Terms & Conditions For One-Time Clients

We are delighted to welcome you as a client. This document outlines the terms that protect both your peace of mind and our team’s time, energy, and integrity.
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Booking & Payment

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Booking & Initial Contact

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You can book with us via our website, email, WhatsApp, social media, or phone. During the booking process, we’ll ask a few questions about your needs and the condition of the property. We may request photos or schedule a short video call to provide an accurate quote. In some cases, we may recommend a site visit.

To secure your booking, a 50% deposit is required. For last minute bookings, a 100% deposit may be required. Our full payment and cancellation policies are outlined below.

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If your clean includes a freezer, please ensure it is fully defrosted before our arrival. If it is not, we may be unable to clean it as part of the scheduled service.

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Deposit & Payment Terms

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• All bookings must be confirmed in writing and secured with a deposit. If the deposit is not received by the agreed time, we cannot guarantee that the service will go ahead.

• For end-of-tenancy cleans, the remaining balance must be paid by the evening before the scheduled service, unless alternative arrangements have been made in writing.

• We accept bank transfers or cash. 

• You may receive a reminder about any outstanding balance prior to your appointment.

• We reserve the right to refuse to begin the clean if payment has not been received.​​

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Scope of Service & Expectations

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What’s Included (and What’s Not)

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Our standard End of Tenancy clean scope:

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Included (unless otherwise agreed):

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• Kitchen: cupboards (inside and out), worktops, oven, hob, extractor fan, splashbacks, sink, fridge (if defrosted), microwave, floors

• Bathrooms: toilet, sink, bathtub/shower, tiles, taps, mirrors, descaling, floors

• Bedrooms and living areas: vacuuming, mopping, internal windows and sills, skirting boards, light switches, door handles

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Not included unless pre-agreed (charged separately):

 

• Carpet or upholstery cleaning

• Wall washing

• Garden, balcony, or patio areas

• External windows

• Blinds

• Decluttering or large-scale rubbish removal

• Freezer defrosting

• Mould or pest treatment

• Biohazard cleaning (including bodily fluids, faeces, needles)

• Heavy limescale removal or blocked drains

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If you are booking a non end of tenancy one time clean, the scope may differ.

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We will discuss the scope of the clean with you during your consultation, which may vary from the outline above.

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We do not wash or paint full wall surfaces or ceilings due to the risk of damaging paintwork or finishes. Light spot-cleaning may be carried out at our discretion, such as gentle wiping of handprints or minor marks on walls, doors, skirting boards, switches, and sockets using non-abrasive methods. We cannot guarantee full removal of marks, as results vary based on surface type and condition, and aim to use gentle methods that reduce damage risk. We are not liable for any damage to unsealed, worn, or fragile finishes, especially where we have not been informed in advance.

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Cleaning Duration & Capped Jobs

 

We always aim to estimate cleaning times as accurately as possible. However, the actual time required may vary due to unforeseen conditions or factors in the property.

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If it becomes clear that more time is needed:

 

• We will inform you during the service.

• Additional time will only be added and charged with your consent. 

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If you’ve booked a capped (timed) session, we’ll work with you to identify your priority areas and focus on those first. It’s important to recognise that:

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• Not all areas may be completed within the time limit.

• Some areas may receive limited or no attention, depending on your preferences and the scope of the job.​

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Realistic Expectations

 

We kindly request that all customers maintain realistic expectations regarding the scope of cleaning services, especially concerning the time booked. It’s essential to note that older items or fittings may not be cleanable to a pristine standard and might exhibit stains or damage that cleaning alone cannot address.

 

During our initial consultation, we will discuss in-depth your priorities and expectations. If you opt for a timed package with a capped limit, please be advised to have a realistic view of the amount of work that can be accomplished within this period. We strive to complete as much as possible within the allotted time, but it's important to recognise the limitations.

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Should your preferences evolve during the cleaning process, we are flexible and happy to shift our focus. However, please note that such adjustments may impact the overall progress and coverage, meaning some areas may receive less or no attention to meet your new priorities. If additional tasks are added at any point during the clean, please be aware that extra time is likely to be required.

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While we always do our best, some factors may affect the outcome beyond our control and best efforts. Below are a few common examples, though this list is not exhaustive, many unique situations can arise on the day:

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• Limescale & mineral build-up: We always do our best to remove limescale and restore surfaces to a clean condition. However, heavy mineral deposits may require multiple treatments and, in severe cases, may not be fully removable.

• Appliance cleaning: We aim to restore appliances to their best possible condition, but stains or baked-on grime may be permanent, especially in older or heavily used units.

• Mould & damp: We do not treat structural damp or embedded mould. Light surface mould (e.g. on windows or seals) may be wiped where safe, but full removal may require specialist treatment.

• High areas: Our team cleans up to standard reach. Ceilings, high ledges, or fittings that require ladders or specialist access are not included unless pre-arranged.

• Wear & Tear in Lived-In Properties: In properties that have not been regularly cleaned to a high standard (whether professionally or not), accumulated grime, staining, and wear may cause irreversible damage or discolouration to surfaces, fittings, and appliances. These areas may not respond fully to cleaning and should not be expected to return to a like-new condition. Under UK tenancy guidelines, fair wear and tear is not considered chargeable to tenants.

 

We’ll always work with care, communicate clearly, and do as much as possible within the time and scope agreed.

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Satisfaction Guarantee & Re-Cleans

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We offer a 48-hour satisfaction guarantee for end-of-tenancy cleans.

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To qualify:

• The inventory or check-out inspection must take place within 48 hours of our clean.

• The property must remain empty after cleaning (no tenants, property usage, tradespeople, or other cleaners).

• All complaints must be submitted in writing (WhatsApp or email) and include supporting photos or video.

• Only areas that were part of the original agreed scope will be considered.

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If the conditions above are met:

• We offer one free re-clean of the missed areas only.

• We do not offer refunds once a re-clean has been proposed or carried out.

• If access or conditions change after the clean, the guarantee may be void.​

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If a clean is carried out over multiple sessions and the property is not kept empty between visits, or if cleaned areas are used again before the job is fully completed, those areas may fall outside the scope of our satisfaction guarantee. We cannot offer free re-cleans for areas that have been re-soiled or altered due to ongoing use, new occupants, or tradespeople accessing the space or sections of the space after it has already been cleaned.

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Changes on the Day & Scope Reassessment

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All quotes are based on the information and photos provided at booking. If the actual condition of the property is significantly worse than expected (e.g. rubbish left, excessive grime, biohazards), we reserve the right to do the following at any time:​

 

• Reassess the duration and cost of the job

• Add a charge for additional work or labour

• Decline the job and retain the deposit (to cover time, travel, and staff)

• Continue the job with an adjusted scope at our discretion, focusing on priority areas within the original time or budget, where possible.

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Property Access & Client Responsibilities

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Keys, Alarms & Security Access

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• If keys are provided, it is the client’s responsibility to ensure they are clearly labelled and in working order.

• We are not liable for any delays or failed entry caused by incorrect, incomplete, or malfunctioning keys or codes.

• If we are required to disarm or rearm an alarm system, full and clear written instructions must be provided in advance. We accept no liability for alarm triggers or related incidents unless caused by negligence.

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Access, Parking & Delays

 

• The client is responsible for providing safe and timely access to the property, including parking and organisation of any parking permits.

• If our team is unable to gain access within 20 minutes of arrival, a £40 call-out fee will apply and any related congestion and parking charges must be paid in full. 

• If parking is not free or easily available, the client will be responsible for all parking and congestion charges incurred during the appointment.

• Parking delays or restrictions may impact our ability to complete the job as scheduled.

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Site Access & Parking Distance

Clear and accurate instructions and information must be provided for access between the designated parking area and the property. Please keep in mind that our team will be transporting approximately 10 heavy bags of products and equipment.

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If access is complicated, distant, or not clearly explained in advance, we reserve the right to apply an additional charge for time lost navigating or transporting equipment, or adjust the time spent completing the job. The walk from parking to the property entrance should not grossly exceed 5 minutes unless otherwise agreed and communicated in advance.

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Furniture, Utilities & Equipment

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To ensure a smooth and safe clean:​

 

• Our team will not move heavy or bulky items, including sofas, beds, wardrobes, or large appliances.

• Light furniture (like chairs or stools) may be moved if it is safe and manageable by one person.

• If you’d like us to clean behind or underneath heavier furniture, please move it before our arrival. Alternatively, if you’d like us to attempt moving it, this must be agreed in writing before the clean.

• In such cases, we will exercise care but cannot accept liability for any scratches, dents, or other damage caused.

• The client is responsible for ensuring that water, electricity, and lighting are available throughout the cleaning process. If these are unavailable, delays or additional charges may apply.

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Special Care Instructions for Delicate Items & Surfaces

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To ensure the proper care of your home, please inform us in advance if any surfaces, furnishings, or fixtures require special cleaning methods, tools, or products, are precariously balanced, or are fragile.

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• We cannot accept responsibility for damage resulting from a lack of instructions or withheld information.

• If specialist products are required and not part of our standard kit, we may ask the client to provide them.

• For delicate, antique, or high-value items, we recommend removing, covering, or clearly labelling them with specific instructions.​​​

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Cancellations & Rescheduling

 

To protect our team’s time and income:

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• Cancelling within 14 days of the scheduled clean: 50% of the total bill is payable

• Cancelling with 48 hours or less notice: 100% of the total bill is payable

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We’ll always try to accommodate rescheduling within the same week, subject to availability. However:

 

• Once a booking has been rescheduled, it cannot be cancelled or rescheduled again without incurring full cancellation charges.​

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Health, Safety & Hazardous Materials

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Pet Policy

 

We love animals and enjoy meeting your pets during our visits. For safety:

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• Please ensure pets are secured or kept under control during the clean.

• You remain responsible for any damage or injury caused by your pet.

• Our team does not handle pet waste or litter trays as part of this service. For this, we offer a separate certified biohazard service.​

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Hazard Disclosure

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The client must inform us prior to booking if the property contains:​

 

• Bodily fluids (blood, vomit, faeces, urine)

• Any form of mould, including black mould

• Extreme clutter or hoarding conditions

• Broken glass, needles, exposed nails, or sharps

• Firearms or ammunition (license confirmation required)

• Fire, smoke, or flood damage

• Stagnant water​

• Asbestos

• Chemical or toxic substances

• Gas leaks or strong gas smells

• Infestations

• Structural hazards (unstable ceilings, loose floorboards, construction conditions)

• Electrical hazards (exposed wiring, faulty sockets)

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The client must also disclose any other potential safety or security concerns. It is the client’s full responsibility to provide accurate, complete, and honest information and photos regarding conditions and hazards to ensure a safe environment for our team to carry out the cleaning. Any injury, damage, or issues arising from failure to disclose such hazards will be solely the client’s responsibility, and the client may be held liable.

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Failure to disclose any hazards or safety concerns may lead to refusal of service or the application of full cancellation charges. We reserve the right to apply our Cancellation Policy and Changes on the Day & Scope Reassessment Policy at our discretion in these circumstances.  

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For biohazardous conditions, we offer a separate biohazard service, which must be arranged in advance.

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Client Conduct & Safety

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• We reserve the right to cancel a job without refund if a member of our team feels unsafe due to aggressive, inappropriate, or abusive behaviour.

• Clients must not interfere with or obstruct our team while cleaning.

• If we are requested to use client-supplied equipment or products, the client accepts full responsibility for any damage or injury caused by faulty or unsuitable materials.

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Waste Disposal Limitations

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Our standard service includes removing general waste only to the property’s designated waste area or bins, provided they are easily accessible, suitable for use, and agreed upon within the service scope. 

 

• If there is no legal or accessible waste disposal area on site, we reserve the right to leave bagged waste inside the property.

• If you require waste to be removed from the premises (e.g. to a local tip or recycling centre), this must be arranged in advance and may incur an additional charge.

• We will not handle hazardous, biohazardous, or excessive bulk waste (e.g. furniture, appliances, large volumes of items) unless previously agreed.

• It is the client’s responsibility to ensure bins are available and not already full prior to our arrival. If bins are full, alternative arrangements must be agreed beforehand.

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For hygiene and safety reasons, our team cannot sort through or handle the contents of bins:

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• We do not empty bins by hand, go through loose waste, or separate items within a bin.

• Bins that are overflowing, contain unbagged waste, or are soiled in a way that poses a risk may be left untouched.

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Privacy & Media

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Photo & Video Policy

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We may take photos or short videos for internal purposes (e.g. training, quality assurance, arrival time tracking) and marketing purposes.

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We will never use or publish any image that includes identifying personal or sensitive items (e.g. family photos, names, documents) without consent.

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If you do not wish for any images to be used for marketing, please notify us by WhatsApp at 07737459600 or by email at info@besthomeservices.co.uk.​

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Damages & Complaints Policy

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We strive to deliver high-quality, careful service. If something goes wrong:

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• Please notify us on the same day via WhatsApp or email, with clear photos or videos.

• All claims must be submitted within 48 hours of the clean.

• While we investigate the concern, the invoice remains payable in full.

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We cannot accept liability for:​

 

• Pre-existing damage or wear and tear

• Damage caused by faulty fixtures or age-related deterioration

• Client-provided tools, products, or instructions

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Each report will be assessed on a case-by-case basis, and we aim to resolve matters fairly and promptly.

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Third-Party Payments & Direct Hiring

 

• If someone else (e.g. a landlord or letting agent) is paying for the clean, this must be confirmed in writing before the booking. Otherwise, the person who booked remains liable for the full balance.

• Clients agree not to directly hire or solicit our subcontractors or cleaners for any private or off-contract work during the period of engagement and for 12 months afterward.

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Legal Agreement

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By confirming your booking, you agree to all terms above.

These Terms & Conditions are governed by UK law and may be updated periodically without prior notice.