These terms explain how we run the routine week to week, how we handle access and finishes, and how we confirm each visit so you are not chasing updates.
Scope of work
Cleaning services are carried out on the recurring schedule you choose (for example: daily, weekly, or a set number of visits per week), normally before open, after close, or overnight. Each visit follows the site checklist we agree during walkthrough and setup, including close-down tasks, weekly floor and surface care where scheduled, and a quality check and lock-up.
Your proposal lists the included deliverables for your site, such as:
* Restrooms cleaned and reset * High-touch sanitizing round * Floors washed and rinsed * Trash and liner change * Kitchen degrease and wipe-down * Handover and move-out reset
Service levels
You can count on a consistent checklist, a clear arrival plan, and a close-out message after each visit when the site requires lock-up or handover. If a cleaner cannot make a visit, we cover the shift with another team member and keep the same checklist. We message your point of contact as soon as we know, and our site supervisor confirms arrival.
We handle issues by level: Routine (small misses or questions), Priority (something that will be noticed at opening), and Urgent (safety, leaks, broken glass, or anything that could stop you opening). We agree in writing what response time applies to each level for your site. If we miss an agreed level, we will repeat the missed task promptly and review the checklist so it does not repeat.
Payment
Cleaning services are billed as recurring periods. We invoice each period at the start of that period, and nothing is paid up front beyond that period. Every invoice is payable within 7 days of its date.
If there is any one-time onboarding for your site (for example: walkthrough, checklist setup, and key handover time), we will show it as a separate line item and invoice it once, at the start of the first period. If you ask us to add work that is outside the agreed checklist, we will price the change and agree it with you in writing before we do it, then invoice it with the next period or as agreed.
Price reviews
Because sites change over time, we review the recurring price at a regular interval. Our default is to review it annually, but if your schedule or site changes materially we may review sooner so the price still matches the workload.
If a new price is needed, we will give you written notice before it applies, with the notice period agreed in writing. The notice will explain what is changing and why, for example: longer open hours affecting the window, added restroom traffic, a new kitchen line increasing degreasing time, or floor finish care that requires different products and rinse time. If you do not accept the new price, you can end the recurring plan with the same notice process.
Access and keys
We need a working access plan before the first visit. That plan covers who holds the keys, how we enter and lock up, alarm steps, and what to do if access fails. We agree on one key and code process in writing before the first visit. We do not write keys, alarm codes, or lockbox codes into this agreement or an invoice.
For safety, you will hand keys and entry devices to our operations manager or site supervisor, or by another method we both approve in writing. We do not accept access details sent in a web form or ordinary email. If you want to use a building app or a password manager invite, tell us and we will confirm the method we can support. If building rules change the cleaning window, we adjust the schedule and confirm it by message.
What we need from you
To keep cleaning services smooth, you will name one day-to-day contact who can answer access questions and confirm any changes. You will tell us about changes that affect the work, such as new opening hours, construction nearby, new staff areas, a change in floor finish, a new sealer, or an inspector visit date.
You will keep the areas on the checklist reasonably ready at the agreed time, with safe access to water and power. If a space is locked, blocked, or unsafe when we arrive, we skip it and note it in the close-out message. If you want fragrance-free products, a building-approved chemical list, or specific paper goods, you can supply them. We note the exact items on the site checklist and use only what is listed.
Insurance
We carry the business insurance that a cleaning services team is expected to hold for day-to-day work, including our staff while on site. If you need proof of coverage for a building manager, tell us what they require and we will provide the standard certificate we have available.
You are responsible for insurance on your premises, fittings, stock, cash handling, and any items that are high-value, fragile, or irreplaceable. If there are areas with special rules, such as commercial kitchens, chemical storage, or controlled access rooms, you will brief us before we start so we can follow the site rules and note them on the checklist.
Damage and issues
If we notice damage, breakage, or a spill caused during our visit, we report it straight away and we also put it in writing to your named contact. If you notice an issue, tell us as soon as you can, and include photos if possible, so we can match it to the timing and the area worked.
We will first look for a practical fix: re-clean, re-rinse, spot-treat, or bring a supervisor back to assess. This matters for local finishes like green cantera stone and sealed concrete, where the wrong chemical or not rinsing can leave marks. If the issue is confirmed as caused by us and cannot be reasonably fixed by rework, we will agree with you in writing how it will be repaired or paid for. We do not accept responsibility for pre-existing damage, worn sealers, or surfaces that are already etched or unstable.
Our people
The price you pay covers more than the hours on site. It also covers recruiting, training, supervision, and the backup we provide when someone is absent. Because of that, you agree not to hire, contract with, or pay our on-site team members directly for cleaning work while this agreement is running.
This also applies for a period after the agreement ends, for a period we will state and agree with you in writing. If you want to add more hours or add another site, tell us and we will quote it through the same process so you still get scheduling cover, the same checklist, and quality checks.
How the plan runs
This is a recurring plan. Your proposal sets the cleaning frequency and the billing period (for example: weekly or monthly). Each new period renews automatically unless one of us ends it with notice.
Either side can end the recurring plan by giving written notice, with the notice period agreed in writing. We will keep providing cleaning services during the notice period as long as access remains available and invoices stay up to date. If you need to pause service for a short period because of closure or renovations, tell us as early as you can. We will confirm in writing whether the pause holds your time slot or whether we need to rebook you into a new schedule window when you reopen.
Limits in plain words
We take responsibility for the cleaning services we control: our work on the checklist, our choice and use of products, and how we leave the site at lock-up. If we make a mistake, we put it right by re-cleaning, redoing the missed item, or arranging a supervisor visit, and we handle confirmed damage as described above.
We are not responsible for losses we cannot control, such as loss of profit, lost bookings, reputational impact, or problems caused by building outages, broken plumbing, pests, or other contractors. We also cannot promise that every stain, smell, or construction dust condition will be fully removable in one visit. Where a result depends on time, access, or the condition of the surface or sealer, we will tell you what we see and what a realistic next step is.
Ending this agreement
Either side can end this agreement by giving written notice, with the notice period agreed in writing. On the end date, you will pay for cleaning services provided up to that day, including any already-started billing period that has been invoiced, unless we agree a different end-of-period finish in writing.
When the agreement ends, we return keys, entry devices, and any client-supplied items we hold, using the same safe handover method we agreed at the start. We also send any final close-out notes we have for the last visit, including any areas skipped due to access or safety. If you want a final deep clean or handover clean at the end, we can quote it separately and schedule it to match your move-out or reopening plan.
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