Last updated: 27/08/2025

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Client or Customer Service Agreement

At Beyond House Cleaning (BHC), we aim to deliver a consistent, high-quality cleaning service. Our Client Service Agreement outlines the agreed-upon services, payment terms, and any specific conditions that may be applicable. It is designed to manage client expectations, ensure BHC delivers a professional and friendly service, and help keep our customers happy!

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Access and Safe Working Environment

The Client agrees to provide access to the property at the scheduled time. This may include provision of keys, entry codes, or presence at the property. The Client must also undertake to ensure the property is ready for cleaning and provides a safe working environment for Service Provider(s).

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Cleaning Products and Equipment

BHC Service Provider(s) will supply all standard cleaning products and equipment. All products must be fit-for-purpose and used responsibly. Any equipment supplied must be adequately maintained and in good working order. If the Client prefers specific products these must be made available to the Provider(s) on the day. If the Client prefers certain products are not used this must also be communicated to the Provider(s).

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Satisfaction

In situations where the Client or Customer is at the property or may be called to the property on completion a ‘Walk-Around’ is conducted by our Provider(s) to ensure the Customer is happy with the clean and everything in order.

It is important for you, the Customer, that where practicable you make the Provider or Cleaner aware that on completion of the clean the work carried out is to your satisfaction. If there is any aspect of the clean that you are dissatisfied with this must be brought to the attention of the Provider(s) and BHC on completion or as soon as possible thereafter. BHC require, for example, mobile phone photos or video to support your claim and evidence dissatisfaction with our service.

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Payment Terms

Payment is due on the day. Invoices are issued on completion of clean. Late payments may incur a Late Fee or penalty if not paid on completion of clean and invoicing.

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Cancellations and rescheduling

At least [24] hours notice is required to cancel or reschedule a booking. Cancellations with less than [24] hours’ notice may be charged at [50%] of the service or cleaning fee. If BHC cancels a scheduled clean for any reason on the day the Customer will be entitled to a FREE mutually convenient rescheduled clean.

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Liability and Insurance

BHC holds public liability insurance. BHC is not responsible for any pre-existing damage, wear and tear, or damage to broken fittings or fixtures because of routine cleaning of them. Clients must secure valuables and breakables and exclude unattended pets, especially dogs, from the property whilst cleaning is in process. BHC accepts responsibility for accidental damage or loss caused by BHC Cleaning Provider(s) during cleaning at your property. BHC may reserve the right to refuse cleaning of visibly valuable and/or fragile item(s).

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Confidentiality

Cleaning Provider(s) shall comply with the UK General Data Protection Regulation (GDPR) in relation to non-disclosure of Client’s personal information and Client privacy.

Any mobile phone photos or video collected by the Cleaning Provider(s) as evidence of the cleaning service provided must only be taken with the Client’s explicit permission. Photos will only be used for internal monitoring purposes, as before and after cleaning evidence, or to highlight areas that required significant cleaning attention. Photos will only focus on the condition of the property and not on personal belongings or taken in areas where privacy is expected. We may ask permission to use ‘Before’ and ‘After’ cleaning photos, for example, cleaning of appliances, as content for BHC social media. Photos may also be used to document issues. For example, if a Cleaner finds an issue that requires repair or maintenance. In these instances, photos can clearly show the problem and its location. In cases of property damage, photos provide vital evidence for insurance claims or potential disputes.

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Dispute Resolution

BHC aims to resolve any disputes amicably. Any disputes will be addressed in writing in accordance with BHC Policy.  Either party may seek mediation or legal recourse under UK law.

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Agreement

Please note that by scheduling a clean with BHC both parties agree to the terms of this Agreement. Importantly by scheduling a clean with BHC you, the Client or Customer, have made a commitment to pay the cleaning fee to BHC upon completion of our service.

BHC terms and conditions are made readily available to you through our website www.beyondhousecleaning.com; in booking confirmation via BookingKoala; and in this Service Agreement, linked via BookingKoala and/or sent via WhatsApp and/or email.