Fair, plain-English terms
The rules that apply when you book a clean with us. We've tried to keep them short, friendly and human.
Last updated: 22 June 2026
1. Agreement
By booking a clean with Hertfordshire Cleaners ("we", "us") you agree to these terms. The contract is between you ("the customer") and Hertfordshire Cleaners. Bookings can be made by phone, WhatsApp, email or through our website.
2. The service we provide
We provide domestic, commercial, office, after-party, oven and garden cleaning across Hertfordshire. Each booking includes eco-friendly products, equipment, public liability insurance and a DBS-checked cleaner.
3. Quotes and prices
Quotes are valid for 14 days. Prices are charged per hour with a 2-hour minimum (3 hours for deep cleans). One-off cleans are payable on completion; regular cleans are invoiced after each visit. VAT is not charged , we operate under the VAT threshold.
4. Payment
We accept bank transfer, card (Stripe) and direct debit (GoCardless). Invoices are due within 7 days. Late payments may incur an 8% per-annum interest charge under the Late Payment of Commercial Debts Act 1998.
5. Cancellations & rescheduling
Please give 24 hours' notice to cancel or rebook , no fee. Same-day cancellations are charged at one hour of the cleaner's rate to cover lost work. No-access (e.g. we arrive and can't get in) is charged at one hour.
6. Access to your property
You agree to provide safe access , by being home, leaving a key, or sharing a door code. Keys are stored with no address attached and held in a locked safe. You must inform us of pets, alarms, fragile items or anything we should know before our first visit.
7. Your responsibilities
Please make sure utilities are working (water, electricity, heating), point out anything that needs special care, and remove any valuables you'd rather we didn't touch. Tell us about allergies so we can adjust products.
8. Re-clean guarantee & complaints
If something's missed, please tell us within 24 hours by phone or email. We'll return to put it right free of charge. If you're still unhappy after that, our Complaints Procedure applies.
9. Liability & insurance
We carry £5m public liability insurance. We accept liability for damage directly caused by our negligence, up to the replacement value of the item. We do not accept liability for damage caused by pre-existing faults, items not declared as fragile, or for normal wear-and-tear.
10. Ending the agreement
Either party can end a regular cleaning arrangement with 7 days' written notice. We reserve the right to refuse or end service for abusive behaviour, unsafe working conditions, or non-payment.
11. Governing law
These terms are governed by the laws of England and Wales. Any disputes will be heard in English courts.
Questions about this policy?
Email team@hertfordshirecleaners.co.uk and we'll reply within 2 working days.