TERMS & CONDITIONS
for the supply of domestic cleaning services by Linen Sage
Version: 1.0
Last updated: 18 December, 2025
1. Definitions
1.1 “Business”, “We”, “Us”, “Our” means Linen Sage.
1.2 “Customer”, “Client” means the person requesting cleaning services.
1.3 “Services” means the domestic cleaning services provided by Us to the Customer at the Customer’s address.
1.4 “Cleaning Visit” means a scheduled visit by Our cleaner at the Customer’s address to carry out the Services.
1.5 “Address” means the Customer’s premises where the Services are to be carried out.
1.6 “Optional Extras” means additional services outside the Standard Cleaning Service as documented and quoted separately.
2. Contract Formation
2.1 These Terms & Conditions constitute the agreement between Us and the Customer once the Customer books or accepts a quotation for the Services.
2.2 The quotation (or rate schedule) and the Customer’s booking acceptance together form the contract.
2.3 No variation of these Terms is valid unless agreed in writing by Us.
3. Services – Standard Cleaning & Optional Extras
3.1 The Standard Cleaning Service covers the core tasks as listed in the Services schedule on our website
3.2 The Services are available on a schedule agreed with the Customer (e.g., weekly or fortnightly, one-off cleans).
3.3 Optional Extras may be requested by the Customer; they are quoted separately and are not included in the Standard Cleaning Service.
3.4 We reserve the right to adjust the time required if the property’s condition or size differs significantly from the initial quotation.
4. Availability & Rates
4.1 Our availability and pricing follow a structured schedule and we will confirm the final quote clearly before booking
4.2 Minimum hours may apply for each Cleaning Visit; Weekend rates may differ
4.3 Our regular rates cover the Standard Cleaning Service as described for regular weekly or fortnightly servicing; Optional Extras will incur additional charges.
4.4 Prices may vary depending on property size, condition and location. We will confirm the final quote clearly before booking.
4.5 One – off deep cleans & End of Tenancy cleans are priced separately, depending on property size, condition and location. We will confirm the final quote clearly before booking.
5. Payment
5.1 Payment can be made by cash or bank transfer.
5.2 For regular scheduled visits, payment is due within 24 hours of the invoice date. Advance deposit may be required for services such as one-off, deep cleans, or end of tenancy cleaning. Full payment may be required on the day of the visit or as otherwise agreed.
5.3 Failure to pay by the due date renders the Customer in default. We reserve the right to suspend or cancel further Services until payment is received.
5.4 Late payment or non-payment: If an invoice remains unpaid after 5 calendar days we may charge interest at a rate of 5% above the Bank of England base rate per annum, and/or refer the debt to a collection agency. Any additional costs incurred by Us in recovering late payments may be charged to the Customer.
6. Cancellation & Access
6.1 The Customer must provide access to the Address at the agreed date and time for the Cleaning Visit.
6.2 If the Customer cancels or changes a scheduled visit with less than 24 hours’ notice, or if access is blocked or keys not provided, the full price for that visit remains payable.
7. Customer Responsibilities
7.1 The Customer shall provide safe access, running hot water, electricity, lighting and any required cleaning materials (unless otherwise agreed).
7.2 The Customer shall secure pets or other hazards and remove any items the Customer does not wish to be cleaned.
7.3 The Customer must inform Us of any special cleaning tasks, safety issues or delicate items requiring care.
8. Insurance and Liability
8.1 The cleaner whose services are used by the Customer will be covered primarily by the Customer’s own home and contents insurance policies, and, as a contingency, covered by Linen Sage’s Public Liability insurance, which provides up to £2 million of public liability cover. This contingency cover applies only where any loss or damage is shown to have been caused by negligence of the cleaner while carrying out the Services.
8.2 The policy provides indemnity for accidental damage or loss caused by the cleaner during the course of their duties, subject to the insurer’s terms and conditions. Linen Sage cannot accept liability for any excess applicable to each claim, which shall be the Customer’s responsibility.
8.3 The policy does not cover:
- Theft, disappearance or unexplained loss of possessions
- damage valued below the excess threshold
- damage caused by the use of bleach or other prohibited substances
- normal wear and tear
- damage unrelated to negligence on the day of the Cleaning Visit
8.4 Any claim for damage must be reported to Linen Sage within 24 hours of the Cleaning Visit. We reserve the right to inspect and assess the damage before any claim is submitted to the insurer.
8.5 Our liability is limited to the scope of our Public Liability policy and does not extend to consequential or indirect losses.
9. Quality & Complaints
9.1 We aim to deliver Services to a professional standard. If the Customer is dissatisfied with any aspect, they should notify Us within 24 hours so that we can rectify the issue.
9.2 We do not offer refunds for services already carried out unless explicitly agreed in writing.
9.3 We retain the right to decline further work if the Customer fails to meet their responsibilities, or repeatedly refuses to cooperate.
10. Termination
10.1 Either party may terminate the contract on giving 7 calendar days written/email notice (for regular scheduled cleaning).
10.2 We may terminate immediately if the Customer fails to make payment when due, or breaches any term of this agreement.
10.3 The Customer remains liable for any outstanding payments up to the date of termination.
11. Data Protection & Confidentiality
11.1 We will treat all personal data in accordance with applicable data protection legislation (e.g., UK GDPR).
11.2 We will not share the Customer’s personal data, booking details or images without explicit consent.
12. Force Majeure
12.1 We will not be liable for any delay or failure to provide Services caused by circumstances beyond our reasonable control (e.g., illness, severe weather, transport disruption).
12.2 Where possible we will reschedule the visit.
13. Governing Law
This agreement is governed by the laws of England and Wales and is subject to the exclusive jurisdiction of the English and Welsh courts.