Terms & Conditions

• "Booking" means a confirmed appointment for our cleaning services.
• "Services" means the end-of-tenancy and move-in cleaning services we provide, as described in your quote.
• "Deposit" means the reservation deposit paid to secure your Booking.
• "We/us/our" means Clear Tenancy.
• "You/your" means the customer making the Booking.
• "Property" means the home or premises where the Services are to be carried out.

We provide professional end-of-tenancy and move-in cleaning across West London. We are owner-operated — your clean is carried out personally by us, never subcontracted. The exact scope of your clean is set out in your quote. Both our end-of-tenancy and move-in cleans are charged at the same rates.

Our aim is simple: we clean everything an inventory check expects of cleaning — subject to the exclusions in Section 5, which cover damage, wear, and specialist work that cleaning cannot address.

A standard clean includes, as applicable to the Property:

• Kitchen cleaning, including the oven (inside and out), fridge/freezer (inside), washing machine and dishwasher (exterior, door seals, soap drawer and filter where safely accessible), and microwave (inside and out)
• Bathroom cleaning, including limescale removal and descaling
• All rooms: surfaces, floors, skirting, doors, and fittings
• Internal windows (cleaned from the inside)
• Accessible balconies (basic cleaning where safe to access)
• Inside of cupboards and drawers (where empty and accessible)
• All cleaning materials and equipment

Optional extras (added only if selected and quoted): carpet cleaning (fitted carpets), upholstery cleaning, Allergy & Pet Detox (Move-in), and Pet Clean-Out Sanitisation (End of Tenancy). These are charged in addition to the standard price.

To keep our pricing fair and our service clear, the following are not included in a standard clean. These are either not cleaning tasks, require specialist services, or cannot safely or reasonably be carried out by us:

• Walls: washing, scrubbing, repainting, or covering marks (scrubbing can damage paint)
• Mould and damp: mould caused by structural damp or condensation. We clean surface marks where possible, but mould that returns due to an underlying damp/ventilation issue is not a cleaning fault
• Permanent stains and marks: stains, burns, scratches, or wear that have become part of the material (e.g. worn enamel, burnt worktops, set-in carpet stains)
• Damage, wear and tear, and repairs: any repair, maintenance, or restoration (e.g. fixing fittings, re-sealing, replacing bulbs, broken items)
• Moving heavy furniture: cleaning behind or beneath heavy furniture that cannot safely be moved
• External and outdoor areas: gardens, garages, patios, and outdoor spaces (accessible balconies are included — see Section 4)
• External windows: windows are cleaned from the inside only
• Difficult or unsafe access: anything requiring ladders at height, scaffolding, or access behind built-in/fixed appliances
• Curtains and blinds: surface cleaning of blinds may be possible depending on the type — this is assessed on site on the day, and we'll let you know what we can do. Laundering of curtains and cleaning of delicate or specialist blinds is not included
• Loose rugs: loose rugs (not fitted carpet) are not cleaned
• Broken or non-working appliances: we clean what is safely accessible, but do not repair appliances or guarantee they will function
• Pest infestations: removal or treatment of pests (this requires pest control, not cleaning)
• After-builders / renovation debris: heavy construction dust, paint or cement splashes (this is a separate, specialist service)
• Removal of rubbish or belongings: removing furniture, rubbish, or items left at the Property is not part of our service. As a courtesy, we may bag loose rubbish and leave it for you, but removal and disposal remain your responsibility

If you are unsure whether something is included, please ask us before booking and we will confirm.

We carry out every clean to a high, professional standard. However:

• We clean as far as cleaning can reasonably achieve. Where a mark, stain, or area cannot be improved because it is permanent, damage, or wear (rather than dirt), this is not a failure of our service.
• An older or worn Property will be clean, but cleaning cannot restore it to "as new" condition.
• For end-of-tenancy cleans: we do not guarantee any specific outcome with your letting agent, landlord, or inventory clerk, and we cannot guarantee the return of your tenancy deposit. The return of a deposit is the decision of your agent or landlord, not us. What we guarantee is the quality of our cleaning work (see our Re-Clean Guarantee in Section 9).
• For move-in cleans: we prepare your new home to a high, hygienic standard so it's fresh and ready to move into. As with any clean, we cannot remove damage, wear, or permanent marks left by previous occupants — only the dirt that cleaning can address.

• Quotes are based on the information you provide about the Property (size, number of bathrooms, condition, and any extras). Please give accurate and complete information.
• Your final price depends on the size, number of bathrooms, and condition of the Property. It is confirmed up front and fixed once quoted.
• If the Property is found to be significantly different from what was described (for example, much larger, in much worse condition, or requiring excluded work), we may need to adjust the quote or, where this isn't agreed, decline or limit the Services. We will always discuss this with you first.
• Prices for optional extras are added only where you have selected them.

• A £55 reservation deposit is required to secure your Booking. The deposit reserves your date and is deducted from your total price — the remaining balance is due on completion of the clean.
• The remaining balance is due in full on completion of the clean, before we leave the Property. We provide your photo handover report once the balance has been paid.
• We accept payment by card, Apple Pay or Google Pay via a secure Revolut payment link, by bank transfer, and, in limited cases by prior arrangement, cash. We never store your full card details — card payments are handled securely by Revolut.
• Your Booking is confirmed once we have received your deposit and sent you a booking confirmation.

We stand behind our work with a re-clean guarantee:

• If you are not satisfied with any part of the clean, let us know within 72 hours of the Service being completed, and we will return to re-clean the items concerned free of charge.
• The guarantee applies only where the Property remains in the same state as when we finished — i.e. it has not been occupied, moved into, used, or had work carried out in it since our clean.
• A free re-clean is our first remedy, and in most cases it fully resolves the issue. If a re-clean is not possible or does not put things right, you may be entitled to further remedies under the Consumer Rights Act 2015, such as an appropriate price reduction. Nothing in this guarantee limits your statutory rights.
• The guarantee does not cover non-cleaning issues (damage, wear, permanent marks, mould from damp, or anything listed in Section 5).
• The guarantee is about the quality of our cleaning. For end-of-tenancy cleans, it is not a guarantee of any outcome with your agent, landlord, or inventory check, or of the return of your tenancy deposit (see Section 6).

To request a re-clean, contact us at info@cleartenancy.co.uk within the 72-hour window with details (and photos where possible) of the areas concerned.

Your legal right to cancel (14-day cooling-off period):

• Because bookings are made online, by email, or by phone, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your Booking within 14 days of the day after we confirm it, without giving a reason, and receive a full refund of anything you have paid, including your deposit.
• If your clean is scheduled to take place within those 14 days, by making the Booking you expressly request that we carry out the Services before the cooling-off period ends. If the Services have been fully performed when you cancel, the right to cancel no longer applies; if you cancel after the Services have started but before they are complete, we may charge a proportionate amount for the work already done.
• To exercise this right, simply contact us at info@cleartenancy.co.uk (or by post at the address in Section 1) with a clear statement that you wish to cancel. You may use the model cancellation form set out in the Regulations, but you do not have to.

Cancellation and rescheduling by you (outside the cooling-off period):

• You may cancel or reschedule your Booking free of charge up to 48 hours before the scheduled date and time.
• If you cancel or reschedule less than 48 hours before the Booking, or if we are unable to gain access to the Property at the scheduled time, we will retain the reservation deposit as a reasonable charge to cover the time slot reserved exclusively for you and the preparation costs we have incurred.

By us:

• In the unlikely event that we need to cancel or reschedule your Booking (for example, due to illness or events outside our control), we will let you know as soon as possible and offer you a new date or a full refund of your deposit.

To allow us to carry out the Services safely and effectively, you agree to:

• Provide safe and clear access to the Property at the scheduled time (keys, codes, or someone to let us in).
• Ensure the Property has working utilities — running water, electricity, and adequate lighting and heating — so the clean can be carried out.
• Remove or secure any valuable, fragile, or important items. We take care in your home, but we cannot accept responsibility for loss or damage to valuables that have not been removed or disclosed.
• Provide accurate and complete information about the Property.
• Ensure the Property is empty of personal belongings and rubbish before the clean — for both end-of-tenancy and move-in cleans, our service is most effective in an empty property (we clean the space, we do not clear belongings or work around furniture and boxes).
• Inform us in advance of anything that may affect the clean (e.g. pets, hazards, or areas needing special care).

We are fully insured for the Services we provide. We recommend you maintain appropriate home contents insurance for your own belongings.

• We carry out the Services with reasonable care and skill.
• Our total liability to you for any claim arising from the Services is limited to the price paid for the Booking in question.
• We are not liable for: pre-existing damage or wear; damage to items requiring specialist handling or that were not disclosed; damage to valuables that were not removed or secured; or issues arising from inaccurate or incomplete information you have provided.
• The decision to return your tenancy deposit rests with your landlord, agent, or deposit scheme — not with us. We are not liable for deductions from your tenancy deposit that are unrelated to the quality of our cleaning (for example, deductions for damage, wear, missing items, rent, or anything listed in Section 5). If a deduction is made specifically for cleaning within our agreed scope, your remedies are set out in our Re-Clean Guarantee (Section 9) and in your statutory rights, subject to the liability cap above.
• We are not liable for other indirect or consequential losses, such as loss of time or inconvenience.
• Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded by law.
• Your statutory rights as a consumer are not affected by these Terms.

We are not liable for any failure or delay in performing the Services that is caused by events outside our reasonable control (for example, extreme weather, illness, accidents, transport failures, or other emergencies). If such an event occurs, we will contact you as soon as possible to reschedule, and you will not lose your deposit due to our cancellation.

We process your personal data in accordance with our Privacy Policy, which explains how we collect, use, and protect your information.

If you are unhappy with any part of our service, please contact us first at info@cleartenancy.co.uk so we can put it right (see also our Re-Clean Guarantee). We take all feedback seriously and aim to resolve concerns quickly and fairly.

We may update these Terms from time to time. The version that applies to your Booking is the one in force at the time you book. Any changes will be posted on this page with an updated "Last updated" date.

These Terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

If you have any questions about these Terms & Conditions, please contact:

Clear Tenancy (trading name of Andre Vinicius De Sousa Xavier)
Email: info@cleartenancy.co.uk
Phone: 07777 660494
25 Long Acre Court, Argyle Road, London W13 0DA, United Kingdom