Fussy Cleans - Terms and Conditions
Last updated: 19 October 2026
These Terms and Conditions ("Terms") govern cleaning services provided by Fussy Cleans Limited ("Fussy Cleans", "we", "us" or "our").
By confirming a quotation, making payment or allowing the service to begin, you agree to these Terms.
1. Company details
Company: Fussy Cleans Limited
Company number: 12309525
Registered address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Email: hello@fussycleans.co.uk
Telephone: 020 3488 7440
Website: www.fussycleans.co.uk
2. Which terms apply
The version of these Terms supplied when your booking is agreed applies to that booking. Later website updates do not retrospectively change an existing agreement. A quotation, service summary, checklist, email or message may add service-specific details, but does not remove your statutory rights.
If a quotation expressly varies these Terms, the written quotation takes priority for that specific booking.
3. Services
We currently provide cleaning services, including:
Regular and refresh cleaning;
One-off cleaning;
Deep cleaning;
Pre-tenancy cleaning;
End of tenancy cleaning; and
Individually assessed commercial cleaning and pre-agreed cleaning add-ons.
We do not currently offer serviced-accommodation or short-let turnover services, handyman work, repairs, maintenance, regulated work, pest control, biohazard remediation or specialist mould remediation.
The exact service, allocated time, priorities, inclusions and exclusions will be set out in your confirmed quotation or service description. A three-hour minimum applies to every cleaning job across all services, including jobs covering selected rooms.
4. Quotations, scope and payment
4.1 Information used for quotations
Quotations are based on the information you provide, including property size, condition, occupancy, access, service type, photographs or videos, and requested scope. For bathroom cleaning, we review photographs before confirming the price.
4.2 Assumptions
Unless agreed otherwise, a quotation assumes:
The property and required work have been accurately described;
Safe and reasonable access is available;
Water, electricity and lighting are available;
There are no hazardous materials, infestations or undisclosed specialist conditions; and
The work can be undertaken safely within the agreed scope. Estimated time does not override the agreed-scope and price commitments in section 4.3.
4.3 Quote confirmation
Prices shown as "from" or "provisional" are indicative until we have reviewed the relevant property details and condition. The agreed scope and total price are confirmed before you book. VAT is not charged. The confirmed total does not increase merely because the agreed work takes longer than estimated. Regular cleaning is delivered within the agreed booked duration and priorities. End of tenancy cleaning is delivered to the agreed cleaning scope, subject to any expressly agreed variation.
4.4 Differences found on arrival
If the condition, access or requested scope materially differs from the information supplied, we may explain the issue and propose one or more of the following:
A revised quotation;
A reduced or revised scope;
Additional allocated time;
A rescheduled service; or
Cancellation of work that cannot be performed safely or reasonably.
We will agree any additional charge and revised scope with you before carrying out the additional work.
4.5 Variations
Work outside the confirmed scope is a variation. Any additional price or time must be agreed before that work proceeds. A cleaner cannot guarantee that an unplanned request can be completed during the booked visit.
4.6 Payment link and receipt
For standard domestic bookings, no deposit is required. Once the scope, total, appointment and supplied Terms are agreed, we confirm your booking in writing. Full payment is due 24 hours before the agreed arrival time, or the start of an arrival window. Bookings made within 24 hours of arrival require full payment when booking. For recurring domestic cleaning, this applies to each visit unless a different schedule is expressly agreed in writing. Your confirmation will state the exact payment deadline and include a secure payment link. You make the payment yourself; we do not require you to give us your full card details or authorise automatic future charges. A receipt is issued by email. If payment is overdue, we will contact you before cancelling or releasing the slot; cleaners will not be dispatched without verified payment. Any cancellation charge remains subject to section 7, actual loss and your statutory rights. Commercial payment terms are agreed individually in writing.
5. Cleaning scope, add-ons and end of tenancy
Standard cleaning includes vacuuming carpets only. Carpet shampooing, steam cleaning, extraction and upholstery cleaning require separate assessment, confirmed availability and a separate written quote. Other extras are included only when expressly agreed in your quotation.
The end of tenancy base scope includes one standard oven interior, an empty defrosted fridge/freezer interior, empty kitchen cupboards inside and out, and accessible internal windows. Exterior windows, waste removal and specialist mould remediation are excluded.
End of tenancy cleaning does not guarantee the return of a tenancy deposit or approval by a landlord, letting agent, inventory clerk or deposit scheme. Those decisions are made independently of Fussy Cleans.
Cleaning cannot remedy normal wear and tear, permanent staining, damage, defective fittings, damaged paintwork, damaged flooring or deterioration that cleaning cannot reasonably correct.
This section does not reduce our obligation to provide the agreed cleaning service with reasonable care and skill.
6. Access, utilities and site conditions
You must provide safe, timely and uninterrupted access to the property and ensure that water, electricity and reasonable lighting are available. For regular cleaning, you normally supply a functioning vacuum, mop and routine cleaning products unless otherwise quoted. For end of tenancy cleaning, the property must be in the agreed state, belongings removed unless included in the quote, and appliances empty and defrosted where required.
Please secure pets and remove or protect valuables, fragile items, confidential papers and other sensitive belongings.
We may pause or stop work where conditions are unsafe, unlawful, materially misrepresented or outside the agreed service scope. We will explain the reason and any applicable charge.
7. Cancellations, rescheduling and no access
For standard domestic bookings, you may cancel or reschedule without charge by giving at least 48 hours' notice.
Where less notice is given, we may charge:
50% of the confirmed booking price where 24 to 48 hours' notice is given;
Up to 100% where less than 24 hours' notice is given, including same-day cancellation; or
Up to 100%, plus any unavoidable access or parking costs, where our team attends but cannot gain access.
Any charge will reflect the loss reasonably caused by the cancellation, rescheduling or failed access. Where we refill the appointment or otherwise reduce our loss, the charge will be reduced accordingly.
For commercial bookings, cancellation, rescheduling and failed-access terms are agreed individually in writing. The standard domestic notice periods and charges above do not automatically apply.
Nothing in this section affects any cancellation right that applies by law.
Statutory cancellation rights for distance bookings
Consumers booking online or by telephone can cancel without giving a reason until 14 days after the day the contract is made. Applicable off-premises cancellation rights also remain protected.
Starting within this period requires your express request. If you then cancel, only a lawful proportionate charge for work supplied may be deducted. The cancellation right ends on full performance only with your prior express request and acknowledgement that completion ends that right. Accepting these Terms alone is not that request.
Cancel by any clear statement to hello@fussycleans.co.uk, 020 3488 7440 or the postal address above. Sending notice before the deadline is sufficient. Standard cancellation charges do not apply to a valid statutory cancellation. Refunds are made without undue delay, within 14 days of notification, by the original payment method unless otherwise agreed, without a refund fee.
You may use this optional cancellation form:
To Fussy Cleans Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ; hello@fussycleans.co.uk.
I/We give notice that I/We cancel my/our contract for the following service:
Service:
Ordered on:
Consumer name(s):
Consumer address:
Date:
Signature (paper only):
8. Quality concerns and remedial work
Please report cleaning concerns in writing within 48 hours of the visit, where reasonably possible, so that we can investigate and, where appropriate, arrange remedial work.
We may ask for photographs, videos or reasonable access to inspect the reported area. If another person or contractor has cleaned, altered or occupied the area before we can inspect it, that may affect what we can reasonably verify or remedy.
Where agreed work has not been provided with reasonable care and skill, we will arrange appropriate repeat cleaning at no extra cost, within a reasonable time and without significant inconvenience. Where repeat performance is impossible or is not provided on that basis, consumers may be entitled to an appropriate price reduction or refund. We assess later inventory reports against the agreed scope, evidence and circumstances; we do not automatically reject them because they arrive after 48 hours.
The 48-hour reporting request does not remove or limit your statutory rights.
9. Damage and breakages
Please report suspected damage or breakage in writing within 48 hours of discovery, where reasonably possible, and provide relevant photographs or other evidence.
We are not responsible for pre-existing damage, ordinary wear and tear, manufacturer defects, or items that are fragile, insecure, worn or incorrectly installed, except to the extent that loss or damage was caused by our failure to exercise reasonable care and skill.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence.
10. Photographs and service records
You may submit property photographs or videos before booking so that we can assess condition, scope and quotation.
We may also take proportionate photographs of relevant work areas before, during or after a visit for service delivery, quality control and dispute handling. We aim to avoid capturing people, confidential papers and unrelated personal belongings.
Photographs and videos are handled in accordance with our Privacy Policy. They are not used for marketing without separate permission.
11. Customer instructions and authority
The person making the booking confirms that they are authorised to provide access, approve the work and accept charges for the property concerned.
Please provide accurate priorities, access information and any material health, safety or property information before the service begins.
12. Conduct and termination
We may refuse, pause or end a service because of abusive behaviour, non-payment, unsafe conditions, unlawful instructions, lack of access or a material breach of these Terms. We will explain any charge or refund position that applies.
13. Events beyond reasonable control
If an event outside our reasonable control disrupts your service, we will contact you as soon as reasonably possible and discuss rearrangement. If we cancel or cannot provide the service and you do not agree to rearrange it, we will refund the amount paid for the service not supplied. This does not limit any other remedy or statutory right.
14. Data protection
We process personal data in accordance with our Privacy Policy and applicable UK data-protection law.
15. Governing law
These Terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer right to bring proceedings elsewhere.
16. Contact
Questions about these Terms can be sent to hello@fussycleans.co.uk.