1. Definitions and Interpretation
2. About CLEENovationZ and Our Cleaners
CLEENovationZ Ltd is a domestic and commercial cleaning agency operating in London. Unlike many local competitors who introduce self-employed or subcontracted cleaners, our Cleaners are directly employed by the Company. We are responsible for their training, right-to-work checks, and (where applicable) DBS checks, and we direct and supervise the standard of work carried out at your Property.
This structure means the Company — not an individual contractor — is legally and commercially accountable for the standard, conduct, and reliability of every clean.
3. Bookings, Quotes and Pricing
All quotes are provided in GBP (£) and are inclusive of standard cleaning supplies unless stated otherwise. Prices quoted at the time of booking are confirmed in writing (email or WhatsApp) before the Service is carried out. The Company reserves the right to review its published rate card periodically; any change will not affect a Service already booked and confirmed.
3.1 Regular Domestic Cleaning (Weekly / Fortnightly / Monthly)
Regular domestic cleaning is charged on an hourly basis. Estimated hours are calculated from the number of bedrooms at booking and confirmed with the Client before the first visit. An additional charge applies for each bathroom beyond the first, at the rate confirmed at booking, which also extends the estimated duration of the visit.
There is no minimum contract term for regular domestic cleaning. The Client may cancel the ongoing arrangement at any time, subject to the cancellation notice period set out in Section 5.
3.2 One-Off Standard Cleaning and Deep Cleaning
One-off Standard and Deep Cleans are charged on an hourly basis at the applicable rate for that service tier, with estimated hours confirmed at booking based on property size. Deep Cleaning covers a more thorough scope of work (including areas not reached during a standard visit, such as behind appliances, skirting boards, and limescale removal) and is priced and timed accordingly.
Where the actual time required on the day materially exceeds the estimate due to the condition of the Property, the Cleaner or the Company will contact the Client before continuing work beyond the quoted hours, so the Client can approve any additional charge.
3.3 End of Tenancy (EOT) Cleaning
End of Tenancy cleaning is charged as a fixed price, determined by property size (studio, 1-bed, 2-bed, 3-bed, or 4-bed) and confirmed before booking. The fixed price is not affected by the actual time taken to complete the clean, provided the Property’s condition and access are consistent with what was described at the time of booking.
EOT cleaning to a room within a shared flat (flatshare) is quoted individually rather than from the standard fixed-price table, and will be confirmed with the Client in writing before the visit is booked.
A written checklist of the areas covered by the EOT clean will be provided to the Client (or their letting agent/landlord) on request.
End of Tenancy cleans carry a 48-hour re-clean guarantee: if the Client reports an issue with the standard of clean within 48 hours of completion, the Company will return to correct it at no additional charge, subject to Section 8.
The re-clean guarantee is voided if personal belongings remain at the Property at the time of the EOT clean. End of Tenancy cleaning assumes a fully vacated, empty Property; the presence of furniture, possessions, or other items belonging to the outgoing occupant prevents the Cleaner from accessing and cleaning all relevant areas to the required standard, and the Company cannot guarantee or be held responsible for the result in those circumstances.
3.4 Airbnb / Short-Let Turnaround Cleaning
Airbnb and short-let turnaround cleaning is quoted individually per property, reflecting property size, turnaround time between guest checkout and check-in, and any linen or restocking requirements. Hosts should contact the Company via WhatsApp to obtain a quote and agree a recurring schedule.
Where a turnaround clean is time-critical (i.e. tied to a guest check-in time), the Client must notify the Company of the required completion time at the point of booking. The Company will use reasonable endeavours to meet this time but cannot guarantee it where access is delayed by a departing guest, unless a buffer has been agreed in advance.
3.5 Commercial / Office Cleaning
Commercial cleaning (offices and small business premises) is quoted individually following a site assessment, reflecting the size of the premises, frequency required, and any specialist requirements (e.g. washroom supplies, key-holding, out-of-hours access).
3.6 Add-On Services and Surcharges
4. Access to the Property
The Client must ensure the Cleaner has access to the Property at the agreed time, whether by being present, providing entry codes/keys in advance, or arranging access through a third party (e.g. letting agent, concierge, key safe).
Where the Company holds keys on the Client’s behalf, keys are logged, stored securely, and are not labelled with the Property address.
If the Cleaner cannot gain access at the agreed time through no fault of the Company, this may be treated as a late cancellation by the Client and charged accordingly (see Section 5).
The Company does not apply a fixed liability cap for lost, stolen, or misused keys. Any such incident is assessed individually and is covered under the Company’s Public Liability Insurance, subject to the terms and limits of that policy (see Section 9).
5. Cancellations and Rescheduling
5.1 Regular Domestic Cleaning
The Client may reschedule or cancel a scheduled visit free of charge by giving at least 48 hours’ notice before the appointment time. Where less than 48 hours’ notice is given, a charge of 50% of the value of that visit applies.
5.2 One-Off, Deep, and End of Tenancy Cleaning
The Client may reschedule or cancel a booking free of charge by giving at least 48 hours’ notice before the scheduled appointment. Where less than 48 hours’ notice is given, a charge of 50% of the agreed price for that booking applies, reflecting the Cleaner time already reserved.
5.3 Cancellations by the Company
The Company reserves the right to reschedule a booking in the event of Cleaner illness or other unforeseen circumstances, and will give the Client as much notice as possible together with an alternative appointment time at no additional charge.
6. Payment Terms
Payment is currently accepted by bank transfer or cash, payable on the day of the Service unless otherwise agreed in writing. An invoice is issued for every completed Service.
For regular domestic clients on a recurring schedule, payment is due for each visit unless an alternative billing arrangement (e.g. monthly invoicing) has been agreed in writing with the Company.
Where an invoice remains unpaid more than 7 days after the due date, a flat late payment fee of £25 applies in addition to the outstanding amount.
7. The Verified Clean Report
Following every Service, the Company provides the Client with a Verified Clean Report: a branded PDF containing before-and-after photographs taken by the Cleaner, documenting the standard of work completed. This is a photographic evidence record and is not represented as being generated by artificial intelligence or an automated scoring system.
Photographs are taken of the work carried out and are not intended to capture identifiable personal belongings, documents, or people. The Client may request that specific areas be excluded from photographic documentation by notifying the Company in advance.
Verified Clean Reports for End of Tenancy cleans may be shared by the Client with their landlord or letting agent as evidence of the standard of clean carried out.
8. Re-Clean Guarantee and Complaints
If the Client is not satisfied with any area of a completed Service, they should notify the Company as soon as possible, with photographic evidence where practical, so the Company can arrange a return visit to correct the issue at no additional charge, subject to the notification being made within the guarantee window applicable to that Service type (see Section 3.3 for End of Tenancy cleans).
Complaints are acknowledged promptly and handled directly by the Company; the Client is not required to negotiate directly with the individual Cleaner.
The re-clean guarantee does not cover damage, pre-existing wear and tear, or issues arising from matters outside the agreed scope of the Service (for example, mould or staining that requires specialist treatment beyond a standard or deep clean).
9. Liability and Insurance
The Company holds Public Liability Insurance and, as an employer, Employers’ Liability Insurance, covering accidental damage to the Client’s property and injury caused by a Cleaner in the course of their work, subject to the terms and limits of those policies.
Public Liability Insurance cover: £5,000,000 via Markel (Policy No. CE76418). Employers’ Liability Insurance cover: £10,000,000 via Markel (Policy No. CE76418).
Any damage to the Property or its contents must be reported to the Company within [to be confirmed] of the Service being completed. Claims reported after this window may be more difficult to substantiate as caused by the Service, rather than pre-existing or arising afterwards.
The Company’s liability for any claim is limited to the value of the Service to which the claim relates, except in respect of death or personal injury caused by negligence, or any other liability that cannot be excluded or limited under English law.
10. Health, Safety and Property Conditions
The Client should inform the Company in advance of any pets at the Property, so the Cleaner is aware — this has no impact on price but helps the Cleaner plan the visit safely and considerately.
The Client should also inform the Company of any known hazards at the Property (e.g. structural issues, pest problems, hazardous materials) before the Service is carried out. The Company reserves the right to decline or pause a Service where conditions at the Property present a health and safety risk to the Cleaner.
Cleaning products used are selected and handled in accordance with COSHH (Control of Substances Hazardous to Health) guidance. Clients with specific sensitivities or allergies should notify the Company in advance.
11. Data Protection and Privacy
The Company processes personal data (such as name, contact details, and Property access information) in order to provide the Service, in accordance with UK GDPR and the Data Protection Act 2018. Further detail is set out in the Company’s separate Privacy Notice.
ICO registration reference: ZC184535. Registered 29 June 2026, expires 28 June 2027.
12. Force Majeure
The Company shall not be liable for any failure or delay in performing a Service caused by circumstances beyond its reasonable control, including but not limited to extreme weather, transport disruption, or government restrictions. Where reasonably possible, the Company will offer the Client an alternative date at no additional charge.
13. General
These Terms & Conditions are governed by the laws of England and Wales, and any dispute is subject to the exclusive jurisdiction of the courts of England and Wales.
The Company may update these Terms & Conditions from time to time; the version in force at the time a booking is confirmed applies to that booking.
Nothing in these Terms & Conditions affects the Client’s statutory rights under the Consumer Rights Act 2015 (for domestic consumers) or other applicable consumer protection legislation.