Terms & Booking Policy

All work is quote-led and shaped around the property, condition, access, timing and level of detail required. Submitting an enquiry does not create a booking; a booking is confirmed only once the scope, date, price and practical arrangements have been agreed.

About these terms

These terms explain how The Homekeeping Collective handles cleaning enquiries, quotes and bookings. They are intended to be fair to customers while protecting the business from unclear scope, unsafe work and misdescribed property condition.

Services covered

Services may include home cleaning, deep cleaning, end-of-tenancy cleaning, after-builders cleaning, carpet cleaning, upholstery and sofa cleaning, mattress cleaning, property cleaning, serviced accommodation cleaning and hospitality cleaning.

Quotes and estimates

Quotes are bespoke and based on the information provided before confirmation, including property size, condition, access, rooms, timing, specialist extras and any photos supplied. If the property condition, access, size, contents or required work differs materially from the information provided, the quote, timing or scope may need to be adjusted before work continues.

Service times are estimates where appropriate. If the property condition or requested detail differs from the original enquiry, the appointment length, scope or quote may need to be reviewed. Any extras, specialist treatments or work outside the agreed scope should be agreed before they are carried out.

Booking confirmation

• Submitting an enquiry form does not confirm a booking.
• A booking is confirmed only when the agreed date, scope, price, access arrangements and any agreed payment or cancellation position have been accepted by both sides.
• Bookings remain subject to availability and safe working conditions.

Customer responsibilities

Customers should provide accurate property details, access instructions, postcode, parking information, property condition, risks, restrictions, pets, fragile items and any special requirements before the quote is confirmed.

Access, keys, alarms and pets

The property should be accessible at the agreed time, with utilities, parking and safe working conditions available where needed. Keys, alarm codes, entry instructions and pet arrangements should be agreed in advance. If access is delayed, unavailable or unsafe, the appointment may need to be shortened, rescheduled or cancelled.

Parking and charges

Any parking, congestion, toll or access charges should be discussed before confirmation. Where charges are unavoidable and were not disclosed before quoting, they may need to be added to the final price by agreement.

Payment terms

Payment method and timing should be confirmed before a booking is accepted. If payment has not been made as agreed, future appointments may be paused until the account is brought up to date.

Cancellations and rescheduling

If a booking needs to move or be cancelled, contact The Homekeeping Collective as early as possible. Any specific cancellation window, fee or rescheduling position should be made clear before the booking is confirmed. Where no specific fee has been agreed, the business will discuss the situation fairly and consider any appointment time, travel or preparation already committed.

UK consumer cancellation rights

Where a customer has a statutory right to cancel a distance or off-premises service booking, that right should be respected. If the customer asks for the service to start within a cancellation period, the customer may need to pay a reasonable amount for work already carried out and costs already incurred. This wording does not remove any legal rights that apply to the customer.

Property condition and extra charges

Heavy soiling, extra rooms, additional bathrooms, undisclosed pet hair or odour, heavy clutter, difficult access, additional furniture movement or specialist extras may affect the quote. Any adjustment should be discussed before extra work is carried out.

Heavy soiling and unsafe conditions

Unsafe materials, pests, sharps, bodily fluids, heavy mould, hazardous waste, biohazards, hoarding conditions or unsafe access are not included unless specifically agreed and safe to handle. Work may be declined, paused or rescheduled if conditions are unsafe.

Exclusions

Cleaning improves presentation and hygiene within the agreed scope. It does not repair damage, restore worn materials, remove all staining, remove trade waste, provide pest control, remediate mould, or guarantee landlord, inventory clerk, estate agent, guest review or third-party inspection outcomes.

Specialist fabric care

Carpet, sofa, upholstery and mattress cleaning are quoted according to the item, material, condition and access. Some marks, wear, odours or staining may not fully lift, especially where they are old, set-in, bleached, burned or material-related. Suitability may need to be assessed before work begins.

Damage, breakages and fragile items

Valuable, fragile, unstable or highly personal items should be moved or highlighted before the visit. Any accidental damage or breakage concern should be raised as soon as reasonably possible so it can be reviewed fairly. Existing damage, wear, poor installation, loose fittings or unstable items may limit what can safely be cleaned.

Satisfaction and complaints

If something does not look right, raise it as soon as reasonably possible, ideally before the area is used again or altered by another cleaner or contractor. The Homekeeping Collective should be given a fair opportunity to review the concern and, where appropriate, put it right within the agreed scope.

Right to refuse or stop work

Work may be refused, paused or stopped where the property is unsafe, access is unreasonable, the condition is materially different from the enquiry, payment terms are not met, or carrying out the work would put people, property or equipment at risk.

Photos and quality control

Photos may be requested to confirm scope, record property condition, support quality control or resolve a service concern. Public use of identifiable before/after photos should only happen with permission.

Limitation of liability

Nothing in these terms limits responsibility where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or a customer's statutory rights. Any limitation should be fair, proportionate and linked to the agreed service and actual loss.

Governing law

These terms are intended to be governed by the laws of England and Wales.

Contact

Questions about bookings or terms can be sent through the contact page or by email to hello@thehomekeepingcollective.co.uk.