Last updated: 16 June 2026
These Terms and Conditions apply to cleaning services provided by Clean House Bristol LTD, trading as Clean House Bristol. By confirming a booking and paying the required deposit, the Client confirms that they have read, understood and accepted these Terms and Conditions.
Business name: Clean House Bristol LTD
Trading name: Clean House Bristol
Email: cleanhousebristol@gmail.com
Phone: 07871 255 999
VAT Number: 452205819
1. Acceptance of Terms
By paying the deposit, the Client confirms that they have read, understood and accepted these Terms and Conditions in full.
These Terms and Conditions apply to all confirmed bookings made with Clean House Bristol. A booking is only confirmed once the required deposit has been received.
2. Quotations and Pricing
All quotations are based on the information provided by the Client. This may include, but is not limited to, the number of bedrooms, bathrooms, kitchens, living rooms, reception rooms, floors, furnishing status, property size, access and overall condition.
The Client is responsible for providing accurate and complete information before the booking is confirmed. If the information provided is incorrect, incomplete or misleading, Clean House Bristol reserves the right to revise the quoted price.
If the actual condition of the property is significantly worse than described, an additional charge may apply. In such cases, a surcharge of £150 + VAT may be added to the final invoice.
If additional rooms or areas not previously declared are found at the property, additional charges may apply as follows:
- £50 for each additional bedroom
- £50 for each additional bathroom
- £50 for each additional living room or reception room
- £150 for each additional kitchen
If the Client does not agree to the revised price, the undeclared rooms or areas will not be cleaned.
All prices include 20% VAT unless otherwise stated.
3. Deposit and Payment Terms
A 75% deposit is required to secure the booking. The booking is only confirmed once the deposit has been received.
The remaining 25% balance will be invoiced after the cleaning has been completed and must be paid promptly.
If payment of the final invoice is overdue by more than 7 days, and no prior written arrangement has been made with Clean House Bristol, a late payment fee of £5 per day may be applied.
The deposit is used to reserve the booking date, allocate staff, schedule the work and prepare resources for the service.
The deposit may be non-refundable where:
- The Client cancels the service
- The Client provides incorrect, incomplete or misleading information about the property
- The property is not in suitable condition for cleaning to proceed
- Access cannot be provided at the agreed time
- The booking cannot go ahead due to circumstances caused by the Client
Any refund or partial refund request will be reviewed fairly and reasonably, taking into account the timing of the cancellation, work already prepared, costs already incurred and whether the booking slot could reasonably be reallocated.
4. Scope of Service
The cleaning service provided will depend on the type of service booked and the details included in the quotation.
Unless specifically quoted and agreed in writing, the following are not included in the standard service:
- Carpet cleaning
- Rubbish packing or rubbish removal
- House clearance
- Blinds cleaning
- Walls
- Ceilings
- Curtains
- Exterior windows
- Windows between panes
- Conservatory roofs
- Roof windows
- Exterior areas such as gardens, garages, balconies or patios
- Floor scraping
- Moving large or heavy furniture or appliances
Any additional services must be quoted and agreed separately before the cleaning appointment.
5. Property Condition and Client Responsibilities
For end of tenancy cleaning, move-in / move-out cleaning, after students cleaning and after builders cleaning, the property must be ready for cleaning at the scheduled time.
The Client must ensure that:
- The property is free from personal belongings, rubbish, food and unnecessary obstructions
- The property is free from vermin or pest infestation
- Excessive animal hair has been removed where possible
- Hot running water and electricity are available
- Lighting is sufficient for the cleaning to be carried out safely and properly
- All sinks, wash basins, bathtubs, showers and drains are not blocked
- Access to the property is provided on time
- The fridge and freezer are emptied and defrosted at least 24 hours before the appointment
If the fridge or freezer has not been emptied and defrosted in advance, our cleaners may be unable to clean it properly. In such circumstances, Clean House Bristol will not accept complaints or return visits relating to the fridge or freezer.
If the property is not in suitable condition for the service to be carried out safely or properly, Clean House Bristol reserves the right to refuse, stop or reschedule the service. In such cases, the deposit may not be refunded.
6. Access to the Property
The Client must ensure that our team can access the property at the agreed time. Ideally, access should be provided 5 to 10 minutes before the scheduled appointment.
We allow up to 30 minutes flexibility from the booked arrival time due to traffic, parking, operational delays or other circumstances outside our control. If there is a delay, we will contact the Client where possible.
If access cannot be gained, or if our team is unable to begin work due to circumstances outside our control, the booking may be cancelled and the deposit may not be refunded.
7. Parking
The Client must ensure that suitable parking is available for one vehicle for the duration of the appointment.
If parking is permit-only, the Client must provide a valid permit. If parking charges apply, these costs are the responsibility of the Client.
Where Clean House Bristol pays for parking on the Client’s behalf, the cost will be added to the final invoice.
8. Guarantee
Our cleaning guarantee applies only to end of tenancy cleaning services.
If the Client is not satisfied with the standard of cleaning, they must notify us within 48 hours of the original appointment by email, with clear details of the areas concerned and supporting photographs.
If the complaint is accepted, we will arrange one free re-clean of the reported areas within 48 hours of receiving the complaint, subject to access and availability.
The guarantee applies only where:
- The property was fully prepared for cleaning
- The relevant rooms and spaces were free from personal belongings, rubbish, food, vermin and excessive animal hair
- The issue relates only to the standard of cleaning performed by Clean House Bristol
- The issue is reported in writing by email within 48 hours of the original appointment
The guarantee does not apply:
- After 48 hours from the original appointment
- To verbal complaints made by phone or to cleaners on site
- Where the property condition prevented proper cleaning
- To areas obstructed by personal belongings, rubbish, furniture or other items
- To move-in cleaning, move-out cleaning, deep cleaning, after builders cleaning or after students cleaning
- To carpet cleaning
- To permanent damage, wear and tear, staining, mould discolouration or issues that cannot be removed through cleaning
Clean House Bristol offers re-cleaning only where a complaint is accepted. We do not offer refunds or discounts as an alternative to a re-clean.
9. Complaints Procedure
All complaints must be submitted in writing by email to: cleanhousebristol@gmail.com
The complaint must include clear details of the issue and supporting photographs of the areas requiring further attention.
We do not accept verbal complaints made:
- To cleaners on site
- By telephone without written follow-up
- To office staff without written follow-up
Only one re-clean request will be accepted per booking, and it must be submitted within the required 48-hour period.
10. Limitations and Exclusions
Clean House Bristol is not responsible for:
- Pre-existing damage to items, fixtures, fittings, appliances or surfaces
- Fragile, delicate, unstable, worn or already damaged items
- Deterioration caused by normal wear and tear
- Results limited by the age, condition or previous maintenance of the property
- Stains, limescale, mould, burns, scratches or discolouration that cannot be fully removed by cleaning
- Damage caused by unstable, worn, poor-quality or already damaged materials or fittings
We clean lampshades, light fittings and similar items with reasonable care. Due to their fragile and sometimes delicate nature, Clean House Bristol cannot accept liability for damage unless it is caused by proven negligence.
We do not move large or heavy appliances, including but not limited to:
- Washing machines
- Dishwashers
- Fridges
- Freezers
We may move light furniture only where it can be done safely by one person.
Radiators are cleaned externally only. Windows are cleaned internally only. Extractor hoods are cleaned externally only and not internally for safety reasons.
We mop floors using standard professional cleaning methods. Floor scraping is not included unless agreed separately in writing.
11. Special Conditions for Certain Services
Move-in / move-out cleaning, after builders cleaning, after students cleaning and deep cleaning services are not covered by our end of tenancy guarantee.
Carpet cleaning is also not covered by the end of tenancy guarantee. While we use professional products and methods, some deep, old or permanent stains may not be fully removable.
Mould treatment is carried out using appropriate cleaning products where suitable. However, we do not guarantee full removal of deep, long-standing or permanently discoloured mould.
12. Refusal, Cancellation or Stopping of Service
Clean House Bristol reserves the right to refuse, stop, cancel or reschedule a service if:
- The property presents a health and safety risk
- The property description provided by the Client is inaccurate, incomplete or misleading
- There is no access to electricity, hot running water or adequate lighting
- The property is not ready for cleaning
- Third parties on site prevent our team from carrying out the work properly
- Our staff are subjected to verbal abuse, threats, discrimination or unsafe behaviour
- Access cannot be provided at the agreed time
In such cases, the Client may be charged for costs already incurred, time allocated and work already carried out. Any deposit paid may remain non-refundable.
13. Health and Safety
The Client must inform Clean House Bristol before the appointment of any potential risks at the property, including but not limited to broken fixtures, unsafe flooring, exposed wires, pest issues, biohazards, sharp objects, aggressive animals or restricted access.
Our team may refuse to clean any area that is unsafe or unsuitable to access.
14. Results and Reasonable Expectations
Clean House Bristol will carry out the agreed cleaning service with reasonable care and skill. However, the final result may depend on the age, condition and previous maintenance of the property, fixtures, fittings, appliances and surfaces.
Some marks, stains, limescale, mould, discolouration, grease build-up, burns, scratches or signs of wear may not be fully removable through standard cleaning methods.
15. Photos and Evidence
Clean House Bristol may take photos before and after cleaning for quality control, complaint handling, staff records or evidence of property condition.
Any such photos will be used responsibly and will not be published for marketing purposes without permission where the property or Client could be identified.
16. Changes to Bookings
Any request to change the date, time, property details or scope of service must be made as soon as possible.
Changes are subject to availability and may result in a revised quote.
17. Liability
Nothing in these Terms and Conditions excludes or limits liability where it would be unlawful to do so.
Clean House Bristol is not liable for losses caused by inaccurate information provided by the Client, lack of access, unsafe conditions, pre-existing damage, normal wear and tear, or circumstances outside our reasonable control.
18. Updates to These Terms
Clean House Bristol reserves the right to update or amend these Terms and Conditions from time to time.
The version in force at the time the deposit is paid will apply to the booking, unless otherwise agreed in writing.
19. Contact
If you have any questions about these Terms and Conditions, please contact us:
Email: cleanhousebristol@gmail.com
Phone: 07871 255 999