Terms & Conditions

2. Contract

2.1. These Terms and Conditions represent a contract between Cleo's Cleaning Co and the Client.

2.2. The Client agrees that any use of Cleo's Cleaning Co’s services, including placing an order for services by telephone, email, or website forms, shall constitute the Client’s acceptance of these Terms and Conditions.

2.3. Unless otherwise agreed in writing, these Terms and Conditions shall prevail over any other terms of business or purchase conditions put forward by the Client.

2.4. No variation or alteration of these Terms and Conditions shall be valid unless approved in writing by a director of Cleo's Cleaning Co.

2.5. Cleo's Cleaning Co operates a minimum charge of 2 hours per cleaning visit.

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3. Booking and Payment

3.1. All bookings must be made at least 24 hours in advance. 3.2. Payment is due upon completion of the service unless otherwise agreed in writing.

3.3. Cleo's Cleaning Co accepts cash, credit/debit cards, and electronic transfers.

3.4. Recurring services may be subject to a contract and scheduled payments.

3.5. All prices include VAT where applicable.

3.6. Cleo's Cleaning Co reserves the right to require a deposit for larger bookings or new clients. Failure to pay the deposit may result in cancellation of the booking.

3.7. Any overdue payments may be subject to late fees at a rate of 8.5% and, if necessary, legal action to recover outstanding amounts.

3.8. Consistent late payment will result in a 20% prepayment requirement for all future work.

3.9. Cleo's Cleaning Co reserves the right to adjust service prices annually in line with inflation, wage increases, or other reasonable circumstances.

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4. Cancellation Policy

4.1. Cancellations made 48 hours or more before the scheduled appointment – A full refund will be issued, or the payment can be transferred to a future booking with no penalty.

4.2. Cancellations made between 24–48 hours before the appointment – 50% of the booking fee will be retained as a cancellation charge.

4.3. Cancellations made within 24 hours of the appointment – No refund will be issued.

4.4. Cancellations within 48 hours must be processed via phone or email.

4.5. Clients under a contract cleaning agreement are subject to the cancellation terms outlined in their service contract. Failure to provide the required notice may result in a cancellation charge as specified in the agreement.

4.6. If Cleo's Cleaning Co arrives at the property and is unable to gain access due to client absence or restricted entry, the booking will be considered a no-show, and 100% of the booking fee will be charged.

4.7. If Cleo's Cleaning Co must cancel a service due to unforeseen circumstances, it will provide as much notice as possible, offer an alternative appointment, or issue a full refund if rescheduling is not feasible.

4.8. Cancellations can be made online up to 48 hours before the appointment. Cancellations within 48 hours must be made via phone or email. Refunds, if applicable, will be processed within 5–7 business days.

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5. Access to Property

5.1. The Client must ensure access to the property at the scheduled time.

5.2. If a key is required for entry, it must be provided in advance or securely arranged.

5.3. Cleo's Cleaning Co is not responsible for security breaches or theft if entry has been arranged via key collection or alternative methods approved by the Client.

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6. Service Satisfaction

6.1. Any complaints regarding cleaning services must be reported within 24 hours of service completion.

6.2. Cleo's Cleaning Co will arrange a complimentary re-clean of the affected area if the complaint is deemed valid. Refunds are not provided.

6.3. Cleo's Cleaning Co does not guarantee the removal of all stains, marks, or permanent damage that existed prior to service commencement.

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7. Liability

7.1. Cleo's Cleaning Co is insured but is not liable for pre-existing damages.

7.2. Clients must secure fragile or valuable items before service begins. Cleo's Cleaning Co will not be responsible for loss or damage to such items unless caused by proven negligence of its staff.

7.3. Any damage claims must be reported within 24 hours of service completion. Claims made after this period will not be considered.

7.4. Cleo's Cleaning Co shall not be liable for any indirect, special, or consequential loss or damage, including but not limited to loss of profits, business interruption, or reputational damage.

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8. Health and Safety

8.1. Cleo's Cleaning Co’s staff are trained to handle cleaning products safely.

8.2. The Client must inform Cleo's Cleaning Co of any allergies, sensitivities, or special cleaning requirements before service commencement.

8.3. Cleo's Cleaning Co reserves the right to refuse service in unsafe environments, including properties containing hazardous materials, infestations, or extreme unsanitary conditions.

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9. Privacy Policy

9.1. Cleo's Cleaning Co complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

9.2. Client information is confidential and used solely for service-related purposes.

9.3. Cleo's Cleaning Co does not share or sell client details to third parties.

9.4. Cleo's Cleaning Co reserves the right to retain service records for legal and operational purposes.

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10. Indemnity

10.1. The Client agrees to indemnify and hold harmless Cleo's Cleaning Co, its directors, employees, and affiliates from any claims, damages, liabilities, or legal expenses arising from: a) Misuse of Cleo's Cleaning Co’s services; b) Failure to disclose relevant property conditions that affect service delivery; c) Breach of these Terms and Conditions.

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11. Amendments

11.1. Cleo's Cleaning Co reserves the right to modify these terms at any time.

11.2. Clients will be notified of any changes that may affect their booked services.

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12. Governing Law

12.1. These terms are governed by the laws of England and Wales.

12.2. Any disputes arising from these Terms and Conditions shall be resolved in the courts of England and Wales.

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13. Legal Disclaimer

13.1. The information contained in these Terms and Conditions is for general guidance and does not constitute legal or professional advice. Cleo's Cleaning Co does not accept any liability for any actions taken based on the information provided in these terms.

13.2. Cleo's Cleaning Co shall not be liable for any damages resulting from the misuse or misinterpretation of these Terms and Conditions.

13.3. By accepting services from Cleo's Cleaning Co, the Client acknowledges and agrees to these Terms and Conditions in full.

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By booking a service, the Client acknowledges and agrees to these Terms and Conditions.