Terms & Conditions

1. Introduction

These Terms and Conditions apply to all services provided by CMH Cleaning Services Ltd and to the use of our website. By booking a service through our website, phone, email or WhatsApp, you confirm that you have read, understood and agreed to these Terms.

These Terms comply with UK consumer law, including the Consumer Rights Act 2015. Nothing in these Terms affects your statutory rights.

2. General Terms

2.1 Service Coverage

We operate across London and selected surrounding areas. Availability depends on scheduling and team capacity.

2.2 Accuracy of Property Information

All quotations are based strictly on the information provided by the customer. Prices are based on standard property size and standard conditions. Adjustments may be required before work begins if the property is larger or in a different condition than described.

2.3 Standard Property Conditions

Properties must meet standard cleaning conditions. Heavy soil, extreme grease, mould, plaster or construction residue may require additional labour.

2.4 Access Requirements

The customer must provide safe, uninterrupted access at the scheduled time. Delays of 30 minutes or more may result in cancellation and a charge of up to 50% of the service value.

2.5 Utilities

Electricity, hot water and running taps must be available. End of tenancy cleaning requires the property to be fully vacated.

2.6 Pets

Pets must be secured during the service. CMH is not responsible for pet-related incidents or additional cleaning caused by pets.

2.7 Photographs

We always take before and after photos for quality assurance, training and dispute resolution. Photos are stored securely in accordance with GDPR.

2.8 Key Collection

We offer free key collection within 2 km of the property.

3. Pricing & Payments

3.1 Payment Terms

To confirm a booking, CMH requires a 50% deposit. The remaining 50% is due on team arrival, before the service begins.

3.2 Accepted Payments

We accept card, cash and bank transfer.

3.3 Parking & Congestion Charges

The customer is responsible for all parking fees and Congestion Charge when applicable.

3.4 Price Adjustments

If the condition or size of the property differs from the information provided, CMH will issue an updated quotation before beginning any work. If declined, the deposit is non-refundable.

4. Service Terms

4.1 Customer Responsibilities

Customers must ensure access, utilities, and that the property is vacated where required. Cupboards must be emptied for internal cleaning. No builders or third-party cleaners may be present.

4.2 Service Limitations

CMH does not move heavy, fragile or oversized furniture; clean walls; guarantee removal of permanent stains, mould, plaster, paint, silicone, rust, burn marks or deep limescale; restore pre-existing damage; or guarantee odour removal.

4.3 After Builders Cleaning

The property must be safe, accessible and free of workers, tools and construction materials. If the site is altered after we finish, the guarantee becomes void.

4.4 Carpet Cleaning

We do not guarantee the removal of stains or odours, especially those caused by long-term use, wear and tear, tenant damage, or previous spills that have permanently marked the fibres. We also do not guarantee the prevention of shrinkage caused by poor carpet installation.

5. Cancellations & Refunds

5.1 Cancellation Policy

More than 24 hours notice: Free cancellation.

Less than 24 hours notice: 50% of the service value (deposit) is retained.

Same-day cancellation or no access: No refund.

5.2 7-Day Re-clean Guarantee

CMH offers a 7-day re-clean guarantee only if the property remains empty, has not been cleaned by another party, and is in the same condition as when the team finished. Only missed areas will be re-cleaned. Only one re-clean is permitted.

If the customer refuses the re-clean, all guarantee and refund rights are lost.

5.3 Refund Policy

Refunds are only available if ALL three conditions are met:

1. The team did NOT attend due to CMH fault.
2. The customer provides clear photographic evidence.
3. The customer accepted the re-clean first.

Refunds are not available if the customer declines re-clean, if the property was occupied after the clean, if another cleaner entered, if the property was altered or dirtied, if furniture was moved or added, or if more than 7 days have passed.

6. Damage & Liability

6.1 Insurance

CMH holds £5,000,000 Public Liability Insurance.

6.2 Reporting Damage

Damage must be reported within 48 hours with photo evidence. CMH will repair or compensate only for damage directly caused by our team.

6.3 Exclusions

We are not responsible for pre-existing damage, loose fittings, sentimental items, natural wear and tear, discolouration due to age, shrinkage, or damage caused by previous cleaners.

7. Final Notes

CMH Cleaning Services Ltd may update these Terms at any time. Continued use of our services confirms acceptance of the latest version.