Terms of Service & Client Agreement

By booking or using the services of Kechkay Cleaning (“we”, “us”, “our”), part of the Kechkay Group, you (“you”, “the Customer”) agree to this Client Service Agreement. Please read it carefully — you confirm acceptance when you tick the agreement box at booking, and we record the version and time of your acceptance with your booking.

1. Who we are

Kechkay Cleaning, 119 Ivy House Road, Dagenham RM9 5RP. Contact: hello@kechkaycleaning.co.uk. We provide residential domestic cleaning across East London and South Essex.

2. Scope of services — what's included

We provide residential domestic cleaning only — regular home cleans, deep cleans, end of tenancy, after builders, Airbnb/short-let turnarounds and one-off cleans. We do not provide office, retail or other commercial cleaning unless expressly agreed in writing.

What each clean includes is set out in our Service Scope (shown on the relevant service page and in the booking flow). In summary, every clean includes kitchen and bathroom cleaning, dusting, vacuuming and mopping floors, mirrors and glass, emptying bins, and making beds. Deep, End of Tenancy and One-Off cleans additionally include inside the oven, inside the fridge/freezer and inside cupboards.

3. Extras

Some tasks are optional paid extras and are only carried out if you select and pay for them at booking — including washing up/dishes, changing bed linen (other than Airbnb turnarounds, where it is included), laundry, ironing, and standalone oven, fridge, inside-window, cupboard or balcony cleans. Prices are shown when you book.

4. Out of scope

We may decline tasks our cleaner reasonably considers unsafe or out of scope. The following exclusions apply to every clean and are set out in detail in clause 5.

5. What our cleaners will not do

Our cleaners will not carry out the following work. If you need any of these tasks, you will need to arrange them separately — they are not part of our service:

• Exterior windows above ground-floor reach; anything needing ladders beyond step height
• Biohazards: bodily fluids, pet/human waste, mould remediation, hoarding/infestation
• Lifting/moving heavy furniture or white goods (we clean around/behind movable items only)
• Cleaning up after pets beyond normal floors
• Garden, garage, loft, or outdoor jet-washing (beyond the balcony tidy)
• Childcare, pet care, or running personal errands
• Using customer chemicals that are unlabelled or unsafe to mix

6. Equipment

At booking you choose either to supply equipment and products at the property, or to have the cleaner bring their own. If you choose to supply equipment, you confirm you have at least a working vacuum, mop and basic cleaning products available and in safe working order. If chosen equipment is unavailable or unsafe on the day, the cleaner may be unable to complete the clean and the booking may still be chargeable (see clause 9).

7. Bookings and confirmation

All bookings are subject to availability. A booking is confirmed only when you receive written confirmation from us (and, where upfront payment applies, when payment is completed). We may decline or cancel any booking; where we cancel, you receive a full refund of any payment made. If we cannot cover your slot, you get a full, no-quibble refund. You are responsible for the accuracy of the information you provide; material differences found on arrival may change the price or duration (clause 8).

8. Pricing and property condition

Prices are as quoted in the booking flow at the time of booking, based on the property details and options you select — including the property condition you choose (Well-kept, Lived-in or Heavily soiled). Introductory or promotional discounts apply only per their stated terms.

You self-assess the property condition at booking. Your cleaner confirms the condition on arrival. If the property is materially worse than described — for example, significantly more cluttered, greasy or neglected — we may adjust the price or duration with your agreement before proceeding, or reschedule the visit. Where practical we will tell you before proceeding. No photos are required at booking; this keeps your booking instant while protecting our cleaners' time.

9. Payment and invoicing

Payment is due as shown at booking — either upfront to confirm the booking, or by invoice on completion, as applicable. Invoices are payable by the date stated (card or bank transfer). We may pause or decline future bookings where invoices are overdue. Recurring (regular) cleans are charged per visit at the agreed rate for the chosen frequency.

10. Cancellations, rescheduling and lockouts

You may cancel or reschedule up to 24 hours before the scheduled start at no charge. Cancellations or reschedules within 24 hours may incur a fee of up to 50% of the booking value. No-shows, or where we cannot access the property at the agreed time and cannot reach you (“lockout”), may be charged in full. We may cancel due to illness, safety, weather or circumstances beyond our control; in that case we will reschedule or fully refund the affected visit.

11. Access

You are responsible for providing safe, timely access at the agreed time (keys, codes, or being present). Any keys or access details you provide are handled securely and used only to deliver your clean. If access is not possible and we cannot reach you, clause 10 (lockout) applies.

12. Satisfaction guarantee

If you are not satisfied with the quality of your clean, tell us within 24 hours and we will arrange a complimentary re-clean of the affected areas. End of Tenancy cleans carry a 48-hour re-clean guarantee if the letting agent or landlord raises a cleaning issue. The guarantee covers re-cleaning; it does not entitle you to a refund where a re-clean is offered and reasonably declined.

13. Liability, insurance and breakages

We hold public liability insurance of £1,000,000 and employers' liability insurance of £10,000,000, underwritten by Allianz Insurance plc. A certificate of insurance is available on request. In the unlikely event of damage caused by our cleaner, you must report it within 24 hours of the service so we can investigate. We are not liable for pre-existing damage; wear and tear; items not properly secured; or fragile items not pointed out in advance. Nothing in this agreement limits liability for death or personal injury caused by negligence, or any liability that cannot be excluded by law.

14. Our cleaners (non-solicitation)

Our cleaners are engaged exclusively through Kechkay Cleaning. You agree not to directly engage or pay (outside Kechkay) any cleaner introduced to you through our service for 12 months following their last assignment with you. If you wish to do so, contact us about a release fee.

15. Conduct and safety

You agree to provide a safe working environment and to treat our cleaners with respect. We may withdraw service where a cleaner is subjected to unsafe conditions, harassment or abuse, and such a visit may be chargeable.

16. Data protection

We process your personal data (contact details, address, access information and booking history) to provide and improve the service, in line with UK GDPR and our Privacy Policy. We do not sell your data. Marketing is sent only where you have opted in, and you can opt out at any time.

17. Complaints

Raise any concern with us at hello@kechkaycleaning.co.uk; we aim to respond within 2 working hours during business hours and to resolve complaints promptly and fairly.

18. Changes to these terms

We may update this agreement from time to time. The version in force is the one you accepted at the time of your booking; the current version and date are shown at the top of this page.

19. Governing law

This agreement is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

20. Contact

For questions about this agreement, contact us at:
Kechkay Cleaning Ltd
119 Ivy House Road, Dagenham RM9 5RP
hello@kechkaycleaning.co.uk