Booking terms

1. Requests and quotes

Booking online sends a request, not a confirmed booking. The price shown on the website is an estimate. I review every request and send a written quote, which describes what’s included and the final price. While your quote is pending, your chosen time is held for you until the date stated in your quote.

2. Deposit and confirmation

Your booking is confirmed when you accept your quote and pay a deposit of 50% of the quoted price. When you pay, your card is saved securely by our payment provider, Stripe, so the remaining balance can be collected after your clean. Kleams never sees or stores your full card details.

For regular cleans, a deposit is taken for your first visit only.

3. Paying the balance

After each clean you’ll receive before-and-after photos and the chance to approve the clean or report a problem. The balance is charged to your saved card when you approve, or automatically 24 hours after the clean is marked complete if you haven’t reported a problem. If you report a problem, no charge is taken until it has been resolved.

4. Cancelling or moving a clean

• More than 48 hours before your clean: full refund of your deposit, or move it free of charge.
• Less than 48 hours before, or if I can’t get in at the agreed time: the deposit is kept, because the time can’t be offered to anyone else.
• If I have to cancel for any reason, you’ll always receive a full refund.

5. The Kleams Promise

If anything isn’t right, tell me within 24 hours of your clean and I’ll return to put it right free of charge. This doesn’t affect your statutory rights.

6. Access, keys and safety

Please make sure I can get in at the agreed time and that there is running water, electricity and a safe working environment. Access details you share are encrypted and used only for your clean. I may decline to work in conditions that are unsafe, for example where there is a hazard such as mould, pests or biohazards that weren’t described when booking.

7. Care of your home

Please tell me about fragile, valuable or specialist surfaces before your clean. I take great care, and any accidental damage should be reported within 48 hours so it can be put right.

8. Regular cleans

Your regular day and time are reserved for you. The price per visit is fixed in your quote; if the work needed changes, I’ll send an updated quote for you to accept before any new price applies. You can pause or end regular cleans at any time with 48 hours’ notice.

9. Visits outside Canterbury

Visits to Whitstable, Herne Bay and Faversham have a 4-hour minimum. There is no separate travel charge.

10. Photos

Photos taken during your clean are private to you and Kleams and are deleted after 90 days. They’re only ever used publicly if you’ve given permission, and never show personal items or your address.

11. Contact and law

Questions about these terms: hello@kleams.co.uk. These terms are governed by the law of England and Wales.