Terms & Conditions
Last updated 10 May 2026
Introduction
These Terms and Conditions govern the provision of cleaning services by CHC Domestic Cleaning Services Ltd (“we”, “us”, “our”).
By booking and paying for our services, you (“the Customer”) agree to these Terms.
1. Definitions
Business Day: Monday–Friday excluding bank holidays
Calendar Day: Any day of the year
Services: Cleaning services provided by us
Customer: Any person or business booking services
One-Off Customer: Up to three bookings
Regular Customer: Ongoing/repeat bookings
Price: Agreed cost of services
Deposit: Advance payment (now forming part of full prepayment)
“Writing” includes email, SMS, or electronic communication.
2. About Us
CHC Domestic Cleaning Services Ltd
Studio 9, 50-54 St Paul’S Square St. Pauls Square, Birmingham, England, B3 1QS
Phone: 07449511377 - Email: [email protected]
3. The Contract
These Terms form a legally binding contract.
A contract is formed when you:
3.1. Accept a quote, and
3.2. Confirm a booking
We will provide:
3.3. Service details
3.4. Pricing
3.5. Payment terms
3.6. Cancellation rights
We may cancel services before they begin due to:
3.7. Staff unavailability
3.8. Safety concerns
3.9. Events beyond our control
Any payments made will be refunded within 14 days
4. Price & Payment
4.1. Payment Requirement
4.1.1. All services must be paid in full in advance of the scheduled appointment.
4.1.2. No service will be carried out without cleared payment.
4.2 Quotes & Pricing
4.2.1. Quotes are based on information provided
4.2.2. We reserve the right to adjust pricing if:
4.2.3. Property condition differs
4.2.4. Scope of work changes
4.3 Payment Methods
4.3.1. Bank transfer (BACS)
4.3.2. Card payment
4.3.3. Direct debit
4.3.4. Standing order (for regular clients)
4.4 Non-Payment
If payment is not received:
4.4.1. Your booking will not be confirmed
4.4.2. We reserve the right to cancel the appointment
4.5 Refunds
Refunds are subject to cancellation terms (see Clause 10)
5. Service Delivery
Services will be delivered with reasonable care and skill in line with the Consumer Rights Act 2015.
We aim to complete services as scheduled but are not liable for delays outside our control.
We may suspend or refuse service if:
5.1. The environment is unsafe
5.2. Access is not provided
5.3. Misleading information has been given
6. Customer Responsibilities
6.1. You must provide:
6.1.1. Safe working conditions
6.1.2. Electricity and water
6.1.3. Clear access
6.2. You must ensure:
6.2.1. Valuables are secured
6.2.2. Relevant details are provided (e.g. access code/alarm code)
6.3. Inability to fulfill delivery:
You must provide at least 2 hours notice when booking. You should also where possible avoid forcing an inabillity to fulfill delivery:
6.3.1. Failure to provide safe access.
6.3.2. Failure to provide immediate access at the time of the booked appointment.
Where the inabililty to fulfill delivery is due to the above clauses, the service will not be delivered, but the full service charge will still apply.
7. Consumer Rights & Service Issues
Under the Consumer Rights Act 2015, you are entitled to:
7.1. Services carried out with reasonable care and skill.
7.2. A repeat service or partial refund if standards are not met.
7.3. Reporting Issues
Issues must be reported within 12 hours (weekday cleans) or by 10am Monday (weekend cleans).
We will: Investigate fairly and offer re-clean or partial refund where appropriate.
8. Liability
8.1. We are liable for:
8.1.1. Foreseeable loss or damage caused by negligence
8.2. We are not liable for:
8.2.1. Pre-existing damage
8.2.2. Normal wear and tear
8.2.3. Loss of business or income
8.3. Damage Claims
Damage claims must include evidence (photos) - without evidence, claims may be rejected.
8.4. Insurance
We hold £5 million public liability insurance.
9. Force Majeure
In addition to any reason provided by applicable law, we shall be excused from liability for non-delivery or delay in delivery of service from any event beyond our reasonable control, whether or not foreseeable by either party, including but not limited to: labor disturbance, war, fire, accident, adverse weather, inability to secure transportation, governmental act or regulation, and other causes or events beyond our reasonable control, whether or not similar to those which are enumerated above.
10. Cancellation of Services
Under the Consumer Contracts Regulations 2013 you have a 14-day cooling-off period for bookings made online or by phone. If however your service is booked to be delivered within this 14 day window, you waiver your right to the 14-day cooling off period.
10.1. Customer Cancellation
10.1.1. If cancellation notice is less than 24 hours before the booking start time: No refund will be provided (100% charge)
10.1.2. if cancellation notice is within 24–48 hours of the booking start time: 50% refund will be provided (50% charge)
10.1.3. If cancellation notice is more than 48 hours of the booking start time: Full refund and/or reschedule will be offered.
10.2. No AccessCancellation
If we cannot access the property at the agreed booking start time: No refund will be provided (100% charge)
10.3. Ongoing Services Cancellation
30 days’ notice required to cancel recurring bookings
10.4. Our Right to Cancel
We may cancel if:
10.4.1. Safety risks arise
10.4.2. Terms are breached
10.4.3. Abuse or inappropriate behaviour occurs
In all cases of cancellation, any refunds, partial or full (if applicable in accordance with these terms) will be issued within 14 days.
11. Data Protection (GDPR)
We comply with: UK GDPR and Data Protection Act 2018
We use your data to:
11.1. Deliver services
11.2. Process payments
11.3. Communicate with you
We do not sell or share your data without consent.
You have the right to:
11.4. Access your data
11.5. Request deletion
11.6. Withdraw consent
If you have any questions or requests relating to your data we hold, please contact us at [email protected]
Please also review our separate data policies:
12. Non-Solicitation Clause
You must not:
12.1. Directly hire our staff
12.2. Offer private work to our cleaners
If breached we reserve the right to charge a recruitment fee of £500 + VAT for each incident of solicitation.
13. Complaints
Complaints should be made in writing via email or post and must be submitted within 7 days of the booking start date/time.
We aim to address complaints within 5 working days
14. Changes to these Terms & Conditions
14.1. We reserve the right to alter or amend these terms without notice. Should these Terms of Use be altered or amended, then an updated version will be published on the Website.
14.2. Your first use of our Websites after the date of any alterations or amendments will constitute acceptance of such changes therefore, we recommend you review these Terms of Use regularly to keep informed of any changes.
15. Applicable Law
15.1. These Terms of Use shall be governed by the laws of England and Wales and any dispute shall be dealt with under the exclusive jurisdiction of the Courts of England and Wales and the law from time to time in force.
16. Agreement
By booking and making payment for services, you confirm that you:
16.1. Have read these terms.
16.2. Understand and agree to these terms.
16.3. Agree to be legally bound by these terms.
END OF TERMS & CONDITIONS
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