Terms & Conditions

Cancellations

As a small independent business, I kindly ask that you provide at least 24 hours’ notice if you need to cancel a clean. This allows me the opportunity to offer your appointment to another client and helps minimise any loss of earnings.

If you or a member of your household is unwell with COVID or any other contagious illness, please inform me as soon as possible and cancel your appointment for everyone’s safety.

I understand that unexpected situations can arise and each cancellation will be considered on an individual basis. However, please note that cancellations made with less than 24 hours’ notice may be charged in full, including those due to illness.

If two consecutive cleans are cancelled with less than 24 hours’ notice, your regular appointment slot may be offered to another client on my waiting list.

Payments

I accept payment via cash or bank transfer, whichever is most convenient for you.

Full payment is required within 24 hours of your clean being completed. As I spend considerable time following up on late payments, any payment received after this period will incur a £5 per day late fee.

Bank details will be provided at the time of booking. While refunds are not offered, I am always happy to address and resolve any concerns where appropriate. You must contact me on the same day as the clean, as I am unable to rectify any issues reported after this time.

If you are away on holiday, payment is still required on the day of your scheduled clean. You may wish to leave cash in advance if this is helpful. Repeated late payments may result in your regular slot being cancelled.

Please note that I can only pause two consecutive cleans. Any additional consecutive pauses may not be accommodated and normal scheduling/fees will apply or your slot will be offered to someone else.

Keys & Access

You do not need to be present while I carry out your clean. I am happy to retain a key for your property or you may leave one in a secure location if preferred. All keys are kept safe and secure and can be returned at any time upon request.

If you use a key safe, please inform me in advance and provide the access code prior to your appointment.

If I am unable to gain access to your property, I will wait for 10 minutes and attempt to contact you before moving on to my next client. In such cases, the full cleaning fee will still apply.

Allergies

I provide all cleaning equipment and products. Please inform me in advance of any allergies or sensitivities to cleaning products.

Health & Safety / Property Requirements

For insurance reasons, I am unable to stand on furniture while cleaning.

Please notify me in advance of any broken or damaged furniture or fittings, as I cannot clean items that may pose a risk to my safety.

I am happy to let pets into the garden if required; however, I cannot take responsibility for them while I am in your home.

I require the property to be vacant during the clean wherever possible. If this is not feasible, please ensure that all areas requiring cleaning are fully vacated. Cleaning around occupants is neither safe nor time-efficient, and I am only able to clean each area once.

Please ensure your home is reasonably tidy prior to my arrival. This allows me to access all necessary areas and carry out a thorough clean. I am happy to wash a small number of items left in the sink; however, larger amounts of washing up are not included as part of the service.

For hygiene and safety reasons, I will not clean properties that have infestations such as rodents, bed bugs, fleas, significant black mould, severe damp or any biohazard materials.

Please inform me in advance if any of these issues are present. Failure to do so may result in the clean being terminated and the full fee will still be charged.

Right to Refuse Service

I reserve the right to cancel or terminate cleaning services at my discretion if I deem it necessary.

A standard clean will be outlined in your quote. Any additional requests may incur an extra charge.

Photos

I may occasionally take photographs of my work for promotional purposes. These will never include personal items, and all homes will remain completely anonymous. Please let me know if you would prefer that I do not take photos.

By booking a service with The Eastbourne Cleaning Lady, you agree to these terms and conditions.