Terms and Conditions

1. Definitions

1.1. In these Terms of Business the following definitions apply:

  • “The Company”, “We”, “Us” – means Cleaning Experts London LTD.

  • “Cleaner”, “Cleaning Operative” – means the person or firm carrying out cleaning services on behalf of the Company.

  • “Client” – means the person, firm or corporate body to whom the cleaning services are supplied by the Company.

  • “Client’s Address” – means the address where the Client has requested the cleaning service to be carried out.

  • “Service”, “End of Tenancy Cleaning”, “EOT”, “Move In / Out Cleaning”, “Deep Cleaning” – means the cleaning services carried out on behalf of the Company.

  • “Cleaning Visit” – means the visit to the Client’s service address by the Cleaner to carry out the Service.

1.2. Unless the context requires otherwise, references to singular include the plural and vice versa; masculine includes feminine and vice versa.
1.3. Headings are for convenience and are not to affect interpretation.

2. Contract

2.1. These Terms and Conditions represent a contract between Cleaning Experts London LTD and the Client.
2.2. Both parties agree to comply with statutory regulations and codes of conduct.
2.3. Using the Company’s services constitutes acceptance of these Terms and Conditions.
2.4. These Terms prevail over any other terms or purchase conditions from the Client unless agreed in writing by a Company director.
2.5. No changes are valid without written approval by a Company director.

3. Quotations and Pricing

3.1. Cleaning services are charged per job, based on property size and condition. The number of cleaners may vary without affecting the quoted price.
3.2. Extras (oven cleaning, carpets, windows, etc.) are priced separately.
3.3. National average room sizes are used for telephone quotations.
3.4. Quotations are valid for 30 days.
3.5. The Company may amend quotations if Client requirements change; differences over 10% will be discussed with the Client.
3.6. If the Client rejects an updated quote, a £100 cancellation fee applies.

4. VAT

4.1. The Company is not VAT registered; all prices exclude VAT.

5. Equipment and Access

5.1. The Company provides all cleaning supplies and equipment.
5.2. The Client must provide running water, electricity, and sufficient lighting at the premises.

6. Payment Terms

6.1. The Company charges a flat booking fee of £100 on all bookings.
6.2. For bookings over £1,000, a 20% deposit is required, which includes the £100 booking fee.
6.3. Deposits and booking fees are non-refundable if cancellation is made less than 48 hours before the scheduled service.
6.4. Payment is due on completion of the work unless otherwise agreed in writing.
6.5. Payments accepted by Bank Transfer, Cash, or Cheque only.
6.6. Bank Details:

  • Account Holder: Cleaning Experts London LTD

  • Bank: Barclays

  • Sort Code: 20-57-76

  • Account Number: 80813915
    6.7. Late payments (over 30 days) will incur a £100 late fee plus interest at 8% per annum above the Bank of England base rate calculated daily.
    6.8. Accounts passed to collection will incur a £40 administrative fee plus any additional collection costs.
    6.9. Returned cheques will incur a £30 fee.
    6.10. The Company may cancel or suspend services due to non-payment or overdue accounts.
    6.11. The Company may charge any outstanding balances to the Client’s card on file without further notice.

7. Cancellation Policy

7.1. Cancellation requires at least 48 hours’ notice in writing.
7.2. Cancellation less than 48 hours before service results in forfeiture of the deposit/booking fee.
7.3. Cancellations after service completion require full payment.
7.4. If the Client cancels or the Cleaner cannot access the property through no fault of the Company, the Client must pay full service charges.

8. Refunds and Complaints

8.1. Refunds are not available once the service is completed.
8.2. Refunds may be considered if:

  • The Client cancels within the permitted time.

  • The Cleaner was unable to carry out the service due to circumstances beyond the Client’s control.
    8.3. Complaints must be submitted in writing within 24 hours after service completion.
    8.4. The Company will investigate and may offer re-cleaning within 7 days as part of the guarantee.
    8.5. If the Client or their representative is not present at service completion, complaints may not be accepted.

9. Claims and Liability

9.1. Claims must be reported within 24 hours (or by Monday 12:00 for Saturday services).
9.2. The Company may require access to the property within 72 hours to resolve claims.
9.3. The Client agrees to inspect the work immediately after completion.
9.4. The Company is not liable for pre-existing damage or unsatisfactory results caused by Client or third-party actions.
9.5. Liability is limited to £50 per claim.
9.6. The Company is not liable for damage caused by improper installation or surfaces not sealed for cleaning.
9.7. The Company is not liable if the Client has an outstanding balance aged more than 30 days.

10. Insurance

10.1. The Company holds public liability insurance covering damage caused by operatives, including Treatment and Fidelity Risk.
10.2. All claims are subject to a £50 excess.

11. Supplementary Terms

11.1. Key collection outside the Client’s postcode incurs a £10 charge per collection or return.
11.2. Cleaning time estimates are approximate and subject to variability.
11.3. Debris clearing from building or trade work is excluded unless otherwise stated.
11.4. Furniture moving is limited by Health and Safety regulations.
11.5. Venetian blind cleaning costs £30 per 4 regular windows (optional).
11.6. Immediate replacement of operatives will be arranged if unable to attend.
11.7. Clients must secure fragile and valuable items during cleaning.
11.8. No third-party benefits or rights are conferred by this contract.
11.9. The Company may amend these Terms at any time; changes apply to new business only.

12. Data and Recordings

12.1. Phone calls may be recorded for quality control and complaint investigation.

13. Guarantee

13.1. The Company guarantees to re-clean unsatisfactory areas within 7 days if notified within 24 hours.
13.2. Failure to notify voids the guarantee.

14. Law

14.1. These Terms are governed by the laws of England and Wales and subject to the exclusive jurisdiction of the Courts of England and Wales.