Terms & Conditions

1. About Us

Y&Y Cleaning Limited (“we”, “us” or “our”) is a company registered in England and Wales.

Contact: info@yycleaning.uk | 07454 994922

These Terms apply when an individual books our cleaning services mainly for personal or household use. Separate written terms may apply to business customers.

2. Bookings and Our Contract

A contract starts when we confirm the booking by email, text message or through our booking system.

Your quote or booking confirmation will state the property, service, date, scope and price. It forms part of the contract. If it conflicts with these Terms, it takes priority only for those specific booking details.

Quotes rely on the information you provide. If the property’s condition or the work required is materially different, we will explain this and agree any change to the scope, time or price with you before continuing. We will not add work or charges without your agreement.

3. Our Service and Arrival Times

We will provide the agreed service with reasonable care and skill.

Our normal arrival windows are:

Morning bookings: 9:00–10:00 am
Afternoon bookings: 2:00–3:00 pm
* please note those are not fixed timesots and if you require a different arrival time, we can accommodate.

These are arrival windows, not completion times. We will contact you if we expect a significant delay. If we cannot attend within a reasonable time, you may agree a new time or cancel the unprovided service and receive a refund for it.

Cleaning results depend on factors such as age, wear, staining and the condition of surfaces. We will not promise a result that cannot reasonably be achieved, and we will tell you if part of the requested work is outside the agreed service or cannot be completed safely.

4. Price and Payment

The total price, what it includes, any deposit, the payment method and when payment is due will be shown in your quote or booking confirmation.

You must pay the agreed amount when due. We will not make an additional charge unless it was clearly explained and you expressly agreed to it first.

5. Access and Your Responsibilities

You must:

Give us safe and lawful access at the agreed time.
Provide any electricity, hot water or other facilities reasonably agreed as needed.
Tell us about hazards, allergies, delicate materials and any special care instructions.
Secure pets and keep children away from active cleaning areas.
Safely store cash, jewellery, documents and other valuable or fragile items.

If we cannot gain access, we will try to contact you. The booking may then be treated as a customer cancellation, but a charge will apply only if a fair cancellation arrangement was clearly stated and agreed before booking.

6. Safety and Service Limits

Unless we expressly agree otherwise, we do not handle hazardous or biohazardous material, sharps, pest infestations or illegal items; work at an unsafe height; or move objects that cannot be moved safely.

The following exclusions apply to our cleaning services:

Wall Cleaning: We do not provide wall cleaning services, including the removal of marks, stains or dirt from painted or wallpapered surfaces.
Mould Removal: We do not provide mould cleaning, removal or treatment services.
Rust Removal: We do not provide rust removal or treatment services, as these require specialist cleaning methods and products.
Carpet & Upholstery Cleaning: While we aim to achieve the best possible results, we cannot guarantee the complete removal of all stains. Results depend on the type, age and severity of the stain, as well as the material being cleaned.
Electrical Appliance Cleaning: For health and safety reasons, cleaning of appliances such as ovens and microwaves excludes heating elements, internal fans and electrical components due to the risk of electric shock or damage.

We may pause or stop work if there is a serious health or safety risk, threatening or abusive behaviour, or a request to do something unlawful.

We will explain the reason and, where possible, agree a safe alternative. You will receive a refund for any prepaid service we do not provide, except for any fair amount already due for work completed or a customer breach.

These exclusions do not affect your statutory rights, including our obligation to carry out the agreed cleaning services with reasonable care and skill.

7. Cancelling or Rescheduling a Booking

All cancellations or rescheduling requests must be made at least 24 hours before the agreed cleaning date and arrival time by emailing info@yycleaning.uk or calling 07454 994922.

24 hours or more notice: Customers may cancel or reschedule their cleaning free of charge.
Less than 24 hours notice: A late cancellation or rescheduling fee will apply.
Regular or Recurring Cleaning: The same 24-hour notice policy applies to individual scheduled appointments. Customers may cancel any future recurring cleaning appointments free of charge, provided at least 24 hours' notice is given for the next scheduled visit.

We reserve the right to cancel or reschedule appointments due to unsafe working conditions, non-payment, threatening behaviour or circumstances beyond our reasonable control. Where possible, reasonable notice will be provided, and any payment for services not delivered will be refunded.

8. Problems, Complaints and Our 48-Hour Re-Clean Guarantee

Customer satisfaction is important to us, and we aim to provide cleaning services to a high professional standard.

If you believe the service was not carried out as agreed, please contact us as soon as reasonably possible.

Our 48-Hour Re-Clean Guarantee

If an agreed cleaning task has been missed or an area has not been cleaned to the expected standard, please notify us within 48 hours of the service being completed.

To request a re-clean:

Contact us at info@yycleaning.uk or 07454 994922.
Provide your booking details and a description of the issue.
Where possible, provide photographs showing the areas of concern.

We will review the issue and, where it falls within our guarantee, arrange a free re-clean of the affected areas within a reasonable time.

The guarantee does not cover:

New dirt, stains or damage occurring after the original cleaning.
Areas or services that were not included in the original booking.
Cleaning tasks specifically excluded under Section 6.
Permanent stains, wear or damage that cannot reasonably be removed through professional cleaning.

Our 48-hour guarantee is an additional customer benefit and does not limit your statutory rights.

If we have not used reasonable care and skill, you may be entitled to repeat performance at no extra cost within a reasonable time and without significant inconvenience.

If that is impossible or cannot be done within a reasonable time, you may be entitled to an appropriate price reduction.

9. Refund Policy

We aim to resolve all customer concerns fairly and in accordance with applicable UK consumer law.

9.1 When a Refund May Be Available

A full or partial refund may be appropriate in circumstances including:

A cleaning service has been canceled, and a refund is due under your legal cancellation rights.
We are unable to provide a confirmed cleaning service.
A service has not been carried out with reasonable care and skill, and the legal conditions for a price reduction or refund are met.
We have agreed to refund an amount following a complaint or service issue.

A refund will not automatically be due simply because a permanent stain could not be removed or an excluded cleaning task was not completed, provided the agreed service was performed with reasonable care and skill.

9.2 How to Request a Refund

To request a refund, please get in touch with us as soon as possible, preferably within the 48-hour guarantee period. Please contact us using either of the following methods:

Email: info@yycleaning.uk
Telephone: 07454 994922

Please provide:

Your full name.
Your booking reference, if available.
The date and address of the cleaning service.
A brief explanation of why you are requesting a refund.
Supporting photographs or information, where relevant.

9.3 Reviewing Refund Requests

Once we receive your request, we will review the circumstances and may contact you for further information.

Where appropriate, we may offer to inspect the affected area or arrange a free re-clean.

We will explain our decision and confirm any refund amount you are entitled to receive.

9.4 Refund Processing

Where a refund is due:

Refunds will normally be issued using the original payment method unless you expressly agree otherwise.
We will not charge an administration fee for a refund required.
Refunds due under your legal 14-day cancellation right will be processed within the applicable statutory deadline, normally within 14 days of receiving your cancellation.
Refunds due under the Consumer Rights Act 2015 for a price reduction will be issued without undue delay and within 14 days of our agreement that you are entitled to the refund.

Refunds may be full or partial, depending on the circumstances and your legal rights.

10. Damage and Liability

We are responsible for foreseeable loss or damage caused by our failure to use reasonable care and skill or by our breach of contract.

We are not responsible for loss or damage that:

We did not cause it.
Was not reasonably foreseeable when the contract was made.
Was already present due to wear, defect, or previous damage.
We could not reasonably avoid because important care information was not provided.

Please tell us before work starts about high-value, fragile or irreplaceable items and surfaces needing special treatment.

If damage occurs, tell us as soon as reasonably possible, preferably within the 48-hour guarantee period, and keep the item and any evidence so we can investigate.

A delay in reporting may make investigation harder.

11. Events Outside Reasonable Control

Neither party is responsible for delay or failure caused by an event genuinely outside their reasonable control, provided they take reasonable steps to reduce its effect and notify the other party promptly.

If it prevents the booked service, we will offer a reasonable alternative date or you may cancel and receive a refund for any service not provided.

12. Privacy

We use personal information only as reasonably needed to manage bookings, provide services, take or record payment, respond to enquiries and meet legal obligations.

We handle personal information in accordance with applicable data protection law.

Questions about personal information can be sent to info@yycleaning.uk.

13. Cancellation Notice

To cancel your booking, email us at info@yycleaning.uk with your name, booking reference and appointment date.

Please clearly state that you wish to cancel.

Last updated: 11 October 2026