Terms & Conditions

A few things to know before you book. Our cleaners do a thorough job, but there are some things they don't do — for safety, for the sake of your things, or because they need specialist kit. If you're not sure whether something's covered, leave a note on your booking and we'll tell you straight before the day.

What our cleaners don't do

• Move or lift anything heavy — fridges, ovens, wardrobes, sofas. Anything over roughly 20lb stays where it is and we clean around it.
• Take down or rehang curtains, pictures or mirrors.
• Put dishes away in cupboards. We're happy to load or empty the dishwasher, but we won't risk your china.
• Clean the outsides of windows.
• Wet-wipe thin metal or plastic blinds. We'll dust them; they bend and snap if pushed further.
• Clean inside dishwashers or washing machines.
• Clean light bulbs, or anything that can't be reached safely with a step stool and a long-handled tool.
• Shift heavy marks or stains off walls, skirting or paintwork. We don't want to take the paint with it.
• Remove strong smells — smoke, damp, animal — beyond our honest best.
• Deep-clean carpets. No steam-cleaning, shampooing or polishing.
• Clean a home that isn't safe to work in: pest infestations, biohazards, or building work still going on.
• Work around other trades. If painters, plumbers or movers are still in the property, we can't do a proper job — so we'll reschedule rather than clean badly.

The first clean

If your home hasn't had a professional clean in the last month, it needs a first-time clean before we start a regular schedule. It's the only way to get it to the standard we'd then want to keep it at. After that, weekly, fortnightly or monthly all work — most homes settle on fortnightly.

Moving in or out

The home needs to be empty, with the power and water on, and no movers or trades on site. We don't clean on moving day itself — in our experience it never goes well, so we book the day after the move, not the day of it.

If anything here is a dealbreaker, tell us before you book and we'll work out what's possible.

Text messages

If you've agreed to receive texts from us, you can expect appointment reminders, messages about booking and rescheduling, and the occasional offer.

• You can stop at any time — reply STOP to any message and we'll confirm you're unsubscribed. To start again, opt in as you did before.
• Reply HELP if you have trouble, or email support@ealingclean.co.uk.
• Message frequency varies, and your mobile provider's message and data rates may apply.

For how we handle your information, see our privacy policy.

Your booking

These notes cover what our cleaners do, what they don't, and how the service runs. If anything's unclear, call us on 07307 209984 before you book.

Who we are

Ealing Clean is the trading name of EALINGCLEAN LTD, company number 16843989, registered at 22 Boileau Road, London W5 3AH. If you need us: support@ealingclean.co.uk.

Paying for a clean

You pay when you book, by card through Stripe — we never see your card details. The price is fixed by the size of your home and shown in full before you pay; nothing is added at checkout. Your cleaner is paid only after the clean is done. If you're on a recurring plan, each later clean is charged to your saved card, and we email you at least 24 hours before each charge. You can end a plan or remove your saved card at any time; cleans already provided are still due.

Your right to cancel (Consumer Contracts Regulations 2013)

You have 14 days from booking to cancel under the Consumer Contracts Regulations 2013. Because most cleans happen inside those 14 days, we ask you at checkout to expressly request that we start the service before the period ends. If the clean is fully performed inside the 14 days you lose the right to cancel it, and if you cancel before it's completed you pay a proportionate amount for the work already done. Nothing here takes away that statutory right.

Cancelling a booking

If you cancel more than 48 hours before your booking, you receive a full refund. Between 24 and 48 hours, we charge a cancellation fee of 50% to compensate the cleaner for the unfilled slot; we will use reasonable endeavours to reassign the slot and reduce the fee accordingly. Between 4 and 24 hours, the cancellation fee is 75%. Inside 4 hours, or if your cleaner cannot get in, no refund is given. If your cleaner cancels, you receive a full refund and a goodwill credit for the trouble. Nothing in this clause limits your statutory right to cancel under the Consumer Contracts Regulations 2013.

If something goes wrong

Email support@ealingclean.co.uk and we'll reply within 14 days, usually the same day. Re-cleans within 48 hours of a complaint are free. If we can't sort it out between us, we'll tell you in writing which alternative dispute resolution provider, if any, we're prepared to use. You also have rights under your card issuer's chargeback rules and, if you paid by credit card and the booking is worth more than £100, under section 75 of the Consumer Credit Act 1974. Nothing in these terms affects those rights.