Every cleaning business should have written terms and conditions — regardless of whether you're a sole trader with five domestic clients or a company with twenty staff. A signed agreement sets clear expectations before work begins, protects you in payment disputes, gives you legal grounds to charge cancellation fees, limits your liability for pre-existing damage, and demonstrates professionalism to commercial clients who require it as standard.
Verbal agreements are legally binding in principle. In practice, they're almost impossible to enforce. Written terms remove the ambiguity that costs cleaning businesses money.
1. Services provided
Define exactly what is — and is not — included in your standard service. Vague descriptions lead to disagreements about what "a full clean" means to you versus what it means to the client.
Be specific: which rooms are included, which tasks are included (vacuuming, mopping, bathroom sanitising, kitchen surfaces, inside oven, inside fridge), and what is explicitly excluded (exterior windows, moving heavy furniture, biohazard cleaning, loft spaces).
For recurring clients, attach a service checklist. For end-of-tenancy cleans, use an itemised scope of work that both parties sign off before you start. An argument about what was included in a £300 clean is far more painful than the five minutes it takes to agree it in writing beforehand.
2. Pricing and payment terms
State clearly: your rate (hourly or fixed), when invoices are issued, accepted payment methods, the payment due date, and your late payment policy.
On late payment: under the Late Payment of Commercial Debts Act, you are legally entitled to charge statutory interest of 8% plus the Bank of England base rate on overdue invoices from business clients. You can specify this directly in your terms. For domestic clients, state a clear late payment charge — even a flat fee of £10–£15 after 14 days creates the incentive to pay on time.
3. Cancellation policy
Cancelled appointments cost you real money — travel time you've already committed, a slot you can't fill at short notice, and sometimes products or equipment you've already prepared. Your cancellation policy needs to reflect this, and it needs to be in writing before you take the booking.
A standard policy for domestic cleaning clients:
| Notice given | Charge |
|---|---|
| 48+ hours before appointment | No charge |
| 24–48 hours before appointment | 50% of appointment value |
| Less than 24 hours / same day | 100% of appointment value |
| No-show (no contact at all) | 100% of appointment value |
For commercial clients, 5 working days' notice is more appropriate. State how notice must be given — text, email, phone, or all of the above. "I texted my cleaner" is not the same as giving formal cancellation notice if your terms require email.
4. Property access
Specify how you will access the property for each visit: client present, key held by you, key safe or lockbox code, or concierge access. If you hold a client's key, include a clause confirming:
- Keys are stored securely and not labelled with the property address
- Keys will be returned promptly on termination of the agreement
- You carry key cover insurance (if you do — worth getting if you hold multiple keys)
- Loss of a key must be reported immediately and the client may be responsible for replacement costs
5. Damage and liability
This is the clause most cleaning businesses neglect and most often wish they hadn't. Damage claims — legitimate and otherwise — are the most common source of disputes in the cleaning industry.
Your terms should require clients to flag pre-existing damage before work begins, state that you are not liable for damage to items that were already damaged, fragile, or improperly secured, cap your liability at a reasonable level (typically the repair or replacement cost of the affected item, not consequential losses), and set a time limit for raising damage claims — 24 to 48 hours after the visit is standard.
This does not allow you to avoid responsibility for genuine negligence — a broken ornament caused by careless handling is still your liability. But it protects you from spurious claims about pre-existing chips, cracks, or faults that clients notice for the first time on cleaning day.
6. Health and safety
State that you follow safe working practices and COSHH guidelines for all chemicals used, that clients must inform you of any known hazards at the property (asbestos, mould, pest issues, trip hazards), and that you reserve the right to refuse or stop work if the property presents a health or safety risk you were not made aware of in advance.
This matters particularly for end-of-tenancy, post-construction, and deep clean work where property conditions can vary significantly from what was described.
7. Confidentiality
A brief confidentiality clause confirms you will not share information about the property, its occupants, its contents, or the client's circumstances with any third party. For domestic clients this is a trust signal. For commercial clients — particularly those in professional services, legal, or medical sectors — it's a contractual requirement they'll expect to see.
8. Termination and notice period
Include a notice period for ending an ongoing agreement. Four weeks is standard for domestic clients; as negotiated for commercial contracts. Both parties should be required to give notice in writing. Without this clause, a client can simply stop booking — leaving you unable to fill the slot — with no obligation to pay anything.
9. Governing law
State that the agreement is governed by the laws of England and Wales (or Scotland if applicable). This is a standard clause that matters if a dispute ever reaches the small claims court and removes ambiguity about which jurisdiction applies.
Getting client acceptance
Written terms are only enforceable if the client has accepted them. Get acceptance before any work begins — not after the first invoice, not after a problem arises. Options:
- A signed paper copy
- An email from the client confirming they've read and accept the terms
- A checkbox on your booking form or quote
Cadi attaches your terms to every quote and invoice automatically, with a clear acceptance step built into the client flow — so you always have a paper trail without having to chase it.
Frequently asked questions
Are cleaning business terms and conditions legally binding?
Yes, provided the client had a reasonable opportunity to read them and accepted them before work began. Terms sent for the first time after a dispute has started carry far less legal weight.
Can I charge a cancellation fee?
Yes, if your terms state you will. Without that clause in writing and accepted upfront, it's very difficult to enforce.
Can I change my terms for existing clients?
Yes, but you must give notice — typically at least 4 weeks. Send the updated terms in writing and ask for confirmation of acceptance.
What if a client refuses to pay and I have no written contract?
You can pursue the debt through the small claims court (Money Claim Online for up to £10,000 in England and Wales), but a written contract makes it significantly easier. Bank transfer records and clearly worded invoices help establish the agreement even without a formal contract.
Do I need separate terms for domestic and commercial clients?
Ideally yes. Commercial clients expect more formal contract language, longer notice periods, and specific liability caps. Your domestic terms can be simpler and more conversational in tone.