Our Service
Commitment.

We reserve dedicated time, staff and materials for every booking. Cancellations or reschedules made within 48 hours of the scheduled clean will be charged the full amount of the booking.

Requests made outside the 48-hour window may be rescheduled free of charge, subject to availability.

The Client is responsible for ensuring our staff can access the property at the agreed time. If our team is unable to gain access — including, without limitation, a changed keycode, refused concierge entry, missing keys, or no answer at the door — the full booking fee still applies.

Where possible, we will wait for up to 20 minutes before recording a lockout and departing.

Our staff are carefully vetted, trained and supported by Cleanoir. In consideration of this, the Client agrees not to privately hire, engage or solicit any Cleanoir staff member (whether directly, through a third party, or via any household or business connected to the Client) for a period of 12 months following the termination or completion of services.

A breach of this clause will incur a professional recruitment fee of £2,500 per staff member, payable to Cleanoir on demand.

Where the Client entrusts keys, fobs or access codes to Cleanoir, they are held under strict discretion: labelled anonymously, stored in a secure, access-controlled location, and issued only to the assigned team on the day of service. Keys are returned promptly at the end of the engagement upon request.

Cleanoir carries comprehensive public liability insurance. Save for death or personal injury caused by our negligence, or any liability that cannot be limited by law, our total liability to the Client under or in connection with this Agreement is capped at the limits of our public liability insurance in force at the time of the incident. Any claim must be notified to us in writing within 48 hours of the service.

Our services are delivered in accordance with the Care Plan or booking specification agreed at the point of engagement. This defines the rooms covered, tasks performed and time allocated.

Additional heavy-duty tasks — including, but not limited to, extreme oven degreasing, interior window cleaning at height, deep carpet or upholstery steam cleaning, post-construction clearance, mould remediation and end-of-tenancy work — fall outside the standard scope and must be pre-arranged as add-ons. Requests made on the day cannot be guaranteed and may incur additional fees.

Invoices are issued on completion of service unless otherwise agreed and are payable within 7 days. Overdue balances may accrue statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998, where applicable.

This Agreement is governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.