📜 Terms and Conditions of Service
Prime Cleaning London (The Company)
These Terms and Conditions govern the provision of all cleaning and maintenance services provided by Prime Cleaning London (referred to as "The Company," "We," "Us," or "Our") to the Customer (referred to as "The Client," or "You"). By booking any service with The Company, The Client accepts and agrees to be bound by these Terms and Conditions.
1. Definitions
The Company: Prime Cleaning London, a cleaning and property maintenance service provider in London, UK.
The Client: The person, firm, or corporate entity engaging The Company's services.
Service: The cleaning, maintenance, or related work carried out by The Company's operatives, as detailed in the quotation or booking confirmation.
Service Time: The scheduled date and time of the Service visit.
Quotation: The initial estimate provided by The Company, which may be subject to change upon property inspection.
2. Quotations and Booking
Quotation Validity: All Quotations are estimates based on the information provided by The Client and are valid for thirty (30) days from the date of issue.
Minimum Charge: All Services, including regular domestic cleaning and specialist services, are subject to a minimum booking charge/duration, as specified in the Quotation.
Booking Confirmation: A booking is considered confirmed only upon The Client receiving a written or electronic confirmation from The Company. For one-off and specialist services (e.g., End of Tenancy, Deep Cleaning), a non-refundable deposit or full pre-payment may be required.
Pricing Changes: The Company reserves the right to amend the price if, upon arrival, the premises' condition or size materially differs from the information provided during the Quotation stage, requiring significantly more time or resources. Any price change will be agreed with The Client before the Service begins.
3. Service Scope
Agreed Scope: The Service will only cover the tasks and areas explicitly agreed upon in the booking confirmation. Any additional services requested on the day must be approved by The Company management before the operative commences the extra work and may incur an additional charge.
End of Tenancy (EOT) Clean: This Service follows a strict checklist designed for professional inventory checks. The EOT service does not include exterior cleaning, washing walls/ceilings, or removal of rubbish/waste, unless specifically quoted for.
Specialist Cleaning: Services like Carpet Cleaning, Oven Cleaning, and Upholstery Cleaning are highly specialised and may be offered as add-ons. Results depend heavily on the carpet/fabric condition, age of stains, and previous treatments. Restoration to a "brand new" state is not guaranteed.
Equipment and Materials: The Company will supply all professional cleaning equipment and cleaning products necessary for the Service unless otherwise agreed in writing.
4. Client Obligations and Access
Access: The Client must ensure access to the property is available at the Service Time. Failure to provide access may result in a full or partial cancellation fee (see Clause 6).
Utilities: The Client must ensure that working electricity and hot running water are available at the premises for the duration of the Service.
Safety: The Client must ensure a safe working environment for The Company’s operatives, free of any known hazards or dangerous materials.
Securing Valuables: The Client is responsible for securing all valuable, fragile, delicate, or breakable items, including cash, jewellery, artwork, and sentimental belongings, before the Service Time.
Keys: If keys are provided, they will be coded and kept secure. The Company is not liable for any costs related to alarm call-outs if the alarm code provided by The Client is incorrect or faulty.
5. Payments and Cancellations
Payment Terms: Payment for one-off and specialist services (EOT, Deep Clean, After Builders) is due in full on the day of service completion, or as otherwise specified on the invoice. Commercial Clients will be invoiced monthly or per project, with payment due within 7 days unless agreed otherwise.
Late Payment: The Company reserves the right to charge statutory interest on overdue commercial invoices, as per UK law. Services may be suspended or terminated if payments are persistently overdue.
Cancellation Policy:
Notice Period: The Client must provide a minimum of 48 hours’ notice to cancel or reschedule a confirmed booking.
Late Cancellation Fee: If a booking is cancelled or rescheduled with less than 48 hours’ notice, The Client agrees to pay a late cancellation fee equal to 50% of the total service cost.
No Access/No Show: If The Client fails to provide access (no one home, faulty keys, etc.) on the day of the Service, the full quoted price will be charged to cover lost time and expenses.
6. Complaints, Claims, and Liability
Satisfaction Guarantee & Complaints: The Client must notify The Company in writing (email) of any complaint or dissatisfaction with the Service within 24 hours of the Service completion. Failure to report within this timeframe will result in the waiver of any right to a remedy.
Free Re-Clean: If a complaint is valid and reported within the 24-hour window, The Company will arrange a free re-clean of the disputed area(s). The Company's liability is limited to the cost of rectifying the Service through a free re-clean.
End of Tenancy Guarantee: The 100% Deposit Back Guarantee is valid only if The Client provides written feedback from the landlord or inventory clerk detailing the cleanliness issues within 48 hours of service completion, and allows The Company a reasonable window (usually 48 hours) to return and rectify the issues. This guarantee does not cover pre-existing damage, fair wear and tear, or external areas.
Liability & Insurance: The Company is fully insured with Public Liability Insurance. We will take all reasonable steps to avoid damage to The Client’s property. We are only responsible for damage caused by the proven negligence of our operatives during the Service. The Client must report any damage claim in writing within 24 hours of the Service completion.
Exclusions: The Company is not liable for:
Damage to items that are not secured or are inherently delicate, worn, or incorrectly fitted.
Failure to remove pre-existing, non-removable stains (e.g., permanent markers, ingrained dirt).
Wear and tear becoming more noticeable after cleaning (e.g., paint peeling from worn skirting boards).
7. Termination
Termination by Client (Regular Services): The Client may terminate a regular (weekly/fortnightly) Service by providing a minimum of two (2) weeks’ written notice.
Immediate Termination by Company: The Company reserves the right to terminate any service immediately if The Client breaches these terms (e.g., non-payment, unsafe working conditions, abuse of staff).
8. General Terms
Governing Law: These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.
Confidentiality: The Company and its operatives agree not to disclose any confidential information regarding The Client or their property to any third party, except as required by law.
Photography: Before-and-after photos may be taken for quality assurance and training purposes. These will not be shared publicly without The Client's explicit consent.
Prime Cleaning London Email: info@primecleaninglondon.co.uk Website: www.primecleaninglondon.co.uk
Last Updated: November 2025
🔒 Privacy Policy
Prime Cleaning London
Last Updated: November 2025
Prime Cleaning London ("The Company," "We," "Us," or "Our") is committed to protecting the privacy and security of your personal data. This Privacy Policy explains how we collect, use, disclose, and protect the information you provide to us when using our website or booking our cleaning and property maintenance services.
We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
1. Information We Collect
We only collect personal data necessary to provide and manage our services. This includes:
Contact Data: Your name, email address, telephone number, and postal address.
Property Data: The address of the property to be cleaned, access instructions, details regarding the scope of work (e.g., number of rooms, specific requirements).
Transaction Data: Details about services you have purchased from us and payment methods used (though we generally do not store full payment card details, as processing is handled by third-party payment gateways).
Communication Data: Records of emails, calls, and other correspondence between you and The Company.
Technical Data (Website Users): IP address, browser type, operating system, and data collected via cookies regarding your usage of our website.
2. How We Collect Your Data
We collect data through the following methods:
Direct Interactions: When you request a quote, book a service, contact us via phone or email, or subscribe to our newsletter.
Automated Technologies: As you interact with our website, we may automatically collect Technical Data using cookies and similar technologies (see Section 5).
Third Parties: We may receive limited data from partners, such as property managers or estate agents, when they book services on your behalf.
3. How We Use Your Data (Purpose and Legal Basis)
We use your personal data for the following purposes, based on the corresponding legal grounds:
Purpose of Use
Type of Data Used
Lawful Basis for Processing
Providing and Managing Services
Contact, Property, Transaction
Performance of a Contract
Sending Quotations and Invoices
Contact, Transaction
Performance of a Contract
Customer Service and Support
Contact, Communication
Legitimate Interest (Ensuring efficient service delivery)
Marketing Communications
Contact, Technical
Consent (Where required) or Legitimate Interest (For existing customers about similar services)
Improving Services/Website
Technical, Communication
Legitimate Interest (Analysis and development of our business)
Legal Compliance
Transaction, Contact
Legal Obligation
4. Sharing and Disclosure of Your Data
We may share your data with the following parties only where necessary and under strict confidentiality agreements:
Cleaning Operatives: We share necessary Contact and Property Data (name, address, access details) with the specific Prime Cleaning London operative assigned to your job to enable them to perform the service.
Third-Party Service Providers: We use third-party tools for payment processing, email delivery, and customer relationship management (CRM). These providers are only allowed to process your data according to our instructions.
Legal Requirements: We will disclose your personal data where required to do so by law or in connection with any legal proceedings or prospective legal proceedings.
We will never sell your personal data to third parties for marketing purposes.
5. Cookies and Tracking Technologies
Our website uses cookies to distinguish you from other users. This helps us provide you with a good experience when you browse our website and allows us to improve our site.
Essential Cookies: Necessary for the website to function (e.g., remembering your quote preferences).
Analytical/Performance Cookies: Allow us to recognise and count the number of visitors and see how visitors move around our website.
Marketing Cookies: Used to track visitors across websites to display relevant advertising.
You can set your browser to refuse all or some browser cookies or to alert you when websites set or access cookies.
6. Data Security
We have implemented appropriate security measures, including physical, electronic, and managerial procedures, to prevent your personal data from being accidentally lost, used, accessed in an unauthorised way, altered, or disclosed. All data is stored on secure servers located within the UK or EEA.
7. Data Retention
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. Generally, we retain customer service and transaction data for up to seven years after our contractual relationship ends to meet legal obligations related to tax and record-keeping.
8. Your Legal Rights
Under UK GDPR, you have the following rights regarding your personal data:
Right of Access: The right to request a copy of the personal data we hold about you.
Right to Rectification: The right to have any incomplete or inaccurate data we hold about you corrected.
Right to Erasure ('Right to be Forgotten'): The right to ask us to delete or remove personal data where there is no good reason for us to continue processing it.
Right to Restrict Processing: The right to object to us processing your personal data where we are relying on a legitimate interest.
Right to Data Portability: The right to receive your personal data in a structured, commonly used, and machine-readable format.
Right to Withdraw Consent: Where we rely on consent to process your data, you have the right to withdraw that consent at any time.
If you wish to exercise any of these rights, please contact us using the details below.
9. Contact Information and Supervisory Authority
If you have any questions about this Privacy Policy or our privacy practices, please contact us:
Prime Cleaning London
Email: info@primecleaninglondon.co.uk
You also have the right to make a complaint at any time to the UK supervisory authority for data protection issues, the Information Commissioner's Office (ICO).