Customer Terms

Contract and supplier

1. About these Terms

These proposed Customer Terms are prepared for the cleaning service described in a future Booking Summary. Before any new booking can be accepted, DoneBene must release the final terms and supply the actual Booking Offer and documents to the customer. Please read that pack before accepting. If any term is unclear or you do not agree with it, contact DoneBene first. The Booking Summary, supplied Terms and any expressly attached schedule record the booking agreement. Nothing in this clause excludes or overrides service information or another statement that applicable consumer law makes binding because the customer took it into account when deciding to contract.

2. The supplier and contact details

DoneBene Ltd is the sole supplier and payee. It is registered in England and Wales under company number 17415782. Registered office and postal contact: DoneBene Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. This is a correspondence address, not a cleaning branch or customer reception. You can call 020 3488 7814 with an enquiry, cancellation or complaint. Calls are charged at your provider’s standard rate and may be included in your call allowance; DoneBene adds no telephone service charge.

You can email hello@donebene.co.uk or message DoneBene on WhatsApp at 07511 161688 with an enquiry, cancellation or complaint. The registered office above is a correspondence address. The separate geographical establishment and any different complaints address must be verified and disclosed as required, including for the website and before any new Booking Offer. Bookings remain closed while these checks and the other service preparations are incomplete.

3. Who performs the cleaning

Your cleaning is provided by DoneBene Ltd and personally carried out on its behalf by the professional cleaner identified in your Booking Summary (“your cleaner”). Your cleaner is not a separate supplier and is not paid separately by you. DoneBene will not send a different cleaner, assistant or substitute under this contract version. Any proposed change requires advance notice, any agreement required by law, and a separately reviewed contract and insurance position. For clauses 21–25 and 29 only, your cleaner is a “Protected Person”.

4. Enquiries and contract formation

At present, we discuss preliminary enquiries only and do not issue final Booking Offers or reserve visits. Once bookings are released, we will review your requirements and availability, then send a final written offer identifying the visit, tasks, time, total price, payment arrangements, expiry and cancellation information in a form you can retain.

The contract forms when DoneBene receives your clear, unconditional acceptance of the final written Booking Offer and its supplied Terms through the stated channel before the offer expires. Initially, you can accept by replying to the offer email. No handwritten signature is required. An enquiry, silence or receipt of a payment invitation does not itself accept the offer. Payment arrangements and the due date are stated in the offer before acceptance; payment is a separate obligation and is not an additional contract-formation step. A changed or expired offer requires a new written offer. This process does not override anything applicable consumer law makes binding.

We promptly email confirmation with the accepted Booking Summary, exact Terms version, checklist, cancellation information and model form, plus any separate early-start request and acknowledgements. Confirmation records the contract already formed; it is not a second acceptance. A payment receipt is issued only when payment is actually received.

5. Booking Summary, capacity and accuracy

The Booking Summary identifies one visit: customer and service address, named professional cleaner, date or arrival window, released service and checklist, hourly rate, actual working minutes after the minimum, minimum time and price, authorised duration, exact quoted total, payment arrangements and due date, authorised maximum, all mandatory charges, agreed priorities, products, equipment and exclusions. It states the offer expiry, acceptance and payment steps, cancellation channels, the 24-hour policy and its maximum charge in pounds, the applicable cooling-off right and any early-start process. Fixed copies of the documents must be supplied before acceptance and payment. The customer must be at least 18, have capacity to contract and lawful authority to give access. Please check the details before accepting. Relevant photographs may help assessment but are not required by default.

Service and scope

6. Standard Cleaning: recurring and one-off

Standard Cleaning is a time-based maintenance service for a generally clean and manageable home. Weekly or fortnightly visits are £18.90 per hour, with a 3-hour minimum (£56.70). A one-off Standard visit has a 3-hour minimum and its own individually quoted hourly rate and exact total; the recurring rate does not automatically apply. No tenancy handover or short-let turnaround is included.

The Standard scope includes accessible dusting; vacuuming and suitable floor mopping; ordinary bathroom, toilet, sink, tap, shower and bathtub cleaning; kitchen worktops and splashbacks; cupboard and appliance exteriors; mirrors and routine wiping of accessible interior glass; and emptying normal household bins into the designated on-site bin. The Booking Summary identifies the agreed rooms, tasks, priorities and time. It must attach or reproduce the applicable service checklist and any add-on schedule in a form the customer can save.

The base Standard clean excludes appliance and cupboard/drawer interiors, detailed window cleaning, external windows, balcony/terrace cleaning, laundry, folding, ironing, dishes, dishwasher loading or unloading, wall washing, air vents, organising/decluttering, and furniture or appliance movement. Only the expressly agreed Standard add-ons may vary the relevant base exclusions: inside oven, inside fridge, inside cupboards/drawers, detailed indoor windows, ground-level external windows, balcony/terrace floors, and cleaning products supplied. Their exact tasks, safe method, extra time and total price must be expressly agreed in writing. An enquiry is not an accepted add-on. No overlapping task is charged twice. The detailed add-on scope and limits are here; the accepted version must also be supplied with the booking documents.

7. Deep Cleaning

Deep Cleaning is an assessed service for heavier ordinary household build-up at £25.90 per hour, with a 4-hour minimum (£103.60). It includes the Standard cleaning tasks plus detailed skirting boards, doors, door frames, handles and switches; safe work on built-up dirt and stubborn marks; thorough bathroom cleaning and suitable descaling; interiors and exteriors of accessible cupboards and drawers; accessible inside and outside oven cleaning; accessible fridge interiors; detailed kitchen surfaces and accessible appliance exteriors; and safely accessible corners and edges. Manufacturer instructions and surface suitability govern the method. Marks that cannot safely be removed are not subject to a restoration guarantee.

Before booking, DoneBene will ask about the property and cleaning priorities, then provide the recommended time, agreed checklist and exact total price for acceptance before payment. The quote identifies the rooms, units, appliances, condition, products, equipment and authorised duration; suitable insurance for the agreed tasks must be confirmed internally before the service is offered. The four-hour minimum (£103.60 at £25.90 per hour) is a starting point, not a whole-property completion promise. Larger homes or properties requiring more intensive ordinary cleaning may need additional time. No additional time or charge is imposed without the customer’s prior express agreement. Oven, fridge and cupboard/drawer interiors within the agreed Deep scope do not carry separate Standard add-on fees. Any proposed omission or change to the advertised scope requires express agreement before booking and must be reflected in the quoted scope and price; statutory rights remain unaffected.

Deep Cleaning excludes wall washing, air vents, dishes, dishwasher loading/unloading, laundry, folding, ironing, organising/decluttering, detailed window cleaning, external windows, balcony/terrace cleaning, furniture or appliance movement, specialist oven treatments, dismantling, hazardous work and restoration. Fridges, cupboards and drawers do not need to be empty. Interior cleaning covers safely accessible surfaces around their contents, subject to the task-preparation arrangements in clause 10. Ovens must be cool before interior cleaning. No ladders, climbing or leaning out are permitted. Any property assessment is non-binding; DoneBene sends the Booking Offer afterwards. The legal classification of a contract following a home visit must be checked on the actual circumstances; a remote payment link alone does not determine it.

8. Services not included

DoneBene cleaners do not undertake cleaning of hazardous or severely unsanitary conditions. This includes human or animal waste, blood, other bodily fluids, needles or other sharps, infestations, and any other materials or conditions that may present a health or safety risk. These tasks are strictly outside the scope of DoneBene cleaning services, including Deep Cleaning, and cannot be added by paying for extra time.

Please tell us about any known hazards before booking. If such conditions are found, DoneBene may refuse the affected work or pause or stop the visit where necessary for safety. Any cancellation, payment or refund will be handled under the Customer Terms and your statutory rights; no automatic safety surcharge applies. Nothing in this clause excludes or limits liability that cannot lawfully be excluded or limited.

This service does not include organising or decluttering; childcare, babysitting, pet sitting or animal supervision; other care or supervision; hoarding clearance; bodily-fluid, sewage or biohazard cleaning; sharps; active infestation; extensive mould remediation; fire, flood or smoke restoration; waste removal; pest treatment; exterior work other than expressly agreed Standard ground-level window or balcony/terrace floor add-ons; high-level work; unsafe lifting; specialist stone, antique or other restoration; carpet or upholstery extraction; or work requiring specialist licensing or equipment. Airbnb/short-let turnarounds and End of Tenancy cleaning are not included. An individual Booking Summary cannot override these exclusions without a separately reviewed contract and insurance release.

9. Time-based result

DoneBene will use reasonable care and skill and work through the agreed priorities within the authorised time. DoneBene assesses the agreed checklist and allows appropriate time before quoting. A minimum-duration booking is not a promise to complete every property in that minimum. The time-based description does not remove obligations to perform the agreed service or statutory remedies for an inadequate estimate or deficient service. DoneBene will not add time or charges without the customer’s prior written agreement to the extra work, time and amount. If no variation is agreed, work remains within the original authorised limit. Statutory remedies for a deficient service remain available. Booked cleaning time is allocated to the agreed cleaning tasks and does not include organising or decluttering. Please have your home reasonably prepared before the visit, with floors, worktops and other agreed surfaces accessible and personal belongings put away. Tell us before booking about heavy soiling or clutter that may affect the work. Heavier ordinary household build-up may require more cleaning time and an additional charge. Before any extra paid work, we will explain the proposed tasks, extra time and exact additional amount and obtain your express agreement in writing. Organising and decluttering are not included in this service; if clutter prevents access, we may ask you to clear the area before we clean it. If no change is agreed, we will keep to the original safe scope and authorised amount or discuss stopping the affected work under the cancellation and refund terms. No automatic surcharge applies, and your statutory rights remain unaffected.

10. Products, equipment and task preparation

The customer normally supplies suitable, correctly labelled products and safe equipment as stated in the Booking Summary, including a working vacuum cleaner, mop, bucket and appropriate cloths. With an expressly agreed Standard Cleaning Products Supplied add-on, DoneBene supplies only the specified products; this does not include equipment hire or transfer of products to the customer. DoneBene assesses and controls chemical risks whether products are supplied by the customer or by DoneBene.

Please identify product restrictions, delicate or damaged surfaces and manufacturer instructions without providing medical details. DoneBene checks suitability, follows product and manufacturer instructions, and may refuse unlabelled, mixed, incompatible, damaged or apparently unsafe items. Customer supply, a care label, preparation instructions or an exclusion of a task does not excuse DoneBene’s failure to use reasonable care and skill.

DoneBene does not move furniture or heavy appliances during Standard, Deep or add-on work. Other appliances are cleaned in place; moving or dismantling them is not included. Customers are asked to clear personal belongings from agreed floors and surfaces where reasonably possible; tidying, organising and decluttering are not included. Cupboards and drawers need to be reasonably accessible, but do not have to be empty. For booked fridge interior cleaning, please clear the fridge as much as reasonably possible; it does not need to be completely empty. DoneBene will clean the surfaces safely accessible around their contents. The standard scope does not include removing, sorting or restocking contents or handling food. If an item blocks an agreed area, the cleaner will discuss access with the customer; any temporary repositioning by the customer is voluntary and must be safe. Where access remains limited, DoneBene will explain the affected work and agree a reasonable scope, time or price adjustment as appropriate. An occupied fridge or cupboard alone is not an access failure and does not trigger a penalty or automatic extra charge. No unagreed omission removes the customer’s statutory remedies. Food must remain safely chilled and ovens must be cool before interior cleaning. Laundry, ironing and folding clothes are not offered under the current service. Ground-level external windows and balcony/terrace floor add-ons require suitable access and conditions; no ladders, climbing, leaning out, high-level work, pressure washing or hazardous-material handling. All clause 8 exclusions remain in force.

Access and safety

11. Access, occupiers and pets

The customer or an authorised adult must provide lawful and safe access and an initial walkthrough. DoneBene does not accept key custody under this Stage 0 contract. The customer must disclose pets, aggression, access restrictions, unsafe electrics, wet or unstable floors, sharp objects and any person whose presence creates a material risk. DoneBene provides cleaning services only. Your professional cleaner must not be left in charge of children or animals. Childcare, babysitting, pet sitting and animal supervision are not provided. If any child or animal is present, you must ensure that a responsible adult other than the cleaner is present throughout the visit and remains responsible for their care, safety and supervision. Keep children and animals safely away from cleaning products, equipment, wet floors and the working area. Tell us about animals and any relevant risks before booking. We may pause or stop work if suitable supervision or safe separation is not maintained. This does not exclude or limit any liability that cannot lawfully be excluded or limited, or DoneBene's duty to use reasonable care and skill. Anyone else who needs care or supervision must also remain in the care of a suitable responsible adult; DoneBene does not provide that care.

12. Health and safety; right to stop

DoneBene may refuse or stop affected work where a condition is unsafe, illegal, materially different from the disclosed condition or outside the agreed service, including hazardous or severely unsanitary conditions or an active pest infestation. We will explain the reason and discuss any safe work that can still be done within the agreed scope. If the visit cannot safely continue, we will leave safely.

There is no automatic safety or call-out fine. You pay only for properly supplied work and any fair cancellation or access-related loss permitted by clause 15, without double recovery. We do not charge for work not supplied, except for a lawful charge under clause 15, and refund any overpayment. No loss charge applies if DoneBene is at fault, and your statutory cancellation and service remedies take priority. A safety concern alone does not establish that you are responsible for a loss.

Cancellation and changes

13. Distance-contract cancellation right

The 14-day period is a cooling-off period after the contract is made, not a requirement to book 14 days before a visit. A visit can take place sooner when the early-start requirements in clause 14 are met. The appointment notice policy in clause 15 does not replace statutory cancellation rights.

Where consumer cancellation law applies to a distance or off-premises booking, you normally have 14 days from the day after the contract is made to cancel without giving a reason. Each separately accepted visit has its own applicable cancellation period. If legally required information was omitted, the period may be extended; these Terms do not shorten it.

You can call 020 3488 7814, write to DoneBene Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ, email hello@donebene.co.uk, or send a clear cancellation message to our WhatsApp number, 07511 161688. You may use the model cancellation form or any other clear statement. You do not need our permission, a particular form or a booking reference to cancel. For a statutory cancellation, it is sufficient to send your clear cancellation communication before the period ends; a notice given by telephone counts when communicated. We will acknowledge promptly, but your right does not depend on our acknowledgement. Please keep evidence of your notice where reasonably possible.

14. Request to start within 14 days

DoneBene will not start during the applicable statutory cancellation period without the customer’s express early-start request and the required information and acknowledgement. These statements are separate and not pre-selected, and are retained in a durable record. Following a valid request, cancellation after work starts may require proportionate payment for service actually supplied. The right ends on full performance only when the legal conditions for losing it are satisfied. If the required information or request is missing, DoneBene will not charge a prohibited amount for performance during that period.

15. Appointment cancellation and rescheduling

Your statutory rights take priority. No appointment-cancellation or access-failure charge applies when you validly exercise a statutory cancellation right. If you cancel within the applicable 14-day period before work starts, you receive a full refund, even with less than 24 hours’ notice. If work has started following a valid express request, only the lawful proportionate amount for service already supplied may be payable. Payment or requesting an early visit does not, by itself, remove your right to cancel.

Outside those rights, cancelling at least 24 hours before the scheduled arrival time (or start of an agreed arrival window) carries no appointment charge and the advance payment is refunded in full. You can also ask to reschedule without an appointment charge with that notice; a new date depends on availability and express agreement. If no suitable date is agreed, you may cancel for a full refund.

For a cancellation or request to move the visit with less than 24 hours’ notice, or an access failure for which you are responsible, any charge is the lower of our evidenced, reasonable net loss that could not reasonably be avoided and 50% of the booked minimum price. The maximum is £28.35 for weekly or fortnightly Standard, £51.80 for Deep at the advertised rates, or 50% of the expressly quoted minimum price for One-off Standard. The precise maximum in pounds is shown in your offer before you accept; optional add-ons do not increase that ceiling. These are maximum amounts, not automatic fees.

DoneBene takes reasonable steps to refill the slot, deducts saved costs and replacement income, and provides the calculation and an itemised cancellation statement before retaining any amount from the advance payment. No charge applies where DoneBene is at fault or the slot is refilled, and there is no double recovery. The remaining balance is refunded without undue delay and within 14 days after cancellation. You can question the calculation without losing your rights. A notice sent to our stated email address or WhatsApp number counts when sent for this commercial cutoff; a notice communicated by phone or voicemail counts when given. Our acknowledgement is not required. Statutory notice rules in clause 13 remain unaffected.

16. Changed condition at arrival

If condition, hazards, access, size or requested work differs materially from the Booking Offer, DoneBene pauses and explains the options. We may keep the original safe scope, end affected work under the applicable refund and lawful-loss rules, or agree a documented variation. Before additional paid work, the customer must receive and affirmatively accept its scope, rate, time, exact additional amount and cancellation information in a durable form, and agree any payment method and due date. Payment remains separate from acceptance of the variation. Any required early-start request and acknowledgement are obtained separately. An in-home variation may engage off-premises rules. If the process cannot be completed, we do not perform or charge for the extra work. Using a remote payment link does not itself remove statutory protections.

Price and payment

17. Price and VAT

The Booking Offer shows the exact quoted total and authorised maximum based on the authorised duration, applicable minimum and expressly agreed mandatory charges. Prices include any VAT DoneBene is legally required to charge. After the agreed minimum, we charge for actual recorded working minutes at the stated hourly rate, with the final amount rounded to the nearest penny, without exceeding the authorised duration or amount. We do not round working time up to a further block or bill our breaks. If agreed priorities are completed sooner, the minimum applies and time above the final charge is not billed. Where work is incomplete because of DoneBene’s breach or cancellation, the minimum does not remove statutory remedies or justify charging for unperformed work. Travel or parking is chargeable only if itemised before acceptance; no consumer-card surcharge is added.

18. Payment and security

Payment is due to DoneBene Ltd in accordance with the arrangements and due date stated in your accepted Booking Offer. This website does not currently collect payments. If a secure online payment invitation is made available, it will identify your booking and the agreed amount. There is no separate payment to your cleaner. Do not send card details by phone, email, form or chat.

Any advance payment is not automatically non-refundable. At the end of the visit, the itemised statement follows the time and price rules in clause 17. Unused paid time above the agreed minimum is refunded. Additional tasks, time and charges require your prior written agreement, including any changed payment arrangements. Statutory remedies and proportionate-payment rules take priority over the minimum.

A pending or failed payment does not erase an already formed contract. Contact us to resolve it; no automatic failure penalty or unagreed debit applies. We record any invoice, receipt and adjustment against the same booking, without duplicating the charge.

Refunds are made without undue delay within applicable statutory deadlines. Undisputed overpayments are returned within 14 days after identification. We use the original payment method unless you expressly agree otherwise, without a refund fee. Cancellation refunds follow clause 15.

19. If DoneBene cancels, is delayed or cannot perform

If DoneBene cancels or cannot complete a visit, we will promptly explain what has happened. You do not pay for work not supplied. If any payment was already made for that work, we refund it without undue delay and within 14 days of cancellation. We may offer a replacement date, but you do not have to accept credit or rebooking.

If we are delayed or an event outside our reasonable control affects the service, we will tell you as soon as reasonably practicable and take reasonable steps to reduce the effect. If a new arrival time or date does not work for you, you may cancel the unperformed service for a refund. We do not charge you for our travel delays or shorten agreed cleaning time without your agreement. These arrangements do not remove any remedy or liability that cannot lawfully be excluded or restricted.

Problems, remedies and liability

20. Problems, complaints and statutory remedies

If something is not right, please call 020 3488 7814, email hello@donebene.co.uk, message our WhatsApp number 07511 161688, or write to DoneBene Ltd, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. Tell us as soon as reasonably possible, ideally within 48 hours, so we can preserve evidence and look into it. This is a helpful reporting period, not a deadline that removes your rights. We aim to acknowledge a service complaint within two working days and provide a substantive response or progress update within ten working days. If more time is needed, we will explain why and give a next update date. We investigate fairly, ask only for relevant and proportionate information and send a reasoned written outcome. These targets do not delay any statutory remedy or urgent safety action.

If we fail to provide the service with reasonable care and skill or as required by binding service information, your statutory remedies may include repeat performance at our cost, within a reasonable time and without significant inconvenience. Where repeat performance is impossible or cannot be provided on those terms, or where another statutory ground applies, you may be entitled to an appropriate price reduction, up to the full price in a suitable case. Any refund due for a statutory price reduction is paid without undue delay and within 14 days after we agree you are entitled to it, using the original payment method unless you expressly agree otherwise, with no fee. Other applicable remedies, including compensation for proven loss, remain available without double recovery.

For damage concerns, please make the area safe and preserve reasonable evidence where possible. We may discuss inspection or suitable repair, but do not require you to delay urgent action or waive your rights. You do not have to claim on your own household insurance first, and we do not automatically pass an insurance excess to you. Our responsibility is determined by these Terms and applicable law, not solely by whether an insurer accepts a claim.

If our complaints process does not resolve the matter, our final response will explain any suitable independent dispute-resolution route actually available, including the provider’s name, website and applicable participation information in a form you can keep. We do not claim membership of an ADR scheme. We will consider an appropriate independent process and explain any agreed or legally required participation under the rules that apply at the time. This does not make ADR compulsory for you or restrict your court or statutory rights.

21. Valuables and pre-existing condition

Please put cash, jewellery, personal papers and portable valuable or sentimental items somewhere safe before the visit, and tell us about damage, loose fittings or delicate surfaces you know about. You are not expected to diagnose hidden defects. Leaving an item out, or not knowing about a defect, does not by itself remove your right to claim for damage we cause.

We are not responsible for damage already present before our work, or for inherent defects, ordinary wear, fading or deterioration that would have occurred without our service. For example, an existing scratch or failed appliance component is not damage caused by the clean merely because it is noticed afterwards. We remain responsible to the extent that our breach or lack of reasonable care and skill causes new damage or makes an existing problem worse. This includes a failure to take appropriate account of a defect or risk we should reasonably have identified.

22. Damage, foreseeable loss and specific exclusions

DoneBene is responsible for loss or damage that is a reasonably foreseeable result of its breach of this contract or failure to use reasonable care and skill. A loss is foreseeable if it was an obvious possible consequence when the booking was agreed, or the circumstances were discussed with us before acceptance so that both parties could reasonably foresee it.

This responsibility can include accidental damage to floors, worktops, glass, fittings, appliances or other belongings, where caused by our breach or lack of reasonable care. A surface being delicate, an item being the thing we are cleaning, or products and equipment being supplied by you is not a blanket exclusion. Clauses 21 and 23–24 explain the applicable boundaries and proposed monetary limit.

We do not accept responsibility for losses that neither party could reasonably foresee when the booking was agreed. For a service booked wholly or mainly for private domestic use, we exclude losses relating to a business you operate, such as lost trading profit, business revenue, business opportunities or business interruption. This business-loss exclusion does not exclude damage to your home or belongings, or a recoverable personal loss, merely because you also work from home. Guest changeovers and other business cleaning require a separately reviewed service and contract.

If your breach of an agreed obligation or information you supplied causes a loss, our responsibility is reduced only to the extent that the loss is attributable to that cause rather than our own breach or lack of care. There is no automatic transfer of all risk to you. You should take reasonable steps to prevent avoidable further damage once a problem becomes apparent; this does not require unsafe action or unreasonable expense. We do not exclude a foreseeable loss simply by describing it as indirect or consequential. Clause 23 takes priority over every exclusion and limit.

23. Liability and rights that are never excluded

DoneBene remains obliged to provide reasonable care and skill and to honour information about the trader or service that is binding under sections 49 and 50 of the Consumer Rights Act 2015. The limits in these Terms do not remove those obligations.

No exclusion or ceiling in these Terms applies to death or personal injury caused by negligence; fraud or fraudulent misrepresentation; a right or remedy that section 57 of the Consumer Rights Act 2015 prevents us from restricting, including recovery of the price paid in an appropriate case; or any other liability, statutory compensation or remedy to the extent the law prohibits its exclusion or restriction. Data-protection rights and access to the ICO, courts or other authorities are not waived. The proposed clause 24 ceiling applies only to monetary liability that can fairly and lawfully be limited.

24. Shared aggregate liability ceiling — draft for approval

Proposed amount: £2,000,000 in total for one booking, shared by DoneBene Ltd and your named cleaner. Subject to clause 23, the proposed ceiling covers their combined monetary liability for all claims arising out of or connected with that booking, whether based on contract, negligence or another tort, non-fraudulent misrepresentation, restitution or another legal basis, but only to the extent a limit is fair and lawful. It includes claims for property or item damage and other recoverable financial loss described in clause 22; it does not automatically exclude those claims.

A booking means the single visit in one accepted Booking Summary, including its expressly agreed variations and add-ons. The ceiling is one shared amount, not a separate amount for each item, claim, legal argument or defendant. Weekly or fortnightly visits remain separate bookings; they are not combined into an indefinite single contract. The same loss cannot be recovered twice. Court-awarded legal costs and interest are governed by the applicable law and court order; this proposed ceiling does not purport to override the court’s powers.

The named cleaner is the Protected Person defined in clause 3 and may rely on these provisions only through clause 29 and subject to the same exceptions. These Terms do not bind a person who has not agreed to them or remove that person’s independent rights. The ceiling does not extend to a neighbour, visitor or another third party merely because their loss arises during a visit.

This is a drafting proposal, not a released booking term. The amount, aggregation, insured-person wording, foreseeable risks and practical fairness require written review by DoneBene’s insurer and a UK consumer solicitor before use. £2,000,000 is not a statement of insurance already in force or of cover for every risk. DoneBene’s responsibility is not reduced to the amount an insurer decides to pay. Any final limitation must be clearly supplied before acceptance and cannot remove the protections in clause 23.

25. Agreed work and results we do not promise

Our service is the agreed home-cleaning work, performed with reasonable care and skill. We do not promise restoration of worn or damaged surfaces, removal of every stain or deposit, or a sterile or allergen-free home. We will explain a known limitation before acceptance or discuss it promptly if it becomes apparent during the visit.

The advertised minimum duration is a starting point for a quote, not a promise that every property can be fully cleaned in that time. We must still assess the agreed work with reasonable care, allow appropriate time and perform the service we have agreed. A time-based booking does not excuse a poor estimate, silently omitted tasks or deficient work. Changes and additional charges follow clauses 9 and 16.

Guest ratings, landlord or inventory decisions and return of a tenancy deposit are not promised results of this domestic service. Short-let turnarounds and tenancy handovers are outside its scope. None of these boundaries overrides a specific statement that consumer law makes binding, or the remedies described in clauses 20 and 23.

Information, changes and law

26. Personal information and photographs

DoneBene uses personal information to respond to enquiries, assess and perform the contract, take payment, keep business and tax records, manage safety and handle complaints or claims. Photographs are requested only where relevant to scope, safety or evidence and must not unnecessarily include people or sensitive documents. The Privacy Notice explains lawful bases, recipients, transfers, retention and rights.

27. Communications and language

DoneBene can discuss the service in English, Italian or Portuguese. The formal Booking Summary and Customer Terms are issued in English unless DoneBene expressly issues another controlling version. This language clause does not exclude any specific pre-contract statement made in another language that applicable consumer law makes binding because the customer relied on it. The customer should ask for an explanation before accepting any unclear term. Each party must keep its contact details current.

28. Regular visits and changes

Weekly or fortnightly cleaning is a scheduling preference, not an automatic subscription. Each visit has its own written offer and explicit acceptance under clause 4, with payment due as stated under clause 18. There is no minimum number of visits, exit fee or automatic saved-card debit. You may decline future offers. Changes do not retrospectively alter existing contracts.

29. Transfer and third-party rights

DoneBene will not transfer its performance obligation or send an external performer under this contract version without advance notice, any agreement required by law and a separately reviewed operating model. Your cleaner, as a Protected Person, may enforce clauses 21–25 and this clause under the Contracts (Rights of Third Parties) Act 1999, subject to all their limits. DoneBene and the customer may vary or cancel the contract without that person’s consent. No other person has a contractual right to enforce these Terms unless mandatory law provides otherwise. This does not remove anyone’s independent legal rights.

30. Law and courts

These Terms are governed by the law of England and Wales. If the customer is a consumer resident elsewhere in the United Kingdom, this does not remove mandatory protections or court rights available where the customer lives. The parties should first try to resolve a complaint directly, without restricting either party’s legal rights.

Detailed task and add-on conditions

These conditions apply to the relevant tasks expressly included in your Booking Summary. Oven, fridge and cupboard/drawer interior conditions also apply when those tasks are included in Deep Cleaning, without a separate Standard add-on charge. The accepted conditions must be supplied with the quote in a form you can save. Clauses 8–12 and your statutory rights continue to apply.