Home · Terms and Conditions

Terms and Conditions

Last updated 8 June 2026

These are the terms you agree to when you book a clean with us. They cover how we quote and take payment, how to cancel, what we need to get into the property, and what our insurance covers.

Pricing

We reserve the right to amend the initial estimate given over the telephone, should the description differ when we visit the property on site or if client’s original requirements change.

Payment

Payment for the services provided by us is as follows:

I. Cash payments

1. Cash payment is arranged
after
completion of the work and upon inspection by you or person in charge, directly to the company team on site. By making a payment
YOU AGREE
that the services were performed to your satisfaction and that there are
NO DAMAGES
and you have
NO COMPLAINTS
or
ISSUES
!
I. 2. In cases where the cash payment is
not received
, such is due within
3 working days following completion of the work
. All bank information will be provided by our company.

II. Bank transfer payments

Bank transfer payment

the service starts

1. Bank transfer payments are accepted
at least 24 hours prior the service
. Bank transfer proof to be emailed the day before,
otherwise
our company holds
the right to cancel the service
.
II. 2. Bank transfer payments from corporate customers is required
within a period of 1 month (30 days) upon completion
of the requested work.
II. 3. All Services
are secured with
a deposit of 50%
of the total service value, payable
at least 24 hours in advance
.

When booking the service and giving permission to our company to organize it, the customer

If the customer

pay this amount, pursuant to Clause 5 on a voluntary basis or on request from our company,

Take legal action
to pursue the customer for the amount due
Report the customer as a
Bad Debtor to the relevant financial institutions
in the UK

Upon the act of arranging a booking for any type of service,

you confirm that you have read and agreed with the company Payment terms and conditions, as well as the general Terms and conditions

Your statutory right to cancel (online and telephone bookings)

Because bookings made through our website or by telephone are distance contracts, you have the right to cancel within 14 days, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, just tell us before the 14 days are up – email [email protected] or call 0333 555 2076 (a clear statement that you wish to cancel is enough; you may use the model form below). If you cancel in time and the service has not started, we refund any deposit within 14 days.

If you want your clean to go ahead within the 14-day period, we will ask you to confirm that you request the service to begin straight away and that you understand you lose the right to cancel once it has been fully carried out. If you cancel after the work has started but before it is finished, you pay a proportionate amount for the work already done.

Model cancellation form – To Monster Cleaning Ltd, 75 Shakespeare Avenue, Feltham, TW14 9HU / [email protected]: I give notice that I cancel my contract for the following service [describe service], ordered on [date] / due on [date]. Name: __________ · Address: __________ · Date: __________.

Cancellations

1. The Client
  can cancel or reschedule
  the scheduled service by giving us at least a
  48h notice
  . Failure to provide us with the needed notice will result with an at least
  30GBP non-refundable fee or up to 50% of the cost of the service.
2. The Client may terminate a regular cleaning service (rather than just cancel one week’s appointment) by
  giving at least one full week notice prior
  to the cleaning service in writing via e-mail, giving reason and specifying the last cleaning date.
3. By entering into a service agreement with Monster Cleaning Ltd, the Client agrees that after the termination of the cleaning service he/she
  will not hire or use
  any domestic services provided by a present or past cleaner introduced to the Client by the Company. If the Client wishes to hire or use domestic services provided by such a cleaner then he/she must pay a
  referral fee of £500.
4. The Client
  must
  pay the full price of a cleaning visit if the regular cleaning service is cancelled or rescheduled
  without 48h notice
  or is terminated
  less than one week
  before the agreed start of the visit.
5. The Client
  can reschedule or cancel
  the appointment over
  the phone or by e-mail
  .
6. We reserve the right to refuse any cleaning job or part of it, if the condition of the property is hazardous to the health and well being of our operatives or specifics of the job were not disclosed properly.
7. The cleaning company has the right to cancel or reschedule a service in cases where an accident or any unexpected circumstances have befallen the assigned cleaning team.
Access
1. 1. 1. The Client must provide
      electricity and running water
      at the premises where the service is conducted. Failure to provide these is subject to a
      £30 non-refundable fee
      .
    2. The Client is responsible for
      providing access to the their property
      at the scheduled time. If keys are provided they must open and close all locks without any special efforts or skills. Failure to provide access to the property is subject to a
      £30 non-refundable fee
      .
    3. The Client is requested to arrange a
      suitable parking space
      for our vehicles within
      close
      proximity of the property and to
      cover any parking/congestion expenses
      if applicable.
    Insurance
    The Company and the individual cleaners
    . They can be covered by the Company and/or its operatives insurance,
    if the damage/breakages are reported within
    of the cleaning service visit.
    Claims
    1. 1. No refund claims
        will be considered once the cleaning service
        has been carried out
        .
        All services shall be deemed to have been carried out to the Client’s satisfaction
        unless
        written notice is received by the Company with details of the complaint within
        48 hours
        of the work being completed. We will
        fully
        investigate any complaint and
        attempt to resolve it
        to the satisfaction of the client, or alternatively to a reasonable standard.
        The Client agrees to allow the Company back to
        re-clean and inspect
        any disputed areas/items
        before
        arranging a third party to carry out services.
        The Client must be present at all time during the recovery clean.
        The Company reserves the right to only offer
        one recovery clean per service.
        While our operatives make every effort not to break items, accidents do happen. Identical replacement is always
        attempted but not guaranteed
        . The Company may require entry to the location of the claim within
        48 hours
        to correct the problem. In case of damage,
        proven
        to be caused by us, The Company will repair the item at its cost. If the item cannot be repaired the Company will rectify the problem by crediting the customer with the item’s
        present actual cash value
        toward a like replacement.
        This liability applies only once the payment for the service has been received in full.
      Liability
      1. The Company shall
        not be liable
        for any third parties or their actions who enter or are present at the Client’s premises during the cleaning visit. The cleaners
        cannot
        be relied on to grant access to the property to any third parties.
        Items excluded from the cleaning company’s liability include:
        cash, jewellery, art, antiques and items of sentimental value
        . Refund for items of
        sentimental/personal value
        will be made only at its current cash value.
        The Company requests
        all irreplaceable items
        (whether monetarily or sentimentally valuable) be
        stored away and/or not cleaned
        by the cleaning operatives.
        We are
        not
        responsible for any existing damage to clients property in the form of
        old stains/burns/spillages etc.
        which cannot be cleaned/removed completely by the cleaning operative using the industry standard cleaning methods.
        The Company
        shall not be liable for the shrinkage of carpets
        as a result of poor fitting.
        We will do our best to make sure your appliances are cleaned to a high standard. However, if they have not been cleaned since they were purchased regrettably
        we will not be liable for ingrained dirt that cannot be removed using chemicals.
        Freezers must be defrosted in advance
        . As the time-scales for defrosting will not enable us to thoroughly clean it.
        We cannot guarantee our
        End of Tenancy Cleaning
        service
        when furniture or people
        are still present in the property at the time of the cleaning.
        Carpet Cleaning
        booked along with
        End of Tenancy Cleaning
        is
        not part of the 48 hours guarantee
        that applies for
        End of Tenancy Cleaning
        .
        We shall
        not
        be responsible for any damage caused as a result of the
        client placing furniture on a carpet which has not completely dried.
        The Company
        is not liable
        for any wear or discolouration of fabric that becomes more notable once dirt is removed.
        We are
        not
        liable for any damages caused by faulty products/equipment
        provided by the customer.
        For all services other than
        End of Tenancy Cleaning
        we shall
        not
        be liable for completing jobs that are
        not listed on the customer’s task list.
        The Company shall
        not
        guarantee
        After Builders Cleaning
        service when building work
        has not finished
        and there still are
        people present on site
        .
        Your statutory rights
        Nothing in these Terms and Conditions affects your statutory rights as a consumer. In particular, your rights under the Consumer Rights Act 2015 (including that services will be carried out with reasonable care and skill) and the Consumer Contracts Regulations 2013 are not excluded or limited. Where anything in these conditions conflicts with your statutory rights, your statutory rights prevail. Making payment does not require you to give up any statutory right, and does not stop you raising a complaint within the timescales set out above.
        Special Offer Conditions
        Promotional offers
        cannot
        be combined with other offers or discounts.
        Promotional offers do not apply for minimum charges
        .
        Promotional offers are subject to availability and usually apply
        for specific days, time slots and areas.
        By providing your contact details you may receive messages about your booking and, where permitted by law (for example about cleaning services similar to those you have used), occasional marketing. You can opt out at any time using the unsubscribe link in any email, by replying STOP to a text, or by contacting us.
        About us and governing law
        These services are provided by Monster Cleaning Ltd, registered in England and Wales (company number 09919639), registered office 75 Shakespeare Avenue, Feltham, TW14 9HU. Contact [email protected] or 0333 555 2076. These Terms are governed by the law of England and Wales.

Terms and Conditions

Pricing

Payment

I. Cash payments

II. Bank transfer payments

Your statutory right to cancel (online and telephone bookings)

Cancellations

Access

Insurance

Claims

Liability

Your statutory rights

Special Offer Conditions

About us and governing law