Terms & Conditions

Last Updated: 4 September 2026

These Terms & Conditions apply to all cleaning services provided by Home Care Cleaning (“we”, “us”, “our”) to customers (“you”, “your”).
By booking or using our cleaning services, you agree to these Terms & Conditions.

1. Our Services

Home Care Cleaning provides professional domestic and residential cleaning services throughout the UK, subject to availability and confirmation of your postcode.

Our services may include:

Regular domestic cleaning
One-off cleaning
Deep cleaning
Move-in and move-out cleaning
End of tenancy cleaning
Oven cleaning
Window cleaning
Carpet cleaning
After-builders cleaning
Kitchen cleaning
Bathroom cleaning
Other cleaning services agreed with the customer

The exact services included in your booking will depend on the quotation, booking confirmation and any specific requirements agreed between you and Home Care Cleaning.

2. Quotes and Prices

All quotations are based on the information provided by the customer and the requirements of the property at the time of booking.
Where the condition, size or requirements of a property are substantially different from the information provided, we reserve the right to discuss and agree any additional charges with you before carrying out additional work.
Unless otherwise stated, our prices are for the services specifically agreed at the time of booking.
Any additional work requested by the customer may incur an additional charge. We will endeavour to inform you of any additional charge before carrying out the additional work.

3. Minimum Booking

Our standard domestic cleaning service has a minimum booking requirement of 3 hours, unless otherwise agreed in writing.
For certain specialist services, different minimum charges or pricing arrangements may apply.

4. Booking Confirmation

A booking is confirmed once Home Care Cleaning has accepted the booking and the relevant date and time have been agreed with you.
We may contact you by telephone, email, text message or other agreed communication method regarding your booking.
You are responsible for providing accurate contact information and booking details.

5. Access to the Property

You must provide our cleaner or cleaning team with safe and reasonable access to the property at the agreed time.

Access may be provided by:

Meeting the cleaner at the property
Providing a key
Providing an agreed access code
Using a lockbox
Another method agreed in advance

Where keys, codes or other access arrangements are provided, we will take reasonable care to keep them secure.

If our cleaner cannot gain access to the property at the agreed time, this may result in the appointment being delayed, shortened or cancelled and reasonable charges may apply where we have incurred a loss.

6. Customer Responsibilities

Before the cleaning service begins, you should:

Provide safe access to the property
Inform us of any hazards or risks
Inform us of fragile or valuable items requiring special care
Inform us of any surfaces or materials requiring specific cleaning methods
Secure valuable, fragile or personal belongings where appropriate
Ensure that utilities reasonably required to perform the service are available
Ensure that the property is reasonably accessible for the agreed cleaning service

We cannot accept responsibility for damage to items or surfaces where:

We have not been informed of a particular risk, or
The item/surface requires specialist treatment that was not disclosed before the service.

7. Cleaning Products and Equipment

For regular domestic cleaning services, customers may be required to provide suitable cleaning products and equipment unless otherwise agreed.
For certain one-off or specialist cleaning services, Home Care Cleaning may provide the necessary cleaning products and equipment.
We may refuse to use a product supplied by a customer if we reasonably believe that using it could damage a surface, property or equipment or create a health and safety risk.

8. Special Requests

We are happy to consider reasonable special requests.
Special requirements should be communicated to us before the cleaning appointment wherever possible.
Some special requests may require additional time or incur an additional charge. We will discuss this with you before carrying out additional work.

9. Pets

We are generally happy to clean properties where pets are present.
Customers must inform us of any pets that will be present during the cleaning appointment.
For the safety of our cleaners and your pets, we may request that nervous, aggressive or otherwise unsuitable animals are kept in a secure and comfortable area while cleaning is taking place.

10. Health and Safety

We reserve the right to stop or refuse a cleaning service where we reasonably believe that the property presents a serious health or safety risk to our cleaners.

This may include, but is not limited to:

Dangerous or aggressive animals
Unsafe access
Serious structural hazards
Exposure to hazardous substances
Excessive infestation
Needles or other dangerous objects
Significant biohazard contamination
Other conditions presenting a serious risk to staff

Where reasonably possible, we will discuss the situation with you and attempt to agree an appropriate solution.

11. Cancellation and Rescheduling

We understand that circumstances can change.
If you need to cancel or reschedule a cleaning appointment, please contact us as soon as possible.
We ask customers to provide reasonable notice whenever possible so that we can offer the appointment to another customer.
Where a cancellation or failed appointment causes us a direct and reasonable loss, we may seek to recover that loss where legally permitted.
Any cancellation charge will be reasonable and proportionate to the loss actually incurred and will not affect any rights you have under applicable consumer law.

12. Arrival Times and Delays

We will make reasonable efforts to arrive within the agreed appointment window.
Occasionally, circumstances outside our reasonable control may cause delays, including traffic, weather, staff emergencies, access problems or other unforeseen circumstances.
If we expect a significant delay, we will endeavour to contact you.

13. Cleaning Results

We aim to provide a professional and thorough cleaning service.

Cleaning results can vary depending on:

The condition of the property
The age and condition of surfaces
Existing stains or damage
The amount of dirt or build-up
The time available
The type of surface or material
Previous cleaning methods or products used

Some stains, marks, odours, limescale, grease, mould or other deposits may not be completely removable without specialist treatment or risk of damaging the underlying surface.

We will not knowingly use a cleaning method that we reasonably believe could cause damage.

14. Damage or Breakage

Our cleaners will take reasonable care when carrying out services.
If you believe that an item or property has been damaged during a cleaning service, you should notify us as soon as reasonably possible and provide details of the alleged damage.
We may request photographs, receipts, proof of value or other reasonable information where appropriate so that the matter can be investigated.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

15. Complaints and Service Issues

We want you to be satisfied with our services.
If you are unhappy with any aspect of a cleaning service, please contact us as soon as reasonably possible, preferably within 24 hours of the service, so that we have an opportunity to investigate and, where appropriate, arrange a return visit or other reasonable solution.
The 24-hour notification period does not remove or restrict any statutory rights you may have.
We will consider complaints fairly and will aim to resolve genuine service issues promptly.

16. Guarantee / Re-Cleaning

Where we agree that an area has not been cleaned to the agreed standard, we may offer a reasonable opportunity for the affected area to be re-cleaned.

Any re-cleaning will normally relate only to the areas included in the original booking.

Our service guarantee does not apply to:

Areas that were not included in the original booking
New dirt or damage occurring after the cleaning
Conditions that could not reasonably have been removed
Items or surfaces requiring specialist restoration
Areas that were inaccessible at the time of the original service

17. Payment

Payment must be made using the payment method agreed at the time of booking.
Unless otherwise agreed, payment is due for the cleaning services provided.
Where payment is made remotely or by telephone, you may be asked to provide the information necessary to process the payment securely through our payment provider.
We will not knowingly retain payment details beyond what is reasonably required for processing and administering payments, subject to applicable data protection requirements.

18. Additional Services

If you request additional cleaning services during an appointment, we will confirm whether the additional work can be completed within the available time.
Additional services may result in additional charges.
We will communicate any additional charge to you before carrying out significant additional work wherever reasonably possible.

19. Keys and Access Devices

Where customers provide keys, access codes or other access devices, we will take reasonable care of them.
Customers should inform us immediately if an access code changes or a key needs to be returned.
We recommend that customers do not provide unnecessary personal information or access credentials unrelated to the cleaning service.

20. Privacy and Personal Information

We may collect and use personal information necessary to arrange bookings, provide services, communicate with customers, process payments and administer our business.
Personal information will be handled in accordance with our applicable privacy and data protection obligations.
For further information, please refer to our Privacy Policy.

21. Subcontractors and Cleaning Staff

Home Care Cleaning may use employees, contractors or appropriately engaged cleaning professionals to provide services.
We will take reasonable steps to ensure that individuals carrying out services on our behalf are suitable for the work.

22. Customer Conduct

Customers are expected to treat Home Care Cleaning staff respectfully and appropriately.
We reserve the right to terminate or refuse a service where a customer engages in threatening, abusive, discriminatory or unsafe behaviour towards our staff.
Nothing in this clause affects any legal rights either party may have.

23. Events Outside Our Control

We will not be responsible for failure or delay in providing services where this results from circumstances outside our reasonable control.
Such circumstances may include severe weather, transport disruption, illness, emergencies, government restrictions, utility failures or other unforeseen events.
Where reasonably possible, we will contact you and attempt to rearrange the service.

24. Limitation of Liability

Nothing in these Terms & Conditions excludes or limits liability that cannot legally be excluded or limited.
We will provide our services with reasonable care and skill as required by applicable law.
We are not responsible for loss or damage resulting from circumstances outside our reasonable control or from information supplied by the customer that was inaccurate, incomplete or misleading.
Nothing in these Terms & Conditions affects your statutory consumer rights.

25. Consumer Rights

Nothing in these Terms & Conditions is intended to remove or reduce any rights you have under UK consumer law.
Where Home Care Cleaning provides services to a consumer, the services will be provided with reasonable care and skill as required by applicable law.
Where a customer has a legal right to cancel a service, those rights will apply in addition to these Terms & Conditions.

26. Changes to Bookings

If you need to change the date, time, property address or type of service after booking, please contact us as soon as possible.
We will make reasonable efforts to accommodate changes, subject to availability.
A change in the requirements of a booking may result in a change to the quoted price.

27. Termination of Ongoing Services

For regular cleaning arrangements, either the customer or Home Care Cleaning may end the ongoing arrangement by providing reasonable notice.
Where there is a specific minimum term or notice period agreed for a particular service, this will be communicated to the customer before the arrangement begins.

28. Governing Law

These Terms & Conditions are governed by the laws of England and Wales, unless applicable law requires otherwise.
Any dispute will first be addressed through reasonable communication between Home Care Cleaning and the customer.
Nothing in these Terms & Conditions prevents a consumer from exercising any rights available to them under applicable law.

29. Contact Details

Home Care Cleaning
Telephone: 07538 438753
Email: info@homecareclean.com
Address: 9C Albany Road, Southsea, PO5 2AB
Website: www.homecareclean.com
Service Hours: Monday–Friday, 8:00 AM–6:00 PM

For bookings, enquiries or complaints, please contact us using the details above.