Service Agreement For Domestic Clients

Terms & Conditions - By booking my cleaning services, you agree to the terms and conditions stated in my service agreement. 

Working Hours - My normal work days are Monday through Friday 8am-4pm. I do work from a schedule and recommend the same time and weekday for your cleaning to create consistency and convenience for us both. Arrival times are approximate and subject to factors such as traffic and weather conditions. 

Access - It is not necessary to be at home during your cleaning appointment but I require the right of entry into your property. Please pre-arrange access to your property with me if you will not be home and ensure that you show me where your key safe is, how to deactivate/reactivate alarm systems, etc. I can securely and confidentially hold a spare key if you do not have a key safe. Failure to provide access for your scheduled clean may result in a charge equivalent to the total cleaning cost. My kit is heavy and contains numerous items which I need to carry, so free and accessible parking close to your property will be required. 

Before Your Clean - If you are able to clear surfaces that are to be cleaned of any rubbish, washing up, toys, dirty laundry, etc before your cleaning appointment, please do so to allow for optimal cleaning and the most productive use of my time for you. If you would like me to tidy up and carry out additional chores for you as well as clean, I would recommend booking a longer appointment rather than your standard recommended clean time. If this is the case, please notify me in advance so I can schedule additional time for you and revise your quote. 

On The Day - All cleaning equipment, materials and products will be provided by myself (with the exception of toilet brushes for hygiene reasons). I will require access to hot water and power during the cleaning process. Although not essential, it is far easier for me to work and clean effectively in an empty house. If you will be at home during your clean, I politely ask that you remain in one area/room if possible and supervise any young children to enable me to complete my work efficiently. I am happy to work around any pets that remain at home during your clean, although I am unable to take responsibility or liability for them. Please make me aware of any broken or damaged items within your home (eg. shower doors) as I won’t be able to clean them and I cannot take liability for further damage. I will inform you if I encounter any maintenance issues around your home during the course of my work that you may not be aware of (eg. leaks). If there is a room which you do NOT want me to clean in your home, please close the door fully so I know to leave it. I do not open or clean inside cupboards or drawers unless I am specifically instructed to do so. If you have any special requests for cleaning/housekeeping tasks which you would like carried out during your cleaning appointment, please let me know. 

Potential Hazards - I will do my best to clean under/around furniture but please note, I am unable to move heavy or large items or clean any items that cannot be reached via a two-step ladder. If there is an item of furniture that you would like cleaned under/behind, please arrange for it to be moved before your clean. I am unable to clean properties where there is an infestation (eg. fleas) and reserve the right to refuse to clean anything I deem unsteady or that could potentially cause me harm (eg. biohazards). Please ensure that any medical sharps are disposed of properly in a suitable sharps bin. I will not empty bins containing clinical waste (eg. sanitary products). 

Special Considerations - If you have any allergies, if there are any specific products or cleaning methods you prefer or if there are any areas/items you would like me to avoid, please communicate these preferences in advance. If you have natural stone tiles or any other fittings/furnishings that require special treatment/cleaning products, please inform me prior to your clean so I can have the correct products to hand. 

Payment - An invoice will be provided via email on the day of your clean (paper invoices can be supplied on request). I reserve the right to update or amend quotations and charges to reflect any additional work required such as additional hours or supplies. Full payment is due upon completion of the cleaning service (preferably on the same day) unless otherwise agreed. Most clients choose to pay via bank transfer which is my preferred method of payment, although I will accept cash or cheque if this is more convenient. I will send you an acknowledgment via WhatApp/text message on receipt of your payment. As a small business, late payments can be very detrimental so please note that if payments need to be chased up over a 7 day period, you may be charged an additional fee. I reserve the right to terminate my services for persistent late payment. 

Cancellations - If you need to cancel or reschedule your cleaning appointment, please provide me with at least 24 hours notice if possible so your cleaning slot can be offered to someone else. I do however fully appreciate that emergencies and illnesses happen and these can be last minute. If you wish to suspend your regular cleaning slot (during school holidays or building works for example), please notify me in advance so I am able to offer your slot(s) to someone else. I reserve the right to cancel or reschedule cleans due to unforeseen circumstances. In the unlikely event that this happens, clients will be notified as soon as possible and provided with alternative scheduling options at the earliest convenience. I occasionally take holiday and will provide you with advance notice of this. If you wish to permanently terminate your cleaning service, please provide me with as much notice as possible so your slot can be offered to someone on my waiting list. 

Sick Policy - If you or your children get sick with a contagious illness (flu, colds, covid, norovirus, etc) please contact me as soon as possible to cancel your clean. Even though I disinfect your house, it is possible that I may transport germs to my other clients or become sick myself. To be fair to all of my clients, I prefer to wait until you are well again. At my end, I too will contact you if I am sick to protect you and your family. 

One-Off Cleans - A 50% non-refundable, non-transferable deposit is required to secure bookings for one-off deep cleans and end of tenancy cleans. Full payment (minus any deposit paid) is required on the day of the clean. 

Liability - While I take great care in providing my services, I am fully insured and an open, honest approach would be used in the case of any damage or breakage - no matter how big or small. Photographs will be taken by myself as evidence of any damage before cleaning up and a like replacement will be offered to you. I cannot be held liable for pre-existing damage or any damage or losses to your property that are not a result of my negligence.

Confidentiality - I respect your privacy and will handle any personal information shared with me in a confidential manner. I will not tell anyone that I clean for you, nor will I discuss any of my work for you with others. 

Photography - Photos or videos for social media and marketing purposes will only be taken and shared with your prior agreement and permission. All photos and videos remain anonymous and are not shared in real time. 

Customer Satisfaction - I pride myself on cleaning to the highest standards using the best quality cleaning products and equipment. When going to a house for the first time, I will always deep clean initially. If a home hasn’t had a cleaner for a while or not at all, it will take me longer to get it up to a standard where it can then be consistent each week. Therefore please understand that I may not complete your whole home in my first visit(s). My aim is to thoroughly clean each room to a professional standard which I can then maintain with frequent cleaning services. I always strive for customer satisfaction so if you have any questions or queries, please talk to me. In the unlikely event that you are unhappy with my cleaning service, please let me know within 24 hours of your clean and I will do my best to address your concerns and rectify any issues. Please note that I aim to eliminate as much dust and animal hair as possible but please be mindful that it can resettle and is impossible to eliminate entirely. Where there is any black mould, hard water stains or limescale build-up, there is no guarantee that the area in question will be able to be restored to its original condition, although I will take care to make all reasonable attempts to do so.