TERMS OF SERVICE

Terms and Conditions – Clean House Solutions Ltd

By accepting a quote and making a booking either over the phone, e-mail or via our website’s contact forms, the customer agrees to be bound by the following Terms & Conditions of Clean House Solutions Ltd.

The conditions stated in this document outline the rights, responsibilities and obligations of all parties involved in the agreement. These terms and conditions may be modified or amended at any time without prior notice.

1. Introduction

Please take the time to review these terms and conditions before accepting.

2. Booking and Confirmation

2.1 At the time of booking, you must provide a precise and accurate description of the property. Clean House Solutions Ltd reserves the right to amend the original quote and charge for any additional work required.

2.2 If we are provided with incomplete, incorrect, or inaccurate data or instructions, we may cancel the order or charge an additional fee.

2.3 Once a job is confirmed, a slot will be allocated for service delivery. The time provided is an estimate based on our experience and the information given. Duration may vary; flexibility is required. We are not responsible for delays due to factors beyond our control, such as weather, traffic, or force majeure events.

2.4 The customer agrees to provide access to hot water and electricity.

2.5 The customer agrees to ensure timely and easy access to the property where the cleaning will take place.

3. Pricing

3.1 All prices quoted on our website, by phone, or via email are valid only for the stated size of the property/item or the time required.

3.2 Prices may vary depending on the size, condition, and location of the property or item to be cleaned.

3.3 All prices include VAT at the prevailing rate. Clean House Solutions Ltd provides all cleaning materials and equipment unless it’s a regular cleaning service.

3.4 If key collection is required from outside the local postcode area, a £15 collection fee will apply.

3.5 A £15 congestion charge will be applied, if applicable.

3.6 A £30 additional charge applies if the freezer has not been defrosted in advance.

3.7 A minimum charge of £75 applies to each carpet or upholstery cleaning visit. Regular cleaning services are subject to a minimum of 3 hours per visit.

4. Payments

4.1 Payment is due upon completion of the job.

4.2 Payment can be made in cash upon completion, when the client is present and satisfied with the service.

4.3 Payment may also be made by BACS up to 2 days prior to the clean or on the day of completion.

4.4 The customer understands that late payments may be subject to additional charges.

4.5 If payment is not made within 30 days of invoice, the account will be passed to our debt collection agency. By accepting these terms, you agree to cover any reasonable costs incurred in recovering the outstanding amount.

4.6 The customer may not withhold any part of the agreed payment unless agreed in writing by Clean House Solutions Ltd.

5. Insurance

5.1 Clean House Solutions Ltd holds Public and Employer’s Liability Insurance. The policy covers accidental damage caused by a member of our team, provided it is reported on the service date and upon job completion.

5.2 Clean House Solutions Ltd reserves the right to withhold any confidential internal company documentation.

6. Complaints and Claims

6.1 The customer agrees to report any poor service as soon as reasonably possible, but no later than 24 hours after service completion. Failure to do so will result in no refund or compensation.

6.2 The customer or their representative must be present at the beginning and end of the cleaning session for inspection and on-the-spot corrections, if needed.

6.3 If an inventory check is scheduled, it must occur within 24 hours after the cleaning job. Clean House Solutions Ltd will not accept complaints based on inventory check reports if the property was reoccupied or touched up in the meantime.

6.4 Complaints based on inventory check reports submitted more than 24 hours after the clean will not be accepted.

6.5 Clean House Solutions Ltd may take up to 7 working days to respond to a complaint.

6.6 All customer information is kept strictly confidential.

6.7 Clauses 6.2, 6.3, and 6.4 do not affect the customer’s statutory rights to seek remedies for any losses caused by Clean House Solutions Ltd’s fault.

7. Customer Satisfaction

7.1 If the customer is not fully satisfied, Clean House Solutions Ltd will re-clean any areas/items of concern, provided that re-cleaning is possible and access is granted.

7.2 The customer must be present during the re-clean and upon completion.

7.3 A re-clean caused by factors unrelated to Clean House Solutions Ltd will be subject to a minimum additional charge of £65.

8. Liability

Clean House Solutions Ltd is not liable for:

  • Tasks not agreed to beforehand.

  • Cleaning delays or failures due to lack of hot water, power, or other access-related issues.

  • Wear or discoloration revealed after dirt removal.

  • Inability to remove old or permanent stains.

  • Damage caused by customer-supplied equipment or chemicals.

  • Loss or damage resulting from:

    • Fire, war, terrorism, or events beyond our control

    • Natural wear and tear, leaks, or unstable items

    • Infestation

    • Mechanical/electrical issues without external impact

    • Jewellery, money, securities, collections, etc. not previously disclosed in writing

    • Pets, plants, food or drink

    • Software, data, or digital content

    • Fragile items not removed or secured by the customer

8.8 If specialist cleaning products are required, the customer must supply them and assumes all risk unless damage is caused by our negligence.

8.9 Clients must provide instructions and appropriate products for items requiring special care.

8.10 Disposal of rubbish or personal belongings left in a vacated property.

8.11 Inventory check failures or extra charges if Clean House Solutions Ltd was not allowed to return for re-cleaning or if another company conducted follow-up cleaning.

8.12 Reimbursement for third-party repairs without our prior approval.

9. Cancellations

9.1 By the Customer

9.1.1 24 hours’ notice is required to cancel, reschedule, or amend a booking.

9.1.2 If a cancellation occurs without reasonable grounds, the customer agrees to cover any associated losses.

9.1.3 If cleaners are denied entry, no one is present, or power/water is not available, the full quoted fee still applies.

9.2 By Clean House Solutions Ltd

We reserve the right to cancel services if:

  • Cleaners are verbally/physically abused or discriminated against.

  • Inadequate cleaning conditions (e.g. builders present, no power/water).

  • Misrepresentation of property condition.

  • The environment poses a health risk to staff.

Complaints Policy

We always strive to deliver the best service possible. However, if you are not completely satisfied:

  • Please inspect the work as soon as possible after completion.

  • If there is anything you’re not happy with, contact us promptly so we can address it.

You can reach us at 020 7101 4571 or email us at office@cleanhousesolutions.co.uk.
We aim to respond within 7 days and, where possible, will offer a solution or arrange a return visit to resolve any concerns.