Terms of Service

1.Introduction

These Terms of Service constitute a binding agreement between Ashford Cleaners Ltd (Company No. 12794384, registered at 20-22 Wenlock Road, London N1 7GU) ("the Company") and the client ("the Client") for the provision of professional cleaning services.

By booking any service with Ashford Cleaners Ltd, clients confirm that they have read, understood, and agreed to these Terms of Service in full.

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

We recommend that clients check this page regularly for updates, as terms may be revised from time to time. These terms were last updated on 11 March 2026.

2.Services Offered

Ashford Cleaners Ltd offers the following professional cleaning services:

• Regular Cleaning — Scheduled maintenance cleaning to keep your home or office consistently clean.
• Deep Cleaning — Intensive cleaning covering difficult-to-reach areas for a thorough refresh.
• End of Tenancy Cleaning — Full property cleaning to meet the standards required by tenancy agreements.
• Oven Cleaning — Comprehensive cleaning of ovens, hobs, and extractor fans.
• Carpet Cleaning — Professional stain and dirt removal using industrial-grade equipment.
• Pressure Washing — Cleaning of outdoor surfaces including patios, driveways, and paths.
• Window Cleaning — Internal and external window cleaning for a streak-free finish.

3.Pricing and Discounts

Our general cleaning rate is £19 per hour with a minimum booking of 2 hours. Deep cleaning services are charged at £23 per hour with a minimum booking of 3 hours. All prices are inclusive of VAT where applicable.

Clients who book regular (recurring) cleaning services may be eligible for preferential rates, subject to the recurring service commitment outlined in Section 12.

Preferential rates are offered on the basis that the client maintains a regular booking schedule. If a client cancels their regular service within the minimum commitment period, the standard rate may be charged for completed sessions. This will be communicated clearly at the time of booking.

4.Client Responsibilities

Clients are responsible for providing safe and accessible spaces for our cleaning team to work in. This includes:

• Ensuring access to running water, electricity, and any cleaning equipment as required.
• Clearing heavy furniture in advance of carpet cleaning or pressure washing appointments.
• Providing working vacuums, mops, and buckets for regular cleaning sessions.

Please note: without a working vacuum, mop, and bucket available on-site, any complaints relating to the standard of cleaning will not be considered.

5.Access and Entry

Clients must ensure that our cleaning team can access the property on the scheduled day and time.

If a cleaner is unable to gain access to the property due to the client's absence or failure to arrange entry, the full booking fee will still apply.

6.Health and Safety

Our cleaners reserve the right to refuse to carry out work if health and safety hazards are present in the property that could put them at risk.

Clients must notify the Company in advance of any chemical sensitivities, allergies, or other health concerns that may affect the cleaning process.

7.Satisfaction Guarantee

We take pride in the quality of our work. If you are not satisfied with any aspect of your clean, please report the issue within 24 hours of the service being completed.

Where reasonable, we will arrange a free re-clean of the affected areas at no additional cost.

This guarantee is offered in addition to (and does not limit) your statutory rights under the Consumer Rights Act 2015, which entitles you to a service carried out with reasonable care and skill.

8.Late Arrival Policy

In the event that our cleaning team is running late, the client will be notified as soon as possible.

Any delays in arrival will not affect the agreed cleaning duration — you will still receive the full service as booked.

9.Cleaning Equipment and Supplies

The Company provides standard cleaning products and equipment for all services unless otherwise agreed.

Clients may request the use of specific cleaning products; however, these must be supplied by the client.

10.No-Show Policy

If the client fails to provide access to the property at the scheduled time without prior notice, the full service fee will be charged.

11.Data Protection and Privacy

Ashford Cleaners Ltd is the data controller for personal data collected in the course of providing our services. We process personal data on the basis of contractual necessity (to fulfil bookings) and legitimate interest (to manage our business relationship with you).

We collect and store your name, address, contact details, and payment information. This data is retained for as long as your account is active and for up to 6 years after your last booking for accounting and legal purposes.

All client information is treated as strictly confidential and will not be shared with third parties except where necessary to fulfil our services or where required by law.

Under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, you have the right to access, rectify, or request deletion of your personal data. To exercise these rights, please contact us at support@ashfordcleaners.co.uk.

12.Recurring Service Commitment

To qualify for the discounted recurring rate, clients must maintain their regular cleaning schedule for a minimum period of two weeks.

If a client cancels their recurring service before this minimum period, the standard rate will apply retroactively to all sessions completed.

13.Termination of Service

Either party may terminate the cleaning service agreement by providing at least 7 days' written notice (by email or in writing).

The Company reserves the right to terminate services immediately and without notice in the following circumstances:

• Persistent late payments or non-payment of invoices.
• Unsafe or hazardous working conditions at the client's property.
• Disrespectful, abusive, or threatening behaviour towards our staff.

Upon termination, any outstanding fees for services already provided remain payable. If you are on a discounted recurring rate, the terms in Section 12 regarding the minimum commitment period will apply.

14.Force Majeure

Ashford Cleaners Ltd shall not be held liable for any failure or delay in performing services due to unforeseen events beyond our reasonable control. This includes, but is not limited to, natural disasters, severe weather conditions, strikes, and pandemics.

15.Amendments to Terms

These Terms of Service may be updated periodically to reflect changes in our policies or legal requirements.

Clients will be notified of any material changes via email or through an update published on our website.

16.Booking, Payments & Fees

Bookings may be confirmed via telephone, email, or through our website.

A pre-authorisation hold will be placed on the client's payment method 24 hours before the scheduled service. Final charges will reflect the actual hours worked.

A late payment fee of £10 per week will apply to any outstanding invoices.

17.Limitations of Service and Liability

Our cleaners are not able to handle hazardous materials including mould, faeces, biohazards, or other dangerous substances.

We cannot move heavy furniture or climb higher than a standard step stool during cleaning.

Pressure washing services require access to an outdoor tap at the property.

Any damage to the property must be reported within 24 hours of the service.

Ashford Cleaners Ltd maintains public liability insurance. Our total liability for any single claim shall not exceed the cost of the service provided or the insurance coverage limit, whichever is greater.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be lawfully excluded or limited under English law.

18.Refund Policy

Refunds are reviewed on a case-by-case basis by management. Where a service has not been performed with reasonable care and skill (as required under the Consumer Rights Act 2015), clients are entitled to a repeat performance or, where that is not possible, a price reduction.

If you wish to request a refund, please contact us within 14 days of the service at support@ashfordcleaners.co.uk with details of the issue.

19.Rescheduling Due to Weather or Holidays

The Company may suspend or reschedule outdoor services (such as pressure washing or external window cleaning) in the event of severe weather conditions.

No services are provided on public holidays. Alternative dates will be offered to affected clients.

20.Non-Solicitation Agreement

Clients may not directly hire or attempt to hire any member of Ashford Cleaners Ltd staff during the term of service or within six months following the end of service.

Any violation of this non-solicitation clause may incur a fine of up to £250.

21.Breakage and Damage Policy

Ashford Cleaners Ltd is fully insured for any damages that occur as a direct result of the cleaning process.

The Company is not responsible for damage caused by normal wear and tear, improper installation of items, or pre-existing conditions.

All reports of breakage or damage must be submitted within 24 hours of the service being completed.

22.Complaints Procedure

If you wish to make a complaint, please contact us at support@ashfordcleaners.co.uk or call 01233 281114 during office hours (Monday to Friday, 9AM–5PM).

We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days.

If you are not satisfied with our response, you may refer the matter to your local Citizens Advice Bureau or Trading Standards office.

23.Dispute Resolution

In the event of a dispute, clients should contact the Company immediately to discuss the matter.

We aim to resolve all disputes promptly and fairly through direct communication. Where a resolution cannot be reached, clients may seek independent mediation or pursue their rights through the courts.

24.Gift Cards

Gift cards purchased through Ashford Cleaners Ltd are non-refundable and cannot be exchanged for cash.

Gift cards are valid for 12 months from the date of purchase unless otherwise stated.

Lost or stolen gift cards cannot be replaced. Gift cards may only be redeemed against cleaning services provided by Ashford Cleaners Ltd.

The Company reserves the right to refuse gift card redemption where fraud is suspected.

25.Governing Law

These Terms of Service are governed by and construed in accordance with the laws of England and Wales.

Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.