J&D House Services – General Terms and Conditions

PLEASE READ CAREFULLY: By booking via phone, email, website, or apps, you confirm that you accept these terms and agree to comply with them.

Section 1 – Definitions

1.1 In these Terms:

“J&D House Services” / “We” / “Us” – refers to J&D House Services.
“Customer” – the individual, company, or organization making the booking.
“Cleaning Visit” – visit to the Customer’s property by our cleaner to carry out the agreed service.
“Standard Cleaning” – routine cleaning of visible surfaces and general housekeeping.
“Deep Cleaning” – detailed cleaning, including areas normally not reached by standard cleaning (may be quoted separately).
“Checklist” – the agreed list of tasks provided to the Customer prior to the cleaning session, specifying the exact services to be performed.

Section 2 – Payment Terms

2.1 For agreed services, including bookings by landlords or tenants, a minimum deposit is required to confirm the booking. Full payment is preferred but not mandatory.

2.2 J&D will remind the Customer of any outstanding balance prior to cleaning or upon arrival.

2.3 For companies or large projects, 30–50% of the total fee may be required prior to cleaning, with the balance due within 30 days.

2.4 If the Customer refuses to pay according to these terms, the booking will be cancelled, and any deposit will not be refunded.

2.5 If J&D cancels a booking, any deposits paid will be fully refunded.

Section 3 – Health, Safety, and Property Requirements

3.1 The property must be safe, accessible, and in suitable condition for cleaning.

3.2 Hot water must be available; without it, cleaners cannot complete bathroom, kitchen, or carpet cleaning.

3.3 Electricity and lighting must be functional. Unsafe conditions (electrical hazards, slippery floors, structural risks, etc.) will result in cancellation.

3.4 No third parties are permitted to perform work, interfere, or be present in the property during the cleaning session unless agreed in advance by J&D.

3.5 If these requirements are not met, cleaning will be cancelled, and the Customer is not entitled to a refund.

Section 4 – Exclusions (What is NOT Included)

External areas: balconies, terraces, patios, gardens, conservatories, garages
Deep cleaning of blinds
Carpet and upholstery shampoo/steam cleaning, stripping & polishing floors
Washing dishes, cutlery, or kitchen utensils
Dusting books, cleaning walls, ceilings, curtains
Rubbish or waste removal
Professional oven/hob/extractor hood cleaning beyond light spray & wipe
Inspection reports, inventories, or photographic documentation
Moving fitted appliances or emptying kitchen cabinets
Cleaning of mold, damaged tiles, silicone gaps, or poor condition surfaces
Sanitation or removal of human or pet bodily waste

Section 5 – Access and Property Readiness

5.1 The Customer must provide safe access for cleaners at the agreed time.

5.2 If the Customer is not present or access is not available at the scheduled start time, J&D will allow a maximum 20-minute grace period, communicated via email or text.

5.3 If access is still not available within this period, the cleaning will be cancelled, and no refund or deposit will be issued, as the failure to provide access is the responsibility of the Customer.

5.4 The Customer must ensure that the property has hot water, electricity, and safe conditions suitable for cleaning.

5.5 If hot water is not available, electricity is not working, or unsafe conditions are present, J&D will inform the Customer. The Customer has a maximum 20 minutes to resolve the issue. If not resolved within this period, cleaning will be cancelled, and no refund will be issued.

5.6 If the Customer chooses to proceed with cleaning under suboptimal conditions (e.g., using cold water instead of hot), J&D may agree to continue the service, but no complaints or claims regarding the quality of cleaning under these conditions will be accepted.

Section 6 – Reporting Issues and Re-Cleaning

6.1 Any issues related to the cleaning service must be reported within 24 hours after completion via email: info@jdhouseservices.co.uk, with supporting evidence (photos or videos).

6.2 Acceptable issues include:

Areas that were agreed to be cleaned in the Customer’s checklist but were missed
Visible damage caused during the cleaning process
Cleaning tasks not completed in accordance with the Customer’s checklist

6.3 Re-Cleaning Policy:

J&D will accept only one re-cleaning per cleaning session.
The Customer or an authorized representative must be present for the entire re-cleaning session to confirm that the cleaning has been completed.
The Customer must arrange access within 48 hours after the initial cleaning is completed. If access is not provided according to these requirements, J&D is not responsible for any outstanding issues, and the Customer will not be entitled to a re-cleaning, as this is due to the Customer’s failure to provide access.
Any further cleaning requested after the initial re-cleaning will be treated as an additional service and will incur an extra charge.

Section 7 – Customer Satisfaction

7.1 Refunds are not guaranteed; Customers may be eligible for a free re-clean if:

The property or items have not been used after a cleaning session
Issues are reported within 24 hours and cleaners are allowed to return

7.2 Customers or their representative must be present during re-clean. Only one return visit is guaranteed.

7.3 If the property has been occupied or further work done, re-clean will be charged at 50% of original cost.

Section 8 – Cancellation

By J&D:
8.1 Cleaning may be cancelled on arrival if the property or access conditions are unsafe, or if hot water, electricity, or other essential conditions are not available.
8.2 J&D will allow a maximum 20-minute grace period for the Customer to provide access and/or resolve any issues. If the Customer fails to provide access or fix the issue within this time, cleaning will be cancelled, and no refund will be issued.

By Customer:
8.3 Cancellation less than 24 hours before the cleaning may result in loss of deposit.
8.4 Cancellation more than 24 hours in advance will receive a full refund of deposit.

Section 9 – Liability & Limitations

9.1 J&D is not liable for:

Tasks not agreed in the Customer’s checklist
Cleaning prevented by lack of utilities or unsafe conditions
Third-party interference during cleaning
Permanent or old stains
Pre-existing damage or defective items
Damage to natural surfaces unless notified in writing
Jewelry, money, deeds, stamps, or sentimental items unless confirmed in writing
Pets, plants, refrigerated/frozen food, digital data, or fragile items not secured by the Customer
Laundry unless part of the quoted service
The disposal of personal belongings left in the property during exit/check-out cleaning, unless the Customer has specifically requested those items to remain
Fading or damage to carpets, wood furniture, leather furniture, walls, or wallpaper if cleaning of these items was requested or stated in the Customer checklist
Damage to wood floors if cleaned with a wet mop at the Customer’s request
Laundry items including fitted sheets, duvet sets, spare pillowcases, bath sheets, hand towels, bath mats, and tea towels, including missing items, matching pillowcases, existing stains, or quality of press, unless laundry service is explicitly provided by J&D
Verbal requests made to cleaners or office staff; all special requests must be submitted in writing to avoid miscommunication

9.2 Liability Cap: Total liability for any claim shall not exceed the total service fee paid.

9.3 Force Majeure: J&D is not responsible for events outside its control, including fire, flood, strikes, or natural disasters.

Section 10 – Employment of Staff

10.1 Customers agree not to employ or engage our staff for 12 months post-service.

10.2 Breach incurs a referral fee of £1,250 per staff member.

Section 11 – Insurance

11.1 J&D maintains public liability insurance for cleaning operations.

Section 12 – Data Protection

12.1 Customer information (name, address, email, phone) is collected for service purposes only.

12.2 J&D will not share personal data with third parties, except as required by law.

Section 13 – Governing Law

13.1 These terms are governed by English law.

13.2 J&D reserves the right to update terms; customers should check the website for changes.

Terms and Conditions