Terms & Conditions

Germ Clean Ltd

Last updated: 22 October 2026

1. About Us

These Terms & Conditions apply to the website www.germclean.co.uk, the cleaning services provided by Germ Clean Ltd and purchases made through our online shop.

Company: Germ Clean Ltd
Company Number: 13770607
Registered Address: Ribble Saw Mill, Paley Road, Preston, PR1 8LT
VAT Number: 476683636
Telephone: 0330 341 0989
Email: info@germclean.co.uk

By using our website or entering into a contract with us, you agree to the applicable terms, subject to your statutory rights.

2. Our Cleaning Services

Germ Clean provides residential, commercial and specialist cleaning services, including domestic cleaning, end-of-tenancy cleaning, after-build cleaning, carpet and upholstery cleaning, appliance cleaning, mould treatment, biohazard cleaning, floor maintenance and commercial contract cleaning.

Services are provided by Germ Clean's own cleaning technicians or authorised independent Germ Clean franchise operators.

Services are subject to availability, suitability assessments and any relevant health and safety requirements.

3. Online Quotations

Customers can select cleaning services through our online quotation system and receive an estimated or calculated price based on their requirements.

Quotations depend on accurate information regarding property size, condition, access and selected services.

Submitting a quotation request does not constitute a confirmed booking.

Germ Clean will review the request, confirm availability and provide a booking confirmation.

If the actual work differs materially from the information supplied, we will discuss any changes to the scope or price before undertaking additional chargeable work.

4. Booking Confirmation and Payments

Residential cleaning bookings require full payment in advance.

Our booking process operates as follows:

The customer selects their cleaning services and preferred dates.
The quotation is submitted to Germ Clean.
Germ Clean reviews the request and confirms availability and the final price.
The customer receives a secure payment link.
The booking is secured once the required payment has been received and Germ Clean has issued final confirmation.

Customers should not assume an appointment is reserved until it has been confirmed.

Commercial customers may be offered alternative payment arrangements under a separate written agreement.

Payment links may be issued through an authorised third-party payment service provider.

5. Pricing

All applicable charges will be disclosed before the customer commits to payment.

Consumer prices will include VAT where applicable, while business quotations may be expressed exclusive of VAT where clearly stated.

Additional charges may arise from customer-requested extras, materially inaccurate booking information or unexpected conditions requiring additional work.

We will obtain the customer's agreement before undertaking additional chargeable services.

6. Service Specifications

Every cleaning service has a defined specification explaining what is included and excluded.

Customers can view or download the applicable cleaning specification before confirming a booking.

The agreed specification forms part of the service contract.

Work not included in the specification must be agreed separately.

We reserve the right to decline tasks that are unsafe, unsuitable or outside the agreed service.

7. Customer Responsibilities

Customers must:

Provide accurate booking information.
Arrange safe access at the agreed time.
Ensure necessary water and electricity are available.
Disclose known hazards, damaged surfaces and relevant property conditions.
Secure valuables, confidential documents and fragile items.
Arrange suitable access, parking and entry instructions.
Ensure pets do not create a risk to our technicians.
Follow reasonable preparation instructions provided before the appointment.

Where access is unavailable or conditions prevent work, we will discuss alternative arrangements. Any cancellation or wasted-visit charge remains subject to the Cancellation & Refund Policy and applicable law.

8. Cleaning Standards

We undertake to provide services with reasonable care and skill.

Our technicians use suitable professional equipment, cleaning products and methods appropriate to the agreed work.

We cannot guarantee removal of every stain, permanent mark, odour or existing defect.

Results may be affected by surface age, previous damage, material composition and existing conditions.

Customers will be advised of significant limitations where reasonably identifiable.

9. Specialist Cleaning

Specialist services may require additional inspections, risk assessments, equipment or precautions.

Carpet and upholstery cleaning may involve drying times and limitations relating to permanent staining or delicate materials.

Mould treatment does not guarantee prevention of regrowth where underlying dampness, leaks or ventilation problems remain.

Biohazard cleaning may require specialist waste disposal and site-specific safety procedures.

Floor restoration is subject to material suitability and existing floor condition.

Appliance cleaning excludes electrical, mechanical or gas repairs unless separately undertaken by appropriately qualified personnel.

10. Cleaning Products and Equipment

Germ Clean normally supplies the cleaning chemicals and equipment required for its services.

We use our own specialist cleaning products and professional Kärcher equipment where suitable.

We may use alternative products or equipment where necessary for safety, compatibility or operational reasons.

Customers should notify us of known allergies, chemical sensitivities or surface restrictions before work begins.

11. Cancellations and Rescheduling

Cleaning bookings are subject to our separate Cancellation & Refund Policy, which forms part of these Terms & Conditions.

Customers may request rescheduling by contacting us.

Where rescheduling cannot be accommodated, any cancellation charge must comply with applicable consumer law.

For qualifying distance contracts, consumers normally have a statutory 14-day cancellation period. Additional conditions apply where cleaning is requested within that period.

Our published cancellation bands do not override statutory rights and do not entitle us to retain sums exceeding a fair and lawful amount.

12. Delays and Unforeseen Circumstances

We aim to attend appointments as confirmed.

Occasionally, staff illness, severe weather, emergencies or other unexpected circumstances may cause delays.

We will make reasonable efforts to notify affected customers and arrange an alternative.

Where Germ Clean cannot provide the agreed service and no suitable alternative is accepted, customers will receive an appropriate refund for services not supplied.

13. Complaints and Corrective Work

Customers who are dissatisfied should contact us promptly, preferably with details and photographs where appropriate.

We will investigate complaints fairly and may offer corrective cleaning, repeat performance, a price reduction or another appropriate remedy.

Nothing in these terms limits statutory remedies under the Consumer Rights Act 2015.

14. Property Damage

Our technicians must exercise reasonable care while working at customer premises.

Customers should notify us promptly if they believe damage occurred during cleaning.

We may request supporting information and an opportunity to inspect the damage.

Where Germ Clean is legally responsible, we will consider appropriate repair, replacement or compensation.

We are not automatically responsible for pre-existing damage, defective fixtures or deterioration unrelated to our work.

15. Commercial Cleaning Contracts

Commercial services may be governed by separate quotations, service specifications and written contracts.

These may include agreed staffing arrangements, cleaning schedules, performance standards, payment terms, site-specific requirements and termination provisions.

Where a separately agreed commercial contract conflicts with these general terms, the relevant negotiated provisions take precedence.

16. Independent Franchise Operators

Certain cleaning services may be delivered by an authorised independent Germ Clean franchisee.

Before booking confirmation, customers will be informed where an independent franchise operator will be their contracting service provider.

The booking confirmation or contract will identify the responsible legal entity.

Independent franchisees are responsible for their contractual obligations where they contract directly with customers.

Where Germ Clean Ltd is the contracting provider, it remains responsible for fulfilling its own obligations, including work delivered on its behalf.

Customer information will only be shared with relevant franchisees as necessary and lawfully permitted.

17. Online Shop

Our online shop sells Germ Clean branded cleaning products.

Product descriptions, prices, sizes and safety information are provided on the relevant product pages.

Orders are subject to availability and acceptance.

If a product is unavailable, customers will be offered an appropriate alternative or refund.

The order confirmation process will identify when a binding sales contract is formed.

18. Delivery and Returns

Online shop purchases are subject to our separate Delivery & Returns Policy.

Consumers retain their statutory cancellation and faulty-goods rights.

Cleaning chemicals must be returned safely, following our instructions and applicable carrier restrictions.

19. Product Safety

Customers must follow product labels, usage instructions and safety warnings.

Cleaning chemicals must be stored securely, used appropriately and kept away from children.

Products must not be mixed with incompatible substances.

Safety Data Sheets are available for Germ Clean cleaning products.

Commercial customers remain responsible for applicable workplace COSHH assessments.

20. Photographs and Job Reports

We may take proportionate photographs and maintain electronic records for quality assurance, job verification, safety and dispute resolution.

Personal information contained in these records will be processed in accordance with our Privacy Policy.

We will not use identifiable customer photographs for public marketing without an appropriate lawful basis and permission where required.

21. Intellectual Property

Germ Clean's website content, branding, logos, product information, photographs and other protected materials may not be reproduced commercially without permission.

Nothing in these terms restricts uses permitted by law.

22. Franchise Opportunities

Franchise information published on our website is provided for general information.

Requesting a franchise pack does not create a franchise agreement or guarantee acceptance.

Franchise arrangements are subject to due diligence, territory availability and separate contractual documentation.

Financial performance and business success are not guaranteed.

23. Limitation of Liability

Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud, defective products where statutory liability applies, or any liability that cannot lawfully be excluded.

We remain responsible for foreseeable loss arising from our breach of contract or failure to exercise reasonable care and skill.

Any limitation applying to commercial customers must be reasonable and legally enforceable.

Consumer statutory rights remain unaffected.

24. Privacy and Cookies

Personal information is handled in accordance with our Privacy Policy.

Website cookies and similar technologies are addressed in our Cookie Policy.

25. Changes to These Terms

We may update these terms when necessary.

The terms applicable to an existing booking or purchase will ordinarily be those agreed when the contract was formed, unless a lawful variation applies.

26. Governing Law

These terms are governed by the laws of England and Wales, subject to mandatory consumer protections applicable elsewhere in the United Kingdom.

27. Contact Us

Germ Clean Ltd
Ribble Saw Mill, Paley Road, Preston, PR1 8LT
Telephone: 0330 341 0989
Email: info@germclean.co.uk
Website: www.germclean.co.uk