Professional Cleaning Services in London
  • Mon–Fri 8:00 AM–5:00 PM
Book Now

Terms & Conditions

Home / Terms & Conditions

Our Terms & Conditions

Terms & Conditions

Services

  • We provide cleaning services including (but not limited to) domestic cleaning, commercial cleaning, deep cleans, end of tenancy cleans, and one-off cleans, as agreed at the time of booking.
  • Any service scope, checklist, or special requests must be agreed in writing (email/WhatsApp accepted) before the appointment.

Quotes, Pricing & VAT

  • Quotes are based on the information you provide. If the property condition, size, access, or scope differs on arrival, we may revise the price or time required.
  • Unless stated otherwise, prices are [inclusive/exclusive] of VAT.
  • Additional services (e.g., oven, fridge, windows, carpet/ upholstery, mould treatment) may incur extra charges.

Bookings & Confirmation

  • Bookings are confirmed once we confirm the date/time and you accept the quote (and, if applicable, pay a deposit).
  • We may request photos/videos to confirm scope for deep cleans or end-of-tenancy cleans.

Payment Terms

– Payment methods: [bank transfer / card / cash / invoice].
– Unless agreed otherwise:

  • One-off cleans / end-of-tenancy / deep cleans: payment due [before / on completion / within 24 hours].

  • Regular cleans: payment due [weekly/fortnightly/monthly] as agreed.
    – Late payments may result in suspension of services and/or a reasonable late fee and recovery costs where permitted by law.

Deposits

  • For certain jobs we may require a deposit (e.g., deep clean or end-of-tenancy). Deposits are non-refundable if you cancel within the cancellation window, unless we agree otherwise in writing.

Cancellations & Rescheduling

– You may cancel or reschedule by notifying us in writing (email/WhatsApp).
– Cancellation fees:

  • Cancel/reschedule with 48+ hours notice: no fee.

  • Cancel/reschedule with 24–48 hours notice: [e.g., 50% of booking].

  • Cancel/reschedule with less than 24 hours notice or no access on arrival: [e.g., 100% of booking / minimum call-out fee £X].
    – We may cancel or reschedule due to staff illness, emergencies, severe weather, or events outside our control. We will offer the next available appointment.

Access to the Property

  • You must provide safe and timely access at the agreed time.
  • If you provide keys, entry codes, or alarm details, you do so at your own risk. We will take reasonable care but cannot be liable for losses caused by incorrect codes, faulty locks, or third-party access.
  • If access is not possible within [15] minutes of arrival, it may be treated as a late cancellation.

Customer Responsibilities

You agree to:

  • Provide accurate information about the property and required scope.

  • Ensure utilities (electricity, water, heating if needed) are available.

  • Secure valuables, fragile items, and important documents.

  • Inform us in advance of any hazards (e.g., mould, sharps, biohazards, pest infestation, unsafe floors, aggressive pets).

  • Provide parking permits or pay for parking/ULEZ/congestion charges where applicable (if agreed).

Cleaning Products & Equipment

  • We may use our own products/equipment unless agreed otherwise.
  • If you request us to use your products, you accept responsibility for suitability and any reactions/damage caused by those products.
  • We can use eco-friendly products upon request, which may affect results on heavy soiling.

Health, Safety & Refusal of Service

  • We reserve the right to refuse or stop work if conditions are unsafe, unlawful, or present a health risk (e.g., hazardous waste, needles/sharps, strong chemical exposure, aggressive behaviour, uncontrolled pets).
  • If we stop work due to unsafe conditions, the booking may be charged in full or pro-rata plus call-out time, depending on circumstances.

Results & Limitations

  • Cleaning is not restoration. Some stains, limescale, mould staining, permanent discolouration, burnt-on grease, and wear-and-tear may not be fully removable.
  • We do not guarantee the removal of pre-existing stains, damage, or odours.

Damage & Breakages

  • We will take reasonable care. If we cause damage, you must notify us within 48 hours of the service with photos and details.
  • Our liability is limited to repair or replacement (at our discretion) of the affected item, considering wear-and-tear and depreciated value.
  • We are not liable for:

  • Pre-existing damage or poor/fragile fittings (e.g., loose tiles, flaking paint, damaged sealant).

  • Damage due to faulty installation, low-quality materials, or normal wear.

  • Items not reasonably accessible or not disclosed as fragile/special care.

Satisfaction & Complaints

  • If you are not satisfied, please contact us within 24 hours of the service with specific areas/issues and photos.
  • Where appropriate, we may offer a free re-clean of the relevant area, provided:

  • We are notified within the timeframe; and

  • No third party has cleaned/tampered with the area after our service.

  • Refunds are at our discretion and generally limited to the portion of the service not delivered.

End of Tenancy / Landlord & Agent Cleans

  • End-of-tenancy cleans are carried out to our checklist and the scope agreed.
  • We do not guarantee your deposit return, as landlords/agents apply their own standards and may consider factors beyond cleaning (maintenance, damage, wear).
  • If an agent requests additional work beyond the agreed scope, it will be treated as a new job and quoted separately.

Regular Cleaning & Skipped Visits

  • For regular clients, if a scheduled visit is skipped due to your request, access issues, or cancellations within the notice window, charges may apply.
  • We may periodically adjust pricing due to inflation, wages, or changes in scope, with reasonable notice.

Privacy & Data Protection (UK GDPR)

  • We may collect personal data to manage bookings, provide services, and issue invoices.
  • We process data in line with UK data protection laws. You can request access, correction, or deletion of your personal data where applicable.
  • We will not sell your personal data. We may share data with service providers (e.g., payment processors) only as needed to deliver our services.

Photography

  • We may take before/after photos for quality control. We will not publish identifiable images without your permission.
  • You may opt out of photos by notifying us before the appointment.

Force Majeure

We are not liable for delays or failure to perform due to events outside our reasonable control (e.g., extreme weather, accidents, power outages, strikes, public health emergencies).

Termination

  • We may refuse future bookings or terminate services if there is non-payment, abusive behaviour, unsafe conditions, or repeated cancellations.
  • You may terminate ongoing services with [X days] notice (for regular cleans), subject to outstanding invoices.

Website Use

Content on enriquezcleaning.co.uk is for general information. We do not guarantee it is always accurate or up to date. Unauthorised use of our branding or content is prohibited.

Governing Law & Jurisdiction

These Terms are governed by the laws of England and Wales, and disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.