Client policies

These keep things fair and simple for both of us. By booking, you agree to them.

Payment

Regular clients receive one invoice on the 24th of each month, covering all of that month’s booked visits, including those still to come.
Payment is due by the 1st of the following month, by bank transfer to the details on the invoice.
Missed visits: any visit that doesn’t go ahead because of me comes off your next invoice.
One-off cleans and organising sessions are paid on the day, once the job is finished.
Need more time? That’s fine. Just message me before the 1st and we’ll agree a date that works.
If payment is late and I haven’t heard from you, I’ll send a friendly reminder. If it’s still unpaid 7 days after the due date, I’ll pause your cleans until the invoice is settled.
Business clients may be charged interest and compensation on late invoices under the Late Payment of Commercial Debts (Interest) Act 1998.

Please give at least 48 hours’ notice to cancel or move a clean.
Less than 48 hours’ notice is charged at 50% of the booked time. Same-day cancellations are charged in full.
If I can’t get in (no one home, a key that doesn’t work, or a locked door) and I can’t reach you within 15 minutes, the visit is charged in full.
Your holidays: let me know at least 2 weeks ahead and there’s no charge for the missed weeks.
My holidays and illness: I’ll give as much notice as I can and never charge for a visit I miss. If I’m ill, I’ll offer another day that week where possible.
Bad weather or travel problems: if buses or trains stop running, I’ll let you know as early as I can and rearrange at no cost to you.

A 25% deposit secures your date. It comes off your final bill.
Cancel with 7 days’ notice and your deposit moves to a new date or is refunded. With less notice, the deposit is kept.
Half days are 4 hours and full days are 7 hours, including a short break. If you’d like to keep going, extra time is charged by the hour, and I’ll always ask you first.
Nothing leaves your home without your say-so. You decide what stays, goes, is donated or sold.
Donations and rubbish: I don’t take items away at the moment. I’ll bag and label everything for donating, selling, recycling or the tip, ready for you to drop off, and suggest local charities that collect.
Storage products aren’t included. I’ll suggest what to buy, or buy them for you at cost with your agreement.

Keys: I’m happy to hold a key. Keys are kept in a locked safe and labelled with a code, never your name or address. They’re returned whenever you ask or when our arrangement ends.
Breakages: accidents are rare, but if I break or damage something I’ll tell you straight away. I’m covered by public liability insurance. Please let me know about anything fragile, valuable or already damaged.
Pets: I love animals! Please tell me about any pets and keep them secure if they’re nervous or might get out.
Products: I bring my own eco-friendly products. If you’d like me to use yours, or a surface needs something special, just let me know.
What I don’t do: work at height above a two-step ladder, move heavy furniture alone, clean up bodily fluids or pet mess, deal with mould, biohazards or pest infestations, or clean outdoors.
Safety: I can leave a job if I feel unsafe, for example because of aggressive behaviour or a hazard. Visits like this are charged in full.

Photos: I’ll only take before-and-after photos with your permission. They never show your face, address, post or anything that could identify your home.
Your details are handled as described in my privacy notice.
Price changes: I review my prices once a year and always give at least a month’s notice.
Ending the service: either of us can stop regular cleans with 2 weeks’ notice. Your keys are returned and a final invoice is sent.
Something not right? Please tell me. I’ll come back and put it right at no extra cost, as long as you let me know within 48 hours.