Welcome to Cleaning at Home, London’s trusted choice for premium property upkeep. To ensure a seamless experience and the highest standard of service for all our clients, we have outlined our clear and straightforward company guidelines below. By booking any of our professional cleaning solutions, you agree to these terms, which help us protect both your beautiful space and our dedicated local specialists.
Welcome to Cleaning at Home, London’s trusted choice for premium property upkeep and professional cleaning solutions. To ensure a seamless, transparent experience and the highest standard of service for all our residential and commercial clients, we have outlined our clear and straightforward company guidelines below.
By booking, scheduling, or paying for any of our professional cleaning services, you agree to comply with and be bound by these terms, which help us protect both your beautiful space and our dedicated local specialists.
Please take a few moments to read through these policies carefully before confirming your appointment. If you have any questions or require further clarification regarding any section of this agreement, our customer support team is always available to assist you during regular business hours.
This document constitutes a legally binding agreement between you (the “Customer”) and Cleaning at Home (the “Company”). These Terms of Service govern all cleaning packages, one-off visits, regular domestic upkeep, deep cleans, commercial solutions, and specialized end-of-tenancy services provided across all London boroughs. We reserve the right to update or amend these terms at any time without prior notice, and your continued use of our services signifies your acceptance of any modifications.
To secure your preferred date and time slot with our vetted professionals, a security deposit is strictly required and must be paid at the time of reservation. Your booking is not officially confirmed until this payment has been processed successfully. The remaining balance for the service must be settled promptly after the completion of the cleaning session, using our secure cashless payment options.
We understand that plans can change unexpectedly. Customers may cancel or reschedule their appointment free of charge up to 24 hours prior to the scheduled start time. However, because our cleaners clear their schedules and travel specifically to your location, any cancellation or rescheduling request made within the 24-hour window will result in the immediate forfeiture of your deposit, which will be retained by the company to cover operational losses and staff compensation.
The customer is fully responsible for ensuring that our cleaning team can gain unhindered access to the designated property at the exact scheduled time. This includes providing keys, access codes, or ensuring that someone is present to open the doors. Furthermore, the property must be in a condition that allows cleaning to take place safely and effectively, meaning basic utilities must be fully operational.
It is a strict requirement that the property has fully functioning electricity and a constant supply of running hot and cold water. Our specialized equipment and cleaning products rely on these basic utilities to achieve our high standards. If our team arrives and cannot gain access to the premises within 20 minutes, or if vital electricity and water supplies are unavailable, the job will be cancelled. In such cases, a lockout fee equivalent to the full deposit will apply to cover our travel and scheduling costs.
The safety and physical well-being of our cleaning professionals is our absolute priority, and for operational reasons, our staff are strictly instructed not to undertake certain hazardous tasks. We specialize in interior domestic and commercial care; therefore, we do not clean exterior windows, roofs, gutters, or any external surfaces that require climbing high ladders or operating outside the secure boundaries of the property.
Additionally, our cleaners are strictly prohibited from moving heavy furniture, large household appliances, or any individual items weighing over 20kg. If you require areas behind heavy wardrobes, sofas, or refrigerators to be thoroughly cleaned, you must move these items prior to our arrival. Our staff will also not handle hazardous biological materials, animal waste, or heavy mould infestations that require specialist biohazard remediation equipment.
At Cleaning at Home, we treat your property with the utmost care, respect, and attention to detail. To give you complete peace of mind, our business is fully backed by a comprehensive Public Liability Insurance policy with coverage up to £10 million. This insurance protects your home or office against significant accidental damage directly caused by the proven negligence of our staff during the performance of their duties.
In the rare and unfortunate event that any damage occurs, it must be officially reported to our customer service team along with detailed photographic evidence within 24 hours of the service completion. We cannot accept liability for any damages reported after this 24-hour window. Furthermore, our insurance does not cover pre-existing damage, standard wear and tear of older fixtures, poorly installed fittings, or unsecured luxury items of high sentimental or financial value that should have been safely stored away.
We pride ourselves on delivering exceptional results, and customer satisfaction is at the core of everything we do. If you feel that any aspect of our cleaning service has not met your expectations, or if our team missed specific areas outlined in your package, please contact us within 24 hours of the job completion so we can address your concerns immediately.
Our management team will thoroughly investigate the issue based on your feedback and the initial job specifications. If the complaint is verified, we will offer a follow-up re-clean of the disputed areas at a heavily discounted rate, scheduled at a time that suits your routine. Please note that because cleaning is a service based on labour and time already expended, we strictly do not issue monetary refunds under any circumstances. Our resolution process is designed to correct quality issues through discounted corrective action.
