Terms and Conditions – Clean House Solutions Ltd
These Terms and Conditions apply to all cleaning services provided by Clean House Solutions Ltd. By accepting a quotation, confirming a booking, or allowing our team to attend a property, the customer agrees to the terms set out below.
Clean House Solutions Ltd is a professional cleaning company providing services across London, including end of tenancy cleaning, deep cleaning, after builders cleaning, carpet cleaning, upholstery cleaning, mattress cleaning and oven cleaning.
1. Company Details
Company name: Clean House Solutions Ltd
Company number: 13336191
Website: www.cleanhousesolutions.co.uk
Email: office@cleanhousesolutions.co.uk
Telephone: 0203 488 2727
WhatsApp: 07713 893 683
2. Quotations and Bookings
2.1 All quotations are based on the information provided by the customer at the time of enquiry. This may include the size of the property, number of bedrooms, bathrooms, floors, condition of the property, additional rooms, carpets, appliances, parking arrangements and any specific requirements.
2.2 The customer must provide accurate and complete information before the booking is confirmed. If the property or item is significantly different from the description provided, Clean House Solutions Ltd reserves the right to amend the quotation before work begins.
2.3 A booking is considered confirmed only once it has been agreed in writing by Clean House Solutions Ltd and, where applicable, payment has been received.
2.4 We reserve the right to refuse or cancel a booking if the property condition, access arrangements, or service requirements are not suitable or were not accurately described in advance.
3. Access, Electricity and Water
3.1 The customer is responsible for ensuring that our team has safe and timely access to the property at the agreed date and time.
3.2 The customer must ensure that electricity, hot water and running water are available at the property where required for the service.
3.3 If our team is unable to access the property, or if electricity/water is not available, the full or partial booking fee may still apply depending on the circumstances.
3.4 Any keys, fobs, entry codes, parking permits or access instructions must be provided before the appointment.
4. Pricing and VAT
4.1 All prices are quoted in GBP.
4.2 Prices may vary depending on the size, condition and location of the property or item to be cleaned.
4.3 Clean House Solutions Ltd is not currently VAT registered. Therefore, VAT is not charged on our invoices.
4.4 All cleaning materials and professional equipment are included in the price unless otherwise agreed in writing.
4.5 Parking charges, Congestion Charge, ULEZ charges, key collection fees or other access-related costs may be added to the final invoice where applicable.
4.6 If the property is heavily soiled, contains excessive limescale, mould, grease, builders’ dust, rubbish, or other conditions not disclosed in advance, additional charges may apply. Any additional charge will be discussed with the customer before proceeding where possible.
5. Payments
5.1 Payment terms will be confirmed at the time of booking.
5.2 For private clients, payment may be required in advance by bank transfer before the booking is confirmed.
5.3 For estate agents, landlords, property managers or approved regular clients, payment may be made by invoice, subject to prior agreement.
5.4 Payment must be made by the due date stated on the invoice.
5.5 Clean House Solutions Ltd reserves the right to charge reasonable administrative or recovery costs for overdue payments.
5.6 The customer may not withhold payment for work completed unless this has been agreed in writing by Clean House Solutions Ltd.
6. End of Tenancy Cleaning
6.1 End of tenancy cleaning is a detailed internal clean of the property, based on the agreed scope of work.
6.2 The property should ideally be empty before the cleaning takes place. If furniture, personal belongings, rubbish or boxes remain in the property, our team may not be able to clean all areas fully.
6.3 Unless otherwise agreed, end of tenancy cleaning does not include external window cleaning, wall washing, carpet cleaning, upholstery cleaning, rubbish removal, mould removal from deeply affected areas, or specialist stain removal.
6.4 Oven cleaning is included as standard in our end of tenancy cleaning service unless otherwise agreed.
6.5 Carpet cleaning, upholstery cleaning, mattress cleaning and other specialist services are charged separately unless included in the quotation.
7. Carpet, Upholstery and Mattress Cleaning
7.1 Professional carpet, upholstery and mattress cleaning can significantly improve the appearance and hygiene of the item, but results may vary depending on age, material, previous cleaning attempts, stains, wear and general condition.
7.2 We cannot guarantee full removal of old, permanent, dyed, bleach, rust, ink, pet urine, water damage, oil-based or heavily embedded stains.
7.3 Some stains may reappear after drying due to wick-back, especially where contamination has penetrated deep into the fibres or backing.
7.4 The customer must inform us in advance of any delicate fabrics, specialist materials, previous damage, or manufacturer’s care instructions.
8. Complaints and Re-Clean Guarantee
8.1 Clean House Solutions Ltd aims to provide a high standard of service at all times.
8.2 For end of tenancy cleaning, we offer a 72-hour re-clean guarantee. Any issues must be reported within 72 hours of completion of the clean.
8.3 Complaints must be supported with clear photos, check-out reports or a written description of the areas of concern.
8.4 The property must not have been reoccupied, used, touched up, or cleaned by another person or company before we are given the opportunity to inspect or re-clean the relevant areas.
8.5 If the complaint is valid and relates to the agreed scope of work, Clean House Solutions Ltd will arrange a return visit to re-clean the relevant areas where possible.
8.6 The re-clean guarantee does not apply to issues caused by wear and tear, permanent staining, damage, mould embedded into grout or sealant, limescale damage, poor ventilation, re-use of the property, or areas/items outside the agreed scope of work.
8.7 We do not offer refunds where we have not been given the opportunity to inspect or re-clean the areas of concern.
9. Cancellations and Rescheduling
9.1 The customer must provide at least 24 hours’ notice to cancel or reschedule a booking.
9.2 If a booking is cancelled with less than 24 hours’ notice, a cancellation fee may apply.
9.3 If our team arrives at the property and is unable to start work due to lack of access, lack of electricity/water, unsafe conditions, or incorrect information provided by the customer, a cancellation or call-out fee may apply.
9.4 Clean House Solutions Ltd reserves the right to cancel, stop or reschedule a service if it is unsafe or unreasonable for our team to continue.
10. Team Safety
10.1 We reserve the right to cancel, stop or reschedule the service if our team feels unsafe or if unexpected circumstances prevent safe or reasonable service delivery.
10.2 This includes, but is not limited to:
- Aggressive, abusive, threatening or inappropriate behaviour.
- Unsafe property conditions.
- Excessive dirt, clutter or contamination not disclosed in advance.
- Biohazard materials.
- Pest infestations.
- Unsecured pets.
- Lack of electricity, hot water or running water where required.
- Restricted or unsafe access.
- Illegal or dangerous items or substances.
- Structural hazards, including leaks, broken flooring, exposed wiring or unsafe access.
- Property condition being significantly different from the description provided.
10.3 If Clean House Solutions Ltd cancels a service for safety reasons before work begins, any refund will be assessed fairly based on the circumstances.
11. Liability
11.1 Clean House Solutions Ltd holds public liability insurance.
11.2 We are not liable for pre-existing damage, wear and tear, poor installation, unstable fixtures, loose fittings, faulty appliances, poor ventilation, damaged surfaces, or items that are already weak, broken or deteriorated.
11.3 The customer must remove or secure fragile, valuable, sentimental or delicate items before the cleaning takes place.
11.4 We are not responsible for loss or damage to items that were not properly secured or disclosed to us in advance.
11.5 We are not liable for failure to remove permanent staining, ingrained dirt, mould embedded into grout/sealant, limescale damage, rust, burns, discolouration or damage revealed after cleaning.
11.6 Any claim for accidental damage must be reported as soon as possible and no later than 24 hours after completion of the service.
12. Rubbish and Personal Belongings
12.1 Rubbish removal is not included unless agreed in writing.
12.2 We do not dispose of personal belongings unless this has been clearly agreed in advance.
12.3 Clean House Solutions Ltd is not responsible for items left in the property that are mistaken for rubbish unless clear written instructions have been provided.
13. Photos
13.1 Clean House Solutions Ltd may take before and after photos for quality control, evidence of property condition, complaint handling, or internal records.
13.2 Photos will not be used publicly for marketing without appropriate care and without revealing personal or sensitive information.
14. Privacy
14.1 Any personal information provided to Clean House Solutions Ltd will be handled in accordance with our Privacy Policy.
14.2 Our Privacy Policy is available on our website.
15. Changes to These Terms
15.1 Clean House Solutions Ltd may update these Terms and Conditions from time to time.
15.2 The version published on our website at the time of booking will apply to the service, unless otherwise agreed in writing.
16. Contact and Complaints
If you have any questions or concerns about our service, please contact us as soon as possible:
Email: office@cleanhousesolutions.co.uk
Telephone: 0203 488 2727
WhatsApp: 07713 893 683
We aim to respond to complaints within a reasonable time and will always try to resolve matters fairly and professionally.