Residential Cleaning Terms and Conditions

These are the terms most likely to affect you. They are explained in full in the clauses shown.

Your booking

The contract is formed when we send your Booking Confirmation (clause 3).

Payment

One-off cleans are paid in full when you confirm. Regular cleans are paid in advance (clause 5).

Your 14-day right to cancel

If you book online, by phone or by email, you can cancel within 14 days. If you ask us to start sooner, you pay for work already done (Schedule 1, paragraphs 3 and 4).

Late cancellation

After the 14-day period: free with more than 24 hours' notice, 50% with 12 to 24 hours' notice, up to 100% with less than 12 hours' notice, reduced to our actual loss (Schedule 1, paragraph 5).

Access

If we cannot get in after waiting 30 minutes, the visit may be charged as a late cancellation (Schedule 1, paragraph 6).

Valuables

Tell us about any single item worth more than £500 in an area we are cleaning (clauses 6 and 11.6).

Problems and damage

Tell us within 24 hours, with photos. We will re-clean free of charge where the work was not up to standard (clauses 10 and 11).

Hiring our cleaners

An introduction fee of £500 applies if you hire one of our cleaners directly within 6 months of our last visit (clause 9.3).

1.1 We are KEYJAY Property Cleaners Ltd, a company registered in England and Wales under company number 17319481. Our registered office is 66 Paul Street, London, EC2A 4NA. Our operational address is Lunt's Heath Road, Widnes, WA8 5AZ. You can contact us at info@keyjaypropertycleaners.co.uk or on 07747 264996.

1.2 These terms apply when you book our cleaning services for your home as a consumer. They do not apply to businesses, landlords or letting agents booking in the course of their business, who are covered by our Commercial Cleaning Terms.

1.3 Please read these terms carefully before you confirm a booking, especially the key points summarised above. Nothing in these terms affects your statutory rights as a consumer.

2.1 In these terms:

• Booking means a cleaning visit, or series of visits, that we have confirmed in writing;
• Booking Confirmation means our written confirmation of a Booking;
• Quotation means our written quotation for the Services;
• Services means the cleaning services described in your Quotation and Booking Confirmation;
• Service Price means the agreed price for a visit;
• Initial Payment means any amount paid when a Booking is made;
• Regular Cleaning Agreement means an agreement for repeat visits at set intervals;
• Property means the home where the Services are carried out; and
• we, us and our mean KEYJAY Property Cleaners Ltd, and you and your mean the customer named in the Booking Confirmation.

2.2 If there is a conflict between documents, the Booking Confirmation takes priority, then the Quotation, then these terms. Schedule 1 (Cancellation, Rescheduling and Refunds) and Schedule 2 (Model Cancellation Form) form part of these terms.

3.1 Our Quotation is based on the information you give us about the Property, including its size, condition, the rooms to be cleaned, access and any special requirements. Please make sure this information is accurate and complete.

3.2 A Quotation is valid for 30 days unless it states otherwise. It is not a binding offer until we issue a Booking Confirmation.

3.3 The contract between us is formed when we send you a Booking Confirmation, after you have accepted the Quotation and made any Initial Payment it requires.

3.4 If, on arrival, the Property is significantly larger, in a significantly worse condition, or needs significantly different work from what you told us, we will explain the difference and you may choose to:

• agree a revised price or additional time before we carry out the extra work; or
• keep the original price and have us carry out as much of the work as can reasonably be completed in the booked time, with you choosing which areas to prioritise.

3.5 We will never charge you for extra work that you have not agreed to in advance.

4.1 We will carry out the Services with reasonable care and skill, within the agreed time and in line with the Quotation and Booking Confirmation.

4.2 Unless your Quotation says otherwise, we will supply the cleaning products and equipment needed for the Services. If you ask us to use your own products or equipment, you are responsible for making sure they are safe and suitable for the surfaces concerned.

4.3 Please tell us before the visit about any surfaces, materials or items that need special care, such as natural stone, untreated wood, antiques, delicate fabrics or specialist finishes. We will follow any reasonable instructions you give us.

4.4 Arrival times are estimates. We will tell you as soon as reasonably possible if we are running late. A delay of up to 60 minutes does not affect the Booking, but we will still complete the full booked time where you agree.

4.5 We may make minor changes to how the Services are delivered, such as changing products or equipment, provided this does not reduce the quality of the Services.

5.1 The Service Price is set out in your Quotation and Booking Confirmation. All prices include VAT where it applies and any compulsory charges, such as same-day surcharges. Optional extras are priced separately and are only added if you choose them.

5.2 Unless your Quotation says otherwise:

• one-off cleans are paid in full when you confirm the Booking; and
• visits under a Regular Cleaning Agreement are paid in advance, either before each visit or monthly in advance, as stated in your Quotation.

5.3 We take payment through a secure payment link provided by our payment processor. We do not store your card details.

5.4 Any other amount you owe us, such as agreed extra work, is payable within 14 days of our invoice.

5.5 If you do not pay an amount by its due date, we may:

• charge interest on the overdue amount at 4% a year above the Bank of England base rate, from the due date until payment; and
• after giving you at least 7 days' written notice, suspend further visits until the amount is paid.

5.6 We will not charge interest on any amount you are genuinely disputing with us in good faith while the dispute is being resolved.

6.1 You agree to:

• give us accurate information about the Property and the work required;
• provide safe access at the agreed time, as set out in clause 7;
• provide running hot water, electricity and adequate lighting;
• secure pets away from the areas being cleaned, or tell us before the visit if they will be loose;
• put away or tell us about any money, jewellery, valuables, fragile items or items of sentimental value, and tell us before the visit about any single item worth more than £500 in an area we are cleaning;
• tell us before the visit about any hazards, including damaged fittings, electrical faults, damp or mould, pest infestations, sharps, or any material you suspect may contain asbestos;
• tell us if anyone at the Property has an infectious illness at the time of the visit; and
• treat our cleaners with courtesy and respect.

6.2 Children and vulnerable adults: our cleaners do not supervise or care for anyone. If a child under 16 or a vulnerable adult will be at the Property during a visit, a responsible adult must also be present.

6.3 Cameras: if you have cameras or smart doorbells that record inside the Property, or record audio, you must tell us before the first visit. You are responsible for using any recordings of our cleaners lawfully.

7.1 You are responsible for making sure we can get into the Property at the agreed time. What happens if we cannot get access is set out in paragraph 6 of Schedule 1.

7.2 If you give us keys, fobs or access codes:

• we will give you a written receipt for any keys or fobs;
• keys will be coded and will never be labelled with your name or address;
• keys will be stored securely when not in use, and only the cleaners assigned to your Property will have access to them; and
• we will return keys, or securely destroy them at your request, and delete access codes and instructions, within 14 days after your Booking or Regular Cleaning Agreement ends.

7.3 If we lose a key or fob, or it is stolen while in our care, we will pay the reasonable cost of replacing it and, where reasonably necessary for your security, of changing the affected locks.

7.4 You must give us accurate alarm codes and instructions. If an alarm is activated because of incorrect information you gave us, you are responsible for any call-out charges. If an alarm is activated because of our error, we will pay any reasonable call-out charges.

8.1 Our cleaners may refuse or stop any task they reasonably consider unsafe. If this happens, we will explain why and agree with you how to proceed. You will not be charged for work that is not carried out for safety reasons, unless the unsafe condition was within your control and you did not tell us about it.

8.2 Unless your Quotation specifically includes it, we do not:

• work at height beyond a standard two-step ladder, or clean outside windows above ground floor level;
• move heavy furniture or appliances that cannot be safely moved by one person;
• clean significant quantities of bodily fluids, sharps, drug paraphernalia, or animal waste beyond normal pet areas;
• treat pest infestations, remove mould beyond surface cleaning, or disturb any material that may contain asbestos;
• carry out electrical, plumbing or maintenance work; or
• care for children, vulnerable adults or pets.

8.3 We may stop work and leave the Property immediately, and end the contract, if our cleaners are subjected to abusive, threatening or inappropriate behaviour, or if the Property becomes unsafe to work in. In that case, we may charge for the work already completed and for reasonable losses caused, but not more than the Service Price for that visit.

9.1 The cleaners we send are directly employed by us or, occasionally, are vetted by us to the same standard. We are responsible for the work of anyone we send to the Property.

9.2 We will try to send the same cleaner or team for regular visits, but we cannot guarantee this because of holidays, sickness and scheduling.

9.3 Hiring our cleaners: we invest in recruiting, vetting and training our cleaners. If, during a Booking or within 6 months after our last visit, you employ or engage directly any cleaner who has worked at the Property on our behalf, you agree to pay us an introduction fee of £500. This reflects our reasonable estimate of the cost of recruiting, vetting and training a replacement.

9.4 Please do not ask our cleaners to carry out work outside the Booking, or pay them directly for extra work. Any change to the Services must be agreed with us.

10.1 If you are not satisfied with any part of a clean, please tell us within 24 hours of the visit and, where possible, send photographs of the areas concerned.

10.2 Where the work was not carried out to the agreed standard, we will return to re-clean the affected areas free of charge, at a time agreed with you, normally within 3 working days.

10.3 If a re-clean is not possible, or does not put things right within a reasonable time and without significant inconvenience to you, you are entitled to a reduction in price, which may be a full refund for the affected visit.

10.4 The 24-hour timescale helps us check and fix problems quickly. If you tell us later, we will still consider your concern fairly, although it may be harder for us to establish what happened. This clause does not affect your statutory rights, including your rights under the Consumer Rights Act 2015.

11.1 Our cleaners take care with your Property and belongings. If they cause or notice any damage during a visit, they will tell you or report it to us promptly.

11.2 If you discover damage that you believe we caused, please tell us within 24 hours of the visit, with photographs where possible. As with clause 10.4, if you tell us later we will still consider your claim, but it may be harder to establish the cause.

11.3 Before you arrange any repair or replacement, you must give us a reasonable opportunity to inspect the damage and to arrange the repair ourselves, except in an emergency where immediate action is needed to prevent further damage.

11.4 Where we are responsible for damage, we will choose whether to repair the item, replace it with an item of similar age, type and condition, or pay the reasonable cost of repair or, if it cannot economically be repaired, its market value at the time of the damage.

11.5 We are not responsible for damage caused by:

• the existing condition of an item or surface, including wear and tear, or an item or fitting that was already faulty, loose or badly fixed;
• following your specific instructions, or using products or equipment you supplied, where we used them in line with their instructions or yours;
• your failure to tell us about a hazard, or about any surface or item needing special care; or
• anything else that was not caused by our breach of these terms or our failure to use reasonable care and skill.

11.6 If you do not tell us before the visit about a single item worth more than £500 in an area we are cleaning, our liability for accidental damage to that item is limited to £500. This does not apply where the damage was caused by our deliberate act.

12.1 We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen, or if both of us knew it might happen when the contract was made.

12.2 We are not responsible for loss or damage that was not foreseeable, or for any loss of business, profit or business opportunity. We supply the Services for domestic and private use only.

12.3 We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, road closures, illness, or failures of utilities at the Property. If this happens, paragraph 9 of Schedule 1 applies.

12.4 We hold public liability insurance. A copy of our certificate is available on request.

12.5 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law, including your rights under the Consumer Rights Act 2015.

13.1 Your right to cancel, the charges that apply to late cancellations and failed access, rescheduling, ending a Regular Cleaning Agreement, cancellation by us, and refunds are set out in Schedule 1.

13.2 If you book online, by telephone, by email or anywhere other than our business premises, you have a statutory right to cancel within 14 days. How that right works is explained in paragraphs 3 and 4 of Schedule 1, and you can use the Model Cancellation Form in Schedule 2.

14.1 Our cleaners may take photographs of the areas cleaned, before and after a visit, for quality checks and to deal with any complaint, damage or claim. We will avoid photographing people, documents and personal items wherever possible.

14.2 We will not use photographs of your Property or belongings for marketing without your separate, specific consent, which you can withdraw at any time.

14.3 Our Website Privacy Policy explains how we use and protect your personal information, including how long we keep it and your rights.

15.1 If you have a complaint, please contact us at info@keyjaypropertycleaners.co.uk or on 07747 264996. We will acknowledge your complaint within 2 working days and aim to give you a full response within 14 days.

15.2 If we cannot resolve your complaint, we will tell you in writing whether we are willing to use an alternative dispute resolution provider, and give you its details.

16.1 The terms that apply to a one-off Booking are the terms in force when we issued the Booking Confirmation.

16.2 We may change these terms or our prices for a Regular Cleaning Agreement by giving you at least 30 days' written notice. If you do not accept a change, you may end the agreement without charge before the change takes effect, as set out in paragraph 8 of Schedule 1.

16.3 We may make minor changes to these terms without notice where they are needed to reflect changes in the law and do not affect your rights or the Services.

17.1 We may transfer our rights and obligations under these terms to another organisation. We will tell you in writing if this happens and, if you are unhappy with the transfer, you may end the contract and receive a refund for any visits you have paid for but not received.

17.2 You may transfer your rights under these terms only with our written agreement.

17.3 These terms are between you and us. No other person has any right to enforce them.

17.4 Each clause of these terms operates separately. If a court decides that any clause is unlawful, the remaining clauses will stay in full force.

17.5 If we do not insist immediately on you doing something you are required to do under these terms, we can still require you to do it later.

17.6 These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

This Schedule forms part of our Residential Cleaning Terms and Conditions. Words defined in clause 2 of the terms have the same meaning here. References to paragraphs are to paragraphs of this Schedule.

1. How this Schedule works

1.1 If anything in paragraphs 5 to 8 conflicts with your statutory rights in paragraph 3, paragraph 3 takes priority.

2. How to contact us

2.1 To cancel, reschedule or end an agreement, contact us by:

• Email: info@keyjaypropertycleaners.co.uk
• Telephone: 07747 264996

We recommend email, because it gives both of us a time-stamped record.

2.2 Statutory cancellations under paragraph 3 are valid if you send your cancellation before the 14-day cancellation period ends, even if we receive it later.

2.3 For the notice periods in paragraphs 5 and 7, the time that counts is when your email arrives or when your call or voicemail is received.

2.4 We will confirm any cancellation or rescheduling in writing.

3. Your statutory right to cancel

3.1 If you booked online, by telephone, by email or anywhere other than our business premises, you have the right to cancel within 14 days without giving a reason. The 14 days start on the day after we confirm your Booking. For a Regular Cleaning Agreement, the 14 days start on the day after the agreement is confirmed, not after each visit.

3.2 To cancel, you must tell us clearly that you wish to cancel. You can use the Model Cancellation Form in Schedule 2, but you do not have to.

3.3 If you cancel before any work has started, we will refund everything you have paid, including the Initial Payment.

3.4 If you asked us to start work within the cancellation period (see paragraph 4) and you then cancel, you must pay for the work carried out up to the time you told us you were cancelling. This amount is calculated in proportion to the full Service Price.

3.5 Your right to cancel ends once the service has been fully performed, provided you asked us to start within the cancellation period and acknowledged that you would lose your right to cancel.

3.6 While your statutory cancellation right applies, the charges in paragraphs 5 and 6 do not apply to you.

4. Starting work within the 14-day cancellation period

4.1 If you want your clean to take place within 14 days of your Booking being confirmed, we will ask you to confirm the following in writing before we begin, either by ticking an unticked box, replying to our email, or signing a form:

I expressly request KEYJAY Property Cleaners Ltd to begin providing the service before the end of the 14-day cancellation period. I understand that if I cancel, I must pay for work carried out before I cancel, and that I will lose my right to cancel once the service has been fully performed.

4.2 If you do not give this confirmation, we will schedule your clean after the cancellation period has ended.

5. Cancellation charges after the statutory period

5.1 This paragraph applies where paragraph 3 no longer applies. For example, it covers:

• bookings made more than 14 days before the clean, once the 14 days have passed; and
• visits under a Regular Cleaning Agreement once its first 14 days have passed.

5.2 Notice given more than 24 hours before the scheduled start: no cancellation charge. The only exception is special-order costs that we identified in your Quotation as non-refundable and that you agreed to in advance.

5.3 Notice given between 12 and 24 hours before the scheduled start: a charge of 50% of the Service Price. This reflects our reasonable estimate of the staff time, scheduling and administration costs that a late cancellation typically causes.

5.4 Notice given less than 12 hours before the scheduled start: a charge of up to 100% of the Service Price, minus any costs we save, such as cleaning products and travel we did not incur.

5.5 In every case, if we are able to reassign the team, or if our actual loss is lower than the charge, we will reduce the charge to our actual loss. We will never charge more than the Service Price.

5.6 These charges will be shown in your Quotation and Booking Confirmation.

6. If we cannot get access

6.1 You are responsible for giving us safe access at the agreed time, including any keys, codes and access instructions you supply.

6.2 If our team cannot get in on arrival, we will:

• wait at least 30 minutes; and
• try to contact you using the phone and email details on your Booking.

6.3 If we still cannot start work, and the reason is within your control, we may treat the visit as a cancellation made less than 12 hours before the start under paragraph 5.4. Reasons within your control include:

• nobody being available to let us in;
• keys, codes or instructions you supplied being missing or incorrect;
• entry being refused;
• the property being unsafe because of something within your control that you did not tell us about, such as an animal that has not been secured; or
• parking or access restrictions you did not tell us about.

6.4 If we can safely carry out part of the service, we will do so and charge only for the work completed.

6.5 We will not charge for a failed visit if the problem was caused by us or by events outside your reasonable control. If your statutory cancellation period has not ended, we will arrange a new date instead of charging.

7. Rescheduling

7.1 You may reschedule free of charge, subject to availability, if you give more than 24 hours' notice. This applies to up to two reschedules per Booking.

7.2 A request to reschedule with less than 24 hours' notice, or a third or later reschedule of the same Booking, may be treated as a cancellation under paragraph 5 and a new Booking. If a new Booking is needed at a different price, we will tell you the price before you confirm it.

8. Ending a Regular Cleaning Agreement

8.1 You may end a Regular Cleaning Agreement at any time by giving us 14 days' notice using the contact details in paragraph 2. There is no minimum term and no exit fee.

8.2 Visits that fall within the notice period will go ahead and are payable, unless you cancel them under paragraph 5.

8.3 We will confirm the end date in writing. Any amount you have paid for visits after the end date will be refunded within 14 days.

8.4 We may change our prices by giving you at least 30 days' written notice. If you do not accept the new price, you may end the agreement without charge before the change takes effect.

8.5 We may end a Regular Cleaning Agreement:

• by giving you 14 days' written notice; or
• immediately, if an amount remains unpaid 14 days after a written reminder, our staff are subjected to abusive or threatening behaviour, or the property becomes unsafe to work in.

9. Cancellation or rescheduling by us

9.1 We may need to cancel or rearrange a visit because of staff illness or unavailability, severe weather, travel disruption, safety concerns, unpaid earlier invoices, or other events outside our reasonable control.

9.2 We will tell you as soon as reasonably possible. You may then choose either a new date or a full refund of the amount paid for that visit. Any refund will be made within 14 days.

9.3 If we cancel less than 12 hours before the start for a reason within our control, we will also give you a credit of 20% of the Service Price towards your next Booking.

9.4 Our responsibility for loss is set out in clause 12 of the terms.

10. Refunds and payments

10.1 Refunds after a statutory cancellation will be made without undue delay and within 14 days of you telling us you are cancelling.

10.2 All other refunds will be made within 14 days of the amount being agreed or calculated.

10.3 Refunds will be made to the payment method you used. We do not charge a fee for making a refund.

10.4 The Initial Payment is applied towards the Service Price. Where a charge applies under this Schedule, we may deduct it from the Initial Payment and will refund any balance. If the charge is more than the Initial Payment, the difference is payable within 14 days of our invoice.

11. Your statutory rights

11.1 Nothing in this Schedule affects your statutory rights. This includes your right to have our services carried out with reasonable care and skill, and your right to a repeat performance or a price reduction if they are not.

(Complete and return this form only if you wish to cancel the contract.)

To: KEYJAY Property Cleaners Ltd, Lunt's Heath Road, Widnes, WA8 5AZ

Email: info@keyjaypropertycleaners.co.uk

I/We* hereby give notice that I/We* cancel my/our* contract for the supply of the following service. You can complete and send this form online below, or download, print and post it. (*Delete as appropriate.)