FreshNest London Cleaning Services
Last Updated: February 1, 2026

Welcome to FreshNest London Cleaning Services (“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, fair expectations, and a professional service experience for both parties.

1. Bookings & Quotes

• All bookings must be made through our website, email, WhatsApp, or phone.

• Quotes are based strictly on the information, photos, or descriptions provided at the time of booking.

• If the property size, condition, or scope differs from what was shared, the quoted amount may change.

• Our cleaners will always notify you before proceeding with any additional charges.

2. Access & Property Condition

• The client must provide safe and timely access to the property at the agreed time.

• Delays caused by access issues (locked doors, no answer, incorrect entry codes) may shorten the service or result in a call-out fee.

Client Preparation

• Clients are responsible for removing valuables, fragile items, and personal belongings from cleaning areas.

• FreshNest London Cleaning is not liable for lost, misplaced, or damaged items left within the cleaning environment.

Obstructed Areas & Clutter

• Cleaners will not move heavy furniture, large appliances, or excessive clutter.

• If items block access, we will clean only what is safely reachable.

• Results may be limited if areas are not cleared prior to our arrival.

FreshNest reserves the right to adjust service scope or duration if the property is not suitable for cleaning upon arrival.

3. Payment Terms

• Payment is due within 24 hours of job completion unless stated otherwise.

• If payment remains incomplete, we reserve the right to automatically charge the card or payment method on file.

Client Authorisation

By booking with FreshNest London Cleaning, the client authorises us to charge the payment method on file once the service is completed, including:

• Approved additional charges

• Adjustments due to property condition

• Re-clean visits (where applicable)

Full Liability in Client-Caused Limitations

If cleaners cannot complete the full scope due to client conditions (clutter, blocked access, missing utilities, ongoing work), the client remains fully liable for the full booking amount. No partial refunds or discounts apply in such cases.

Failure to settle payment may result in suspension of future bookings.

4. Price Adjustments

If accurate photos or details were not provided and the property requires more labour or time than estimated:

• The cleaner will notify the client upon arrival

• The client may proceed at an adjusted rate or decline further work

• A minimum call-out fee may still apply if the booking is cancelled on-site

5. Standard Clean vs Deep Clean

Standard Clean (Routine Maintenance)

A Standard Clean is designed for general upkeep of occupied homes and includes:

• Dusting and wiping accessible surfaces

• Vacuuming and/or mopping reachable floors

• Exterior wipe-down of kitchen appliances

• Bathroom cleaning (toilet, basin, shower, mirrors, floors)

• Light tidying within booked time

Standard Cleaning does not include:

• Interior cupboards or appliances

• Heavy grease or limescale removal

• Stain removal

• Moving heavy furniture

Deep Clean (Detailed Intensive Service)

A Deep Clean includes all Standard Clean tasks, plus additional detail work such as:

Kitchen

• Internal oven/fridge/microwave cleaning (if accessible)

• Cupboard interiors only if emptied

• Intensive degreasing of hob and splashback

• Corner and edge detailing

Bathrooms

• Descaling taps, tiles, shower glass

• Grout cleaning (where reachable)

• Detailed disinfection of fixtures

Living Areas & Bedrooms

• Skirting boards, switches, door frames

• Vacuuming into corners and under movable furniture

• Wardrobe exteriors (interiors only if requested and emptied)

Exclusions & Specialist Services

Unless quoted separately, services do not automatically include:

• Carpet shampooing or stain removal

• Exterior window cleaning

• Balcony/garden cleaning

• Mould remediation or restoration work

• Moving fixed or fragile items

6. Complaints Policy & Re-Cleans

• Complaints must be submitted within 10 days of the service date.

• After 10 days, FreshNest is not responsible for claims as conditions may have changed.

Re-Clean Policy

• Valid complaints are reviewed case-by-case

• A re-clean may be offered at our discretion

• Refunds are not guaranteed

Once a re-clean has been completed:

• No further re-cleans will be offered for unreported areas

• No refunds will be issued after a re-clean is performed

7. Cancellations & Rescheduling

• Changes within 48 hours of the appointment incur a £60 fee

• Same-day cancellations incur a minimum £120 fee or 50% of booking total (whichever is higher)

• If cleaners arrive and cannot gain entry, the full call-out charge applies

8. Damage & Breakage

• FreshNest takes care during all work but is not liable for accidental damage, wear & tear, or pre-existing issues.

• Clients should secure valuable or fragile items before service.

Claims must be reported within 48 hours.

9. Service Limitations

Cleaning outcomes depend on surface type and pre-existing condition. Some stains, limescale, or discoloration may be permanent.

Post-Build & After-Construction Cleans

FreshNest cannot be held responsible for dust or debris introduced after our team has finished.

We do not guarantee “brand-new” restoration beyond reasonable professional standards.

10. Client Responsibilities

Clients must ensure:

• Running water, electricity, and lighting

• Clear access instructions (parking, entry codes)

• Disclosure of hazards or delicate materials

• Pets and children kept away from work areas

11. Health & Safety

Cleaners may refuse service in unsafe or hazardous conditions.

Aggression, harassment, or abuse toward staff will result in immediate withdrawal of service, refusal of future bookings, and full charge for time spent on-site.

12. Data & Privacy

Client information is used only for:

• Booking

• Billing

• Service quality purposes

FreshNest may take internal photos for training and documentation only.

No photos will ever be shared publicly without the client’s explicit consent.

13. Limitation of Liability

FreshNest London Cleaning is not responsible for:

• Indirect or consequential losses

• Damage caused by faulty property materials

• Events beyond our control (weather, illness, access restrictions)

Use of our services is at the client’s own risk.

14. Service Modifications

We may update pricing, availability, or terms at any time.

Continued use of our services implies acceptance of the latest Terms of Service.

Contact Us

For questions, feedback, or booking support:

Email: info@fnlondoncleaning.co.uk
Phone: 020 3488 5375

FreshNest London Cleaning Services
London, United Kingdom

© 2026 FreshNest London Cleaning Services. All rights reserved.