This retainer agreement sets out how we will deliver weekly home cleaning for you, on a repeat schedule, with a checklist we agree up front and then keep to. If you have accepted a proposal from us, that proposal and this agreement should be read together. If something is unclear, we will confirm it in writing before we start or before we make a change.
Scope of work
Weekly home cleaning is delivered as a 2 to 4 hour visit on the agreed day and time. Each visit is done to the room-by-room checklist we set with you during the walk-through, including the monthly deep-detail rotation item that month.
This agreement covers the items listed in the proposal under weekly home cleaning. One-off jobs like deep clean, move-in or move-out cleaning, office cleaning, carpet and upholstery cleaning by machine, and post-renovation dust-out are not included unless we price and book them separately.
* Room-by-room checklist * Bathroom clean and detail * Kitchen surface degrease * Floors and entry grit * Skirting lines and edges * Monthly deep-detail item
Service levels
You can count on a consistent routine: the same checklist, the same visit window, and a supervisor-led handover of notes. For day-to-day questions (like a timing tweak or a note about a room), we reply within the response time we have set for routine requests. For urgent issues (like a lock-out, alarm problem, or an access change that affects today’s visit), we treat it as priority and respond within the priority response time we have set.
If we miss a booked visit due to our side, we will offer the next available slot and confirm the plan in writing. If the miss creates a material gap, we will agree a make-up visit or a credit before the next invoice is due.
Payment
If there is a one-time setup for your plan, we take 25% to start it and the other 75% when the setup is complete. Setup covers the walk-through, the first version of the room-by-room checklist, and your access notes.
Weekly home cleaning is invoiced at the start of each month. Every invoice is payable within 7 days of its date. If an invoice is overdue, we will tell you what the impact is on upcoming visits before we pause or reschedule anything. Any separately booked work is invoiced on the terms shown on that booking and invoice.
Price review
We review retainer pricing at the review interval we use for ongoing clients, because costs and the scope of a space can change over time. If we need to change your price, we will give you written notice before the new price applies, and we will explain what is driving the change. A price change never applies part-way through a period you have already been invoiced for.
If your checklist changes in a way that clearly changes the visit load (for example, an extra bathroom added, a larger kitchen use, or higher-traffic floors), we will flag it and propose an updated price or visit time. We will only change the price once you agree it in writing.
Access and keys
Before the first visit, we agree access with you and write it into your access notes. This includes keys, lockbox location if used, entry codes, alarm steps, and who we should call if something does not work. Only the assigned crew and our supervisor get those notes.
For safety, do not send codes or alarm steps in an online form or in a normal email message. We will use our agreed method for sharing sensitive access details. If access changes, tell us as soon as you can so we can update the notes before the next visit. If we cannot enter safely or legally, we will not force entry, and we will confirm next steps with you.
What we need from you
Please name one main contact who can answer access questions and approve checklist changes. We do not want to chase different people each week, so we will rely on the contact you choose unless you update it in writing.
Please keep the space safe and ready for the visit. That means letting us know about hazards (for example, a slippery floor area, a broken step, or a pet with special handling), and telling us about changes that affect the work (renovations, new tenants, a shift to after-hours access, or rooms that should be left untouched). If you want to add or remove checklist items, we will update the checklist in writing before the next visit so there is no weekly argument about what “clean” meant.
Insurance
We carry the insurance we consider appropriate for cleaning work carried out by our team during booked visits. If you want confirmation of what we hold, ask and we will share the summary we use for clients.
You are responsible for insuring your premises and your contents, including any high-value or fragile items on site. If there are items you do not want handled or moved, tell us and we will note it on the checklist and in the access notes. If you have site rules we must follow (building sign-in, lift bookings, parking instructions, after-hours procedures), please provide them before the first visit so we can build them into the routine.
Damage and issues
If we damage something during a visit, we will report it the same day with a photo and a short note of what happened. We will also tell you what we have done immediately to make it safe, such as isolating a leak point or removing broken glass.
If something is damaged, we will agree the fix with you in writing. Depending on the situation, that can be repair, replacement, or a contribution toward a like-for-like replacement where repair is not practical. If we find an issue that is not ours to fix, such as a leak, mould, pests, or an electrical fault, we will flag it, avoid making it worse, and leave it for your contractor.
Our people
Our price covers recruiting, training, supervision, and keeping a reliable team available for your regular slot. Because of that, you agree not to hire or contract with any member of our team directly while this agreement is running.
This also applies for a period after the agreement ends. We will confirm that period in writing as part of your proposal or invoice terms. If you ask to hire someone you have met through our visits, we will either say no or offer an agreed buy-out option in writing, depending on the situation. This clause does not stop you using other service providers who have not been introduced through us.
How the retainer runs
This is a retainer for ongoing weekly home cleaning, billed monthly in advance at the start of each month. The plan renews from month to month unless either of us ends it by giving notice.
The notice period is the one we agree with you in writing for your plan. If you need to change the day or time, tell us as early as you can and we will offer the nearest slot we have. If you need to pause the plan, the notice and any restart fee are set out on the invoice. We will confirm any pause dates in writing so everyone is working from the same calendar.
What we are responsible for
We are responsible for doing the work with reasonable care and for following the checklist and access notes you have agreed with us. If we make a mistake, we put it right in a practical way, and we keep you informed in writing.
We are not responsible for pre-existing conditions in the property (for example, worn sealant, loose fittings, water damage, or ongoing mould) even if they become more visible after cleaning. We are also not responsible for delays or missed visits caused by lack of access, unsafe conditions, or instructions changing after we arrive. If you have specific “do not touch” items or areas, we need them in the checklist or access notes.
Ending the agreement
Either of us can end this retainer by giving the notice period we have agreed in writing for your plan. We will not make it difficult to leave. We will confirm the end date in writing and, if you want, we will propose a handover clean so the space does not drop between providers.
You pay for work done up to the end date, and for any booked work we have already carried out. If there are keys, lockbox keys, or access devices belonging to you, we return them promptly using the return method we agreed in the access notes. We will also provide the latest version of your checklist and a brief note of the current monthly deep-detail rotation if that helps your continuity.
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