Terms & conditions

These terms apply to all cleaning services supplied by HTM Cleanning Ltd, trading as HTM Cleanning LTD (“we”, “us”). By booking a service, whether online, by telephone or by email, you agree to them.

Nothing in these terms removes or limits your statutory rights as a consumer under the Consumer Rights Act 2015. Where any term conflicts with those rights, your statutory rights prevail.

Commercial contract clients are supplied under a separate written site agreement, which takes precedence over these terms where the two differ.

• Prices shown on this website, including in the online booking form, are guide prices based on the information you give us.
• We confirm a fixed price in writing before any work begins. Once confirmed, that price does not change on the day — if we have underestimated the time required, that is our cost to absorb.
• The fixed price only changes if the work you ask for changes, or if the property is materially different from what you described. In that case we will stop, explain, and agree a revised price with you before continuing.
• Quotes are valid for 30 days. All prices include cleaning products, equipment, travel within our service area and insurance.
• HTM Cleanning LTD is not currently VAT registered, so no VAT is added to our prices.
• Paid parking, congestion or clean-air charges are the only costs we may add where they are unavoidable, and we will always tell you before the visit.

• A booking is confirmed when we send you a booking reference, not when you submit the form.
• Payment terms: For residential and commercial visits, we invoice following booking confirmation or on completion. No payment is taken online today. Invoices can be paid securely by bank transfer or card. Both figures and terms are transparently confirmed in writing before attendance.
• Bank transfer invoices are due within 7 days of the invoice date. Please use your booking reference as the payment reference.
• Commercial and letting agent accounts may be set up on 7-day terms by arrangement.
• We do not accept cash. Late payment on account may attract statutory interest and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998, which applies to business customers only.

• More than 24 hours before your slot — cancel or reschedule free of charge, for any reason.
• Within 24 hours — we ask for 50% of the visit price, because the slot and the staff are already committed and cannot be reallocated.
• If we cannot gain access on arrival, and we have not been told in advance, the visit is treated as a cancellation within 24 hours. We will always call you before leaving.
• If we cancel — because of staff illness, vehicle failure or anything else — you pay nothing, and we will offer the earliest alternative slot available.
• Where you booked online as a consumer, you have a 14-day right to cancel under the Consumer Contracts Regulations 2013. If you ask us to start work within that period and we complete it, the right to cancel is lost for the completed work.

If any part of the agreed scope has not been done to the standard we promised, tell us and we will return and put it right at no charge.

• Domestic cleaning — report within 48 hours of the visit.
• End of tenancy — report within 7 days. This covers any cleaning issue raised by your landlord, letting agent or inventory clerk.
• Commercial contracts — raised through your account manager and corrected before the next monthly audit report.

The guarantee covers the scope we agreed in writing. It does not cover work outside that scope, pre-existing damage, staining or wear that cannot be removed by cleaning, or deterioration occurring after we left. For end of tenancy work the property must be empty and utilities on for the guarantee to apply.

• You are responsible for providing safe access at the agreed time, and for telling us about anything hazardous — faulty wiring, damaged flooring, aggressive animals, sharps or known infestations.
• Where we hold a key, it is logged against a reference code rather than an address and kept in a locked cabinet at our trading address. Keyholding is covered by our insurance.
• Please secure or remove cash, jewellery and irreplaceable items before a visit. We ask this of every customer and it protects both sides.
• We need running water and electricity to work. If utilities are off, tell us in advance — it materially changes what is possible and may affect the price.
• For hoarded property work, nothing is removed without the resident's agreement, or without your written instruction where there is no resident to consult.

We carry public liability and treatment-risk insurance. If we damage something, tell us within 48 hours so we can inspect it, and we will repair, replace or compensate you for it.

We are not able to accept liability for:

• damage caused by pre-existing faults, wear, or items already broken or insecurely fixed;
• damage arising from cleaning products you asked us to use against our advice;
• failure of an appliance we cleaned but did not dismantle, where the fault was not caused by our work;
• deterioration of surfaces already damaged, such as failed grout, crazed enamel or lifting laminate;
• loss you could have avoided by telling us about a hazard or a fragile item.

Our total liability for any one job is limited to the greater of the price of that job or the amount recoverable under our insurance. This limit does not apply to death or personal injury caused by our negligence, to fraud, or to anything else that cannot lawfully be limited.

Our first response to a problem is always to return and re-clean, because that is what actually solves it. Where a refund is appropriate:

• request it from your account area, or by email, quoting the invoice reference and the reason;
• we review every request within one working day;
• approved refunds are returned to the original payment method and take 5 to 10 working days to clear, depending on your bank;
• partial refunds may be offered where part of the scope was delivered satisfactorily.

Refunds are processed by our payments provider. We are unable to refund to a different card or account from the one used to pay.

All cleaners are directly employed by us, trained by us and DBS-checked before working unaccompanied. We do not subcontract domestic or office work.

Please do not offer our staff work directly. If you engage a member of our staff privately within six months of them last attending your property, we reserve the right to charge an introduction fee of £400 to cover recruitment, vetting and training costs.

Our staff may refuse to carry out a task that is unsafe, outside the agreed scope, or that requires equipment they do not have. They will call the office rather than simply declining.

Tell us. Call 0780 2610 1909 or email info@htmcleanning.co.uk and we will acknowledge it within one working day and give you a resolution or a plan within five.

If we cannot resolve it between us, you may be able to refer the matter to an alternative dispute resolution scheme, and you retain the right to take action in the county court.

We may update these terms. The version that applies to your booking is the one published when your booking was confirmed.

If any provision of these terms is found to be unenforceable, the remaining provisions continue in force.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

How we handle your personal data is set out in our privacy policy.