- Purpose of This Policy
This policy outlines the terms and conditions under which cleaning services are to be carried out by service providers (“Cleaners”) engaged by [Your Company Name]. It sets clear expectations regarding service standards, customer satisfaction, payment, working hours, liability, and dispute resolution, in compliance with UK law.
- Service Standards
2.1 All Cleaners must perform their duties with reasonable care and skill in line with the Consumer Rights Act 2015.
2.2 Cleaning must be carried out to a professional standard, leaving the property hygienic, tidy, and reasonably presentable.
2.3 The Agency reserves the right to inspect or request evidence (e.g., photographs) of completed work.
- Customer Satisfaction
3.1 If a client raises concerns regarding unsatisfactory cleaning, the Cleaner must make every reasonable effort to resolve the issue before leaving the property.
3.2 If the matter remains unresolved, the Cleaner may be required to return at a mutually agreed time to re-clean specific areas of concern.
3.3 A reasonable number of re-cleans (normally one additional visit) may be required to ensure customer satisfaction.
3.4 Payment will not be released until the service has been completed to a reasonable standard, as determined by the Agency.
- Handling Unreasonable Complaints
4.1 Where a client makes accusations that appear unreasonable, false, or disproportionate:
- The Cleaner may request that the client remain present to demonstrate the alleged issue.
- The Agency will investigate and request valid reasons before withholding or delaying payment.
4.2 If no reasonable evidence of unsatisfactory work is provided, the Cleaner will be entitled to payment for the service rendered.
- Service Hours and Extensions
5.1 Cleaners are contracted to work only the hours agreed in advance.
5.2 Any request from the client to extend service hours must be approved by the Agency before the Cleaner continues working.
5.3 Cleaners are not entitled to additional pay for hours worked without prior written or verbal approval from the Agency.
5.4 Once approval is granted, additional hours will be paid at the Cleaner’s agreed hourly rate.
- Payment Terms
6.1 Payment will be made once the service has been confirmed as completed to a reasonable standard.
6.2 The Agency may withhold payment where:
- The work is incomplete,
- The quality falls below acceptable standards, or
- The Cleaner has caused damage and the matter is under investigation.
6.3 Payments will not be unreasonably withheld where services have been properly delivered.
- Liability for Damages
7.1 Cleaners are responsible for any damage caused to the client’s property or belongings due to negligence, misuse of equipment, or failure to follow instructions.
7.2 If the Cleaner is found responsible, the cost of repair or replacement may be deducted from their payment, provided the Cleaner has given prior written consent (as required under the Employment Rights Act 1996).
7.3 The Agency may provide insurance cover; however, any claim arising from negligent behaviour may be charged back to the Cleaner.
- Professional Conduct
8.1 Cleaners must act with professionalism, courtesy, and honesty at all times.
8.2 Theft, abusive behaviour, or refusal to complete agreed tasks will result in immediate termination of the agreement.
8.3 Cleaners must respect the privacy and property of clients.
- Health and Safety
9.1 Cleaners must follow all health and safety procedures, including correct use of cleaning products and equipment.
9.2 Any accident or injury on the job must be reported immediately to the Agency.
9.3 Cleaners must not use hazardous substances unless trained and authorised.
- Dispute Resolution
10.1 If disputes arise between the Cleaner and the client, the Agency will act as an independent mediator.
10.2 Both parties must cooperate in providing evidence (photographs, witness statements, etc.).
10.3 If no agreement can be reached, the Agency’s decision will be final, subject to UK consumer and employment law.
- Legal Compliance
11.1 This policy is governed by the laws of England and Wales.
11.2 Nothing in this policy overrides the statutory rights of workers under the Employment Rights Act 1996 or the obligations of service providers under the Consumer Rights Act 2015.
11.3 The Agency reserves the right to update this policy to remain compliant with legislation.