1. Bookings and Scope of Work
All services are based on the information provided by the customer at the time of booking. Quotes and estimated cleaning durations are given according to the size, condition and type of clean requested.
The service provided is limited to the tasks agreed at the time of booking. Any item, area or task not included in the original booking will not be covered unless agreed separately and may be subject to additional charges.
If the property is in a worse condition than described, heavily cluttered, excessively dirty or requires more time than originally expected, Freshlayer Cleaning Ltd reserves the right to revise the duration, price or scope of work accordingly.
2. Cancellation and Rescheduling Policy
- If a booking is cancelled with less than 24 hours’ notice, a cancellation fee of 20% of the total cleaning price will apply.
- If a booking is cancelled on the same day as the scheduled clean, a cancellation fee of 50% of the original booking price will apply.
- This policy exists because staff time, travel and scheduling are reserved specifically for each booking.
- Freshlayer Cleaning Ltd reserves the right to charge the applicable cancellation fee using the card held on file where permitted.
3. Consumer Cancellation Rights for Online, Phone and Distance Bookings
Where a customer books a service online, by phone, by email, by message or without meeting us in person, consumer cancellation rights may apply.
In some cases, customers may have a legal right to cancel within 14 days of the booking being confirmed. However, if the customer asks Freshlayer Cleaning Ltd to provide the cleaning service within this 14-day period, the customer agrees that the service may begin before the cancellation period ends.
If the service has already been fully completed, the customer may lose the right to cancel that service. If the service has started but has not yet been fully completed, the customer may be required to pay a reasonable amount for the work already carried out.
4. Card on File and Payment Terms
For standard bookings, a valid card may be required to secure the appointment. Freshlayer Cleaning Ltd may place a hold for the value of the clean up to 24 hours before the scheduled service.
The card will only be charged after the service has been completed and the customer has confirmed satisfaction, or where payment becomes due under these terms.
All payment information is handled securely through our payment provider Stripe. Freshlayer Cleaning Ltd does not directly store or share full customer card details, and all such information remains private and protected.
A card on file may be required for:
- Standard residential bookings
- Same-day or short-notice bookings
- Recurring cleans
- Homeowner bookings above £300
- Any booking where management considers it necessary for service protection
5. Invoice Payment Policy
Invoice payments may be offered to the following client types, subject to management approval:
- Property managers
- Landlords
- Letting agents
- Approved commercial clients
- Repeat business clients approved by management
For homeowners or residential customers, invoice payment will normally only be offered where the clean is above £300 and only where Freshlayer Cleaning Ltd agrees to this in advance.
Even where an invoice is issued, Freshlayer Cleaning Ltd may still require a valid card on file before confirming the booking.
Unless otherwise agreed in writing, invoice payments must be made within the payment period stated on the invoice. Late payment may result in future bookings being refused, suspended or placed on hold until the outstanding amount has been settled.
6. Re-Clean Policy
We do not usually offer refunds for completed cleaning services. If there is a genuine issue with the clean, our first step will normally be to offer a re-clean of the affected area, subject to our re-clean policy. This does not affect your statutory rights.
To qualify for a re-clean:
- The issue must be reported within 24 hours of the clean being completed.
- Clear photo evidence must be provided showing the exact issue.
- The complaint must relate only to the original agreed scope of work.
- The area must not have been used, altered, disturbed or re-cleaned after our visit.
- Access must be provided for the re-clean within a reasonable timeframe.
If the customer does not provide clear evidence of the exact issue, a re-clean will not be offered. If the complaint relates to a task, item or area not included in the original booking, it will not qualify for a re-clean.
Any re-clean offered will be limited to the specific areas supported by the evidence provided and does not mean a full property re-clean will be carried out.
Freshlayer Cleaning Ltd reserves the right to review all complaints and determine whether a re-clean is appropriate under this policy.
7. Late Access and Customer Delay Policy
The customer is responsible for ensuring that access to the property is available at the agreed appointment time.
If the cleaner arrives and cannot begin the service because the customer has not provided access, this delay may affect the amount of work completed within the booked time.
If the customer is more than 1 hour late in providing access, the working time will begin from the time access is finally given, not from the original scheduled start time.
If the cleaner must remain longer than planned due to delayed access, additional charges may apply depending on the type of clean and the extra time required.
If the customer does not agree to the additional charges, Freshlayer Cleaning Ltd reserves the right to complete only the work possible within the original booked time.
If access is not provided at all, the booking may be treated as a late cancellation and charged accordingly.
8. Cleaner Arrival Delays
We always aim to arrive at the agreed time. However, delays may occasionally happen due to traffic, weather, previous jobs taking longer than expected or other operational reasons.
If a cleaner is running late, the customer will be notified as soon as reasonably possible. Freshlayer Cleaning Ltd will make reasonable efforts to complete the agreed service but cannot be held responsible for delays caused by circumstances outside our control.
9. Additional Time and Extra Charges
Cleaning durations provided at the time of booking are estimates only.
If a clean requires more time than originally expected due to the condition of the property, the amount of work required, the size of the property or additional customer requests, the customer will be informed where possible.
If the customer agrees to the extra time, additional charges will apply depending on the type of clean, the number of cleaners assigned and the additional time required.
If the customer declines the additional time or extra cost required, the service will stop at the end of the originally booked time and only the completed work will be included.
Freshlayer Cleaning Ltd is not responsible for unfinished areas where the customer has declined the required extra time or charges.
10. Property Condition and Accuracy of Information
Quotes are based on the condition of the property as described by the customer before the booking.
If, on arrival, the property is found to be significantly dirtier, more cluttered or more time-consuming than described, Freshlayer Cleaning Ltd may revise the quote, revise the expected duration, reduce the service scope to fit the booked time or refuse to continue if conditions are unsafe or unreasonable.
The customer is responsible for providing accurate and honest information when requesting a quote or booking a service.
11. Customer Responsibilities
To help us provide the best possible service, customers are responsible for the following:
- Providing accurate information about the property and requested tasks
- Ensuring safe and legal access to the property
- Ensuring water and electricity are available where needed
- Securing pets where necessary
- Safely storing valuables, fragile items, cash, jewellery and important documents
- Ensuring the property is safe for our staff to work in
Freshlayer Cleaning Ltd is not responsible for items that are not secured properly or for delays caused by unsafe, inaccessible or unsuitable working conditions.
12. Health and Safety
Freshlayer Cleaning Ltd reserves the right to refuse or stop a service immediately if the property presents unsafe or hazardous conditions.
This includes, but is not limited to, hazardous waste, bodily fluids, pest infestations, needles or sharps, dangerous chemicals, severe mould, unsafe flooring or structures, aggressive pets, or abusive or threatening behaviour from occupants.
If work is stopped due to unsafe conditions, charges may still apply.
13. Complaints Procedure
Any complaint must be made within 24 hours of the clean being completed.
Complaints must include a clear explanation of the issue, photo evidence showing the exact area concerned and confirmation that the complaint relates to the original agreed scope of work.
Complaints raised without evidence, outside the allowed time or relating to work outside the original booking may be refused.
14. Non-Payment
Payment must be made according to the agreed payment method at the time of booking.
Where a valid card is held on file, Freshlayer Cleaning Ltd reserves the right to charge outstanding amounts due under this policy, including cancellation fees, additional agreed charges and unpaid service amounts.
Failure to pay may result in refusal of future bookings, suspension of services or recovery action where necessary.
15. Respect Toward Staff
Freshlayer Cleaning Ltd is committed to protecting its cleaners and office team.
Abusive, threatening, discriminatory, intimidating or inappropriate behaviour toward any member of staff will not be tolerated.
We reserve the right to cancel, refuse or stop a service immediately if our staff feel unsafe or are treated in an unacceptable manner. In such cases, charges may still apply.
16. Right to Refuse or Stop Service
Freshlayer Cleaning Ltd reserves the right to refuse, stop or limit a service where the property is unsafe, the condition is materially different from what was described, access is not provided, hazardous materials are present, the customer behaves abusively or inappropriately, payment requirements have not been met, or the customer declines necessary additional time and charges.
17. Photos and Media
Freshlayer Cleaning Ltd may take before-and-after photos of certain cleaned areas for proof of service completion, quality control, complaint handling and service records.
We will make reasonable efforts to avoid photographing personal information, family photographs, addresses, documents, valuables, private belongings or any other sensitive items visible within the property.
Photos taken for proof of work, quality control, complaint handling or service records will be used only for internal business purposes and communication with the customer, homeowner, landlord, letting agent or property manager where relevant.
Freshlayer Cleaning Ltd may use cleaning-related photos for marketing, advertising, website, social media or promotional purposes only where the photos do not show personal information, sensitive items, private belongings, people, addresses, documents or anything that could reasonably identify the customer or property.
If a customer does not want any photos of their property used for marketing purposes, they must inform Freshlayer Cleaning Ltd in writing before the service begins.
Freshlayer Cleaning Ltd will not publish photos showing personal or sensitive information without the customer’s permission.
18. Parking, Access Costs and Waiting Time
Any parking fees, permits, congestion charges or special access costs required to complete the service may be added to the final bill unless agreed otherwise in advance.
Where our staff are required to wait due to delayed access or customer unavailability, waiting time may be chargeable.
19. Agreement to Terms
By confirming a booking with Freshlayer Cleaning Ltd, the customer acknowledges that they have read, understood and agreed to this Cleaning Service Policy and Terms.