Terms & Conditions

Last updated: 16 April 2026

1. About Us

These Terms apply to all cleaning services supplied by CLEANLYCO LIMITED.

By making a booking, you agree to these Terms.

2. Quotes and Bookings

• Quotes are based on the information provided by the customer.

• We reserve the right to amend a quote if the size, condition or requirements of the property differ materially from what was originally described.

• A booking is only confirmed once we have accepted it.

• Cleaning sessions are booked for a set amount of time, not for a guaranteed list of tasks.

• We will prioritise the most important areas first. If time runs out, any remaining tasks may be completed during a future visit.

3. Access to the Property

• Customers must ensure we have safe and clear access to the property at the agreed time.

• If you will not be home during the clean, keys, entry codes or access instructions must be provided in advance.

• Failure to provide access may result in the appointment being shortened, cancelled or treated as a no-show.

4. Scope of Work

• CLEANLYCO provides general domestic cleaning services as agreed at the time of booking.

• Tasks outside the agreed scope are not included unless agreed in advance. This includes, for example, heavy lifting, exterior window cleaning, biohazard cleaning, hoarding, post-construction cleaning, active infestations, and specialist restoration work.

• Additional requests made on the day may not always be possible and may incur an additional charge.

• We reserve the right to refuse any task that is unsafe, unhygienic or outside the scope of normal household cleaning.

5. Health & Safety

• We cannot clean properties with active infestations, including fleas, bed bugs or similar, until the issue has been resolved.

• Customers must tell us in advance about any hazards, including unsafe flooring, broken fixtures, sharp objects, aggressive pets or animals, or any other risks.

• Customers must ensure water, electricity and any required utilities are available during the appointment.

• We may stop or discontinue a service if conditions are unsafe.

6. Pets

• Pets must be secured or well behaved during the clean.

• If a pet presents a safety concern, we may suspend or discontinue the service.

7. Equipment and Cleaning Products

• CLEANLYCO supplies standard cleaning products as part of the service.

• Customers are asked to provide basic equipment including a working vacuum cleaner, mop, bucket and toilet brush.

• All customer-provided equipment must be safe and in working order.

• We are not responsible for any damage caused by faulty or unsuitable equipment supplied by the customer.

8. Payment

• Prices and payment terms will be agreed at the time of booking.

• Payment is due on the date stated in the booking confirmation or invoice.

• We may require payment in advance for certain bookings.

• Late payment may result in future services being paused or cancelled.

9. Cancellations, Rescheduling and No-Shows

• We ask for at least 24 hours’ notice for cancellations or rescheduling.

• Changes or cancellations with less than 24 hours’ notice may be charged 50% of the booking value.

• No-shows, or situations where we are unable to access the property, may be charged 100% of the booking value.

• We will always try to be fair and reasonable where there is a genuine emergency.

10. Complaints and Satisfaction Guarantee

• If you are unhappy with any part of the service, please contact us within 24 hours.

• We will make reasonable efforts to resolve the issue, which may include returning to rectify the affected area.

• We are not obliged to offer a refund where we have not first been given the opportunity to address the issue.

11. Respectful Behaviour

• CLEANLYCO operates on the basis of mutual respect.

• Abusive, threatening, discriminatory or inappropriate behaviour towards our staff will not be tolerated.

• We reserve the right to cancel or end a service immediately where such behaviour occurs.

12. Liability

• We are responsible for loss or damage caused directly by our negligence.

• We are not liable for:

  • pre-existing damage;

  • wear and tear;

  • damage caused by faulty fixtures, fittings or customer-supplied equipment;

  • damage arising because information provided by the customer was inaccurate or incomplete;

  • items not secured or put away before the appointment.

• Customers should secure valuables, cash, jewellery and fragile items before the appointment.

• Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

13. Force Majeure

We are not liable for any delay, cancellation or failure to provide services where this is caused by events outside our reasonable control, including severe weather, illness, transport disruption, power failure, flooding, fire or other emergencies.

14. Governing Law

These Terms are governed by the laws of England and Wales.