Terms & Conditions
At Cinderella, we believe trust starts with clarity. Our Terms and Conditions set out a fair, professional framework that ensures quality service, transparency, and mutual respect.
1. Pricing and Scope of Services
1.1 All prices are calculated based on the average property sizes typically serviced by our company.
1.2 Prices listed are indicative and may vary depending on the actual size, condition, layout, and specific requirements of the property.
1.3 Any additional rooms, areas, or spaces not included in the original quotation (e.g. extra rooms, studios, conservatories) will be treated as additional services and charged accordingly.
1.4 Outdoor areas such as balconies, gardens, terraces, patios, and similar spaces are not
included unless expressly stated in the quotation.
1.5 Cleaning services cover indoor areas only unless otherwise agreed in writing.
2. Outdoor and Specialist Cleaning
2.1 External window cleaning and outdoor areas, where accessible and safe, may be provided at an additional cost.
2.2 Balcony, garden, and terrace cleaning prices are based on standard cleaning only and do not include specialist equipment, pressure washing, waste removal, or heavy-duty tools unless specifically quoted.
2.3 Furniture removal, disposal of bulky items, or heavy waste is not included. Where required, a separate quotation can be provided via our removals team.
3. End of Tenancy Cleaning (EOT)
3.1 End of Tenancy Cleaning services include a 7-day service warranty.
3.2 Any issues must be reported within 7 calendar days of service completion to allow us to arrange a re-clean where appropriate.
3.3 Claims submitted after this period will not be accepted.
4. Short-Term Rental Cleaning
4.1 Short-Term Rental Cleaning services include a service warranty.
4.2 In the event of a substantiated cleaning-related issue affecting guest satisfaction, we will arrange a re-clean within 24 hours, subject to operational availability.
4.3 We do not accept responsibility for financial losses, refunds, or compensation paid to guests.
4.4 Where a refund is requested due to cleaning dissatisfaction, clear written evidence must demonstrate that the guest vacated solely due to cleaning issues and not due to external or unrelated factors.
4.5 In such cases, we may waive the cleaning charge but will not accept liability for
consequential losses.
5. Evidence and Claims
5.1 All claims must be supported by clear evidence, including photographs, videos, written complaints, dates, and a detailed description of the issue.
5.2 Claims submitted without adequate evidence will not be accepted.
6. Client Responsibilities
6.1 Clients are responsible for ensuring the property is accessible and maintained in reasonable condition prior to the service.
6.2 We are not responsible for issues arising from pre-existing damage, misuse, poor maintenance, or client negligence.
6.3 We are a cleaning service provider and do not offer maintenance or repair services.
6.4 We accept no responsibility for issues outside our control, including but not limited to humidity, mold caused by structural defects, or ventilation problems.
7. Equipment and Products
7.1 Unless stated otherwise, clients must provide suitable cleaning products, tools, and equipment.
7.2 End of Tenancy Cleaning is the only service that includes professional cleaning products and equipment by default.
7.3 Inclusions or exclusions are specified per service type.
8. Hourly Services
8.1 Hourly services are charged based on total labour hours and do not include any products, cleaning tools or equipment.
8.2 One cleaner working 6 hours is equivalent to two cleaners working 3 hours each.
9. Payments, Deposits, and Invoicing
9.1 A £20 deposit is required for one-off End of Tenancy Cleaning bookings.
9.2 Deposits are non-refundable if cancellation occurs within 24 hours of the scheduled service.
9.3 Full payment must be received no later than 3 hours prior to the scheduled cleaning.
9.4 Agency clients will receive invoices within 7–10 days following service completion, payable by the end of the same calendar month unless otherwise agreed in writing.
10. Keys and Access
10.1 Key collection and drop-off are not included in standard pricing.
10.2 Where required, key handling services will incur an additional fee.
11. Cancellations and Last-Minute Bookings
11.1 Bookings cancelled with less than 24 hours’ notice are subject to availability and applicable fees.
11.2 Last-minute bookings (less than 24 hours’ notice) may incur additional charges depending on availability.
11.3 Short-term rental last-minute bookings are charged at an additional £5 per hour.
11.4 Short-term rental cancellations:
● £20 fee if cancelled within 24–5 hours prior to service
● Full service charge if cancelled within 3 hours
● If cancellation occurs after the cleaner has arrived, an additional £50 attendance fee applies
12. Linen and Laundry Services
12.1 Linen laundry services include washing, drying, and replacement.
12.2 Linen sets include: one duvet cover, one fitted sheet, two pillowcases, two bath towels, and two hand towels.
12.3 Additional items are charged separately.
12.4 Hosts are responsible for damage to rented linen and towels.
12.5 Occasional damage may be replaced at no cost; repeated damage will be charged at replacement cost.
13. Delays and Late Check-Outs
13.1 Delays caused by guest late check-outs will incur a £20 fee unless notified at least 24 hours in advance.
13.2 If a cleaner must leave due to delays affecting subsequent bookings, we accept no responsibility.
13.3 Clients are responsible for guest communication regarding access and timing.
14. Access and Keys
14.1 We strongly recommend providing spare keys or alternative access arrangements.
14.2 We are not responsible for delays caused by access issues or keys left inside the property.
15. Invoice Adjustments
15.1 Clients may not withhold or deduct charges from invoices without prior written confirmation from our company.
16. Limitation of Liability
16.1 Our liability for any loss, damage, or claim arising from the provision of our services shall be limited strictly to the total value of the service provided.
16.2 We shall not be liable for any indirect, incidental, special, or consequential losses, including but not limited to loss of profit, loss of income, loss of bookings, loss of business, reputational damage, or refunds issued to third parties.
16.3 We shall not be held responsible for damage caused by pre-existing conditions, poor maintenance, structural defects, faulty installations, or items that are already damaged, worn, or defective prior to the commencement of the service.
16.4 Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by our negligence or for any liability that cannot be excluded under applicable law.
17. Force Majeure
17.1 We shall not be liable for any failure or delay in the performance of our obligations where such failure or delay results from events beyond our reasonable control.
17.2 Such events include, but are not limited to, severe weather conditions, natural disasters, acts of government, strikes, transport disruptions, illness of staff, accidents, power failures, or any other circumstances outside our control.
17.3 In such cases, we reserve the right to reschedule the service or cancel the booking
without liability.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.
18.2 Any disputes arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Acceptance of Terms and Conditions
19.1 By confirming a booking, accepting a quotation, or allowing our team to commence
work, the client confirms that they have read, understood, and agreed to be bound by
these Terms and Conditions.
19.2 These Terms and Conditions apply to all services provided unless otherwise agreed
in writing.
1. Pricing and Scope of Services
1.1 All prices are calculated based on the average property sizes typically serviced by our company.
1.2 Prices listed are indicative and may vary depending on the actual size, condition, layout, and specific requirements of the property.
1.3 Any additional rooms, areas, or spaces not included in the original quotation (e.g. extra rooms, studios, conservatories) will be treated as additional services and charged accordingly.
1.4 Outdoor areas such as balconies, gardens, terraces, patios, and similar spaces are not
included unless expressly stated in the quotation.
1.5 Cleaning services cover indoor areas only unless otherwise agreed in writing.
2. Outdoor and Specialist Cleaning
2.1 External window cleaning and outdoor areas, where accessible and safe, may be provided at an additional cost.
2.2 Balcony, garden, and terrace cleaning prices are based on standard cleaning only and do not include specialist equipment, pressure washing, waste removal, or heavy-duty tools unless specifically quoted.
2.3 Furniture removal, disposal of bulky items, or heavy waste is not included. Where required, a separate quotation can be provided via our removals team.
3. End of Tenancy Cleaning (EOT)
3.1 End of Tenancy Cleaning services include a 7-day service warranty.
3.2 Any issues must be reported within 7 calendar days of service completion to allow us to arrange a re-clean where appropriate.
3.3 Claims submitted after this period will not be accepted.
4. Short-Term Rental Cleaning
4.1 Short-Term Rental Cleaning services include a service warranty.
4.2 In the event of a substantiated cleaning-related issue affecting guest satisfaction, we will arrange a re-clean within 24 hours, subject to operational availability.
4.3 We do not accept responsibility for financial losses, refunds, or compensation paid to guests.
4.4 Where a refund is requested due to cleaning dissatisfaction, clear written evidence must demonstrate that the guest vacated solely due to cleaning issues and not due to external or unrelated factors.
4.5 In such cases, we may waive the cleaning charge but will not accept liability for
consequential losses.
5. Evidence and Claims
5.1 All claims must be supported by clear evidence, including photographs, videos, written complaints, dates, and a detailed description of the issue.
5.2 Claims submitted without adequate evidence will not be accepted.
6. Client Responsibilities
6.1 Clients are responsible for ensuring the property is accessible and maintained in reasonable condition prior to the service.
6.2 We are not responsible for issues arising from pre-existing damage, misuse, poor maintenance, or client negligence.
6.3 We are a cleaning service provider and do not offer maintenance or repair services.
6.4 We accept no responsibility for issues outside our control, including but not limited to humidity, mold caused by structural defects, or ventilation problems.
7. Equipment and Products
7.1 Unless stated otherwise, clients must provide suitable cleaning products, tools, and equipment.
7.2 End of Tenancy Cleaning is the only service that includes professional cleaning products and equipment by default.
7.3 Inclusions or exclusions are specified per service type.
8. Hourly Services
8.1 Hourly services are charged based on total labour hours and do not include any products, cleaning tools or equipment.
8.2 One cleaner working 6 hours is equivalent to two cleaners working 3 hours each.
9. Payments, Deposits, and Invoicing
9.1 A £20 deposit is required for one-off End of Tenancy Cleaning bookings.
9.2 Deposits are non-refundable if cancellation occurs within 24 hours of the scheduled service.
9.3 Full payment must be received no later than 3 hours prior to the scheduled cleaning.
9.4 Agency clients will receive invoices within 7–10 days following service completion, payable by the end of the same calendar month unless otherwise agreed in writing.
10. Keys and Access
10.1 Key collection and drop-off are not included in standard pricing.
10.2 Where required, key handling services will incur an additional fee.
11. Cancellations and Last-Minute Bookings
11.1 Bookings cancelled with less than 24 hours’ notice are subject to availability and applicable fees.
11.2 Last-minute bookings (less than 24 hours’ notice) may incur additional charges depending on availability.
11.3 Short-term rental last-minute bookings are charged at an additional £5 per hour.
11.4 Short-term rental cancellations:
£20 fee if cancelled within 24–5 hours prior to service
Full service charge if cancelled within 3 hours
If cancellation occurs after the cleaner has arrived, an additional £50 attendance fee applies
12. Linen and Laundry Services
12.1 Linen laundry services include washing, drying, and replacement.
12.2 Linen sets include: one duvet cover, one fitted sheet, two pillowcases, two bath towels, and two hand towels.
12.3 Additional items are charged separately.
12.4 Hosts are responsible for damage to rented linen and towels.
12.5 Occasional damage may be replaced at no cost; repeated damage will be charged at replacement cost.
13. Delays and Late Check-Outs
13.1 Delays caused by guest late check-outs will incur a £20 fee unless notified at least 24 hours in advance.
13.2 If a cleaner must leave due to delays affecting subsequent bookings, we accept no responsibility.
13.3 Clients are responsible for guest communication regarding access and timing.
14. Access and Keys
14.1 We strongly recommend providing spare keys or alternative access arrangements.
14.2 We are not responsible for delays caused by access issues or keys left inside the property.
15. Invoice Adjustments
15.1 Clients may not withhold or deduct charges from invoices without prior written confirmation from our company.
16. Limitation of Liability
16.1 Our liability for any loss, damage, or claim arising from the provision of our services shall be limited strictly to the total value of the service provided.
16.2 We shall not be liable for any indirect, incidental, special, or consequential losses, including but not limited to loss of profit, loss of income, loss of bookings, loss of business, reputational damage, or refunds issued to third parties.
16.3 We shall not be held responsible for damage caused by pre-existing conditions, poor maintenance, structural defects, faulty installations, or items that are already damaged, worn, or defective prior to the commencement of the service.
16.4 Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by our negligence or for any liability that cannot be excluded under applicable law.
17. Force Majeure
17.1 We shall not be liable for any failure or delay in the performance of our obligations where such failure or delay results from events beyond our reasonable control.
17.2 Such events include, but are not limited to, severe weather conditions, natural disasters, acts of government, strikes, transport disruptions, illness of staff, accidents, power failures, or any other circumstances outside our control.
17.3 In such cases, we reserve the right to reschedule the service or cancel the booking
without liability.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.
18.2 Any disputes arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Acceptance of Terms and Conditions
19.1 By confirming a booking, accepting a quotation, or allowing our team to commence
work, the client confirms that they have read, understood, and agreed to be bound by
these Terms and Conditions.
19.2 These Terms and Conditions apply to all services provided unless otherwise agreed
in writing.
1. Pricing and Scope of Services
1.1 All prices are calculated based on the average property sizes typically serviced by our company.
1.2 Prices listed are indicative and may vary depending on the actual size, condition, layout, and specific requirements of the property.
1.3 Any additional rooms, areas, or spaces not included in the original quotation (e.g. extra rooms, studios, conservatories) will be treated as additional services and charged accordingly.
1.4 Outdoor areas such as balconies, gardens, terraces, patios, and similar spaces are not
included unless expressly stated in the quotation.
1.5 Cleaning services cover indoor areas only unless otherwise agreed in writing.
2. Outdoor and Specialist Cleaning
2.1 External window cleaning and outdoor areas, where accessible and safe, may be provided at an additional cost.
2.2 Balcony, garden, and terrace cleaning prices are based on standard cleaning only and do not include specialist equipment, pressure washing, waste removal, or heavy-duty tools unless specifically quoted.
2.3 Furniture removal, disposal of bulky items, or heavy waste is not included. Where required, a separate quotation can be provided via our removals team.
3. End of Tenancy Cleaning (EOT)
3.1 End of Tenancy Cleaning services include a 7-day service warranty.
3.2 Any issues must be reported within 7 calendar days of service completion to allow us to arrange a re-clean where appropriate.
3.3 Claims submitted after this period will not be accepted.
4. Short-Term Rental Cleaning
4.1 Short-Term Rental Cleaning services include a service warranty.
4.2 In the event of a substantiated cleaning-related issue affecting guest satisfaction, we will arrange a re-clean within 24 hours, subject to operational availability.
4.3 We do not accept responsibility for financial losses, refunds, or compensation paid to guests.
4.4 Where a refund is requested due to cleaning dissatisfaction, clear written evidence must demonstrate that the guest vacated solely due to cleaning issues and not due to external or unrelated factors.
4.5 In such cases, we may waive the cleaning charge but will not accept liability for
consequential losses.
5. Evidence and Claims
5.1 All claims must be supported by clear evidence, including photographs, videos, written complaints, dates, and a detailed description of the issue.
5.2 Claims submitted without adequate evidence will not be accepted.
6. Client Responsibilities
6.1 Clients are responsible for ensuring the property is accessible and maintained in reasonable condition prior to the service.
6.2 We are not responsible for issues arising from pre-existing damage, misuse, poor maintenance, or client negligence.
6.3 We are a cleaning service provider and do not offer maintenance or repair services.
6.4 We accept no responsibility for issues outside our control, including but not limited to humidity, mold caused by structural defects, or ventilation problems.
7. Equipment and Products
7.1 Unless stated otherwise, clients must provide suitable cleaning products, tools, and equipment.
7.2 End of Tenancy Cleaning is the only service that includes professional cleaning products and equipment by default.
7.3 Inclusions or exclusions are specified per service type.
8. Hourly Services
8.1 Hourly services are charged based on total labour hours and do not include any products, cleaning tools or equipment.
8.2 One cleaner working 6 hours is equivalent to two cleaners working 3 hours each.
9. Payments, Deposits, and Invoicing
9.1 A £20 deposit is required for one-off End of Tenancy Cleaning bookings.
9.2 Deposits are non-refundable if cancellation occurs within 24 hours of the scheduled service.
9.3 Full payment must be received no later than 3 hours prior to the scheduled cleaning.
9.4 Agency clients will receive invoices within 7–10 days following service completion, payable by the end of the same calendar month unless otherwise agreed in writing.
10. Keys and Access
10.1 Key collection and drop-off are not included in standard pricing.
10.2 Where required, key handling services will incur an additional fee.
11. Cancellations and Last-Minute Bookings
11.1 Bookings cancelled with less than 24 hours’ notice are subject to availability and applicable fees.
11.2 Last-minute bookings (less than 24 hours’ notice) may incur additional charges depending on availability.
11.3 Short-term rental last-minute bookings are charged at an additional £5 per hour.
11.4 Short-term rental cancellations:
£20 fee if cancelled within 24–5 hours prior to service
Full service charge if cancelled within 3 hours
If cancellation occurs after the cleaner has arrived, an additional £50 attendance fee applies
12. Linen and Laundry Services
12.1 Linen laundry services include washing, drying, and replacement.
12.2 Linen sets include: one duvet cover, one fitted sheet, two pillowcases, two bath towels, and two hand towels.
12.3 Additional items are charged separately.
12.4 Hosts are responsible for damage to rented linen and towels.
12.5 Occasional damage may be replaced at no cost; repeated damage will be charged at replacement cost.
13. Delays and Late Check-Outs
13.1 Delays caused by guest late check-outs will incur a £20 fee unless notified at least 24 hours in advance.
13.2 If a cleaner must leave due to delays affecting subsequent bookings, we accept no responsibility.
13.3 Clients are responsible for guest communication regarding access and timing.
14. Access and Keys
14.1 We strongly recommend providing spare keys or alternative access arrangements.
14.2 We are not responsible for delays caused by access issues or keys left inside the property.
15. Invoice Adjustments
15.1 Clients may not withhold or deduct charges from invoices without prior written confirmation from our company.
16. Limitation of Liability
16.1 Our liability for any loss, damage, or claim arising from the provision of our services shall be limited strictly to the total value of the service provided.
16.2 We shall not be liable for any indirect, incidental, special, or consequential losses, including but not limited to loss of profit, loss of income, loss of bookings, loss of business, reputational damage, or refunds issued to third parties.
16.3 We shall not be held responsible for damage caused by pre-existing conditions, poor maintenance, structural defects, faulty installations, or items that are already damaged, worn, or defective prior to the commencement of the service.
16.4 Nothing in these Terms and Conditions shall limit or exclude liability for death or personal injury caused by our negligence or for any liability that cannot be excluded under applicable law.
17. Force Majeure
17.1 We shall not be liable for any failure or delay in the performance of our obligations where such failure or delay results from events beyond our reasonable control.
17.2 Such events include, but are not limited to, severe weather conditions, natural disasters, acts of government, strikes, transport disruptions, illness of staff, accidents, power failures, or any other circumstances outside our control.
17.3 In such cases, we reserve the right to reschedule the service or cancel the booking
without liability.
18. Governing Law and Jurisdiction
18.1 These Terms and Conditions shall be governed by and construed in accordance with the laws of England and Wales.
18.2 Any disputes arising out of or in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.
19. Acceptance of Terms and Conditions
19.1 By confirming a booking, accepting a quotation, or allowing our team to commence
work, the client confirms that they have read, understood, and agreed to be bound by
these Terms and Conditions.
19.2 These Terms and Conditions apply to all services provided unless otherwise agreed
in writing.
A leading provider of professional cleaning services.
Multiple location
London
info@cinderellascleaning.co.uk
+44 7510 761 033
