Terms & Conditions
Last updated: 14/09/2026
These Terms & Conditions explain the terms that apply when you book or use cleaning services provided by a2z Housekeep Services.
By booking our services, you agree to these Terms & Conditions.
1. About Us
Business name: a2z Housekeep Services
Email: info@a2zhousekeep.com
Telephone: 020 7871 7112
Service area: London
In these Terms & Conditions, "we", "us" and "our" mean a2z Housekeep Services.
"Customer", "you" and "your" mean the person or business booking or receiving our services.
2. Our Cleaning Services
We provide professional cleaning services for homes, rental properties, offices and other suitable premises across London.
Our services may include:
Regular domestic cleaning
One-off cleaning
Deep cleaning
End-of-tenancy cleaning
Move-in and move-out cleaning
Office and commercial cleaning
Oven cleaning
Appliance cleaning
Other cleaning services agreed with the customer
The exact services included will depend on the service you book and the quotation or booking confirmation provided to you.
3. Making a Booking
A booking can be made by telephone, email, online booking form or another method we make available.
When making a booking, you must provide accurate information, including where applicable:
Your name
Contact details
Property address
Type of property
Number of bedrooms and bathrooms
Type of cleaning required
Preferred date and time
Any special cleaning requirements
Relevant access instructions
Any information that may affect the safety or performance of the cleaning service
A booking is confirmed once we have accepted the booking and, where applicable, confirmed the price and appointment details with you.
4. Providing Accurate Information
The price and estimated cleaning time may depend on the information you provide.
If the condition, size or requirements of the property are significantly different from the information provided when booking, we may need to:
Adjust the price
Adjust the estimated cleaning time
Request additional time
Discuss additional services with you
Decline to carry out certain work if it cannot reasonably or safely be completed
We will discuss significant changes with you wherever reasonably possible before carrying out additional chargeable work.
5. Quotes and Prices
We may provide an estimated or fixed quotation depending on the service.
Quotes may be based on information provided by you about the property and cleaning requirements.
Unless specifically stated otherwise, a quotation may not include additional work requested after the quote has been provided.
Additional services or work outside the agreed scope may result in an additional charge.
Where reasonably possible, we will tell you about any additional charges before carrying out the additional work.
6. Minimum Booking Requirements
Some cleaning services may have minimum booking times or charges.
Any applicable minimum booking requirement will be communicated to you before your booking is confirmed.
7. Payment
Payment must be made using the payment method agreed at the time of booking.
Depending on the service, we may require:
Full payment at the time of booking
A deposit before the appointment
Payment on the day of cleaning
Payment immediately after the cleaning
Payment according to agreed terms for commercial customers
The payment terms applicable to your booking will be communicated to you before or when your booking is confirmed.
If payment is not made when due, we may:
Contact you to request payment
Suspend future cleaning appointments
Cancel future bookings
Request payment of outstanding amounts before providing further services
For business customers with agreed credit terms, we reserve the right to charge reasonable interest or recovery costs where permitted by law and agreed under the applicable payment terms.
8. Changes to a Booking
If you need to change your cleaning date, time or requirements, please contact us as soon as possible.
We will try to accommodate reasonable changes, but we cannot guarantee availability.
Changes made at short notice may be subject to our cancellation or rescheduling terms.
9. Cancellation by the Customer
If you need to cancel a booking, please contact us as soon as possible.
Where a booking is cancelled with insufficient notice, a cancellation charge may apply if this has been clearly communicated to you before booking.
The amount of any cancellation charge will depend on the service and the notice provided.
Nothing in these Terms affects any cancellation rights you may have under applicable consumer law.
Our cancellation terms are:
More than 48 hours before the appointment
You may cancel or reschedule your booking without a cancellation charge.
10. Cancellation or Changes by Us
We may need to cancel or reschedule a booking in circumstances such as:
Staff illness or emergency
Severe weather
Unsafe working conditions
Access problems
Property conditions that make cleaning unsafe
Equipment failure
Events outside our reasonable control
Where possible, we will contact you as soon as reasonably practical and try to arrange another suitable appointment.
11. Access to Your Property
You are responsible for ensuring that our cleaner or cleaning team can safely access the property at the agreed time.
You may provide access by:
Being present
Providing a key
Providing an access code
Using a key safe
Making another agreed arrangement
If our cleaner cannot gain access because the agreed access arrangements do not work, the appointment may be shortened, cancelled or rescheduled.
A charge may apply where the cleaner attends the property but cannot gain access due to circumstances within the customer's control.
12. Keys and Access Codes
If you provide us with keys, access codes or other entry information, we will take reasonable care to keep them secure.
Keys and access information will only be used for the agreed cleaning service and related access purposes.
You should tell us immediately if a key, code or access arrangement changes.
We recommend that customers avoid providing unnecessary security information.
13. Customer Responsibilities
Before our cleaner arrives, you should:
Provide safe access to the property
Remove valuable or fragile items where appropriate
Inform us about any hazards
Inform us about pets
Provide any special cleaning instructions
Ensure that utilities such as water and electricity are available where required
Ensure that the property is reasonably accessible for cleaning
We are not responsible for delays or incomplete cleaning caused by circumstances that are reasonably outside our control.
14. Valuable and Fragile Items
Customers should inform us about valuable, delicate or fragile items before cleaning begins.
Where possible, valuable or fragile items should be safely stored away before the cleaning appointment.
We may refuse to clean an item where we believe cleaning it could cause damage or create a safety risk.
15. Cleaning Products and Equipment
Where agreed, we may bring our own cleaning products and equipment.
Customers may request the use of specific products, provided that they are suitable and safe for the relevant surface.
If you provide cleaning products, you are responsible for ensuring that they are correctly labelled and suitable for their intended use.
We will not knowingly use products that we reasonably believe could create an unsafe working condition.
16. Existing Damage and Condition of the Property
We are not responsible for damage, stains, marks or defects that existed before our cleaner started work.
Cleaning may reveal existing damage, wear, stains or defects that were not immediately visible.
We cannot guarantee that every stain, mark, odour or area of built-up dirt can be removed.
Some materials and surfaces may be permanently stained, damaged or worn before cleaning.
17. Special Surfaces and Materials
Customers must tell us about surfaces or materials that require special care.
This may include:
Marble
Natural stone
Unsealed wood
Delicate fabrics
Special flooring
Antique furniture
Special finishes
Delicate or expensive items
We may decline to clean a surface or item if we believe that doing so could cause damage.
18. Cleaning Results
We aim to provide a high-quality professional cleaning service.
However, cleaning results can depend on factors such as:
The condition of the property
Age of stains
Type of surface
Previous cleaning
Amount of dirt or build-up
Time available
Access to the area
Materials and products used
We cannot guarantee that every stain, mark, odour or deposit will be completely removed.
19. Additional Cleaning Requests
If you request additional cleaning work during an appointment, we may be able to provide it depending on the cleaner's availability and the time available.
Additional work may incur an additional charge.
We will aim to agree to any additional charge with you before the work is carried out.
20. End-of-Tenancy Cleaning
End-of-tenancy cleaning is intended to provide a thorough clean of the property.
It does not guarantee that a landlord, letting agent or property owner will consider the property to be in a particular condition or that a deposit will be returned.
The final condition of a property can depend on factors outside our control, including existing damage, wear and tear, stains, repairs and the requirements of the landlord or letting agent.
Where possible, customers should provide the cleaning checklist or requirements supplied by their landlord or letting agent before the appointment.
21. Carpet, Upholstery, Oven and Specialist Cleaning
Specialist cleaning services may have different requirements and limitations.
For example, some stains may be permanent and some materials may react differently to cleaning products or equipment.
We will take reasonable care when carrying out specialist cleaning but cannot guarantee complete removal of every stain or mark.
22. Pets
You must inform us if pets are present at the property.
For safety reasons, we may ask that pets are kept in a separate secure area while cleaning takes place.
We are not responsible for pets that escape, become injured or cause damage where this results from circumstances outside our reasonable control.
23. Health, Safety and Hazardous Conditions
We have the right to refuse or stop work where we reasonably believe that the working environment is unsafe.
This may include:
Dangerous substances
Needles or other sharp objects
Excessive infestation
Structural hazards
Unsafe electrical equipment
Aggressive or dangerous animals
Significant biological contamination
Unsafe access
Other serious health and safety risks
If specialist cleaning or additional safety measures are required, we may discuss this with you before proceeding.
24. Hoarding, Severe Dirt or Biohazard Conditions
Standard cleaning services are not designed for serious hoarding situations, hazardous waste, biological contamination, pest infestations or other specialist environments.
If we believe that a property requires specialist cleaning, we may decline the booking or recommend an appropriate specialist service.
25. Damage Caused During Cleaning
We take reasonable care when providing our services.
If you believe that our cleaner has caused damage to your property, please notify us as soon as possible and preferably within 24 hours of the cleaning service.
We may ask for photographs, information about the item and other reasonable evidence so that we can investigate the matter.
Where appropriate, we may ask to inspect the alleged damage.
Nothing in these Terms limits any legal rights you may have.
26. Breakages
If an item is accidentally broken or damaged during cleaning, please inform us as soon as possible.
We will investigate the circumstances and, where we are responsible, work with you to resolve the matter fairly.
We may not be responsible for damage caused by:
Existing defects
Fragile or unstable items
Incorrect installation
Normal wear and tear
Materials that are unsuitable for cleaning
Instructions or products supplied by the customer
Circumstances outside our reasonable control
27. Complaints
We want our customers to be happy with our service.
If you are unhappy with any part of the cleaning, please contact us as soon as possible.
Email: info@a2zhousekeep.com
Telephone: 020 7871 7112
Please explain what went wrong and, where appropriate, provide photographs.
We will review the complaint and aim to respond within a reasonable period.
Where appropriate, we may offer a re-clean of the affected area.
28. Re-Cleaning
Where a cleaning issue is caused by our service and can reasonably be corrected, we may offer to return and re-clean the affected area.
A re-clean must be agreed with us before another cleaner or third party is hired to correct the issue.
We cannot guarantee that a re-clean will remove permanent stains, damage or conditions that cannot reasonably be corrected through cleaning.
29. Liability
We will provide our services with reasonable care and skill.
Nothing in these Terms is intended to exclude or limit liability where doing so would be unlawful.
We are not responsible for losses or damage caused by circumstances outside our reasonable control or by information, instructions or materials provided by the customer that are inaccurate, incomplete or unsuitable.
Nothing in these Terms affects your legal rights as a consumer.
30. Insurance
Where applicable, a2z Housekeep Services maintains appropriate business insurance for its cleaning operations.
Further details can be provided upon reasonable request, subject to our insurance terms and confidentiality requirements.
31. Our Cleaners and Contractors
We may use employees, self-employed cleaners or subcontractors to provide our services.
Anyone carrying out work on our behalf is expected to follow our service standards, health and safety requirements and customer confidentiality requirements.
32. Customer Confidentiality
We respect the privacy of our customers.
Our cleaners and staff may encounter personal belongings, documents or other private information while working at a property.
Such information should be treated as confidential and should not be accessed, copied, used or disclosed except where reasonably necessary to perform the cleaning service or where required by law.
Our Privacy Policy explains how we handle personal information.
33. Photos and Videos
We will not take photographs or videos inside your property for marketing purposes without your permission.
If photographs are required to investigate a complaint, damage claim or service issue, we may request photographs from you or, where appropriate, take limited photographs for the purpose of investigating the matter.
34. Reviews and Feedback
We may ask customers to provide feedback or leave a review.
Any review or feedback you provide should be honest and based on your genuine experience.
We may use genuine customer feedback for service improvement and, where appropriate, marketing purposes in accordance with applicable law and any permission required.
35. Promotions and Discounts
Promotional offers may be subject to additional terms.
Unless otherwise stated, promotions:
Cannot be exchanged for cash
Cannot necessarily be combined with other offers
May have an expiry date
May be limited to certain services or customers
We reserve the right to withdraw or change a promotion where reasonably necessary.
36. Events Outside Our Control
We will not be responsible for failure or delay in providing services where this is caused by circumstances outside our reasonable control.
These may include:
Extreme weather
Natural disasters
Transport disruption
Power or water failures
Serious illness
Government restrictions
Strikes
Emergencies
Security incidents
Other events that could not reasonably have been prevented
Where possible, we will contact you and attempt to rearrange the service.
37. Privacy and Personal Information
We collect and use personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, why we use it, how we protect it and your rights.
38. Website Use
Information provided on our website is intended for general information about our services.
While we try to keep information accurate and up to date, we do not guarantee that every piece of website information will always be complete or error-free.
39. Changes to These Terms
We may update these Terms & Conditions from time to time.
The latest version will be published on our website.
Any changes will apply to bookings made after the updated Terms have been published, unless otherwise required by law.
40. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be dealt with by the courts of England and Wales, subject to any rights you may have under applicable consumer protection law.
41. Consumer Rights
Nothing in these Terms & Conditions is intended to remove or reduce any legal rights you have as a consumer.
Where applicable, your statutory rights remain unaffected.
42. Contact Us
If you have any questions about these Terms & Conditions, please contact us.
a2z Housekeep Services
Email: info@a2zhousekeep.com
Telephone: 020 7871 7112
Service Area: London
Thank you for choosing a2z Housekeep Services.