End of Tenancy Cleaning Terms and Conditions

These Terms and Conditions set out the basis on which our end of tenancy cleaning and related rental property cleaning services are supplied. By making a booking, you agree to these terms in full. They are designed to clarify expectations for both parties, including the scope of work, access arrangements, payment obligations, cancellation rules, liability limits, and compliance with relevant waste handling requirements. The aim is to provide a clear and fair framework for our tenancy cleaning service, so that the cleaning visit can be carried out efficiently and to a professional standard.

These terms apply to all bookings for move-out cleaning, pre-tenancy cleaning, and associated deep-clean services carried out at the end of a tenancy. References to “we”, “us”, and “our” mean the cleaning provider, while “you” and “your” mean the customer, tenant, landlord, letting agent, or other person placing the booking. Where the context requires, “property” includes houses, flats, shared accommodation, and furnished or unfurnished rentals. Any special requirements must be agreed in advance and confirmed in writing where possible.

By booking an end-of-tenancy clean, you confirm that you have authority to arrange access to the property and that you understand the service is a cleaning service only, not a repair, renovation, or clearance service. We may decline or amend a booking if the property conditions, requested tasks, or access arrangements are outside what can reasonably be delivered within the agreed time or price. Nothing in these terms affects your statutory rights as a consumer where those rights apply.

Booking process begins when you submit a request and provide the details needed to assess the job. These may include property type, number of rooms, occupancy status, level of cleaning required, preferred date, access arrangements, and any additional tasks such as oven, fridge, appliance, or upholstery cleaning. A quotation or estimate may be provided based on the information supplied. Estimates are not fixed until confirmed, and the final price may change if the actual condition, size, or scope of work differs from what was originally described.

A booking is only confirmed once we accept the request, agree the scope of the tenancy clean, and receive any deposit or prepayment required. We may ask for photographs or further details before confirming. If you provide inaccurate or incomplete information, we may revise the quote, change the cleaning duration, or cancel the booking. You are responsible for ensuring that the property is ready for cleaning, including removal of personal belongings unless storage of such items has been specifically agreed.

It is your responsibility to make sure we can enter the property at the agreed time. This includes supplying keys, codes, concierge instructions, parking details, and any special entry procedures. If access is delayed or prevented, we may charge waiting time, a call-out fee, or cancellation fees as set out below. We do not accept liability for missed appointments caused by incorrect access information, locked rooms, utilities being disconnected where they are needed for the service, or third-party interference beyond our control.

Payments must be made in accordance with the invoice or booking confirmation. Unless otherwise agreed, the full fee or an agreed deposit must be paid before or on the day of service. We may refuse to start or continue the end of tenancy cleaning service if payment has not been made by the required time. Accepted payment methods and any instalment arrangements will be confirmed at the point of booking. Any bank charges, failed payment fees, or currency conversion costs imposed by your payment provider remain your responsibility.

If the cleaning is extended because the property is larger, dirtier, or more heavily soiled than described, we may revise the price before continuing. Additional charges may also apply for extra services, urgent bookings, extensive limescale, mould requiring specialist treatment, heavily soiled kitchens or bathrooms, or the need for additional equipment. Where possible, we will seek approval before carrying out chargeable extras. If approval cannot be obtained promptly and the work must pause, any resulting delay or incomplete service will not be our responsibility.

Cancellations and rescheduling are accepted subject to notice requirements. If you cancel or move the booking with sufficient notice, no fee or a reduced fee may apply depending on the timing and any costs already incurred. Cancellations made at short notice may attract a charge, especially where staff, transport, or materials have already been allocated. The exact charge may vary according to the time remaining before the appointment and the level of preparation completed for the job.

If we arrive at the property and are unable to access it, or if the property is not ready for cleaning, we may treat this as a late cancellation or failed appointment. In such cases, we may charge the full booked amount or a reasonable proportion of it to recover costs. We may also cancel or reschedule if weather conditions, illness, unsafe access, or circumstances beyond our control make performance impractical. Where we must cancel for our own reasons, we will use reasonable efforts to rearrange the service or refund any sums paid for unperformed work.

Scope of liability is limited to the direct service we agree to provide. We will carry out the move-out cleaning with reasonable care and skill and aim to meet a professional standard appropriate for an occupied or vacated rental property. However, deep stains, ingrained odours, old damage, wear and tear, hidden contamination, pre-existing faults, or deterioration caused by age may not be fully removable. We do not guarantee that a landlord, letting agent, inventory clerk, or third party will accept the result as satisfactory, nor do we guarantee the return of a tenancy deposit.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited under UK law. Subject to that, we are not liable for indirect or consequential losses, loss of rent, business interruption, missed moving deadlines, or emotional distress. Our total liability for any claim arising from the service will normally be limited to the amount paid for the relevant booking, unless a different limit is required by law.

Property condition and exclusions are important because end-of-tenancy cleaning is not the same as building repair, waste clearance, or specialist restoration. We do not remove hazardous materials, biological waste, sharp objects, asbestos, needles, chemicals that require specialist handling, or items that are not safely manageable under normal domestic cleaning operations. We may decline to handle heavily contaminated items or areas that present a health or safety risk. If the property contains infestation, severe mould, or biohazards, specialist treatment may be required before ordinary cleaning can begin.

Where we discover conditions that make the work unsafe or outside the agreed scope, we may stop the job and advise that additional work is needed. Any extra cleaning requested after commencement may be treated as a new chargeable task. We are not responsible for damage caused by pre-existing defects, fragile surfaces, faulty fixtures, unsecured fittings, or items not suitable for standard cleaning products. You should inform us in advance of any surfaces or appliances requiring careful handling, such as natural stone, antique fittings, specialist flooring, or delicate finishes.

Waste regulations apply to all materials removed during the service. We will dispose of only those waste items that are produced as part of normal cleaning operations and that we are lawfully permitted to handle. Any waste transfer or disposal will be carried out in accordance with applicable UK waste laws and environmental responsibilities. You remain responsible for arranging removal of bulky waste, renovation debris, building materials, or prohibited items unless we have expressly agreed to handle them and are legally able to do so. We may refuse to move or dispose of waste if doing so would breach regulations or create an unsafe situation.

Where waste is collected as part of the service, it may include packaging, disposable cleaning materials, and similar minor residues generated during the work. We will not knowingly transport hazardous waste, clinical waste, or electrical goods unless a separate lawful arrangement has been made. You must ensure that any items left in the property are suitable for disposal and that no prohibited substances are concealed within bags, boxes, or containers. If we are required to stop due to unsafe or unlawful waste, the time spent may still be chargeable.

Customer obligations include providing a safe working environment, reasonable lighting, running water, and electricity where needed for the service. You must secure pets, notify us of any alarms or access restrictions, and remove valuables, confidential documents, and fragile personal items before the appointment. We are not responsible for loss or damage to items that should reasonably have been removed, protected, or disclosed before the clean. If key items remain in the property, we will handle them with care, but this does not make us liable for pre-existing weakness or accidental issues caused by hidden defects.

It is also your responsibility to disclose any known risks such as mould, pest activity, sharps, bodily fluids, contaminated waste, or previous water damage. Failure to disclose such matters may result in additional charges, suspension of the job, or cancellation without refund for the relevant portion of the service. Our staff may leave the property if they consider it unsafe, unlawful, or impossible to clean properly within the agreed terms. Any decision made for health and safety reasons will be final at the time, subject to later review if needed.

Complaints and remedies should be raised promptly after the service is completed. If you believe a part of the tenancy cleaning service has not been carried out with reasonable care and skill, you must notify us within a reasonable time and allow us an opportunity to inspect or rectify the issue. We may, at our discretion, return to re-clean the specific area complained of if the issue is genuinely within scope and has not been caused by new use, re-soiling, or third-party interference after completion.

Any request for a return visit must relate to the original booking and must be supported by clear information about the concern. A re-clean is not a guarantee of perfection, nor does it extend to areas that were not included in the original scope. If we agree that a refund or partial refund is appropriate, it will normally be limited to the affected portion of the service. This does not affect any rights you may have under consumer law where those rights cannot be excluded.

General terms include the right to update these conditions from time to time. The version in force at the time your booking is accepted will apply to that booking unless a different version is expressly agreed. If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue in effect. No failure or delay by us in enforcing a term will amount to a waiver of that term. You may not transfer your rights or obligations under the booking without our written consent.

We may subcontract part or all of the end-of-tenancy cleaning service where appropriate, but we remain responsible for the performance of the agreed cleaning work unless otherwise stated. Any subcontractor or team member acting on our behalf will be expected to follow these terms and the agreed job specification. Our records, booking notes, and written confirmation will be used to interpret the scope of the service where there is any dispute about what was included. Oral statements that are not confirmed in writing may not be relied upon if inconsistent with the written booking terms.

Governing law and jurisdiction: these Terms and Conditions are governed by the laws of England and Wales unless the booking is made and performed under a different part of the United Kingdom requiring a different legal approach. Any dispute arising from or in connection with the service will be subject to the exclusive jurisdiction of the courts of the relevant UK jurisdiction, as applicable. By proceeding with a booking, you acknowledge that you have read, understood, and agreed to these terms governing our cleaning for tenancy end services and related arrangements.