Terms Of Service

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 24 hours before.
• 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.
• 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 an estimate based on average completion times.
• The final invoice will reflect the actual hours worked.
• 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, 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.
• Parking fees, congestion charges, or other access-related costs will be added if applicable.

Clean Efficiency Requests

If the client requests a time-prioritised or “Efficient Clean” prior or during an ongoing cleaning session, the cleaner may proceed under the following conditions:

• The client must explicitly confirm (verbally and in writing, e.g. via text or email) that they understand this clean will prioritise speed over detail, and that some areas may be skipped or only lightly cleaned.

• By making this request, the client waives the right to dispute or request compensation for missed areas, provided reasonable effort was made within the time.

• The cleaner will document this consent with a timestamped note or message for record-keeping.

If written confirmation is not provided, the cleaner may choose to continue the clean as originally agreed or pause the service until clarification is received.