Five Point Cleaning
Terms & Conditions
Domestic Cleaning & End of Tenancy Cleaning Services. By making a booking and paying the deposit, you confirm that you have read, understood and agreed to these Terms & Conditions.
Bookings
A booking is only confirmed once a 50% deposit has been received. The remaining 50% balance is payable immediately upon completion of the cleaning service by bank transfer or cash. By paying the deposit, you confirm that you have read and agreed to these Terms & Conditions.
Cancellation & Rescheduling
We require a minimum of 24 hours' notice for cancellations or changes to a booking. Cancellations made with 24 hours or more notice may be rescheduled, subject to availability. Cancellations made with less than 24 hours' notice will result in the 50% deposit being retained. Repeated cancellations or rescheduling may result in future bookings requiring full payment in advance. Exceptional circumstances may be considered on a case-by-case basis.
No Access
It is the customer's responsibility to ensure that Five Point Cleaning can access the property at the agreed time. If we arrive and cannot gain access, the booking will be treated as a no-access appointment and the 50% deposit will be retained.
Cleaning Products & Equipment
Five Point Cleaning provides its own cleaning products and equipment unless otherwise agreed. Customers must tell us before the clean about surfaces or items requiring specific products or cleaning methods. We cannot accept responsibility for damage caused by pre-existing defects, poor-quality materials, incorrect installation, deterioration, wear and tear, or surfaces unsuitable for standard cleaning products.
Standard Cleaning Services
Cleaning times and results vary depending on the size and condition of the property. Where a property is particularly dirty, neglected or requires work beyond a standard clean, we may recommend additional cleaning time or an additional fee with the customer's agreement.
End of Tenancy Cleaning
End of tenancy prices are based on the information supplied when booking, including property size and condition. Our advertised end-of-tenancy service includes the oven, fridge/freezer, microwave and inside cupboards. A property that is substantially dirtier than described may require additional charges, discussed before significant additional work wherever reasonably possible. An end-of-tenancy clean does not guarantee the return of a tenancy deposit, as landlords and letting agents may assess matters outside the scope of cleaning.
Stains, Limescale & Permanent Marks
We will make reasonable efforts to remove dirt, stains, limescale and other marks. Some staining, discolouration, mould, limescale, grease and odours may be permanent or require specialist treatment. We will not use aggressive methods that could risk damaging a surface simply to achieve a particular result.
Breakages & Damage
We take reasonable care when cleaning. If we accidentally cause damage, please notify us as soon as possible so the matter can be assessed and resolved fairly where appropriate. We cannot accept responsibility for items that are already damaged, unstable, defective, poorly maintained or particularly fragile.
Valuables & Personal Belongings
Customers should secure cash, jewellery, important documents and valuable or sentimental belongings before our arrival. Particularly valuable or fragile items should be stored safely away from areas being cleaned.
Pets
We are happy to work in homes with pets. Customers must ensure pets are safe and cannot interfere with equipment or prevent the service being carried out safely. Please tell us about pets before the first clean.
Health, Safety & Access
We reserve the right to refuse or stop work where a property presents a serious health or safety risk, including unsafe working conditions, excessive animal waste, sharps or hazardous materials, severe infestations, unsafe electrical equipment, structural hazards or substances requiring specialist treatment.
Customer Belongings
Customers should ensure floors, surfaces and areas to be cleaned are reasonably accessible. We are not responsible for cleaning areas that cannot be safely accessed due to clutter or belongings. We will not move heavy furniture or appliances unless agreed beforehand.
Complaints & Re-cleans
If you are unhappy with any aspect of the clean, please contact Five Point Cleaning within 24 hours of completion and provide details of the issue. Where appropriate, we may offer a reasonable opportunity to return and rectify the specific cleaning issue. We cannot accept responsibility for issues caused by other people entering or using the property after the clean.
Payment
The 50% deposit must be paid to secure the booking. The remaining 50% balance is due immediately after the clean. Payment can be made by bank transfer or cash. Failure to make payment may result in future bookings being suspended until outstanding balances are settled.
Pricing
Quotes are based on the information provided at the time of booking. If the requirements of the property differ substantially from the information provided, Five Point Cleaning reserves the right to revise the price. Any significant additional charge will be discussed before additional work is undertaken wherever reasonably possible.
Photographs
Where necessary, Five Point Cleaning may take photographs of cleaning results or areas requiring additional work for business records. We will not publish photographs containing identifiable personal information or private belongings without the customer's permission.
Right to Refuse Service
We reserve the right to refuse or terminate a service where there is abusive, threatening, discriminatory or inappropriate behaviour towards our cleaners, or where the property conditions place our staff at unreasonable risk.
Agreement
By making a booking and paying the deposit, the customer confirms that they have read, understood and agreed to these Terms & Conditions. These Terms & Conditions may be updated from time to time.
Your privacy matters
Five Point Cleaning uses the personal information you provide to respond to your enquiry, prepare a quote and communicate with you about the cleaning services you request.
Please provide only the information needed to help us handle your request, and avoid including sensitive personal information in your message.
For details about how we use, store and share your information, how long we retain it and your data protection rights, see below.
Last updated: July 2026
Who we are
Five Point Cleaning is a small, family-run domestic cleaning business serving South Yorkshire and the surrounding areas. For the purposes of UK data protection law (the UK GDPR and the Data Protection Act 2018), Five Point Cleaning is the data controller responsible for the personal information described in this policy. You can reach us using the details on our Contact Us page.
The information we collect
When you request a quote or get in touch, we collect the details you provide: your name, email address, phone number and postcode, together with information about your property (such as the property type and the number of bedrooms and bathrooms), the type of cleaning you're interested in, whether you have pets, and anything else you choose to tell us in your message. If you go on to book with us, we will also hold your address, booking dates, access arrangements and payment records. Our website does not use advertising or tracking cookies, and we do not collect information about you from third parties.
How we use your information
We use your information to respond to your enquiry, prepare and send you a personalised quote, arrange, carry out and follow up on the cleaning services you book, communicate with you about appointments and changes, take deposits and payments, keep accurate business and accounting records, and deal with any questions, feedback or complaints. We will not use your details for marketing unless you have asked us to.
Our legal basis for using your information
We rely on the following lawful bases under the UK GDPR: taking steps at your request before entering into a contract, and performing that contract once you book (Article 6(1)(b)); our legitimate interests in running and improving a small business and keeping in touch with the people who contact us (Article 6(1)(f)); and complying with our legal obligations, for example keeping financial records (Article 6(1)(c)). Where we ever rely on your consent, you can withdraw it at any time.
Sensitive information
Please avoid including sensitive personal information (such as details about your health, religion, or other protected characteristics) in your enquiry or notes unless it is genuinely necessary for us to carry out your clean safely — for example, an allergy we need to be aware of. Any such information you choose to share is used only for that purpose.
Who we share your information with
We never sell your personal information. We only share it with trusted service providers who help us run our business — such as our website hosting and email providers, and our bank or payment provider when you pay a deposit or balance — and only to the extent needed to provide our services to you. We may also share information where we are required to do so by law, or to protect our legal rights.
How long we keep your information
If you request a quote but do not go on to book, we keep your enquiry details for up to 12 months so that we can pick up the conversation if you come back to us, after which they are securely deleted. If you become a customer, we keep your booking and payment records for 6 years after your last clean to meet our accounting and tax obligations, and then securely delete them.
How we keep your information secure
Your enquiry details are stored on secure, access-controlled systems and are only available to the people at Five Point Cleaning who need them to handle your request. We take reasonable technical and organisational steps to protect your information against loss, misuse and unauthorised access.
Your data protection rights
You have the right to ask for a copy of the personal information we hold about you, to ask us to correct anything that is inaccurate, to ask us to delete your information, to restrict or object to how we use it, and to receive your information in a portable format. To exercise any of these rights, simply get in touch using the details on our Contact Us page and we will respond within one month. If you are unhappy with how we have handled your information, you also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.
Cookies and our website
Our website uses only the essential technical functionality needed to display pages and send your quote request to us. We do not use analytics, advertising or social media tracking cookies. Our website may contain links to third-party sites such as Facebook; those sites have their own privacy policies which we recommend you read.
Children
Our services and website are intended for adults. We do not knowingly collect personal information from anyone under the age of 18. If you believe a child has provided us with their details, please contact us and we will delete them.
Changes to this policy
We may update this Privacy Policy from time to time to reflect changes in our business or the law. The latest version will always be published on this page, with the date it was last updated. This policy was last updated in July 2026.
How to contact us
If you have any questions about this policy or how we handle your information, please get in touch using the phone number, email address or contact form on our Contact Us page. We're always happy to talk things through.
Thank you for choosing Five Point Cleaning
Questions about these terms or how we handle your information? Get in touch — we're always happy to talk things through.
Contact Us