TERMS & CONDITIONS
Last Updated: 13 May 2026
These Terms & Conditions govern the provision of services by Kingsmaid Domestic & Commercial Cleaning (“Kingsmaid”, “we”, “our”, or “us”).
By booking or using our services, you agree to these Terms & Conditions.
- WHO WE ARE
Kingsmaid Domestic & Commercial Cleaning operates across various regions of the United Kingdom.
These Terms & Conditions apply to all services provided under the Kingsmaid brand.
- OUR CLEANING TEAMS
Our teams are professionally trained in Kingsmaid cleaning systems and operational procedures designed to deliver efficient and high-quality cleaning services.
– Cleaning services are typically carried out by two-person teams, although single operatives, subcontractors, franchise operators, approved service partners, or larger teams may occasionally be used.
– Staff are vetted, insured, and expected to maintain professional standards at all times.
– Staff are not permitted to smoke, eat, or drink inside customer properties unless expressly authorised.
– We aim to provide customers with a regular cleaner or cleaning team wherever reasonably possible, and in the majority of cases this is what we seek to maintain. However, due to holidays, sickness, staffing changes, operational requirements, emergency cover, annual leave, or other circumstances beyond our reasonable control, we cannot guarantee that the same individual cleaner or exact team will attend every visit.
– We operate in accordance with applicable health and safety regulations.
- OUR SERVICES
We provide domestic and commercial cleaning services tailored to customer requirements.
Cleaning services may include:
– Dusting
– Vacuuming
– Mopping
– Surface cleaning
– Bathroom and kitchen cleaning
– Interior window cleaning
– Laundry and ironing assistance
– Bed changing
– Rotational deep-cleaning tasks
– General housekeeping duties
Cleaning results may vary depending on:
– Time booked
– Property condition
– Access restrictions
– Clutter levels
– Maintenance issues
– Customer priorities
– Customer expectations
Cleaning results may vary depending on the condition, maintenance level, and time allocated to the property.
Customers acknowledge that cleaning services are designed to maintain and improve reasonable domestic or commercial cleanliness standards but cannot reverse long-term deterioration, neglect, poor maintenance, permanent staining, or historic build-up conditions.
We are happy to prioritise areas based on customer preferences where reasonably possible.
Completion of all requested tasks cannot be guaranteed where insufficient time has been booked for the condition, size, or requirements of the property.
Charges are based on time allocated and/or agreed service arrangements rather than guaranteed completion of every requested task.
Where reasonably possible, we will provide guidance regarding the amount of cleaning time we believe may be appropriate based on the information provided to us at the time of booking. Customers may, however, choose to proceed with fewer allocated hours than recommended.
Where insufficient time has been allocated, certain tasks or areas may remain incomplete. In ongoing service arrangements, we may continue to advise where additional time may be beneficial in order to maintain the desired cleaning standard.
Additional tasks requested during attendance may not be possible within the originally allocated cleaning time and may require additional booked hours or revised charges.
For one-off cleaning services, customers are strongly encouraged to follow the time guidance provided by our office team at the time of booking wherever possible.
We cannot guarantee the removal of permanent stains, mould, mildew, limescale, ingrained dirt, discolouration, or conditions caused by age, wear, neglect, material deterioration, or previous maintenance issues.
Unless specifically agreed in advance, services do not include the handling or removal of human waste, animal waste, bodily fluids, dead animals, animal carcasses, needles, sharps, hazardous materials, or biohazard substances.
Where property conditions materially differ from those disclosed at the time of booking, including severe contamination, infestation, hoarding conditions, biohazard risks, excessive clutter, or significant property deterioration, we reserve the right to revise pricing, reduce scope, suspend services, or refuse attendance.
We reserve the right to refuse, suspend, or discontinue tasks where:
– Health and safety risks exist
– Conditions are unsafe
– Appropriate equipment or access is unavailable
– The task may risk damage or injury
– Property conditions present unreasonable hygiene, infestation, biohazard, welfare, or safety concerns
- EQUIPMENT & CLEANING PRODUCTS
Unless otherwise agreed, we provide the cleaning products and equipment required to carry out the service.
Where customers request the use of their own products or equipment:
– This is entirely at the customer’s risk
– Customers are responsible for ensuring equipment is safe and properly maintained
– Electrical items should be appropriately tested and safe for use
We are not liable for faults, failures, or damage arising from customer-provided products or equipment.
For health and safety reasons, our staff may decline to lift, move, climb on, or clean around heavy, unstable, hazardous, or inaccessible items where doing so may create a risk of injury or damage.
- APPOINTMENTS & ARRIVAL TIMES
We will attend on the agreed service date; however, exact arrival times cannot be guaranteed unless specifically agreed in writing.
Customers will generally receive an email on the working day prior to their scheduled clean confirming an estimated arrival time. These times are estimates only and are provided to assist with planning.
To allow for traffic conditions, delays at previous appointments, staff welfare requirements, emergencies, and other operational factors, we generally allow a timing flexibility window of approximately 30 minutes either side of the estimated arrival time.
Whilst we always aim to arrive as close as possible to the estimated time provided, customers acknowledge that arrival times cannot be guaranteed precisely.
Our standard operational hours are generally between 8:00am and 6:00pm.
Delays caused by:
– Traffic
– Weather
– Staff sickness
– Emergencies
– Previous appointments overrunning
– Other operational issues
shall not constitute breach of contract or grounds for compensation.
- CUSTOMER RESPONSIBILITIES
Customers are responsible for:
– Providing safe access to the property
– Providing accurate booking information
– Ensuring utilities such as electricity and running water are available
– Securing fragile, valuable, or irreplaceable items
– Informing us of any hazards, pets, access restrictions, or special requirements
– Providing safe parking arrangements where possible
– Ensuring keys, alarm codes, entry codes, and access instructions provided to us are accurate and functional
Customers are strongly encouraged to secure cash, jewellery, valuables, sentimental items, and other high-value possessions prior to attendance.
Customers should notify us in advance of any delicate, unstable, damaged, valuable, or specially treated items requiring particular care or handling.
Customers should inform us where reasonably possible of any known infectious illnesses, contagious conditions, or significant health risks present at the property which may reasonably affect staff safety.
Where essential utilities or safe working conditions are unavailable at the property, including electricity, running water, or reasonable lighting, we reserve the right to reduce, suspend, or discontinue the service.
Tidying excessive clutter prior to our arrival allows more effective use of cleaning time.
If our staff are unable to gain access to the property at the scheduled time, the full or partial service fee may still be payable.
Where access is unavailable, keys do not work, alarm details are incorrect, or our staff are otherwise unable to enter the property at the scheduled time through no fault of Kingsmaid, we reserve the right to charge up to the full scheduled service fee.
Customers are expected to provide reasonably accessible and lawful parking arrangements where possible. Where parking charges, permits, congestion charges, tolls, or similar access costs are incurred in connection with the service, these may be charged to the customer or added to the customer account.
Customers remain responsible for ensuring pets are appropriately controlled and do not present a risk to staff, contractors, visitors, or the property during the provision of services.
Where animals are aggressive, uncontrolled, or create an unsafe working environment, we reserve the right to suspend or discontinue the service until the issue is resolved.
Customers acknowledge that external or internal recording devices, including CCTV systems and smart doorbells, may operate at the property. Customers remain responsible for ensuring such systems are used lawfully and do not create an unsafe, inappropriate, or unreasonable working environment for staff.
Where customers request that staff lock properties, secure doors/windows, or set alarms upon departure, customers remain responsible for ensuring instructions provided are accurate and functional.
We are not responsible for service disruption arising from failures of customer-operated smart home systems, internet connectivity, remote-access systems, electronic locks, or automated entry systems.
- PAYMENTS
Initial cleans and one-off services are generally required to be paid for by debit or credit card at the time of booking. Alternative payment methods are not normally available for these types of services unless agreed by us in advance.
For ongoing or other approved service arrangements, we may accept payment by:
– Debit card
– Credit card
– Direct Debit
– Bank transfer
– Pay by Bank/Open Banking payment methods
– Other approved payment methods
Card payments are securely processed through Global Pay and authorised payment providers.
Direct Debit payments are securely processed through GoCardless.
Pay by Bank payments may be processed through Atoa using secure Open Banking technology.
Unless otherwise agreed, payment is due no later than the day of the clean.
Where customers are enrolled on approved “Card After Clean” arrangements, card payments are typically processed on the day of the clean, although in some cases they may be processed from 11:00pm on the evening prior to the scheduled service date as part of our overnight payment processing procedures.
Customers paying by Direct Debit are generally invoiced monthly. Statements are typically issued on the 19th of each month covering services carried out from the 20th of the previous month up to and including the 19th of the current month. Direct Debit collections are normally requested approximately 3 working days following the statement date. Where the 19th falls on a weekend or non-working day, statements may instead be issued on the preceding working day.
Commercial customers operating on monthly invoicing arrangements are generally issued statements on the 19th of each month covering services carried out from the 20th of the previous month up to and including the 19th of the current month.
Commercial invoice balances are typically due by the 27th of the month in which the invoice is issued. However, a grace period is generally allowed for cleared funds to reach us by the final working day of that same calendar month. Where payment has not been received by this point, late payment charges may apply in accordance with these Terms & Conditions.
All payments must be made in full without deduction, withholding, or set-off unless agreed in writing.
- SERVICE CHARGES & PRICE REVIEWS
We reserve the right to review and adjust pricing periodically to reflect increases in operational costs, staffing costs, wage inflation, travel costs, supply costs, changes in service requirements, or general business operating expenses.
Price reviews are commonly carried out annually, typically during or around April each year, although reviews may also take place at other times where reasonably necessary.
Where applicable, customers will generally be provided with reasonable notice of any pricing changes before revised charges take effect.
Continued use of the service following notification of revised pricing shall constitute acceptance of the updated charges.
- LATE PAYMENTS & NON-PAYMENT
Accounts that remain unpaid may incur:
– Late payment fees
– Administrative charges
– Debt recovery costs
– Legal costs
– Suspension or cancellation of services
A Late Payment Fee of 10% may be applied to overdue balances.
For domestic customers, payment is considered overdue if funds have not been received by midnight on the day of the clean, excluding approved Direct Debit or Card After Clean customers.
For commercial or monthly invoiced customers, payment is considered overdue if cleared funds have not reached us by the final working day of the calendar month in which the invoice was issued, unless otherwise agreed in writing.
Outstanding accounts may be referred to debt recovery agencies. Additional recovery charges of 15% plus VAT, together with any applicable legal costs, may also be added.
Customers agree not to initiate unjustified payment disputes or chargebacks relating to properly delivered services. Where chargebacks or payment disputes are unsuccessfully raised against us, we reserve the right to recover associated administrative, legal, recovery, and processing costs.
Raising a complaint does not automatically entitle a customer to withhold payment for completed services.
We reserve the right to suspend or terminate services where payment obligations are not met.
- CANCELLATIONS & NOTICE PERIODS
Customers must provide at least 3 full working days’ notice to cancel or rearrange an individual clean without charge.
Where insufficient notice is provided, the following cancellation charges may apply:
– 2 working days’ notice: up to 50% of the scheduled service fee
– 1 working day’s notice: up to 75% of the scheduled service fee
– Same-day cancellation, cancellation upon arrival, or cancellation after commencement: up to 100% of the scheduled service fee
“Working days” are Monday to Friday excluding Bank Holidays.
- REGULAR SERVICES & SERVICE CANCELLATION
After the initial regular cleaning service has commenced, a minimum notice period of 4 weeks applies for cancellation of ongoing services.
Where services would normally have taken place during the notice period:
– Those cleans must either be taken or paid for
– Payment remains due even if the customer chooses not to proceed with the cleans
Regular service pricing, discounts, or promotional rates may require a minimum commitment of 6 cleans. Where fewer than 6 cleans are taken, we reserve the right to recalculate charges using applicable one-off cleaning rates.
- SERVICES PLACED ON HOLD
If all cleans are cancelled within a rolling 6-week period, the account may be considered “on hold”.
Where an account is placed on hold:
– Applicable notice period charges may still apply
– Any agreed hold credits must generally be reused within 6 months unless otherwise agreed in writing
– Failure to recommence services within the agreed timeframe may result in credits expiring
- PHOTOGRAPHS & OPERATIONAL RECORDS
We reserve the right to take photographs of:
– Areas of concern
– Damage
– Health & safety risks
– Access issues
– Cleaning results
– Operational matters
These photographs are used for internal operational, insurance, training, safeguarding, complaint-handling, or evidential purposes and are handled in accordance with our Privacy Policy.
Where keys are provided to us, customers acknowledge that keys may occasionally be carried, stored, or transferred between authorised operational staff, secure key systems, or approved operational locations as reasonably necessary for service delivery.
- DAMAGE & LIABILITY
We exercise reasonable care while working within customer properties.
Customers must notify us of any concerns, breakages, or damage as soon as reasonably possible.
Any concerns regarding cleaning standards must be reported within 24 hours of the service being completed. We reserve the right to inspect and, where appropriate, offer a partial or full re-clean of the affected area before any refund, credit, compensation, or reduction is considered.
Where Kingsmaid reasonably considers a complaint to be valid, our primary remedy shall generally be a partial or full re-clean of the affected area where reasonably practicable. Refunds, credits, discounts, or compensation remain entirely at our discretion unless otherwise required by law.
We may be unable to investigate or verify cleaning-related complaints where the property has been materially altered, re-cleaned, occupied extensively, or attended by third parties following completion of the service.
We are not liable for:
– Pre-existing damage
– Wear and tear
– Faulty fixtures or fittings
– Damage arising from unstable or improperly secured items
– Damage resulting from undisclosed issues
– Damage caused by customer-provided products or equipment
– Minor deterioration resulting from normal cleaning processes
To the maximum extent permitted by law, liability is limited to the value of the service provided unless otherwise required under applicable law.
- INSURANCE
We maintain insurance policies including:
– Public liability insurance
– Employer’s liability insurance
– Key cover
Our accidental damage cover includes policy limitations and exclusions, including an excess of £500.
Customers are responsible for arranging their own insurance cover for losses falling within policy excesses or exclusions.
Whilst we take reasonable precautions in handling customer keys, our liability relating to keys, locks, alarms, or associated security systems shall be limited to direct replacement costs only.
- HEALTH & SAFETY
Customers must provide a safe working environment for our staff.
We reserve the right to refuse or discontinue work where:
– Conditions are unsafe
– Hazardous substances are present
– Unsafe electrical equipment is supplied
– Aggressive behaviour occurs
– Risks to staff wellbeing are identified
We reserve the right to reduce, suspend, or discontinue services where excessive smoke, vapour, hazardous odours, or unsafe air quality create an unreasonable working environment for staff.
Customers are expected to behave respectfully towards our staff at all times. Behaviour that is intimidating, excessively intrusive, hostile, abusive, discriminatory, sexually inappropriate, persistently confrontational, or otherwise creates an unreasonable or uncomfortable working environment may result in the immediate suspension or termination of services.
We reserve the right to immediately withdraw services where staff are subjected to abusive, threatening, discriminatory, aggressive, inappropriate, or harassing behaviour.
We reserve the right to immediately withdraw services and, where reasonably necessary, notify appropriate authorities where illegal activity, suspected criminal activity, or serious safeguarding concerns are identified at the property.
Where our staff reasonably believe that a child, vulnerable person, or occupant may be at risk of serious harm, neglect, abuse, exploitation, or immediate welfare concerns, Kingsmaid reserves the right to report such concerns to appropriate safeguarding authorities, emergency services, healthcare professionals, or relevant agencies where reasonably necessary.
Floors and surfaces may remain wet during or after cleaning. Customers and visitors must take appropriate care.
- NON-SOLICITATION OF STAFF
During the course of services and for a period of 24 months following termination of services, customers must not directly or indirectly employ, engage, solicit, or introduce to another business any Kingsmaid staff member or contractor introduced through Kingsmaid without our prior written consent.
Where this clause is breached, Kingsmaid reserves the right to recover:
– Recruitment costs
– Training costs
– Loss of earnings
– Administrative costs
– Legal costs
A minimum charge of £2,500 plus VAT may apply, together with any additional recruitment, training, administrative, operational, legal, or business loss costs reasonably incurred by Kingsmaid.
- FORCE MAJEURE
We shall not be liable for delays, failures, or inability to perform services resulting from events beyond our reasonable control, including:
– Severe weather
– Illness
– Disease outbreaks or pandemics
– Traffic disruption
– Accidents
– Utility failures
– Government restrictions
– Industrial disputes
– Emergencies
– Supplier failures
- COMPLAINTS
If you are dissatisfied with any aspect of the service, please contact us as soon as reasonably possible so we can investigate and, where appropriate, attempt to resolve the matter promptly and fairly.
Where email communication has previously been used between the parties, notices and communications sent by email shall be considered valid written notice.
Nothing within these Terms restricts a customer’s lawful rights to provide honest feedback or reviews. However, Kingsmaid reserves all legal rights in relation to knowingly false, misleading, defamatory, abusive, or malicious statements.
- PRIVACY & DATA PROTECTION
Personal information is handled in accordance with our Privacy Policy available on our website.
- CHANGES TO THESE TERMS
We may update these Terms & Conditions periodically to reflect operational, legal, or commercial changes.
The latest version will always be available on our website.
- RIGHT TO REFUSE OR TERMINATE SERVICE
We reserve the right to refuse, suspend, or terminate services at our reasonable discretion where continuing the service relationship is not operationally viable, safe, lawful, commercially reasonable, or appropriate for our staff or business operations.
- OPERATING ENTITIES
Kingsmaid Domestic & Commercial Cleaning is a trading style used in connection with associated locally operated franchise and service entities operating under the Kingsmaid brand, including:
– POINT TO POINT CLEANING SERVICES LIMITED
– ELITE MAID SERVICES LIMITED
– NEATNEST SOLUTIONS LIMITED
– PRISTINE DOMESTIC SERVICES LIMITED
– PUREBRITE CLEANWORKS LIMITED
– BRIGHTNEST HOMESPACES LIMITED
- ENTIRE AGREEMENT
These Terms & Conditions, together with our Privacy Policy and any agreed service instructions, cleaning schedules, customer notes, quotations, booking confirmations, or operational communications issued or maintained by Kingsmaid, form the basis of the agreement between the customer and Kingsmaid Domestic & Commercial Cleaning.
Privacy Policy:
https://kingsmaid.co.uk/privacy-policy-point/
- GOVERNING LAW
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.