to the Client engaging the Service.

2. Scope of Service

2.1 Our end of tenancy cleaning service is designed to provide a thorough clean of the Property at the end of a tenancy, generally in line with typical expectations of letting agents and landlords within our service area.

2.2 Unless otherwise agreed in writing, the Service will include cleaning of accessible and reasonable areas such as kitchens, bathrooms, living rooms, bedrooms, internal windows, internal doors, skirting boards, floors, and surfaces. The exact scope may vary depending on the size and condition of the Property.

2.3 The Service does not include the following unless explicitly agreed in writing and subject to an additional fee: external window cleaning, professional carpet or upholstery cleaning, specialist stain removal, waste removal in large quantities, pest control, gardening, building or repair works, or cleaning of areas that are unsafe, inaccessible, or structurally unsound.

2.4 We reserve the right to decline or discontinue the Service where the Property is excessively cluttered, unsafe, or where conditions pose a risk to the health and safety of our operatives.

3. Booking Process

3.1 You may request a quotation or make a booking by contacting us through our accepted communication channels as set out on our website or marketing materials, excluding any contact details prohibited from being published in these Terms.

3.2 When requesting a quotation, you must provide accurate information about the Property, including but not limited to: property type, number of rooms, number of bathrooms, approximate size, current condition, and any special requirements.

3.3 Quotations are provided in good faith based on the information you supply. We reserve the right to adjust the quotation or apply additional charges if the information provided is incomplete, inaccurate, or if the Property condition is significantly different from that described.

3.4 A booking is confirmed when you accept our quotation and any required deposit or prepayment has been received and acknowledged by us. We may issue a booking confirmation summarising the Service, price, and appointment details.

3.5 You are responsible for checking that the details in the booking confirmation are correct and for informing us promptly of any errors or changes.

4. Access to the Property

4.1 You must ensure that our cleaning operatives have safe and reasonable access to the Property for the duration of the Service, including access to electricity, hot and cold running water, and where necessary, parking close to the Property.

4.2 Where keys or access devices are provided, you are responsible for ensuring they are in full working order. We accept no liability for delays or inability to carry out the Service due to faulty keys, locks, alarm codes, or other access problems.

4.3 If our operatives are unable to gain access to the Property at the agreed time, a call-out charge or the full fee may be payable, as set out in clause 6 and clause 7.

5. Client Responsibilities

5.1 You must ensure that the Property is vacated or sufficiently clear for cleaning. Personal belongings, furniture and items not intended to remain at the Property should be removed or safely stored before the Service begins.

5.2 All tenants, contractors, and third parties should vacate the areas to be cleaned or cooperate with our operatives so the Service can be performed efficiently and safely.

5.3 You should inform us in advance of any delicate surfaces, materials, or fixtures requiring special care, as well as any known defects or hazards at the Property.

6. Payments and Pricing

6.1 All prices are quoted in pounds sterling and are inclusive or exclusive of VAT, depending on our current tax status as will be indicated at the time of quotation.

6.2 We may require a deposit or full prepayment to confirm your booking. The amount and timing of payment will be stated in your quotation or booking confirmation.

6.3 Remaining balances, where applicable, are due immediately upon completion of the Service, unless alternative payment terms have been agreed in writing.

6.4 Payment may be made by accepted methods as set out in your quotation or booking confirmation. You are responsible for ensuring that payment details are correct and authorised.

6.5 We reserve the right to charge reasonable additional fees where:

a. The condition of the Property requires substantially more time or resources than reasonably anticipated at the time of quotation.
b. Extra rooms or areas not included in the original quotation are requested to be cleaned.
c. There is excessive accumulation of dirt, grime, limescale, mould, or grease beyond typical wear and tear.
d. Hazardous or unsanitary conditions require special handling.

6.6 If payment is not received when due, we may suspend further services and charge interest on overdue amounts at the statutory rate, together with any reasonable costs of debt collection.

7. Cancellations and Amendments

7.1 You may cancel or amend your booking by giving us notice as set out in this clause.

7.2 If you cancel the Service more than 48 hours before the scheduled start time, any deposit paid may be refunded or credited, at our discretion, less any non-recoverable costs already incurred.

7.3 If you cancel the Service within 24 to 48 hours of the scheduled start time, we reserve the right to charge up to 50 percent of the agreed fee.

7.4 If you cancel within 24 hours of the scheduled start time, fail to provide access to the Property, or otherwise prevent the Service from being carried out, we reserve the right to charge up to 100 percent of the agreed fee.

7.5 Any request to reschedule or amend the booking is subject to availability and may result in a revised quotation. We will do our best to accommodate changes within reason.

7.6 We reserve the right to cancel or reschedule the Service in the event of circumstances beyond our reasonable control, including but not limited to severe weather, transport disruption, staff illness, or safety concerns at the Property. In such cases, we will offer an alternative appointment or a refund of any prepayments for the affected booking.

8. Quality of Service and Complaints

8.1 We aim to provide a professional and thorough end of tenancy cleaning service. If you are dissatisfied with any aspect of the Service, you must notify us as soon as reasonably possible and, in any event, within 48 hours of completion.

8.2 Upon receiving a complaint, we may request photographs or a joint inspection of the Property. Where the complaint is justified, we will arrange a re-clean of the relevant areas at no additional cost, provided that:

a. The Property remains unoccupied or in substantially the same condition as when the Service was completed.
b. No additional cleaning or alterations have been carried out by third parties.
c. The complaint relates directly to the quality of our Service and not to damage, wear, or defects existing prior to our attendance.

8.3 Our liability in relation to the quality of the Service is limited to providing a re-clean of the affected areas, as set out above.

9. Liability and Insurance

9.1 We will exercise reasonable care and skill in providing the Service. Our operatives are trained to handle typical end of tenancy cleaning tasks with appropriate products and methods.

9.2 We hold public liability insurance appropriate for a professional cleaning business. Details are available upon request.

9.3 We shall not be liable for:

a. Normal wear and tear, existing damage, defects, discolouration, or deterioration of surfaces, fixtures, or fittings that cannot be remedied by cleaning alone.
b. Damage resulting from pre-existing faults, poor installation, or fragile or unstable items.
c. Failure to remove stains or marks that cannot be removed with standard professional cleaning methods or that may be unsafe to treat with stronger agents.
d. Loss or damage arising from incomplete, inaccurate, or misleading information supplied by you.

9.4 Our total liability for any loss or damage arising from or in connection with the Service, whether in contract, tort, or otherwise, shall not exceed the total price paid for the specific Service giving rise to the claim.

9.5 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be limited or excluded by law.

10. Waste Handling and Environmental Regulations

10.1 We comply with relevant UK regulations relating to waste handling and disposal within our service area.

10.2 Our end of tenancy cleaning service includes the reasonable collection and disposal of small quantities of general waste generated by the cleaning process itself, such as used cleaning materials and packaging.

10.3 Large quantities of household waste, unwanted furniture, white goods, construction debris, hazardous materials, or items requiring licensed waste carriers are not included in the standard Service. Where such removal is requested, this will be subject to separate agreement and may require additional charges and compliance with specific regulations.

10.4 We reserve the right to refuse to handle or remove any items that, in our reasonable opinion, are hazardous, illegal, excessively heavy, or otherwise unsuitable for removal as part of a standard cleaning service.

10.5 You remain responsible for complying with tenancy or local requirements relating to waste disposal at the Property, including any rules set by landlords, letting agents, local authorities, or property managers.

11. Health and Safety

11.1 We are committed to operating in a safe and responsible manner. Our operatives are instructed to follow health and safety procedures appropriate to professional cleaning.

11.2 We may withdraw our operatives from any situation where there is a risk to their health or safety, including but not limited to the presence of hazardous substances, aggressive behaviour, or unsafe structural conditions at the Property.

11.3 You must inform us in advance of any specific health and safety concerns, including known allergies to cleaning products, where relevant to the Service.

12. Keys, Security and Confidentiality

12.1 Where we accept keys or access devices to the Property, we will take reasonable steps to keep them secure and to use them only for the purpose of providing the Service.

12.2 We will not disclose entry codes or security information to third parties without your consent, except where required by law.

12.3 Our operatives are instructed to respect your privacy and confidentiality. Any personal or sensitive information obtained in the course of providing the Service will be handled in accordance with applicable data protection legislation.

13. Data Protection

13.1 We collect and process personal information necessary for the booking, administration, and performance of the Service, including your name, contact details, property address, and billing information.

13.2 We will only use your personal information in accordance with applicable UK data protection laws and our privacy practices, for purposes such as managing bookings, processing payments, communicating with you, and improving our services.

14. Variation of Terms

14.1 We may update or amend these Terms from time to time to reflect changes in our operations, legal requirements, or best practice.

14.2 The Terms applicable to your booking are those in force on the date your booking is confirmed. Any subsequent changes will not affect a confirmed booking unless required by law or agreed with you.

15. Governing Law and Jurisdiction

15.1 These Terms and any dispute or claim arising out of or in connection with them, or their subject matter or formation, shall be governed by and construed in accordance with the laws of England and Wales.

15.2 You and we 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 Service, except that if you are a consumer resident in another part of the United Kingdom, you may also bring proceedings in your local courts.

16. Miscellaneous

16.1 If any provision of these Terms is found to be invalid, illegal or unenforceable by a court, that provision shall, to the extent required, be deemed deleted, and the validity and enforceability of the remaining provisions shall not be affected.

16.2 No failure or delay by us in exercising any right or remedy under these Terms shall constitute a waiver of that or any other right or remedy.

16.3 These Terms, together with any written quotation or booking confirmation, constitute the entire agreement between you and us in relation to the Service and supersede any prior understandings or arrangements.

16.4 You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or subcontract our rights and obligations where reasonably necessary to provide the Service, while remaining responsible for its proper performance.