Terms & Conditions

These Terms and Conditions govern the sale and provision of services by Longhurst's Laundry & Cleaning, 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. 

  • We are a small team and we can't guarantee you will have the same cleaner for every visit. We do try our best to match you with the best cleaner for your home, but on occasions you may have an alternative cleaner on your cleaning day. 

  • 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 an appointment reminder prior to your cleaning day. On this reminder, you will see the estimate arrival time and the staff members name & image.

  • 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 effect 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 & 3pm. 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 - 3pm on your chosen cleaning day. We will always communicate clearly with you to avoid any disruptions. 

  • 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 (First cleans/one off/commercial only)

-Direct debit via GoCardless for regular cleaning.

  • One off/first cleans require a 50% non-refundable deposit to secure your booking and payment in full prior to services commences.

  • 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. Payments are due on the day of the invoice, unless issued otherwise. If payment isn't received within 30 days of services provided, an interest rate of 8% plus the Bank of England interest rate will be charged from the date of service. 

  • **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-3pm. 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, 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.

  • If you wish to postpone your cleaning for more than one clean, to secure your slot we will require 50% of the total price of your clean. We may only hold your slot for up to 3 months, this will be under the managers discretion. 

  • 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 items are stored away and not presented for cleaning.

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

  • PLEASE NOTE - We do not use any harsh products such as bleach, highly scented chemicals, strong limescale 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 a excellent service. 

  • 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 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 bio hazard.

  • 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. 

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

  • 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.

  • Any room's 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 play-room, the floor space must be cleared and in a tidy order (where reasonable 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.  

  • 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) 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, then you will be liable to pay us a recruitment fee of £500 plus VAT at the appropriate rate.

Loyalty Rewards

  • Longhurst's Laundry & Cleaning reserve the right to refuse and change offers or withdraw any loyalty rewards at anytime 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. 


  • If you wish to cancel one cleaning slot due to a holiday/event or re arrange the services within 24 hours or less of the agreed start time, 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. 

  • Once Longhurst's Laundry & Cleaning have begun providing the services, you are free to cancel the services at any time by giving 30 days written notice. If you have made any payments for services not provided, these sums will be refunded to you as soon as possible. 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 14 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.


  • 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. 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. 

  • 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 an 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 longhurstslaundrycleaning@outlook.com