Homecreww – Policies & Terms


Last updated: 24th September 2025

  • Booking & Payment Policy
  • A valid debit or credit card is required to secure your booking.
  • No full payment is taken upfront. Payment is only processed after your clean is
    completed via Stripe or PayPal.
  • For deep cleans, end-of-tenancy or post-renovation services, a small deposit may be
    required.
  • Prices shown are estimates and may vary depending on the condition and size of the
    property.
  • Deposit & Card Authorisation
  • Your card is securely stored to confirm the booking — payment is taken only after the
    clean is completed.
  • Deposits (£30–£50 or a percentage of the service) may be taken for deep cleans, postrenovation or move-in cleans.
  • We process payments securely using Stripe or PayPal. Homecreww never sees or
    stores your full card details.
  • Cancellation & Rescheduling Policy
  • You can cancel or reschedule free of charge until 5:00 PM the day before your
    booking.
  • If you cancel after 5:00 PM the day before the clean or on the same day, a £50
    late cancellation fee applies.
  • If our cleaner arrives and cannot access the property (no answer, no key, wrong
    address), this is treated as a late cancellation and the £50 fee will be charged.
  • Access, Keys & Security
  • If you won’t be home, we offer a secure key-holding service at no additional cost.
  • All cleaners are DBS-checked, identity verified and fully insured.
  • Keys are stored securely, unlabelled, and only accessible to management.
  • Insurance & Liability
  • Homecreww is fully insured with £5 million public liability insurance.
  • Any accidental damage caused by our team must be reported within 24 hours of the
    clean.
  • We are not liable for pre-existing damage, loose fixtures, general wear and tear, or
    fragile items not stored safely.
  • Customer Responsibilities
    To help us carry out your clean effectively, please ensure:
  • Access to electricity, water and safe entry to the property.
  • Surfaces and floors are reasonably clear of clutter.
  • You inform us in advance if you’d like us to use your own cleaning products or
    equipment.
  • Cabinets or wardrobes are emptied if inside cleaning has been booked.
  • Satisfaction Guarantee (Reclean Policy)
  • If you’re not satisfied, please let us know within 24 hours of your clean.
  • We will arrange a free reclean of the affected areas as soon as possible.
  • Refunds are only considered if a reclean is refused or cannot be arranged.
  • Health, Safety & Pets
  • Let us know of any allergies, chemical sensitivities or special materials (e.g. marble,
    brass, antique surfaces).
  • Pets are welcome but should be secured if anxious or aggressive around cleaners.
  • Our cleaners cannot lift heavy furniture (>15kg) for safety reasons.
  • Privacy & Data Protection (GDPR)
  • We collect only the personal data required to deliver our service (name, address,
    email, phone, booking details).
  • Payments are processed securely via Stripe or PayPal. We do not store any card
    information.
  • Your information is never shared or sold to third parties except for legal or insurance
    purposes.
  • You may request data deletion at any time by contacting us.