Terms of Service

By booking with us, the customer agrees to our terms and conditions of service. 

As an existing customer, these updates will come into effect for you on 1st March, 2024. Your continued use of our services beyond this date signifies your acceptance of our updated terms of service

Table of Contents


“Penny’s Cleaning Ltd”, “Penny’s Cleaning” or “We/Us”: Refers to the professional cleaning service provider, Penny’s Cleaning Ltd.

Penny’s Cleaning Ltd, of Unit 33 Scott Business Park, Beacon Park Road, Plymouth, PL2 2PB

Company registration number: 14807328

“Customer” or “You”:

Refers to the individual or entity booking and receiving cleaning services from Penny’s Cleaning Ltd using this “Website”


“Website” means the website located at “www.pennyscleaning.co.uk”  or any subsequent URL which may replace it.


Implies the act of scheduling and confirming a cleaning service appointment with “Penny’s Cleaning Ltd”.


Services means any service that we offer through our website.

Booking Services:


2.1 By booking with us, the customer agrees to our Terms and Conditions of Service.


2.2 When you book a professional cleaning service appointment and agree to receive a service provided by Penny’s Cleaning Ltd, you also agree to accept their general terms and conditions listed herein. These terms and conditions represent the entire agreement between you and Penny’s Cleaning Ltd, and no other statements or representations, whether oral or written, are binding upon the parties. If any part of this agreement is found to be invalid or unenforceable, the remaining terms and conditions shall remain valid. If you have any questions or need clarification regarding any point within these terms and conditions, kindly contact us. Your statutory rights will not be affected. If there are any changes to the terms and conditions, we will notify you in writing.


2.3 By making a booking through our website you warrant that you are legally capable of entering into this agreement, and are at least eighteen years of age. 


2.4 After making a booking, you will receive an email from Penny’s Cleaning Ltd acknowledging that we have received your booking. Please note that this does not mean that your booking has been confirmed. All bookings are subject to acceptance by us, and we will confirm this by sending you another email to confirm your booking. (The “booking confirmation” email). The booking will only take place once we send you the booking confirmation.


2.5 You agree that you will not seek to book any services from Penny’s Cleaning employees other than via our website or through the company directly. When employees start working for Penny’s Cleaning Ltd, they agree to a restrictive covenant that prohibits them from being directly solicited or employed by anyone else for professional cleaning services. If it is found that you have booked any cleaning services not via Penny’s Cleaning Ltd, you will be in breach of the terms and conditions.

Insurance & Liability:


3.1 Penny’s Cleaning Ltd employees are covered by public liability insurance of up to £2 million to protect them and your property. 


3.2 We request that items of high value, monetary or sentimental, should be dusted or cleaned by the owner. 


3.3 We assume no liability for any damage or loss of items that are not secured properly or have been previously damaged before cleaning. Additionally, we will not be held responsible for any damage or loss caused by the negligence of the customer.


3.4 The client is obliged to inform Penny’s Cleaning Ltd if any member of the household is suspected of contracting an infectious disease. It is mandatory to notify us at least 24 hours before the scheduled visit. Penny’s Cleaning Ltd reserves the right to cancel cleaning services under any circumstances.


3.5 If you have a security system in your home, please provide us with the entry code or disarm it.


3.6 We will take reasonable care, to the extent possible, to ensure the security of your booking and payment details. However, unless there is negligence on our part, we cannot be held responsible for any losses you may incur as a result of unauthorised access by a third party to the data you provide when accessing or booking through the website.

Use of our website:


4.1 Access and Acceptance:


By accessing and using Penny’s Cleaning Ltd website, you agree to comply with and be bound by these terms and conditions.


4.2 Registration:

By registering as a user of our website you:

  • warrant that the personal information which you provide to us when you register is accurate and complete.
  • agree to notify us immediately of any changes to this personal information by contacting customer service by email at info@pennyscleaning.co.uk or by phone at 01752 564456 


4.3 Booking process:


The website provides a platform for customers to book cleaning services. By using this feature, you agree to the terms outlined in the booking and terms and conditions sections.


4.4 Account Responsibility:

If you create an account on our website, you are responsible for maintaining the confidentiality of your account login details. Any actions under your account are your responsibility.


4.5 Third-Party Links:

Our website may contain links to third-party websites. Penny’s Cleaning Ltd is not responsible for the content, privacy policies, or practices of these external sites. 


4.6 Intellectual Property:

All content on the Penny’s Cleaning website, including text, graphics, logos, and images, is the intellectual property of Penny’s Cleaning Ltd and protected by copyright laws. 


4.7 User Conduct:

Users agree not to engage in any activities on the website that violate laws, regulations, or the rights of others. This includes but is not limited to, unauthorised use of the website, attempting to access restricted areas, or disrupting website functionality. 


4.8 Data Security: 

We take reasonable measures to protect user data submitted through our website. However, Penny’s Cleaning Ltd cannot guarantee the security of information transmitted online, and users share data at their own risk.


4.9 Cookies and Tracking: 

By using our website, you consent to the use of cookies and similar tracking technologies. Refer to our privacy policy for more details on how we collect and use information. 


4.10 Website Availability: 

Penny’s Cleaning Ltd strives to ensure the continuous availability of the website. However, we may temporarily suspend access for maintenance or other reasons without prior notice.


4.11 Feedback and Reviews:

Users may provide feedback or reviews through our website. Penny’s Cleaning Ltd reserves the right to use, reproduce, modify, or publish this content for promotional purposes.


4.12 Updates and Changes:


Penny’s Cleaning Ltd may update these website terms and conditions at any time without notice. Users are encouraged to review the terms periodically for any changes.

4.13 Contact Us: 


For any questions or concerns related to the use of our website, contact us through the provided communication channels. We value your feedback and aim to address any issues promptly.

Pricing and payment:


5.1 Pricing for our services as stated on the Penny’s Cleaning Ltd website is accurate unless there is an obvious error. 


5.2 Our plans are designed based on the average time required for cleaning a home in a normal condition. However, if the home is found in a condition that requires extra time, such as excessive mess or clutter, and it takes more than an additional 30 minutes to clean, Penny’s Cleaning Ltd reserves the right to charge for the extra time spent.


5.3 Prices may change at any time, but any alterations will not impact confirmed bookings for which we have already sent a booking confirmation.

The cost of services includes the provision of reasonable supplies and equipment provided by our company. However, if any jobs require extra supplies or equipment, we will bill you additionally for these services.


5.4 We have taken measures on the Penny’s Cleaning website to secure booking transactions through our payment provider, Stripe. We are not liable for the fraudulent use of a lost payment card on our website. 


5.5 It is essential to keep a valid payment card on file with Penny’s Cleaning Ltd. Promptly notify us if your payment card details become invalid. 


5.6 By booking, you permit us to seek pre-authorisation to put a 24-hour hold on your payment card. Payment is expected in full on the day of the cleaning service. All services will be charged at the time of cleaning. We accept all debit/credit cards. 


5.7 In case of cancellation, the amount will be charged to the card on file. Please note that we only accept cards for payments, and no payments are accepted directly to cleaners.


5.8 Promotional codes, gift cards, or vouchers are exclusive to new customers for Penny’s Cleaning Ltd. Existing customers will be sent a unique referral code that they can pass on to friends and family. New customer offers are limited to one per household. Additional terms and conditions apply; contact info@pennyscleaning.co.uk for further details.

Booking Cancellation by Penny’s Cleaning:


6.1 If you violate any of the terms, your permission to use our website and services will automatically terminate.


6.2 We reserve the right to cancel any booking without notice or cause.


6.3 If any distractions such as pets, third parties, or contractors interfere with the work of our professional house cleaners, it may affect our ability to clean. In such cases, we reserve the right to charge extra for the additional time spent at the property or cancel if we can not carry out the cleaning.


6.4 If the condition of your home is not suitable for cleaning due to reasons such as clutter, hoarding, rodent or bug infestation, mould, hazard, or animal waste, or due to ongoing construction work, you may be charged a cancellation fee. We would recommend a deep cleaning service for homes that haven’t been cleaned professionally within 30 days.


6.5 If a cleaner from Penny’s Cleaning feels that their safety is in danger due to actions by the customer or others present at the job site, we will cancel the cleaning immediately and the customer will still be liable for the full cost of the cleaning service.

Booking cancellation by you:


7.1 You may cancel your booking by logging into your Penny’s Cleaning account, or by emailing info@pennyscleaning.co.uk


7.2 You are free to cancel, skip, or reschedule your cleaning service at no charge. However, you must provide a notice of at least 24 hours. Failure to do so will make you liable for a cancellation fee of 70% of the booked cleaning total. This is to cover the cost of lost wages to our employees and a small administrative fee.


7.3 This policy applies to all situations, including same-day cancellations, or when the cleaner is on their way to your booking. This also includes instances where you do not provide accurate address details or access information.


7.4 If we have cause to believe that you have tried to use a frequency discount to obtain a lower price than the service that should have been paid for, we reserve the right to charge the price which should have been paid. An example of this would be if you were to book a weekly cleaning service and cancel after the first booking.



9.1 Penny’s Cleaning Ltd respect your privacy and are committed to protecting it under our Privacy Policy. By using our website, you consent to us processing the information so that we can carry out our daily operations.

Penny’s Cleaning Guarantee:


10.1 We want all of our customers to be completely satisfied with our cleaning services, whether they are one-time or recurring (i.e. weekly, fortnightly, monthly etc.). That’s why we offer a 24-hour, 100% Satisfaction Guarantee. If you are unhappy with any part of your home cleaning, simply send us an email at info@pennyscleaning.co.uk within 24 hours of the cleaning service and we’ll come back to clean those areas for free. Please take pictures of the missed areas and send them to us so we can review your case and coordinate a reclean service as soon as possible. We have a maximum of 24 hours to provide necessary corrections. If you fail to contact Penny’s Cleaning Ltd to request the touch-up cleaning service within the next 24 hours, unfortunately, you’ll lose your right to the correction service. You must be present throughout the correction service so you can verify all areas recleaned to your satisfaction.


10.2 We do not offer refunds unless we perform a reclean.


10.3 Our schedule is flexible and ever-changing, making it difficult to commit to exact arrival times. We have set a two-hour arrival window and offer our services to homes between 8:00 am and 6:00 pm, five days a week. Please note that our customer service is closed on weekends. If you usually have an afternoon cleaning service, there may be times when we need to clean your home in the morning instead. However, we will do our best to accommodate your needs.

Cleaning Service – Specific Requirements:


11.1 “Move-in/Move-out” cleaning (End of tenancy cleaning): The property must be empty to ensure that the cleaning team can perform their tasks efficiently. 


11.2 Penny’s Cleaning employees will not lift heavy items or work at height. All cleaning needs to be carried out at ground level for health and safety reasons.


11.3 Parking costs will be added to the booking if there is no free parking available. If you have a visitor’s pass, please ensure that your cleaner has access to the pass for the duration of your cleaning service.


11.4 Penny’s Cleaning employees will not clean a property where any person is smoking. This is for their health and wellbeing. If this happens we will leave the property and the service will not be completed. A cancellation fee will be applied to the booking.

Our Service:


12.1 Cleaners from Penny’s Cleaning Ltd are directly employed by the company. 


12.2 Each cleaner is covered by our Public Liability insurance of up to £ 2 million. 


12.3 Our cleaners go through our recruitment process and are interviewed in person.


12.4 You will be allocated a cleaner that has the closest availability to the booking slot that you have requested. 


12.5 We will try to ensure that you have the same cleaner on each booking for reliability and consistency.


12.6 If you feel the cleaner we have allocated might not be the best fit for you, let us know and we will send a replacement cleaner on the next booking.


12.7 If your cleaner is unavailable for any reason we will endeavour to offer temporary cover. Due to the schedules, it might not be possible to carry out the cleaning on your usual day of cleaning.


12.8 We use a colour-coded microfibre cloth system to avoid any cross-contamination.  


12.9 We supply professional standard cleaning products on each visit. However, it is not always possible for our cleaners to provide a vacuum cleaner or mop and bucket (unless it is a deep clean or move-in/move-out cleaning service).


12.10 If you would like us to supply only eco-friendly cleaning products, you will need to select this as an extra on the booking form. There will be an additional charge. We can also use your cleaning products if you would prefer.


12.11 Our schedule is flexible and ever-changing, making it difficult to commit to exact arrival times. We have set a two-hour arrival window and offer our services to homes between 8:00 am and 6:00 pm, five days a week. Please note that our customer service is closed on weekends. If you usually have an afternoon cleaning service, there may be times when we need to clean your home in the morning instead. However, we will do our best to accommodate your needs.


12.12 Our teams are instructed to strictly adhere to the cleaning requirements assigned to them. If you require additional services, kindly contact our office at least one business day before the scheduled cleaning so that we can make the necessary arrangements and schedule the additional work. Please note that any changes made to the scheduling may result in changes to fees.


12.13 As a part of our quality control process, cleaners may be required to take pictures before and after the cleaning service. These pictures will only be used internally to verify the service and to assess the home conditions before the cleaning process starts, as well as to review the cleaning results once the cleaner finishes.

Customer Responsibilities:


13.1 You agree to provide a safe working environment for our employees.


13.2 You agree not to request your cleaner to perform any work that is not generally accepted as “regular cleaning”, “deep cleaning”, or “end-of-tenancy cleaning”. 


13.3 To avoid being charged a cancellation fee, you will inform us if you need to cancel or reschedule your cleaning service, 24 hours in advance. 


13.4 This also applies if you would like to reschedule your cleaning service if it falls on a public or bank holiday.


13.5 You agree to keep your payment information up to date to avoid any disruption to your cleaning service.

End of Agreement:


14.1 All parties can end this agreement by written notice 24 hours in advance. We will accept email as written notice.


14.2 We reserve the right to end this agreement immediately if you are in breach of the terms and conditions.