A clear plan.
No small-print surprises.

1. Your supplier and the booking

These terms cover commercial cleaning, specialist cleaning and trade services booked with Clean Network London Ltd, trading as Tidyee (company 13718128). Our registered office is 2nd Floor, 6-8 Bonhill Street, London, England, EC2A 4BX. The confirmed order identifies the service, site, scope, price and contracting supplier. Unless a different contracting supplier is clearly identified and its terms agreed before payment, your booking is with Clean Network London Ltd. Using a subcontractor does not by itself remove any responsibility Tidyee owes you.

For an online cleaning booking, the first payment is collected at checkout. A quote, submitted request, payment receipt or saved card does not by itself confirm a visit or guarantee availability. We accept the service arrangements when the team sends written confirmation of the agreed scope, availability and start date. The payment authorisation and refund provisions apply while your request is being reviewed.

If we cannot provide the agreed service and you do not accept an alternative, we will refund the undelivered prepaid service and stop future automatic charges for that arrangement. For bookings accepting this version, later recurring charges are activated only after the team confirms the visit arrangements.

2. Your declared area and agreed scope

The online cleaning estimate covers the cleanable floor area, premises, facilities, frequency and tasks declared in your order summary. Include all floors, kitchens, washrooms and circulation space to be cleaned; exclude areas you do not want cleaned. Give accurate site information and measurements. Your summary records the areas, allocated cleaner-hours, products option and agreed price.

If the actual area, condition or requirements differ materially, we will explain the difference and agree priority areas within the existing scope or a revised scope and price before extra work. Undeclared areas or additional tasks may remain uncleaned. We will not charge more or add work without your agreement. If a safe or meaningful clean cannot be delivered within the agreed scope, we will discuss a revised plan or cancellation; unused prepaid service that cannot be provided is refunded. This does not excuse poor performance of the agreed work.

3. Routine cleaning, products and equipment

Routine cleaning includes accessible surfaces and clear desks, vacuuming and routine mopping, declared toilets and kitchenettes, touchpoints, and emptying general bins into your designated on-site waste point, as specified in your order.

Choose Tidyee sprays and cloths at £1 per allocated cleaner-hour before VAT (£1.20 including VAT), or supply suitable products yourself at no extra products charge. You must provide a suitable vacuum cleaner, mop and bucket on site for routine cleaning in either case. Soap, paper products, bin liners and other washroom consumables are customer supplied unless separately included in the quote.

Clinical or hazardous waste, sharps, pest treatment, high-level work, commercial kitchen extraction, post-construction work, carpet extraction and specialist floor restoration are outside the routine scope unless separately assessed and expressly quoted.

4. Price, VAT and payment

The amount in the accepted order summary is the agreed charge for the stated service. Displayed customer totals include VAT where applicable and the selected products option. A regular-cleaning price is for one visit, not a four-week advance payment.

The routine online calculation uses labour of £21 per cleaner-hour before VAT (£25.20 including 20% VAT): one cleaner-hour per 1,000 sq ft plus allowances for selected facilities and tasks, rounded up once to the next half-hour, with a two-hour minimum per visit. Toilets add 30 minutes each; declared workstations, kitchens, extra floors and other areas add their displayed allowances. Inside windows, a fridge and a standard staff-kitchen oven each add 30 minutes. Your order summary shows the amount you are asked to pay.

You pay for the first clean at checkout. Once the team has confirmed a regular plan and recurring billing is activated, the agreed per-clean amount is charged automatically to your saved card the day before each scheduled visit until cancellation takes effect. You authorise Stripe to save the payment method and Tidyee to collect those agreed payments. A one-off clean has one payment and no automatic renewal. Bank authentication may be required; an unpaid visit is not released for service.

Extra visits, materials, parts, parking, disposal or additional work are payable only where included in the accepted quote or separately explained and approved before the cost is incurred. No higher price or additional charge is authorised merely because a card is saved.

5. Dates, access and changes to visits

Your requested date and arrival window require written team confirmation. Every-other-week plans repeat on the chosen weekday every two weeks from the agreed first clean; weekly plans follow the agreed selected days. Bank-holiday changes are agreed with you. An undelivered prepaid visit is credited or refunded.

Provide safe access, water, power, suitable on-site equipment and any agreed storage. Tell us about fragile surfaces, hazards, relevant site restrictions and items needing special handling. Share keys and alarm codes only through an agreed secure onboarding process, not in ordinary email or account request messages.

You may request a skip, pause, reschedule, revised scope or contact-detail update in your account or by contacting the team. These requests do not automatically alter a visit, price or payment schedule. The team must confirm the revised service and billing arrangements. Until then, the existing agreed arrangements remain in place, subject to your cancellation rights and our obligation to provide the agreed service.

6. Ending a regular cleaning plan

Give 30 calendar days’ notice to end a regular cleaning plan. Cancellation takes effect 30 calendar days after receipt of your notice, or on a later date you request and we confirm. We will confirm the effective date and remaining visits. Agreed visits up to the effective time are paid for individually. No advance billing period extends the notice period.

Give notice through your Tidyee account at https://tidyee.co.uk/account/ or email office@tidyee.co.uk with your booking reference and the plan you want to end. Account notices are timestamped when submitted; email notices count from receipt, not the date staff reply. If you telephone, ask us to confirm the notice and its original receipt date in writing.

All billing schedules for the affected plan must stop before a visit excluded by the cancellation is charged, including a charge normally collected the preceding day. We refund any prepayment for a visit after the effective cancellation time that will not be provided. Ending one workplace plan does not end a separate plan unless your notice identifies it too.

Stopping a card or its automatic payment authority does not by itself settle an otherwise valid invoice or agreed notice-period obligation. Contact us to record service cancellation as well; statutory and card-provider rights remain unaffected.

7. Individual visits, late cancellation and no access

A one-off clean, specialist visit or trade job has no regular-cleaning subscription to terminate. Tell the team promptly if your plans change. A specific visit-cancellation cutoff or charge applies only if it was clearly stated in the quote or order and expressly agreed before payment.

There is no automatic full-price late-cancellation or no-access penalty under these general terms. Any agreed charge must be reasonable, reflect unavoidable costs or loss, and take account of costs saved or work reallocated; it must not duplicate another charge. If no such charge was agreed, we will discuss the circumstances rather than impose an undisclosed fee.

If access is unavailable or work is unsafe, the team will try to contact you and agree the next step. We may pause unsafe work. If Tidyee cannot deliver an agreed visit, we will offer a suitable alternative or credit or refund the undelivered prepaid service.

8. Proposed price changes

For an existing regular plan, we will give at least 30 calendar days’ written notice of a proposed per-visit price increase. No increase is collected without your agreement. You may give notice to end the affected plan before the proposed increase takes effect. If you do not accept the increase, the existing agreed price continues for any remaining notice-period visits; a higher rate is not imposed during that notice period.

Adding areas, visits or tasks requires a separate agreed scope and price. An updated website price or a new general terms version does not retrospectively change an existing accepted order.

9. Specialist cleaning and trade services

The accepted quote must describe the work, exclusions, total or stated charging basis, any minimum or booking fee, the site and proposed visit. Specialist work is limited to that scope; routine-cleaning inclusions and the 30-day regular-plan notice do not automatically apply to a separate one-off job.

If a trade quote is for diagnosis or a first-hour attendance, that charge covers the stated attendance and assessment and does not guarantee the fault can be repaired in that hour. Further labour, parts, materials, parking, waste disposal, specialist testing and certificates are included only if the quote says so. We explain the additional work and cost and obtain your approval before proceeding. We do not charge an open-ended amount simply because you authorised the original visit.

Any separate contracting provider, applicable provider terms, qualifications required for the work and responsibility for reports or certificates must be clear before you pay. These terms do not remove responsibility that Tidyee owes you.

10. Quality concerns, damage and complaints

Contact office@tidyee.co.uk or call 020 4653 9886 as soon as reasonably possible with your reference, visit date and a description of the issue. Photographs or other evidence are helpful where available. Reporting later or not having photographs does not automatically remove a right or remedy you have.

We will investigate with you, give a reasonable opportunity for inspection and an appropriate correction or re-clean of the original agreed work, or discuss a proportionate price reduction, credit or refund where correction is not appropriate or does not resolve the issue. Additional tasks are not included in a re-clean. Report suspected damage promptly so it can be investigated fairly.

Nothing in this process requires you to waive a statutory right, a legitimate card-provider dispute or another legal remedy. Raising a complaint or payment query does not itself authorise an extra charge.

11. Refunds and events outside reasonable control

Where a refund is due, we initiate it without undue delay, normally to the original payment method unless an appropriate alternative is agreed. Your bank or card provider controls the time it takes to appear. A saved card or administrative delay does not entitle us to retain payment for service that is refundable under your agreement or the law.

If an event outside reasonable control prevents an agreed visit, we will tell you promptly, take reasonable steps to reduce disruption and agree a replacement where possible. If the affected prepaid service cannot be provided and no alternative is agreed, it is credited or refunded. This does not authorise charging for an undelivered visit.

12. Responsibility and liability

We will carry out the obligations we owe you with reasonable care and skill and in accordance with the agreed scope and applicable law. Each party remains responsible for loss or damage for which it is legally liable. We do not exclude responsibility for all service damage or shift it to the customer merely because a subcontractor is involved.

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

13. Business purchasers and mandatory rights

The online commercial service is intended for business premises and purchasers authorised to act for their business. Multiple sites, uncertain measurements, specialist conditions and potential existing-staff transfer arrangements require separate review before service is accepted.

If a transaction legally qualifies as a consumer contract, any mandatory consumer information, cancellation rights and remedies take priority. Describing an order as business use, or ticking a business confirmation, does not remove rights that apply in law. Contact the team before booking if you need a consumer or domestic service.

14. Your records and changes to the agreement

Before payment, you are asked to accept the applicable terms and your displayed scope and agreed price. We record the accepted version, date and order summary. Payment and visit-confirmation emails provide a copy of the applicable terms for you to keep, and your account provides access to your saved agreement.

These terms apply to orders accepting this version. We do not retrospectively replace the terms accepted for an earlier order. An expressly agreed written variation or specific confirmed quotation takes priority over a conflicting general provision, subject always to mandatory law and the requirement for agreement before additional charges.

15. Contact, privacy and law

Contact Tidyee at office@tidyee.co.uk, 020 4653 9886 or the registered office above. Our privacy policy at https://tidyee.co.uk/privacy-policy/ explains booking records, payment processing, essential account sessions and optional reminders or marketing.

These terms and the business contracts they govern are subject to the law of England and Wales and the jurisdiction of its courts, without overriding any mandatory right to use another law or court. If part of these terms is unenforceable, the remaining lawful provisions continue to apply.