Last updated: 22 August 2026
These Terms & Conditions apply to cleaning services supplied by Ben Tenancy Cleans Ltd (“Ben Tenancy Cleans”, “we”, “us” or “our”).
By confirming a booking with us, you agree to these Terms & Conditions.
1. Our Services
Our principal cleaning services include:
– End of Tenancy Cleaning
– One-Off & Deep Cleaning
Optional additional services may be available, including carpet cleaning, appliance cleaning, upholstery cleaning, external window cleaning and other property-cleaning add-ons shown on our website or quotation.
The exact scope of work will depend on the service and add-ons stated in your confirmed quotation or booking.
2. Quotations
Prices displayed on our website may be starting prices or indicative prices unless expressly stated otherwise.
Your final quotation may depend on factors including:
– Property size and condition
– Number of rooms
– Cleaning service selected
– Additional services requested
– Accessibility
– Parking or access requirements
– Any unusual or excessive cleaning requirements
You should provide accurate information when requesting a quotation.
If the property’s condition or requirements are materially different from the information supplied, we will discuss any necessary change to the scope or price with you before carrying out additional chargeable work.
3. Bookings
A quotation request does not by itself guarantee a booking.
A booking is confirmed when Ben Tenancy Cleans accepts the booking and provides confirmation to the customer.
Requested dates and time slots are subject to availability.
4. Property Access
The customer is responsible for ensuring that our cleaning team can access the property at the agreed time.
Keys, entry codes, concierge arrangements or other access instructions should be arranged in advance.
Additional charges may apply where significant waiting time or a return visit is required because access was unavailable.
5. Utilities
The property should have suitable access to running water and electricity where these are reasonably required to perform the booked cleaning service.
If essential utilities are unavailable, we may be unable to complete some or all of the work.
6. Customer Responsibilities
Before our team arrives, customers should where reasonably possible:
– Remove valuable, fragile or highly personal items
– Secure cash, jewellery and other valuables
– Provide safe and reasonable access to areas requiring cleaning
– Inform us of delicate, damaged or specialist surfaces and items
– Inform us of known hazards within the property
– Ensure pets are safely managed where necessary
We should not be asked to move items that cannot reasonably or safely be moved.
7. Add-On Services
Services not included within the selected main cleaning package may be charged separately.
Where an additional service is required, it should be selected during the quotation/booking process or agreed with us before the work is performed.
8. Carpet and Upholstery Cleaning
Results can vary depending on material, age, wear, staining and previous treatments.
Although we will use reasonable care and appropriate cleaning methods, we cannot guarantee that every stain, mark, odour or permanent discolouration can be removed.
Customers should inform us of any known specialist fabric or manufacturer cleaning requirements before work begins.
9. End of Tenancy Cleaning and Deposits
Our End of Tenancy Cleaning service is designed to help leave a property clean and presentable for inspection and handover.
However, Ben Tenancy Cleans cannot guarantee the return of a tenancy deposit, because deposit decisions can depend on matters outside our control, including damage, rent arrears, inventory discrepancies and landlord or agent requirements unrelated to cleaning.
10. 72-Hour Re-Clean Guarantee
Where our 72-Hour Re-Clean Guarantee applies, customers should notify us within 72 hours of completion of the cleaning service if an area included within the agreed cleaning scope has been missed or has not been cleaned to the agreed standard.
Where the claim falls within the guarantee, we will arrange a reasonable opportunity to return and re-clean the relevant area.
The guarantee:
– Applies to cleaning included within the original confirmed service
– Does not cover services or add-ons that were not booked
– Does not cover new dirt, use or damage occurring after our clean
– Does not guarantee the return of a tenancy deposit
– Does not normally provide a cash alternative instead of allowing us an opportunity to rectify the cleaning issue
Reasonable evidence, such as photographs or an inspection report, may be requested to help us identify the issue.
11. Before-and-After Documentation
Where appropriate, our team may take before-and-after photographs of areas being cleaned for service verification, quality control and handling customer queries.
Any use of identifiable property photographs for marketing purposes should be subject to appropriate permission where required.
12. Cancellations and Rescheduling
Customers should contact us as early as possible if they need to cancel or change a booking.
Cancellation/rescheduling charges and notice period: 48hrs+ notice; full refund. 24-48hrs: 75% refund. Under 24hrs: 50% refund. No access/ no show up: no refund.
Any cancellation fee or loss of a booking payment must comply with applicable consumer law and should reflect the circumstances and reasonable losses associated with the cancellation.
13. Payment
Payment terms will be stated on the quotation, booking confirmation or invoice.
Unless otherwise agreed, payment must be made in accordance with those stated terms.
Any booking deposit or advance payment requirements should be clearly communicated before the customer confirms the booking.
14. Damage and Existing Defects
Our team will take reasonable care while working at the property.
Customers should notify us of any alleged damage as soon as reasonably possible so that we can investigate.
We are not responsible for pre-existing damage, ordinary wear and tear, inherent defects, deterioration, or damage caused by items or surfaces that are already unstable, defective or unsuitable for normal professional cleaning.
Nothing in these Terms excludes or restricts liability where doing so would be unlawful.
15. Complaints
If you are dissatisfied with our service, please contact us promptly and provide reasonable details of the issue.
Where appropriate, we will investigate and seek a reasonable resolution.
Cleaning-quality issues potentially covered by our 72-Hour Re-Clean Guarantee should be reported within the guarantee period.
16. Consumer Rights
Nothing in these Terms & Conditions is intended to remove or reduce rights that consumers have under applicable UK consumer law.
If there is a conflict between these Terms and rights that cannot legally be excluded, those statutory rights will apply.
17. Changes to These Terms
We may update these Terms & Conditions periodically.
The version applicable to a confirmed booking will normally be the version in effect when the booking was made, unless a change is required by law or otherwise agreed.
18. Governing Law
These Terms are governed by the applicable laws of England and Wales.
19. Contact
Ben Tenancy Cleans Ltd
Website: bentenancy.co.uk
Telephone: +447405412656
Email: 2025@bentenancy.co.uk
