Terms and Conditions

“We”, “us”, “KleanLuxe” means [Registered company name], company number [number], registered office [address]. AirLuxe, OmniaLuxe and EliteLuxe are services of KleanLuxe.

“You” means the person or business booking the service.

“Clean” means any cleaning visit we carry out for you.

By creating an account, accepting a quote or booking a clean, you agree to Part A and to the Part B section for your service.

We may ask for an assessment or a site walkthrough before we accept a booking. We can decline work that isn’t a good fit, and we’ll tell you why.

We’ll agree what each clean includes (the checklist or specification) before we start. Anything extra is quoted and charged separately.

Who supplies equipment, cleaning products and consumables depends on your service (Part B).

You must give us accurate details about the property: its size, layout and anything our team should know, such as pets, alarms, parking or fragile items. If the property is very different from what you told us, we may change the price or reschedule.

You must make sure the property is safe to work in, with working water and electricity.

Prices are shown when you book or in your quote. All prices include VAT [once registered].

How and when you pay depends on your service (Part B).

If a payment fails, we’ll tell you and try again. If it still fails, we may pause future cleans until it’s paid.

We may change our prices. Cleans you have already booked keep the price you booked them at. New prices apply only to new bookings.

We sometimes offer discounts, for example to new clients. A discount applies only to the cleans and dates stated in the offer.

You can cancel or move a clean free of charge up to 48 hours before its start time.

Cancelling less than 48 hours before is a late cancellation. What you pay depends on your service (Part B).

If we have to cancel or move a clean, we’ll tell you as soon as we can and offer another time. If we can’t, you won’t be charged for that clean.

You must give us a way in at the booked time, such as a lockbox code, key, concierge or someone on site.

We keep keys and access codes secure, and only the cleaners assigned to your clean can see them.

If our team can’t get in through no fault of ours, it counts as a late cancellation (section 4).

If we hold a key for you, we’ll return it when the service ends.

Tell us within 24 hours of the clean finishing, with photos of what was missed. Email enquiries@kleanluxe.com or use your dashboard.

If something on the agreed checklist wasn’t done properly, we’ll come back and put it right free of charge, at a time that suits you. A re-clean covers only the missed items, not a full new clean.

We can’t accept complaints after 24 hours, or once the property has been used again, because we can no longer tell what happened during our clean.

If you think something was damaged during a clean, tell us within 48 hours, with photos.

If we caused it, we’ll repair it or pay the reasonable cost of repair or replacement, up to the limit of our public liability insurance of [£ amount].

We’re not responsible for normal wear and tear, damage that was already there, items that were faulty or not fixed securely, or damage caused by following your instructions.

Please put away cash, jewellery and other valuables before a clean. We’re not responsible for them unless we were negligent.

We’re not liable for indirect losses, such as lost bookings, lost income or lost business, unless the law says we must be.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn’t allow us to limit.

Our cleaners are trained and checked [describe vetting once in place], and we may send a different cleaner from time to time.

Please treat our team with respect. We may stop a clean, or end the service, if our team is threatened, harassed or put in an unsafe situation.

You agree not to hire a KleanLuxe cleaner directly, or through another company, while you use our service and for 6 months afterwards. If you do, we may charge a placement fee of £500.

You can stop the service at any time, subject to the notice set out for your service in Part B. Cleans already inside the 48-hour window are treated as late cancellations.

We may pause or end the service if you don’t pay, break these terms, or if our team’s safety is at risk. Where we can, we’ll warn you first.

When the service ends, we return any keys we hold, refund anything you’ve prepaid that we haven’t used (Part B explains what this covers), and handle your information as set out in our Privacy Policy.

Keep your sign-in details private. You’re responsible for activity on your account.

Don’t misuse the site, for example by trying to access other people’s accounts or interfering with how it works.

The content and design of kleanluxe.com belong to KleanLuxe. Please don’t copy them without permission.

We work to keep the site running, but we can’t promise it will always be available or error-free.

We’re not responsible for delays or missed cleans caused by events we can’t reasonably control, such as severe weather, strikes, transport failures or power cuts. We’ll tell you and rebook as soon as we can.

We may update these terms. We’ll show the new date at the top and email account holders about important changes at least [30 days] before they apply.

These terms are governed by the law of England and Wales, and the courts of England and Wales can hear any dispute. If you’re a consumer living in Scotland or Northern Ireland, you can also bring a claim in your local courts. Please talk to us first, as most problems can be sorted out quickly.

KleanLuxe · enquiries@kleanluxe.com · 020 3866 0830 · [registered address]

Booking. When you connect your booking calendar (iCal), we book a clean after each guest check-out. You must keep the calendar connected and up to date. If the connection breaks, we’ll alert you, but we can’t clean stays we can’t see.

Turnover times. Cleans take place between check-out and the next check-in. The time we need depends on the size of the property and is shown when you set it up. If the gap between guests is shorter than that, we can’t guarantee the clean will be finished in time.

Payment. We charge the card saved on your account 48 hours before each clean. Card payments are processed securely by Stripe.

Late cancellations. We keep one third of the price of the clean. The other two thirds is added to your account as credit and comes off your next clean automatically. Credit never expires. Example: a £145 clean cancelled 20 hours before: we keep £48.33 and add £96.67 credit.

Equipment. Your property keeps its own cleaning equipment, such as a vacuum, mop and iron. We record it when you join, our team uses it at each clean, and we’ll tell you if anything needs repairing or replacing.

Supply float. Cleaning products and guest supplies (toilet roll, soap, toiletries, coffee) are bought from your supply float: a prepaid balance of £50 per property, held on your account. We restock from your property’s supplies list, keep every receipt, and top the float up from your saved card when it runs low. If a top-up fails, the clean still goes ahead, but we can only restock what the balance covers.

Linen. Fresh linen and towels are included in the price where your plan says so. Any linen you own stays yours and is recorded on your property’s register.

Reports. After each clean you’ll get a completion report with checklist and photos.

Portfolios. If you have [6 or more] properties, we may move you to a tailored portfolio agreement.

Ending. You can close your account at any time. We count your linen and equipment with you, and refund any unused credit and supply float to your card.

Booking. We visit your site, then send a written quote and cleaning specification. The service starts once you accept it.

Contract length and notice. Set out in your signed contract.

Payment. We invoice monthly. Payment is due within 14 days and is collected by Direct Debit. We may charge interest on late payments under the Late Payment of Commercial Debts (Interest) Act 1998.

Late cancellations. As set out in your contract. If your contract doesn’t say, [we charge the full price of a clean cancelled less than 48 hours before].

Equipment and supplies. Your site specification sets out who supplies equipment, cleaning products and washroom consumables.

Builders’ cleans are priced per project. Extra visits needed because other trades are still working on site are charged separately.

Out-of-hours cleans are available by agreement and may cost more.

Ending. By giving the notice in your contract.

Your right to cancel. If you book online or by phone, you have 14 days to cancel the agreement for a full refund. If you ask us to start cleaning within those 14 days, you pay for any cleans already carried out.

Payment. You pay monthly in advance.

Late cancellations. [We keep one third of the price of the clean and credit the rest to your next month.]

Equipment and products. Our team brings its own equipment and cleaning products. If you’d like us to use your own products, tell us before the clean.

Ending. Regular cleans continue until you cancel. You can stop them with 30 days’ notice. If you’ve already paid for cleans after your notice ends, we’ll refund them.

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