ONeill Brooke Limited – trading as Hello Clean
Effective Date: 4th August 2025
These Terms of Service (“Terms”) govern the relationship between ONeill Brooke Limited – trading as Hello Clean (“we”, “us”, “our”) and the client (“you”, “your”) for the provision of cleaning services. By booking a service with us, you agree to the following terms and conditions:
1. 72-Hour Reclean Guarantee
We offer a 72-hour reclean guarantee on all our services.
- Reclean requests must be made within 72 hours of the original service.
- Applies only to areas and tasks included in the original clean.
- The property must be accessible and in the same condition as during the original clean.
- Unreasonable expectations (e.g., expecting worn or damaged items to appear new) are not covered (see Section 10).
2. Cancellation Policy
- Less than 24 hours’ notice: A £129 cancellation fee applies.
- Cancellation must be confirmed by us to be valid.
3. Rescheduling Policy
- More than 24 hours’ notice: Free of charge
- Less than 24 hours’ notice: £50 booking fee.
All reschedules are subject to availability.
4. Property Access
- You must provide clear, secure access to the property at the scheduled time.
- Failure to provide access (e.g., wrong keys, no one present, incorrect codes) is treated as a no-show and charged £129.
- Missed appointments will not be automatically rescheduled.
5. Utilities and Facilities
The property must have:
- Running water and electricity
- Working toilet facilities for use by our team
Failure to provide these may result in a cancelled clean and a £129 charge.
6. Health & Safety Requirements
For the safety of our staff:
- Properties must be structurally sound and free from hazards.
- We reserve the right to refuse service if conditions are unsafe, including but not limited to:
- Exposed live wires
- Unstable flooring or ceilings
- Presence of biohazards or hazardous waste
- Undisclosed pest infestations
If a clean is cancelled on safety grounds, a £129 call-out charge will apply.
For health and safety reasons, unsupervised children are not permitted on the premises during the clean.
- Our cleaning equipment, chemicals, and methods are not suitable for use around young children without supervision.
- If an unsupervised child is present, our team may pause or cancel the clean at their discretion.
- In such cases, a call-out fee of £129 may still be applied, and the clean may not be rescheduled.
We kindly ask that arrangements are made to ensure children are either supervised at all times or not present during the service.
7. Behaviour Toward Staff
- We operate a zero-tolerance policy toward abuse, harassment, or inappropriate conduct.
- Any such behaviour will result in immediate termination of service with no refund and possible further action.
8. Pets on the Premises
- Pets must be secured or not present during the clean.
- Our staff will not handle or supervise animals.
- Interference from pets may result in service suspension or cancellation.
9. Requotes for Unreasonable Conditions
If a property is significantly dirtier than represented or outside the expected scope:
- We reserve the right to re-quote on arrival.
- If declined, a £129 administration fee and all associated travel costs will be charged.
Examples include:
- Hoarding
- Severe grease, mould, or limescale
- Furnished properties when an unfurnished clean was booked
10. Scope of Work
- Cleaning includes only what is outlined in the service description at the time of booking.
- Additional tasks must be agreed to in advance and may be chargeable.
- We do not guarantee that cleaning will restore surfaces to “like new” condition — general wear, age, and material limitations apply.
11. Payment & Liability
- Payment is due according to the invoice terms (immediate for residential clients, 7 days for trade).
- We are fully insured. Claims for accidental damage must be submitted within 48 hours of the clean.
- Before-and-after photos may be taken for internal quality control and dispute resolution.
- All invoices must be paid within 48 hours of the cleaning being completed, or within the period otherwise agreed in writing. Failure to make payment within this timeframe may result in interest and administrative charges being applied. Persistent non-payment will result in the debt being referred to a third-party debt collection agency, and any additional costs incurred in recovering the debt will be passed on to the client.
12. Third-Party Booking Platforms
Bookings may be processed via external systems (e.g., ZenMaid). Their individual terms, privacy, and cookie policies apply when using these tools.
13. Contact Us
For questions or concerns about these terms: