Terms of Use

The terms that apply when you book, reschedule or cancel a cleaning visit.

Last updated on 1 January 2026. This page is written in plain language on purpose; if anything here is unclear, ask the office and we will explain it.

Booking a Visit

A booking is confirmed when we send you a written confirmation by email naming your cleaner and an arrival window. Until that email arrives, nothing is reserved.

The price in the confirmation is the price you pay. We do not add a call-out charge, a weekend premium or a travel fee, and we do not change the rate after the visit unless you asked for extra work on the day.

Cancelling and Rescheduling

You can cancel or move any booking free of charge up to twenty-four hours before the arrival window opens. Inside twenty-four hours we charge one hour at the agreed rate, which is paid to the cleaner whose round has been left empty.

If we have to cancel (illness, weather, a vehicle off the road), we tell you as soon as we know, offer the next available slot and charge nothing.

Access to Your Home

You can be at home, leave a key under a written key agreement or give us a door code. Keys are tagged by number rather than address, held in a locked cabinet at the office and returned whenever you ask.

If nobody is home and no access has been arranged, the cleaner waits fifteen minutes and then moves on. That visit is charged at one hour.

The Satisfaction Guarantee

If a room is not right, tell us within twenty-four hours of the visit. A cleaner returns to put it right at no charge. We do not offer a refund in place of the return visit, because the point of the guarantee is that the work gets done.

Damage and Insurance

Every cleaner is covered by our public liability policy. If something is damaged during a visit, report it within seventy-two hours and we will handle the claim directly with you.

We ask that genuinely irreplaceable items are put away before a visit. Our cleaners are careful, but no policy can replace something that cannot be replaced.

Work We Do Not Do

Our cleaners do not use ladders above two metres, do not move furniture heavier than they can lift alone, do not handle biohazard waste, and do not clean the inside of an oven unless a deep clean has been booked.