Terms of service.
1. Service Commitment
LCH agrees to provide cleaning services for the home as outlined in the attached notes or as otherwise agreed. LCH will exercise reasonable skill, care, and reliability in delivering all cleaning services.
2. Access & Permission
The Client grants LCH permission to enter the home to perform cleaning services as agreed. If LCH staff are unable to gain access at the scheduled time, the full cleaning fee will still apply.
3. Keys & Security
Where access requires keys, the Client will provide these to LCH. All keys held by LCH are coded and unidentifiable from any property address. In the event of a lost key, LCH will replace the key only; we will not replace or reimburse for lock changes. All keys are stored in a secure key safe within a controlled-access unit with CCTV and fob-only entry. Keys remain the property of the Client and will be returned upon request. LCH will not loan, duplicate, or use keys for any purpose other than agreed cleaning times.
4. Parking
Where parking is restricted, the Client is responsible for ensuring access and providing valid permits or passes. If a permit is not provided, the Client becomes liable for any parking charges, penalties, or fines incurred by LCH staff.
5. Equipment & Materials
LCH provides all necessary machinery, tools, and cleaning materials, ensuring they are of high standard and suitable for use in the home.
6. Client-Supplied Products
If the Client requests specific products, materials, or tools to be used, LCH will follow instructions and exercise reasonable care but accepts no liability for any damage caused by or to those products or equipment.
7. Damages & Liability
LCH will repair or replace any items damaged during cleaning up to a maximum value of £1,000 per incident. LCH accepts no responsibility or liability for damage to, or loss of, high-value, fragile, irreplaceable, or sentimental items that have not been safely stored away prior to cleaning, including jewellery, watches, cash, artwork, antiques, collectibles, designer items, and technology. Items valued over £500 individually must be stored away. LCH is not liable for loss or damage to unsecured items. LCH accepts no liability for damage caused by faulty, loose, worn-out, unstable, or defective fixtures, fittings, or household items. Any damage caused by LCH will be reported within 24 hours. LCH is not liable for items already broken or worn.
8. Hazardous Environments
LCH may refuse or suspend cleaning if the environment is hazardous. The full cleaning fee may still apply.
9. Cleaning Team
Cleans are typically performed by two LCH staff members. LCH staff cannot move heavy furniture or lift items over 15kg. All regular cleaning visits have a minimum duration of 2 hours.
10. Payment Terms
Payment is due within 48 hours from the invoice date. Payments must be made via bank transfer.
11. Late Payment
If payment is not received within 48 hours, services are suspended. A 20% late fee applies after 7 days.
12. Cancellations & Suspensions
Temporary suspensions require 4 weeks’ notice. Cancellations require 1 week’s notice or the full fee applies.
13. Rate & Service Changes
LCH will provide 4 weeks’ notice of changes to service costs.
14. Additional Services
Any extra tasks must be agreed upon separately. Requests for additional tasks cannot be made on the day of the scheduled cleaning. All additional service requests must be submitted at least 48 business hours in advance.
15. Holidays & Staff Absence
LCH will notify the Client of illness or emergency and attempt to reschedule.
16. Contract Termination
Either party may terminate with 2 weeks’ written notice.
17. Complaints & Lost Items
Complaints or reports of missing items must be raised within 24 hours.
18. Confidentiality & Data Protection
LCH will not disclose confidential information except as required by law. Data is securely stored.
19. Insurance
LCH maintains full public liability insurance.
20. Force Majeure
LCH is not liable for delays caused by events beyond control.
21. Deliveries
LCH will not accept deliveries unless pre-agreed.
22. Safeguarding, Health & Safety
LCH staff cannot clean where anyone under 16 is home alone. Occupants must vacate areas being cleaned. LCH accepts no responsibility for unsupervised children or pets. Ill household members must remain in one room, which will not be cleaned. LCH will not clean rooms with sleeping occupants.
23. Pets
LCH is pet friendly but not liable for damage caused to or by pets. Aggressive or nervous pets must be safely secured.
24. Social Media, Marketing Photography & CCTV
LCH may take photos of cleaning work; no identifying details will be included. Clients may opt out. CCTV is permitted but must not invade privacy (toilets) or be used inappropriately. Audio recording must be disclosed.
25. Variations
Changes must be agreed by both parties.
26. Biohazard Cleaning
LCH does not clean areas contaminated with bodily fluids, blood, faeces, urine, vomit, or semen.
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By proceeding with a booking, the Client confirms acceptance of and agreement to these Terms and Conditions.
Updated: 17th November 2025