Terms Of Service
Last updated: 15/09/2025
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!
1. Access and Safe Working Environment
The Client agrees to provide access to the property at the scheduled time, including provision of keys, entry codes, or being present. The property must be ready for cleaning and provide a safe working environment. If the Client fails to provide access at the scheduled time without prior notice, this will be treated as a late cancellation (see Section 5).
2. Cleaning Products and Equipment
BHC will supply all standard cleaning products and equipment, maintained in good working order. If the Client prefers specific products to be used or avoided, this must be communicated to the cleaning team before the appointment.
3. Satisfaction
Where the Client is present at the property, our team will conduct a walk-around on completion to confirm everything is to your satisfaction.
If you are dissatisfied with any aspect of the clean, please notify BHC as soon as possible and no later than 24 hours after the clean. To report an issue, email support@beyondhousecleaning.com with your Booking ID and a description of the issue. Photo or video evidence is required to support your claim.
BHC will acknowledge complaints within 24 hours and aim to resolve them within 5 working days.
4. Payment Terms
Payment is due on completion of the clean. An invoice is issued on completion, and all invoices are due and payable within 7 days of the invoice date (the “Due Date”).
Late Payment Fees and Interest. If payment is not received within 7 days of invoicing, the Client shall be liable to pay a fixed administrative late fee of £50.00 on top of the outstanding cleaning fee, to cover collection costs.
Continuing Arrears. For any invoice that remains unpaid 7 days after the Due Date, the Client will also be charged simple interest on the total outstanding balance at a rate of 5% per annum. This interest accrues daily from the Due Date until the invoice is paid in full.
Suspension of Services. Beyond House Cleaning reserves the right to suspend all cleaning services until all outstanding invoices, late fees, and accrued interest are paid in full.
5. Cancellations and rescheduling
At least 24 hours' notice is required to cancel or reschedule a booking at no charge.
- Client late cancellation or no-show: Cancellations with less than 24 hours' notice, or failure to provide access at the scheduled time, may be charged at 50% of the agreed service fee.
- BHC cancellation: If BHC cancels a scheduled clean with less than 24 hours' notice, the Client will be offered a discounted rate on the next available rescheduled appointment.
6. Termination of Recurring Services
Either party may end an ongoing cleaning arrangement by providing at least 7 days' written notice. Any bookings already confirmed within that notice period remain subject to the cancellation terms above.
7. Liability and Insurance
BHC holds public liability insurance and accepts responsibility for accidental damage or loss caused by BHC cleaning staff during the service.
BHC is not liable for pre-existing damage, normal wear and tear, or damage to items that were already broken or fragile prior to cleaning.
The Client must secure valuables, breakables, and ensure pets are kept away from areas being cleaned. BHC reserves the right to decline cleaning visibly fragile or high-value items.
Claims process: Any damage must be reported to BHC within 24 hours of the clean, with supporting photo or video evidence. BHC will assess the claim and respond within 5 working days.
8. Privacy & Data Protection
BHC complies with the UK General Data Protection Regulation (GDPR). Client personal information will not be disclosed to third parties except as required for service delivery or by law.
Photos or video of the property will only be taken with the Client's explicit permission, and only for the purposes of documenting cleaning quality, before/after records, or reporting maintenance issues. Photos will focus on property condition, not personal belongings. BHC may request permission to use before/after images on social media.
9. Dispute Resolution
BHC aims to resolve disputes amicably. Any disputes will be addressed in writing. Either party may seek mediation or legal recourse under UK law.
10. Acceptance
By scheduling a clean with BHC, both parties agree to the terms of this agreement. The Client commits to paying the agreed cleaning fee upon completion of service.
Full terms and conditions are available at beyondhousecleaning.com, in your BookingKoala confirmation, and in this agreement.