Terms of Service

Last Updated: June 13, 2026

Welcome to FreshNest Hoarders & After Builders Cleaning London (“we,” “our,” “us”). By booking, confirming, or using any of our services, you (“the Client”) acknowledge that you have read, understood, and agreed to the following Terms of Service.

These terms exist to ensure clear communication and fair expectations between both parties, particularly given the specialist nature of hoarding, heavily soiled, and post-construction cleaning.

1. Bookings & Quotes

  1. All bookings must be made through our website, email, WhatsApp, or phone.
  2. Quotes are based strictly on the information, photos, videos, or descriptions provided.
  3. Hoarding and after builders jobs are difficult to assess accurately from photos alone. Where the actual condition, volume, contamination level, or scope differs from what was shared, the quoted amount may change. We will inform you before proceeding with any additional cost.
  4. For larger or heavily affected properties, we may require an on-site assessment before a final price can be confirmed.

2. Site Assessment & Scope Confirmation

  1. Due to the unpredictable nature of extreme cleaning, an initial quote is an estimate, not a fixed price, unless confirmed in writing after assessment.
  2. Hoarding clearances and after builders cleans are commonly priced by volume, severity, hours, number of operatives, and waste quantity. Final pricing is confirmed once the true scope is established.
  3. If conditions on arrival are materially different from those described at booking, our team will pause and re-quote before continuing. The Client may proceed at the adjusted rate or decline further work, in which case a minimum call-out fee may still apply.

3. Access & Property Condition

  1. The Client must provide safe and timely access to the property at the agreed time.
  2. Any delay caused by access issues (e.g., locked doors, no answer, blocked entry) may shorten the working time or result in a call-out fee.
  3. Clients are responsible for identifying and removing valuables, cash, documents, medication, or fragile items from working areas in advance. FreshNest is not liable for lost, damaged, misplaced, or discarded items.
  4. In hoarding or heavily cluttered properties, items may be stacked, hidden, or fragile, and access to certain areas may be restricted or impossible until clearance is underway.
    • 4.1 We will work safely and methodically through the space, but cannot guarantee access to every area within a single visit.
    • 4.2 The Client accepts that results may be limited by the condition, volume, or layout of the property.
  5. FreshNest reserves the right to adjust the service scope, duration, or pricing where the property is not in the condition originally described.

4. Hoarding, Sorting & Disposal Authorisation

  1. Authorisation to Clear: By booking a hoarding or clearance service, the Client authorises FreshNest to sort, bag, remove, and dispose of items as agreed in the scope of work.
  2. Sorting Instructions: If the Client wishes for specific items, categories, or areas to be retained or checked before disposal, this must be agreed in writing before work begins. In the absence of clear instructions, our team will use reasonable judgement based on the agreed scope.
  3. Sentimental & Valuable Items: While our team takes care to flag obvious valuables or sentimental items where reasonably possible, FreshNest cannot guarantee the recovery, identification, or preservation of any specific item within a clearance. The Client accepts this risk where large volumes of mixed material are involved.
  4. No Guarantee of Finding Items: We do not accept liability for failing to locate cash, jewellery, documents, or keepsakes within a property being cleared.
  5. Disposal: Once items are disposed of in line with the agreed scope, they cannot be recovered. The Client confirms they have the legal right to authorise disposal of all contents at the property.
  6. Third-Party Consent: Where the property or its contents belong to another person (e.g., a tenant, relative, landlord, or estate), the Client confirms they have authority and consent to instruct the clearance.

5. Biohazard, Contamination & Specialist Conditions

  1. Hoarding and extreme cleaning jobs may involve biohazards, including but not limited to mould, rot, pest infestation, animal or human waste, food decay, sharps, or other contaminants.
  2. Where such conditions are present, additional charges, specialist equipment, protective measures, or extended timeframes may apply.
  3. Our team reserves the right to assess, pause, or decline work where conditions present a serious health or safety risk that falls outside the agreed scope or our operating capacity.
  4. Where contamination is more severe than described at booking, the job may require re-quoting, rescheduling, or referral for specialist remediation.
  5. Pest infestations (e.g., fleas, rodents, insects) may require separate pest control treatment by a licensed provider, which is not included in a standard clean unless expressly agreed.

6. Waste Removal & Disposal

  1. Unless expressly stated in the quotation, removal and licensed disposal of waste is charged separately and priced by volume and waste type.
  2. FreshNest disposes of waste in line with applicable regulations. Disposal of hazardous or special waste may incur additional fees.
  3. Where the volume of waste exceeds the estimate, additional disposal charges will apply and will be communicated before removal where practical.
  4. The Client remains responsible for any items they instruct us to leave on site.

7. After Builders / Post-Construction Cleaning

  1. After builders cleaning removes construction dust, debris, residue, and marks to a professional standard, but is not guaranteed to restore surfaces to a brand-new condition.
  2. Permanent Marks: Paint splashes, plaster, cement, grout haze, adhesive, silicone, scratches, and similar residue left by trades may be permanent or require specialist treatment. Removal is attempted to a reasonable professional standard and is not guaranteed.
  3. Dust Resettling: Fine construction dust continues to settle for a period after a build. Resettled dust appearing after our team has finished is normal and does not indicate an incomplete clean.
  4. Work After Our Clean: Once the clean is complete, any tradespeople, workers, or occupants entering the property may affect its condition.
    • 4.1 FreshNest cannot be held responsible for any dust, debris, or marks introduced after our team has finished.
    • 4.2 We strongly advise that no further building or decorative work takes place after the post-build clean, as this will void any quality-related review or return visit.
  5. Rubble & Heavy Debris: Removal of building rubble, fittings, or heavy construction waste is a separate service and not included in a standard after builders clean unless agreed in advance.

8. Service Access, Refusal & Booking Allocation Policy

  1. Service Access & Refusal of Entry: By confirming a booking with FreshNest, the Client agrees to provide full and reasonable access to the property and all agreed service areas at the scheduled time of arrival. If access is denied, restricted, or the service is refused upon arrival, the booking is considered fulfilled from an operational standpoint, and the full service fee remains payable. This reflects the allocation of staff, travel time, and operational resources reserved exclusively for that booking.
  2. Team Allocation & Expectations: Team allocation — including the number of operatives assigned — is determined by operational requirements, availability, and final booking confirmation. Any references to team size in preliminary discussions, estimates, or draft quotes are indicative only and do not form part of the confirmed booking unless explicitly stated in the final invoice or confirmation.
  3. Scope Confirmation: The agreed scope of work is confirmed prior to the booking and forms the basis of service delivery. Refusal of service based on a misunderstanding of team allocation or assumptions not included in the final confirmed booking does not constitute valid grounds for cancellation, refund, or non-payment.
  4. Late Cancellations & On-Site Refusal: Any cancellation, refusal, or prevention of service — whether at the point of arrival or within 24 hours of the scheduled booking — will be treated as a same-day cancellation. 100% of the booking value will be charged.
  5. Operational Loss & Liability: FreshNest shall not be liable for any perceived dissatisfaction where the Client has prevented the service from being carried out or failed to allow the team to complete the agreed scope. In such cases, the booking is deemed non-executable due to client action, and no refunds or re-cleans will be offered.

9. Payment Terms

  1. A deposit may be required to secure larger hoarding or after builders bookings. The balance is payable as set out in your booking confirmation.
  2. For standard jobs, payment is required in full prior to commencement unless otherwise agreed. Bookings are not confirmed until payment or deposit has been received.
  3. All payments are processed securely through our authorised payment provider using the method stored on file. By providing a payment method, the Client confirms authorisation for its storage and use was agreed during setup.
  4. Clients who do not wish to have a payment method stored on file may request its removal at any time, in which case manual payment links will be issued instead. This must be communicated before the next scheduled booking.
  5. The Client authorises FreshNest to charge the method on file for any approved additional charges, waste disposal, re-cleans, or scope adjustments agreed after the initial payment.
  6. If our team is unable to complete the full scope because of conditions caused by the Client — including undisclosed severity, blocked areas, lack of access, ongoing works, missing utilities, or any other issue outside our control — the Client remains fully liable for the full booking amount. No discounts or partial refunds are issued where limitations were caused by the Client’s environment, preparation, or access.
  7. Failure to settle payment may result in suspension of future bookings.

10. Multi-Day & Staged Jobs

  1. Hoarding clearances and large after builders cleans may span multiple days or visits.
  2. Where a job is staged, each session is charged for the time, labour, and resources committed, regardless of overall completion.
  3. Timeframes provided are estimates. Actual duration may extend where conditions are more severe than described.

11. Service Completion, Delays, Interruption & Complaints

  1. Service Completion & Interruption: Clients must allow the team to complete the full allocated duration and agreed scope before assessing the quality of work. Concerns must be raised after completion, not during. Extreme cleaning follows a structured workflow, so areas may appear incomplete mid-service. This is normal and does not indicate poor performance.
  2. Delays & Late Access: If the Client is not ready to receive the team at the agreed start time:
    • A delay of 45 minutes or more past the scheduled start time will incur a late fee of £60, charged automatically to the method on file.
    • If the delay exceeds 1 hour and 30 minutes, the team reserves the right to leave the property without commencing. In this event, the full booking amount remains payable and no refund or rescheduling will be offered without an additional charge.
    • Any time lost due to a delayed start cannot be recovered or added to the end of the booking.
  3. Early Termination by Client: If a Client instructs the team to leave before completion of the agreed service, the service is considered incomplete due to client intervention, and the full booking amount remains payable. The Client forfeits the right to request a refund, re-clean, or raise complaints regarding areas not reached.
  4. Complaints & Post-Service Evidence: Complaints regarding incomplete or unsatisfactory work must be raised after the team has completed the job and, where possible, a final walkthrough has taken place. Complaints must give FreshNest the opportunity to rectify via a re-clean before any other recourse. Where the team is dismissed early or prevented from completing, FreshNest cannot accept post-service complaints, including photo evidence submitted after the fact.
  5. Operational Time & Labour Commitment: Where our team has attended and carried out substantial work, the service is considered delivered in good faith. Full charges apply for all time, labour, and resources committed, regardless of early termination by the Client.

12. Complaints Policy & Re-cleans

Complaints are only valid where the full service was allowed to be completed. See Section 11 for our policy on early termination and interruption.

  1. All service-related complaints must be submitted within 10 days of the clean.
  2. After 10 days, FreshNest is not responsible for any claims, as property conditions may have changed.
  3. Valid complaints are reviewed case-by-case; a re-clean may be offered at our discretion. Refunds are not guaranteed.
  4. Re-Clean Reporting Responsibility: After a re-clean, it is the Client’s responsibility to ensure all areas of concern were clearly communicated. We will not offer additional re-cleans for areas not mentioned or overlooked during the original complaint.
    • 4.1 No Refund After Re-clean: Once a re-clean is completed, no refunds are offered. The re-clean is the final resolution and closes the complaint.

13. Cancellations & Rescheduling

  1. Any date changes made within 48 hours of the scheduled job will incur a £60 charge. Same-day changes or cancellations incur a minimum charge of £120, or up to 50% of the total job cost — whichever is higher. For larger jobs, a higher cancellation charge proportionate to allocated resources may apply.
  2. If our team arrives and cannot gain entry or is refused access, 100% of the full booking value will be charged. See Section 8.4 for our full policy on on-site refusal and late cancellations.

14. Damage & Breakage

  1. Our team works carefully, but FreshNest accepts no liability for accidental damage, wear and tear, or pre-existing issues — particularly in hoarded or heavily soiled properties where items may be fragile, hidden, or stored under stress.
  2. Clients are advised to secure or remove breakable, delicate, or valuable items before work begins.
  3. Any claim must be reported within 48 hours, after which FreshNest has no obligation to investigate or compensate.

15. Service Limitations

  1. Cleaning results depend on surface type, material, and pre-existing condition. Some stains, odours, limescale, mould marks, or discolouration may be permanent.
  2. Hoarding, after builders, and deep cleaning are performed to industry standard but are not guaranteed to restore the property to a brand-new condition.
  3. Odour removal is attempted to a reasonable standard but is not guaranteed where contamination has penetrated flooring, walls, or fittings.
  4. Obstructed Areas: Where furniture, belongings, or clutter block access, the team will clean what is safely reachable only. FreshNest is not responsible for reduced quality in areas that could not be accessed.
  5. FreshNest does not guarantee outcomes beyond reasonable professional effort.

16. Client Responsibilities

  1. Ensure running water, electricity, and lighting are available where required.
  2. Provide access instructions (parking, entry codes, etc.).
  3. Disclose any known hazards, contamination, infestation, broken fittings, or special materials before service.
  4. Confirm you have the legal right and authority to instruct the clearance or clean of the property and its contents.
  5. Keep pets, children, and vulnerable persons safely away from the working area.

17. Health & Safety

  1. Our team may refuse to work in unsafe, unsanitary, or hazardous conditions beyond the agreed scope or our operating capacity.
  2. FreshNest reserves the right to cancel or modify a booking if health or safety risks are identified.
  3. Clients may not request the use of unsafe chemicals or products not approved by FreshNest.
  4. Abuse, aggression, harassment, or disrespectful behaviour towards our team will not be tolerated. FreshNest reserves the right to withdraw service immediately, refuse future bookings, and charge for any time already spent on site.

18. Data, Privacy & Discretion

  1. Client details (name, address, contact info) are used solely for booking, billing, and quality purposes.
  2. We understand hoarding and clearance work is sensitive. We handle all jobs with discretion and confidentiality, and our team operates without judgement.
  3. FreshNest may take internal photographs solely for quality assurance, training, auditing, insurance, and internal documentation. These are not shared externally unless legally required or permitted.
  4. Any photographs shared publicly (website, marketing, social media) are only used with the Client’s clear, explicit permission given after the service. No images are ever published without consent.

19. Limitation of Liability

  1. FreshNest, its staff, or subcontractors shall not be held responsible for:
    • 19.1 Any indirect, incidental, or consequential loss (including lost income or inconvenience).
    • 19.2 Damage caused by faulty property materials, poor maintenance, or misuse.
    • 19.3 Loss or disposal of items within an authorised clearance.
    • 19.4 Any event beyond our control (weather, illness, strikes, access restrictions, contamination, etc.).
  2. Use of our services is entirely at the Client’s own risk.

20. Service Modifications

We may update prices, availability, or terms at any time without prior notice. Continued use of our services implies acceptance of the latest version of these terms.

For questions, feedback, or booking assistance: email info@fnlondoncleaning.co.uk or call 07346 163200.

FreshNest Hoarders & After Builders Cleaning London
Company No: 16941833
Registered Office: 5 St John’s Ln, London EC1M 4BH, United Kingdom
Email: info@fnlondoncleaning.co.uk