Cleaning Services Terms and Conditions

Last Updated: June 2026  

Home Helpers - Commercial & Domestic Cleaners Ltd

Website Booking Terms & Conditions

By making a booking through our website, you agree to the following terms and conditions.

1. Booking Confirmation

All bookings are subject to acceptance and availability.

Home Helpers reserves the right to amend appointment times, allocate alternative cleaners, or reschedule appointments where reasonably necessary due to staff absence, sickness, holidays, emergencies, adverse weather conditions or circumstances beyond our control.

2. Payment Terms

Payment is due on completion of the service and must be paid no later than the end of the day on which the service is provided, unless otherwise agreed in writing.

Failure to make payment may result in future bookings being suspended or cancelled.

Any debt recovery costs, court fees or collection charges incurred as a result of non-payment may be added to the outstanding balance.

3. Cancellation Policy

A minimum of 24 hours' notice is required to cancel or rearrange an appointment.

Appointments cancelled with less than 24 hours' notice will be charged in full.

4. Access to Property

Customers are responsible for ensuring access is available at the agreed appointment time.

If our staff attend and are unable to gain access due to missing keys, incorrect access information, faulty key safes, unavailable key holders, alarm issues or the customer not being present as agreed, the full booking charge will apply.

5. Regular Weekly & Fortnightly Cleaning Services

Weekly and fortnightly cleaning services are recurring appointments.

By booking a weekly or fortnightly cleaning service, you agree that your appointment will continue on the agreed frequency unless cancelled in accordance with these terms.

A minimum of 30 days' written notice is required to cancel an ongoing weekly or fortnightly cleaning service.

Home Helpers may review and amend appointment times where operationally necessary, providing reasonable notice wherever possible.

6. Cleaning Times

The amount of cleaning completed will depend upon the size, condition and layout of the property together with the amount of time booked.

Our cleaners will work through priority areas and complete as much cleaning as possible within the allocated appointment time.

Customers are responsible for booking sufficient time for their requirements.

Additional cleaning time may be available at the applicable hourly rate, subject to staff availability and customer approval.

7. Team Cleaning

Where appropriate, Home Helpers may send a team of two or more cleaners.

The total cleaning hours purchased remain the same; however, the work may be completed in a shorter period of time.

For example, a four-hour appointment may be completed by two cleaners in approximately two hours.

8. Property Condition

Quoted times and services assume a reasonably maintained property.

Properties with excessive clutter, hoarding conditions, heavy soiling, nicotine staining, pet contamination, construction dust, bodily fluids, infestations or other exceptional circumstances may require additional time and charges.

Any additional costs will be discussed with the customer before proceeding wherever reasonably possible.

9. Additional Services

Additional services may incur separate charges and may require separate appointments.

These include but are not limited to:

• Oven cleaning

• Fridge and freezer cleaning

• Carpet cleaning

• Upholstery cleaning

• Mattress cleaning

• Window cleaning

• Laundry services

• Ironing services

• Bed changing services

• Pressure washing

• Gutter cleaning

• Exterior cleaning services

10. End of Tenancy Cleaning

End of tenancy cleaning is intended to leave a property clean and presentable for incoming occupants.

No cleaning company can guarantee the return of a tenancy deposit, as this remains the decision of the landlord, letting agent, inventory clerk or property owner.

11. Health & Safety

Home Helpers reserves the right to refuse or discontinue work where staff safety may be compromised.

This includes situations involving aggressive behaviour, unsafe environments, hazardous substances, infestations, illegal activity or any other circumstance that presents a risk to our staff.

12. Complaints

Any concerns regarding the service provided must be reported within 24 hours of completion.

Home Helpers will be given a reasonable opportunity to inspect and rectify any genuine issues before any third party is instructed.

13. Limitation of Liability

Home Helpers shall not be liable for pre-existing damage, wear and tear, deterioration due to age, manufacturer defects or issues outside our reasonable control.

Customers should notify us of any fragile, valuable or specialist items before cleaning commences.

14. Acceptance

By making a booking through our website, you confirm that you have read, understood and agree to these Terms & Conditions.