Customer Booking Terms - Consumer / B2C

These terms apply when an individual consumer books residential cleaning services from PDD Cleaning Services. PDD coordinates enquiries, quotes, booking administration, payment, contractor allocation, quality review, issue handling and customer communication. Cleaning work may be performed by vetted self-employed contractors working on behalf of PDD. PDD remains the customer’s contractual point of contact.

Services covered

Launch services include end of tenancy cleaning, deep cleaning, oven cleaning and internal window cleaning. After builders cleaning is available only where suitable and confirmed in your quote. Waste clearance, jet washing and external windows are available only where suitable, insured and confirmed in your quote.

Professional carpet cleaning is not currently provided in-house unless separately confirmed in writing. Where requested, it may be referred to a suitable specialist provider.

Quotes and agreed scope

Quotes are based on the information provided by the customer, including property size, layout, service type, condition, add-ons, postcode, access, parking, urgency and preferred date. The agreed scope is the written scope confirmed by PDD in the quote or booking confirmation.

The customer must declare parking, access, keys, codes, concierge arrangements, agent access, restrictions, utilities and any known property condition issues before the quote is confirmed. Parking should be included upfront in the quote wherever possible.

If the property is materially different from the description given, or extra work is requested, PDD may pause the booking, revise the price, reduce the scope or decline work outside the agreed quote. PDD does not guarantee deposit return, landlord approval or inventory clerk approval.

Payment and booking confirmation

100% upfront payment is required before a booking is confirmed. A booking is not confirmed until payment has cleared and PDD has confirmed the booking in writing. PDD does not reserve contractor time, dispatch a contractor or start work until payment has cleared and the booking is confirmed.

Preferred payment method is secure Stripe payment link. Bank transfer may be accepted where approved by PDD. PDD is not VAT registered, so VAT is not charged on customer invoices unless this changes in the future.

Consumer cancellation rights and express start request

Where a consumer books by phone, website, email, message or another distance method, the customer will normally have a 14-day cancellation period starting the day after the contract is entered into, unless an applicable legal exception applies.

Because cleaning bookings are often requested for a specific date, the customer may expressly request PDD Cleaning Services to begin providing the service on the agreed booking date, even if this is within the 14-day cancellation period. If the service is fully performed after that express request and acknowledgement, the customer may lose the right to cancel.

If the customer cancels after work has begun following an express request, PDD may deduct or charge a reasonable and proportionate amount for services supplied before cancellation.

Late cancellation, lockout and failed access

Subject to statutory cancellation rights, if the customer cancels, reschedules or materially changes the booking with less than 24 hours’ notice, or if the contractor cannot start or continue because of failed access, incorrect keys or codes, no person being available, unsafe access, missing utilities or another customer-side issue, PDD may retain up to the full booking fee where reasonable and proportionate.

The amount retained will not exceed an amount which is reasonable in the circumstances. PDD may reduce the charge where the slot is successfully rebooked or PDD avoids a material part of the costs the charge is intended to cover.

Access, utilities and safe working conditions

The customer must provide safe, continuous and lawful access at the agreed time. Electricity, hot water, lighting, working facilities and safe working conditions must be available unless otherwise agreed in writing. PDD may be unable to complete some or all of the work if required utilities or safe access are not available.

48-hour re-clean support

Any cleanliness or checklist issue must be reported within 48 hours after completion for PDD’s re-clean support process. The 48-hour period applies to cleanliness and checklist issues only and does not remove statutory rights that cannot legally be excluded.

If PDD accepts that the issue is within the agreed cleaning scope, the standard first remedy is a free re-clean of the specific missed area by a contractor. The re-clean process does not cover new mess, wear and tear, pre-existing damage, permanent staining, heavy mould, limescale damage, unsafe areas, inaccessible areas, property defects, specialist services not included in the quote or anything outside the agreed scope.

Physical property damage

Physical property damage should be reported as soon as reasonably practicable, and ideally within 48 hours, so PDD can promptly review the issue with the contractor. The customer should provide clear photos, location details, item or surface details and any relevant inventory or condition records.

PDD is not responsible for pre-existing damage, wear and tear, defective fixtures or fittings, unstable surfaces, old sealant, blown window seals, scratched hobs, fragile items left in place, or items not disclosed as requiring special care, except to the extent PDD or its contractor negligently causes separate damage or materially worsens the pre-existing condition.

Liability and insurance

Public liability insurance is in place. PDD remains responsible for providing services with reasonable care and skill. PDD does not exclude liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot legally be excluded.

Photos, records and evidence

Before and after photos may be used for job management, quality assurance, completion evidence, complaint handling, insurance handling and legal/accounting records. Photos will not be used for marketing unless separate permission has been obtained or identifying details have been removed.

Booking confirmations before payment or booking confirmation

Before payment or booking confirmation, PDD may ask customers to confirm the following:

Complaints and contact

Send complaints to info@pddcleaningservices.co.uk with the booking reference, property address, description of the issue and supporting evidence. These terms are governed by the laws of England and Wales.

Commercial Terms of Business - B2B

These Commercial Terms apply where services are booked by a landlord, letting agent, estate agent, property manager, developer, company, organisation or other business client for business or commercial purposes. They also apply where the written quote or booking confirmation states that the booking is a commercial / B2B booking.

PDD’s role

PDD Cleaning Services coordinates enquiries, quotes, booking administration, payment, contractor allocation, quality review, issue handling and client communication. Cleaning work may be performed by vetted self-employed contractors working on behalf of PDD. PDD remains the client’s contractual point of contact unless expressly stated otherwise in writing.

Commercial confirmation

The client must provide the business, agency, landlord, property-management or organisation name, contact name, invoice email, property address and any purchase-order or reference requirements before the quote is confirmed. By accepting a commercial quote, the client confirms that the booking is being made for business or commercial purposes and not as an individual consumer for personal household use.

Services and excluded services

Launch services include end of tenancy cleaning, deep cleaning, oven cleaning and internal window cleaning. After builders cleaning is available only where suitable and confirmed in the quote. Waste clearance, jet washing and external windows are available only where suitable, insured and confirmed in the quote.

Professional carpet cleaning is not currently provided in-house unless separately confirmed in writing. Where requested, it may be referred to a suitable specialist provider.

Quotes and scope

Quotes are based on the information supplied by the client, including property size, layout, service type, condition, add-ons, access, parking, urgency, preferred date and any agent, landlord, tenant, inventory or site-specific requirements. The agreed scope is the written scope stated in PDD’s quote or booking confirmation.

The client must declare parking, access, keys, codes, concierge arrangements, agent access, restrictions, utilities, safety issues, property condition issues and any special inventory or landlord requirements before the quote is accepted.

If the property, condition, access, hazard level or requested work is materially different from the information provided, or extra work is requested, PDD may pause the booking, revise the price, reduce the scope, request further approval or decline work outside the agreed quote.

Payment and booking confirmation

Unless a separate approved commercial credit account has been agreed in writing, 100% upfront payment is required before a booking is confirmed. A booking is not confirmed until payment has cleared and PDD has confirmed the booking in writing.

Where a commercial credit account is approved, invoice terms will be stated in writing. If no separate terms are agreed, payment is due within 7 calendar days of invoice date. PDD may suspend or decline further work where invoices are overdue, disputed in bad faith, or where continuing work would create a material credit, operational or legal risk.

PDD is not VAT registered, so VAT is not charged on invoices unless this changes in the future.

Cancellation, rescheduling, lockout and failed access

If the client cancels, reschedules or materially changes a confirmed booking with less than 24 hours’ notice, or if the contractor cannot start or continue because of failed access, incorrect keys or codes, no person being available, unsafe access, missing utilities, tenant or agent issue, or another client-side issue, PDD may retain or charge up to the full booking fee where reasonable and proportionate.

PDD may reduce the charge where the slot is successfully rebooked or where PDD avoids a material part of the costs the charge is intended to cover.

Access, utilities and property readiness

The client must ensure that the property is ready for the agreed service, with safe and lawful access, electricity, hot water, lighting, working facilities and safe working conditions unless otherwise agreed in writing. PDD may be unable to complete some or all work if utilities or safe access are not available.

The client is responsible for ensuring that tenants, occupants, agents, concierges, key holders and site contacts are aware of the booking and provide access as agreed.

48-hour re-clean support

Any cleanliness or checklist issue must be reported within 48 hours after completion for PDD’s re-clean support process. The 48-hour period applies to cleanliness and checklist issues only. If PDD accepts that the issue is within the agreed scope, the standard first remedy is a re-clean of the specific missed area.

The re-clean process does not cover new mess, works carried out after PDD leaves, wear and tear, pre-existing damage, permanent staining, heavy mould, limescale damage, unsafe areas, inaccessible areas, property defects, specialist services not included in the quote or anything outside the agreed scope.

Inventory checks, tenants, landlords and third parties

PDD does not guarantee deposit return, landlord approval, tenant approval, agent approval or inventory clerk approval. PDD’s responsibility is to provide the agreed cleaning service with reasonable care and skill and to address valid checklist issues under the agreed re-clean process.

No tenant, occupier, landlord, inventory clerk, agent or third party has authority to expand the scope, agree extra work, settle a complaint or vary the booking unless PDD confirms this in writing.

Physical property damage

Physical property damage should be reported as soon as reasonably practicable, ideally within 48 hours of completion, or if the damage could not reasonably have been discovered within that period, as soon as reasonably practicable after discovery. The client should provide clear photos, location details, item or surface details and any relevant inventory, check-in, check-out or condition records.

PDD is not responsible for pre-existing damage, wear and tear, defective fixtures or fittings, unstable surfaces, old sealant, blown window seals, scratched hobs, fragile items left in place, or items not disclosed as requiring special care, except to the extent PDD or its contractor negligently causes separate damage or materially worsens the pre-existing condition.

Liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Subject to the above, PDD is not liable for indirect or consequential loss, loss of profit, loss of rent, loss of business, loss of opportunity, loss of goodwill or loss arising from third-party approval decisions, except to the extent such loss cannot legally be excluded.

PDD’s total liability for a commercial booking will not exceed the amount paid or payable for the affected booking, except where liability cannot legally be limited.

Photos, data, keys and confidentiality

Before and after photos may be used for job management, quality assurance, completion evidence, complaint handling, insurance handling and legal/accounting records. Photos will not be used for marketing unless separate permission has been obtained or identifying details have been removed.

The client must provide only access information that is necessary for the booking and must promptly notify PDD of any sensitive access, alarm, key, tenant, occupant or data-protection requirements. PDD will handle keys, access details, property information and job records for the purpose of providing and evidencing the services.

Non-solicitation

The client must not knowingly bypass PDD by directly engaging a contractor introduced by PDD for cleaning or materially similar services at the same or related properties for 12 months after the relevant introduction or booking, unless PDD agrees in writing. This restriction is intended to protect PDD’s legitimate business interests and does not prevent the client from using cleaners or contractors with whom it had a genuine pre-existing relationship.

Governing law

These Commercial Terms of Business are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over disputes arising from them.

Model Cancellation Form

To cancel, email info@pddcleaningservices.co.uk with your name, booking reference, property address and a clear statement that you wish to cancel the contract.