Terms and conditions

1. About us

Cleaning services are provided by A Cleaner Experience Ltd, trading as A Cleaner Experience and A.C.E. Company number: 16991256. Registered in England and Wales. Registered office: 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE.

Contact: acleanere2026@outlook.com.

2. Bookings and the service agreed

A booking submitted through your account is a request. Your booking is confirmed when we accept it and confirm the arrangements. Please check the service, property address, date, access instructions and any special requirements.

The work and price are those agreed for your booking. Additional work or changes to the agreed service or price require agreement before they are carried out. Any separate written agreement for a commercial service should be read alongside these terms.

3. Property information and access

Please provide accurate property details and tell us about hazards, delicate surfaces, pets, access restrictions and any items requiring special care. Arrange safe access at the agreed time. If access is unavailable or work cannot be completed safely, contact us to agree the next steps.

We will provide the agreed cleaning service with reasonable care and skill. Please keep your account credentials private and notify us if you believe someone else has accessed your account.

4. Prices, invoices and payment

Prices are in pounds sterling and are agreed for your individual client account and booking. Your invoice is available in your client account after completion, or according to an agreed consolidated billing arrangement.

Payment is by bank transfer only, using the current bank details, payment reference and due date shown on your invoice. The payment wording on your invoice sets out the applicable payment terms. Contact us promptly if you believe an invoice is incorrect.

Unpaid, overdue invoices may receive payment reminders. No additional late-payment charge is imposed by these website terms.

Deposits

We reserve the right to request a deposit where appropriate. The amount, payment deadline and any applicable cancellation and refund arrangements will be explained and agreed individually for your booking before you commit. There is no standard deposit percentage. A deposit is credited towards the agreed booking price and is not an additional charge.

A deposit is not automatically non-refundable. If you cancel, any amount retained must be lawful, fair and proportionate to our actual net losses, taking account of costs saved and replacement bookings. A deposit retained counts towards any cancellation charge, not in addition to it; any balance must be refunded. Your statutory cancellation and refund rights remain unaffected.

5. Changes and cancellations

To change or cancel a booking, contact us as soon as possible through your client account or by email, quoting your booking date and property address.

Same-day cancellations: if you cancel on the calendar day of your scheduled clean (UK local time), we may charge up to 50% of the agreed booking price, unless otherwise agreed with management. This is a maximum, not an automatic charge: any charge must be fair and proportionate to our actual net losses, allowing for costs saved and replacement bookings, and must never override your statutory rights.

These website terms do not impose a cancellation charge for cancellations before the scheduled day. Please contact management to discuss any exceptional circumstances or alternative arrangements. Any different booking-specific arrangements must be disclosed and agreed before you commit and must comply with consumer law.

If you are a consumer and enter into a service contract online or by other distance means, you will normally have 14 days from entering into the contract to cancel under the Consumer Contracts Regulations 2013. To exercise that right, send us a clear statement by email identifying your booking and saying you wish to cancel. You do not have to use a particular form.

If you expressly ask us to begin work during that period, the law may allow a proportionate charge for services provided before cancellation, provided the required information has been given. The cancellation right is lost after full performance only where you expressly requested early performance and acknowledged that consequence. Merely selecting a date or accepting these terms does not constitute that request or acknowledgement.

Where a statutory cancellation refund is due, we will make it within the applicable legal deadline, normally within 14 days of being told you wish to cancel, using the original payment method unless you agree otherwise.

6. Concerns, complaints and your rights

If something is not right, raise a support ticket in your client account or email us with the booking details and what happened. We will review your concern and discuss an appropriate resolution.

Consumers retain their rights under the Consumer Rights Act 2015, including reasonable care and skill and, where applicable, repeat performance or a price reduction. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be excluded or limited.

7. Your information

We use the information you provide to manage your account, arrange cleaning, issue invoices and respond to enquiries. Please only provide information about other people where you are entitled to do so. Contact us with questions about your personal information or to exercise your data protection rights. This section is not a substitute for a privacy notice.

8. These terms and applicable law

The terms agreed when your booking is confirmed apply to that booking. Later updates do not retrospectively change an existing agreement without your agreement.

These terms are governed by the law of England and Wales. This does not remove any mandatory consumer protections or rights to bring proceedings in the courts available to you under applicable law.