TERMS & CONDITIONS

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1. Scope of Services

1.1. Cleaning Etiquette provides residential and commercial cleaning services, including general cleaning, deep cleaning, end-of-tenancy cleaning, and specialised biohazard cleaning.

1.2. We do not clean external windows or external areas unless explicitly agreed upon before the clean.

1.3. Our cleaners use only a two-step step ladder. Any cleaning beyond this height is not covered by our insurance.

1.4. Biohazardous waste, including bodily fluids, blood, urine, faeces, animal waste, rodent droppings, fleas, bedbugs, and similar contaminants, will only be handled by biohazard-trained specialists. If such materials are discovered, the affected area will be left uncleaned, and the client will be notified. They will then have the option to have a specialised cleaner attend to clean the area, or the area can be left untouched.

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2. Payment Terms

2.1. General Cleans & First-Time Cleans: Payment for the first general clean is due upon arrival of the cleaner. All following payments must be made the evening prior to the scheduled cleaning. If payment is not received the evening before, the booking will be automatically cancelled.

2.2. Regular Cleans: Clients are encouraged to set up a standing order to ensure seamless service. If a cleaner is unable to attend, the client may opt for an immediate refund or keep the credit for future use.

2.3. Deep Cleans & End-of-Tenancy Cleans: A 40% non-refundable deposit is required upon booking. The remaining 60% balance is due upon the cleaner’s arrival before work begins.

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3. Cancellations & Refunds

3.1. Cancellations must be made at least 24 hours in advance to avoid charges.

3.2. Late cancellations (less than 24 hours) will be charged in full, with no refunds.

3.3. If a client is not home or refuses access once the cleaner has arrived, the full payment is due.

3.4. If payment is refused, Cleaning Etiquette reserves the right to pursue the funds through Small Claims Court.

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4. Damage & Liability

4.1. Breakages: If a breakage occurs and Cleaning Etiquette is at fault, we will replace the item like for like. Monetary compensation will not be issued.

4.2. Client Responsibilities: Clients must take precautions by locking away valuables, money, and other important items before the cleaner arrives.

4.3. Pets: All pets should be kept in a separate room from the cleaners where possible. If this is not possible, the client must inform us in advance so that alternative arrangements can be discussed.

4.4. Furniture Moving: Our cleaners are unable to move large or heavy furniture due to health and safety reasons. If a client requires cleaning in areas covered by large furniture, the items must be moved prior to the cleaner’s arrival, and the client will need to return them to their original position afterwards.

4.5. Cleaning vs Tidying: Our cleaners are here to clean, not to tidy. A small amount of tidying may be done if necessary, but clients should ensure that excessive mess, including washing up, is kept to a minimum so that cleaners can focus on providing a high-quality cleaning service.

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5. Communication Policy

5.1. Cleaners and clients are not permitted to exchange personal contact details, including phone numbers or email addresses.

5.2. All communication must go through Cleaning Etiquette’s official channels, either via phone, email, or our booking system.

5.3. Direct communication or unauthorised arrangements between cleaners and clients may result in service termination and legal action if necessary.

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6. Photography & Social Media

6.1. Cleaning Etiquette may take before and after photos of properties for internal records, training purposes, and marketing materials.

6.2. Photos may be used on our social media platforms and website to showcase our work.

6.3. We will never share any personal information, including family photos, locations, or identifiable details.

6.4. If a client wishes to opt out of photography, they must inform us in writing before the cleaning service takes place.

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7. Staff Protection & Non-Solicitation

7.1. Our cleaners must be treated with respect and dignity. Any inappropriate behaviour may result in immediate service termination, and where a party is not cooperative, we will contact the local RAC (Relevant Authorities & Compliance body) and take legal action if required.

7.2. Clients are prohibited from directly contacting or hiring our staff for private work for a minimum of 12 months after using Cleaning Etiquette’s services.

7.3. Legal Action: If a client hires our staff directly, we reserve the right to take legal action.

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8. Referral Scheme

8.1. Cleaning Etiquette offers a referral scheme for clients who recommend our services through word of mouth or other referrals.

8.2. If a referred client successfully books and completes a cleaning service, the referrer will receive a 20% discount on their next clean.

8.3. Discounts apply to one clean per referral and cannot be combined with other offers.

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9. Complaints & Service Satisfaction

9.1. Complaints must be submitted within 24 hours of the clean, accompanied by photographic evidence.

9.2. If the complaint is valid, we will offer a free re-clean of the affected areas. Refunds will not be issued unless at the manager's discretion.

9.3. Any complaints made after 24 hours will not be investigated.

9.4. Cleaning Etiquette reserves the right to refuse future services to any client with unreasonable or repetitive complaints.

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10. Privacy & Data Protection

10.1. Client data is securely stored and used only for scheduling, communication, and internal records.

10.2. We do not share client details with third parties.

10.3. If security cameras or smart home devices are present, clients must inform us beforehand to ensure privacy compliance.

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11. Keys & Security

11.1. Key Handling: We recommend clients use a key safe to avoid misplaced keys.

11.2. Lost Keys & Lock Replacements: While our cleaners take every precaution, Cleaning Etiquette is not liable for unauthorised lost keys or the cost of lock replacements.

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12. Public Holidays & Weekend Surcharges

12.1. Cleaning services booked on public holidays or weekends may incur additional charges. These will be discussed and agreed upon before confirmation of the booking.

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13. Agreement to Terms

By booking a service with Cleaning Etiquette, the client agrees to these Terms & Conditions. Failure to comply with any of the above policies may result in service termination without refund.