Terms and Conditions
Domestic Cleaning Services
Last updated: July 2026
1. About these terms and who you are contracting with
1.1 These terms form a contract between you and the local Haus Maids office you have instructed. In these terms, “we”, “us”, “our” and “the Company” mean that office. Each Haus Maids office is a separate, independently owned and operated business. The office providing your service is named in your quotation and in your booking confirmation email.
1.2 “You” and “your” mean the person using the service for purposes wholly or mainly outside a trade, business, craft or profession (that is, as a consumer).
1.3 In these terms: “Cleaner” (also referred to as “our team”) means the member or members of our staff carrying out the service (our cleaners are our employees); “Premises” means the address where the service is carried out; “Visit” means an attendance at the Premises to carry out the service; “Quotation” means the price and scope of work we give you; “Charges” means the amounts payable for the service; and “Contract” means the agreement between you and us made up of the Quotation and these terms.
2. How the contract is formed
2.1 You can request our service by telephone, by completing a form on the Haus Maids website, or by email.
2.2 We will give you a Quotation for the work, together with these terms. A Quotation is valid for 30 days unless we withdraw it sooner.
2.3 A Contract is formed only when we confirm your booking, either in writing (including by email) or verbally. Submitting a website enquiry or requesting a quotation does not by itself create a Contract or oblige us to provide the service.
2.4 We may decline to provide a service or enter into a Contract at our discretion.
3. Our fixed-price service
3.1 Unless we agree otherwise in writing, the price we quote is a fixed price for the agreed work at each Visit. It is not an hourly rate and is not a time estimate — our team completes the agreed tasks for the quoted price, however many staff we assign and however long it takes.
3.2 Our Quotation is based on the information you give us about the Premises and the work required. If, when we attend or on review, the size, condition or requirements are materially different from what you told us, we may need to revise the scope or the Charges. We will discuss any change with you and agree it before carrying out the affected work, and you may decline.
3.3 Any special tasks you require must be told to us before the Visit. If tasks are described only verbally, we will not be responsible for tasks not carried out because they were not made clear in advance.
4. Charges, VAT and payment
4.1 The price we quote is the total price you pay, including VAT at the applicable rate.
4.2 For regular ongoing services, the Charges for each Visit are payable within 7 days of the Visit. You can pay by cash, bank transfer, cheque, standing order, or by card where your local office accepts card payments.
4.3 For one-off services and the initial clean, full payment is due in advance of the cleaning day. If payment has not been received, we may cancel the booking.
4.4 If any amount is not paid when due, we may charge interest on the overdue amount at 8% per year above the Bank of England base rate from the due date until payment. If we reasonably have to refer an unpaid account for collection, we may add the reasonable costs of doing so.
4.5 A returned or failed payment (for example a returned cheque or failed standing order) may be subject to a reasonable administration charge of £30.
4.6 Tipping is not required or expected.
5. Your right to cancel within 14 days
5.1 You have a legal right to change your mind and cancel the Contract within 14 days of it being formed, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation period ends 14 days after the day the Contract is formed.
5.2 If you want us to start the service during the 14-day period, you must expressly ask us to. If you do, and we then fully carry out the service within the period, you will lose the right to cancel. If the service is part-carried-out when you cancel, you must pay for what has been done up to that point.
5.3 To cancel, simply tell us — by email, phone or post, using the contact details in your booking confirmation — before the 14-day period ends. You do not have to give a reason, and we will acknowledge your cancellation.
5.4 If you cancel under this clause 5, we will refund any advance payment for work we have not yet carried out, without undue delay and within 14 days of being told. If you asked us to begin the service during the 14-day period and we have wholly or partly carried it out, you must pay for the service provided up to the point you told us you were cancelling.
Model cancellation form (you may use this to cancel, but you do not have to)
To: [your local Haus Maids office and email address] I/We hereby give notice that I/We cancel my/our contract for the supply of cleaning services ordered on [date]. Name of consumer(s): Address of consumer(s): Signature (only if sent on paper): Date:
6. Changing or cancelling an individual Visit
This section is separate from your 14-day right in clause 5 and applies to changing or cancelling one-off Visits or individual appointments within a regular arrangement. Where you have a statutory right to cancel under clause 5, that right takes precedence and the charges in this section do not apply.
6.1 If you need to change or cancel a Visit, please give us at least 48 hours (working days) notice using the contact details in your confirmation. We will do our best to accommodate changes, but cannot guarantee your preferred date or arrival window.
6.2 If you give less than 48 hours’ notice, or if we cannot carry out a Visit because we are not given access, the keys provided do not work, or the Premises cannot be entered, we may charge you for that Visit.
7. Ending a regular contract
7.1 You may end a regular ongoing Contract at any time by giving us at least 7 days’ notice in writing before your next scheduled Visit.
7.2 We may end the Contract: on reasonable notice; immediately if you materially breach it and do not put the breach right within a reasonable time; immediately for non-payment; or in the circumstances in clause 15 (respect for our staff).
7.3 On ending, you must pay any outstanding Charges for services already carried out.
8. Access, keys and your responsibilities
You agree to:
- give us safe and unobstructed access to the Premises at the agreed time;
- put away or secure cash, jewellery, and other valuable or irreplaceable items;
- tell us of anything you do not want us to clean, and of any fragile items;
- not ask us to do anything that risks the health or safety of our staff;
- make sure the Premises have working utilities (such as hot water and electricity) needed for the service; and
- treat our staff with respect (see clause 15).
8.1 If you provide keys, they must open all locks without special effort or skill. We will only be responsible for the cost of replacing keys or a locksmith if keys are lost by us. A reasonable charge may apply if you ask us to collect or return keys from an address outside the postcode of the Premises.
9. Our responsibilities
9.1 We will carry out the service with reasonable care and skill.
9.2 We provide the cleaning materials and equipment needed for the service. If you ask us to use your own products or equipment, you must tell us in advance; they must be safe and in good working order, and we will not be responsible for damage arising from products or equipment you have supplied. Our staff do not use bleach or bleach-based products.
9.3 We will attend on the agreed day. We give an arrival window rather than a fixed arrival time, and arrival windows are estimates. If a Visit is affected by something beyond our reasonable control, we will contact you to re-arrange.
10. Our satisfaction guarantee
10.1 If you are not happy with the cleaning of any area, tell your local office within 24 hours of the Visit and we will re-clean that area free of charge. This guarantee is offered in addition to, and does not affect, your legal rights.
11. Breakages and damage
11.1 Our staff take care in your home, but accidents can occasionally happen. Please store away or point out any items that are especially valuable or irreplaceable, and let us know of any surfaces needing special care. We assume that all surfaces are sealed and ready to be cleaned using normal methods and products. Please tell us before the Visit about any surface that is unsealed, delicate, or needs particular care or specific products. We will not be responsible for damage to a surface you have not told us about that could not reasonably have been expected to be affected by normal cleaning
11.2 Please report any breakage or damage as soon as reasonably possible after the Visit, so we can look into it promptly.
11.3 Where damage is caused by our negligence, we will put it right — by repairing the item or, if it cannot be repaired, replacing it or crediting you its fair value. Such matters are covered by our public liability insurance.
11.4 We are not responsible for: pre-existing damage, stains or wear that cannot be removed by normal cleaning methods; damage due to faulty or improper installation of an item; or damage arising from products or equipment you supplied.
12. Our liability to you
12.1 Nothing in these terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be excluded or limited.
12.2 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or negligence. We are not responsible for loss or damage that is not foreseeable. Loss is foreseeable if it is an obvious consequence of our breach or was contemplated by both of us when the Contract was formed.
12.3 Nothing in these terms affects your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 that the service be carried out with reasonable care and skill. Advice about your rights is available from Citizens Advice.
12.4 If our performance is prevented or delayed by something outside our reasonable control, we will contact you as soon as possible and take reasonable steps to reduce the effect. We will not be liable for delays caused by such events, and if there is a risk of substantial delay either of us may end the Contract, in which case you pay only for services already carried out.
13. Complaints and dispute resolution
13.1 If you are unhappy with our service, please contact your local office using the details in your confirmation. We will deal with your complaint under our complaints procedure and try to put things right.
13.2 If we cannot resolve your complaint, alternative dispute resolution (ADR) may be available. We are not obliged to use, and do not subscribe to, any particular ADR provider, but we will provide details of an ADR option if a complaint remains unresolved.
14. Our employees
14.1 Our Cleaners are our employees. You agree that you will not directly employ or engage (whether on a paid or unpaid basis) any person who is, or in the 12 months before was, employed by us in connection with your service, without our written agreement, during the Contract and for 6 months afterwards.
14.2 If you do so, you agree to pay us £500 per person, which reflects our reasonable costs of recruiting and training staff.
15. Respect for our staff
15.1 We are committed to a safe and respectful environment for our staff and have a zero-tolerance approach to harassment or abuse of them, including offensive or abusive language or gestures, threats or intimidation, unwanted physical contact, or discriminatory behaviour.
15.2 If a customer or anyone at the Premises harasses or abuses our staff, we may stop the service immediately and end the Contract, and may take further action where appropriate. Where we end the Contract for this reason, you remain responsible only for services already carried out.
16. Your personal information
16.1 We handle your personal information in line with our Privacy Notice, which is available on our website. Please read it, as it contains important information about how your data is used.
17. Changes to these terms
17.1 We may update these terms from time to time. Changes apply to new Contracts, and to ongoing Contracts on reasonable prior notice; they do not apply retrospectively to services already carried out. We will tell you about any significant change and, where it affects an ongoing Contract, you may end the Contract if you do not accept it.
18. Transferring the contract
18.1 We may transfer our rights and obligations under the Contract to another business — for example if the local Haus Maids business changes ownership. We will tell you if this happens and ensure it does not affect your rights. If you are unhappy with the transfer, you may end the Contract within 14 days of us telling you, and we will refund any advance payment for services not yet carried out.
19. General
19.1 Each clause of these terms operates separately. If any court or authority decides any clause is unlawful or unenforceable, the remaining clauses continue in full force.
19.2 If we do not insist on strict performance, or delay in enforcing our rights, that does not waive them. Any waiver must be in writing and does not waive any later breach.
19.3 The Contract is between you and us. No one else has any right to enforce its terms.
19.4 The Quotation and these terms make up the entire agreement between us for the service.
20. Governing law
20.1 These terms and the Contract are governed by the law of England and Wales, and are subject to the courts of England and Wales. If you live in Scotland or Northern Ireland you may also bring proceedings in your local courts, and you keep the benefit of any mandatory protections of the law where you live.
21. Contact
21.1 The details of your local Haus Maids office are in your Quotation and booking confirmation email. For general enquiries, contact franchise@hausmaids.co.uk or your local office.