Terms of Service

These Terms of Service explain how bookings, quotes, payments, cancellations, service expectations, and customer responsibilities work when using The Clean Bridge.

By requesting a quote, booking a service, accepting a proposal, or using our services, you agree to these Terms.

The Clean Bridge provides professional cleaning, property hygiene, turnover, and sanitisation services for homes, hotels, serviced apartments, Airbnb hosts, landlords, estate agents, property managers, offices, and commercial spaces across London.

Contact: [email protected]

1. Services We Provide

The Clean Bridge may provide services including, but not limited to:

• Standard cleaning
• Deep cleaning
• End-of-tenancy cleaning
• Move-in and move-out cleaning
• Airbnb and serviced accommodation turnover cleaning
• Hotel room refreshes
• Commercial and common area cleaning
• Carpet and upholstery cleaning
• Mattress sanitisation through MattressGuard
• Odour treatment
• High-touch surface cleaning
• Post-renovation or pre-listing cleaning
• Property presentation cleaning
• Contract cleaning for recurring clients

The exact services included in your booking will depend on the quote, proposal, package, or written scope agreed before work begins.

2. Quotes and Estimates

Quotes are based on the information provided by the customer, including property size, condition, location, access, service requirements, photos, and any special requests.

A quote may change if:

• The property is larger than described
• The condition is heavier than expected
• Additional rooms, items, or areas are requested
• Specialist products, equipment, or extra time are required
• Access is delayed or restricted
• Parking, congestion, or access costs apply
• The service scope changes before or during the appointment
• There are health, safety, biohazard, pest, mould, or damage concerns not previously disclosed

We will aim to explain any price changes before continuing with additional work.

Starting prices shown on our website are guide prices only. Final pricing depends on the property, condition, service scope, access, timing, and location.

3. Bookings

A booking is confirmed when we have agreed the service, date, time or arrival window, location, price or pricing method, and any required deposit or payment terms.

We may request:

• Customer name and contact details
• Property address
• Access instructions
• Parking information
• Property type and size
• Service requirements
• Photos or videos where helpful
• Preferred date and time
• Details of any hazards, special instructions, or restricted areas

Customers are responsible for ensuring the information provided is accurate and complete.

4. Access to the Property

Customers must provide safe, clear, and timely access to the property at the agreed appointment time or within the agreed arrival window.

This may include:

• Keys, lockbox codes, concierge access, or entry instructions
• Alarm codes or security information
• Parking details
• Lift or loading access
• Building rules
• Contact person details
• Instructions for pets, tenants, guests, staff, or residents

If our team cannot access the property, is delayed due to missing instructions, or cannot complete the service due to access issues, a missed appointment fee, waiting fee, cancellation fee, or additional charge may apply.

5. Customer Responsibilities

Customers must ensure:

• The property is safe to enter and work in
• Utilities such as water and electricity are available where needed
• Fragile, valuable, personal, or confidential items are secured
• Important documents, jewellery, cash, medication, and valuables are removed or stored safely
• Known hazards are disclosed before work begins
• Pets are secured where necessary
• Parking and access information is accurate
• Any special surfaces, materials, or manufacturer instructions are disclosed
• The requested service is lawful, safe, and within the agreed scope

The Clean Bridge is not responsible for loss or damage caused by inaccurate information, unsafe conditions, pre-existing damage, poor installation, unstable fixtures, wear and tear, or items left unsecured.

6. Health and Safety

We aim to provide services safely and professionally.

Customers must inform us before the appointment if the property contains or may contain:

• Broken glass
• Exposed wires
• Unsafe electrics
• Unstable furniture or fixtures
• Pest activity
• Human or animal waste
• Bodily fluids
• Mould concerns
• Fire or smoke damage
• Sharp objects
• Biohazards
• Aggressive animals
• Unsafe flooring, stairs, balconies, or access routes
• Hoarding conditions
• Chemical contamination
• Any other condition that may create a risk to our team

Our team may refuse, pause, or stop work if the property is unsafe, if the condition is significantly different from what was described, or if the requested work falls outside the agreed service scope.

Additional charges may apply if specialist cleaning, protective equipment, disposal, or third-party support is required.

7. Service Results and Limitations

We work to a professional standard, but cleaning results may vary depending on:

• Age and condition of the property
• Type of surface, fabric, mattress, carpet, upholstery, or material
• Previous cleaning attempts
• Permanent staining or discolouration
• Wear and tear
• Limescale buildup
• Mould or damp
• Odour source and severity
• Water damage
• Smoke damage
• Pet damage
• Material sensitivity
• Time available for the service
• Scope agreed before the appointment

We do not guarantee that all stains, marks, odours, limescale, mould, bacteria, allergens, or contaminants can be completely removed.

For hygiene-focused services such as MattressGuard, we aim to refresh mattresses, reduce odours, support allergen reduction, and improve the sleeping environment. We do not guarantee complete sterilisation, medical-grade disinfection, or the removal of all microorganisms.

We do not make medical, health, or infection-control guarantees.

8. MattressGuard Service Disclaimer

MattressGuard is an on-site mattress sanitisation and refresh service designed for hotels, serviced apartments, rentals, and residential properties.

The service may include some or all of the following, depending on the booking:

• Mattress inspection
• HEPA extraction
• Surface sanitisation
• Odour treatment
• Allergen-focused cleaning
• Service notes or confirmation

Results depend on the mattress material, age, condition, staining, moisture level, odour source, and previous treatment.

We may refuse or limit mattress work where the mattress is unsafe, heavily contaminated, infested, wet, mouldy, structurally damaged, or unsuitable for the requested treatment.

MattressGuard is not a substitute for medical disinfection, pest-control treatment, bed bug treatment, or mattress replacement where those are required.

9. Exclusions

Unless specifically agreed in writing, our services do not include:

• Pest control
• Bed bug eradication
• Mould remediation
• Biohazard or trauma cleaning
• Hoarding clearance
• Heavy lifting or moving large furniture
• Outdoor waste removal
• Specialist hazardous waste disposal
• Cleaning at unsafe heights
• Repairs, maintenance, painting, or decorating
• Removal of permanent stains or damage
• Cleaning behind or beneath large appliances unless safely accessible
• Cleaning inside appliances unless included in the agreed scope
• Professional infection-control services
• Any service requiring specialist licensing or third-party contractors

Additional services may be available by separate quote.

10. Payment Terms

Payment terms will be confirmed at the time of booking or proposal.

We may require:

• Full payment in advance
• A deposit to secure the booking
• Payment on completion
• Invoice payment within an agreed period for approved commercial clients
• Recurring billing for contract clients

Late payments may result in delayed services, paused contract work, additional administrative charges, or debt recovery action where appropriate.

The customer is responsible for any agreed parking, congestion, access, or additional service charges.

11. Cancellations and Rescheduling

We understand that plans can change. Customers should contact us as early as possible if they need to cancel or reschedule.

Cancellations or rescheduling requests made less than 24 hours before the scheduled appointment may be subject to a cancellation fee, especially where a team has already been assigned, travel has been arranged, or the appointment slot cannot be filled.

If our team cannot access the property at the agreed time, a missed appointment fee, waiting fee, or cancellation charge may apply.

For larger, specialist, commercial, or contract bookings, different cancellation terms may apply and will be confirmed in the proposal or service agreement.

12. Arrival Times

We aim to arrive at the agreed time or within the agreed arrival window. However, arrival may be affected by traffic, parking, weather, previous appointments, building access, or events outside our control.

We will aim to notify customers of significant delays as soon as reasonably possible.

13. Complaints and Re-Clean Requests

If you are unhappy with any part of the service, please contact us within 24 hours of completion with details and photos where possible.

We will review the issue and may offer a suitable resolution where appropriate. This may include advice, a follow-up visit, a partial correction, or another fair remedy depending on the circumstances.

We cannot guarantee corrections where:

• The property has been used after service completion
• New dirt, damage, stains, odours, or mess have occurred
• Third parties have entered or used the property after completion
• The concern relates to excluded work
• The requested result was not achievable due to condition, age, wear, or permanent damage
• The issue was not reported within a reasonable time

14. Damage and Liability

Customers should report any suspected damage as soon as possible, preferably within 24 hours of service completion.

The Clean Bridge is not responsible for:

• Pre-existing damage
• Wear and tear
• Poorly fitted fixtures or fittings
• Unstable furniture or appliances
• Loose handles, seals, tiles, grouting, paint, wallpaper, or flooring
• Items left unsecured
• Damage caused by incorrect or incomplete customer instructions
• Damage caused by unsafe or unsuitable surfaces
• Damage caused by third parties before or after our service
• Loss of valuables, cash, jewellery, medication, or documents not secured before the appointment

Where liability is accepted, our responsibility will be limited to reasonable repair, replacement, or compensation appropriate to the circumstances and subject to any applicable insurance terms.

15. Insurance

The Clean Bridge aims to operate with appropriate business insurance for professional cleaning and property care services. Insurance details will be made available to commercial clients once confirmed.

16. Commercial and Contract Clients

For hotels, serviced apartments, property managers, landlords, estate agents, offices, and recurring service clients, additional terms may apply.

These may include:

• Service schedules
• Property-specific checklists
• Service level expectations
• Reporting requirements
• Payment periods
• Keyholding arrangements
• Staff access instructions
• Emergency call-out terms
• Minimum contract periods
• Termination notice periods

Any additional terms should be agreed in writing.

17. Photos and Service Confirmation

We may take reasonable photos before, during, or after a service for quality control, service confirmation, internal records, or customer communication.

We will not use customer property photos publicly for marketing without permission.

Customers who require photo confirmation should request this before the appointment.

18. Website Information

We aim to keep our website accurate and up to date. However, website content, service descriptions, prices, availability, and packages may change from time to time.

Website content is for general information and does not create a guaranteed service obligation unless confirmed in a quote, booking confirmation, proposal, or written agreement.

19. Changes to These Terms

We may update these Terms of Service from time to time.

The latest version will be available on our website.

20. Contact

For questions about these Terms, bookings, quotes, or services, contact:

[email protected]