Terms and conditions

Last Updated June 2026

1. Definitions

1.1 “Client” means the individual, company, or organisation booking cleaning services from Ordenada Cleaning.

1.2 “Ordenada” means Ordenada Cleaning, operated by its owner.

1.3 “Services” means all cleaning services provided by Ordenada, including Regular Cleaning, Deep 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 for specialist services such as oven cleaning, carpet cleaning, linen hire, or maintenance services.

1.5 Ordenada may use employees, self-employed cleaners, assistants, or subcontractors to carry out services on its behalf.

These Terms apply to all services provided by Ordenada and override any other terms unless agreed in writing.

4. Charges and Payment

4.1 Prices quoted apply only to the specific booking agreed.

4.2 Regular cleaning bookings may require a non-refundable admin fee to secure the appointment. This forms part of the total cost.

4.3 Deep cleans, end of tenancy cleans, after builders cleans, and other one-off specialist cleans require a non-refundable 50% admin fee at the time of booking. Bookings are not secured until this payment has been received.

4.4 The remaining balance is due on the day of the clean, unless otherwise agreed in writing.

4.5 Payment frequency for commercial, holiday let, Airbnb, and management services must be agreed in writing prior to the commencement of services. This may include per booking, weekly, fortnightly, or monthly invoicing.

4.6 Unless otherwise agreed in writing, all invoices must be paid within 7 calendar days of the invoice date.

4.7 A late payment charge of 10% will be added to any overdue balance not paid within the agreed payment period.

4.8 Payment is accepted via BACS transfer or cash.

4.9 Unpaid balances may incur reasonable recovery, debt collection, and administrative costs.

4.10 Cleaning services are limited to the agreed specification and timeframe. Additional tasks requested during or after the appointment may incur additional charges.

4.11 Parking charges, congestion charges, permit costs, or private parking fees required to access the property may be added to the Client’s invoice where applicable.

4.12 Ordenada reserves the right to suspend, pause, terminate, or refuse future bookings where invoices remain unpaid.

6. Access and Preparation

6.1 The Client must provide safe, clear access to the property at the agreed time.

6.2 If access is not possible, or conditions are unsafe or unsuitable (including excessive clutter or undisclosed hazards), the booking may be deemed fulfilled and charges will still apply.

6.3 Fridge freezers must be fully defrosted prior to cleaning if included.

6.4 Running water, electricity, and safe working conditions must be available at the property.

6.5 Where access cannot be gained at the agreed appointment time due to missing keys, incorrect codes, occupied properties, security restrictions, or unavailable access arrangements, the appointment may still be chargeable in full.

12. Holiday Let, Airbnb and Laundry Services

12.1 Ordenada may provide holiday let, Airbnb, guest-ready, and laundry services subject to availability.

12.2 Laundry services may include washing, drying, ironing, folding, bed changes, towel preparation, linen handling, inventory checks, consumable management, and guest-ready presentation.

12.3 Clients are responsible for ensuring sufficient linen, towels, and consumables are available unless otherwise agreed.

12.4 Same-day turnarounds are carried out on a best-efforts basis and may be affected by delays outside Ordenada’s control, including late guest departures, maintenance issues, traffic, utility failures, delayed access, or contractor delays.

12.5 Ordenada is not liable for staining, shrinkage, wear, fading, or damage caused by normal laundering, pre-existing fabric defects, manufacturer faults, or incorrect washing instructions.

12.6 Heavily soiled linen, bodily fluids, pet waste, mould, or biohazard contamination may result in additional charges or refusal of service.

12.7 Guest consumables, welcome packs, and property staging will only be replenished where supplied or agreed in advance.

12.8 Where third-party linen hire or specialist laundry providers are used, Ordenada accepts no liability for their delays, shortages, or performance.

12.9 Clients remain responsible for ensuring properties are legally compliant and suitable for guest occupation.

12.10 Additional cleans, emergency call-outs, excessive mess, makeup staining, fake tan staining, bodily fluids, smoking-related odours, pet-related damage, or conditions requiring substantially more time than a standard turnover clean may result in additional charges.

12.11 The Client accepts responsibility for any missing, heavily damaged, or permanently stained linen, towels, robes, soft furnishings, consumables, or property items identified following guest departure. Replacement or additional cleaning charges may apply.

12.12 Where inventory checks, consumable management, linen handling, or stock monitoring form part of the agreed management service, Ordenada will take reasonable care when recording and managing property items. However, Ordenada accepts no liability for guest theft, unexplained shortages, inaccurate owner inventory records, or losses outside of its reasonable control.

12.13 Any missing linen, towels, robes, consumables, or damaged property items identified following guest departure may be reported to the Client and replacement charges may apply where replacement or replenishment is required.

12.14 The Client is responsible for ensuring guest check-out times, maintenance access, and contractor schedules allow sufficient time for cleaning and property preparation. Ordenada accepts no liability for delays caused by late guest departures, ongoing maintenance works, unavailable utilities, or restricted property access.

12.15 Payment frequency for holiday let, Airbnb, laundry, and management services must be agreed in writing prior to the commencement of services. This may include per booking, weekly, fortnightly, or monthly invoicing arrangements.

12.16 Unless otherwise agreed in writing, all invoices relating to holiday let, Airbnb, laundry, and management services are payable within 7 calendar days of the invoice date.

12.17 A late payment charge of 10% will be added to overdue balances not paid within the agreed payment period.

12.18 Ordenada reserves the right to pause, suspend, or terminate holiday let, Airbnb, laundry, or management services where invoices remain unpaid.

13. Commercial and Office Cleaning

13.1 Commercial cleaning services may include offices, communal areas, clinics, salons, studios, retail premises, holiday let communal areas, and other business premises.

13.2 Payment frequency for commercial cleaning services must be agreed in writing prior to the commencement of services.

13.3 Unless otherwise agreed in writing, invoices are payable within 7 calendar days of the invoice date.

13.4 A 10% late payment charge will be added to overdue balances not paid within the agreed payment period.

13.5 Ordenada reserves the right to suspend or terminate services where invoices remain unpaid.

13.6 Clients are responsible for providing safe access, suitable working conditions, electricity, running water, and any site-specific health and safety information.

13.7 Ordenada is not responsible for alarms, locking systems, security failures, or building access restrictions outside of its reasonable control.

13.8 Any additional work outside the agreed cleaning specification may incur additional charges.

13.9 Commercial cleaning agreements may be subject to a minimum service term as agreed in writing.

13.10 Either party may terminate ongoing commercial services by providing a minimum of 14 days’ written notice unless otherwise agreed.

14. Liability

14.1 Ordenada is not liable for:

• indirect or consequential loss
• pre-existing damage or wear and tear
• delays outside reasonable control
• damage to unsecured, unstable, or unsuitable items
• outcomes affected by pets or third parties

14.2 Household waste removal is not included unless agreed in advance.

14.3 Any liability is limited to the value of the cleaning service provided.

14.4 Any concerns regarding completed services must be reported within 24 hours of the appointment wherever reasonably possible.

14.5 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 will be considered a breach of these Terms and Conditions and may result in the immediate suspension or termination of ongoing services