These Terms and Conditions govern your use of the DU Clean website and app and the cleaning services we provide. By using the site or the app, or booking a service, you agree to be bound by these terms.

Who We Are

DU Clean is the trading name of DU Clean Limited, a company registered in England and Wales under company number 14800090. Our registered office is at 52 Old Elvet, Durham, DH1 3HN. Our VAT number is 494 7903 40. You can reach us at contact@duclean.co.uk or on 0191 691 8793.

Services

DU Clean provides residential and commercial cleaning services. Specific scope, pricing, and frequency are agreed at the time of booking.

Bookings and Cancellations

Bookings can be made through our website, in the DU Clean app or by contacting us directly. A request is not a confirmed booking until we have accepted it and sent you a price. You can cancel free of charge within 14 days of paying, unless your clean has already been done. After that, cancelling less than 48 hours before your clean costs £5.

Your Right to Cancel

When you book a clean with us, you can cancel it within 14 days without giving a reason. The 14 days start the day after you pay.

To cancel, use Cancel on your booking page or in the DU Clean app. You can also tell us by email at contact@duclean.co.uk, by phone on 0191 691 8793, or by post to DU Clean, 85 New Elvet, Durham, DH1 3AQ. You can use the cancellation form below, but you don’t have to.

If you cancel within the 14 days, we refund everything you paid within 14 days of hearing from you, the same way you paid and at no cost to you.

If your clean falls within the 14 days, we ask you when you pay to confirm that you want it done then. You can still cancel free of charge until the clean starts. If you cancel while it is under way, you pay only for the part already done, and once your clean has been done you can no longer cancel it.

After the 14 days, you can still cancel free of charge up to 48 hours before your clean. If you cancel less than 48 hours before it, we keep £5 of what you paid to cover our costs and refund the rest.

If we have to cancel your clean, we refund everything you paid.

Cancellation Form

If you want to cancel, you can copy this form into an email or a letter to us. You don’t have to use it.

To: DU Clean, 85 New Elvet, Durham, DH1 3AQ. Email: contact@duclean.co.uk

I hereby give notice that I cancel my contract for the supply of the following service: [the clean, and its booking reference]

Ordered on: [date]

Name:

Address:

Signature (only if you send this form on paper):

Date:

Payment

Payment is due in accordance with the invoice or quote provided. All prices we quote include VAT. Ask us if you need a VAT invoice. A booking made through the website or the DU Clean app is confirmed when the agreed price is paid by card on our payment provider’s secure page (Stripe) by the time stated in the price email. Other commonly used payment methods can be agreed at booking.

Your DU Clean Account and App

You can book, follow and pay for your cleans in the DU Clean app, on an iPhone or iPad, on Android or in a web browser. You don’t need an account to book: you can still book on our website or by phone.

To open an account you must be 18 or over and give your own name, email address and mobile number. We email you a 6-digit code to confirm your email address. Keep your password to yourself, and choose one you don’t use anywhere else. You are responsible for bookings made in your account, so tell us straight away at contact@duclean.co.uk if you think someone else has used it.

Only open an account for yourself, with your own email address and phone number. We may close an account that is used to make false bookings, to send our emails to people who didn’t ask for them, or to try to break or overload the website or the app. If we do, we’ll tell you why, and refund anything you paid for a clean we then don’t carry out.

Once you have no cleans still to come, you can delete your account in the app (You, then Delete my account). Our Privacy Policy explains what we keep and for how long.

We work to keep the app and the website running, but we can’t promise they will always be available or free of faults. If you can’t reach them, you can still book, change or cancel a booking by phone or email. If you downloaded the app from Apple’s App Store, Apple’s standard licence terms for apps also apply to your use of it.

Our Responsibility to You

We carry out every clean with reasonable care and skill. If something isn’t right, tell us as soon as you can, ideally within 48 hours, so we can see it while it’s fresh. We will come back to put it right free of charge or, if that isn’t possible, refund what you paid for the part that wasn’t done properly.

If we damage your property while cleaning, we will pay to repair it or, if it can’t be repaired, pay its fair value. We are fully insured for this. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that isn’t foreseeable.

To help us avoid accidents, please tell us before your clean about anything fragile, valuable or needing special care, and put away cash, jewellery and other valuables. We are not responsible for damage caused by a fault that was already there, such as a loose fitting or a surface that was already damaged, or for damage that happens because we followed your instructions, unless we were careless.

If something outside our reasonable control, such as severe weather, flooding, a power cut or sudden illness in our team, stops us from cleaning, we’ll tell you as soon as we can and offer you another time or refund everything you paid.

If you book for a business, we are not responsible for any loss of profit, revenue, business or opportunity.

Nothing in these terms limits or excludes our responsibility for death or personal injury caused by our negligence or that of our staff, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit or exclude. None of these terms affects your legal rights as a consumer, including your rights under the Consumer Rights Act 2015.

Changes to These Terms

We may update these terms from time to time, for example when the law or our services change. The date at the top of this page shows when they last changed. The terms that apply to a clean are the ones in place when you paid for it.

The Law That Applies

These terms are governed by the law of England and Wales. You can bring a claim in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in the courts where you live.

Contact

Questions about these terms? Reach us through our Contact Us page.