Terms & Conditions

Some of the terms below apply specifically to recurring bookings (regular clients). We do not expect you to confirm your regular slot until you have received your initial clean and are satisfied with our service. If your booking is not made as part of a regular slot, the recurring terms do not apply.

Initial contact & booking terms

We take bookings via our website, email, social media and phone (text or 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 for your needs. A deposit is taken to secure your booking date. Regular clients are placed on a rota for their preferred cycle (weekly, fortnightly, four-weekly or custom), agreed at the point of enquiry. In most cases we offer a set day for the regular clean, though the time may vary; we always try 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 or by bank transfer on 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, but cleaning tasks cannot always be predicted to the minute. Additional time may be required (chargeable if agreed). You can ask us to keep within the booked time slot by prioritising certain areas — please let us know at least 24 hours before your clean.

Pet policy

We love meeting pets, but it is the customer’s responsibility to make sure they are under control and not aggressive. If your pet is anxious, boisterous or wary of strangers, please keep them 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.

• Our team cannot empty cat litter trays.
• Our team cannot clean up any animal faeces.

Disclosure of hazardous conditions

Customers must tell us about any hazardous conditions before booking, including black mould, human or pet faeces, bodily fluids (sick or blood), fire or soot damage, and any risk of sharps (knives or needles). You must also tell 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 the booking.

Cancellation policy

• 24 hours’ notice or less: 50% of the predicted bill is payable.
• Cancellation includes cancelled jobs, no-shows and access issues (keys or locks).
• Charges cover the 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 or 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, or where damage was caused by client-supplied products or equipment.

Photo & video policy

Photos and videos are used for internal purposes (documenting works, arrival times and quality checks) and external purposes (social media, our website and advertising). External photos never include personal or sensitive information. You can opt out of external use 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 stop 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 and fittings may not clean to a pristine standard because of age, stains or damage, and 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, please tell us when you book. If you provide your own products or 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 a service become our property and will be disposed of (for example via food banks or local charities) unless you tell us otherwise in writing at booking.