Terms and Conditions

 

 

TERMS AND CONDITIONS Last updated: 17th June 2025

IMPORTANT NOTICE

These Terms and Conditions (“Terms”) govern the relationship between Maid in the UK Ltd (“the Company”, “we”, “us”) and any client (“you”, “the Client”) who books cleaning services (“Services”) via our website, email, telephone, or any other means. By booking a Service, you agree to be bound by these Terms.

1 WHO WE ARE

1.1 Maid in the UK Ltd is a company registered in England under company number 12441706 with its registered office at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ.

1.2 We act as a professional cleaning agency. When you book a service with us, you enter into a contract with Maid in the UK Ltd directly for the provision of cleaning services.

1.3 Maid in the UK Ltd fulfils the services requested by subcontracting the work to independent self-employed labour contractors (“Labour Contractors”). These Labour Contractors are not employees, workers, or agents of Maid in the UK Ltd. They are engaged on a subcontract basis to carry out the services on our behalf.

1.4 We are responsible for coordinating service delivery, client liaison, payment processing, and ensuring service standards are upheld.

2 BOOKINGS AND CONFIRMATION

2.1 Clients submit booking requests based on their cleaning needs, preferences, and availability windows. Maid in the UK will then allocate a Labour Contractor who agrees to deliver the service within the requested time range (e.g., after business closing hours or before opening times). Labour Contractors retain control over the precise time of service within those ranges, subject to Client access and agreement.

2.2 Your booking request constitutes an offer. A binding contract is formed between you and Maid in the UK Ltd when we send a Confirmation Email.

2.3 You agree not to engage any Labour Contractor privately outside of our platform for 12 months after your last booking. Breach of this clause will result in a compensation fee of up to £1,500.

2.4 Arrival Window: All bookings are subject to a 30-minute arrival window either side of the scheduled start time to allow for travel, unforeseen delays, or schedule changes. Clients must ensure access is available throughout this period. Delays within this window do not qualify as missed appointments or grounds for refund.

3 NATURE OF SERVICES

3.1 Services include regular, one-off, deep, end-of-tenancy, and commercial cleaning. Maid in the UK Ltd reserves the right to appoint subcontracted Labour Contractors for any service.

3.2 Clients must provide suitable, safe, and functioning cleaning equipment and products for regular cleaning sessions excluding deep cleaning, oven cleaning, window cleaning and end of tenancy cleaning. All products must be safe for residential or commercial use and stored in accessible locations. Maid in the UK Ltd does not provide chemicals or equipment unless expressly agreed for deep cleans or specialist services. Labour Contractors reserve the right to decline use of unsafe or unsuitable materials. The Company accepts no liability for outcomes resulting from the use of client-supplied products. The Client is also required to replenish all cleaning chemicals and supplies when supply runs low.

3.3 Minimum durations apply:

Domestic cleaning: 2 hours

Deep/end of tenancy cleaning: 5 hours

Commercial cleaning: 2 hours

3.4 Labour Contractors may send a substitute to carry out a booking, subject to Maid in the UK’s approval.

3.5 Holiday & Sickness Cover: Maid in the UK Ltd will make reasonable efforts to provide cover in the event of a Labour Contractor’s absence due to illness or annual leave. While continuity of service is important, we cannot guarantee a replacement in all circumstances. In cases of short-notice absence, including same-day sickness, we will notify the Client as soon as possible. For commercial clients, the agreed service fee may still apply even if cover cannot be arranged, reflecting the administrative, insurance, and coordination provisions in place. For domestic clients, if we are unable to provide cover and the session is missed, no charge will apply. Clients will be informed if alternative arrangements are required.

3.6 Labour Contractors determine how they carry out the cleaning tasks, provided they meet reasonable service standards. Maid in the UK may request photos for quality assurance., provided they meet reasonable service standards. Maid in the UK may request photos for quality assurance.

3.7 External Cleaning: Our services do not include the cleaning of exterior areas such as building façades, outer walls, external windows, car parks, footpaths, or grounds maintenance, including sweeping outdoor areas. This exclusion is due to the increased risks associated with external cleaning (e.g., exposure to hazardous waste, biological contaminants such as animal faeces, and outdoor slip/trip hazards), which are not covered by our public liability insurance. Clients must seek a specialist provider for any such requirements. Our services do not include the cleaning of exterior areas such as building façades, outer walls, external windows, car parks, footpaths, or grounds maintenance, including sweeping outdoor areas. This exclusion is due to the increased risks associated with external cleaning (e.g., exposure to hazardous waste, biological contaminants such as animal faeces, and outdoor slip/trip hazards), which are not covered by our public liability insurance. Clients must seek a specialist provider for any such requirements.

4 Keys

4.1 Clients may request Labour Contractors to hold keys after the first session. A key holding fee of £2 per clean may apply.

4.2 Clients must ensure that all locks and alarm systems can be easily operated and provide access instructions in writing at least 24 hours before the booking.

4.3 Key returns must be arranged in advance. Returns may incur courier or admin fees. Maid in the UK is not liable for untracked postal losses.

4.4 Lost or Misplaced Keys: Maid in the UK Ltd accepts no responsibility for lost keys where handover is not documented or signed. Clients must notify us immediately of any lost, stolen, or missing keys.

4.5 Alarm Codes and Access Systems: If alarm codes or digital access instructions are provided by the Client, they must be accurate, tested, and clearly communicated in writing. Maid in the UK Ltd is not responsible for any activation of alarms due to incorrect codes or access failures unless caused by proven negligence. Clients are advised to test codes before the scheduled clean and to notify us of any changes in advance. Where keys are held by Labour Contractors, they are stored securely and used solely for the purpose of accessing the property for scheduled cleaning services. Maid in the UK Ltd is not liable for misuse or damage arising from unauthorised access not attributable to our Labour Contractors.

4.6 Off-Site Key Collection: If Labour Contractors are required to collect keys from a location other than the service address, an administrative fee may apply. The Client must provide full instructions and ensure that keys are available for collection at the agreed time and place. Maid in the UK Ltd is not liable for delays or missed appointments resulting from unavailable keys or incorrect information. Where the off-site key collection point is more than 0.5 miles from the service address, an additional fee of £30 (excluding VAT) may be charged to cover travel time and associated logistics. If the key is not ready upon arrival, or if additional travel is required due to last-minute changes or unavailability, a further waiting time charge of £10 per 15 minutes may apply.

4.7 Courier, Postal or In-Person Key Returns: If keys must be returned via courier, post, or by hand to a location other than the service address, the Client assumes all risk for any delays or losses in transit. Tracked postal or courier services are strongly advised. Maid in the UK Ltd disclaims responsibility for delays or loss once keys are in transit. If a Labour Contractor is required to return keys to a third-party location, a return fee of £30 will apply unless it coincides with the final day of cleaning.

4.8 Client Key Return and Additional Copies: Where keys are returned directly to the Client at the end of a service, the return must be arranged in advance and confirmed in writing. If key return requires an additional visit or coordination outside the final clean, a charge of £30 (excluding VAT) will apply. Maid in the UK Ltd strongly advises Clients to retain a second copy of the property key. We are not liable for delays, missed cleans, or access issues resulting from the loss or misplacement of a single key. Any request to cut duplicate keys for operational continuity must be agreed in writing and may be subject to a reasonable service charge and reimbursement of key cutting costs.

4.9 Proof of Collection: Clients are encouraged to request a signed handover form or photo documentation when keys are collected from external locations or third parties. Failure to do so may limit Maid in the UK Ltd’s ability to investigate or resolve disputes.

4.10 Key Drop-Off: Return of keys to an alternative location (e.g., estate agent, concierge) must be arranged in advance and may incur a separate fee similar to clause

4.11. If drop-off is missed due to incorrect instructions or delays outside our control, we reserve the right to charge for reattempts or storage.

5 LIABILITY

5.1 Complaints must be reported to hello@maidin-theuk.co.uk within 72 hours of service, including photographic evidence if applicable. The cleaning guarantee outlined in Clause 8.5 applies for a maximum of 7 days following the completion of the service. The Client agrees to allow Maid in the UK Ltd and/or the Labour Contractor a reasonable opportunity to return to the property to inspect and, if necessary, re-clean any disputed areas before engaging a third party or refusing payment. If access for inspection or re-cleaning is denied, or if the Client refuses the opportunity for resolution, Maid in the UK Ltd will not be held liable for any further complaints, nor will refunds or compensatory claims be entertained.

5.2 The Labour Contractor is responsible for rectifying any faults in a reasonable time frame. Maid in the UK will coordinate and support remediation but holds no direct liability for the performance of the subcontracted work beyond this facilitation.

5.3 Liability is excluded for: • Pre-existing damage or wear and tear • Improper or unsafe client-provided equipment • Damage from incorrect client instructions • Specialist items cleaned without explicit guidance • Delays caused by traffic or access issues • Damage to items which require specialist or non-standard care or cleaning products where the Contractor’s attention has not been specifically drawn to such requirements or where the Contractor has followed incorrect care instructions provided by you • Pre-existing wear and tear, damage, defects or faults in your property, its contents or your belongings • Stains, scratches, burns, ingrained dirt and other marks which cannot be removed with industry standard cleaning methods and materials • Shrinkage of carpets where such shrinkage is caused by the poor fitting of such carpets • Your failure to allow carpets to dry adequately before replacing furniture • Wear or discolouration of fabric which becomes more apparent as a result of cleaning • Any deterioration, damage, or substandard results arising from incorrect care instructions, uncommunicated special treatment needs, faulty materials, or limitations of standard cleaning techniques

5.4 While we strive to maintain high standards of professionalism and accuracy, human error or oversight may occasionally occur. Maid in the UK Ltd will make reasonable efforts to address any genuine issues promptly. However, we do not accept liability for minor errors or omissions that do not materially impact the quality or outcome of the service.

5.5 Concurrent Work by Other Contractors: If other contractors (e.g., builders, decorators, movers) are present on-site during or after our cleaning service, Maid in the UK Ltd cannot guarantee the quality or longevity of the clean. We accept no liability for dirt, damage, or disruption caused by third-party contractors. Clients are advised to schedule cleaning services after all other works are complete to ensure optimal results and satisfaction. Maid in the UK Ltd will make reasonable efforts to address any genuine issues promptly. However, we do not accept liability for minor errors or omissions that do not materially impact the quality or outcome of the service.

5.6 Disputed Damage and Pre-existing Conditions: Maid in the UK Ltd and its Labour Contractors will not be held responsible for alleged damage to items or property where photographic or inspection evidence reasonably suggests that the damage existed prior to the cleaning. Clients claiming an item or surface was previously undamaged must provide supporting evidence. Where surfaces or areas already show signs of wear, markings, or defects, we may deem a claim to be invalid. Claims based on subjective assessments, unsupported statements, or undocumented conditions will not be upheld. Clients are encouraged to request pre-clean inspection documentation if they wish to formally record the condition of specific areas before service begins. Clients may be required to provide proof of purchase, receipts, or documentation evidencing the original value and condition of the item in question. Failure to provide reasonable proof may result in the claim being denied.

5.7 Accidents and Third-Party Injury: Maid in the UK Ltd and its Labour Contractors take reasonable precautions to carry out services safely. However, we are not liable for injuries to persons (including Clients, visitors, or third parties) that occur due to unsafe premises, failure to restrict access to active cleaning areas (e.g., wet floors), or factors outside our control. Clients are responsible for ensuring the safety of the environment during and after service, including the provision of wet floor signage in commercial premises. Any personal injury claims will fall under the scope of our public liability insurance, subject to the applicable £250 excess and administrative fee.

5.8 Damage Policy: A full explanation of our damage reporting process, limits of liability, and compensation approach is set out in our separate Damage Policy, which forms part of these Terms and Conditions. For a complete understanding of how damage claims are assessed, including examples, evidence requirements, and compensation limits, we strongly encourage clients to review the full policy here: https://maidin-theuk.co.uk/damage-policy/                

6 CANCELLATION POLICY

6.1 Cancellations made with more than 24 hours’ notice incur no charge. Less than 24 hours: 100% fee applies.

6.2 If a Labour Contractor must wait more than 10 minutes due to access issues, a £20 charge applies.

6.3 The Client is responsible for ensuring the accuracy of all booking details, including the correct date, time, and location. If a booking is made in error and the Labour Contractor is turned away or cannot access the property, a £65 fee will be charged to cover the contractor’s time and associated coordination costs.

6.4 Labour Contractors reserve the right to cancel or reschedule a service in cases where an accident or unexpected circumstances have befallen the Client. Maid in the UK Ltd will make reasonable efforts to accommodate a rescheduled booking where appropriate.

7 INSURANCE

7.1 Maid in the UK Ltd holds public liability insurance up to £2,000,000 via JMG. Clients are responsible for any excess. The current policy includes an insurance excess of £250, which the Client agrees to cover in the event of any valid claim involving accidental damage or liability. Clients acknowledge that where they wish to pursue a damage claim under Maid in the UK Ltd’s insurance policy, they agree to cover the applicable excess and administrative fee. This allows the Company to offer coordinated claims support and faster resolution. Alternatively, Clients may choose to pursue direct recourse against the Labour Contractor, in which case insurance support may not be available. In addition, Maid in the UK Ltd reserves the right to charge an administrative handling fee of up to £50 per claim to cover time and costs incurred in coordinating and processing claims. This fee excludes VAT and will be applied in addition to any applicable insurance excess.

7.2 Maid in the UK Ltd provides services primarily to commercial clients. While we take all reasonable precautions during service delivery, we recommend that any high-risk or sensitive items (e.g., unsecured devices, confidential documents, or high-value electronics) be stored securely before service. Maid in the UK Ltd is not liable for damage or loss to such items unless caused by proven negligence.

8 SPECIALIST CLEANING SERVICES

8.1 Deep cleans and end of tenancy cleans exclude services such as curtain washing, outdoor windows, or waste removal unless explicitly stated.

8.2 Clients must ensure hot water and electricity are available. If not, full charges may still apply.

8.3 Refunds are not offered once a service has been delivered, including for one-off, deep, or end-of-tenancy cleans. These services are intensive and tailored, and as such are non-refundable once commenced. A re-clean may be offered at the discretion of Maid in the UK Ltd if a genuine issue is reported within 48 hours and access is granted. Maid in the UK Ltd reserves the right to offer no more than one re-clean per service. Requests made after this period will not be considered. These services are intensive and tailored, and as such are non-refundable once commenced. A re-clean may be offered at the discretion of Maid in the UK Ltd if a genuine issue is reported within 48 hours and access is granted. Requests made after this period will not be considered.

8.4 Rubbish and Waste Removal: Maid in the UK Ltd does not offer waste disposal or off-site rubbish removal services. Labour Contractors may bag internal waste generated during cleaning (e.g., dust, packaging), but removal from the premises is excluded. This includes general waste, sanitary waste, bulk rubbish, hazardous materials, and biological waste. Due to health, safety, and insurance limitations, clients must arrange waste removal via a licensed waste carrier where applicable. Maid in the UK Ltd does not offer waste disposal or off-site rubbish removal services. Labour Contractors may bag internal waste generated during cleaning (e.g., dust, packaging), but removal from the premises is excluded. This includes general waste, sanitary waste, bulk rubbish, hazardous materials, and biological waste. Due to health, safety, and insurance limitations, clients must arrange waste removal via a licensed waste carrier where applicable.

8.5 Inspection: For one-off, deep, or end-of-tenancy cleaning services, the Client or their appointed representative must be present at the start and end of the service to conduct an inspection. Any concerns must be raised on the day of service, and where possible, rectified immediately. If the Client or representative leaves before the post-clean inspection is completed or fails to sign any provided inspection sheet, Maid in the UK Ltd will consider the service completed to a satisfactory standard. Maid in the UK Ltd will not be held liable for issues reported after the session without a timely inspection.

Where access is denied for a re-clean, Maid in the UK Ltd shall not be held liable for any associated costs, losses, or claims resulting from the inability to re-enter the property and perform corrective services.

Maid in the UK’s cleaning guarantee applies for seven calendar days from the date the cleaning is completed. This guarantee applies only to one-off, deep, or end-of-tenancy services. Regular or commercial cleaning services are excluded from this guarantee unless expressly stated in writing. Complaints submitted after this period will not be considered.

Maid in the UK Ltd cannot guarantee the quality or completeness of End of Tenancy cleaning services if people or personal belongings remain in the property during or after the time of cleaning.

Labour Contractors are not responsible for cleaning inside freezers that have not been properly defrosted in advance. In such cases, the cleaner reserves the right to return solely for this task once defrosting has been completed by the Client. the Client or their appointed representative must be present at the start and end of the service to conduct an inspection. Any concerns must be raised on the day of service, and where possible, rectified immediately. Maid in the UK Ltd will not be held liable for issues reported after the session without a timely inspection.

8.6 Maid in the UK Ltd may appoint external contractors for oven cleaning, window cleaning, or other specialist services. In these cases, the external contractor’s insurance and liability policies shall apply. Maid in the UK Ltd will inform Clients in advance when third-party providers are engaged. We are not liable for loss, damage, or service quality issues related to the performance or conduct of these external contractors. The Client acknowledges that any claims arising from such services must be directed to the third-party provider and not to Maid in the UK Ltd.

8.7 Delay Disclaimer: Maid in the UK Ltd will make every effort to attend appointments on time. However, we do not accept liability for indirect or consequential loss, including but not limited to business disruption, loss of income, or inconvenience, resulting from delays. Clients are advised to allow flexibility in scheduling and to avoid relying on cleaning appointments as prerequisites for other time-sensitive engagements.

8.8 Clients must accurately describe the condition and type of clean required when booking (e.g., deep clean vs. post-construction clean). If upon arrival the Labour Contractor identifies that the service booked is not suitable for the site conditions—such as excessive debris, building dust, or post-renovation residue—we reserve the right to adjust the quote or decline to proceed until a revised agreement is made. Where services cannot proceed due to undisclosed or misrepresented site conditions, a minimum call-out fee of £65 (excluding VAT) may apply.

9 COMMERCIAL SERVICES

9.1 Commercial cleaning contracts are entered into directly with Maid in the UK Ltd and last for 12 months unless otherwise agreed.

9.2 Maid in the UK Ltd fulfils its contractual obligations by allocating work to vetted and approved self-employed Labour Contractors.

9.3 Commercial clients must provide 30 days’ written notice to cancel services early. Cancellation terms, including any applicable fees, will be specified in the individual commercial service agreement.

9.4 Maid in the UK may manage cleaning stock for an optional monthly fee.

9.5 Where stock management is requested, Maid in the UK Ltd will oversee replenishment of stock as needed. Clients are responsible for advising on any specific brand or product requirements in advance.

9.6 In the event that a scheduled commercial clean is missed or not carried out, the Client remains liable for the associated charge. This is due to the operational, insurance, and administrative resources involved in planning and supporting the service. While goodwill credits or refunds may have been offered to select clients in the past, this will no longer apply moving forward. Missed cleans do not warrant a refund or credit unless explicitly agreed in writing by Maid in the UK Ltd., the Client remains liable for the associated charge. This is due to the operational, insurance, and administrative resources involved in planning and supporting the service. While goodwill credits or refunds may have been offered to select clients in the past, this will no longer apply moving forward. Missed cleans do not warrant a refund or credit unless explicitly agreed in writing by Maid in the UK Ltd.

9.7 Pre-Start Site Inspection: For commercial cleaning contracts, Maid in the UK Ltd may require a site inspection prior to the commencement of services. This is to assess access, cleaning requirements, safety considerations, and logistical arrangements. A visual inspection of the current condition of the premises may be carried out, and photographic evidence or written notes may be recorded. The Client agrees to provide access and cooperate in facilitating this inspection. Service commencement may be delayed or adjusted if the site conditions differ materially from those initially described.

10 PAYMENT

10.1 For one-off cleans, payment is automatically charged at the end of the service via Stripe using the card details provided at booking. All major debit and credit cards are accepted.

10.1.1 For deep cleans and end of tenancy cleans, a 50% deposit is required upfront to secure the booking. The remaining balance will be charged upon completion of the service.

10.1.2 Commercial clients are invoiced monthly, and payments are collected via direct debit. Invoices will be provided in advance of each billing period.

10.2 Late payments incur a 10% penalty after 30 days and may be referred to collections. For commercial cleaning contracts, an additional administrative charge of £100 may apply for late payments. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts. Services may be paused or terminated until payment is received.

10.3 All fees are exclusive of VAT. Our VAT number is 410837811.

11 CONGESTION, ULEZ & PARKING

11.1 These charges are passed on to the Client unless otherwise agreed in writing.

12 DATA PROTECTION (GDPR)

12.1 Maid in the UK Ltd processes your data in accordance with the General Data Protection Regulation (GDPR).

12.2 We collect and use your personal data (such as name, contact information, service address, and booking history) to:

Arrange and deliver cleaning services

Subcontract services to Labour Contractors

Process payments

Contact you regarding bookings

Maintain records for accounting and legal compliance

12.3 We do not sell your personal data to third parties. Your information is only shared with authorised Labour Contractors and service providers on a need-to-know basis for the provision of services.

12.4 You may request access, correction, or deletion of your data at any time by contacting us at hello@maidin-theuk.co.uk.

13 FORCE MAJEURE

13.1 We are not liable for delays or failures caused by events beyond our control, including natural disasters, strikes, or transport disruption.

14 GENERAL

14.1 Protection of Labour Contractors and Staff: Maid in the UK Ltd has a duty of care to the Labour Contractors and representatives who deliver services on our behalf. Clients must treat all personnel with respect and courtesy. Any form of physical aggression, verbal abuse, harassment, intimidation, or discriminatory behaviour (including but not limited to racism, homophobia, sexism, or ableism) towards Labour Contractors or Company representatives will result in immediate suspension or termination of services without refund. Maid in the UK Ltd reserves the right to pursue legal action or report serious incidents to the appropriate authorities.

14.2 Opening Hours and Holiday Periods: Maid in the UK Ltd operates year-round with the exception of an annual closure from 16th December to 4th January. During this period, our administrative office is closed, and no one-off, deep, or end-of-tenancy cleans will be scheduled. However, commercial cleaning services will continue as agreed, unless otherwise notified. Clients requesting cleaning services during public or company holidays must arrange this in advance. Maid in the UK Ltd reserves the right to limit or adjust service availability during peak periods or holidays, and any such adjustments will be communicated in writing where applicable.

14.3 Unsociable Hours: Services may be carried out during unsociable hours, defined as before 7:00 AM or after 9:00 PM, including weekends, depending on Client requirements or operational needs. Maid in the UK Ltd may apply a surcharge for services delivered during these times. Clients must ensure safe access and readiness of the premises for such services. Maid in the UK Ltd is not liable for disturbances or disruptions arising from cleaning carried out during these hours if previously agreed. Clients are responsible for notifying relevant stakeholders (e.g., neighbours, security personnel) in advance, where applicable.

14.4 Emotional Distress and Conduct Claims: Maid in the UK Ltd maintains a zero-tolerance policy for discrimination and inappropriate behaviour by its representatives. However, we do not accept liability for claims of emotional distress, defamation, or alleged discrimination (including but not limited to racism, sexism, or homophobia) unless proven in a court of law. Any concerns of this nature must be submitted in writing with supporting evidence. We take such reports seriously and will review them in line with our internal procedures, but the Company shall not be held liable for unproven or unsubstantiated allegations.

14.5 Legal and Conduct Limitation of Liability: Maid in the UK Ltd and its representatives act with professionalism and respect. However, we do not accept liability for alleged emotional distress, psychological harm, reputational damage, or similar claims unless there is a court finding of proven misconduct or negligence directly attributable to the Company. We also expressly deny liability for any allegations of racism, homophobia, sexism, or discriminatory conduct unless such claims are legally established through due process. All concerns of this nature must be raised in writing with supporting evidence. Maid in the UK Ltd reserves the right to investigate internally and take action as appropriate, but shall not be liable for unsubstantiated claims or consequential damages.

14.6 Governing Law: These Terms are governed by the laws of England and Wales. Any disputes shall be resolved exclusively in the English courts.

14.7 Assignment: You may not transfer this agreement to any third party without our written consent.

14.8 Revisions to Terms: These Terms may be updated from time to time. By continuing to use our services, you agree to the revised Terms.

14.9 Pricing Amendments and Quotes: Prices for services are subject to change at any time to reflect market conditions, inflation, changes in operational costs, or other relevant factors. Prices displayed on our website are indicative and apply primarily to one-off general cleaning services. For deep cleans, end-of-tenancy services, commercial cleaning, or any customised service, clients must contact Maid in the UK Ltd directly to obtain an accurate quote. We reserve the right to amend any quoted or listed prices in line with updated assessments or changing requirements.

14.11 Quotation Validity: All service quotations provided by Maid in the UK Ltd are valid for 14 days from the date issued unless otherwise stated in writing. Quotations are based on information provided at the time of request and may be subject to adjustment following any changes to service requirements or site conditions. Acceptance of a quotation does not guarantee service availability unless confirmed in writing.

14.12 Promotional Offers and Discounts: Maid in the UK Ltd may run limited-time offers, promotions, or discounts. These are subject to availability and may be withdrawn at any time without notice. Offers cannot be combined unless explicitly stated and must be applied at the time of booking. Past promotional rates or historical pricing do not apply retrospectively.

14.13 Gift Cards: Maid in the UK Ltd offers digital gift cards for use on eligible services. Gift cards are non-refundable, non-transferable, and cannot be redeemed for cash. Each card is valid for 12 months from the date of issue unless otherwise stated. Use of gift cards is subject to standard booking terms, and availability of services cannot be guaranteed without advance booking.

15 DOMESTIC CLEANING

15.1 Domestic Cleaning Overview: Domestic cleaning includes general home cleaning tasks such as dusting, vacuuming, kitchen and bathroom cleaning, and surface wiping. It excludes specialist services unless specifically agreed in writing.

15.2 Client Responsibilities: Clients must provide suitable and safe cleaning equipment and products for domestic cleaning appointments. Labour Contractors may refuse to use products deemed unsafe or unsuitable.

15.3 Refunds and Credits: Maid in the UK Ltd does not offer refunds for completed domestic cleaning services. If the Client is dissatisfied and notifies us within 72 hours of service, we may, at our discretion, offer a service credit equivalent to the original booking value (excluding oven cleaning). This credit is valid for 12 months from the date of issue and can be redeemed against any future domestic cleaning services. Credits are non-transferable and non-refundable.

15.4 Booking Terms: Domestic cleaning appointments are subject to availability and confirmation. Minimum booking duration is 2 hours. Amendments to bookings must be made at least 24 hours in advance to avoid cancellation fees.

15.5 Valuables and Personal Items: Clients are advised to store valuables, fragile items, and sensitive materials in a secure location before the start of any domestic cleaning session. Maid in the UK Ltd and its Labour Contractors are not responsible for the loss or damage of items that are not securely stored.

15.6 Time Allocation: Domestic cleaning services are scheduled based on the time booked. If Labour Contractors assess that additional time is needed to complete the requested tasks, we will notify the Client and provide the option to extend the session at the applicable hourly rate. Additional time must be agreed in writing before it is added. If extra time is not approved, only the work that can reasonably be completed within the original timeframe will be carried out.

16 GENERAL

16.1 Pricing Amendments and Quotes: Prices for services are subject to change at any time to reflect market conditions, inflation, changes in operational costs, or other relevant factors. Prices displayed on our website are indicative and apply primarily to one-off general cleaning services. For deep cleans, end-of-tenancy services, commercial cleaning, or any customised service, clients must contact Maid in the UK Ltd directly to obtain an accurate quote. We reserve the right to amend any quoted or listed prices in line with updated assessments or changing requirements.

16.2 Quotation Validity: All service quotations provided by Maid in the UK Ltd are valid for 14 days from the date issued unless otherwise stated in writing. Quotations are based on information provided at the time of request and may be subject to adjustment following any changes to service requirements or site conditions. Acceptance of a quotation does not guarantee service availability unless confirmed in writing.

16.3 Promotional Offers and Discounts: Maid in the UK Ltd may run limited-time offers, promotions, or discounts. These are subject to availability and may be withdrawn at any time without notice. Offers cannot be combined unless explicitly stated and must be applied at the time of booking. Past promotional rates or historical pricing do not apply retrospectively.

16.4 Gift Cards: Maid in the UK Ltd offers digital gift cards for use on eligible services. Gift cards are non-refundable, non-transferable, and cannot be redeemed for cash. Each card is valid for 12 months from the date of issue unless otherwise stated. Use of gift cards is subject to standard booking terms, and availability of services cannot be guaranteed without advance booking.

17 Privacy Policy

17. 1 We process information about you in accordance with our Privacy Policy. By using our Website, you consent to such processing and you warrant that all data provided by you is accurate.

18 CONTACT

18.1 For any questions, complaints or GDPR-related enquiries, please contact: Email: hello@maidin-theuk.co.uk Post: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ We aim to respond within 7 working days.

 

Services Terms and Conditions

Last updated on 1st January 2021.

Important notice about your contract

This document, together with any documents referred to in it tells you the terms and conditions on which we supply any of our cleaning services (Services), whether detailed in our advertising materials or on our website at www.maidin-theuk.co.uk (our website), or otherwise.  Please read these terms and conditions (Terms) carefully and make sure that you understand them before ordering any Services from us.  By ordering any of our Services (whether by telephone, email, via our website or otherwise), you agree to be bound by these Terms. You should print a copy of these Terms for future reference.

   1.    INFORMATION ABOUT US

1.         We are Maid in the UK Ltd, a company registered in England and registered under company number 12441706 whose registered office is located at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ

Maid in the UK Ltd acts as an online introductory agent for a range of Cleaning Contractors and is authorised by such Cleaning Contractors to enter into contracts with you on their behalf. We will discuss your requirements with you, either by telephone or email. Once you have confirmed that you wish to go ahead with the agreed work at the agreed price, we will accept your Order by sending you a confirmation of booking by email, at which stage the contract is made.

Maid in the UK reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.

1. 2. Cleaning Contractors provide such services strictly as self-employed contractors and not as employees, workers or agents of Maid in the UK. Maid in the UK’s role is to provide a referral network of Cleaning Contractors for Clients and to facilitate the booking and payment process.
2. 3. Our contract with you is limited to provision of use of our Website, phone or email. Your Cleaning Contractor is responsible for providing the Services to you and you have a direct contract between you and the Cleaning Contractor concerning the provision of Services. This contract does not include us. You and the Cleaning Contractor are responsible for any taxes arising as a result of the Services.
3. 4. We undertake checks of Cleaning Contractors before they join our platform, with some of this process reliant on information from third parties. You acknowledge that, in carrying out any checks, we may be reliant on information supplied by third parties and we cannot guarantee that such information is accurate. You use these Cleaning Contractors at your own risk.

2. BOOKING AND CONFIRMATION

1. Booking: When booking for services through Maid in the UK either by telephone, email or website, Maid in the UK will expect you to have read and understood the Terms and Conditions on the website. Maid in the UK will then provide a non-binding estimate based on the information you have provided. If you choose to proceed with the booking, your request to provide the Services will constitute an offer. Maid in the UK Ltd will then send you the First Confirmation Email setting out the price and other details of your booking. The First Confirmation Email will constitute the acceptance of your offer along with other confirmation email such as Appointment Reminder emails. Your contract with the Contractor will come into force and these Terms will be binding when you proceed to engage with Maid in the UK.

1.1 Maid in the UK may also get in contact with you by telephone following your email enquiry as a way to collate or confirm information about your enquiry and to offer an accurate price. When bookings are completed Maid in the UK will issue you a receipt by either the payment processor Square up or Stripe that Maid in the UK uses to process all payments. After completing a booking on our Website you will receive an email from us acknowledging that we have received your Booking. Please note that this does not mean that your Booking has been confirmed. All Bookings are subject to acceptance by us, and once accepted, we will send you a “Confirmation” email on behalf of the selected Cleaning Contractor. The contracts between us and you and between you and the Cleaning Contractor will only be formed once we send you the Confirmation email. Maid in the UK will send a Confirmation email of your booking within 24 hours. For Clients joining Maid in the UK before January 2021, who booked and may not have received an email confirmation, but received an appointment reminder, then this is still considered as acceptance of an appointment. If Clients were not happy to book for cleaning then it is expected for the Client to cancel should they wish not to have an appointment with Maid in the UK.

2. Second Confirmation Email: At any time up to the day before your appointment, Maid in the UK Ltd might send you the Second Confirmation Email to reconfirm your booking.

3. Poaching: You agree that you will not seek to engage privately with any Services from any Cleaning Contractor other than via Maid in the UK for the duration of this agreement and in the 12 months after termination of this agreement. If a Cleaning Contractor suggests to provide Services to you other than through Maid in the UK, you must refuse any offer and inform Maid in the UK instantly. If you accept any such offer or if you make a similar offer to a Cleaning Contractor, you will be required to compensate us in respect of any losses we suffer as a result up to a maximum of £1500.

 

4. DOMESTIC CLEANING

1. Products & Equipment: For regular /one off cleaning, the client is expected to provide the Cleaning Contractor with all cleaning chemicals, small tools and equipment. Stated prior to booking, Clients can request for cleaners to supply their own materials at the additional cost of £4, but this will exclude equipment such as Vacuum and mop/bucket as Contractors typically use public transport to travel to jobs. For all deep cleaning, Cleaning Contractors will be bring their own cleaning materials and Equipment. All cleaning equipment provided by the Client should be safe and in full working order.

2. Cleaning times: Minimum cleaning time for regular cleaning is 2 hours. If more time is required, the Cleaning Contractor will discuss this with the Client and allow the client to decide whether or not to extend the session. Either the Client or Cleaning Contractor should contact Maid in the UK stating the change in time. Maid in the UK reserve the right to charge the Client for any additional time accrued once the session has completed. If the Client does not give permission for extending time, then the Cleaning Contractor will only provide cleaning during the original booked time and only clean priority areas decided by the Client.

2.1 Maid in the UK reserves the right to charge for the minimum cleaning time even if it is less than 2 hours.

3. Cleaning booking time: Cleaning Contractors endeavour to arrive at the booking time, but this may not be possible in busier areas or during peak hours. Delays with London traffic and roadworks, or other unexpected events might cause a Cleaning Contractor to arrive later than the booking time. All Clients are expected to allow a 30-minute window frame to allow Cleaning Contractors to travel especially during peak hours such as 8am – 11am or 2pm -5pm across London. 

4. Substitution: The Cleaning Contractor is not obligated to personally perform the services and may use substitutes with the prior agreement of Maid in the UK (and on passing company background check). In this case, the Cleaning Contractor shall be solely responsible for the direction and control of such personnel. The Cleaning Contractor also assumes full responsibility for all payment, including without limitation tax, National Insurance, pension contributions and holiday pay to that subcontractor.

4.1 Maid in the UK reserves the right to use sub-contractors for any of its cleaning services and without providing any prior notification. Our standard cleaning guarantee will apply.

5. Supervision: Maid in the UK nor the Client control the cleaning technique demonstrated by a Cleaning Contractor whilst they carry out their service. Clients can rate a job evaluation for the Cleaning Contractor after the job has been completed. Maid in the UK may conduct quality checks to ensure Cleaning Contractors are working to the required standard, we may the Cleaning Contractor to send before and after photos as part of inspection. In either case, if the required standards are not met then the Cleaning Contractor is terminated and reassigned.

6. Marketing: The selected Cleaning Contractor will occasionally take photos of the areas they have cleaned within the home for quality and training purposes or to showcase examples of work on the Maid in the UK social media profiles such as Facebook, Instagram, Google, Linkedin and Maid in the UK Website as a way to help Cleaning Contractors attract more custom. These photos will only include objects and not humans subjects or confidential information.

7. Alarm/Security: The Cleaning Contractor is not responsible for triggering any alarms. The Client is responsible to provide all key codes/alarm instructions for deactivation/activation of any household alarm systems and share with the Cleaning Contractor and Maid in the UK.

8. Deep Cleaning: The Cleaning Contractor(s) will attend a deep cleaning for a minimum of 5 hours and will clean all areas excluding the External of windows, Balcony, Blinds, Carpet and Upholstery.

8.1 One off deep cleans: The Client is expected to be present at the start and at the end of the booking, or throughout the entire booking.

8.2 Chemicals: The Cleaning Contractor will supply their own cleaning chemicals and equipment necessary to perform a deep clean. If a ladder is required, the Client is responsible to notify the Cleaning Contractor more than 24 hours before the booking date. Failure to do so, and the Cleaner is unable to clean as result of inaccurate information Maid in the UK can exercise their right to cancel the booking and charge the full booking price, plus a £65.00 fee

9. One off cleans: The Client is expected to be present at the start and at the end of the booking, or during the entire booking.

2 KEYS

1. Keys: The Client can choose if they wish to provide keys to the Cleaning Contractor, but only after the first session to ensure the Cleaning Contractor is the right match. The Client must notify Maid in the UK after the first session that you aim to give the keys to the Cleaning Contractor. Giving the Cleaning Contractor and Maid in the UK responsibility to hold keys will be at an additional cost of £2 per clean which will be added onto each booking. Cleaning Contractors and Maid in the UK will provide the Client a holding service. All keys will be unmarked for security and only for the authorisation of the selected Cleaning Contractor.

2 Key Collection: The Cleaning Contractor can pick up keys at time convenient time for the Client and Cleaning Contractor and from the service location or another address prior to the booking at a charge of £10 to cover travelling expenses plus £5 for administration fees. You will allow the Cleaning Contractor to gain access to your property only on the scheduled cleaning day(s) using the key provided which is held by the Cleaning Contractor and monitored by Maid in the UK. 

3 Key Access: Keys must open and close all locks without special effort or skill. If the property is protected by an alarm, you must provide full written details of how to disable and reset it, along with alarm codes and send this to Maid in the UK by email prior to booking or at least 24 hours before the scheduled clean.

3 Key Return: If you require the return of any keys on completion or cancellation of the Services, you must give reasonable notice of this request to Maid in the UK Ltd or the Cleaning Contractor prior to completion or cancellation of the services and the Cleaning Contractor can hand the keys back on the last day of the clean to avoid accruing charges. If not possible, the Client will make arrangements with Maid in the UK for the return of the keys to be hand delivered at the cost of £10 plus £5 administration fees or posted either as an unregistered first class post with Royal Mail, or as a next day guaranteed delivery. Maid in the UK will not be liable for any post lost.

3.1 The Client will cover the postage and packaging costs determined by Royal Mail, which will be solely at the risk of the Client should the post get lost. Maid in the UK can arrange for next day signed for at the Clients will. The Client will cover any postage costs accrued, plus Maid in the UK’s administration fee of £5

 

4. LIABILITY

1. In the unlikely event that the Services have not been provided in accordance with the contract Please contact Maid in the UK Ltd and explain the problem as soon as reasonably possible and in any case within the period of 72 hours following discovery of the problem with supporting evidence to hello@maidin-theuk.co.uk. Please see here for Damage Policy.

2.1 Please give Maid in the UK Ltd a reasonable opportunity to investigate the problem and, if the Contractor was at fault, arrange for the Contractor to correct, repair or fix any defect; and

2.2 The Contractor will use every effort to correct, repair or fix defects as soon as reasonably practicable if such problems or defects are found to have been caused by the Contractor. You will not have to pay for the Contractor to correct, repair or fix a defect with the Services under this clause

2.3 If it is impossible for the Contractor to remedy the problem, or the Contractor fails to put things right within a reasonable time, then you will be entitled to a reasonable reduction in the price of the Services.

2.4 For the avoidance of doubt, the Contractor shall have no responsibility or liability under clause 3.6  in relation to any of the following:

2.5 your failure to notify Maid in the UK Ltd of any defect with the Services within the period of 72 hours following your discovery of such defect;

2.6 disruption to the Services or damage to your property or belongings caused by third parties who are present on site during the performance of the Services by the Contractor;

2.7  damage or defects caused by your negligence, wilful act or faulty workmanship, or that of any third party engaged or authorised by you to carry out any work for you;

2.8 damage to items which require specialist or non-standard care or cleaning products where the Contractor’s attention has not be specifically drawn to such requirements or where the Contractor has followed incorrect care instructions provided by you;

2.9 pre-existing wear and tear, damage, defects or faults in your property, its contents or your belongings;

2.10 stains, scratches, burns, ingrained dirt and other marks which cannot be removed with industry standard cleaning methods and materials;

2.11 shrinkage of carpets where such shrinkage is caused by the poor fitting of such carpets;

2.12 your failure to allow carpets to dry adequately before replacing furniture;

2.13 wear or discolouration of fabric which becomes more apparent as a result of cleaning.

3. Remediation: If it is impossible for the Cleaning Contractor to remedy the problem, or the Contractor fails to put things right within a reasonable time, then you will be entitled to a reasonable reduction in the price of the Services.

4. Disruption: The Cleaning Contractor nor Maid in the UK be responsible or liable for any costs relating to any damage to a Client’s property or belongings caused by third parties who are present on site during the performance of the Services by the Cleaning Contractor.

4.Specialist care: The Cleaning Contractor is not responsible for damage to items which require specialist or non-standard care or cleaning products where the Contractor’s attention has not be specifically drawn to such requirements or where the Contractor has followed incorrect care instructions provided by the Client.

5. Maid in the UK nor the Cleaning Contractor is responsible for the outcome of a service as a result of faulty equipment, or lack of cleaning materials.

5.1 Maid in the UK nor the Cleaning Contractor be financially responsible for damages caused by faulty products/equipment provided by the Customer.

5.1.2 Maid in the UK nor the Cleaning Contractor financially responsible for any damages caused by faulty or broken items which lead to other damages.

6. Maid in the UK will not be responsible nor financially liable for key loss, Key misuse, key misplacement if the Client originally failed to notify Maid in the UK about providing the Cleaning Contractor with the key.

7. Key Loss: Keys that are provided by the client for any services are given to the cleaner unmarked and cannot be tracked by an unauthorised person. All keys will have a code that Maid in the UK records for security purposes. In the unlikely event that keys are misplaced by the cleaner, then a £25 payment will be made to the client to cover the cost of a replacement set of keys and this also relates to all other services where keys were handled by the Cleaning Contractor.

8. Contact details: The Client nor the Cleaning Contractor will exchange contact details and allow Maid in the UK to properly manage bookings.

5. CANCELLATION

 

1. Booking cancellations or requests to reschedule are allowed (without charge) if more than 24-hours notice is given before the scheduled booking start time. For cancellations or reschedule requests made within 24-hours, a 100% cancellation fee will be applied equal to the full price of the initial booking.

1. We reserve the right to cancel or reschedule a booking at any time up to the scheduled start time of the job (and without charge) if a Cleaning Contractor or substitute is unable to make the initial scheduled Booking.

3.  If a Cleaning Contractor arrives at your property and has to wait more than 10 minutes after the session is due, then a charge of £16 will apply which equates to 1 hour of cleaning. If the Cleaning Contractor is turned away because it is no longer convenient, or nobody is home to let them in, faulty key access, water supply or power issues, then Maid in the UK reserves the right to charge the client the full price, plus a £20 administration fee.

4. Bank/seasonal holidays: Maid in the UK reserve the right to cancel the booking without notice if the booking occurs on public holidays, but will give the Client the opportunity to reschedule the session without charge. If the Client wishes to have a booking on a bank holiday then the selected Cleaning Contractor can decide against working on Bank holiday, and Maid in the UK will assign the booking to another Cleaning Contractor, but a rate of £25 per hour.

6. INSURANCE

1. Insurance: Maid in the UK holds public liability insurance to the value of £2,000,000 with Hiscox Insurance Provider. There are excesses of at least £250, depending on the specific type of claim, which will be at your cost. 

2. Security: The Cleaning Contractor cannot be relied on to grant access to the property to any third parties unless given permission to do so in writing by the Client, and Maid in the UK will not be responsible for any events as a result of granting access to a third party property.

3. Valuable items: Items excluded from Maid in the UK liability include: cash, jewellery, art, antiques and items of sentimental value. Refund for items of sentimental/personal value will be made only at its current cash value.

3.1 Maid in the UK request all irreplaceable items (whether monetarily or sentimentally valuable) be stored away and/or not cleaned by the cleaning Contractors.

4. Arrival times/Cleaning times: Arrival times are an estimate. Maid in the UK will not be liable, under any circumstances, for missed/cancelled appointment costs or any other costs owing to delayed arrival or completion times.

7. END OF TENANCY CLEANING

1. Services: The End of Tenancy Cleaning, One Off/Spring Cleaning and an After Builders Cleaning do not include cleaning of: walls, ceilings, curtains, inside mounted shutters, blinds, venetian blinds, exterior windows, exterior shutters, balcony, patio, gardens, washing up, laundry and professional carpet and upholstery cleaning.

2. Keys: If a Cleaning Contractor needs to collect keys from a third party’s address outside the postal code of the premises where work is to be carried out then a £10.00 charge will apply.

3. Equipment: The Cleaning Contractor will supply all cleaning chemicals and Equipment. If ladders are required to reach high areas then this must be stated at the time of booking.

4. General: The Client is to ensure that hot running water and electricity is provided and that there are no blocked drains. An additional charge of £50 will be applied if we have to unblock drains. Should no electricity or running water be provided we are permitted to leave the property and will not be liable, under any circumstances, for any costs associated with the cleaning not being carried out.

5. Personal Belongings: The Client must ensure that all personal belongings are completely moved out otherwise an additional £50 may be charged. Where belongings are present our cleaning guarantee will not apply to that area.

6. Removal: Rubbish or waste removal is not part of the end of tenancy/deep clean/after builds cleaning service and the Cleaning Contractor(s) will not be responsible for the removal of waste.

7. Cancellation: If more than 24-hours notice is given there will be no charge. If less than 24 hours notice then there will be a £50 cancellation fee.

7.1 The Client is liable for any mistakes they make regarding incorrect bookings. If a booking dates is incorrect, and the cleaners are turned away a £65 fee will be paid by the Customer.

7.2 The Cleaning Contractor(s) has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the Client.

8.  Refunds: No refund claims will be considered for Carpet cleaning or End of Tenancy/ deep or after builds cleaning once the cleaning service has been carried out. We do not have a refund policy once the service has been provided.

9. Inspection: The Company requires the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are needed, should be made on the same day.

9.1 The client is expected to sign and complete a Service level agreement, at the end of the completed service. If a Client is not completely satisfied with the cleaning services, the Company will re-clean any areas and item/s before the completion of the service on the same day.

10. Work conditions: The Cleaning Contractor reserves the right to refuse any cleaning job if the condition of the property is hazardous to their health and well being. If Maid in the UK are not made aware of this before the booking and the team of Cleaning Contractors are unable to carry out the work as a result, then Maid in the UK will charge the Client a non-refundable fee of £100.

11. Complaints and Cleaning Guarantee: All services shall be deemed to have been carried out to the Client’s satisfaction unless written notice is received by Maid in the UK with details of the complaint within 5 days of the work being completed. We will fully investigate any complaint and attempt to resolve it in a professional and timely manner.

11.1 The Client agrees to allow the Cleaning Contractor(s) back to re-clean and inspect any disputed areas/items before arranging a third party to carry out services or refusing to pay for the service.

11.2  Maid in the UK reserves the right to only offer one re-clean per service.

11.3 Where access is denied for a re clean, Maid in the UK are not liable for any costs associated for not having access or permission to re-enter the property and carry out the re clean.

11.4 Maid in the UK cleaning guarantee applies for one week from when the cleaning was completed. Any complaints after this time will not be considered.

11.5 Maid in the UK cannot guarantee the service when people or personal possessions are still present in the property during or after the time of the cleaning.

11.6 The Cleaning Contractor will not be liable for cleaning freezers which have not been defrosted and reserve the right to return to re clean the property for this reason alone.

11.7 We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably, we will not be liable for ingrained dirt that cannot be removed using chemicals.

11.8 Maid in the UK cannot guarantee the removal of pet odours or cigarette smoke during the cleaning and will not be liable for any deductions for this.

12. Payment upon completion: Maid in the UK accept ALL major debit/credit cards. The full payment is placed on hold, and automatically charged at the end.  For commercial clients, Maid in the UK will invoice the client, charging 70% upfront, and 30% due upon completion.

8. CARPET CLEANING

1. Pricing: All orders are subject to a £70.00 minimum call out charge

2. Quotations: All quotations are given by Maid in the UK following a request by the Client and shall remain open to acceptance for a period of 5 days from their date.  The Company reserves the right to amend the initial quotation should the Client’s original requirements change or upon inspection of the property by the Cleaning Contractor.

2.1 The quotation excludes the clearing of debris created by tradesman or building work unless otherwise stated.

3. If the Carpet Cleaner requires the Keys and is expected to pick Keys up from another location and not the service address then the Client will be charged £10 for pickup. An additional £10 is charged if said keys are returned to a location different to the service address. 

4. Claims: The Client agrees that due to the nature of the service the Maid in the UK guarantees only to correct any problems reported within 24 hours of the completion of the service. If a problem occurs on a Saturday it must be reported by Monday 12:00 in order to be accepted as a valid claim.

4.1. Remediation: The Cleaning Contractor may require entry to the location of the claim within 24 hours to correct the problem.

4.2 The Client agrees to allow the Cleaning Contractor back to re-clean and inspect any disputed areas before arranging a third party to carry out services.

5. Third Party: If the Client or any third party instructed by the Client is not present at the time of completion of the service then no claims regarding any cleaning issues can be made.

6. In case of a third party inspecting or refusing to inspect the result from the cleaning then the Company cannot be held responsible for rectifying any outstanding cleaning issues not mentioned by the third party.

7. Refund: Any refunds or adjustments must be requested to Maid in the UK directly and subject to approval by Maid in the UK.

8. Valuables: While the Cleaning Contractor make every effort not to break items, accidents do happen. For this specific reason, Maid in the UK requests all irreplaceable items (whether monetarily or sentimentally valuable) be stored away.

9. Inspection: The Company requires the presence of the Client or his/hers representative in the beginning and at the end of the cleaning session so an inspection can be carried out and if any corrections are needed, should be made on the same day. If a Client is not completely satisfied with the cleaning services, the Company will re-clean any areas and item/s before the completion of the service on the same day.

9. COMMERCIAL CLEANING

1. Minimum: The minimum time for commercial cleaning is 2 hours

2. Pricing: Pricing depends on the frequency of cleaning.

3. Visit: A representative of Maid in the UK may request to visit the service location(s) if necessary to provide a free no-obligation quote

3. Payments: Monthly invoices are accepted. If the Client is happy to proceed with the quote. Maid in the UK will accept a valid company credit/card including AMEX to be saved on file and can allow paid monthly invoices from the day the first clean is performed by the Cleaning Contractor(s).

4. Cleaning Chemicals and Equipment: Unless stated prior to booking, the Cleaning Contractor(s) will use all cleaning materials and equipment supplied by the Client and will notify the Client when supply runs low.

5. Termination: Maid in the UK request for termination of services to be 30 days notice. If not, we may charge an early termination fee which is £150.

7. Reschedule: Maid in the UK can change the days for your session but require at least 1 weeks notice.

10. CONGESTION AND PARKING

1. Any charges like congestion charge, ultra low emission charge and parking will be added to the Client’s invoice unless a different agreement was made.

10. PAYMENT

1. All major debit and credit cards including AMEX are accepted. Payments are processed by Square up and Stripe, and Maid in the UK will save your method of payment on file, which is PCI compliant and encrypted. Bank transfers can be accepted prior to booking for one off services only or 48 hours before the booking of a regular service. Full payment is required at the time of booking for all one off cleans, deep cleans, End of tenancy cleaning and Carpet Cleaning Services.

2. Late Payments

Customer understands that any ‘late payments’ may be subject to additional charges, and no further bookings will be allowed until all monies owed is paid. If payment is not made after 30 days of services then the account will incur an additional charge of 10% on top of the initial payment due, and may be passed onto a debit collections agency. You agree as part of this contract to pay this sum which represents our reasonable costs in collecting the unpaid amounts.

11. CHANGES TO THESE TERMS

1 These Terms may be amended by Maid in the UK Ltd from time to time in its sole discretion. By way of example only, this may be necessary to:

1.1.1 reflect changes in how Maid in the UK Ltd accepts payment from you;

1.1.2 reflect operational changes to the provision of the Services;

1.1.3 correct an obvious error;

1.1.4 reflect changes in rates and/or prices as permitted by clause

1.1.5; comply with changes in relevant laws and regulatory requirements.

1.1.6 If these Terms need to be amended by Maid in the UK Ltd for any reason, Maid in the UK Ltd will give you notice of any changes before they take effect. If you object to the changes, you can choose to cancel the Services in accordance with our Cancellation clause. 

12. PRIVACY

1 We process information about you in accordance with our Privacy Policy. By using our Website, you consent to such processing and you warrant that all data provided by you is accurate.

13. EVENTS OUTSIDE OUR CONTROL

1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (“Force Majeure Event”).

2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: strikes, lock outs or other industrial action; civil commotion; riot; invasion; terrorist attack or threat of terrorist attack; war (whether declared or not) or threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; impossibility of use of railways, shipping, aircraft, motor transport or other means of public or private transport; impossibility of the use of public or private telecommunications networks; acts, decrees, legislation, regulations or restrictions of any government.

3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.

14. GENERAL

1 Intellectual property and right to use

2 Unless otherwise stated, the copyright and other intellectual property rights in the content on the Website are owned by us or our licensors. Any access or use of the Website for any reason other than your personal, non-commercial use is prohibited.

3 No part of the Website may be reproduced or stored in any other website or included in any public or private electronic retrieval system or Website without our prior written permission.

4 You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited.

5 You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

6 If you publish any content on our Website, such as reviews, comments, ratings, profiles or listings, you grant us a worldwide, perpetual, non-exclusive, royalty-free licence to copy, alter, adapt or display such Content on our Website.

15. COMPLIANCE WITH LAWS

1. The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

16. WRITTEN COMMUNICATIONS

1. Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

17. NOTICES

1. All notices given by you to us must be given to Maid in the UK limited at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ . We may give notice to you at either the email or postal address you provide to us when making a Booking, or as specified above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email that such email was sent to the specified email address of the addressee.

18. TRANSFER OF RIGHTS AND OBLIGATIONS

1. The contract between you and us is binding on you and us and on our respective successors and assigns.

2. You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

3. We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.

19. SEVERANCE

1.If any part of these Terms shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from these Terms and shall not affect the validity and enforceability of any of the remaining provisions of these Terms.

20. WAIVER

1. No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.

21. ENTIRE AGREEMENT

1. These Terms and any document expressly referred to in them constitute the entire agreement between us with respect to the subject matter of any contract and supersedes any previous communications or agreements between us.

22. OUR RIGHT TO VARY THESE TERMS

1. We have the right to revise and amend these Terms from time to time. You will be subject to the policies and Terms in force at the time that you book Services from us. Please regularly check on our Website for new versions.

23. LAW

1. These Terms and the Contracts shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England. Any dispute or claim arising out of or in connection with the Contracts or their formation (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the courts of England and Wales.

24. CONTACT INFORMATION

1. We can be contacted by email at hello@maidin-theuk.co.uk and by post at 71-75 Shelton Street, Covent Garden, London WC2H 9JQ F. We aim to respond to all communication including emails within 7 days.