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0203 4907 972 or 0333 6004 145 

Terms & Conditions

About this contract

You agree that any use of the services provided by PUUR shall constitute your acceptance of the Terms and Conditions.


PUUR Ltd agrees to perform the work specified by the Client in professional manner using every care to accomplish a satisfactory service. If the cleaner leaves we will endeavour to find a replacement cleaner as soon as possible, normally within 5 working days. If the client is not happy with the standard of service provided by the cleaner, PUUR Ltd has to have a chance to rectify any problems arising as a result of its work. If the Client is dissatisfied with the work then PUUR Ltd's operatives must be allowed to come back and re-do the job free of charge, otherwise no refund can be claimed.

We will make every effort to provide a temporary cleaner in the event of sickness or holiday.

Claims and insurance

PUUR Ltd is insured by UK Special Risks Insurance and has full public and employer's liability cover in addition to the standard £250 policy excess. All complaints must be received in writing, emails are acceptable within 24 hours subsequent to the completed service. No claims can be made against PUUR Ltd after the above time limits. Any claim must not be used upon new replacement value but upon the current value of the article concerned at the time of work taking place, taking into account wear and tear.

Below is a list of conditions PUUR Ltd cannot be held responsible for:

1. Valuables: Please put cash, valuable jewelry, important papers, credit cards and checkbooks away. We cannot be responsible for missing cash.

2. Pictures not secured properly in the wall (hanging on a straight pin or stripped out nail), knick-knacks or decorations that are propped up and not securely resting on a flat surface, heavy shelves or mirrors that are not hung securely on the wall, etc. these are accidents just waiting to happen. You may know to be extra careful in order to keep them from falling but we may not know.

3. Cleaning job not complete due to the lack of suitable cleaning equipment (e.g. vacuum cleaner, mop, sponge, clothes, cleaning liquids etc.)

4. Wear or discolouring of fabric becoming more visible once dirt has been removed. Old stains that cannot be removed using normal carpet cleaning methods.

5. Existing damage or spillage that cannot be cleaned/removed completely by the cleaner using the provided by the client domestic cleaning products or a standard carpet cleaning equipment.

6. Accidental damages due to faulty equipment provided by the Client.

7. Accidental damages worth £250 or less.

8. Any accidental damages caused by a cleaner working on behalf of PUUR Ltd, if there is an outstanding amount owed by the Client to PUUR Ltd (excluding payment due for the cleaning visit when the accident happened).

9. Damage to windows, articles of glass, china porcelain, earthenware, stone or other articles of brittle nature.

The Client must allow the cleaner access to hot water and power. All fragile and highly breakable items must be secured or removed. Items excluded from liability are: cash, items of sentimental value, art and antiques.

Key replacement/locksmith fees are paid only if keys are lost by one of our operatives Our Insurance policy covers loss of keys with an excess of £250.


For liability reasons PUUR Ltd. is not liable for any damages to the property should the cleaner use cleaning products other then provided by PUUR Ltd. The Client needs to purchase the complete PUUR Eco-hamper before the First time cleaning is scheduled in. During the agreed cleaning period with PUUR Ltd, the Eco-hamper will be re-stocked with products against a small charge in case the Client is running out of stock.

The Client is responsible for the provision of equipment such as a vacuum cleaner, two buckets, mop and one wringer, a toilet bowl brush, a squeegee and recycled or biodegradable bin-liners when booking a regular or one-off cleaning service. Cleaning equipment must be in full working order. In the case where cleaning equipment is not provided/not in full working order, the result from the cleaning visit may not be successful, PUUR Ltd cannot be held responsible and no refund can be claimed by the Client for the job in question. 


Regular Cleaning Service

The client must pay to PUUR Ltd £9.50 per hour, per cleaner (excluding VAT @ 20%). A minimum of 3 hours per visit applies. 
 PUUR will send a monthly invoice in arrears via email on the second (2nd) working day of each month. Unless otherwise stated in writing, all invoices shall be paid within seven (7) days from their date of issue. Payment must be made by cheque or bank wire. The first monthly invoice includes the one-off fee of £34.50 (excluding VAT @ 20%) for the PUUR Eco Hamper. The Eco-Cleaning bucket will be restocked automatically by the PUUR cleaner unless specified differently by the Client. Charges for cleaning products will be added to the monthly invoice. Any discounts offered, will be removed if payments are not received within the agreed period. A penalty administration charge of £3 per week shall be added to the original invoice for each week the payment is overdue.

Once-only cleaning service

The Client must pay to PUUR Ltd £12.50 per hour, per cleaning (excluding VAT @ 20%) for a one-off cleaning visit, minimum of 5 hours per visit applies. The Client must pay a deposit of £30 GBP of the estimated Once-Only visit at the time of booking and the rest of the amount on the day the job is completed. Payment must be made bank wire. The Client is responsible for providing the tasks list, and equipment. A charge of £34.50 (excluding VAT @ 20%) will be added to the bill for the PUUR Eco Hamper. Any discounts offered, will be removed if payments are not received within the agreed period. A penalty administration charge of £3 per week shall be added to the original invoice for each week the payment is overdue.

The standard Regular and First time cleaning does not include cleaning of walls, ceilings, curtains, balconies, patios and exterior windows. If cleaning of balconies, patios and exterior windows is required then an extra quote will be provided. Washing up or laundry are not part of the First time cleaning service and will not be carried out unless the Client requests this or any other services specifically.


We require a minimum of four (4) weeks written notice for cancellation of the service. Cancellation must be received by the 1st of the month and cancellation should be received in writing, emails are acceptable.

Lock Out or No show:

If a client is not available to allow access and does not call to inform PUUR prior, the full cleaning fee will be charged.

Clients must give PUUR a minimum of 14 Days notice if they are going to be away on holidays or business. Failure to do this will mean that scheduled regular cleaning appointment will be charged at the full rate.

Clients must give a minimum of 10 Days notice if they wish to change the day that their property is cleaned.

It is the client’ s responsibility to inform PUUR if service is not required during Bank holidays i.e. Easter.

No service will be provided on Christmas Day, Boxing Day and New Years day.


PUUR reserves the right to introduce supplementary terms. You will have been deemed to have accepted any amendments if the company does not receive any representations within a period of 30 days from the notification date.

Supplementary Terms

Cleaners are not permitted to use bleach; therefore any use of bleaching agents on the property is at the clients' own risk.

Cleaners will not perform any deep clean or specialized cleaning of any antique, delicate or valuable items.

Complaints Procedure

All complaints must be received in writing, emails are acceptable. We promise that on receiving a complaint we will respond within 14 days. We promise to have fully investigated the complaint within 28 days of receiving a formal written complaint. We promise that if no solution can be found to the complaint raised that we will be happy to take the matter to an independent arbitrator whose decision will be final and binding on both parties.

After cancellation of the cleaning service


By entering into a service agreement with PUUR Ltd, the Client agrees that after the termination of the cleaning service he/she will not hire or use any home/office-related services provided by a present or past cleaner introduced to the Client by PUUR Ltd. If the Client does wish to hire or use home/office-related services provided by such a cleaner our referral fee is £1,000.
PUUR Ltd reserves the right to make any changes to any part of these terms and conditions. Please see website for details. By ordering PUUR Ltd's service by telephone, e-mail, fax or PUUR Ltd's website the client is agreeing to be bound by PUUR Ltd's terms and conditions

The Terms and Conditions are governed by English law and subject to the exclusive jurisdiction of the English courts.