Domestic Cleaning Terms & Service Policy

Please review the information below before booking a cleaner.

1. Minimum Booking & Pricing

  • Minimum booking: 2 hours per visit

  • Domestic cleaning rate: £20 per hour

  • Applies to weekly, fortnightly, deep cleans, and end-of-tenancy cleans

2. Cancellation & Rescheduling

  • 24 hours’ notice required to cancel or change a booking

  • Cancellations with less than 24 hours’ notice may be charged in full

  • If the cleaner cannot access the property (e.g. no key), the visit may also be charged

3. Client Responsibilities

To ensure your cleaner can work safely and effectively, clients must provide:

  • A working vacuum cleaner

  • A mop and bucket

  • Safe access to the property

  • Any preferred or specialist cleaning products (optional)

Cleaners provide:

  • Basic cleaning supplies (cloths, sprays, small tools)

4. Cleaner Replacement

If your cleaner is unavailable due to illness, holiday or other circumstances:

  • We will make reasonable efforts to provide a replacement cleaner

  • Replacement cannot be guaranteed in all areas

  • Service may be paused temporarily if no cleaner is available

  • We will keep you informed at all times

5. What’s Included

Our domestic cleaning service typically covers:

  • Dusting and polishing

  • Vacuuming and mopping

  • Kitchen and bathroom cleaning

  • General tidying

  • Internal windows (reachable)

  • Surface cleaning and wiping down

6. What’s Not Included

Unless agreed separately, the following are not included:

  • Carpet or upholstery shampooing

  • Exterior window cleaning

  • Heavy lifting or furniture moving

  • Stain removal

  • Professional oven cleaning (unless requested)

  • Hazardous environments or pest-related cleaning

7. Service Issues & Complaints

  • Any concerns should be reported within 24 hours of the clean

  • We will investigate and provide a suitable resolution

  • Where appropriate, a re-clean may be offered

8. Payments

  • Clients are invoiced after each visit

  • Payments are due within 7 days

  • Cleaners are paid weekly by Prime Cleaning Group

  • Please do not pay cleaners directly

9. Safety, Keys & Access

  • Cleaners may enter via keys or access codes if authorised

  • All cleaners undergo ID and right-to-work checks

  • Keys are stored securely and labelled anonymously

  • We are not responsible for damage caused by faulty client equipment

10. Ending or Pausing Service

  • Clients may pause or end service with 7 days’ notice

  • We may pause service if:

    • Payments are overdue

    • The property is unsafe

    • A cleaner withdraws and no replacement is available

11. Nationwide Availability

  • Domestic cleaning is available across the UK, subject to local cleaner availability

  • If no cleaner is available in your postcode, we will add you to our waiting list and contact you as soon as possible

If you have questions about these terms…

Please contact our support team:
📞 03330 419 980
📧 info@primecleaning.org.uk