1. Purpose

This policy sets out our procedures and responsibilities if damage occurs to a client’s property during the provision of our cleaning services, in accordance with UK laws and fair trading practices.

2. Our Commitment

We take great care to ensure that our cleaners perform their duties with professionalism and attention. All staff are trained to handle property respectfully and to report any accidental damage immediately.

3. Reporting of Damage

• Any damage caused by a cleaner must be reported to the company office immediately and no later than 24 hours after the incident.
• Clients are also required to report any suspected damage within 24 hours of the service to ensure prompt investigation.

4. Assessment and Liability

• Once reported, the company will investigate the incident and assess whether the damage was:
  1. Accidental and directly caused by the cleaner in the course of their duties.
  2. A result of pre-existing wear, defect, or unsafe condition.
• If the investigation confirms the damage was caused by the cleaner’s actions, the company accepts responsibility for repair or replacement up to the limit of our public liability insurance cover.

5. Responsibility of the Cleaner

• Where the damage is the direct result of negligence or failure to follow company procedures, the cleaner may be required to contribute towards the cost of repair or replacement.
• Any deduction from a cleaner’s pay will comply with the Employment Rights Act 1996 (for employees) or with the agreed contractual terms (for self-employed contractors).

6. Client Compensation and Discounts

• If the company is liable, we will offer one or more of the following, depending on the severity of the damage:
  • Full or partial repair/replacement of the damaged item.
  • A reasonable discount on the service fee (typically between 10%–50% depending on the incident).
  • A credit note for a future service.
• Compensation will not exceed the current market value of the item, and proof of value (receipt or estimate) may be required.

7. Limitations of Liability

The company is not liable for:

• Items of sentimental or irreplaceable value.
• Pre-existing damage or wear.
• Damage caused by faulty equipment, unsafe property conditions, or where the client requested the use of unsuitable cleaning products.
• Indirect losses or consequential damages.

8. Insurance

We maintain Public Liability Insurance and, where applicable, Employers’ Liability Insurance to cover accidental damage caused by our staff in the course of their duties.

9. Governing Law

This policy and any disputes arising under it are governed by the laws of England and Wales (or Scotland/Northern Ireland, depending on jurisdiction).