Terms and Conditions

2. Definitions

In these Terms, the following words have the following meanings, whether used in the singular or plural:

5. Prices, payment and recurring bookings

5.1 Prices are shown in pounds sterling (GBP). Efficient Work Group Ltd is not currently registered for VAT, and prices shown are therefore not subject to a separate VAT charge. If our VAT-registration status changes, we will update our prices, the Website and this clause accordingly, and any change will only apply to Bookings confirmed after that update. Any parking, congestion, toll, specialist access or other disclosed third-party costs may be added only where you have been told about them before becoming liable.

5.2 Payment may be authorised or collected at booking, before the visit, at completion or in accordance with the Booking Confirmation. Card payments are processed through third-party payment providers; Indeed-Clean does not need to receive your full card number where tokenised payment processing is used, and does not store full card numbers.

5.3 A recurring Regular House Cleaning or Office Cleaning arrangement is a sequence of scheduled service visits unless the Booking Confirmation expressly states otherwise. You may stop future visits by giving the notice shown in clause 12, without affecting services already performed or Cancellation Charges lawfully incurred for an imminent appointment.

5.4 If a payment is reversed, declined or disputed without a valid basis after services have been supplied, we may suspend future Bookings and seek recovery of sums lawfully due, including reasonable recovery costs where permitted by law.

5.5 Where a refund is due under these Terms or under applicable law, we will process it to your original payment method without undue delay and, in any event, within 14 days of the event giving rise to the refund (for example, our confirmation that a cancellation is valid, or the date we are notified of a valid statutory cancellation).

5.6 Prices quoted before a survey, walkthrough or full disclosure of the Property's condition are estimates. A final Price may be confirmed once the Cleaner has been able to assess the Property, and clause 4.4 applies to any material difference.

7. Utilities: water, electricity and lighting

7.1 You must ensure that the Property has a working supply of mains water and electricity, and adequate lighting in every area to be cleaned, for the whole of the appointment. This is required so that the Cleaner can use standard cleaning equipment (including any vacuum cleaner, steam or wet-cleaning equipment) safely and effectively.

7.2 If water or electricity is not available, or a fuse, circuit breaker, water stopcock or meter needs to be reset or topped up (for example a pre-payment electricity or water meter), you are responsible for making sure this is done before the appointment. The Cleaner is not required to source water or power from a neighbouring property, a vehicle, or any source outside the Property.

7.3 Where a task cannot be completed, or can only be completed to a lower standard, because water, electricity or lighting was not available as required by this clause 7, this is not a failure of the Cleaning Services. No refund, price reduction or re-performance under clause 13 is owed for the affected part of the visit, and clause 6.5 (no-access/no-utilities) may apply if the whole appointment cannot proceed as a result.

7.4 Where you know in advance that water or electricity will be limited or unavailable (for example, at a newly built or vacant property before utilities are connected), you must tell us before the Booking is confirmed so that the scope and Price can be adjusted, or an alternative arrangement (such as the Cleaner bringing water) can be agreed and separately priced.

9. Customer responsibilities

In addition to the specific obligations in clauses 6 (access), 7 (utilities) and 8 (pets and animals), you must:

• Provide accurate booking, property, room, item, access, parking and condition information.
• Ensure the Cleaner can gain entry to the Property in accordance with clause 6, including where you will not be present at the appointment.
• Provide working water and electricity and adequate lighting in accordance with clause 7.
• Disclose the presence, type and temperament of any pet or companion animal, including any Dangerous Animal, in accordance with clause 8.
• Secure cash, jewellery, documents, medicines, small valuables and irreplaceable items before cleaning begins.
• Identify fragile, loose, damaged, specialist or high-value items and give any manufacturer-specific cleaning instructions.
• Keep children safely supervised throughout the appointment and inform us of any security systems or material hazards at the Property.
• Do not require a Cleaner to perform unsafe, unlawful, hazardous or non-cleaning tasks, and do not require a Cleaner to move furniture except as permitted by clause 10.
• Do not provide unnecessary special-category personal data in free-text notes or uploaded photographs.
• Inspect the Property as soon as reasonably possible after the service and promptly report material concerns in accordance with clause 13 or 14.
• Maintain your own contents or buildings insurance where appropriate; the insurance required of Cleaners under clause 11 does not replace your own cover.
• For End of Tenancy and other specialist bookings, provide an accurate and complete checklist or inventory requirement before the appointment (see clause 17.1).

9.1 A breach of any of the above obligations that prevents or restricts the Cleaner from safely and reasonably performing the Cleaning Services may be treated as a matter within your control for the purposes of clauses 6.5, 7.3, 8.4/8.5 and 12, as applicable, and may reduce or remove your entitlement to re-performance under clause 13.

10. Furniture, manual handling and hard-to-reach areas

10.1 A Cleaner is not required, and should not be asked, to lift, drag or move heavy or bulky furniture or appliances — including sofas, beds, wardrobes, bookcases, dressers, fridges, freezers, washing machines, dishwashers, cookers or similar items — in order to clean underneath, behind or between them.

10.2 Where a room contains furniture of the kind described in clause 10.1, cleaning of the visible and reasonably accessible surfaces of and around that furniture is included in the agreed scope, but cleaning of the floor or surfaces immediately underneath or directly behind that furniture is excluded from the scope unless you have moved the furniture yourself before the appointment, or a manual-handling Add-on has been expressly agreed and priced in advance.

10.3 If you would like an area underneath or behind furniture cleaned, you should move light, safe-to-move items yourself before the appointment. Where you ask a Cleaner to move an item during the visit, the Cleaner may decline if they reasonably consider the item too heavy, unstable, awkwardly shaped, electrically connected, or otherwise unsafe for one person to move without risk of injury or damage, and is never required to use a sack truck, dolly or other lifting equipment unless this has been expressly agreed.

10.4 Where a Cleaner does agree to move a light item at your request, this is done at your risk in relation to any pre-existing instability, poor assembly or hidden defect in the item or the floor beneath it, without prejudice to the Cleaner's own responsibility under clause 14 for damage caused by their own negligence in moving it.

10.5 This clause 10 exists to protect the health and safety of Cleaners, who work alone and without lifting equipment, and to manage the risk of damage to floors, furniture and walls. It does not affect any statutory right you may have if a task expressly included in the agreed scope, and not falling within this clause, is not completed with reasonable care and skill.

13. Satisfaction guarantee and re-performance

13.1 If, within 24 hours of completion of an included cleaning task, you tell us that a specific, agreed part of the cleaning scope has not been completed to a reasonable standard, we will arrange for the same Cleaner, or another suitably qualified Cleaner, to return and re-perform that part of the work at no additional charge to you. We will aim to offer a return visit within 3 working days of your report, or another time that is convenient to you, subject to reasonable access to the Property and compliance with clauses 6, 7 and 8.

13.2 The 24-hour notification request helps us investigate while the condition can still be verified. It does not remove any statutory right that continues for a longer period.

13.3 Re-performance applies only to work included in the original scope and does not cover new dirt, use of the Property after cleaning, undisclosed conditions, permanent staining/damage, areas excluded under clause 10 (furniture/manual handling), tasks affected by a lack of water/electricity under clause 7, inaccessible areas or work that was expressly excluded.

13.4 Where the law gives you a right to repeat performance, the repeat performance must be provided within a reasonable time, without significant inconvenience and at no necessary cost to you. Where repeat performance is impossible or not provided as legally required, you may have a right to an appropriate price reduction, which may in an appropriate case be a full refund. Nothing in this guarantee restricts those rights.

13.5 If repeat performance is not possible or not appropriate in the circumstances (for example, because the Property has since been re-let, vacated or altered so that the original scope can no longer be verified or delivered), we will instead offer a proportionate price reduction, calculated by reference to the value of the affected part of the service.

14. Damage, loss and insurance claims

14.1 If damage or loss is alleged, notify us and the Cleaner as soon as reasonably possible, preferably within 24 hours and, where practical, before repair, disposal or alteration of the item. Provide photographs, proof of ownership/value and any relevant pre-existing-condition information. This notification request does not extinguish rights that cannot lawfully be limited by such a timeframe.

14.2 The Cleaner is primarily responsible for physical damage directly caused by the Cleaner's negligent act or omission while performing the Cleaning Services and is required to maintain the insurance described in clause 11. We will facilitate communication with the Cleaner and, where appropriate, the Cleaner's insurer, and will aim to acknowledge a damage report within 2 working days as set out in clause 18.

14.3 Efficient Work Group Ltd is not responsible for a Cleaner's independent act or omission merely because the Cleaner was introduced or booked through Indeed-Clean, except to the extent that applicable law makes us responsible or the loss was caused by our own negligence, breach of statutory duty or other legally non-excludable act.

14.4 We and the Cleaner are not responsible for pre-existing damage, ordinary wear and tear, inherent defects, unstable or improperly fitted items, deterioration caused by age, manufacturer limitations, colour-fastness problems, shrinkage, or damage that occurs despite reasonable care and use of appropriate methods, unless legal liability otherwise arises. Nor are we or the Cleaner responsible for damage or injury arising from an undisclosed Dangerous Animal (clause 8) or from moving furniture outside the scope permitted by clause 10.

14.5 Do not ask a Cleaner to move unusually heavy, unsafe or high-value items unless this has been expressly agreed under clause 10. Claims involving antiques, artwork, specialist surfaces or items of exceptional value may require prior disclosure and specialist arrangements.

14.6 Where a valid claim is not resolved directly between you and the Cleaner's insurer within a reasonable time, tell us and we will provide reasonable further assistance, which may include requesting a written update from the Cleaner and/or insurer and escalating the matter internally. This assistance does not itself make Efficient Work Group Ltd an insurer of, or a guarantor for, the Cleaner's liability.

15. Liability and statutory rights

15.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot lawfully be excluded, or any other liability that law does not permit to be excluded or restricted.

15.2 If you are a consumer and Efficient Work Group Ltd is legally responsible as the trader for a service, statutory rights include the requirement that services be performed with reasonable care and skill and, where applicable, rights to repeat performance and/or a price reduction. No term in this document overrides those rights.

15.3 Subject to clause 15.1 and mandatory consumer law, Efficient Work Group Ltd is not liable for indirect or consequential loss, loss of business, loss of profit, loss of opportunity or loss arising from information you failed to disclose (including under clauses 6, 7, 8 or 10), where such exclusion is lawful. Business Customer limitations are additionally subject to the reasonableness requirements of applicable law.

15.4 Where Efficient Work Group Ltd is directly liable to you under these Terms (for example, for our own negligence in booking, scheduling or administering a service, as distinct from a Cleaner's performance of the physical cleaning, which is addressed in clause 14), and subject always to clause 15.1, our total liability arising from a single Booking is limited to the greater of (a) the total Price paid for the affected Booking, and (b) £1,000. This cap does not limit a Cleaner's own liability under clause 14, which is separate, and it does not, and cannot, limit any liability that mandatory consumer law places on whichever party is legally the trader responsible for the Cleaning Services — including Efficient Work Group Ltd itself, in any circumstances where clause 3.5 applies.

15.5 If you are a Business Customer, the limitations in this clause 15 are subject to the reasonableness test in the Unfair Contract Terms Act 1977, and nothing in this clause excludes liability that cannot lawfully be excluded as between businesses.

15.6 Any liability cap or exclusion will be interpreted only to the maximum extent permitted by law. If a court finds a particular limitation invalid, the remaining provisions continue to apply.

16. No circumvention, direct engagement or unauthorised exchange of contact details

16.1 Indeed-Clean invests in sourcing, screening, introducing, scheduling and supporting Cleaners. A Cleaner first introduced to you through Indeed-Clean must be booked through Indeed-Clean for the Protection Period in clause 16.2.

16.2 For six (6) months after your most recent Indeed-Clean booking with that Cleaner (the "Protection Period"), you must not knowingly solicit, hire, pay, book or engage that Cleaner directly, or through another person or platform, for cleaning or substantially similar domestic/commercial cleaning services. During the Protection Period, we may agree in writing to release you from this restriction early — for example, where the Cleaner has stopped accepting bookings through Indeed-Clean — and we will not unreasonably withhold that agreement where there is a good reason for it. Once the Protection Period has ended, this restriction no longer applies and no consent from us is needed.

16.3 You and the Cleaner must not request, exchange or use private telephone numbers, email addresses, social-media details or payment details for the purpose of bypassing Indeed-Clean. Where direct contact details are shared because they are reasonably necessary for property access, arrival coordination or safety, they must not be used to arrange off-platform work.

16.4 If circumvention occurs, we may suspend or close the relevant account, refuse future Bookings and seek recovery of reasonable and demonstrable losses caused by the breach (for example, our lost commission on the bookings that would otherwise have been placed through the platform). We will not impose a penalty or disproportionate charge, and any remedy remains subject to consumer-protection law.

16.5 Cleaner-side non-circumvention obligations are governed by the Cleaner Agreement.

16.6 The restrictions on using contact details in this clause 16 apply in addition to, and do not affect, the data-protection obligations described in our Privacy Policy, section 8.

18. Complaints and dispute handling

18.1 Contact us first at info@indeed-clean.co.uk or WhatsApp +44 7516 838759. Include the booking reference, service date, a clear description of the issue and any relevant photographs or documents.

18.2 We will acknowledge a complaint within 2 working days, investigate the Cleaner's account and available evidence, and aim to propose a fair outcome within 10 working days of acknowledgment. Where a complaint is more complex (for example, because it depends on an insurer's assessment), we will tell you and provide an update at least every 10 working days until it is resolved. Depending on the issue, the outcome may include re-performance by the same Cleaner, re-performance by another Cleaner, a price adjustment, referral to the Cleaner/insurer, or another remedy required by law.

18.3 Nothing prevents a consumer from using any statutory complaint, court or alternative dispute-resolution route available to them. We will not require consumers to waive statutory rights as a condition of complaint handling.

19. Website use, privacy and communications

19.1 Website content, branding, booking logic, graphics and software are owned by or licensed to Efficient Work Group Ltd and may not be copied or commercially exploited without permission, except as allowed by law.

19.2 Personal information is handled under our Privacy Policy and Cookie Policy. Booking communications may be sent by email, SMS, telephone or WhatsApp where appropriate to fulfil or support the Booking. Marketing communications are subject to separate legal requirements and opt-out rights.

20. Suspension, changes and governing law

20.1 We may refuse or suspend Bookings where there is fraud, abuse, threats, harassment, repeated non-payment, unsafe conditions (including repeated non-disclosure of a Dangerous Animal under clause 8), material breach of these Terms or deliberate circumvention. We will act proportionately and will not withhold a refund that the law requires.

20.2 We may update these Terms for legal, regulatory, security or operational reasons. The version accepted when a Booking is made normally governs that Booking unless a mandatory legal change applies. Where you have an ongoing recurring Booking, we will give at least 30 days' notice of a material change that reduces your rights, unless a shorter period is required by law or the change is needed immediately for legal, security or safety reasons.

20.3 These Terms are governed by the law of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory protections and jurisdiction rights that applicable law gives you. Business disputes are subject to the courts of England and Wales unless otherwise agreed in writing.

20.4 If any provision is held invalid or unenforceable, it will be interpreted or reduced only as far as necessary and the remainder of the Terms continues in force.

22. Model cancellation notice

This form reflects the statutory model cancellation form under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Schedule 3, Part B. You may use the following wording to exercise your statutory 14-day cancellation right (clause 12.1), but you do not have to use this form and may cancel using any other clear statement.

Schedule 1 — Quick-Reference Summary

This Schedule is a convenience summary for quick reference only. In the event of any inconsistency between this Schedule and clauses 1 to 22 above, clauses 1 to 22 prevail.