Domestic Cleaning London Terms and Conditions
These Terms and Conditions set out the basis on which domestic cleaning services are provided in London and surrounding areas. By making a booking, you agree to be bound by these terms. They are designed to create a clear, fair, and practical framework for both the customer and the cleaning provider. The terms apply to one-off cleans, regular domestic cleaning, deep cleans, and any related household cleaning service arranged under a domestic cleaning London agreement.
1. Definitions and scope In these terms, “we”, “us”, and “our” refer to the cleaning provider, and “you” or “the customer” refers to the person booking the service. “Service” means any domestic cleaning service London customers request, including standard cleaning, recurring housekeeping, and specialist household cleaning tasks agreed in advance. These terms do not apply to commercial premises, construction cleaning, or hazardous waste removal unless expressly stated in writing. Any variation must be confirmed in writing, and the latest written agreement will take precedence over prior discussions.
2. General service principles We aim to provide a professional, reliable, and respectful service. A domestic cleaner will carry out the work with reasonable care and skill, using appropriate methods for the tasks agreed at the time of booking. The service is based on the information you provide, including property type, access arrangements, the condition of the premises, and any special instructions. If the description of the property or tasks changes materially after the booking is made, we may need to revise the price, timing, or scope of the service.
3. Booking process A booking is requested when you provide your preferred date, property details, scope of work, and any relevant instructions. We may ask for photographs, an inventory, or additional information to assess the job accurately. A booking is only confirmed once we have accepted it and, where required, received any deposit or pre-authorisation. We reserve the right to decline a booking if we cannot reasonably meet the requested service standard, if access is unsuitable, or if the service requested falls outside the usual scope of domestic cleaning London services.
The customer is responsible for ensuring that all booking details are accurate and complete. This includes the number of rooms, expected level of cleaning, presence of pets, parking restrictions, and any items that require special handling. If the property contains fragile items, valuables, or areas requiring caution, you must notify us in advance. We may refuse to clean certain items or areas if there is a risk of damage or if appropriate instructions have not been provided.
Once a booking is confirmed, the scheduled date and estimated duration are reserved for you. If the service is to be performed on a recurring basis, the agreed frequency and cleaning checklist form part of the booking arrangement. Changes to the booking, including time changes, added tasks, or one-off requests, may affect the price and availability. We may also require access details, key collection arrangements, or entry instructions before the appointment date.
4. Access, preparation, and customer responsibilities You must ensure that the property is accessible at the agreed time. If we cannot access the premises, or if access is delayed through no fault of ours, we may treat the appointment as a late cancellation or failed visit. The customer should also prepare the property as far as reasonably possible by removing personal items, securing valuables, and allowing safe access to work areas. While our domestic cleaning service London teams work carefully, they are not responsible for organising household contents unless this has been expressly included in the service description.
You are responsible for maintaining a safe environment for the cleaner. This includes notifying us of any known hazards, such as broken fixtures, loose wiring, aggressive pets, bodily fluids, or materials that may pose a health or safety risk. If a property is unsuitable or unsafe to clean, the cleaner may suspend the service until the issue is resolved. Any time lost because of unsafe conditions, unclear instructions, or restricted access may still be chargeable.
5. Payments and pricing Prices may be quoted as an hourly rate, fixed price, or based on a tailored estimate. The final amount depends on the agreed scope, property size, condition, and any additional tasks requested. Unless otherwise stated, all prices are exclusive of any applicable taxes. Payment terms will be confirmed at the time of booking or before the service begins. For recurring domestic cleaning London arrangements, invoices may be issued weekly, fortnightly, or monthly as agreed.
Payment is due in full by the stated deadline. We may accept bank transfer, card payment, direct debit, or another approved method. If payment is taken in advance, it will be applied to the scheduled visit or visits. If extra time or additional work is requested on the day, the customer agrees to pay the corresponding additional fee. We may charge interest on overdue sums where permitted by law, and we reserve the right to suspend future services until outstanding balances are settled.
Discounts, promotional rates, or introductory offers are applied only where clearly stated and may be withdrawn at any time for future bookings. Estimates are based on the information available at the time and are not binding if the actual service required differs materially from what was described. If a job takes significantly longer due to the property’s condition or undisclosed requirements, we may revise the price before or after completion, provided the adjustment is reasonable and supported by the facts.
6. Cancellations, rescheduling, and missed appointments We understand that plans can change. If you need to cancel or reschedule a domestic cleaning service London appointment, you must give notice within the timeframe stated at booking or, if none was stated, within a reasonable period. Cancellations made outside the notice period may incur a charge to cover reserved time and staffing costs. Repeated late cancellations or missed appointments may result in the withdrawal of priority booking options or refusal of future services.
If we arrive at the property and cannot gain access, or if the customer is not present where attendance is required, the visit may be treated as a failed appointment and charged accordingly. If we need to cancel or postpone a service due to staff illness, severe weather, transport disruption, equipment issues, or any other circumstance beyond our control, we will aim to offer an alternative date. We are not liable for indirect losses arising from any rescheduling or cancellation that is made in good faith and for legitimate operational reasons.
7. Liability and limitations We will take reasonable care when providing our services and when handling items in the property. However, domestic cleaning involves ordinary household risks, and we cannot guarantee that all marks, stains, odours, or ingrained dirt will be fully removed. We are not responsible for pre-existing damage, wear and tear, unstable fixtures, poorly maintained surfaces, or items that are already defective. Where appropriate, we may decline to clean delicate, antique, or high-value items unless you expressly agree to the method of cleaning and accept the associated risk.
To the fullest extent permitted by law, our liability is limited to direct loss or damage caused by proven negligence, and any claim will be assessed on a case-by-case basis. We do not exclude liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded. If an item is damaged, you must notify us as soon as reasonably possible and provide evidence of the issue. We may inspect the item, request photographs, or arrange for an independent assessment before deciding whether any compensation is appropriate.
8. Customer property, keys, and valuables If you provide keys, alarm codes, or access devices, you confirm that you are authorised to do so and that the information is accurate. Keys will be handled with reasonable care. However, you should avoid leaving cash, jewellery, documents, or other valuables in plain sight. We accept no responsibility for loss caused by items that are not secured unless such loss is directly attributable to our proven negligence. For regular domestic cleaning in London, any key holding arrangement should be clearly recorded and may be withdrawn if access procedures are not followed.
The customer remains responsible for securing any confidential information, medicines, or sensitive documents. If cleaners are asked to move items, they will do so only within the scope of the agreed service and with reasonable care. We will not handle dangerous goods, weapons, illegal substances, or materials that are unsafe or unlawful to move. If we discover such items, we may stop work immediately and, where appropriate, notify the relevant authorities or emergency services.
9. Waste, disposal, and environmental rules Our domestic cleaning services include routine removal of household waste generated during the cleaning task, such as packaging, dust, and general refuse, where this is part of the agreed service. However, we are not licensed to remove hazardous waste, clinical waste, asbestos, chemicals, sharp medical items, or any controlled substances. These must be disposed of in accordance with applicable waste regulations by the customer or by a properly licensed specialist. You are responsible for ensuring that any waste left for collection is lawful, safe, and appropriately separated.
Where waste is bagged and placed for normal household collection, it must comply with local collection rules and must not contain prohibited items. If additional waste handling is requested, we may charge an extra fee and may refuse the task if it creates a legal, safety, or environmental issue. The customer confirms that all items designated for disposal are their property or are lawfully permitted to be discarded. We will not transport waste in a manner that breaches environmental, transport, or health and safety requirements.
10. Complaints, service issues, and remedies If you are dissatisfied with any part of the service, you should notify us as soon as reasonably possible and provide details of the issue. This gives us an opportunity to review the matter and, where appropriate, correct the problem. Remedies may include a re-clean, a partial refund, or another reasonable solution depending on the circumstances. Any remedy offered will not exceed what is fair and proportionate in light of the service provided and the nature of the complaint.
11. Force majeure and operational disruption We are not liable for delay or failure to perform where the cause is beyond our reasonable control. This includes extreme weather, power failure, transport disruption, industrial action, illness, fire, flood, or government restrictions. In such cases, we will try to contact you promptly and arrange a new appointment where feasible. If the disruption makes performance impossible for an extended period, either party may suspend or end the affected booking without penalty, subject to payment for work already completed.
12. Governing law and jurisdiction These terms and any dispute or claim arising out of or in connection with them are governed by the laws of England and Wales. The parties agree that the courts of England and Wales shall have exclusive jurisdiction, except where mandatory consumer rights provide otherwise. If any clause is found to be unlawful, invalid, or unenforceable, the remaining clauses will remain in full force and effect. No failure or delay in exercising any right will operate as a waiver of that right.
13. Changes to these terms We may update these Terms and Conditions from time to time to reflect changes in law, business practices, or service arrangements. The version in force at the time of your booking will apply to that booking unless a later written variation is agreed. It is your responsibility to review the current terms before confirming a new domestic cleaning London service. Continued use of the service after notice of changes constitutes acceptance of the updated terms, to the extent permitted by law.
14. Final provisions These Terms and Conditions form the entire agreement between the parties in relation to the booked service and supersede any prior verbal or written statements that are not expressly included. If a term is not enforced immediately, that does not mean it has been waived. Headings are for convenience only and do not affect interpretation. By proceeding with a booking, you acknowledge that you have read, understood, and accepted these terms governing the domestic cleaning service.