Terms of service

These terms apply when you book a clean with us. Please read them with your quote. Nothing in them affects your legal rights as a consumer.

1. About us

Maison Ménage is a sole trader business based in the West Midlands, England. You can contact us at customerservice@maisonmenage.co.uk (Monday to Saturday, 9am–5pm; closed on sundays and bank holidays).

2. Quotes

• Quotes are free and there is no obligation to accept them. Each quote is valid for 14 days unless it says otherwise.
• We price from the information and photos you give us. If the property is materially different when we arrive (for example its size, condition or access), we’ll explain why and agree a revised price with you before doing the extra work. If you don’t agree, you won’t pay for work we haven’t done.
• A quote marked as an estimate gives our best guide; the final price is confirmed with you before the work starts.

3. Bookings

Accepting a quote tells us you’re happy with the scope and price. Your booking is confirmed once we agree a date and time with you in writing (for example by email). Dates are subject to availability until then.

4. Prices and payment

• The price is the one on your quote. Your quote states whether VAT applies.
• When payment is due depends on the service, and your quote says which applies:
  • Regular domestic cleaning: invoiced after each visit (or monthly in arrears if we agree that), due within 7 days.
  • Deep cleaning: a 25% deposit when we confirm your date, and the balance when the clean is finished.
  • End of tenancy cleaning: a 25% deposit when we confirm your date, and the balance on the day, before keys are handed back.
  • Office and commercial cleaning: invoiced monthly in arrears, due within 14 days.
• Deposits are taken off your final invoice. If we cancel, or you cancel with at least 48 hours’ notice, any deposit is refunded in full. For late cancellations, see section 6.
• Your final invoice is based on your quote. We’ll only charge more if you asked for extra work on the day or the property was materially different from what you described, and we’ll explain any change on the invoice.
• Invoices are sent by email with a secure link and show how to pay. Please use the invoice number as your payment reference.
• If a payment is overdue we may pause further visits until it is paid.

5. Access and preparation

• Please make sure we can get in at the agreed time, and that electricity, hot water and safe working conditions are available.
• Never send door, alarm or key-safe codes in writing through the website. We’ll agree how to handle keys and access with you directly, and return keys when the arrangement ends.
• Please put away valuables, fragile items and anything you don’t want cleaned, and tell us about delicate surfaces, product preferences, allergies or pets before the visit.

6. Cancelling or rescheduling a visit

• You can cancel or reschedule a visit free of charge by giving us at least 48 hours’ notice, by email to customerservice@maisonmenage.co.uk.
• With less than 48 hours’ notice, we may charge up to 50% of the price of that visit, because we will have reserved the time and turned other work away.
• If we can’t get in within 30 minutes of the agreed arrival time, for example because nobody is home or the keys aren’t available, we treat this as a late cancellation.
• You can end a regular cleaning arrangement at any time by giving at least 48 hours’ notice before the next visit.
• These charges don’t apply if you are cancelling under your legal right to cancel (section 7).

7. Your legal right to cancel

If you are a consumer and you book with us online, by email or by phone, you have the right to cancel within 14 days of the day the contract is made, without giving a reason. To cancel, email customerservice@maisonmenage.co.uk with your name and quote reference. If you ask us to start the work within those 14 days and then cancel, you pay only for the work done up to the time you tell us. Once the service has been fully carried out within that period at your request, the right to cancel ends.

8. If we need to cancel

Occasionally we may need to cancel or move a visit, for example because of illness, severe weather or unsafe conditions. We’ll tell you as soon as possible and offer another time. If you’ve paid in advance for a visit that doesn’t go ahead, we’ll refund it in full.

9. Our standards and re-cleans

• We carry out the work in your quote with reasonable care and skill.
• If you’re not happy with any part of the clean, tell us within 24 hours, ideally with photos. We’ll come back and re-clean the areas concerned free of charge. If a re-clean isn’t possible or doesn’t put things right, we’ll offer an appropriate refund.
• For end-of-tenancy cleans, please arrange any inspection promptly. Deposit decisions are made by your landlord or agent, so we can’t guarantee a deposit will be returned.

10. What we don’t do

We only carry out the tasks in your quote. Unless agreed in writing we don’t move heavy furniture or appliances, work at height beyond a small step ladder, deal with biohazards, sharps, pest infestations or mould remediation, or clean areas we consider unsafe. We may stop work if conditions become unsafe, and we’ll explain why.

11. Damage and breakages

• Please report any damage you believe we caused within 48 hours of the visit, with photos if possible.
• If we damage something through our own fault, we’ll repair it, replace it or pay the reasonable cost of doing so.
• We aren’t responsible for existing damage, normal wear and tear, items that were already loose, faulty or poorly fixed, or damage caused by following your instructions or by hidden defects we couldn’t reasonably have known about.

12. Complaints

If something isn’t right, email customerservice@maisonmenage.co.uk with your name, address and what happened. We’ll acknowledge your complaint within 2 working days and aim to resolve it within 14 days. If we can’t resolve it, you can get free advice from Citizens Advice.

13. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We don’t exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud. If you book for a business, we aren’t liable for loss of profit or business interruption, and our total liability for each booking is limited to its price, except where the law doesn’t allow this. The right to cancel in section 7 applies to consumers only.

14. Your information

We use your information as described in our privacy policy.

15. General

We may update these terms from time to time; the terms that apply are the ones in force when your booking is confirmed. These terms are governed by the law of England and Wales, and you can bring legal proceedings in the courts of England and Wales (or, if you live in Scotland or Northern Ireland, in your local courts).