Terms & Conditions
1. Payment & Pricing
Payment is due upon completion of the cleaning service unless otherwise agreed in advance. Some bookings may require a deposit to secure the appointment, which will be confirmed at the time of booking. Deposits are non-refundable for cancellations made within 24 hours of the scheduled service. We accept cash payments in person as well as other agreed methods, and kindly request that the correct amount is available if paying by cash. Any changes to the agreed scope of work may affect the final price and will be communicated where possible before proceeding. Outstanding balances may prevent future bookings until settled.
2. Rescheduling & Cancellations
Clients may cancel or reschedule bookings at any time up to 24 hours before the scheduled service with no charge. Cancellations made within 24 hours, or after arrival/assessment, will result in any deposit remaining non-refundable. We reserve the right to charge a call-out fee in cases where services are cancelled at the time of the visit. Rescheduling within 24 hours may be treated as a late cancellation, depending on availability.
3. Liability & Insurance
The Clean Club Co. is fully insured. While we treat every home with the highest level of care, accidents can occur. Please report any suspected damage or breakages within 24 hours. We cannot accept liability for items that were already damaged, unstable, or improperly secured (e.g. loose mirrors or wall-mounted TVs). The safety of our team and clients is a top priority. Clients are responsible for ensuring that spaces are safe, accessible, and free from hazards prior to our arrival, and for informing us of any risks, including areas requiring special care. All pets must be securely contained or kept separate during the cleaning. We reserve the right to refuse or discontinue service if any safety concerns arise.
While we take great care in our work, any damages must be reported within 24 hours for fair resolution. We are not liable for damage resulting from pre-existing conditions, normal wear and tear, or unstable/improperly secured items. Clients are responsible for providing safe and secure access, and we reserve the right to decline or pause services if conditions do not meet reasonable safety standards.
4. Access & Security
It is your responsibility to ensure our team has access to your property at the agreed time. This can be via a key safe, neighbour, or by being home to greet us. We treat your keys and alarm codes with the utmost security; keys are held in a secure, double-locked safe when not in use and are never labelled with your full address.
5. Pets & Safety
We love pets, but for safety reasons, please ensure they are secured during our visit. Please notify us in advance of any special requirements or fragile items that need extra care.
6. Scope Changes
We understand that circumstances may change, and clients are under no obligation to proceed if the revised price or scope of work is not acceptable. However, any deposit paid remains non-refundable in such cases, and call-out fees may apply. If the scope changes on-site, we will pause the service and communicate any updated pricing or duration before continuing. Payment for any variations may be required in advance.
7. Satisfaction Guarantee
We strive for perfection. If any part of our service does not meet our premium standard, please contact us within 24 hours. We will arrange to return and re-clean the specific area at no additional cost, if required. Please note that we do not offer monetary refunds; our commitment is to rectify any issues to your complete satisfaction.
8. Special Circumstances
Special circumstances - such as new parents, clients with mobility or health challenges, or individuals managing mental health issues - are always treated with discretion and care. We strive to provide a service that accommodates these needs wherever possible
9. Waitlist Policy
If your preferred appointment time is unavailable, you may request to be added to our waitlist. Placement on the waitlist does not guarantee a booking and is offered on a first-come, first-served basis. We will contact you if a slot becomes available, and if we do not receive a response within a reasonable timeframe, the slot may be offered to the next client. Waitlisted bookings are only confirmed once you receive confirmation from us and any required deposit has been paid.
10. Pricing & Duration Disclaimer
All prices and time estimates provided are indicative and based on the information supplied, as well as what is considered a standard clean. We reserve the right to adjust pricing and/or duration following on-site assessment or during the service if the actual condition, size, or scope of work differs from what was initially described. We will inform you of any changes and will only proceed once you have agreed to the revised terms. Additional costs for variations may be required to be paid in advance. To help ensure accurate pricing, we strongly encourage clients to provide photos or videos at the time of booking, particularly if the space may require more than a standard clean. Where such information is provided, we will review it and reach out before your appointment to confirm whether any adjustments may be required. For more information, please see our FAQs or contact us directly.
11. General Terms
By booking a service with The Clean Club Co., you agree to these terms. We reserve the right to decline or suspend services if the working environment is deemed unsafe or if our staff are treated with anything less than respect. We aim to provide accurate pricing and timing, but estimates may vary due to property conditions and client requirements. Communication in advance (including photos or videos) helps reduce unexpected changes and ensures a smoother service experience. All personal data is handled in strict accordance with the UK GDPR and our Privacy Policy.