Terms of service

Last updated 15 November 2026

These terms apply when you book a clean with Nella Cleans. They’re written to be read. If anything isn’t clear, call us on 07434 031798 before you book.

1. Bookings

Sending a booking request through this website doesn’t confirm your booking. Your booking is confirmed when we confirm it to you in writing by email or text, including your first date.

Please give us accurate information about your home. If the job turns out to be very different from what was described, we’ll talk to you before carrying on, and the time needed may change.

2. Where we clean

We clean homes in Burnham, Slough, Taplow, Windsor, Eton, Old Windsor, Datchet, Farnham Royal, Farnham Common and Beaconsfield. You can send a request for an address elsewhere, but we’re unlikely to be able to accept it. We’ll always tell you either way.

3. Prices

We charge by the hour at the rates shown on this website. The price you see when booking is an estimate based on the hours you choose. We’ll confirm the final price before taking any payment.

Your cleaner won’t stay longer than booked without asking you first. All standard cleaning products are included.

4. New customer offers

• First hour free: for regular (weekly or fortnightly) cleans, the first hour of your first visit is free.
• 10% off: for one-off and end of tenancy cleans, 10% off your first booking.
• Recommend a friend: when someone you recommend books and has their first clean, you each get £15 off a clean.

Offers are for new customers, one per household, and can’t be combined with each other or exchanged for cash. We may change or end an offer at any time, but we’ll honour it for any booking we’ve already confirmed.

5. Payment

You can pay in one of two ways, chosen when you book:

• Bank transfer: after each clean, within 3 days, using your booking reference as the payment reference. We’ll send our bank details when we confirm your booking.
• Cash: paid to your cleaner on the day of each clean. Please have the exact amount ready. We’ll give you a receipt if you ask.

We’ll never change our bank details by email or text. If you get a message saying they’ve changed, call us on 07434 031798 before paying.

If a payment is missed, we may pause your cleans until it’s settled.

6. Cancelling or rescheduling a visit

• With at least 48 hours’ notice: free.
• With less than 48 hours’ notice: we may charge up to the full cost of the visit.
• If your cleaner can’t get in at the agreed time (for example no key or nobody home), the visit may be charged in full.

If we have to cancel a visit, for example through illness, we’ll tell you as soon as we can and offer a new date or a full refund for that visit.

7. Stopping regular cleans

There’s no minimum contract. You can stop regular cleans at any time by giving us one week’s notice. We’ll refund anything you’ve paid for visits after that.

8. Your right to cancel

Because you book online, the law gives you 14 days from when your booking is confirmed to cancel and get a full refund. If you ask us to start cleaning within those 14 days and then cancel, we may charge for any cleaning already done.

9. Your home

• Please make sure there’s electricity and running hot water, and a working hoover if you’d like us to use yours.
• Tell us about anything that could be a safety risk, and keep pets secure if they might get in the way.
• Please put away cash, jewellery and anything fragile or very valuable.
• We can refuse jobs that aren’t safe, such as working at height without proper equipment, or handling hazardous waste or heavy mould.

10. Keys

Keys are stored securely, never labelled with your address, and returned to you as soon as you stop being a client.

11. If you’re not happy

Tell us within 24 hours of a clean and we’ll come back and re-clean the areas you weren’t happy with, free of charge. If we can’t put it right, we’ll agree a fair refund with you.

12. Breakages and damage

Accidents are rare, but if something is damaged during a clean we’ll tell you straight away. If you find damage, please tell us within 48 hours. Where we’re responsible, we’ll repair, replace or pay a fair amount towards it, and we hold public liability insurance for this.

We’re not responsible for normal wear and tear, damage that was already there, items that weren’t secure or fit for normal use, or damage caused by following your instructions or using products you asked us to use.

13. Our responsibility to you

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can’t be limited by law. These terms don’t affect your statutory rights, including under the Consumer Rights Act 2015, which require us to carry out the service with reasonable care and skill.

14. Changes and law

We may update these terms from time to time. Changes won’t affect cleans that are already confirmed unless you agree. These terms are governed by the law of England and Wales.

Contact

Nella Cleans · 07434 031798 · nellacleans@gmail.com