Terms and Conditions
1. Introduction
By booking with Sanitary Cleans, you agree to these Terms. We reserve the right to update them at any time.
2. Payment Terms
A 25% deposit secures your booking. The balance (75%) is due immediately after service completion.
The minimum booking duration is 2 hours.
Any discounts applied are valid only for services confirmed at the time of booking. Additional requests made after confirmation will be charged at the standard full rate.
3. Deposit Refund Policy
Fully refundable if cancelled 48+ hours before the appointment.
No refund if cancelled less than 48 hours before.
The deposit is non-refundable and will be retained by Sanitary Cleans if the cleaner is unable to gain access to the property at the scheduled time due to client inactivity, unprovided keys, or failure to communicate access instructions.
Payments accepted via bank transfer, debit/credit card.
Delay of payments 7 days after completion we will begin formal proceedings to recover the debt, which may include additional fees.
4. Cancellations
We may cancel or reschedule due to unforeseen circumstances (e.g., staff illness, severe weather). Clients will receive a refund or alternative date.
5. Cleaning Equipment and Products
Our cleaners bring all standard cleaning products required for the service unless otherwise agreed. However, due to transport limitations, the client is responsible for providing a working vacuum cleaner and mop at the property. If these are not available, the client must request provision in advance. Equipment provision is subject to availability, transport constraints, and is not offered for General Cleaning services under any circumstances. Requests made less than 24 hours before the scheduled appointment may be declined. If accepted, a minimum fee of £15 will apply, which may vary depending on the client’s location. This fee must be paid in full prior to the appointment. Failure to pay this fee in advance may result in the termination of the scheduled cleaning service, and the client may still be liable for any incurred charges. The client must ensure a toilet brush is available at the property for hygienic and effective toilet cleaning. If a toilet brush is not provided, cleaning of the toilet will be carried out at the cleaner’s discretion and may be limited or declined. If this condition is not acceptable, either party reserves the right to terminate the cleaning session, in which case the client will be charged for all time worked up to the point of termination.
6. Access & Requirements
Clients must ensure clear, safe access to the property.
If access is unavailable, the full service fee applies.
In the event the cleaner cannot gain access due to client inactivity or failure to provide entry instructions, the deposit paid will be retained as a fee for the loss of the scheduled appointment time.
Running water, electricity, and adequate lighting are required.
Cleaners will bring their own cleaning products unless otherwise agreed. However, due to transport limitations, clients are expected to provide a vacuum cleaner and mop. If these are unavailable, clients must request provision in advance, which is subject to availability and transport constraints.
7. Right to Terminate Services
We reserve the right to terminate services if:
The property’s condition exceeds the agreed scope.
The premises are unsafe or hazardous.
Staff face abuse, harassment, or inappropriate behaviour.
Illegal activities are discovered. If services are terminated, the client is liable for costs up to the termination point. If the client terminates the clean before the cleaner has stated that they have completed the clean, the client waives the right to dispute or request compensation for missed areas, provided reasonable effort was made during the time.
8. Liability & Insurance
We hold public liability insurance covering accidental damage.
We are not liable for:
Pre-existing damage.
Issues from poor structural integrity.
Undisclosed high-value or sentimental items. Accidental Damage: Issues must be reported within 24 hours of service completion.
9. Satisfaction Guarantee & Complaints
Complaints must be raised within 24 hours to qualify for a free re-clean (unchanged scope).
Complaints after 24 hours may not be eligible.
10. Customer Obligations
Clients agree to:
Provide accurate property details.
Secure valuables before service.
Inspect the property upon completion and raise concerns immediately.
11. Governing Law
These Terms follow the laws of England and Wales. Disputes will be resolved through negotiation or legal proceedings in England and Wales.
12. Pricing & Final Invoice Policy
The initial quote is a fixed price based on the confirmed scope of work and agreed duration.
The final invoice will reflect the confirmed price, plus any pre-approved additional charges (e.g., out-of-scope work).
Clients will be informed before any significant adjustments such as the change of the service due to the scope.
13. Out-of-Scope Services & Additional Charges
Examples of out-of-scope work (may incur extra charges such as charging at the appropriate scope rate):
Extreme mould removal, pest control, or extreme neglect cleaning.
Carpet shampooing unless opted, upholstery cleaning such as sofas mattresses etc , or appliance disassembly.
Cleaning biohazards or removing waste without prior agreement.
Re-cleaning due to post-service damage or occupancy.
Removing adhesive off walls or glass in any cases.
Handling of any household goods
Cleaning the sash of the window
Indoor doors & walls (tile walls excluded) with paint finish Handling Out-of-Scope Requests:
Out of scope requests will not be carried out by our cleaners unless approved case by case when requested.
Additional services will be assessed, and a revised quote provided.
Work proceeds only with client approval.
If declined, we are not liable for incomplete outcomes related to excluded tasks. Additional Charges:
Unexpected conditions (e.g., excessive dirt or clutter) may incur extra fees or require rescheduling.
Congestion charges, or other access-related costs will be added if applicable.