Customer terms

Preview review draft. Version terms-draft-v5. Updated 23 October 2026. Business details and legal review remain outstanding; this page is not a guarantee of compliance.

Who provides the service

Local House Cleaners London is the trading name used by this platform. The legal contracting entity, service address, contact email, telephone, registration and VAT details must be confirmed in the business-details page before live orders. This preview does not assert that these details have been verified.

Your booking

Choose the cleaning address, date, hours and requested service. The displayed total must include applicable taxes and mandatory charges before commitment. A booking request reserves account funds and is offered to eligible local cleaners. The first eligible cleaner to accept is assigned. Read the confirmation and cleaner details. A submitted request is distinct from an accepted appointment.

Work and access

Provide accurate instructions, safe access and relevant hazards. Scope and materials must be agreed before work; do not request unsafe or unlawful tasks. Report defects promptly through the agency so they can be reviewed. Nothing here removes your statutory rights to services performed with reasonable care and skill.

Payments

Funding, booking reservations, cleaner earnings, agency shares and external payouts are separate records. Weekly cleaning is £24 per cleaner-hour with a three-hour minimum; fortnightly £26 with three hours; one-off £28 with three hours; deep cleaning £35 with four hours; and after-builders £38 with five hours, subject to assessment. A £5-per-hour supplement applies only to minutes between 06:00 and 08:00 or 20:00 and 22:00. Next-day priority adds 75% of the base service charge. Christmas Day doubles the base service charge, while other applicable bank holidays add 50%; only the highest holiday addition applies. Time and next-day additions are calculated separately on the stated basis, not compounded. Each confirmed visit stores its own quoted price and cleaner/agency split. Cleaner holiday additions use the cleaner's own agreed base rate. Historical bookings retain their saved amounts. Assessed extras and unusual scope require review before confirmation. Current preview uses sandbox money only; completion and disputed work are reviewed before settlement.

Cancellation and refunds

Read the linked cancellation and refund policies before booking. Current preview cancellation returns the entire reservation to the wallet. Customers may separately request eligible unused funds back to the original payment method. Accepting these terms does not waive statutory rights or make an unfair fee enforceable.

Evidence and changes

The platform records the policy version, explicit acceptance and time at signup and each booking. Early-performance choices are separate. Changes do not retrospectively replace the version accepted for an existing booking. Save or print these pages and your confirmation.

Introduced contacts and direct arrangements — review draft

For contacts introduced through this service, please ask the agency before arranging related cleaning outside the platform. Use the confirmed support channel or in-app message with the customer, cleaner and booking references. The agency should confirm in writing whether permission or a release is given and any lawful applicable terms before a direct arrangement is made.

This proposal is limited to protecting legitimate introductions. It is not a blanket restriction on a cleaner working elsewhere. No transfer fee, worker fee, penalty, restriction period or automatic deduction is created by this draft. Employment-agency conduct rules, including restrictions on worker charges and work-elsewhere terms and conditions for hirer transfer fees, may apply depending on the actual operating model. Consumer fairness and statutory rights also remain applicable. Legal review must establish what, if any, restriction or fee is lawful before implementation.

Official transfer-fee guidance · Conduct Regulations guidance

Minimum booking length

New bookings require at least three hours. At the current hourly rates, a three-hour booking is £72 customer charge, £45 cleaner pay and £27 agency share before processing fees. Existing historical bookings keep their stored duration and agreed amounts.

Customer-provided tools and products

Customers must provide suitable cleaning tools, equipment and products for the selected work. Carpet, upholstery and mattress work requires a suitable working machine and the correct products, agreed before the visit. The booking review asks for confirmation. A specialist request is not confirmed until its scope, equipment, time and final price have been assessed and agreed.

Official references

GOV.UK distance selling · CMA cancellation guidance · ICO cookies guidance