Terms & Conditions of Service

Daisy Maid South East Limited (“the Agency”, “we”, “us”) introduces self-employed cleaners (“the Cleaner”) to clients (“the Householder”, “you”) for domestic cleaning and related services.

For recurring cleans, the contract for the cleaning itself is directly between you and the Cleaner, who is self-employed. You pay the Cleaner directly and you pay us an agency fee. We are not the Cleaner’s employer and are not a party to the cleaning contract.

For one-off cleans, you pay us and we pay the Cleaner. Where we supply a one-off clean, we do so as the trader and your statutory rights under the Consumer Rights Act 2015 apply in full.

Some clauses apply only to recurring services (for example the Minimum Term, the monthly Agency Fee, and Holidays) and are marked accordingly. Nothing in these Terms affects the statutory rights that cannot be excluded by law (see clause 13).

We will introduce a suitable available Cleaner. For recurring cleans, the days, times and duties are agreed directly between you and the Cleaner.

We use reasonable care and skill in selecting and introducing Cleaners. For recurring cleans we do not supervise or control the work and do not guarantee its standard or outcome, but we will provide reasonable support and, where appropriate, arrange a re-clean or a replacement Cleaner.

We do not guarantee that the same Cleaner will attend every visit. If a Cleaner becomes unavailable, we will use reasonable efforts to introduce a suitable replacement (see clause 12).

The service is general domestic cleaning. Unless separately agreed in writing, Cleaners will not:

• Work at height, or use ladders above two steps
• Clean exterior windows above ground-floor level
• Move heavy furniture or appliances
• Handle biohazards, bodily fluids, clinical or animal waste, needles, or pest infestations, or carry out mould remediation
• Clean homes that are unsafe, hoarded, or in an unsanitary condition

Cleaners may decline any task they reasonably consider unsafe or outside the agreed scope.

This clause applies to recurring cleans only.

The recurring arrangement is for a minimum period of 13 weeks from the date of the first clean.

After this period, it continues on a rolling monthly basis unless terminated in accordance with these Terms.

If a Cleaner has been allocated and you do not proceed, we reserve the right to charge a £25 allocation and setup fee, reflecting our reasonable costs of arranging the introduction.

You agree to:

• Provide all cleaning products and equipment, safe, suitable and in good working order
• Never provide bleach (see clause 10)
• Provide a safe working environment, including safe access, adequate ventilation, and reasonable heating, hot water and electricity where needed
• Secure or manage pets, and tell the Cleaner about any pets in advance
• Secure or remove cash, jewellery, medication and valuables before each visit (see clause 9)
• Tell us and the Cleaner in advance of any audio or video recording devices operating in the areas being cleaned
• Provide free parking, or reimburse any parking and congestion or ULEZ charges where agreed in advance

The Cleaner is self-employed and is personally responsible for their own conduct. We vet Cleaners before introducing them, but we cannot guarantee against, and accept no liability for, theft, loss, or items reported missing.

If you believe an item has been stolen, this is a criminal matter. You should report it directly to the police and obtain a crime reference number. Any claim for loss is a matter between you and the Cleaner directly. We are not a party to it, and we do not adjudicate or pay such claims.

We will co-operate with any police investigation to the extent reasonably required, and we may, at our discretion, suspend or withdraw the Cleaner pending the outcome. Doing so does not make us liable for the alleged act.

Accidents occasionally happen. If property is damaged during a clean, please report it to us in writing within 24 hours, with photographs where possible.

For recurring cleans, the Cleaner is self-employed and any claim is made against the Cleaner and their public liability insurance; we will help facilitate this. For one-off cleans we arrange, an eligible claim may be made under the cover described in clause 13, subject to the insurer’s terms and any applicable excess.

Cover does not extend to: pre-existing damage or normal wear and tear; cash, jewellery, or items of high monetary or sentimental value; art, antiques and irreplaceable items; and damage caused by customer-supplied products or equipment, including bleach.

If you are unhappy with a clean, please tell us promptly, ideally within 24 hours, so we can put it right, usually by arranging a re-clean or introducing a replacement Cleaner. These reporting timescales help us resolve matters quickly and do not affect your statutory rights.

Complaints should be sent to admin@daisymaidse.co.uk. We aim to acknowledge complaints within 5 working days.

If we cannot resolve your complaint, we will provide details of a certified alternative dispute resolution (ADR) provider you may use.

The same Cleaner is not guaranteed for every visit. Where a Cleaner becomes unavailable, a replacement will be introduced where available, but is not guaranteed.

13.1 Subject to the paragraph above, our liability to you is limited to the fullest extent permitted by law. Where we are liable for a service we have supplied, our liability is limited to the fees you have paid us for that service.

13.2 We are an introduction service. For recurring cleans, the Cleaner is self-employed and is responsible for their own work and conduct.

13.3 For recurring cleans, we are not liable for a missed clean beyond re-arranging it or refunding the Agency Fee for that clean.

13.4 Cleaners introduced by the Agency are covered by public liability insurance, arranged through the Agency, up to £2,000,000 for accidental damage to property, subject to the insurer’s terms, exclusions and any excess. Public liability insurance does not cover theft.

13.5 Subject to clause 13’s opening paragraph, we are not liable for:

• Theft, loss, or items reported missing (see clause 9)
• Damage, loss or injury arising from customer-supplied products or equipment (see clause 8)
• Bleach-related damage (see clause 10)

You agree not to engage, directly or indirectly, any Cleaner introduced to you by the Agency, other than through the Agency, during this agreement and for 12 months after it ends, without our written consent.

If you would like to engage a Cleaner directly, please contact us and we may agree a one-off transfer. Otherwise, if you engage a Cleaner in breach of this clause, you agree to pay a transfer fee of £900, together with our reasonable costs. This fee is a genuine pre-estimate of the agency fees we would otherwise have earned.

The Agency does not hold keys. Where keys are provided, they are held by the Cleaner by arrangement with you.

• Keys should be coded, not labelled with your name or address
• The Agency accepts no liability for locks, keys, or security, and this is not covered by insurance
• Please arrange the return of any keys when the arrangement ends
• Any key issue should be raised with the Cleaner and with us

This clause applies to recurring cleans only. Requests must be made in advance.

No refunds, credits, or adjustments to Agency fees are permitted during the initial 13-week Minimum Term.

After this period, holiday refunds are allowed up to a maximum of one month per calendar year, not carried forward.

Pets must be secured or managed, and you should tell the Cleaner about any pets in advance. A Cleaner may decline to work where they reasonably consider an animal to be a risk to their safety.

18.1 The Agency processes your personal data in accordance with UK data protection law (the UK GDPR and the Data Protection Act 2018) and its Privacy Policy, available at daisymaid.cleaning/privacy.

18.2 To arrange your clean, the Agency shares your name, contact details and address with self-employed cleaners in its network. Because the Agency matches you with a suitable available cleaner, these details may be shared with more than one cleaner who is offered or expresses interest in your clean, including cleaners who do not ultimately attend (for example where another cleaner is confirmed, or availability changes). Cleaners are given only the information needed to contact you and carry out the clean.

18.3 Cleaners are required to keep your information confidential and to use it only to provide or arrange the cleaning service. They must not use it for their own marketing or pass it to anyone else.

18.4 The lawful bases for this sharing are performance of our agreement with you and our legitimate interest in efficiently matching you with an available cleaner. We keep your personal data only for as long as necessary for these purposes and to meet our legal obligations. Full details of how we use and protect your data, and your rights, are set out in our Privacy Policy.

Neither party is liable for any failure or delay caused by events beyond its reasonable control, including severe weather, transport failure, illness, or emergency.

20.1 These Terms are governed by the law of England and Wales, and are subject to the exclusive jurisdiction of its courts. If you live in Scotland or Northern Ireland, you may bring proceedings in your home nation.

20.2 If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.

20.3 These Terms are the entire agreement between us regarding the Agency’s services and may be varied only in writing or on notice as set out in these Terms.

20.4 A person who is not a party to this agreement has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.

20.5 You may not assign your rights under these Terms. We may assign or transfer ours to a successor of our business.

20.6 A delay in enforcing these Terms is not a waiver of our rights.