Cleaning Policy

Last updated: July 2026

This policy sets out clearly what you can expect from every PROCLEAN Solutions service: what is included, what is not, how we handle complaints, refunds, and damage claims. We believe in total transparency so there are no surprises.

1. What's Included in Every Clean

Regardless of service type, every PROCLEAN clean includes:

Fully vetted and insured professional cleaners
All professional-grade, eco-friendly cleaning products and equipment
Comprehensive checklist for the service booked
Photo updates on request
A post-clean satisfaction check

2. Service-Specific Coverage

Residential Cleaning (Regular)

Included: Vacuuming all carpets and upholstered floors; mopping hard floors; dusting all accessible surfaces, shelves, and skirting boards; wiping kitchen worktops and hob; cleaning sinks and bathroom sanitisation; emptying bins; tidying rooms as requested.

Not included: Inside ovens, inside fridges, inside cupboards/wardrobes, laundry and ironing (unless agreed as an add-on), interior windows, external areas, loft/garage spaces.

End of Tenancy Cleaning

Included: Full top-to-bottom clean of all rooms; inside oven, grill, and hob; inside fridge and freezer; inside all kitchen cupboards and drawers; all kitchen appliances exterior; bathroom deep clean including limescale removal; descaling taps and showerhead; all floors vacuumed and mopped; all surfaces, skirting boards, door frames, and switches wiped; windows cleaned inside; light switches and plug sockets cleaned.

Not included: External windows above ground floor; carpet steam cleaning (available as add-on); wall washing beyond scuff marks; garden and external areas; attic/loft/basement/garage unless specifically agreed.

Deep Clean

Included: All items in end of tenancy clean plus: grout scrubbing; behind and underneath furniture and appliances (if moved by client); limescale treatment for taps, tiles, and shower screens; window frames and sills; degreasing of extractor fans and filters; bin cleaning.

Not included: External windows above ground floor; pest treatment; mould remediation beyond surface cleaning; structural repairs; items that require specialist equipment or contractors.

Airbnb & Short-Let Cleaning

Included: Full property reset between guests; all rooms cleaned and tidied; bathroom deep clean; kitchen sanitisation; rubbish removal; linen change and bed-making (using client-supplied fresh linen); restocking of client-supplied toiletries and essentials; photo update upon completion.

Not included: Providing replacement linen or toiletries; laundry service (unless arranged separately); maintenance tasks or repairs.

Commercial & Communal Cleaning

Included: For offices and commercial premises: desks and work surfaces wiped, floors vacuumed or mopped, bins emptied, kitchens, staff rooms and washrooms cleaned. For communal areas: stairwells, corridors, and landings cleaned; lobby floors mopped and swept; lifts cleaned inside; banisters and handrails wiped; light fittings and switches dusted; entrance glass and door handles cleaned; bin store tidied; external steps swept.

Not included: Individual flat interiors; garden landscaping; maintenance or repair work; biohazard clean-up; pest control.

3. What We Cannot Clean

For health and safety reasons, our teams will not clean the following:

Areas containing bodily fluids, biohazards, or clinical waste
Properties with active pest infestations (rodents, bed bugs, cockroaches)
Extreme mould or black mould beyond superficial surface levels
Areas that are structurally unsafe or without adequate access
Items requiring specialist treatment (antiques, valuable artwork, fragile collectibles) without prior written agreement

If our team arrives and finds conditions that make it unsafe or impossible to clean, we reserve the right to cease work. In such cases, a partial fee may be charged for the time already spent.

4. Satisfaction Guarantee & Re-Clean Policy

We stand behind every clean we carry out. If you are not satisfied with any aspect of the service:

Notify us within 7 days of the clean being completed
Tell us specifically which areas or tasks you are unhappy with
We will arrange a return visit to re-clean those areas at no additional charge

The re-clean guarantee covers the specific areas or tasks identified as unsatisfactory. It does not cover new tasks not included in the original service, or areas that have been used and dirtied since the original clean was completed.

The guarantee does not apply where:

The property condition was materially different from what was described at booking
The dissatisfaction relates to pre-existing damage, staining, or wear that cannot be removed through cleaning
The complaint is made after the 7-day window has passed
Access was not provided to all areas included in the service

5. Refund Policy

We do not offer cash refunds for completed cleaning services. Our remedy for a substandard clean is always a free return visit to put it right, as outlined in our satisfaction guarantee above.

A refund may be considered only in the following exceptional circumstances:

We cancelled the booking at short notice without being able to reschedule within a reasonable time
The service was materially incomplete through no fault of the client
A written agreement to refund was made by a PROCLEAN manager

Any approved refund will be processed within 5 to 10 working days to the original payment method.

6. Cancellation & Rescheduling

More than 24 hours' notice: Cancel or reschedule at no charge.
Less than 24 hours' notice: A cancellation fee of up to 50% of the quoted service value may be charged to cover staff costs and lost scheduling.
No access on arrival: If our team cannot access the property at the agreed time and no prior notice was given, the full quoted fee may be charged.
Repeat cancellations: We reserve the right to require a deposit for future bookings from clients who cancel two or more times at short notice.

7. Damage & Breakage Policy

All PROCLEAN staff work with care and attention. In the rare event of accidental damage:

You must report the damage to us within 24 hours of the service being completed
Our team will also report any accidental damage before leaving the property
We will assess the claim and respond within 3 working days
Where damage is confirmed as our fault, we will arrange repair or fair compensation up to the cost of the service provided

We are not liable for:

Pre-existing damage or wear and tear
Items of antique, sentimental, or disproportionate value not declared before the clean
Damage caused by faulty, loose, or improperly installed fixtures
Items left unsecured in cleaning areas
Claims raised more than 24 hours after service completion

8. Keys & Property Access

Many of our clients provide keys or access codes to allow cleaning in their absence. All keys are handled with full discretion and are never labelled with addresses. If you provide a key:

Keys are held securely and only used for your scheduled cleans
Keys will be returned on request with 24 hours' notice
Loss of a key must be reported immediately. We will cover reasonable lock replacement costs where fault lies with us

9. Products & Allergies

We use professional-grade, eco-friendly cleaning products that are safe for use around children and pets. If you have known allergies, sensitivities, or specific product preferences, please inform us at the time of booking. We are happy to use client-supplied products where preferred.

10. Contact for Policy Questions

If you have any questions about this policy or wish to make a complaint, contact us at:

We aim to respond to all complaints and policy queries within 1 working day.