By booking a clean with Maid to Order, you agree to the following:

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1. Booking & Deposits

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• A deposit may be required for end of tenancy, deep cleans, or larger bookings.

• Where a deposit is requested, it must be paid within 24 hours of the booking being agreed.

• If the deposit is not received within 24 hours, the booking cannot be secured and may be released to another client without notice.

• A booking is only considered confirmed once the deposit has been received (where applicable).

• Deposits are non-refundable if the booking is cancelled within 24 hours of the agreed time.

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2. Cancellations & Changes

​• More than 24 hours’ notice: No charge.

• Within 24 hours of the booking (but not the same day):

• End of Tenancy / Deep Cleans – £50

• General / Regular Cleans – £20

• Same day cancellations, missed appointments, or no access on arrival:

• The full booking amount will be charged.

 

• For clarity:

• Cancelling the day before = reduced cancellation fee applies

• Cancelling on the same calendar day as the booking = full charge applies

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• Examples:

• Clean booked for 10:00am Tuesday

– Cancelled Monday at 3:00pm → £20 / £50 fee applies

– Cancelled Tuesday at 8:00am → Full amount charged

 

• Clean booked for 2:00pm Friday

– Cancelled Thursday evening → £20 / £50 fee applies

– Cancelled Friday morning → Full amount charged

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• If a deposit has already been paid, it will be retained and deducted from the cancellation fee or total amount due.

• If no deposit has been paid, the applicable fee or full amount will still be payable.

• This applies to one-off and regular clients, including late cancellations and no-shows.

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3. Access to the Property

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• The property must be accessible at the agreed start time.

• If access is delayed (keys not ready, concierge delays, tenant not present, etc.), a late access fee may be applied.

• Where access is delayed, the clean may need to be cut short to fit within scheduled time slots, and the full booking fee will still apply.

• If access cannot be gained at all, this will be treated as a same day cancellation, and the full booking fee will apply.

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4. Photos & Videos

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• Photos and videos are taken before, during, and after cleans for:

• Quality control

• Evidence of work completed

• Protection for both the client and Maid to Order

 

• Any images used for marketing will never show personal items or identifying details.

 

5. Complaints, Re-Cleans & Price Adjustments

 

 

• Any issues relating to end of tenancy or general cleans must be reported within 24 hours of the clean being completed.

• Complaints must be supported with clear photo or video evidence.

• Where appropriate, we may:

• Attend a re-clean, or

• Discuss a reasonable price reduction

 

• Issues raised after 24 hours will be considered accepted as satisfactory and may not be eligible for a re-clean or price adjustment.

 

6. Time & Pricing

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• Time estimates are approximate and may vary depending on property condition.

• Additional time or services requested on the day may incur extra charges, agreed where possible.

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7. Health & Safety

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• We are unable to move extremely heavy furniture or unsafe items unless agreed beforehand.

• Pets must be secured during the clean.

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8. Payment

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• Payment must be made on the same day the clean is completed, unless otherwise agreed in writing.

• Late or non-payment may affect future bookings.

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9. Regular Clients

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• Regular bookings rely on consistency and trust.

• Repeated late cancellations or late payments may result in services being paused or withdrawn.

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10. Acceptance

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• Booking a clean confirms acceptance of these Terms & Conditions.