TERMS & CONDITIONS

1Who we are

Eco Cleaning London (“we”, “us”, “our”) provides domestic, deep and end of tenancy cleaning across the Greater London area. For larger projects we may travel further out by prior arrangement.

Eco Cleaning London is a trading name of Eco London Cleaning Ltd, a company registered in England and Wales under company number 14621515, with its registered office at 13 Caroline Close, London N10 1DT. We are not VAT registered, so no VAT is added to anything we quote.

You can reach us at info@eco-cleaning-london.co.uk or on +442045770127, 9am to 8pm, Monday to Sunday.

2These terms

These terms apply to every quote we give and every clean we carry out for you. By confirming a booking you accept them, and they form the contract between us.

If we agree something different from what is written here, it only applies if we have confirmed it to you in writing. The version of these terms published on this site at the time you book is the version that applies to that booking.

Nothing in these terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015.

3Quotes and estimates

Deep cleaning is charged by the hour. Any duration we give you beforehand is an estimate based on what you have told us about the property, and the final amount is based on the hours actually worked, subject to the minimum in section 5.

Regular cleaning is not charged by the hour. Once the initial deep clean is done we agree a fixed price for each visit — a set price per fortnightly visit, for example — and that is what you pay each time, whatever the day brings.

We plan around four hours for a regular visit. As a cleaner comes to know your property, they may complete everything to the same standard in three and a half to four hours, and the price does not change. What will not happen is a visit rushed through in under three hours — the price reflects the work, not the clock.

End of tenancy cleaning is quoted as a fixed price for the property. That quote is based on the photographs, video or description you provide. If the property differs materially from what we were shown — significantly more soiling, more rooms, or contents still in place — we will tell you before we start and either agree a revised price with you or, if you prefer, cancel the booking without charge.

Quotes are valid for five days from the date we give them.

4Booking and confirmation

A booking is confirmed when we have confirmed it to you in writing and your deposit has been received. Until then the slot is not held.

We ask for a deposit of 15% of the quoted price to confirm the date. The balance is payable on completion of the clean. We will never ask you to pay the full amount before we have done the work.

Where we give an arrival time, please treat it as the start of a short window rather than an exact minute. Traffic and the property before yours can move us by a little. We will always tell you if we are running behind.

5Payment and minimum booking

There is a minimum booking of four hours for deep cleaning, which is the only service charged by the hour. Regular cleaning is priced per visit and end of tenancy per property, so no hourly minimum applies to either.

Eco-friendly products and all equipment are included in every price at no extra charge. You will never be asked to supply your own, and you will never find them itemised on your bill.

The balance is due on completion of the clean. We accept bank transfer or cash.

We do not add hidden charges. Anything beyond the agreed scope is discussed and agreed with you before it is carried out.

6Access to your property

You do not need to be at home. You may let us in yourself, leave a key with a neighbour or concierge, or make another arrangement with us. Whatever you choose, we need to be able to get in at the agreed time.

Where you give us a key, we look after it properly. It is labelled with a reference code rather than your name or address, kept secure when it is not in use, carried only by the cleaner attending your property, and returned to you whenever you ask or when your plan ends.

If we cannot get into the property at the agreed time, we will try to reach you and will wait for up to 30 minutes. If we still cannot get in, the booking is treated as a late cancellation: on end of tenancy bookings we retain the deposit in full, and on deep or regular cleaning 40% of the booking value becomes payable.

The property needs running water, electricity and, in cold weather, heating. Without these we cannot clean to the standard we would want to.

7Before we arrive

Clearing surfaces and floors is not required, but it helps — it means our time goes on cleaning rather than tidying. Please put away anything valuable, fragile or irreplaceable.

Please tell us in advance about anything that affects how we work: pets in the property, alarm codes, delicate or unusual surfaces, allergies in the household, and anything you would rather we left alone. We can only work around what we know about.

You do not need to arrange parking for us, and we do not pass parking or congestion charges on to you.

8What is not included

There are some things we do not do, either because they are unsafe or because they need a different specialist:

• Work at height beyond a standard two-step ladder, including exterior windows above ground floor level.
• Moving heavy furniture or appliances. We clean behind and under whatever can be moved safely by hand; anything heavier needs to be moved by you beforehand.
• Biohazard cleaning — bodily fluids, needles, pest infestation, or the aftermath of flooding or fire.
• Clearance of extreme clutter or waste removal, unless agreed and quoted separately.

Where a surface is already damaged, worn or unstable, we will point it out rather than risk making it worse. Some marks — ingrained staining, etched limescale, scratched or stripped finishes — cannot be removed by cleaning, and we would rather tell you that than promise otherwise.

9Cancelling or rescheduling

If you need to move or cancel a booking, tell us as soon as you can and we will do our best to find you another slot.

We ask for two days’ notice to cancel or reschedule without charge. With less notice than that, the deposit is retained in full.

We do not cancel on you at the last minute. On end of tenancy bookings, if we arrive more than one hour after the agreed time, you receive £20 off that clean. You do not need to ask for it.

10End of tenancy re-clean guarantee

On an end of tenancy clean you have the right to a free re-clean if your landlord or letting agent raises a cleaning issue. You must tell us within 72 hours of the clean finishing. We set that limit because after three days a property has been used or left standing and a fresh layer of dust has settled, at which point what was missed on the day cannot fairly be told apart from what has arrived since.

To claim, send us the message from your landlord or agent as you received it, together with photographs of what has been flagged. We review each case against the checklist for your job, our own record of the day and the condition of the item, and we tell you whether we are returning. Where it is our miss, a cleaner comes back at our cost.

Deep cleaning carries the same promise on the same conditions: tell us what was missed and we will return and put it right at no charge. The fixed 72 hour deadline applies to end of tenancy work, because that is what is tied to an inventory check. On a regular plan anything missed is put right on the next visit, or sooner if it matters.

We do not return where the issue is not something cleaning can fix. Set limescale that cannot be removed without abrading the surface beneath it, staining or etching that has gone into the material, wear, and work that was never part of the booking are all outside this guarantee. We will say so plainly, and in writing where that helps you with your agent.

This guarantee covers the cleaning. It does not guarantee the outcome of your deposit, which is your landlord’s or agent’s decision and can turn on matters cleaning cannot address. Our full quality policy, including the conditions in 11 and 12, is set out on our quality and guarantees page.

11Checking and accepting the work

Your cleaner is responsible for the work they hand over and checks it before leaving. Because they are on site and we are not, anything that is not right is quickest to fix while they are still there — usually in minutes.

We therefore ask you to look over the work properly before you tell the cleaner you are happy with it, and to raise anything you are unsure about with them directly rather than with us afterwards.

Where you accept the work as complete, that acceptance covers what was plainly visible to you at the time. We will not ordinarily return, re-do work or offer a reduction for something obvious and in plain sight that was accepted on the day. This does not apply to work you could not reasonably have inspected — inside appliances, behind or under furniture, or above head height — nor does it affect your legal rights.

If you cannot be present at the end of the clean, tell us when you book and we will agree with you how the work is to be checked.

12Items we will not clean

Our cleaners do not handle items that appear fragile, damaged or already broken. Blinds whose mechanism no longer works, loose or damaged light fittings, delicate pendants and cracked fixtures are left alone, because cleaning them means handling them and handling an item that is close to failing is how it fails.

Your cleaner will tell you what they have left and why. If you would like such an item cleaned regardless, and you accept the risk that it may not survive being handled, tell us and we will do what we can with it.

An item left for this reason has not been cleaned, and is not a failure of the clean for the purposes of 10.

13Complaints

Please raise any concern within 72 hours of the clean, by phone, WhatsApp or email. The sooner we hear, the more we can do about it.

We may ask for photographs, or to visit and see the issue ourselves. Our first response will always be to put the work right rather than to discuss money. Where that is genuinely not possible, we will agree a fair reduction with you.

14Damage, breakages and insurance

We are fully insured and we take responsibility for the actions of our team. We hold public liability insurance with an indemnity limit of £1 million, and employers’ liability insurance up to £10 million, both underwritten by U K Insurance Limited through Direct Line for Business.

If something is damaged or broken during a clean, please tell us within 24 hours so we can deal with it while the facts are fresh. We would far rather hear about it straight away than have you discover it later.

We are responsible for damage our cleaners cause: something broken, chipped, scratched or marked in the course of cleaning it, or a finish damaged by the wrong product. Tell us as soon as you find it and we will put it right or settle it.

We are not responsible for an item failing because it was already failing. A corroded key that snaps when it is turned, a perished seal, a loose fitting or a worn mechanism that gives way under ordinary handling is a pre-existing condition, not damage we have caused. Nor are we responsible for behaviour that is not damage at all, such as a door or window becoming stiff in cold weather.

We also cannot accept responsibility for damage that was already present, for normal wear, for the failure of an appliance that was already faulty, or for damage to items that were fragile or valuable and were not identified to us in advance. Items we decline to handle for that reason are covered by 12.

Where something fails during a clean we will look into it properly, including our own record of the visit, and we will tell you plainly what we find.

15Health and safety

Our team will not work in conditions that are unsafe. If we arrive and find a hazard — an electrical fault, a gas smell, a pest infestation, an aggressive animal — we will stop, tell you, and agree what happens next.

We use eco-friendly products from established manufacturers, and no chlorine bleach, ammonia or harsh acids. Surfaces are safe to use again once dry. Please tell us in advance about asthma, allergies or sensitivities in the household so we can work around them.

16Regular cleaning plans

The first visit on a regular plan is carried out as a deep clean, so that later visits have a standard to maintain. That first visit is charged at the deep cleaning rate.

Regular plans include the benefits published on our pricing page: the price you start on is held for as long as the plan runs, visits can be paused while you are away, referrals earn £15 credit for you and £15 off for the person you refer, monthly drain treatment is added after three months, and a complimentary small appliance clean, or 50% off oven or fridge cleaning, is available after five months.

These benefits apply while the plan is running continuously. If the plan ends and is restarted later, the qualifying periods start again, and the price is whatever we are charging at that time.

To end a regular plan, please give us one visit’s notice.

17End of tenancy cleaning

We clean to the standard letting agents and inventory clerks inspect against, and we document the work with photographs so that you have a record if it is later questioned.

What we cannot do is guarantee the outcome of your deposit. That decision rests with your landlord or agent and can turn on damage, wear, missing items or the terms of your inventory — none of which cleaning can address. What we do guarantee is the cleaning itself, through the re-clean guarantee in section 10.

Wherever possible the property should be empty when we arrive. Cupboards, floors and the space behind appliances are exactly where an inspection looks, and they cannot be cleaned properly around furniture and boxes.

18Our team

Every cleaner is trained, vetted and English-speaking, and they are employed or engaged by us. We do not pass your booking to a subcontractor or an agency.

We aim to send the same small team to your property, and in practice most clients see the same faces. We do not promise one named individual, because holidays and illness happen and we would rather send a colleague who knows your home than cancel on you.

Recruiting our staff directly is not permitted. If you employ or engage a cleaner introduced to you by us, whether directly or through anyone else, within 6 months of their last visit to you, a fee of £200 becomes payable. This protects the training and vetting we have invested in.

19Your information

We collect only what we need to quote for your work, carry it out and contact you about it: your name, contact details, address and any notes you give us about the property.

We do not sell your information or pass it to anyone for marketing. We keep it for six years after your last booking and you may ask us at any time to tell you what we hold, correct it, or delete it.

Enquiries submitted through the forms on this site are processed by our form provider in order to deliver them to us. Our privacy policy explains what we collect, who else sees it and how long we keep it.

20Our liability

We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded or limited.

Subject to that, our liability in connection with any booking is limited to £1 million, the limit of our public liability insurance. We are not liable for indirect or consequential losses, or for losses that were not reasonably foreseeable when the booking was made.

21Changes to these terms

We may update these terms from time to time. The version published on this page when you make a booking is the version that governs that booking, and changes we make afterwards do not apply to it retrospectively.

22Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute arising from them.