Clean House Bristol – Terms and Conditions

1. Acceptance of Terms

By paying the deposit, the Client confirms that they have read, understood and accepted these Terms and Conditions in full. These Terms and Conditions apply to all confirmed bookings made with Clean House Bristol.

2. Quotation and Pricing

All quotations are based on the information provided by the Client regarding the property, including but not limited to the number of bedrooms, bathrooms, kitchens, living rooms, floors, furnishing status and overall condition.

If the information provided by the Client is incorrect or incomplete, Clean House Bristol reserves the right to revise the quoted price accordingly. If the actual condition of the property is significantly worse than described, an additional charge may apply. In such cases, a surcharge of £150 + VAT may be added to the final invoice.

If additional rooms or areas not previously declared are found at the property, additional charges will apply as follows:

• £50 for each additional bedroom

• £50 for each additional bathroom

• £50 for each additional living room / reception room

• £150 for each additional kitchen

If the Client does not agree to the revised price, those undeclared areas will not be cleaned.

All prices include 20% VAT unless otherwise stated.
VAT Number: 452205819

3. Deposit and Payment Terms

A 75% non-refundable deposit is required to secure the booking. A booking is only confirmed once the deposit has been received.

The remaining 25% balance will be invoiced after the cleaning has been completed and must be paid promptly.

If payment of the final invoice is overdue by more than 7 days, and no prior arrangement has been made with us, a late payment fee of £5 per day may be applied.

The deposit is non-refundable in all cases where:

• the Client cancels the service

• the Client provides incorrect or misleading information about the property

• the property is not in suitable condition for cleaning to proceed

• access cannot be provided

• the booking cannot go ahead due to circumstances caused by the Client

4. Scope of Service

Our cleaning service is provided based on the type of cleaning booked and the details included in the quotation.

Unless specifically quoted and agreed in writing, the following are not included in the standard service:

• carpet cleaning

• rubbish packing or removal

• house clearance

• blinds cleaning

• walls

• ceilings

• curtains

• exterior windows

• windows between panes

• conservatory roofs

• roof windows

• exterior areas such as gardens, garages, balconies or patios

• floor scraping

Any additional services must be quoted and agreed separately before the cleaning appointment.

5. Property Condition and Client Responsibilities

For end of tenancy, move-in / move-out, after students and after builders cleaning, the property must be ready for cleaning at the scheduled time.

The Client must ensure that:

• the property is free from personal belongings, rubbish, food and unnecessary obstructions

• the property is free from vermin

• excessive animal hair has been removed

• hot running water and electricity are available

• lighting is sufficient for the cleaning to be carried out safely and properly

• all sinks, wash basins, bathtubs, showers and drains are not blocked

• access to the property is provided on time

• the fridge and freezer are emptied and defrosted at least 24 hours before the appointment

If the fridge or freezer has not been emptied and defrosted in advance, our cleaners may be unable to clean it properly. In such circumstances, Clean House Bristol will not accept complaints or return visits relating to the fridge or freezer.

If the property is not in suitable condition for the service to be carried out, Clean House Bristol reserves the right to refuse or discontinue the service. In such cases, the deposit will not be refunded.

6. Access to the Property

The Client must ensure that our team can access the property at the agreed time. Ideally, access should be provided 5 to 10 minutes before the scheduled appointment.

We allow up to 30 minutes flexibility from the booked arrival time due to traffic or other operational delays. If there is a delay, we will contact the Client.

If access cannot be gained, or if our team is unable to begin work due to circumstances outside our control, the booking may be cancelled and the deposit will not be refunded.

7. Parking

The Client must ensure that parking is available for one vehicle for the duration of the appointment.

If the parking is permit-only, the Client must provide a valid permit.
If parking charges apply, these costs are the responsibility of the Client.

Where Clean House Bristol pays for parking on the Client’s behalf, the cost will be added to the final invoice.

8. Guarantee

Our 100% Guarantee applies only to end of tenancy cleaning services.

If the Client is not satisfied with the standard of cleaning, they must notify us within 48 hours of the original appointment by email, with clear details of the areas concerned and supporting photographs.

If the complaint is accepted, we will arrange one free re-clean of the reported areas within 48 hours of receiving the complaint, subject to access and availability.

The guarantee applies only where:

• the property was fully prepared for cleaning

• the relevant rooms and spaces were free from personal belongings, rubbish, food, vermin and excessive animal hair

• the issue relates only to the standard of cleaning performed by us

The guarantee does not apply:

• after 48 hours from the original appointment

• to verbal complaints made by phone or to cleaners on site

• where the property condition prevented proper cleaning

• to areas obstructed by personal belongings or furniture

• to move-in cleaning, deep cleaning, after builders cleaning or after students cleaning

• to carpet cleaning

• to permanent damage, wear and tear, staining, mould discolouration or issues that cannot be removed through cleaning

Clean House Bristol offers re-cleaning only. We do not offer refunds or discounts.

9. Complaints Procedure

All complaints must be submitted in writing by email.

We do not accept verbal complaints made:

• to cleaners

• by telephone

• to office staff without written follow-up

Only one re-clean request will be accepted per booking, and this must include a written report together with photographs of the areas requiring further attention.

10. Limitations and Exclusions

Clean House Bristol is not responsible for:

• pre-existing damage to any items, fixtures, fittings or surfaces

• fragile, delicate or damaged items

• deterioration caused by normal wear and tear

• results limited by the age or condition of the property

• stains, limescale, mould, burns, scratches or discolouration that cannot be fully removed by cleaning

• damage caused by unstable, worn, poor-quality or already damaged materials or fittings

We clean lampshades, light fittings and similar items with reasonable care, however due to their fragile and sometimes delicate nature, we cannot accept liability for damage unless caused by proven negligence.

We do not move large or heavy appliances, including but not limited to:

• washing machines

• dishwashers

• fridges

• freezers

We may move light furniture only where it can be done safely by one person.

Radiators are cleaned externally only.
Windows are cleaned internally only.
Extractor hoods are cleaned externally only and not internally for safety reasons.

We mop floors using standard professional cleaning methods. Floor scraping is not included unless agreed separately.

11. Special Conditions for Certain Services

Move-in / move-out cleaning, after builders cleaning, after students cleaning and deep cleaning services are not covered by our guarantee.

Carpet cleaning is also not covered by the guarantee. While we use professional products and methods, some deep, old or permanent stains may not be fully removable.

Mould treatment is carried out using appropriate cleaning products, however we do not guarantee full removal of deep or long-standing mould.

12. Refusal or Cancellation of Service

Clean House Bristol reserves the right to refuse, stop or cancel a service if:

• the property presents a health and safety risk

• the property description provided by the Client is inaccurate or misleading

• there is no access to electricity, water or adequate lighting

• third parties on site prevent our team from carrying out the work properly

• our staff are subjected to verbal abuse, threats, discrimination or unsafe behaviour

In such cases, the Client may be charged the full amount of the booking and any deposit paid will remain non-refundable.

13. General

These Terms and Conditions apply to all services unless otherwise agreed in writing.

Clean House Bristol reserves the right to update or amend these Terms and Conditions at any time without prior notice. The version in force at the time the deposit is paid will apply to the booking.