Domestic Cleaning Terms & Conditions

THE CLEAN THEORY

Domestic Cleaning

Terms & Conditions

The Clean Theory Ltd · hello@thecleantheory.uk · Hertfordshire & London

1. These Terms

These Terms & Conditions govern domestic cleaning bookings with The Clean Theory Ltd, trading as The Clean Theory ("we", "us"). They apply to one-off bookings and to recurring (weekly, fortnightly, or monthly) domestic cleaning arrangements. Nothing in these Terms affects your statutory rights, including your right to services carried out with reasonable care and skill under the Consumer Rights Act 2015.

You accept these Terms electronically as part of the booking process, by ticking a confirmation box. We keep a record of your acceptance, including the date and time, your booking reference, and which version of these Terms you accepted. Where we agree to use our signed Domestic Cleaning Agreement instead, that document incorporates these Terms.

2. Our Service

We offer three levels of domestic cleaning:

• Level 1 — Light Maintenance Clean: for homes that are already reasonably maintained and require regular upkeep.
• Level 2 — Enhanced Clean: for properties needing more time and detail than a normal maintenance clean, including some deeper cleaning.
• Level 3 — Heavy/Grimy Clean: for properties that are poorly maintained, heavily soiled, or require substantially more work. Pricing for Level 3 is assessed after photographs or video where appropriate.

Chargeable additional services (such as oven interior, microwave interior, fridge/freezer interior, internal kitchen or bathroom cupboards, and bed linen changes) are available at the prices set out in our current price list, and will be confirmed with your quote.

Pricing is fixed and based on the property information you give us when requesting a quote. Domestic cleaning may be booked as a one-off service or a recurring arrangement. We use estimated cleaning times internally for scheduling and costing purposes only — you are not charged extra simply because a visit takes longer than we estimated, except where Section 8 (property condition) applies.

3. Requesting a Booking

Submitting a booking request tells us what you'd like and when — it is not a confirmed booking. We require a minimum of 2 days' notice for booking requests. Meeting this minimum does not guarantee availability: all bookings are subject to availability, and if we are unavailable, we will let you know and, where possible, suggest alternative dates.

A booking is only confirmed once we have (a) confirmed the date and time are available, (b) received payment in full, and (c) recorded your acceptance of these Terms.

4. Payment

4.1 Your first clean. If this is your first booking with us, you do not pay in advance. Payment for your first clean is due in full, by bank transfer to The Clean Theory Ltd's business bank account, on the day the clean is completed. Bank details and your payment reference will be provided when we confirm your booking.

4.2 Later bookings. For all bookings after your first clean, payment is due in full, by bank transfer to The Clean Theory Ltd's business bank account, at the time of booking. Your booking is confirmed once payment has been received.

4.3 Unpaid first cleans. If payment for your first clean has not been received within 3 days of the clean, we will send you a reminder. We will not accept further bookings until the balance has been paid.

4.4 Charges on first cleans. If a cancellation or no-access charge applies to a first clean that has not been paid in advance, we will send you an invoice for that charge, payable by bank transfer within 7 days.

5. Your Right to Cancel

If you are booking as a consumer (that is, for your own personal or household purposes rather than as part of a business), you are generally entitled to a 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, during which you may cancel without giving a reason. If you are booking in the course of a business (for example, as a landlord, letting agent, or property manager acting in that capacity), this 14-day consumer right does not apply in the same way, and your booking is instead governed by the cancellation terms in Section 6.

Because cleaning appointments are often needed sooner than 14 days after booking, where the 14-day right applies, we will ask you, as part of the booking process, to expressly request that we begin the service before this period ends, and to confirm you understand what this means. This appears as a checkbox at booking:

"I would like the cleaning service to begin before the end of my 14-day cancellation period. I understand that once the service has been fully carried out, I will lose my right to cancel it, and that if I cancel before it is fully carried out, I may need to pay a proportionate amount for the work already done."

If you do not tick this box and the 14-day right applies to your booking, we will not begin the service until the 14-day period has ended.

6. Cancelling a Single Appointment

• 48 hours or more before your appointment: no charge — full refund or free rescheduling.
• 24–48 hours before your appointment: we'll reschedule where possible; otherwise a cancellation charge of 25% of the booking price applies.
• Less than 24 hours before your appointment: a cancellation charge of 50% of the booking price applies.

These charges reflect our reasonable costs in reserving your appointment. Where we are able to refill a cancelled slot, we will take this into account. This section applies to cancelling a single appointment; if you have a recurring arrangement with us, cancelling one visit does not end the wider arrangement — see Section 7.

7. Recurring Arrangements

If you book recurring domestic cleaning, these Terms, once accepted, govern the whole arrangement — you do not need to re-accept them before each individual visit.

Ending a recurring arrangement is different from cancelling a single appointment. Either you or we may end a recurring arrangement by giving at least 5 working days' notice. This is a flexible, ongoing arrangement rather than a fixed-term commitment — there is no minimum contract length.

8. If the Property Differs From What Was Described

Our price is based on the information you give us when requesting a quote. If, on arrival, the property is significantly dirtier, more cluttered, or otherwise materially different from what was described, we will, wherever reasonably possible, contact you before doing any additional work, explain what's changed, and agree an additional charge with you before proceeding. If the property's actual condition makes the booked service impractical or unsafe to complete, we may decline or reschedule the booking, and will let you know as soon as possible.

9. Access

You are responsible for making sure we can access the property at the agreed time, by whatever reasonable method suits you — for example, being present, a key, a lockbox, a smart lock code, a concierge, or another arrangement agreed with us in advance.

If we're unable to gain access at the agreed time, we will try to contact you and wait a reasonable period (normally around 15 minutes) where appropriate. If access still can't be arranged, the appointment will be treated as a failed/no-access appointment, and the cancellation charge in Section 6 will apply.

10. Damage and Incidents

If something is accidentally damaged during a clean, we will stop, assess the situation, take photographs where appropriate, and notify you as soon as reasonably practicable. We will record what happened and, where appropriate, deal with the matter through our Public Liability insurance.

We hold Public Liability insurance. This does not mean every incident automatically results in an insurance payout — any claim is handled in accordance with the terms of our insurance policy, and some matters may be resolved with you directly rather than through a formal claim. Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot legally be excluded or limited.

11. Complaints

If you're not happy with any aspect of your clean, please contact us at hello@thecleantheory.uk with details of the issue. We'd ideally like to hear from you within 24 hours of your appointment, as this helps us investigate and resolve things while the details are fresh and the property's condition hasn't changed — this is a helpful guideline, not a deadline on your rights. Photographs are useful where relevant.

We will review your complaint and, where appropriate, offer a reasonable resolution — typically a return visit to re-clean the affected area first, or, where that isn't suitable, a partial or full refund.

12. If We Can't Attend

The Clean Theory is currently operated by one person, with no other cleaners available at launch. If we become unable to attend a booked appointment, we will contact you as soon as reasonably practicable and offer to reschedule. If you would prefer not to reschedule, we will provide a full refund. We will not offer credit as a substitute for a refund unless you tell us you'd prefer it.

13. Your Information

We collect and use personal information to provide our service to you. Full details are in our Privacy Notice, available at thecleantheory.uk/privacy, which forms part of these Terms.

14. Contact

The Clean Theory Ltd, trading as The Clean Theory · hello@thecleantheory.uk · Covering Hertfordshire & London

Appendix — Model Cancellation Form

If you are a consumer with an applicable 14-day cancellation right (see Section 5), you may use this form to cancel your contract, though you don't have to use this specific form.

To: The Clean Theory Ltd, 46 Hedworth Avenue, Waltham Cross, Hertfordshire, EN8 8AP, hello@thecleantheory.uk

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:

Service: _______________________________ Ordered on: ____________________________ Customer name: _________________________ Customer address: _______________________ Booking reference: ______________________ Customer signature: _____________________ (only if this form is being sent on paper) Date: __________________________________

You do not have to use this form to cancel. You may cancel by emailing hello@thecleantheory.uk with a clear statement that you wish to cancel your contract.