Customer information

Terms of service

Last updated: [date you publish]

1. About us

CFL and Cleaning For London are trading names of [your full legal name] (“we”, “us”). Our address for service is [address]. You can contact us by email at [email] or by phone on [phone].

[If you trade as a limited company, replace the paragraph above with your company name, registered number, registered office and place of registration.]

2. These terms

These terms apply to every cleaning, laundry and related service we provide. Some sections apply only to consumers (people booking for themselves, not for a business). If you're a letting agent, landlord business or short-let host operating as a business, you are a business customer, and we may also agree separate account terms with you in writing.

3. Booking

• You can book online, by phone, by message or by email. Online, you see the full price for the service, property size and extras you choose before you send your booking.
• Sending a booking through our website is a request. We check we can attend and then confirm in writing (by email or message), usually within 2 hours between 07:00 and 20:00. A contract is formed only when we send that confirmation. If we can't do the time you asked for, we'll offer the nearest alternative, and you're free to say no.
• Arrival times are given as a window (for example 11:00 to 14:00). We'll tell you if we're running late.
• We currently work in postcode districts W8, W10, W11, W14, SW1X, SW3, SW5, SW7 and SW10 (in and around Kensington & Chelsea). We can't accept online bookings elsewhere, but we may agree work nearby in writing.
• Custom quotes we send in writing are valid for 30 days.
• Please give accurate details. The price is based on what you tell us about the property.
• If the property is materially different from what you described (for example, larger, or needing much more work), we'll tell you before starting. We'll only carry out extra work if you agree the new price first. If you don't agree, you can cancel without charge.

4. Prices and payment

• Our quoted price is the total you pay. It includes cleaning products, equipment and travel within the areas we cover. [Confirm this also covers parking and congestion charges, or list them clearly in every quote.]
• We are not VAT registered, so no VAT is charged. If we register in future, we will update these terms and show VAT clearly before you book.
• Consumers pay the balance (the price minus any deposit) after the clean, within 7 days of our invoice, by card or bank transfer.
• Business customers pay within [14] days of our invoice. We may charge statutory interest on late payment by business customers under the Late Payment of Commercial Debts (Interest) Act 1998.
• We never ask you to pay to a different bank account by email or message. If you get a message like that, call us on our usual number before paying.

Deposits

• At the moment we don't take deposits for online bookings: you pay after the clean. If we introduce deposits, we'll show the amount clearly before you book, and the rules below will apply.
• Where we ask for a deposit to hold your slot, it is £25 for bookings up to £100, £50 for bookings from £100.01 to £250, and £75 above £250. The deposit is never more than half the price.
• The deposit is part of the price, not an extra charge. It comes off your final bill.
• Deposits are taken by our payment provider, Stripe. We never see or store your card details.
• We hold your slot for 24 hours while you pay. If the deposit isn't paid in that time, we may release the slot.
• If we can't accept your booking, we refund the deposit in full within 2 working days.
• Refunds go back to the card you paid with. Your bank may take a few days to show them.
• Account customers who are invoiced monthly don't pay deposits unless we agree otherwise in writing.

5. Access, keys and the property

• You agree to give us access at the booked time, with working electricity, water and hot water.
• Keys and access codes are stored securely, never labelled with an address, and returned or deleted when you ask or when our work ends. Please send access codes by phone or message, not through our website form.
• If we can't get in at the booked time, or it isn't safe to work, we'll contact you. If you didn't tell us at least 24 hours in advance, we may keep your deposit (or, if you didn't pay one, charge up to [50]% of the price) to cover the time reserved for you.
• Please remove or point out valuables and fragile items. We don't move heavy furniture or work at height above a standard step ladder.

6. Your right to cancel (consumers)

If you're a consumer and you book with us online, by phone or by message, you have the right to cancel the contract within 14 days without giving a reason. The 14 days start on the day we confirm your booking.

If you ask us to carry out the clean within those 14 days, you must ask us expressly to do so. If you then cancel after we've started, you'll pay a proportionate amount for the work done up to when you told us. Once the service has been fully completed at your request, you can no longer cancel it.

To cancel, tell us clearly by email, phone or message. You can use the form below but you don't have to. We'll refund any money owed within 14 days of you telling us, using the same payment method you used.

7. Cancelling or moving a booking (all customers)

• You can cancel or move a booking free of charge up to 24 hours before the start time. If you cancel, we refund your deposit in full. If you move the booking, we carry the deposit over to the new date.
• With less than 24 hours' notice, we may keep your deposit (or, if you didn't pay one, charge up to [50]% of the price), because we'll usually have turned other work away for that slot and can rarely fill it at short notice. We won't keep more than this. This doesn't reduce a consumer's 14-day right to cancel in section 6.
• If a short-let guest cancels their stay, you can move the turnover free of charge.
• If we need to cancel or move a booking, we'll tell you as early as we can and offer another slot. If that doesn't suit you, we'll refund your deposit and anything else you've paid for it.

8. Our standard and re-clean guarantee

We carry out every service with reasonable care and skill, to a written checklist.

If you're not happy with a clean, or a check-out or inventory report lists cleaning items we were booked to cover, send us the details (and photos or the report if you have them) within 48 hours of the clean. We'll come back and put it right free of charge, usually within 2 working days.

The guarantee doesn't cover marks, stains or damage that cleaning can't remove (for example wear and tear, burns, permanent staining or limescale damage), areas we couldn't reach, or problems caused after we left. We'll tell you about anything like this in our photo report.

9. Breakages and damage

We take care in every property. If we damage something, tell us within 48 hours and we'll repair it, replace it, or pay a fair amount for it. We hold public liability insurance for this. We're not responsible for damage caused by items that were already faulty, badly fitted or not suitable for normal cleaning, unless we were careless.

10. Our responsibility to you

• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.
• For consumers: we're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. Your legal rights under the Consumer Rights Act 2015 are not affected.
• For business customers: we're not liable for loss of profit, loss of bookings or rental income, or any indirect loss. Our total liability for any booking is limited to [the greater of the price of that booking or £X], except where our insurance pays out more.

11. Photos and reports

We take photos of the property before and after we clean, to record our work and any problems. We avoid photographing people or personal documents. We share these photos only with you (and anyone you ask us to send them to). We don't publish them, for example on social media, without your written permission. See our privacy notice for how we keep them.

12. Complaints

If something isn't right, contact us at [email] or [phone]. We'll acknowledge your complaint within 2 working days and aim to resolve it within 14 days.

13. Law

These terms are governed by the law of England and Wales. If you're a consumer living in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

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