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Terms of service

Clean Cosy Homes – Terms & Conditions

Last updated: [25th-Dec-2025]

These Terms & Conditions (“Terms”) govern the provision of cleaning services by Clean Cosy Homes (“we”, “us”, “our”) to you (“the Client”, “you”). By making a booking through our website, you confirm that you have read, understood, and agreed to be bound by these Terms.

1. Our Services

1.1 Clean Cosy Homes provides high-end residential cleaning services delivered by trained professionals.
1.2 Our services are positioned as luxury cleaning services, reflecting premium standards, specialist care, and bespoke attention to detail.
1.3 All services must be booked online via our official booking system. We do not accept verbal, cash, or off-platform bookings.

2. Bookings & Online System

2.1 All bookings must be made through our website booking system.
2.2 A booking is not confirmed until:

  • Full payment has been successfully processed, and

  • You receive written confirmation (email or system confirmation).

2.3 We reserve the right to refuse or cancel any booking at our discretion, including but not limited to safety concerns, previous breaches of these Terms, or inappropriate behaviour.

3. Pricing & Payments

3.1 All prices are clearly displayed online and reflect the premium nature of our services.
3.2 Full payment is required in advance at the time of booking.
3.3 We do not accept cash payments, bank transfers on the day, or partial payments.
3.4 Failure to complete payment will result in the booking not being honoured.

3.5 Prices may vary depending on:

  • Property size

  • Service type

  • Condition of the property

  • Additional services selected

3.6 Any attempt to renegotiate pricing after booking will be refused.

4. Cancellations, Rescheduling & Refunds

4.1 Client Cancellations

  • Cancellations made more than 48 hours before the scheduled appointment may be eligible for rescheduling or a partial refund, at our discretion.

  • Cancellations made within 48 hours of the appointment are non-refundable.

4.2 Rescheduling

  • Rescheduling requests must be made at least 48 hours in advance.

  • We reserve the right to decline repeated rescheduling requests.

4.3 No-Shows

  • Failure to provide access to the property at the scheduled time will be treated as a no-show and will result in no refund.

5. Access to Property

5.1 The Client is responsible for ensuring safe and timely access to the property.
5.2 If access is not possible within 15 minutes of the scheduled start time, we reserve the right to leave and treat the booking as completed.
5.3 Clean Cosy Homes accepts no responsibility for missed services due to access issues.

6. Condition of Property & Accuracy of Information

6.1 Clients must provide accurate and honest information about the property condition at the time of booking.
6.2 If the property is significantly dirtier or larger than disclosed, we reserve the right to:

  • Adjust the service scope

  • Apply additional charges

  • Or decline to complete the service without refund

7. Health, Safety & Conduct

7.1 Our staff are entitled to a safe, respectful, and professional working environment.
7.2 We reserve the right to immediately terminate services (without refund) if staff experience:

  • Harassment or intimidation

  • Inappropriate language or behaviour

  • Unsafe conditions

  • Discrimination of any kind

7.3 Clients must ensure pets are secured and that no hazards are present.

8. Non-Solicitation of Staff (STRICT)

8.1 Clients are strictly prohibited from:

  • Offering private work to our staff

  • Attempting to hire, engage, or solicit our staff directly

  • Requesting staff contact details for personal arrangements

8.2 This restriction applies during the service and for 12 months thereafter.

8.3 Any breach of this clause will result in:

  • Immediate termination of services

  • A compensation fee equivalent to 12 months of the staff member’s average bookings, or

  • Legal action where appropriate

This clause exists to protect our business, staff welfare, and service standards.

9. Quality Assurance & Complaints

9.1 If you are dissatisfied, you must notify us within 24 hours of service completion, supported by photographic evidence where applicable.
9.2 Complaints made after this period will not be considered.
9.3 Refunds or re-cleans are offered at our discretion only and do not apply to subjective preferences.

10. Liability & Damage

10.1 We take reasonable care when delivering services.
10.2 Clean Cosy Homes is not liable for:

  • Pre-existing damage

  • Normal wear and tear

  • Items not disclosed as fragile or valuable

10.3 Any damage claims must be reported within 24 hours of service completion.

11. Use of Our Website

11.1 Our website and booking system must not be misused.
11.2 We reserve the right to suspend access for abuse, fraud, or breach of these Terms.

12. Data Protection & Privacy

12.1 We process personal data in accordance with our Privacy Policy.
12.2 Payment details are handled securely via third-party payment providers.

13. Termination of Services

13.1 We may terminate or refuse future services without notice if:

  • These Terms are breached

  • Staff safety is compromised

  • False information is provided

  • Payment disputes arise

14. Force Majeure

14.1 We are not liable for delays or cancellations caused by events beyond our reasonable control, including but not limited to extreme weather, illness, or emergencies.

15. Governing Law

15.1 These Terms are governed by the laws of [Insert country/jurisdiction – e.g. England & Wales].

16. Acceptance of Terms

16.1 By booking our services online, you confirm that you have read, understood, and accepted these Terms in full.