Terms & Conditions

Effective from: July 2025

Welcome to Kleen Shine Services. By accessing or using our services, you agree to be bound by the following Terms & Conditions. Please read them carefully.

1. Company Information

Kleen Shine Services is a registered professional cleaning and emotional support company operating across Greater London and surrounding areas. We specialise in hoarding cleanups, deep domestic cleaning, decluttering, and mental health-informed support.

2. Service Agreement

When a client books a service with Kleen Shine Services, a binding agreement is created between the client and our company.

Before work begins, we will confirm the scope of work in writing (email or WhatsApp) including:

Type of service
Estimated duration
Agreed start date and time
Total cost or hourly rate
Any special considerations (e.g. sensitive environments, emotional support needs)

This confirmation serves as your acceptance of the service agreement.

3. Client Obligations

Clients are expected to:

Provide accurate information about the condition of the property
Ensure access to the property at the agreed time
Communicate any changes or cancellations at least 24 hours in advance
Secure valuables and personal items prior to service commencement
Disclose any health and safety risks (e.g. pests, sharps, biohazards)

4. Pricing and Payment

All pricing will be shared prior to the commencement of work.

A non-refundable deposit of 25% may be requested to secure bookings.
Full payment is due on completion of the service unless otherwise agreed.
Accepted payment methods: bank transfer, card, or approved payment apps.
VAT will be applied where applicable.

For bespoke services or longer-term projects, payment schedules may be outlined in writing.

5. Cancellation & Rescheduling

We understand life happens. If you need to cancel or reschedule, please notify us at least 24 hours before your appointment.

Cancellations made with less than 24 hours’ notice may incur a cancellation fee of up to 50% of the service charge.
If Kleen Shine Services must cancel or reschedule, we will do our best to provide advance notice and offer an alternative date promptly.

6. Health & Safety

The safety of our clients and staff is paramount.

Our team wears appropriate PPE and follows UK Health & Safety regulations at all times.
Properties deemed unsafe (e.g. structural damage, hazardous waste) may result in the service being delayed or refused.
We reserve the right to stop work immediately if a risk to personal safety arises.

7. Sensitive Environments & Support

We recognise the emotional nature of hoarding and decluttering situations. Our team is trained in providing support with dignity and care.

Emotional support services are optional and must be discussed in advance.
Where applicable, clients (or their representatives) will be asked to approve disposal of personal items.
A follow-up welfare check is included with most packages and will be scheduled within 24–48 hours post-service.

8. Waste Disposal

All waste removal is conducted in accordance with local council guidelines and environmental best practices.

Large volumes of waste or specialised disposal (e.g. biohazards, appliances) may incur additional fees which will be discussed in advance.
Where skip hire or third-party services are needed, this will be quoted separately.

9. Access and Keys

If access is provided via key, clients must sign a key-handling form. We do not accept liability for lost or misplaced keys after transfer.

10. Damage and Liability

We take great care when working in your home or premises.

In the unlikely event of damage caused directly by our team, clients must notify us within 24 hours.
Our public liability insurance covers accidental damage up to the policy limit.
Kleen Shine Services is not liable for pre-existing damage or structural issues.

11. Privacy & Confidentiality

We respect your privacy.

All client information is handled in accordance with the UK Data Protection Act 2018 and GDPR.
Visual documentation (e.g. before-and-after photos) will never be shared publicly without express written permission.
All sensitive cases are treated with the highest level of discretion and confidentiality.

12. Satisfaction Guarantee

If you are not satisfied with any part of the service, please contact us within 24 hours. We will make every reasonable effort to resolve concerns promptly and professionally.

13. Force Majeure

Kleen Shine Services is not liable for delays or non-performance due to events beyond our control, such as natural disasters, transport strikes, or illness.

14. Governing Law

These Terms and Conditions shall be governed in accordance with the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the UK courts.

15. Contact Details

Kleen Shine Services

Head Office: 76 Mortlake Road, Canning Town, London, E16 3NX
Email: info@kleenshine.co.uk or support@kleenshine.co.uk
Phone: +44 7123 456 789