Click & Clean

Terms & conditions

Last updated: [date]

Draft: these terms are a starting point written for Click & Clean and must be checked by a solicitor before the site goes live. Text in [square brackets] needs your details.

1. Who we are

Click & Clean ("we", "us") provides cleaning services across London and the surrounding towns. You can contact us at hello@clickandcleanuk.com.

Cleans are carried out by independent, self-employed cleaners who work with us. We take your booking, set the price and the checklist, and are responsible to you for the service.

2. Your booking

When you book online you choose a service, your home size, any extras, how often, and a date and arrival time. You'll see the full price before you confirm. Your booking is accepted when we send a confirmation email with your booking reference.

Prices are fixed by home size and the options you choose, not by how long the clean takes. Please describe your home accurately. If the home is substantially different from what was booked (for example more bedrooms, or far more cleaning needed than a standard clean), the cleaner will contact us before starting and we'll offer you the correct service and price. We will never charge more without your agreement; if you don't agree, the cleaner will complete the highest-priority checklist items within the booked service.

A regular clean assumes the home is cleaned at least every four weeks. If it hasn't been, we may recommend a deep clean first.

3. Price and payment

  • Prices include everything shown in your booking summary.
  • A fixed parking charge of £10 (£15 in central London: EC, WC, W1 and SW1 postcodes) applies if you tell us you can't provide a parking permit or free parking. It's shown before you book.
  • You pay in full when you book, through our payment provider, Stripe. For regular cleans, your card is saved securely and each future visit is charged in advance when it's booked.
  • Weekly, fortnightly and monthly savings apply to each visit while the regular booking continues.

4. Your right to cancel (14-day cooling-off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days from booking to cancel. If you ask us to carry out the clean within those 14 days, you confirm this when booking. You will lose the right to cancel once the clean has been fully performed, and if you cancel after we've started you must pay for the service provided up to that point.

5. Cancelling or changing a booking

  • If you cancel in time, we'll refund you in full: at least 24 hours before your booked arrival time for regular cleans, or 48 hours for end-of-tenancy and deep cleans. You can also rearrange free of charge with the same notice.
  • If you cancel later than that, we keep 50% of the booking price as a late-cancellation fee and refund the rest. This reflects the cleaner's time that can't be re-booked at short notice.
  • If our cleaner can't get in at the booked time (for example no key or no one home as arranged), this is treated as a late cancellation and the 50% fee applies.
  • You can skip a regular visit free of charge with 24 hours' notice, and end your regular booking at any time.
  • Manage your booking using the link in your confirmation email.

If we need to cancel or move your clean, we'll tell you as soon as possible and offer another time. If that doesn't suit you, you won't be charged.

Monthly plans

  • A monthly plan is a rolling subscription for regular cleaning. You pay a fixed monthly amount, shown before you book, when you sign up and then on the same date each month until you cancel.
  • Each plan includes holiday pauses (2 per plan year on weekly plans, 1 on fortnightly and monthly plans). These are already reflected in the monthly price, so skipping a visit with a pause does not change what you pay. Pauses must be used at least 48 hours before the visit and don't carry over to the next plan year.
  • You can cancel online at any time from your booking link. Visits in the month you have already paid for still go ahead, and no further payments are taken. If you cancel before your first payment, nothing is charged.
  • We'll remind you before your plan renews each year, and tell you at least 30 days in advance before any change to the monthly price. You can cancel before a price change takes effect.
  • If a monthly payment fails, we'll contact you and retry. Visits may be paused until payment is made.

6. Access, keys and your home

Please arrange access as agreed and make sure electricity and hot water are on. For end-of-tenancy cleans the property must be empty of belongings. We'll handle any keys you give us carefully and only use them for your booking. Please tell us about pets, alarms and anything fragile or valuable before the clean.

Our cleaners bring all cleaning products and equipment. They won't move heavy furniture, work at height beyond a step stool, or carry out work that isn't safe.

7. Our guarantees

  • All cleans: if you're not happy with anything on the checklist, tell us within 72 hours of the clean (ideally with photos) and we'll send a cleaner back to re-clean it free of charge.
  • End-of-tenancy cleans (Deposit-Ready Guarantee): if your landlord or agent flags a cleaning issue on our checklist within 72 hours of the clean, we'll return to re-clean it free of charge.
  • The guarantees cover checklist items and the condition we left the property in. They don't cover pre-existing damage, wear, stains that won't come out with normal cleaning, or items outside the checklist.
  • We can't guarantee the return of a tenancy deposit, as that is your landlord's decision.

These guarantees are in addition to your legal rights. Nothing in these terms affects your statutory rights, including your right to a service carried out with reasonable care and skill.

8. Damage and liability

[Insurance and liability wording to be confirmed with your insurer and solicitor: for example, how to report damage (within 48 hours, with photos), public liability cover in place, and limits on liability for items of exceptional value not disclosed in advance.] We are not responsible for losses we could not reasonably have foreseen, or for problems caused by the condition of the property before the clean. Nothing limits our liability for death or personal injury caused by negligence, or for fraud.

9. Complaints

If you're unhappy, please tell us within 72 hours of the clean so we can put it right. Email us with your booking reference and photos if possible. We aim to respond within [2 working days].

10. General

These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or in Scotland or Northern Ireland if you live there.