Terms & Conditions

These Terms & Conditions apply to cleaning services provided by Turnkey Clean to residential, commercial, landlord, property management, Airbnb and other customers.

In these terms, “Turnkey Clean”, “we”, “us” and “our” refer to the cleaning service provider, and “customer”, “you” and “your” refer to the person or organisation requesting or purchasing our services.

Any individually agreed written quotation, service agreement or commercial contract will take priority over these general terms where there is a conflict.

Turnkey Clean provides professional cleaning services which may include:

• home cleaning;
• deep and one-off cleaning;
• commercial and workplace cleaning;
• property and end-of-tenancy cleaning;
• Airbnb and short-term rental turnover cleaning;
• move-in and move-out cleaning;
• optional cleaning extras; and
• recurring cleaning arrangements.

The exact work included in your service will depend on the cleaning package, quotation or other agreement confirmed with you.

Submitting a form through our website normally creates a cleaning or quotation request. It does not automatically mean that Turnkey Clean has accepted the booking.

Any automatic confirmation message or email simply confirms that we have received your request unless it expressly says that your booking has been confirmed.

We may review information such as the property size, condition, cleaning requirements, photographs, optional extras, location and requested date before providing or confirming a final quotation.

A service becomes confirmed when we expressly accept your booking, you accept a quotation where one is required and any required deposit or advance payment has been received.

We are not obliged to accept every request. Where a requested date or time is unavailable, we may offer an alternative.

Unless clearly stated otherwise, prices shown on the Turnkey Clean website are starting prices.

For example, a service displayed as “From £55 per clean” means £55 is the starting price for that service and is not necessarily the final amount payable for every property.

Final pricing may depend on:

• property size;
• property condition;
• level of cleaning required;
• number of rooms or bathrooms;
• selected optional extras;
• access requirements;
• location and travel where relevant;
• specialist cleaning requirements; and
• any information or photographs provided with the request.

Where we provide a specific quotation, that quotation will normally replace the general starting price shown on the website for that particular job.

If the property or work required materially differs from the information provided when the quotation was prepared, we may discuss a revised price with you before completing additional work.

We will not intentionally add material additional charges without informing you where reasonably possible.

We may require a deposit or advance payment before confirming certain bookings.

This may apply in particular to one-off cleaning, deep cleaning, end-of-tenancy work, larger properties, specialist jobs or first-time customers.

The amount and payment deadline will be communicated before the booking is confirmed.

Any deposit paid will normally be deducted from the total amount due for the cleaning service.

Deposits and cancellation charges will be handled fairly and with regard to the losses reasonably caused by a cancellation.

The applicable payment terms will be confirmed with your quotation, booking confirmation, invoice or service agreement.

For one-off residential services, any remaining balance may be payable on completion of the cleaning unless another arrangement has been agreed.

Recurring residential, commercial, Airbnb or property management customers may be offered invoicing or other agreed payment arrangements.

Where an invoice includes a payment deadline, payment must be made by that date.

Accepted payment methods will be communicated through the website, quotation, invoice or directly by Turnkey Clean.

Where the customer is acting in the course of business and an undisputed invoice becomes overdue, Turnkey Clean may exercise any rights available under applicable UK late-payment legislation.

This may include statutory interest and permitted debt recovery costs where the relevant legal requirements are met.

You must provide accurate and reasonably complete information about the property and the cleaning work requested.

You are responsible for ensuring that our cleaning team can gain safe and reasonable access to the property at the agreed time.

You should inform us in advance of:

• fragile or valuable items;
• delicate or specialist surfaces;
• known defects or existing damage;
• hazardous materials;
• pets or animals at the property;
• security or alarm procedures;
• restricted areas;
• parking or access restrictions; and
• anything else that could reasonably affect the safe performance of the cleaning.

Valuable items, confidential documents, cash and particularly fragile objects should be safely secured before cleaning begins.

Unless otherwise agreed, you should ensure that normal water and electricity supplies required for cleaning are available.

Where keys, access codes, lockbox information or other access instructions are provided, you confirm that you have authority to provide them.

We will take reasonable care when handling access information.

Customers should inform us promptly if access arrangements change before a scheduled clean.

We aim to attend at the confirmed date and time.

Minor delays may occasionally arise because of traffic, weather, previous jobs, emergencies or other circumstances outside our reasonable control.

Where a significant delay occurs, we will make reasonable efforts to inform you and agree an appropriate solution.

If you need to cancel or reschedule a confirmed cleaning, please contact us as early as possible.

Unless your quotation or service agreement states otherwise, cancellations made at least 24 hours before the confirmed appointment will normally not attract a cancellation charge.

For cancellations made with less than 24 hours notice, we may charge a reasonable amount to cover losses directly resulting from the cancellation, including reserved staff time, travel or other costs already incurred.

We will not automatically treat every late cancellation as entitling us to the entire booking price where that would exceed our reasonable loss.

Different cancellation terms may be agreed for recurring commercial arrangements or larger projects.

If our team attends the property at the confirmed time but cannot gain access because suitable access arrangements were not provided, the appointment may be treated in the same way as a late cancellation.

We may charge a reasonable amount reflecting losses caused by the failed appointment.

This does not affect situations where access failed because of something for which Turnkey Clean was responsible.

In exceptional circumstances we may need to cancel or rearrange a cleaning appointment.

This could happen because of illness, unsafe conditions, severe weather, transport issues, emergencies or other events outside our reasonable control.

Where possible, we will offer an alternative appointment.

If we cancel a service and cannot reasonably provide an alternative, any amount paid specifically for the unperformed service will be refunded where appropriate.

We will provide our services with reasonable care and skill.

Cleaning results can be affected by factors such as age, permanent staining, wear, damaged surfaces, mould, limescale, discolouration, deterioration and the condition of materials.

We cannot guarantee that every stain, mark or defect can be completely removed.

A cleaning service does not include repair, restoration, pest treatment, specialist hazardous-material removal or other work unless specifically agreed.

If you believe something has been missed or the cleaning has not been carried out as agreed, please contact us as soon as reasonably possible.

Providing photographs or other relevant information may help us investigate the issue quickly.

Where a complaint is valid, we may offer an appropriate remedy, which may include returning to correct the affected area, agreeing a proportionate adjustment or another reasonable solution depending on the circumstances.

Nothing in these terms removes the legal rights of consumers where services have not been performed with reasonable care and skill.

If our team causes accidental damage during a cleaning service, please notify us as soon as reasonably possible so that the circumstances can be investigated.

We are not responsible for damage that existed before our service began.

We may also not be responsible where damage results from a defective, unstable, worn, improperly installed or unsuitable item or surface, particularly where the relevant condition was not reasonably apparent beforehand.

Customers should disclose known vulnerabilities or special cleaning instructions before work begins.

Nothing in these terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these terms is intended to exclude or restrict liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded.

We will not be responsible for losses caused by inaccurate or incomplete information supplied by the customer, undisclosed existing defects or circumstances outside our reasonable control, except where the law provides otherwise.

For business customers, any additional limitation of liability may be agreed in a separate commercial cleaning contract.

If you are a consumer and enter into a contract with Turnkey Clean online, by telephone or away from our business premises, you may have statutory cancellation rights.

Where a statutory cancellation period applies, information about that right should be provided as required by law.

If you expressly ask us to begin providing a service during an applicable cancellation period, you may be required to pay for services properly provided before you exercise your right to cancel, where the law permits.

Nothing in these terms is intended to remove any cancellation right provided by consumer law.

Weekly, monthly or other recurring cleaning arrangements may be agreed with residential or commercial customers.

The frequency, price, payment arrangements and any minimum commitment will be confirmed separately.

Unless a fixed-term agreement has been expressly agreed, recurring cleaning arrangements may generally be cancelled by either party by providing reasonable notice.

Any specific notice period included in a commercial or recurring service agreement will apply provided it is lawful and fair.

For Airbnb, short-term rental, landlord and managed property customers, additional services may include linen changes, laundry, turnover preparation or basic property checks where agreed.

Unless specifically agreed, property checks are visual operational checks only and are not structural, electrical, gas, safety or professional property inspections.

The customer remains responsible for ensuring that the property complies with any legal, licensing and safety obligations applicable to the accommodation.

Customers may provide property photographs to help us assess a cleaning request or prepare a quotation.

Our team may also take reasonable before-and-after or condition photographs where needed to record the state of a property, document cleaning work or address a complaint or damage issue.

Operational photographs will not automatically be used for advertising or social media. Where identifiable customer property photographs are to be used for marketing purposes, we will obtain appropriate permission where required.

We process personal information in accordance with applicable UK data protection law.

Information about the personal information we collect, why we use it and your rights is available in our Privacy Policy.

We will not be responsible for failing to provide a service on time where this results from an event outside our reasonable control.

This may include severe weather, major transport disruption, utility failures, emergency restrictions, serious illness, natural disasters or other exceptional events.

We will take reasonable steps to reduce the effect of such an event and arrange an alternative where reasonably possible.

Unless expressly stated otherwise, a person who is not a party to a contract with Turnkey Clean does not have a right to enforce these terms.

These Terms & Conditions and any contract between you and Turnkey Clean will be governed by the laws applicable in the part of the United Kingdom in which Turnkey Clean is established, subject to any mandatory rights available to consumers.

If Turnkey Clean is registered in England and Wales, these terms should be interpreted under the law of England and Wales.

We may update these Terms & Conditions from time to time to reflect changes to our services, booking process, payment arrangements or legal requirements.

The terms that apply to a particular booking will normally be the version in effect when the relevant contract is formed, unless a later change is lawfully agreed.

If any part of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply so far as legally possible.