Last updated: January 2026
1. Introduction
These Terms and Conditions ("Terms") govern your use of the cleaning services provided by CleanCare Sevenoaks ("we", "us", "our", or "the Company"). By booking our services, you ("the Customer", "you", "your") agree to be bound by these Terms.
2. Services
2.1 Service Description
We provide domestic and commercial cleaning services as described on our website. The specific services to be provided will be agreed upon at the time of booking.
2.2 Limitations
Our cleaning services do not include:
- Tasks requiring specialist equipment not specified in the booking
- Cleaning at heights requiring ladders over 3 steps
- Moving heavy furniture
- Cleaning biological hazards, pest infestations, or hazardous materials
- External window cleaning above ground floor (unless specifically booked)
3. Bookings and Scheduling
3.1 Making a Booking
Bookings can be made via our website, telephone, or email. A booking is confirmed once we have acknowledged it in writing (including email).
3.2 Access to Property
You must ensure we have access to your property at the agreed time. If access cannot be provided, the cancellation policy will apply.
3.3 Key Holding
If you provide us with keys, we will store them securely and return them upon request or termination of service.
4. Pricing and Payment
4.1 Pricing
Prices are as quoted and include VAT at the applicable rate. We reserve the right to adjust prices with 30 days written notice for regular cleaning customers.
4.2 Payment Terms
- Regular Cleaning: Invoiced weekly or monthly in arrears. Payment due within 7 days.
- One-Off Services: Payment is due on completion unless otherwise agreed.
4.3 Payment Methods
We accept the following payment methods:
- Bank transfer (BACS)
- Standing order (for regular customers)
- Cash (by prior arrangement only)
4.4 Late Payment
If payment is not received within 14 days of the due date, we reserve the right to suspend services until the account is settled. We may also charge interest on overdue amounts at 4% above the Bank of England base rate.
5. Cancellation Policy
5.1 Cancellation by Customer
- More than 48 hours notice: No charge
- 24-48 hours notice: 50% of service cost may be charged
- Less than 24 hours notice: Full service cost may be charged
5.2 Termination of Regular Service
Either party may terminate regular cleaning arrangements with 14 days written notice.
6. Customer Responsibilities
You agree to:
- Provide accurate information about your property and requirements
- Ensure safe access to your property
- Inform us of any hazards, pets, or access requirements
- Provide a working vacuum cleaner and mop (unless otherwise agreed)
- Secure valuables, important documents, and fragile items
7. Insurance and Liability
7.1 Insurance
We maintain comprehensive public liability insurance to cover accidental damage caused by our staff during their duties.
7.2 Reporting Damage
Any damage or loss must be reported to us within 24 hours of the service.
7.3 Limitations of Liability
We are not liable for:
- Pre-existing damage or wear and tear
- Damage to items not disclosed as fragile or valuable
- Indirect or consequential losses
8. Satisfaction Guarantee
If you are not satisfied with any aspect of our cleaning, please notify us within 24 hours and we will return to re-clean the affected areas at no additional charge.
9. Health and Safety
You must ensure your property is safe for our staff to work in. Please inform us of any hazards including structural issues, pest infestations, aggressive pets, or any contagious illness.
10. Privacy
We handle your personal information in accordance with our Privacy Policy.
11. Complaints
If you have a complaint, please contact us at info@cleancaresevenoaks.co.uk or call 01732 495006. We aim to resolve complaints within 14 working days.
12. Non-Solicitation of Staff
You agree not to directly employ or engage any of our cleaning staff for a period of 12 months following their last service at your property. If you wish to employ one of our cleaners, a referral fee equal to 3 months of regular service charges will apply.
13. Changes to Terms
We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to our website. For regular customers, we will provide 30 days notice of any material changes. Continued use of our services after changes constitutes acceptance of the updated Terms.
14. Force Majeure
We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to severe weather, pandemic, strike action, or transport disruption.
15. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
16. Contact Information
For questions about these Terms, please contact us:
- Company: CleanCare Sevenoaks
- Address: 6 Tubs Hill Parade, London Road, Sevenoaks, Kent TN13 1DH
- Email: info@cleancaresevenoaks.co.uk
- Phone: 01732 495006