1. About HomeGlow Cleaning Services
HomeGlow Cleaning Services is a London cleaning service providing domestic and commercial cleaning across London. Service visits are by confirmed appointment, subject to availability. You can contact us at enquiries@homeglowcleaningservices.co.uk or 07944 277347. Replies are sent within one business day.
2. Enquiries are not bookings
Submitting an enquiry, receiving a website estimate or requesting a preferred date does not create a confirmed booking. We review the property details, requested service, priorities, photographs, access requirements and availability before issuing or confirming a quote.
A booking is confirmed only when HomeGlow has expressly confirmed it after any required payment has been verified and a cleaner or team has been allocated. Until then, a proposed appointment may only be held provisionally.
3. Quotes, estimates and scope
The website does not confirm a price. The written quote confirms the agreed service, estimated duration, inclusions, exclusions and price. All services require a scope review appropriate to the property or premises.
If the condition, size, access, tasks or risks differ materially from the information supplied, we may revise the price, duration or scope before continuing. We will explain any material change.
4. Pricing, deposits and payment
A deposit may be requested for one-off domestic cleans, deep cleans, end-of-tenancy cleans, Declutter and Cleanings, larger jobs, urgent bookings or work where time has been specifically reserved. The usual guide is 25% of the quoted job value or £50 minimum, whichever is higher, unless HomeGlow confirms a different amount.
Where a deposit is required, the booking is not secured until it has been received unless HomeGlow confirms an exception in writing. Deposits are normally deducted from the final balance unless stated otherwise.
For one-off domestic, deep, end-of-tenancy, post-construction and declutter and cleaning bookings, the final balance is normally due no later than 24 hours before the service date unless HomeGlow agrees otherwise in writing. Regular clients may be approved for payment on the service day or agreed invoice terms. Use the payment method provided in the quote, invoice or booking confirmation.
5. Appointment holds and confirmation
A preferred date may be held while payment is pending, but this is not a confirmed appointment. Once the required payment is received and verified, HomeGlow will issue confirmation containing the date, arrival time or window, service, access notes and cleaner or team information where available.
6. Notice, arrival and access
Please enquire at least 72 hours before your preferred date. Preferred arrival dates and times are requests and remain subject to confirmation.
You must provide safe, lawful and timely access. Delays caused by unavailable access may reduce the cleaning time or lead to a rescheduling or cancellation charge. Please tell us about parking, pets, alarms, keys, concierge arrangements and any property-specific risks in advance.
7. Cancellation and rescheduling
Please give at least 48 hours’ notice to cancel or reschedule. If less than 24 hours’ notice is given, or the client is unavailable when HomeGlow attends at the agreed time, HomeGlow may retain the deposit at its discretion. Any decision to waive, transfer or retain a deposit will be considered fairly and confirmed by HomeGlow.
If access is unavailable, parking or access instructions are materially incorrect, or the premises are unsuitable or unsafe to clean, HomeGlow may pause, rearrange or cancel the visit. HomeGlow may also rearrange for illness, safety risk, emergency, severe travel disruption or another reasonable business need.
Any statutory cancellation rights that apply to a distance contract remain unaffected. If you ask us to begin a service during a statutory cancellation period, you may be asked to make that request expressly and may have to pay for work already supplied if you later cancel.
8. Your responsibilities
- Provide accurate information about the property, scope and condition.
- Secure valuables, cash, fragile items and confidential material.
- Identify delicate, damaged or specialist surfaces and provide care instructions.
- Provide safe utilities, ventilation and agreed equipment where required.
- Keep children, pets and other occupants safely away from working areas where necessary.
9. Products, equipment and exclusions
Where the client supplies equipment, a working mop, hoover and microfibre cloths should be available. HomeGlow can supply general cleaning products where agreed; any charge will be included in the written quote. Specialist chemicals, machinery, restoration work, pest treatment, hazardous waste, bodily fluids, mould remediation and external waste removal are excluded unless expressly agreed.
10. Quality and completion
We work to the agreed priorities and available time. Our five-point finish includes reviewing job notes and priorities, checking cleaned surfaces and presentation, accounting for products and equipment, and confirming satisfaction or recording any follow-up needed.
11. Damage, complaints and resolution
Please report concerns as soon as possible and, where practicable, within 48 hours of the service. Include photographs and a clear description so we can investigate. Do not arrange third-party repair or replacement before giving us a reasonable opportunity to review the matter, except where urgent action is reasonably necessary to prevent further loss or for safety.
We will consider the agreed scope, pre-existing condition, cleaner’s account, surface-care instructions, products or methods used and available evidence. Depending on the evidence, possible outcomes include a correction clean, professional repair or restoration, replacement or fair compensation, a goodwill gesture, an insurance route, or a written explanation where responsibility is not accepted. Nothing in these terms excludes liability where it would be unlawful to do so.
View the complaints and damage policy (PDF).
12. End-of-tenancy cleaning
End-of-tenancy cleaning is completed to the agreed written scope. It does not guarantee the return of a tenancy deposit, landlord or agent approval, or the removal of permanent damage, staining, wear, mould, pests or maintenance issues unless a specific guarantee is expressly included in your written quote.
13. Statutory rights
These terms do not reduce your rights under UK consumer law. Services will be provided with reasonable care and skill. If any term is found unenforceable, the remaining terms continue to apply.
14. Changes and governing law
We may update these terms for future bookings. The version supplied or linked when your booking is agreed will apply. These terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply.
For the complete policy documents, visit the policy documents page.