Effective Date: April 2026
By booking a service with The Kind Reset Cleaning Co ("we", "us", "our"), you ("the Client") agree to the following terms and conditions. Please read them carefully before confirming your booking. These terms are governed by the laws of England and Wales. Nothing in these terms affects your statutory rights.
We provide the following services, all of which are tailored to individual client needs: • Regular domestic cleaning (fortnightly or monthly) • One-off and deep cleans • Airbnb and holiday home cleans • Caring Cleans – cleaning combined with friendly companionship only (see Section 8 for full details)
Unless agreed in writing in advance, the following are not included in our services: • Heavy lifting or moving of furniture • Personal care, medical, or therapeutic services • Handling of hazardous materials (including but not limited to bodily fluids, mould, or sharps) • Gardening, pest control, or external window cleaning • Oven cleaning or heavily soiled blinds Any additional tasks outside the scope of the agreed booking must be discussed and confirmed before the appointment. Optional extras may be arranged upon request and are subject to availability.
Regular cleans are scheduled fortnightly or monthly, as agreed at the time of booking. One-off cleans, deep cleans, and holiday let cleans are booked separately. All appointment times are estimates. We will make reasonable efforts to arrive within 30 minutes of the scheduled time and will notify you as soon as practicable of any delay. Actual arrival or completion times may vary depending on property condition, access, or other factors outside our control. In any event, we will perform the service within a reasonable time as required by the Consumer Rights Act 2015.
All prices are agreed in advance of the appointment. An invoice or payment request will be provided on or promptly after the day of the clean. Payment is due within 7 days of the date of invoice. Accepted payment methods: bank transfer or cash. Late or repeated non-payment may result in services being paused or cancelled at our discretion. We reserve the right to charge interest on overdue invoices at a rate of 4% per annum above the Bank of England base rate, accruing daily from the due date until payment is received. Where paid parking is required in order to carry out the service, the cost of parking will be added to the invoice at the amount incurred. Alternatively, the Client may provide a valid parking permit or arrange free parking in advance of the appointment.
If you have booked our services by phone, email, text, or online ("distance booking"), you have a 14-day statutory right to cancel this contract without giving any reason and without incurring any cost, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Early performance consent: Where you have expressly requested that the service begins within the 14-day cancellation period, and you have acknowledged that your right to cancel will be lost once the service is fully performed, we may begin the service before the period expires. If you cancel before full performance, you will be liable for a reasonable proportion of the agreed fee, reflecting the services already provided. To exercise your right to cancel, please notify us in writing (by email or post) before the cancellation period expires. A model cancellation notice is provided at the end of these terms.
Once the 14-day statutory cancellation period has expired (or where you have validly requested early performance), the following policy applies: • 48+ hours' notice: no charge • 25% cancellation fee: cancellations made between 24 and 48 hours before the appointment • 50% cancellation fee: cancellations made with less than 24 hours' notice • 100% cancellation fee: same-day cancellations made with less than 2 hours' notice, failure to provide access at the agreed time, or repeated short-notice cancellations (three or more in a rolling 12-month period) These fees reflect our genuine costs when a booking cannot be refilled at short notice, including staff wages, travel costs, and lost revenue. They are not intended as a penalty. Cancellation fees may be waived at our sole discretion in cases of genuine illness or emergency. If we cancel: if we cancel or reschedule with less than 48 hours' notice (other than in circumstances beyond our control), we will offer you a discount of 25% on your next booking as compensation.
The Client must ensure safe and reasonable access to the property at the agreed time. If access cannot be obtained, the full booking fee may be charged. We reserve the right to refuse to begin, or to stop, a clean at any time if conditions are deemed unsafe. Clients must inform us in advance of any known hazards, health risks, aggressive animals, or other conditions that may affect our ability to carry out the service safely. Pets must be secured or kept out of working areas during the clean.
We supply standard cleaning products as part of our service. Clients may request that their own products be used; however, we accept no liability for the effectiveness of client-supplied products or for any damage caused by their use. To reduce cross-contamination between properties, we prefer to use the Client's vacuum cleaner. A vacuum can be provided by us if agreed in advance. Clients must supply a mop and bucket where mopping is required. Any allergies, sensitivities, or preferences regarding cleaning products must be disclosed to us before the appointment.
Our Caring Clean service provides domestic cleaning combined with friendly, informal companionship. For the avoidance of doubt, this service is: • Not a medical, nursing, or therapeutic service • Not a personal care or regulated care service within the meaning of the Care Act 2014 or the Health and Social Care Act 2008 • Not a substitute for professional care or support services Excluded activities: Our staff will not provide any form of personal care, including but not limited to assistance with washing, bathing, dressing, toileting, eating or drinking, oral care, or care of skin, hair or nails. Our staff do not administer medication or provide any health or nursing care. Staff training: Our staff are trained to recognise and maintain the boundaries of this service and to uphold professional boundaries at all times. Referrals: If we identify that a client may benefit from personal care or support services, we will recommend contacting their local authority adult social care team, GP, or a Care Quality Commission (CQC)-registered care provider.
Any concerns regarding the quality of the clean, or any damage caused during a visit, must be reported to us in writing within 48 hours of the appointment, or within 48 hours of discovery where the damage could not reasonably have been identified sooner. We are not liable for pre-existing damage or for general wear and tear. Where we accept liability for damage caused by our negligence, our liability is limited to the reasonable cost of repair or replacement of the affected item, up to a maximum of £2,000,000 per incident, being the limit of our public liability insurance cover. We are not liable for losses that were not reasonably foreseeable at the time of booking. Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or any other matter which cannot be excluded or restricted by law. Your statutory rights: Nothing in these terms affects your rights under the Consumer Rights Act 2015, including your right to request repeat performance of the service where it does not meet the required standard, or a price reduction where repeat performance is impossible or not carried out within a reasonable time.
We are committed to protecting Client privacy and handle all personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our full Privacy Notice (available on request) sets out: the categories of personal data we collect; the lawful basis for each type of processing; how long we retain your data; your full rights as a data subject; and how to make a complaint to the Information Commissioner's Office (ICO, ico.org.uk, 0303 123 1113). Client information is collected for the purpose of providing and administering our services. It is not shared with third parties except where required by law or as set out in our Privacy Notice. Photographs of the property are never taken without the Client's explicit prior written consent. Clients may contact us at any time to request access to, correction of, restriction of, or deletion of their personal data, or to object to its processing. Requests should be made in writing. We will respond within one calendar month as required by UK GDPR Article 12.
We reserve the right to refuse to commence, or to discontinue, services at any time in the following circumstances: repeated non-payment; abusive, threatening, or discriminatory behaviour towards our staff; or conditions that present a safety risk. We will provide written notice where reasonably practicable. We provide our services without discrimination in accordance with the Equality Act 2010, and we meet our duty to make reasonable adjustments for disabled clients.
We may update these terms only in the following circumstances: changes in applicable law or regulation; increases in our operating costs; changes in the scope or nature of the services we offer; or other genuine and material business reasons. Where changes are material, we will provide at least 30 days' written notice to existing Clients before the new terms take effect. If you do not agree to the revised terms, you may cancel your bookings without charge before the changes take effect. Continued use of our services after that date will constitute acceptance of the revised terms.
If you have a complaint or dispute, please contact us in writing in the first instance. We will aim to respond within 10 working days and to resolve the matter fairly and promptly. We are not currently signed up to an Alternative Dispute Resolution (ADR) scheme. If we are unable to resolve your complaint to your satisfaction within 8 weeks, you may seek independent guidance from Citizens Advice (citizensadvice.org.uk) or your local Trading Standards service, or pursue the matter through the courts. These terms are governed by the laws of England and Wales, and any disputes that cannot be resolved between the parties shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Where we hold keys, access codes, or other entry information on behalf of a Client: • Keys and access information are stored securely and are never labelled with the Client's address or other identifying information • Keys will be returned to the Client promptly upon request or on termination of services • In the event of key loss, we will notify the Client immediately and will contribute to the reasonable cost of lock replacement where the loss was caused by our negligence • Access information is treated as strictly confidential and will never be shared with third parties
We hold public liability insurance covering damage caused by our negligence up to the limit specified in Section 9. Details of our insurance cover are available on request. Where we employ staff, we also hold employers' liability insurance as required by law. Clients are advised to ensure their own home contents insurance is in place, as this covers a wider range of risks than our liability policy.
We will not be in breach of these terms, or liable for any failure or delay in performing our services, where that failure or delay results from events or circumstances genuinely outside our reasonable control. Such events include, but are not limited to: severe weather, pandemic or public health emergency, government restrictions, transport disruption, staff illness or incapacity, power or utility failure, or other unforeseeable emergencies. If such an event prevents us from performing the service, we will notify you as soon as reasonably practicable and will arrange an alternative appointment. If the delay is substantial (more than 7 days), you may cancel the affected booking without charge.
If any term or provision of this agreement is found by a court or other authority of competent jurisdiction to be invalid, unenforceable, or unfair, that term shall be severed from the remaining terms, which shall continue in full force and effect. This reflects the operation of s.67 of the Consumer Rights Act 2015.
These Terms & Conditions, together with our Privacy Notice and any written booking confirmation, constitute the entire agreement between us in relation to the services. They supersede all prior discussions, representations, or agreements. Nothing in this clause limits any right you have under statute.
Complete and return this notice only if you wish to cancel your contract within the 14-day statutory cancellation period.
To: The Kind Reset Cleaning Co
I/We hereby give notice that I/we cancel my/our contract for the supply of the following service:
Service booked: _______________________________________________
Booked on: ___________________________________________________
Name of Client: ______________________________________________
Address of Client: ____________________________________________
Signature of Client (if notice given on paper): _________________
Date: ________________________________________________________
Thank you for choosing The Kind Reset Cleaning Co.
If you have any questions about these terms, please get in touch — we're always happy to help.