We are delighted to welcome you as a new client! At Best Home Services, we are a fully operational business dedicated to providing exceptional service. The terms outlined in this document serve as a mutual agreement between us and our valued customers, and are intended to ensure a smooth and mutually respectful partnership. We do not expect you to confirm your regular slot until you have received your initial clean and know you’re happy with our service.

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We kindly ask that you read and acknowledge these terms before the cleaning service begins to ensure a smooth and satisfactory experience.

 

Booking & Payment 

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Initial Contact & Booking Terms

 

You can book with us via our website, email, social media, or phone (text/call). During the initial contact, we’ll ask a few questions about your needs and property to understand your requirements better. We may also request photos or schedule a site visit to provide an accurate quote. Once the service details are agreed upon, we will send you our terms and conditions. For last minute bookings, a 100% deposit prior to the clean is required.

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Deposits

 

All bookings must be confirmed in writing and secured with a deposit. The deposit reserves your time slot and is applied to your first cleaning session. If the deposit is not received, we cannot guarantee that the service will go ahead.

 

Payment Terms

 

Payment for services is required on the day the service is provided. Please ensure that payment is arranged promptly to avoid any disruptions or delays in service. If you need to reschedule or cancel, please refer to our cancellation policy below.

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Late Payments

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If payment is not received by the due date, the outstanding balance will be considered overdue. A 10% late fee will be added to the total outstanding balance for each full week that payment remains unpaid after the due date. If payment remains outstanding for more than three weeks, the late fee may increase to 50% per week until full payment is received. Additionally, future services may be suspended without notice if payment remains overdue for more than 7 days.

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Service Scope & Expectations

 

Initial Clean Timings

 

We strive to estimate the time required for your service as accurately as possible. However, the actual time may vary due to unforeseen challenges or conditions discovered during the cleaning. If additional time is necessary to achieve the desired results, we will inform you promptly, and any extra time is chargeable if agreed to.

 

For our regular customers, our aim is to efficiently manage the time allocated for each cleaning session. We will work closely with you to establish and regularly review your priority areas, ensuring they receive the necessary attention during each visit.

 

Please note that due to time constraints, it may not be possible to address every area in a single session. Some areas may receive less or no attention compared to high-priority areas. To ensure comprehensive coverage of your entire space over time, we can arrange to clean certain areas on a rotating basis. This plan will be discussed with you upfront, and we will only proceed with your permission.

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Arrival Times

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As our cleaners use public transport, arrival times are estimated and may vary by up to one hour before or after the scheduled time. If you require a guaranteed arrival time, please contact us to enquire about services from our cleaners with access to a vehicle.

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Realistic Expectations

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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 achieve a pristine look 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.

 

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.

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We aim to maintain consistent cleaning days and times for all clients. However, this cannot be guaranteed. If another client cancels or reschedules, it can affect the cleaner's entire route for the day. We organise schedules carefully to minimise long travel times for our cleaners. This helps ensure they enjoy their work, which is key to reliable, high-quality service.

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One Time Cleans 

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If an alternative service has been scheduled stand-alone or in addition to regular cleaning, such as a deep clean or end-of-tenancy clean, the one-time service is subject to our one-time client terms and conditions. 

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Property Access & Client Responsibilities ​

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Parking Arrangements

 

If a deep clean has been scheduled as your initial clean and/or if the cleaning team will be arriving with a car carrying essential cleaning equipment and products, we kindly ask for your assistance in ensuring suitable parking arrangements are available. If free parking is not accessible, we appreciate your understanding that any parking fees incurred during our visit will be the customer's responsibility. 

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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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Special Care Instructions

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To ensure the proper care of your home, we kindly request that you inform us in advance if any furniture or hard surfaces require special cleaning methods, instructions, or products. This information allows us to take necessary precautions and apply appropriate techniques to maintain the quality and integrity of your items.

 

Please note:

• We cannot be held responsible for any damage resulting from a lack of information or instructions regarding special care requirements.

• If any specialised products are needed that are not part of our usual supplies, clients may need to provide these products.

• For delicate or valuable items, we recommend removing, covering, or clearly labelling them with specific instructions to avoid accidental damage.

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

• If you’d like us to clean behind or underneath heavier furniture, please move it before our arrival.

• If you still want us to clean delicate items, 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​.

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Failure to provide this information may result in unintended damage for which we cannot accept liability.

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Cancellation Policy

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We understand that plans can change unexpectedly, and we sincerely appreciate your understanding of our cancellation policy. This policy is in place to support our staff and ensure that they don't face financial losses due to last-minute cancellations. When cancellations occur, it may make it very difficult, or even impossible for us to find alternative appointments or reschedule visits, which affects our team's ability to earn a livelihood. By agreeing to regular cleaning services with Best Home Services, the client accepts the following terms regarding cancellations:

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1.⁠ ⁠Annual Cancellation Limit

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Clients are permitted to cancel up to four (4) scheduled regular cleaning sessions per calendar year without penalty. Any additional cancellations beyond this limit will be subject to the full cleaning fee, as our team and schedules are reserved in advance, and our cleaners are left with no work when customers cancel. 

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2.⁠ ⁠Loss of Slot or Rate Change

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If a regular cleaning slot is cancelled (for any reason), the same cleaner, day, or time cannot be guaranteed upon the client’s return. The slot may be offered to another customer to ensure fair, continuous work for our team.

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3.⁠ ⁠Price Adjustments Upon Return

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If a regular slot is paused or cancelled for an extended period the client may be subject to a new rate upon rebooking. We review and update our prices periodically, and previously held rates cannot be guaranteed after a break in service.

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Thank you so much for your understanding and for supporting not just the service, but the real people behind it.

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Rescheduling Policy 

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

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

• If rescheduling isn’t feasible, we would have to consider the appointment a cancellation, and the associated fees will apply.

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Notice Given Policy

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If the client wishes to cease using our services, we kindly ask for notice equivalent to one cleaning session. If this notice is given during a clean, it will apply to the next scheduled session. Should you choose not to proceed with the final session, the payment for that session will still be required.

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Health, Safety & Hazardous Materials

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Pet Policy

 

We love pets and enjoy meeting your furry friends during our visits. To ensure the safety and comfort of both our team and your pets, we ask that animals be kept under control. If your pet is anxious, uncomfortable, or boisterous around strangers, we kindly request that they be secured during the clean or kept under control to avoid any aggressive behaviour towards our team while they are working in your home. Please note that any damage or injury caused by pets is the owner's responsibility, and you may be liable for any related financial loss or injury.

 

Additionally, our cleaners are unable to empty cat litter trays or clean up animal waste of any kind during the session. For such needs, we offer a certified biohazard cleaning service as a separate arrangement.

 

Disclosure of Hazardous Conditions

 

All customers must inform prior to booking if the property contains hazardous conditions. This includes but is not limited to: black mould, human or pet faeces, hoarding conditions, any bodily fluids (sick/blood), fire/soot damage, any risk of sharps including knives/ needles, infestations, electrical, structural, and chemical hazards. Customers must also inform us of any other possible safety concerns. Customers must inform us if there are any firearms/ bullets at a property and confirm that they are licensed and registered firearm holders.

 

Failure to disclose such conditions will result in refusal/cancellation of booking and 100% of the bill will remain payable. Alternatively, if we agree to proceed with the cleaning, a biohazard surcharge may be applied at our discretion.

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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. 

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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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Damages & Complaints Policy

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We are committed to ensuring your satisfaction with our service. If you have any concerns or if any damage occurs during the cleaning, please inform us on the same day by sending message on WhatsApp: 07737459600 or sending email to help@besthomeservices.co.uk with detailed information and if possible supporting photos or videos.

 

Each concern or damage report will be handled on a case-by-case basis, considering the specific circumstances and expectations involved. We are committed to doing our best to address and resolve any issues to your satisfaction while maintaining the highest standards of service. Please note that the cleaning invoice must still be paid, while we assess and address the issue.

 

Please note that we are unable to cover damage costs or replace items that were already damaged, faulty, worn, or aged, nor can we be held responsible for damage caused by products, processes, or equipment provided or recommended by the client.

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Photo & Video Policy

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At Best Home Services, we may capture photos and videos for several purposes. Internally, these images and videos assist with quality checks, arrival times, and documentation of completed work. Externally, they may be used for advertising across various platforms, including social media, our website, leaflets, flyers, and more. We take your privacy seriously. Any images or videos used for external purposes will not include personal or sensitive information, such as names, family photos, or business documents. 

 

If you prefer that we do not use any photos or videos of your property for external purposes, please message us on WhatsApp:07737459600 or notify us via email at info@besthomeservices.co.uk.

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Please note that if you have requested that we do not take photos or videos, you may not be eligible for compensation, damages, or complaint resolution related to the visual condition of the property.

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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.

 

Thank you for your understanding and cooperation!