Important Information About Your New Service

Our goal is to be transparent and provide you with all the necessary information about your cleaning service before you commit to entering into a contract with us.

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• If anyone under the age of 16 is present on the property, an adult aged 18 or over must be present for the entire duration of the appointment.

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• All our team are fully referenced & DBS cleared. If you have any concerns, please get in touch & we will be happy to help.

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• We will always do our best to introduce you to your cleaner so you can become familiar with each other; however, we cannot guarantee the same cleaner will attend every visit. To provide cover during holidays or sickness, another team member may accompany your regular cleaner. We understand that choosing your preferred cleaner can be a personal decision. While we will consider such requests where possible, we cannot guarantee specific staff assignments due to scheduling limitations and the small size of our team. We kindly ask for your flexibility and understanding in these situations.

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• Our scheduling system will send you automated email and text reminders before your cleaning appointment. You will receive an email 3 days prior and a text message the day before your scheduled cleaning. These reminders will include the estimated arrival time and the name and photo of the assigned staff member.

• Occasionally, we may need to change your cleaning day or time. We appreciate your understanding and flexibility in these cases. While we strive to keep the schedule consistent, sometimes changes are unavoidable. As a supportive employer, many of our team members have children at home, and school holidays can be challenging. We offer our team the option to condense their working hours during these periods, which may occasionally result in schedule adjustments.

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• All our staff receive the same comprehensive training, and we conduct regular spot checks to ensure high standards are maintained. Every cleaner has their own approach—some may work quickly and cover a lot, though perhaps with less thoroughness, while others may take more time to focus on detail, which could mean not everything is completed within the allotted time. If you have any feedback or suggestions about your cleaner, please don’t hesitate to get in touch with us.

 

• Our staff come in all shapes and sizes, which may influence how certain cleaning tasks are performed. This does not reflect their ability or quality of work. We all use tools like extendable dusters to reach higher areas beyond our natural reach.

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• We always strive to provide you with a reliable cleaning service; however, there may be occasions when we need to cancel or reschedule your appointment. We truly appreciate your understanding and patience in these situations (such as sickness, holidays, or other unforeseen circumstances).

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• Our team works Monday to Friday between 9:00 AM and 5:00 PM. We ask that you remain flexible with the estimated arrival times, as the team may arrive at any time within this window on your scheduled cleaning day.

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• We understand that unexpected situations, such as emergencies or illness, can occur. Please notify us as soon as possible if you think you may miss your appointment. We will do our best to complete as much cleaning as possible during your next visit. To fit the clean within your scheduled time, we may need to prioritize certain areas, especially if there is a build-up of dust from the missed appointment. If you would like to request extra time, please let us know in advance.

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Prices & Payments

• Our prices are subject to change, and we will provide you with at least 30 days' written notice before any changes take effect.

We accept the following payment methods:

• Bank transfer (one-off payments or commercial clients only)

• Direct debit via GoCardless for regular cleaning services

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• Deposit Amount and Purpose
  A non-refundable deposit of 50% of the total booking fee is required to secure your booking. This deposit covers administrative costs, time allocation, and potential lost opportunities.

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• Deposit and Cooling-Off Period ​
  Under the Consumer Contracts Regulations 2013, you have the right to cancel this service within 14 days of booking. doing so, you acknowledge that: However, by completing the booking form, if  you request that we begin providing services before the end of the 14-day cancellation period, by

• You may lose your right to a full refund if you cancel once services have begun.

• If cancellation occurs after work has started, you will be charged proportionally for the work completed up to the point of cancellation, which may equal the deposit paid.

• If you cancel before services commence and within the 14-day cooling-off period, your deposit will be refunded in full.

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• Statutory Cancellation Rights
  You have the right to cancel your booking and receive a full refund of the deposit if the cancellation is made within 14 calendar days of booking, in accordance with your statutory consumer rights.

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• Last-Minute Payments and Cancellations
  If payment is made less than 14 days before the scheduled service, the statutory 14-day cancellation period does not apply. In the event of cancellation within 14 days of the service date, the deposit or full payment will be retained to cover costs and losses incurred.

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• If you are a regular client, we will send you a direct debit form via GoCardless - invoices will be sent out and GoCardless will let you know when payment will be taken, normally with 3 days. You are in complete control at all times. Please ensure the correct amount is in your bank on the day of the clean to avoid payment failure.​ If you are booked in for a regular clean, you must have a direct debit mandate set up or we won't be able to attend due to no payment method set up - you will still be liable for charges. You will receive an invoice on the day of your clean and further information will be given via our direct debit system.

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• If a Direct Debit payment fails and the balance is not cleared within 3 working days, we reserve the right to charge the payment card you provided at the time of booking -  but only where you’ve given us clear consent to do so. You can withdraw this consent at any time by contacting us in writing. We use a secure, PCI-compliant payment processor and only retain limited card details (such as the last 4 digits) for identification purposes. This backup method helps ensure any outstanding payments -  including charges for cleans within your notice period -  can be settled without disruption to your service.

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• By completing our booking form and providing your card details, you consent to the secure processing and storage of your payment information. We use a secure, PCI-compliant payment system, and we only have access to the last four digits of your card number for reference.
   

• Your payment details may be retained only for as long as necessary to:

1. Process payments for services rendered, including any services within your notice period (even if cancelled or banked).

2. Comply with legal, accounting, or tax obligations.

3. Handle chargebacks, disputes, or failed payments.

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• Once the lawful purpose for holding your data has been fulfilled, your information will be securely deleted, anonymised, or minimised in accordance with data protection regulations.

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• Invoices will be issued for all charges. If a payment fails and the balance remains outstanding, we reserve the right to refer the matter to a third-party collection agency.

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• We are registered with the Information Commissioner’s Office (ICO), and we are committed to handling your personal data in accordance with the UK GDPR. You have the right to access, rectify, or request deletion of your data at any time. For more information, please refer to our [Privacy Policy] or contact us directly.

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• Payments are due on the day of the invoice, unless issued otherwise. 

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• Due to additional charges we incur from failed direct debit payments, a £5 administration fee will be applied for each unsuccessful payment attempt. If you anticipate any issues with your direct debit before your scheduled cleaning, please contact us as soon as possible to avoid this charge.

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• Business Clients - We have a statutory right to charge interest on overdue payments under the Late Payment of Commercial Debts (Interest) Act 1998.

This includes:

1. Interest at a rate of 8% per annum above the Bank of England base rate, and

2. Compensation for reasonable debt recovery costs.

3. Interest will accrue daily from the due date until the date full payment is received, whether before or after a court judgment.

4. You agree to pay any interest and compensation due in addition to the overdue amount.

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• In addition to interest, we are entitled to claim fixed compensation for debt recovery costs, as set out in the Late Payment of Commercial Debts (Interest) Act 1998:

1. £40 for debts up to £999.99

2. £70 for debts from £1,000 to £9,999.99

3. £100 for debts of £10,000 or more

Where our reasonable recovery costs exceed these fixed amounts, we reserve the right to claim the additional amount.

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• Consumer Clients - If you do not make a payment by the due date shown on your invoice, we allow a 7-day grace period to give you time to bring your account up to date without any extra charges.

If payment is still not received after this 7-day period, we reserve the right to:

1. Charge interest on the overdue amount at a rate of 3% per annum above the Bank of England base rate, calculated daily from the end of the grace period until full payment is made.

2. Apply a reasonable administration fee of £20 to cover the cost of handling late payments.

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• ​If we are not paid according to our agreed credit terms, we reserve the right to suspend services without notice without any financial liability on us. We will continue to charge for any cleans suspended, until all payments are made to date, and future invoices will need to be paid in advance. If we decide to cancel services with immediate effect due to non payment, we reserve the right to charge for any cleans which would have been due to go ahead, within 30 days from the cancellation date.​

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• If payment remains outstanding, we may refer your account to a credit agency, which could result in additional interest and charges and may impact your credit rating. If you require support or wish to arrange a payment plan, please contact us as soon as possible.

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Providing The Services

• As required by law, Longhurst's Laundry & Cleaning will provide the services with reasonable skill & care, consistent with best practices and standards in the cleaning service industry.

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• Longhurst's Laundry & Cleaning will make every effort to complete services on time and in the accordance of your requests. We cannot be held responsible for any delays if any event outside of our control occurs.

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• Services are usually provided Monday-Friday between 9am-5pm. We may have additional slots available, please enquire for more information. We can only give you an idea of time such as AM/PM on your given day. When necessary, we will call/text ahead to let you know that we are on the way.

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• If we agree to provide cleaning on a Bank holiday, evening or weekend, you will be charged at an additional rate. If your scheduled slot is on a bank holiday, we will let you know and give you options to change your clean for that week if we have space available.

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• If you wish to change your agreed slot (day/hours/frequency), you must give us 30 days' notice in writing. We cannot guarantee your chosen slot will be available, but we will notify you of our availability when you enquire. 

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• If for any reason, you decide that less cleaning is required on the day of your visit or we are unable to complete a full clean and it takes less time than normal, you may be charged for the full original booking amount, depending on the circumstances.

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• You must keep us informed if anyone in your property is showing any symptoms of illness or have been travelling abroad in the last 14 days due to COVID-19. We will re-assess your risk assessment and decide whether we will offer you a service or postpone.​​

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• You must ensure that the property where the services are to be provided, has both hot & cold running water, electricity and adequate lighting. You are responsible for ensuring the environment is safe for us to work in, does not pose a risk to health or safety and is fully operable. Our team are instructed to withdraw from the property and to report problems to management. If this occurs, you will be charged 100% cost of the clean.

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• Longhurst's Laundry & Cleaning provide all products & equipment. If (with prior management agreement) require us to use equipment or products provided by yourself, you must ensure they are safe to use and are in full working order and must not require any special skills to use. We accept no responsibility for any damage/faults caused by us using your equipment.

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• You must (as far as it's reasonable possible), ensure that any irreplaceable/sentimental items are stored away and not presented for cleaning. Although we try to be careful, accidents can happen and we wouldn't want to cause any upset should an item accidentally be broken whilst cleaning. 

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• If you instruct us to leave a door or a window unlocked/key under a mat etc which may result in your property being left insecure, you must notify us in writing to state that you instruct us to do this and that you understand that we cannot be held liable for any issues/damages which may occur to your property, due to us following your requests. Clients are responsible for ensuring they provide us with keys if they wish for doors to be locked, if the client is not at the property when the cleaner is due to leave. If no instructions are left, we will post the key through your letterbox. 

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• Key boxes/keys - If no specific locking up instructions are left, we will either post the key through your letterbox or place the key back in the key box. This is down to the team members discretion and our priority is to leave your home secure. We accept no responsibility for access issues if no specific instructions have been sent to the office in writing. 

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• In the event of any emergencies, we have the right to refuse to be locked into any property without having a secure key lock box installed inside the property at every exit, which we deem essential as per our risk assessment.

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• You are responsible for ensuring you provide us will all relevant instructions for activating/deactivating alarm systems. We will not be held responsible for triggering any alarm systems where you have not provided clear instructions. 

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• We agree to provide absolute security for keys to your property/ies at all times. In the unlikely event of keys being misplaced/lost by Us, we will make appropriate arrangements for replacement keys to be made at our expense.​

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• Access to the property - Our team require reasonable accessibility to the property due to transporting their cleaning kit, mop & vacuum. if client's do not have a dedicated parking space or require our team to walk a significant distance with their kit, we can't guarantee our attendance. 

 

For example -

Raining - our team transport electrical appliances which cannot get wet

Lack Of Parking Spaces - the cleaners are unable to find an adequate parking space close to the property

Time Spent Seeking Nearby Parking - a surcharge will apply for this or deduct the time spent from the cleaning

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• If a parking permit is required, it is your responsibility to ensure we have a permit available ahead of the visit. If we are unable to park at your property, we will not attend and the cleaning charge will still be liable. If our team park in a location recommended or reserved by yourself and they receive a parking ticket, the fee of the parking ticket will be liable to you. (If the team get a parking ticket due to their own negligence, this cost will not be passed onto the client.)​

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• Unless you notify us in writing, we will presume that all surfaces such as marble, granite, limestone & wood are fully sealed and are able to be cleaned as normal.

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• We don't accept responsibility for damages of items which are poorly or inadequately secured, and we completely avoid anything which could cause harm to staff if they were to fall. For example, but not limited to; loose shelving coming away from the wall, shower cubicles which have come off runners, any fixtures & fittings etc.​

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• ​PLEASE NOTE: We do not use harsh products such as bleach, strong fragrances, aggressive limescale removers, grease removers, or any abrasive products or equipment. All our employees are supplied with carefully selected, tried-and-tested products designed to protect the health of both our clients and staff. Staff are not authorized to use any other products or equipment to prevent health risks and damage.

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• If you have any issues with a service that you've received, you must contact us within 12 hours of your clean, with details and pictures and we will assess the situation. We do not offer refunds, but we aim to provide you with an excellent service. ​​​

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• Staff are not insured to climb any steps or ladders of any height when working alone. We will always do our best to reach all accessible areas safely.

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• To prevent trips, slips, and falls, employees are not permitted to remove plates, glassware, or cups from any rooms that require accessing via a staircase.

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• We’re happy to empty bins upon request - please let us know in advance and provide bin bags. Although we hold a waste carrier license, this does not permit us to remove rubbish off your premises. Additionally, we are unable to empty bins containing nappies or sanitary products.

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• Rooms containing uncovered razors, sharps, nappies, or sanitary products will not be cleaned. Full payment for the cleaning service will still be required. We kindly ask that you ensure our staff are not put at risk or exposed to any hygiene hazards.

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• If your property includes a child’s playroom, the floor space must be cleared and reasonably tidy before our cleaning service begins. Any room requiring tidying prior to cleaning will not be fully cleaned unless this service is included in the price.

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• For the best possible service to be provided, please ensure each room is tidied up and items put away to make every surface accessible for us.

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• You’re welcome to book as many hours as suit your needs, but we will provide an estimated time required to complete the clean to a high standard. Our thorough cleaning takes time to do properly. If you book fewer hours than estimated, we cannot guarantee that every room will be fully cleaned within that timeframe. However, we’re happy to work according to your list of priorities. For example, cleaning a bathroom and/or kitchen can take around 2–3 hours, depending on the room size and level of cleanliness.​

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• In the unlikely event that we are unable to provide your service on any given day or week due to reasons caused by us, you will not be charged. We will always do our best to avoid this, but occasionally circumstances beyond our control may arise.

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• If we are unable to provide the service due to reasons caused by the client - such as being unable to gain access or a forgotten appointment - you will be charged 100% of the service cost.

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• By agreeing to these Terms & Conditions, you acknowledge that we may request permission to take anonymised photographs during the service. These photographs will not contain any personal identifying information or images of individuals. These images are used strictly for record-keeping, insurance, and quality assurance purposes. On occasions we may take photographs for training or marketing purposes - you have the right to withdraw your consent at any time without affecting your access to services.

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• Longhurst’s Laundry & Cleaning charges vary based on each client’s specific requests, property size, and the number of rooms, fixtures, and fittings. If your property has been priced with a set fee, please note that the time required to complete the cleaning is an estimate and may vary. No price adjustments will be made based on actual cleaning time. If additional cleaning or housekeeping services are required beyond the original quote—such as after parties, building work, bed making, tidying up, or if regular cleaning maintenance between visits has not been kept—there may be an increase in price. Please note our minimum cleaning fee covers 2 hours of service.

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• If you are found to be engaging any of our employees and/or workers either directly or indirectly by discussing/offering to hire separately to Longhurst's Laundry & Cleaning, either for yourself, friends or family members, (cleaning related or not) then you will be liable to pay us a recruitment fee of £500 plus VAT at the appropriate rate.

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• Pests Control - 
  If your property has any issues with pests, including but not limited to ants, rats, flies, etc we reserve the right to either not clean the affected room or the whole property. It is the clients responsibility to ensure their property is free of pests and to contact a local exterminator/pest control & removal of all pests prior to us cleaning. If we are unable to complete a clean due to pests, the charge will still apply unless the appropriate notice is given inline with our T&C.

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Laundry Service

• We are happy to provide a laundry service within your property, such as washing bedding and clothes. Please notify us of any special washing instructions before the service begins. 

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• The company and our team do not check garments or items prior to washing. It is the client’s responsibility to ensure that no valuables or items that could damage clothes, bedding, or machines are included.

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• The company cannot be held responsible for any damage caused during the washing process.

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•  Clients must provide their own laundry detergent and other necessary supplies. Please note that the laundry service will be completed within the booked time slot. We are not responsible for any additional time required if washing machines or dryers take longer than expected.

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 Properties With Animals/Pets

• We do NOT clean out pet litter trays, beds, bedding or any other form of pet cage and you must not present these for cleaning. We also do NOT pick up/clean up animal faeces or sick/bodily fluids due to biohazard.

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• Longhurst's Laundry & Cleaning staff will exercise reasonable skill and attention in caring for any pets while in the property, but we cannot be liable for any damage caused to or by animals during, after or as a result of our cleaning.

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• If you have any pets, in particularly dogs who may be wary of strangers, please keep them away from the property or in a separate room for the duration on the clean. If you will not be in and our employee feels unsafe to enter the property, we have the right to cancel the clean without notice. All animals should be under the client's control at all times as in accordance with our risk assessment.  If any animals escape upon us entering, leaving or opening doors/windows, we accept no responsibility. Great care will be taken to avoid this happening. If any pets do escape, we may need to call a local pet rescue, any cost to this would be passed onto the client.

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• If your pet (especially dogs) is known to bite/be aggressive towards strangers, please keep them separate to us at all times. In the event of an incident involving aggressive animals, we reserve the right to assist our staff in reporting the matter to the relevant authorities and pursuing appropriate remedies under the law.

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• Owners/handlers are responsible for their animals and any injuries and/or damages caused by their animals

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• If you require us to enter your property (with a pet present), all pets must be kept in a separate room to enable our team to work undisturbed and without worry.

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​Smoking/Vaping Policy

• We have a strict NO SMOKING/VAPING policy around our team members. Please use designated smoking/vaping areas/outside the property to protect our team's health & to avoid smoking around combustible chemicals. If clients do not adhere to our no smoking/vaping policy, we will withdraw our cleaning services with immediate effect.

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• Our team are forbidden from smoking/vaping inside/around our client's properties.

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Protection of Staff and Safety Policy

We are committed to providing a safe and respectful working environment for all members of our team. As such, clients are expected to treat our staff with dignity and respect at all times.

We have a zero-tolerance policy towards any form of abuse or harassment, including but not limited to:

• Verbal abuse (e.g. shouting, threats, offensive language)

• Physical abuse (e.g. intimidation, unwanted physical contact, assault)

• Sexual harassment or abuse (e.g. inappropriate comments, gestures, advances, or any form of non-consensual behaviour)

All interactions with our staff must comply with our Sexual Harassment and Workplace Safety Policy, which includes clear procedures for reporting and addressing inappropriate conduct. Any behaviour that violates these standards may result in the immediate termination of services, restriction from future engagements, and, if necessary, reporting to appropriate legal authorities.

We reserve the right to remove our staff from any environment where their safety, dignity, or well-being is compromised, without liability or obligation to continue services under such conditions.

By engaging with our services, you acknowledge and agree to uphold these standards

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Loyalty Rewards

• Longhurst's Laundry & Cleaning reserves the right to modify or terminate the loyalty program at any time without prior notice.

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• One Stamp Per Visit: Customers are eligible to receive one stamp per visit with a qualifying purchase. Multiple stamps per day are not permitted.

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• The loyalty reward card cannot be used in conjunction with any other offer. 

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• The loyalty reward card will remain the sole property of Longhurst's Laundry & Cleaning.

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• No Cash Value: The loyalty card and any rewards earned have no cash value and cannot be exchanged for money or any other offer.

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• By accepting our loyalty reward card, you agree to adhere to these terms & conditions, and also agreeing to receive a promotional material via post, text & email.

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• Card Must Be Presented: The loyalty card must be presented at the time of purchase to receive a stamp. Stamps cannot be issued retrospectively.

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•  It is the customer's responsibility to retain and present the loyalty card. Lost, stolen, or damaged cards will not be replaced or honoured.

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• Qualifying reward stamps include cleaning, laundry & recommend a paid client. One stamp at the time of service. 

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• Loyalty reward cards are only for regular domestic clients.

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• Loyalty reward discounts may only be used for a regular cleaning service, and not used against a deep clean or additional hours. For example if your regular service is £60 per clean, you will be able to claim the offer against the total of £60. 

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• Non-Transferable: Loyalty cards are non-transferable and may only be used by the individual to whom the card was originally issued.

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Cancellations​

• 14 Day Cooling Off Period (Consumers only) - Once we have agreed to providing the services, you have a 14 day cooling off period from the day after you completed the booking and agreed to our terms & conditions. This does not apply to business customers. 

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• Once Longhurst's Laundry & Cleaning have begun providing the agreed regular service (after the 14 days cooling off period), you are free to cancel the services at any time by giving 30 days written notice. (Once notice is given to us, the notice period will start from the next working day e.g. if notice is given on the Friday, the notice period will begin on Monday the following week.) Weekends & Bank Holidays are not part of a notice period. 

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• The cleaning within your 30 days cancellation notice must be carried out as scheduled or you will be charged for the total amount of the cleans. For example, 2 cleans for fortnightly, 4 cleans for weekly.  

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• Once we have begun providing the services, we may cancel the services at any time by giving you 30 days written notice. In extreme circumstances beyond our control (such as public health emergencies, natural disasters, or unavailability of staff), we reserve the right to cancel with shorter notice. We will make every effort to reschedule where possible. If you have many any made any payment for services not provided, these sums will be refunded to you as soon as possible.

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• If you wish to cancel a cleaning slot (for example - due to a holiday/event or re arrange the day) and provide less than within 24 hours notice you will be required to pay the full price for the provision of service. If you give us 24 hours but less than 48 hours' notice, you will be required to pay 50% of the total price. This does not apply to the 30 days cancellation policy where all cleans must go ahead or banked. 
  Notice times are set as 9am on your scheduled cleaning day - your cleaning day can change from week to week, but we will send you an email 3 days prior so that you have plenty of time to contact us to change/cancel. 

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• Holidays/postponing/skipping cleans etc - We allow up to 4 cleaning breaks/moved within a year per client, in which clients can give us more than 48 notice to cancel/change their cleaning slot free of charge for up to 1 clean at a time. Each postponed/moved slot must be a least 6 weeks apart or we may charge the full amount for the postponed clean and may need to revise your cleaning service frequency. (This does not apply for the 30 days cancellation notice period, please see below for details.) If skipping a clean, we would recommend extra time for your next clean due to the longer duration between cleans. Alternatively, we will do our best with the time booked. 

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• Holidays - We would appreciate if you can give as much notice as possible if you will be on holiday and wishing to skip a clean so that we can offer this slot to someone else.

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Liability

• Longhurst's Laundry & Cleaning have a Public Liability Insurance policy in place, underwritten by a leading insurer.
  A copy of our Public Liability Insurance is available to view upon request.

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• If Longhurst's Laundry & Cleaning are providing services within your property, and we cause any damage, you must notify us of such damage within 12 hours of carrying out the services. You must provide photographic evidence and other relevant information to support your claim. A proof of purchase is required or a link for a LIKE for LIKE item to determine the value of a replacement/repair. Without this, we are unable to make a claim under our insurance policy. In the event that you are not able to provide evidence, then you will not be able to pursue a claim for damages. We are not responsible for any pre-existing faults or damage in or to your property that we may discover whilst providing the services. In the event that you wish to claim off our insurance, you will be liable to pay £250 excess. If you decide not go through our insurance or we are unable to find a a like for like replacement, we may offer the amount to be claimed off future cleans (at our discretion.)  Unfortunately we do not offer refunds. All like for like replacements are not guaranteed to be identical to the broken/damaged item but we will try our best to source a close match. 

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• We agree to provide security for your keys to your property at all times. In the unlikely event of any keys being misplaced/lost by Longhurst's Laundry & Cleaning, we will make appropriate arrangements for replacement keys to be made at our expense. No keys are labelled to reduce risk of theft. 

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Governing Law & Jurisdiction

• These Terms & Conditions are the relationship between you and Longhurst's Laundry & Cleaning (whether contractual or otherwise) shall be governed by you and constructed in accordance with English law.

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• Any dispute, controversy, proceedings or claim between you and Us relating to these Terms & Conditions, the Contract or the relationship between you and Us (whether contractual or otherwise), shall be subject to the jurisdiction of the courts of England, Wales, Scotland & Northern Ireland, as determined by your residency.

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• THESE TERMS AND CONDITIONS ARE SUBJECT TO CHANGE WITHOUT NOTICE, FROM TIME TO TIME IN OUR SOLE DISCRETION. WE WILL NOTIFY YOU OF AMENDMENTS TO THESE TERMS AND CONDITIONS BY POSTING THEM TO THIS WEBSITE. IF YOU DO NOT AGREE WITH THESE TERMS AND CONDITIONS, WE WILL GIVE NOTICE TO CANCEL SERVICES.

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If you have any questions or queries, please contact us at longhurstslaundrycleaning@outlook.com

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