1. Appointment and Services

The client appoints CleanHQ to provide the cleaning services described in the accepted quotation, online booking, booking confirmation or written scope of work. Services not expressly included may be quoted or charged separately.

2. Service Date, Arrival and Duration

The booked date, arrival window and estimated duration are those shown in the booking confirmation. Arrival times may vary because of traffic, previous appointments, emergencies or other reasonable operational circumstances.

3. Price and Payment

The client must pay the price stated in the quotation or booking confirmation. Deposits, balances and payment dates are as stated in that document. Additional work requested at the premises may require additional payment.

4. Property Condition and Accurate Information

The client must disclose unusual conditions including excessive dirt, pest infestation, mould, human or animal waste, hazardous substances, construction debris, heavy staining, unsafe installations or other conditions that materially change the work required. Where the actual condition differs materially from the booking information, CleanHQ may revise the price, adjust the scope or refuse unsafe work.

5. Access, Water and Electricity

The client must provide reasonable and safe access to the premises and, unless otherwise agreed, access to running water and electricity. A reasonable call-out or cancellation charge may apply where the cleaning team cannot gain access at the agreed time.

6. Cleaning Products and Specialist Surfaces

The client must disclose delicate surfaces, manufacturer-specific care instructions, allergies, sensitivities and restrictions on cleaning chemicals before work begins. The company is not responsible for damage caused by undisclosed pre-existing defects or undisclosed specialist care requirements.

7. Valuable and Fragile Items

The client should secure cash, jewellery, important documents, artwork, electronics, collectibles and other high-value or fragile property. Cleaners may decline to move items that appear unstable, unusually valuable or likely to be damaged.

8. Damage and Breakages

The company will exercise reasonable care. Alleged damage should be reported as soon as reasonably possible, preferably within 24 hours, with photographs and relevant information. The company must be given a reasonable opportunity to inspect the alleged damage. Liability is not accepted for pre-existing damage, normal wear and tear, loose fittings, existing cracks or defects unrelated to the cleaning service. Nothing in this agreement excludes liability that may not lawfully be excluded.

9. Service Quality and Re-clean

If an included area was not cleaned to the agreed standard, the client should notify the company within 24 hours. Where the complaint is reasonably justified, the company may return to re-clean the affected area. A reasonable re-clean opportunity should ordinarily be provided before a refund is considered.

10. Cancellation and Rescheduling

The client should provide at least 24 hours notice when cancelling or rescheduling. A reasonable late-cancellation or call-out fee may apply where permitted by law, especially where personnel have already been scheduled or dispatched.

11. Pets, Children and Safety

The client remains responsible for pets and for keeping children away from hazardous cleaning activities. Animals that may interfere with or endanger cleaners must be appropriately secured.

12. Hazardous Work

Cleaners are not required to handle dangerous chemicals, needles, biohazards, human waste or other hazardous material unless the company specifically agrees to such work and appropriate procedures have been arranged.

13. Photographs and Quality Control

Where reasonably necessary, the company may take photographs of relevant work areas to document pre-existing conditions, proof of completion or quality concerns. Such images will be handled as business records and will not be used publicly without appropriate permission.

14. Personal Information

The parties consent to the reasonable processing of personal information necessary for booking, communication, invoicing, payment, service delivery, quality assurance and record keeping. Personal information must be handled in accordance with applicable South African privacy legislation.

15. Limitations of Cleaning

Cleaning can improve hygiene and appearance but cannot guarantee removal of every permanent stain, odour, mould growth, discolouration, wear mark or pre-existing defect.

16. Disputes and Governing Law

The parties will first attempt to resolve disputes through good-faith communication. This agreement is governed by the laws of the Republic of South Africa and does not remove any statutory consumer right.

17. Entire Agreement

This agreement, together with the accepted quotation, booking confirmation and written scope, records the terms applicable to the service. Written variations agreed by the parties form part of the agreement.