Terms of Service
The terms that apply when you book a cleaning service with Cleanmark Facilities Limited.
Last updated: October 2026.
Bookings and quotes
A booking request through this website, phone or WhatsApp is a request, not a confirmed appointment. Every job is confirmed personally by us — by phone or WhatsApp — at which point the price and time are agreed. Online prices are not shown because cleaning is priced by size and condition; we quote before we clean.
Written quotes are valid for 30 days unless stated otherwise.
Cancellation and rescheduling
You can cancel or reschedule free of charge with at least 24 hours' notice. Inside 24 hours we may charge a call-out fee to cover the team's time and transport. If we need to reschedule — for example due to illness — we will offer the nearest available slot.
Access and keys
You agree to provide reasonable access to the property, including water and power where needed. If you are not present, access can be arranged through a caretaker, building management or key handover — we will agree the arrangement with you in advance. Keys given to us are kept securely and returned as agreed.
Payment
Payment is due on completion of the job, after you have inspected the work. We will confirm accepted payment methods when we confirm your booking — M-Pesa is the most common. Contract clients (offices and commercial premises) are invoiced on agreed terms.
Our work and your inspection
We clean to a checklist agreed with you before the job starts. Please inspect the work while the team is on site or as soon as possible afterwards. If something agreed was missed, tell us within 24 hours and we will return to put it right.
Some limits are honest ones: very old or set stains may lighten rather than disappear, and we will tell you before we start if that is likely.
Damage and claims
Our teams take care with your property, but if something is damaged during a clean, report it within 48 hours with photos where possible. We investigate every claim honestly and resolve valid claims by repair, replacement or agreed compensation.
Please point out delicate, fragile or high-value items before the clean starts so the team can treat them appropriately or leave them to you.
Items we cannot clean
We do not handle hazardous materials, mould remediation at scale, or pest-infested premises. If we arrive and find conditions outside what was described, we may need to adjust the quote or reschedule — we will always discuss it with you first.
Photos
We may ask to photograph our work for our gallery. We only ever publish photos with your explicit permission, and we avoid showing house numbers, faces and valuables.
Changes to these terms
We may update these terms from time to time; the version on this page applies to bookings made after its date. Material changes will be flagged on the site.
Contact
Questions about these terms: call or WhatsApp 0756 407 219.