Terms of Business

Terms of agreement for domestic cleaning services. Updated October 2026.

1. The service and the parties

1.1 J & J Cleaning Limited (“the Company”) operates a domestic cleaning agency. It introduces self-employed cleaners to customers and provides administration and coordination services. The Company does not employ cleaners or carry out cleaning.

1.2 The customer (“you”) engages the cleaner directly on a self-employed basis. You and the cleaner agree the tasks, schedule and working arrangements, subject to these terms and applicable law. The cleaner is not an employee, worker or agent of the Company.

1.3 The Company introduces or supplies a cleaner and arranges the agency service. It will reasonably confirm the cleaner, agreed hours, rates and relevant access or scheduling details. It does not supervise the cleaner’s daily work, control how the work is performed or guarantee continued availability. The service excludes personal care.

1.4 The Company aims to introduce cleaners suitable for domestic work. You are encouraged to meet or trial the cleaner to ensure you are fully satisfied before entering into this agreement. There is no commitment or contract between you and the Company until you sign these Terms of Agreement. If you are not satisfied with the cleaner or decide not to proceed prior to signing, you may decline the service without obligation. If at any time during the service you wish to change your cleaner, simply notify the Company and we will reasonably arrange a replacement introduction.

1.5 Before the service starts, the Company will confirm in writing:

• The cleaner’s hourly rate.
• The Company’s administration/service charge.
• The agreed cleaning hours.
• Payment dates.
• The start date.
• The cleaner supplied or introduced.
• Any agreed access, keyholding or scheduling arrangements.

The Company will give written notice of any change to a rate or charge before it takes effect.

The notice will state the revised amount and effective date. No change applies retrospectively.

1.6 The cleaner’s hourly rate may increase to reflect an increase in the applicable National Minimum Wage or National Living Wage. The Company will give written notice of the revised rate and effective date. The increase applies only to work carried out from that date and does not change the Company’s separate administration/service charge unless that charge is varied under these terms.

2. Payment arrangements

2.1 You pay the cleaner directly for hours actually worked at the confirmed rate. You and the cleaner agree the schedule and record the hours. Payment is due for completed work unless you and the cleaner agree another lawful arrangement in writing.

2.2 You separately pay the Company an administration/service charge for introducing or supplying the cleaner and providing agency, administration and coordination services. This charge is not the cleaner’s wages or fees and does not create an employment, worker, partnership or other relationship between you and the Company or between the cleaner and the Company.

The charge covers the Company’s continuing services, including introducing or supplying a cleaner, making initial arrangements, administration, coordination, record-keeping, customer communications and general operating costs. It remains payable and must not be withheld, reduced or redirected because a visit is missed, cancelled or not required, unless a refund is expressly due under these terms or applicable law.

2.3 Unless the service details state otherwise, the administration/service charge is payable monthly in advance by standing order on the agreed date. The service details must state the agreed cleaning hours and corresponding charge.

The charge remains payable while the Company provides the agreed agency service, even if a planned visit does not take place. You must not skip or suspend payment without the Company’s written agreement.

2.4 The administration/service charge is calculated on a 48-week charging year. The Company ordinarily does not charge for four weeks in each 52-week year. These four weeks cover any holiday periods or times during the year when the service is not used, giving you flexibility when you or the cleaner are away. These four non-charged weeks do not need to be taken all at once and can be used flexibly throughout the year. They do not give you the right to choose additional non-payment weeks or suspend payment at other times beyond the four-week allowance.

2.5 The minimum cleaning visit is two hours unless the Company confirms an exception in writing. This is a minimum visit length for the cleaner and does not create any additional minimum payment obligation to the Company beyond the administration/service charge stated in the service details.

2.6 You must set up, check and cancel your standing order. Each payment must be made in full and on time. You must monitor your account and promptly correct any failed, missed or delayed payment. Cancelling the standing order does not terminate this agreement or remove any amount properly due. Any attempt to avoid, omit or bypass the administration/service charge is non-payment.

2.7 If a payment is overdue, the Company will normally send a written reminder and allow a reasonable opportunity to resolve the issue. After written notice, if payment remains outstanding, the Company may:

• Pause its agency and coordination services.
• Suspend further introductions.
• Refer the undisputed overdue debt to a third-party debt collection agency or initiate legal proceedings to recover amounts properly owed under this agreement.
• Pass on any lawful, reasonable, and proportionate costs directly incurred in recovering overdue charges (including debt collection or legal fees).
• Treat persistent or deliberate non-payment as a material breach and terminate the agency arrangement under these terms.

The Company will not seek payment from you for the cleaner’s fees unless you separately agree that arrangement directly with the cleaner. No interest will be charged unless required by law.

2.8 A refund or waiver of the administration/service charge for an individual week, including a holiday week, is not automatic. Subject to applicable law, the Company may agree a refund or credit in exceptional circumstances. No refund or credit is due unless confirmed in writing.

The four-week allowance in clause 2.4 is the standard holiday and flexibility provision. There is no entitlement to additional non-charged weeks.

2.9 If you dispute a charge, contact the Company promptly and explain why. Pay any undisputed amount by the due date while the dispute is investigated. A dispute about the Company’s charge does not suspend your separate obligation to pay the cleaner for completed work.

2.10 The Company may review the administration/service charge to reflect increases in the cost of living, operating costs or the cost of providing its services. It may increase the charge no more than once in any 12-month period. It will give at least four weeks’ written notice stating the new amount and effective date. No increase applies retrospectively. If you do not wish to continue at the revised charge, you may end the agency arrangement under clause 3.2, subject to any applicable minimum initial period or statutory rights.

3. Bookings, changes, absence and cancellation

3.1 The Company will reasonably arrange the service, including introducing or supplying the agreed cleaner and helping confirm the regular schedule, expected hours and specific requests. You and the cleaner should agree the schedule, hours and requests. Changes to the cleaning work should be agreed directly with the cleaner. Notify the Company in writing if a change affects the administration/service charge, agreed hours, regular arrangement or the Company’s ability to provide its agency service.

3.2 By signing this agreement, you confirm that you have been given the opportunity to review and approve the introduced cleaner and are satisfied to proceed. Upon signing, a minimum initial usage period of 12 weeks applies.

After the initial 12-week minimum period, either you or the Company may end the agency arrangement by giving 28 days’ written notice by email or letter. Email notice must be sent to the Company’s designated email address and is effective when sent and received by the Company. Letter notice is effective when received. Notice is timed to coincide with a service-charge payment date, subject to statutory cancellation rights. Ending the agency arrangement ends the Company’s services but does not determine separate rights or obligations between you and the cleaner.

3.3 If the Company cannot provide the agreed agency service, including because it cannot introduce or coordinate an available cleaner, it may end the agency arrangement immediately by written notice.

The Company will refund any prepaid administration/service charge for the period after termination when the agreed agency service will not be provided, subject to any lawful deduction for services already supplied and applicable statutory rights. It is not responsible for the cleaner’s fees or for compensating the cleaner for work not carried out.

3.4 If a cleaner is ill, has an emergency or is unavailable, the Company will notify you as soon as reasonably practicable after being informed. It will reasonably try to introduce a replacement but cannot guarantee immediate cover or the same rate, schedule or tasks. Replacement arrangements may normally take one or two business days.

A replacement cleaner will be engaged directly by you on the self-employed basis described in these terms unless otherwise agreed in writing.

3.5 If you need to cancel or move a visit, tell the cleaner as early as possible. Notify the Company if the regular arrangement or administration/service charge may be affected.

You do not owe the Company a cancellation or missed-visit charge unless it is clearly stated in the service details or separately agreed in writing in advance and is lawful and reasonable. Any separate arrangement between you and the cleaner is between you and the cleaner and must comply with applicable law.

3.6 If you are not at home or the cleaner cannot gain access, no payment is due to the cleaner for work not carried out unless you and the cleaner agreed a lawful and reasonable missed-appointment charge in advance.

The Company’s administration/service charge remains payable for the relevant period unless the Company failed to provide its agreed agency service or a refund is otherwise due.

3.7 If a visit cannot proceed because the property is unsafe, access is unavailable or the requested work would be unsafe or unlawful, the cleaner may decline to proceed and should explain why where practicable. The Company may suspend or end its agency service if the issue is serious, repeated or cannot reasonably be resolved.

4. Cleaning tasks, supplies and property condition

4.1 The service covers ordinary domestic cleaning tasks agreed between you and the cleaner, which may include:

• Dusting accessible surfaces.
• Vacuuming, sweeping and mopping floors.
• Cleaning kitchen and bathroom surfaces.
• Wiping appliance exteriors.
• Other ordinary household cleaning tasks agreed in advance.

4.2 The service details or the cleaner should identify the tasks, priorities and areas to be cleaned. Available time may affect what is completed. Every task is not guaranteed on every visit unless specifically agreed.

4.3 Unless agreed in writing, the service excludes:

• Personal, medical, childcare and pet care.
• Moving heavy furniture or appliances.
• Work at height or beyond safe reach.
• Specialist stain removal or restoration.
• Hazardous waste, bodily fluids and pest treatment.
• Exterior window cleaning requiring specialist access.
• Unsafe, unlawful or non-standard domestic cleaning.

4.4 You provide the equipment, vacuum cleaner, implements and products needed for the agreed work. They must be safe, working and suitable for the surfaces being cleaned. You must explain relevant instructions or restrictions. Cleaners must not be asked to use bleach.

4.5 Secure or put away fragile, valuable or irreplaceable items before the visit. Tell the cleaner about delicate surfaces, known defects, alarms, restricted areas and other relevant risks.

4.6 The cleaner may refuse to use equipment or products that appear unsafe, defective or unsuitable. The cleaner should explain the issue and, where possible, agree a safe alternative.

5. Keys, access and security

5.1 Giving a cleaner a key, access code or alarm details is optional and must be agreed between you and the cleaner. Tell the Company if regular keyholding is intended.

5.2 Before handing over keys or access information, agree how they will be stored, used and returned, and what will happen if a key is lost or a security concern arises. Do not write your address or alarm code on a key tag.

5.3 The cleaner may use keys and access details only for the agreed service and must not copy or pass them to anyone else without your permission, except where required by law or necessary in an emergency.

5.4 When the service ends, return keys and access devices promptly under the agreed arrangements. Confirm any specific keyholding procedures before the service begins.

6. Damage, loss and complaints about cleaning

6.1 If you believe the cleaner caused damage or loss, notify the Company and the cleaner as soon as reasonably possible, ideally within 48 hours of discovering it. This is a requested reporting target and does not automatically remove your legal rights if you report later.

6.2 Provide details of what happened, the date and time if known, photographs, receipts or repair estimates and other relevant information. Keep damaged items where safe and avoid disposing of evidence before it is documented.

6.3 The Company will acknowledge the report, make reasonable enquiries within its agency role and may request further information. It will explain the outcome or next steps when reasonably practicable.

A report does not establish liability. The Company is not liable for the cleaner’s acts or omissions merely because it introduced or coordinated the cleaner. This does not exclude or restrict liability that cannot lawfully be excluded.

6.4 The Company does not provide insurance cover for individual property damage or losses arising from services performed by self-employed cleaners. Customers are reminded of their responsibility under clause 4.5 to secure and put away fragile, vulnerable, or irreplaceable items prior to each visit. Any claim or liability regarding injury, loss or damage on the property must be dealt with directly between the customer and the cleaner. The Company is under no obligation to process, accept, submit, or provide any insurance for the customer or cleaner.

6.5 The Company and cleaner will reasonably cooperate in investigating complaints. Nothing in these terms removes rights or remedies available under applicable law. Liability will be determined by the facts, applicable law and any separate agreement between you and the cleaner.

6.6 If you are dissatisfied with the cleaning, tell the cleaner promptly. If the issue is not resolved, contact the Company. Explain what was agreed, what was not completed and the outcome you seek. The Company may assist with communication or coordination but does not guarantee the quality of the cleaner’s work.

7. Insurance, checks and safeguarding

7.1 Insurance and Liability Cover

7.1.1 Agency Insurance
The Company maintains general agency liability insurance appropriate to its administrative, coordination and agency-related activities. This insurance is separate from the insurance arrangements maintained for individual cleaners.

7.1.2 Cleaner Insurance
The Company confirms that cleaners introduced to clients through its services are covered by insurance, subject to the terms, conditions, exclusions and limits of the applicable insurance policy.

7.1.3 Scope of Cleaner Insurance
Such cover is intended to provide protection where a cleaner is accidentally injured while carrying out cleaning activities at a client’s premises, provided that the client has supplied and maintained a safe working environment and has not required the cleaner to carry out any task that places the cleaner’s health or safety at unreasonable risk.

7.1.4 Eligible Incidents and Injuries
Subject to the applicable policy terms, the cleaner is intended to be covered for eligible incidents or injuries arising while carrying out authorised cleaning activities in that safe environment.

7.2 The Company will supply or introduce cleaners through its stated agency process. Information about a cleaner’s identity, references or experience will be provided only where available and appropriate. Such information does not guarantee suitability, conduct or future availability and does not change the cleaner’s self-employed status.

7.3 Tell the cleaner and the Company in advance about pets, children who may be present, allergies, access needs and known risks, including animals that must be secured, unsafe areas or products to avoid.

7.4 Keep children and pets safe and supervised during cleaning. The cleaner may ask for pets to be secured or an area cleared where reasonably necessary for safe working. The service excludes childcare and pet care.

7.5 You and the cleaner must treat each other respectfully and must not request unsafe, discriminatory, unlawful or inappropriate conduct. The Company may review, suspend or end its agency arrangements where there is a serious safety or conduct concern, subject to applicable law and these terms. This does not make the Company responsible for supervising the cleaner or resolving every dispute between you.

8. Privacy and personal information

8.1 The Company will use personal information, including names, contact details, addresses, service requirements, payment administration details and relevant access or safety instructions, to arrange and administer the agency service, communicate with you and the cleaner, handle complaints and comply with legal obligations.

8.2 The Company will share information with the cleaner and relevant service providers only where reasonably necessary to arrange or coordinate the service, handle an issue or comply with the law. It will maintain appropriate safeguards and retain information only as long as reasonably necessary or legally required.

8.3 Do not provide more sensitive information than necessary for safe service delivery. For questions about your information or to exercise a data protection right, contact [email protected].

8.4 The Company’s privacy notice explains the lawful bases for processing, retention periods, recipients, individual rights, the complaint route to the Information Commissioner’s Office and any applicable data-sharing arrangements.

9. Complaints and disputes

9.1 Raise concerns about the Company’s agency service by telephone on 020 8869 1144 or by email at [email protected]. Include your name, address, visit date and a clear description of the issue. Where practicable, raise complaints about the cleaner’s work with the cleaner directly.

9.2 The Company will aim to acknowledge complaints within five working days and provide a substantive response within 15 working days. If more time is needed, it will explain why and give an expected response date.

9.3 The Company will review relevant information impartially and explain any proposed resolution within its agency role. This may include an apology, practical remedy, or discussion.

Any refund or compensation payable by the Company depends on the circumstances, these terms and applicable law. The Company is not responsible for compensating you for the cleaner’s work unless liability is established against the Company under applicable law.

9.4 If a complaint cannot be resolved informally, the parties may agree to mediation or another appropriate dispute-resolution process. This does not prevent either party from seeking advice or using a court or statutory process where available.

10. Ending the agreement and refunds

10.1 Termination arrangements for the Company’s agency service are set out in clause 3.2 and the service details. Any minimum initial period and 28-day notice requirement must be clearly disclosed before you commit and comply with consumer law.

These arrangements do not automatically terminate or change any separate agreement between you and the cleaner.

10.2 You may give notice by email or letter. Email notice must be sent to the Company’s designated email address and is effective when sent and received by the Company. Letter notice is effective when received.

The Company will confirm the termination date and any final charge or refund. You must continue making all payments due under the agreement, including by standing order, until the termination date and final payment obligations are satisfied. Do not cancel or amend the standing order before those obligations are clear unless the Company agrees otherwise in writing. Once they are clear, cancel the standing order promptly to prevent further payments. You must separately notify the cleaner and pay any amount due for completed cleaning work.

10.3 If the Company ends the agency arrangement because it cannot provide the agreed service, it will refund any prepaid administration/service charge for the period after termination when it will not provide that service, subject to any lawful deduction for services already supplied and applicable statutory rights.

The Company does not owe a refund of the cleaner’s fees for completed or uncompleted work unless required by law or agreed directly with the cleaner.

10.4 If you end the agency arrangement during a stated minimum period or without the required notice, the Company may charge only amounts that:

• Are clearly stated in the service details.
• Were disclosed before you committed.
• Represent a lawful and reasonable payment for services or loss actually incurred.
• Are not prohibited by consumer law.

The Company will not automatically charge the entire remaining administration/service charge unless that obligation is lawful, transparent and enforceable.

10.5 Nothing in these terms limits any statutory cancellation right applying to a distance contract or a contract made away from business premises. Where such rights apply, the Company must provide the required pre-contract information and cancellation instructions and obtain any required express request before starting services during the cancellation period.

If you validly cancel after services have begun, any payment due will be calculated under applicable law and the information provided before the contract was made.

11. General legal terms

11.1 These terms, the completed service details and any agreed task list form the agreement between the Company and the customer for the Company’s agency, introduction, supply, administration and coordination services.

They do not create an employment contract between the Company and the cleaner, make the cleaner an employee or worker of the Company, or replace any separate agreement between the customer and the cleaner. Any change must be confirmed in writing.

11.2 If any provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law.

11.3 Nothing in these terms excludes or restricts liability where unlawful, including liability that cannot legally be excluded for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or non-excludable consumer rights.

Subject to this clause, the Company is responsible only for its own acts and omissions in providing the agency service. It is not responsible for the cleaner’s acts or omissions merely because it introduced, supplied or coordinated the cleaner.

11.4 The Company does not guarantee that a particular cleaner will remain available indefinitely. It will reasonably try to arrange a replacement introduction when required under the service and communicate relevant changes.

A replacement cleaner will be engaged directly by you on the self-employed basis described in these terms unless otherwise agreed in writing.

11.5 This agreement is governed by the law of England and Wales. Disputes will be dealt with by the courts with jurisdiction under applicable law. This does not remove mandatory consumer protections.

11.6 Without the Company’s prior written consent, you must not directly or indirectly engage, employ, contract with or make private arrangements with any cleaner introduced or supplied through the Company, other than through the Company’s agency service, during this agreement or for 12 months after the agency arrangement ends.

This applies whether the arrangement concerns the same property or another property or service.

11.7 If you wish to continue using a cleaner after ending the Company’s service, or arrange additional or separate work with a cleaner introduced through the Company, you must first notify the Company and obtain its written agreement. The Company may require a reasonable introduction, transfer or administration fee where lawful, reasonable and disclosed in writing before the arrangement is made. No fee will be imposed unless its amount or calculation basis was provided in advance.

11.8 You must not encourage, induce or assist a cleaner introduced through the Company to stop working through the Company or enter into a private arrangement with you without the Company’s knowledge and written consent. You must not use contact details or other information provided through the agency service to bypass the Company’s administration or service charge.

11.9 If you breach clauses 11.6 to 11.8, the Company may treat the breach as material, suspend or terminate its agency services and seek any lawful remedy, including reasonable losses or costs directly resulting from the breach. It may also seek an injunction or other court order where appropriate.

These clauses do not prevent you from exercising a statutory right or entering into an arrangement with the Company’s written consent.

11.10 Clauses 11.6 to 11.9 protect the Company’s legitimate business interests, including the costs of introducing, supplying, coordinating, administering and supporting cleaners and maintaining operational arrangements. They apply only to the extent permitted by law.

12. Customer acknowledgement and signatures

12.1 By signing below, you confirm that you received and had an opportunity to read these terms, understand that the Company supplies or introduces a cleaner and provides an agency service rather than carrying out the cleaning, understand the separate payment arrangements for the cleaner and the Company, and agree to the completed service details. You should receive a copy of the signed agreement.

12.2 Before the service begins, the Company will confirm in writing via email (sent with or following the initial booking confirmation) the key service details, including:

• The cleaner’s current hourly rate.
• The Company’s administration/service charge.
• The payment dates and standing order details.
• The planned cleaning hours and schedule.
• The start date.
• The name of the cleaner supplied or introduced.
• Any agreed access, keyholding, or task arrangements.

The Company will also explain that you engage the cleaner directly on a self-employed basis and that its charge is separate from payment for cleaning work.

12.3 You acknowledge that the cleaner was introduced or made available through the Company and that the Company arranged or coordinated the service. You agree not to make private arrangements with that cleaner or use the cleaner’s contact details to bypass the Company’s agency service or administration/service charge, except with the Company’s prior written consent and subject to any lawful fee agreed in writing.

Customer declaration

I confirm that I have received and read these Terms of Agreement and agree to them.

I confirm that I have been given an opportunity to review the introduced cleaner and am fully satisfied with the cleaner and the arrangements prior to signing this agreement. I understand that there is no contractual commitment prior to signing, but that by signing this document I agree to the 12-week minimum usage period set out in clause 3.2. I understand that if I wish to change my cleaner at any point, I may request a replacement through the Company.

I understand that J & J Cleaning Limited supplies or introduces a cleaner and provides an agency, introduction, administration and coordination service. The Company arranges the service but does not employ the cleaner or carry out the cleaning. I pay the cleaner directly for cleaning work and pay J & J Cleaning Limited a separate administration/service charge.

I understand that information available about a cleaner does not guarantee the cleaner’s future conduct, performance, suitability or availability.

I understand that the administration/service charge covers the Company’s continuing agency and administrative services, including supplying or introducing the cleaner, making initial arrangements, coordination, administration and operating costs. I must not skip or withhold it unless a refund is due under the agreement or applicable law.

I understand that the charge is calculated on a 48-week charging year, with four ordinarily non-charged weeks in each 52-week year. Any additional refund or credit is discretionary and subject to applicable law.

I understand that the Company may review and increase the administration/service charge no more than once in any 12-month period to reflect increases in the cost of living, operating costs or the cost of providing its services. If the charge increases, the Company will give me at least four weeks’ written notice stating the new amount and effective date.

I agree to set up and maintain the standing order so the administration/service charge is paid in full and on time. I understand that I must check that payments are made successfully and promptly correct any failed, missed or delayed payment. Cancelling or stopping the standing order does not end this agreement or remove any amount properly due.

I understand that to end the Company’s agency arrangement, I must follow the termination process in these terms, including any minimum initial period and notice requirements. I must give notice in the required form, continue payments until the termination date and final payment obligations are satisfied, and cancel the standing order only after those obligations are clear. I must also separately notify the cleaner and pay any amount due for completed cleaning work.

I understand that any separate agreement concerning the cleaner’s work is between me and the cleaner. I must not make private arrangements with a cleaner introduced through the Company or use the cleaner’s contact details to bypass the Company’s agency service or administration/service charge without the Company’s prior written consent. I understand that breaching these requirements may result in suspension or termination of the Company’s services and lawful recovery action.