Dirty Mop – Terms and Conditions
These Terms and Conditions (“Terms”) apply to all services provided by Dirty Mop. By using the Dirty Mop website or making a booking through the online booking system, you (“the Customer”) agree to be bound by these Terms.
1. About Dirty Mop
1.1 Dirty Mop is a domestic cleaning service operating via an online booking platform.
1.2 Dirty Mop arranges cleaning services for customers, which are carried out by independent, self-employed cleaners.
2. Services
2.1 Dirty Mop provides the following domestic services:
• Regular Cleaning
• Deep Cleaning
• End of Tenancy Cleaning
• Ironing Service
2.2 Descriptions of each service and what is included are published on the Dirty Mop website.
2.3 Customers are responsible for reviewing the relevant service description prior to completing a booking.
3. Service Frequency
3.1 Where applicable, services may be booked on the following basis:
• One-off
• Weekly
• Bi-weekly
• Monthly
3.2 All services are subject to availability.
4. End of Tenancy Cleaning
4.1 End of tenancy cleaning prices generated through the Dirty Mop booking system are calculated based on the information provided by the Customer at the time of booking.
4.2 Where the actual size, condition, or requirements of the property materially differ from the information provided, Dirty Mop reserves the right to apply reasonable additional charges to reflect the additional time or work required.
4.3 Customers are encouraged to provide photographs or video footage of the property at the time of booking in order to assist with accurate quotation.
4.4 Where reasonably possible, any additional charges will be explained to the Customer prior to completion of the service.
5. Ironing Service
5.1 The ironing service is provided in accordance with the details published on the Dirty Mop website.
5.2 Customers must ensure garments are suitable for ironing and that manufacturer care labels are accurate.
5.3 Where the Customer is not present at the agreed time for the delivery or collection of ironing items, a £7 charge will apply.
6. Service Limitations
6.1 For health, safety, and insurance reasons, cleaners are not required to perform the following tasks:
• Cleaning bodily fluids, including blood
• Cleaning human or animal waste
• Moving or lifting heavy items or furniture
• Climbing ladders, stools, or furniture to clean windows
• Cleaning internal walls
• Handling hazardous or dangerous substances
• Carrying out tasks outside the agreed service unless authorised by Dirty Mop management
6.2 Customers must ensure that the property is safe and suitable for cleaning at the scheduled time.
7. Bookings and Use of the Booking System
7.1 All bookings must be made through the Dirty Mop online booking system.
7.2 A booking submitted through the system constitutes a request for services only. A binding agreement is formed once the booking has been confirmed by Dirty Mop.
7.3 The booking system may only be used by individuals aged 18 years or over.
7.4 Customers must ensure that all information provided during the booking process is accurate, complete, and up to date.
7.5 Dirty Mop shall not be liable for delays, service issues, or additional costs arising from inaccurate or incomplete information supplied by the Customer.
7.6 Dirty Mop reserves the right to amend quoted prices where incorrect or incomplete booking information has been provided.
8. Payments
8.1 Payment authorisation will be taken at the time of booking.
8.2 Funds may be placed on hold and will not be charged until the service has been completed.
8.3 Any additional charges applied in accordance with these Terms may be processed following completion of the service.
8.4 Where payment is processed through the booking system, the Customer authorises Dirty Mop to process payment through its nominated payment provider.
9. Cancellations and Rescheduling
9.1 Cancellations or rescheduling requests made less than 24 hours before the scheduled service time will incur a charge equal to 50% of the service cost.
9.2 This charge also applies where a service is rescheduled within the 24-hour period, as cleaner time has already been allocated.
9.3 Cancellations made more than 24 hours in advance will not incur a charge.
10. Issues, Complaints and Refunds
10.1 Any issues relating to the service provided must be reported within 24 hours of service completion.
10.2 Reports made after this timeframe may not be eligible for review.
10.3 Where appropriate, refunds or partial refunds may be issued following a fair and reasonable investigation.
10.4 Refund decisions will be made in accordance with applicable consumer protection laws and the circumstances of the individual case.
11. Cleaners
11.1 All cleaners providing services through Dirty Mop are self-employed independent contractors and are not employees of Dirty Mop.
11.2 Dirty Mop takes reasonable steps to vet cleaners, including:
• DBS checks
• Face-to-face identity verification meetings
11.3 These checks are carried out to provide reassurance to customers; however, cleaners remain independent service providers.
12. Customer Responsibilities
12.1 The Customer agrees to:
• Provide accurate booking information
• Ensure access to the property at the agreed time
• Ensure the property is safe and free from hazards
• Secure or remove valuable, fragile, or sentimental items prior to the service
12.2 Dirty Mop shall not be responsible for damage resulting from undisclosed risks, pre-existing damage, or items left unsecured within the property.
13. Insurance and Property Damage
13.1 Dirty Mop maintains public liability insurance covering services carried out through the platform.
13.2 Where damage occurs during the course of a cleaning service and is determined to have been caused by the cleaner while performing their duties, Dirty Mop may, following investigation, cover reasonable repair or replacement costs up to a maximum value of £300 per incident.
13.3 Claims must be reported within 24 hours of the service being completed and supported by reasonable evidence, such as photographs.
13.4 Dirty Mop will not be responsible for:
• Fair wear and tear
• Pre-existing damage
• Damage caused by faulty fixtures or installations
• Damage resulting from inaccurate information provided by the Customer
14. Dispute Resolution
14.1 Dirty Mop acts as an intermediary between Customers and independent cleaners.
14.2 In the event of a dispute relating to services provided, Dirty Mop may review the matter and act as a neutral arbiter in order to reach a fair and reasonable resolution.
14.3 Customers agree to cooperate with any reasonable investigation and provide relevant information where required.
14.4 Where appropriate, Dirty Mop may determine a resolution including partial refunds or compensation in accordance with these Terms.
15. Booking System Availability and Use
15.1 Dirty Mop does not guarantee that the online booking system will be continuously available or free from errors.
15.2 Dirty Mop reserves the right to suspend, withdraw, or modify the booking system for maintenance, updates, or operational reasons.
15.3 Customers must not:
• Use the booking system for unlawful or fraudulent purposes
• Attempt to gain unauthorised access to restricted areas of the system
• Interfere with the operation or security of the system
• Upload or transmit malicious software or harmful code
15.4 All intellectual property rights relating to the booking system, including branding, layout, design, and content, remain the property of Dirty Mop.
16. Amendments
16.1 Dirty Mop reserves the right to amend these Terms from time to time.
16.2 The most current version will always be published on the Dirty Mop website.
16.3 Continued use of the website or booking system following any amendments constitutes acceptance of the updated Terms.
17. Contact Information
Customers may contact Dirty Mop using the following details:
Telephone: 0330 133 5618
Email: info@dirtymopcleaning.co.uk
