HOUSE PROUD TERMS AND 
CONDITIONS

These Terms and Conditions outline the terms of use for our website, House Proud (myhouseproud.co.uk), and all cleaning services provided by House Proud (“Company,” “we,” “us,” or “our”). House Proud reserves the right to appoint subcontracted Labour Contractors for any service. By using our website or booking a service (via phone or email), you agree to these Terms and Conditions. If you do not agree, please refrain from using our services. 

These Terms and Conditions have been written to comply with the Consumer Rights Act 2015. Nothing in these Terms and Conditions shall affect your statutory rights.

GENERAL TERMS

Use of our website is subject to these terms. You may not misuse our website or use it for fraudulent purposes.

Our services are available across most of East Anglia. Availability may vary by location.

Monday to Friday between the hours of 9am and 5pm, excluding bank holidays.

House Proud will make reasonable efforts to provide cover in the event of a Labour Contractor’s absence due to illness or annual leave. While continuity of service is important, we cannot guarantee a replacement in all circumstances. In cases of short-notice absence, including same-day sickness, we will notify the customer as soon as possible. If we are unable to provide cover and the session is missed, no charge will apply. Customers will be informed if alternative arrangements are required.

Bookings can be made via telephone or email. All quotations are based on standard completion times. Final pricing may be adjusted if the scope of work changes.

We are not liable for any failure or delay in performance due to events outside our reasonable control such as weather, natural disasters, strikes, illness, or road closures.

We reserve the right to cancel bookings immediately if we or our Labour Contractor’s feel unsafe or face harassment. The service will be forfeited, and no refund will be issued.

Customers must secure pets during the service. We are not liable for incidents or extra cleaning due to pets.

Failure to provide access within 30-minutes may result in cancellation and up to 50% charge. Waiting time beyond agreed arrival is charged at £15 per 15 minutes.

We protect personal data according to GDPR. We do not share your data except by law or with your consent. You may request to access or delete your data at any time.

PRICING AND PAYMENTS

Prices are based on average property size and standard conditions. Extra charges may apply for additional scope or unusual conditions.

If special or extra equipment is required, this may incur additional charges.

Full payment is due within 7-days of completion unless agreed otherwise. Failure to pay may result in future cancellations.

SERVICE TERMS

We aim to deliver services with care and punctuality. External delays do not qualify for refunds.

Customers must ensure hot water and electricity are available. If not, full charges may still apply. End of tenancy cleaning requires the property to be vacated. Cupboards and drawers must be emptied for deep/internal cleaning.

Customers must advise us of any potential exposure to hazardous waste, biological hazards/contaminants such as animal faeces and any indoor/outdoor slip/trip hazards.

Customers must ensure that all locks and alarm systems can be easily operated and provide access instructions in writing, at least 24-hours before the service. 

If alarm codes or digital access instructions are provided by the customer, they must be accurate, tested, and clearly communicated in writing. House Proud is not responsible for any activation of alarms due to incorrect codes or access failures unless caused by proven negligence.

We do not guarantee stain, mould, odour (e.g. smoke) or any damage removal. Appliance cleaning, mould treatment, or wall cleaning must be pre-booked as separate services.

All major works must be completed before cleaning and the property must be safe, accessible, and free from builders and tools. You must notify us prior to the clean if you believe asbestos or any other hazardous material is present at the property.

Heavy waste is not included. The removal of paint/plaster removal is not guaranteed. Wall cleaning is separate and must be pre-booked as a separate service. Utilities must be available and re-cleans are void if the site is altered after the clean.

Please notify us of any natural fibres or delicate items prior to the booking. Furniture must be moved by the customer and any stationary items will not be moved by us. Drying time may vary, and stain/odour removal is not guaranteed.
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We are not liable for the following:

• Shrinkage of carpets where such shrinkage is caused by the poor fitting of such carpets.
• Your failure to allow carpets to dry adequately before replacing furniture
• Wear or discolouration of fabric which becomes more apparent as a result of cleaning.

We may take time-stamped before/after photos for quality assurance and disputes. These are stored securely and only used for internal or legal purposes unless we have your permission to use these for marketing purposes.

CANCELLATIONS AND RESCHEDULING

We require a minimum of 24-hour’s notice if the customer wishes to cancel the booking and avoid cancellation fees. Any cancellations made within the 24-hours will be charged at a 50% rate of the booking value.

We ideally require a minimum of 24-hour’s notice if the customer wishes to reschedule the booking and avoid fees. If the service is rescheduled within the 24-hours, the customer will incur a 25% re-booking fee.

COMPLAINTS AND REFUNDS

In the unlikely event that you are dissatisfied and wish to raise a complaint, please contact us and explain the problem as soon as reasonably possible and in any case within the period of 48-hours following discovery of the problem, with supporting evidence to info@houseproud.co.uk

While we strive to maintain high standards of professionalism and accuracy, human error or oversight may occasionally occur. House Proud will make reasonable efforts to address any genuine issues promptly. However, we do not accept liability for minor errors or omissions that do not materially impact the quality or outcome of the service.

The customer agrees that the first remedy for any complaint is a free re-clean, which must be accepted if offered. We reserve the right to offer no more than one re-clean per service.

If the customer refuses a re-clean for any reason, they agree to waive the right to any full or partial refund and instead become eligible for a maximum refund of 10% of the total booking value.

A full refund will only be granted under the following circumstances:

• The service was cancelled by us.
• The team failed to attend.
• The team attended but did not complete at least 75% of the agreed service (as listed on the invoice), supported by clear visual evidence.
• In all other cases, full refunds will not be offered.

A partial refund will only be considered after a re-clean has been arranged and completed, and the customer remains dissatisfied with specific areas. The customer must provide visual evidence clearly demonstrating unresolved issues within the service scope. Any partial refund issued will be proportionate to the value of the missed areas as itemised on the original invoice.

Re-cleans and refunds are subject to the following conditions:

• The complaint is raised in writing within 48-hours of the original service.
• The property has not been re-occupied, altered, or cleaned by another provider prior to re-clean.
• The team attended but did not complete at least 75% of the The original booking has been paid in full and the service terms were adhered to by the customer (e.g. access provided, no disruption, utilities available).service (as listed on the invoice), supported by clear visual evidence.
• We reserve the right to investigate all claims and will make a decision based on visual evidence, service logs, and technician feedback.
• Refunds, if approved, will be calculated based on the portion of work not completed to standard, not on the total booking value, unless stated otherwise above.

DAMAGE AND LIABILITY

We carry public liability insurance up to £1,000,000 and in the event of a claim, the customer will be liable for the excess.

House Proud and its Labour Contractors take reasonable precautions to carry out services safely. However, we are not liable for injuries to persons (including customers, visitors, or third parties) that occur due to unsafe premises, failure to restrict access to active cleaning areas (e.g. wet floors), or factors outside our control. Customers are responsible for ensuring the safety of the environment during and after service, including the provision of wet floor signage in commercial premises. Any personal injury claims will fall under the scope of our public liability insurance, subject to the applicable excess.

Damage must be reported in writing within the period of 48-hours following discovery of the problem, with supporting evidence to info@houseproud.co.ukHouse Proud and its Labour Contractors will not be held responsible for alleged damage to items or property where photographic or inspection evidence reasonably suggests that the damage existed prior to the cleaning. Customers claiming an item or surface was previously undamaged must provide supporting evidence. Where surfaces or areas already show signs of wear, markings, or defects, we may deem a claim to be invalid. 

Claims based on subjective assessments, unsupported statements, or undocumented conditions will not be upheld. Customers are encouraged to request pre-clean inspection documentation if they wish to formally record the condition of specific areas before service begins. Customers may be required to provide proof of purchase, receipts, or documentation evidencing the original value and condition of the item in question. Failure to provide reasonable proof may result in the claim being denied.Valid claims may result in repair or compensation based on item value.

For the avoidance of doubt, we or the Labour Contractor shall have no responsibility or liability in relation to any of the following:

• Your failure to notify us of any defect with the services within the period of 48-hours following your discovery of such defect.
• Disruption to the services or damage to your property or belongings caused by third parties who are present on site during the performance of the services by either us or the Labour Contractor.
• Damage or defects caused by your negligence, wilful act or faulty workmanship, or that of any third party engaged or authorised by you to carry out any work for you
• Damage to items which require specialist or non-standard care or cleaning products where we or the Labour Contractor’s attention has not been specifically drawn to such requirements or where us or the Labour Contractor has followed incorrect care instructions provided by you.
• Pre-existing issues/wear and tear, damage, defects or faults in your property, its contents, your belongings, or irreplaceable goods.
• Any damages caused by faulty or broken items which lead to other damages
• Stains, scratches, burns, ingrained dirt, and other marks which cannot be removed with industry standard cleaning methods and materials.

Customers are advised to store valuables, fragile items, and sensitive materials in a secure location before the start of any booking. We and the Labour Contractors are not responsible for the loss or damage of items that are not securely stored.

Terms may change at any time without notice. Your continued use of our services confirms acceptance of updates.