FAQ

F&F Cleaning Limited – Frequently Asked Questions (FAQ)
1. What services do you provide?

We provide standard domestic cleaning services carried out by independent self-employed contractors.

2. Do you clean carpets, patios, windows, or gardens?

No. We do not provide:

  • Carpet deep cleaning or steaming

  • External or high-level window cleaning

  • Patio/driveway cleaning or gardening

  • Specialist cleaning (biohazard, pest control, chimney sweeping)

  • Heavy lifting or moving furniture

If you need these services, you must arrange them separately.

3. What about antiques, paintings, or delicate items?

Our contractors may lightly dust if asked, but we are not responsible for antiques, relics, statues, paintings, heirlooms, or fragile/sentimental items.
You should keep them protected or make sure they are insured.

4. Do I need to provide cleaning materials?

Yes. Clients are expected to supply normal cleaning products and equipment (vacuum, mop, detergents, etc.).
If you want us to provide materials, this must be agreed in advance and may involve extra cost.

5. What if there is accidental damage?

If damage is caused directly and solely by one of our contractors’ negligence, and it can be clearly proven, we will review and discuss a fair resolution.
We are not liable for:

  • Pre-existing damage or wear and tear

  • Plumbing, electrical, or structural faults

  • Coincidental leaks, blockages, or power failures

  • Damage caused by others in your property

Simply discovering a problem during cleaning does not mean we caused it.

6. Who is responsible for property maintenance?

The property owner/occupier is responsible for plumbing, electrics, and general maintenance. We cannot be held liable for pre-existing faults.

7. How do I communicate with you?

All communication must go through F&F Cleaning Limited. Please do not contact or hire our contractors directly. This ensures clear records and protects both you and us.

8. How do you handle keys and alarm codes?

  • Keys and codes are kept strictly confidential.

  • They are only used for providing cleaning services.

  • If a key is lost while in our possession, our liability is limited to replacing one lock on the affected door only – not all locks in the property.

  • Clients should ensure their insurance covers any additional risk.

9. What are your payment and cancellation rules?

  • Domestic Cleaning

    • For regular/longer bookings → payment is made weekly.

    • For one-off or single-day bookings → payment is made on the day of service.

    • For end of tenancy cleans (or after builder’s cleaning)→ a non-refundable deposit may be required, with the balance due on the day of service.

  • Commercial Cleaning

    • Payment terms are agreed between F&F Cleaning Limited and the client at the time of contract.

    • Unless otherwise agreed, payment is expected on a monthly basis.

  • Cancellations

    • Cancellations must be made at least [24hrs] before the scheduled clean (domestic regular, not for end of tenancy cleaning or specialist services), or the full fee may apply.

10. What happens if I keep demanding compensation?

We only accept liability where there is clear, direct proof of negligence by our contractors.
Unfounded claims, unreasonable demands, or attempts to pressure us into payment are not acceptable. Clients also agree not to make false or damaging statements about us.

11. How do you handle my personal data?

We comply with UK GDPR and the Data Protection Act 2018. Your information (address, keys, alarm codes, etc.) is stored securely and used only for providing cleaning services. It will never be shared with third parties except where legally required.

12. Which law applies to these terms?

Our terms are governed by the laws of England and Wales. Any disputes will be handled in the courts of England and Wales.

13. What are your rates?

Regular Cleaning

  • From £20 per hour (Monday–Friday), minimum 3 hours, weekly or every two weeks

  • £21.50 per hour (standard rate)

  • Saturday: £22.50 per hour, minimum 3 hours

  • Sunday: £25 per hour, minimum 3 hours
    (All subject to price surge depending on TFL travel zone)

One-off Cleaning

  • From £22.50 per hour (Monday–Saturday)

  • Sunday: £25 per hour
    (All subject to price surge depending on TFL travel zone)

⚠️ For some last-minute one-off cleans, sessions are not limited by hours and cost a minimum of £60. We will confirm this at booking.

14. Will I always have the same cleaner?

Yes, we aim to keep the same cleaner for your regular sessions so you have consistency.
If your usual cleaner is unavailable due to illness, holiday, or other reasons, F&F Cleaning Limited will arrange a suitable replacement from our team of contractors who is free on that day or week.