One Off Cleaning Terms

One off cleaning terms and conditions


This page (together with the documents referred to on it) tells you the terms and conditions on which we supply any of the services (Services) listed on our website (our site) to you. Please read these terms and conditions carefully before ordering any Services from our site. You should understand that by ordering any of our Services, by phone, email, the website you agree to be bound by these terms and conditions.
Agreed terms
One Off cleaning, End of Tenancy Cleaning, Spring-cleaning etc.  Is charged per job taking into account the current condition, number of rooms, bathrooms, WC, shower rooms and en-suites.
All quotations are given by us following a request by the Client and shall remain open to acceptance for a period of 14 days from their date.
The sales advisors can only give a rough estimate of the duration of the cleaning service, which is based on a basic description of the customer’s house. Please note that duration may vary therefore a degree of flexibility is required. The customer is advised that an end of tenancy cleaning, after builders cleaning, after party cleaning etc.  may take double the length of time required for a normal cleaning or badly neglected homes may take up to three times longer than a well-maintained home
The quoted price does not include extras like: carpet and upholstery steam cleaning, stripping and polishing floors, washing up dishes, taking more than 6 items out of cupboards and then putting them back in, dusting books, washing/cleaning walls/ceilings, cleaning balconies/terraces, cleaning patios/gardens/. Those extra services are priced separately and need to be requested during booking.
The End of Tenancy Cleaning, One Off/Spring Cleaning, and an After Builders Cleaning do not include cleaning of curtains, exterior windows, washing up/laundry.
We act as a booking agency for self-employed cleaners and service provider. Our contract with you is limited to the provision of use of our Website and the booking of the service. Your cleaner or service provider is responsible for providing the services to you and you have a direct contract between you and the cleaner or service provider concerning the provision of services. This contract does not include us.
We use national average room sizes when calculating the price over the telephone.
We reserve the right to amend the initial quotation, should the Client’s original requirements change or upon inspection of the property by us.
For bedrooms bigger than 20 square meters and living rooms bigger than 40 square meters the price will increase.
The client understands that additional parking and congestion charge may apply.
The Client is responsible for providing access to their property at the scheduled time. If keys are provided they must open and close all locks without any special efforts or skills. Failure to provide access to the property is subject to a £50 non-refundable fee
The Client must provide electricity and running water at the premises where the service is conducted. Failure to provide these is subject to a £50 non-refundable fee. Please make sure you switch off your AGA /oven and Freezers from the previous day in order for us to clean it without any risk of injury.
The invoice is rendered for immediate payment prior completion of the work unless otherwise agreed in writing by the agency. The Client must make payment by cheque or bank transfer before the cleaner/cleaning team attends the Client’s premises. If cash payment has been agreed this will be done before commencement.
If card payment or bank transfer is agreed with the customer, it is to be arranged no later than a 48hrs before the day of the cleaning. The company reserves the right to cancel an appointment due to nonpayment or if payment has not been received. We require the full deposit in order to hold your booking. If payment is not made within 28 days of the invoice date then the account will be passed to our debts collections agency, after which a charge of 15% plus Vat on top of the initial invoice due, will be added to the debt. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts and all other costs that we may incur in the process of recovering this debt.
  • The Client can cancel or reschedule the scheduled service by giving us at least a 48h notice.
  • Customer agrees to pay 50% of the quote as a cancellation fee if the customer cancels less than 48 hours prior to the scheduled appointment.
  • Failure to provide us with the required notice will result in the full cleaning fee being charged
  • We reserve the right to refuse any cleaning job if the condition of the property is hazardous to the health and well-being of our operatives.
  • The client agrees to pay £50 cancellation charge if the information provided was misleading such as wrong address, no hot water, or the condition and state of the property etc.
  • We have the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team.
  • Customer agrees to pay the full price for the cleaning visit if the customer cancels or changes the date/time less than 24 hours prior to the scheduled appointment.
  • Customer agrees to pay the full price of the cleaning visit in the event of a lockout causing the cleaners to be turned away; no one home to let them in, ongoing work on the property or a problem with customer’s key.
General Terms
  • End of Tenancy cleaning price does not include any parking charges incurred by our cleaners, if applicable. We would appreciate if you can provide our operatives with a permit, so we wouldn’t have to charge you additionally.
  • We request that you are available to inspect the property with one of the team after completion, to ensure you are happy with the work carried out. We will not be able to carry out a reclean where the job has been inspected and certified by the client.
  • Please ensure you defrost fridge/freezer the night before and turn off all the electrical appliances, such as cooker, ovens etc. if you will require the appliances to be cleaned.
  • Please note the property will be cleaned as much as possible, depending on its actual condition. We are not able to remove any permanent stains, mould or discolourations including pets hairs in rugs, sofas, carpets and any upholstery. If you have had a pet in your house we recommend you book a professional carpet/upholstery cleaning to remove the hairs completely.
  • End of Tenancy Cleaning will be guaranteed for only 24hrs hours after the cleaning has been completed where the job has not been inspected by the client.
  • End of Tenancy Cleaning refers to an empty property. Should there still be any personal belongings or persons in the property, the service will not be guaranteed and
    no free re-clean can be organized.
  • Prices quoted over the phone may need to be amended in case your property is larger than average or for property that has been neglected.
  • End of Tenancy Cleaning does not include house clearance, rubbish or junk removal. All rubbish collected during the cleaning will be gathered in bags and left in front of the property or disposed into the communal refuse area where possible.
  • The client must provide access to running hot water and electricity for the end of the tenancy to go on.
  • Due to the nature of the cleaning service, the company guarantees only to correct any problems reported within 24 hours. Where a checkout is to be carried out by an estate agent.
  • The client must advise us in advance of the check out date and any issues raised must be reported to the company within 48hr of the cleaning date to enable the company carry out a recovery clean. Failure to inform us within the time frame will invalidate the customer claims.
 Claims and Complaints
  • All services shall be deemed to have been carried out to the Client’s satisfaction after inspection by client/representative immediately after the cleaning is complete.
  • All complaints must be received by us in writing with details of the complaint within 24 hours of the work being completed. We will fully investigate any complaint and attempt to resolve it to the satisfaction of the Client, or alternatively to a reasonable standard.
  • The Client agrees to allow the Cleaner back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services.
  • We require the presence of the client/representative at the beginning and at the end of the cleaning to point out any special areas and to inspect the work so any corrections can be made on site.
  • While our operatives make every effort not to break items, accidents do happen. For this specific reason, The Company requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaning operatives.
  • The Cleaners may require entry to the location of the claim within 24 hours to correct the problem.
  • We shall not be responsible for any damage caused as a result of the Client placing furniture on a carpet which has not completely dried.
  • The Company shall not be liable for the shrinkage of carpets as a result of poor fitting.
  • We are not responsible for any existing damage to Clients property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.
  • We cannot guarantee our End of Tenancy Cleaning service when furniture or people are still present in the property at the time of the cleaning.
  • We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably we will not be liable for ingrained dirt that cannot be removed using chemicals.
  • Freezers must be defrosted in advance as the timescales for defrosting will not enable us to thoroughly clean it.
  • The client understands that after an end of tenancy clean, the property including appliances, bathrooms and fixtures etc. cannot be used until inspection or checkout has been carried out, any use of the property or appliances will invalidate any claims/re-cleans.
Any work undertaken us is covered by a Public Liability Insurance. The policy will cover any accidental damages caused by an operator working on behalf of Busy Hands Cleaners, reported within 24 hours of service date, there is an excess of £250 which is payable by the client on each and every claim.
The insurance policy is subject to the terms and conditions, and any exclusion, set out in the policy, a copy of which is available from the agency on request, and you shall be bound by such terms and conditions, and exclusions.
The insurance cannot cover anything that may break down or stop working at any time such as dishwasher, washing machine, oven, cookers, extractor fans, fridge, freezer, etc. and any other items instability of which the Client is already aware of,  such us bathroom appliances or any fixtures such as windows, doors, skirting boards, blinds etc. The Client is obliged to warn the Company or the cleaner about appliances that are poorly fixed or not in full working order. We recommend clients to have their own home insurance for such damages and for damages when the value is less than £250.
The insurance is not designed to cover for general wear and tear that might occur on everyday use of items.
The insurance mentioned above do not cover items of sentimental value or irreplaceable items. Highly valuable personal property like coins, art, jewellery, collectable, antiques furniture’s, computer equipment’s, speciality tools and all forms of Heirloom like family silver or gold ornaments including China and highly fragile items are excluded from the policy. Clients should have their own insurance to cover for such items. We ask that clients put highly valuable personal property away and do not allow the cleaner to clean them. The cleaner must be made aware of such items, where it is not possible to move the item away from the areas to be cleaned.
Written communications
Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
All notices sent by you to us must be sent to Busy Hands Cleaners, Suite 103-105, 15 Colman house Empire Squire High street SE20 8EX London.SE20 7EX London. We may give notice to you at either the e-mail or postal address you provide to us in your Booking. Notice will be deemed received and properly served 24 hours after an e-mail is sent or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that the letter was properly addressed, stamped and placed in the post and, in the case of an e-mail that the e-mail was sent to the specified e-mail address of the addressee.
Data protection
We will only use the personal information you provide to us to provide the Services or to inform you about similar services which we provide unless you tell us that you do not want to receive this information.
If any court or competent authority decides that any of the provisions of these Terms are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.
You agree that any use of the service provided by Busy Hands Cleaners shall constitute your acceptance of our terms of business. This forms an agreement between you (“the client”) and Busy Hands Cleaners
If we fail, at any time while these Terms are in force, to insist that you perform any of your obligations under these Terms, or if we do not exercise any of our rights or remedies under these Terms, that will not mean that we have waived such rights or remedies and will not mean that you do not have to comply with those obligations. If we do waive a default by you that will not mean that we will automatically waive any subsequent default by you. No waiver by us of any of these Terms shall be effective unless we expressly say that it is a waiver and we tell you so in writing.
These Terms shall be governed by English law and you and we both agree to the non-exclusive jurisdiction of the English courts. We do not accept orders from addresses outside the Greater London area.