TERMS & CONDITIONS.

Version 1.0 · Effective 3 September 2026

These Terms & Conditions apply to cleaning services supplied by Military Clean (“we”, “us” or “our”) to the customer (“you” or “your”). By accepting a quotation or confirming a booking, you agree to these terms. Nothing in these terms affects your statutory consumer rights.

1. QUOTATIONS AND BOOKINGS.

A website enquiry is not a confirmed booking. A quotation is based on the information you provide. Please tell us about anything that may materially affect the work, including unusually heavy soiling, access restrictions, delicate surfaces, specialist materials or known hazards.

A booking is confirmed only when Military Clean confirms the agreed service, date and price or pricing basis in writing. If the property or work is materially different from what was described, we will discuss any necessary change to the scope, time or price before undertaking significant additional work.

2. CLEANING SERVICES.

We will provide the agreed service with reasonable care and skill. Where a booking is for a specified number of cleaning hours, we will work through the agreed priorities within that time. A time-based booking does not guarantee that every possible task will be completed.

End-of-tenancy cleaning cannot guarantee the return of a deposit because decisions may also involve damage, wear, inventory requirements or matters outside our control.

3. ACCESS TO THE PROPERTY.

You are responsible for providing safe, lawful and reasonably clear access at the agreed time. Access may be provided by you, an authorised person or another method agreed beforehand. Please do not send keys, alarm codes or other sensitive access details through the website form.

If we cannot gain access within a reasonable period after arrival, the appointment may be treated as a late cancellation. Any charge will be limited to a reasonable amount reflecting the genuine loss actually suffered, subject to the limits and mitigation set out below.

4. CUSTOMER RESPONSIBILITIES.

Please provide a reasonably safe working environment, working utilities where required, and any information needed to protect people, pets, surfaces and belongings. Please secure valuables and identify fragile items, known damage, allergies or sensitivities, hazards, off-limit areas and products or surfaces requiring special care.

Military Clean may pause, rearrange or decline work that we reasonably consider unsafe or outside the agreed service.

5. NEURODIVERGENT-FRIENDLY CLEANING.

You are welcome to tell us about communication, sensory, environmental or household preferences that would make the service more comfortable or accessible. You do not need to disclose a diagnosis to request an adjustment.

We will make reasonable efforts to follow agreed preferences while maintaining safe and effective working practices.

6. PRICES AND PAYMENT.

The price or pricing basis will be provided before the booking is confirmed. Additional work that would materially increase the agreed price will be discussed before it is undertaken. Payment is due using the method and by the date stated in the quotation, invoice or booking confirmation.

7. CANCELLATION OR REARRANGEMENT.

If you need to cancel or rearrange, please contact us as soon as possible.

• More than 48 hours’ notice: no cancellation or rearrangement charge.
• Between 24 and 48 hours’ notice: a reasonable charge may apply where the change causes us a genuine financial loss, normally capped at 25% of the booked service price.
• Less than 24 hours’ notice: a reasonable charge may apply where the change causes us a genuine financial loss, normally capped at 50% of the booked service price.

These percentages are maximum guidelines, not automatic penalties. We will take reasonable steps to reduce our loss, including trying to fill the appointment where practicable. Any charge will reflect the loss remaining after those steps and may be reduced or waived where appropriate.

No access at the agreed appointment time may be treated as a cancellation with less than 24 hours’ notice. Any no-access charge remains subject to the same genuine-loss assessment, mitigation and normal 50% cap.

See the full Cancellation & Rearrangement Policy v1.0.

8. IF MILITARY CLEAN CANCELS.

We may occasionally need to rearrange or cancel because of illness, unsafe conditions, vehicle problems, severe weather or circumstances outside our reasonable control. We will give as much notice as reasonably possible.

If Military Clean cancels, you will not be charged for work not provided. Any payment already made for the affected service will be refunded or, with your agreement, transferred to a rearranged appointment.

9. STATUTORY 14-DAY CANCELLATION RIGHTS.

Where applicable, a consumer entering into a distance or off-premises service contract has a statutory right to cancel within 14 days without giving a reason. The cancellation period normally runs from the day after the contract is made.

If you want the service to begin during that period, we will require your express request using an unticked acknowledgement. If you then cancel after work has begun, you may have to pay a proportionate amount for services supplied up to cancellation, where permitted by law. If the service is fully performed during the cancellation period following your express request and acknowledgement, you may lose the statutory right to cancel once performance is complete.

To exercise a statutory cancellation right, send a clear statement to enquiries@militaryclean.co.uk or contact us on 07821 886871. Include your name, contact details and the service you wish to cancel. You may use any clear wording; no special form is required.

10. RECURRING CLEANING.

A recurring arrangement reserves regular appointments but does not prevent either party from ending the arrangement. Individual appointments remain subject to the cancellation provisions above. We will tell you before making any material change to frequency, price or other important terms.

11. BREAKAGES AND DAMAGE.

We will take reasonable care in your property. Please notify us as soon as reasonably possible if you believe damage occurred so we can investigate. Pre-existing damage, wear and tear, deterioration, defective fittings and inherently unstable items will be considered when assessing responsibility.

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded.

12. COMPLAINTS AND PROBLEMS.

If you are unhappy with any aspect of the service, contact us as soon as reasonably possible, explain the problem and allow us a reasonable opportunity to investigate and, where appropriate, put it right. Your statutory rights concerning services supplied without reasonable care and skill are not affected.

13. PHOTOGRAPHS.

We will not use photographs of the inside of your home for marketing without your permission. You may refuse marketing photography without affecting your cleaning service.

14. CIRCUMSTANCES OUTSIDE REASONABLE CONTROL.

Neither party will be responsible for failure or delay caused by circumstances genuinely outside their reasonable control. We will communicate with you and seek to minimise disruption or rearrange where reasonably possible.

15. PERSONAL INFORMATION.

Personal information is handled in accordance with the Military Clean Privacy Policy and applicable UK data-protection requirements.

16. CHANGES TO THESE TERMS.

We may update these terms from time to time. A change will not retrospectively alter an existing booking where doing so would unfairly disadvantage you.

17. GOVERNING LAW AND CONTACT.

These terms are governed by the laws of England and Wales. If you are a consumer, you retain any right to bring proceedings in another part of the UK where applicable.

Questions can be sent to enquiries@militaryclean.co.uk or discussed on 07821 886871.