UK Service Terms and Conditions for Tenancy Cleaning
These Terms and Conditions set out the basis on which tenancy cleaning services are provided by us to customers in the United Kingdom. By placing a booking for tenancy cleaning, end of tenancy cleaning, or any related rental property cleaning service, you agree to be bound by these terms. They are intended to create clarity around the booking process, payment obligations, cancellations, liability, waste handling, and the legal framework that applies to the service. In these terms, references to “we”, “us”, and “our” mean the cleaning service provider, and references to “you” and “your” mean the customer placing the booking.
Our tenancy cleaning service is designed for residential properties that require a detailed clean at the start or end of a tenancy, on a move-out basis, or in connection with a property handover. Unless otherwise agreed in writing, the service is limited to cleaning tasks and does not include repair work, decoration, pest control, or specialist remediation. Any statement made during the booking process, whether verbal or written, forms part of the service agreement only where confirmed by us. These terms apply to all standard and bespoke end of tenancy cleaning bookings, unless a separate written agreement states otherwise.
We reserve the right to update or revise these terms from time to time. Any changes will apply to new bookings made after the revised terms take effect. The version in force at the time your booking is accepted will govern the service unless a later written variation is agreed. If any provision is found to be invalid or unenforceable, the remaining provisions shall continue in full force. Nothing in these terms is intended to limit your statutory rights where such rights cannot lawfully be excluded.
1. Booking Process
To request a booking for tenancy cleaning, you must provide accurate and complete information about the property, including the address, property type, number of rooms, condition, access arrangements, and any known cleaning requirements. The quotation or estimate we provide is based on the information supplied at the time of enquiry. If additional details emerge later, we may revise the price, the duration, or the team size needed to complete the work. A booking is not confirmed until we have accepted it and, where required, received any deposit or prepayment.
We may offer fixed-price cleaning for defined properties or hourly cleaning where the scope is less certain. Where a fixed price is offered, it is based on a standard level of domestic condition and normal tenancy use. Severe staining, heavy grease, mould, infestation, large quantities of rubbish, or other exceptional conditions may require an adjusted quote. The customer must ensure that all areas to be cleaned are accessible and ready for service, including clear access to water, electricity, and entry to the premises. If access is restricted or delayed, additional charges may apply.
It is your responsibility to notify us of any special circumstances that could affect the cleaning service, including fragile surfaces, pets, alarms, parking restrictions, security procedures, or shared access rules. We will use reasonable skill and care in providing rental property cleaning, but the scope of the job is limited by the condition and accessibility of the property. Where necessary, we may refuse or postpone a booking if the property is unsafe, inaccessible, or unsuitable for cleaning under the agreed terms.
2. Service Scope and Customer Responsibilities
Our end of tenancy cleaning covers general cleaning tasks typically expected in a vacant or soon-to-be-vacant residential property. This may include dusting, vacuuming, mopping, surface wiping, kitchen cleaning, bathroom sanitation, appliance exterior cleaning, and other standard tasks agreed in advance. Unless clearly included in the booking, the service does not cover specialist work such as carpet steam cleaning, upholstery treatment, exterior window cleaning, removal of mould beyond standard surface cleaning, or treatment of damaged materials. Any add-on services must be agreed before the work begins.
You are responsible for ensuring that the property is sufficiently empty and prepared for cleaning. Where personal belongings, furniture, fixtures, or boxes remain in the property, we may clean only around them, unless removal has been expressly agreed. We are not obliged to move heavy items, dismantle furniture, or handle valuable, hazardous, or private possessions. If keys, access codes, or permits are required, you must provide them in good time and ensure they are valid for the agreed service window. If our team cannot gain access, the booking may be treated as a late cancellation or failed visit.
Where the property has been recently vacated, we strongly recommend that utilities remain active throughout the cleaning appointment. If electricity, heating, or water is unavailable, some cleaning tasks may be limited or impossible. We will not be liable for any reduction in service quality resulting from a lack of utilities, inadequate lighting, poor ventilation, or unsafe conditions beyond our control. Any request for additional tasks during the visit may be accepted or declined at our discretion and may lead to extra charges.
3. Payments and Charges
All prices are quoted in pounds sterling unless stated otherwise. Payment terms will be confirmed at the time of booking and may include full payment in advance, a deposit, or payment upon completion. We may require immediate payment for urgent or same-day bookings. Unless expressly agreed, the booking fee, deposit, or invoice must be paid by the stated due date. Failure to pay on time may result in suspension of the service, cancellation of the booking, or recovery action for outstanding sums.
Any additional charge arising from inaccurate booking details, exceptional dirt, extra time on site, parking costs incurred by our team, out-of-hours attendance, reattendance requested by the customer, or work outside the original scope may be added to the invoice. If the property condition materially differs from the description provided, we may adjust the price before or during the job. Any estimate is given in good faith, but final charges may reflect the actual work required. We are not responsible for the consequences of underestimating the condition of the property where the customer supplied incomplete or misleading information.
Invoices must be paid by the method and deadline specified by us. Late payment may attract interest and reasonable recovery costs where permitted by law. We may retain the right to withhold the issue of a completion note, confirmation, or any non-essential follow-up until full payment is received. Where a card payment is reversed, disputed without valid reason, or found to be unauthorised, we may pursue the unpaid balance and any associated costs. No deduction may be made from amounts due unless we have agreed in writing.
4. Cancellations, Rescheduling, and Missed Appointments
Customers may request to cancel or reschedule a booking, but such requests must be made within the notice period stated at the time of booking. If no notice period is specified, a reasonable minimum notice applies, and cancellations made close to the appointment may be charged in part or in full. We may deduct any non-recoverable costs, administration charges, or losses arising from short-notice cancellation. Where a deposit has been taken, it may be non-refundable unless we decide otherwise or the law requires a refund.
If you need to change the date, time, or access arrangements for a tenancy cleaning service, you must inform us as soon as possible. We will try to accommodate changes, but availability is not guaranteed. A booking may be treated as cancelled if no one provides access, if the property is not ready for work, if utilities essential to the job are unavailable, or if our team is prevented from entering the premises for any reason within your control. In such cases, a call-out, waiting, or cancellation charge may apply.
We may also cancel or reschedule a booking where circumstances beyond our reasonable control make performance impracticable or unsafe. This includes severe weather, transport disruption, staff illness, equipment failure, security concerns, fire, flooding, or other events that prevent normal service. If we cancel for reasons within our control, we will offer a revised appointment or refund any prepayment for the affected part of the service. We will not be liable for indirect losses arising from cancellation or rescheduling, provided we act reasonably and in good faith.
5. Liability and Limitations
We will use reasonable skill and care in performing rental property cleaning, but we do not guarantee that any property will achieve a particular outcome beyond the agreed service scope. Natural wear, pre-existing damage, staining that cannot be removed by standard cleaning methods, and deterioration caused by age or poor maintenance are outside our responsibility. We are not liable for hidden defects, fragile finishes, or damage caused by unstable fixtures, poor workmanship, or unsuitable materials unless damage is directly caused by our negligence.
To the fullest extent permitted by law, our liability is limited to the amount paid for the relevant service or the reasonable cost of rectifying proven damage directly caused by our negligence, whichever is lower, unless a greater amount is required by law. We shall not be liable for indirect or consequential losses, including loss of rent, missed inventory deadlines, loss of deposit, business interruption, or emotional distress, except where liability cannot be excluded. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any matter that cannot lawfully be limited.
It is your responsibility to protect valuable, fragile, or sentimental items before the service begins. We recommend that such items are removed from the property or clearly identified in advance. We are not responsible for the condition, security, or handling of items not intended for cleaning. If we are asked to clean around electrical appliances, fixtures, or fittings, you confirm that they are safe to use and suitable for cleaning. Any complaint regarding the service should be raised promptly after completion and supported, where possible, by reasonable evidence.
6. Waste Regulations and Disposal
Our service may involve the collection of general waste generated during cleaning, such as disposable cloths, packaging, and small amounts of debris. However, we are not a waste removal company unless this has been specifically agreed. We will only remove waste where it is lawful, safe, and within the scope of the booking. Customers remain responsible for arranging the removal of furniture, appliances, bulky waste, clinical waste, hazardous materials, and any items requiring specialist disposal.
We will comply with applicable UK waste regulations and environmental requirements when handling waste in connection with the service. Waste will not be removed, transported, or disposed of in a manner that breaches legal obligations, site rules, or safety guidance. If we encounter hazardous items such as needles, chemicals, asbestos, bodily fluids, fuel, sharps, or other controlled materials, we may stop work in the affected area and request that the hazard be made safe by a competent person. We may charge for any time lost or additional precautions required.
You warrant that the premises do not contain unlawful, dangerous, or concealed materials that could expose our staff to risk. If such materials are present, you must disclose them before the appointment. We reserve the right to refuse handling of items that fall outside normal domestic cleaning, and we may report serious hazards to the relevant authorities where required by law. Any waste left behind after the service remains your responsibility unless we have expressly agreed to remove it as part of the booking.
7. Complaints, Reattendance, and Remedies
We aim to deliver a professional end of tenancy cleaning service and encourage customers to inspect the property promptly once the service is complete. Any complaint about missed areas, quality issues, or alleged damage should be raised within a reasonable time and, where possible, before the property is reoccupied, redecorated, or altered. This allows us the opportunity to review the matter and determine whether a reattendance, remedy, or partial refund is appropriate. Delay in raising concerns may affect our ability to assess the issue fairly.
If a legitimate cleaning issue is identified, we may choose to re-clean the relevant area, offer a partial refund, or provide another reasonable solution depending on the nature of the problem. Our remedy will not exceed what is reasonably necessary to address the issue. We are not obliged to provide compensation where the result complained of is caused by pre-existing damage, excessive dirt, unclear instructions, or circumstances outside our control. Any proposed remedy does not waive our right to rely on these terms in relation to other parts of the service.
Where access to the property after completion is required to investigate a complaint, you must make suitable arrangements within a reasonable period. If the property has been let, sold, altered, or handed over in a way that prevents inspection, we may decline the complaint where this prevents fair assessment. A complaint does not automatically justify non-payment or deduction from an invoice unless we agree in writing or a final legal determination requires it.
8. Governing Law
These terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales, unless a different legal jurisdiction is mandatory by law for the specific transaction. Where the customer is located elsewhere in the United Kingdom, the parties agree that the applicable law and forum shall be determined in accordance with the relevant legal rules governing the contract. Nothing in this clause affects your statutory rights under consumer law where they apply.
By confirming a booking for tenancy cleaning, move-out cleaning, or any equivalent service, you acknowledge that you have read, understood, and agreed to these terms. If you do not accept them, you should not proceed with the booking. These terms are intended to provide a fair and practical framework for the provision of cleaning services in residential rental properties, balancing service standards, customer responsibilities, and legal protections in a clear and proportionate manner.