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Customer booking conditions. 

Checkout Clean booking agreement.  


General terms and conditions of your booking.



Checkout Clean -  terms of your booking our service with us. 


This agreement is provided by Checkout Clean as our general terms of business. 


1: Overview.


  • Thank you for booking with Checkout Clean for your cleaning requirements.

  • You are now in safe hands. We care so much about what we do and will make your property look amazing. 

  • Checkout Clean provides all materials needed for the job so no need to leave us any cleaning materials - if any are left at the property then we will dispose of them unless otherwise instructed. 


  • The term “cleaning” does not include the removal of oil, paint, varnishes, wax or other such substances such as sticky tape, stickers or blu -tac and this agreement does not include ‘after-build cleans’. 


  • Please advise if your property needs extra treatments or has paint on the floor that needs removing.


  • Failure to do so will result in a quote being given that isn't correct and potentially a higher cost.  


  • The term "cleaning" does not include removing personal items or refuse, food stuffs, removal of boxes or other articles. If we have to remove refuse or items left behind and collect before cleaning there will be a £50 charge plus £15 per hour per cleaner for the time it takes to clear items. There will also be a 'disposal' fee of £15 per bag of refuse up to a maximum charge of £500. 


  • Any quote we have provided without visiting the property, including any description of jobs to be performed, are estimates only and do not represent a guarantee of work to be performed for the price quoted. The ability of Checkout Clean to complete the quoted tasks for each service may vary depending on the state & condition of the property and your description that you gave of the property at booking. Any additional cleaning required or if a property isn't as described will result in an extra charge being applied.


  • Unless specifically directed otherwise, Checkout Clean or any representative of ours, will only perform the services during the agreed contracted hours. If the amount of time needed to provide the services differs significantly from the initial estimate, then an adjustment to the price will be necessary. From time to time, the Client may request that Checkout Clean perform additional work in excess of the agreed hours and in such circumstances, Checkout Clean will invoice the Client for any additional hours worked if the property isn't as described. It may be necessary to revise the quoted amount and this will be agreed upon before the job starts.


  • Carpet cleaning is included in our services.


  • Oven cleaning is included in our services. 


  • Checkout Clean shall not be liable for failure to carry out work if prevented from doing so as a result of any circumstances beyond our control. You will not be charged for any work not actually undertaken in such circumstances as we understand that sometimes 'things' happen - We ask as much notice as possible be given when things are not going to plan your end and we reserve the right to cancel a job at any time before commencement without financial obligation to the client.



2: Payments 


All work performed by Checkout Clean under this Agreement will be invoiced to you on the morning that the job commences based on the work described being carried out and not on any other basis. Checkout Clean will have agreed with you what needs to be cleaned at the time of booking, The job that will be completed and invoiced will be in accordance with that agreement.


  • 2.2 - Payment methods for the charges of Checkout Clean can be made by direct debit,  bank transfer or cash.


  • 2.4 - We also reserve the right to increase the quoted price if the property isn't as described. This will be made known to all parties concerned before the clean takes place. 


  • 2.5 - All properties need extensive cleaning to pass an end of tenancy inventory check. We are a professional cleaning company that concentrates all our business efforts on end of tenancy cleaning and nothing more. We know what we are doing & whilst you may think your property is "not too bad" and only needs a general clean - we only offer a "full cleaning service" which incorporates all items needed to pass an inventory inspection. This is reflected in our prices and our guarantee of our work to pass a rigorous inspection. 



3: Access to property


  • 3.1 - So that we can carry out our services, you agree to give to Checkout Clean access, and leave a usable key and/or details of any relevant access codes. If you have an alarm and if a code is not provided to Checkout Clean or any of our representatives and contractors, it is expected that the alarm will be turned off on the days that the services are to be provided. If for some reason a key is not available then this must be arranged and notified in advance so that our Ninja is aware. 


  • 3.2 - Checkout Clean and any contractors that we employ agrees to keep any details of keys and access codes strictly confidential and take all reasonable steps to ensure the security of any physical keys and access codes. Checkout Clean accepts no liability of any nature for any losses that may arise from the Client's provision of any key and/or access details and the Client hereby indemnifies Checkout Clean in respect of any losses that may be sustained as a result, howsoever caused.


  • 3.4 - In some circumstances Checkout Clean may keep the key overnight on jobs that will take more than a full work days cleaning. This will always be arranged beforehand and if needed we can drop the keys with a managing agent or landlord or post them special delivery to an address of your choice. 


  • 3.5 - If Checkout Clean or any one representing Checkout Clean is prevented from gaining access to your property to carry out work as arranged due to, but not limited to;

    • Wrong Keys,

    • Property not yet moved out of fully,

    • Waiting for the Client,

    • Decorating or maintenance/repair services being carried out. 


Then the time lost to Checkout Clean and any contract cleaners working on our behalf shall be considered to be 1 hour per hour per employee involved and Checkout Clean reserves the right to invoice the Client accordingly at £15 per hour per employee. If we have to leave a job for reasons such as the property not being ready for cleaning on the agreed time and date then a 50% total of the invoice will be payable as a ‘cancellation fee’ 


Please let us know of any change of circumstance immediately so we can avoid this where possible. 



4: Breakages, complaints and rectifications


If you, the client, have a concern regarding the quality of the service provided, we oblige you to immediately raise that complaint and in any event no later than 48 hours of the service being provided, unless this is a weekend and the job is being checked on Monday - In that instance we ask that any complaints are made by the Wednesday. All complaints must be sent to -  so that we can rectify it as soon as possible. Please, if possible, try to include photographs of the complaint. If the complaint is justified, then Checkout Clean will arrange for the re-cleaning for no additional charge just as soon as in humanly possible. This must be within our operational hours. Please see a customer resolution form here.


This is part of our Guarantee. The Client will remain liable to pay for hours worked by Checkout Clean providing the initial services (other than those hours spent rectifying the concern) and no refund or discount will be offered by Checkout Clean without first having an opportunity to return. If a return to rectify a complaint isn't possible or permitted then full payment of invoice will be charged. . 


Checkout Clean is insured, however it shall not be liable for any loss, damage, or injury arising from the breaking or disintegration during cleaning by the Contractor’s employees or agents of any cracked, defective or broken parts of the property of the Client. We will report any items immediately that are not secured. Checkout Clean will not be liable for any loss, damage or injury arising from the general wear and tear resulting from the cleaning by the contractors servants or agents. Checkout Clean expects the Client to secure and/or move any items of either extreme monetary or sentimental value and assumes that all surfaces are sealed and secure and ready to be cleaned without causing harm or damage to anything.


Checkout Clean reserves the right to take all reasonable steps to make good any damage for which it may be liable under this Agreement in lieu of making payment in respect thereof. Subject to Checkout Clean taking all reasonable steps to make good any damage for which it is liable under this Agreement, it shall not be liable to the Client for any further compensation.


Where Checkout Clean is liable to compensate for damaged items, such compensation will be limited to the actual value of the item at the time of breakage and not the cost of a replacement item, the whole in accordance with the principles applied by its insurer. For the avoidance of any doubt, the obligation of rectification and/or replacement is limited only to the actual item or area damaged and not to replacement or rectification of an entire set or workspace.


4.1 - Limitations of the guarantee include but are not limited to: Sellotape removal, sticker removal, blu tac, paint and other items that have been secured using adhesive means, heavily limescaled toilets and shower units/hoses - this also includes areas that are hard to access, taps that have been secured next to walls with a small gap or shower units that are ill designed and collect dirt in uncleanable areas - heavy mildew and mould areas including but not limited to walls and windows.


4.2 - Ovens must be in a reasonable condition to be included in the guarantee - by reasonable it is expected that inside the oven can still be seen through the glass. Ovens with excess carbon or that need extensive cleaning may carry a further cost. 


4.3 - Freezer units must be defrosted before we arrive or a £25 charge will be added to the invoice and the guarantee pass for the freezer unit will be void. 


4.4 - Walls - whilst we strive to provide an amazingly clean and detail finished property, if your walls have excessive marks, kick marks, chips and other 'damage' we cannot provide a guarantee that the property will pass the inventory. A lot of marks come off during cleaning, we just cannot guarantee they all will, as a result, walls and ceilings, barring cobwebs and dust are void from the guarantee. 


4.2 - Further limiitations of the guarantee include were the property is in a very bad condition and has not been well maintained throughout the tenancy. In this instance, you will be informed that a full clean will be performed but that a guarantee is not given on the set item or several items which may include stained carpets or heavily scaled taps or toilets - You have the right in this instance to book another cleaning company without any financial obligation to Checkout Clean. Whilst we accept that we have been booked to clean - we are accepting the booking on the condition that the property is in a well maintained order and has been looked after during the tenancy. 

If the property requires extensive work then please inform us and we will do all we can to service your requirement. 



5: Cancellations and Change


It is a condition of this Agreement that the Client provides a minimum of 24 hours notice to make a cancellation of work as arranged otherwise a 20% cancellation fee will be invoiced. 



6: Client obligations.


The Client shall provide, free of charge, all necessary electricity, hot water and other facilities, which may be required to enable Checkout Clean to carry out the work. 


All fragile, breakable and/or high value (whether sentimental or expense) items must be secured or removed before each service provided by Checkout Clean and Checkout Clean takes no responsibility for any damage caused to such items. (an example of this - A shelf is loose due to being unsecured, we clean the shelf and it falls and chips a sink - we will not be liable for this kind of damage, even if the item hasn't been reported as being loose or broken - another example is a curtain pole isn't secure and when we touch it to clean it falls down - Shoddy workmanship that subsequently causes damage or injury is at the owner of the properties liability).


Checkout Clean and any and all our representatives uses its own cleaning products and tools and trains its cleaners in the use of those products and tools. If the Client requests that Checkout Clean use the Client’s cleaning products or tools, then Checkout Clean accept no liability for any loss or damage arising out of the Contractor’s use of those products or tools in providing the cleaning services.



7: Miscellaneous


It is a condition of the Agreement that the Client hereby undertakes that he or she will not during the period of the Agreement or for the period of 12 months after the termination thereof:


a. Refer any person or persons utilised by Checkout Clean to anyone unless the Client refers Checkout Clean itself; or


b. Offer to give to any person or persons employed or contracted by Checkout Clean any employment similar to his or her employment with Checkout Clean. The expression “Client” in this context includes in the case of a company its beneficial owners.


If the Client acts in breach of clause 24 above, a fee of £1000 will be payable and will be due within 30 days of notification by Checkout Clean to the Client.


If the Client is not completely satisfied with the services provided, it must inform Checkout Clean immediately (and in any event no later than 24 hours after the services were undertaken). Failure to do so will result in Checkout Clean having no obligation of rectification or replacement, subject always to the damage being attributable to the actions of Checkout Clean and any and all of our representatives.



8: Liability


No claim against Checkout Clean in respect of alleged negligence of Checkout Clean, its contractors or agents, or any alleged defect in Checkout Cleans plant, machinery or materials or in respect of any other matter shall be valid unless notice in writing thereof is received by Checkout Clean Ltd at its Registered Office:


Checkout Clean Ltd, 

71 - 75 Shelton Street 

Covent Garden 




It is also acceptable to send an email to -


This must be within 7 days after the happening of the event giving rise to the claim. Unless notified otherwise, any claim will be referred directly to Checkout Cleans insurer for assessment.


Checkout Clean undertakes to be fully insured in respect of Employer’s Liability.


The liability of Checkout Clean in respect of any one claim or series of claims successfully brought against the Contractor in a Court of Law and arising from any one incident involving negligence of itself, its servants or agents, or through any defect in its plant or machinery shall be limited to the sum of £5,000,000.



9: Confidentiality and data processing


Checkout Clean recognise that this Agreement creates a confidential relationship between Checkout Clean and the Client and that information relating to the Client's affairs may become known to Checkout Clean and/or its staff members during the term of this Agreement. Checkout Clean agrees to, and to ensure its staff members agree to, keep confidential any personal data regarding the affairs of the Client and not to disclose such information to any other person except as described in the Privacy Notice or as otherwise required by law.


Checkout Clean recognises that we may be required to collect and process personal data relevant to the Client and hereby agrees to the collection and processing of any personal data for the purposes of administering Checkout Cleans obligations under this Agreement and as described in the Privacy Notice set out below. For the purposes of clauses 28 and 29, the terms "process" and "personal data" have the meanings given to them by the Data Protection Act 1998.



10: Amendments 


Checkout Clean reserves the right to amend these terms for any reason online at any time and will provide our regular clients with no less than 7 days advance notice of any changes to these terms.



11: Termination 


The engagement of Checkout Clean under this Agreement shall begin from when the booking is made until when the job is completed and paid, and no complaints are made within 48 hours of the work being completed providing that all information has been correct. If for some reason the work is not as described when we arrive, we have the right to increase or even lower the charges and always reserve the right to refuse the work.


A termination by Checkout Clean of its engagement under this Agreement shall be without prejudice to its rights against the Client for failure to pay the Checkout Cleans charges.



12: Disputes


Checkout Clean and the arrangements referred to therein are subject to the laws of England and Wales and any disputes arising out of this contract or the arrangements referred to therein shall be subject to the exclusive jurisdiction those laws.



13: Privacy Notice


Checkout Clean Ltd. (referred to as “Checkout Clean" in the above Conditions of Contract, and “we”, “us” and “our” below) is committed to protecting the privacy of all the individuals we deal with and will treat your information confidentially in accordance with this Privacy Notice. Please read this Privacy Notice carefully. Here



14: Who we are


Checkout Clean are a cleaning co-operative with many years experience in end of tenancy cleaning.  We have Checkout Cleaning Ninja’s who cover cleaning jobs in a widespread network throughout the UK. Sometimes the work is carried out by an accredited contractor who will be covered under Checkout Cleans insurance policy. We are responsible for protecting the personal information you provide to us when you use our services. If you have any questions about how we use your personal information, or wish to access, update or request that we delete your personal information, please contact us using the details provided below.



15: What information we collect


The personal information we collect from you includes your name and contact details. It will also include information about the transactions you undertake with us, and the details of the payment card(s) you use to pay us. We collect this information when you contact us, and when we provide you with our services. The personal information we collect is used to administer our records and to provide you with our services.


Please note that we enter the personal information you give to us onto a database. This enables us to keep an electronic record of your details, to have ready access to your information, to efficiently provide you with our services and to comply with any statutory, regulatory or reporting obligations to which we are subject. The personal information we enter into our database is also used for direct marketing purposes, and to enable Checkout Clean to generate anonymous statistics about the use of our services and to comply with any statutory, regulatory or reporting obligations to which it is subject.



16: Direct marketing


In accordance with your marketing preferences, we may use your personal information to contact you by post, phone or e-mail with information about our services. If you would like to change your marketing preferences (for example, to stop receiving information about our services), you can contact us at any time at



17: Who may access your information


We may disclose the personal information we collect from you:

• to third party contractors that provide services on our behalf and under our instruction (such as window cleaners/carpet cleaners/cleaners, gardeners, oven cleaners); and

• to third parties when we request that we share such information and you permit us to do so.


We may also disclose your personal information where we believe it is required by law or regulation, where necessary to exercise, establish or defend legal rights, or where disclosure is necessary to protect your vital interests or those of another person.



18: Your rights


You have the right to access, correct and update the personal information we hold about you. You can exercise any of these rights by contacting us using the details provided at the outset of the Privacy Notice. To see our privacy notice please click here. 

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