Terms & Conditions

1. About these terms

These Terms & Conditions ("Terms") govern the cleaning services provided by Cleanny ("we", "us", "our") to you ("you", "the customer"). By booking a service with us — online, by phone, or in writing — you agree to these Terms. Please read them carefully. If you do not agree, please do not place a booking.

Cleanny is a cleaning services provider operating across Greater London, Reading, Oxford, Cambridge and surrounding areas. You can contact us at info@cleanny.co.uk or on 07587 364981.

2. Bookings & quotes

• Prices shown at the time of booking are based on the information you provide (property size, service type and any add-ons). If the property differs materially on arrival — for example it is larger, or in a significantly worse condition than described — we may need to adjust the price or time required, and we will discuss this with you first.
• A booking is confirmed once you receive a confirmation from us. Time slots are arrival windows, not exact times; our team will arrive within the window booked.
• Commercial and some specialist jobs are quoted after a short assessment and are not charged upfront.

3. Prices & payment

• All prices are in pounds sterling (GBP). The price you see at checkout for your selected service and add-ons is the price payable, unless the scope changes as described above.
• You may pay securely by card at the time of booking, or choose to pay on completion where that option is offered. Card payments are processed by our payment provider (Stripe); we do not see or store your full card details.
• Where payment is due on completion, it must be paid on the day of service by the agreed method.
• Cleaning materials and equipment are included in the price unless stated otherwise.

4. Access & your responsibilities

• Please ensure our team can access the property at the booked time, and that there is running water and electricity available.
• Please secure or put away cash, jewellery and other valuables or irreplaceable items before we arrive.
• Please let us know in advance of anything we should be aware of — pets, alarms, fragile items, parking, or areas you would like us to avoid.
• If our team cannot gain access at the booked time through no fault of ours, a cancellation charge may apply (see section 6).

5. Our service & team

• Our cleaning is carried out by vetted, insured cleaning professionals. Some professionals operate on a self-employed basis using our platform.
• We aim to complete every job to a high standard following our cleaning checklists. Timeframes are estimates; the exact time depends on the size and condition of the property.
• We reserve the right to decline or stop a job where conditions are unsafe, unsanitary beyond the scope booked, or where our team is treated abusively.

6. Cancellations & rescheduling

• You may reschedule or cancel free of charge up to 24 hours before your booked visit.
• Changes or cancellations made between 12 and 24 hours before the visit are charged at 50% of the service price.
• Cancellations made within 12 hours of the visit, or where our team cannot access the property on arrival, are non-refundable.
• We may cancel or reschedule in rare circumstances (for example illness, severe weather or events beyond our control); if we do, we will offer you a new slot or a full refund of any amount paid.

7. Our re-clean guarantee

Your satisfaction matters to us. If you are not happy with any part of the clean, please tell us within 72 hours of the service and we will return to re-clean the affected areas free of charge. To honour this guarantee, the property should be in the same condition as when we left it, and the re-clean must be for the areas covered by your original booking.

8. Liability & insurance

• We hold appropriate insurance for our cleaning services.
• Nothing in these Terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded by law.
• Subject to the above, our total liability for any claim connected with a booking is limited to the price paid for that booking.
• We are not liable for pre-existing damage, wear and tear, items that were already faulty or worn, or for cleaning outcomes affected by the condition of surfaces, fittings or the property.

9. Damage & breakages

Our team takes great care in your home. In the unlikely event that something is accidentally damaged during a clean, please report it to us within 24 hours with details and, where possible, photographs, so we can investigate and put things right fairly.

10. Complaints

If something isn't right, please contact us at info@cleanny.co.uk or 07587 364981 within 72 hours of your service. We take all feedback seriously and will work with you to resolve any issue quickly and fairly.

11. Hiring our cleaners directly

We invest significant time and cost in finding, vetting and supporting our cleaning professionals. You agree not to directly engage, employ or contract a cleaner introduced to you through Cleanny — outside of our platform — for a period of 12 months after their last service with us. If you wish to arrange something directly, please talk to us first.

12. Your privacy

We handle your personal information in line with our Privacy Policy and UK data protection law. Please read it to understand what we collect and how we use it.

13. Governing law

These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales. Nothing in these Terms affects your statutory rights as a consumer.

14. Changes & contact

We may update these Terms from time to time. The version published on this page at the time of your booking applies to that booking. For any questions about these Terms, contact us at info@cleanny.co.uk or 07587 364981, or write to us at 344-354 Gray's Inn Road, London WC1X 8BP.