Brighton Housekeeping Limited
Terms and Conditions
Amended: February 2026
These terms are designed to ensure clarity, fairness and consistency for both our customers and our cleaners.
1. Contract Formation
1.1 A contract between you and us is formed when:
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you sign a contract or book our services online; or
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you allow us to begin providing services.
1.2 This contract is governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
2. Changes to Terms
2.1 We may amend these terms from time to time. Any changes will be communicated to you in writing and will not affect your right to cancel in accordance with clause 7.
3. Definitions
3.1 “We,” “us,” “our” – Brighton Housekeeping Limited
3.2 “You,” “your” – the person receiving the services and responsible for payment
3.3 “Premises” – the address where services are provided
3.4 “Services” – the cleaning services agreed under your contract
4. Cleaning Products
4.1 You must provide all necessary cleaning products and equipment. If suitable products are not available, we will do our best but cannot guarantee that all areas will be completed to our usual standard.
5. Cancellations, Holidays & Illness
5.1 You are responsible for payment for all scheduled visits, including periods when you are on holiday or unwell and choose not to have the cleaner attend. Your regular time slot is reserved for you.
5.2 If we are unable to attend a scheduled visit for any reason, we will issue a refund or credit for that visit.
5.3 Missed regular visits cannot be carried forward.
5.4 For extended absences, we recommend providing at least six weeks’ notice to end your contract.
6. Insurance, Breakages & Damage Claims
6.1 We hold Public Liability Insurance up to £1 million and Employer’s Liability Insurance up to £10 million.
6.2 We take reasonable care while carrying out our services. However, domestic cleaning takes place in lived-in homes, and accidental breakages can occasionally occur.
6.3 We are not automatically responsible for breakages unless it can be shown that they were caused by our negligence.
6.4 We are not responsible for alleged breakages or damage reported after we have left the premises unless clear evidence is provided that the damage was caused by our staff.
6.5 Any claim must be reported in writing within 24 hours of the service being completed and, where possible, supported by photographs.
6.6 We do not accept responsibility for:
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fragile, decorative or delicate items unless specifically pointed out in advance;
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items already damaged, unstable or poorly secured;
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items of sentimental or irreplaceable value;
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loss of cash, jewellery or valuables;
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damage arising from tasks outside the agreed cleaning package.
6.7 Where liability is accepted, compensation is limited to the reasonable cost of repair or replacement, taking into account age, condition and fair wear and tear.
6.8 To carry out a thorough and effective cleaning service, it may be necessary for our staff to handle, move, or reposition household items. This carries a small risk of accidental damage, as it would if the customer were undertaking the cleaning themselves.
We are not liable for minor wear and tear or trivial losses. We do not accept liability for the first £150 of any claim arising from accidental damage during normal cleaning activities. Any claim must relate to a genuine, evidenced loss exceeding £150.
Where liability is established, our maximum liability for any single claim is limited to £500, except where liability cannot lawfully be limited.
6.9 We recommend that customers maintain appropriate household insurance.
7. Notice Period
(Not applicable to SOS or One-Off Cleans)
7.1 A minimum of six weeks’ written notice is required to end regular services.
7.2 Notice takes effect from the date written notice is received.
7.3 Services will continue during the notice period unless not required.
7.4 No refunds will be issued for unused visits unless we are able to reallocate staff or avoid incurring costs.
8. Payments (Regular Services)
(Not applicable to SOS or One-Off Cleans)
8.1 Invoices are issued on the 1st of each month for that month’s services and are payable in advance.
8.2 Payment must be made by Standing Order or Bank Transfer on the 1st of the month.
8.3 If payment is not received by 3:00pm on the 3rd, your contract may be suspended or cancelled.
8.4 Where services begin part-way through a month, charges will be adjusted accordingly.
8.5 Any changes to charges will be notified at least four weeks in advance.
8.6 Outstanding balances may be pursued through debt recovery or legal action.
8.7 Refund requests for overpayments must be made within one month of the invoice date.
9. Payments for One-Off Cleaning
9.1 One-off cleaning includes SOS cleans, end of tenancy cleans, and ad-hoc bookings that do not form part of a regular ongoing contract.
9.2 All one-off cleans must be paid in full in advance. A booking slot is not confirmed until payment has been received.
9.3 Once payment has been made, the booking is non-refundable, as time is reserved specifically for you and staff are scheduled accordingly.
9.4 A full refund will only be provided where at least seven (7) days’ written notice of cancellation is received prior to the scheduled cleaning date.
9.5 Where less than seven days’ notice is provided, no refund will be issued.
9.6 If access cannot be gained at the agreed time, the booking will be treated as a late cancellation and no refund will be due.
9.7 Additional time requested on the day of cleaning is subject to staff availability and will be charged at the agreed hourly rate.
10. Safety
10.1 You must inform us of any unsafe areas, fixtures or appliances.
10.2 You must advise us of any items that should not be touched.
10.3 We are not liable for damage to unsafe or faulty items not disclosed to us.
11. Contractors
11.1 We may use vetted employees or contractors to carry out services as required.
12. Hiring of Employees & Contractors (Non-Solicitation)
12.1 You agree not to directly employ or engage any of our cleaners during your service or within 12 months of termination.
12.2 If this occurs, a £600 + VAT recruitment, training and introduction fee per cleaner will apply, reflecting our incurred costs.
13. Access to Premises
13.1 If we are unable to access the premises at the agreed time, the full service charge will apply as staff cannot usually be reassigned at short notice.
13.2 Refunds will not be issued, and rescheduling cannot be guaranteed.
13.3 Where access is delayed, you may choose to extend the cleaning time by the length of the delay at £40 per hour 9inc VAT) per staff member, or accept that the cleaning time will be reduced accordingly.
14. Attendance
14.1 We are not liable for delays or cancellations caused by circumstances beyond our control. We will make reasonable efforts to reschedule.
14.2 Where service cannot be provided due to our fault, we will arrange a replacement visit but are not liable for additional losses.
15. Public Holidays, Staff Holidays & Illness
15.1 If your cleaner is on holiday or unwell, we will make every reasonable effort to provide a replacement cleaner. If you choose not to use the replacement cleaner, full payment will be required.
15.2 If we are unable to provide a replacement cleaner, no charge will be made for the missed service.
16. Cleaners & Appointments
16.1 You contract with Brighton Housekeeping Limited, not individual cleaners. While we aim to provide continuity, we reserve the right to assign staff as required.
16.2 Exact arrival times cannot be guaranteed. We will make reasonable efforts to notify you if delays occur.
17. Complaints Procedure
17.1 Complaints must be submitted in writing by email or letter. We are happy to discuss matters by phone once details have been provided.
17.2 We aim to respond within two working days.