HOME HELPERS - COMMERCIAL & DOMESTIC CLEANERS LTD
SERVICE TERMS & CONDITIONS
Last Updated: June 2026
These Terms & Conditions apply to cleaning and associated services supplied by Home Helpers - Commercial & Domestic Cleaners Ltd, including domestic cleaning, commercial cleaning, office cleaning, school and education cleaning, hotel cleaning, Airbnb and holiday let changeovers, deep cleaning, end of tenancy cleaning and associated services.
By making a booking, accepting a quotation, instructing Home Helpers to commence work, or continuing to use a recurring service, the customer agrees to these Terms & Conditions.
All bookings and services are subject to acceptance, availability and operational capacity.
A booking or service may be agreed through our website, quotation, email, telephone, booking platform or other written communication.
Home Helpers reserves the right to allocate or change individual cleaners or cleaning teams.
Where reasonably necessary due to staff absence, sickness, holidays, emergencies, adverse weather, access problems or circumstances outside our reasonable control, we may amend cleaning times, provide alternative staff or reschedule a service.
We will provide reasonable notice wherever circumstances allow.
Unless alternative payment terms have been agreed in writing, payment is due on completion of the service and no later than the end of the day on which the service is provided.
Commercial customers may be provided with separate invoicing and payment terms. Where agreed in writing, those terms will take precedence over the standard payment deadline above.
Airbnb, holiday let, hotel and property management clients may be invoiced individually, periodically or through an agreed booking or payment platform.
Invoices must be paid by their stated due date.
Home Helpers reserves the right to suspend or cancel services where invoices become overdue.
The customer remains responsible for all properly invoiced services already supplied.
Where legally recoverable, reasonable debt recovery costs, statutory interest, compensation, court fees and collection costs arising from overdue accounts may be added to the outstanding balance.
A minimum of 24 hours' notice is required to cancel, postpone or rearrange an individual scheduled cleaning appointment.
Appointments cancelled, postponed or rearranged with less than 24 hours' notice may be charged at 100% of the scheduled service value.
This applies where staff time has been reserved for the customer and includes domestic cleaning, commercial cleaning, office cleaning, school cleaning, hotel cleaning, Airbnb and holiday let services.
Where a commercial contract, quotation or service agreement contains different cancellation provisions, the specifically agreed written terms will take precedence.
Any service provided on a recurring basis is considered an ongoing service arrangement.
This includes, but is not limited to:
• Weekly and fortnightly domestic cleaning
• Regular commercial cleaning
• Office cleaning
• School and education cleaning
• Hotel cleaning
• Regular Airbnb and holiday let cleaning
• Property management cleaning arrangements
• Regular laundry or linen services
• Any other service provided according to an agreed recurring schedule
A minimum of 30 days' written notice is required to terminate an ongoing recurring service unless different termination terms have been expressly agreed in writing.
Notice must be provided by email or other formally agreed written method. Informal messages to individual cleaners or members of staff do not constitute formal termination notice.
Services scheduled during the notice period will continue to be provided and charged in the normal way unless Home Helpers agrees otherwise in writing.
Where the customer asks Home Helpers not to attend during the notice period, the charges that would otherwise have fallen due during that notice period may remain payable, subject to the terms of the applicable service agreement and applicable law.
Any outstanding invoices remain payable following termination.
Airbnb and holiday let cleaning is normally scheduled around guest departure and arrival times supplied by the customer, property manager or booking platform.
The customer is responsible for providing accurate booking dates, guest departure information, access instructions and property information.
Where Home Helpers provides changeover services, these may include cleaning, bed changes, linen handling, towel replacement and other agreed changeover tasks.
The customer must ensure sufficient linen, towels, consumables and other required stock are available unless Home Helpers has specifically agreed to provide them.
Home Helpers cannot accept responsibility for delays caused by guests failing to vacate the property on time, incorrect booking information, unavailable linen, inaccessible properties or circumstances outside our control.
Additional waiting time, emergency attendance, additional cleaning or work caused by late guest departures, excessive mess, damage or unexpected property conditions may be charged separately.
Hotel and serviced accommodation cleaning will be completed according to the agreed scope, room allocation and service requirements.
The customer is responsible for providing accurate room lists, departure information, access and any required linen, consumables or stock unless otherwise agreed.
Additional rooms or work requested beyond the agreed allocation may be charged separately.
Where rooms are unavailable, occupied, inaccessible or not ready for cleaning at the agreed time, Home Helpers may charge for reserved staff time or additional attendance where reasonably applicable.
Commercial and office cleaning will be carried out according to the agreed quotation, specification, schedule or cleaning plan.
The customer must provide safe and reasonable access to the premises and inform Home Helpers of alarm procedures, security requirements, access restrictions and relevant site hazards.
Additional tasks outside the agreed cleaning specification may be subject to additional charges.
Home Helpers may periodically review staffing arrangements, cleaning schedules and service times to ensure the agreed service can be delivered effectively.
Any material change to the scope of work, frequency, premises or customer requirements may require the service and price to be reviewed.
Cleaning within schools, nurseries and educational establishments will be undertaken according to the agreed cleaning specification and site requirements.
Home Helpers will comply with applicable safeguarding, access and site procedures communicated to us.
Where a role requires a DBS check or other appropriate screening, Home Helpers will ensure relevant requirements are addressed before assigning staff where required.
The school or establishment is responsible for informing Home Helpers of site-specific safeguarding procedures, restricted areas, hazards, alarm procedures and access requirements.
Additional deep cleaning, holiday cleaning, emergency cleaning or work outside the agreed specification may be charged separately.
Customers are responsible for ensuring Home Helpers can access the property or premises at the agreed time.
This includes providing working keys, key-safe codes, alarm information, access cards, parking instructions and any other necessary information.
If our staff attend and cannot gain access because of missing or incorrect keys, incorrect codes, faulty key safes, unavailable key holders, alarm problems or the customer's failure to provide access, the scheduled service may be charged in full.
Additional waiting time or a return visit may also be chargeable where applicable.
The amount of cleaning completed depends on the size, condition and layout of the property or premises, the agreed specification and the amount of cleaning time available.
For time-based domestic services, our cleaners will work through the agreed or identified priority areas and complete as much cleaning as reasonably possible within the booked time.
Customers are responsible for booking sufficient time for their requirements.
Additional cleaning time may be available at the applicable rate, subject to staff availability and customer approval.
Commercial, hotel, school and accommodation services may instead operate according to an agreed specification, fixed price, room rate or service schedule.
Home Helpers may provide two or more cleaners where appropriate.
Where a service has been purchased on the basis of cleaning hours, the total labour hours remain the same, although the appointment may be completed in a shorter period.
For example, four labour hours may be completed by two cleaners working for approximately two hours each.
Prices, quotations and anticipated cleaning times are based on the information provided by the customer and the reasonably expected condition of the property or premises.
Additional charges or cleaning time may be required for:
• Excessive clutter
• Heavy soiling
• Hoarding conditions
• Nicotine staining
• Pet contamination
• Construction or renovation dust
• Bodily fluids
• Human or animal waste
• Infestations
• Excessive grease
• Mould requiring specialist treatment
• Hazardous materials
• Conditions materially different from those described when booking
Where reasonably possible, Home Helpers will discuss additional work and charges with the customer before proceeding.
Services outside the standard cleaning specification may incur additional charges and may require a separate appointment.
These may include:
• Oven cleaning
• Fridge and freezer cleaning
• Carpet cleaning
• Upholstery cleaning
• Mattress cleaning
• Window cleaning
• Laundry services
• Ironing
• Bed and linen changes
• Pressure washing
• Gutter cleaning
• Exterior cleaning
• Deep cleaning
• Biohazard or specialist cleaning
• Emergency cleaning
Only services expressly included within a quotation or booking are included in the agreed price.
End of tenancy cleaning is intended to leave a property clean and presentable for incoming occupants and inspection.
Home Helpers cannot guarantee the return of a tenancy deposit because deposit decisions remain with the landlord, letting agent, inventory clerk, deposit scheme or property owner.
Any guarantee or re-clean arrangement specifically offered as part of an end of tenancy service will be subject to the conditions stated in the quotation or booking confirmation.
Where laundry or linen services are provided, customers should identify specialist, delicate, valuable or unusual items before they are submitted for cleaning.
Normal wear, existing stains, deterioration, colour loss, shrinkage or damage caused by pre-existing fabric conditions cannot always be prevented.
Customers using their own linen for Airbnb, hotel or holiday let services are responsible for maintaining sufficient stock levels unless linen supply or management has been specifically included in their agreement.
Home Helpers reserves the right to refuse, suspend or discontinue work where we reasonably believe the health or safety of our staff may be compromised.
This includes aggressive or threatening behaviour, unsafe premises, uncontrolled animals, hazardous substances, needles or sharps, serious infestations, illegal activity, bodily fluids requiring specialist treatment or any other material safety risk.
Customers must inform Home Helpers of known hazards before work begins.
All Home Helpers staff remain under the management and direction of Home Helpers.
Customers should raise scheduling, performance, service changes and employment-related matters directly with Home Helpers rather than making separate arrangements with individual cleaners.
Home Helpers may change the cleaner or team assigned to a property or contract where reasonably required.
Any concerns regarding a completed service should be reported as soon as reasonably possible and normally within 24 hours of completion.
Home Helpers must be given a reasonable opportunity to inspect and, where appropriate, rectify genuine cleaning issues before the customer instructs a third party to undertake remedial work.
Where a re-clean is agreed, access must be provided within a reasonable period.
Complaints relating to matters outside the agreed cleaning specification, insufficient time booked, pre-existing damage or issues that cannot reasonably be corrected through cleaning may not qualify for a re-clean.
Customers should notify Home Helpers before cleaning begins of fragile, valuable, specialist or unusually delicate items.
Any alleged damage caused during a service should be reported promptly and supported with reasonable evidence where requested.
Home Helpers will investigate reported incidents and deal with substantiated claims in accordance with applicable law and our insurance arrangements.
Home Helpers is not responsible for pre-existing damage, ordinary wear and tear, deterioration due to age, defective fittings, unstable items, manufacturer defects or damage resulting from conditions outside our reasonable control.
Home Helpers may periodically review its prices to reflect changes in wages, National Insurance, materials, equipment, fuel, travel, regulatory requirements and other operating costs.
Recurring customers will receive reasonable notice of material price changes.
Where a customer's service requirements, property, cleaning specification, frequency or workload materially changes, Home Helpers may review the applicable price.
Home Helpers may suspend or terminate services where there is persistent non-payment, repeated access failure, abusive or threatening behaviour, serious health and safety concerns, material breach of these terms or circumstances that make continued service unreasonable.
Where reasonably appropriate, Home Helpers will provide notice and an opportunity for the customer to resolve the issue.
Nothing in these terms prevents Home Helpers from taking immediate action where necessary to protect staff safety or respond to serious misconduct.
Home Helpers will provide its services with reasonable care and skill.
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.
Subject to applicable law, Home Helpers will not be responsible for indirect or consequential losses arising from matters outside the reasonable scope of the cleaning service.
Home Helpers is not responsible for pre-existing damage, normal wear and tear, deterioration, defective items or circumstances outside our reasonable control.
Home Helpers may update these Terms & Conditions from time to time.
The current version will be published on our website.
Where a material change affects an existing ongoing commercial or recurring service, reasonable notice will be provided where required.
By making a booking, accepting a quotation, instructing Home Helpers to commence services, or continuing to use an ongoing service, the customer confirms that they have read, understood and agreed to these Terms & Conditions.
Where a separate written contract, quotation or service agreement contains specific terms that differ from these general Terms & Conditions, the specifically agreed written terms will take precedence to the extent of that difference.
Home Helpers - Commercial & Domestic Cleaners Ltd
Gloucester • Cheltenham • Stroud • Tewkesbury • Cirencester • Forest of Dean • Cinderford • Coleford • Lydney • Newent • Ross-on-Wye • Brockworth • Quedgeley • Barnwood • Longlevens • Hucclecote • Innsworth • Churcham • Twigworth • Stonehouse • Dursley
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01452 452301
enquires@homehelpercleaners.com
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