Terms & Conditions

Our Services & Pricing

Em-Me Cleans provides domestic and commercial cleaning services across Bedfordshire and Stevenage, including General Clean, Deep Clean, Office Clean, End of Tenancy, Airbnb Clean and Post Construction Clean.

We don't believe in forcing every property into the same fixed package. Depending on the service you choose, you can book at a flat rate based on the number of bedrooms, or at a competitive hourly rate. To give you the best results, all hourly bookings have a minimum duration of 2 hours.

The total price of your booking depends on the service selected, the size of your property, or the number of hours booked. When booking an hourly service, clients are responsible for selecting enough time (minimum 2 hours). We are always happy to provide guidance, but final cleaning times will vary depending on the size, condition, and specific requirements of each property.

Property Condition & Fair Use Policy: We expect properties to be in a standard, reasonable condition for the service booked. If our team arrives and finds the property requires specialist heavy-duty cleaning, hoarding clearance, or significantly more time than what was booked, we reserve the right to amend the price, adjust what can be completed in the booked timeframe, or reschedule the service.

Booking & Deposit

A booking is only confirmed once Em-Me Cleans has received a minimum deposit of 20% of the total booked price.

The deposit is calculated based on the service selected and, depending on the service, either the number of bedrooms or the number of hours booked.

Payment of the deposit confirms the booking and the client's acceptance of these Terms & Conditions.

The remaining balance must be paid by the payment method and within the timeframe communicated at the time of booking.

Prices are based on the information provided by the client when making the booking. The client is responsible for providing accurate information regarding the property, its size, condition and the cleaning required.

Cleaning Time & Completion of Tasks

Our cleaners will work continuously and professionally for the agreed booking period, subject to reasonable breaks and circumstances outside our control.

We cannot guarantee that every requested task will be completed if the booked time expires before all tasks can be carried out.

Where there are multiple areas or tasks, our team may prioritise the work based on the client's instructions and the available time.

Clients may request particular areas to be prioritised when booking or at the beginning of the appointment.

If additional time is agreed, it will be charged at the applicable hourly rate for the service booked.

Additional Services

Certain additional services may be available on request, either as part of the original booking or as an upsell offered by our team on the day.

Other additional services, such as microwave cleaning or inside windows, are not offered at a fixed price and will be quoted by our team based on the property and the work involved, either at the time of booking or when raised on the day.

Prices for additional services may change. Any price applicable will be confirmed to the client before the work is carried out.

Additional services may require additional time and may not be available if there is insufficient time remaining in the original booking.

Any additional work requested by the client must be agreed before it is carried out.

Cancellation

If a client cancels 48 hours or more before the scheduled cleaning, the deposit may be refunded, subject to any applicable costs or legal rights.

If a client cancels less than 48 hours before the scheduled cleaning, the 20% deposit will be retained.

Cancellation must be made by contacting Em-Me Cleans directly using the contact details provided on our website or booking confirmation.

A cancellation is not considered confirmed until it has been acknowledged by Em-Me Cleans.

Failure to provide access to the property at the agreed time may be treated as a cancellation or missed appointment.

Rescheduling

Clients may request to change the date or time of their booking. Requests should be made as early as possible.

Rescheduling with less than 48 hours' notice may result in the 20% deposit being retained.

We will make reasonable efforts to accommodate an alternative date or time, but availability cannot be guaranteed.

Access to the Property

The client is responsible for ensuring that our team can safely access the property at the agreed time.

Where keys, access codes, parking arrangements or other entry information are required, the client must provide these before the appointment.

If our team cannot access the property due to circumstances within the client's control, the appointment may be treated as a missed appointment or cancellation.

Any resulting loss of booked time or additional costs may be chargeable where legally permitted.

Condition of the Property

Cleaning times depend on the condition of the property.

Properties containing excessive clutter, heavy dirt, significant grease, heavy limescale, excessive rubbish or other unusually difficult conditions may require additional time.

If the property is substantially different from the information provided when booking, we may recommend additional time or adjust the scope of the cleaning.

Any additional chargeable work will be discussed with the client before being carried out.

What Our Cleaning Covers

The tasks included within a cleaning appointment depend on the service booked and the amount of time available. Our current services are:

• General Clean – a reliable clean for keeping your home fresh, tidy and well maintained, ideal for regular cleaning and everyday upkeep.
• Deep Clean – a more detailed clean for homes that need extra attention, perfect for a one-off refresh or areas that have built up over time.
• Office Clean – keeping workspaces clean, fresh and professional within your available time.
• End of Tenancy Clean – a detailed property clean designed to leave the space fresh and presentable for its next chapter.
• Airbnb Clean – efficient turnaround cleaning to help keep short-let properties guest-ready between bookings.
• Post Construction Clean – a detailed clean after building or renovation work to remove dust, debris and construction residue.

A General Clean is intended for regular household maintenance and everyday cleaning.

A Deep Clean provides more detailed cleaning and additional attention to areas requiring a greater level of cleaning.

Office, End of Tenancy, Airbnb and Post Construction cleans are carried out according to the requirements of the relevant service and the time booked.

Services may be booked on a flat-rate basis according to the number of bedrooms, or on an hourly basis (minimum 2 hours), depending on the service selected. If you can't see the service you're looking for, please contact us to discuss your requirements.

The client may provide priorities or specific instructions before or at the start of the appointment.

Limitations of Cleaning

We will make reasonable efforts to achieve a high standard of cleaning.

We cannot guarantee the complete removal of:

• Permanent stains
• Damage or discolouration
• Ingrained dirt that cannot reasonably be removed
• Certain types of limescale
• Mould or mould staining
• Paint, adhesive or construction residue requiring specialist treatment
• Existing marks caused by wear and tear
• Damage caused by previous occupants, contractors or other third parties

We will not use cleaning methods or chemicals that we reasonably believe could cause damage to a surface or item.

Specialist cleaning may require a separate quotation.

Health & Safety

The safety of our employees and clients is extremely important.

Clients must inform us of any known hazards before the cleaning takes place.

This includes:

• Hazardous substances
• Unsafe electrical equipment
• Infestations
• Excessive waste
• Structural hazards
• Aggressive animals
• Other conditions that may create a health or safety risk

We reserve the right to stop or refuse work where the working environment is considered unsafe.

Additional charges or cancellation terms may apply where our team attends a property but cannot safely carry out the service.

Pets

Clients must inform Em-Me Cleans if pets are present at the property.

For the safety of our employees and the animal, we may ask clients to secure pets in a separate room or otherwise prevent them from interfering with the cleaning.

We are not responsible for pets escaping where the client has not provided appropriate arrangements to secure them.

Valuables & Fragile Items

Clients should secure valuable, fragile, sentimental or particularly delicate items before the cleaning begins.

Clients must inform our team of any surfaces or items requiring special cleaning methods.

We will take reasonable care when handling items as part of the cleaning service.

We cannot accept responsibility for damage to items that were already damaged, defective, unstable, improperly installed or unusually fragile where the damage could not reasonably have been anticipated.

Damage & Breakages

Em-Me Cleans is fully insured for the cleaning services we provide.

If accidental damage occurs and the client believes it was caused by our negligence, the client should notify us as soon as reasonably possible.

We will investigate the circumstances and, where appropriate, deal with the matter in accordance with our insurance policy and procedures.

Clients should not automatically deduct alleged damage costs from an outstanding invoice without first discussing the matter with Em-Me Cleans.

Nothing in these Terms & Conditions removes or limits any liability that cannot legally be excluded.

Before & After Photos / Quality Control

As part of our quality-control procedures, Em-Me Cleans may require cleaners to take photographs of relevant areas before and after a cleaning appointment.

Photographs may be used to document the condition of the property, demonstrate completed work, record existing damage or assist with resolving disputes.

Photographs will be taken only where reasonably necessary for business and quality-control purposes and should avoid unnecessarily capturing personal information or individuals.

Clients may be asked to identify any specific areas requiring particular attention.

Complaints & Re-Cleans

We want every client to be happy with the service provided.

If you believe an area has not been cleaned to a reasonable standard, please contact us as soon as possible and preferably within 24 hours of the cleaning.

We may request photographs or other information to help us understand the issue.

Where appropriate, we may offer a reasonable opportunity to return and rectify a cleaning issue.

A complaint does not automatically entitle the client to a refund. Each complaint will be assessed fairly based on the circumstances.

Payment & Outstanding Balances

The client agrees to pay the agreed price for the cleaning service.

Additional hours or services agreed with the client will be charged at the applicable rate.

Any outstanding balance must be paid within the timeframe stated on the booking confirmation or invoice.

We reserve the right to refuse future bookings where an outstanding balance remains unpaid, subject to applicable law.

Our Right to Refuse or Cancel a Booking

Em-Me Cleans reserves the right to refuse or cancel a booking where circumstances make it unsafe, impractical or unreasonable to provide the service.

This may include:

• Unsafe working conditions
• Hazardous substances
• Serious infestations
• Abusive or threatening behaviour
• Significant differences between the property described at booking and the actual property

Where Em-Me Cleans cancels a booking and is unable to provide the service, any payment for services not provided will be dealt with appropriately and in accordance with applicable consumer law.

Insurance

Em-Me Cleans maintains appropriate insurance for its cleaning business and the services it provides.

Any claim relating to damage or loss will be assessed based on the circumstances of the incident and, where applicable, the terms of our insurance policy.

Nothing in these Terms & Conditions limits any legal rights or protections that cannot lawfully be excluded.

Liability

We will take reasonable care when providing our cleaning services.

We are not responsible for pre-existing damage, defects, wear and tear, unstable items, fragile materials or conditions that could not reasonably have been identified before or during the cleaning.

We are not responsible for damage caused by products, materials or equipment supplied by the client where we have followed the client's instructions and used them reasonably.

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.