Terms & Conditions

Last updated: 15 October 2026

These terms apply when you request, book or receive a cleaning service from Chantelle’s Cleaning Services.

Please read them before confirming a booking. By accepting a quotation or paying a deposit, you agree to these terms.

Nothing in these terms affects your statutory rights as a consumer.

About me

Chantelle’s Cleaning Services is operated by Chantelle Voller as a sole trader.

Email: hello@chantellescleaning.com
Telephone and WhatsApp: 07522 105808

I am fully insured and DBS checked.

Services

I provide domestic cleaning services including:

One-off and deep cleaning
Seasonal cleaning
Monthly maintenance cleaning
End-of-tenancy and moving cleaning
Targeted room or area cleaning
Specialist floor deep cleaning

I do not currently provide specialist carpet or oven cleaning, ironing, decluttering or general tidying.

The exact work included will be agreed with you before the booking and confirmed in your written quotation.

Quotations

I will normally visit the property before providing a quotation.

Quotations are based on the information and property conditions available at the time of the visit. Please tell me if anything changes before the clean.

Unless the quotation states otherwise, it will be valid for 30 days.

My prices are fixed according to the agreed work rather than calculated as an hourly cleaning rate. If additional work is requested or the property is materially different from what I was shown or told, I will discuss any change in price with you before carrying out the additional work.

I do not price match and my prices are not negotiable.

Prices

Prices currently start from:

£250 for one-off, seasonal and deep cleans
£215 for monthly maintenance cleans
£150 for targeted or individual-room cleans

These are starting prices only. Your written quotation will confirm the price for your property and the work agreed.

A clean taking place more than four weeks after my previous visit may need to be treated and priced as a deep clean, depending on the property’s condition.

Booking and deposits

A 50% deposit is required to secure a one-off or deep-cleaning appointment unless I agree otherwise in writing.

The deposit forms part of the total price and the remaining balance will be due in accordance with your quotation.

Your booking is not confirmed until the required deposit has been received.

If you cancel, I may retain some or all of the deposit to cover losses reasonably caused by the cancellation, including time reserved for your booking and work already completed. I will not retain more than is reasonable in the circumstances.

Your statutory cancellation rights

If you book by telephone, email, WhatsApp, online or somewhere away from my usual business premises, you may have a legal right to cancel the contract within 14 days without giving a reason.

If you ask me to begin providing the service during that 14-day period and then cancel after work has begun, you may be required to pay a reasonable amount for the service already provided.

If the service has been completed in full during the cancellation period following your express request and acknowledgement, your statutory right to cancel may come to an end.

These statutory rights are separate from my ordinary booking cancellation policy below.

Payment

Unless agreed otherwise in writing, the outstanding balance is due on the day the cleaning service is completed.

Payment should be made by bank transfer using the payment details provided.

Please make payment by the agreed date. If payment remains outstanding, I may suspend future bookings and take reasonable steps to recover the amount owed.

Invoices are available on request.

Access to the property

You are responsible for ensuring that I can access the property at the agreed time.

If I cannot gain access because a key, access code or responsible person is unavailable, the booking may be treated as a late cancellation and a charge may apply.

Keys and access information will be handled carefully and used only for providing the agreed service.

Preparing for the clean

I provide cleaning rather than decluttering or tidying. Please remove excessive clutter and make the agreed areas reasonably accessible before I arrive.

Where possible, I ask for the property to be vacant during the clean so that I can work safely and efficiently.

If you work from home or need to remain in the property, we will agree how I can work around you. You may be asked to remain in one room while I clean other areas.

Furniture and belongings

I will clean around and underneath furniture where it is safe and reasonably practical.

I am unable to move very heavy or bulky furniture such as wardrobes and sofas. If you would like an area beneath or behind heavy furniture cleaned, please arrange for it to be moved safely before I arrive.

Please identify delicate, valuable, unstable or sentimental items before the clean begins. You are responsible for securing cash, jewellery, important documents and other high-value items.

Products and equipment

I normally provide my own professional cleaning products and equipment.

If there are pets in the home, I may ask to use your vacuum cleaner to reduce the risk of transferring pet hair or allergens between properties.

Please tell me in advance about any allergies, sensitivities, specialist surfaces or manufacturer cleaning instructions that may affect the products or methods used.

Specialist floor cleaning

Specialist floor cleaning is subject to an assessment of the floor and its condition.

I may carry out a spot test before proceeding. Although I use appropriate professional products and methods, pre-existing damage, staining, wear, previous treatments and the condition of the surface may affect the result.

I will explain any material concerns identified during the assessment. I cannot guarantee that all stains, damage or discolouration can be removed.

Paintwork and specialist surfaces

I will only wash painted walls where you confirm that the paint is suitable for cleaning.

I am not responsible for damage caused by inaccurate information about a surface, undisclosed defects, unstable finishes or a failure to follow the manufacturer’s care instructions.

Pets

I am comfortable working in homes with pets, but you are responsible for keeping animals safe and appropriately supervised.

Please tell me in advance if a pet is likely to become distressed, aggressive or obstruct the cleaning work. I may ask for the animal to be kept in a separate secure area.

Unsafe or unsuitable conditions

I may refuse to begin or continue work if I reasonably believe that the property presents a risk to my health or safety.

This includes, but is not limited to:

Rodent, flea or other pest infestations
Dangerous waste or substances
Aggressive animals
Unsafe fixtures, flooring or equipment
Undisclosed biohazards
Threatening, abusive or inappropriate behaviour

Where the condition was not disclosed before the appointment, a reasonable cancellation or attendance charge may apply.

Customer cancellations and changes

If you need to cancel or rearrange a clean, please contact me as soon as possible.

Cancellations made within 24 hours of the agreed start time may be charged up to the full quoted amount if I am unable to fill the reserved time. Any charge will reflect the loss reasonably caused by the late cancellation.

Deposits and payments may be transferred to another date at my discretion where reasonable notice is given, but this is not guaranteed.

If you repeatedly cancel, rearrange or pay late, I may decline future bookings or end an ongoing arrangement after giving reasonable notice.

Illness

Please tell me as soon as possible if anyone in your household is experiencing symptoms of a contagious illness.

As I have asthma and work with vulnerable customers, I may need to rearrange the clean to protect my health and that of other people.

You will not normally be charged for giving reasonable notice because of genuine illness. However, if I arrive and discover that somebody in the property is unwell and I was not informed, I may be unable to complete the clean. A reasonable charge, potentially up to the full booking price, may apply if the reserved time cannot be filled.

You do not need to provide a diagnosis or detailed medical information.

Cancellations by me

If I need to cancel because of illness, an emergency, unsafe conditions or circumstances outside my reasonable control, I will contact you as soon as possible.

Where possible, I will offer another appointment. If I cancel a prepaid service and cannot provide a suitable replacement date, I will refund the amount paid for the service that has not been provided.

I am not responsible for indirect losses resulting from a cancellation or delay caused by circumstances outside my reasonable control.

Photographs

I may take before-and-after photographs for my records or to show you the work completed.

I will ask for your permission before using photographs for advertising, my website or social media. You can refuse without affecting the service you receive.

I will take reasonable care not to show personal documents, people, house numbers or other identifying information.

Satisfaction and complaints

Please inspect the completed work as soon as reasonably possible.

If you are unhappy with any aspect of the clean, contact me as soon as possible and preferably within 24 hours. Please explain the issue and, where helpful, provide photographs.

Where appropriate, I will be given a reasonable opportunity to inspect and rectify the issue.

This does not affect your statutory rights, including your right to services carried out with reasonable care and skill.

Damage and breakages

I will take reasonable care while working in your home.

Please tell me promptly if you believe I have caused damage. I may ask for photographs, evidence of value or an opportunity to inspect the item.

I am not responsible for:

Pre-existing damage, wear or deterioration
Items that were already loose, unstable or incorrectly fitted
Damage caused by undisclosed defects
The cleaning of an item or surface against manufacturer guidance where that guidance was not provided
Ordinary deterioration caused by age or previous treatment

Nothing in these terms excludes liability that cannot legally be excluded.

Limit of responsibility

I will provide the agreed service with reasonable care and skill.

I do not guarantee that every stain, mark, discolouration or item of built-up damage can be removed.

I am not responsible for indirect or unforeseeable losses. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot legally be limited.

Personal information

I use personal information in accordance with my Privacy Policy, available on this website.

Changes to ongoing services

I may occasionally need to change my prices, working arrangements or these terms.

For ongoing customers, I will give reasonable notice of a material change. If you do not agree to a material change, you may end the ongoing arrangement before it takes effect.

Ending an ongoing arrangement

Either you or I may end an ongoing monthly cleaning arrangement by providing reasonable notice.

I may end the arrangement immediately where there is serious non-payment, abusive behaviour, unsafe working conditions or a significant breach of these terms.

Any completed services and properly incurred charges remain payable.

Governing law

These terms are governed by the law of England and Wales.

If a dispute cannot be resolved directly, the courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights concerning where proceedings may be brought.

Contact

If you have a question, complaint or request relating to these terms, please contact:

Chantelle’s Cleaning Services
Email: hello@chantellescleaning.com
Telephone and WhatsApp: 07522 105808