Terms & conditions
How bookings, cancellations, our satisfaction promise, liability and payment work, in plain English.
Last updated: 12 October 2026. This is a general template and should be reviewed by a solicitor before you rely on it.
1. Who these terms are between
These terms apply between APS Cleaning of 6 Park Road, Plymouth, Devon PL3 5DR ("we", "us") and the person or business booking cleaning services ("you"). They apply to every booking unless we have agreed something different with you in writing.
2. Quotes and prices
Quotes are free, valid for 30 days, and based on the information you give us. If on arrival the property is materially different from your description, such as significantly larger or in substantially worse condition, we will contact you to agree a revised price before continuing, not add to the invoice afterwards.
Regular cleaning is charged hourly with a minimum visit of two hours. One-off visits have a three-hour minimum. Fixed-price services are quoted per job. All prices include products, equipment and travel within our published coverage area.
3. Booking and access
A booking is confirmed when we have agreed a date, time and price with you in writing. You are responsible for providing safe access to the property at the agreed time. If we cannot gain access and have not been told in advance, we may charge for the booked time.
Where you give us a key or access code, we hold it as described in our privacy policy. Keys are logged, never labelled with an address, and returned or destroyed when your service ends.
4. Cancellation and changes
You can cancel or move any visit with at least 24 hours' notice at no charge. With less than 24 hours' notice, and only where we cannot fill the slot, we may charge for the cleaner's booked time. We will always speak to you first. Regular cleaning has no minimum term and no notice period, so you can pause or stop at any time.
If we need to cancel, for example because of illness or severe weather, we will tell you as soon as we know and offer the earliest alternative. You are never charged for a visit that did not happen.
5. Our satisfaction promise
If you are not satisfied with a clean, tell us within 24 hours of the visit and we will return and put right the items you identify, at no charge. For end of tenancy cleans the window is 48 hours from your check-out inspection, and covers cleaning items raised by your landlord or letting agent.
The promise covers cleaning. It does not cover damage, decoration, repairs, items that were already broken, or outcomes outside our control such as a deposit deduction for something other than cleanliness.
6. What we cannot do
We will tell you before starting if we believe a result is not achievable. In particular we do not guarantee removal of: permanent staining or dye damage, bleach marks, burns, rust, pet urine that has reached the subfloor, mould caused by damp or inadequate ventilation, or the restoration of worn or damaged surfaces. We do not carry out work at height beyond standard step ladders, exterior window cleaning above ground floor, clinical or hazardous waste removal, or pest control.
7. Damage and liability
We hold £5m public liability insurance and employers' liability insurance. If we damage something, tell us within 24 hours so we can inspect it and notify our insurer. We ask that you secure or remove items of exceptional value or fragility before a visit, and tell us about any surface, finish or appliance that needs particular care or must not be cleaned.
We are not liable for pre-existing damage, for faults in appliances that we clean but did not install or maintain, or for loss arising from your failure to disclose something relevant about the property. Nothing in these terms limits liability for death or personal injury caused by negligence, or for anything else that cannot lawfully be limited.
8. Payment
Domestic customers pay after each visit by bank transfer or card, or by standing order where agreed. Commercial customers are invoiced monthly on 14-day terms. We may charge statutory interest on overdue commercial invoices under the Late Payment of Commercial Debts (Interest) Act 1998.
9. Our staff
All our cleaners are employed by us, DBS-checked and insured through the company. You agree not to employ or engage a member of our staff directly, other than through us, for 12 months after their last visit to your property. If you do, a recruitment fee may apply.
10. Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a consumer, nothing here affects your statutory rights under the Consumer Rights Act 2015.