Last updated: 17 September 2026

These terms set out how we work together: how we quote, how a booking is made, what we will do, what we need from you, and what happens if something goes wrong. We have kept them in plain English on purpose. If anything is unclear, ask us before you book.

1. Who these terms apply to

These terms apply between Crystal Clear Cleans, an independent cleaning business trading in London, "we" or "us", and you, the person or business booking a clean, "you" or "the client". They apply to all our services: residential cleaning, deep cleaning, end of tenancy cleaning, Airbnb turnarounds, post-construction cleaning and commercial cleaning.

By confirming a booking with us, whether in writing, by email, by phone or by message, you accept these terms. If you are booking on behalf of a company, a landlord or a letting agent, you confirm you are authorised to do so, and the party you are booking for is bound by these terms too.

If you are booking as a consumer, nothing in these terms takes away your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

2. Quotes

Quotes are based on the information you give us: the property type, the number and size of rooms, the condition of the space, the service you want and your postcode.

A quote is an estimate, not a fixed price, until we confirm the booking in writing.
If the property turns out to be materially different from what was described (significantly larger, in much heavier condition, or needing work outside the agreed scope), we will tell you before continuing and agree a revised price with you. We will not simply carry on and charge more.
Quotes are valid for 30 days unless we say otherwise.

3. Bookings and access

A booking is confirmed once we have agreed a date, time, scope of work and price with you, and we have confirmed it back to you. Please tell us at the time of booking how we will get in.

You must arrange safe and lawful access to the property for the whole of the booked slot, either by being there, leaving a key, giving entry codes, or arranging access through a concierge or agent.
If keys are left with us, we hold them securely and use them only for your job. Please make sure keys work and any alarm codes are correct and current.
If we cannot get in, or we are kept waiting, we will try to contact you. If we still cannot start, the visit may be treated as a late cancellation (see section 4).
Arrival times are given as a window, not a fixed minute. Traffic, parking and overruns happen; we will tell you as soon as we know we will be late.
Our minimum booking is 2 hours. Shorter visits are charged at the 2-hour rate.

4. Cancelling or rescheduling

Plans change, and we would always rather move a booking than lose it. Please give us as much notice as you can.

Cancel or reschedule free of charge by giving us at least 24 hours' notice before the booked start time.
If you cancel with less than 24 hours' notice, or we cannot get in on arrival, we charge 50% of the booking value to cover the slot and the team's time.
We will only cancel or move a booking where we have to, such as for illness, an unsafe property, severe weather or something else outside our control. If we do, we will offer you the earliest alternative slot or a full refund of anything paid for that visit.
For regular bookings, either of us may end the arrangement by giving 7 days' notice; any visit already booked inside that period still stands unless cancelled under this section.

5. Payment

We accept bank transfer and debit or credit card. We do not accept cheques.
For one-off cleans, payment is due on completion of the visit. Regular and commercial clients are invoiced, with payment due within 7 days of the invoice date.
No deposit is required for standard bookings. For large one-off jobs such as end of tenancy or post-construction cleans we may ask for a deposit, which we will always agree with you first.
Invoices unpaid after 7 days may carry a late payment charge of £10, and we may pause further bookings until the account is settled. For business clients we may also claim interest and costs under the Late Payment of Commercial Debts (Interest) Act 1998.
Prices quoted are for the service described. Any extra work agreed on the day is charged in addition, at a price agreed with you first.

6. What a clean includes

What is included depends on the service booked, and is set out in the written specification we agree with you. As a general guide:

Normally included

Cleaning, wiping and sanitising of kitchens, bathrooms, living spaces and bedrooms as specified.
Floors: vacuuming, mopping and hard floor care as appropriate to the surface.
Surfaces, fittings, skirtings, doors and reachable glass within the agreed scope.
All cleaning products and professional equipment. We arrive fully equipped.

Not included unless agreed in advance and priced separately

Anything needing ladders or work at height beyond a standard step stool, or the outside of windows above ground floor level.
Clearing heavy clutter, rubbish removal, or moving heavy furniture and appliances.
Biohazards, mould remediation, pest debris, drug paraphernalia, animal or human waste beyond normal domestic levels.
Cleaning inside occupied wardrobes and drawers, or handling personal possessions.
Garden, garage, loft or exterior areas.
Specialist treatments such as carpet extraction, upholstery or oven deep cleaning, unless booked as part of the service.

Some things cannot be fixed by cleaning: permanent staining, worn or damaged surfaces, limescale that has etched into a finish, and paintwork that lifts when cleaned. We will tell you when we think that is the case rather than keep scrubbing.

7. Your responsibilities

Access: provide safe, lawful entry for the booked slot, as set out in section 3.
Parking: tell us about parking restrictions, permit zones and congestion or emission charges. Where parking must be paid for, or a permit provided, that is your responsibility and any charge we incur is added to your bill.
Utilities: make sure running hot and cold water, electricity and adequate lighting are available. We cannot deliver a full clean without them, particularly for end of tenancy and post-construction work.
Valuables: put away or secure cash, jewellery, documents and anything fragile or irreplaceable before we arrive. Please tell us in advance about antiques, delicate surfaces or items needing particular care.
A safe place to work: tell us about hazards, faulty fittings, unstable surfaces or anything else we should know. We may stop work and leave if a property is unsafe, and if we do, section 4's cancellation terms apply.
Pets and children: let us know about pets, and keep them and any children away from areas being cleaned while products are in use.
Our staff: our cleaners are entitled to work free of abuse, harassment or discrimination. We will end a visit, and may end the arrangement, if that is not the case.

8. Breakages, insurance and liability

Our cleaners are trained, experienced, DBS checked and insured. Even so, accidents occasionally happen.

If we break or damage something, tell us within 24 hours of the visit so we can investigate while the facts are fresh. We will repair, replace or compensate for items we are responsible for, at our reasonable option.
We hold public liability insurance, and a copy of our certificate is available on request.
We are not responsible for damage caused by pre-existing wear, faulty or badly fitted items, surfaces already damaged before we arrived, or items that were not disclosed as requiring special care.
We do not accept liability for the failure of appliances or fittings we did not touch, for damage arising from your instructions to use a particular product, or for loss caused by the lack of access, utilities or parking described in section 7.
Except for death or personal injury caused by our negligence, fraud, or anything else that cannot lawfully be excluded, our total liability in connection with a booking is limited to the price paid for that booking. We are not liable for indirect or consequential loss, such as lost rent, lost deposit beyond the value of the clean, or lost business.
Nothing here limits your statutory rights as a consumer.

9. Complaints and our re-clean policy

If something is not right, we would much rather fix it than argue about it.

Tell us within 48 hours of the clean, by email or phone, describing what was missed. Photographs help.
Where the work fell short of the agreed specification, we will return and put it right free of charge, within the same scope. We ask for reasonable access to do so.
Please give us the chance to re-clean before arranging another cleaner, as we cannot reimburse third-party costs we were not given the opportunity to avoid.
If you are still unhappy after a re-clean, write to us at info@crystalclearcleans.co.uk and we will respond in writing, setting out our position and what we propose to do.

10. Privacy

We handle your personal data (your name, contact details, address and the details of your booking) as described in our privacy policy. Please read it alongside these terms.

11. Changes to these terms

We may update these terms from time to time. The version that applies to your booking is the version published on this page when the booking was confirmed. For ongoing regular cleaning, we will give you reasonable notice of any material change.

12. Governing law

These terms, and any dispute arising out of them or out of the services we provide, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you live elsewhere in the United Kingdom, you may also bring proceedings in your local courts.

13. How to reach us

Email: info@crystalclearcleans.co.uk
Phone: +44 7908 985423
Location: London, United Kingdom

Ready to book? Send us your details and we will come back with a written price.

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