Terms of service

Booking and prices

The price you see before you confirm is the price you pay. It covers the cleaner's time, professional products and equipment. If the property is materially different from what you described — far larger, or in a much worse state — we will call you before starting and agree a new price. You are never charged more without your agreement.

A booking is confirmed when we send you a confirmation email with a reference beginning BMC-. Slots are held on a first-come basis.

Paying

• On the day — cash or card to your cleaner once the work is done.
• Bank transfer — details are on your invoice and in your confirmation email.
• Card online — handled securely by Stripe. We never see your card number.

An invoice is issued with every booking and becomes your receipt once paid, showing the amount, the date and how you paid. Nothing is taken in advance unless you choose to pay by card at the time of booking.

Changing or cancelling

Change or cancel free of charge up to 24 hours before the start time, using the link in your confirmation email or from your account. Inside 24 hours we may charge up to 50% of the price, because the cleaner has already turned down other work. If we ever have to cancel, you pay nothing and we will offer you the next available slot.

Our 72-hour guarantee

If anything has been missed, tell us within 72 hours of the clean and we will return and put it right free of charge. We may ask for photographs. The guarantee covers cleaning that was part of the booking; it does not cover damage that was already there, or work you did not book.

Getting in

Please make sure we can get in at the time booked — be there, leave a key with a neighbour, or use a key safe and tell us the code in the booking notes. If we cannot get in and cannot reach you within 30 minutes we have to treat it as a late cancellation.

Please also make sure there is running water and electricity, and tell us about anything we should know: pets, alarms, fragile items, or areas to leave alone.

Photographs of the work

Your cleaner photographs the rooms before and after so both of us have a record of what was done. These are shown only to you, your cleaner and our office. Full-size images are deleted after 60 days. If you would rather we did not photograph, just say so in the booking notes.

What we cannot do

Our cleaners will not move heavy furniture, use ladders above two steps, handle biohazards, or clean the outside of upper-floor windows. Where an item is already damaged, worn or fragile, cleaning it is at your risk — tell us and we will leave it alone.

If something goes wrong

We are insured for public liability and for accidental damage caused by our cleaners. Report any damage within 72 hours so we can investigate while the facts are fresh. Our liability is limited to putting the work right or refunding what you paid for it, except where the law does not allow that limit — nothing here removes your legal rights as a consumer.

Regular cleaning

Weekly and fortnightly cleans continue until you tell us to stop. Give us a week's notice to pause or cancel. Prices are reviewed once a year and we will always write to you first.

Marketing emails

We only email offers and news to people who asked for them by ticking the box when booking or creating an account. Every one has an unsubscribe link, and one click stops them. Emails about a booking you have made — confirmations, reminders, receipts — are part of the service and are sent regardless.

Your information

How we handle your details is set out in our privacy policy. In short: we use it to do the job, we never sell it, and you can ask for it back or deleted at any time.

Complaints

Call 020 8137 0752 or email hello@bookmycleaning.co.uk. We answer complaints within two working days and aim to resolve them within five.

The law that applies

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.