TERMS & CONDITIONS
Last updated: November 2025
These Terms & Conditions (“Terms”) apply to all end-of-tenancy cleaning services (“Services”) provided by SRS Clean Limited (“the Company”, “we”, “us”, “our”) to the customer (“the Client”, “you”, “your”). By booking our Services, you agree to be bound by these Terms.
1. BOOKINGS
1.1 Bookings must be made by email, work order, or approved third-party platforms.
1.2 The Client must provide accurate information, including:
- Property size and condition
- Required service date and time (to be agreed)
- Access arrangements
- Any specific areas of concern
1.3 The Company reserves the right to refuse a booking if information is incomplete or if the property condition is unsuitable for standard end-of-tenancy cleaning.
2. SERVICES PROVIDED
2.1 The Company provides Professional End of Tenancy Cleaning in line with industry standards. We use our own products, chemicals and equipment which the cleaners will bring with them or they will be delivered to the property beforehand if agreed.
Our base Professional clean will include but is not limited to:
Vacuuming all floors
Mopping hard floors
All appliances including ovens
All sanitary ware
Mirrors
Windows
All surfaces
Dusting/vacuuming furniture
Areas/items most other cleaners miss!!
This list may differ where a reduced service is agreed with the customer.
2.2 We will only clean properties without tenants, landlords or any contractors present unless previously agreed. Additional costs may apply if the tenant, landlord or contractors are at the property moving out/in or completing works. In some cases the job may have to be postponed until a later date, to be agreed, in which case additional charges will apply.
2.3 We can steam clean carpets, rugs and furniture at an additional agreed price, these services must be pre-booked. There is no guarantee any or all staining will clean out as part of the steam cleaning process.
2.4 We can provide balcony cleaning at an additional agreed price. The service includes sweeping, dusting, vacuuming, cleaning internal accessible glass and handrails. Cleaning will not include removal of bird droppings or moss staining.
2.5 We cannot guarantee that any heavily soiled or stained items will clean out.
2.6 We cannot guarantee that heavy burnt-on or aged marks inside ovens and to hobs will all clean out.
2.7 We can provide mattress protectors for an additional charge if requested. These will be left new in packaging on beds.
2.8 Services do not include:
- Steam cleaning unless specifically booked
- Mould removal where mould has penetrated surfaces
- Removal of rubbish, food, drinks or any other items not previously agreed
- Very high-level windows and inaccessible external side of windows
- Walls, with the exception of some bathroom tiles above sanitaryware. Any staining to grout may not clean out and should be replaced by maintenance as required
- Moving heavy or large items of furniture
- Cleaning of curtains, bed linen or towels
- Kitchen crockery, cutlery, utensils and other kitchen items
- High level items and areas deemed unsafe for access by cleaners
- Balconies unless specifically booked
- Gardens
- Animal waste removal
- Biohazard cleaning
- External areas unless otherwise agreed
- Extreme cleaning (hoarding, heavy soiling, pest infestations)
2.9 We may charge additional fees if the property is larger then informed by the Client or is excessively dirty.
2.10 If the Client requests any additional cleaning / work we may charge additional fees.
2.11 The Company will use its professional judgement to determine what is reasonably achievable within the booked service.
3. CUSTOMER OBLIGATIONS
The Customer agrees to ensure:
3.1 To provide the company with accurate information about the property, its condition and the number of rooms, staircases, bathrooms and separate toilets in order to agree a price. In the case of agents this may have previously been agreed with a price list.
3.2 The property is fully vacated and free from tenants personal belongings (unless otherwise agreed).
3.3 All food, drink and rubbish will be removed and disposed of before our cleaners arrive at the property.
3.4 The fridge freezer has been fully defrosted for cleaning. (This will require it to be switched off at least 24 hours before the clean or longer if there is solid ice present).
3.5 Hot water, electricity, and (reasonable) lighting are working. Lack of either could affect the quality of the clean and / or increase the fee for that particular job.
3.6 To inform the company of any items, areas or rooms which are not to be cleaned.
3.7 The Company is granted safe and lawful access to the property.
3.8 For anyone including Check Out Clerks to enter the property after cleaning without removing their shoes or wearing suitable shoe covers between the time of completion of cleaning and the Check Out Inspection.
Failure to meet these obligations may result in additional charges or cancellation.
4. PRICING & PAYMENT
4.1 All prices are provided in advance based on the information supplied by the Client.
4.2 The Company reserves the right to revise the price if the property condition differs significantly from the initial description.
4.3 We charge additional fees for stairs, additional bathrooms (such as en suites) and separate toilets. Prices will be advised per job or, in the case of agents, as per the agreed price list.
4.4 Full payment is required to confirm the booking, unless previously agreed. This excludes agents who have agreed a price list with us.
4.5 We may have to charge for London Congestion Charge and parking. In the case of individual quotes these charges will be included.
4.6 We will charge additional fees if the property is outside or near the London South and North Circular Roads.
4.7 Payment must be made by bank transfer only.
4.8 Invoices not paid within specified terms may incur a late payment fee of 5% per week.
4.9 If the customer has long term unpaid invoices we may refuse future bookings until payments have been received.
5. CANCELLATIONS & RESCHEDULING
5.1 The Customer may cancel a job without charge up to 24 hours before the start of the clean by email. In the case of Customers who have pre-paid this will only be accepted under exceptional circumstances beyond their control.
5.2 If the Customer needs to re-schedule the booking they should notify us at least 48 hours before the date of the booking.
5.3 If the Customer cancels the booking with less than 24 hours notice there will be a charge of 50% unless otherwise agreed.
5.4 We reserve the right to cancel or reschedule due to unsafe conditions, access issues, or circumstances beyond our control.
6. SATISFACTION GUARANTEE & RE-CLEAN POLICY
6.1 The Company offers a 48-hour return service for areas items missed as part of the Standard End of Tenancy Clean.
6.2 To qualify the Client must inspect the property within 48 hours of service and provide clear details (including photos where possible) of the issue.
6.3 The guarantee does not apply if:
- The property has been occupied after cleaning (with the exception of a Check Out
- Clerk for the Check Out inspection)
- Additional dirt or damage has occurred
- The issue relates to areas/items not included as part of Standard End of Tenancy Cleaning
- The Client or a third party has attempted additional cleaning
6.4 Returns are provided once per booking.
7. LIABILITY
7.1 The Company is insured for public and employers liability.
7.2 The Company is not liable for:
- Pre-existing damage
- Loose or poorly fitted items
- Discolouration due to age or wear
- Failing to remove stains that cannot be removed by normal professional methods
7.3 Any damage claims must be reported within 24 hours of service completion and be supported with evidence.
8. HEALTH & SAFETY
8.1 The Company follows industry-standard health and safety procedures.
8.2 The Client must notify the Company of any hazards (e.g., broken glass, chemical residues, structural damage).
8.3 We reserve the right to refuse service if we deem the environment unsafe.
9. ACCESS TO PROPERTY
9.1 The Client is responsible for providing at least one set of keys for access. The keys can be collected from a local agent or concierge if previously agreed.
9.2 The client must provide all access and alarm codes at least 24 hours before the start of the clean or, in the case the cleaners are meeting the tenant/landlord at the property, they must be provided at the start of the clean if required for access and in the case of an emergency.
9.3 The client must provide full access to the property and areas to be cleaned
9.4 Additional fees will apply if cleaners attend but cannot gain access or have to wait more then 30 minutes to gain access.
10. CLEANING MATERIALS & EQUIPMENT
10.1 The Company supplies all standard cleaning products and equipment.
10.2 If the Client requests the use of their own products, the Company accepts no liability for resulting damage. This is not normal procedure and the Client would need to contact us to obtain prior agreement.
11. COMPLAINTS
11.1 All complaints must be made within 48 hours of service completion.
11.2 Complaints must be submitted in writing via email with supporting details.
11.3 The Company aims to respond within 48 hours and resolve issues in a fair and timely manner.
12. FORCE MAJEURE
The Company is not liable for delays or cancellations caused by events beyond our reasonable control, including but not limited to: extreme weather, illness, accidents, natural disasters, strikes, or loss of utilities.
13. PRIVACY
13.1 The Company collects only necessary personal data to provide the service.
13.2 Data is handled in accordance with applicable privacy laws.
13.3 We do not share information with third parties except where required to fulfil the service or by law.
14. GOVERNING LAW
These Terms shall be governed by and construed in accordance with UK Law.
15. AMENDMENTS
The Company may update these Terms at any time. The version in force at the time of booking will apply.