Terms of Service

Last updated: 10 July 2026

These terms of service (“Terms”) govern the provision of cleaning services by White Glove Cleaners (“we”, “us”, “our”) to you, the customer. By booking a clean with us – online, by phone, by email or by WhatsApp – you agree to these Terms.

1. Who we are

White Glove Cleaners provides domestic and commercial cleaning services in Southampton and surrounding areas, including regular home cleaning, one-off deep cleaning, Airbnb and short-let changeover cleaning, and housekeeping for serviced accommodation and small hotels.

Contact: hello@wgcleaners.co.uk · 07356 250263

2. Bookings and quotes

• All bookings are requests until we confirm them in writing (including by WhatsApp, SMS or email).
• Quotes are based on the information you provide about the property’s size, condition and access. If the property differs materially from what was described, we may revise the price on arrival or reschedule the clean.
• Guide prices published on this website (e.g. weekly cleans £55–£70) are indicative and may vary depending on the size and condition of the property.
• Promotional offers (including “25% off your first clean”) are limited as stated, apply to first-time customers only, cannot be combined with other offers, and may be withdrawn at any time before booking confirmation.

3. Access, keys and security

• You must ensure we can access the property at the confirmed time – in person, via key safe, concierge or agreed handover.
• If we cannot gain access within 20 minutes of the scheduled start time, the visit is treated as a late cancellation under our Cancellation Policy and the applicable fee is charged.
• Keys and codes entrusted to us are stored securely, never labelled with your address, and are covered by our key-handling procedures.

4. Our service standard

• Every clean is delivered against our published White Glove checklist and completed with a final quality check.
• If you believe a clean has not met the agreed standard, notify us within 24 hours of completion and we will return to re-clean the affected areas free of charge. This re-clean is our sole remedy for quality complaints, and refunds are given at our discretion.
• We may decline or stop work where conditions are unsafe, unsanitary beyond the agreed scope (e.g. biohazards, pest infestations), or where our team is treated abusively.

5. Your responsibilities

• Secure or disclose fragile, high-value or sentimental items before the clean.
• Tell us in advance about pets, alarms, parking restrictions and anything else that affects the visit.
• Provide a safe working environment, including working utilities (hot water and electricity).

6. Payment

• Payment is due as stated on your booking confirmation – for one-off cleans, on or before the day of the clean; for regular clients, per visit or by monthly invoice as agreed.
• Late invoices may incur statutory interest and reasonable recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998 (business clients).

7. Cancellations and rescheduling

We operate a strict cancellation policy. Please read the full Cancellation Policy, which forms part of these Terms. In summary: changes are free with 48+ hours’ notice; fees apply inside 48 hours; no-shows and lockouts are charged in full.

8. Liability and insurance

• We hold public liability insurance covering our cleaning services.
• Any accidental damage must be reported to us within 24 hours of the clean. We will investigate promptly and, where we are responsible, repair, replace or compensate at our reasonable discretion.
• We are not liable for pre-existing damage, wear and tear, damage arising from defective items or surfaces, or items not disclosed under section 5.
• Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or anything else that cannot be limited by law. Otherwise, our total liability for any clean is limited to the price paid for that clean or the limits of our insurance, whichever is greater.

9. Non-solicitation of staff

Our team is our business. You agree not to directly employ or engage any of our cleaners (other than through us) during your time as a client and for 6 months afterwards. If you do, you agree to pay a recruitment fee of £750 to cover our hiring and training costs.

10. Consumer rights

If you are a consumer, nothing in these Terms affects your statutory rights, including your rights under the Consumer Rights Act 2015 to services performed with reasonable care and skill.

11. General

• We may update these Terms from time to time; the version in force at the time of your booking applies.
• These Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.