Terms & Conditions – Domestic & Holiday Let Cleaning Services
1. DEFINITIONS
1. “BM” means Better Maid Ltd (registered in England and Wales, Registration Number 13047495)
trading as Better Maid;
2. “Cleaner” means the natural or legal person carrying out cleaning services on behalf of BM;
3. “Client” means the person, firm or corporate body together with any subsidiary or associated
company as defined by the Companies Act 2006 to whom the cleaning services are supplied by
BM;
4. “Service” means the ordinary Service that BM and the Client contracted for. That can be regular
domestic cleaning, a one-off deep cleaning, a one-off end of tenancy cleaning or after builders
cleaning;
5. “Notice” means any written notice sent to and by BM whether by email, text message or post to
notify of changes in the contract or to raise a complaint.
2. BM AND THE CLIENT
1. BM strives to match the requested needs of the Clients when introducing a Cleaner for day, time
and type of work that is required;
2. BM will introduce within a one-week period a new Cleaner as a replacement if the originally
introduced Cleaner is not available due to illness or any other reason. All efforts will be made to
ensure an immediate replacement is arranged;
3. Should the Client not be satisfied with the service, BM will introduce a new Cleaner where a
minimum one-week notice is served by the Client. BM commits to provide replacement as soon
as possible after the notice is received and a mutual understanding of the required quality and
time is achieved;
4. BM will liaise with both the Cleaner and the Client to ensure that quality of work is maintained
and time preferences (including cancellations) coordinated; there is no limit to the number of
times a Client can contact BM and ask for advice or assistance;
5. The Client agrees that the price they have been quoted does not include anything apart from
cleaning labour as detailed before signing up for BM’s services. Should the Client require any
further services a discussion with BM is necessary and if additional services or cleaning materials
are agreed upon, a new quote will be provided;
6. Estimates of time for completing a job are based on average time it takes to clean a property of
similar size to that of the Client’s, and flexibility in relation to time is required on the Client’s
part. It must be noted that one-off cleans may take longer to complete due to longer intervals
between cleaning sessions, number and type of cleaning tasks required, when compared to the
regular maintenance cleaning of the same property. This is priced at a different rate to other
cleans.
7. BM do offer the following types of one-off cleaning services: deep clean, end of tenancy and
after-builders clean. The conditions of conducting these services will depend on the selected
type and payment and cancellation will take place according to the quote provided and the
provisions of these Terms and Conditions as listed below.
8. Unless the Client explicitly withdraws permission in writing, our Cleaners and staff are allowed to
take pictures or videos of the property as proof of performance. No person shall be on any of the
photos or videos.
9. Minimum booking hours for a regular service is 3 hours (weekly) or 4 hours (fortnightly), for
deep-cleaning 4 hours, holiday let 2 hours and for end-of-tenancy or after-builders cleaning is a
one-off quote.
10. For all Bank holidays, the cleaning charge is 1.5 times the normal rate.
3. THE CLEANER AND THE CLIENT
1. Each Cleaner carries out the requested work for the Client during the agreed day and time;
2. Each Cleaner is to be paid by BM according to a mutual agreement between BM and The Client.
The service will discontinue if payment is not made in advance of the job. For Holiday Let Client,
invoice will follow after the job has been completed on a bi-weekly or monthly basis.
3. The contracted Client agrees to pay the full price of the cleaning visit, if:
i. The Client cancels or changes the date or time less than 24 hours prior to the scheduled
appointment;
ii. The Client fails to provide access to the Service premises preventing BM to carry out the
booked work;
iii. There is a problem with the Client’s keys and the Cleaners cannot let themselves in. If keys
are provided they must open all locks without any special efforts or skills.
iv. Cleaners may not empty rubbish bins unless requested to do so due to confidentiality and
will not throw away any items left around, under, on top or besides the designated bins;
v. The Cleaners are not allowed to hand-wash any items of clothing belonging to the Client.
BM advises that our Cleaners can only use a washing machine for such tasks;
vi. The Cleaner will not lift any heavy furniture or work at height more than a regular domestic
step-ladder with no more than three steps;
vii. All fragile and highly breakable items must be secured or removed;
viii. For end-of-tenancy cleans the property must be cleared of personal belongings. Any pets
must be taken away and shall not be present at the property after the completion of the
service. No heavy items of rubbish must be left at the premises. For after-builders cleans,
the works must be finished at least 24 hours before the commencement of the cleaning
session and there shall not be any workers still conducting building and repairs.
4. Return of keys after cancellation and settlement of account will be done by either the Cleaner
during the last cleaning session, recorded delivery (chargeable after Clients’ authorisation)
or guaranteed delivery (payable by the Client).
5. Abusive, harassing or offensive behaviour is unacceptable, whether verbal, physical or visual.
This includes any demeaning, insulting, embarrassing or intimidating behaviour directed at any
cleaner or employee of BM related to race, colour, gender, national origin, age, religious creed,
physical or mental disability, marital status, pregnancy, sexual orientation, veteran status,
citizenship or another characteristic protected by law. If any such behaviour or conduct is
discovered, whether directly or indirectly by BM, the contract will be terminated with
immediate effect and no refunds will be due.
6. The Cleaner is not allowed to work directly with the Client and they are under non-solicitation
and non-circumvention obligations according to their contract with BM. If it is found that the
Client or the Cleaner has approached each other with the intention of taking business away
from BM, BM reserves the right to seek compensation for losses suffered as a result of the
Cleaner and the Client circumventing BM. This will be enforced according to the provisions of
Clause 9 below.
4. THE CLEANER AND BM
1. Each Cleaner is self-employed and flexible with their assignments. As self-employed, the Cleaner
is responsible to pay any applicable taxes and relevant social contributions;
2. BM registers each Cleaner before introducing the Cleaner to the Client;
3. All Cleaners are fully vetted and trained by BM. Prior to starting work each Cleaner provides
relevant documents including but not limited to passport, legal status confirmation and proof of
address;
4. BM acts as an intermediary and as such it does not employ the Cleaners;
5. BM provides operational and technical assistance to each Cleaner;
6. BM has an agreement with each Cleaner it introduces that the latter will discontinue Service for
the Client if BM does not receive its fee.
5. BM FEES, REFUNDS AND CANCELATIONS
1. BM receives its fee from the Client as a weekly, fortnightly or monthly payment in advance;
2. Clients can cancel the Service by giving BM one month’s notice in writing. The agency fee is
payable during the notice period.
3. BM reserves the right to amend and increase prices and fees to reflect market conditions and
cost of providing the service and appropriate notice will be served to the Client in due time.
4. BM reserves the right to cancel the contract if no cleaner can be allocated due to availability,
wage paid by the Client, time of the day or day of the week. If no mutual consensus has been
reached between BM and the Client or due to any other reason the service cannot be
performed, BM reserves the right to terminate the contract with immediate effect. Any missed
sessions preceding the termination date will be refunded to the Client.
5. Due to BM’s Guaranteed Satisfaction scheme, no refund claims will be entertained once the
cleaning Service has been carried out. Cleaner’s wage must be paid by the Client regardless of
their type of payment (either full payment or split payment), however a replacement will be
arranged and the job redone up to the Client’s requirements.
6. REGULAR CLEANING SERVICES
1. For regular cleaning BM will provide a full proportionate agency fee refund for missed sessions if
the cleaner could not attend the session due to any personal circumstances and the client did
not agree to a replacement offered to them by BM. This is subject to explicit Client’s request. No
refunds will be made to cover sessions during the notice period and no refund requests for the
agency fees will be entertained during the first month of service;
2. No refund will be made if missed sessions are due to the Client being on a holiday or away for
whatever personal reason, and has not given BM at least 1 weeks advance notice.
3. For customers making full payment to us (agency fee + cleaner’s wage via Direct Debit) any
refunds for missed sessions will be issued upon Client’s explicit request.
4. All refunds must be claimed within 3 month-period after the due date of the pre-arranged
cleaning session.
5. The client must pay late cancellation/lock-out fee for cancelling or rescheduling a visit with less
than 24 hour notice for regular Clients. The fee constitutes the full price of the cleaning session.
The same fee applies if the Cleaners are unable to gain access to the Client’s home, through no
fault of BM or the Cleaner or if the condition of the property can be described as “extreme” (see
Clause 6 below);
6. Regular cleaning session will not be carried out if the condition of the property can be described
as extreme, which could be excessively soiled, contaminated with animal or insect infestations or
faeces, rotten food or hoarder properties. BM reserves the right to cancel the session and charge
a full fee.
7. Regular payments for weekly/bi-weekly cleans must be settled in advance of the job.
7. ONE-OFF CLEANING SERVICES
1. Refunds for any one-off cleaning sessions will not be granted, however a free re-cleaning session
will be arranged to satisfy the Client’s requirements in accordance with clause 7.4 below. The
appropriate claims must be made within a 48-hour period after the completion of the service.
2. Satisfaction Guarantee for end-of-tenancy and after-builders cleaning sessions will not be
applied if the client continues to live in the property after the session has been completed or any
building work is being carried out after the completion of the Service or for a 48-hour period
after the job has been completed if the property is vacant following a move-out clean.
3. For one-off cleaning sessions refund will be issued if a Cleaner does not attend a cleaning visit,
payment for which has been already collected by BM;
4. Should the Client have any complaints or comments as to the quality of the one-off cleaning
service, BM strives to offer a re-clean session of the areas which need particular attention and
deliver an excellent service to the Client. However, a re-cleaning session is conducted at the
expense of BM and shall never be more than 50% of the length of the original one-off cleaning.
5. There is a £50.00 late cancellation/lock-out fee for cancelling or rescheduling a visit within less
than 48 hour notice for one-off Clients. The same fee applies if the Cleaners are unable to gain
access to the Client’s home, through no fault of BM or the Cleaner or if the condition of the
property can be described as “extreme” (see Clause 7 below);
6. Shall the Client book an After-Building Clean with BM and any such cleaning gets rescheduled
more than twice through no fault of BM, the Client accepts and agrees to pay a delay charge of
£20.00 for the rearranging of the After-Building Clean;
7. The one-off session will not be carried out if the condition of the property can be described as
extreme, which could be excessively soiled, contaminated with animal or insect infestations or
faeces, rotten food or hoarder properties. BM reserves the right to cancel the session and charge
a £50 cancellation fee.
8. HOLIDAY LET / AIRBNB CLEANING SERVICES
1. Hired linen has a maximum turnaround time of 21 days. Linen kept beyond 21 days would be
charged as a new order and the Client will be invoiced accordingly.
2. A notice period of 30 days is required to terminate our cleaning service.
3. We require at least 24hr notice for cancelling or rescheduling checkout cleans or 100% charge
would apply.
4. For any stays longer than 14 days, it would be classed as a “Deep clean” and not a checkout clean.
This is charged separately by the hour at £30/hr, for a minimum of 4hrs.
5. Client agrees to solely use BM in providing all their cleaning. BM does not operate in a “Backup”
capacity for clients. Client is required to notify us immediately if they intend to use other service
providers in conjunction to our services. BM reserves the right to terminate our services with the
Client immediately at our discretion.
6. Client is invoiced every 2 weeks. This is due immediately upon receipt. BM reserves the right to
terminate our services with immediate effect, if the invoice is not settled.
7. Jobs that are booked and conducted on Bank Holidays are charged at 1.5x the normal rate.
9. NON CIRCUMVENTION
1. Generally, BM’s Cleaners are prohibited from bypassing BM to work directly with the Client. If
the Client chooses to directly employ, either through legal means or on a cash basis, any
individual currently employed or subcontracted by BM, or anyone who was employed or
subcontracted by BM within the 12 months preceding such employment, the Client will be liable
for an employment referral fee. This fee will be either:
i) £1000.00, or
ii) The equivalent of the total annual agency fee including VAT (total annual fee minus the cleaner’s
wages) whichever is higher. The Client commits to paying this fee, irrespective of whether they
inform BM of their actions or if BM learns of this employment on its own at any point after it
takes place. Additionally, the Client agrees to cover any collection or legal expenses that BM
might incur in the process of collecting this fee.
2. This Clause 8 remains in effect and binding even after the termination of the agreement between
the Client and BM. The provisions regarding the employment referral fee and associated liabilities
will continue to apply for a period of 12 months post-termination of the agreement between the
Client and BM.
10. INSURANCE
1. BM has a comprehensive insurance policy in place covering damage to Client’s property, theft
and Cleaners personal injury. BM’s public liability is £1m. All claims are subject to an excess of
£300 payable by the Client. In case of an incident, Clients are advised to notify BM within 48
hours of incident so that BM is able to assist in resolving reported problems.
2. Any damage claims will be assessed and processed in accordance with Appendix I below.
11. PAYMENTS
1. BM’s fee can be paid by weekly, fortnightly or monthly direct debit in advance for regular jobs,
full payment in advance for one-off jobs;
2. Should payment not be received as per these Terms, no further cleaning services will be
provided until the outstanding invoice has been settled;
3. If BM is forced to refer the Client’s account for collection to a third party then extra costs may be
added to the outstanding amount by the debt collecting company.
12. LIMITATION OF LIABILITY
1. Nothing excludes or limits BM’s liability for death or personal injury caused by our negligence, or
for any matter which it would be illegal for BM to exclude or attempt to exclude its liability, or
for fraud or fraudulent misrepresentation or due to a breach of the terms implied by Part II of
the Supply of Goods and Services Act 1982
2. Subject to this, our total liability howsoever arising in connection with these Terms, the provision
of the cleaning services or the agreement between Client and BM shall be limited to £1,000,000
and BM shall not be liable for any losses or claims for compensation which do not arise as a
direct result of the provision of the cleaning services by BM to the Client. Corrections on the
above terms and conditions can be made with the mutual agreement of BM and the Client;
these can be sent to BM via email or post;
3. BM shall not be liable under any circumstances for any loss, expense, damage, delay, costs or
compensation (whether direct, indirect or consequential) which may be suffered or incurred by
the Client arising from or in any way connected with a late arrival of BM Cleaners at the Service
address. Cleaners endeavour to be right on time on any visit but sometimes due to transport-
related and other problems which are beyond the BM’s control, Cleaner may arrive with a delay
or the cleaning visit may be rescheduled;
4. BM shall not be liable under any circumstances for any loss, expense, damage, delay, costs or
compensation, whether direct, indirect or consequential, which may be suffered or incurred by
the Client arising from or in any way connected with:
i. A cleaning job not complete due to the lack of suitable equipment, lack of hot water or
electricity, or equipment not in full working order;
ii. Third party entering or present at the Client’s premises during the cleaning process;
iii. An existing damage to Client’s property in the form of old stains/burns/spillages etc.
which cannot be cleaned/removed completely by the Cleaner using the Client’s cleaning
equipment and materials;
iv. Any damages caused by faulty or not in full working order equipment or materials
supplied by the Client;
v. If the Client has booked a carpet cleaning with us, we cannot be held liable if any
stains and/or dents on the carpets cannot be removed in the course of the cleaning
process. The Client understands and agrees that some stains cannot be removed
completely and BM does not have any responsibility to provide further cleaning or
refunds in case any stains cannot be removed.
vi. If the Client failed to notify us and follow our communication channels via
Email/Whatsapp for any requests regarding any aspects of the job.
vii. Any losses or damages worth £500.00 or less;
5. BM shall not be liable under any circumstances for any loss, expense, damage, delay, costs or
compensation, whether direct, indirect or consequential, which may be suffered or incurred by
the Client arising from or in any way connected with BM carrying out services for the Client if the
Client has an outstanding amount aged 30 days or more from the date the payment was due.
13. GENERAL
BM reserves the right to make any changes to any part of these Terms and Conditions without giving any
prior notice. Whilst BM shall undertake reasonable endeavours to notify the Client, however the Client
agrees to make themselves acquainted with any updates or changes in the text of these Terms.
14. THE LAW
This agreement shall be subject to the Laws of England and Wales and the parties submit to the jurisdiction
of the Courts of England and Wales.
15. SERVICE AGREEMENT
By instructing us to proceed with the provision of our cleaning services, you are deemed to have accepted
and agreed to be bound by our Terms of Service.
16. TRADEMARKS
The Better Maid name, logo, and all product names, company names, and other logos, unless otherwise
noted, are trademarks and/or trade dress of Better Maid Ltd. The use or misuse of any Marks or any other
materials contained on the Site, without the prior written permission of their owner, is expressly
prohibited.
APPENDIX I
Damage Policy
- Reporting damage
1. In the event of damage, this must be reported to Better Maid within 48 hours of the end of the pre-
booked cleaning session. The Client must report damage by sending an email
to info@bettermaid.uk
2. Due to insurance considerations, the Client must provide all relevant information about the damage
and photographs as evidence where applicable.
3. Damage cases can initially be reported via email or phone. All following information must be
submitted via email for clarity, and to ensure a written record of the communication.
4. Within 48 hours of the initial report, Better Maid must be provided with the full information
requested. Without this further information, Better Maid may be limited in their ability to
investigate and that may affect the form of compensation that can be offered.
5. Better Maid shall not be liable for any damage due to faulty goods, ordinary ‘wear & tear’, or as a
result of reasonable use of any cleaning equipment and products.
2. Compensation for damage
- In order to verify the purchase of a replacement for a damaged item, a receipt or bank statement
will need to be provided so the process of assessing compensation can be triggered.
2. When determining fair compensation, Better Maid will consider any depreciation and any wear
and tear into the offer of compensation.
3. Better Maid may offer compensation in the form of credit, repair, replacement or reimbursement.
The form of compensation offered will be at Better Maids’ discretion, and will be determined by the
results of our formal investigation.
4. Whilst every reasonable endeavour will be taken to compensate the Client for the damage suffered,
it must be proved beyond doubt that the damage has indeed resulted from the Cleaner’s or any of
the Better Maid’s sub-contractors or employees.
5. Mutual consent on the method of compensation shall be reached before any compensation is
issued by Better Maid. If no such consent is present, Better Maid reserves the right to refuse
compensation.
6. Insurance excess (£300) is payable by the client as per Clause 10 of these Terms and Conditions.
7. If the Client has been given a Satisfaction Form and that form has been completed and submitted to
Better Maid, the service shall be deemed as performed up to standard and no damage claims will
be entertained after the date of receipt of the Form.
8. Better Maid shall not be liable for any damages as provided in Clause 12 “Limitation of Liability” of
these Terms and Conditions.
V1.7 – 2026