Last updated: 22 August 2026
These OrganiCleaning Booking Terms explain the conditions that apply when you request or book a domestic, one-off or Airbnb cleaning service from OrganiCleaning Home in London.
Please read them carefully before submitting a booking request. By accepting these Booking Terms, you confirm that you have read and understood them.
1. About us
OrganiCleaning Home is operated by Organicleanings Ltd, a company registered in England under company registration number 15606375.
Registered address: 15 Archer Square, London SE14 6EX, United Kingdom
Telephone: 0203 947 9739
Email: info@organicleaning.co.uk
In these terms, “OrganiCleaning”, “we”, “us” and “our” refer to Organicleanings Ltd. “You” and “your” refer to the person requesting or purchasing the cleaning service.
2. Services covered by these terms
These terms apply to cleaning services requested through the OrganiCleaning Home website, including:
- Regular domestic cleaning;
- One-off domestic cleaning;
- Airbnb and short-let cleaning-only services;
- Selected add-on cleaning services; and
- Any other home-cleaning service that we confirm in writing.
An Airbnb Full Management form is an enquiry only. It does not create a booking or contract. Full Management services are subject to a separate written proposal, price and service agreement.
Unless we expressly agree otherwise in writing, our standard domestic and one-off services do not include deep cleaning, end-of-tenancy cleaning, post-construction cleaning, external window cleaning, mould remediation, pest treatment, hazardous-waste removal or biohazard cleaning. Any specialist or excluded work requires a separate written quotation and confirmation.
If you book a service wholly or mainly for business purposes, including operating an Airbnb or short-let business, statutory consumer cancellation rights may not apply. Your contractual cancellation rights will instead be those stated in these terms, our Cancellation Policy and any separate written agreement.
Unless we confirm a recurring arrangement in writing, each online booking is for one cleaning visit.
Where we confirm weekly, fortnightly or another recurring service, one ongoing contract covers the scheduled visits until you or we end it in accordance with these terms. The statutory 14-day cancellation period begins when that recurring contract is formed; it does not restart for every scheduled visit. Each individual appointment remains subject to the notice periods in our Cancellation Policy. There is no minimum commitment unless we expressly agree one with you in writing before the recurring arrangement begins.
3. Booking requests and confirmation
Submitting the online form creates a booking request only. It does not guarantee availability and does not create a confirmed booking.
After receiving your request, a member of our team will:
- Check your preferred date and time;
- Confirm availability; or
- Suggest the nearest available alternative.
A contract is formed only when we send you a clear booking-confirmation email containing the agreed date, time, service and price.
Our confirmation email will also provide or attach a durable copy of the Booking Terms and Cancellation Policy that you accepted, the statutory cancellation information and model cancellation form, and any express request you made for the service to begin during the 14-day cancellation period. Please keep this email for your records.
If we suggest an alternative appointment, no contract for that alternative is formed until you accept it and we confirm it.
We may refuse a booking request where the address is outside our service area, we do not have a suitable team available, the work presents a health or safety risk, or we are unable to meet the requested requirements.
4. Information you provide
You must provide complete and accurate information, including:
- Your name and contact details;
- The full cleaning address and postcode;
- The type of service required;
- The property size where requested;
- Access and parking information;
- Any pets, alarms or security arrangements;
- Any delicate, damaged or specialist surfaces; and
- Any known health or safety risks.
Please contact us promptly if any information changes. We are not responsible for delays or incomplete work caused by inaccurate, incomplete or late information.
5. Service time and estimates
Domestic and one-off cleaning services are normally time-based. The time selected during booking is the requested base cleaning time.
Add-on services may increase the estimated duration. The times shown for ironing, fridge cleaning, interior windows and bed changing are approximate and may vary depending on their condition, size and quantity.
Airbnb Cleaning Only times are estimates based on the number of bedrooms and bathrooms. The actual time required may vary according to the property’s condition, layout, linen requirements, previous guest use and required turnaround standard.
A time estimate is not a guarantee that every requested task can be completed. If there is insufficient time, the cleaner will prioritise the tasks you identified, where reasonably possible.
If additional time or work is needed, we will request your approval before adding it to the final agreed amount.
6. Prices
Prices are stated in pounds sterling. The booking form displays the applicable hourly rate and an estimated total based on the information provided.
The price shown to a consumer is the total price payable for the confirmed service. If VAT applies, it is included unless we clearly state otherwise before the booking is confirmed.
The estimated price may change if:
- The information supplied during booking was inaccurate;
- The property’s condition is materially different from what was described;
- You request additional time or services;
- Access delays reduce the available cleaning time; or
- We agree to change the booking.
We will explain any material price change and ask for your agreement before charging an increased amount.
Eco-friendly cleaning products are charged at the additional hourly amount displayed during booking. If this option is not selected, you are responsible for providing suitable cleaning products as agreed.
7. Products and equipment
You must ensure that any products or equipment you provide are safe, suitable, in working order and available when the cleaner arrives.
Please tell us before the appointment about surfaces requiring specialist products or methods, including natural stone, marble, unsealed wood, antiques, specialist flooring, delicate fabrics or damaged finishes.
We may refuse to use a product or piece of equipment that we reasonably consider unsafe or unsuitable.
We do not guarantee the complete removal of permanent stains, mould, limescale, discolouration, ingrained dirt, adhesive, paint, building residue or damage that cannot reasonably be removed through normal cleaning.
8. Property access and customer responsibilities
You must provide safe and timely access to the property at the confirmed appointment time.
You are responsible for:
- Providing accurate keys, entry codes and access instructions;
- Obtaining any parking or building permissions;
- Providing running water and electricity;
- Securing pets where necessary;
- Removing or identifying cash, jewellery, fragile items and valuables;
- Informing us about alarms, cameras and security systems; and
- Providing a safe working environment.
Our team will not normally move very heavy furniture, work at unsafe heights, handle needles, human or animal waste, hazardous chemicals, pest infestations or other biohazards unless specifically agreed in advance.
We may stop or refuse a service where continuing would present a risk to the customer, cleaner, property or another person.
9. Arrival times
We will use reasonable efforts to attend at the confirmed time. London traffic, transport disruption, emergencies and delays at an earlier appointment may occasionally affect arrival times.
We will contact you as soon as reasonably possible if a significant delay occurs. Where appropriate, we will offer a revised arrival time or another appointment.
10. Cleaning team
We may assign a suitable employee, cleaner or cleaning team to provide the service. Where necessary, we may provide a replacement team member.
Organicleanings Ltd maintains appropriate insurance for the cleaning services it provides. This insurance does not limit or replace your statutory consumer rights.
All booking changes, complaints and payments must be arranged directly with OrganiCleaning. You should not make an unrecorded additional payment directly to a cleaner for services forming part of your OrganiCleaning booking.
11. Saved payment method and payment after service
No cleaning-service payment is normally collected when you submit the booking request. Stripe or your card provider may perform a temporary card-verification or authorisation check before the appointment. A verification or temporary authorisation is not the final cleaning charge and is normally released automatically by your card provider.
The secure card form is provided by Stripe. Your full card number, expiry date and security code are handled by Stripe and are not stored by OrganiCleaning’s WordPress website.
By completing the payment-authorisation box, you authorise OrganiCleaning to save the payment method securely with Stripe and charge it for:
- The final agreed cleaning price after the service has been completed; or
- An applicable cancellation or no-access charge properly due under the Cancellation Policy.
Before the service, we will confirm the agreed booking price. If additional work or time is requested, we will seek your agreement before adding it to the final charge.
After the service, we may charge the saved payment method for the final agreed amount, normally within 24 hours of completion, and issue a payment confirmation or receipt. If a cancellation or no-access charge applies, we will tell you the amount and reason for the charge.
If Stripe or your card provider requires additional authentication, we may send you a secure Stripe payment link. You are responsible for completing the authentication or providing another valid payment method.
If a payment fails, the amount remains due. Please contact us promptly so that payment can be completed securely.
12. Your right to cancel a distance service contract
If you are booking as a consumer online or by telephone, you will normally have the right to cancel the service contract within 14 days without giving a reason. The cancellation period starts the day after the contract is formed, which is normally the day after we send your booking confirmation.
To exercise this right, you must clearly tell us that you wish to cancel. You can contact us by email, telephone or post. You may use the model cancellation form at the end of these terms, but you are not required to use it.
If your appointment is scheduled during the 14-day cancellation period, we will ask you separately to expressly request that the service begins during that period. We will also ask you to acknowledge that, if you cancel after work begins, you may have to pay a proportionate amount for work already supplied and that you will lose the statutory cancellation right once the service has been fully performed.
If you cancel after the service has begun at your request, you may be required to pay a proportionate amount for the work supplied up to the time you cancel.
If the service is fully performed during the cancellation period following your express request and acknowledgement, you lose the statutory right to cancel once the service has been fully performed.
You will not be required to pay for work started during the statutory cancellation period if we failed to provide the cancellation information required by law or did not obtain your express request for the service to begin during that period.
These provisions do not affect any consumer rights that cannot legally be excluded.
13. Our cancellation and rescheduling policy
In addition to your statutory rights, you may cancel or reschedule free of charge if you give us at least 12 hours’ notice before the confirmed start time. If you give us less than 12 hours’ notice, a cancellation or rescheduling fee will apply as set out below:
- At least 12 hours before the confirmed start time: free cancellation or rescheduling.
- Less than 12 hours but at least 2 hours before the confirmed start time: 50% of the confirmed booking price, capped at £30.
- Less than 2 hours before the confirmed start time: 100% of the confirmed booking price, capped at £40.
- No access: if the cleaner attends but cannot enter or safely begin the service because of incorrect keys, codes, instructions, undisclosed hazards or another matter within your control, 100% of the confirmed booking price may be charged, capped at £40.
Where a fee applies to rescheduling, it is charged only once for the affected appointment. The replacement appointment will be priced separately in the normal way.
These contractual charges do not override your statutory cancellation rights. Where a statutory right to cancel applies, you will only be required to pay a proportionate amount for a service that has already begun at your express request.
Further information is available in our Cancellation Policy. We will not charge a cancellation fee that was not clearly disclosed before the booking was confirmed.
If we cancel and cannot provide a reasonable alternative, you will not be charged. Any payment already taken for the cancelled service will be refunded without undue delay.
14. Standard of service and complaints
We will provide the service with reasonable care and skill, as required by the Consumer Rights Act 2015.
If you believe the service was not completed with reasonable care and skill, please contact us as soon as reasonably possible, preferably within 24 hours of the service. This allows us to investigate while the condition of the property can still be assessed.
Please provide:
- Your booking reference;
- A clear description of the concern; and
- Photographs or other reasonable evidence, where available.
Where appropriate, we may offer repeat performance of the affected work within a reasonable time and without additional cost. If repeat performance is impossible or cannot be provided without significant inconvenience, you may be entitled to an appropriate price reduction.
A request to contact us promptly does not remove or reduce your statutory consumer rights.
15. Damage, loss and pre-existing conditions
Please inform us before cleaning begins about any existing damage, unstable fittings, delicate surfaces, valuable items or areas requiring specialist care.
We are not responsible for ordinary wear and tear, pre-existing damage or damage resulting from defective, unstable or improperly installed items.
If damage or loss may have occurred during the service, notify us as soon as reasonably possible and provide relevant photographs, receipts or other information so that we can investigate.
We are responsible for loss or damage that is a reasonably foreseeable result of our breach of contract or negligence. We do not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Nothing in these terms limits your statutory rights.
16. Events outside our reasonable control
We are not responsible for delay or failure caused by circumstances genuinely outside our reasonable control that we could not reasonably have avoided, including severe weather, major transport-system disruption, emergencies, utility failures, building-access restrictions or government action. Nothing in this section removes a remedy you are entitled to receive where the delay or failure is our responsibility.
We will contact you as soon as reasonably possible and try to rearrange the service. You will not be charged for a service that we cannot provide.
17. Personal information
We use personal information to manage booking requests, provide services, process payments, communicate with customers, maintain business records and comply with legal obligations.
Payment information is processed by Stripe. Further information is available in our Privacy and Cookie Policy.
Submitting a booking does not automatically subscribe you to marketing communications.
18. Changes to these terms
We may update these terms to reflect changes to our services, technology, business practices or legal obligations.
The terms that apply to your booking are the version presented and accepted when your booking request is submitted. A later change will not retrospectively alter an already confirmed booking unless required by law or agreed with you.
19. Severability
If a court or competent authority finds that any part of these terms is unlawful or unenforceable, the remaining terms will continue to apply.
20. Governing law
These terms are governed by the laws of England and Wales.
If you are a consumer, you retain the right to bring proceedings in any court that has jurisdiction under applicable consumer law.
21. Contacting us
For bookings, cancellations, complaints or questions about these terms, contact:
Organicleanings Ltd
15 Archer Square
London SE14 6EX
United Kingdom
Email: info@organicleaning.co.uk
Telephone: 0203 947 9739
Model Cancellation Form
Complete and return this form only if you wish to cancel your contract. You may also cancel by sending us any other clear written statement.
To:
Organicleanings Ltd
15 Archer Square
London SE14 6EX
United Kingdom
Email: info@organicleaning.co.uk
I/We hereby give notice that I/we cancel my/our contract for the following cleaning service:
____________________________________________________________
Booking reference: ____________________________________
Date the booking was confirmed: _________________________
Customer name: _______________________________________
Cleaning address: _____________________________________
____________________________________________________________
Customer signature: ___________________________________
Required only when this form is submitted on paper.
Date: _________________________________________________