Terms & Conditions

1. Definitions & Interpretation

In these Terms and Conditions:

• “Company”, “we”, “us”, or “our” means DMK Services (UK) Ltd, a company registered in England and Wales (registered address: 127 Fishguard Way, London, E16 2RU), trading as Royal Cleaning.
• “Client”, “you”, or “your” means the individual or entity booking or receiving our Services.
• “Services” means the cleaning services described in your Booking Confirmation, including but not limited to end of tenancy cleaning, deep cleaning, oven cleaning, carpet cleaning, upholstery cleaning, window cleaning, and after-build cleaning.
• “Property” means the premises at which the Services are to be carried out, as specified in the Booking.
• “Booking” means a confirmed arrangement for the Company to carry out Services at a specified Property on a specified date.
• “Booking Confirmation” means the written confirmation (by email or other electronic means) sent by the Company confirming the scope, date, time, and price of the Services.
• “Quote” means the fixed-price estimate provided by the Company for a specified scope of work.
• “Re-Clean Guarantee” means the Company’s commitment to return and re-clean specific areas free of charge, subject to the conditions set out in Section 9.

2. Scope & Acceptance

2.1. These Terms and Conditions govern all Services provided by the Company. By requesting a Quote, making a Booking, or instructing us to proceed with any Service, you confirm that you have read, understood, and agree to be bound by these Terms.

2.2. If you are booking on behalf of another person (for example, as a letting agent, property manager, or landlord), you confirm that you have the authority to agree to these Terms on their behalf and accept responsibility for compliance with them.

2.3. We reserve the right to amend these Terms at any time. The version in force at the time of your Booking Confirmation will apply to that Booking.

2.4. In the event of any conflict between these Terms and any verbal representations made by the Company or its staff, these Terms shall prevail.

3. Quotes & Pricing

3.1. All Quotes are based on the information you provide, including property type, size, number of rooms, condition, and any extras requested. The accuracy of the Quote depends on the accuracy and completeness of the information you provide.

3.2. Quotes are fixed-price unless the actual condition, size, or layout of the Property differs materially from what was described at the time of booking. Material differences include, but are not limited to: significant additional rooms or floors not declared, excessive levels of grime, mould, or damage beyond normal wear and tear, or the presence of hazardous materials.

3.3. If the condition of the Property requires additional work beyond the original Quote, we will contact you before commencing additional work to discuss the price adjustment. No additional charges will be applied without your prior approval.

3.4. Quotes are valid for 30 days from the date of issue. After this period, we reserve the right to requote based on current pricing.

3.5. All prices include labour, cleaning products, and equipment unless otherwise stated. VAT is included where applicable and will be shown separately on your invoice.

3.6. Any additional services not included in the original Quote (such as carpet cleaning, oven cleaning, or exterior window cleaning) must be agreed in writing or through our booking system before work commences and will be charged at the rates stated at the time of agreement.

4. Bookings & Scheduling

4.1. A Booking is confirmed when you receive a Booking Confirmation from us and, where applicable, payment or a deposit has been received.

4.2. We will make reasonable efforts to arrive within the time slot stated in your Booking Confirmation. However, exact arrival times cannot be guaranteed as they may be affected by prior appointments, traffic, or other circumstances beyond our control. We will notify you as soon as reasonably practicable if we expect a delay of more than 30 minutes.

4.3. You are responsible for ensuring that the Property is accessible to our cleaning team at the agreed time. This includes providing keys, key safe codes, entry fob access, or making arrangements with a building concierge or managing agent. If our team cannot access the Property at the scheduled time through no fault of the Company, a cancellation charge may apply in accordance with Section 5.

4.4. The Property must have a functioning supply of running water, electricity, and adequate lighting for the cleaning to be carried out. If any of these are unavailable and were not communicated to us in advance, we reserve the right to reschedule or cancel the Booking.

4.5. You are responsible for removing all personal belongings and large items of furniture from the Property prior to an end of tenancy clean, unless otherwise agreed. We cannot move heavy furniture, white goods, or items that pose a risk of damage or injury. Cleaning behind or underneath items that have not been moved is not included unless specifically agreed.

5. Cancellations & Rescheduling

5.1. You may cancel or reschedule a Booking free of charge by providing at least 48 hours’ notice before the scheduled start time of the Service. Notice must be given by phone, email, or through our booking system.

5.2. If you cancel with less than 48 hours’ notice, we reserve the right to charge a cancellation fee of up to 50% of the quoted price to cover the cost of the allocated team, scheduling, and lost booking opportunity.

5.3. If our team arrives at the Property and is unable to gain access due to no fault of the Company (e.g. no keys left, incorrect access instructions, building access denied), this will be treated as a late cancellation under Section 5.2.

5.4. If the Company needs to cancel or reschedule a Booking due to circumstances within our control, we will offer you a replacement date at the earliest opportunity or a full refund. We will not be liable for any consequential losses arising from a cancellation initiated by the Company.

5.5. We reserve the right to cancel a Booking immediately and without liability if our staff encounter conditions at the Property that pose a risk to health or safety, including but not limited to: pest infestations, hazardous materials, structural damage, or aggressive or threatening behaviour from any person present at the Property.

6. Payment

6.1. We accept payment by the following methods: credit or debit card (via Stripe), bank transfer, and cash. Payment may be made using a combination of methods where agreed.

6.2. Unless otherwise agreed in writing, full payment is due upon completion of the Service, or in advance where specified in the Booking Confirmation. For commercial or partnership accounts, alternative payment terms may be agreed in writing.

6.3. Card payments are processed securely by Stripe, Inc. The Company does not store, process, or have access to your full card number, expiry date, or CVV. Stripe is PCI DSS Level 1 certified.

6.4. If payment is made by bank transfer, it must be received within 3 business days of the invoice date unless otherwise agreed. Payment is not considered received until the funds have cleared in our account.

6.5. We reserve the right to charge interest on overdue payments at a rate of 4% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable.

6.6. If you dispute an invoice, you must notify us in writing within 7 days of the invoice date, providing specific details of the dispute. Undisputed portions of an invoice remain payable by the original due date.

7. Scope of Cleaning

7.1. The scope of each clean is defined by the service type booked and any additional items agreed in the Booking Confirmation. Our standard end of tenancy cleaning checklist is available on our website and forms part of the agreed scope unless variations are confirmed in writing.

7.2. We clean to a professional standard appropriate to the service booked. This means restoring the Property to a clean, presentable condition, not to a “new” condition. Pre-existing stains, discolouration, limescale buildup, paint marks, mould damage, and wear-and-tear marks that cannot be removed through standard cleaning methods are excluded from our scope.

7.3. We do not clean external areas (gardens, patios, driveways, building common areas), exterior windows above ground floor (unless specifically booked), ceilings, or areas that are inaccessible without specialist equipment such as scaffolding or ladders above 2 metres.

7.4. We are not responsible for the removal of items including, but not limited to: large furniture, white goods, rubbish, construction debris, or personal belongings left in the Property. If such items prevent us from cleaning specific areas, those areas will be excluded from the clean and no refund will be applicable for those areas.

7.5. If during the course of a clean our team identifies damage, faults, or conditions that could affect the quality of the result (for example, a broken oven seal, malfunctioning extractor fan, or damaged grout), we will notify you. We are not responsible for pre-existing damage or faults, and the presence of such conditions does not constitute a failure to deliver the agreed Service.

8. Client Responsibilities

8.1. You must provide accurate information about the Property when requesting a Quote, including the correct property type, number of rooms, and any known issues (such as heavy soiling, pet hair, or mould). Inaccurate information may result in a price adjustment as described in Section 3.

8.2. You must ensure the Property is vacated of personal belongings and large items before an end of tenancy clean, unless otherwise agreed. Failure to do so may limit the scope of the clean and does not entitle you to a refund or re-clean for the affected areas.

8.3. You must ensure a safe working environment for our cleaning team. This includes a functioning supply of running water, electricity, and heating (in cold weather). If conditions at the Property are unsafe or unsanitary to a degree that poses risk to our staff, we reserve the right to refuse or discontinue the Service.

8.4. You are responsible for securing any valuables, fragile items, or items of sentimental value before the cleaning team arrives. We recommend removing or securing jewellery, cash, electronics, artwork, and antiques. While our team takes reasonable care, we cannot accept liability for items that are not secured (see Section 10).

8.5. If you or any person present at the Property engages in abusive, threatening, discriminatory, or violent behaviour towards our staff, we will immediately withdraw our team and the Booking will be terminated. Full payment will remain due and no refund will be issued.

9. Re-Clean Guarantee

9.1. For end of tenancy cleaning services, we offer a Re-Clean Guarantee. If specific areas of the Property do not meet a reasonable professional cleaning standard following our Service, we will return and re-clean those areas free of charge, subject to the conditions in this section.

9.2. To activate the Re-Clean Guarantee, you must notify us within 48 hours of the original Service date. Notification must be made by phone or email and must include a written description of the specific areas or items that require attention. Photographs are not mandatory but are encouraged and will help us investigate and resolve the issue more quickly.

9.3. The Re-Clean Guarantee covers cleaning issues only — areas that were missed, insufficiently cleaned, or not cleaned to the expected standard. It does not cover:

• Pre-existing conditions including permanent stains, discolouration, limescale damage, mould damage, or wear and tear that cannot be remedied by cleaning alone
• Areas that were inaccessible at the time of the original Service due to furniture, belongings, or restricted access
• Issues arising from the Property being occupied or used after the original clean was completed
• New soiling or contamination introduced after the original Service (e.g. by removal companies, contractors, or new occupants)
• Additional services that were not included in the original Booking (e.g. carpet cleaning or oven cleaning that was not booked)

9.4. The re-clean will be carried out at a mutually agreed time, typically within 48 hours of your notification. Access to the Property must be provided in the same manner as the original Booking. If access cannot be arranged within 5 business days of notification, the Re-Clean Guarantee will lapse.

9.5. The Re-Clean Guarantee is limited to one re-clean per Booking. If you remain dissatisfied after the re-clean, any further resolution will be handled through our complaints procedure and is at the Company’s discretion.

9.6. The Re-Clean Guarantee does not apply where the Property has been occupied, furnished, or accessed by third parties (other than for the purposes of a checkout inspection) between the original Service and the re-clean request.

9.7. The Re-Clean Guarantee does not create an obligation for the Company to issue a refund. Refund requests are handled separately through our complaints procedure.

10. Damage & Liability

10.1. Our cleaning team will take reasonable care when working in your Property. We carry public liability insurance to cover accidental damage caused by our team during the course of delivering the Services.

10.2. Any damage caused by our team must be reported to us within 24 hours of the Service, with a written description and photographic evidence of the damage. Claims reported after this period may not be accepted, as it becomes difficult to establish that the damage occurred during the Service.

10.3. We are not liable for damage caused by, or resulting from:

• Pre-existing defects, faults, or weaknesses in the Property or its fixtures and fittings (including but not limited to loose tiles, deteriorated grouting, faulty seals, damaged hinges, or weakened surfaces)
• Normal wear and tear to surfaces, fixtures, or appliances
• Items that are inherently fragile, improperly installed, or in a state of disrepair
• Discolouration or surface changes resulting from the use of standard, professional cleaning products on surfaces that are sensitive, untreated, or not suitable for wet cleaning
• Damage to items that were not secured or removed prior to the Service as recommended in Section 8.4
• Damage caused by third parties before, during, or after the Service

10.4. Where liability is accepted for accidental damage caused by our team, our liability is limited to the cost of repair or like-for-like replacement of the damaged item, taking into account its age, condition, and fair market value at the time of damage — not its original purchase price or replacement-as-new cost.

10.5. All damage claims are assessed against our public liability insurance. The outcome of any claim is subject to the terms of our insurance policy. We will cooperate fully with any investigation and keep you informed of progress.

11. Limitation of Liability

11.1. To the maximum extent permitted by law, the Company’s total aggregate liability to you in connection with any Booking — whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise — shall not exceed the total amount paid or payable by you for that Booking.

11.2. The Company shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:

• Loss of rental income or tenancy deposit deductions
• Costs incurred by you in engaging alternative cleaning services
• Losses arising from delayed move-in, checkout failure, or tenancy disputes
• Loss of profit, business, or opportunity
• Emotional distress, inconvenience, or loss of enjoyment

11.3. Nothing in these Terms excludes or limits the Company’s liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot be excluded or limited by applicable law

11.4. You acknowledge that the fees charged for the Services reflect the allocation of risk set out in these Terms, including the limitations of liability in this section, and that the Company would not be able to offer the Services at the stated prices without these limitations.

12. Complaints

12.1. If you are not satisfied with any aspect of the Services, we encourage you to contact us as soon as possible. Complaints can be submitted through our online complaints form, by email to complaints@royal-cleaning.co.uk, or by calling 020 8050 6696.

12.2. Complaints should be submitted within 7 days of the Service date. Complaints received after this period will be reviewed on a case-by-case basis but may be more difficult to investigate and resolve.

12.3. We aim to acknowledge all complaints within 1 business day and to provide a resolution or substantive update within 5 business days.

12.4. Where a complaint is upheld, we may, at our discretion, offer one or more of the following: a re-clean of affected areas, a partial refund proportionate to the affected portion of the Service, or a credit toward a future Booking. Full refunds are issued only where the Service was fundamentally not delivered.

12.5. If you are not satisfied with the resolution offered, you may request escalation to the Company’s Managing Director, who will conduct a final review. The Managing Director’s decision shall be the Company’s final position on the matter.

13. Refunds

13.1. Refunds are issued at the Company’s discretion and only where a complaint has been upheld through our complaints procedure.

13.2. The Re-Clean Guarantee (Section 9) does not automatically entitle you to a refund. Where a re-clean has been offered and carried out, no refund will normally be issued unless the re-clean also fails to resolve the specific issues raised.

13.3. Refunds will be processed using the original payment method where possible. Card refunds may take 5–10 business days to appear on your statement. Bank transfer refunds will be processed within 5 business days of the refund being approved.

13.4. We do not issue refunds for Services that have been satisfactorily completed, for portions of a Service that were excluded due to the Client’s failure to prepare the Property (see Section 8), or for issues arising after the Property has been occupied or used following the Service.

14. Force Majeure

14.1. The Company shall not be liable for any failure or delay in performing the Services where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: severe weather, natural disasters, pandemics or epidemics, government restrictions, transport disruption, acts of terrorism, industrial action, or utility failure at the Property.

14.2. In the event of a force majeure event, we will notify you as soon as reasonably practicable and offer to reschedule the Booking to the earliest available date or provide a full refund.

15. Intellectual Property

15.1. All content on the royal-cleaning.co.uk website — including text, images, graphics, logos, icons, and software — is the property of DMK Services (UK) Ltd or its licensors and is protected by UK and international copyright and intellectual property laws.

15.2. You may not reproduce, distribute, modify, or create derivative works from any content on our website without our prior written consent.

16. Third-Party Services

16.1. Our website may contain links to third-party websites or services. We are not responsible for the content, privacy practices, or availability of any third-party websites.

16.2. Where we use third-party service providers to process payments (Stripe), deliver emails (SendGrid), or provide analytics (Plausible, Microsoft Clarity), those services are subject to their own terms and privacy policies.

17. Data Protection

17.1. We collect, use, and protect your personal data in accordance with our Privacy Policy, which forms part of these Terms.

17.2. By making a Booking, you consent to the processing of your personal data as described in our Privacy Policy, including the storage of your booking details in our customer relationship management system for operational and record-keeping purposes.

18. Governing Law & Disputes

18.1. These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.

18.2. Any disputes arising out of or in connection with these Terms shall first be addressed through our complaints procedure (Section 12). If the dispute cannot be resolved through our complaints procedure, both parties agree to submit to the exclusive jurisdiction of the courts of England and Wales.

18.3. Nothing in this section prevents you from exercising any statutory rights you may have as a consumer under UK law, including the Consumer Rights Act 2015.

19. Severability

19.1. If any provision of these Terms is found by a court or regulatory body to be invalid, illegal, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If it cannot be so modified, it shall be severed from these Terms without affecting the validity and enforceability of the remaining provisions.

20. Entire Agreement

20.1. These Terms, together with your Booking Confirmation and our Privacy Policy, constitute the entire agreement between you and the Company in relation to the Services and supersede all prior representations, agreements, or understandings, whether written or oral.

20.2. No variation to these Terms shall be effective unless agreed in writing by the Company.

21. Contact

If you have any questions about these Terms and Conditions, please contact us:

• Email: info@royal-cleaning.co.uk
• Phone: 020 8050 6696
• Post: DMK Services (UK) Ltd, 127 Fishguard Way, London, E16 2RU