Company: TrueNest Cleaning Ltd
Company Number: 17358778
Email: info@truenestyh.com
Telephone: 07881 170006
Effective Date: 24 September 2026
Last Updated: 24 September 2026
1. ABOUT TRUENEST CLEANING LTD
1.1 These Terms & Conditions apply to cleaning and housekeeping services supplied by TrueNest Cleaning Ltd (“TrueNest”, “we”, “us” or “our”).
1.2 By requesting, booking or using our Services, the customer (“Customer”, “you” or “your”) agrees to these Terms & Conditions, together with any quotation, booking confirmation or other written agreement issued by TrueNest.
1.3 Where a separate written agreement has been entered into between TrueNest and the Customer, that agreement will take precedence over these Terms & Conditions where there is a conflict.
2. DEFINITIONS
For the purposes of these Terms:
“Customer” means the person, tenant, homeowner, landlord, business or organisation purchasing or receiving our Services.
“Property” means the residential, commercial or other premises where the Services are to be provided.
“Services” means any cleaning, housekeeping or related services provided by TrueNest.
“Cleaning Services” means services such as regular cleaning, deep cleaning, one-off cleaning, end-of-tenancy cleaning, Airbnb cleaning, commercial cleaning, oven cleaning, post-construction cleaning and other agreed cleaning services.
“Housekeeping Services” means separately booked services such as tidying, organising, decluttering, laundry, ironing, changing or making beds, rearranging items or other household assistance agreed with the Customer.
“Booking” means an agreed appointment for TrueNest to provide Services.
“Failed Visit” means an appointment where our cleaner is unable to reasonably start or complete the Services due to circumstances within the Customer's control, including access problems, unsafe conditions, inaccurate information or other circumstances covered by these Terms.
3. QUOTATIONS AND PRICING
3.1 Quotations are based on information provided by the Customer about the Property and the Services required.
3.2 The Customer must provide accurate information regarding:
Property size;
Number of rooms;
Number of bathrooms;
Level of cleaning required;
Current condition of the Property;
Amount of furniture or belongings;
Level of dirt, grease, staining or build-up;
Any additional cleaning requirements;
Access arrangements; and
Any circumstances that could affect the Services.
3.3 Prices may vary depending on the size, condition and requirements of the Property.
3.4 A quotation may need to be revised if the actual condition or requirements of the Property are materially different from the information provided when the quotation was issued.
3.5 Where practical, TrueNest may offer a site visit to assess the Property and provide a more accurate quotation.
3.6 Unless expressly stated otherwise, quotations are valid for the period stated on the quotation.
4. BOOKING CONFIRMATION
4.1 A booking is confirmed when TrueNest has accepted the booking and the required deposit or other agreed payment has been received.
4.2 Availability is not guaranteed until the booking has been confirmed.
4.3 The Customer is responsible for checking the booking date, time, Property address and Services included in the booking.
4.4 Any requested changes to a confirmed booking are subject to availability.
5. ACCESS TO THE PROPERTY
5.1 The Customer must provide TrueNest with safe and reasonable access to the Property at the agreed time.
5.2 Access may be provided by:
The Customer being present;
A key;
A key safe;
An agreed access code;
A landlord, tenant, property manager or other authorised person; or
Another access method agreed in advance.
5.3 If our cleaner cannot access the Property because the Customer has failed to provide the agreed access arrangements, the appointment may be treated as a Failed Visit.
5.4 Failed Visit – Access
If our cleaner is unable to access the Property at the agreed time due to circumstances within the Customer's control, including the Customer not being present, providing incorrect access information or failing to provide the agreed access arrangements, a minimum charge of 30% of the original agreed service price will apply.
This charge is intended to cover time, travel, scheduling and other costs associated with the Failed Visit.
Any additional reasonable costs directly incurred by TrueNest, including parking charges, may also be charged where permitted by law.
5.5 The Customer must not provide keys, access codes or security information that are incorrect, unsafe or likely to prevent reasonable access.
6. CUSTOMER RESPONSIBILITIES
6.1 The Customer must provide accurate and complete information necessary for TrueNest to provide the Services safely and effectively.
6.2 Access to Areas and Surfaces to Be Cleaned
The Customer is responsible for ensuring that all areas, rooms and surfaces included in the agreed Services are reasonably accessible to the cleaner at the time of the appointment.
The Customer should, where reasonably possible, remove or relocate personal belongings, clutter and other items that prevent reasonable access to the areas or surfaces to be cleaned.
TrueNest provides both cleaning and housekeeping services. Housekeeping is a separate service from standard cleaning and must be specifically requested, quoted and agreed in advance. Standard cleaning does not automatically include housekeeping, organising, decluttering, rearranging belongings or other housekeeping tasks unless these services have been separately booked.
6.3 Furniture, Beds and Sofas
Cleaners will generally clean around furniture, beds, sofas and other large or heavy items where reasonable access is available.
Cleaners may move lightweight furniture, chairs and similar movable items where it is safe and reasonable to do so.
Cleaners are not expected to move heavy furniture, wardrobes, beds, sofas, cabinets, appliances or other large or heavy items in order to clean underneath, behind or inside them.
The Customer is responsible for moving or arranging heavy or bulky items where they require cleaning underneath, behind or around them, unless a separate service for moving or handling such items has been specifically agreed in advance.
6.4 Housekeeping and Additional Services
TrueNest offers housekeeping as a separate service from standard cleaning.
Housekeeping may include, where specifically agreed:
Tidying and organising;
Decluttering;
Organising cupboards, wardrobes or drawers;
Laundry;
Ironing;
Making or changing beds;
Rearranging household items;
Other agreed household assistance.
Housekeeping Services must be specifically requested, quoted and agreed before the appointment.
6.5 The Customer must inform TrueNest in advance about any circumstances that could affect the Services, including:
Broken or damaged fixtures;
Dangerous substances;
Pest infestations;
Biohazards;
Excessive mould;
Needles or sharps;
Aggressive animals;
Unsafe flooring;
Building works;
Water leaks;
Electrical hazards; or
Other known risks.
6.6 The Customer must ensure that the Property is reasonably accessible and that cleaners can safely carry out the agreed Services.
6.7 Where necessary, the Customer must provide access to working electricity, water and reasonable lighting.
6.8 TrueNest may require unsafe conditions to be corrected before Services can start or resume.
6.9 Unsafe Property / Failed Visit
TrueNest may refuse to start or may stop the Services where the Property presents a serious or unreasonable health, safety or working risk, including where relevant hazards or conditions were not disclosed to us before the booking.
Where the unsafe condition is due to circumstances within the Customer's control, or the Customer has failed to provide accurate information about the Property, the appointment may be treated as a Failed Visit.
In such circumstances, a minimum charge of 30% of the original agreed service price will apply, together with any additional reasonable costs directly incurred by TrueNest, including parking charges, travel-related costs or other reasonable costs arising from the Failed Visit, where permitted by law.
7. CONDITION OF THE PROPERTY
7.1 Cleaning results depend partly on the condition and age of surfaces, fixtures, appliances and furnishings.
7.2 TrueNest cannot guarantee the complete removal of:
Permanent staining;
Burn marks;
Discolouration;
Limescale that has permanently damaged a surface;
Rust;
Mould staining;
Scratches;
Paint damage;
Grease that has permanently affected a surface;
Old or ingrained dirt;
Damage caused by previous cleaning methods; or
Other permanent deterioration.
7.3 TrueNest will use reasonable professional efforts to achieve the agreed cleaning standard.
8. CLEANING PRODUCTS AND EQUIPMENT
8.1 TrueNest may provide its own cleaning products and equipment unless otherwise agreed.
8.2 Customers must inform TrueNest in advance of any allergies, sensitivities or product restrictions that may affect the Services.
8.3 Where the Customer requests the use of specific cleaning products, the Customer is responsible for providing suitable products unless otherwise agreed.
8.4 TrueNest will not knowingly use a product where it reasonably believes doing so could damage a surface, appliance or item.
9. DELICATE, SPECIALIST AND HIGH-VALUE ITEMS
9.1 The Customer must identify delicate, valuable or specialist items before cleaning begins.
9.2 Items requiring specialist cleaning should be disclosed before the booking.
9.3 TrueNest may decline to clean an item where:
The correct cleaning method is uncertain;
The item requires specialist restoration;
There is a significant risk of damage; or
TrueNest does not have the specialist equipment or expertise required.
9.4 Customers should remove or secure valuable, fragile or sentimental items before cleaning.
10. CLEANING RESULTS
10.1 TrueNest will provide the Services with reasonable care and skill.
10.2 Cleaning results may vary depending on:
Existing condition;
Age of surfaces;
Type of material;
Previous cleaning;
Level of dirt;
Staining;
Grease;
Limescale;
Wear and tear; and
Other conditions outside TrueNest's reasonable control.
10.3 TrueNest does not guarantee that every stain, mark, odour or defect can be removed.
11. REGULAR CLEANING SERVICES
11.1 Regular cleaning appointments are provided according to the agreed frequency and scope.
11.2 The Customer should provide reasonable notice if they need to change or cancel a regular appointment.
11.3 Repeated cancellations, access problems or non-payment may result in future bookings being declined.
11.4 The Customer must notify TrueNest of any change to the Property or cleaning requirements that may affect the agreed service.
12. ONE-OFF AND DEEP CLEANING
12.1 One-off and deep cleaning services are based on the agreed scope of work.
12.2 Deep cleaning may require additional time depending on the condition of the Property.
12.3 Where the Property requires substantially more work than originally described, additional charges may apply in accordance with Section 17.
13. END-OF-TENANCY CLEANING
13.1 End-of-tenancy cleaning is intended to clean the Property to the agreed scope and standard.
13.2 The Customer remains responsible for:
Removing personal belongings where required;
Removing rubbish unless rubbish removal has been agreed;
Providing access;
Disclosing damage or unusual conditions; and
Ensuring utilities required for cleaning are available.
13.3 TrueNest cannot guarantee that a landlord or letting agent will accept a Property as meeting their particular check-out standard unless that specific standard has been expressly agreed in writing.
13.4 Existing damage, permanent staining, wear and tear or defects are not considered cleaning failures.
14. AIRBNB AND SHORT-TERM RENTAL CLEANING
14.1 Airbnb and short-term rental cleaning must be booked with sufficient time to complete the agreed Services between guests where possible.
14.2 The Customer must provide accurate information regarding:
Check-out time;
Check-in time;
Property size;
Linen requirements;
Laundry requirements;
Restocking requirements; and
Any special guest requirements.
14.3 Additional services such as laundry, linen changes, restocking, rubbish removal or emergency cleaning may incur additional charges unless included in the agreed quotation.
14.4 TrueNest is not responsible for delays caused by guests, late check-outs, missing keys or access problems outside our control.
15. COMMERCIAL CLEANING
15.1 Commercial cleaning Services are provided according to the agreed quotation, schedule and scope of work.
15.2 Commercial Customers must provide suitable access and a reasonably safe working environment.
15.3 Additional tasks outside the agreed scope may incur additional charges.
15.4 Where a commercial Customer requires regular Services, payment arrangements may be agreed separately in writing.
16. PAYMENT
16.1 Payment must be made using the payment method and within the timeframe agreed at booking.
16.2 Booking Deposit
A 20% deposit is required to secure and confirm a booking.
The deposit is generally non-refundable where the Customer cancels the booking or fails to provide access, subject to the Customer's statutory rights and any circumstances where a refund is required by law.
16.3 Unless otherwise agreed, the remaining 80% balance is payable when the Services have been completed.
16.4 Where a Failed Visit charge applies under Sections 5.4 or 6.9, any deposit already paid may be applied towards the applicable Failed Visit charge. Any remaining amount due must be paid by the Customer where applicable.
16.5 Additional Services or work outside the agreed scope may incur additional charges. Where reasonably possible, TrueNest will agree additional charges with the Customer before carrying out the additional work.
16.6 Invoices must be paid by the stated due date.
16.7 TrueNest may suspend or decline future Services where an undisputed invoice remains overdue.
16.8 TrueNest will not impose charges that are disproportionate or otherwise prohibited by applicable law.
16.9 Nothing in these Terms is intended to remove or restrict any statutory cancellation, refund or consumer rights that cannot legally be excluded.
17. ADDITIONAL WORK AND CHARGES
17.1 If the actual condition of the Property is materially different from the information provided when the booking was made, TrueNest may discuss additional work and charges with the Customer.
17.2 Examples include:
Excessive dirt or grease;
Heavy limescale;
Excessive rubbish;
Additional rooms;
Additional appliances;
Internal windows;
Additional laundry;
Heavy pet hair;
Excessive staining;
Post-construction dust;
Additional cleaning requested by the Customer;
Housekeeping Services; or
Work outside the original quotation.
17.3 Where possible, TrueNest will obtain the Customer's agreement before carrying out additional chargeable work.
18. CUSTOMER CANCELLATION
18.1 Customers should provide as much notice as reasonably possible when cancelling or rescheduling a booking.
18.2 Where a booking is cancelled, the 20% deposit may be retained subject to the Customer's statutory rights and applicable law.
18.3 Where a cancellation occurs sufficiently close to the appointment and causes TrueNest to incur reasonable direct costs or loss, TrueNest may seek to recover reasonable charges where legally permitted.
18.4 Any cancellation charge will be based on reasonable circumstances and will not be intended to create an unfair or disproportionate penalty.
18.5 Where a Customer has a statutory cancellation right, that right will apply.
19. CONSUMER 14-DAY CANCELLATION RIGHTS
19.1 Where applicable, consumers entering into a distance or off-premises contract may have a statutory 14-day cancellation period.
19.2 Where the Customer requests that Services begin during the statutory cancellation period, the Customer may be required to pay a reasonable amount for Services actually supplied before cancellation, where permitted by law.
19.3 Certain statutory exemptions may apply depending on the nature and timing of the Services.
19.4 Nothing in these Terms removes or restricts rights that consumers have under applicable law.
20. CANCELLATION BY TRUENEST
20.1 TrueNest may cancel or reschedule a booking where circumstances make it unreasonable, unsafe or impossible to provide the Services.
20.2 This may include:
Serious illness or emergency;
Staff or operational emergencies;
Unsafe working conditions;
Severe weather;
Access problems;
Property hazards;
Events outside our reasonable control; or
Other circumstances covered by Section 34.
20.3 Where TrueNest cancels a booking and the Customer is entitled to a refund under applicable law or the agreed terms, the appropriate amount will be refunded.
21. ARRIVAL TIMES
21.1 TrueNest will make reasonable efforts to arrive within the agreed appointment window.
21.2 Arrival times may be affected by:
Traffic;
Parking;
Previous appointments;
Weather;
Emergencies;
Access issues; or
Other circumstances outside our reasonable control.
21.3 Where there is a significant delay, TrueNest will make reasonable efforts to notify the Customer.
22. CUSTOMER BELONGINGS AND VALUABLES
22.1 Customers are responsible for securing cash, jewellery, documents, electronics, confidential materials and other valuable possessions before cleaning.
22.2 TrueNest should be informed about any item requiring special care.
22.3 Customers should not leave cash or valuable items in areas where cleaning is being carried out.
23. DAMAGE OR LOSS
23.1 TrueNest will take reasonable care when providing Services.
23.2 Customers must report any alleged damage or loss to TrueNest as soon as reasonably possible after discovering it.
23.3 Where appropriate, TrueNest may request photographs, evidence or other information to investigate a complaint.
23.4 TrueNest will not accept responsibility for damage caused by:
Pre-existing defects;
Normal wear and tear;
Faulty or unstable items;
Incorrect information supplied by the Customer;
Unsafe or unsuitable surfaces;
Defective appliances;
Hidden defects; or
Circumstances outside TrueNest's reasonable control.
23.5 Nothing in these Terms excludes liability that cannot legally be excluded.
24. LIABILITY
24.1 TrueNest will provide Services with reasonable care and skill.
24.2 Nothing in these Terms excludes or limits liability for matters that cannot legally be excluded or limited.
24.3 Subject to applicable law, TrueNest is not responsible for indirect or consequential losses arising from the Services where such losses are not reasonably foreseeable or are otherwise not legally recoverable.
24.4 Customers should maintain appropriate insurance for their Property and valuable belongings.
24.5 These Terms do not affect the Customer's statutory rights.
25. PRE-EXISTING DAMAGE
25.1 The Customer must disclose known damage or defects before cleaning.
25.2 TrueNest is not responsible for damage that existed before the Services began.
25.3 Where practical, TrueNest may photograph or record pre-existing damage for operational purposes.
26. HEALTH AND SAFETY
26.1 TrueNest is committed to providing Services in a reasonably safe manner.
26.2 Cleaners may refuse to carry out work where they reasonably believe there is a serious health or safety risk.
26.3 This may include:
Dangerous chemicals;
Exposed electrical wiring;
Needles or sharps;
Aggressive animals;
Structural hazards;
Severe mould;
Serious pest infestation;
Biohazards;
Unsafe working conditions; or
Other serious hazards.
26.4 The Customer must inform TrueNest about known hazards before the appointment.
26.5 Where a health or safety condition prevents the Services and is attributable to the Customer or was not disclosed before booking, Section 6.9 may apply.
27. PEST INFESTATIONS AND BIOHAZARDS
27.1 Customers must disclose known pest infestations or biohazards before booking.
27.2 TrueNest may refuse to provide Services where specialist treatment or specialist protective equipment is required.
27.3 Examples may include:
Bed bugs;
Fleas;
Rodents;
Large insect infestations;
Human or animal waste;
Needles;
Bodily fluids;
Hazardous biological materials; or
Other serious contamination.
27.4 Where a serious undisclosed pest infestation or biohazard prevents safe cleaning and the circumstances are within the Customer's control, the appointment may be treated as a Failed Visit under Section 6.9.
28. PETS
28.1 Customers must inform TrueNest if pets are present at the Property.
28.2 Customers are responsible for keeping animals under reasonable control while cleaners are working.
28.3 TrueNest may refuse or stop Services where an animal creates an immediate or unreasonable safety risk.
28.4 TrueNest is not responsible for pets escaping where the Customer has failed to provide appropriate containment or instructions.
28.5 Where an animal creates an immediate or unreasonable safety risk preventing Services and the circumstances are within the Customer's control, the appointment may be treated as a Failed Visit under Section 6.9.
29. CHILDREN AND VULNERABLE PERSONS
29.1 The Customer is responsible for the safety and supervision of children and vulnerable persons while cleaning is being carried out.
29.2 Customers should keep children and vulnerable persons away from areas where cleaning products or equipment are being used.
29.3 TrueNest cleaners are not responsible for supervising children or vulnerable persons.
30. KEYS, ACCESS CODES AND SECURITY
30.1 Where keys or access codes are provided, the Customer confirms that they are authorised to provide them.
30.2 Customers should not provide security information belonging to another person without appropriate authority.
30.3 TrueNest will take reasonable care of keys and access information provided for the purpose of carrying out Services.
30.4 Customers should notify TrueNest immediately if an access code or key is changed.
30.5 TrueNest will not be responsible for delays caused by incorrect or changed access information that has not been communicated to us.
31. PHOTOGRAPHS AND BEFORE/AFTER IMAGES
31.1 TrueNest may take photographs of cleaning areas where reasonably necessary for:
Recording the condition of the Property;
Documenting pre-existing damage;
Quality control;
Handling complaints;
Providing evidence regarding the condition of a Property; or
Internal operational purposes.
31.2 Photographs will be handled in accordance with TrueNest's Privacy Policy and applicable data protection law.
31.3 TrueNest will not use photographs containing identifiable personal information for public marketing purposes without appropriate permission or another lawful basis.
32. CUSTOMER COMPLAINTS
32.1 TrueNest aims to resolve complaints fairly and professionally.
32.2 Customers should contact TrueNest as soon as reasonably possible if they are dissatisfied with the Services.
32.3 Complaints should include:
Customer name;
Property address;
Date of service;
Description of the issue; and
Photographs or other relevant evidence where appropriate.
32.4 TrueNest may investigate the complaint before determining an appropriate resolution.
33. RE-CLEANING OR RECTIFICATION
33.1 Where a legitimate cleaning issue is identified, TrueNest may, where appropriate, offer a reasonable opportunity to return and rectify the issue.
33.2 Re-cleaning may be offered where:
The issue relates directly to the agreed Services;
The Customer has notified TrueNest within a reasonable period; and
The issue can reasonably be corrected through cleaning.
33.3 Re-cleaning does not cover:
Pre-existing damage;
Permanent staining;
Wear and tear;
Damage caused by another person;
Conditions outside the agreed scope;
New dirt or damage occurring after the original cleaning; or
Work that was not included in the original booking.
33.4 Nothing in this section limits the Customer's statutory rights.
34. FORCE MAJEURE
34.1 TrueNest will not be responsible for failure or delay caused by circumstances beyond our reasonable control.
34.2 Examples may include:
Severe weather;
Flooding;
Fire;
Power failures;
Road closures;
Serious accidents;
Government restrictions;
Public emergencies;
Serious illness;
Staff emergencies;
Industrial action; or
Other circumstances beyond our reasonable control.
34.3 Where reasonably possible, TrueNest will notify the Customer and attempt to rearrange the appointment.
35. COMMERCIAL CUSTOMERS
35.1 Commercial Customers may be subject to additional written terms, service agreements or payment arrangements.
35.2 Where a commercial agreement conflicts with these Terms, the specific written commercial agreement will take precedence.
35.3 Commercial Customers must provide a reasonably safe working environment and disclose relevant workplace hazards.
36. PRIVACY AND PERSONAL DATA
36.1 TrueNest may collect and process personal information necessary to provide Services and manage Customer relationships.
36.2 Personal information may include:
Name;
Telephone number;
Email address;
Property address;
Booking information;
Payment information;
Access information where required; and
Other information necessary to provide Services.
36.3 TrueNest will handle personal information in accordance with applicable UK data protection law and its Privacy Policy.
36.4 Customers should refer to the TrueNest Privacy Policy for further information about how personal data is collected, used, stored and protected.
37. MARKETING COMMUNICATIONS
37.1 TrueNest may send marketing communications where permitted by applicable law and where the Customer has provided the necessary consent or another lawful basis applies.
37.2 Customers may opt out of marketing communications where applicable.
37.3 Service-related communications, such as booking confirmations, appointment updates and invoices, may still be sent where necessary to provide the Services.
38. INTELLECTUAL PROPERTY
38.1 The TrueNest name, logo, website content, photographs, marketing materials and other original materials remain the property of TrueNest or its relevant licensors unless otherwise stated.
38.2 Customers must not copy, reproduce or commercially use TrueNest branding or materials without permission.
39. CHANGES TO THESE TERMS
39.1 TrueNest may update these Terms from time to time.
39.2 The latest version will be made available through the TrueNest website or provided to Customers where appropriate.
39.3 Changes will not remove or restrict rights that cannot legally be removed or restricted.
39.4 Where a Customer has already entered into a booking, the version of the Terms applicable to that booking will generally apply unless a change is required by law or otherwise agreed.
40. GOVERNING LAW
40.1 These Terms are governed by the laws of England and Wales.
40.2 Where applicable, disputes may be dealt with by the courts of England and Wales, subject to any mandatory consumer rights regarding jurisdiction.
41. SEVERABILITY
41.1 If any provision of these Terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue to apply.
41.2 The invalid provision will be interpreted or amended to the extent necessary to make it lawful where legally possible.
42. ENTIRE AGREEMENT
42.1 These Terms, together with the applicable quotation, booking confirmation and any separate written agreement, form the agreement between TrueNest and the Customer concerning the Services.
42.2 No provision is intended to remove or restrict any statutory rights that cannot legally be excluded.
43. CUSTOMER STATUTORY RIGHTS
43.1 Nothing in these Terms affects rights that the Customer has under applicable UK consumer or other legislation.
43.2 Where the law gives the Customer rights relating to the quality of Services, cancellation, refunds, remedies or other matters, those rights continue to apply.
43.3 If any provision of these Terms conflicts with a mandatory legal right, the mandatory legal right will take precedence.
44. CONTACT DETAILS
If you have any questions regarding these Terms & Conditions, a booking or our Services, please contact:
TrueNest Cleaning Ltd
Company Number: 17358778
Telephone: 07881170006
Email: info@truenestyh.com
Website: www.truenestyh.com
ACCEPTANCE OF TERMS
By requesting, booking or using TrueNest Cleaning Ltd's Services, the Customer confirms that they have had the opportunity to read and understand these Terms & Conditions and agree to be bound by them, subject to their statutory rights.
TrueNest Cleaning Ltd
Company Number: 17358778