Terms & Conditions

Last updated: 06 November 2025

These Terms & Conditions (“Terms”) govern the supply of services by Kent End of Tenancy Cleaning (“we”, “us”, “our”) to any customer (“you”, “your”). By booking or receiving our services, you agree to these Terms.

1. Definitions

Services: cleaning services described in your quote/booking confirmation.
Property: the address where Services are provided.
Booking: your confirmed request for Services, including date, time and price.

2. Quotations & Pricing

Quotes are based on information you provide and typical property condition. Prices may be adjusted if the scope changes or the Property condition is materially different on arrival.
Unless stated otherwise, prices include labour and standard cleaning materials. Specialist treatments (e.g., carpet/upholstery, mould remediation, external windows, waste removal) are additional.
Any parking, toll or permit costs required to access the Property are chargeable at cost.

3. Bookings, Access & Utilities

Bookings are confirmed once we send written confirmation (email/SMS) and, where applicable, receive any required deposit.
You must ensure safe access, running water, electricity and adequate lighting/heating at the time of service. If access/utilities are unavailable, a call-out or postponement fee may apply.
If we are delayed by removals, other contractors, or lack of access, we may need to re-schedule or charge waiting time.

4. Your Responsibilities

Remove personal items, rubbish and large debris before our arrival. We are not a removal or waste-disposal service.
Defrost freezers at least 24 hours before the appointment if interior cleaning is required.
Declare any delicate, damaged or unusual surfaces/finishes (e.g., natural stone, unsealed wood, specialist coatings) that require special care.

5. Scope of Work & Reasonable Limits

End of tenancy cleaning is a deep clean designed to meet typical letting-agent standards. It does not include building works, heavy stain removal that may require replacement/refinishing, or areas that are unsafe/inaccessible.
We do not move heavy furniture or appliances unless safe to do so. Behind/under very heavy or fixed items is excluded unless pre-agreed.
External areas, exterior windows at height, lofts, garages/sheds and hazardous areas are excluded unless expressly included in writing.
Severe mould, biohazards, pest infestations and human/animal waste are excluded unless pre-assessed and quoted.

6. Cancellations, Changes & No-Shows

You may cancel or reschedule with at least 48 hours’ notice at no charge.
Cancellations/reschedules with less than 48 hours’ notice may incur a fee of up to 50% of the booking value. Same-day cancellations or no access on arrival may be charged at 100%.
If we must cancel due to staff illness, vehicle breakdown, severe weather or other unavoidable events, we will offer the next earliest slot.

7. Payment Terms

Payment is due on completion unless otherwise agreed in writing. We accept the methods stated in your booking/quote.
For agent/landlord-billed work, you remain jointly responsible for payment unless we have agreed direct billing in advance.
Late payments may attract reasonable admin/collection costs and statutory interest where applicable.

8. Quality Guarantee, Re-Cleans & Complaints

If anything is missed, tell us within 48 hours with photos and we’ll arrange a targeted re-clean of the affected areas as soon as practicable.
The re-clean guarantee applies to the same occupants and property condition; it does not cover new soiling after we leave, fair wear/tear, or defects that are not cleanable.
Complaints raised after 48 hours may fall outside the guarantee due to subsequent use or re-occupation.

9. Damage & Liability

We take care in your Property. Please report any issues within 48 hours of service.
We are not liable for pre-existing damage, wear/tear, faulty/fragile items, deteriorated seals/grout, or the consequences of inadequate maintenance.
To the maximum extent permitted by law, our total liability arising under these Terms shall not exceed the total fees paid for the relevant Booking.
Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability which cannot be limited by law.

10. Keys & Security

If we hold or collect keys, they are coded and stored securely. We will follow your access instructions and return keys as agreed.
We cannot accept responsibility for lost keys not in our possession or for alarm codes provided incorrectly.

11. Pets, Biohazards & Safety

Please secure pets during the clean. We may refuse to work where conditions are unsafe or unsanitary.
Our team may take reasonable safety measures (e.g., ventilation, PPE). We reserve the right to stop work if health/safety is at risk.

12. Photos for QA & Proof of Work

We may take before/after photos for quality assurance, training and proof of service. We do not publish identifiable interiors without your consent.

13. Subcontractors & Assignment

We may use vetted subcontractors. Your rights under these Terms will not be affected.

14. Force Majeure

We are not liable for delay or failure caused by events beyond our reasonable control (e.g., extreme weather, accidents, strikes, utility outages).

15. Data Protection

We process personal data in accordance with our Privacy Policy and applicable data protection laws (UK GDPR).

16. Website Use & Intellectual Property

All website content, branding and materials are owned by us or our licensors. You must not copy, reproduce or misuse any content without permission.

17. Changes to these Terms

We may update these Terms from time to time. The current version will be posted on this page with the “Last updated” date. Continued bookings constitute acceptance.

18. Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.

19. Contact

For questions about these Terms, please contact: info@kentendoftenancycleaning.co.uk