Terms and conditions

Last updated: September 2026

These Terms & Conditions apply to domestic cleaning services provided by Cleanify Cleaning Services Ltd (“Cleanify”, “we”, “us” or “our”).

By booking a cleaning service with Cleanify, you agree to these Terms & Conditions.

1. Our Services

Cleanify provides domestic cleaning services including regular cleaning, one-off cleaning, deep cleaning, end-of-tenancy cleaning and other household cleaning services agreed at the time of booking.

The service, duration, frequency and price applicable to your booking will be confirmed when your booking is made.

We will provide our services with reasonable care and skill.

2. Bookings

Bookings may be made online, by telephone, email, message or through our booking system.

Your booking confirmation will normally include the date, time, duration and price of your service.

For regular cleaning customers, bookings will continue at the agreed frequency until cancelled by either you or Cleanify in accordance with these Terms.

All bookings are subject to availability.

3. Payment

A valid debit or credit card must be registered with our booking system before services are provided.

Your registered card will automatically be charged after your cleaning service has been completed.

By booking with Cleanify and providing your payment details, you authorise us and our payment provider to charge your registered payment method for:

Cleaning services completed
Additional services or cleaning time you have agreed to
Applicable cancellation charges
Applicable property access or lock-out charges
Any other charges agreed under these Terms

You are responsible for ensuring your payment details remain valid and up to date.

If a payment fails, we may contact you to arrange payment and may pause future bookings until any outstanding balance has been settled.

4. Pricing

The price of your cleaning service will be confirmed when your booking is made.

Where your service is charged according to time, the price will be based on the cleaning time booked or provided.

If additional cleaning time or services are required, we will seek your agreement before carrying out additional chargeable work wherever reasonably possible.

We may change our prices from time to time. Regular customers will be given reasonable notice before any price change takes effect.

5. Cleaning Time

Bookings are based on an agreed amount of total cleaning labour time.

Where one cleaner attends, they will normally complete the full booked duration.

Where two or more cleaners attend, the booked cleaning time may be divided between them.

For example, 2 hours of cleaning may be provided by one cleaner for 2 hours or two cleaners for approximately 1 hour each.

The total cleaning labour time remains the same.

6. Regular Cleaning Services

We will make reasonable efforts to provide consistency for regular customers, including maintaining your usual cleaner, day and time where reasonably possible.

However, we cannot guarantee that the same cleaner will attend every appointment.

Changes may occasionally be necessary due to staff sickness, annual leave, emergencies, staffing changes or other operational requirements.

Where your regular cleaner is unavailable, we may provide another suitably appointed cleaner.

We will make reasonable efforts to notify you of significant changes and arrange suitable alternatives where possible.

7. Cancellation Policy

We understand that plans change. If you need to cancel your booking, please let us know as soon as possible.

Our cancellation policy is:

More than 48 hours before your booking: No cancellation charge
Between 24 and 48 hours before your booking: 50% of the scheduled booking price
Less than 24 hours before your booking: 100% of the scheduled booking price

These charges reflect the cleaning time and staff availability reserved for your appointment and the difficulty of reallocating this time at short notice.

Where a cancellation charge applies, you authorise Cleanify to charge the applicable amount to the payment card registered to your account.

We understand that genuine emergencies and exceptional circumstances can occur. We may waive or reduce a cancellation charge at our discretion where we consider this reasonable.

Nothing in this section affects your statutory consumer rights.

8. Rescheduling

You may request to reschedule an appointment up to 24 hours before your scheduled booking time.

We will do our best to accommodate your preferred alternative date and time. However, all rescheduled appointments are subject to availability.

We cannot guarantee your preferred alternative date, time or usual cleaner.

Requests to reschedule with less than 24 hours’ notice may be treated as a late cancellation and the applicable cancellation charge may apply.

Rescheduling an individual appointment does not permanently change your regular cleaning slot. Any permanent change to your regular day, time or frequency must be agreed separately with Cleanify.

9. Property Access

It is your responsibility to ensure that our cleaner can safely access your property at the agreed time.

Access may be provided by:

You or another authorised person being present
A key supplied to Cleanify
A key safe
Concierge or reception access
Another access arrangement agreed with us

If our cleaner attends your property but cannot gain access, we will make a reasonable attempt to contact you.

If access cannot be obtained within a reasonable period and the clean cannot proceed, up to 100% of the scheduled booking price may be charged to reflect the cleaner’s reserved time and attendance at the property.

This may include situations where:

Nobody is available to provide access
A key has not been left as agreed
A key safe code is incorrect or unavailable
A supplied key does not work
Building, concierge or security access has not been arranged
Another access issue outside Cleanify’s reasonable control prevents the service from being provided

Delayed Access

If access is delayed but our cleaner is eventually able to enter the property, the appointment will normally still finish at the originally scheduled end time.

We cannot guarantee that all scheduled cleaning tasks will be completed where cleaning time has been lost because of delayed access.

Keys & Security Information

Where you provide Cleanify with keys, access codes or other security information, we will take reasonable steps to keep them secure and use them only for the purpose of providing your cleaning service.

Please notify us promptly if your access arrangements change.

10. Cleaning Products & Equipment

Unless otherwise agreed, Cleanify will provide the cleaning products and equipment reasonably required to complete your service.

Please tell us before your appointment if your property contains:

Specialist surfaces
Delicate materials
Antique or particularly valuable items
Surfaces requiring manufacturer-specific products
Product sensitivities or allergies
Anything that should not be cleaned using standard cleaning products

Where you ask us to use products or equipment supplied by you, you are responsible for ensuring they are safe and suitable for their intended use.

11. Scope of Cleaning

Our cleaners will complete the tasks included within the service booked and within the cleaning time available.

Where there is more work than can reasonably be completed within the booked time, our cleaner will prioritise the agreed tasks.

We cannot guarantee that every requested task will be completed within a fixed amount of cleaning time.

Additional cleaning time may be requested, subject to availability and additional charges.

12. Health & Safety

You must provide a reasonably safe working environment for our cleaners.

Please notify us before the appointment of any known hazards.

Our cleaners may refuse to undertake work that they reasonably believe presents an unacceptable health or safety risk, including:

Hazardous substances
Needles or sharps
Significant biological waste
Unsafe electrical equipment
Unsafe heights
Aggressive or dangerous animals
Unsafe structural conditions
Other significant hazards

Where reasonably possible, we will discuss alternative arrangements with you.

13. Pets

Please let us know if pets will be present during your cleaning appointment.

You remain responsible for ensuring that pets do not present a danger to our cleaners or prevent the service from being completed safely.

Where necessary, we may ask that a pet is kept in a separate area while cleaning takes place.

14. Breakages & Damage

Our cleaners are expected to exercise reasonable care while working in your property.

If you believe something has been damaged during a Cleanify appointment, please notify us as soon as reasonably possible.

Where possible, please provide photographs and any other information that will help us investigate what happened.

Please inform us before cleaning begins about particularly fragile, valuable or irreplaceable items and any surfaces requiring specialist treatment.

We will investigate reported damage fairly and respond appropriately.

Nothing in these Terms excludes or limits liability where doing so would be unlawful or affects your statutory consumer rights.

15. Problems With Your Clean

We want you to be happy with the service you receive.

If you believe something has been missed or the service has not been completed to the expected standard, please contact us as soon as reasonably possible, preferably within 24 hours of your appointment.

Where possible, please provide photographs of the affected areas.

We will investigate your concern and, where appropriate, may:

Arrange for the affected area to be cleaned again
Provide an appropriate price reduction or account credit
Agree another reasonable solution with you

Contacting us within 24 hours helps us investigate and resolve issues quickly, but this does not affect your statutory consumer rights.

16. Valuable & Personal Items

We recommend that valuable, fragile, sentimental or irreplaceable items are stored safely before your cleaning appointment.

Cleanify will not be responsible for damage or loss unless it results from a failure by Cleanify or the person providing the service on our behalf to exercise reasonable care and skill, or where liability cannot lawfully be excluded.

17. Our Cleaning Team

Cleanify may provide services through employees, workers or appropriately appointed contractors.

Your cleaner may occasionally change due to sickness, holidays, staffing changes or operational requirements.

Cleaners may work individually or as part of a team.

18. Behaviour Towards Our Team

We expect our customers and team members to treat each other with respect.

We will not tolerate threatening behaviour, abuse, harassment, discrimination, sexual harassment, violence or intimidation towards members of our team.

Where we reasonably consider that a member of our team is at risk, we may remove them from the property and suspend or terminate the service.

Where immediate termination is necessary because of serious behaviour or safety concerns, we may do so without the usual notice period.

19. Direct Engagement of Cleanify Staff

Our cleaners are recruited, trained, managed and supplied to customers by Cleanify.

Customers must not knowingly attempt to circumvent their relationship with Cleanify by directly engaging a current Cleanify employee or worker to provide substantially the same cleaning services privately.

If a member of our team approaches you offering private cleaning services that would replace your Cleanify service, please let us know.

20. Ending a Regular Cleaning Service

You may end your regular cleaning service by contacting Cleanify.

Unless otherwise agreed as part of your specific service arrangement, we ask for 14 days’ notice when ending an ongoing regular cleaning service.

Cleanify may also end an ongoing regular service by providing reasonable notice.

We may suspend or terminate a service immediately where there are serious grounds, including:

Threatening or abusive behaviour
Unsafe working conditions
Repeated payment failures
Repeated failure to provide access
Serious breach of these Terms

21. When Cleanify Cancels or Reschedules

Although we make every effort to fulfil confirmed appointments, there may occasionally be circumstances where we need to cancel, reschedule or change your cleaner.

Where this happens, we will make reasonable efforts to:

Notify you as soon as possible
Arrange alternative cover
Offer an alternative appointment where appropriate

You will not be charged for cleaning time that Cleanify does not provide unless another arrangement has been agreed with you.

22. Circumstances Outside Our Reasonable Control

Neither you nor Cleanify will be responsible for failure or delay caused by circumstances genuinely outside reasonable control.

These may include severe weather, major transport disruption, emergency situations, serious illness, government restrictions or other exceptional circumstances.

Where such circumstances affect your service, we will communicate with you and make reasonable efforts to arrange an alternative.

23. Statutory Cancellation Rights

Where you enter into a contract with Cleanify online, by telephone or otherwise at a distance, you may have a statutory right to cancel the contract within 14 days without giving a reason.

This statutory right is separate from our normal appointment cancellation policy.

If you ask us to begin providing cleaning services during this 14-day period, you expressly request that we begin providing the service before the cancellation period has expired.

If you subsequently exercise a statutory right to cancel after services have begun, you may be required to pay for the proportion of services already provided.

Where the service has been fully performed during the cancellation period following your express request and acknowledgement, your statutory cancellation right may end once the service has been fully performed.

Nothing in these Terms affects your statutory rights.

24. Personal Information & Privacy

Cleanify processes personal information in accordance with applicable UK data protection law.

We may use your information for purposes including:

Managing your bookings
Providing cleaning services
Processing payments
Communicating with you
Managing your customer account
Handling complaints
Maintaining business records
Meeting our legal and regulatory obligations

Further information about how we collect, use and protect your personal information can be found in our Privacy Policy.

25. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes to our services, operating procedures, legal obligations or regulatory requirements.

Where a change materially affects an existing regular customer’s rights or obligations, we will provide reasonable notice before the change takes effect.

26. Complaints & Contact Details

If you are unhappy with any aspect of your service, please contact us so we have an opportunity to investigate and resolve the issue.

Cleanify Cleaning Services Ltd
The Hive
6 Beaufighter Road
Weston-super-Mare
BS24 8EE

Email: hello@cleanifyuk.co.uk
Telephone: 01934 268 112

We will investigate complaints fairly and aim to respond within a reasonable period.

27. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.