Domestic Cleaning Terms & Conditions
These Terms & Conditions apply to domestic cleaning services provided by KeepShine Cleaning Services. They are intended to make our service clear and fair for both our customers and our cleaning team.
By booking a domestic cleaning service with KeepShine Cleaning Services, you agree to these Terms & Conditions.
1. About KeepShine Cleaning Services
KeepShine Cleaning Services provides professional cleaning services to homes and residential properties.
Throughout these Terms & Conditions, “KeepShine”, “we”, “us” and “our” refer to KeepShine Cleaning Services. “Customer”, “you” and “your” refer to the person making the booking or responsible for the property being cleaned.
Our contact details are available on the Contact Us page of our website.
2. Domestic Cleaning Services Covered
These terms apply to domestic cleaning services booked by individual customers, including:
- Regular domestic cleaning
- One-off domestic cleaning
- Deep cleaning
- End of tenancy cleaning
- After builders cleaning
- Pre and post party cleaning
- Other residential cleaning services agreed with KeepShine
Commercial cleaning services are subject to separate Commercial Cleaning Terms & Conditions and, where applicable, an individual service agreement.
3. Booking a Cleaning Service
You must provide accurate information when requesting a quote or making a booking. This may include information about:
- The size and condition of the property
- The type of cleaning required
- The number of rooms
- Any particularly dirty or difficult areas
- Access arrangements
- Parking restrictions
- Pets at the property
- Specialist or delicate surfaces
- Any other circumstances that could affect the work
A booking is confirmed when KeepShine accepts the booking and confirms the agreed service, date or other relevant arrangements.
Submitting an enquiry or requesting a quote through our website does not by itself create a confirmed booking.
4. Quotes and Pricing
Prices may be based on the information you provide when requesting the service.
Please provide accurate information about the property and the cleaning required. If the condition, size or requirements of the property are substantially different from those described when the quote was provided, we may discuss an adjustment to the price or scope of work with you before carrying out additional work.
Where possible, any additional charges will be explained and agreed before additional work is undertaken.
Additional services requested during a cleaning visit may also result in an additional charge.
5. Payment
Unless we agree otherwise with you in advance, payment is due on completion of the cleaning service.
The available payment methods will be communicated when you book or pay for your service.
For recurring domestic cleaning, KeepShine may agree alternative payment arrangements with the customer.
You are responsible for paying the agreed price for services that have been properly provided.
We will not add unexpected charges without a reasonable explanation.
6. Cancellations and Rescheduling
We understand that plans sometimes change.
If you need to cancel or reschedule your cleaning appointment, please give us at least 24 hours’ notice.
Where less than 24 hours’ notice is provided, KeepShine reserves the right to charge a reasonable late cancellation fee where we have reserved cleaning time and cannot reasonably reallocate the appointment.
Any applicable cancellation charge will be communicated clearly.
We will take reasonable circumstances into account, particularly genuine emergencies.
If KeepShine needs to cancel or change an appointment, we will contact you as soon as reasonably possible and offer an alternative appointment where appropriate.
7. Access to Your Property
You are responsible for ensuring that our cleaner can access the property at the agreed time.
Access may be provided by:
- Someone being present at the property
- A key
- A key safe
- An agreed access code
- Another arrangement agreed with KeepShine
If we cannot access the property at the agreed time because the agreed access arrangements have not been provided, the appointment may be treated as a late cancellation.
If you provide us with keys, access codes or other security information, we will take reasonable care to keep them secure and use them only for the agreed purpose.
Please tell us promptly if access arrangements change.
8. Parking and Access Costs
Where parking is required to provide the service, please tell us about any restrictions, permits or charges when making your booking.
If unavoidable parking or similar access charges apply, these may be added to the cost of the service where this has been communicated to you.
Customers should provide visitor permits where available and where reasonably required.
9. Cleaning Products and Equipment
KeepShine will confirm whether cleaning products and equipment are provided as part of your particular service.
If you request that we use products or equipment supplied by you, you are responsible for ensuring that they are suitable, safe to use and in appropriate condition.
If you require particular products because of allergies, sensitivities, preferences or specialist surfaces, please tell us before the cleaning appointment.
We follow product instructions and reasonable cleaning practices and will not knowingly mix cleaning chemicals in an unsafe manner.
10. Delicate and Specialist Surfaces
Please tell us before cleaning begins about any surfaces, fixtures, furniture or belongings requiring specialist care.
This may include natural stone, marble, specialist flooring, antiques, delicate finishes, damaged surfaces or items requiring manufacturer-specific cleaning methods.
Where we are uncertain whether a cleaning method or product is suitable, we may avoid cleaning the item or area until appropriate instructions can be confirmed.
11. Valuables and Personal Belongings
Please store valuable, fragile, sentimental or irreplaceable items safely before the cleaner arrives.
KeepShine will take reasonable care while working in your home, but customers should not leave unsecured money, jewellery or other particularly valuable items in areas being cleaned.
Please tell us about anything unusually fragile or easily damaged before cleaning begins.
12. Damage and Breakages
Our cleaners are expected to work carefully and responsibly.
If accidental damage or breakage occurs during a KeepShine cleaning service, please contact us as soon as reasonably possible and provide relevant details and, where appropriate, photographs.
We will investigate the circumstances fairly and discuss an appropriate resolution where KeepShine is responsible.
KeepShine will not normally be responsible for damage resulting from:
- Pre-existing damage
- Normal wear and tear
- Items that were already loose, unstable or defective
- Incorrect information about a surface or item
- Defects that could not reasonably have been identified
- Customer-supplied products or equipment being unsuitable for their intended use
Nothing in these terms excludes or limits liability where doing so would be unlawful.
13. Pets
We are happy to clean homes with pets, but please tell us about them when making your booking.
Customers are responsible for ensuring that pets do not create a risk to cleaners or prevent cleaning from being carried out safely.
Where necessary, we may ask that a pet is kept in another secure area while cleaning takes place.
We cannot accept responsibility for a pet escaping where the customer has not made suitable arrangements to keep the animal secure.
14. Health and Safety
Our cleaners have the right to work in a reasonably safe environment.
Please tell us before the appointment about any known hazards at the property.
KeepShine may refuse to carry out, or may stop, work where there is a significant or unexpected health or safety risk. Examples may include:
- Dangerous structural conditions
- Exposed electrical hazards
- Aggressive or uncontrolled animals
- Needles or other dangerous sharps
- Hazardous chemicals or substances
- Human or animal waste requiring specialist treatment
- Serious pest infestations
- Other conditions requiring specialist cleaning or protective equipment that was not agreed in advance
Where possible, we will explain the issue and discuss what would need to happen before cleaning can continue.
15. Moving Furniture and Heavy Items
Our cleaners may move lightweight items where it is safe and reasonable to do so.
For safety reasons, cleaners are not expected to move very heavy furniture, appliances or other objects that cannot reasonably be moved safely by one person.
If you want an area beneath a heavy item cleaned, please arrange for the item to be safely moved before the appointment unless we have specifically agreed otherwise.
16. End of Tenancy Cleaning
End of tenancy cleaning is intended to help prepare a property for handover at the end of a tenancy.
The exact work included will depend on the service and specification agreed when you book.
Unless expressly agreed in writing, KeepShine does not guarantee that a landlord, letting agent or inventory company will approve a property or that a tenant will receive their full deposit back.
Deposit decisions may depend on matters outside our control, including property damage, maintenance issues, missing items and the individual requirements of the landlord or letting agent.
If you have been given a landlord or letting agent cleaning checklist, please provide it to us before the appointment so we can determine whether its requirements are included in your booking.
17. After Builders Cleaning
After builders cleaning is intended to remove ordinary dust and cleaning residue following building, renovation or decorating work.
Building or decorating work should be sufficiently completed before the cleaning appointment begins.
Unless specifically agreed, our standard cleaning service does not include removal of hazardous building materials, specialist construction waste, substances requiring licensed disposal or work that requires specialist contractors.
Please tell us beforehand about unusual building residue, paint, adhesives, cement, plaster or other materials requiring specialist removal.
18. Pre and Post Party Cleaning
Pre and post party cleaning will be provided according to the work agreed when you book.
Please tell us beforehand if the cleaning may involve unusually large quantities of waste, broken glass, hazardous items, bodily fluids or circumstances requiring specialist cleaning.
We may refuse to handle hazardous materials that fall outside the agreed cleaning service.
19. Cleaning Results
KeepShine aims to provide a high-quality professional cleaning service.
Cleaning results can nevertheless be affected by factors such as the age and condition of a surface, permanent staining, damage, deterioration, heavy limescale, mould staining or dirt that cannot safely be removed using ordinary cleaning methods.
Cleaning cannot restore damaged, permanently stained or deteriorated materials to their original condition.
We will not use a method that we reasonably believe could damage a surface simply to achieve a particular cosmetic result.
20. If You Are Unhappy With the Cleaning
We want customers to tell us if something has gone wrong so that we have a reasonable opportunity to investigate and help.
If you believe an agreed part of your cleaning service has not been completed satisfactorily, please contact KeepShine as soon as reasonably possible after the service.
Explain the issue clearly and, where helpful, provide photographs.
We will review your concern and, where appropriate, may offer a reasonable solution such as returning to address an area that was included in the agreed service.
This does not affect your statutory consumer rights.
21. Our Cleaners
Depending on availability and operational requirements, KeepShine may not always be able to provide the same cleaner for every appointment.
We may change the cleaner assigned to a booking where reasonably necessary, including because of illness, holiday, scheduling or other operational circumstances.
Where appropriate, more than one cleaner may attend a property.
22. Delays and Appointment Times
We will make reasonable efforts to attend at the agreed time.
Occasionally, circumstances outside our reasonable control, including traffic, severe weather, emergencies or problems at an earlier appointment, may cause delays.
Where there is a significant delay, we will try to inform you as soon as reasonably possible.
23. Events Outside Our Reasonable Control
KeepShine will not be responsible for failure or delay in providing a service where this is caused by circumstances outside our reasonable control.
Where such circumstances affect a booking, we will try to communicate with you and make reasonable alternative arrangements.
24. Your Consumer Rights
These Terms & Conditions do not remove or reduce any rights you have under applicable UK consumer law.
Where you are legally entitled to a remedy, refund, repeat performance or another statutory right, nothing in these terms is intended to prevent you from exercising that right.
If any part of these Terms & Conditions conflicts with a legal right that cannot lawfully be excluded, that legal right will apply.
25. Personal Information and Privacy
We may need to collect and use personal information to manage enquiries, quotes, bookings, payments and customer communication.
Information about how we handle personal data is provided separately in our Privacy Policy.
Please avoid providing unnecessary sensitive personal information when making a booking.
26. Changes to These Terms
KeepShine may update these Terms & Conditions from time to time to reflect changes to our services, business practices or legal requirements.
The latest version will be published on our website together with its updated date.
The terms applicable to a booking will normally be those made available to you when the booking was agreed, subject to any changes subsequently agreed between you and KeepShine.
27. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
If you are a consumer, you retain any rights you have regarding where legal proceedings may be brought under applicable consumer law.
28. Contact KeepShine
If you have a question about these Terms & Conditions, your booking or a cleaning service, please contact KeepShine Cleaning Services using the details provided on our Contact Us page.
We believe good cleaning services depend on clear expectations on both sides, and we aim to deal with our customers fairly, professionally and transparently.