Terms & Conditions

By booking any of Need A Clean / Orenda Service (The Company) services, either through our website’s booking form, e-mail, fax or phone, the Client (customer, you) agrees to be bound to these Terms and Conditions.
Any part of these Terms and Conditions may be changed at any time without notice. You are advised to read them before entering into an agreement with  (The Company) and regularly afterward and agree to be bound to the current version.

Last update 31/04/2021.

The Company introduces Cleaners, which are Self-employed, to the Client. The Company carefully selects and vets all of Cleaners, to ensure they are trustworthy and reliable.The Client will have the  same cleaner each visit. If the Client is not happy with the services provided by the Cleaner, the Company will introduce a replacement cleaner as soon as possible.

If the Cleaner is ill or on a holiday the Company will provide a replacement following an arragement with the Client, according to Company's availability for stuff.



The Company and The Client need to agree the number of hours which the Cleaner will be engage each week-minimum of two hours of week or three hours on fortnightly basis. The hours may be varied by further agreement.

Any estimate given initially is based on the average time it takes to clean a premise of a similar to the customer's size, yet the Client understands and agrees that a degree of flexibility is required as, without an inspection of the premises, a completely precise quote cannot be provided. You should acknowledge that an End of Tenancy, Spring and After Builders Cleaning (Post Construction Cleaning) (One-Off) cleaning of neglected premises require additional time for the cleaning work to be completed, sometimes up to three times longer than well maintained homes and business premises. 
The Client understands and agrees that the quoted price for regular cleaning services includes of cleaning labour only, if there is no additional agreement.


 The Client agrees to provide a list of tasks and all cleaning materials and equipment necessary for the work required, which must be safe and in full working order. The Company provides cleaning materials upon request for additional charge. We do not provide cleaning equipment for regular domestic cleaning.  


The Client will pay directly the Cleaner of the end of each cleaning visit by cash or cheque. Exceptions are the cases where other arrangements have been made between the Client and The Company.                          

5% administration fee of the total amount due will be applied on delayed payments, if not received within 14 days of receiving of an invoice, whether it is a hardcopy or electronically sent copy.  This additional 5% administration fee on the total amassed amount will be added for each week of delay. If the amount remains unpaid 30 days after its due date The Company has the right to collect its debts by any legal means; any fees and charges occurring from such a process shall be undertaken by the Client. The Company reserves the right to undertake legal procedures if a payment has not been received two months after its issue date.
The Company does not make refunds. The Client has a period of 24 hours to make a complaint if not satisfied with a cleaning job. Unless a good reason is given, the company will not consider any complaints which are notified after 24 hours of completion of a service. In case of complaint the Client must allow the cleaner to come back to the premise and re-clean until the Client is contended with the results, after which any outstanding balance is still to be paid to the company.


The Company  has Public Liability insurance. The policy covers accidental damages caused by an operative working on behalf of the Company; however, there is £150 excess on damage claims. The Client understands and accepts that poor service, breakage/damage or theft must be reported within 24 hours after the service has been completed. Failure to do so will entitle the Client to nothing.

Breakages up to £150 should be covered by the Cleaner.

The Company does not make any refunds or discounts on the amount payable by The Client in order to reimburse damage or poor service.


In case of damage The Company will make any effort to fix or repair the item. If the Client is not satisfied, therefore he/she needs to notify the Company in writing. The Company is obliged  to  pass all the necessary information to the Insurance company for a claim to be proceed.

The Client needs to provide The Company with supportive evidences refering to the claim.

All fragile and breakable items, also highly valuable assets in the premises must be removed or secured. Items excluded from liability are: cash, jewellery, items of sentimental value (the customer

will be credited with the items present cash value), art and antiques. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £20 per location liability limit.

The Company reserves the right not to be responsible for: delay of a cleaning visit due to traffic congestion or broken equipment, cleaning job not complete due to the lack of suitable cleaning materials and/or equipment in full working order, not being able to complete a cleaning service or the cleaning taking longer than initially quoted due to the lack ofhot water and/or electricity - the Client is obliged to provide access to hot water and electricity throughout the cleaning process; third party entering or present at  the customer's premises obstructing the cleaning process; wear or discolouring of fabric becoming more visible once dirt has been removed; failing to remove old/permanent stains that cannot be removed using standard cleaning methods; existing damage or spillage that cannot be cleaned/removed completely using cleaning materials and equipment provided by the customer or standard cleaning detergents and equipment; any damages caused by a faulty or not in full working order materials/equipment provided by the customer; not being able to remove dirt/grease that has been ingrained in appliances and furniture over a long period of time, using standard cleaning materials and equipment; accidental damages worth £50 or less; any accidental damages caused by our cleaners if the customer has an unpaid balance owed to The Company

 Insurance cover excludes anything that might break down or stop working at any time, such as: kitchen appliances – dishwashers, washing machines, cookers, fridges, freezers etc and any other item of which instability the Client is already aware or for which instability the cleaners have found out in the process of cleaning, such as bathroom appliances and fixtures – mirrors, shower doors and screens, taps, toilet bowls and tops, bath tubes etc; other items such as doors, framework, tables, shelves, vacuum cleaners. The Client is obliged to notify the agency or the cleaner about appliances which are poorly fixed or not in full working order in order to prevent accidents.

Cancellation & Termination

The Client may cancel a cleaning visit/s by giving at least 24 hours advanced notice. The Client may terminate the whole service by giving at least two week (14 days) advanced notice in writing and specifying the last cleaning date. The Client agrees to pay 60 per cent of the price of the cleaning visit if s/he cancels it less than 24 hours prior to the scheduled appointment. The Client agrees to pay the full price of the cleaning visit in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; or problem with the customer's keys. . The Client has the right to terminate the whole service by giving 24 hours notice before or immediately after the first cleaning visit only.

The Company reserves the right to cancel or re-schedule any arranged cleaning visit at any time. In an event of a cleaning visit being cancelled by us The Company will refund any payments received by the Client. In an event of a re-scheduled cleaning visit, all paying arrangements will proceed as usual.
The Company reserves the right to terminate any services provided with immediate effect if the Client breaches any part of these terms and conditions.

After Cancelation of a cleaning service

By entering into a Service agreement with The Company the Client agrees that after the cancellation of the whole cleaning service provided by us and after terminating the working relations with the agency, s/he will not use any cleaning services provided by or hire a present or past cleaner introduced to the Client by The Company. If the Client does wish to hire a cleaner or use cleaning services provided by such a cleaner then the Client must pay a referral fee of £2,000.

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