Deposit Back Guarantee Terms

Last updated: 28 October 2025

Important Notice

Our Deposit Back Guarantee applies only to the agreed scope of work as specified in your quote and booking confirmation. Please read these terms carefully to understand what is covered and what is not covered by the guarantee.

1. Guarantee Overview

My Cleaning Solutions Ltd offers a Deposit Back Guarantee for our end of tenancy cleaning services. This guarantee means that if your landlord or letting agent deducts money from your deposit due to cleaning issues that fall within our agreed scope of work, we will either return to re-clean the affected areas free of charge or refund a portion of your cleaning fee, subject to the terms below.

2. Scope of Coverage

2.1 What IS Covered

The Deposit Back Guarantee covers cleaning-related deductions only for items and areas explicitly included in your quote and confirmed booking. This typically includes:

  • Deep cleaning of all rooms specified in your quote (e.g., kitchen, bathrooms, living areas, bedrooms)
  • Professional oven cleaning (if included in your quote)
  • Internal window cleaning (if accessible and included in your quote)
  • Cleaning of appliances specified in your quote (fridge, dishwasher, washing machine)
  • Floor cleaning (vacuuming, mopping) in areas specified in your quote
  • Carpet shampooing (only if purchased as an additional service)
  • Any other specific cleaning tasks explicitly agreed upon in writing

2.2 What IS NOT Covered

The Deposit Back Guarantee does NOT cover deductions related to:

  • Pre-existing damage: Any damage, stains, or wear and tear that existed before our cleaning service
  • Repairs and maintenance: Holes in walls, damaged fixtures, broken items, plumbing issues, electrical problems, etc.
  • Painting and decorating: Scuff marks requiring repainting, wallpaper damage, ceiling stains from leaks
  • Garden and exterior areas: Unless explicitly included in your quote
  • Carpet damage: Permanent stains, burns, tears, or odors that cannot be removed by cleaning
  • Items outside the agreed scope: Additional rooms, areas, or tasks not specified in your quote
  • Inaccessible areas: Areas we could not access due to furniture, locked cupboards, or lack of keys
  • External windows: Unless explicitly included in your quote
  • Deep cleaning of curtains, blinds, or upholstery: Unless explicitly included in your quote
  • Pest control issues: Infestations or pest-related damage
  • Mold or damp: Issues caused by poor ventilation, leaks, or structural problems
  • Landlord preference or standards: Deductions based on subjective standards or personal preferences that exceed industry cleaning standards
  • Wear and tear: Normal wear and tear from tenancy that is not cleaning-related
  • Rubbish removal: Unless explicitly included in your quote
  • Property emptying: Removal of furniture, belongings, or clearance services

2.3 Scope Definition

The scope of our guarantee is defined by:

  • The information you provided when requesting a quote (property size, condition, special requirements)
  • The written quote and confirmation we provided to you
  • The specific services and areas listed in your booking confirmation
  • Any additional services purchased and confirmed in writing

If the actual property condition significantly differs from what was described, or if additional cleaning requirements arise that were not included in the original scope, these are not covered by the guarantee.

3. Conditions for Guarantee Eligibility

To be eligible for the Deposit Back Guarantee, you must meet ALL of the following conditions:

3.1 Property Preparation

  • The property was completely empty of all furniture, belongings, and rubbish at the time of cleaning
  • All utilities (water, electricity, heating) were connected and operational during the cleaning
  • All areas to be cleaned were accessible (no locked cupboards, unreported restricted access areas)
  • The property was in the condition described in your quote request

3.2 Accurate Information

  • You provided accurate information about the property size, number of rooms, and condition
  • You disclosed any special requirements, challenges, or issues before the cleaning
  • The property matched the description provided in your quote request

3.3 Timely Notification

  • You notified us of any cleaning issues within 48 hours of the landlord or agent's inspection
  • You provided us with written evidence of the deduction (inventory report, email from agent, check-out report)
  • You gave us the opportunity to inspect the property and/or re-clean before any deposit settlement

3.4 Evidence and Documentation

  • You can provide the official inventory or check-out report citing specific cleaning deficiencies
  • The deduction is itemized and clearly relates to cleaning within our agreed scope
  • The check-out was conducted by a qualified inventory clerk or letting agent
  • The deduction is supported by photographic evidence (if available)

3.5 Access for Re-cleaning

  • You provide us with access to the property for re-cleaning within 48 hours of notification (if property is still accessible)
  • Property condition has not changed significantly since our original cleaning
  • New tenants have not moved in or property has not been re-let

3.6 Payment and Service Completion

  • Full payment for the cleaning service has been made
  • Our cleaning team was able to complete the full service without restrictions
  • You allowed the agreed upon time for the cleaning to be completed

4. Guarantee Process and Procedure

4.1 Step 1: Immediate Notification

Contact us immediately (within 48 hours) if your landlord or agent raises cleaning concerns or deducts from your deposit. Email [email protected] or call/WhatsApp 07385 813 282.

4.2 Step 2: Provide Evidence

Send us the official inventory report, check-out report, or written communication from your landlord/agent detailing the specific cleaning issues and deduction amount. Include photos if available.

4.3 Step 3: Assessment

We will review the evidence within 24 hours to determine if the issues fall within our agreed scope of work. We may request additional information or clarification.

4.4 Step 4: Resolution Options

If the claim is valid and within our scope, we will offer one of the following:

  • Option A - Re-clean: Return to the property to re-clean the affected areas at no additional charge (preferred option if property is accessible)
  • Option B - Partial Refund: Provide a refund proportionate to the cleaning deduction, up to the value of our original service fee

4.5 Step 5: Implementation

Once agreed, we will implement the resolution within 48 hours (for re-clean) or 7 working days (for refund).

5. Limitations and Exclusions

5.1 Maximum Liability: Our maximum liability under this guarantee is limited to the amount you paid for the cleaning service. We are not liable for the full deposit amount or any consequential losses.

5.2 One Re-clean: The guarantee covers one re-clean attempt. If issues persist after the re-clean due to factors outside our control, no further re-cleans or refunds will be provided.

5.3 Time Limit: Claims must be made within 48 hours of the landlord/agent inspection and no later than 30 days after our cleaning service.

5.4 Third-Party Standards: We work to professional cleaning industry standards. We are not responsible if your landlord or agent has unreasonably high or subjective standards that exceed these norms.

5.5 Property Changes: The guarantee is void if the property has been altered, re-tenanted, or significantly changed since our cleaning.

5.6 Customer Actions: The guarantee does not cover issues arising from your actions or omissions after our cleaning (e.g., property damage, unauthorized access, improper disclosure).

5.7 Force Majeure: We are not liable for delays or inability to fulfill the guarantee due to circumstances beyond our reasonable control.

5.8 Dispute Resolution: In case of dispute, you agree to work with us in good faith to reach a reasonable resolution before pursuing formal complaints.

6. Industry Standards and Expectations

Our cleaning service meets and exceeds professional industry standards for end of tenancy cleaning. However, it's important to understand realistic expectations:

  • Some stains (e.g., limescale buildup, permanent discoloration, rust, certain food stains) may be impossible to remove completely
  • Aging or wear on fixtures, surfaces, and appliances cannot be reversed through cleaning
  • Grout discoloration, sealed-in stains, and structural issues require repair, not cleaning
  • Heavily soiled properties or those with excessive buildup may require specialist treatments beyond standard cleaning
  • We use professional-grade cleaning products, but some damage is permanent and cannot be addressed by cleaning alone

If you have concerns about specific stains, damage, or property condition, please inform us before booking so we can set realistic expectations or recommend additional services.

7. Customer Responsibilities

To ensure the guarantee remains valid, you must:

  • Provide accurate and complete information about the property when requesting a quote
  • Ensure the property is empty, accessible, and ready for cleaning on the scheduled date
  • Inform us of any special requirements, access issues, or property conditions before the service
  • Be present or provide clear instructions for property access
  • Allow our team the agreed upon time to complete the cleaning without interruption
  • Inspect the property shortly after cleaning and report any concerns immediately
  • Notify us promptly of any deposit deductions with proper documentation
  • Cooperate with our investigation and resolution process
  • Provide honest and complete evidence of any claims

8. Inventory Clerk and Check-Out Process

We strongly recommend that an independent, qualified inventory clerk conducts both the check-in and check-out inspections. This provides impartial evidence and protects all parties. If you choose not to use an inventory clerk or rely solely on your landlord's assessment, you accept the associated risks. Claims without independent verification may be more difficult to substantiate under this guarantee.

9. Amendments to These Terms

We reserve the right to update these Deposit Back Guarantee Terms at any time. The terms applicable to your booking are those in effect at the time of your booking confirmation. Changes to these terms will not affect existing bookings.

10. Relationship to General Terms

These Deposit Back Guarantee Terms supplement our general Terms & Conditions. In case of any conflict between these guarantee terms and the general terms, these guarantee terms shall prevail for matters specifically related to the deposit back guarantee.

11. Contact and Claims

For any questions about the Deposit Back Guarantee or to make a claim, contact us:

My Cleaning Solutions Ltd

VAT Registration: 487 5861 29

Email: [email protected]

Phone: 07385 813 282

WhatsApp: 07385 813 282

Available: Monday to Saturday, 8:00 AM - 6:00 PM

Summary

Our Deposit Back Guarantee provides you with peace of mind, but it's essential to understand that it covers only the agreed scope of cleaning work as specified in your quote and booking. We are not responsible for repairs, damage, wear and tear, or issues outside our control. By booking our service, you acknowledge that you have read and understood these terms.