Clear terms.
No hidden surprises.

THE AGREEMENT

Booking our services

These terms apply when a consumer or business customer books cleaning services from Kings & Clean (“we”, “us” or “our”). “You” means the person or organisation making the booking.

A request for a quote is not a confirmed booking. A contract begins when we accept the booking and confirm the service, property, date or schedule, price or pricing basis and any specific requirements by email, text, WhatsApp or another durable written format.

You must be at least 18 and authorised to arrange services at the property. If you book for someone else, a landlord, a host or a business, you confirm that you have authority to do so and to provide the necessary access and information.

QUOTES & SCOPE

What is included

Our quote is based on the information you provide, including property size and condition, required tasks, access, parking and timing. Unless the quote says otherwise, it covers only the agreed service and checklist.

Online “from” prices are guides rather than a final offer. We may revise a quote before work begins if the information supplied was incomplete or inaccurate, or if the property’s condition or requested work is materially different from what was described. We will explain the reason and seek your agreement before carrying out chargeable additional work.

Add-ons, specialist treatment, heavy waste removal, hazardous materials, pest treatment, external high-level work and tasks not listed in the booking are excluded unless agreed in writing.

PRICES & PAYMENT

Paying for your clean

The agreed price, hourly rate, deposit (if any), payment method and due date will appear in your booking confirmation or invoice.

• Hourly bookings are charged for the time booked or worked, subject to any stated minimum.
• Flat-rate bookings cover the agreed service and property information supplied.
• Extra time or services require your approval unless immediate action is reasonably necessary to prevent damage or address a safety issue.
• You are responsible for agreed parking, congestion or access charges when these were disclosed before confirmation or could not reasonably have been identified beforehand.

Payment must be made by the due date using the agreed method. If an invoice is genuinely disputed, contact us promptly with details; you must still pay any undisputed amount.

CHANGING YOUR MIND

Statutory cancellation rights

If you are a consumer and the contract was made online, by telephone or away from our business premises, you will normally have 14 days from the day after the contract is made to cancel without giving a reason.

You may cancel by any clear statement sent before the cancellation period ends. Contact bookings@kingsandclean.co.uk or 07467 299455. We will acknowledge an online cancellation without delay.

Where a valid statutory cancellation applies and money is due back, we will refund it using the original payment method without undue delay and normally within 14 days. Nothing in our separate booking policy below reduces a statutory right.

BOOKING POLICY

Rescheduling and late cancellations

Outside any statutory cancellation right, please give at least 48 hours’ notice to cancel or reschedule.

We will apply charges fairly and proportionately, considering the notice given, costs incurred and whether the slot was filled. We may waive or reduce a charge in exceptional circumstances.

Recurring domestic or commercial bookings may have additional notice arrangements in their written schedule or contract.

IF WE NEED TO CHANGE

Changes or cancellation by us

We may need to alter the arrival time, cleaner or booking because of illness, emergencies, unsafe conditions, severe weather, transport disruption or events beyond reasonable control. We will notify you as soon as reasonably possible and offer a suitable alternative where we can.

If we cancel and cannot provide an acceptable replacement, we will refund amounts paid for services not supplied. We are not responsible for losses that were not reasonably foreseeable when the contract was made, but we do not exclude liability where the law does not allow it.

BEFORE WE ARRIVE

Access and your responsibilities

You agree to:

• provide safe, lawful and timely access, working water and electricity where required;
• give accurate information about the property, parking, alarms, keys, pets and known hazards;
• secure cash, jewellery, important documents and fragile or irreplaceable belongings;
• remove excessive clutter and personal belongings that prevent access to surfaces;
• secure pets where needed for their safety and the team’s safety;
• identify delicate, damaged or specialist surfaces and provide relevant care instructions; and
• ensure the property is free from needles, human or animal waste, uncontrolled pests, dangerous chemicals, structural hazards or other undisclosed risks.

We may pause, refuse or leave a job if conditions are unsafe, unlawful, seriously different from what was disclosed or make the agreed service impracticable. We will explain the reason. Charges may apply for time and reasonable costs already incurred where the situation was not caused by us.

KEYS, ALARMS & SECURITY

Property access information

Keys, entry codes and alarm information will be used only for the agreed service and handled with reasonable care. Do not label keys with the full property address. Tell us immediately if codes change or access devices are lost.

Unless otherwise agreed, we do not accept responsibility for locking windows or doors that were already faulty or for activating systems where clear instructions were not provided. You remain responsible for ensuring your property insurance permits the access arrangement you choose.

PHOTOGRAPHS

Job records and marketing

We may take proportionate before-and-after photographs to document condition, confirm work, support an Airbnb report or resolve a concern. We will avoid identifiable people, personal documents and unnecessary private information.

We will not use photographs publicly for advertising or social media without separate permission. You may withdraw future marketing permission, although this does not affect use that already occurred lawfully.

THE ROYAL STANDARD

Reasonable care and skill

We will provide services with reasonable care and skill, within the agreed time or a reasonable time, and in line with the confirmed description. Cleaning results depend on condition, materials, age, staining and prior damage; we cannot promise that every mark, odour or stain can be removed.

We are not responsible for pre-existing damage, ordinary wear, inherent defects, colourfastness problems, unstable fixtures or damage caused by inaccurate or missing care information, except where we failed to use reasonable care and skill.

RE-CLEAN PROMISE

Reporting something we missed

For an end-of-tenancy booking, report an alleged missed item from the agreed checklist within 24 hours after completion. Provide reasonable details and photographs and allow us reasonable access to inspect and, where appropriate, repeat the affected work.

The re-clean promise covers cleaning omissions from the agreed checklist. It does not cover new dirt or damage after we leave, excluded tasks, permanent staining, maintenance defects, inaccessible areas, third-party work or a preference that was not agreed beforehand.

Your statutory remedies are not limited by the 24-hour reporting request. Where the Consumer Rights Act 2015 applies, services must be provided with reasonable care and skill, and legal remedies may include repeat performance or an appropriate price reduction.

DAMAGE & LIABILITY

If something goes wrong

Tell us promptly about alleged loss or damage and provide reasonable evidence. Do not arrange repair or disposal before giving us a reasonable opportunity to inspect, unless urgent action is needed to prevent further loss or danger.

We do not exclude or limit liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of statutory consumer rights or anything else that cannot lawfully be excluded.

For business customers only, any additional liability limits must be stated in the separate commercial contract. Nothing here creates a limit that would be unlawful or unreasonable.

CONCERNS

Complaints and resolution

Contact us promptly at hello@kingsandclean.co.uk or 07467 299455. Explain the booking, concern and outcome sought, and provide relevant photographs where appropriate.

We will review the issue fairly and may request access to inspect or repeat the service. If we cannot resolve a consumer dispute directly, we will tell you whether an appropriate alternative dispute-resolution provider is available or required.

GENERAL TERMS

Other important information

• If one term is found unenforceable, the remaining terms continue to apply.
• A delay in enforcing a right does not waive that right.
• You may not transfer a booking without our agreement. We may use appropriately vetted team members or subcontractors while remaining responsible for the contracted service.
• Changes to a confirmed booking or these terms must be agreed. Updated website terms apply to future bookings, not retrospectively to an existing contract unless agreed or required by law.
• These terms are governed by the law of England and Wales. Consumers retain any mandatory right to bring proceedings in another applicable UK court.

MODEL CANCELLATION WORDING

How to cancel during the statutory period

You do not have to use this wording. Any clear statement that you wish to cancel is sufficient.