1: Introduction

This is an important Agreement which outlines the terms for the provision of services arranged by Customers with Penrose Professional Housekeeping. Customers are urged to read these terms carefully, and to contact us with any questions arising. Contact can be made via telephone (0118 3361633) or email.

By booking a housekeeping service via our website, over the phone, by email or in person, Customers are bound to the following Terms of Service.

2: Definitions and Interpretation

2.1 In this Agreement, unless the context requires otherwise, the following words and phrases have the meanings set opposite them:

Agreement these Terms of Service;
Agency Penrose Professional Housekeeping;
Booking the appointment(s) for housekeeping Services;
Cleaning Materials detergents, solutions, towels, cloths, gloves and other cleaning equipment including (without limitation) mops, buckets and vacuum cleaners;
Customer regular customers, ‘one-off’ customers and prospective customers (at least 18 years of age);
Insurance Policies domestic cleaning insurance which also covers public liability insurance;
Independent Cleaning Professional (ICP) Please see clause 4.
Personal Data any information relating to a living individual who can be identified, directly or indirectly, in particular by reference to:
an identifier such as a name, an identification number, location data or an online identifier, or one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of the individual;
Property the property at which the Services are scheduled to take place;
Restriction Period the period during the term of this agreement and for six months following;
Services housekeeping services as agreed between the Customer, Agency and ICP;
Waiting list list containing contact details of prospective Customers;
Website the website of the Agency.


2.2 Each reference in this Agreement to “writing” and any similar expression includes electronic communications whether sent by e-mail, text message or other means.

3: Information about the Agency

3.1 Penrose Professional Housekeeping is a Berkshire based referral agency, which provides a referral platform connecting Customers looking for environmentally friendly housekeeping services with cleaners / housekeepers (ICPs) who provide such services, and facilitates the booking, scheduling and payment processes.

3.2 The Agency provides a means for the Customer to:

a) request and book Services with a vetted and screened ICP;
b) make automated payment for Services;
c) rate the work provided by the ICP;
d) receive customer service.

3.3 The Agency is a member of the Domestic Cleaning Business Network (DCBN).

4: Independent Cleaning Professionals

4.1 An ICP working with the Agency provides housekeeping services strictly as a self-employed, independent contractor and not as an employee, worker, agent or partner of the Agency.

4.2 The Agency is the ICP’s agent for the purposes of referring and booking jobs and receiving payment from the Customer.

4.3 Prior to being accepted onto the Agency database, the ICP must pass background screening checks. Please note that, in carrying out these checks, the Agency is reliant on information supplied by third parties and therefore cannot guarantee that such information is accurate.

5: Booking / Confirmation

5.1 The Customer can make a Booking via the Agency in person, via the telephone, email or online booking page directly. Once an online Booking is requested, the Customer will receive an email and text message from the Agency acknowledging the receipt of the Booking. Please note that this communication does not indicate the confirmation of the Booking.

5.2 The Agency cannot guarantee that that there will be an available ICP to take on the work. In this case, the Customer will have the option to have their details saved on the Waiting list, until such time as there is availability in the Customer’s location.

5.3 All Bookings are subject to acceptance by the Agency. Within two working days, once accepted, the Agency will contact the Customer to arrange a home visit and confirm the Booking.

5.4 The Customer agrees to book Services for a minimum of two (2) hours per visit.

5.5 The Customer agrees to sign and return the Agreement and Card Authorisation Form, to the Agency, within seven (7) days of receipt, and prior to Services taking place.

6: Housekeeping Service

6.1 The Service will begin on the date confirmed.

6.2 The ICP will arrive at the Property within an hour of the agreed start time.

6.3 The ICP will undertake the work for the duration of the agreed timeframe, to a professional standard, with appropriate skill and care, consistent with best practices and standards in the cleaning services industry.

6.4 Services will continue for the time period specified and agreed in advance or until either party terminates the agreement.

7: Customer Obligations

7.1 The Customer agrees that:

7.1.1 the ICP will have unobstructed access to the Property;

7.1.2 all pets at the Property will be safely contained, where appropriate, while the Service takes place;

7.1.3 they will provide hot and cold running water, electricity and adequate lighting at the Property;

7.1.4 there are no unannounced persons at the Property;

7.1.5 information or action required of the Customer will be provided to the Agency or carried out prior to any Service taking place;

7.1.6 relevant instructions for deactivating/activating any alarm systems, where the ICP is required to enter or where presence at the Property may trigger an alarm, will be provided by the Customer.

7.2 In the case that the above have not been adhered to, the ICP may not be able to complete the job and will not be liable for any loss, delay or incomplete work that occurs as a result.

8: Lockout Policy

8.1 If, upon arrival, the ICP is unable to gain access to the Property, due to fact that the Customer has not made reasonable access arrangements (for example if a key is not left in key safe as planned), or if the ICP is turned away at the door, a cancellation/lockout fee equal to 100% of the service price will be charged to the card on file.

9: Health and Safety

9.1 The Customer is responsible for providing a safe working environment for the ICP, and ensuring that there is no dangerous element on the Property, or if there is a dangerous element, the Customer is responsible for alerting the Agency, who will inform the ICP.

9.2 The Customer is responsible for alerting the Agency if there are any potential bio-hazardous situations at the Property. These could include mould, rodent or bug infestations of any kind, or human or pet urination or faeces etc. If a bio-hazardous situation is evident on arrival, the ICP will not be able to carry out the Service and the Customer will be charged 100% of the service price. Follow-up Service cannot be performed until documentation is presented showing that the situation has been resolved.

9.3 The ICP is not responsible for cleaning human or animal waste.

9.4 The ICP is entitled to undertake a health and safety assessment of the Property prior to commencing work.

9.5 If the ICP deems there to be a safety risk at the Property, the ICP is entitled to suspend or cease the cleaning services, and withdraw from the Property and is instructed to report the problem to the Agency.

9.6 If this occurs, and the Property is deemed to pose a health and safety concern, the Customer will be charged 100% of the cost of the Services that were to be provided.

9.7 If the Customer requests the cleaning of a coal or log, open fire or log burner, the Customer is responsible for providing a metal bucket and suitable dust-pan and brush for collection of the ashes. The ICP will not be responsible for disposing of the ashes. The ashes will be left in a suitable place at the end of the Service for the Customer to dispose of.

9.8 The ICP will not be responsible for cleaning out pets’ litter trays, beds, bedding and any other form of pet cage or pet house.

9.9 In order to prevent damage and stay safe, the ICP will not be able to perform any tasks higher than a three step ladder.

9.10 In order to prevent damage and stay safe, the ICP will not be able to move heavy furniture. If the Customer would like the area behind such an item to be cleaned, the Customer is responsible for arranging for the item to be moved prior to the Service time.

10: Products & Equipment

10.1 Services include Cleaning Materials, so unless the Customer has a specific product or tool they would like to be used, the ICP will provide all necessary items.

10.2 The only exception is that the Customer is responsible for providing a toilet brush for use in the Property.

10.3 The ICP will use eco-friendly cleaning products whenever possible whilst carrying out Services.

10.4 Should the Customer decide to provide materials and/or equipment, the Customer is responsible for ensuring that the items are safe to use, in full working order and do not require any specialist skills to use.

10.5 Neither the Agency nor the ICP will be responsible for any loss or damage caused by defective cleaning materials or equipment supplied by the Customer.

11: Substitution

11.1 The ICP may, with the prior written approval of the Agency and agreement from the Customer, appoint a suitably qualified and skilled substitute to perform the Services, provided that the substitute shall be required to enter into direct undertakings with the Agency. The approval of any substitute appointed will be subject to a satisfactory DBS check prior to undertaking any Services.

11.2 If the ICP is unable to attend a job for any reason (including, but not limited to, illness), in agreement with the Customer, the Agency may endeavor to provide a suitable replacement. However, the Agency cannot guarantee a replacement at the scheduled time. If a suitable substitute cannot be provided, or if the Customer does not wish for a substitute ICP, the Agency can reschedule the Service. If a suitable time cannot be agreed upon, the Customer may cancel the appointment free of charge.

12: Rescheduling / Cancellation

12.1 For planned cancellations or postponements, such as annual leave etc, Customers are required to notify the Agency with at least 14 days’ notice to reschedule or cancel.

12.2 Failure to provide this minimum notice will result in a charge for lost earnings.

12.3 Cancellation or rescheduling of Services within 24 hours of the agreed start time, will result in a charge equal to 100% of the booking fee; if more than 24 hours, but less than two weeks’ notice a charge equal to 50% of the booking fee will be charged.

12.4 The Agency will make every effort to reschedule without a fee in the case of an emergency.

12.5 If the Customer wishes to change the day or time which the Services are provided, they should contact the Agency. The Agency will endeavour to accommodate the request, but is not able to guarantee such a request, and is unable to guarantee that the same ICP will be available at the preferred time.

12.6 Should the Customer wish to cancel the recurring Services, they are free to do so, without charge, by providing the Agency with a minimum of 14 days’ written notice.

12.7 The Agency reserves the right to cancel the Services at any time.

13: Bank Holidays

13.1 Not all ICPs work on bank holidays. If the Customer would like to have a Service on such a day, and their usual ICP is unavailable, the Agency will endeavour to arrange for a stand-in ICP to attend. Please note, that bank holiday housekeeping services carry an additional charge of 50%.

14: Fees

14.1 All Services are charged per hour. If in the event that more / less hours than originally estimated are needed, the fee will change accordingly, with the prior agreement between the Customer and the Agency.

14.2 All fees are paid to the Agency by secure automated payment.

14.3 The Customer will pay a single fee for each Booking which includes both the ICP fee and the Agency fee. The Agency will transfer the percentage owed to the ICP.

14.4 The Customer authorises the Agency to pre-authorise their payment card if required, and to charge the payment card in full on the day of the scheduled Booking, after the completion of the Service.

14.5 The Customer is responsible for ensuring sufficient funds are available to pay the fees in full and on time.

14.6 Once payment has been taken, the Agency will send a receipt/invoice to the Customer’s nominated email address.

14.7 If the Customer believes that fees have been charged incorrectly, they must notify the Agency within 30 days of the date of the invoice.

14.8 The Agency reserves the right to raise the hourly rate at any time. The Customer will be given at least 30 days’ written notice of any price increase.

14.9 Prior to one-off cleaning services, the Customer is required to pay a deposit of 50% of the total price for the Services. The remaining 50% will become due and payable immediately after the Services have been provided.

15: Insufficient funds

15.1 If payment is declined, future bookings may be cancelled by the Agency, until the Customer brings payments up to date, and updates their payment details.

15.2 If any amount due by the Customer is unpaid after the day of the scheduled Booking, the Agency reserves the right to charge a 5% monthly interest fee on the outstanding sum, until the total monies have been paid.

15.3 In the event that the account of the Customer remains in default, details of the account and the default may be passed onto a debt collection agency for recovery. Any costs associated with debt collection will be added to amounts owed.

16: Mutuality of Obligation

16.1 The Customer is under no obligation to offer further work to the ICP, and the ICP is under no obligation to accept work that is offered.

17: Non-solicitation / Restraint

17.1 The Customer agrees that if they privately hire the services of an ICP found through the Agency, during the Restriction Period, they will be liable to pay the Agency an amount calculated as the Customer’s monthly cleaning fee multiplied by six (6) or £1000, whichever is the greater, as a liquidated debt.

17.2 If the ICP offers to provide the Client with housekeeping services other than through the Agency, during the Restriction Period, the Customer agrees to refuse such an offer and notify the Agency immediately.

18: Control

18.1 The Agency does not control the manner in which the ICP performs a Service.

18.2 The Customer is encouraged to submit a review for the ICP after the Service has been completed.

18.3 In addition, quality checks may be performed by the Agency to ensure that the required standards are being met.

18.4 If the required standards are not being met, the ICP will not be offered further housekeeping assignments via the Agency.

19: Complaints / Feedback

19.1 The Agency makes every reasonable effort to provide an excellent service. If, however, the Customer has cause for concern or complaint, with regards to any aspect of dealing with the Agency or ICP, the Customer should contact the Agency.

19.2 The Agency welcomes feedback from the Customer, and encourages the Customer to provide a rating / review of the Service received.

19.3 After a Service, the Agency will send an email to the Customer asking for feedback with regards to the Service received.

19.4 When providing feedback, the Customer agrees to provide accurate, factual and truthful information.

19.5 If the Customer is dissatisfied with the Service provided by the ICP, the Customer agrees to contact the Agency in writing within 24 hours of the Service being completed and detail the nature of the complaint.

19.6 n this case, the Agency will endeavour to resolve the dispute within ten business days by offering:

a) Full or partial refund;
b) Re-supply of the services without charge; or
c) Any other remedy deemed appropriate by the Agency.

19.7 If it is determined that the problem has been caused by incorrect or incomplete information or action provided or taken by the Customer, the remedial work may require a fee.

19.8 If feedback is provided, the Customer grants the Agency the right to publish the Customer’s name and review on the Website.

19.9 The Agency reserves the right to edit a review or testimonial to reduce to the length or change the presentation, but without changing the meaning.

19.10 The Agency reserves the right to remove a public rating that is written in language that could be seen to be insulting or derogatory, or which the Agency deems to be inaccurate or unfair.

20: Damage

20.1 The ICP can assume no liability for any pre-existing faults or damage in or to the Property. The Customer should point out any damage to surfaces during the home visit walkthrough, before Service begins. It may be necessary for the Customer to sign a pre-existing surface damage waiver.

20.2 As far as is reasonably possible, any irreplaceable, fragile or delicate items or items of extreme value or sentimental value should be removed, secured or stored away and not presented for cleaning, or the Customer should inform the Agency as to which items are not to be cleaned.

20.3 If damage does occur, the Customer agrees to save the broken item for the Agency to inspect.

20.4 Unless the Customer notifies the Agency to the contrary, it will be assumed that all surfaces such as hardwood floors, marble, granite and limestone are fully sealed and able to be cleaned with the use of a neutral pH domestic cleaning product. If a specialist product is required, the Customer agrees to provide such a product.

20.5 To prevent damage and for the safety of the ICP, bleach will not be used even if requested.

20.6 The ICP can assume no liability for damage due to pictures not hung securely, items with unstable bases, items not secured properly, etc.

21: Force Majeure

21.1 “Force Majeure Event” means any circumstance not within a party’s reasonable control including, without limitation: acts of God, flood, drought, earthquake or other natural disaster; epidemic or pandemic; terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; nuclear, chemical or biological contamination or sonic boom; and collapse of buildings, fire, explosion or accident.

21.2 If a party is prevented, hindered or delayed in or from performing any of its obligations under this agreement by a Force Majeure Event (“Affected Party”), the Affected Party shall not be in breach of this agreement or otherwise liable for any such failure or delay in the performance of such obligations.

22: Insurance

22.1 As a self-employed professional, the ICP must carry their own domestic cleaning insurance. In order for the ICP to be accepted onto the Agency register, the Agency ensures that a full and comprehensive Insurance Policy, of a minimum of £1m public liability, with a reputable insurer has been taken out and is renewed when necessary.

22.1 In the event of property damage, the Customer agrees to inform the Agency in writing within 48 hours of the service completion time. Photographic and other such reasonable evidence should be provided at this time to support the claim. The Agency will then discuss the next steps with the ICP.

22.3 If notification falls outside this 48-hour period then the Agency reserves the right not to proceed with the potential claim.

23: Liability

23.1 The liability of the Agency for losses suffered by the Customer as a result of the Agency breaking this agreement is strictly limited to the cost of the Services purchased by the Customer in the previous six months.

23.2 Nothing in this Agreement seeks to exclude or limit the Agency’s liability for death or personal injury caused by the Agency’s negligence, fraud or fraudulent misrepresentation.

23.3 The Agency is not responsible for indirect losses which happen as a side effect of the main loss or damage, including but not limited to loss of income or revenue, loss of business, or loss of profits or contracts.

23.4 The Agency cannot be held liable for any loss the Customer may suffer if a third party obtains unauthorised access to any data the Customer provides when utilising the Website.

24: Recommendations

24.1 Products and services promoted via the Website are believed by the Agency to be of a high professional standard. However, The Agency is not responsible for the products and services recommended via the Website. The Customer must exercise their own judgement prior to purchasing any services or products.

25: Data Protection

25.1 Any personal data collected from or about the Customer, or that the Customer provides to the Agency, will be processed in accordance with the Privacy Policy.

25.2 In booking Services via the Agency, the Customer consents to such processing and confirms that all data provided is up-to-date and accurate.

26: General Terms

26.1 Waiver: A waiver of any right or remedy under this agreement or by law is only effective if given in writing and shall not be deemed a waiver of any subsequent right or remedy. A failure or delay by a party to exercise any right or remedy provided under this agreement or by law shall not constitute a waiver of that or any other right or remedy, nor shall it prevent or restrict any further exercise of that or any other right or remedy. No single or partial exercise of any right or remedy provided under this agreement or by law shall prevent or restrict the further exercise of that or any other right or remedy.

26.2 Indemnity: The Customer agrees to indemnify the Agency against any loss, damage, cost or expense that the Agency may incur as a result, or in connection with, the conduct of the Customer or use of the Website by the Customer, including any breach of this Agreement.

26.3 Governing law: These terms of service and any dispute or claim arising out of, or in connection with them shall be governed by, and construed in accordance with, the laws of England and Wales.

26.4 Jurisdiction: The Customer agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of, or in connection with these terms, or the relationship between the Customer, the Agency and the ICP.

26.5 Validity: If any provision or part-provision of this agreement is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of this If any provision or part-provision of this agreement is deemed deleted, it will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original and the remainder of the terms will continue in effect.

26.6 Amendment: The Agency has the right to revise and amend these terms at any time. The Agency will provide 30 days’ notice of any changes that apply to the Customer.