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Terms & Conditions

These Terms and Conditions govern the sale and provision of services by Longhurst's Laundry & Cleaning Ltd, and form the basis of the contract between Longhurst's Laundry & Cleaning and you.

By accepting & booking our cleaning services, you are accepting our Terms & Conditions.
Please ensure you have read these carefully.

Important Information About Your New Service

We aim to be transparent & provide you with as much information about your cleaning service, before you commit to starting the contract with us. 

  • Someone over the age of 18 will need to be present throughout the appointment, if anyone under the age of 16 is within the property.​

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

  • We will always try our best to introduce you to the cleaner, so that you are familiar with each other although we can't guarantee you will have the same cleaner each visit. In order for us to provide holiday & sickness cover, another team member may attend with your familiar cleaner. We understand it can be a personal choice to choose which cleaner you would prefer, unfortunately we can't accommodate cleaner preferences due to being a very small team & requiring our team and clients to be flexible where possible.

  • Our schedule system will send you automated email & text appointment reminders prior to your cleaning day. You will receive an email 3 days before your appointment, and a text the day before. On this reminder, you will see the estimate arrival time and the staff members name & image. On occasions, we may need to change your cleaning day/time - we appreciate your understanding and flexibility on this. We try to avoid changes in the schedule but often it cannot be helped. We are a supportive company, many of our team have children at home and therefor school holidays can be difficult for them. We offer our team to condense hours within the holidays & this means unfortunately changes will happen on occasions. 

  • All our staff receive the same training & we carry out monitoring spot checks to ensure their standards remain high. No two cleaners work in the same way, you may have a cleaner who is fast & gets a lot done although may not be as thorough, or you may have a cleaner who is slower and covers more attention to detail which can take longer and may not get everywhere completed in the time slot. If you would like to discuss anything about a cleaner and have any suggestions, please get in touch.


  • Our staff come in different shapes & sizes, some are tall, some are short, and this will affect the type of cleaning carried out. This does not make them "bad cleaners", we all work from ground height with extendable dusters to reach higher than we can stretch. 

  • We will always try our best to provide you with a reliable cleaning service, on occasions we may have to cancel/change the day/time of your cleaning service. We really appreciate your understanding & patience. (For example; Sickness, holiday, unforeseen circumstances.)

  • Our team work Monday - Friday between the hours of 9am & 5pm. We ask that you are flexible in the estimate arrival times that we provide and that the team could be in your property anytime between 9am - 5pm on your chosen cleaning day. 

  • If for any reason you miss a cleaning appointment, we will try our best to complete as much cleaning in your next appointment. In order to complete the clean in your requested time, we may have to prioritise certain areas if there is a build-up of dust from the missed appointment. If you would like to request extra time, please let us know. 

Prices & Payments

  • Our prices are subject to change, and we will give you 30 days written notice of the change. 

​We accept the following methods of payments:

-Bank transfer one off/commercial only)

-Direct debit via GoCardless for regular cleaning.

  • One off/first cleans require a payment in full to secure your booking, which includes a 50% non-refundable deposit. 

  • 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

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

  • We have a statutory right to claim interest (at 8% over the Bank of England base rate) per annum and compensation for debt recovery costs, until the debt is settled under the Late Payment Legislation. Interest will accrue daily from the due date of the payment until the actual date of payment of the overdue sum, whether before or after judgment. You must pay any interest due when paying the overdue due. 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.

  • **We may refer your payment to a credit agency which would incur further interest & charges and may affect your credit file. If you need any support or to set up a payment plan, please get in contact with us ASAP.**

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.

  • 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.

  • 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.

  • If we agree to provide cleaning on a Bank holiday, 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.

  • 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. 

  • 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.

  • 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.​​

  • You must ensure that the property where the services are to be provided, has both hot & cold running water, electricity and adequate lighting. 

  • Longhurst's Laundry & Cleaning provide all products & equipment. If you require us to use equipment 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.

  • 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. 

  • 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. 

  • 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. 

  • 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.

  • 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. 

  • 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.​

  • 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

  • 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.

  • 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.​

  • PLEASE NOTE - We do not use any harsh products such as bleach, highly scented chemicals, strong limescale removers, grease removers or any products or equipment which are abrasive. All our employees are supplied with tried and tested products and materials which are designed with our clients and staff's health in mind. We don't authorise staff to use any other products or equipment as to avoid any health issues and damages.

  • 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. ​​​

  • Staff are not insured to climb onto any steps/ladders of any height when working alone. We will do our best to reach everywhere we can.

  • To avoid trips, slips and falls, we do not allow any of our employees to remove plates/glassware/cups from any rooms which require them accessing via a staircase.

  • We are happy to empty bins as requested, please ensure you let us know and provide binbags. Even though we have a waste carrier license, this does not allow us to remove rubbish off your premises. Unfortunately, we do not empty bins with nappies/sanitary products in.​

  • Any rooms with uncovered razors/sharps, nappies, sanitary products, will NOT be cleaned. You will still be required to pay fully for the clean. We ask that you do not put our staff in danger or allow them to come into contact with any hygiene risks.​

  • If your property has a child's playroom, the floor space must be cleared and in a tidy order (where reasonably practical) prior to our services provided in that room. Any room that is needing to be tidied prior to cleaning, will not be cleaned fully unless the price includes this. 

  • 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.

  • We are happy for you to book however many hours to suit you, but we will give you an estimate of the recommend time to complete the clean to a high standard. We complete a thorough clean & this takes time. If you book les hours than we have estimated, we can't guarantee every room will be completed in that time scale although we are happy to work to your list of priorities. (For example, it could take around 2-3 hours to complete a bathroom and/or a kitchen clean dependent on the size of the room and level of cleanliness.)

  • LAUNDRY SERVICE - We are happy to provide a laundry service within your own property, for example washing bedding/clothes. Any special washing instructions must be notified to us prior to us commissioning the service. The company and the team do not check garments/items, prior to washing. It is the client's responsibility to make sure that there are no valuables or items which may cause damage to any clothes/bedding or machine(s). The company will not be held responsible for any damage, however so caused to any washing being washed by the team. The client is responsible for providing laundry detergent etc. A laundry service must be completed within the time booked, we are not responsible for overstaying if the washing machine/dryer takes longer than the original time slot. 

  • In the event (caused by us) that we are unable to provide you with a service on any given day/week, you will NOT be charged. We will do our best to avoid this, but occasionally this may be out of our control.

  • In the event (caused by you- client) that we are unable to provide you with a service, for example due to unable to gain access, forgotten about your clean, you will be charged 100% for the service.

  • By agreeing to these T&C's, you give us permission to take photographs of cleaning within your property. These will never include personal details/images to link you to the photographs. Images will be used for marketing & training purposes. 

  • Longhurst's Laundry & Cleaning price charges vary depending on each client's requests and property size, rooms, fixtures & fittings. If we have priced your property on a set fee, we can only give an estimate of how long a property would take but could vary. No price adjustment will be made. If clients require more cleaning/housekeeping other than what was quoted (such as but not limited to - parties, building work, bed making, tidying up, lack of maintaining cleaning between visits) there may be an increase in price. Our minimum fee for cleaning is £45 a visit.

  • 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.

  • 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.

 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.

  • 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.

  • 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.

  • If your pet (especially dogs) is known to bite/be aggressive towards strangers, please keep them separate to us at all times. Should an incident happen, we have the right to support out team to proceed with legal action against you & your pet.

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

  • 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.

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.

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

Loyalty Rewards

  • Longhurst's Laundry & Cleaning reserve the right to refuse and change offers or withdraw any loyalty rewards at any time without notice.

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

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

  • Discounts & promotional offers cannot be claimed as cash or cash rewards under any circumstances. 

  • 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.

  • The loyalty reward card must be presented upon the day of your clean/service, please leave the loyalty card out so that staff can stamp it each visit. 

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

  • Loyalty reward cards are only for regular domestic clients.

  • 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. 

  • Rewards are non-transferable. 


  • 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. 

  • 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. 

  • 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.  

  • Once we have begun providing the services, we may cancel the services at any time by giving you 30 days written notice. If situations arise which are beyond our control, we have the right to cancel services with no notice. If you have many any made any payment for services not provided, these sums will be refunded to you as soon as possible.

  • 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.
    otice 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. 

  • 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. 

  • 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.


  • 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.

  • 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. 

  • 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. 

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.

  • 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.


If you have any questions or queries, please contact us at

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