Please read these terms of use carefully. By using our site and/or making a booking via email, phone or online, you indicate that you accept these terms of use and that you agree to abide by them. If you do not agree to these terms of use, please refrain from using our site and/or making a booking.

1. Pricing, Parking and Congestion Charging

1.1 Prices quoted by the Company are based on average condition of the property.

1.2 We reserve the right to amend the initial quotation if upon inspection of the property the supervisor assesses that the current state of the property is worse than the average or the customer has given to the company incorrect or incomplete property details. Any revised price will have to be accepted by the Customer before the cleaning is carried out.

1.3 We require a parking space or valid permit for one vehicle, or metered parking is to be paid by the Customer in order for us to carry out any cleaning services.

1.4 The Customer is fully liable for paying any parking penalties incurred from any mistake or misinformation on their part.

1.5 If the property being cleaned is in the congestion charging zone the congestion charge will need to be paid for by the Customer.

1.6 At the time of booking please notify us of any expensive items, including furniture, which may require special treatment or chemicals. This includes parquet and oak flooring, wooden work surfaces and any other custom made items.

2. Insurance and Liability

2.1 The Company holds public liability insurance to the value of £1,000,000.

2.2 Any claim for damage must be reported to the Company within 24 hours of the cleaning service visit.

2.3 We reserve any right to refuse disclosure of confidential company documents.

2.4 We shall not be liable for any third parties or their actions who enter or are present at the Customer’s premises during the cleaning visit nor any costs incurred of said 3rd parties not being.

2.5 Items excluded from the cleaning company’s liability include: cash, jewelry, art, antiques and items of sentimental value. Refund for for items of sentimental/personal value will be made only at its current cash value.

2.6 We request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaning operatives.

2.7 We are not responsible for any existing damage to Customer’s property in the form of old stains/burns/spillages etc. which can not be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.

2.8 We are not liable for any damages caused by faulty products/equipment provided by the Customer.

2.9 We are not liable for any damages caused by faulty or broken items which lead to other damages.

2.10 Arrival times and cleaning times are an estimate. The company will not be liable, under any circumstances, for missed/cancelled appointment costs or any other costs owing to delayed arrival or completion times.

3. Claims for damages

3.1 While our operatives make every effort not to break items, accidents do happen. Identical replacement is always attempted but not guaranteed.

3.2 In case of damage, proven to be caused by the Company or one of its sub contractors, the Company must be given first opportunity to make good the damage using their approved maintenance contractor. Under no circumstances will we be liable for any damage where this is not permitted by the Customer, landlord, or managing agent.

3.3 In case of damage, proven to be caused by us, The Company will repair the item at its cost. If the item can not be repaired the Company will rectify the problem by crediting the Customer with the item’s present actual cash value toward a like replacement. This liability applies only once the payment for the service has been received in full.

3.4 Where the damage results in the Company needing to make an insurance claim, the age of the broken or damaged item(s) will be taken into consideration when calculating its replacement value. The Customer will be put back into the position they were in before the loss occurred.

3.5 Movement of heavy furnishings shall be carried out as much as no damage is caused to the flooring or to the furnishings.

4. End of Tenancy cleaning Terms and Conditions

4.1 For bedrooms bigger than 15 square meters and living rooms bigger than 25 square meters the price will increase.

4.2 The Customer must ensure that all personal belongings are completely moved out otherwise an additional £50 may be charged. In properties, where belongings are present our cleaning guarantee will not apply.

4.3 Rubbish or waste removal is not part of our end of tenancy cleaning service and will incur an additional charge.

4.4 If the Customer is more than 30 minutes late a late fee may apply.

4.5 The Customer is to ensure that hot running water and electricity is provided and that there are no blocked drains. An additional charge of £50 will be applied if we have to unblock drains. Should no electricity or running water be provided we are permitted to leave the property and will not be liable, under any circumstances, for any costs associated with the cleaning not being carried out.

4.6 Price quoted is based on one single fridge freezer and one single oven. Larger appliances will incur a further cost to clean.

4.7 In any case when there is more than one fridge/freezer, the cleaning operatives will clean the appliance, which is situated in the kitchen.

4.8 Price quoted is based on a single bathroom cleaning, which consists of one shower enclosure, one toilet, one sink or one bathtub, one toilet and one sink. In any case when a bathroom consists of shower cabin, bathtub, sink and a toilet, it will incur a further cost to clean.

4.9 If ladders are required to reach high areas then this must be stated at booking.

4.10 Cleaning of walls, mold on walls and ceilings, the inside of toasters, kettles and other electrical appliances is not part of our end of tenancy cleaning checklist. Wall washing needs to be added at the time of making a booking.

4.11 Cleaning of vacuum cleaners, ironing boards, curtains and other items left in storage cupboards is not part of our end of tenancy cleaning checklist.

5. Cancellations

5.1 If you cancel your cleaning appointment less than 48 hours prior to the scheduled time, we will charge you a £50 cancellation fee. Cancelling your service more than 48 hours in advance of the appointment, will incur no charges.

5.2 If you reschedule your cleaning appointment less than 48 hours prior to the scheduled time, we will charge you a £25 fee. Rescheduling your service at least 2 days in advance of the appointment, will incur no charges.

5.3 We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and well being of our operatives. If we are not made aware of this before arrival and we are unable to carry out the work as a result, the Customer will be charged a £100 non-refundable fee.

5.4 We reserve the right to refuse any cleaning job if the condition of the property is worse than the average, the revised price is not accepted by the Customer and a cancellation fee will apply.

5.5 The cleaning company reserves the right to cancel an appointment, if upon inspection we are delighted to see that the customer has given to the company incorrect or incomplete property details and a cancellation fee will apply.

5.6 The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team.

5.7 The Customer is liable for any mistakes they make in regards to incorrect bookings. If a booking dates is incorrect and the cleaners are turned away a £65 fee will be paid by the Customer.

5.8 The Customer can reschedule or cancel the appointment over the phone or by e-mail.

6. Complaints and Cleaning Guarantee

6.1 No refund claims will be considered once the cleaning service has been carried out.

6.2 All services shall be deemed to have been carried out to the Customer’s satisfaction unless written notice is received by the Company with details of the complaint within 72 hours of the work being completed. We will fully investigate any complaint and attempt to resolve it in a professional and timely manner.

6.3 The Customer agrees to allow the Company back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services or refusing to pay for the service.

6.4 The Company reserves the right to only offer one recovery clean per service.

6.5 Where access is denied for a re clean we are not liable for any costs associated with not being granted permission to re enter the property and carry out the re clean.

6.6 Our cleaning guarantee applies for 72 hours from the cleaning was completed. Any complaints after this time may not be considered.

6.7 We can not guarantee our End of Tenancy Cleaning service when people or personal possessions are still present in the property during or after the time of the cleaning.

6.8 Fridges and Freezers should be emptied and defrosted prior to our arrival and turned off so we can clean them. We will not be liable for cleaning freezers which have not been defrosted and reserve the right not to return to re clean the property for this reason alone.

6.9 We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably we will not be liable for ingrained dirt that cannot be removed using chemicals.

6.10 We can not guarantee the removal of pet odors or cigarette smoke during the cleaning and will not be liable for any deductions for this.

6.11 The guarantee for the service shall be deemed invalid when the property contains premises and other areas, which are not indicated by the client to be cleaned at the time of booking.

‘End of tenancy London’ reserves the right to make any changes to any part of these terms and conditions without giving any prior notice. Should any of the above clauses change all existing customers will be notified. Please check this website for updates.