"We have been using Ms Clean for 7 years and our current cleaner is absolutely superb - we couldn't ask for anyone better." - Juliette, Tooting
Terms and Conditions Effective from: June 2026 By booking or receiving services from Ms Clean Ltd (“the Company”), the Client confirms acceptance of these Terms & Conditions. 1. Service Description The minimum service duration is 2 hours for weekly cleaning or 2.5 hours for fortnightly cleaning, unless otherwise agreed in writing. The quoted price includes labour for domestic cleaning and ironing services only. Services do not include oven cleaning, cleaning of walls and ceilings, curtains, balconies, patios, exterior windows, carpets, upholstery, or hand-washing clothing unless otherwise agreed in writing. The cleaner will not climb higher than a two-step ladder. For health and safety reasons, the cleaner will not clean human, pet, or pest waste, bodily fluids, or other hazardous substances. The cleaner will not move heavy furniture, appliances, or items weighing more than 10kg. The Company does not guarantee the removal of permanent stains, mould, limescale, hard-water staining, paint, adhesive residue, discolouration, ingrained dirt, or any condition that cannot reasonably be remedied through standard domestic cleaning methods. The Company cannot guarantee completion of all requested tasks within the booked cleaning duration. The cleaner will prioritise tasks according to the Client’s instructions and the time available. Any tasks not completed during the booked visit may require additional booked time or be carried forward to a future visit. 2. Client Responsibilities Prior to service commencement, the Client must provide a written list of cleaning tasks and all relevant property information, including access instructions, locks, alarms, pets, and any areas requiring special attention. The Client must inform the Company in advance of any surfaces, materials, fixtures, or finishes that require specialist cleaning products or methods, including but not limited to granite, marble, quartz, brass fittings, black fixtures, or specialist finishes. The Client must clearly identify any fragile, valuable, delicate, sentimental, or irreplaceable items that should not be touched, moved, or cleaned, including antiques, artwork, ornaments, clocks, or similar items. The Client is responsible for disclosing any information that may affect the safe, effective, or appropriate delivery of the service. The Client agrees to secure any pet that may pose a threat and provide access to hot water and electricity. The Client must provide all necessary cleaning products, materials, and equipment in safe working order, including vacuum cleaners, mops, buckets, irons, ironing boards, cleaning products, cloths, gloves, sponges, and towels. Equipment supplied by the Client must not require specialist knowledge or training to operate. If the Client requests the Company to purchase cleaning materials on their behalf, an additional charge may apply. 3. Condition of Property To minimise the risk of damage, fragile, delicate, valuable, sentimental, irreplaceable (whether of monetary or sentimental value), or breakable items must be secured, removed, protected, or clearly excluded from cleaning. Heavily cluttered areas may not be cleaned due to the increased risk of accidental damage. If the property is in significantly worse condition than described at the time of booking, including excessive clutter, heavy soiling, hoarding conditions, or post-construction debris, the Company reserves the right to adjust the quoted price, reduce the scope of work, or decline the service entirely. The Company reserves the right to suspend or terminate a cleaning visit immediately where the cleaner reasonably believes there is a risk to health, safety, wellbeing, or security. 4. Keys, Access & Alarm Systems Keys, access devices, and entry instructions provided by the Client must operate correctly and allow safe access to the property. The Company will only cover locksmith or replacement key costs where keys have been lost by the cleaner. The Company shall not be responsible for alarm activations resulting from incorrect, incomplete, or outdated instructions provided by the Client. The Client must provide clear written instructions for alarm operation and notify the Company of any changes before the scheduled visit. If the cleaner is unable to access the property due to lock-outs, faulty keys, alarm issues, access problems, swollen doors caused by weather conditions, or no person being available to provide access, the full visit charge shall remain payable. 5. Payments Payment is due on the day of each clean by bank transfer, standing order, or cash unless otherwise agreed in writing. Late payments may incur reasonable administration charges and may result in suspension of services until the account is brought up to date. Any bank charges arising from failed or rejected payments remain the Client’s responsibility. 6. Changes, Cancellations & Termination A minimum of 48 hours’ notice is required to request changes to scheduled cleaning dates or times. The Company will make reasonable efforts to accommodate requested changes but cannot guarantee the availability of the same cleaner or alternative appointment times. Cleaning visits cancelled, postponed, or rescheduled with less than 48 hours’ notice will be charged at the full scheduled rate. A minimum of two weeks’ notice is required to terminate regular cleaning services. Where the required notice is not provided, the Client agrees to pay the equivalent of two weeks’ scheduled cleaning charges. 7. Minimum Service Frequency Regular weekly or fortnightly clients must maintain a consistent service frequency. Repeated cancellations, service gaps exceeding three weeks, or irregular attendance may result in the loss of the regular time slot and/or reclassification to ad-hoc pricing. 8. Cleaner Availability The Company reserves the right to replace, substitute, or allocate a different cleaner where necessary due to illness, holidays, staffing changes, operational requirements, or other circumstances necessary to maintain service continuity. Reasonable notice will be provided where possible. Service availability may be reduced during public holidays and the Christmas, New Year, and Easter periods. The Company will provide reasonable notice of any closures or schedule changes where practicable. 9. Complaints & Re-Cleans Any concerns regarding cleaning standards must be reported within 24 hours of the service date. Any claims relating to damage, breakages, or loss must be reported within 24 hours of the service date. If the Client is dissatisfied with the cleaning service, the Company will be given the opportunity to return and re-clean the relevant areas within a reasonable timeframe. The Client must provide reasonable access to allow the Company to rectify the issue. A re-clean shall be the Client’s sole and exclusive remedy for complaints relating to cleaning standards. No refund, discount, or compensation shall be payable unless the Company has first been given a reasonable opportunity to rectify the issue. 10. Damage & Liability The Company maintains Public Liability Insurance and Employers’ Liability Insurance. Where damage caused by the cleaner is reported within 24 hours of the service date, the Company will, at its discretion, repair the item where reasonably possible or provide compensation up to the item’s current market value towards a comparable replacement. The Company shall not be liable for: Pre-existing damage or wear and tear. Defective, loose, or poorly maintained fixtures, fittings, or installations. Damage caused by faulty, unsuitable, or poorly maintained equipment or cleaning products supplied by the Client. Damage resulting from inadequate property maintenance. Delays caused by traffic, transport disruption, severe weather, illness, strikes, or events beyond the Company’s reasonable control. Incomplete work due to lack of utilities, cleaning materials, or functioning equipment. Damage or issues arising from third parties present during the cleaning service. Minor cosmetic marks, micro-scratches, or wear that may occur during normal cleaning of delicate, aged, or previously damaged surfaces. Damage resulting from lifting, moving, or handling items at the Client’s request. Pets escaping from the property where the Client has requested access in their absence. Limitation of Liability The Company’s responsibility is limited to the cost of the cleaning visit during which any issue occurred. The Company is not liable for any additional or indirect losses, such as inconvenience, loss of income, or other consequential costs. Nothing in this clause affects the Client’s rights in respect of damage caused directly by the cleaning service. 11. Client-Supplied Equipment The Company is not responsible for repairing, maintaining, servicing, unblocking, or descaling any equipment supplied by the Client, including vacuum cleaners, irons, steamers, or similar appliances. The Client is responsible for ensuring that all equipment supplied is safe, clean, functional, and suitable for use. This is particularly important where equipment has previously been used by builders, contractors, or third parties and may contain dust, debris, blockages, or damage. If any equipment is found to be faulty, unsafe, blocked, damaged, or otherwise unsuitable for use, the cleaner may be unable to complete the service and the full visit charge shall remain payable. 12. Non-Solicitation of Staff The Client agrees not to directly employ, engage, or contract, for any domestic, household, or home-related services, any current or former cleaner introduced by the Company for a period of 24 months following the last cleaning visit, without the Company’s prior written consent. Home-related services include, but are not limited to, cleaning, housekeeping, babysitting, pet sitting, and similar domestic services. If the Client breaches this clause, a referral fee of £2,500 per cleaner shall become immediately payable within 15 days of invoice. The parties acknowledge that this fee represents a genuine estimate of the recruitment, vetting, training, administration, and business development costs incurred by the Company in sourcing and retaining cleaning staff. The Client also agrees to reimburse the Company for any reasonable legal, collection, or recovery costs incurred in enforcing this clause. 13. Windows Only interior windows that are safely reachable without ladders, specialist access equipment, or undue risk will be cleaned. 14. Ironing The Client must clearly identify any delicate, designer, specialist, or special-care garments before ironing. The Company shall not be liable for damage to garments that lack care labels, have inaccurate care instructions, contain pre-existing defects, or require specialist handling. 15. Confidentiality & Data Protection The Company will keep Client information confidential and process personal data in accordance with applicable data protection legislation. Client information may be shared only where reasonably necessary for the provision of services, payment processing, insurance purposes, professional advice, legal compliance, debt recovery, fraud prevention, or where otherwise required by law. The Company will take reasonable steps to protect Client information against unauthorised access, disclosure, alteration, or misuse. 16. Photographs The cleaner may take photographs of completed work for internal quality assurance, training, insurance, or dispute-resolution purposes only. Photographs will be limited to areas relevant to the service provided and will not intentionally include individuals or confidential personal information. 17. Force Majeure The Company shall not be liable for any delay or failure to provide services where such delay or failure results from circumstances beyond its reasonable control, including severe weather, transport disruption, illness, industrial action, government action, restrictions, regulations, guidance, utility failures, or other force majeure events. 18. Price Adjustments The Company reserves the right to review and amend its pricing from time to time. Clients will be provided with reasonable advance notice of any price changes. Continued use of the Company’s services after the effective date of any price adjustment shall constitute acceptance of the revised pricing. 19. Amendments The Company reserves the right to amend these Terms & Conditions at any time. Clients will be notified of any material changes, and continued use of the Company’s services following notification of such changes shall constitute acceptance of the amended Terms & Conditions.