Terms of service
1. Overview
By booking a service with CLNR, you agree to the terms outlined below. These policies are designed to ensure clear expectations, fair service delivery, and efficient operations for both customers and our cleaning teams.
2. Service Scope & Accuracy of Information
All services are priced and scheduled based on the information provided at the time of booking, including property size, condition, and selected service level.
If the actual condition of the property differs significantly from what was declared, CLNR reserves the right to adjust the service level, pricing, or cancel the booking if the work cannot reasonably be completed under the selected package.
This includes, but is not limited to, incorrect event size, excessive mess, or undeclared specialist cleaning requirements.
3. Post Party & Event Bookings
Event cleaning is highly dependent on the accuracy of guest count and event description.
If a booking is significantly misrepresented (for example, a large or heavily soiled event booked as a light clean), CLNR may cancel the service if it cannot be completed under the selected package or safely delivered within operational limits.
We encourage accurate descriptions to ensure the correct team size and time allocation is assigned.
4. Time Windows & Scheduling
Our cleaning professionals are scheduled to arrive as close as reasonably possible to the selected booking time. While exact arrival times may vary due to travel conditions, prior job duration, and operational factors, we always aim to provide a prompt and reliable service within the selected booking period.
Once on site, our team will carry out the agreed service with professionalism, efficiency, and attention to detail, in line with the selected cleaning package. We are committed to delivering a consistently high standard of work on every booking.
Same-day bookings are subject to operational availability. While we will always endeavour to accommodate urgent requests where possible, we do not guarantee same-day fulfilment. If a same-day service cannot be arranged, the booking will be scheduled for the next available date and time slot. Customers will be notified promptly in such cases.
5. Add-Ons & Service Inclusions
Optional add-ons are only charged where the requested service is not already included within the selected cleaning tier (Standard, Deep Clean, or End of Tenancy).
Where applicable, CLNR will ensure customers are not double charged for services already included within their selected package.
6. Cancellations, Rescheduling & Refunds
Once a booking is confirmed, it is non-refundable.
However, customers may reschedule their appointment with reasonable notice prior to the scheduled service time, subject to availability.
Late rescheduling requests may not be accepted where staffing, travel, or scheduling costs have already been incurred.
In cases where a booking is missed or cannot proceed due to customer unavailability or incorrect information, the booking may be forfeited.
7. Access to Property
Customers must ensure access to the property at the agreed time.
Delays caused by lack of access, incorrect information, or customer unavailability may result in reduced service time or additional charges.
If access is not possible, the booking may be treated as a missed appointment and may not be eligible for rescheduling.
8. Cleaners, Screening & Safety
All CLNR cleaners and contractors are independently vetted and screened before being accepted onto the platform. This includes identity verification and suitability checks to ensure professional standards.
While we take steps to ensure reliability and trust, CLNR strongly recommends that a responsible person is present at the property during the service, as is standard practice when contractors are working in a private home.
9. Liability & Personal Belongings
CLNR and its contractors are not liable for loss, theft, or damage to personal belongings unless proven to be caused directly by negligence during the service.
Customers are responsible for securing valuables, cash, and personal items prior to the cleaning appointment.
We strongly advise that valuables are stored safely or removed from accessible areas during the cleaning process.
10. Property Condition & Safety
CLNR reserves the right to refuse or stop work if the property conditions are deemed unsafe, hazardous, or unsuitable for cleaning staff.
This includes exposure to unsafe materials, aggressive conditions, or environments that present a health or safety risk.
11. Service Completion
Services are considered complete once the allocated cleaning tasks within the selected package have been carried out to a reasonable professional standard.
Additional requests outside the scope of the selected service may be offered as add-ons or require a revised booking.
12. Pricing & Adjustments
Prices are subject to change based on property size, condition, or incorrect booking information.
Any adjustments will be communicated where possible prior to or during the service.
13. Customer Conduct
We expect all customers to treat CLNR staff with respect and professionalism.
Abusive, unsafe, or inappropriate behaviour may result in immediate cancellation of the service without rescheduling or refund.
14. Amendments to Terms
CLNR reserves the right to update these Terms & Policies at any time. Continued use of our services constitutes acceptance of any revised terms.