Terms and Conditions

Last updated: September 2026

1. Introduction

These Terms and Conditions ("Terms") govern your use of the cleaning services provided by CleanCare Service 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 regular domestic cleaning, deep cleaning, end-of-tenancy cleaning, and commercial cleaning services across Sevenoaks and surrounding Kent.

2.2 Scope of Work

The specific tasks, visit duration and total cost are agreed before each booking. Any additional work not included in the original quotation will be discussed and agreed with you before proceeding.

2.3 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 Enquiries and Quotations

Submitting an enquiry via our website, telephone, or email requests a quotation. An enquiry does not confirm a booking. We will discuss your requirements and provide a free, no-obligation quotation.

3.2 Making a Booking

Your booking is confirmed separately in writing (including email) once we have discussed the work, you have accepted the quotation, and we have agreed a suitable appointment date.

3.3 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.

3.4 Key Holding

If you provide us with keys, we will store them securely and return them upon request or termination of service.

3.5 Equipment and Cleaning Materials

We provide all cleaning equipment and materials required for your service. This includes vacuum cleaners, mops, cloths, and professional cleaning products. If you have specific product preferences or allergies, please let us know and we will do our best to accommodate your requirements.

4. Pricing and Payment

4.1 Pricing

Regular domestic cleaning starts from £20.50 per cleaner-hour. Deep cleaning, end-of-tenancy cleaning and commercial cleaning are quoted individually based on property size, condition and agreed requirements.

All prices are as quoted at the time of booking. 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 at the agreed time
• Inform us of any hazards, pets, allergies, or access requirements
• Tell us about any product preferences or allergies so we can confirm arrangements
• Secure valuables, important documents, and fragile items before the cleaning visit
• Ensure someone over 18 is present or accessible during the appointment, unless key access is agreed

7. Minimum Booking and Scheduling

7.1 Minimum Booking Duration

Regular domestic cleaning has a minimum booking of 2 cleaner-hours per visit. The actual time required depends on your property size, condition and agreed tasks.

7.2 Bank Holidays

We do not operate on UK bank holidays. If your regular cleaning falls on a bank holiday, we will contact you to arrange an alternative date. No additional charges apply for rescheduled bank holiday appointments.

7.3 Rescheduling

If you need to reschedule (rather than cancel), please give us at least 48 hours notice. We will do our best to accommodate your preferred alternative date, subject to availability. Rescheduling with adequate notice does not incur cancellation charges.

8. Access and Security

8.1 Parking

Please ensure our cleaning staff can park reasonably close to your property. If paid parking is required (e.g., permit zones, car parks), please provide a visitor permit or reimburse reasonable parking costs.

8.2 Alarm Codes and Entry Systems

If your property has an alarm, entry system, or security codes, please provide clear instructions before the appointment. We will handle all access information confidentially. You are responsible for ensuring codes are current and for informing us of any changes.

8.3 Key Security

Keys entrusted to us are labelled with a code (not your address) and stored securely. We will never disclose your address in connection with stored keys. Keys are returned promptly upon request or termination of service.

9. Our Staff

9.1 Staff Vetting

All our cleaning staff are vetted, referenced, and trained before working in customers' homes. We carry out appropriate background checks to ensure the safety and security of your property.

9.2 Staff Conduct

Our staff are trained to work professionally, respect your property and privacy, and follow agreed cleaning instructions. If you have any concerns about staff conduct, please contact us immediately.

10. Pets

Please inform us if you have pets before your first appointment. On cleaning days:

• Secure pets in a safe area away from cleaning zones, or ensure they are comfortable with visitors
• Inform us of any pets that may be nervous, territorial, or require special consideration
• Ensure outdoor access is secure if pets are in the garden
• We are not responsible for pets that escape through doors opened during normal cleaning access

Our staff reserve the right to request pets be secured if they feel unsafe. Additional pet hair removal beyond normal vacuuming may require extra time.

11. Insurance and Liability

11.1 Insurance

We maintain comprehensive public liability insurance to cover accidental damage caused by our staff during their duties.

11.2 Reporting Damage

Any damage or loss must be reported to us within 24 hours of the service.

11.3 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

12. Satisfaction Guarantee

12.1 Re-Clean Guarantee

If you are not satisfied with any aspect of our cleaning, please notify us within 24 hours of the service, specifying the areas of concern. We will return to re-clean the affected areas at no additional charge, subject to the following conditions:

• The concern relates to areas included in the original booking
• The property conditions have not changed since the original clean
• We are given reasonable access to complete the re-clean

12.2 Quality Checks

We may follow up after your appointment to check you are satisfied with the service. Your feedback helps us maintain high standards. We welcome honest reviews and suggestions for improvement.

13. Service-Specific Terms

13.1 End-of-Tenancy Cleaning

End-of-tenancy cleaning is designed to prepare a property for inventory inspection or new occupants:

• Please provide any checkout checklist or inventory requirements before your appointment
• The property should be empty of personal belongings for a full end-of-tenancy clean
• If your inventory check identifies cleaning issues within 48 hours of our service, contact us and we will assess whether a re-clean is appropriate
• We cannot guarantee landlord, agent, or inventory clerk approval, as their standards may vary
• Re-cleans are subject to the property remaining in the same condition as when we completed the original clean

13.2 Commercial and Office Cleaning

Commercial cleaning arrangements include additional considerations:

• Access: We can work outside business hours if required. Please confirm access arrangements, security procedures, and any areas that are restricted
• Confidentiality: Our staff will not read, photograph, or discuss any business documents or information observed during cleaning
• Security: We will follow your security protocols, including signing in/out, wearing identification, and securing premises after completion if required
• Schedule changes: Please give at least 48 hours notice for schedule changes. Urgent out-of-hours requests are accommodated where possible

14. 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. If our staff encounter unsafe conditions, they may need to leave and reschedule the appointment.

15. Communication

15.1 How We Contact You

We will contact you via the phone number and email address you provide. Please keep your contact details up to date. We may contact you to:

• Confirm or reschedule appointments
• Discuss your cleaning requirements
• Follow up on service quality
• Notify you of changes to terms or pricing

15.2 Appointment Reminders

We may send appointment reminders by text or email. If you prefer not to receive reminders, please let us know.

16. Feedback and Reviews

16.1 Your Feedback

We welcome your honest feedback. After your service, we may invite you to leave a review on Google, our website, or other platforms. Your reviews help other customers and help us improve.

16.2 Use of Testimonials

If you provide a testimonial or review, we may use it on our website and marketing materials. We will only use your first name and general location (e.g., "Sarah, Sevenoaks") unless you give permission for more details. You can ask us to remove your testimonial at any time.

17. Referral Programme

We appreciate referrals from satisfied customers:

• If you refer a friend or family member who becomes a regular cleaning customer, you may be eligible for a referral reward
• Referral rewards are subject to availability and may change without notice
• The referred customer must complete at least two paid appointments to qualify
• Contact us for current referral programme details

18. Environmental Responsibility

We are committed to reducing our environmental impact:

• We use environmentally friendly cleaning products where effective and appropriate
• We minimise single-use plastics and packaging
• We plan efficient routes to reduce travel emissions
• If you have specific eco-friendly product preferences, please let us know

19. Gift Vouchers

If we offer gift vouchers for cleaning services:

• Vouchers are valid for 12 months from the date of purchase unless otherwise stated
• Vouchers are non-refundable and cannot be exchanged for cash
• If the service cost exceeds the voucher value, the balance must be paid at the time of booking
• If the service cost is less than the voucher value, the remaining balance can be used for future services within the validity period
• Lost or stolen vouchers cannot be replaced

20. Privacy and Data Protection

We handle your personal information in accordance with our Privacy Policy and UK data protection laws (including UK GDPR). We collect and process your data only as necessary to provide our services, communicate with you, and meet our legal obligations.

21. Complaints

If you have a complaint, please contact us at info@cleancaresevenoaks.co.uk or call 01732 495006. We take all complaints seriously and aim to:

• Acknowledge your complaint within 2 working days
• Investigate and respond within 14 working days
• Offer a fair resolution where appropriate

22. 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.

23. 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.

24. 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.

25. 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.

26. Contact Information

For questions about these Terms, please contact us:

• Company: CleanCare Service Sevenoaks
• Address: 6A Tubs Hill Parade, London Road, Sevenoaks, Kent TN13 1DH
• Email: info@cleancaresevenoaks.co.uk
• Phone: 01732 495006