These Terms & Conditions set out the basis on which ProExpert Cleaning Ltd provides its cleaning services. They should be read together with the quotation or booking confirmation issued for the relevant service.
1. quotations, bookings & Scope of work
All quotations are prepared using the information provided by the customer at the time of enquiry, including the property size, number of rooms, furnishings, carpets, upholstery, condition and any additional services requested. The quotation covers only the work specifically agreed. If, on arrival, the property condition or scope of work differs materially from the information provided, ProExpert Cleaning Ltd will explain the additional work required and any revised price before proceeding. No additional chargeable work will be carried out without the customer’s agreement.
2. access, parking & property readiness
The customer is responsible for ensuring that ProExpert Cleaning Ltd has safe and timely access to the property at the agreed time, including providing any necessary keys, access codes, concierge instructions or building permissions. Where parking permits, parking charges or congestion-related access arrangements apply, these must be disclosed in advance and any agreed parking costs may be added to the final invoice. The property should be reasonably accessible for the agreed cleaning work. Delays caused by unavailable access, missing keys, restricted entry or circumstances outside our control may affect the completion time and, where significant, may result in additional charges or rescheduling.
3. property condition & additional work
Property condition is assessed as Standard, Heavy or Extreme based on the level of dirt, grease, limescale, staining, build-up and additional labour reasonably required. Where the actual condition is materially different from that described or shown when the quotation was prepared, ProExpert Cleaning Ltd may photograph the relevant areas and will contact the customer before carrying out additional chargeable work. Any revised price or additional time required will be explained and agreed before that work proceeds. If the customer does not approve the revised scope or price, ProExpert Cleaning Ltd may complete only the originally agreed work where reasonably possible, or may reschedule or decline work that cannot be completed safely or to an appropriate standard within the original scope.
4. payment, deposits & outstanding balances
Payment is due in accordance with the quotation, booking confirmation or invoice issued by ProExpert Cleaning Ltd. A deposit may be required for larger bookings or where agreed in advance, and any remaining balance will be payable in accordance with the stated payment terms. Deposits and payments will be credited against the final amount due. Customers are responsible for paying all undisputed amounts by the due date shown on the invoice. Where an amount remains overdue, ProExpert Cleaning Ltd may suspend or decline further services and may take reasonable steps to recover the outstanding balance in accordance with applicable law.
5. cancellations & rescheduling
Customers should notify ProExpert Cleaning Ltd as soon as possible if they need to cancel or reschedule a booking. Any applicable cancellation or rescheduling charge, and the treatment of any deposit already paid, will be as stated in the quotation or booking confirmation and will be subject to applicable law. Where the customer is acting as a consumer and the booking qualifies as a distance or off-premises contract, statutory cancellation rights may apply, including a 14-day cancellation period. If the customer expressly asks for the service to begin during that period, they may be required to pay a proportionate amount for work already carried out, and the right to cancel may end once the service has been fully performed where the legal requirements for this have been met.
Example – in simple terms:
The example below is provided for guidance only and does not replace or override the legal wording above.
You book a cleaning on Monday for Friday of the same week. Friday is still within the 14-day cancellation period, but you ask us to go ahead with the cleaning. If we have already completed part of the work and you then cancel, you may need to pay for the work already carried out. If the cleaning has been fully completed, you would not normally be able to cancel the completed service simply because the original 14-day period has not yet ended, provided the legal requirements have been met.
6. cleaning guarantee & re-clean requests
ProExpert Cleaning Ltd aims to complete all agreed cleaning work to a high professional standard. If a genuine cleaning omission within the agreed scope is identified, we will review the issue and, where appropriate, return to rectify the affected area without an additional cleaning charge.
End of Tenancy Cleaning
For End of Tenancy Cleaning, our complimentary re-clean guarantee applies where a genuine cleaning omission is reported within 48 hours of completion of the service.
Where available, the customer, landlord, letting agent or inventory clerk should provide the relevant inventory report and photographs showing the areas of concern.
The property must remain vacant and substantially unchanged after our cleaning team has completed the service. If new tenants, contractors, removals teams or other persons have entered or occupied the property, we may not be able to determine whether the reported condition existed immediately after the cleaning was completed.
Where the evidence shows that an item within the agreed cleaning scope was genuinely missed, ProExpert Cleaning Ltd will arrange to return and rectify the affected area free of charge within a reasonable time.
Deep Cleaning & Occupied Properties
For Deep Cleaning and other services carried out in an occupied property, any issue under our complimentary re-clean guarantee should be reported as soon as reasonably possible and preferably on the same day, but no later than 24 hours after completion.
Photographs should be provided where reasonably possible.
The complimentary re-clean guarantee applies only where the reported issue can reasonably be attributed to the original cleaning work. It does not apply to new dirt, spills, cooking residue, bathroom use, pet activity, children, visitors, contractors or any other use of the property after the cleaning has been completed.
Where the customer is present at the property, we encourage a brief inspection of the cleaned areas once the service is completed so that any immediate concerns can be raised before the cleaning team leaves.
General Conditions
Our complimentary re-clean guarantee applies only to cleaning items included within the agreed scope of work. It does not cover permanent staining, discolouration, wear and tear, damaged surfaces or fibres, mould damage, rust, burns, deterioration or other conditions that cannot reasonably be removed through professional cleaning.
Nothing in our complimentary re-clean guarantee affects the customer’s statutory rights.
7. permanent staining, damage & cleaning limitations
Professional cleaning can significantly improve the appearance and hygiene of a property, but it cannot always restore damaged, worn or permanently affected materials to their original condition. ProExpert Cleaning Ltd does not guarantee the removal of permanent stains, discolouration, dye transfer, burns, rust, mould staining, etched limescale, wear and tear, damaged fibres, scratched or deteriorated surfaces, or other pre-existing defects that cannot reasonably be removed through professional cleaning. Where reasonably practicable, we may identify or photograph such conditions before or during the service. This limitation does not exclude responsibility for damage caused by a failure by ProExpert Cleaning Ltd to exercise reasonable care and skill, and nothing in these Terms & Conditions affects the customer’s statutory rights.
8. furniture, fragile items & restricted areas
Customers should remove or secure cash, jewellery, important documents, fragile ornaments and other valuable or delicate items before cleaning begins. ProExpert Cleaning Ltd may move light furniture where it is reasonably safe to do so in order to clean accessible areas beneath or behind it. Our team is not required to move items that are excessively heavy, unstable, fixed, fragile or considered unsafe to handle. Areas that cannot be accessed safely, including spaces blocked by furniture or requiring unsafe climbing or dismantling, may be excluded from the service. Where we identify a particular risk, we may ask the customer for instructions before proceeding. Nothing in this section excludes responsibility where loss or damage is caused by a failure by ProExpert Cleaning Ltd to exercise reasonable care and skill.
9. carpet, upholstery, rugs & specialist fabrics
Carpets, upholstery, rugs, curtains and other specialist fabrics can vary significantly in fibre type, construction, age, previous treatment and condition. ProExpert Cleaning Ltd will use appropriate professional cleaning methods based on the information reasonably available and the condition of the item at the time of service.
Customers should tell us in advance about any known delicate fabrics, specialist materials, previous colour loss, shrinkage, water damage, repairs, loose seams, damaged backing, unstable dyes or other concerns that may affect safe cleaning.
While professional cleaning can substantially improve appearance and hygiene, we cannot guarantee the complete removal of every stain, odour or mark, particularly where staining is permanent, chemically altered, deeply absorbed, previously treated or associated with wear, damage or deterioration.
Where there is a reasonable concern about colour-fastness, shrinkage or material stability, we may carry out an appropriate test where practicable, recommend a more limited treatment, or decline to clean an item where the risk of damage is considered unacceptable.
Nothing in this section excludes responsibility where damage is caused by a failure by ProExpert Cleaning Ltd to exercise reasonable care and skill, and nothing in these Terms & Conditions affects the customer’s statutory rights.
10. complaints, accidental damage & resolution
If a customer has a concern about the service, they should contact ProExpert Cleaning Ltd as soon as reasonably possible and provide sufficient details for us to understand the issue. Photographs or other supporting information may be requested where appropriate.
Where a complaint relates to cleaning quality, we may ask for a reasonable opportunity to inspect the affected area and, where appropriate, to put the matter right before any alternative remedy is considered.
If accidental damage is alleged, the customer should notify us promptly and provide reasonable evidence of the damage. ProExpert Cleaning Ltd will review the circumstances, including any relevant photographs, property condition records and information from the cleaning team.
Where ProExpert Cleaning Ltd is responsible for a failure to perform the service with reasonable care and skill, we will deal with the matter in accordance with applicable consumer law. Nothing in this section limits or removes the customer’s statutory rights.
11. delays & circumstances outside our reasonable control
ProExpert Cleaning Ltd will make reasonable efforts to attend and complete the service at the agreed time. However, delays or rescheduling may occasionally be necessary because of circumstances outside our reasonable control, including severe traffic disruption, road closures, building access restrictions, emergencies, illness, equipment failure, utility interruptions or other unexpected events.
If such circumstances materially affect the booking, we will contact the customer as soon as reasonably possible and, where appropriate, agree a revised arrival time or alternative appointment. ProExpert Cleaning Ltd will not be responsible for losses caused solely by events outside our reasonable control, but this does not affect any rights the customer may have under applicable law.
12. photographs, property records & privacy
ProExpert Cleaning Ltd may take photographs of the property where reasonably necessary for quotation purposes, recording pre-existing condition or damage, confirming the scope of work, quality control, supporting a re-clean request, resolving a complaint or dispute, or maintaining an appropriate record of the service provided.
We will aim to photograph only what is reasonably necessary for these purposes and, where practicable, avoid capturing people, personal documents or other unrelated private information. Where photographs contain personal information, they will be handled in accordance with our Privacy Policy and applicable data protection law.
Photographs taken for operational or evidential purposes will not automatically be used for advertising, social media, website galleries or other promotional purposes. Any identifiable photographs intended for marketing will be dealt with separately and, where required, appropriate permission will be obtained.
Further information about how ProExpert Cleaning Ltd collects, uses, stores and protects personal information is provided in our Privacy Policy.
13. statutory rights, governing law & business information
Nothing in these Terms & Conditions is intended to exclude, restrict or reduce any rights or remedies that cannot lawfully be excluded under applicable consumer law. Where the customer is acting as a consumer, ProExpert Cleaning Ltd will provide its services with reasonable care and skill and in accordance with the customer’s statutory rights.
These Terms & Conditions and any contract for services between the customer and ProExpert Cleaning Ltd are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to the customer. Any dispute will be dealt with by the courts having lawful jurisdiction.
ProExpert Cleaning Ltd is a company registered in the United Kingdom. Customers may contact us regarding a booking, complaint or these Terms & Conditions by email at admin@proexpertcleaning.co.uk or by telephone on 07795 414425.
14. changes to these terms & conditions
ProExpert Cleaning Ltd may update these Terms & Conditions from time to time to reflect changes in our services, business practices, legal requirements or regulatory guidance. The version applicable to a booking will normally be the version made available to the customer when that booking is confirmed. Changes published after a booking has been confirmed will not retrospectively alter the agreed terms of that booking unless required by law or expressly agreed by both parties. The date of the latest update will be shown on this page.
Last update: 30 August 2026