Terms and Conditions

Properly Services Ltd – Terms and Conditions

Last updated:December 2025

These Terms and Conditions apply when you book cleaning services with Properly Services Ltd.

By booking a service with us (via our website, phone, email or any other method), you agree to be bound by these Terms.

1. Who we are

  • Properly Services Ltd

  • Company number: 16725858

  • Registered office: Suite 20, 14–15 Triangle South, Clifton, Bristol, United Kingdom, BS8 1EY

In these Terms:

  • “Properly”, “we”, “us” and “our” mean Properly Services Ltd.

  • “You” and “your” mean the person or business booking the services.

When you are an individual booking for personal use (not for your trade, business or profession), you are a consumer. When you book in connection with a business, you are a business customer. Different legal rights apply to each.

2. What these Terms cover

We provide one-off cleaning services, including (but not limited to):

  • One-off deep cleaning

  • End of tenancy cleaning

  • After builders / post-renovation cleaning

  • Carpet and upholstery cleaning

  • Oven and appliance cleaning

  • Commercial and office cleaning

We operate nationwide within the UK, subject to availability.

These Terms apply to all services we provide unless we agree something different with you in writing.

Your statutory rights under UK law (including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) are not affected.

3. How the contract is formed

  1. You request a quote or make a booking enquiry (online, by phone or email).

  2. We confirm the price, the service description and the proposed date/time.

  3. When you accept the quote and pay as required, a contract is formed between you and Properly Services Ltd on these Terms.

We rely on the information you provide about the property (size, number of rooms/bathrooms, condition, parking, access, pets, building works etc.). If that information is inaccurate or incomplete, the price and/or time needed may change on the day.

4. Your legal rights – services

For consumers, the law says that any services you buy must be carried out:

  • with reasonable care and skill;

  • within a reasonable time if no time limit is agreed; and

  • for a reasonable price if no price is agreed in advance.

We aim to meet or exceed these standards. If you think we have not, please refer to the Guarantee and complaints section below.

5. Distance contracts and your 14-day cooling-off rights (consumers only)

Most of our consumer bookings are made at a distance (online, by phone or email), so the Consumer Contracts Regulations 2013 generally apply.

5.1 Your right to cancel within 14 days

If you are a consumer and you book our services online, by phone or by email, you have 14 days from the date you confirm the booking to cancel the contract without giving any reason.

To cancel within this 14-day period, you must tell us clearly (for example by email or in writing). You can use any clear statement; you do not need a special form.

5.2 Starting services during the cooling-off period

Most customers want the clean to happen within that 14-day window (often within a few days). If you book a date within the next 14 days, you are expressly asking us to start the service during the cooling-off period.

By booking a date within the next 14 days you:

  • give your express consent for us to begin the services during the 14-day period; and

  • acknowledge that if you later cancel, you may have to pay for the work already carried out, and you may lose your right to a full refund.

5.3 What you may have to pay if you cancel during the 14 days

If you cancel within 14 days:

  • Before we have started the service: you receive a full refund of any amount paid.

  • After we have started but before completion: you must pay for the services already supplied, plus any reasonable costs we have incurred. We will refund any balance.

  • After the service has been completed in full: you lose the right to cancel under the cooling-off rules for that service.

Our operational cancellation charges (see Section 9) are intended to reflect our reasonable costs and are applied in a way that is consistent with these legal rights.

Business customers do not have cooling-off rights under these Regulations.

6. Prices, quotes and minimum charge

  • We operate on a fixed-price basis for each job, based on the information you provide.

  • Quotes are given in pounds sterling (GBP) and are valid for the period stated in the quote (or 14 days if no period is stated).

  • We are not currently VAT registered, so prices are not subject to VAT. If we become VAT registered in the future, we will update our pricing and Terms accordingly, and VAT will be added as required by law.

6.1 Minimum booking value

  • The minimum charge per booking is £150.

  • If our quoted price for your chosen service is below £150, the price will automatically be increased to the minimum.

6.2 Changes to price on the day

We may need to adjust the price on the day if:

  • the property is larger or in a substantially worse condition than described;

  • there are more rooms, bathrooms, or areas to clean than originally stated;

  • there is no suitable parking and our team has to park far away or pay unexpected charges;

  • additional services are requested on the day (e.g. extra rooms, balconies, inside appliances not originally included).

We will discuss any necessary change with you before proceeding.

7. Payment

  • Full payment of the quoted price is required in advance of the service, and in any event before the cleaners start work.

  • Accepted payment methods:

    • Bank transfer;

    • Cash (by prior agreement – usually handed to the team on arrival, before they start).

For business customers, we can agree alternative payment terms (e.g. on invoice, staged payments) in writing on a case-by-case basis.

If payment is not received before the start of the job, we may:

  • refuse to start the work; and/or

  • treat the booking as a late cancellation (see Section 9), and apply the relevant charges.

Any parking, congestion, ULEZ or toll charges we incur to attend your property will be charged to you at cost.

8. Access, keys, alarms and parking

You are responsible for providing safe and reasonable access to the property.

You must ensure:

  • someone is present at the agreed start time or

  • we have been given appropriate keys and instructions (including alarm codes, key lockbox codes, concierge details, etc.).

We can:

  • hold keys securely for regular clients or repeated access; and

  • access the property using lockboxes/key safes as instructed.

We use a simple, secure key-tag system with no full address written on keys. If a key is lost while in our care, our responsibility is normally limited to paying the reasonable cost of a standard key replacement or lock change, subject to our liability limits (see Section 13).

You must ensure safe and legal parking for our team where possible. Where we have to pay for parking, congestion, ULEZ or similar, these costs will be added to your invoice or deducted from any refund.

9. Cancellations, rescheduling and call-out charges

This section applies in addition to your 14-day cooling-off rights (for consumers). It explains our practical rules for operational cancellations and late changes.

9.1 Free cancellation / rescheduling window

You may cancel or reschedule your booking free of charge up to 7:00 pm on the calendar day before the scheduled service date.

  • Example: if your clean is booked for Wednesday, you can cancel or reschedule at no cost until 7:00 pm on Tuesday.

If you cancel within the free window and you have already paid, we will refund you in full.

9.2 Late cancellations (after 7:00 pm the day before)

If you cancel after 7:00 pm on the day before the service, but before our team sets off for your property, we will charge a late cancellation fee equal to 30% of the total booking value.

This fee is intended to reflect our reasonable costs (lost slot, staff allocation, admin) and is not a penalty.

  • Any remaining balance you have paid will be refunded.

9.3 No access / lock-out and on-arrival cancellations

If our team arrives at the property at the agreed time but:

  • cannot gain access within 30 minutes; or

  • is turned away on arrival; or

  • the job cannot proceed for reasons within your control (for example, other trades still on site, no utilities, property not vacated for an end-of-tenancy clean),

we will treat this as a call-out and charge a call-out fee equal to 50% of the total booking value.

  • The remaining 50% (if already paid) will be refunded to you.

Again, this fee is intended to reflect our wasted travel time, labour costs and administration.

9.4 Rescheduling

  • Rescheduling follows the same timing rules as cancellation:

    • Reschedule for free up to 7:00 pm the day before.

    • Rescheduling after that time may be treated as a late cancellation and the same charges can apply unless we agree otherwise.

We will always try to be reasonable and accommodate changes where we can, but we are under no obligation to waive fees.

Business customers may be subject to different cancellation terms as agreed in writing.

10. What we do and what we don’t do

10.1 Included services

We provide professional cleaning services as agreed at booking. This may include:

  • General deep cleaning of surfaces, floors, bathrooms and kitchens;

  • End of tenancy checklist cleaning (where requested);

  • After-builders/post-renovation cleaning (dust removal, surface cleaning, basic debris removal, not full builder’s waste removal);

  • Carpet and upholstery cleaning (subject to material suitability);

  • Oven and appliance cleaning (where specified);

  • Commercial/office cleaning (as agreed).

We will confirm what is included in writing (e.g. via quote, email, or job description). If something you expect to be included is not listed, please check with us before the day of the clean.

10.2 What we do not normally do

For safety and insurance reasons, we do not normally:

  • Work at height beyond a standard two-step ladder or similar safe platform;

  • Clean exterior windows above ground floor level;

  • Move or lift heavy furniture, white goods or large appliances (e.g. washing machines, fridges, wardrobes);

  • Clean areas contaminated with mould, bodily fluids, raw sewage, infestations, needles or other biohazards;

  • Perform pest control, rubbish removal, gardening, building work, electrical work, plumbing or appliance repairs.

If you have a specific request that falls into a higher-risk area, you must discuss it with us in advance. We may, at our absolute discretion, agree special arrangements in writing with appropriate extra charges and conditions.

11. Supplies, equipment, chemicals and pets

11.1 Cleaning products and equipment

  • We normally supply all the cleaning products and equipment required for the job.

  • If you specifically request the use of your own products, we may agree but:

    • we are not responsible for any damage or reduced effectiveness caused by those products; and

    • any manufacturer’s warnings must be complied with.

We can, on request:

  • use stronger products for particular issues; or

  • use only eco-friendly products wherever possible.

These special requests may attract an additional fee, which will be communicated in advance.

11.2 Pets

We are happy to work in homes with pets, but:

  • You are responsible for ensuring pets are kept under control and do not pose a risk to our team;

  • Pets should be secured in a separate room or area where possible;

  • We are not liable if a pet escapes while doors or windows are opened in the normal course of cleaning, unless we have acted negligently.

We can provide pet-related treatments for carpets/upholstery (e.g. odour/stain treatments) where requested and appropriate to the material.

12. Your responsibilities on the day

To help us provide the service efficiently, you must:

  • Ensure the property is accessible at the agreed time and for the full scheduled duration;

  • Ensure there is running water and electricity;

  • Ensure the property is vacated for end of tenancy cleans unless we agree otherwise;

  • Remove or safely store valuable, fragile or irreplaceable items;

  • Inform us in advance of any known issues (loose tiles, cracked glass, flaking paint, unstable fixtures, faulty appliances etc.);

  • Ensure all builders/trades people have finished for after builders/post-renovation cleans, and that major debris and waste have been removed;

  • Ensure any alarm systems, security systems and parking restrictions are explained clearly.

If these conditions are not met, we may be unable to complete the service as quoted and may:

  • Adjust the price;

  • Limit the work we can carry out; or

  • Treat the visit as a call-out (see Section 9.3).

13. Our guarantee, re-cleans and complaints

We want you to be satisfied with our work. If you are not, please tell us.

13.1 Time limits for complaints

You must report any issues within the time limits below:

  • End of tenancy cleans: within 7 days of the clean;

  • All other services (deep cleans, after-builders, carpets, office etc.): within 48 hours of the clean.

After these periods, it becomes difficult to fairly assess what was caused by our service versus subsequent use, other trades or normal wear and tear.

13.2 Conditions for our guarantee

Our guarantee applies only where:

  • the full service fee has been paid;

  • you have followed our after-care instructions (where given);

  • the property and affected items are in substantially the same condition as at the end of the clean (e.g. no further work or occupation that could affect cleanliness);

  • no other cleaners, contractors or agents have attended and altered the condition of the property since our visit; and

  • you provide a clear description of the issue, with photos where possible.

13.3 Re-clean as first step

If we conclude that we have not carried out part of the agreed service with reasonable care and skill, we will normally offer a free re-clean of the affected areas as the first remedy.

We will arrange a suitable date and time with you. You are expected to allow our team access to carry out the re-clean.

13.4 Refunds and price reductions

If:

  • a re-clean is not possible or reasonable; or

  • you reasonably refuse a re-clean (for example, you have permanently moved out and access is impossible); or

  • we agree that a re-clean would not resolve the issue,

then we may offer a partial refund or price reduction.

Any refund will be:

  • proportionate to the specific missed or poorly performed items; and

  • based on the price allocated to those items in the quote/invoice (or a reasonable estimate where not itemised).

We are not obliged to pay more than the total amount you paid for the service in question.

This guarantee is in addition to your legal rights under the Consumer Rights Act 2015.

14. Damage, breakages and liability

14.1 Reporting damage

If you believe our team has caused damage or breakage, you must:

  • notify us as soon as reasonably possible, and in any event within 48 hours of the end of the service;

  • provide a clear description and photographs;

  • provide receipts or proof of value where appropriate.

We may visit the property or request further evidence to assess the situation.

14.2 What we are not responsible for

We are not responsible for:

  • damage resulting from pre-existing faults, defects or weaknesses (e.g. loose tiles, poorly fixed shelves, rotting window frames, worn carpets, faulty appliances);

  • normal wear and tear;

  • damage arising where you have requested the use of your own products or specific chemicals against our advice;

  • purely cosmetic issues that are proportionate to normal cleaning activity.

We do not guarantee that all stains, marks, odours or other issues can be removed. Some stains and damage are permanent.

14.3 Tenancy deposits and rent

We do not guarantee that you will recover all or any of your tenancy deposit, or that your landlord/agent will accept the clean. Their decisions can be based on factors outside our control (e.g. damage, inventory issues, wear and tear, unpaid rent).

We will not be responsible for loss of tenancy deposit or rent except where and to the extent that:

  • the loss arises solely from our proven failure to provide the agreed cleaning service with reasonable care and skill; and

  • it was reasonably foreseeable at the time of the contract; and

  • the total amount falls within our overall liability cap in Section 14.4.

14.4 Our overall liability cap

Nothing in these Terms limits or excludes our liability for:

  • death or personal injury caused by our negligence;

  • fraud or fraudulent misrepresentation;

  • any other liability that cannot be excluded or limited by law.

Subject to the above, and to your statutory rights:

  • For consumers, our total liability in respect of any claim arising out of or in connection with a service is limited to the total price paid by you for that service.

  • For business customers, our total liability (whether in contract, tort or otherwise) is limited to the total price paid (or payable) for the service in question.

We are not liable for:

  • loss of profit, sales, business or revenue;

  • business interruption;

  • loss of opportunity;

  • indirect or consequential loss,

except where the law requires otherwise and where such loss was both foreseeable and solely caused by our breach.

15. Staff, subcontractors and non-solicitation

We use a mix of our own personnel and carefully selected independent subcontractors to deliver services.

  • All cleaners and subcontractors act on behalf of Properly Services Ltd.

  • Your contract is with Properly Services Ltd, not with individual cleaners or subcontractors.

You agree that you will not directly employ, engage or offer work to any cleaner or subcontractor introduced by us, for any type of cleaning service, during the service and for 6 months after our last service to you, without our written consent.

If you do so, we reserve the right to charge a reasonable introduction fee to cover our lost business and recruitment costs.

16. Data, photos and privacy

We will handle your personal data in accordance with UK data protection law (including the UK GDPR and Data Protection Act 2018).

  • We may collect and store your contact details, address, booking details and communications so we can manage your services and our business.

  • We may take before and after photos of work areas for:

    • quality assurance;

    • training and supervision;

    • handling complaints and disputes;

    • evidencing the condition of the property if there is a disagreement.

Photos used for internal and legal purposes do not require additional consent.

We will not use identifiable photos of your property or belongings for marketing (website, social media, adverts) unless you give us explicit written consent.

A separate Privacy Policy setting out more detail about how we handle your data will be published on our website. When available, that Privacy Policy will form part of these Terms.

17. Changes to these Terms

We may update these Terms from time to time. The version in force at the time you make a booking will apply to that booking.

We will not make changes that reduce your statutory rights.

18. Governing law and jurisdiction

These Terms and any dispute arising out of or in connection with them are governed by English law.

If you are a consumer, any dispute can be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

If you are a business customer, you agree that the courts of England and Wales will have exclusive jurisdiction.

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