KiraKiraClean LTD — Terms & Conditions (Terms of Service)

Version: 22 September 2025

1. Introduction & Definitions

“We/Us/KKC” means KiraKiraClean LTD, 10 Beaufort Court, Admirals Way, London, E14 9XL, Company No. 14930650. “Cleaner/Operative” means the individual (employee or contractor) delivering services on behalf of KKC. “Client/Customer/You” means the individual, company, or associated entity (as per the Companies Act 2006) purchasing Services. “Booking” means a reservation of Services made via our Website, phone, email, or live chat. “Services” means cleaning and related home services offered by KKC, including one‑off and end‑of‑tenancy cleaning. “Website” means https://www.kirakiraclean.com or any successor URL. “Address/Property” means the location where the Client requests Services to be provided. “Notice” means written communication between You and KKC (email, SMS, or post) concerning contract changes or concerns.

2. Service Provided & Contract Formation

2.1 Contract Formation and Compliance Commitment

By engaging KKC via phone, live chat, email, or the Website, you acknowledge and accept these Terms. Both parties will meet their obligations in accordance with applicable statutory regulations and ethical standards.

2.2 Terms Supremacy

Unless expressly agreed in writing by a KKC manager, these Terms prevail over any conflicting terms presented by the Customer.

2.3 Approval Requirement

Any change to these Terms is valid only if approved in writing by a KKC manager.

3. Service Usage & Safety

Risk acknowledgement. You’ll provide a safe working environment and disclose hazards. Our team may assist with moving light/medium furniture where safe and in line with Health & Safety regulations. Work at height. Our standard service covers areas safely reachable up to three (3) steps on a step‑stool. Please secure/remove fragile items in advance.

4. Preparation & Essential Requirements

You must ensure hot running water, electricity, and clear/unobstructed drains are available. If unavailable or unsafe, we may abort and charge an abortive fee of £75 + VAT, with no further liability.

4.1 Valuable/Delicate Items

Tell us in advance about high‑value or delicate surfaces that require special treatment (e.g., bespoke finishes, oak, oiled/unfinished woods).

4.2 Occupancy & Possessions (EOT)

For End‑of‑Tenancy cleaning, the property must be vacant and free of personal belongings during and after cleaning. Areas with belongings are excluded from the satisfaction guarantee. If the property is unserviceable due to excessive belongings in multiple rooms, a cancellation fee equal to the session cost may apply.

4.3 Fridge & Freezer Preparation

Fridges/freezers must be emptied, fully defrosted and switched off prior to service. We are not responsible for cleaning freezers that are not prepared.

4.4 Property Clearance

For EOT, the property should be free of personal items and pets, and no heavy rubbish should be left prior to service initiation.

5. Quote Adjustments & Scope Modifications

If the actual condition requires more effort than assessed or you add services beyond the original agreement, we may update our quotation. We’ll seek your approval for revised pricing before proceeding with extra time/services.

6. Appliance Cleanliness & Odour

We use appropriate chemicals and methods, but are not responsible for deeply ingrained dirt if appliances have not been cleaned since purchase. Odour. We do not guarantee complete removal of pet or cigarette odours. We are not liable for deductions or claims related to residual odours post‑cleaning.

7. Key Return Policy

Assurance. We return client keys within 24 hours after service completion or cancellation via: (1) in person; (2) recorded/guaranteed delivery (with your prior approval); or (3) to a concierge you authorise. Reporting. Report missing‑key concerns within 72 hours post‑service.

8. Waste Removal & Rubbish Disposal

Waste removal. Removal of rubbish beyond standard household quantities is not included; please supply waste bags if needed. Privacy. We do not empty bins or dispose of items near bins unless specifically instructed.

9. Third‑Party Inspection

If a landlord/agent/inspector will assess results, you must inform us before completion so we can accommodate and address points within the guarantee window.

10. Booking & Short‑Notice

Online short‑notice bookings. We require 24 hours’ notice for online bookings to guarantee availability. If less than 24h is allowed, we cannot guarantee a slot and may reschedule or refuse.

11. Pricing & Payment Terms

11.1 Agreed Rates & VAT

Rates are agreed between KKC and the Client/representative. Our displayed prices include VAT. The price you see is the price you pay, except for obvious errors or changes to the initial request. Confirmed bookings (e.g., via Visit Confirmation email) are not affected by subsequent general price changes.

11.2 Payment Card Information

You must maintain a valid payment card on file and notify us of any changes promptly.

11.3 Service Payment Process

All services must be paid in full via our secure checkout (cash/card/bank transfer) prior to the team leaving, unless otherwise agreed in writing.

11.4 Secure Transactions

We implement safeguards for secure bookings. We cannot accept responsibility for fraudulent use of a lost/stolen payment card on our platform.

11.5 Late Payments

Where alternative post‑service payment is agreed and becomes overdue, we may suspend further services. An administration fee of £10 applies to late payments plus interest at 5% above the Bank of England base rate from 24 hours after the invoice is marked received until cleared.

11.6 Access & Local Charges

The Client is responsible for any access-related costs incurred to perform the service at the Property, including but not limited to parking, Congestion Charge, ULEZ fees, visitor permits or meter payments. Such costs will be charged at cost and itemised on the invoice or reimbursed against receipt.

11.7 Supplementary Pay Policy

Tips or supplementary pay are entirely at the Client’s discretion and, where KKC is notified, are passed in full to the onsite team.

12. Cancellation, Rescheduling & Refunds

12.1 Standard Policy

Cancel no later than 48 hours before the service for a full refund. Late cancellation/rescheduling within 48 hours is charged at the full session price (applies to regular clients).

12.2 Refunds & Pricing Readjustments

Under our Guaranteed Satisfaction scheme (see §13), refunds after service are not offered. If issues are raised within 72 hours and a re‑service is not feasible within that window at no cost, a price reduction may apply in line with the Consumer Rights Act 2015.

12.3 How to Request Adjustments

12.4 Misleading Information

If discounted pricing was obtained by providing misleading/false information, we may cancel and re‑rate prior work at standard rates.

12.5 Extreme Property Conditions

Where properties present excessive soiling, hazardous waste, infestations, or hoarding, KKC may cancel and apply an abortive fee of £75 + VAT. If we proceed, a price readjustment will apply to reflect extended requirements/PPE.

12.6 Breach & Company Discretion

Breaching these Terms may result in automatic termination of access to our Services/Website. KKC may cancel any Booking at its discretion without prior notice.

12.7 Unable to Gain Access / Lock‑Out

If our team cannot start due to reasons beyond our control (e.g., no access, key issues), the full booking price may be charged.

13. Service Satisfaction Guarantee

13.1 Guarantee Window

Report dissatisfaction within 72 hours of completion. We will provide a free re‑clean of specifically disputed areas, capped at up to half the original service time.

13.2 Conditions

You must allow KKC access to re‑clean before attempting your own remedy or engaging a third party. For End‑of‑Tenancy or After‑Builders cleans, the guarantee is void if the property is inhabited within 72 hours post‑clean.

13.3 How to Complain

Send a written notice (email or letter) within 72 hours of completion with photos and details so we can investigate and resolve promptly.

14. Claims

14.1 Inspection

Where feasible, inspect the work at handover and raise any issues with the team onsite. If no inspection occurs, issues must still be reported within 72 hours.

14.2 Resolution Path

Concerns reported within 72 hours will be addressed. Failure to report within that period may forfeit rectification.

14.3 Damage Liability

Despite due care, accidents can occur. Identical replacement is not guaranteed. Please store irreplaceable items during service.

14.4 Existing/Fault‑Based Damage

We are not liable for damage arising from improper installation, pre‑existing defects, or old stains that cannot be fully resolved using industry‑standard methods.

14.5 Verification

Damage claims must show the damage was caused by KKC cleaners/subcontractors.

14.6 Repair & Replacement

Where KKC is responsible, we may repair via a contracted/licensed professional. If repair is not feasible, we may credit the item’s current cash value toward a similar replacement sourced by KKC upon full payment of the service invoice.

14.7 Right to Remedy First

If KKC is at fault, you agree that KKC’s contractor will be permitted to attempt repair before you hire external services or self‑repair. Otherwise the matter may be treated as settled.

14.8 Satisfaction Form

Submitting a satisfaction/checkout form indicates approval of service and may close the claim window, save for promptly reported latent defects.

15. Liability

Third parties. We are not responsible for actions/costs of third parties present during visits or for access not granted to third parties. Loss & liability exclusions. Not liable for losses, expenses, delays due to outstanding balances, results affected by client actions, post‑clean odours, or late arrival beyond our control. Damages worth £500 or less. KKC shall not be liable under any circumstances for losses or compensation connected with damages worth £500.00 or less. Indirect loss. No liability for indirect/consequential losses (lost income/business, profits, data, or office time). Faulty items & wear. Not liable for damage due to faulty goods, ordinary wear & tear, or reasonable use of tools/products. Service times. Arrival/cleaning times are estimates; KKC is not liable for missed/cancelled appointments or related costs due to delays.

16. Insurance

Cover. Public liability insurance up to £1,000,000 with a reputable insurer. Excess. Client is accountable for excess expenses starting at £500, varying by claim type. Policy documentation is available on request. Valuation. For insurance consideration, item age/condition may be factored to restore the pre‑loss position.

17. Damage Reporting, Evidence & Compensation

Report within 72 hours of service completion via email to contact@kirakiraclean.com (include booking details). Evidence. Provide photos and all relevant information. Initial reports may be by email; follow‑ups should remain in writing. Proof of purchase. Provide receipt or bank statement for valuation. Compensation options. Credit, repair, replacement, or reimbursement may be offered subject to investigation. Mutual consent is required before compensation is issued. Excluded items. Cash, jewellery, art, antiques, and sentimental items are excluded. Sentimental items are valued by current cash value only. Irreplaceables. Please store away items that are irreplaceable or request we do not clean them.

18. Privacy

By using our Website/Services, you agree to processing of your personal data in line with our Privacy Policy (GDPR compliant). You confirm data provided is accurate and up‑to‑date. We use appropriate technical/organisational measures to protect your data.

19. Notices, Communication & Contact

Address for notices: KiraKiraClean LTD, 10 Beaufort Court, Admirals Way, London, E14 9XL. Email: contact@kirakiraclean.com Deemed receipt: immediately if posted on our Website; 24 hours after sending by email; 3 business days after posting by mail.

20. Force Majeure

We are not liable for delay or failure caused by events beyond our control, including natural disasters, strikes, civil unrest, terrorism, pandemics, government actions, or unavailability of essential infrastructure (transport/telecoms). Timelines may be extended; we endeavour to resume promptly.

21. Conduct, Non‑Circumvention & Media

21.1 Respectful Environment

Abusive, harassing, or discriminatory behaviour towards cleaners/staff is prohibited and may result in immediate termination without refund.

21.2 Non‑Circumvention

Clients must not engage KKC cleaners directly or induce them to work outside KKC. Breach may result in compensation for resulting financial losses.

21.3 Online Content & Service Documentation

Content you post on our Website (reviews, comments, ratings) grants us a non‑exclusive, worldwide, royalty‑free licence to use, modify and display it on the platform. For documentation, our team may take photos/videos to evidence quality/completion of Services; no individuals will be captured. You may withdraw permission in writing at any time.

22. Statutory Compliance, Third‑Party Rights, Governing Law & Severability

Statutory rights. Nothing in these Terms limits liability for death/personal injury due to negligence, fraud, or other liability that cannot be excluded by law. Your statutory rights are unaffected. Third‑party rights. No third party has rights to enforce any term (Contracts (Rights of Third Parties) Act 1999). Governing law/jurisdiction. These Terms are governed by the laws of England; the courts of England & Wales have exclusive jurisdiction. Severability. If any provision is unlawful/void/unenforceable, it is severed and the remainder remains valid. Entire agreement & updates. These Terms (and referenced materials) are the entire agreement, superseding prior communications. We may update Terms from time to time to reflect service/legal changes; continued use after notice indicates acceptance.

Service‑Specific Addenda

A. Airbnb / Short‑Let Addendum

A.1 Booking & Access

Turnover windows must be agreed in writing. If guests overstay or access is denied, we may wait‑bill at the applicable hourly rate or abort (abortive fee may apply). A lockbox/key‑safe is recommended for unattended access.

A.2 Scope & Inventory

We reset the property to the host’s agreed layout/standards and perform a light inventory spot‑check against an agreed shortlist (e.g., glasses, plates, cutlery, hangers). Shortages/damages are photo‑logged and reported. We do not provide property management, guest communication, pricing, or dispute handling unless separately contracted.

A.3 Linen & Laundry

Host‑provided linen or KKC linen rental/collection may be used by agreement. Ruined/stained linen that cannot be recovered may be charged at replacement cost. Pre‑existing colour‑run/shrinkage from prior incorrect washing is not our liability.

A.4 Excess Waste & Biohazards

Excess rubbish, biohazards, or post‑party mess will be assessed and re‑quoted before proceeding. Unsafe conditions may be refused.

A.5 Satisfaction Window (Airbnb)

Defects must be reported within 24 hours of turnover completion or before the next check‑in (whichever is sooner) so we can rectify in time.

A.6 Guest Damages

We time‑stamp photos and report damages/missing items immediately. KKC is not responsible for guest behaviour or losses between visits.

B. Carpet Cleaning Addendum

B.1 Item Description & Quote Adjustments

The Client must provide an accurate description of carpets/areas. If information is inaccurate/incomplete or conditions differ materially, we may amend the quotation after initial assessment and seek your approval before proceeding.

B.2 Drying & Furniture

Our extraction method typically removes a substantial proportion of water, reducing drying time. Normal drying ranges 4–12 hours depending on ventilation, temperature, and fibre type. We may return furniture before full dryness using protective pads. Do not place furniture on damp carpet or remove pads early; we are not responsible for damage caused by premature use. (We shall not be responsible for any damage caused as a result of placing furniture on a carpet which has not completely dried.)

B.3 Smell/Odour

We do not guarantee complete odour removal. Maintain ventilation/heating for up to 24 hours post‑clean—especially in cold/damp weather—to optimise outcomes.

B.4 Liability Limits Specific to Carpets

No guarantee on removal of pre‑existing stains/discolouration, wear, burns, or spillages. Not liable for shrinkage due to poor fitting. Wet cleaning of certain natural fibres (e.g., sisal/seagrass) risks shrinkage/browning and may proceed only with your written acceptance of risk. We are not liable for expansion/ripples arising from fibre/backing weakness, wear, or fitting issues.

B.5 Colour Run/Migration

No liability for colour run/migration from non‑colourfast dyes in fibres, trimmings, paddings, sewing threads, linings, or valances.

B.6 Complaint Policy (Carpet)

Carpet complaints must be lodged within 48 hours of completion (to account for drying/wicking dynamics). We aim to address/rectify within 72 hours.

C. Upholstery Cleaning Addendum

C.1 Item Description & Method

Provide accurate descriptions of upholstered items. Cleaning follows fabric codes where present: W (water), S (solvent), WS (either), X (vacuum only). Where labels are absent and you instruct us to proceed, you accept related risks.

C.2 Outcomes & Limitations

No guarantee on removal of old stains, dye migration, browning, water marks, nap/pile changes, or odours embedded in foam/padding.

C.3 Drying & Use

Allow full drying before use; ensure good ventilation. We are not liable for colour transfer/imprints caused by use while damp.

C.4 Complaint Policy (Upholstery)

Upholstery complaints must be lodged within 48 hours of completion; we aim to rectify within 72 hours.

Terms & Conditions