Last updated: 2 October 2026
These Terms and Conditions (“Terms“) apply to all cleaning services provided by Urinak Cleaning (“we“, “us“, “our“) to you, the customer (“you“, “your“), and to your use of our website. Please read them carefully before making a booking. By booking a service with us you agree to these Terms. If you are booking as a consumer, nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. About us
Urinak Cleaning, 86a High Street, Beckenham, Kent, BR3 1ED, United Kingdom
Email: info@urinakcleaning.co.uk
Telephone: +44 7786 687791
2. Our services
We provide domestic and commercial cleaning services including general/standard cleaning, deep cleaning, end of tenancy cleaning, Airbnb and short-let cleaning, jet washing and garden cleaning, and commercial cleaning across London and surrounding areas. The scope of each service is as described on our website or as agreed with you in writing when you book.
3. Quotes and prices
- Our prices are as shown on our website or as quoted to you at the time of booking. Unless stated otherwise, prices include VAT where applicable.
- Hourly services are charged for the time booked, subject to any minimum booking duration stated at the time of booking. If more time is needed and you agree to extend the visit, the extra time will be charged at the same hourly rate.
- Quotes for services priced by property size, area or requirements are based on the information you give us. If the property is larger, more heavily soiled or materially different from what was described, we will explain this before continuing and may revise the price with your agreement.
- Written quotes are valid for 30 days unless stated otherwise.
- Same-day, bank holiday or urgent bookings may carry an additional charge, which we will tell you about before you confirm.
4. Making a booking
- You can request a booking through our online booking form, by telephone or by email. Submitting a booking request does not by itself create a contract.
- A binding contract is formed when we confirm your booking in writing (by email or text message) and, where required, receive your deposit.
- You must give us accurate and complete information when booking, including the property address, size, condition and any special requirements. Please check your booking confirmation and tell us straight away if anything is wrong.
- We reserve the right to decline a booking, for example if we cannot provide the service in the area or at the time requested.
5. Deposits and payment
- We may require a deposit to secure your booking. The amount will be confirmed when you book. Your deposit is deducted from the final price of the service.
- Unless otherwise agreed in writing, the balance is payable on the day the service is completed. Business customers and regular customers may, by agreement, be invoiced, in which case payment is due within 7 days of the invoice date.
- We accept payment by bank transfer, debit or credit card, and cash. If you pay in cash, please ask for a receipt.
- If payment is not made when due, we may suspend further bookings until the account is settled. For business customers, we reserve the right to charge statutory interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
- Tips are entirely optional.
6. Your responsibilities
To help us deliver the best possible service, you agree to:
- Provide safe access to the property at the agreed time, including any keys, codes or concierge arrangements.
- Ensure there is a working supply of electricity, running water and hot water at the property.
- Secure or remove valuables, cash, jewellery, fragile or sentimental items before the clean.
- Tell us in advance about any hazards, delicate surfaces or items needing special care, pets at the property, and any areas we should not clean.
- Keep pets secured where requested, and make sure the working environment is safe for our team.
- Provide parking or let us know about parking restrictions. Any parking, congestion or permit charges incurred in order to reach your property may be added to your invoice where agreed in advance.
7. Keys and access
Where you give us keys or access codes, we will keep them securely, record all key movements and only allow assigned team members to use them. Keys are returned to you or to an agreed key safe or concierge when the booking or regular service ends. If we are unable to gain access at the agreed time for reasons outside our control (for example incorrect codes, no one present, or a key not left as agreed), this will be treated as a late cancellation under section 8.
8. Cancelling or rescheduling by you
| When you cancel or reschedule | Charge |
|---|---|
| More than 48 hours before the scheduled start time | No charge – any deposit is refunded or carried over to your new date |
| Less than 48 hours before the scheduled start time | 50% of the booking price |
| On the day of the clean, or where our team cannot gain access or is turned away on arrival | 100% of the booking price |
Please contact us by phone or email to cancel or reschedule. Recurring (weekly, fortnightly or monthly) services can be ended at any time by giving us at least 48 hours’ notice before the next scheduled visit.
Your statutory right to cancel (consumers): if you booked online, by phone or by email as a consumer, you have the right to cancel the contract within 14 days of the day we confirm your booking without giving any reason. To cancel, tell us clearly by email or phone. If you have asked us to start the service within that 14-day period and then cancel, you will pay an amount proportionate to any service already provided before you told us you were cancelling. If the service has been fully completed within the 14-day period at your request, you will lose the right to cancel. Where your statutory cancellation rights apply, they take precedence over the late-cancellation charges above. Business customers do not have this statutory right.
Any refunds due will be made within 14 days using the same payment method you used, unless agreed otherwise.
9. Cancelling or changing by us
Occasionally we may need to cancel or reschedule a booking due to staff illness, severe weather, transport disruption or other circumstances beyond our reasonable control. If this happens we will contact you as soon as possible and offer an alternative date. If the new date is not suitable you will receive a full refund of any amounts paid for that booking. We may also stop or decline work if our team finds the property unsafe, the conditions are materially different from those described, or our staff are treated abusively; in that case you will be charged only for the work carried out and any reasonable costs incurred.
10. Our satisfaction guarantee
- If you are not satisfied with any part of the clean, please tell us within 24 hours of completion (72 hours for end of tenancy cleans), ideally with photographs of the affected areas.
- We will return, usually within 24 hours or at the earliest mutually convenient time, to re-clean the affected areas at no extra cost.
- End of tenancy cleans: if the landlord or letting agent’s check-out inspection identifies cleaning issues within the scope of the clean, and you tell us within 72 hours of the clean, we will return to re-clean those areas free of charge. This requires that the property has remained empty, unoccupied and unchanged since our clean, and that you provide a copy of the relevant report. We do not guarantee the outcome of any deposit dispute.
- The guarantee covers the cleaning we carried out. It does not cover pre-existing damage, normal wear and tear, permanent stains or marks that cannot be removed with professional cleaning, areas excluded from the booking, or issues arising after the property has been used again.
- Offering a re-clean does not limit your statutory right as a consumer to have services performed with reasonable care and skill, or to a price reduction where a repeat performance is not possible or not carried out within a reasonable time.
11. Exclusions
Unless agreed in writing in advance, our services do not include: moving heavy furniture or appliances; working at height beyond a standard step ladder; removing biohazards, bodily fluids, sharps or hazardous waste; treating pest infestations or mould remediation; removing rubbish beyond normal household waste from the clean; or cleaning items or surfaces that we reasonably consider unsafe or likely to be damaged by cleaning.
12. Damage, breakages and liability
- Our team is fully insured, including £2 million public liability insurance.
- If you believe something has been damaged or broken during our service, please tell us within 48 hours of the clean, with photographs where possible, so we can investigate. We will repair, replace or compensate you for loss or damage caused by our negligence.
- We are not responsible for damage caused by pre-existing faults or wear, items that were not properly fixed or installed, inherently defective materials, items of exceptional value that were not secured or disclosed to us in advance, or following specific instructions given by you.
- We are not responsible for losses that were not reasonably foreseeable, or for business losses where you are a consumer. For business customers, our total liability in connection with any booking is limited to the price paid for that booking, other than for claims covered by our public liability insurance.
- Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else which cannot be excluded or limited by law.
13. Complaints
We want you to be happy with our service. If you have a complaint, please contact us at info@urinakcleaning.co.uk or on +44 7786 687791. We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.
14. Events outside our control
We will not be responsible for any delay or failure to perform caused by events outside our reasonable control, such as extreme weather, transport strikes, pandemics or utility failures. If such an event affects your booking, we will contact you as soon as possible to rearrange or refund it.
15. Use of our website
All content on this website, including text, images, logos and design, belongs to Urinak Cleaning or our licensors and may not be copied or reused without our permission. We aim to keep website information accurate and up to date, but prices and availability may change. You must not use our website for any unlawful purpose, to submit false bookings, or to introduce viruses or harmful code. Links to third-party websites are provided for convenience and we are not responsible for their content.
16. Privacy
We handle your personal data in line with our Privacy Policy and use cookies as described in our Cookie Policy.
17. General
- We may update these Terms from time to time. The version in force at the time you make your booking will apply to that booking.
- If any part of these Terms is found to be unenforceable, the rest will remain in full force.
- You may not transfer your rights under these Terms to anyone else without our consent.
- These Terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
18. Contact us
Urinak Cleaning, 86a High Street, Beckenham, Kent, BR3 1ED, United Kingdom
Email: info@urinakcleaning.co.uk
Telephone: +44 7786 687791