Terms & Conditions

Last updated: 13 October 2026

These terms set out the general basis on which CNP Services supplies cleaning and property-care services. Any specific quotation or written agreement provided to you also forms part of the agreement.

Quotes, rates and scope of work

Quotes and agreed rates are based on the information available when they are prepared. Depending on the service, work may be quoted at a fixed rate, by an agreed visit or for a booked period of time. Where a booking is time-based, we will prioritise the key areas discussed with you and additional tasks can be added by agreement where time allows. If the condition, size or scope of the work differs materially from what was described or visible beforehand, we will discuss any change in price or work with you before proceeding.

Bookings and confirmation

A requested appointment is not confirmed until CNP Services accepts and confirms the booking. Any applicable price or date-related uplift will be communicated before confirmation.

Cancellations and changes

Please give us at least 24 hours’ notice if you need to cancel or rearrange an individual booking. Where less notice is given, or agreed access is not provided, we reserve the right to charge up to the full booking amount where fair and proportionate, taking account of the circumstances, costs saved and our ability to fill the slot. We will explain any charge that applies.

Ending regular domestic cleaning

Regular domestic cleaning arrangements have no fixed minimum term unless expressly agreed otherwise. Either you or CNP Services may end an ongoing regular domestic cleaning arrangement by giving at least 14 days’ written notice. Normally, scheduled cleans continue during the notice period unless we agree otherwise. There is no separate termination fee. Any charges for bookings during the notice period remain subject to the individual booking cancellation terms above and applicable consumer law.

Changing regular cleaning hours

Changes to the duration or frequency of regular domestic cleaning visits can be agreed together, subject to availability and the minimum booking of two cleaner-hours per visit. Any agreed changes to the service and price will be confirmed in writing and, where appropriate, reflected in the signed quotation or any additional written agreement, where applicable.

Nothing in these cancellation or termination terms affects your statutory consumer rights, including applicable cooling-off rights, or prevents termination where the law entitles a party to end the agreement because of a serious breach.

Payments

Unless a quotation or written agreement states otherwise, payment is due within 24 hours of completion of the service. Payment can be made by debit or credit card through our secure payment provider, Stripe, or by bank transfer. Standing orders may be agreed for regular cleaning arrangements. Klarna may be offered for eligible bookings of £100 or more, subject to availability and approval at checkout; availability is not guaranteed. We will confirm the payment method and instructions for your booking. We do not publish bank account details on this website.

Late payments

If payment becomes overdue, we may contact you to request payment and may suspend future or recurring services until the outstanding balance has been settled.

Where an invoice remains unpaid, CNP Services reserves the right to charge reasonable late-payment fees, interest and/or recovery costs where permitted by law. Any applicable charges will be communicated before they are applied. Where separate payment terms have been agreed for a business or commercial customer, those agreed terms will apply.

Regular domestic cleaning

Regular domestic maintenance cleaning is charged at £27 per cleaner, per hour, with a minimum booking of two cleaning hours (£54) per visit. Cleaning time is agreed in advance based on the customer’s requirements and consultation. Where more than one cleaner attends, the charge is based on total cleaner-hours (for example, two cleaners for 1.5 hours equals three cleaner-hours). Standard cleaning products, materials and equipment are included. We will not add chargeable cleaning time beyond the agreed allocation without the customer’s agreement. Deep cleaning or work outside normal maintenance cleaning may be assessed and quoted separately.

Sunday and UK bank holiday pricing

Bookings scheduled for a Sunday or a UK bank holiday carry a 25% uplift on the standard service price. This policy applies across all CNP Services, including domestic, carpet and upholstery, exterior, end-of-tenancy, commercial, build and construction, horsebox and trailer, and other property-care services. If a date falls on both a Sunday and a bank holiday, the uplift applies once only, not twice. A separate out-of-hours surcharge does not stack with this uplift; where both would apply, the 25% Sunday/bank holiday uplift is used.

Where applicable, the date-related uplift will be shown or explained before the booking is confirmed. A customer’s preferred dates are requests only; CNP Services will check availability and confirm the final date and price. This policy applies to bookings agreed under these terms and does not retrospectively change a price already agreed and confirmed for an existing booking. If a proposed date changes and a different uplift applies, we will explain any price difference and obtain agreement before confirming the change.

Access to your property

Customers are responsible for providing safe and reasonable access to the property, vehicle and areas to be cleaned. If you will not be present, access arrangements should be agreed with us in advance. Any keys entrusted to us will be handled with reasonable care and kept securely while in our possession. Where appropriate, we may ask for fragile, valuable or obstructing items to be moved before work begins.

Equipment and cleaning products

Unless agreed otherwise, CNP Services will provide the equipment and cleaning products reasonably required to carry out the booked service. Please tell us in advance about delicate materials, specialist surfaces, allergies, product restrictions or any other requirements that may affect the products or methods we use.

Health and safety

We require a reasonably safe working environment throughout the service. We may decline or stop work where conditions are unsafe or hazardous, or where a task would require working at unsafe heights or beyond the safe use of normal domestic or professional access equipment available for the booked service. If a safety issue prevents us from completing agreed work, we will explain this to you.

Pets

We are happy to work in pet-friendly homes. Customers are responsible for ensuring pets are safe, secure and comfortable while cleaning is taking place, particularly where doors, gates, machinery, chemicals or equipment may be in use.

24-Hour Satisfaction Promise

If you are not completely satisfied with an eligible aspect of cleaning work carried out by CNP Services, please notify us within 24 hours of our team leaving the property and provide reasonable details of the issue. We will be given a reasonable opportunity and access to return promptly and rectify the relevant cleaning issue at no additional charge.

The promise applies to cleaning issues relating to the agreed service we carried out. It does not cover new soiling or damage after we leave, permanent staining, wear, deterioration, pre-existing damage, results that were expressly identified as limited before or during the service, or matters outside the agreed scope of work. Where access to rectify is refused or unavailable, the free return visit cannot be provided. This promise does not affect your statutory rights.

Damage, breakages and liability

We take reasonable care while working in your home, business premises or vehicle. If we become aware of accidental damage or a breakage caused during our work, we will tell you as soon as reasonably practical and deal with the matter in line with the circumstances and our insurance arrangements. Customers should tell us before work begins about particularly delicate items, surfaces, known defects or other relevant risks.

CNP Services maintains Public Liability Insurance. Cover is subject to the terms, limits, exclusions and conditions of the applicable policy. Nothing in these terms excludes or limits liability where it would be unlawful to do so.

Carpet and upholstery cleaning

We take reasonable care when assessing and cleaning carpets and upholstery. Some stains, odours, wear, colour loss or pre-existing damage cannot be fully removed. Results can vary according to fibre, construction, age, previous treatments and the nature of the contamination.

Exterior cleaning

Exterior surfaces can contain pre-existing damage, loose pointing, unstable coatings or other defects that become more visible after cleaning. We will use reasonable care and appropriate methods for the surface being treated.

Horse trailer and 3.5t horsebox cleaning

Our horse trailer and horsebox cleaning service covers common trailers and horseboxes; larger or unusual vehicles are subject to confirmation before booking. Where multiple vehicles are cleaned at the same location during the same visit, any multi-vehicle saving shown in our online estimator or quotation applies to that combined visit only. If vehicle quantities, locations, access or condition differ materially from the enquiry, we may revise the quotation before work begins. Customers should remove tack, equipment, personal belongings and, where reasonably practical, loose bedding and excessive manure before we arrive. Heavy soiling or additional clearing that was not apparent when quoted may affect the time required or price; we will discuss any change before proceeding.

Customers are responsible for providing safe access to the vehicle and, where agreed as part of the booking, suitable access to water and/or electricity. Horseboxes and trailers can have pre-existing corrosion, damaged seals, loose coatings, worn flooring, fixings or other defects; cleaning can make existing deterioration more visible. Please tell us about any known defects or particularly sensitive surfaces before work begins.

Our service is a professional cleaning and deodorising service. Unless specifically agreed in writing, it is not a veterinary biosecurity, sterilisation or disease-control service, and we do not claim to eliminate all bacteria, viruses or other pathogens.

End of Tenancy Cleaning Deposit-Back Guarantee

Where an End of Tenancy Cleaning booking is expressly sold with our Cleaning Deposit-Back Guarantee, the guarantee applies only to cleaning work carried out by CNP Services and listed within the agreed booking or quotation. It does not guarantee the return of the tenant’s entire tenancy deposit and does not cover deductions or disputes relating to rent, damage, wear and tear, missing items, maintenance, inventory issues or any matter unrelated to our cleaning work.

If a landlord, letting agent or inventory/check-out report identifies a cleaning issue in an area included in our completed clean, the customer must notify CNP Services within 72 hours of the relevant inspection and provide reasonable details or evidence of the issue where requested. We must be given a reasonable opportunity and access to return and rectify the relevant cleaning issue. If we are unable to rectify an eligible cleaning issue after being given that opportunity, we will refund the charge attributable to the relevant cleaning work. The guarantee does not entitle the customer to a refund of unrelated services or the full tenancy deposit.

The guarantee does not apply where an area has been used, soiled, altered or cleaned by another person after our service, where access to rectify is refused or unavailable, or where the issue results from permanent staining, damage, deterioration or another condition that cleaning cannot reasonably remedy. Where professional carpet cleaning is included within the same CNP end-of-tenancy booking, the guarantee applies to the carpeted areas we cleaned on the same basis.

Package savings and Home Care membership

Customers using two CNP home services may receive a 5% Whole Home saving on qualifying specialist work; customers using three or more CNP home services may receive the maximum 10% saving. Domestic Cleaning counts towards the service total but is not discounted. Any specialist package saving is applied first, then the Whole Home percentage is applied to the remaining qualifying specialist value. CNP Home Care is a separate optional membership and does not spread, finance or replace the cost of a current booking. Current services remain payable under the normal quotation and payment terms.

Home Care membership tiers and benefits

Home Care is offered in the membership tier and at the monthly price confirmed when you join. Current advertised tiers are Home Care (£9.99 per month) and Home Care Plus (£14.99 per month). Home Care includes a 5% member saving on eligible paid Carpet, Rug, Upholstery and Exterior services, priority booking, 12-month protection of the member’s agreed Domestic Cleaning hourly rate, member-only offers and an annual Home Care review. Home Care Plus includes a 10% member saving on those eligible services, enhanced/short-notice priority where available, and one free carpet protector upgrade per membership year when a qualifying paid carpet-cleaning service is booked. Domestic Cleaning itself is not discounted by Home Care.

Member savings

Home Care member savings apply only to qualifying future services and do not stack with package savings, promotional discounts or other offers unless CNP confirms otherwise in writing. Where more than one saving could apply, the best applicable saving will normally be used. Member pricing applies only while the membership is active and subject to any stated exclusions or minimum scope.

Domestic rate protection and Plus protector upgrade

Home Care does not discount Domestic Cleaning. Where Domestic rate protection is included and confirmed, the member’s agreed Domestic Cleaning hourly rate is protected for 12 months while the membership remains active, subject to the agreed service scope. Home Care Plus includes one free carpet protector upgrade per membership year when the member books a qualifying paid carpet-cleaning service. The carpet-cleaning service itself is chargeable and is not included in membership. The protector benefit has no cash value, does not roll over and remains subject to suitability, scope and availability.

Membership payments, cancellation and suspension

Home Care membership payments are for the membership and its benefits; they are separate from charges for cleaning or other services booked with CNP. Payment arrangements and any minimum or fixed membership period will be clearly confirmed before activation. Cancelling a Direct Debit does not by itself settle any amounts already properly due. If membership ends, future member benefits, member pricing and unused benefits end in accordance with the agreed membership terms and applicable consumer law. We may suspend membership benefits while membership payments are overdue.

Cooling-off and consumer rights

Where statutory cancellation rights apply to a membership agreed online, by telephone or away from our business premises, we will provide the applicable cancellation information before the agreement is concluded. Nothing in these terms limits your statutory consumer rights.

Complaints

If you are unhappy with any part of our service, please contact us promptly so that we have a reasonable opportunity to investigate and, where appropriate, put matters right.

Contact

Email hello@cnpservices.co.uk or call 01380 900234.