Terms and Conditions for Move Out Cleaning Services

These Terms and Conditions apply to all move out cleaning and end of tenancy cleaning services supplied by us in the United Kingdom. By making a booking, the customer agrees to be bound by the terms set out below. Please read them carefully before confirming any appointment. For the purposes of these terms, “we”, “us” and “our” refer to the cleaning service provider, and “you” or “the customer” refers to the person requesting the service.

The purpose of this document is to set out a clear agreement for the provision of a move-out cleaning service, including the booking process, payments, cancellation rules, liability limits, waste handling requirements and the legal framework governing the contract. These terms are intended to be fair and practical, and they apply regardless of whether the property is a flat, house, studio, furnished home or commercial rental premises requiring a final clean.

In these terms, references to a “service” mean any cleaning work arranged with us for the purpose of preparing a property for handover, inspection, sale, letting or vacancy. Unless otherwise agreed in writing, the service is limited to cleaning tasks and does not include repairs, specialist restoration, pest control, removal of hazardous waste, or any work requiring trade qualifications.

1. Booking Process

Bookings for our end of tenancy cleaning and related services may be made by phone, email, online form or other booking method we make available. A booking is only confirmed once we have received all necessary details and we have accepted the request. Until confirmation is issued, no fixed appointment time or price should be assumed.

When making a booking, you must provide accurate information about the property, access arrangements, size, condition, number of rooms, presence of pets, and any known issues that may affect the cleaning process. If you supply incomplete or incorrect information, we may revise the quotation, adjust the scope of work, or refuse to proceed if the actual conditions differ materially from those described.

We may request photographs, inventory notes, or other details before confirming the appointment. This helps us assess the level of work required and decide whether special equipment, additional staff, or extra time will be needed. Any estimate provided before inspection is based on the information supplied by you and may be revised if the property condition is substantially different on arrival.

2. Service Scope and Access Requirements

Our move out cleaning service is designed to deliver a thorough final clean of the property’s internal areas, subject to the package or scope agreed at booking. Unless expressly included, the service does not cover deep stain removal, mould treatment, exterior cleaning, appliance repair, high-level works, or cleaning of areas obstructed by furniture, belongings or locked spaces.

You are responsible for ensuring that the property is ready for cleaning at the agreed time. This means that personal belongings should be removed or stored as agreed, utilities should be available where needed, and safe access should be provided to all areas that are to be cleaned. If we cannot access part of the property, we may exclude that area from the service or treat the booking as incomplete.

Where the property is occupied, partially vacated, or still contains waste or clutter, additional charges may apply due to increased labour and time. If the condition of the property creates health, safety or operational concerns, we may suspend work until the issue is resolved. We will take reasonable care, but we are not responsible for delays caused by missing keys, failed access, parking restrictions, inaccurate instructions or absence of utilities.

3. Payments and Charges

The price for the service will be stated in the booking confirmation, quotation, invoice or other written agreement. Unless otherwise agreed, charges are based on the information provided at the time of booking. If the scope changes, the property condition is worse than described, or additional work is requested on site, we may issue a revised charge before continuing.

Payment terms will be confirmed at booking. We may require a deposit, full advance payment, or payment on completion depending on the nature of the appointment and the level of risk involved. All sums must be paid in cleared funds by the due date. Failure to pay on time may result in cancellation, suspension of service, or recovery action where appropriate.

Unless stated otherwise, prices are inclusive of standard cleaning labour and ordinary materials suitable for routine domestic cleaning. Any specialist supplies, equipment hire, disposal costs, parking charges, congestion-related charges, or extra labour arising from exceptional conditions may be charged separately. If VAT is applicable, it will be included or added in accordance with the legal requirements in force at the time of invoicing.

4. Cancellations, Rescheduling and No-Access Fees

You may request cancellation or rescheduling by giving us reasonable notice. The specific notice period may be stated in the booking confirmation or invoice. If you cancel too late, we may charge a cancellation fee to cover staff allocation, travel preparation, administration and lost business time. Where a deposit has been taken, it may be retained wholly or partly depending on the notice given and the work already committed.

If we arrive at the property and are unable to gain access, or if the property is not ready for cleaning because belongings remain in place beyond the agreed level, we may treat this as a late cancellation or wasted visit. In such cases, a call-out fee, minimum charge or full booking fee may be payable, depending on the circumstances and the amount of time reserved for your appointment.

We may also need to reschedule due to weather, illness, equipment failure, unsafe conditions or events beyond our control. In such cases, we will use reasonable efforts to rearrange the appointment at the earliest practical time. Our liability for inconvenience caused by rescheduling will be limited to the refund or rebooking remedy, as appropriate, and no further compensation will be due unless required by law.

5. Customer Responsibilities

You must ensure that the information you provide is truthful and complete, and that you have the authority to arrange the cleaning service for the property. If you are not the legal owner or tenant, you are responsible for ensuring that you have permission from the relevant person or organisation before booking.

You must also remove cash, jewellery, personal documents and other valuable items before the cleaning begins. Although our staff will act with reasonable care, we cannot accept responsibility for items left on site unless loss or damage is caused by our proven negligence. Any fragile, loose, antique or sentimental items should be clearly identified in advance, or removed where possible.

You are responsible for checking whether any surfaces, fittings, fixtures or items are delicate, water-sensitive or otherwise vulnerable to normal cleaning processes. Where special instructions are needed, they must be provided before the service starts. If we are not told about a known risk and damage occurs as a result of ordinary cleaning methods applied in good faith, our liability may be limited in accordance with these terms.

6. Liability and Limitations

We will carry out the service with reasonable skill and care. However, cleaning work carries inherent risks, particularly where surfaces are aged, poorly maintained, already damaged or not suitable for routine products. We are not responsible for pre-existing defects, wear and tear, hidden damage, manufacturing faults, or deterioration caused by age, damp, structural movement or prior misuse.

Where a claim arises, you must notify us within a reasonable time after the service and provide appropriate evidence of the issue. We may inspect the affected area, seek further information, or request photographs before deciding whether any remedial action is justified. If our liability is established, our preferred remedy will usually be re-cleaning the affected area or, where that is not reasonable, issuing a refund limited to the affected part of the service.

To the maximum extent permitted by law, we exclude liability for indirect, incidental or consequential loss, including loss of rent, loss of sale, delayed handover, missed deadlines, reputational loss or costs incurred with third parties. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot legally be excluded under UK law.

7. Waste Regulations and Property Disposal Rules

Our cleaning service is not a waste collection or removal service unless specifically agreed in writing. Any rubbish, bulky waste, abandoned belongings or unwanted items remaining in the property are your responsibility unless we have expressly agreed to remove them. If we agree to handle waste, you must ensure that it is lawful, safe and suitable for collection.

We will comply with applicable UK waste regulations and expect the same from you. Waste must not include hazardous substances, sharps, medical waste, chemicals, asbestos, or any item requiring specialist disposal unless we have agreed in advance and have the proper capability to manage it. If such waste is discovered, we may refuse to move it, charge extra, or suspend work until the issue is resolved.

Where we transport waste as part of an agreed service, we may require you to confirm that the waste is not unlawful, dangerous or contaminated. You are responsible for disclosing any items that may require special handling. If a customer knowingly withholds information about prohibited or hazardous materials, the customer will be liable for any loss, damage, fine, claim or expense arising from that omission.

8. Staff Conduct, Health and Safety

We aim to provide a professional move-out cleaning service with proper regard for health and safety. Our staff may refuse to work in areas that present a risk of injury, contamination, excessive odour, infestations, unsafe wiring, broken glass, exposed needles, aggressive animals or other dangerous conditions. In such circumstances, we may pause the service or withdraw entirely if necessary.

Customers must ensure that the property is safe for our team to enter and work in. Any known hazards should be disclosed before the appointment. If a hazard is discovered during the cleaning, we may stop work immediately and take reasonable steps to protect our staff and property. Any resulting delay, additional charge or partial completion will not be our fault where the hazard was not disclosed or could not reasonably have been identified in advance.

We may also make reasonable decisions about the order in which tasks are performed, the cleaning products used and the time spent on each area. Our judgment will be based on achieving a practical and professional result within the agreed scope and conditions. Where a customer insists on instructions that create risk or are inconsistent with safe practice, we may decline to follow them.

9. Complaints and Remedial Cleaning

If you believe that any part of the service has not been delivered properly, you should notify us promptly so that we can assess the matter. We may ask for photographs, a list of concerns and access to the property if a return visit is needed. A complaint does not automatically mean that a refund is due; the issue will be assessed against the agreed scope, the property condition and these terms.

Where a valid complaint is accepted, we may offer a re-clean of the relevant area within a reasonable period. This will usually be our first remedy. If a re-clean is not practical, a partial refund may be considered, limited to the affected section of the service. No remedy will be offered for issues caused by factors outside our control or by conditions that were not disclosed before the booking.

Any remedial work offered by us does not amount to an admission of liability beyond what is expressly stated in these terms. Nothing in this section affects your statutory rights as a consumer where they apply.

10. Governing Law and General Provisions

This agreement and any dispute or claim arising from it shall be governed by and interpreted in accordance with the law of England and Wales, unless another part of the UK law applies by mandatory rule. If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

We may update these Terms and Conditions from time to time to reflect changes in our operations, legal duties or service model. The version in force at the time of your booking will apply to that booking unless we agree otherwise in writing. No employee, subcontractor or representative has authority to vary these terms unless such variation is confirmed by an authorised person in writing.

By confirming a booking for move out cleaning, you acknowledge that you have read, understood and accepted these terms. They form the basis of the contract between you and us for the supply of cleaning services and related agreed activities.