Homely Shine

Slough | UK

info@homelyshine.com

+44-7902374274

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+44-7902374274

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Terms and Conditions

Terms of Business Trading Agreement (BTA) between ‘Customer’ and Homely Shine

 Our billing documentation shall govern all business transactions between Homely Shine and the Customer. This BTA was Issued on 28/10/2025. You must read and understand the above terms. If there is any term that you do not understand or do not wish to agree to, please discuss it with us before commencing the service.

Miscellaneous

  1. This BTA and our billing letter forms constitute the Agreement between the Customer and Homely Shine and cannot be amended unless Homely Shine and the Customer agree in writing. If a court finds any clause unenforceable, then the remainder of the BTA shall remain workable and intact. 
  2. The whole BTA shall be interpreted according to the country’s law in which the service is provided, and the country’s courts shall resolve any disputes.
  1. Service & Remittance
  2. The services to be provided by Homely Shine under this BTA shall commence on the day of the first clean unless the customer exercises their right to cancellation as described in section G, and shall comprise access to Homely Shine database of (vetted for introduction) cleaners and the services set out at section E. If Homely Shine considers it necessary to make variations in the service supply, Homely Shine reserves the right to make these variations as it sees fit. All cleaners available for introduction shall be vetted using all reasonable endeavours to the extent Homely Shine considers fit at its sole discretion.
  3. The amounts payable by the Customer to Homely Shine and directly to the Cleaner shall be set out in the billing letter, which shall specify any additional charges, one-off payments and amounts payable directly to the Cleaner.
  4. Homely Shine shall be paid through a monthly advance payment (standing order or Direct Debit) or, in all other instances, by cheque, card, or bank transfer at a rate of 20% of the total monthly amount. 
  5. The customer is always responsible for all payments to the cleaner. All payments to the cleaner shall be made in cash on the day the cleaner performs the services or as otherwise agreed with the cleaner.
  6. Irrespective of whether or not a Customer is using a cleaner introduced by Homely Shine, all payments to Homely Shine, other than one-off payments, will continue until the agreement is terminated lawfully in accordance with section G.
  7. If the BTA is terminated lawfully per section G, all payments to Homely Shine shall cease.
  8. Homely Shine will not refund any advance payment upon receipt of a termination notice from the Customer. No refunds will be given during the notice period. A service credit can be provided for agency fees paid in advance. If a Customer declines the service, no refunds will be made.
  9. If the Customer continues to pay Homely Shine following termination for any reason, Homely Shine reserves the right to charge a reasonable administration fee for each overpayment.
  10. Homely Shine reserves the right to claim interest at market rates for overdue fees.
  11. Where the Customer cancels an appointment with less than 12 hours’ notice, the Customer shall pay the cleaner a late cancellation charge of £7.50.
    1. Insurance Cover
    2. All Homely Shine cleaners whose services are used by the Customer will be covered primarily by the Customer’s own insurance policies and, as a contingency, by Homely Shine’s Public Liability policy, which has a limit of £1 million of public liability, including damage or loss to the Customer, on the express condition that such loss and/or damage is caused by negligence of the cleaner, which Homely Shine introduced.
    3. The policy covers damage or loss on an indemnity basis, provided that the damage or loss in each event is greater than £100 and the policy does not cover possession or property theft. Homely Shine cannot accept liability for the first £100 of each item in any claim, which shall be for the Customer’s account. The policy covers damage that the cleaner may cause when carrying out their duties & is subject to other terms available upon request. Bleach is a banned substance & spills are not covered.
    4. Homely Shine accepts no liability for insurance unless the fee has been paid to Homely Shine in advance.
    5. Liability Exclusion
    6. 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 Homely Shine, their employees or any introduced cleaner, Homely Shine does not accept any responsibility for any damage or loss to the Customer or the Customer’s goods or premises even if the terms of the BTA are breached by a Homely Shine employee, (or the introduced cleaner) whether wilfully or negligently, in contract or in delict, in breach of express or implied terms which includes omission of duty by Homely Shine or its introduced cleaners.
    7. Homely Shine accepts no liability for any service failure in any way relating to this BTA, including ‘acts of god’.
    8. Homely Shine will not be held liable to carry out unfinished tasks, nor will it incur liability for not carrying out the terms of this BTA if the Customer breaches any obligation to Homely Shine. The Customer must give a reasonable time to allow Homely Shine to correct any breach. Homely Shine shall have the right to terminate the agreement if it cannot put right the breach. In such an instance, Homely Shine shall have the same action or redress against the Customer as if it were the Customer in breach, enabling Homely Shine to terminate the agreement. 
    9. The Customer and the cleaner are responsible for returning the customer’s keys. Homely Shine cannot accept responsibility for losses arising from such instances.
    10. Homely Shine Shall:
    11. Advertise for cleaners.
    12. Interview cleaners in their own home.
    13. Reference and ID check cleaners.
    14. Check that the cleaner can work legally in the UK.
    15. Provide the most suitable cleaner to the Customer.
    16. When requested, arrange for a replacement cleaner if the usual cleaner is on holiday, poorly or if the Customer is unhappy with the cleaner.
    17. Use reasonable endeavour to promptly reply to issues or questions the Customer raises when required.
    18. Comply with the terms of the law at all times.
    19. Provide insurance cover as detailed elsewhere. 
    20. The Customer Shall:
    21. Notify Homely Shine of any amendments to the times or daily schedules the introduced cleaner attends.
    22. Take ownership of the arrangement of work direction, periods & tasks, providing clear work requests.
    23. Provide one full day’s notice period to the introduced cleaner and Homely Shine of any amendments to existing work arrangements, including requesting a replacement introduced cleaner.
    24. Contact Homely Shine directly if a temporary cleaner is required due to the regular cleaner’s illness or holiday, as replacements are not automatically supplied and not all customers require them (due to key handling, etc.). 
    25. Inform Homely Shine regarding the intention to employ an Homely Shine-introduced cleaner or dismiss a cleaner introduced by Homely Shine. 
    26. Accept a cleaner on a ‘non-preferred day’ if Homely Shine seeks a cleaner, is on holiday, or during cleaner sickness periods.
    27. Bear the cost of recovery of agency fees in the event of non-payment.
    28. Ensure the provision of unambiguous domestic work requests.
    29. Agreement Termination
    30. The Customer can cancel the BTA within an initial “cooling off” period of 14 calendar days from the service request date. Notice should be provided in writing by post or email to the address on the letterhead. If this right to cancel is exercised, the Customer shall not be liable for any sums to Homely Shine unless the Customer specifically asked for the service to begin before the end of the cooling-off period. After the cooling-off period expires, the Customer can cancel the BTA by giving the lesser of 2 months’ prior notice or notice per the billing letter.
    31. Homely Shine can terminate the BTA with the Customer at any time by writing to the Customer, giving the lesser of 2 months’ prior notice or notice in accordance with the billing letter.
    32. The Customer agrees not to recommend any Homely Shine-introduced cleaner to anyone else unless the Homely Shine service is used.
    33. For 18 months following termination, the Customer agrees not to use or employ any current or past cleaner introduced by Homely Shine. Should the client breach this termination clause, Homely Shine shall be entitled to charge the agency fee from the commencement of any unpaid period during the 18 months.
    34. Data Protection Homely Shine will comply with the Data Protection Act 2018 based on seven principles: lawfulness, fairness, transparency, purpose limitation, data minimization, accuracy, Storage limitation, integrity, confidentiality, and accountability.