Effective Date: 11 November 2023
Company Name: Pro Cleaners London
Service Area: Central and North London
1. General
1.1. All cleaning services are charged per hour and depend on the type of cleaning required. Estimates are based on property details such as the number of bedrooms, bathrooms, WCs, en-suites, utility rooms, and floors.
1.2. Services are delivered by a professional cleaning team. The number of cleaners assigned does not affect the quoted price.
1.3. Pro Cleaners London reserves the right to amend the initial quotation if the Client’s requirements change.
1.4. A £20 (excl. VAT) fee applies if key collection is required from outside the scheduled cleaning area or more than a 10-minute walk away.
1.5. Quoted prices exclude upholstery and carpet cleaning, amenities cleaning, ceiling and wall cleaning, blinds, balconies, terraces, patios, gardens, and exterior window cleaning.
1.6. Venetian blind cleaning is not automatically included in end-of-tenancy cleaning. This can be added at £10 (excl. VAT) per item.
1.7. The quoted price does not include cleaning of ovens and fridge freezers. These appliances incur extra charges.
1.8. A minimum 3-hour slot is required within the London area to account for travel time.
2. Payments
2.1. A non-refundable deposit of £20 is required at the time of booking, payable by card over the phone.
2.2. The remaining balance will be invoiced to the client up to one day prior to our visit and must be settled before the cleaning service takes place, unless otherwise agreed in writing.
3. Liability
Pro Cleaners London shall not be liable for any loss, damage, cost, or delay arising from:
3.1. Events beyond our control, including but not limited to severe weather, flooding, power outages, or restricted access to the property.
3.2. Pre-existing damage such as old stains, burns, or marks that cannot be removed using standard cleaning methods. Each case will be evaluated singularly, and an extra fee might be applied.
3.3. Unsatisfactory results caused by the Client or third parties walking on wet floors or using cleaned areas/appliances before drying won’t be covered by our satisfaction guarantee.
4. Miscellaneous
4.1. Time estimates are provided as guidance only and may vary depending on property condition.
4.2. Prices exclude removal of debris or waste from tradesmen or building work unless agreed in writing.
4.3. While we aim to arrive on time, delays may occur due to transport or other unforeseen issues.
4.4. If a cleaner cannot attend, we will provide a replacement and notify the Client as soon as possible.
4.5. Fragile and valuable items should be removed or secured prior to cleaning. We only remove trash that is properly disposed and clearly labelled as such.
4.6. Clients are responsible for supervising the property and securing all valuables during cleaning.
4.7. This agreement does not confer rights on third parties under the Contracts (Rights of Third Parties) Act 1999.
4.8. Pro Cleaners London reserves the right to amend these Terms and Conditions at any time. Updated versions apply to new bookings only.
5. Cancellations
5.1. Cancellations must be made at least 48 hours in advance by phone or email.
5.2. Cancellations made with less than 48 hours’ notice forfeit the £20 deposit.
5.3. The full service fee will be charged if:
- Our cleaners are unable to access the property for reasons beyond our control.
- Keys provided fail to open the property without special effort.
- The Client cancels after the cleaners have arrived.
6. Client Responsibilities
6.1. Fridges and freezers must be defrosted before cleaning.
6.2. The property must have running hot water, electricity, and adequate lighting.
6.3. Personal belongings must be removed prior to cleaning. Failure to do so may result in cancellation or additional charges.
7. Exclusions
7.1. Rubbish removal is not included in end-of-tenancy cleaning unless otherwise agreed.
7.2. Mould removal is not guaranteed but will be attempted where possible.
8. Cleaning Equipment and Products
8.1. Our team provides all necessary cleaning materials and equipment to complete the service, except mop and vacuum cleaner.
9. Parking and Congestion Charges
9.1. The Client must provide a parking space, valid permit, or pay for metered parking for one vehicle, if necessary for the completion of the service.
9.2. The Client is responsible for any parking penalties resulting from their actions.
9.3. For properties within the London Congestion Zone, a £15 charge applies for services carried out between 07:00–18:00, Monday–Friday.
10. Refund Policy
10.1. Our services include a 48-hour re-clean guarantee; therefore, refunds are not provided.
10.2. Refunds are issued only for cancellations made within the required 48-hour notice period.
11. Complaints
11.1. Services are deemed satisfactory unless a written complaint is received within 48 hours of completion.
11.2. Complaints must be submitted via email.
11.3. We will investigate all valid complaints and, where necessary, re-clean the affected areas.
11.4. Clients must allow our team to return and address issues. Refusal voids the guarantee.
11.5. If additional work (e.g., construction or repairs) occurs after cleaning, a £40 recovery cleaning fee applies.
11.6. Only areas included in the original booking are covered by the guarantee. Requests made after the 48-hour window will incur a £40 charge.
12. Claims
12.1. Clients must inspect work upon completion. Any issues must be raised immediately for rectification.
12.2. If no one is present at the time of completion, no claims can be made afterward.
13. Governing Law
13.1. These Terms are governed by the laws of England and Wales.
13.2. The Terms comply with the Consumer Rights Act 2015, ensuring fairness and transparency.
14. Maintenance Cleaning Overview
🧹 General Areas
- Dusting of surfaces, furniture, shelves, and décor
- Vacuuming carpets and rugs
- Sweeping and mopping floors
- Emptying bins
- Cleaning mirrors and glass
- Tidying and straightening soft furnishings
🍽 Kitchen
- Wiping and disinfecting countertops
- Cleaning exterior of appliances
- Wiping cupboard doors and handles
- Cleaning sinks and taps
- Sweeping and mopping floors
- Taking out rubbish and replacing liners
🚿 Bathroom(s)
- Cleaning and disinfecting toilet, sink, shower, and bathtub
- Wiping mirrors and glass
- Cleaning tiles and taps
- Emptying bins and mopping floors
🪟 Additional Touches (as applicable)
- Wiping light switches and door handles
- Spot-cleaning walls or doors
- Light dusting of skirting boards and vents
⚙️ Not Included (unless part of deep cleaning)
- Inside ovens or fridges
- Inside cupboards or drawers
- Interior windows
- Carpet or upholstery shampooing
- Moving heavy furniture
- Plughole and rust stain removal