Terms of service
Who we are
CLEANONGO LTD, registered in England and Wales no. 17140479. Registered office: 12 Deer Park Road, London SW19 3TL. Email: info@cleanongo.com.
We hold public liability insurance up to £1,000,000, with Simply Business.
The contract
Your booking becomes a contract between you and CLEANONGO LTD when your deposit is paid, and the price shown at checkout is fixed from then.
Your price
The total shown before you book is the full price for the work listed. We do not add charges at checkout. A discount code, if you have one, is taken off the total.
We are not VAT registered, so no VAT is added to any price on this site.
Paying
When you book you pay a deposit by card: £50 for regular home and office cleans, £100 for deep cleans and end of tenancy cleans. The deposit comes off your total, and is never more than the clean costs.
At checkout you authorise us to charge the rest of the price (the balance) to the same card once your cleaner has finished and we have marked the clean as done. If that payment does not go through, we email you to arrange another way to pay.
Card payments are handled by our payment provider, Stripe. We never see or store your card number.
Cancellation policy
We understand that plans can change. You can cancel or reschedule your booking directly through our website, using the link in your confirmation email. Moving your clean is free up to 24 hours before.
- Cancel at least 24 hours before your clean and we refund your deposit in full.
- Cancel less than 24 hours before and we may keep our actual cancellation costs, up to the amount of your deposit. We review every late cancellation and refund anything left.
- You have a 14 day cooling-off period from the day you book. If you cancel within it, before your clean has taken place, you get a full refund, even at short notice.
- If you asked us to start within the 14 days, your right to cancel ends once the clean has been fully completed.
- If our cleaner arrives at the agreed time and cannot get in, we treat it as a cancellation less than 24 hours before.
We never keep more than your deposit on a cancellation, and the balance is never charged for a clean that did not take place. When a refund is due it goes back to the card you paid with, and usually arrives within 5 to 10 working days.
Nothing in this policy affects your statutory rights.
If we have to cancel
If we have to cancel your clean, or our cleaner does not arrive, we refund your deposit in full and nothing else is charged.
Cancellation form
You do not have to use this form: an email to info@cleanongo.com quoting your booking reference also counts as cancelling, and the quickest route is the "Change or cancel your booking" link in your confirmation email. If you would rather use the form, copy it into an email or a letter, fill in the blanks and send it to us.
Model cancellation form (Consumer Contracts Regulations 2013, Schedule 3, Part B)
To CLEANONGO LTD, 12 Deer Park Road, London SW19 3TL, info@cleanongo.com:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service:
Booking reference: ______________
Date of the clean: ______________
Ordered on: ______________
Name of consumer(s): ______________
Address of consumer(s): ______________
Signature of consumer(s) (only if this form is notified on paper): ______________
Date: ______________
[*] Delete as appropriate
Satisfaction guarantee
Our Satisfaction Guarantee applies to Deep Cleaning and End of Tenancy Cleaning bookings only.
If you are not satisfied with any area covered by your booking, contact us within 24 hours of the service and let us know what needs attention. Where appropriate, we will arrange to re-clean the affected area at no additional cost.
The guarantee only applies to cleaning-related issues included within the original booking and does not cover damage, maintenance issues, permanent stains, or areas not included in the service.