Terms and Conditions

Terms and Conditions – Daisy’D Limited
Last Updated: 11 May 2026

1. The Agency Relationship

Introductory Service & Vetting: Daisy’D Limited ("the Agency") operates as a specialized introductory agent. Our "Vetting Process" includes identity verification, right-to-work checks, and reference collection. However, these checks are performed at the point of registration; the Client is encouraged to conduct their own initial briefing to ensure the Service Provider meets their specific household requirements.
Direct Contractual Relationship: Upon the commencement of the first cleaning session, a Direct Service Agreement is deemed to exist between the Client and the Service Provider.
- The Agency is not an employer, joint employer, or partner of the Service Provider.
- The Service Provider is an independent contractor responsible for their own tax affairs and National Insurance contributions.
Administrative Agency Fees: The total hourly rate paid by the Client is comprised of two distinct parts:
1. The Service Provider’s Fee, which the Agency collects and passes on to the cleaner.
2. The Agency Fee, which covers the cost of recruitment, vetting, ongoing scheduling support, and the provision of a replacement cleaner should the regular provider be unavailable.
Direction and Control: To maintain the independent nature of this relationship, the Client acknowledges that they—not the Agency—hold the sole right to direct the "manner and means" of the cleaning. This includes:
- Establishing the sequence of rooms to be cleaned.
- Highlighting fragile items or surfaces requiring specialized care.
- Setting health and safety protocols specific to the premises.
Continuity & Substitutions: Should your regular Service Provider be unable to attend due to illness or holiday, the Agency will act as your intermediary to introduce a suitable substitute. The Client maintains the right to accept or decline any substitute introduced by the Agency.
Non-Solicitation: The Client agrees not to engage the Service Provider directly (outside of the Agency’s framework) for a period of six months following the termination of this agreement. Bypassing the Agency to avoid administrative fees constitutes a breach of the Agency Relationship and may result in a referral fee.

Comparison of Responsibilities

The Agency (Daisy’D)

Selection: Vets and interviews candidates

Logistics: Manages bookings and invoicing

Operations: Handles feedback and mediation

The Client

Selection: Makes the final hiring decision

Logistics: Provides property access and keys

Operations: Provides task lists and priorities

Supplies: Cleaning chemicals and equipment (for regular visits)

2. Booking, Access, and "No-Show" Protocols

To ensure the seamless delivery of services and to manage the logistical complexities of London transit, the following protocols regarding property access and scheduling are strictly enforced.

2.1 Access Guarantee & Client Responsibility

The Client bears the primary responsibility for ensuring the Service Provider can enter the premises at the scheduled time.

Method of Entry: The Client must provide working keys, functional fobs, or accurate digital access codes.
Third-Party Obstructions: Access issues caused by building concierge services, locked communal gates, or faulty external security systems are the responsibility of the Client.
The "No-Show" Liability: If the Service Provider is unable to gain entry within 20 minutes of arrival due to any of the above factors, the visit will be treated as a "Late Cancellation." The Client remains liable for 100% of the booking fee to compensate the Service Provider for their time and travel.

2.2 Service Windows & Punctuality

Due to the unpredictable nature of London traffic and public transport (TfL), fixed-minute arrival is not guaranteed.

Arrival Window: Please allow for a 30-60 minute arrival window from the start of the scheduled booking time.
Duration of Service: The actual duration of the service begins from the moment the Service Provider enters the property. If the Provider arrives within the window, the full service time will be honored.
Delays: In the rare event of a delay exceeding 60 minutes, the Agency will notify the Client immediately to either provide an updated ETA or reschedule without penalty.

2.3 Security Systems & Alarms

The Agency prioritizes the security of your property, but technical operation remains the Client's domain.

Instruction: If the property is equipped with a security alarm, the Client must provide explicit written instructions for disarming and re-arming the system.
Liability Waiver: Neither the Agency nor the Service Provider shall be held liable for any costs, fines, or damages resulting from accidental alarm triggers. This includes, but is not limited to:
- Police or private security call-out fees.
- Fines for noise disturbances.
- System reset fees.
Sensitive Zones: Any "off-limit" areas monitored by motion sensors must be clearly communicated to the Provider prior to the commencement of work.

2.4 Key Holding & Management

If the Agency or Service Provider is entrusted with a set of keys for ongoing services:

Safe Custody: Keys will be kept in a secure, unidentifiable manner (coded without property addresses).
Return Policy: Upon termination of the service agreement, keys will be returned to the Client or left in a pre-agreed secure location within 48 hours.

Note: To avoid "No-Show" charges, we recommend testing all digital codes or newly cut keys personally before providing them to your Service Provider.

3. Comprehensive Payment & Debt Recovery

3.1 Authorized Payment Methods

To ensure security, transparency, and a verifiable audit trail, all payments must be executed via Bank Transfer to the account details specified on the official invoice.

Prohibition of Cash: Cash payments to individual Service Providers are strictly prohibited.
Liability Warning: Any funds paid in cash to unauthorized personnel will not be credited toward your balance.
Termination Clause: Direct payment to providers outside of the Agency’s official channels constitutes a breach of contract and may result in the immediate termination of services without a refund.

3.2 Invoicing & Payment Deadlines

The Agency operates on a "service-rendered" billing cycle to ensure fairness.

Issuance: Invoices are generated and dispatched electronically immediately upon the successful completion of the agreed-upon milestones or services.
Settlement Period: All invoices are due for settlement within five (5) working days from the date of issuance.
Disputes: Any discrepancies or queries regarding an invoice must be submitted in writing within 48 hours of receipt; otherwise, the invoice is deemed accepted in full.

3.3 Debt Recovery & Late Penalties

The Agency maintains a zero-tolerance policy regarding persistent non-payment to ensure the sustainability of our operations and fair compensation for our providers.

Late Interest Fees: In the event of a payment delay, a daily late fee of 10% of the outstanding balance will be applied, compounding daily until the debt is cleared.
Third-Party Escalation: If an account remains unsettled beyond the grace period, the Agency reserves the unilateral right to transfer the debt to a certified third-party collection agency or legal representative.
Recovery Costs: The Client assumes full responsibility for all supplementary costs incurred during the recovery process. This includes, but is not limited to:
- Third-party agency commissions.
- Legal and court filing fees.
- Administrative surcharges for debt management.

Summary Table: Payment Terms

Provision: Primary Method

Detail: Bank Transfer Only

Provision: Due Date

Detail: 5 Working Days

Provision: Late Penalty

Detail:10% Daily Interest

Provision: Escalation

Detail: Third-party collections & legal action

Note: Continued failure to meet payment deadlines will result in a permanent suspension of the Client’s account and a "Blacklist" status for future service requests across our network.

4. Satisfaction, Claims, and No-Refund Policy

We strive for excellence in every placement, but we understand that service expectations can vary. To ensure a fair and transparent process for both the Client and the Service Provider, the following policies apply:

4.1 No-Refund Policy

The Agency operates as an introductory and administrative intermediary. Our fees cover the sourcing, vetting, and coordination of Service Providers.

Commencement of Service: Once the Service Provider has arrived at the property and commenced work, the service is deemed "rendered."
Finality: No refunds will be issued for agency fees or service costs after this point. This policy reflects the administrative labor already performed and the reservation of the Service Provider's time.

4.2 Reclean Guarantee

Your satisfaction is our priority. If the quality of the work performed does not meet the agreed-upon standards, we offer a Reclean Guarantee subject to the following conditions:

Reporting Window: The Client must notify the Agency of any specific grievances within 24 hours of the service completion. Reports made after this window will not be eligible for the guarantee.
Resolution: Upon validation of the claim, the Agency will arrange for the original Service Provider to return and rectify the specific areas of concern at no additional cost to the Client.
Scheduling: The remedial session must be scheduled to occur within 48 hours of the original appointment, subject to the Service Provider's availability.
Scope: The guarantee applies only to the rectification of tasks included in the original booking; it does not cover additional tasks or new areas of the property.

4.3 Third-Party Presence & Interference

To ensure a high-standard finish, the Service Provider requires a clear and unobstructed environment.

Voiding the Guarantee: The Reclean Guarantee is rendered null and void if other third-party contractors (e.g., painters, builders, carpet cleaners, or floor sanders) are working on the premises at the same time as the Service Provider.
Reasoning: The presence of other tradespeople often introduces additional dust, debris, or foot traffic that can compromise the Service Provider’s work, making it impossible to distinguish between cleaning deficiencies and third-party interference.

4.4 Damage and Loss Claims

While every care is taken, accidents can happen. Any claims regarding damage or loss must be reported to the Agency within 24 hours of the service.

Note: The Agency is not liable for damage caused by the use of Client-provided cleaning materials or equipment that is faulty or unsuitable for the specific surfaces being cleaned.

5. Health, Safety, and Prohibited Tasks

To ensure the physical well-being of our Service Providers and to maintain compliance with occupational safety standards, the following tasks are strictly excluded from our scope of work. Attempting to perform these tasks can lead to injury or require specialized certification that our general cleaning teams do not possess.

### Specific Exclusions

Category: Height & Reach

Prohibited Task: External Window Cleaning

Rationale: Cleaning windows above ground level or any task requiring a ladder is prohibited due to fall risks.

Category: Biohazards

Prohibited Task: Bodily Fluids

Rationale: For the health of our staff, we do not handle blood, feces (human or animal), or vomit, as these require biohazard remediation training.

Category: Toxic Substances

Prohibited Task: Hazardous Materials

Rationale: We do not perform the removal of mold, asbestos, lead paint, or industrial-grade chemicals.

Category: Physical Strain

Prohibited Task: Heavy Lifting

Rationale: Moving furniture or appliances that require more than one person to lift safely (typically over 15 kg) is not permitted.

Category: Accessibility

Prohibited Task: High-Reach Areas

Rationale: Cleaning is limited to what can be reached with a standard two-step stool. We do not service high vaulted ceilings or chandeliers.

Detailed Safety Guidelines

Pest Infestations: Our teams are not equipped to clean areas with active infestations (e.g., bed bugs, cockroaches, or rodents). If an infestation is discovered, services will be paused until a professional exterminator has cleared the site.
Clutter and Hoarding: For the safety of the provider, we cannot service areas where excessive debris or "hoarding" conditions create a tripping hazard or prevent easy egress from the room.
Electrical Hazards: Service providers are instructed not to clean around exposed wiring or damaged electrical outlets.

Note: If a Service Provider arrives at a job site and encounters any of the prohibited items or conditions listed above, they are authorized to skip that specific area or, if the entire site is deemed unsafe, cancel the booking. In such cases, a "Short Notice Cancellation Fee" may apply.

Chemical Safety

We utilize standard household cleaning agents. If you require the use of a specific product provided by you, it must be in its original container with a legible manufacturer’s label detailing ingredients and safety instructions. We will not use unlabeled "mystery" chemicals or high-concentration acids.

6. Non-Solicitation and "Poaching"

6.1 Protection of Intellectual Investment

The Client acknowledges and agrees that Daisy’D Limited (the "Agency") operates as a specialized recruitment and vetting entity. The Agency invests substantial time, capital, and expertise in the identification, background checking, and training of its Service Providers. Consequently, these Service Providers represent a vital asset to the Agency’s business operations.

6.2 Restrictive Covenant (Non-Circumvention)

To protect the Agency’s legitimate business interests, the Client agrees that they shall not, directly or indirectly:

Solicit, interfere with, or endeavor to entice away any Service Provider from the Agency.
Engage, employ, or contract any Service Provider introduced by the Agency on a private basis, outside the auspices of this agreement.
Refer a Service Provider introduced by the Agency to any third party (friends, family, or business associates) for private employment.

This restriction remains in effect during the term of service and for a period of 12 months following the date of the last booking or the termination of the business relationship between the Client and the Agency, whichever is later.

6.3 The Breach & Referral Fee

In the event of a breach of Clause 6.2, the Client acknowledges that the Agency will suffer a loss of revenue and incur significant replacement costs. Should the Client hire or engage a Service Provider directly:

The Client shall be liable to pay a Referral Fee of £1,500 per Service Provider engaged.
This fee is deemed a genuine pre-estimate of liquidated damages (covering recruitment, vetting, and loss of business) and is not intended as a penalty.
The fee is due and payable within 7 days of the Agency becoming aware of the private arrangement.

6.4 Transparency Requirement

If a Service Provider approaches the Client to suggest a private arrangement, the Client agrees to inform the Agency immediately. Failure to do so may be viewed as an intent to circumvent these terms.

7. Damage and Insurance

7.1 Provider Liability & Insurance

The Service Provider is directly responsible for their own workmanship and any damage caused during the performance of the service. Daisy’D Limited acts as an introductory agent; however, for your peace of mind, we verify that all introduced providers maintain valid Public Liability Insurance. Copies of provider insurance certificates can be requested through the Agency if required for a claim.

7.2 Key Loss & Property Access

In the event that a Service Provider loses a client’s key, the Agency’s liability is strictly capped at £25.00 per key for the cost of the physical replacement.

Exclusions: We do not cover the cost of changing locks, installing new security hardware, or emergency locksmith call-out fees.
Recommendation: Clients are encouraged to provide keys via a secure lockbox on-site to minimize the risk of transit loss.

7.3 Wear, Tear, and Pre-existing Conditions

Neither the Agency nor the Service Provider shall be held liable for damage resulting from "Fair Wear and Tear." This includes, but is not limited to:

Failing Fixtures: Leaky taps, loose cabinet hinges, or unstable shelving that may fail during standard cleaning or maintenance.
Poor Maintenance: Surfaces already degraded by limescale, sun damage, or lack of previous care.
Installation Defects: Items not securely fastened to walls or floors (e.g., heavy mirrors or floating shelves).

7.4 Fragile and High-Value Items

Clients are required to inform the Agency in writing of any items with a value exceeding £500 or items of significant sentimental value.

We strongly advise that "specialist" items (e.g., antiques, original artwork, or delicate chandeliers) are moved to a secure area or excluded from the service area.
Damage to unsecured high-value items that have not been disclosed is the sole responsibility of the Client.

7.5 Reporting Procedures

To ensure a fair investigation, any suspected damage must be reported to Daisy’D Limited within 24 hours of the service completion.

Reports should include photographic evidence and a brief description of the incident.
Failure to report damage within this window may invalidate any subsequent claims, as it becomes difficult to determine the origin of the damage.

8. Privacy and Property Documentation

To ensure transparency, safety, and the protection of both parties, Daisy’D Limited adheres to a strict protocol regarding data and digital media.

8.1 Service Documentation & Quality Assurance

Service Providers are encouraged to take "Before" and "After" photos of the work areas. These images serve two primary functions:

Proof of Service: To verify that the agreed-upon tasks were completed to company standards.
Liability Protection: To document any pre-existing damage and protect against false claims regarding property condition or service quality.
Storage: These photos are stored securely and are not accessible to the public unless specific consent is granted under Section 8.2.

8.2 Marketing and Social Media

We love showcasing our team's hard work, but your privacy is our priority. Photos of your property will only be used for marketing purposes (e.g., Instagram, Facebook, or our Website) under the following conditions:

Explicit Consent: We will only post images with your verbal or written consent.
Anonymization: Any used images will be strictly curated to ensure they contain no personal identifiers. This includes, but is not limited to: faces, family photographs, house numbers, street names, or unique high-value heirlooms.

8.3 Data Protection and GDPR Compliance

Daisy’D Limited is committed to protecting your personal information. All data is processed in accordance with the Data Protection Act 2018 and GDPR.

Data Usage: Your personal details (name, address, contact information) are used strictly for the facilitation of your cleaning service, including scheduling, billing, and quality control.
Third Parties: We do not sell, rent, or trade your personal information to third parties for marketing purposes.
Right to Erasure: Clients may request the deletion of their personal data at any time, subject to legal requirements for financial record-keeping.

Acceptance of Terms

By proceeding with a booking via WhatsApp, Email, or Telephone, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions in full.

Daisy’D Limited Company Number: 12413947 Registered Office: 36B Curzon Road, London, N10 2RA

Terms and Conditions