Terms & Conditions
The Tended House Ltd                                                          Last Updated: 25/07/2026
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These Terms and Conditions govern the provision of cleaning and property maintenance services supplied by The Tended House Ltd ("the Company", "we", "our" or "us") to any individual, business, organisation or public body ("the Customer", "you" or "your").
By requesting a quotation, booking a service or permitting the Company to carry out any work, you agree to be legally bound by these Terms and Conditions.
These Terms are governed by the laws of England and Wales.
1. Company Information
he Tended House Ltd is a company registered in England.
Our services include, but are not limited to:
Domestic Cleaning
Commercial Cleaning
Office Cleaning
Government and Public Sector Cleaning
End of Tenancy Cleaning
Move In Cleaning
Deep Cleaning
Regular Cleaning
Carpet Cleaning
Upholstery Cleaning
Pressure Washing
Property Cleaning Services
Exterior Surface Cleaning
Additional services may be introduced from time to time.
2. Quotations
All quotations are provided free of charge.
Unless stated otherwise, quotations remain valid for 30 days.
Quotations are based solely upon the information provided by the Customer.
Where quotations are prepared using photographs, videos or written descriptions, the Customer confirms that all information supplied is accurate.
Should the actual condition of the property differ materially from that represented before booking, the Company reserves the right to:
revise the quotation;
charge additional fees for additional work;
reduce the scope of work; or
decline to proceed with the booking.
The Company is under no obligation to complete work beyond the agreed quotation without additional payment.
3. Formation of Contract
A contract is formed when any of the following occurs:
the Customer accepts a quotation;
the Customer books an appointment;
the Company confirms a booking;
work commences.
Verbal, written, email, WhatsApp and online bookings are all legally binding.
4. Booking Appointments
Bookings are subject to availability.
Appointment times are estimates only.
Traffic conditions, previous appointments, weather, equipment failure or circumstances beyond our control may affect arrival times.
Reasonable delays shall not constitute a breach of contract.
5. Access to the Property
The Customer must ensure safe and uninterrupted access to the property.
If our team cannot gain access upon arrival, waiting time may be charged.
If access cannot be obtained within thirty minutes, the appointment may be cancelled and the full booking fee may become payable.
6. Utilities
Unless otherwise agreed, the Customer shall provide:
electricity
running water
adequate lighting
safe access
The Company shall not be responsible for delays caused by unavailable utilities.
7. Customer Responsibilities
The Customer agrees to:
provide accurate information;
remove cash, jewellery, artwork and valuables;
inform us of fragile items;
advise us of any hazards;
keep children supervised;
ensure pets are secured unless otherwise agreed.
The Company accepts no responsibility for unsecured valuables.
8. Condition of the Property
Our quotations assume that the property is in a reasonably maintainable condition.
Where excessive contamination exists, including but not limited to:
biohazards;
animal waste;
human waste;
needle disposal;
mould infestation;
fire damage;
flood damage;
construction debris;
chemical contamination;
hoarding conditions;
the Company may immediately suspend work.
Additional specialist charges may apply.
The Company reserves the absolute right to refuse work where conditions present an unacceptable health or safety risk.
9. Health & Safety
The safety of our employees takes priority over all work.
Our staff may refuse instructions which could:
breach Health & Safety legislation;
damage equipment;
risk personal injury;
damage property.
No refund shall be due where work cannot continue because of unsafe conditions.
10. Working Hours
The Company will use reasonable endeavours to complete services within estimated times.
Completion times are estimates only.
Unexpected conditions may increase the duration of work.
The Company shall not be liable for delays caused by circumstances outside its reasonable control.
11. Photographs
The Company may photograph areas before, during and after work for:
quality assurance;
training;
insurance purposes;
evidence of pre existing damage;
marketing.
No identifiable personal information shall be published without consent.
Customers who object to marketing photography must notify the Company before work commences.
12. Existing Damage
The Company shall not be liable for deterioration, damage or defects that existed before work commenced.
Examples include:
worn carpets;
bleached fabrics;
loose tiles;
rotting timber;
cracked paving;
damaged grout;
unstable furniture;
poor previous repairs;
water damaged materials;
age related deterioration.
Cleaning may reveal existing defects previously concealed by dirt, grease, algae or staining.
Such discovery shall not constitute damage caused by the Company.
13. Hidden Defects
The Company shall not be responsible for hidden defects that become visible after cleaning.
Examples include:
discolouration;
surface fading;
etching;
corrosion;
staining beneath dirt;
loose pointing;
subsidence;
cracked concrete;
loose block paving.
14. Limitation of Liability
Nothing within these Terms excludes liability where exclusion is prohibited by law.
Subject to applicable law:
the Company's total liability shall never exceed the amount paid by the Customer for the relevant service.
The Company shall not be liable for:
loss of profit;
loss of business;
loss of opportunity;
loss of goodwill;
indirect loss;
consequential loss;
special damages.
15. Governing Law
These Terms shall be governed exclusively by the laws of England and Wales.
The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from these Terms.
Booking, Payment, Cancellation & Customer Obligations.
16. Prices
All prices displayed on our website are guide prices only unless expressly stated otherwise.
The final price may vary depending upon:
Property size
Property condition
Access restrictions
Parking arrangements
Additional services
Heavy soiling
Biohazard contamination
Additional labour required
Only a written quotation issued by The Tended House Ltd shall constitute the agreed contract price.
17. Fixed Quotations
Where a fixed quotation has been provided, that quotation is based entirely upon the information supplied by the Customer.
If, upon arrival, we discover that:
the property is significantly dirtier than represented;
additional rooms exist;
additional furniture requires cleaning;
additional carpets require cleaning;
the exterior area is substantially larger;
or any other material difference exists,
we reserve the right to revise the quotation before work begins.
The Customer may either:
accept the revised quotation;
reduce the scope of work; or
cancel the booking in accordance with our Cancellation Policy.
18. Additional Work
From time to time Customers request additional work whilst our team is on site.
Where additional work is requested, it shall be charged at our current rates.
Our staff have no obligation to carry out additional work where time or resources do not permit.
19. Payment Terms
Unless otherwise agreed in writing, payment becomes due immediately upon completion of the service.
Commercial Customers may receive agreed payment terms.
Late payment charges may apply.
Ownership of any reports, photographs or documents remains with the Company until payment has been received in full.
20. Accepted Payment Methods
We may accept:
Bank Transfer
Debit Card
Credit Card
Cash
Other approved electronic payment methods.
Payment instructions will be provided before or upon completion of the work.
21. Late Payment
Where payment is not received on the due date we reserve the right to:
charge statutory interest where applicable;
charge reasonable debt recovery costs;
suspend future bookings;
commence legal proceedings.
Commercial customers may additionally become liable for statutory compensation under applicable legislation.
22. Deposits
Certain bookings may require a deposit.
Examples include:
large commercial projects;
multiple day projects;
specialist cleaning;
high value bookings.
Deposits are generally non refundable except where required by law.
23. Cancellation by the Customer
Customers may cancel their booking by contacting us using the contact details provided on our website.
Unless otherwise agreed:
more than 48 hours before the appointment:
No cancellation charge.
Between 24 and 48 hours:
Up to 30% of the booking value.
Less than 24 hours:
Up to 50% of the booking value.
Same day cancellation or failure to provide access:
Up to 100% of the booking value.
These charges represent a genuine estimate of losses arising from reserved labour, travel, administration and loss of business opportunity.
24. Failed Appointments
If our staff arrive at the agreed address and cannot commence work because:
no access is available;
the Customer is absent;
utilities are unavailable;
the property is unsafe;
the Customer refuses to proceed,
the appointment shall be treated as a late cancellation.
25. Rescheduling
Customers may request to rearrange appointments.
Whilst every effort will be made to accommodate requests, alternative dates cannot be guaranteed.
Repeated rescheduling may require payment of a new deposit.
26. Cancellation by the Company
The Company reserves the right to cancel or postpone appointments due to:
staff illness;
vehicle breakdown;
extreme weather;
equipment failure;
health and safety concerns;
circumstances beyond our reasonable control.
Where possible an alternative appointment will be offered.
Our liability shall be limited to refunding any payment already received for the cancelled appointment.
27. Parking
27. Parking
The Customer is responsible for ensuring suitable legal parking is available close to the property.
Where paid parking is required, parking charges shall be added to the final invoice unless agreed otherwise.
Any parking fines incurred due to Customer instructions shall be reimbursed by the Customer.
28. Delays
The Company shall not be liable for delays caused by:
traffic;
road closures;
adverse weather;
vehicle breakdown;
supplier delays;
emergency call outs;
events beyond reasonable control.
Estimated arrival times are not guaranteed.
29. Customer Property
Customers should remove or secure:
cash;
jewellery;
antiques;
important documents;
firearms;
collectables;
fragile ornaments;
high value electronic equipment.
The Company accepts no responsibility for items that have not been properly secured.
30. Pre Existing Defects
Cleaning cannot repair:
burn marks;
bleaching;
sun fading;
water damage;
pet damage;
wear and tear;
poor previous workmanship;
structural defects.
The Customer acknowledges that cleaning may expose pre existing defects previously hidden by dirt or staining.
31. Complaints
If you are dissatisfied with our service, you must notify us within 24 hours of completion.
Where appropriate we may inspect the property before considering any remedy.
The Customer agrees not to instruct another contractor to rectify the alleged issue before giving The Tended House Ltd a reasonable opportunity to inspect and, where appropriate, rectify the matter.
Failure to provide such opportunity may limit or extinguish any entitlement to compensation.
32. Right to Rectify
Where we accept that an issue has arisen due to our workmanship, our first remedy shall always be the opportunity to return and rectify the affected area within a reasonable time.
Refunds will not normally be provided where rectification is reasonably possible.
33. No Guarantee of Perfection
Professional cleaning significantly improves the appearance and hygiene of surfaces.
However, the Customer accepts that cleaning cannot:
restore materials to new condition;
reverse ageing;
remove every stain;
repair physical damage;
repair wear and tear;
repair fading;
repair burns;
repair scratches.
The service purchased is a professional cleaning service, not a restoration service.