End of Tenancy Cleaning Terms & Conditions

THE CLEAN THEORY

End of Tenancy Cleaning

Terms & Conditions

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

1. These Terms

These Terms & Conditions govern end-of-tenancy cleaning bookings with The Clean Theory Ltd, trading as The Clean Theory ("we", "us"). You accept these Terms electronically as part of the booking process, and we keep a record of that acceptance.

2. Our Service

Our end-of-tenancy clean is a comprehensive deep clean, including as standard the items that are chargeable extras under our ordinary domestic service — oven interior, microwave interior, fridge/freezer interior, and internal kitchen and bathroom cupboards — alongside full kitchen and bathroom cleaning, dusting, vacuuming, sweeping, mopping, skirting boards, doors and handles, internal windows, and bin changes.

Our aim is to leave the property thoroughly cleaned. We can't guarantee that any specific landlord, letting agent, inventory, or check-out report will be passed, as those assessments can cover matters outside the scope of cleaning, such as general wear and tear, maintenance issues, or décor. Pricing is fixed, based on the property details provided at booking.

3. Requesting a Booking

A booking request tells us what you need — it is not a confirmed booking. We require a minimum of 2 days' notice; all bookings are subject to availability. A booking is only confirmed once we have confirmed availability, received payment, and recorded your acceptance of these Terms. Since end-of-tenancy cleans are usually tied to a fixed move-out date, we'd recommend booking as early as your date is known.

4. Payment

Payment is due in full, by bank transfer to The Clean Theory Ltd's business bank account, at the time of booking, before your appointment is confirmed. Bank details will be provided when we confirm your booking.

5. Your Right to Cancel

If you are booking as a consumer (for your own personal purposes), you may have a statutory right to cancel within 14 days under the Consumer Contracts Regulations 2013. Because end-of-tenancy cleans are usually needed within 14 days of booking, tied to a fixed move-out date, we will ask you to expressly request that we begin the service before this period ends and to confirm you understand the consequences, in the same way described in our Domestic Cleaning Terms & Conditions. If you are booking in the course of a business (for example, as a letting agent or landlord acting in that capacity), this consumer right does not apply in the same way, and your booking is governed by the cancellation terms in Section 6.

6. Cancellations

• 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.

7. Property Must Be Vacant and Accessible

The property should be vacant, reasonably clear of personal belongings, accessible, and ready for cleaning at the agreed appointment time. Please complete removals and moving activities before your appointment wherever reasonably possible.

If the property is still occupied, belongings are still being moved, or significant areas are inaccessible at the agreed time, we may be unable to complete the full service. In that situation, additional charges may apply, or we may need to reschedule.

8. Property Condition

Our price is based on the property details and condition you describe when booking. 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 additional work and agree an additional charge first. If the property's actual condition makes the booked service impractical, we may decline or reschedule, 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 — for example, by being present, leaving keys or an access arrangement (key safe, concierge, letting agent collection), or another agreed method. If we're unable to gain access, we will try to contact you and wait a reasonable period 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

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 hold Public Liability insurance and will handle any accidental damage in accordance with our incident procedure and insurance policy. Nothing in these Terms excludes or limits any liability that cannot legally be excluded.

11. 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, we will contact you as soon as reasonably practicable and offer to reschedule. If rescheduling isn't suitable given your move-out deadline, we will provide a full refund.

12. Complaints

If you, your landlord, or your letting agent are unhappy with any aspect of the clean, please contact us at hello@thecleantheory.uk as soon as possible — ideally within 24 hours, given how tight check-out timelines often are. Photographs are helpful where relevant. We'll review the issue and offer an appropriate resolution, which may include a re-clean where timing allows, a partial refund, or a full refund in appropriate circumstances.

13. Your Information

Full details of how we handle your personal information 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.