Domestic Cleaning London’s booking terms in plain English: what sets a price, when money changes hands, how to cancel, what the cleaner needs from you and the return visit that comes with an end of tenancy clean.
Throughout this page, “we” is Domestic Cleaning London and “you” is whoever made the booking. Questions about any of it go to the office: phone 020 3519 6415 (open 8am to 7pm on all seven days) or write to office@domesticcleaninglondon.org. The terms cover bookings taken over the phone, by email and from the website form alike.
Who does the cleaning
Cleaners take work through us on a self-employed basis, and every one of them has been vetted and trained. Bookings, prices and complaints all run through the office. On regular cleaning we try to keep you with one cleaner, though we cannot tie the booking to a named person for good, and some postcodes have no regular cleaner close enough to take you on. You will hear which applies to your address before anything is agreed.
How the price is worked out
Two things decide a price: the rates published on our prices page, and the details you give the office, such as the postcode, how big the home is, which rooms or items need doing and how often. You get the figure before the booking goes ahead. Whatever it costs us to reach your part of London is built into that figure and never appears as an extra line.
Regular visits are paid by the hour and last 3 hours at the least. One-off and deep cleans are paid for each cleaner’s hour, plus £30 for the equipment and products the cleaners carry in; the smallest booking is two cleaners working three hours. End of tenancy has one figure per property size, and a home with an unusual layout is costed room by room during the call. Nothing one-off is booked below £67. Ironing and office cleaning have no published rate; the office works them out when you call. If you want someone to see the home first, a viewing is £20 and a carpet inspection £22, both charged apart from the clean.
Parking
When there is nowhere free to stop, the cost of a street bay or pay-and-display goes on your bill at the amount actually paid, capped at £40 per visit. A driveway space or a visitor permit avoids that charge, so mention either one when booking.
Regular cleaning
A regular booking is a fixed slot, weekly or fortnightly. The household provides everything the cleaner uses (vacuum, mop, bucket, cloths and products), which is the main difference from a one-off clean. The opening visit is a trial and costs £26 an hour. From then on it is £23 an hour for weekly cleaning and £24 an hour for fortnightly.
Nothing is paid upfront. Either pay the cleaner on the day of each visit or settle the monthly invoice the office sends. Both sides get four weeks to settle in. Beyond that point, you or we can end the arrangement with 14 days’ notice. Calling off one visit inside two working days of it costs you half of that visit.
One-off, deep, after builders and end of tenancy cleans
Here the cleaners carry their own equipment and products. We ask for half the price in advance, paid by card or bank transfer, and your date is reserved from the moment that payment lands.
Cancel or rearrange 48 hours or more before the start and the deposit is repaid or moves with the booking. Inside that window, £50 of the deposit is kept, except where you are cancelling under your 14-day right, explained below.
Cancelling under consumer law
A booking made by phone, by email or on this website can be cancelled for any reason within 14 days, counting from the day you made it. Ring or email the office to do so. If no work has started yet, the whole deposit comes back to you. Should you want the clean to happen inside those 14 days, ask for an early start at the time of booking; cancelling after that means paying only for the work carried out up to the moment you let us know. Once the clean has been completed at your request, the 14-day right comes to an end. Nothing on this page reduces these rights.
Getting in, water, power and heating
Be home to open the door at the agreed time, or agree in advance how the cleaner will get in. For an end of tenancy clean, the keys can be collected from and returned to the letting agent. Water, electricity and heating must stay on until the cleaners leave; a kitchen cannot be degreased in the dark or with cold taps. Put away valuables and anything breakable you would rather nobody handled, and warn us about delicate surfaces like unsealed wood, marble or limestone.
The end of tenancy return visit
Should the check-out report from an inventory clerk or letting agent flag something we cleaned, let the office know within 48 hours of the check-out. A cleaner will then go back and redo it. Carpet and upholstery work sits outside this. The Consumer Rights Act 2015 requires us to do every clean with reasonable care and skill; if a clean falls short of that, you can ask us to redo the work or to lower the price. The return visit is an extra arrangement on top of those rights, and it applies to end of tenancy cleans alone.
Carpet, rug and upholstery work
Our carpet method is hot water extraction using portable machines, taken a room at a time; rugs get cleaned on the spot, wherever they lie. There is no promise that a given stain or smell will go. The cleaner can say what normally shifts, and some marks never do. Drying usually takes a few hours if windows are opened or the heating is put on, though we do not commit to a time. Tell the office about any fabric that is delicate or has lost its care label, so the cleaner knows before starting. Leather and suede, pelmets and swags are priced on a call.
Complaints and damage
Ring or email the office soon after the visit and explain what is wrong and where. Every complaint is looked into, and the office will get back to you with what can be done. End of tenancy problems follow the return visit rules above.
If the cleaner is careless and something is damaged or lost as a result, that is our responsibility, as is anything the law will not let a business exclude, such as death or personal injury through negligence. We are not liable for faults that were there before the visit, for example a loose tile, threadbare carpet, sun-faded fabric or a badly fixed fitting, nor for losses no one could reasonably have foreseen at the time of booking. Report damage the moment you spot it. None of this takes away your statutory rights.
Your details
The information you give us is used to quote for, book and carry out your clean. Storage, access and how long it is kept are explained in our privacy policy.
Updates and the law that applies
These terms can change. A booking follows whichever version was published here when it was made. The law of England and Wales applies, and the courts of England and Wales hear any dispute.