Terms and conditions
1. Introduction
1.1. These Terms & Conditions apply to all residential cleaning services provided by Humber Shine Cleans Ltd (“we”, “us”, “our”).
1.2. By booking with us, the Client agrees to be bound by these Terms.
1.3. We may update these Terms at any time; the latest version will be shown on our website.
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2. Services Provided
2.1. We provide residential cleaning services including:
• Regular weekly/fortnightly domestic cleans
• Deep cleans
• One-off/spring cleans
• End of tenancy cleans
2.2. We do not provide any commercial or office cleaning services.
2.3. Service details will be agreed at the time of booking. Results may vary depending on property condition.
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3. Products & Equipment
3.1. For regular weekly/fortnightly contracted domestic cleans:
• The Client must provide all cleaning products and basic equipment, including: surface cleaners, bathroom cleaners, floor cleaners, cloths, brushes, mop/bucket, and a working vacuum.
• Products must be safe to use and in working order.
3.2. For deep cleans, end of tenancy cleans, and one-off cleans:
• We provide our own cleaning products and equipment unless agreed otherwise.
3.3. If the Client asks us to use their specialist or personal products, this must be confirmed in advance.
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4. Specialist Surfaces & Materials
4.1. The Client must inform us before the clean of any surfaces, appliances, or materials that:
• Require specialist cleaning techniques
• Require specific or non-standard cleaning products
• Are sensitive, delicate, or easily damaged
4.2. Examples include but are not limited to: marble, natural stone, unsealed wood, brass, antique furniture, speciality flooring, and unique coatings.
4.3. If no information is provided, we will assume standard cleaning products are safe to use.
4.4. We are not liable for damage caused due to the Client failing to disclose special care requirements.
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5. Liability for Products (Very Important Section)
5.1. We are not liable for any damage caused by:
• Cleaning products provided by the Client
• Cleaning products supplied by us, where the Client did not disclose special care requirements or restricted-use surfaces
• Old, worn, unstable or deteriorated items
• Pre-existing damage
5.2. If the Client supplies faulty, corrosive, expired, or inappropriate products, all liability rests with the Client.
5.3. We are insured for accidental damage caused by our staff where no product-related or disclosure-related issue applies.
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6. Bookings & Access
6.1. All bookings must be confirmed verbally, in writing, or via our booking system.
6.2. The Client must provide safe and timely access to the property.
6.3. If we cannot gain access, the full fee may still apply.
6.4. The property must have working electricity, lighting, and hot water.
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7. Pricing & Payment
7.1. Quotes are based on the information provided at booking.
7.2. If the property is significantly dirtier or more cluttered than described, we may:
• Adjust the quote, or
• Reduce the service to fit the paid time
7.3. Payment is due on the day of the clean unless agreed otherwise.
7.4. Late or missed payments may result in cancelled services.
7.5. For deep clean services, a non-refundable deposit of 25% of the total quoted price is required at the time of booking to secure the appointment. The remaining 75% balance is payable on the day of the clean and must be paid in full before the Cleaner leaves the property.
7.6.For all Carpet,upholstery,fridge/freezer and oven cleans a non-refundable booking fee of £20 is required to secure any carpet or upholstery cleaning appointment. The booking fee must be paid before the Service Provider will confirm and allocate a booking date and time.
The £20 booking fee will be deducted from the total cost of the service. The remaining balance is payable on the day of the clean in accordance with the Payment Terms.
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8. Cancellations
8.1. A minimum of 48 hours’ notice is required to cancel or reschedule.
8.2. Cancellations made within 48 hours may be charged up to 100% of the service fee.
8.3. If we cancel or reschedule, we will provide reasonable notice.
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9
. Quality Guarantee
9.1. If the Client is unhappy with any part of the clean, we must be notified within 24 hours.
9.2. We will return to fix the issue free of charge where reasonable.
9.3. No refunds are issued without a return visit attempt.
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10. Health & Safety
10.1. Staff will not lift heavy furniture (over 15kg) or work in unsafe areas.
10.2. Staff will not clean any bodily fluids, infestations or hazardous waste.
10.3. If unsafe conditions are found, work may be paused or cancelled.
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11. Client Responsibilities
11.1. The Client must:
• Provide accurate information at booking
• Disclose specialist surfaces/materials
• Ensure surfaces are accessible and free from excessive clutter
• Provide required cleaning products/equipment for regular domestic cleans
11.2. Valuables or fragile items should be stored safely before the clean.
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12. Pets
12.1. Pets must be secured during the clean unless otherwise agreed.
12.2. We are not responsible for pets escaping due to unsecured doors, gates, or windows.
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13. End of Tenancy Cleaning
13.1. Property must be empty unless previously agreed.
13.2. We cannot guarantee landlord/agent approval where dirt, stains, or damage occurred prior to our visit.
13.3. Utilities must be working (electric, hot water, lighting).
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14. Termination of Regular Service
14.1. Either party may end a regular cleaning agreement with 14 days’ notice.
14.2. Immediate termination may occur due to non-payment, abuse, or unsafe conditions.
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15. Privacy & Data
15.1. All client information is used only for booking and communication.
15.2. We do not sell or share personal information with any third party.
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16. Governing Law
16.1. These Terms are governed by the laws of England and Wales.
16.2. Any disputes will be resolved under UK law.
17. Oven Cleaning
17.1. The oven must be cool, empty, and fully accessible at the time of cleaning.
17.2. We do not guarantee full removal of permanent staining, carbon build-up, or damage that existed prior to our visit.
17.3. If the Client is not satisfied with the oven clean, they must notify us within 48 hours, and we will return once to address the affected areas, provided the oven has not been used since the initial clean
18. Fridge & Freezer Cleaning
18.1. The fridge or freezer must be emptied, switched off where required, and fully accessible at the time of cleaning.
18.2. We do not guarantee full removal of permanent staining, odours, or damage that existed prior to our visit.
18.3. If the Client is not satisfied with the fridge or freezer clean, they must notify us within 48 hours, and we will return once to address the affected areas, provided the appliance has not been used since the initial clean.
19. Carpet Cleaning
19.1. Carpet cleaning results may vary depending on the age, condition, fibre type, and pre-existing stains or damage.
19.2. We do not guarantee the removal of stains, odours, or restoration of the carpet to its original condition.
19.3. The Client acknowledges that some staining, discolouration, or wear may be permanent and accepts that no re-clean or guarantee applies to carpet cleaning services.
