Ordenada Cleaning – Terms and Conditions - updated November 2025
1. Definitions and Interpretation
1.1 “Hirer” means the individual, company or organisation entering into an agreement for the provision of Services by Ordenada.
1.2 “Ordenada” means Ordenada Cleaning, operated by its owner.
1.3 “Services” means all cleaning services provided by Ordenada, whether regular, one-off, deep clean, end-of-tenancy, or any ancillary services arranged on the Hirer’s behalf.
1.4 “Third-Party Provider” means any external contractor engaged by Ordenada to perform carpet cleaning, oven cleaning or other specialist services.
1.5 These Terms and Conditions apply to all contracts between Ordenada and the Hirer and shall prevail over any other terms unless expressly agreed in writing.
2. Contract Formation and Validity
2.1 A binding contract is formed once Ordenada accepts a booking verbally, in writing, or electronically.
2.2 If any provision of these Terms is found unenforceable, the remaining provisions shall continue in full force and effect.
2.3 Nothing in these Terms affects the Hirer’s statutory rights under UK consumer law.
2.4 This agreement is governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the English courts.
3. Charges and Fees
3.1 Prices quoted at the time of booking are applicable to that booking only.
3.2 A non-refundable 50% administrative fee (“Booking Fee”) is payable upon confirmation and is required to secure the appointment.
3.3 The remaining balance is payable on the day of the clean or within five (5) days of an invoice being issued.
3.4 Invoices not paid by the due date will incur:
a. a £35 administrative charge; and
b. interest at 8% per annum, calculated daily.
3.5 Minimum charges apply:
a. 2 hours for regular cleaning;
b. 3 hours for one-off, deep or end-of-tenancy cleaning.
3.6 Travel is included unless stated otherwise. Additional charges may apply where access or parking is restricted or causes delay.
4. Access, Delays and Waiting Time
4.1 The Hirer must ensure safe, unobstructed access to the premises at the agreed start time.
4.2 If cleaning cannot commence due to lack of access, unsafe conditions, excessive clutter, or a frozen fridge freezer, the appointment will be deemed fulfilled and the full fee shall remain payable.
4.3 Waiting time caused by the Hirer may incur additional charges.
5. Cancellations
5.1 The Hirer may cancel or amend a booking without charge by providing at least 24 hours’ notice.
5.2 Cancellations made with less than 24 hours’ notice, or on the day of service, will be charged in full.
5.3 If Ordenada cancels a booking due to illness or emergency, a new date will be offered; no compensation shall be payable.
6. Hirer Responsibilities
6.1 The Hirer must raise any concerns during the appointment. Concerns raised after the cleaner has left may require a new booking and shall be chargeable.
6.2 The Hirer must ensure the environment is safe for cleaning activities. Ordenada reserves the right to terminate the appointment where conditions are unsafe or inappropriate, without refund.
6.3 Ordenada does not provide decluttering unless agreed in advance. Excessive clutter may restrict results or increase required time.
6.4 The Hirer must secure all fragile, delicate or unstable items. Ordenada accepts no liability for damage to items that are loose, top-heavy, delicate, improperly secured or inherently unstable.
6.5 Lego, toys, models and display collections will not be dusted, cleaned or moved. Such items remain strictly the responsibility of the Hirer.
6.6 Pets must be safely secured away from the working area for the duration of the clean. Ordenada accepts no liability for pets escaping, becoming distressed, or interfering with cleaning work.
6.7 All communication relating to bookings must be conducted through Louise at Ordenada. Cleaners must not be contacted privately or engaged independently.
7. Biohazards
7.1 Ordenada does not provide biohazard cleaning.
7.2 The presence of any of the following shall prevent services being carried out:
a. needles or sharps;
b. human or animal faeces;
c. bodily fluids;
d. rotting waste beyond normal domestic levels;
e. any substance deemed hazardous under UK health and safety regulations.
7.3 If a biohazard is identified during the appointment, all work will cease immediately and the full fee shall remain payable.
8. Third-Party Providers
8.1 Where Ordenada arranges oven cleaning, carpet cleaning or other specialist services, such work is performed by Third-Party Providers who are independent contractors.
8.2 Ordenada is not the employer or principal of any Third-Party Provider and accepts no liability for their actions, omissions, performance or any damage they may cause.
8.3 Any claims arising from Third-Party Provider work must be addressed directly to the provider.
9. Furniture Movement
9.1 Ordenada will move light and reasonably manageable furniture where it is safe to do so.
9.2 Ordenada will not move heavy, bulky, fragile or two-person items including, but not limited to:
a. sofas;
b. beds;
c. wardrobes;
d. large appliances;
e. glass cabinets and display units.
10. Appliances
10.1 Fridge freezers must be fully defrosted prior to the appointment.
10.2 If defrosting has not been completed, the appliance cannot be cleaned and no fee reduction will be provided.
11. End-of-Tenancy and One-Off Cleans
11.1 A sign-off sheet will be provided where applicable.
11.2 Where the Hirer is not present upon completion, the clean shall be deemed accepted and approved.
11.3 Before-and-after photographs will be taken for quality assurance and record purposes.
11.4 Some photographs may be used for marketing; however, no identifying features (including faces, addresses, family photographs or personal items) will be shown.
11.5 Additional work requested after sign-off or deemed acceptance will be charged at double the standard hourly rate.
11.6 Cleaning results may be impacted where tenants, tradespeople or movers are present during the clean. Ordenada accepts no liability for deterioration caused by such persons.
12. Liability
12.1 Ordenada shall not be liable for:
a. indirect, consequential or financial losses;
b. delays due to weather, traffic or events outside its reasonable control;
c. pre-existing damage or wear and tear revealed during cleaning;
d. damage to items unsuitable for eco-friendly cleaning products;
e. damage to unsecured, unstable or fragile items;
f. actions or omissions of Third-Party Providers;
g. cleaning outcomes affected by pets, tenants, tradespeople or movers.
12.2 Ordenada does not remove household waste unless this has been expressly agreed in advance.
13. Keys and Keyholding
13.1 Where the Hirer provides keys, they will be stored securely by Ordenada.
13.2 Ordenada is not responsible for issues arising from keys unrelated to the scheduled cleaning service.
13.3 Lost key liability is limited strictly to the reasonable cost of a standard key replacement and does not extend to locksmith fees or lock changes.
14. Acceptance of Terms
14.1 By booking any service with Ordenada, the Hirer confirms they have read, understood and agree to be bound by these Terms and Conditions in full.