Service, payment and cancellation terms

Effective date: 7 October 2026

Who you are booking with

The Neat Standard is the trading name of Joshua Pokoo-Powell.

Flat 7 Fieldhouse, 40 Schoolgate Drive
Morden
SM4 5DJ
United Kingdom

Email: theneatstandardcleaning@gmail.com
Phone: +44 7950 397 281

These terms cover domestic and end-of-tenancy cleaning. Commercial clients receive separately agreed written terms, including payment and cancellation arrangements. Nothing here removes rights that cannot lawfully be excluded.

Quotes, scope and booking

The website provides price starting points. Your written quote sets out the service, included areas, agreed add-ons, exclusions, total price, assumptions, date or arrival window and payment deadline. Parking or other agreed charges must be disclosed before you accept. We obtain your agreement before carrying out chargeable extra work.

An enquiry does not reserve a slot. A booking is confirmed when we accept it in writing after your acceptance of the quote and these terms, and receipt of the required upfront payment or deposit. We send confirmation of the agreed service and payment arrangements. If payment arrives but we cannot accept the booking, we refund it.

We use reasonable care and skill and the agreed checklist. Cleaning may not remove permanent staining, wear or existing damage. End-of-tenancy cleaning does not guarantee the return of a tenancy deposit, which depends on matters beyond cleaning.

Payment before the clean

Service	Payment arrangement
Regular domestic and standard one-off cleaning	Full payment before each visit, after the quote and date are agreed.
Deep cleaning below £250	Full payment before the visit.
Deep cleaning of £250 or more, and all end-of-tenancy cleaning	25% deposit to confirm the booking, deducted from the total. The remaining 75% is due 24 hours before the scheduled clean.
Commercial cleaning	Payment terms agreed in writing. We normally request upfront payment for the first trial clean.

We send a customer-specific Stripe invoice link showing the amount due. For full-payment bookings, the quote states the deadline, normally 24 hours before the clean. For bookings arranged within 24 hours of the start, full payment is due before the visit at the deadline stated in the quote. Payment does not change the agreed scope or reserve an unconfirmed date.

If a payment is overdue, we contact you before pausing or releasing the slot. Any cancellation charge remains subject to the rules below; a deposit is not automatically non-refundable. Approved additional work is invoiced separately on the terms agreed before that work starts.

Cancelling or rescheduling

Contact us by email, phone or WhatsApp with your name, service address and booking date. We acknowledge your request; your cancellation is not dependent on us replying. Keep a copy of your message. The notice period is measured against the scheduled start of your arrival window.

Your statutory cancellation rights take priority over the table below. Where these standard cancellation rules apply:

Notice before the visit	What happens
48 hours or more	No cancellation charge. We refund payment for the cancelled visit, or move it to an agreed new date if you prefer.
24 hours to less than 48 hours	Any charge is limited to our reasonable net loss, capped at 25% of the agreed visit price.
Less than 24 hours, or failed access / no-show	Any charge is limited to our reasonable net loss, capped at 50% of the agreed visit price.

These are maximum amounts, not automatic fees. We account for costs saved and any replacement booking, take reasonable steps to reduce our loss and explain any deduction. A deposit or other advance payment counts towards a justified charge; we refund the remainder. We do not charge twice for the same loss. Refunds are made without undue delay, normally within 14 days, using the original payment method unless you agree otherwise.

Rescheduling is subject to availability. With 48 hours or more notice, it is free for the same scope; we agree any price change caused by different work or access before you accept. Short-notice changes may involve only the justified charge described above. Future recurring visits can be cancelled individually under these rules.

Your cooling-off rights as a consumer

For a qualifying service contract made online, by phone or away from our business premises, you normally have 14 days after the contract is made to cancel without giving a reason. You can tell us clearly by email, WhatsApp, phone or post; the optional form below is available but not compulsory. Where no service has been supplied, we refund the payments received without a cancellation fee within 14 days of being informed.

If you want a clean during that period, we ask you to expressly request an early start before the work begins. You may still cancel before completion. Where the legal conditions are met, you pay only a proportionate amount for work actually supplied before cancellation. You lose the cooling-off right only once the service is fully performed, if you expressly requested the early start and acknowledged beforehand that full performance would end that right. Agreeing a date or paying an invoice alone is not treated as that request and acknowledgement.

We include these rights and any required early-start request in the written booking arrangements. If we have not obtained the required request, we will not assume permission to start during the cooling-off period.

Optional cancellation form

To: Joshua Pokoo-Powell trading as The Neat Standard, Flat 7 Fieldhouse, 40 Schoolgate Drive, Morden, SM4 5DJ; theneatstandardcleaning@gmail.com.

I hereby give notice that I cancel my contract for the following cleaning service:

Service and booking date:
Date the contract was agreed:
Customer name:
Customer address:
Date of this notice:
Signature (only if sending on paper):

Access and preparing the property

Please provide safe access, hot water, electricity, lighting and agreed parking. Tell us beforehand about pets, fragile items, damage, leaks, mould, pests or other hazards. Empty appliances or cupboards where an interior clean is booked. Arrange key or access details directly with us; do not put codes in the website form.

We may pause or decline unsafe work, including undisclosed sharps, hazardous materials, severe mould, bodily fluids or unsafe electrics. We explain the issue and agree a safe alternative where possible. Charges for work completed or a failed visit must be reasonable, reflect the circumstances and preserve your statutory rights.

If we need to change or cancel

We contact you promptly if we cannot deliver the agreed visit. You can accept an alternative date or receive a refund for work not supplied. We do not impose a customer cancellation charge where we cancel. If work has started, we discuss a fair adjustment for the service supplied and any applicable remedy.

Quality, damage and complaints

Contact us as soon as possible if an agreed area was missed, or if you believe damage occurred. Reporting within 48 hours where practical helps us investigate, but it is not a limit on your legal rights. We review the evidence and arrange an appropriate remedy, such as a re-clean or price reduction, where required.

We are not responsible for pre-existing damage or a result that cannot reasonably be achieved by cleaning, but this does not excuse damage caused by our failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud or anything else that cannot lawfully be excluded. Your consumer rights remain unaffected.

Personal information and applicable law

See our privacy notice for how we use enquiry, booking, payment and access information. These terms are governed by the law of England and Wales, without removing mandatory consumer protections or court rights applicable to you. Changes apply to future bookings; we do not retrospectively alter an agreed booking without your agreement.