Terms & Conditions

Services

100% Satisfaction Guarantee

Please note that refunds are not offered prior to a re-clean being accepted. If you are unhappy with any aspect of your cleaning, please contact us within 24 hours of your cleaning to schedule a re-clean of the areas you were not satisfied with. Otherwise, a re-clean will be considered declined. No refund will be offered if a re-clean is declined.

Pricing

Clean Home Prime reserves the right to change pricing or discounts if we determine that the home’s circumstances are not typical or if incorrect booking options were selected.

Understanding

We understand you are inviting us into your home and may wonder what to expect. We guarantee our work and ask that you understand we are human and may occasionally miss small details. If this happens, please let us know and we will gladly return to re-clean the missed area as soon as possible with minimal inconvenience to you.

Pets

Please place any pets in a room that is not being cleaned or in a crate while our cleaners are in your home. This allows our cleaners to focus fully on your cleaning and deliver the best possible results without distractions.

Clutter

To maintain a consistent pace and keep your cleaning affordable, we ask that areas to be cleaned contain no more than five items. If there are more than five items in a specific area, please remove them before the cleaning appointment.

If an area contains more than five items, we will clean or dust around the items only, and they will not be moved.

Please note: We do not currently offer organising services.

Services We Do Not Offer

• Dishwashing
• Laundry, folding laundry, or ironing (unless booked separately)
• Shopping services
• Picking up or removing clutter (defined as 5+ items in one area such as books, boxes, mail, clothes, papers, rubbish, etc.)
• High windows or heavy lifting over 25 lbs
• Climbing higher than the height of one chair (for insurance reasons)
• Cleaning bodily fluids, toys, pet waste, pet hair, or other biohazards

Regular Cleaning

Clean Home Prime reserves the right to suspend cleaning services if payments remain outstanding for 7 days.

A minimum duration of 2 hours per visit applies to all regular cleaning services.

Sales advisors can only provide a rough estimate of the cleaning duration based on the customer’s description of the property. Cleaning time may vary, and some flexibility may be required.

If key collection is required from outside the scheduled cleaning postal code area, a €15 fee (excluding VAT) will apply.

Clean Home Prime will not be responsible for triggering any alarm systems. Customers must provide instructions for activation and deactivation of alarms.

The customer understands that the quoted price includes cleaning services only. Additional services such as ironing require extra booking time.

Customers must provide all cleaning products and equipment (vacuum cleaner, mop, bucket, etc.) unless otherwise agreed with Clean Home Prime. All equipment provided must be safe and in full working order.

Once-Off, End of Tenancy & Post-Construction Cleaning

Clean Home Prime reserves the right to amend the initial quotation if the client’s original requirements change.

The customer understands that the quoted price is not a package deal and includes cleaning labour only.

There is no minimum duration for deep cleaning visits.

Sales advisors provide only an estimated duration based on the customer’s description of the property, and cleaning time may vary.

Clean Home Prime will supply cleaning detergents for deep cleaning, but customers would be asked to provide equipment for regular or office cleaning.

End-of-tenancy, after builders, after-party cleaning, or heavily neglected homes may take up to three times longer than standard cleaning.

Carpet, Upholstery, Oven & Bathroom Cleaning

Clean Home Prime reserves the right to amend the initial quotation if the client’s requirements change.

If the customer has a hairy pet, an additional 30% charge may apply due to the extra cleaning time required.

If water extraction is required due to flooding, an additional 30% charge will apply.

Additional parking or congestion charges may apply where applicable.

All deep cleaning orders are subject to a €70 minimum call-out charge.

Payments

Payment is required upon completion on the day of the cleaning session.

Payment methods accepted:

• Cash
• Online payment
• Cheque

If paying by cheque, a cheque guarantee card is required. Customers are responsible for any bank or legal charges resulting from a dishonoured cheque.

Clean Home Prime will not share customer card details with any third party.

Late payments may incur additional charges.

If payment remains unpaid after 30 days, the account may be passed to a collections agency. A 15% collection fee will be added to the outstanding balance to cover reasonable recovery costs.

Complaints and Claims

Any complaints regarding poor service, damage, breakage, or theft must be reported within 24 hours of the service date.

Failure to report within this timeframe may result in no refunds or recovery cleaning being offered.

Clean Home Prime requires the presence of the customer or their representative at the start and end of the cleaning session so any issues can be addressed on the same day.

Inventory checks must be scheduled within 24 hours after the cleaning service.

Clean Home Prime may take up to 7 working days to respond to complaints.

Complaints based on inventory reports submitted more than 24 hours after cleaning will not be accepted.

Complaints may be made verbally by phone or in writing.

Customers must secure or remove fragile or valuable items. Items excluded from liability include:

• Cash
• Jewellery
• Sentimental items
• Art
• Antiques

Key replacement or locksmith costs will only be covered if keys are lost by our staff. The maximum liability is €35 per household.

Clean Home Prime will keep all customer information confidential.

If damage occurs, Clean Home Prime will repair the item at its expense. If repair is not possible, the customer will be compensated with the current replacement value toward a similar item.

Insurance

Clean Home Prime holds Public Liability Insurance.

The policy covers accidental damage caused by an operator working on behalf of Clean Home Prime, provided the damage is reported within 24 hours of the service.

There is a €350 excess per claim:

• €150 payable by the customer
• €200 payable by Clean Home Prime

Clean Home Prime reserves the right to refuse to share confidential company documents.

Customer Satisfaction

Customers are not entitled to refunds.

If a customer is not satisfied with the cleaning, Clean Home Prime will return to re-clean the relevant areas. The customer must allow the cleaner to return to complete the service.

The customer must be present during the re-clean.

Clean Home Prime reserves the right not to return more than once.

Liability

Clean Home Prime is not liable for:

• Tasks not listed on our cleaning checklist
• Cleaning not completed due to lack of cleaning supplies, hot water, or electricity
• Third parties present during the cleaning
• Fabric wear or discoloration that becomes visible after cleaning
• Permanent stains or odours that cannot be removed with standard cleaning methods
• Pre-existing damage or spills
• Damage caused by faulty equipment or cleaning products supplied by the customer

If special cleaning products are required for certain items, Clean Home Prime reserves the right to refuse the service unless appropriate products are provided.

Cancellation

Regular Cleaning

Customers may cancel or change an appointment with at least 24 hours’ notice.

If cancelled within 24 hours, the customer agrees to pay 50% of the cleaning cost.

If cleaners cannot access the property (lock-out, no one home, faulty keys), the full cleaning price will be charged.

Keys provided must open the lock without special effort or tools.

Deep Cleaning

Customers must provide 48 hours’ notice to cancel or reschedule.

If cancelled within 48 hours, a 30% cancellation fee will apply.

A 30% fee will also apply if cleaners cannot access the property due to:

• No one home
• No water or electricity
• Faulty keys

After Cancellation of Service

By entering into a service agreement with Clean Home Prime, the customer agrees that after terminating the service they will not hire or use domestic services from any cleaner introduced by Clean Home Prime.

If the customer wishes to hire such a cleaner directly, a €400 referral fee will apply.

Legal

These Terms and Conditions are governed by Irish law, and customers agree to submit to the jurisdiction of the courts of Ireland.

Clean Home Prime reserves the right to modify these Terms and Conditions at any time without prior notice. Existing customers will be notified of significant changes.

Customers are advised to check the website regularly for updates.