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Kelly's Cleans

Kelly’s Cleans – Client Terms & Conditions

Last updated: [27/02/2026]

These Terms and Conditions apply to all cleaning services provided by Kelly’s Cleans. By booking or using our services, you agree to the terms set out below.


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1. Services Provided

Kelly’s Cleans provides domestic and/or commercial cleaning services as agreed at the time of booking. Services may include regular cleans, deep cleans, end-of-tenancy cleans, and one-off cleans.

All services will be carried out to a professional standard; however, results may vary depending on the condition of the property and surfaces.


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2. Bookings & Access

Bookings can be made via message, phone, or social media.

Clients must ensure safe and reasonable access to the property at the agreed time.

If cleaners cannot gain access, the full cost of the clean may still be charged.

Any pets must be secured or disclosed in advance.



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3. Pricing & Payment

Prices are agreed in advance based on the information provided by the client.

Additional charges may apply if the property is significantly dirtier than described.

Payment is due on the day of the clean unless otherwise agreed.

Accepted payment methods: [bank transfer / cash / other].

Late payments may result in future bookings being declined.



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4. Cancellations & Rescheduling

We require at least 12 hours’ notice for cancellations or rescheduling.

Cancellations made with less than 12 hours’ notice may be charged up to 100% of the booking fee.

Kelly’s Cleans reserves the right to cancel or reschedule due to illness, emergencies, or circumstances beyond our control.



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5. Client Responsibilities

The client agrees to:

Provide a safe working environment.

Inform us of any fragile, valuable, or delicate items.

Supply electricity, hot water, and a functioning toilet.

Notify us of any hazards, including faulty equipment or unsafe conditions.


Kelly’s Cleans is not responsible for damage caused by faulty or unsafe client-provided equipment.


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6. Cleaning Supplies & Equipment

Kelly’s Cleans provides standard cleaning products and equipment unless otherwise agreed.

If the client requests the use of their own products, Kelly’s Cleans is not liable for any damage caused by those products.

Eco-friendly products are available upon request.



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7. Breakages & Damage

All reasonable care will be taken during cleaning.

Any breakages or damage must be reported within 24 hours of the clean.

Kelly’s Cleans’ liability is limited to the cost of repair or replacement of the damaged item.

We are not responsible for wear and tear or pre-existing damage.



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8. Insurance

Kelly’s Cleans holds appropriate public liability insurance. Details are available upon request.


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9. Satisfaction Guarantee & Complaints

If you are not satisfied with any aspect of the clean, you must notify Kelly’s Cleans within 24 hours of the service being completed.

Complaints must be made via message, email, or phone and include clear details of the issue.

Kelly’s Cleans will be given the opportunity to rectify any problems within 24 hours of the complaint being raised, where reasonably possible.

This may include a re-clean of the affected area.

Refunds will not be issued without giving Kelly’s Cleans the opportunity to rectify the issue.

Refunds, if offered, are at the discretion of Kelly’s Cleans.



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10. Health & Safety

Kelly’s Cleans reserves the right to refuse or stop work if conditions are deemed unsafe, including aggressive behaviour, unsanitary conditions beyond reasonable scope, or hazardous materials.


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11. Key Holding & Security

Any keys provided will be kept securely and used only for the purpose of cleaning.

Kelly’s Cleans is not responsible for alarm systems unless instructions are clearly provided.



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12. Data Protection

Client information is stored securely and used only for business purposes. Kelly’s Cleans complies with UK GDPR requirements.


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13. Changes to Terms

Kelly’s Cleans reserves the right to update these Terms and Conditions at any time. Clients will be notified of significant changes.


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14. Governing Law

These Terms and Conditions are governed by the laws of England and Wales.


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If you have any questions about these Terms and Conditions, please contact Kelly’s Cleans.

I had my first clean by Kelly today, and she did an amazing job especially in the bathrooms where previous cleaners had failed to clean well.
The house smells lovely, and she paid attention to details which was important and I much appreciate.
Thanks so much Kelly!

Fabulous clean and tidy, efficient and worked around me whilst I was working from home without ever disturbing me. Highly recommend! 

After getting a puppy that hated the hoover and  mop I was beginning to feel swamped with housework. I booked a clean with Kelly and now my house is gleaming and easier for me to keep on top off. 

Punctual and fantastic cleaner my house smells and looks fab x

Kelly Louise Bowman

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