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Terms & Conditions

The Tended House Ltd                                                                                                                   Last Updated:  6/9/2026

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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.

01. Company Information

Company: The Tended House Ltd
Company Number: 17274927
Registered Office: 124 City Road, London, EC1V 2NX
Website: www.thetendedhouse.com
Email: info@thetendedhouse.com
Telephone: 07412385321

The Tended House Ltd is a company registered in England and Wales.

We provide cleaning and property care services primarily within London and surrounding service areas

2. Our Services

Services we may provide include:

  • Domestic Cleaning

  • One-off Deep Cleaning

  • Regular Cleaning

  • Kitchen and Bathroom Deep Cleaning

  • Move-in Cleaning

  • End of Tenancy Cleaning

  • Pre-rent and Pre-sale Property Refresh

  • Commercial and Office Cleaning

  • Small Office and Studio Cleaning

  • Property Cleaning and Property Care

  • Carpet Cleaning

  • Upholstery Cleaning

  • Pressure Washing

  • Exterior Surface Cleaning

  • Other services expressly agreed in writing

Not every service is available for every property.

The exact scope of your booking is the work stated in your confirmed quotation or booking confirmation.

A task is not automatically included simply because it may normally be associated with a particular type of cleaning

3. Specialist and Excluded Services

Certain services, including carpet cleaning, upholstery cleaning, pressure washing, exterior cleaning, specialist oven cleaning, appliance cleaning and other specialist treatments, are only included where expressly stated in your quotation.

Unless specifically agreed in writing, we do not undertake:

  • professional biohazard remediation;

  • substantial human or animal waste contamination;

  • needle or sharps removal;

  • asbestos-related work;

  • hazardous waste handling;

  • heavy mould remediation;

  • pest control;

  • specialist structural or surface restoration;

  • high-level work requiring specialist access equipment;

  • structural, electrical or plumbing repairs.

We may decline any task requiring equipment, training, insurance, licensing or expertise that is outside our capability or agreed service.

4. Quotations and Prices

Quotations are normally free and, unless stated otherwise, valid for 30 days.

Quotations may be based on:

  • information supplied by you;

  • photographs or videos;

  • property size and type;

  • condition and level of soiling;

  • number of rooms;

  • requested services;

  • access and parking;

  • sensitive surfaces;

  • other relevant information.

You are responsible for providing information that is reasonably accurate and complete.

Prices shown on our website, advertising or social media may be guide prices, ranges or "from" prices unless expressly stated to be fixed.

Your confirmed quotation sets out the agreed price or the basis on which it will be calculated.

Any mandatory charge known to us in advance will be included or clearly disclosed before booking

5. Changes to a Quotation or Scope

If the property or work is materially different from the information supplied before booking, we may offer to:

  • revise the price;

  • revise the estimated duration;

  • reduce or modify the scope;

  • quote separately for additional work; or

  • decline work that cannot safely or reasonably be completed.

Examples include:

  • significantly heavier soiling;

  • additional rooms or areas;

  • substantially larger exterior areas;

  • undisclosed specialist surfaces;

  • additional carpets or furniture;

  • unexpected contamination;

  • materially more difficult access.

We will not carry out additional chargeable work without your agreement.

6. Formation of the Contract

Requesting a quotation does not itself create a contract.

A contract is normally formed when:

  1. you accept our quotation;

  2. we confirm the booking; and

  3. where required, the agreed deposit is received.

Confirmation may be provided through email, WhatsApp, our website, booking software or another agreed electronic method.

Your quotation, booking confirmation and these Terms together form the agreement between us.

7. Consumer Cancellation Rights

Consumers entering into certain distance or off-premises contracts may have a statutory 14-day cancellation right, subject to applicable law and exceptions.

If you ask us to begin a service during an applicable cancellation period, we may require an express request from you to begin early.

If you subsequently cancel after performance has begun, you may be required to pay a proportionate amount for services already supplied where permitted by law.

Where the service has been fully performed following the legally required request and acknowledgement, the statutory right to cancel may end.

These statutory rights are separate from our normal cancellation policy below.

8. Deposits, Cancellation and Rescheduling

We may require a deposit to secure a booking. The amount will be disclosed before payment and normally forms part of the total price.

Deposits are not automatically non-refundable in every situation.

Our normal cancellation policy is:

More than 48 hours before the appointment:
Cancellation or rescheduling will normally be free of charge and any deposit will normally be refunded or transferred.

Between 24 and 48 hours:
We will normally permit one rescheduling request. If you cancel, we may retain an amount representing reasonable losses caused by the cancellation.

Less than 24 hours:
We may retain some or all of the deposit where this reasonably reflects losses caused by the late cancellation.

Same-day cancellation or failure to provide agreed access:
A reasonable cancellation, travel or call-out charge may apply.

We will not automatically charge the full booking price purely because a booking is cancelled. Any retained amount or cancellation charge will be fair and proportionate to the circumstances and reasonable losses incurred. CMA guidance similarly warns against disproportionate cancellation charges and automatic retention of deposits.

Repeated rescheduling may require a new quotation or deposit.

9. Cancellation or Delay by Us

We may cancel, postpone or rearrange a service because of:

  • staff illness;

  • emergency;

  • vehicle or significant equipment failure;

  • severe weather;

  • unsafe conditions;

  • major transport disruption;

  • circumstances outside our reasonable control.

We will notify you as soon as reasonably practicable.

If we cancel and cannot provide a reasonable alternative, payments relating to work that will not be supplied will be refunded.

Arrival and completion times are estimates unless expressly agreed otherwise.

Where possible, we will inform you of a significant delay.

10. Property Access, Keys and Utilities

You must ensure that the agreed access arrangements are available when we arrive.

If we cannot gain access, we will make reasonable efforts to contact you. Reasonable waiting, travel or cancellation charges may apply.

Where you provide keys, access codes, alarm information or key-safe combinations, we will take reasonable measures to keep them secure.

Where practical:

  • keys will use coded references rather than full addresses;

  • access information will only be available to personnel who require it;

  • access information will not be kept longer than reasonably necessary.

Unless otherwise agreed, you must also provide reasonable access to:

  • running water;

  • electricity;

  • lighting;

  • areas included in the service.

If required utilities or access are unavailable, some or all of the work may be unable to proceed.

11. Parking and Location Charges

Please give us accurate information about parking restrictions, permits or access requirements.

Where paid parking, congestion charges or another unavoidable location-related charge applies, it will be included in or disclosed with the quotation where reasonably possible.

Where the exact amount cannot be known beforehand, we will explain how it will be calculated.

We will not knowingly park illegally.

You will not be responsible for a parking penalty caused solely by our own decision to park unlawfully.

12. Customer Responsibilities at the Property

Customers should:

  • provide accurate information about the property;

  • disclose known hazards;

  • disclose damaged or fragile surfaces;

  • identify valuable or sentimental items;

  • tell us about sensitive materials such as natural stone, marble or untreated timber;

  • identify areas that must not be entered or cleaned;

  • secure or remove cash, jewellery and important documents;

  • disclose relevant leaks or existing damage;

  • provide appropriate supervision for children;

  • appropriately secure or control pets.

Please tell us in advance about any animal that may be aggressive, distressed or likely to escape.

Unless agreed otherwise, we will not move large appliances, pianos, safes, heavy furniture or other items that cannot reasonably be moved safely.

We may refuse to move any item where doing so creates an unreasonable risk of injury or property damage.

Nothing in this section excludes responsibility for damage caused by our own negligence or failure to exercise reasonable care and skill.

13. Cleaning Products, Allergies and Customer Products

We may use professional cleaning products appropriate to the surface, contamination and agreed service.

Customers should tell us before the appointment about known allergies or sensitivities that they wish us to take into account.

Where reasonably practicable, we may accommodate requests for fragrance-free or alternative products, but we cannot guarantee a completely allergen-free environment.

If you ask us to use a product supplied by you, we may refuse if we reasonably consider it unsafe or unsuitable.

Where we agree to use a Customer-supplied product, you should provide relevant instructions and information. We will still exercise reasonable care and skill when using it.

14. Unsafe, Contaminated or Specialist Conditions

We may refuse, pause or stop work if we encounter conditions such as:

  • significant mould;

  • blood or bodily fluids;

  • substantial human or animal waste;

  • needles or sharps;

  • suspected asbestos;

  • hazardous chemicals;

  • dangerous unknown substances;

  • serious pest infestation;

  • hoarding or excessive clutter preventing safe access;

  • unsafe electrical or structural conditions.

Where possible, we will explain the concern to you.

If work can safely continue but requires materially more labour or a different service, we may offer a revised quotation.

If work must stop, you will normally only be responsible for work already supplied and reasonable unavoidable costs incurred.

15. Mould and Pest Conditions

Minor surface mould may only be cleaned where we reasonably consider this safe and it falls within the agreed scope.

We do not provide professional mould remediation or treatment of the underlying causes of mould unless separately agreed.

Cleaning mould does not correct:

  • damp;

  • condensation;

  • leaks;

  • ventilation problems;

  • structural defects.

We do not guarantee that mould will not return.

Likewise, ordinary cleaning is not pest control. Significant infestations may require the service to be suspended until specialist treatment has taken place.

16. Pre-existing Damage, Hidden Defects and Sensitive Surfaces

We are not responsible for defects or deterioration that existed before our work began or result solely from age, normal wear or inherent material conditions.

Examples include:

  • worn or faded materials;

  • cracked grout;

  • loose tiles;

  • corroded fittings;

  • weakened furniture;

  • damaged coatings;

  • water damage;

  • poor previous repairs;

  • existing scratches or staining.

Cleaning can reveal defects previously hidden beneath dirt, grease, limescale, staining, algae or other deposits.

Customers should tell us about known sensitive surfaces such as:

  • marble;

  • limestone;

  • natural stone;

  • brass;

  • chrome;

  • untreated timber;

  • specialist coatings;

  • delicate fabrics.

Where appropriate, we may conduct a test patch, change the cleaning method or decline treatment where the risk is unacceptable.

The appearance of a pre-existing or inherent defect after cleaning does not itself mean that the cleaning caused it.

However, we remain responsible where our failure to use reasonable care and skill causes or materially worsens damage.

17. Specialist Service Conditions

Carpet Cleaning

Professional carpet cleaning cannot guarantee complete removal of every stain, odour, mark or discolouration.

Where appropriate, we may inspect or test the carpet before cleaning.

Cleaning may reveal existing or inherent issues including:

  • permanent staining;

  • fading or colour loss;

  • colour bleeding;

  • fibre distortion;

  • previous shrinkage;

  • browning or wicking;

  • backing or latex deterioration;

  • delamination;

  • previous repairs;

  • pet-related damage;

  • damage from previous treatments;

  • normal ageing and wear.

Where we consider the risk unacceptable, we may alter the method, exclude an area or decline treatment.

Upholstery Cleaning

Where reasonably practicable, upholstery will be assessed for fabric type, condition and cleaning suitability.

Complete removal of every stain, odour or discolouration cannot be guaranteed.

Cleaning may reveal existing issues such as:

  • fading;

  • dye instability;

  • weakened fibres;

  • existing shrinkage;

  • deterioration;

  • previous repairs;

  • manufacturing defects;

  • damage from previous treatments.

We may decline to clean an item where we reasonably consider the proposed process unsafe.

Pressure Washing

Before pressure washing, we may assess the condition of the surface.

Pressure washing can reveal deterioration that was previously concealed by dirt, moss or algae, including:

  • loose pointing or mortar;

  • damaged grout;

  • cracked paving;

  • unstable slabs;

  • deteriorated concrete;

  • loose coatings;

  • existing cracks or staining;

  • displaced jointing material.

We will adjust pressure, equipment and technique where appropriate.

If we believe pressure washing creates an unreasonable risk of damage, we may reduce the pressure, use another method, exclude the area or decline the service.

Block paving: pressure washing may remove or displace existing jointing sand. Re-sanding or re-jointing is not included unless expressly stated in the quotation.

Nothing in these specialist conditions excludes responsibility for damage caused by our failure to exercise reasonable care and skill.

18. End of Tenancy Cleaning

End of Tenancy Cleaning is only provided where expressly stated in the quotation.

The quotation will specify the tasks included.

Unless specifically promised in writing, we do not guarantee:

  • return of a tenancy deposit;

  • acceptance by a landlord or agent;

  • a particular inventory or check-out result.

Deposit deductions may relate to issues unrelated to cleaning, including damage, maintenance, wear, decoration or missing items.

Any specific re-clean guarantee must be stated in the booking confirmation.

19. Waste Removal

Removal or disposal of furniture, appliances, significant rubbish, garden waste or other materials is not included unless expressly stated in the quotation and we are lawfully able to provide that service.

Additional charges may apply.

20. Standard of Service and Results

We will provide our services with reasonable care and skill, as required for consumer service contracts under the Consumer Rights Act 2015.

Results depend on factors including:

  • age and condition;

  • material type;

  • existing damage;

  • previous treatments;

  • staining;

  • duration of contamination;

  • safe limitations on products or equipment;

  • agreed scope.

Cleaning does not automatically:

  • restore items to new condition;

  • remove every permanent stain;

  • repair scratches, burns or fading;

  • reverse ageing;

  • repair structural damage;

  • repair wear and tear.

Unless expressly agreed otherwise, we provide cleaning rather than restoration services.

21. Photographs and Videos

We may take photographs or videos where reasonably necessary for:

  • recording property condition;

  • documenting pre-existing damage;

  • quality assurance;

  • recording completed work;

  • handling complaints;

  • insurance or legal purposes.

We will not use photographs or videos of your property for advertising, social media, portfolios or other promotional purposes without separate permission.

Refusing marketing permission will not affect the service.

Further details are contained in our Privacy Policy.

22. Complaints, Re-cleaning and Damage

If you believe an agreed area has not been cleaned to an appropriate standard, please contact us as soon as reasonably possible.

For cleaning-quality concerns, we ask that you contact us within 24 hours where practicable, as this helps us inspect the original condition.

The 24-hour period is not intended to remove statutory Consumer rights.

We may ask for photographs or reasonable access to inspect the relevant area.

Where an issue within the agreed scope resulted from our failure to exercise reasonable care and skill, we may offer to return and re-clean the affected area.

Where Consumer law requires repeat performance, it will be provided without additional charge, within a reasonable time and without significant inconvenience. Where appropriate, statutory remedies can also include a price reduction.

If you believe we have caused physical damage, notify us as soon as reasonably practicable and give us a reasonable opportunity to inspect it before repairs are arranged where practical.

23. Liability

Nothing in these Terms excludes or restricts liability where doing so would be unlawful, including liability for:

  • death or personal injury caused by negligence;

  • fraud or fraudulent misrepresentation;

  • statutory Consumer rights that cannot lawfully be excluded.

Consumers

We are responsible for reasonably foreseeable loss or damage caused by our breach of contract or failure to exercise reasonable care and skill.

We are not responsible to the extent that loss is caused by:

  • pre-existing or inherent defects;

  • inaccurate information supplied by the Customer;

  • Customer actions;

  • undisclosed hazards or sensitive materials;

  • circumstances genuinely outside our reasonable control.

Where services are purchased for domestic purposes, we are not responsible for purely business-related losses such as loss of profit or business opportunity.

Business Customers

To the extent permitted by law, we will not normally be responsible for indirect or consequential loss, loss of profit, revenue, business opportunity or goodwill.

Any specific commercial liability cap will be set out in the relevant quotation or commercial agreement.

24. Payment and Late Payment

Unless otherwise agreed, the balance is payable upon completion of the service.

Payment may be made by:

  • bank transfer;

  • debit or credit card;

  • approved payment link;

  • cash where accepted;

  • another agreed payment method.

Business Customers may have separate invoicing terms.

For qualifying late commercial payments, we may exercise statutory rights relating to interest and debt recovery costs where applicable. Current rules provide statutory interest for qualifying B2B debts, unless different valid contractual arrangements apply.

We may suspend future services while undisputed overdue invoices remain unpaid.

25. Unacceptable Behaviour

We will not require employees or contractors to remain at a property where they experience:

  • threats;

  • violence;

  • abuse;

  • discriminatory behaviour;

  • sexual harassment;

  • intimidation;

  • another genuine personal safety concern.

We may stop work and leave the property.

The Customer may remain responsible for work already completed and reasonable unavoidable costs incurred.

Serious incidents may be reported to the appropriate authorities.

26. Employees and Contractors

Services may be provided by employees, subcontractors or other authorised personnel engaged by The Tended House Ltd.

Use of another person to perform services on our behalf does not remove responsibilities that The Tended House Ltd owes to the Customer under applicable law.

Customers should not materially alter the agreed scope by instructing individual personnel directly without our approval.

Any commercial restriction relating to direct recruitment of personnel by a Business Customer must be separately agreed in writing.

27. Events Outside Our Control

We are not responsible for a failure or delay caused by circumstances genuinely outside our reasonable control, such as:

  • severe weather;

  • flooding;

  • fire;

  • major transport disruption;

  • government restrictions;

  • widespread utility failure;

  • serious emergencies.

We will take reasonable steps to minimise the effect.

Where the service cannot be supplied, we will normally offer rescheduling or refund payment relating to work that will not be provided.

28. Business, Commercial and Public Sector Customers

Business, Commercial and Public Sector Customers

Business, property-management, commercial or public-sector bookings may be subject to additional written terms dealing with matters such as:

  • purchase orders;

  • invoicing;

  • service schedules;

  • site requirements;

  • health and safety documentation;

  • risk assessments and method statements;

  • confidentiality;

  • procurement requirements;

  • insurance;

  • payment terms.

Where we expressly agree a separate commercial or framework agreement, that agreement may take priority over these Terms to the extent stated.

A Customer's own standard purchasing terms do not automatically apply unless expressly accepted by The Tended House Ltd.

29. General Legal Terms

Privacy

We process personal information in accordance with our Privacy Policy.

Changes to These Terms

We may update these Terms for future bookings.

Changes will not retrospectively alter an existing confirmed booking unless agreed or required by law.

Entire Agreement

Your confirmed quotation, booking confirmation and these Terms form the agreement relating to the booked service.

Nothing in this provision removes information or representations that are legally binding or statutory rights that cannot lawfully be excluded.

Severability

If any part of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

Governing Law

These Terms are governed by the laws of England and Wales.

For Consumers, nothing in these Terms prevents you from exercising any right to bring proceedings in a court with jurisdiction under applicable law.

For Business Customers, the courts of England and Wales will have exclusive jurisdiction unless otherwise agreed in writing.

Contact Us

For questions about quotations, bookings, cancellations, complaints or these Terms, contact:

The Tended House Ltd

Company Number: 17274927
Registered Office: 124 City Road, London, EC1V 2NX
Email: info@thetendedhouse.com
Telephone: 07412 385321
Website: www.thetendedhouse.com

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