Terms & Conditions - Move In / Out

1. Scope of Work

The cleaning service is based on the assessment carried out during our visit and is limited strictly to the cleaning tasks listed in the quotation document provided. Services are delivered in accordance with the agreed scope of works only. Any tasks not listed are excluded unless agreed in writing prior to commencement.

 

2. Service Limitations

2.1 We cannot guarantee the removal of:

• Permanent staining

• Limescale, rust, grease build-up, or mould where materials are worn, damaged, or deteriorated

• Mould within or beneath silicone sealant, grout, or permanently stained surfaces

• Pest-related contamination or damage

• Waste, furniture, hazardous materials, or abandoned items

• Odours, limescale, or staining caused by long-term use, mechanical faults, or internal issues within appliances such as washing machines or dishwashers

2.2 We do not undertake:

• Tasks requiring specialist equipment or posing a health and safety risk

• Pest treatment, waste removal, repair, or restoration work

• Removal of mould from painted surfaces including walls, ceilings, and skirting boards

• Removal of mould embedded in silicone, grout, or permanently damaged materials

 

3. Property Condition & Contents

• The property must be fully vacant of personal belongings, loose items, and stored contents at the time of cleaning unless otherwise agreed in writing.

• For health and safety reasons, we do not move, lift, dismantle, remove, or rearrange furniture or items.

• Any areas inaccessible due to remaining items will be excluded from the service. No refund, reduction, or re-clean will apply for excluded areas.

• We are not responsible for pre-existing damage, deterioration, or defects including (but not limited to) worn paintwork, damaged silicone, cracked tiles, rust, limescale, or long-term mould staining.

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4. Older & Period Properties

Older or period properties may have age-related wear, historic staining, surface deterioration, or materials that are no longer in original condition. Cleaning can improve presentation and hygiene but cannot restore surfaces to a “like new” condition.

 

Due to the age and condition of materials commonly found in older properties, certain marks, discolouration, or residues may not be removable through standard cleaning methods. This does not constitute an incomplete service where cleaning has been carried out in line with the agreed scope of works.

 

5. Part-Furnished or Furnished Properties

• Where a property is part-furnished or furnished, cleaning is carried out around fixed or landlord-owned furnishings only.

• All cupboards, drawers, work surfaces, and appliances must be cleared prior to cleaning.

• Cleaning is limited to empty and accessible areas only. Inaccessible areas are excluded from the scope of works.

 

6. Broken, Damaged, or Unsafe Items

We do not handle, move, clean, repair, or make safe any broken, damaged, or unsafe items, including but not limited to broken glass, damaged doors, frames, fixtures, or fittings.
Affected areas will be excluded from the service.

 

7. Property Access

• The Client must ensure safe and legal access to the property at the scheduled time.

• Where access cannot be gained, the booking may be cancelled and charged in accordance with Section 12.

 

8. Keys & Security

Where keys are provided, they will be handled with reasonable care and returned as instructed.
We accept no responsibility for property security once keys have been returned or access has been handed back to the Client or their representative.

 

9. Utilities & Working Conditions

The Client must ensure that electricity, hot water, adequate lighting, and heating are available during the service.
Where cleaning results are affected by lack of utilities, no refund or price reduction will apply.

 

10. Pricing & Payment Terms

• Prices are based on property size, condition, and information provided at the time of assessment.

• A 25% non-refundable deposit is required to secure the booking.

• The remaining balance is payable upon receipt of invoice unless otherwise agreed in writing.

• Properties found to be significantly dirtier than assessed may incur additional charges.

• Late payments may be subject to administrative or recovery fees.

 

11. Completion, Inspection & Acceptance

• Upon completion of the service, the Client or their representative is encouraged to inspect the property.

• Where written or verbal sign-off is provided, this confirms that the service has been completed in accordance with the agreed scope of works.

• Where no inspection takes place at the time of completion, the service will be deemed accepted unless any issues are reported in writing within 24 hours of completion.

• Any issues reported within this timeframe will be reviewed. Where an issue is validated as being within the agreed scope of works, NeatPro may, at its discretion, offer to rectify the affected area. Rectification does not entitle the Client to a refund or price reduction.

• Issues reported after the 24-hour period, or after the property has been occupied, accessed, or interfered with by any third party (including tenants, landlords, agents, or contractors), will not be accepted.

• ​Where any third party cleans, alters, or interferes with any cleaned area following completion and where no sign-off has taken place, NeatPro will be unable to assess the issue and no refund, price reduction, or re-clean will apply.

This clause does not affect the Client’s statutory rights under UK consumer law.

 

13. Cancellations & Rescheduling

• Cancellations must be made at least 48 hours prior to the scheduled appointment.

• Late cancellations may incur a charge of up to 50% of the booking fee.

• We reserve the right to reschedule or suspend services due to unforeseen circumstances, including staff illness, severe weather, or unsafe working conditions.

 

14. Liability, Insurance & Evidence

We hold appropriate public liability insurance. Nothing in these Terms limits or excludes liability that cannot be excluded under UK law, including liability for death or personal injury caused by negligence.

We are not liable for:

• Pre-existing damage

• Fair wear and tear

• Faulty or unsafe items

• Third-party inventory reports or deposit deductions

Subject to the above, our liability is limited to the cost of the service provided.

We reserve the right to take dated photographic or video evidence before, during, and after the service for quality control, health and safety, and dispute resolution purposes. All data is handled in accordance with UK data protection legislation.