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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 and the Tenant Fees Act 2019.

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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, landlords, and letting agents.

• Clothes Ironing: Available on request.

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2. Working Hours & Communication

Our team is available Monday to Friday, 8:00 AM – 6:00 PM.

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• Messages sent on Saturday or Sunday will be answered on Monday.

• To ensure timely service, cancellations or urgent requests must be communicated during working hours.

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3. Contact & Questions

For questions or clarification, please contact us during working hours. We are happy to explain payment options or discuss scheduling needs.​

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4. 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.

 

5. 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.

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6. Key Security & Access

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6.1 Key Responsibility: 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.

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6.2 Access & Schedule: We maintain consistent cleaning days and times for each client. Keys may be left in a key box, with a trusted neighbor, or directly with our team.

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7. Replacement Cleaners

In case of sickness or holiday, we will make every effort to provide a replacement cleaner promptly.

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8. Satisfaction Guarantee & Complaints Policy

Your satisfaction is our priority. Grace Cleaning Ltd operates in strict compliance with UK consumer law, including the Consumer Rights Act 2015. If any part of our service falls short of a reasonable professional standard, we will exercise our right to a Repeat Performance (a re-clean) to rectify the issue free of charge, subject to the timelines below.

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8.1 Domestic & Commercial Services (24-Hour Window): For all standard domestic, commercial, or one-off cleans, the Customer must inspect the Premises and notify Grace Cleaning Ltd of any specific areas of dissatisfaction within 24 hours of the service's completion. Complaints or re-clean requests notified after 24 hours will not be considered, as household conditions naturally degrade with daily use.

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8.2 End-of-Tenancy Cleaning (72-Hour Window): In alignment with the Tenant Fees Act 2019, our EOT service aims to match the cleanliness baseline recorded in the landlord's original check-in inventory. Because formal check-out inspections take time to process, the Customer, Landlord, or Letting Agent has 72 hours from the completion of the service to report any deficiencies.

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8.3 Evidence Requirements: All complaints must be submitted in writing (via email) within the respective timeframe and must include a clear description of the missed areas along with time-stamped photographic evidence. For EOT claims, a copy of the relevant section of the official Clerk’s Check-Out Report must be provided if available.

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8.4 Remedial Action & Access: Upon receiving a valid, timely complaint, the Company will endeavor to arrange a re-clean of the disputed areas within 48 hours, at no extra cost. The Customer must arrange unencumbered access to the Premises. If access is refused, or if the property is re-let or occupied by new residents before the Company can perform the re-clean, this guarantee is rendered completely void.

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8.5 Exclusions to Liability: Grace Cleaning Ltd will not be held liable for work not completed to a satisfactory standard if other individuals (such as builders, movers, landlords, or other trades) are present in the property while our Cleaners are working, or if the property is soiled after our departure.

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9. 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.

   

• Treatment of Cleaner: The Customer agrees to behave respectfully and courteously towards the Cleaner.

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• 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.

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• 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 must be moved by the Customer 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 service.

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• Preparation for Cleaning:

  • Fridges and freezers must be thoroughly defrosted before cleaning can start.

     

  • Kitchen cupboards must be emptied before cleaning can start. These tasks are not covered under the terms if this is not the case.

     

  • 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 continuous service.

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• 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. The Cleaner may choose not to use, or may cease using, any materials or cleaning equipment provided by the Customer if they believe they pose a risk to health and safety. The Cleaner may also cease providing the Service if they determine carrying out the Service presents a risk to health and safety.

   

10. Staff & Operational Considerations

These policies protect our team’s stable working hours and ensure high-quality, reliable service for all clients. Our team depends on consistent hours to cover bills, rent, transportation, and family needs.

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11. Cancellations & Rescheduling

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11.1 Monthly Cancellations: Each client may cancel one cleaning per month without charge, provided notice is given 7 days in advance and no less than 48 hours. Saturday and Sunday do not count as working days.

 

11.2 Short Notice or Last-Minute Cancellations: Cancellations with less than 48 hours’ notice or on the same day will incur 50% of the cleaning cost. Cancellations within 24 hours or on the same day for homes with 7+ hours of cleaning scheduled will be charged the full cleaning price.

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​11.3 Repeat Cancellations: If a client cancels more than once in a month, one of the following applies:

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• We continue cleaning but perform alternative tasks (such as cleaning inside cabinets, refrigerators, or ovens).

• ​Cancellation is allowed, but 50% of the cleaning cost is charged to maintain staff hours.

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11.4 Holidays & Travel: Your cleaning slot and assigned team are reserved year-round. During holidays or absences, you may choose to:

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• Keep the scheduled cleaning.

• Pay 50% of the cleaning fee to hold the slot.

• Request alternative cleaning tasks (kitchen/bathroom cabinets, fridge, oven, or other deep-clean tasks), provided the value of those tasks matches the cleaning fee (if it exceeds the cleaning fee, the difference will be charged with authorisation from the client).

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​11.5 48-Hour Policy: Cancellations or rescheduling requests must be made at least 48 hours before the scheduled service. If notice is given less than 48 hours in advance, the full service fee remains payable to cover administrative costs and loss of earnings for the assigned staff.

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11.6 Absence and Holiday Policy (Service Continuity): If a service is cancelled for two consecutive weeks (e.g., due to holidays or travel), Grace Cleaning Ltd reserves the right to reassign that time slot to another client. Availability upon the Client's return cannot be guaranteed. To guarantee the same time slot remains reserved during an absence, the Client may choose to continue their regular payments. These funds will be held as a service credit on the Client’s account, to be applied toward future additional bookings or "deep clean" services.

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12. 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 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 for breach of this clause.

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13. Job Quotations & Pricing

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13.1 Actual Pricing: The actual price payable by the Customer is calculated based on the total number of hours worked by the Cleaner.

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13.2 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.

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13.3 Cost Adjustments: If, 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:

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1. Pay an increased fee to complete the Service.

2. Pay the original quoted amount without the Service being completed.

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13.4 Service Specification: The Customer must inform Grace Cleaning Ltd of any specific cleaning services required at the time of quotation.

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13.5 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.

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14. 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 ingrained dirt located at the Premises. Grace Cleaning Ltd reserves the right to decline any booking for any reason.

 

15. Invoicing, Payments & Late Fees

The Customer agrees to pay the exact price quoted by Grace Cleaning Ltd. All Cleaners are paid directly by the Company; the Customer must not pay Cleaners directly unless specifically authorised.

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15.1 Due Dates & Upfront Billing: Grace Cleaning Ltd will prepare invoices prior to each cleaning service and reserves the right to request payment upfront. Payment is strictly due on the same day the cleaning is performed (either upon receipt of the invoice in your inbox or immediately after the service has been completed).

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15.2 Accepted Payment Methods: We accept Bank Transfer (BACS), Credit/Debit Card, Direct Debit, or Monthly Pre-payment. Cash is accepted in limited cases only and requires prior written authorisation from the Company. Payments made via PayPal will incur an additional processing fee.

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15.3 Overdue Accounts & Late Fees: Grace Cleaning Ltd reserves the right to charge late payment fees on all overdue amounts. Accounts not settled on the due date will incur an immediate 2.3% fee on the overdue amount. For extended delays, the following statutory interest and fee tiers apply:

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• A 20% penalty fee for invoice delays exceeding 20 days.

• A 30% penalty fee for invoice delays exceeding 30 days.

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15.4 Service Suspension & Key Retention: The Company reserves the right to immediately cease providing cleaning services to the Customer in the event of non-payment or delayed payment. If the Company holds the Customer's keys, they will be retained and safely returned within five working days only after all outstanding invoices and fees have been paid in full.

 

15.5 Direct Debit Cancellations: For cancellations involving a Direct Debit setup, refunds can be processed back to the Customer via bank transfer on the same day, or applied as a service credit toward the next scheduled cleaning visit.

 

15.6 Debt Collection Costs: Grace Cleaning Ltd will take all necessary legal steps to collect outstanding monies owed. If the Company is required to instruct a debt collection agency or initiate County Court proceedings to secure payment, the Customer agrees to pay all associated collection fees, court fees, legal costs, and statutory interest incurred due to non-payment.

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16. Minimum Service Hours

A minimum of 2 hours per cleaning visit applies (dependent on the size of the property).

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17. 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:

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• Provide the Customer with a full refund of any payments made; or

• Offer to reschedule the Service at another mutually agreed time.

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18. 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.

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Grace Cleaning Ltd is not responsible for:

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• Service Non-completion: Not completing or providing the Service due to a breach of warranty by the Customer (including a failure to provide a safe working environment or access), or if the Cleaner ceases work for health and safety reasons.

• Force Majeure: Any loss or damage incurred as a result of a force majeure event (any event beyond the reasonable control of Grace Cleaning Ltd).

• Act or Omission: Not completing the Service due to an act or omission of the Customer or any other person at the Premises during 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: Fragile and highly breakable items, cash, jewellery, items of sentimental value, art, and antiques, unless specifically declared in writing prior to the service.

• Key Replacement Costs: The cost of key replacement or locksmith fees, unless keys were lost by 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 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.

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19. Scope of Work & Safety

Manual Handling: For the health and safety of our staff, the moving or lifting of heavy furniture is not included in the scope of work. Our cleaners are instructed not to move items that require more than one person to lift or that pose a risk of injury or floor damage.

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20. Accidents, Breakage, Damage & Theft

While our cleaners will treat your property with great care, accidents can happen. Grace Cleaning Ltd has public liability insurance that covers major accidental damage caused by our cleaners.

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• The Customer must inform Grace Cleaning Ltd of any incident involving damage to property within 24 hours of the Service’s completion. Any claims reported later than 24 hours 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.

   

21. Cancellation by Us

Grace Cleaning Ltd reserves the right to cancel the cleaning services agreement if:

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• We have insufficient staff to fulfil the booking.

• 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 services, we will notify you by e-mail within 14 days of your booking.

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22. 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.

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23. 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 such a cleaner within this period, you must pay a referral fee of £2,000 to Grace Cleaning Ltd. We reserve the right to initiate legal proceedings against the Customer if this clause is breached.

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24. 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.

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25. 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. You will have the option either to wait until the service is available or to cancel your booking.

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26. 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.

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27. 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.

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28. 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.

 

29. Termination of Recurring Services

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• Residential Clients: To terminate a recurring service contract, the Client must provide 30 days' written notice.

• Commercial/Office Clients: For commercial contracts, a notice period of 90 days is required for termination.

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Sincerely,

Grace Cleaning Ltd