T&Cs

Cleaning Services – Terms & Conditions

These Terms & Conditions (“T&Cs”) apply to all cleaning services arranged by F&F Cleaning Limited (“we”, “us”, “our”), acting as an agency connecting clients with independent self-employed cleaners (“contractors”).

By contracting our services (including booking online, by phone, or in writing), you agree to these Terms.

1. Summary

  • We arrange cleaning services carried out by independent contractors.

  • You are responsible for providing safe access, suitable equipment, and materials unless otherwise agreed.

  • We are not responsible for property maintenance or repair.

  • Contractors work with care, but we do not accept liability for issues outside their control.

2. Control & Access

  • You must provide safe access to the property at the agreed time (Health and Safety at Work etc. Act 1974; Occupiers’ Liability Act 1957).

  • All areas to be cleaned must be safe, structurally sound, and free of hazards.

  • Contractors do not move heavy furniture, repair fixtures, or handle items beyond normal cleaning duties.

3. Materials & Equipment

  • By default, clients must provide all necessary cleaning materials and equipment (e.g., vacuum, mop, detergents, cloths, etc.).

  • If you request us to supply materials or specialist products, this must be agreed in advance, and additional charges may apply (Consumer Rights Act 2015).

  • We accept no liability for wear, damage, or faults caused by materials, tools, or appliances supplied by you.

  • If supplied materials are unsafe, unsuitable, or unavailable, contractors may decline or suspend the service.

4. Damages & Liability

  • Contractors will exercise reasonable skill and care while providing cleaning services.

  • If accidental damage is caused directly and solely by a contractor’s negligent act during the provision of cleaning services, and where such damage is supported by clear, direct, and contemporaneous evidence, we will review the matter and, where appropriate, provide a fair resolution.

  • Neither F&F Cleaning Limited nor its contractors are liable under any circumstances for:

    • Pre-existing wear, tear, deterioration, or damage to the property, fixtures, or fittings.

    • Latent defects, hidden faults, or issues in plumbing, electrics, roofing, flooring, or structural parts of the property.

    • Failures, leaks, blockages, or outages in plumbing, drainage, electrics, or appliances, whether they occur during, after, or in connection with a cleaning visit.

    • Any consequential loss, indirect damage, reduction in property value, or speculative claim for compensation.

    • Any claim arising from the actions of other occupants, visitors, tradespeople, or prior occupiers of the property.

  • The fact that an issue becomes visible, worsens, or coincides with the presence of a contractor shall not be taken as evidence of causation or liability. Discovery of a fault is not the same as causing it.

  • Liability will not be accepted for alleged acts where there is no verifiable proof of negligence by the contractor. In the absence of such proof, full responsibility for property maintenance and repair remains with you as the property owner/occupier (Occupiers’ Liability Act 1957; Landlord and Tenant Act 1985).

  • We do not accept liability for any matter arising from remoteness, coincidence, or third-party action, including the actions of other occupants, guests, tradespeople, or prior occupiers of the property.

5. Communication

  • All communication regarding bookings, complaints, or service issues must be made directly with F&F Cleaning Limited, not with individual contractors.

  • Clients must not attempt to bypass or contract directly with contractors outside the agency.

  • This protects both parties by ensuring clarity, accurate record-keeping, and compliance with the Consumer Rights Act 2015 (fairness and transparency), Data Protection Act 2018 / UK GDPR, and established agency law principles.

  • Any direct arrangements between a client and contractor are outside our responsibility, and we accept no liability for any disputes, misunderstandings, or losses arising from such unauthorised communication.

6. Privacy & Data Protection

  • We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

  • Personal data you provide (contact details, address, keys, alarm codes, etc.) will be used solely for the purpose of delivering our services and stored securely.

  • We will not share your information with third parties unless legally required.

  • Contractors are bound by confidentiality and must not disclose or misuse any personal or household information.

7. Payment & Cancellations

  • Payment terms are as agreed at the time of booking.

  • Cancellations must be made at least 48 hours in advance, or the full fee may apply (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may apply for distance contracts).

  • For certain services, including but not limited to end of tenancy cleans, deep cleans, or other pre-booked one-off jobs, a non-refundable deposit may be required.

  • Where a deposit applies, the cancellation and refund conditions will be confirmed at the time of booking and will form part of the service agreement for that specific job.

  • Deposits, once paid, are not transferable to other bookings unless expressly agreed in writing by F&F Cleaning Limited.

8. Termination of Services

  • We reserve the right to withdraw services if a property is unsafe, unsanitary, if unsafe/unsuitable cleaning materials are provided, or if unreasonable behaviour towards our contractors occurs (Health and Safety at Work etc. Act 1974).

9. Governing Law

  • These Terms are governed by and interpreted in accordance with the laws of England and Wales.

  • Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Indemnity

  • By contracting the services of F&F Cleaning Limited, you agree to indemnify and hold harmless F&F Cleaning Limited and its independent contractors from and against any claims, demands, losses, or expenses (including legal costs) arising from:

    • Allegations of damage or fault not directly caused and evidenced as set out in Clause 4.

    • Attempts to attribute responsibility for pre-existing faults, remote or coincidental issues, or property maintenance failures to us or our contractors.

    • Any false, misleading, or exaggerated claims brought against us.

  • This indemnity is enforceable under English contract law and is consistent with the Consumer Rights Act 2015 (fairness and transparency), the Unfair Contract Terms Act 1977 (which permits reasonable exclusions of liability), and general common law indemnity principles.

  • It ensures that responsibility for the general upkeep, maintenance, and safe condition of the property remains with you as the homeowner/occupier, and cannot be transferred to us unfairly or without clear proof of negligence.

11. Service Exclusions

Our contractors provide standard domestic cleaning services only. The following are excluded unless expressly agreed in writing as part of a separate arrangement:

  • Carpet cleaning (deep cleaning, steaming, or shampooing).

  • External or high-level window cleaning.

  • Patio, driveway, or outdoor cleaning.

  • Gardening, landscaping, or outdoor maintenance.

  • Specialist cleaning (e.g., biohazard, pest control, chimney sweeping).

  • Heavy lifting, removal of large items, or moving furniture.

  • Any service requiring industrial or specialist equipment not normally supplied by the client.

  • Cleaning, handling, or maintaining antiques, relics, statues, paintings, heirlooms, sentimental items, or other fragile/valuable possessions. Contractors may lightly dust such items if specifically instructed, but F&F Cleaning Limited accepts no liability for any damage, deterioration, or fault arising from dusting, handling, or cleaning these items.

Important: Clients are strongly advised to ensure that such items are either:

  • Kept protected and out of reach during cleaning sessions, or

  • Covered by appropriate insurance that includes accidental damage.

12. Keys & Security

  • Where clients provide keys, alarm codes, or other access details to F&F Cleaning Limited or its contractors, these will be treated with the highest level of confidentiality and used solely for the purpose of providing the agreed cleaning services.

  • Keys and security details will not be copied, shared, or used for any purpose unrelated to the service.

  • In the unlikely event that a client’s key is lost while in our possession, F&F Cleaning Limited’s liability will be strictly limited to the reasonable cost of replacing the affected lock on one door only, and not to the replacement of all locks at the property.

  • Clients remain responsible for ensuring that their home insurance adequately covers any risks associated with providing access keys or codes.

  • Alarm codes or other security details provided must be accurate and up to date. We accept no liability for delays or missed cleans where access is not possible due to incorrect or outdated codes.