Terms and Conditions
Last updated: 17 August 2026
These Terms and Conditions apply to cleaning services provided by Charlene & Co.
Address: 195–197 Wood Street, London, E17 3NU
Telephone: +44 7856 305559
Email: hello@charlenecleaning.co.uk
Website: www.charlenecleaning.co.uk
By requesting a quotation, making a booking or using our services, you agree to these Terms and Conditions.
1. Our services
Charlene & Co. provides domestic, commercial and property cleaning services, including:
- Regular domestic cleaning
- One-off and deep cleaning
- End-of-tenancy cleaning
- Property turnaround and inspection-ready cleaning
- Regular and one-off commercial cleaning
- Emergency and out-of-hours commercial cleaning
The exact work included will be confirmed in your booking confirmation or quotation.
2. Quotations and bookings
A booking is confirmed when we accept it by email, telephone, WhatsApp or another written method.
Our quotation will be based on the information you provide about the property, its condition and the work required.
You must tell us before the appointment about:
- Heavy soiling or unusual cleaning requirements
- Pets, pests, mould or hazardous materials
- Difficult parking or restricted access
- Delicate, damaged or high-value surfaces
- Any allergies or product restrictions
If the property is materially different from the description provided, we may revise the price or agree a reduced scope of work before continuing.
Unless otherwise stated, quotations remain valid for 14 days.
3. Cleaner-hours and minimum bookings
A cleaner-hour means one cleaner working for one hour. For example, two cleaners working for three hours equals six cleaner-hours.
Unless otherwise agreed:
- Regular domestic cleaning requires a minimum of three cleaner-hours.
- One-off domestic cleaning requires a minimum of four cleaner-hours.
- Commercial cleaning has a minimum charge of £100 per attendance.
End-of-tenancy, after-builders, property-turnaround and inspection-ready cleaning will normally be provided at a fixed quoted price.
For time-based bookings, we will complete as much of the agreed work as reasonably possible within the booked time. Customers should identify their priority tasks before cleaning begins.
4. Access to the property
You must provide safe and timely access to the property, together with accurate information about keys, entry codes, alarms and parking.
The property must have:
- Running water
- Electricity
- Adequate lighting
- A safe working environment
If we cannot enter the property at the agreed time, the booking may be treated as a late cancellation.
Keys and access information will be handled carefully and used only to provide the agreed services.
5. Cleaning products and equipment
Your booking confirmation will state whether Charlene & Co. or the customer will provide cleaning products and equipment.
If you provide them, they must be safe, suitable and in good working condition.
You must inform us about allergies, sensitive surfaces and any products that must not be used.
We do not provide specialist pest control, asbestos removal, hazardous-waste removal, biohazard cleaning or specialist mould remediation unless expressly agreed in writing.
6. Prices and additional charges
The price will be shown in your booking confirmation or quotation.
Parking fees, permits, Congestion Charge and other unavoidable access costs may be charged separately where disclosed in advance.
Additional work or materials will not be charged without your agreement.
VAT will be added only where applicable and clearly shown on the quotation or invoice.
7. Payment
Unless otherwise agreed:
- Domestic cleaning is payable no later than completion of the service.
- Commercial invoices are payable within seven calendar days.
- Deposits or advance payments may be required for larger or specialist bookings.
We may suspend future services where payment is overdue.
8. Cancellations and rescheduling
You may cancel or reschedule a booking by contacting us as soon as possible.
No late-cancellation charge will normally apply where at least 24 hours’ notice is provided.
Where less than 24 hours’ notice is provided, access is unavailable or nobody is present when required, we may charge a reasonable amount covering our direct loss, including committed staff time, travel and materials.
The charge will not exceed the price of the cancelled service.
Either party may end a recurring cleaning arrangement by providing 14 days’ written notice, unless another notice period has been agreed.
If we cancel a booking, we will offer another suitable appointment or refund any payment made for services not provided.
9. Consumer cancellation rights
Consumers who book online, by telephone or away from our premises will normally have a legal right to cancel within 14 days after the contract is made.
If you ask us to provide the service during this 14-day period, you agree that:
- We may begin the service before the cancellation period ends.
- If you cancel after work has started, you must pay for the work already provided.
- Your cancellation right ends once the service has been fully completed.
To exercise your cancellation right, contact us using the details at the top of this page.
10. Service quality and complaints
We will provide our services with reasonable care and skill.
If you are dissatisfied, please contact us as soon as reasonably possible, preferably within 48 hours, and provide photographs where appropriate.
Where the service was not completed with reasonable care and skill, we may:
- Return to re-clean the affected area;
- Repeat the relevant part of the service; or
- Provide an appropriate price reduction.
A re-clean does not cover new dirt, damage, staining or deterioration occurring after we leave, or work outside the agreed scope.
11. Damage and valuables
You should secure cash, jewellery, medicines, confidential documents, fragile items and other valuables before cleaning begins.
Please inform us about damaged, unstable, delicate or unusually valuable items and surfaces.
If you believe we caused damage, contact us promptly and provide photographs or other reasonable evidence. Please do not repair or dispose of the affected item before giving us a reasonable opportunity to inspect it.
We are not responsible for pre-existing damage, fair wear and tear, inherent defects or damage resulting from incorrect product or care information supplied by the customer.
Nothing in these Terms limits liability that cannot legally be excluded or affects your statutory consumer rights.
12. Children and pets
Children and pets must be kept safely away from working areas, cleaning products and equipment.
Please tell us about pets before the appointment and provide any necessary access or safety instructions.
13. Staff and safety
We may use employees, workers or vetted subcontractors to provide the service. We remain responsible for delivering the agreed service.
We cannot guarantee that the same cleaner will attend every recurring appointment.
Our staff must be treated respectfully and must not be exposed to harassment, threats, discrimination, smoking or unsafe working conditions.
We may stop work where the property or customer’s conduct creates an unsafe or abusive environment.
14. Photographs and privacy
We may take photographs where reasonably necessary to record the property’s condition, completed work or a reported problem.
We will not publish identifiable photographs, customer names, addresses or reviews for marketing purposes without permission.
Personal information will be handled in accordance with our Privacy Policy.
15. Events outside our control
We are not responsible for delays or cancellations caused by events outside our reasonable control, including severe weather, travel disruption, emergencies, illness or unsafe conditions.
Where possible, we will offer a replacement appointment.
16. Changes to these Terms
We may update these Terms and Conditions occasionally. The version in force when your booking is confirmed will apply to that booking.
17. Governing law
These Terms and Conditions are governed by the laws of England and Wales.
Nothing in these Terms affects your statutory rights as a consumer.
18. Contact us
For bookings, cancellations, complaints or questions:
Charlene & Co.
195–197 Wood Street
London
E17 3NU
Telephone: +44 7856 305559
Email: hello@charlenecleaning.co.uk
Website: www.charlenecleaning.co.uk