Terms of Service

Last Updated: June 12, 2026

Welcome to PureOrder End of Tenancy Cleaning London (“we,” “our,” “us”). By booking, confirming, or using our end of tenancy cleaning service, you (“the Client”) acknowledge that you have read, understood, and agreed to the following Terms of Service.

These terms exist to ensure clear communication and fair expectations between both parties.

1. Bookings & Quotes

  1. All bookings must be made through our website, email, WhatsApp, or phone.
  2. Quotes are based strictly on the information, photos, or descriptions provided, including property size, number of bedrooms and bathrooms, and overall condition.
  3. If property details, condition, or size differ from what was shared, the quoted amount may change. Our cleaners will inform you before proceeding with any additional cost.
  4. End of tenancy cleaning is quoted per job, not per hour. Our team stays until the agreed checklist is completed to standard.

2. Access & Property Condition

  1. The Client must provide safe and timely access to the property at the agreed time. Where keys are held by a letting agent, landlord, or concierge, the Client is responsible for arranging collection details in advance.
  2. Any delay caused by access issues (e.g., locked doors, no answer, keys not available) may shorten the cleaning duration or result in a call-out fee.
  3. The property should be empty of personal belongings before our arrival. End of tenancy cleaning is designed for vacated properties, and remaining items will limit what we can clean.
  4. Clutter, personal belongings, or furniture left in a way that blocks access to areas may affect the quality or completeness of the clean.
    • 4.1 Cleaners will not move heavy furniture, large appliances, or excessive clutter.
    • 4.2 If items obstruct cleaning areas, we will clean around them only.
    • 4.3 The Client accepts that results may be limited if belongings or obstacles were not cleared beforehand, and that this may affect the outcome of any inventory check-out.
  5. Clients are responsible for removing valuables or fragile items before the clean. PureOrder is not liable for lost, damaged, or misplaced items.
  6. PureOrder reserves the right to adjust the service scope or duration if the property is not in a condition suitable for cleaning.

3. Service Access, Refusal & Booking Allocation Policy

  1. Service Access & Refusal of Entry: By confirming a booking with PureOrder, the Client agrees to provide full and reasonable access to the property and all agreed service areas at the scheduled time of arrival. If access is denied, restricted, or the service is refused upon the cleaner’s arrival, the booking will be considered fulfilled from an operational standpoint, and the full service fee remains payable. This reflects the allocation of staff, travel time, and operational resources reserved exclusively for that booking.
  2. Cleaner Allocation & Expectations: Cleaner allocation, including the number of cleaners assigned, is determined based on operational requirements, availability, and final booking confirmation. Any references to multiple cleaners in preliminary discussions, estimates, or draft quotes are indicative only and do not form part of the confirmed booking unless explicitly stated in the final invoice or booking confirmation. PureOrder reserves the right to assign one or more cleaners as deemed appropriate to complete the agreed scope within a reasonable timeframe and to the PureOrder standard.
  3. Scope Confirmation: The agreed scope of work is confirmed prior to the booking and forms the basis of service delivery. Refusal of service on the basis of a misunderstanding of cleaner allocation, or assumptions not included in the final confirmed booking, does not constitute valid grounds for cancellation, refund, or non-payment.
  4. Late Cancellations & On-Site Refusal: Any cancellation, refusal, or prevention of service, whether at the point of arrival or within 24 hours of the scheduled booking, will be treated as a same-day cancellation. 100% of the booking value will be charged.
  5. Operational Loss & Liability: PureOrder shall not be liable for any perceived service dissatisfaction where the Client has prevented the service from being carried out or failed to allow the team to complete the agreed scope. In such cases, the booking is deemed non-executable due to Client action, and no refunds or re-cleans will be offered.

4. Payment Terms

  1. Payment is required in full prior to the commencement of any service. Bookings are not confirmed until payment has been received. By confirming a booking, the Client authorises PureOrder to charge the payment method on file before the clean begins.
  2. For long-standing clients, letting agents, and property managers with an established relationship with PureOrder, payment may be processed after the clean has been completed, at our discretion. This arrangement is not guaranteed and remains subject to our standard terms in all other respects.
  3. All payments are processed securely through Stripe using the authorised payment method stored on file. By providing a payment method, the Client confirms that authorisation for card storage and future use was agreed during the original payment setup process. PureOrder will only charge amounts that are due for services scheduled and carried out.
  4. Clients who do not wish to have a payment method stored on file may request its removal at any time. In such cases, manual payment links will be issued instead. This must be communicated to PureOrder prior to the next scheduled booking.
  5. The Client authorises PureOrder to charge the payment method on file for any approved additional charges, re-cleans, or adjustments agreed after the initial payment has been taken.
  6. If our cleaners are unable to complete the full scope of the job because of conditions caused by the Client, including belongings left in the property, blocked areas, lack of access, ongoing works, missing utilities, or any other issue outside our control, the Client remains fully liable for the full booking amount. No discounts or partial refunds will be issued where limitations were caused by the Client’s environment, preparation, or access issues.
  7. Failure to settle payment may result in suspension of future bookings.

5. Price Adjustments

  1. If no accurate pictures or details were provided before booking, and the property requires more time or labour than estimated, the cleaner will notify you upon arrival.
  2. The Client can choose to proceed at an adjusted rate or decline further work.
  3. If the Client declines, a minimum call-out fee may still apply.

6. End of Tenancy Cleaning Scope

  1. Service Overview: Our end of tenancy clean is a detailed, checklist-based service designed to prepare a vacated property for inventory check-out and the return of a tenancy deposit. It is more thorough than a routine domestic clean and covers areas typically assessed during a check-out inspection.
  2. Typical Scope: An end of tenancy clean generally includes the following, where areas are accessible and the property has been emptied:
    • Kitchen
      • Internal and external cleaning of the oven, including racks and trays where removable.
      • Internal and external cleaning of the fridge, freezer (if defrosted in advance), and microwave.
      • Internal and external cleaning of kitchen cupboards and drawers.
      • Degreasing of hob, extractor, splashback, and surrounding surfaces.
      • Descaling of sink and taps.
      • Cleaning of worktops, tiles, and visible appliance exteriors (washing machine, dishwasher).
    • Bathrooms
      • Descaling of taps, shower heads, tiles, and glass screens.
      • Detailed disinfection of toilets, basins, baths, and showers.
      • Grout cleaning where accessible.
      • Polishing of mirrors, glass, and chrome.
      • Cleaning of extractor covers and accessible fittings.
    • Bedrooms & Living Areas
      • Dusting and wiping of skirting boards, door frames, doors, switches, and sockets.
      • Internal cleaning of wardrobes, cupboards, and drawers.
      • Cleaning of window sills and internal window glass where reachable.
      • Vacuuming of all floors, including edges and corners, and mopping of hard floors.
      • Removal of cobwebs from reachable areas.
    • Hallways & Common Areas
      • Cleaning of doors, handles, banisters, and light switches.
      • Spot-cleaning of accessible wall marks where appropriate.
      • Detailed attention to floor edges and corners.
  3. Exclusions: Unless expressly stated in the quotation or booking confirmation, an end of tenancy clean does not automatically include:
    • Professional carpet or upholstery shampooing, or stain removal beyond standard vacuuming.
    • Exterior window cleaning or external areas such as balconies, gardens, sheds, or driveways.
    • Cleaning of walls or ceilings beyond light spot-cleaning of accessible marks.
    • Moving heavy, fixed, plumbed-in, or fragile items, including large wardrobes and white goods.
    • Freezer defrosting. Freezers must be defrosted and emptied at least 24 hours before our arrival.
    • Specialist restoration services, including mould remediation, paint removal, adhesive removal, or repair work.
    • Rubbish removal or disposal of belongings left in the property.
  4. Any specialist or additional services, such as carpet cleaning, must be quoted separately and agreed in advance.

7. Service Completion, Delays, Interruption & Complaints Policy

  1. Service Completion & Interruption: Clients must allow the cleaning team to complete the full agreed scope before assessing the quality of work. Any concerns regarding quality must be raised after the service has been completed, not during. Cleaners follow a structured workflow, meaning certain areas may appear incomplete mid-service. This is normal and does not indicate poor performance.
  2. Delays & Late Access: If the Client is not ready to receive the cleaning team at the agreed start time, the following applies:
    • A delay of 45 minutes or more past the scheduled start time will incur a late fee of £60, charged automatically to the payment method on file.
    • If the delay exceeds 1 hour and 30 minutes from the scheduled start time, the cleaning team reserves the right to leave the property without commencing the clean. In this event, the full booking amount remains payable and no refund or rescheduling will be offered without an additional charge.
  3. Early Termination by Client: If a Client instructs cleaners to leave the property before completion of the agreed service, the service will be considered incomplete due to Client intervention, and the full booking amount remains payable. The Client forfeits the right to request a refund, request a re-clean, or raise complaints regarding areas that were not reached. This applies because the cleaners were prevented from completing the agreed scope through no fault of PureOrder.
  4. Complaints & Post-Service Evidence: Any complaints regarding incomplete or unsatisfactory work must be raised after the cleaners have completed the job and, where possible, conducted a final walkthrough with the Client or their representative. Complaints must give PureOrder the opportunity to rectify the issue via a re-clean before any other recourse is sought. Where cleaners are dismissed early or the service is not allowed to be completed, PureOrder cannot accept post-service complaints regarding incompletion, including photo evidence submitted after the fact.
  5. Operational Time & Labour Commitment: Where cleaners have attended and carried out substantial work, including extended hours on-site, the service is considered delivered in good faith. Full charges apply for all time spent, labour provided, and resources allocated, regardless of early termination by the Client.

8. Re-Clean Guarantee & Complaints Policy

Please note that complaints are only valid where the full service was allowed to be completed. See Section 7 for our policy on early termination and service interruption.

  1. Our end of tenancy cleans are covered by a re-clean guarantee. If the letting agent or landlord raises cleaning-related issues during the inventory check-out, we will return and re-clean the reported areas free of charge, provided the complaint is submitted within 7 days of the original clean.
  2. Complaints must be supported by the check-out report or clear photographs identifying the specific areas of concern, and the property must not have been re-occupied or used between our clean and the check-out inspection.
  3. After 7 days, or where the property has been re-occupied, PureOrder is not responsible for any claims, as property conditions may have changed.
  4. Valid complaints will be reviewed case by case. A re-clean is the standard remedy. Refunds are not guaranteed.
  5. Re-Clean Reporting Responsibility: After a re-clean has been carried out, it is the Client’s responsibility to ensure that all areas of concern have been clearly communicated to us. PureOrder will not offer additional re-cleans for areas that were not mentioned, overlooked, or forgotten by the Client during the complaint or re-clean request.
    • 5.1 No Refund After Re-clean: Once a re-clean has been completed, no refunds will be offered. The re-clean is considered the final resolution for any reported issues, and the Client accepts the outcome as the closing of the complaint.
  6. Deposit Deductions: PureOrder is not party to any tenancy agreement and is not liable for deposit deductions, disputes, or decisions made by landlords, letting agents, or deposit protection schemes. Our responsibility is limited to delivering the agreed cleaning scope and honouring the re-clean guarantee described above.

9. Cancellations & Rescheduling

  1. Any date changes made within 48 hours of the scheduled clean will incur a £60 charge. Same-day changes or cancellations incur a minimum charge of £120, or up to 50% of the total clean cost, whichever is higher. If 50% of the clean exceeds £120, the higher amount will be charged. In some cases where the job value is low, the full booking amount may apply.
  2. If cleaners arrive and cannot gain entry or are refused access, 100% of the full booking value will be charged. Please refer to Section 3.4 for our full policy on on-site refusal and late cancellations.

10. Damage & Breakage

  1. Cleaners handle all work carefully, but PureOrder accepts no liability for accidental damage, wear and tear, or pre-existing issues.
  2. Clients are advised to remove all breakable, delicate, or valuable items before cleaning begins.
  3. Any claim must be reported within 48 hours, after which PureOrder has no obligation to investigate or compensate.

11. Service Limitations

  1. Cleaning results depend on surface type, material, and pre-existing condition. Some stains, limescale, burnt-on carbon, or discoloration may be permanent.
  2. End of tenancy cleaning is performed to industry standard but is not guaranteed to restore the property to a brand-new condition. We cannot reverse damage, heavy wear, or neglect accumulated during a tenancy.
  3. Once the clean is complete, any tradespeople, workers, or occupants entering the property may affect the quality of the clean. PureOrder cannot be held responsible for any dust, marks, or mess introduced after our team has finished. We strongly advise that the property remains unoccupied between our clean and the check-out inspection, as re-occupation will void the re-clean guarantee.
  4. Clutter & Obstructed Areas: If furniture, belongings, or clutter block access to certain areas, cleaners will clean what is safely reachable only. PureOrder is not responsible for reduced quality in areas that could not be accessed or cleaned due to items not being removed prior to our arrival.
  5. PureOrder does not guarantee outcomes beyond reasonable professional effort.

12. Client Responsibilities

  1. Ensure running water, electricity, and lighting are available at the property. End of tenancy cleans cannot be carried out where utilities have been disconnected.
  2. Provide access instructions in advance, including parking, entry codes, and key collection arrangements.
  3. Ensure the property is emptied of personal belongings and the freezer is defrosted before our arrival.
  4. Inform us of any hazards, broken fittings, or special materials before service.
  5. Keep pets and children safely away from the cleaning area if present during the clean.

13. Health & Safety

  1. Cleaners may refuse to work in unsafe, unsanitary, or hazardous conditions.
  2. PureOrder reserves the right to cancel or modify a booking if health or safety risks are identified.
  3. Clients may not request the use of unsafe chemicals or products not approved by PureOrder.
  4. Abuse, aggression, harassment, or disrespectful behaviour towards our cleaners or staff will not be tolerated under any circumstances. PureOrder reserves the right to withdraw service immediately, refuse future bookings, and charge for any time already spent on-site if such behaviour occurs.

14. Data & Privacy

  1. Client details (name, address, contact info) are used solely for booking, billing, and quality purposes.
  2. PureOrder may take internal photographs of areas cleaned solely for quality assurance, training, auditing, and internal documentation, including evidence of completion for check-out purposes. These images are not shared externally unless legally required, requested by the Client for deposit purposes, or permitted.
  3. Any photographs shared publicly (such as on our website, marketing materials, or social media) are only used when the Client has given clear permission after the service. No images will ever be published without explicit consent from the Client.

15. Limitation of Liability

  1. PureOrder, its staff, or subcontractors shall not be held responsible for:
    • 1.1 Any indirect, incidental, or consequential loss, including deposit deductions, lost income, or inconvenience.
    • 1.2 Damage caused by faulty property materials, poor maintenance, or misuse.
    • 1.3 Any event beyond our control (weather, illness, strikes, access restrictions, etc.).
  2. Use of our services is entirely at the Client’s own risk.

16. Service Modifications

We may update prices, availability, or terms at any time without prior notice. Continued use of our services implies acceptance of the latest version of these terms.

For questions, feedback, or booking assistance, email info@pureordercleaning.co.uk or contact us through pureordercleaning.co.uk.