Terms & Conditions

Our Services

Cleaning Mate provides cleaning services across London and West Essex, including Regular Cleaning, Deep Clean, End of Tenancy Clean, After Builders Clean, and Home Reset (home organisation).

Services are carried out to the specification agreed at the time of booking, based on the service tier selected.
Steam cleaning and any other service not listed in your chosen package are add-ons and are only carried out where separately agreed and paid for.
We reserve the right to decline or reschedule a booking where a property presents a health and safety risk to our cleaners (e.g. pest infestation, hazardous materials, excessive clutter beyond the scope of the booked service).

Booking & Payment

Bookings are confirmed once a deposit has been received.
A 50% deposit is payable at the time of booking, with the remaining 50% due the day before the service, unless otherwise agreed in writing.
Payments are processed securely via our nominated payment provider.
For recurring/regular clients, payment may instead be collected via an ongoing billing arrangement as agreed at the start of service.
Prices quoted are based on the property size, condition, and service tier described to us at the time of booking. If the property differs materially from what was described (e.g. size, number of rooms, level of soiling), we reserve the right to adjust the price or scope, which we will always discuss with you first.

Cancellations & Rescheduling

We ask for at least 48 hours' notice to cancel or reschedule a booking.
Cancellations made with less than 48 hours' notice, or missed appointments where access could not be gained, may be subject to a cancellation fee of £100.
Deposits may be non-refundable in the case of a late cancellation, at our discretion, except where the cancellation is due to circumstances outside your control.
We will always try to offer an alternative date where possible rather than applying a fee.

Access & Keys

Where you are not home for your clean, you may provide us with a key or door/entry code.
We operate a strict key-holding policy: keys are labelled with a reference code only (never an address), stored securely, and only accessible to authorised staff.
All cleaners are DBS-checked and fully insured.
If we are unable to gain access to the property at the agreed time through no fault of our own, this may be treated as a late cancellation under Cancellations & Rescheduling section.

Eco-Friendly Products & Equipment

We use eco-friendly, non-toxic cleaning products as standard for non-soiled properties. Properties that require deep cleaning, have heavy grease or are soiled may require heavy duty products.
If you would like us to use products or equipment you supply, please let us know in advance we cannot be held responsible for the performance or safety of client-supplied products.
If you or anyone in your household has allergies or sensitivities, please tell us before your first clean so we can take this into account.

Our Re-Clean Guarantee

Your satisfaction matters to us. If you are not happy with any part of your clean:

Let us know within 48 hours of your appointment (by phone, email, or WhatsApp), telling us specifically which area(s) you're unhappy with.
We will arrange to return and re-clean the affected area(s) at no additional cost to you.
This guarantee covers cleaning standard issues within the scope of the service originally booked. It does not cover areas outside the agreed service scope, pre-existing damage, or wear and tear.
Re-cleans will be scheduled as promptly as possible, subject to availability.
Claims made after the 48-hour window, or without giving us the opportunity to re-clean, may not be eligible for a refund or credit.

Client Responsibilities

Please ensure the property is accessible at the agreed time.
Please secure or advise us of any fragile, valuable, or sentimental items you would prefer our cleaners not to handle.
Please advise us in advance of any pets, alarm systems, or access requirements.
Please ensure utilities (water, electricity) are available and functioning, as these are required to carry out most services.

Insurance & Liability

All Cleaning Mate cleaners are fully insured and DBS-checked.
We take reasonable care to protect your property and belongings while cleaning. In the unlikely event of accidental damage caused by our cleaner, please report it within 48 hours so we can investigate and resolve it, including via our insurance where applicable.
Our liability is limited to the cost of repair or replacement of the specific item(s) affected, and we are not liable for pre-existing damage, general wear and tear, or damage arising from faulty or unstable fixtures, fittings, or furniture not disclosed to us in advance.
We are not liable for delays or failure to perform services due to circumstances beyond our reasonable control (e.g. severe weather, power/water outages, loss of access).

Complaints

If you have any concerns about your service beyond the scope of the Re-Clean Guarantee (Section 7), please contact us at info@cleaningmate.co.uk or 0754 972 0439 and we will do our best to resolve the matter promptly and fairly.

Data Protection

Any personal information you provide is handled in line with our Privacy Policy, available on our website.

Changes to These Terms

We may update these Terms from time to time to reflect changes in our services or legal requirements. The version in effect at the time of your booking will apply to that booking.

Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or our services will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact us Cleaning Mate 📧 info@cleaningmate.co.uk 📞 0754 972 0439 🌐 www.cleaningmate.co.uk

What to include in the T&C document

Generally speaking, T&C often address these types of issues: Who is allowed to use the website; the possible payment methods; a declaration that the website owner may change his or her offering in the future; the types of warranties the website owner gives his or her customers; a reference to issues of intellectual property or copyrights, where relevant; the website owner’s right to suspend or cancel a member’s account; and much, much more.

To learn more about this, check out our article “Creating a Terms and Conditions Policy”.

Terms & Conditions

Our Services

Cleaning Mate provides cleaning services across London and West Essex, including Regular Cleaning, Deep Clean, End of Tenancy Clean, After Builders Clean, and Home Reset (home organisation).

Services are carried out to the specification agreed at the time of booking, based on the service tier selected.

Steam cleaning and any other service not listed in your chosen package are add-ons and are only carried out where separately agreed and paid for.

We reserve the right to decline or reschedule a booking where a property presents a health and safety risk to our cleaners (e.g. pest infestation, hazardous materials, excessive clutter beyond the scope of the booked service).

Booking & Payment

Bookings are confirmed once a deposit has been received.

A 50% deposit is payable at the time of booking, with the remaining 50% due the day before the service, unless otherwise agreed in writing.

Payments are processed securely via our nominated payment provider.

For recurring/regular clients, payment may instead be collected via an ongoing billing arrangement as agreed at the start of service.

Cancellations & Rescheduling

We ask for at least 48 hours' notice to cancel or reschedule a booking.

Cancellations made with less than 48 hours' notice, or missed appointments where access could not be gained, may be subject to a cancellation fee of £100.

Deposits may be non-refundable in the case of a late cancellation, at our discretion, except where the cancellation is due to circumstances outside your control.

We will always try to offer an alternative date where possible rather than applying a fee.

Access & Keys

Where you are not home for your clean, you may provide us with a key or door/entry code.

We operate a strict key-holding policy: keys are labelled with a reference code only (never an address), stored securely, and only accessible to authorised staff.

All cleaners are DBS-checked and fully insured.

If we are unable to gain access to the property at the agreed time through no fault of our own, this may be treated as a late cancellation under Cancellations & Rescheduling section.

Eco-Friendly Products & Equipment

We use eco-friendly, non-toxic cleaning products as standard for non-soiled properties. Properties that require deep cleaning, have heavy grease or are soiled may require heavy duty products.

If you would like us to use products or equipment you supply, please let us know in advance we cannot be held responsible for the performance or safety of client-supplied products.

If you or anyone in your household has allergies or sensitivities, please tell us before your first clean so we can take this into account.

Our Re-Clean Guarantee

Your satisfaction matters to us. If you are not happy with any part of your clean:

Let us know within 48 hours of your appointment (by phone, email, or WhatsApp), telling us specifically which area(s) you're unhappy with.

We will arrange to return and re-clean the affected area(s) at no additional cost to you.

This guarantee covers cleaning standard issues within the scope of the service originally booked. It does not cover areas outside the agreed service scope, pre-existing damage, or wear and tear.

Re-cleans will be scheduled as promptly as possible, subject to availability.

Claims made after the 48-hour window, or without giving us the opportunity to re-clean, may not be eligible for a refund or credit.

Client Responsibilities

Please ensure the property is accessible at the agreed time.

Please secure or advise us of any fragile, valuable, or sentimental items you would prefer our cleaners not to handle.

Please advise us in advance of any pets, alarm systems, or access requirements.

Please ensure utilities (water, electricity) are available and functioning, as these are required to carry out most services.