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Terms and conditions (agreement)


  1. 1.The purpose of this agreement is to outline the rights and obligations of both parties and to help the customer manage expectations and reduce misunderstandings.
  2. 2.These terms and conditions will outline the terms of the relationship between the service provider (AR PRO CLEANING LIMITED) and the customer.
  3. 3.The agreement will include services offered, how they are delivered/provided and what is expected from the service provider and the customer.
  4. 4.Information relating to pricing, payment terms and cancellation will also form part of this agreement.
  5. 5.These terms and conditions apply from the time you book the first service with us. By booking our services you agree to comply with these terms and conditions. Any use of our services will constitute acceptance of this agreement.
  6. 6.We reserve the right to update these terms and conditions without prior notice. Therefore, please check them regularly if you are using or planning to use our services.
  7. 7.Nothing in these terms and conditions shall affect the statutory legal rights of the Client.


  1. 8.The term “service provider”, “we”, “us”, “our company”, “the company”, for the purpose of this agreement means AR PR CLEANING LIMITED also known as AR PRO CLEANING. We are a company registered in England under company number: 14261905, with a registered office 41 Oakford Close Nottingham NG8 6BJ.
  2. 9.The term “customer”, “client”, “you” for the purpose of this agreement means any person or business who is a user and or a purchaser of our goods and services.
  3. 10.The term “services” for the purpose of this agreement refers to any service booked with our company, this includes but is not limited to regular cleaning, one-off cleaning, end of tenancy cleaning, deep cleaning, student accommodation cleaning, office cleaning, commercial cleaning, carpet cleaning, domestic cleaning, and short-term accommodation cleaning (‘Airbnb cleaning’).
    1. a. Regular cleaning - The regular Services are domestic cleaning services agreed from time to time between the Client and our company or. If the time between cleaning 1 and cleaning 2 is more than 30 days this is no longer classed as regular cleaning. The Services shall be provided at the Property of the client by AR PRO CLEANING staff using our own cleaning products and equipment. The Services shall be performed on a specific day and time as agreed.

Booking process and cancellation

  1. 11.The services can be booked via email, text message, phone call and our website.
    1. a. Service is only booked if confirmed by us. Confirmation will be in writing by email or test message.
  2. 12.The customer has the right to cancel at any time by giving us at least 24-hour notice. The notice should be either by email, post, or text message. The notice shall be in writing.
  3. 13.Failure to cancel on time will result in a %20 fee of the total agreed price for the booking.
  4. 14.You must pay £50 fixed cancellation fee in the event of a lock-out caused by our cleaners being turned away; no one home to let them in; no water or power available at the property or problem with keys. If keys are provided to our cleaner, they must be able to open the lock without any special efforts or skills.
  5. 15.If an initial deposit has been paid to us, then you agree that deposit funds may be used to cover the cancellation fee.
  6. 16.No service will be provided on Christmas Day, Boxing Day and New Years ’Day unless specifically requested, in which case you will be charged double the normal cost.
  7. 17.You must not within 12 months of terminating our services, without our prior written consent, either directly or indirectly contact or solicit our cleaners with whom you have had dealings (i.e., they have cleaned your property).
  8. 18.You must not at any time before or within 12 months of terminating our services, hire, employ, engage, or instruct any of our cleaners to undertake cleaning or ironing labour for you or any third party to whom you are related, directly or indirectly. In the event that this obligation is breached, we reserve the right to recover our loss of income in a sum of one.
  9. 19.AR PRO CLEANING reserves the right to cancel cleaning services at any time, for any reason. In the event of cancellation by AR PRO CLEANING, reasonable efforts will be made to notify the client as soon as possible. AR PRO CLEANING shall not be liable for any damages or losses resulting from such cancellation.
    1. a. If a cancellation occurs prior to the scheduled cleaning appointment, AR PRO CLEANING will refund any advance payments made by the client for the cancelled services.

Service charges and payment terms

  1. 20. Any price given over the phone, by email or text message is valid only for the described property.
    1. a. Please not that any quote given by us is only an estimate based on the information provided by the client. We reserve the right to change the price in person before starting the cleaning service.
  2. 21. For regular cleaning we charge an hourly rate agreed between us and the customer. We are VAT registered; therefore, VAT will be added to all our prices.
    1. a. If the customer did not receive a notice of the price whilst booking the service, the price per hour shall be £19.50+VAT.
    2. b. We charge per working hour per cleaning person.
    3. c. The cleaning hour starts at the time of arrival at the premises specified by the client.
      1. i. If our team has to wait for the client to open the gate or door and the cleaning is delayed the client is liable to pay from the time we arrive.
    4. d. The cleaning hour ends at the time we leave the premises.
      1. i. If our team has to wait for the client to open the gate or door or allow safe departure which leads to a delay in leaving the premises. The client will be billed from the time we arrived until the time we have left the premises.
    5. e. The charge per hour will be rounded to the nearest half hour.
  3. 22. One-off cleaning and other cleaning services can be booked for a fixed fee price which will be agreed in writing between our company and the client.
    1. a. If the cleaning is delayed additional hourly rate fee will be added to the fixed fee price.
    2. b. This hourly fee will be £20+VAT.
  4. 23.All prices provided include cleaning materials and equipment.
  5. 24.If there are parking fees, those will be payable by the customer and added to the bill.
  6. 25.If we have to collect the keys from a different address than the one, we will be cleaning there will be fixed fee of £15 charged.
    1. a. If for any reason this is delayed, or we are unable to get the key from the specified address, there will be an hourly fee of £20+VAT charged for the travel and time wasted.
  7. 26.Access to electricity and hot water must be provided by the customer.
  8. 27.The minimum booking time is 3 hours of work.
  9. 28.If the property is not as described or in a critical cleaning condition, we reserve the right to increase the price accordingly. This will depend on how dirty the property is.
  10. 29.We accept cash or bank transfer as form of payment for our services.
    1. a. Cash shall be payable to the cleaning supervisor immediately after the cleaning is completed.
      1. i. Invoice will be sent to the client via email within 7 days of the cleaning.
    2. b. If the client opts in to pay via bank transfer the transfer is to be made to our bank account:


Account number: 37737541
Sort Code: 60-83-71

  1. c. The transfer shall be made within 7 days of the service unless otherwise agreed in writing. The transfer title should be the invoice number.
  2. d. Any late payments may incur interest charges.
  3. e. If the payment is not made within 30 days of the service, we will commence legal proceedings to recover the debt. This will mean that additional fees will be payable.

Client responsibilities

  1. 30.The customer shall notify us of any amendments to the times or daily schedules that we are due to attend.
  2. 31.The customer shall take ownership of the arrangement of work direction, periods & tasks, providing clear work requests.
  3. 32.The customer shall ensure the provision of unambiguous domestic work requests.
    1. a. Customers should communicate their specific cleaning preferences, priorities, and any special instructions to the cleaning service before the appointment. This ensures that the cleaners understand the customer's expectations and can tailor their services accordingly.
  4. 33.The customer shall inform us of any problems/concerns with the services within 24 hours.
    1. a. This also relates to invoices and billing queries.
  5. 34.The Customer shall pay AR PRO CLEANING directly at the agreed rate.
  6. 35.The Customer shall provide a safe working environment for our cleaners at all times.
    1. a. Customers are responsible for ensuring that the cleaning service team has access to the property at the scheduled time. This may involve providing keys, access codes, or arranging for someone to be present to let the cleaners in.
  7. 36. The Customer shall inform us in wiring if they wish to cancel any service booked. This shall be done at least 24 hours in advance.
    1. a. In case of failure to do so refer to point 13 of this agreement.
  8. 37.The customer is responsible for providing safe access to the property. Any delays in starting the job caused by the customer will incur additional costs. (see point 15)
  9. 38.The customer agrees to treat AR PRO CLEANING staff with respect, and any abuse from the Clients or their visitors, agents, tenants, or representatives will result in the immediate withdrawal of the Services and a report to the relevant local authorities.

Our responsibilities

  1. 39.Cleaning staff will be adequately trained.
    1. a. The services will be provided with reasonable care and skill.
  2. 40.Cleaning equipment and cleaning products will be provided by our company.
    1. a. We are happy to use to equipment or cleaning supplies provided by the client if requested however, the equipment must be safe and adequate for the job.
  3. 41.We will schedule cleaning appointments in a timely and efficient manner.
    1. a. No date or time is guaranteed.
    2. b. Appointments may be rescheduled by us if necessary.
    3. c. Cleaning services are offered from Monday to Saturday.
  4. 42.We will use reasonable endeavour to provide a prompt reply service to issues or questions raised by the Customer when required.
  5. 43.We will comply within the terms of the law at all times.
  6. 44.We will provide insurance cover as detailed elsewhere.

Liability and Insurance

  1. 45.We hold at all times public liability insurance and Professional Liability Insurance. Our Public and Employers’ liability policy will cover any accidental damages caused by a cleaner working on our behalf, provided said accidental damage is reported in writing within 24 hours of the service date.
    1. a. There is £250 excess on any claim payable by the client.
  2. 46.Insurance cover does not include anything that may break down or stop working at any time such as: dishwasher, washing machine, oven, cookers, extractor fans, fridge, freezer, etc, any other items, instability of which you are already aware of such us bathroom appliances or any fixtures. You are obliged to warn us in writing or the cleaner about any appliances, fixtures or fittings that are poorly fixed or not in full working order.
  3. 47.We are not responsible for any indirect, special, or consequential loss, howsoever caused, including loss of profit, loss of opportunity or loss of goodwill.
  4. 48.We also exclude, as far as legally possible, all terms and warranties or promises implied by law or by statutes.
  5. 49.We are not responsible for any items left in the premises that go missing and this is the sole responsibility of the cleaner against whom you would need to pursue action against.
  6. 50.If a cleaner mistakenly disposes of something that you had not intended to be disposes of, we are not responsible for that mistake, and this is the sole responsibility of the cleaner against whom you would need to pursue action against.
  7. 51.To the extent that such exclusions are allowed at law and excepting claims for bodily injury or death due to negligence on the part of AR PRO CLEANING, their employees or any introduced cleaner, AR PRO CLEANING does not accept any responsibility for any type of damage or loss to the Customer or the Customer's goods or premises even if the terms of the agreement are breached by a AR PRO CLEANING employee, whether wilfully or negligently, in contract or in delict, in breach of express or implied terms which includes omission of duty by AR PRO CLEANING.
  8. 52.AR PRO CLEANING accepts no liability for any failure of service in any way relating to this agreement including force majeure.
  9. 53.AR PRO CLEANING will not be held liable to carry out unfinished tasks, nor will it incur liability for not carrying out terms of this agreement if the Customer is in breach of any obligation to AR PRO CLEANING. The Customer must give reasonable time to allow AR PRO CLEANING to put right any breach. AR PRO CLEANING shall have the right to terminate the agreement if unable to put right the breach. In such an instance, AR PRO CLEANING shall have the same action or redress against the Customer as if it were the Customer that was in breach enabling AR PRO CLEANING to terminate the agreement.
  10. 54.The ownership and responsibility for the return of Customer keys remains between the Customer and the cleaner. AR PRO CLEANING cannot accept any responsibility for losses that arise out such instances.
  11. 55.We do not accept any responsibility for loss of deposit money by the tenant after providing cleaning services.
  12. 56.Nothing in these terms is intended to create a partnership or joint venture between AR PRO CLEANING and the Client, and no party has the right to act as agent for the other or to bind the other party in any way. These terms and any dispute arising from them shall be governed by the laws of England and Wales.

Customer Satisfaction and Dispute Resolution:

  1. 57.Customer is not entitled to any refund but may be entitled to a free re-clean under the following conditions:
    1. a. If the price for cleaning was quoted as a fixed price and the service was not charged per hour.
    2. b. If the customer/ landlord/ estate agent etc has not occupied or carried out work in the property after a service has been carried out.
    3. c. If a task is not completed that was requested at the time of booking, given sufficient time was allowed.
    4. d. If the customer reports any issues within 24 hours of the service being carried out.
      1. i. If you are not satisfied with the cleaning service provided and a complaint has been made in the stated 24 hours after the job has been completed, we reserve the right to return a cleaner and re-clean any areas and items to your reason able satisfaction. Therefore, the Client must allow the cleaner to be returned and he/she should be always at present during the re-clean.
    5. e. If not completely satisfied with a service, we will return to re-clean any areas where possible to do so.
    6. f. We do not have a refund policy once the service has been provided.
    7. g. We will not guarantee a re-clean if the property has been accessed by anyone after the clean except the landlord and inventory clerk.
  2. 58.We reserve the right to return to a cleaning no more than once.
  3. 59.AR PRO CLEANING shall be informed by email (complaints@arprocleaning.co.uk) or by post to the registered office address of any issues related with our services.
    1. a. The written complaint should be sent to us within 24 hours of the service.
    2. b. Once received we will contact you to resolve the issue within 14 days.
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Company registered in England #14261905