Terms and Conditions for End of Tenancy House Cleaning
These Terms and Conditions set out the basis on which our end of tenancy house cleaning services are provided in the United Kingdom. By making a booking, the client agrees to these terms, which are designed to create a clear understanding of what is included, what is excluded, and how each party’s responsibilities are managed. These conditions apply to all tenancy cleaning services supplied to residential properties, including flats, houses, studios, shared accommodation, and similar premises, unless a separate written agreement states otherwise.
The purpose of our move-out cleaning service is to deliver a thorough professional clean at the end of a tenancy, subject to the condition of the property, the time booked, and the agreed scope of work. The service is not a deep restoration, building clean, or repair service. It is the client’s responsibility to ensure that the property is reasonably ready for cleaning, with access available and utilities functioning where required. These terms should be read carefully before booking, as they explain the legal framework under which the tenancy end clean is supplied.
Nothing in these terms affects any rights that cannot legally be excluded under UK consumer law. If any provision is found to be invalid or unenforceable, the remainder will continue in full force. References to “we”, “us”, and “our” mean the cleaning service provider. References to “you” and “your” mean the client, tenant, landlord, letting agent, or authorised representative who arranges the booking.
1. Booking Process
Bookings for end of tenancy cleaning are accepted subject to availability and confirmation. A booking request may be made by any method offered by us, but no booking is confirmed until we have acknowledged the requested service, the address, the date, the expected property size or scope, and any other relevant details. We may ask for photographs, room counts, inventory details, or additional information to assess the expected workload and the appropriate team size. Providing accurate information is essential, as the quotation and service planning will be based on the details supplied by you.
Once a booking is accepted, we will confirm the scheduled date, estimated arrival window, and the service scope. The client must check the confirmation carefully and notify us promptly of any errors. We reserve the right to decline, amend, or reschedule a booking where the information supplied is incomplete, misleading, or materially different from the actual condition of the property. Our move-out house cleaning service is usually arranged for properties that are empty or nearly empty; if furniture, appliances, or fixtures remain on site, this must be disclosed at the time of booking.
The client must ensure that the property is accessible at the agreed time. This includes providing keys, entry codes, alarm instructions, parking details, and any building access requirements. If the team cannot gain access, or access is significantly delayed, waiting time may be charged and the service may be shortened, rescheduled, or deemed cancelled. We are not responsible for missed appointments caused by incorrect access details, unavailable keys, or failure of third parties such as concierge staff, landlords, or agents to provide entry.
2. Scope of the Service
Our end of tenancy house cleaning service is intended to clean the interior of the property to a professional standard using standard cleaning equipment and materials unless otherwise agreed. The exact scope may include general kitchen, bathroom, bedroom, living area, and hallway cleaning; wiping of accessible surfaces; removal of ordinary dirt and grease; sanitising of key touchpoints; and attention to fixtures and fittings. The service may also include internal windows, appliance exteriors, skirting boards, and other agreed items, depending on the package selected and the condition of the property.
Unless specifically stated in writing, the service does not include gardening, pest control, upholstery cleaning, carpet shampooing, mould remediation, biohazard cleaning, loft or garage clearance, wall washing, painting, repair work, specialist stone restoration, or any task requiring trade qualifications. Heavy scale, severe staining, or ingrained damage may require additional time or specialist treatment and may not be fully removable. The client acknowledges that a tenancy cleaning service is a cleaning service only and is not a guarantee against deductions from a deposit or against landlord or agent dissatisfaction.
The client is responsible for ensuring that all personal belongings are removed before the service begins, unless a separate arrangement has been agreed. Items left in cupboards, drawers, wardrobes, or storage areas may prevent a full clean. Where premises are excessively cluttered, unsafe, or unsuitable for cleaning, we may suspend the work, charge for additional time, or revise the service scope. If utilities such as water or electricity are unavailable and are necessary for the clean, we may be unable to complete the work as intended.
3. Payments and Charges
Prices for end of tenancy cleaning are generally based on the size of the property, number of rooms, condition, level of soiling, access, and any optional extras selected. Any quotation given before inspection is an estimate based on the information supplied, and the final price may change if the actual condition or specification differs materially. Additional fees may apply for excess dirt, pet hair, smoke residue, limescale, grease build-up, difficult access, waiting time, parking charges, congestion-related restrictions, or urgent same-day bookings where available.
Payment terms will be confirmed at the time of booking. Unless otherwise agreed, payment is due in full by the method and deadline stated on the invoice or booking confirmation. We may require a deposit, pre-authorisation, or full advance payment to secure the appointment. If payment is not received on time, we reserve the right to cancel or postpone the service. Where payment is made by a business client, company account, letting agent, or landlord, the person making the booking remains responsible for ensuring that payment is completed in full.
Any dispute over an invoice must be raised promptly and in good faith. Undisputed amounts remain payable by the due date. If an additional charge becomes necessary after the service has started, we will normally seek approval from the client or their representative before continuing where practicable. We may invoice for extra time or supplementary work required to complete the tenancy move-out clean to the agreed standard within the limits of the original scope.
4. Cancellations, Rescheduling, and Access Issues
The client may cancel or reschedule a booking by giving reasonable notice. Cancellations made with sufficient notice may be eligible for a refund or credit, depending on the timing, payment status, and any non-recoverable costs already incurred. Short-notice cancellations may attract a fee to cover reserved labour, travel, and administrative costs. The precise cancellation charges, if any, will be set out in the booking confirmation or invoice, and by agreeing to the booking the client accepts those terms.
If we need to cancel or reschedule due to illness, safety concerns, severe weather, staff unavailability, equipment failure, or other circumstances beyond our control, we will make reasonable efforts to offer an alternative appointment. Where a service cannot be performed, our liability is limited to refunding the amount paid for the unperformed portion, unless otherwise required by law. We will not be responsible for indirect losses, loss of time, missed move-out deadlines, or consequential expenses caused by a cancellation that is outside our reasonable control.
If access is not provided, or the property is not ready for cleaning at the agreed time, we may consider the appointment cancelled by the client. In such cases, a call-out fee, waiting fee, or partial charge may apply. The client should make sure all agreed arrangements are in place before the team arrives. If the service is delayed because of keys, security checks, parking restrictions, locked rooms, ongoing removals, or third-party interference, we may reduce the scope of the work or return at a later time subject to availability and additional charges.
5. Liability and Service Standards
We will carry out the house end of tenancy cleaning with reasonable care and skill, using trained personnel and suitable products. However, the client accepts that some marks, staining, discolouration, or wear may not be removable without risk of damage. Our liability for loss or damage caused by negligence will be limited to the amount paid or payable for the specific service, except where the law requires otherwise. Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, or any other matter that cannot legally be excluded under UK law.
The client must inform us in advance of any delicate, antique, fragile, loose, or defective items, surfaces, or fittings. We are not responsible for damage caused by pre-existing faults, poor workmanship, unsuitable materials, hidden defects, or items that are not reasonably fit for cleaning. Where the client asks us to clean fragile surfaces or move items that may be damaged, we may refuse the request or proceed only at the client’s risk. We are not liable for damage caused by items left unsecured, improperly installed, or already in a weakened condition.
If the client believes that part of the service has not been completed properly, they must notify us within a reasonable time after the job is completed and before the property is re-occupied, redecorated, or altered. We may, at our discretion, inspect the issue and return to remedy a genuinely missed item within the agreed scope. This remedial opportunity is offered without admission of liability and is subject to access, safety, and the original service specification. The client agrees that no third party may alter the cleaned areas before any inspection or remedy visit.
Our move-out cleaning service is designed to support end-of-tenancy handovers, but it does not amount to a guarantee that a landlord, letting agent, inventory clerk, or deposit scheme will accept the property as satisfactory. Acceptance standards may vary and may depend on separate tenancy agreements, inventory reports, and the property’s condition before cleaning. We do not accept responsibility for deductions arising from pre-existing damage, missed repairs, or items outside the scope of cleaning.
6. Waste Regulations and Disposal
The client is responsible for removing and lawfully disposing of all unwanted household items, rubbish, personal effects, furniture, food waste, and hazardous materials before or during the service, unless we have expressly agreed in writing to handle specific waste. We will not collect, transport, or dispose of controlled waste, clinical waste, sharp objects, chemicals, asbestos, paint, gas cylinders, batteries, electrical items, or any item regulated under environmental or waste legislation unless we are lawfully authorised and specifically contracted to do so. This is an important condition for any tenancy end clean.
Where waste is discovered during the service, we may leave it in place, stop work in the affected area, or request that the client arranges prompt removal. The client must ensure compliance with all applicable waste disposal rules, including any requirements for bins, recycling, and special waste streams. If we incur costs, delays, or penalties due to waste left on site or inaccurate information about disposal needs, those costs may be passed on to the client to the extent permitted by law. We will always act in line with the law and our own safety procedures.
The client must not ask our team to dispose of items in a way that would breach waste duty of care obligations or any local authority rules. We are entitled to refuse any waste-related instruction that appears unsafe, unlawful, or outside our operational permit or insurance cover. Any optional waste removal service, if offered, will be governed by a separate agreement and may carry additional charges and conditions. The cleaning service is independent of waste clearance unless expressly stated otherwise in writing.
7. Complaints, Force Majeure, and General Terms
Any complaint should be raised promptly so it can be assessed fairly. We may request photographs, access to the property, or other evidence to determine whether an issue falls within the service scope. We reserve the right to refuse complaint claims where the property has been re-occupied, altered, repaired, or cleaned by another party after our service. Any goodwill remedy is offered at our sole discretion and does not create a precedent for future bookings.
We will not be liable for failure or delay in performing the service caused by events outside our reasonable control, including but not limited to severe weather, fire, flood, industrial action, accident, transport disruption, power failure, government restrictions, or emergency situations. In such cases, performance may be suspended, rescheduled, or cancelled without liability except for services already delivered. If part of the work has been completed, a fair charge may still apply for that portion.
We may update these Terms and Conditions from time to time. The version in force at the time of booking will apply to that booking unless a change is required by law. No variation is binding unless agreed by us in writing. If we choose not to enforce any provision at any time, that does not mean we waive our right to enforce it later. These terms, together with the booking confirmation and any written quotation, form the entire agreement relating to the end of tenancy house cleaning service.
8. Governing Law
The contract for our tenancy cleaning services and any dispute or claim arising from it shall be governed by the laws of England and Wales, unless the parties have expressly agreed otherwise in writing or another legal system applies by mandatory law. The courts of England and Wales shall have non-exclusive jurisdiction over any dispute, subject always to any rights available to consumers under applicable law.
By confirming a booking, the client acknowledges that they have read, understood, and agreed to these Terms and Conditions for end of tenancy house cleaning. These terms are intended to be fair, transparent, and consistent with standard UK service expectations, while allowing the service to be delivered efficiently and safely. They should be treated as the contractual basis for all bookings unless a separate written agreement replaces or modifies them.
