Initial Contact & Booking Terms

We take bookings via our website, email, social media, and phone (text/call).

At the first point of contact, we will ask a series of questions to understand your needs and the details of the property being cleaned. We may request photos, or where appropriate, book a site inspection.

We will recommend the best suited service to meet your needs. A deposit is taken to secure your booking date — the terms of which are detailed below, along with our cancellation policy.

All regular clients will be placed on a rota for their preferred cycle (weekly, fortnightly, four-weekly or custom). This will be agreed at the point of enquiry. In most cases, we offer a set day for the regular clean, but please note the time of your clean may vary. We always try our best to accommodate time requests.

Two or more staff will attend each visit as per company policy.

Deposit & Payment Terms

• A 50% deposit is required to secure your appointment (deducted from the final bill).

• Deposits are non-transferable and non-refundable.

• Ongoing regular customers are not required to pay a deposit for recurring maintenance sessions.

• If a cancellation charge exceeds the deposit paid, you may be required to pay an additional amount.

• Full payment must be made by 9am on the day of service, or in cash/bank transfer upon arrival.

• No service will be carried out until the full balance is clear.

• A late payment fee of £5.00 per day applies once we leave the property.

Clean Timings

We do our best to estimate the time required for initial, one-off, or timed cleans. However, cleaning tasks cannot always be predicted to the minute.

Additional time may be required (chargeable if agreed). You can request to keep within the booked time slot by prioritising certain areas — please let us know at least 24 hours prior to your clean.

Pet Policy

We love meeting pets, but it is the customer’s responsibility to ensure they are under control and not aggressive. If your pet is anxious, boisterous, or wary of strangers, we ask that they are contained during the clean.

Any injury or damage caused by a pet is the owner’s responsibility, and you may be liable for loss of earnings or other financial losses.

Please note:

• Our team cannot empty cat litter trays.

• Our team cannot clean up any animal faeces.

Disclosure of Hazardous Conditions

Customers must inform us of any hazardous conditions before booking, including:

• Black mould

• Human or pet faeces

• Bodily fluids (sick/blood)

• Fire/soot damage

• Any risk of sharps (knives/needles)

You must also inform us if there are firearms at the property and confirm that you are a licensed and registered firearm holder. Failure to do so will result in refusal or cancellation of booking.

Cancellation Policy

• 24 hours or less notice: 50% of the predicted bill is payable.

• Cancellation includes cancelled jobs, no-shows, or access issues (keys/locks).

• Charges cover cleaner’s loss of earnings and administrative costs.

Skipped Clean Policy

• More than 2 weeks’ notice: £3.50 admin charge.

• Less than 2 weeks but more than 48 hours’ notice: £5.00 admin charge.

• Less than 48 hours’ notice: normal cancellation charges apply.

Damages & Complaints Policy

• Complaints about service must be emailed to info@mccleanteam.co.uk on the same day, with photo/video evidence.

• Payment of the invoice is still required; we will resolve issues by completing additional work.

• For damage complaints, request a Damage Form from our management team.

• We will not cover costs where:

  • Items were already damaged, faulty, or worn.

  • Damage was caused by client-supplied products/equipment.

Photo & Video Policy

Photos and videos are used for:

• Internal purposes (documenting works, arrival times, quality checks).

• External purposes (social media, website, advertising).

External photos will never include personal or sensitive information.

👉 Clients can opt out of external use of photos/videos by emailing: info@mccleanteam.co.uk

Notice Given Policy

For regular cleaning sessions (not ad hoc cleans), we require two cleans’ notice if you wish to cease using our services.

If notice is given during a clean, it does not include the current session. If you do not wish for the notice cleans to take place, you must pay the equivalent value.

Realistic Expectations

We ask customers to have realistic expectations. Some items/fittings may not clean to a pristine standard due to age, stains, or damage.

Wall Cleaning: Some walls cannot be cleaned if the paint is not wipeable.

We supply all cleaning products (please provide your own vacuum and mop). If you have allergies or preferences, notify us upon booking.

If you provide your own products/equipment, they must be safe and in full working order. We cannot accept liability for faults, misuse, or damage caused by customer-supplied items.

All items agreed for removal during service become our property and will be disposed of (e.g. via food banks, local charities) unless you notify us in writing at booking.