Grace Cleaning Ltd - All Things Cleaned Just Spotless - Terms and Conditions
Welcome to Grace Cleaning Ltd! Please review our terms and conditions carefully. These
terms and conditions are designed to comply with UK consumer law, including the Consumer
Rights Act 2015.
1. Services Offered
• Domestic Cleaning: Weekly, fortnightly, monthly and one-off services.
• Commercial Cleaning: Tailored to your business needs.
• End-of-Tenancy Cleaning: Thorough cleaning for tenants and landlords.
• Clothes Ironing: Available on request.
2. Service Agreement
Grace Cleaning Ltd will provide the agreed-upon cleaning services at the specified address
("Premises"). Our team of self-employed cleaners ("Cleaners") will attend the Premises at a
mutually agreed time and date ("Service Time"). We strive to deliver high-quality service
diligently and professionally.
3. Cleaning Materials
Cleaning products and equipment can be provided upon request for an additional
charge. Estimated cleaning times are based on averages and may require flexibility.
4. Key Security
Cleaners are advised to keep clients’ keys secure and not attached to the address. While
Grace Cleaning Ltd takes reasonable precautions, we cannot be held liable for any loss or
damage to keys unless directly caused by our negligence.
5. Replacement Cleaners
In case of sickness or holiday, we will make every effort to provide a replacement cleaner
promptly.
6. Satisfaction Guarantee
Your satisfaction is our priority. If you're not satisfied with the service, please contact our
office within 24 hours of completion. We will then endeavour to introduce a replacement
cleaner within seven working days to address your concerns. For any concerns, please contact
us during our normal business hours.
7. Customer Responsibilities and Warranties
The Customer represents and warrants that:
• Safe Working Environment: Customers will provide a safe working environment at
the Premises for the Cleaner to perform the Service.
• Access to Premises: The Cleaner will have unencumbered and unobstructed access to
those areas of the Premises requiring the Service. The Customer will provide the
Cleaner with access to all services and utilities (including hot and cold water,
electricity, and rubbish bins) as required for the Service.
• Treatment of Cleaner: The Customer agrees to behave respectfully and courteously
towards the Cleaner.
• Hazards and Risks: The Customer will advise Grace Cleaning Ltd prior to the
commencement of the Service of any hazards, slippery surfaces, risks or dangers,
ingrained dirt, grease, or grime at the Premises.
• Authorisation and Use: The Customer is authorised to use the Premises and to
obtain the provision of the Service.
• Heavy Items: If the Customer requires the Cleaner to clean behind or under any
heavy items (e.g., fridge, bookshelf, or other furniture), these items will be moved
prior to the commencement of the Service.
• Fragile or Valuable Items: Fragile, delicate, breakable, or valuable items, including
cash, jewellery, works of art, antiques, or items of sentimental value, should be
secured, removed and insured by the customer prior to the commencement of the
Service.
• Preparation for Cleaning:
o Fridges and freezers must be thoroughly defrosted before cleaning can start.
o Kitchen cupboards must be emptied before cleaning can start. These tasks are
not covered under the terms if this is not the case.
o Ovens must be in a condition that will enable thorough cleaning with standard
professional chemical products.
• Cleaning Standards: Grace Cleaning Ltd will make every effort to ensure that
electrical appliances such as microwaves, ovens, fridges, and freezers are cleaned to a
high standard. However, if these appliances have not been cleaned since their
purchase, we won’t be held liable for ingrained dirt that cannot be removed using
standard professional chemicals.
• Changes in Access: The Customer agrees to inform Grace Cleaning Ltd of any
changes to alarm codes or key changes in advance.
• Service Rates: The Customer agrees to pay a premium rate per hour for cleaning
services required on Bank Holidays, National Holidays and Customers Holidays to
ensure an continuous service.
• Use of Equipment: The Customer agrees to fully instruct and show the Cleaner
(including providing the materials) how to use any machines (such as a washing
machine or any other) if the service requires it.
• Holidays and Service Adjustments: The Customer agrees to inform Grace Cleaning
Ltd at least 7 days in advance if they will be taking a holiday and do not require the
cleaning services during this period. A full refund will be provided if the Customer
informs us in advance of their holiday. A charge (with no refund) will apply if the
Customer is away and does not inform us that they won’t need the Service.
• Health and Safety Risks: The Cleaner is entitled to undertake a job safety analysis
before the commencement of any work to assess the health and safety risks at the
Premises. The Cleaner may, either before or during the provision of the Service,
choose not to use or may cease using any materials or cleaning equipment provided
by the Customer if, in their absolute discretion, they believe that the use of such
materials or cleaning equipment poses a risk to health and safety. The Cleaner may,
either before or during the provision of the Service, choose not to provide or may
cease providing the Service if they determine, in their absolute discretion, that
carrying out the Service presents a risk to health and safety.
8. No Engagement of Cleaners
The Customer acknowledges that Grace Cleaning Ltd invests significant resources in
recruiting, selecting, and training its Cleaners. Unless Grace Cleaning Ltd gives prior written
permission, the Customer must not, directly or indirectly, engage, employ, or contract with
any Cleaner to provide any services to the Customer or any associate of the Customer for any
period during which services are provided by Grace Cleaning Ltd, and for a period of one
year thereafter.
The Customer acknowledges that Grace Cleaning Ltd may suffer loss and damage, including,
without limitation, consequential loss, as a result of a breach of this clause by the
Customer. The Customer agrees to pay Grace Cleaning Ltd a referral fee of £2,000 if they
employ the Cleaner directly or indirectly within one year of the Cleaner's last service
provided through Grace Cleaning Ltd. Grace Cleaning Ltd reserves the right to initiate legal
proceedings against the Customer for breach of this clause.
9. Job Quotations
The actual price payable by the Customer is calculated based on the total number of hours
worked by the Cleaner.
10. Pricing and Quotations
• Estimate Validity: Any price quoted by Grace Cleaning Ltd is an estimate only,
based on our experience and the information provided by the Customer. Quotes are
valid for 30 days from the date of the quote.
• Cost Adjustments: If, at the commencement or during the course of providing the
Service, it becomes apparent that the actual cost will exceed the initial quote, Grace
Cleaning Ltd will offer two options:
1. Pay an increased fee to complete the Service.
2. Pay the original quoted amount without the Service being completed.
• Service Specification: The Customer must inform Grace Cleaning Ltd of any specific
cleaning services required at the time of quotation.
• Key Collection Fee: If our cleaners need to collect keys from a third-party address
outside the postal code of the premises, a £20.00 charge may apply.
11. Bookings
Our cleaning service may be ordered by telephone, e-mail, or online, and by doing so, you
agree to be bound by these terms and conditions. At the time of booking, the Customer must
provide details of any hazards, slippery surfaces, risks or dangers, ingrained dirt, grease, or
grime located at the Premises. Grace Cleaning Ltd will provide all quotations at the time of
booking, which will be sent via email to the Customer (if an email address is
provided). Grace Cleaning Ltd reserves the right to decline any booking for any reason.
12. Governing Law
These terms and conditions shall be governed by and construed in accordance with the laws
of England and Wales. By agreeing to be bound by them, the Customer agrees to submit to
the exclusive jurisdiction of the courts of England and Wales. Grace Cleaning Ltd reserves
the right to make changes to any part of these terms and conditions without prior notice.
13. Cleaning Services
A minimum of 2 hours per cleaning visit applies (dependent on the size of the property).
14. Payment Terms
The Customer agrees to pay the price quoted by Grace Cleaning Ltd. The cleaners will be
paid by Grace Cleaning Ltd. We accept the following payment methods from the Customer:
• Bank transfer, Credit/Debit Card.
• Cash in limited cases and only with prior authorisation from Grace Cleaning Ltd.
The Customer agrees to pay Grace Cleaning Ltd for every hour of service performed by the
Cleaner. Grace Cleaning Ltd will prepare invoices prior to each cleaning service and request
payment upfront. Customer refunds will be processed via bank transfer. Grace Cleaning Ltd
reserves the right to charge the Customer a late payment fee:
• 20% for delays exceeding 20 days
• 30% for delays exceeding 30 days
Grace Cleaning Ltd reserves the right to immediately cease providing cleaning services to the
Customer in the event of non-payment or delayed payment. The keys will be returned within
five working days after the invoices have been paid in full. Grace Cleaning Ltd will take
necessary steps to collect any outstanding monies owed. If we need to use a debt collection
agency or county court to secure payment, you agree to pay any associated fees, court fees,
legal costs, or interest incurred due to non-payment of your outstanding bill.
15. Non-Appearance
If a Cleaner fails to attend the Premises within the agreed Service Time, without notifying Grace Cleaning Ltd or the Customer, and does not provide the requested Service, Grace Cleaning Ltd will:
• Provide the Customer with a full refund of any payments made; or
• Offer to reschedule the Service at another mutually agreed time.
16. Customer Complaints and Liability
If the Customer is dissatisfied with the Service provided for any reason, they must inform
Grace Cleaning Ltd within 24 hours of the Service's completion. Grace Cleaning Ltd strives
to achieve 100% customer satisfaction and will endeavour to resolve any issues quickly and
efficiently. Complaints notified after a period of 24 hours will not be considered. Grace
Cleaning Ltd will not be held liable for work not completed, or not completed to a
satisfactory standard, if other individuals are present in the property while our cleaners are
working.
17. Exclusions and Limitations of Liability
Grace Cleaning Ltd's liability to you for any loss or damage arising under these terms and
conditions, including damage to your property, shall be limited to the total amount paid by
you to Grace Cleaning Ltd for services in the calendar month during which the loss or
damage occurred.
Grace Cleaning Ltd is not responsible for:
• Service Non-completion: Not completing or providing the Service due to a breach of
warranty by the Customer (including a failure by the Customer to provide a safe
working environment or unencumbered access to the Premises). Not completing or
providing the Service if the Cleaner ceases work for health and safety reasons.
• Force Majeure: Any loss or damage incurred by the Customer or any third party as a
result of the effects of a force majeure event, being any event beyond the reasonable
control of Grace Cleaning Ltd.
• Act or Omission: Not completing or providing the Service due to an act or omission
of the Customer or any other person at the Premises during the provision of the
Service.
• Pre-existing Conditions: Existing dirt, wear, damage, or stains that cannot be
completely cleaned or removed. Any wear or discolouration of fabric or surfaces
becoming more visible once dirt has been removed.
• Valuable Items: All fragile and highly breakable items, cash, jewellery, items of
sentimental value, art, and antiques, unless specifically declared to Grace Cleaning
Ltd in writing prior to the service and a specific agreement is made for their handling.
• Key Replacement Costs: The cost of any key replacement or locksmith fees, unless
keys were lost by Grace Cleaning Ltd or the Cleaner due to our proven negligence.
• Ingrained Dirt: Old stains that cannot be removed using normal cleaning methods.• Faulty Equipment: Accidental damage due to faulty equipment not provided by
Grace Cleaning Ltd.
• Outstanding Payments: Any accidental damage caused by a Cleaner working for
Grace Cleaning Ltd if there is an outstanding amount owed to Grace Cleaning Ltd
(excluding payment due for the cleaning visit when the accident occurred).
• Alarm Systems: Triggering any alarm systems. Customers should provide special
instructions for deactivation/activation of any alarm systems.
18. Accidents, Breakage, Damage & Theft
While our cleaners will treat your property with great care, accidents can and do happen from
time to time. Grace Cleaning Ltd has public liability insurance that covers major accidental
damage caused by our cleaners.
The Customer must inform Grace Cleaning Ltd of any incident involving an accident,
breakage, or damage to property caused by any act of the Cleaner within 24 hours of the
Service’s completion. Any claims reported later than 24 hours after the clean will not be
considered. If a report of damage is made on a Saturday, it must be reported by Monday at
9:00 am to be accepted as a valid claim.
All fragile and highly breakable items must be secured or removed. Items excluded from
liability include cash, jewellery, items of sentimental value, art, and antiques, unless
specifically declared and agreed upon in writing beforehand.
19. Cancellation by Us
Grace Cleaning Ltd reserves the right to cancel the cleaning services agreement if:
• We have insufficient staff to fulfil the booking you have ordered.
• We do not cover your area.
• One or more of the services you ordered were listed at an incorrect price due to a
typographical error.
If we do cancel your cleaning services, we will notify you by e-mail within 14 days of your
booking.
20. Consumer Rights and Liability
Nothing in these terms and conditions is intended to limit any rights you might have as a
consumer under applicable UK consumer law, including but not limited to the Consumer
Rights Act 2015, or other statutory rights that may not be excluded. These terms also do not
exclude or limit our liability to you for any death or personal injury resulting from our
negligence.
21. Post-Termination Hiring
By entering into terms and conditions with Grace Cleaning Ltd, you agree that after the
termination of the cleaning service, you will not hire or use any commercial services
provided by a present or past cleaner introduced to you by Grace Cleaning Ltd for a period of
one year. If you do wish to hire or use services provided by such a cleaner within this period,
then you must pay a referral fee of £2,000 to Grace Cleaning Ltd. Grace Cleaning Ltd
reserves the right to initiate legal proceedings against the Customer if this clause is breached.
22. Ownership of Rights
All rights, including copyright, in this website are owned by or licensed to Grace Cleaning
Ltd. Any use of this website or its contents, including copying or storing it, in whole or part,
other than for your own personal, non-commercial use, is prohibited without our
permission. You may not modify, distribute, or repost anything on this website for any
purpose.
23. Availability
All services are subject to acceptance and availability. If the service you have booked is not
available, we will contact you by e-mail or phone (if you have provided us with these
details). You will have the option either to wait until the service is available or to cancel your
booking.
24. Privacy Policy
The Customer acknowledges that any information provided by the Customer may be used by
Grace Cleaning Ltd for the purpose of providing the Service. Grace Cleaning Ltd agrees not
to share any information provided by the Customer with any third party not directly involved
in the provision of the Service, unless required to do so by law.
25. Law, Jurisdiction, and Language
This website, any content contained therein, and any contract brought into being as a result of
the use of this website are governed by and construed in accordance with English law. Parties
to any such contract agree to submit to the exclusive jurisdiction of the courts of England and
Wales. All Terms and Conditions are concluded in English.
26. Changes to This Agreement
Grace Cleaning Ltd reserves the right to update or modify these terms and conditions at any
time without prior notice, and may do so by publishing an updated agreement on its
website. Each updated agreement will take effect 24 hours after it has been published on the
website.
Sincerely, Grace Cleaning Ltd 2025.