Terms and conditions

About these terms

These terms apply to cleaning and home help services booked with The Tidy Wren, a trading name of [Sarah Owen / company name], [address]. By booking, you agree to them.

Quotes and prices

• We charge by the hour at the rate shown when you book. The number of hours is agreed at booking, and you can change it.
• Extras (such as ovens or ironing) are charged for the extra time they take.
• If a job needs much more time than booked, your cleaner will check with you or the office before staying longer.

Payment

• Your card is charged after each visit. [Update if payment terms differ.]
• If a payment fails, we'll contact you and may pause future visits until it's resolved.

Changing or cancelling

• You can move, skip or cancel a clean for free up to [the day before] it's due, in the app or your account.
• Later cancellations, or if our cleaner can't get in, may be charged [at the full visit price / £X].
• There's no minimum contract for regular cleans. You can stop at any time.

Access and keys

• Please make sure we can get in at the booked time, as arranged at booking (you're home, a key safe, or our key holding).
• Keys we hold are coded and stored securely, and never labelled with your address.

What we don't do

• Work at height beyond a small step stool, move heavy furniture, or clean up hazardous waste, mould remediation or pest problems.
• Anything your cleaner feels is unsafe. They'll explain and let the office know.

Damage and breakages

• Our cleaners record any existing damage they notice, with photos, so it's clear it wasn't caused by the clean.
• If something is damaged during a clean, we'll tell you. We're insured for accidental damage [up to £X]. Please report anything you find within [48 hours].
• We're not responsible for wear and tear, or for items that were already faulty or unsafe.

If you're not happy

[Satisfaction promise, for example: tell us within 48 hours and we'll come back to put it right at no cost.]

Our cleaners

[Optional: our cleaners are introduced by us. If you'd like to employ one of them directly within [12 months], please talk to us first, as an introduction fee may apply.]

Liability and law

Nothing in these terms limits your rights as a consumer. These terms are governed by the law of England and Wales.