Terms of Service

Who these terms are with

You are booking from End of Tenancy LTD, registered in England and Wales under company number 14834545, registered office 82 Chaldon Way, Coulsdon, CR5 1DD. These terms cover every clean, add-on and removals job we take through this website or by phone. They sit alongside your rights as a consumer, and nothing here takes those away.

How a booking is made

• You send us the details: postcode, property size, condition, access, the service and any add-ons. The prices on this site are starting figures for a property of that size in ordinary condition.
• We come back with a price, a date and an arrival window.
• The contract starts when we confirm the booking to you in writing, by email or message. That confirmation is the record of what has been agreed, so read it and tell us if anything looks wrong.
• If the details turn out to be different, the price or the time we allow may change. We tell you before the work, not after.

Prices and payment

• The figure we confirm is the total you pay for the agreed scope. Nothing is added on top: no VAT surcharge, no booking fee, no card fee.
• Where a job carries a genuine third-party cost, such as the London congestion charge or paid parking at the property, it is set out in the quote rather than added afterwards.
• Payment is due on completion unless your booking confirmation says otherwise. We tell you which payment methods we accept when we confirm.
• If we ask for a deposit, the amount and how it is treated are stated in that confirmation.
• Extra work found on the day, such as a neglected oven or a room that was meant to be empty, is quoted before it starts. You can say no.

Your right to cancel within 14 days

Because you book online, by message or by phone, this is a distance contract. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day we confirm your booking to cancel, for any reason at all, and get your money back.

To cancel, tell us before those 14 days are up. An email, a letter or a phone call is enough, as long as it is a clear statement that you are cancelling. Schedule 3 to the Regulations contains a model cancellation form and you may use it, but you do not have to. We refund within 14 days of receiving your cancellation, by the same method you paid.

If your booking is for a date inside those 14 days, we need you to ask us to start early. Choosing a date within the cancellation period is that express request, and your booking confirmation records it along with your acknowledgement that:

• if we finish the service inside the 14 days, your right to cancel it ends on completion and the work is chargeable in full;
• if you cancel after we have started but before we have finished, you pay a proportionate amount for what has been done, measured against the full price of the booking.

Prefer to keep the full 14 days? Book a date outside the period and none of that applies.

Changing or cancelling after that

Once the statutory period has passed, or the right has ended on completion, we are still flexible. Tell us as early as you can and we will move the booking where we have the slot. Where a late change leaves us out of pocket, for example a parking permit already bought or a team held for a slot we can no longer fill, we may charge those costs. You will hear the figure and the reason before we take anything.

If we have to move your booking, whether that is illness, a vehicle off the road or an earlier job overrunning, we offer you the earliest alternative slot or a full refund of anything you have paid. The choice is yours.

On the day: access, utilities and condition

• We have to get in. Keys, a code, a neighbour, an agent: whatever the arrangement is, tell us in advance.
• We need working electricity and hot and cold running water. Without them a full clean cannot be done properly.
• Unless we agreed otherwise, the property should be empty of furniture, belongings and rubbish. Clearance is a separate service.
• Tell us about parking: permits, restrictions, and anything that would stop a van getting near the door.
• If we arrive and cannot start for a reason at your end, we wait a reasonable time and try to reach you. Where the visit is wasted we may charge for the slot, and we will tell you the amount before we do.

48-hour re-clean guarantee

If the check-out report flags work we carried out, tell us and we will come back and re-clean the flagged areas free of charge. Contact us within 48 hours of the report, send the relevant part of it or a photograph if you can, and sort out access with us. We return within 48 hours of hearing from you, as long as we can get into the property. Let us put it right ourselves before you pay anyone else to.

What it does not cover: anything outside the scope you booked, damage or wear that cleaning cannot reverse, a property that has been used, moved into or altered since we left, and your landlord’s or agent’s decision about the deposit. That decision belongs to them and turns on far more than cleaning.

Our standard of service

Section 49 of the Consumer Rights Act 2015 requires us to carry out the service with reasonable care and skill. If we fall short you can ask us to repeat the work. Where repeating it is impossible, or we fail to do it within a reasonable time and without significant inconvenience to you, you can ask for a price reduction. Those rights are yours by law. The re-clean guarantee sits on top of them, not instead of them.

Liability

We are responsible for loss or damage you suffer as a foreseeable result of us breaking this contract or failing to use reasonable care and skill. Foreseeable means an obvious consequence, or something you told us about before we started.

We do not exclude or limit our liability where the law does not allow it. That covers death or personal injury caused by our negligence, fraud and fraudulent misrepresentation, and your rights under the Consumer Rights Act 2015.

We are not responsible for damage, wear or staining that was already there and that cleaning cannot reverse, for belongings left in a property we were told would be empty, or for a deposit decision made by someone else. If you want the details of our insurance cover, ask before you book and we will confirm them in writing.

If something goes wrong

Tell us as soon as you can, by phone or email. We aim to acknowledge a complaint within one working day and to give you a full answer within ten working days. If we need longer we will say so, explain why, and give you a date. A re-clean request needs to reach us within 48 hours of the check-out report, while the property is still as we left it.

If we cannot settle it between us, every legal route stays open to you, including the courts.

Other terms

• We may update these terms. The version that applies to your booking is the one published when we confirmed it.
• If part of these terms turns out to be unenforceable, the rest still stands.
• Nobody other than you and us can enforce this contract.
• These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland you may bring proceedings in your own courts as well.

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