04/11/2026
Please read! Booking with us means you agree with our terms and conditions 🩵
Holistic Cleaning Services
Terms & Conditions – Effective from 1st July 2026
Thank you for choosing Holistic Cleaning Services.
These Terms & Conditions are in place to ensure we can provide a safe, reliable, professional and fair service to all clients whilst protecting both our customers and our business.
As our business continues to grow, we have reviewed and updated our Terms & Conditions. Please note that our updated cancellation policy, deposit requirements and associated terms will come into effect from 1st July 2026.
The key changes include:
* Deep Clean, End of Tenancy and Organisation Session deposits.
* Enforcement of our cancellation and skipped clean policy.
* Access requirements, including hot water, electricity and property access.
* Updated Deep Clean and Reset Session booking terms.
* Updated photography, privacy and confidentiality provisions.
We completely understand that emergencies and unforeseen circumstances can arise and will always aim to be fair and reasonable. However, as a small business, last-minute cancellations, missed appointments and unavailable access have a significant impact on our ability to operate and serve all clients effectively.
By booking a service with Holistic Cleaning Services on or after 1st July 2026, you acknowledge that you have read, understood and accepted these Terms & Conditions.
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Access to Your Property
Full access to the property must be available at the time of your clean. This can be provided by:
* The client being present
* A key safe
* A key left in an agreed secure location
* A key held by Holistic Cleaning Services
If we are unable to gain access upon arrival, the full cost of the clean may still be charged.
Utilities
Hot running water and electricity must be available throughout the clean. If either utility is unavailable, we may be unable to complete the service and the visit may still be chargeable.
Arrival Times
Whilst we always aim to arrive at the agreed time, arrival times are estimates and may vary due to traffic, weather, emergencies, delays at previous appointments or other unforeseen circumstances.
Working Whilst You Are Home
We understand many clients are at home whilst we clean and we are always happy to accommodate this.
For health and safety reasons, we do prefer to work alone where possible. If you are home during your clean, we kindly ask that you remain in one area of the property where practical. This helps minimise trip hazards and allows us to work safely and efficiently.
Pets
We are a completely pet-friendly cleaning company and love meeting your furry family members.
As long as your pet is comfortable around us, we are happy for them to remain out whilst we clean. If you would like us to refresh water bowls, let pets into the garden, provide food or carry out other simple pet-related requests during our visit, we are always happy to help.
If your pet is nervous, reactive, uncomfortable around strangers or has shown signs of aggression, we kindly ask that they are secured in a separate area of the property during the clean.
Please inform us of any pets within the property and any behavioural concerns before your appointment.
Quotations & Property Assessments
Where possible, we prefer to visit a property before providing a quotation for a Deep Clean, End of Tenancy Clean, Beginning of Tenancy Clean or Organisation & Decluttering Session.
If a visit is not possible, we may ask for photographs and videos of the areas requiring attention. Any quotation provided from photographs or videos alone should be considered an estimate.
Photographs can make it difficult to accurately assess the size of rooms, level of build-up, condition of surfaces and overall workload required.
If, upon arrival, the property is found to require significantly more time, labour or resources than originally indicated, we reserve the right to revise the quotation accordingly. Any price increase will always be discussed with the client before additional work is carried out.
By accepting a quotation based on photographs alone, clients acknowledge that the final cost may be subject to adjustment following an in-person assessment.
Deep Cleans & Reset Sessions
If you would like a tailored quotation to complete a specific list of tasks or achieve a full property reset, we would always recommend that we visit the property beforehand to assess the work required and provide an accurate quotation.
Many clients wish for an entire property to be completed, and in these cases a tailored quotation is often the most suitable option.
We also offer fixed-price Reset Sessions for clients who would prefer to book a dedicated block of cleaning time:
* Half Session – £200
* Full Session – £400
These sessions are based on a designated amount of labour time allocated specifically to your property.
Prior to your appointment, we will discuss your priorities and focus on the areas that matter most to you. Whilst we will always work as efficiently as possible, we cannot guarantee that every task requested will be completed within the allocated session.
The amount achieved during a session will depend on factors such as the size of the property, level of build-up, condition of surfaces and overall workload required.
If, once the session is complete, further work is required to achieve your desired outcome, we will discuss this with you and may recommend booking an additional Half Session or Full Session.
Our Half Sessions and Full Sessions are fixed-price services based on a designated amount of labour time rather than a guarantee that a specific list of tasks or an entire property will be completed within a single session.
Deep Cleans, End of Tenancy & Organisation Bookings
All Deep Cleans, End of Tenancy Cleans, Beginning of Tenancy Cleans and Organisation & Decluttering Sessions require a deposit at the time of booking to secure the appointment.
Deposits are non-refundable if the appointment is cancelled with less than 48 hours’ notice.
Payment Terms
For first-time cleans, cash payment may be requested until an established working relationship is in place.
Payment is due the day of your clean
Failure to make payment will result in us being unable to book a future appointment and in extreme cases court action
Cancellations & Skipped Cleans
We understand that emergencies and unforeseen circumstances can arise and will always try to be reasonable where possible.
However, when a clean is cancelled at short notice, it is often impossible for us to fill that slot. As a small business, this has a significant impact on our income and diary planning.
* We require a minimum of 48 hours’ notice for cancellations or requests to skip a clean.
* One cancellation or skipped clean will be permitted as a gesture of goodwill.
* Any subsequent cancellation or skipped clean with less than 48 hours’ notice will be charged at the full cost of the scheduled clean.
* If a cancellation fee remains unpaid, we reserve the right to suspend future services until the outstanding balance has been paid in full.
* Repeated cancellations or skipped cleans may result in the loss of your regular slot.
* Clients who frequently cancel or skip appointments may be moved to an ad-hoc basis only or have their services terminated.
By booking a regular cleaning slot, you are reserving dedicated time within our diary. We kindly ask that this commitment is respected in the same way that we respect and protect your scheduled appointment.
Changes to Scope of Work
Our quotations are based on the information provided at the time of booking.
If additional rooms, appliances, services or tasks are requested after a quotation has been agreed, we reserve the right to amend the price to reflect the additional work required.
Holistic Clean Packages
Our Holistic Clean Packages are fixed-price services based on the size and layout of the property and include a set scope of work.
Unfortunately, we are unable to customise or swap rooms within these packages. Whilst we are happy to add additional rooms, services or tasks for an additional charge, we cannot remove included areas and replace them with other rooms or larger spaces.
This is because different rooms vary significantly in size, condition and the time required to clean. For example, a conservatory, utility room, playroom, second lounge, home office or heavily used family area may require considerably more time than a standard bedroom.
Our package pricing is based on the overall property size and expected workload rather than the amount of furniture, occupancy levels or individual room preferences.
Additional rooms, services or bespoke requirements can always be quoted separately and added to your appointment where time allows.
If you are looking for a fully tailored service focused on specific rooms, priorities or problem areas, we would recommend discussing a Deep Clean, Reset Session or bespoke quotation instead.
Furniture & Heavy Items
For health and safety reasons, we do not move excessively heavy furniture or appliances, including but not limited to wardrobes, sofas, washing machines, tumble dryers, American-style fridge freezers and other large items.
We are happy to clean around accessible areas where possible.
Illness & Infectious Conditions
If anyone within the household has a contagious illness, including sickness bugs, flu, COVID-19 or any other infectious condition, please inform us as soon as possible.
We reserve the right to postpone appointments where there is a risk to the health and wellbeing of our team.
Health & Safety
For the safety of our team and our clients:
* Please notify us of any hazards within the property.
* Aggressive pets must be secured.
* We reserve the right to stop or refuse a clean if conditions are deemed unsafe.
* We reserve the right to leave a property if we feel threatened, unsafe or subjected to abusive, aggressive or inappropriate behaviour.
Hoarding, Biohazards & Infestations
We reserve the right to refuse, postpone or stop a clean where conditions present a risk to health and safety, including severe hoarding, pest infestations, bodily fluids, human or animal waste, sharps, mould contamination or any other hazardous conditions.
Photographs, Insurance & Social Media
We may take photographs before, during and after cleans for a number of reasons, including:
* Insurance purposes
* Our own records
* Training and educational purposes
* Quality control
* Showcasing our work on our social media platforms
If you do not wish for photographs of your home to be shared on social media, please let us know before your clean and we will happily respect your wishes.
Should you require a confidentiality agreement, NDA or any other privacy documentation to be signed, please inform us before your appointment. We are always happy to accommodate reasonable privacy requests.
For your reassurance, we will never intentionally share identifying information. This includes family photographs, names, addresses, personal documents, post, certificates, financial information or any other personal details that could identify you or your property.
Cleaning Expectations
Whilst we always strive to achieve the highest possible standards, some results may be limited by the age, condition and maintenance of surfaces.
We cannot guarantee removal of permanent staining, mould damage, limescale damage, wear and tear, paint marks, discolouration or pre-existing damage.
Breakages & Damage
Whilst every care is taken when cleaning your home, accidents can occasionally happen.
Any genuine accidental damage caused by our team will be reported promptly. Holistic Cleaning Services is fully insured and any valid claims will be handled through the appropriate process.
Confidentiality
We respect our clients’ privacy at all times. Information regarding clients, their homes and their personal circumstances will never be shared with third parties.
Respect & Communication
We pride ourselves on being a friendly, professional and non-judgemental service.
We ask that all communication remains respectful and courteous. We reserve the right to terminate services where staff are subjected to abusive, threatening, discriminatory or inappropriate behaviour.
Acceptance of Terms
By booking a service with Holistic Cleaning Services, you acknowledge that you have read, understood and accepted these Terms & Conditions.
Thank you for choosing Holistic Cleaning Services. We appreciate your support and look forward to helping you maintain a clean, comfortable and welcoming home.
Steph & Lisa 💙
Holistic Cleaning Services
