Cleaninghome Service Terms and Conditions
These Cleaninghome service terms and conditions set out the basis on which domestic and related cleaning services are provided by Cleaninghome to customers in the United Kingdom. By placing a booking, confirming an appointment, or allowing a cleaner to begin work, the customer agrees to be bound by these terms. They are designed to create a clear, fair, and practical arrangement for both parties, covering the booking process, payment obligations, cancellation rules, liability limits, waste handling, and the law that applies to the agreement.
In these terms, references to “we”, “us”, and “our” mean Cleaninghome, while “you” and “your” mean the customer, client, or person making the booking. These service conditions apply to standard domestic cleaning and related cleaning appointments arranged in advance. They do not create any guarantee of a particular outcome beyond the reasonable skill and care expected of a professional cleaning provider. Nothing in these terms affects any rights you may have that cannot lawfully be limited under UK consumer law.
Please read these cleaning terms carefully before confirming your booking. If you do not agree with any part of them, you should not proceed. Where a separate written quotation, job specification, or service note has been provided, it forms part of the agreement, but only to the extent that it does not conflict with these terms. In the event of inconsistency, the order of precedence may be set out in the quotation or booking confirmation.
1. Booking Process
A booking is usually made when you request a service and we confirm availability. We may accept bookings through written communication, online booking tools, telephone arrangements, or other agreed methods. A booking is only binding once we have acknowledged the request and confirmed the appointment details, including the date, approximate start time, service type, and any agreed special instructions. Until confirmation is issued, availability cannot be guaranteed.
When making a booking, you must provide accurate information about the property, access arrangements, parking restrictions if relevant, the scope of work, and any hazards or special requirements. This includes notifying us of fragile surfaces, pets, security systems, or any areas that must not be cleaned. If the information provided is incomplete or inaccurate, we may adjust the schedule, revise the price, modify the service, or decline the appointment. A reasonable reassessment may be required if the actual conditions differ from those disclosed.
We aim to assign suitable staff and resources based on the information received. However, any stated arrival time is an estimate unless we expressly agree otherwise. Delays may occur due to traffic, weather, prior job overruns, or operational issues. Where practical, we will make reasonable efforts to inform you of significant changes. For recurring or regular cleaning arrangements, each visit is treated as a separate service event unless otherwise stated in writing.
2. Payments and Charges
Our charges are based on the service type, the duration booked or estimated, the size and condition of the premises, any specialist requirements, and any supplies or equipment included. Prices may be shown as hourly rates, fixed fees, or package-based charges depending on the arrangement. Unless agreed otherwise, all prices are payable in pounds sterling and may be stated inclusive or exclusive of applicable taxes, as indicated at the point of booking or invoicing.
Payment is due in accordance with the payment method and timeline specified at booking or on the invoice. We may require advance payment, part payment, or immediate payment after completion, depending on the nature of the service. If payment is not received on time, we may suspend future appointments, withhold further services, or charge reasonable costs arising from late payment. Any bank or processing fees charged by your payment provider remain your responsibility unless we have expressly agreed to pay them.
Where additional work becomes necessary because the job takes longer than expected, the property requires extra attention, or the original scope changes, we may charge supplementary fees. This may happen, for example, where rooms are heavily soiled, access is delayed, extra tasks are requested on site, or specialist cleaning materials are needed. We will normally seek approval before carrying out chargeable extras, unless immediate action is required to protect the property or complete the service safely.
3. Cancellations, Changes, and Missed Appointments
You may request changes or cancellations by giving reasonable notice before the scheduled appointment. The amount of notice required may depend on the service type and whether staff, equipment, or materials have already been allocated. If you cancel too late, we may charge a cancellation fee or retain part or all of any prepayment to cover loss of time, staffing, and administration. Any such charge will be reasonable and proportionate to our actual likely loss.
If we need to reschedule or cancel due to circumstances beyond our control, we will try to offer an alternative appointment or refund any prepaid amount for the cancelled portion of the service. We are not responsible for indirect losses caused by a cancellation or rearrangement, provided we have acted reasonably. If access is unavailable, the property is not ready, or no one is present where attendance or entry is required, we may treat the visit as a missed appointment and charge accordingly.
Repeated short-notice cancellations, refusal of entry, unsafe conditions, or repeated failure to honour appointments may lead us to decline future bookings. Where a deposit has been taken, it may be used to offset losses caused by the missed appointment. Any refundable amount will be handled in line with the agreed payment terms and applicable law. We encourage customers to review appointment details carefully before confirming any house cleaning service or similar booking.
4. Service Standards and Customer Responsibilities
We will provide services with reasonable care and skill and in a professional manner consistent with the agreed scope. However, cleaning results may vary depending on the condition of the premises, the materials present, the length of time dirt or stains have been present, and the time allocated to the booking. Some marks, odours, limescale, ingrained staining, or wear may not be removable without specialist treatment or risk of damage.
You are responsible for ensuring that the premises are reasonably accessible and safe for cleaning. This includes securing valuables, removing items that could obstruct work, and informing us of any dangerous materials, sharp objects, leaks, electrical faults, or health and safety concerns. Unless agreed otherwise, we do not move heavy furniture, handle hazardous substances, or undertake work that is unlawful, unsafe, or outside our competence. If such issues are discovered, we may suspend work until the problem is resolved.
To support a smooth service, you should provide any necessary instructions in advance and confirm whether particular products should or should not be used on sensitive surfaces. If you ask us to use your own cleaning products, you accept responsibility for their suitability unless we knowingly use them contrary to obvious safety concerns. We may refuse to use products we consider unsafe, ineffective, or incompatible with the service. This helps protect both your property and our staff.
5. Liability and Limitations
We are responsible for losses arising from our negligence, fraud, wilful misconduct, or breach of statutory duty where liability cannot be excluded under UK law. Subject to that, we will not be liable for any indirect or consequential loss, loss of profit, loss of opportunity, or business interruption. For domestic customers, our liability will be limited to the direct loss reasonably foreseeable at the time the contract was formed and caused by our breach.
We are not liable for pre-existing damage, normal wear and tear, hidden defects, manufacturing faults, or damage caused by the age or condition of items cleaned. We also are not liable where damage occurs because instructions were unclear, unsuitable products were supplied by you, access was restricted, or a risk was disclosed by us before work began and you asked us to proceed anyway. It is your responsibility to notify us of delicate items and vulnerable surfaces.
If you believe damage or loss has occurred, you must notify us promptly and provide reasonable details, including photographs where possible. You should take steps to prevent further loss or damage. We may investigate the matter and request access to inspect the affected item or area. Any claim will be assessed fairly, and any compensation, if due, will reflect the actual extent of our responsibility and the limits allowed by law. Nothing in these terms excludes liability for death or personal injury caused by negligence.
Claims relating to breakage, damage, or missing items will not be accepted if they are reported unreasonably late or cannot be supported by sufficient evidence. If a fault in our work is established, our preferred remedy may be to re-perform the service where practical, offer a proportionate refund, or agree another fair solution. The chosen remedy will depend on the circumstances and the nature of the issue. This does not limit rights that apply under consumer law.
Where we attend a property and are prevented from performing the service because of matters outside our control, including unsafe conditions, locked access, pest infestations, or a failure by you to make the premises available, we are not liable for resulting inconvenience or related costs. Any work already completed may still be chargeable. We also do not accept responsibility for items left unattended in open areas unless we have expressly agreed to supervise them.
From time to time, a Cleaninghome cleaning service may involve equipment or methods that depend on accurate information from you. If inaccurate information leads to a loss, we may reduce or reject liability to the extent the loss was caused or increased by that inaccuracy. This reflects the shared nature of practical domestic services and the importance of honest disclosure during booking.
6. Waste Regulations and Disposal
All waste handling connected with the service must comply with applicable UK waste rules. Unless otherwise agreed, we do not remove significant waste, bulky rubbish, clinical waste, hazardous materials, construction debris, or items requiring a licensed disposal process. If waste removal is included as part of a specific arrangement, it will only cover the categories expressly agreed and lawfully permitted. You remain responsible for ensuring that any waste presented for collection is lawful, safe, and properly segregated where required.
We may refuse to handle any item that appears hazardous, contaminated, unlawful to transport, or unsuitable for routine cleaning disposal. This includes, without limitation, sharp objects, chemical containers, bodily fluids, asbestos-related materials, needles, medicines, or substances requiring specialist handling. If we reasonably suspect a waste issue, we may stop work until the issue is addressed. Any additional time or cost caused by improper waste conditions may be charged to you where permitted by law.
You must not ask us to dispose of waste in a manner that breaches environmental, safety, or local waste obligations. If cleaning generates waste that remains your responsibility, you should arrange lawful collection or disposal. Where we do remove permitted waste, it may be taken to an authorised facility or handled by an approved third party in line with applicable regulations. We reserve the right to record and evidence waste-related issues where necessary for compliance purposes.
7. Suspension, Termination, and Refusal of Service
We may suspend or terminate a booking or ongoing service arrangement if you breach these terms, fail to pay sums due, provide false information, or create an unsafe or abusive environment. We may also refuse service where entry is denied, the property is unsuitable, or continuing would expose staff to unreasonable risk. In such cases, we may charge for work already undertaken and for reasonable losses directly caused by the breach.
You may terminate a recurring arrangement by providing notice in line with the booking conditions. Termination does not affect rights or obligations that already arose before the notice took effect. If you cancel after work has begun, you may still be liable for the value of services already delivered and any non-recoverable costs reasonably incurred. We will not usually continue a service if doing so would be commercially impractical or unsafe.
Where a dispute arises, both parties should first try to resolve it reasonably and in good faith. Any complaint should be made as soon as possible so the matter can be reviewed while the relevant details remain available. If a problem cannot be resolved informally, the parties may rely on the applicable legal remedies under UK law. Nothing in these terms prevents either party from seeking appropriate legal relief where necessary.
8. Data, Communication, and General Provisions
We may use the information you provide to manage bookings, perform services, issue invoices, handle enquiries, and comply with legal obligations. Communication about appointments, changes, or billing may be made by the contact details supplied at booking. You are responsible for keeping those details accurate and for checking relevant messages in time to respond to scheduling matters or service updates. We will handle personal data in accordance with applicable data protection law.
If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in full force. Any failure by us to enforce a right immediately does not waive that right. A variation to these terms is only effective if agreed in writing or clearly stated in a revised booking confirmation. These conditions form the entire agreement between the parties regarding the subject matter, unless a separate written contract expressly says otherwise.
These Cleaninghome terms and conditions are intended to provide a fair framework for home cleaning services, balancing clarity for customers with operational practicality. By booking, you acknowledge that you have read, understood, and accepted the terms applicable to your service. The cleaning service agreement will be governed by the law of England and Wales, Scotland, or Northern Ireland, as applicable to the location of the customer and the service, and any dispute will be handled by the courts with jurisdiction over the relevant matter.
