Terms and conditions

1. Who we are and how to contact us

CleanHaven Domestic Cleaning (“we”, “us”) is a small domestic cleaning business based in Reading, Berkshire. “You” means the person who books the clean. You can reach us by phone or WhatsApp on 07471 274012 or by email at hello@clean-haven.uk. If we need to contact you, we will use the phone number or email address you gave us.

2. Our services and quotes

We offer regular domestic cleaning, deep cleaning, end of tenancy cleaning and cleans tailored to what you ask for. We quote based on the information you give us about your home, such as its size, the number of rooms, its condition and what you would like cleaned.

Our agreement with you starts when we confirm your booking by phone, WhatsApp or email. The confirmed booking sets out the type of clean, the day and the price. If your home turns out to be very different from what we were told, we will talk to you before carrying on, and you can choose to go ahead at an adjusted price or cancel the extra work.

3. Prices

• Regular cleaning: £18 per hour
• Deep cleaning: £20 per hour
• End of tenancy cleaning: from £190 per property, with the exact price given in your quote

Eco-friendly cleaning products are supplied as part of the price. Any minimum visit length is confirmed with your quote.

If our prices change, we will tell you before the change applies to any of your cleans, and you are free to stop your regular cleaning if you do not want to continue at the new price. Cleans already confirmed at a quoted price will not change.

4. Bookings, access and keys

We clean on Friday to Sunday. We will agree a day and an arrival time with you, and we will let you know as soon as possible if we are running late.

You do not need to be at home. If you will be out, we will agree with you how we get in, for example by collecting a key or using a key safe. Any key you give us is used only to clean your home and is returned as agreed when you ask for it or when our cleaning arrangement ends.

If we cannot get in at the agreed time through no fault of ours, we will try to contact you. If we still cannot get in, the visit may be treated as a late cancellation (see section 7).

5. What we ask of you

• Give us safe access to the areas to be cleaned at the agreed time.
• Make sure there is working electricity, running hot water and adequate lighting.
• Tell us about any pets, and keep them in another room if they may be unsettled or could get out while doors are open.
• Put away cash, jewellery and other valuables, and tell us about anything fragile, valuable or sentimental that we should take extra care with or leave alone.
• Tell us about surfaces or items that need special care (for example natural stone, antiques or delicate finishes) and any existing damage or faults you know about.
• Tell us about allergies, sensitivities or products you would like us to avoid.
• Let us know about any hazards in your home that we may not be aware of.

6. What is not included

For everyone’s safety, our cleans do not include:

• biohazards, such as bodily fluids, needles or sharps, large amounts of animal waste, or pest infestations
• work at height, or anything that cannot be reached safely from the floor or a small step
• moving heavy furniture or large appliances
• specialist work such as carpet or upholstery shampooing, or rubbish clearance, unless we have agreed it with you in writing

We may decline or stop any task we reasonably believe is unsafe, and we will explain why. You will not be charged for work we do not do.

7. Cancelling or rescheduling

Your 14-day right to cancel

If you book with us by phone, WhatsApp, email or through this website without meeting us first, the Consumer Contracts Regulations 2013 give you the right to cancel within 14 days of our agreement, without giving a reason. To cancel, just tell us clearly by phone, WhatsApp or email.

If you ask us to start cleaning within those 14 days, you will need to pay for any cleaning already done before you cancel. If the whole service has been completed within the 14 days at your request, the right to cancel no longer applies to that service. Any money due back to you will be refunded within 14 days of you telling us you are cancelling.

Changing or cancelling a clean

If you need to cancel or move a clean, please tell us as early as you can. The notice we need, and whether any charge applies if a clean is cancelled late, is confirmed with you when you book. We will not charge you anything we have not told you about in advance.

You can stop regular cleaning at any time by letting us know before your next clean.

If we need to cancel

Occasionally we may need to cancel or move a clean, for example because of illness or an emergency. We will tell you as soon as we can and offer another date. If you have paid for a clean we cannot carry out and you do not want a new date, we will refund you in full.

We may end our arrangement with you if we cannot clean safely, if anyone at the property behaves abusively towards us, or if payments are not made. We will tell you why.

8. Payment

How and when to pay is confirmed with you when you book, so you know exactly what to expect before your first clean. If a payment is overdue, we may pause further cleans until it is settled.

9. If you are not happy with a clean

We want you to be happy with every clean. If something has been missed or is not up to standard, please tell us as soon as possible, ideally with a photo, and within the timeframe we confirm when you book. If the issue is part of the work we agreed to do, we will come back and put it right at no extra cost.

This does not affect your legal rights. Under the Consumer Rights Act 2015 our cleaning must be carried out with reasonable care and skill. If it is not, you can ask us to redo it, and if that is not possible, you may be entitled to some or all of your money back.

10. End of tenancy cleans

We clean to the standard that landlords and letting agents typically check against. However, the decision on whether your deposit is returned, in full or in part, is made by your landlord, letting agent or deposit protection scheme, not by us. We cannot guarantee the return of your deposit.

End of tenancy prices assume the property is empty of belongings unless we agree otherwise. Our clean does not cover repairs, redecorating, damage or normal wear and tear. If your check-out report raises a cleaning issue in an area we agreed to clean, send it to us promptly and we will return to put it right.

11. Breakages and our responsibility

We take care with everything in your home. If something is damaged or broken during a clean, we will tell you. If you notice damage you think we caused, please tell us as soon as possible.

If we damage your property because we did not take reasonable care, we will repair it, replace it or pay you a fair amount towards it, taking its age and condition into account. We are not responsible for damage caused by:

• existing faults, normal wear and tear, or items that were not properly fixed or secured
• following your instructions, including using products or equipment you asked us to use
• an item or surface needing special care that you did not tell us about, where we could not reasonably have known

We are only responsible for loss or damage that was a foreseeable result of us breaking these terms or not using reasonable care. We clean homes for private use, so we are not responsible for any business losses.

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 anything else that cannot be limited or excluded by law, including your rights under the Consumer Rights Act 2015.

12. Complaints

If you are unhappy with anything we have done, please call, message or email us first. We will listen, look into it and do our best to put things right quickly. If we cannot agree, you can get free, impartial advice from the Citizens Advice consumer service.

13. Your personal information

We use your details only to arrange and carry out your cleaning. Our privacy notice explains this in full.

14. Changes to these terms

We may update these terms from time to time. The current version is always on this page, with the date at the top. Changes will not affect cleans already confirmed unless we agree them with you.

15. Law

These terms are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales. If any part of these terms is found to be invalid, the rest will still apply.