TERMS
How booking, payment, access and putting-things-right work at Clenza. No legalese. If anything here is unclear, ask us and we'll explain it.
Last updated 24 August 2026.
Clenza is a domestic cleaning business based in Chorley, England, run as a sole trader. These terms are the agreement between you and Clenza whenever you book a clean, whether you book online, by message or by email.
By booking a clean you accept these terms. Nothing in them takes away any right you have under UK consumer law. If anything here is unclear, email hello@clenza.co.uk and we will explain it plainly.
Every price is per clean, never by the hour. A slow day costs you nothing extra, and the price you agree before the clean is the price you pay unless something changes and we agree a new price with you first.
Regular and one-off cleans are priced from your bedrooms and choices in the online price builder. Where a price is shown with a plus sign it is a starting price: it can rise for unusually large properties, heavy condition, or add-ons marked as starting prices. Any increase is explained and agreed with you before we start, never after.
Deep and end-of-tenancy cleans are quoted first: the online figure is a guide, and we confirm a fixed price after seeing photos or the property itself. Nothing is charged until that fixed price is agreed.
Our minimum booking is £40. Add-ons such as the inside of the oven, fridge or cupboards are priced separately so you only pay for what you need.
A booking is confirmed once we have agreed a price and a date with you. You can move or cancel free of charge up to 48 hours before your clean. Just use your account, or email or message us.
If a clean is cancelled with less than 48 hours' notice, or we arrive and cannot get in, we may charge up to 50% of the price of that clean. We know life happens. Talk to us and we will be fair.
If we ever need to cancel or move a clean (illness, emergencies), we will tell you as early as we can and offer the next available slot. Nothing is charged for a clean we cancel.
Regular cleans run weekly, fortnightly or monthly. You keep the same cleaner and the same slot, and each visit is billed per clean on that schedule.
From your account you can ask to move a clean or skip one visit. Skipping does not cancel anything: your slot is held and your next visit carries on as normal. Moves and skips are requests that we confirm with you, because there is one diary and one cleaner behind it.
You can pause or cancel a regular plan at any time from the Billing page of your account (which opens Stripe's secure portal) or by messaging us. There is no minimum term and no cancellation fee. The 48-hour notice above still applies to the next booked visit.
You only pay for cleans that go ahead. If a plan payment is ever collected for a visit that is then skipped or cancelled in time, we will put it right with a credit or a refund.
Card payments are handled by Stripe, a regulated payment provider. Your card details go to Stripe, not to us, and card numbers never touch our servers. When you first pay by card it is saved securely with Stripe so future cleans on a plan can be collected without you doing anything.
Regular plans are collected by card on the same schedule as the cleans. One-off, deep and end-of-tenancy cleans are paid by card when you book or when the fixed price is agreed, or in cash or by bank transfer on the day if you prefer. You choose which when you book. You get a receipt for every payment, and everything is kept together in your account.
If a card payment fails, your clean is not cancelled. We will ask you to update your card in your account and we will try again. If a payment stays unsettled we may pause future cleans until it is sorted, and we will always talk to you first.
Tell us how we get in when you book: being home, a key safe, or leaving a key with us all work. Any keys we hold are kept securely and are never labelled with your name or address.
In your account you can add an optional photo of where the key is (the key safe, the plant pot, the side gate). It is stored privately, visible only to you and to us, and you can remove it at any time.
If your home has an alarm, give us the code or instructions in advance. Codes are stored securely and only shared with the cleaner attending your home.
If we cannot get in at the agreed time (no key, a changed code, a locked gate), we will try to reach you. If we still cannot get in, the visit may be charged as a late cancellation.
Please make sure there is somewhere reasonable to park at or near your home: a driveway, a visitor space, or a permit if your street needs one.
Where paid parking is unavoidable, we will agree it with you in advance and add it at cost. We won't spring a parking charge on you after the clean.
Each service page lists exactly what a regular, one-off, deep or end-of-tenancy clean includes, and that list is what we work to. If you are unsure whether something is covered, ask before the clean and we will give you a straight answer.
Some things are outside what we do:
As part of a clean we empty household bins into your outside bin where you ask us to. We do not take rubbish away from the property, and we cannot handle large, commercial or hazardous waste.
Prices shown online for deep and end-of-tenancy cleans are starting prices. We confirm a fixed price after seeing photos or the property itself, and that fixed price is what you pay.
If we arrive and the property is materially different from the photos or description (for example much larger, or in much heavier condition), we will explain and agree a revised price with you before starting. You are free to decline, and only the late-cancellation terms above would apply.
We clean to the standard described, but we cannot guarantee that a landlord or letting agent will accept an end-of-tenancy clean, and we cannot guarantee the return of any deposit. Those decisions are theirs, not ours. If an agent raises a cleaning issue within 48 hours of our visit, tell us and we will return to address the areas we cleaned.
We may decline a booking, or stop a clean part way through, where it would not be safe or reasonable to continue. That includes unsafe conditions at the property, no working electricity or hot water, threatening or abusive behaviour, or hazards we are not equipped to deal with.
The same applies where a property is materially different from how it was described when the price was agreed, for example far larger or in far heavier condition, and we cannot agree a revised price. Where a clean is stopped for one of these reasons we will charge fairly for the work actually done, and no more.
Where we spot existing damage (a cracked tile, a lifting worktop, a loose fitting), we will point it out rather than clean around it silently, so there are no surprises later.
We are not responsible for damage or wear that existed before we arrived, or for marks and stains that cleaning cannot remove.
We treat your home with care, but accidents can happen. If we break or damage something, we will tell you the same day. You will never find out by discovering it.
Where we are at fault we will put it right: repair, replace, or agree fair compensation. Clenza carries insurance for the work we do, and details of the cover are available on request. Please tell us about anything you believe we damaged within 48 hours of the clean, so we can deal with it while the visit is fresh.
Irreplaceable, fragile or high-value items are safest put away before a clean, or pointed out to us so we can leave them untouched.
Nothing in these terms limits any liability that cannot legally be limited, and nothing here affects your statutory rights as a consumer.
We are happy to clean homes with pets. Just tell us about them when you book. If an animal may be anxious around strangers or likely to slip out of an open door, please keep them somewhere secure during the visit.
Cleaning up pet accidents, litter or waste is not part of a standard clean. If you need it, ask and we will quote for it honestly.
Some surfaces need special treatment: natural stone, marble, waxed or oiled wood, brass, unsealed grout, and similar. Tell us about them before the clean.
Where we know about a delicate surface we will use an appropriate product or, if we are not confident, leave it and tell you. We cannot accept responsibility where a standard cleaning product, used correctly, reacts with a delicate surface we were not told about.
We bring everything: products and equipment are included in the price. Our products are chosen to be effective and safe for ordinary household surfaces.
If you would prefer we used your own products, that is fine, but results and any damage arising from customer-supplied products are your responsibility, not ours.
We do need working electricity and hot water at the property to clean properly.
As part of every clean we may take photos of the property for quotes and our private job records, including before and after photos of the rooms we clean. These are kept private, shown only to you and our team, and are never published.
Before-and-after photos are only ever shared publicly (for example on social media) if you have given the separate marketing consent at booking, and never with your address or anything identifying you.
You can change or withdraw either consent at any time by emailing us, and we will stop using the photos and delete them on request. More detail is in our privacy notice.
If anything about a clean is not right, tell us within 48 hours. Photos help. If we missed something that was included in your clean, we will come back and re-clean the affected areas free of charge, at the earliest time that suits you.
The re-clean is our first remedy because it fixes the actual problem. Refunds beyond that are at our discretion, decided case by case. Our aim is simply to put things right and keep you.
These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute that we cannot sort out between us. We would always rather sort it out between us.
If any part of these terms turns out to be unenforceable, the rest still stands.
We may update these terms from time to time. The date below tells you when they last changed, and the terms shown when you book are the ones that apply to that booking.
Last updated 24 August 2026. These terms are a plain-English summary of how we work, written to be read. They are not a substitute for tailored legal advice.
Questions about any of this? Email hello@clenza.co.uk and we'll give you a straight answer.