Terms and conditions

These terms apply to every clean booked with Cleaning Services London, through this website or by phone. In them, “we” means Cleaning Services London and “you” means the person who books. If anything below conflicts with your rights in law, your rights in law apply.

Booking and the deposit

Sending the booking form or ringing us is a request for a clean. We ring you back (or email, if you gave us only an email address) to agree the date and confirm the price against your home. The booking is made once we have agreed both and you have paid a 50% deposit, which secures the date.

The rest of the price is due once the clean is done. We tell you on the call how to pay.

Prices

Our prices are the ones published on this website and in our price list, and the price for your booking is the one we confirm on the call. One-off work starts at £67. Regular weekly and fortnightly cleaning is charged by the hour, with a three-hour minimum visit.

Where there is no free parking at the home, street parking is added at what it costs on the day, never more than £40.

If the home or the job turns out to be different from what was booked (an extra room, a second oven), we tell you the new price before any extra work is done, and you can say no to it.

Moving or cancelling a booking

Ring 020 3734 1438 to move or cancel a booking. If you give at least 48 hours’ notice before the agreed start time, the deposit is refunded in full, or carried over to the new date if you are moving the clean.

With less than 48 hours’ notice we may keep the deposit, because by then the cleaner’s day has been set aside for you and is hard to fill. This rule does not reduce your rights during the 14-day cancellation period below.

If we have to move or cancel your clean, we tell you as early as we can and, if the new date does not suit you, refund the deposit in full.

Your 14-day right to cancel

A booking made by phone or online is a contract made at a distance. Under the Consumer Contracts Regulations 2013 you can cancel it for any reason within 14 days, counted from the day after the booking is made. If the clean has not started, you get back everything you have paid, whatever the notice.

If you want the clean to take place inside those 14 days, you need to ask us expressly to start early, and we note that request with the booking. You can still cancel. If you cancel once the clean has started, you pay a fair share of the price for the work done up to the moment you tell us. Once the clean has been done in full, the right to cancel ends; we explain this when you ask for the early start and ask you to confirm that you understand it.

To cancel, tell us clearly by phone or in writing. You can use these words if you like: I cancel my contract for the cleaning service booked on [date] at [address], followed by your name. We refund what is due within 14 days of the day you tell us, by the same method you used to pay.

Access, water and power

You make sure the cleaner can get in at the agreed time, either by being there or by arranging keys with a neighbour, a concierge or the letting agent. Tell us on the call about entry codes, lifts and anything else the cleaner needs to know, and put away money, jewellery and anything fragile before the clean.

Please keep the water and electricity on. For end of tenancy, deep and after builders cleans we bring the equipment and products, and the cleaner still needs running water and power to use them.

If the cleaner cannot get in, or there is no water or power, we try to reach you. If the clean cannot go ahead for that reason, we may keep the deposit, as with a cancellation at less than 48 hours’ notice.

End of tenancy cleans: the return visit

This applies to end of tenancy cleans only. If the inventory clerk or the letting agent marks something we cleaned, tell us within 48 hours of the check-out and we come back to put it right at no charge. Send us the part of the check-out report that mentions it, so we know what to look at.

The return visit covers the items we cleaned. It does not cover things that were outside the booking, damage, normal wear or marks that cleaning cannot remove.

Complaints

If you are unhappy with any clean, ring 020 3734 1438 or write to us within 48 hours of the clean and tell us what is wrong; a reply to any email we have sent about your booking reaches us. Telling us quickly lets us look into it while the details are fresh. It does not limit your rights in law. We look into every complaint and come back to you with what we will do.

Nothing in these terms affects your rights under the Consumer Rights Act 2015.

Our liability

The cleaner works with reasonable care and skill, as the law requires. If something in your home is damaged during the clean, tell us within 48 hours. Where the damage was our fault, we put it right by repair, replacement or a fair payment.

We are not responsible for:

• damage that was there before the clean, or normal wear and tear
• items that were faulty, loose or badly fixed before we arrived
• marks and stains that do not come out (we do not promise that every mark will lift)
• losses that neither of us could have expected when you booked

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for anything else the law does not let us limit.

The law that applies

These terms are governed by the law of England and Wales. If we change them, the version on this page on the day you book applies to your booking.