Terms of Business

These Terms of Business set out the terms under which Penny’s Cleaners provides cleaning services to residential and commercial customers. By booking a service with Penny’s Cleaners, you agree to these terms.

1. Payment Terms

1.1. A 60% deposit of the total booking value is required to secure a booking, unless otherwise agreed in writing.

1.2. The remaining 40% balance is payable within 48 hours of completion of the cleaning service, unless an alternative payment arrangement has been agreed in writing in advance of the service taking place.

1.3. For recurring services, payment terms may be agreed separately in accordance to the nature of service require and will be agreed in a separate Terms of Business.

1.4. All invoices must be paid by the payment method provided by Penny’s Cleaners.

Customers should not make payments directly to individual cleaners unless specifically authorised by Penny’s Cleaners.

1.5. Where an invoice remains unpaid after the agreed payment deadline, Penny’s Cleaners reserves the right to suspend or cancel future services until the outstanding balance has been settled.

1. Additional Cleaning Hours

1.1. If additional cleaning time is required beyond the originally booked hours, the additional time must be approved by the customer where reasonably possible.

1.2. Additional hours will be charged at the applicable agreed hourly rate and a revised invoice will be issued .

1.3. Payment for additional hours is due within 48 hours of the revised invoice being issued, unless otherwise agreed.

2. Cleaning Limitations

2.1. For health and safety reasons, cleaners will not move or lift large, heavy, unusually bulky or unsafe furniture or items.

2.2. Cleaners may decline to undertake any task that they reasonably believe presents a risk of injury, damage to property or damage to equipment.

2.3. Customers should inform Penny’s Cleaners in advance of any particularly delicate surfaces, valuable items, unusual cleaning requirements or known risks within the property.

3. Quality Control and Photographs

3.1. Penny’s Cleaners may take photographs before, during or after a cleaning appointment for purposes including quality control, condition records, management review and investigating complaints or disputes.

3.2. Photographs will be handled in accordance with Penny’s Cleaners' privacy practices and will only be used for appropriate business purposes.

3.3. Customers may request that photographs are not taken. However, where photographs are declined, this may limit Penny’s Cleaners' ability to investigate certain complaints relating to the condition of the property before or after a service.

3.4. Photographs may also be used as part of Pennys Cleaner’s promotional material in cases where GDPR will not be breach and no personal identifiable items are exposed. The Customer reserves the right to Opt-out of Pennys Cleaners use of the images by notifying support@pennyscleaners.com within 72 hours of the completed clean.

4. Complaints and Claims

4.1. Customers should raise any complaints or concerns within 24 hours of the incident or completed service by emailing; info@pennyscleaners.com.

4.2. A member of the Penny’s Cleaners team will review the matter and work with the customer to reach a fair and appropriate resolution.

4.3. Complaints submitted after this period may not be accepted or processed, particularly where extend time makes it difficult to establish the condition of the property or the circumstances of the complaint.

4.4. Where a cleaning appointment has been completed, completion of the service does not automatically entitle the customer to a refund. Depending on the circumstances, Penny’s Cleaners may consider an appropriate resolution, which may include a re-clean, partial adjustment of the invoice or another reasonable solution.

4.5. Any resolution will be considered on a case-by-case basis, taking into account the nature of the complaint, the service provided and any relevant evidence available.

5. Cancellation and Rescheduling

5.1. The 60% deposit is used to secure the booking and reserve the agreed date and cleaning team.

5.2. Where a customer provides 7 days' or more notice of cancellation, Penny’s Cleaners may, subject to availability, allow the booking to be rescheduled or the deposit to be retained as a credit towards a future booking.

5.3. Where a customer cancels with less than 7 days' notice, the 60% deposit may be forfeited due to the short notice and the resources reserved for the appointment.

5.4. Where a customer cancels within 48 hours of the scheduled appointment, the 60% deposit will be forfeited.

5.5. Penny’s Cleaners may, at its discretion, allow a cancellation charge or deposit to be transferred to a rescheduled appointment where the booking can be successfully rearranged.

5.6. Rescheduled appointments are subject to availability and are only confirmed once Penny’s Cleaners has acknowledged the new booking.

5.7. If Penny’s Cleaners needs to cancel or substantially change an appointment, the company will make reasonable efforts to provide alternative arrangements.

6. Minimum Booking Notice

6.1. A minimum of 48 hours' notice is required for a cleaning booking.

6.2. Urgent or short-notice requests may be considered depending on cleaner availability.

6.3. Short-notice bookings may be subject to different pricing, which will be confirmed with the customer before the booking is accepted.

7. Access, Keys and Alarm Codes

7.1. Where keys, access cards, alarm codes or other access information are provided, Penny’s Cleaners will take reasonable steps to keep this information secure.

7.2. Access information will only be provided to authorised members of staff or cleaners who require it to carry out the agreed service.

7.3. Customers are responsible for ensuring that Penny’s Cleaners has accurate and working access information.

7.4. Customers must notify Penny’s Cleaners promptly if keys, alarm codes, entry arrangements or access instructions change.

7.5. Penny’s Cleaners cannot be held responsible for delays or missed appointments resulting from incorrect, unavailable or failed access arrangements where the customer was responsible for providing access.

8. Commercial Cleaning and Quality Checks

8.1. For commercial cleaning contracts, Penny’s Cleaners will carry out quality-control spot checks at least quarterly, unless a different inspection schedule has been agreed.

8.2. Additional inspections may be carried out where required to maintain service standards or address specific concerns.

8.3. Quality checks may include reviewing cleaning standards, speaking with relevant site contacts and identifying areas requiring improvement.

9. Property Access and Customer Responsibilities

9.1. Customers are responsible for providing safe and suitable access to the property at the agreed time.

9.2. Customers should inform Penny’s Cleaners in advance of any relevant safety concerns, hazards, pets, alarms, restricted areas or other circumstances that may affect the cleaning service.

9.3. Where a cleaner is unable to safely access the property or carry out the service due to circumstances outside their control, the appointment may be treated as a cancellation or may need to be rescheduled.

9.4. Customers are responsible for ensuring that valuable, fragile or particularly sensitive items are appropriately secured or identified before the cleaning service begins.

10. Damage or Loss

10. 1. Customers should report any alleged damage or loss relating to a cleaning service as soon as reasonably possible no later than 24 hours of the completed appointment.

10. 2. Penny’s Cleaners will review reported incidents fairly and may request photographs, receipts, details of the item or other relevant information when investigating a claim.

10. 3. Penny’s Cleaners cannot accept responsibility for pre-existing damage, normal wear and tear, defective or poorly maintained items, or damage arising from information or risks that were not disclosed to the company before the service.

11. Changes to Cleaning Requirements

11. 1. Customers must inform Penny’s Cleaners if their cleaning requirements materially change.

11. 2. Changes to the size or condition of a property, frequency of cleaning, number of rooms, level of cleaning required or additional tasks may result in changes to the estimated cleaning time and price.

11. 3. Where significant changes are identified, Penny’s Cleaners will discuss the revised requirements and any applicable price changes with the customer before proceeding where reasonably possible.

12. Service Standards

12. 1. Penny’s Cleaners aims to provide a professional, reliable and consistent cleaning service.

12. 2. Our cleaning teams are supported through appropriate training, management oversight and quality-control processes.

12. 3. Penny’s Cleaners may use professional-grade cleaning products and equipment appropriate to the service being provided.

12. 4. We reserve the right to allocate, replace or reassign cleaners where necessary to maintain service standards, subject to availability.

13. Acceptance of Terms

13. 1. By making a booking with Penny’s Cleaners, the customer confirms that they have read and accepted these Terms of Business.

13. 2. Penny’s Cleaners reserves the right to update these terms where necessary.

Customers will be notified of material changes where appropriate.

13. 3. These Terms of Business should be read alongside any applicable quotation, booking confirmation, service agreement and Penny’s Cleaners Privacy Policy.

14. Governing Law

This Contract shall be governed and interpreted in accordance with English Law. If any provision, clause, or part-clause of these Terms is held to be invalid, void, illegal or otherwise unenforceable by any judicial body, the remaining provisions of these Terms will remain in full force and effect to the extent permitted by law.

Any dispute arising in connection with or as a result of this agreement, and which is not solved by mutual agreement. Both Parties irrevocably agree that the courts of England shall have exclusive jurisdiction to settle any dispute unless the parties agree otherwise.

Penny’s Cleaners — founded 2017, registered 2019