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Arrival & Access

• Cleaners may arrive within a 30-minute window of the scheduled time.

• Please declutter surfaces and floors of personal items before service (unless agreed in advance).

• In the event of a lockout, cleaners will wait up to 15 minutes before leaving. The appointment will be charged in full, and a new booking/payment will be required to reschedule.

• If we hold your keys, they will be kept securely and labelled anonymously. Entry/alarm instructions must be correct—incorrect details leading to missed service will be treated as a lockout.

 

Cancellation & Rescheduling

• 24 hours’ notice is required to cancel or reschedule an appointment.

• Cancellations with less than 24 hours’ notice will be charged in full.

• Repeated short-notice reschedules and cancellations may result in the termination of the service.

• If you decide to cancel the service in full, please give us a month's notice.

 

Cleaning Limitations & Safety

• We take before-and-after photos and/or videos for insurance purposes and quality records. Occasionally, we may publish some of these on our social media. We are always careful to ensure the property cannot be recognised and that no personal items or sensitive information are shown. If you prefer your photos not to be shared publicly, please let us know in advance, and they will remain strictly for internal use only.

• We do not move heavy furniture or electronics.

• We do not use ladders higher than a 2-step stool.

• If live pests/rodents are present, service will be rescheduled once the issue is resolved.

• Human and animal waste (biohazards) are not cleaned.

• All rooms must have working lighting, plumbing, and electricity for service.

• For safety reasons, we cannot work while other tradespeople (painters, plumbers, electricians) are present.

 

Supplies & Equipment

• We provide professional cleaning products and tools however, for hygiene, clients must supply:

  • A toilet brush in each bathroom

  • A vacuum cleaner

  • A mop

  • A duster

 

During Service

• For efficiency and safety, please vacate the room being cleaned.

• This prevents slips on wet floors, trips over cords, and interruptions.

• Pets must be secured during cleaning.

 

Parking

• If free parking is not available, clients are responsible for covering parking costs.

 

Liability & Damages

• We are not liable for pre-existing damage, wear and tear, or fragile items not disclosed beforehand.

• Clients must point out delicate, sentimental, or high-value items before cleaning.

• Accidental damage will be handled through our insurance, where applicable.

 

Billing & Payments

• Most services are billed per hour, per cleaner. If a job exceeds the estimated time, additional hourly charges apply.

• Payment to the cleaner is due immediately after service or within 24h.

• Invoices from the company are due within 3 days from receipt.

• All payments made more than 5 days after the due date will incur a £10 late fee.

• We reserve the right to suspend or terminate the service in the event of late or missed payments.

• After 21 days of non-payment, we reserve the right to pursue legal action.

 

Holiday & Staff Cover

• If a cleaner is sick or on leave, we will do our best to provide a substitute. If this is not possible, the service may be rescheduled.

 

Satisfaction Guarantee

• If you are unsatisfied, please request a re-clean within 24 hours of service.

• We do not issue refunds, but will happily re-clean or retouch missed areas.

• Feedback is always welcome — it helps us improve.

 

Thank you for choosing us to care for your home. Your cooperation with these T&Cs helps us deliver a safe, reliable,

and high-quality service every time.

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Our Specialists value every client, their homes, family, and pets.

Tidy Touch Housekeeping Maidstone Ltd

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Last updated: November 2025

​We reserve the right to update these T&Cs at any time. Clients will be notified of any significant changes