Terms and Conditions of Service
Last Updated: June 2026
1. Definitions
1.1 "Client" means the individual, company, organisation, landlord, letting agent, holiday let owner, Airbnb host or other person booking cleaning services from Ordenada Cleaning.
1.2 "Ordenada" means Ordenada Cleaning and includes its owner, employees, self-employed cleaners, assistants, subcontractors and authorised representatives.
1.3 "Services" means all cleaning services provided by Ordenada, including Regular Cleaning, Deep Cleaning, End of Tenancy Cleaning, Holiday Let Cleaning, Airbnb Services, Laundry Services, Commercial Cleaning, Office Cleaning and any ancillary services arranged on the Client's behalf.
1.4 "Third-Party Provider" means an independent contractor engaged to provide specialist services including, but not limited to, oven cleaning, carpet cleaning, upholstery cleaning, linen hire, maintenance, repairs or pest control.
1.5 Ordenada reserves the right to use employees, self-employed cleaners, assistants, subcontractors or third-party providers to carry out all or part of the Services.
1.6 These Terms and Conditions apply to all services provided by Ordenada and shall override any other terms unless otherwise agreed in writing.
2. Charges and Payment
2.1 Prices quoted apply only to the specific booking agreed.
2.2 Regular cleaning bookings may require a non-refundable administration fee to secure the appointment. This forms part of the total cost.
2.3 Deep cleans, end of tenancy cleans, after-builders cleans and other one-off specialist cleans require a non-refundable administration fee of 50% of the total booking value. Bookings are not secured until payment has been received.
2.4 The remaining balance is due on the day of the clean unless otherwise agreed in writing.
2.5 Payment frequency for commercial, holiday let, Airbnb and management services must be agreed in writing before services commence and may include per booking, weekly, fortnightly or monthly invoicing.
2.6 Unless otherwise agreed in writing, all invoices are payable within 7 calendar days of the invoice date.
2.7 A late payment charge of 10% may be added to any overdue balance.
2.8 Payment is accepted by BACS transfer or cash unless otherwise agreed.
2.9 Unpaid balances may incur reasonable debt recovery, court and administration costs where legally recoverable.
2.10 Cleaning services are limited to the agreed specification and timeframe. Additional tasks requested during or after the appointment may incur additional charges.
2.11 Parking charges, congestion charges, permits or private parking fees required to access the property may be added to the Client's invoice.
2.12 Ordenada reserves the right to suspend, pause, terminate or refuse future bookings where invoices remain unpaid.
3. Access and Preparation
3.1 The Client must provide safe and unrestricted access to the property at the agreed appointment time.
3.2 If access cannot be gained, or the property is considered unsafe, excessively cluttered or contains undisclosed hazards, the appointment may be deemed fulfilled and charges may still apply.
3.3 Fridges and freezers must be fully defrosted before cleaning where internal cleaning has been booked.
3.4 Running water, electricity and safe working conditions must be available throughout the appointment.
3.5 Where access cannot be gained due to missing keys, incorrect alarm codes, occupied properties, unavailable access arrangements or security restrictions, the appointment may be chargeable in full.
4. Holiday Let, Airbnb and Laundry Services
4.1 Ordenada may provide holiday let, Airbnb, guest-ready and laundry services subject to availability.
4.2 Laundry services may include washing, drying, ironing, folding, bed changes, towel preparation, linen handling, inventory checks, consumable management and guest-ready presentation.
4.3 Clients are responsible for ensuring sufficient linen, towels and consumables are available unless otherwise agreed.
4.4 Same-day turnarounds are completed on a best-efforts basis and may be affected by circumstances outside Ordenada's control including late guest departures, maintenance issues, traffic, utility failures, delayed access or contractor delays.
4.5 Ordenada is not liable for staining, shrinkage, fading, wear or damage caused by normal laundering, pre-existing fabric defects, manufacturer faults or incorrect washing instructions.
4.6 Heavily soiled linen, mould, bodily fluids, pet waste or biohazard contamination may result in additional charges or refusal of service.
4.7 Guest consumables, welcome packs and staging items will only be replenished where supplied or agreed in advance.
4.8 Where third-party laundry or linen hire companies are used, Ordenada accepts no responsibility for their delays, shortages or performance.
4.9 Clients remain responsible for ensuring properties comply with all legal requirements for guest occupation.
4.10 Emergency call-outs, excessive mess, makeup staining, fake tan staining, bodily fluids, smoking-related odours, pet damage or any condition requiring substantially more time than a standard turnover clean may incur additional charges.
4.11 Clients accept responsibility for any missing, heavily damaged or permanently stained linen, towels, robes, soft furnishings, consumables or property items following guest occupation. Replacement charges may apply.
4.12 Where inventory checks or stock management form part of the agreed service, Ordenada will exercise reasonable care but accepts no responsibility for guest theft, unexplained shortages, inaccurate owner records or losses outside its reasonable control.
4.13 Clients are responsible for ensuring guest departure times, maintenance access and contractor schedules allow sufficient time for cleaning.
4.14 Unless otherwise agreed, invoices for holiday let, Airbnb, laundry and management services are payable within 7 calendar days.
4.15 Ordenada reserves the right to suspend or terminate services where invoices remain unpaid.
5. Commercial and Office Cleaning
5.1 Commercial cleaning services may include offices, communal areas, clinics, salons, studios, retail premises, holiday let communal areas and other business premises.
5.2 Payment arrangements will be agreed before services commence.
5.3 Unless otherwise agreed, invoices are payable within 7 calendar days.
5.4 A late payment charge of 10% may be added to overdue balances.
5.5 Ordenada reserves the right to suspend or terminate services where invoices remain unpaid.
5.6 Clients are responsible for providing safe access, suitable working conditions, electricity, running water and any relevant health and safety information.
5.7 Ordenada accepts no responsibility for alarms, locking systems, security failures or access restrictions beyond its reasonable control.
5.8 Additional work outside the agreed specification may incur additional charges.
5.9 Commercial agreements may be subject to a minimum service period where agreed in writing.
5.10 Either party may terminate ongoing commercial services by providing a minimum of 14 days' written notice unless otherwise agreed.
6. Liability
6.1 Ordenada is not liable for:
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Indirect or consequential loss.
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Pre-existing damage or normal wear and tear.
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Delays outside its reasonable control.
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Damage to unsecured, unstable or unsuitable items.
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Outcomes affected by pets, occupants or third parties.
6.2 Household waste removal is not included unless agreed in advance.
6.3 Any liability is limited to the value of the cleaning service provided.
6.4 Any concerns regarding completed services should be reported within 24 hours wherever reasonably possible.
6.5 Clients agree not to directly employ, engage, approach, solicit or otherwise attempt to hire any employee, subcontractor, cleaner or representative introduced by Ordenada during the course of services and for a period of 12 months following the last appointment.
Any breach of this clause may be treated as a breach of these Terms and Conditions and may result in the immediate suspension or termination of ongoing services.
7.1 The health and safety of our staff is our highest priority.
7.2 Ordenada reserves the right to refuse or stop work where the working environment is considered unsafe.
7.3 Staff will not:
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stand on worktops, furniture, toilets, baths, sinks or window ledges;
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climb onto unstable surfaces;
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move items that may cause injury or damage;
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work at unsafe heights.
7.4 High-level cleaning will only be carried out where the area can be safely reached using a standard domestic step stool.
7.5 Areas beyond safe working height are excluded from the service unless specifically agreed in writing.
Cleaning Standard
8.1 Ordenada provides a professional cleaning service to a reasonable domestic and commercial standard.
8.2 Cleaning cannot restore damaged surfaces or permanently remove all stains, burns, scratches, rust, etched glass, damaged grout, silicone staining, paint marks or other permanent defects.
8.3 Following deep cleans, airborne dust may naturally resettle.
8.4 The completed service will be assessed against a reasonable professional cleaning standard and the agreed specification.
8.5 The service will not be assessed using specialist lighting, repeated finger tests, magnification or any other method intended to identify insignificant traces of dust that would not ordinarily be noticeable during normal use.
Completion of Work
9.1 Wherever reasonably possible, the Client or their representative should inspect the completed work before the cleaner leaves the property.
9.2 If no concerns are raised before the cleaner leaves, the service will be deemed completed and accepted.
9.3 Any concerns should be reported immediately or, where this is not reasonably possible, within 24 hours.
9.4 Ordenada must be given the opportunity to inspect and, where appropriate, rectify any genuine issue before any other action is taken.
9.5 Clients must not arrange another cleaning company or carry out remedial cleaning before Ordenada has had the opportunity to inspect the reported issue.
9.6 If this occurs, the service will be deemed accepted and Ordenada will not be responsible for any costs incurred.
9.7 It is Ordenada's policy not to offer refunds or price reductions. Where appropriate, the remedy offered will be a return visit to rectify the affected area.
9.8 Return visits requested after the service has been accepted, where no fault is found or where the request falls outside the agreed specification, will be charged at £50 per hour, subject to a minimum charge of one hour.
Specialist Surfaces
10.1 Gold, brass, bronze, copper, matt black, gunmetal, coloured, PVD-coated and other specialist bathroom or kitchen fittings require specialist care.
10.2 Ordenada will not use acidic descalers, abrasive pads or harsh chemicals on these finishes.
10.3 General cleaning only will be carried out to these surfaces.1
10.4Limescale that cannot safely be removed without risking permanent damage to the finish will be left in place.
10.5 Ordenada accepts no liability where limescale remains because removing it would risk damage to the manufacturer's finish.
10.6 Marble, limestone, slate, travertine, granite, quartz and other natural stone surfaces require specialist products. Existing staining, etching and mineral deposits may not be removable without specialist restoration.
Furniture and Fragile Items
11.1 Cleaners will only move light furniture that can be moved safely by one person.
11.2 Heavy furniture, appliances and large items will not be moved.
11.3 The Client is responsible for informing Ordenada of any fragile, valuable, antique or sentimental items before work commences.
11.4 Ordenada accepts no liability for unstable, poorly fitted or previously damaged items.
Personal Belongings
12.1 Clients are responsible for securing cash, jewellery, passports, important documents and other valuables before the appointment.
12.2 Whilst every reasonable care is taken, Ordenada accepts no responsibility for personal belongings left unsecured.
Pets
13.1 Pets remain the responsibility of the Client.
13.2 Aggressive or uncontrolled animals must be secured before cleaning begins.
13.3 Ordenada accepts no responsibility for pets escaping during normal access to the property.
Photography
14.1 Ordenada may take photographs before, during and after cleaning to record the condition of the property, completed work, damage or areas requiring attention.
14.2 These photographs may be used for insurance purposes, training or in the event of a dispute.
14.3 Photographs will not be published publicly without the Client's consent.
Biohazards
15.1 Ordenada does not undertake biohazard cleaning.
15.2 This includes, but is not limited to, blood, bodily fluids, human waste, animal waste, needles, sharps, drug paraphernalia and infestations.
15.3 Ordenada reserves the right to refuse or stop work where such hazards are identified.
Quotations
16.1 All quotations are based upon the information provided by the Client.
16.2 Where the condition of the property differs significantly from that described, Ordenada reserves the right to amend the quotation or charge for additional time required.
16.3 Any cleaning times provided are estimates only.
Force Majeure
17.1 Ordenada shall not be liable for delays or cancellations caused by circumstances beyond its reasonable control including severe weather, flooding, road closures, vehicle breakdown, illness, utility failures, accidents or other unforeseen events.
Staff Protection
17.1 Ordenada reserves the right to immediately stop work and leave the property where staff experience abuse, intimidation, threatening behaviour, harassment, discrimination or unsafe working conditions.
17.2 In such circumstances, the full appointment fee may remain payable.
Governing Law
18.1 These Terms and Conditions shall be governed by the laws of England and Wales.
18.2 By confirming a booking, paying a booking fee, administration fee or invoice, the Client confirms that they have read, understood and accepted these Terms and Conditions.