Booking Policy

1. Getting a quote

Quotes are free and there is no obligation. Use the price calculator, the enquiry form, WhatsApp or email. During opening hours we usually reply within minutes; otherwise within 24 hours.

Quotes are based on your postcode, the service, the number of bedrooms and bathrooms, and anything you tell us about the property's condition. Quotes are valid for 14 days from the date they are issued.

2. Confirming a booking

A booking is confirmed when we have three things: your written agreement to the quote (WhatsApp or email is fine), a 50% deposit by bank transfer, and the full address with access instructions.

Bookings are not confirmed until the deposit has cleared. Your time slot is held for 24 hours after we send the quote; after that it may be offered to another customer.

3. Pricing and payment

All prices are in pounds sterling and include the cleaner's time, cleaning products, equipment and travel within our service area.

Payment is in two parts: 50% by bank transfer to confirm the booking, and the remaining 50% by bank transfer after the clean is completed. The deposit is non-refundable except as set out in our cancellation policy.

For regular weekly or fortnightly cleans, the deposit applies to the first visit only. Subsequent visits are paid after each clean unless we agree a monthly invoice.

4. Service area

We cover all of London, including Hackney, Stratford, Bow, Bethnal Green, Walthamstow, Leyton, Canary Wharf, Newham, Ilford and Dagenham. Use the postcode checker on our site. If you are just outside these areas we may still be able to help, and any travel charge will be shown in your quote before you book.

5. Keys and access

You can be home for the clean, or give your cleaner a key, key-safe code or smart-lock code. Every JL Cleans cleaner is vetted and reference-checked, and keys and codes are kept confidential and never labelled with your address.

If our cleaner cannot get in at the agreed time, we will try to reach you. Waiting time beyond 20 minutes may be charged. If access is not possible, the visit is treated as a late cancellation under our cancellation policy.

6. Scope of work

What each service covers is set out on the service pages and on the printed checklist the cleaner works to. The final price is confirmed before booking, based on what you have told us about the property.

If the property is materially different from what was described (for example more rooms, heavy soiling, or items not cleared for an end of tenancy clean), we will tell you before starting and agree any change in price or scope. Tasks outside the agreed scope are quoted before we do them.

7. Re-cleans and complaints

If something on the checklist has been missed, tell us within 24 hours of the clean (48 hours for end of tenancy cleans where an agent's inspection is involved) and we will come back and put it right at no charge.

The re-clean promise covers the agreed checklist. It does not cover items that were not part of the service, damage that happened after the clean, or issues reported after the time limit.

8. Liability

JL Cleans is insured for public liability and accidental damage. Any damage must be reported to us in writing within 24 hours, ideally with photos. How claims are handled is set out in our valuables policy.

9. Changing a booking

You can move the date or time of a booking free of charge with more than 48 hours' notice. Changes with less notice are treated as cancellations under our cancellation policy.

10. Right to refuse service

We may decline or stop a clean if the property is unsafe, if our cleaner is treated abusively, if the property was materially misrepresented, or if a previous balance is unpaid. Where a clean is stopped for one of these reasons the deposit is retained.