DOMESTIC CLEANING TERMS & SERVICE POLICY
Prime Cleaning Group Ltd
Effective: September 2026
These terms apply to regular domestic cleaning services provided by Prime Cleaning Group Ltd (“Prime Cleaning Group”, “Prime”, “we”, “us” or “our”).
By booking or continuing to use our domestic cleaning services, you agree to the following terms.
1. OUR DOMESTIC CLEANING SERVICE
Our regular domestic cleaning service is provided for an agreed amount of cleaning time.
Booking a cleaning visit reserves the cleaner's time. It does not guarantee completion of a fixed list of tasks during every visit.
Our cleaners work in accordance with Prime Cleaning Group's Domestic Cleaning Standards and will work methodically through the property, taking into account:
• The client's priorities
• The condition of the property
• The time available
• The areas requiring the most attention
Not every area or task within our cleaning standards will necessarily be completed during every visit.
Our aim is to maintain a consistent standard throughout the home over time rather than rush through a checklist at the expense of quality.
2. CLIENT PRIORITIES & CLEANING REQUIREMENTS
When arranging your service, we may ask you to tell us about any particular priorities or regular requirements within your home.
For example, you may wish to prioritise bathrooms, kitchens or particular rooms, or request certain tasks on a regular basis.
This information helps us recommend an appropriate amount of cleaning time and match you with a suitable cleaner.
Client preferences and priorities remain subject to the amount of cleaning time booked.
If the amount of work requested cannot reasonably be completed within the allocated time, additional cleaning time may need to be booked.
3. ADDITIONAL HOUSEHOLD TASKS
Certain household tasks are not automatically included as part of our standard regular domestic cleaning service.
These may include:
• Changing or making beds
• Ironing
• Washing dishes
• Loading or unloading a dishwasher
• Emptying household bins
• Other specifically requested household tasks
These tasks should be requested and agreed with Prime Cleaning Group.
Unless additional cleaning time has been booked, additional tasks will form part of the client's existing allocated cleaning time and may therefore reduce the time available for other cleaning tasks.
4. CLEANING PRODUCTS
Prime Cleaning Group supplies cleaning products for our cleaning services.
Our products are selected for general professional domestic cleaning and are not individually tailored to each household as standard.
Clients must notify us in advance of any relevant allergies, asthma, sensitivities or other circumstances that may require us to adapt the products or cleaning methods used within the property.
Clients must also notify us of any delicate, specialist or manufacturer-specific surfaces, fixtures or materials requiring particular cleaning products or methods.
5. REGULAR CLEANER
Where possible, we aim to provide clients with the same regular cleaner.
However, the provision of a particular individual cleaner is not guaranteed.
Cleaners may occasionally be unavailable due to sickness, annual leave or other circumstances.
Where this happens, Prime Cleaning Group will try to arrange suitable replacement cover where possible, but replacement cover cannot be guaranteed.
If we are unable to provide either your regular cleaner or suitable replacement cover, you will not be charged for the missed visit.
If replacement cover is offered but you would prefer to skip the visit and wait for your regular cleaner to return, you will not be charged for the skipped visit.
6. CANCELLING OR REARRANGING A VISIT
A minimum of 48 hours' notice is required to cancel or rearrange a scheduled cleaning visit.
Where less than 48 hours' notice is provided, the scheduled visit will be charged in full.
The same notice requirement applies to holidays, planned absences and other occasions where a client does not require their normal scheduled visit.
If our cleaner attends the property but is unable to gain access due to circumstances on the client's side, the scheduled visit may be charged in full.
7. REGULAR CLEANING SLOTS
Regular cleaning slots are allocated based on the frequency and arrangements agreed with the client.
Repeated cancellations, postponements or extended pauses can make it difficult for us to retain a regular slot or cleaner.
Prime Cleaning Group therefore reserves the right to review, alter or withdraw a regular cleaning slot where visits are repeatedly cancelled, postponed or paused, including where the required notice has been provided.
We will communicate with the client before making changes wherever reasonably possible.
8. INVOICING & PAYMENT
Domestic cleaning is invoiced monthly.
Invoices are normally issued around the 24th of each month and cover scheduled cleaning visits from the 1st through to the 30th or 31st of that calendar month.
This means an invoice may include scheduled visits taking place after the invoice has been issued.
The payment due date will be stated at the bottom of each invoice.
Where an adjustment becomes necessary, this can be reflected on the client's account.
Any queries relating to an invoice should be raised with Prime Cleaning Group promptly.
9. LATE PAYMENT
Where payment is not received by the due date stated on the invoice, Prime Cleaning Group reserves the right to apply:
• A £40 late-payment charge; and
• Interest at 8% per annum on the overdue balance until payment is received.
We also reserve the right to suspend or withdraw cleaning services where an account remains overdue.
10. COMMUNICATION WITH PRIME CLEANING GROUP
All service-related communication must be made through Prime Cleaning Group's official communication channels rather than directly with individual cleaners.
This includes:
• Cancellations
• Changes to cleaning days or times
• Additional cleaning hours
• Additional work
• Changes to requirements
• Access arrangements
• Complaints or quality concerns
• Requests to change the ongoing service
This helps us maintain accurate records and ensures cleaners are not placed in the position of making decisions relating to company services or client accounts.
11. ADDITIONAL OR PRIVATE WORK WITH CLEANERS
Clients must not arrange additional cleaning work or cleaning hours privately with a cleaner introduced to them through Prime Cleaning Group.
Any additional hours, services or changes to your cleaning arrangements must be booked through Prime Cleaning Group.
Clients should not directly engage or pay a Prime Cleaning Group cleaner for cleaning services in order to bypass the company.
Our cleaners are also made aware of this requirement.
12. ACCESS, KEYS & SECURITY
Clients are responsible for ensuring safe and timely access to the property at the agreed cleaning time.
Where a client provides Prime Cleaning Group or their assigned cleaner with a key, lockbox code, alarm code or other access information, the client authorises its use for the purpose of providing the agreed cleaning service.
Clients must notify us promptly if access arrangements or security information changes.
Keys held by Prime Cleaning Group or our cleaners must be stored securely and should not be labelled in a way that directly identifies the property.
13. PETS
Clients should notify Prime Cleaning Group of pets within the property.
Where necessary, clients should ensure animals are safely secured while cleaning takes place.
A cleaner may decline to enter an area or may stop cleaning where an animal presents a genuine safety risk.
Where a visit cannot reasonably proceed because an animal has not been safely managed by the client, the scheduled visit may remain chargeable.
14. SAFE WORKING & UNSUITABLE CONDITIONS
Our regular domestic cleaning service does not include specialist environmental or biohazard cleaning.
If our cleaner encounters unexpected hazards, including but not limited to:
• Sharps or needles
• Bodily fluids
• Human or animal faeces
• Significant mould contamination
• Pest infestation
• Hazardous substances
• Aggressive, threatening or abusive behaviour
• Any other condition presenting an unreasonable health or safety risk
they may stop or refuse the affected work and contact Prime Cleaning Group.
Where specialist cleaning is required, this may be separately assessed and quoted.
15. MOVING ITEMS & ACCESSING AREAS
Our cleaners are not required to:
• Move excessively heavy furniture or appliances
• Lift unsafe or unstable items
• Climb on furniture or worktops
• Carry out work that cannot reasonably be performed safely
Clients should ensure areas they particularly want cleaned are reasonably accessible.
16. BREAKAGES & DAMAGE
Our cleaners are expected to take reasonable care while working within client properties.
Any accidental breakage or damage identified by our cleaner should be reported to Prime Cleaning Group.
Clients should also report any concerns promptly so that we have an opportunity to investigate.
Prime Cleaning Group cannot accept responsibility for normal wear and tear, pre-existing damage, unstable or poorly secured items, or damage resulting from specialist care requirements that were not disclosed to us beforehand.
17. QUALITY CONCERNS & COMPLAINTS
If you have a concern about the standard of a cleaning visit, please contact Prime Cleaning Group directly rather than raising the matter solely with the cleaner.
Where possible, quality concerns should be reported within 48 hours of the relevant visit.
We may request photographs or further information to help us investigate.
Where an issue is established, Prime Cleaning Group will determine an appropriate and reasonable resolution based on the circumstances.
18. PHOTOGRAPHS
Cleaners may take appropriate work-related photographs where reasonably required for quality assurance, operational records, reporting property condition or providing evidence of completed work.
Photographs of a client's home will not be used by Prime Cleaning Group for marketing purposes without appropriate permission.
19. PARKING & PROPERTY-SPECIFIC COSTS
Where a property requires unavoidable paid parking, permits, congestion charges or similar property-specific costs, these may be passed on to the client where agreed or notified.
20. BANK HOLIDAYS & CHRISTMAS
Cleaning arrangements may vary during bank holidays and the Christmas/New Year period.
Prime Cleaning Group will communicate relevant changes to affected clients.
Alternative or replacement cleaning dates are subject to cleaner availability and cannot always be guaranteed.
21. PRICE REVIEWS
Prime Cleaning Group reserves the right to periodically review and amend cleaning rates and other charges.
Price reviews may take account of changes to:
• Wage costs
• Statutory employment costs
• Cleaning products and materials
• Equipment
• Insurance
• Travel and fuel
• Other operating costs
Clients will be given advance notice of changes to their regular cleaning rate.
22. ENDING YOUR REGULAR CLEANING SERVICE
Either the client or Prime Cleaning Group may end an ongoing regular domestic cleaning arrangement by providing a minimum of 7 days' notice.
Any amounts already due remain payable, including cleaning charges and any applicable cancellation or late-payment charges.
23. CONTACTING US
All enquiries, service changes, cancellations and concerns should be directed to Prime Cleaning Group Ltd.
Prime Cleaning Group Ltd
Exceptional Standards. Every Time.
