Terms & Conditions
Effective from July 2026. These terms apply to all bookings made via onelesschore.co.uk.
1. Booking & Payment
All prices are in GBP (£) and are the total price payable. We are not VAT registered, so no VAT is added to our prices. Pay-As-You-Go bookings are charged at £23.00 per hour. Subscription bookings — a guaranteed weekly slot, with your next 4 cleans always booked ahead — are charged at the discounted rate of £19.00 per hour, for as long as your subscription runs. Both plans have a minimum booking of 2 hours. The total amount is calculated based on the rooms you select in the calculator.
You may pay by secure Stripe card payment, bank transfer, or cash on arrival. For subscriptions paid by card, your first clean is charged upfront; each subsequent weekly clean is automatically billed to your saved card 3 days before that appointment. If your bank requires additional verification (3D Secure) for a recurring payment, we will email you a secure link to confirm it.
2. Cancellation, Rescheduling & Refunds
Rescheduling: Yes! We understand plans change. You can move a Pay-As-You-Go booking to a new date and time at any point before it starts, subject to slot availability, directly through your account. However, rescheduled bookings become permanently non-refundable — if you later cancel a booking that has been rescheduled, no refund will be issued regardless of how much notice you give.
Why? Our standard cancellation policy (which offers refunds with 48 hours' notice) is designed to give us enough time to fill an empty slot. To prevent that window being bypassed by repeatedly moving a booking further out and then cancelling it instead, any booking that has been rescheduled waives its right to a future refund. Subscription bookings cannot be rescheduled online — contact us directly to change one.
Cancellation refunds:
• 48+ hours before the scheduled start time — full refund.
• 24–48 hours before the scheduled start time — 50% refund.
• Less than 24 hours before the scheduled start time — no refund.
Refunds are processed automatically via Stripe and typically appear in your account within 5–10 business days.
Subscriptions:your weekly slot continues automatically — we always keep your next 4 cleans booked — until you cancel it. You can cancel a single upcoming clean without affecting the rest of your subscription (refunded per the tiers above if it had already been billed, free if it hadn't), or cancel the whole subscription at once, which stops future weeks and refunds every remaining booked clean individually per its own scheduled date.
3. 14-Day Cooling-Off Period (Consumer Contracts Regulations 2013)
Under the Consumer Contracts Regulations, you have the right to cancel your booking within 14 days of making it (the "cooling-off period"). However, because our cleaning service is scheduled for a specific date and time, you expressly request that the service begins before the 14-day cooling-off period expires. By agreeing to these terms and ticking the waiver checkbox during booking, you acknowledge that once we begin providing the service, you lose the right to cancel under the cooling-off regulations.
4. Access to Property
You must provide access to the property at the scheduled time. If we cannot gain access within 15 minutes of the scheduled start time, the booking will be treated as a late cancellation and no refund will be issued.
5. Time as a Budget
Think of your booked hours as a time budget. In a standard 2-hour slot, we have 120 minutes of total cleaning power. If we spend 45 of those minutes chiselling baked-on grease out of a microwave or scrubbing heavy limescale off shower glass, that leaves only 75 minutes for the rest of the entire house. If you have high-priority areas, let us know so we can spend your time budget there first.
6. Condition Levels
To make sure we match the right amount of time to your home, please be realistic about its current baseline:
Level 1 — Surface Clean: The home is generally tidy/clean, just needs a routine dust, vacuum, and sanitise.
Level 2 — Family/Living Clean:Normal buildup of a busy household, pet hair, a few sticky spots, or it hasn't had a thorough clean in 2–3 weeks.
Level 3 — Deep Scrub Needed:Heavy limescale on glass, built-up grease in the kitchen, thick dust on woodwork, or it hasn't been deep cleaned in over a month.
If a Level 3 home is booked under a Level 1 time slot, we will work as hard as we can through your priority list, but we cannot guarantee the entire house will be finished in the booked time. You can extend your booking with 48 hours' notice if availability allows.
7. Strict Time Boundaries
To keep our schedules fair for all clients, our cleans are strictly bound to the time slot booked. When your booked time is up, we will pack up and head to our next appointment. If you feel your home needs extra time, please let us know 48 hours in advance and we can extend your slot if availability allows.
8. Preparation ("Tidy to Clean" Rule)
To ensure we can clean effectively within the booked time, please ensure surfaces, floors, and beds are clear of clothing, toys, or excessive clutter. The kitchen sink should be free of washing up. If a room is heavily cluttered, we will clean around items as best as possible to stay on schedule.
9. Service Scope
A regular maintenance clean includes dusting accessible surfaces, vacuuming, mopping, bathroom cleaning, and kitchen cleaning as detailed in our "What's Included" section. For oven cleaning, fridge cleaning, window washing, or bed sheet changes, please contact us for a separate quote.
10. Liability
Public liability insurance is held with [INSURER NAME], [INSURER CONTACT], covering our services within the United Kingdom. Any accidental damage must be reported within 24 hours of the clean. We are not liable for pre-existing damage or wear and tear.
We will perform every clean with reasonable care and skill as required by the Consumer Rights Act 2015. If you believe a clean falls short, tell us within 48 hours and we will re-clean the affected areas at no cost or offer an appropriate price reduction. Nothing in these terms affects your statutory rights.
11. Complaints
If you're unhappy with any part of our service, email hello@onelesschore.co.uk with "Complaint" in the subject line; we aim to acknowledge within 2 working days and respond fully within 14 days.
12. Cancellation form
If you wish to cancel your contract under the Consumer Contracts Regulations 2013, you may (but do not have to) use the model cancellation form below:
To [YOUR FULL LEGAL NAME], [YOUR SERVICE ADDRESS], hello@onelesschore.co.uk:
I hereby give notice that I cancel my contract for the supply of the following service:
Ordered on / received on: ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Signature of consumer (only if this form is notified on paper): ____________________
Date: ____________________
13. Privacy
Your personal data is stored securely and used only for booking and service purposes. Card payment details are handled by Stripe and never stored on our servers.