Last updated: 30 August 2026
 
These Terms & Conditions apply to all cleaning services booked through Cleany (“Cleany”, “we”, “us” or “our”). By making a booking with us, you agree to these Terms & Conditions.

1. Our Services
Cleany provides cleaning services for homes, apartments, holiday lets and other residential properties.
We work with a selection of carefully selected and experienced cleaners and match customers with a suitable cleaner based on the location, property and cleaning requirements provided at the time of booking.
The cleaner assigned to a booking may vary depending on availability, location and the requirements of the service.

2. Booking a Clean
Bookings can be made through our online booking system or by contacting us directly.
When making a booking, you are responsible for providing accurate information, including:

• Your name and contact details

• The property address

• The type of property

• The number of bedrooms and bathrooms

• The cleaning service required

• Any relevant access instructions

• Any specific requirements or information that may affect the cleaning
   

We reserve the right to amend the price or duration of a booking if the information provided is materially different from the condition, size or requirements of the property.
A booking is confirmed once you have received confirmation from Cleany.

3. Cleaning Times
We provide an estimated cleaning duration when a service is booked. Actual cleaning times may vary depending on the condition and requirements of the property.
Cleaners are not required to remain at a property for longer than the booked cleaning period unless additional time has been agreed.
If additional cleaning is requested during a booking, this may incur an additional charge and will be subject to the cleaner's availability.

4. Access to the Property
Customers are responsible for ensuring that the cleaner can access the property at the agreed time.
Where keys, access codes or other entry arrangements are required, these must be provided in advance.
If the cleaner is unable to access the property due to the customer not being available or failing to provide the required access information, the booking may still be chargeable.
For security reasons, customers should not provide unnecessary personal information or access details to cleaners.

5. Cleaning Products and Equipment
Unless otherwise agreed, the customer is responsible for providing suitable cleaning products and equipment required for the clean.
If you would like your cleaner to bring cleaning products or equipment, this should be requested at the time of booking and may be subject to an additional charge.
Customers must inform us or the cleaner of any allergies, sensitivities, delicate surfaces or materials that require particular cleaning products or methods.
Cleaners will not use products or equipment that they reasonably believe may cause damage to a property or its contents.

6. Customer Responsibilities
Customers are responsible for ensuring that the property is reasonably accessible and safe to clean.
Please ensure that:

• Floors and surfaces are reasonably accessible

• Valuable or fragile items are safely stored

• Any hazardous substances are removed

• Pets are secured where necessary

• The cleaner is informed of any relevant hazards or special requirements

Cleaners may refuse to undertake work that they reasonably consider unsafe or outside the scope of the booked service.

7. Pets
Customers must inform Cleany when booking if pets are present at the property.
Customers are responsible for ensuring that pets are appropriately secured if they may interfere with the cleaning service or present a risk to the cleaner.
Cleany and its cleaners cannot accept responsibility for pets that escape due to inadequate arrangements made by the customer.

8. Cancellations and Rescheduling
We understand that plans can change.
Bookings may be cancelled or rescheduled by contacting Cleany as soon as possible.
Where a booking is cancelled with less than 24 hours' notice, a cancellation fee may apply.
Where a cleaner has already travelled to the property or is unable to undertake another booking due to a late cancellation, Cleany reserves the right to charge the full or partial booking fee.
Any cancellation fee applicable to your booking will be communicated at the time of booking or before payment is taken.

9. Late Arrival
We aim to ensure cleaners arrive within the agreed booking window.
Occasionally, circumstances such as traffic, weather or a previous appointment may cause a delay. Where reasonably possible, Cleany or the cleaner will notify the customer of any significant delay.
A delay does not automatically entitle the customer to a refund where the cleaner remains able to complete the agreed cleaning service.

10. Cleaning Standards and Complaints
We aim to provide a consistently high standard of cleaning.
If you are unhappy with any aspect of a clean, you should contact Cleany as soon as reasonably possible and, where possible, within 24 hours of completion.
We may ask for photographs or further information to help us understand the issue.
Where we consider a complaint to be justified, we may offer the opportunity for the cleaner to return and rectify the relevant issue within a reasonable period.
Refunds or other remedies will be considered on a case-by-case basis.

11. Breakages and Damage
Cleaners are expected to take reasonable care when working in a customer's property.
Customers must notify Cleany as soon as reasonably possible if they believe that an item has been damaged during a clean.
Cleany may investigate any reported damage and may request photographs, receipts or other reasonable evidence.
We cannot accept responsibility for:

• Pre-existing damage

• Normal wear and tear

• Damage caused by defective or unsuitable items, surfaces or equipment

• Damage caused by products or equipment supplied by the customer where the cleaner has used them reasonably

• Items that were improperly stored or placed in an unsafe position

Where a cleaner has caused damage through negligence, the matter will be reviewed appropriately.

12. Valuable and Fragile Items
Customers should inform the cleaner of any particularly valuable, fragile or delicate items before cleaning begins.
Customers are encouraged to store valuable items securely and remove them from areas being cleaned where appropriate.
Cleaners may decline to handle items that they reasonably believe require specialist care.

13. Specialist Cleaning
Unless specifically agreed in advance, standard cleaning services do not include specialist services such as:

• Carpet or upholstery cleaning

• External window cleaning

• Mould remediation

• Biohazard cleaning

• Pest-related cleaning

• Heavy lifting

• Removal of hazardous waste

• Specialist restoration

• Cleaning requiring specialist equipment or qualifications

Additional charges may apply where specialist services are agreed.

14. Holiday Lets and Changeover Cleans
For holiday-let and short-term rental properties, the customer is responsible for ensuring that the property is available and accessible at the agreed time.
Where a cleaner is required to work to a strict check-in deadline, this must be communicated at the time of booking.
Cleany cannot guarantee completion by a specific time where the property is significantly dirtier or more time-consuming than the information provided at booking.

15. Payment
Payment must be made using the payment method provided by Cleany.
Prices are displayed or confirmed at the time of booking and may vary depending on the size of the property, cleaning service, duration and any additional requirements.
Additional services requested after a booking has been made may incur additional charges.

16. Cleaner Selection
Cleany works with a selection of hand-picked cleaners.
While we take reasonable steps to select cleaners who meet our standards, individual cleaners are responsible for carrying out the cleaning service professionally and with reasonable care.
Cleany may change the cleaner assigned to a booking where necessary due to availability, illness, location, performance or other circumstances.
Customers may request a particular cleaner, but requests are subject to availability and cannot always be guaranteed.

17. Relationship Between Cleany and Cleaners
Where applicable, cleaners engaged through Cleany may operate as independent contractors or self-employed service providers rather than employees of Cleany.
The specific contractual relationship between Cleany and an individual cleaner does not affect the customer's obligation to comply with these Terms & Conditions.
Where Cleany directly employs a cleaner, the relevant employment relationship will apply.

18. Liability
We take reasonable care in arranging and providing cleaning services. However, Cleany will not be liable for losses that could not reasonably have been anticipated or for indirect or consequential losses.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.

19. Access, Security and Personal Belongings
Customers are responsible for ensuring that their property and belongings are appropriately secured.
Where keys or access codes are provided, customers should only provide the information necessary for the cleaner to access the property.
Cleany and its cleaners will take reasonable care with keys and access information but cannot accept responsibility for losses resulting from information or keys being incorrectly provided by the customer.

20. Confidentiality and Privacy
We respect the privacy of our customers and cleaners.
Personal information provided to Cleany will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.
Customers must not record, photograph or otherwise monitor cleaners without their knowledge and appropriate consent, subject to applicable law.

21. Communication
Customers agree to provide accurate contact details and to respond reasonably promptly where communication is required regarding a booking.
We may contact customers by email, telephone or text message regarding bookings, changes, cancellations or other matters relating to the service.

22. Changes to These Terms
Cleany may update these Terms & Conditions from time to time.
The latest version will be published on our website and will apply to bookings made after the updated terms come into effect.

23. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, subject to any rights you may have as a consumer under applicable law.

24. Contact Us
If you have any questions regarding these Terms & Conditions, your booking or a cleaning service, please contact Cleany through the contact details provided on our website.
Cleany
Cleaning services for homes, apartments and holiday lets.