Terms & Conditions

These Terms & Conditions of Service set out the agreement between Eco Mop and our clients. They explain how our services operate, the responsibilities of both parties, and the standards you can expect when booking with us.

Our aim is to provide every client with a professional, reliable and transparent experience. By setting clear expectations from the outset, we can deliver the high standard of service that Eco Mop is committed to providing.

By booking or using any of our services, you confirm that you have read, understood and agree to be bound by these Terms & Conditions.

If there is anything within this document that you do not understand, please contact us before confirming your booking.

1. Definitions

For the purposes of these Terms & Conditions, the following definitions apply:

1.1 "Company"

Means Eco Mop Ltd, trading as Eco Mop Cleaning Services.

1.2 "Client"

Means the individual, business, landlord, estate agent, managing agent, organisation or any other person booking or receiving services from Eco Mop.

1.3 "Property"

Means the location where Eco Mop has been instructed to carry out cleaning services.

1.4 "Service"

Means any cleaning or related service provided by Eco Mop.

1.5 "Booking"

Means any confirmed appointment accepted by Eco Mop.

1.6 "Cleaner"

Means any employee, subcontractor or authorised representative working on behalf of Eco Mop.

1.7 "Recurring Client"

Means a client who receives cleaning services on an ongoing agreed schedule, including weekly, fortnightly or monthly arrangements.

1.8 "One-Off Client"

Means a client who books a single cleaning appointment without an ongoing service agreement.

1.9 "Working Day"

Means Monday to Friday, excluding public holidays in England and Wales.

2. About Eco Mop

Eco Mop Cleaning Services is the trading name of Eco Mop Ltd, a professional cleaning company providing high-quality domestic and commercial cleaning services throughout London. Our company was founded on the belief that professional cleaning should deliver exceptional results while creating healthier homes, workplaces and managed properties through the use of carefully selected eco-friendly cleaning products. We are committed to providing a reliable, transparent and customer-focused service that combines professionalism with environmental responsibility.

Where appropriate, Eco Mop uses eco-friendly cleaning products that have been carefully selected for their performance, safety and reduced environmental impact.

Our team takes pride in delivering cleaning services with attention to detail, honesty and respect for every client's property.

3. Our Services

Eco Mop currently provides the following professional cleaning services:

3.1 Domestic Eco Cleaning

Regular and one-off cleaning services for residential properties, including houses, flats and apartments.

3.2 Commercial Eco Cleaning

Professional cleaning services for offices, workplaces and commercial premises.

Commercial clients receiving recurring services may also be subject to additional contractual agreements, service specifications or supplementary policies where applicable.

3.3 Property Cleaning

Cleaning services for:

  • Landlords

  • Estate Agents

  • Letting Agents

  • Property Management Companies

  • End of Tenancy Properties

  • Pre-Tenancy Cleans

  • Void Properties

  • After-Build Cleans

3.4 Serviced Accommodation Cleaning

Cleaning services for short-term rental accommodation including:

  • Airbnb Properties

  • Holiday Lets

  • Serviced Apartments

  • Corporate Accommodation

  • Guest Houses

Optional additional services may include:

  • Bed making

  • Linen changes

  • Laundry

  • Toiletry replenishment

  • Consumable replenishment

  • Guest damage reporting

These services are available only where agreed in advance and may incur additional charges.

4. Booking Our Services

4.1 Booking Methods

Bookings may be made through:

  • Our website

  • Telephone

  • WhatsApp

  • Email

  • Social media platforms

  • Any other authorised booking channel operated by Eco Mop

A booking is not confirmed until Eco Mop has accepted the request and issued a confirmation.

4.2 Booking Confirmation

Once a booking has been accepted, Eco Mop will provide confirmation containing, where applicable:

  • Date of service

  • Arrival window

  • Property address

  • Requested service

  • Estimated duration

  • Deposit received

  • Any agreed additional services

4.3 Minimum Booking

Unless otherwise agreed in writing, Eco Mop operates a minimum booking of two (2) hours for all cleaning services.

This minimum enables us to provide a thorough, professional service while ensuring the best value for both our clients and our team.

4.4 Booking Deposit

To secure a booking, Eco Mop requires a booking deposit equal to the cost of two (2) hours of cleaning at the agreed hourly rate.

The booking deposit:

  • secures your appointment;

  • is deducted from your final invoice;

  • confirms your acceptance of these Terms & Conditions.

The deposit is not refundable where:

  • the client cancels with less than 24 hours' notice;

  • the client fails to provide access to the property;

  • the appointment cannot proceed due to the client's actions or omissions.

Where the appointment cannot proceed due to circumstances genuinely outside the client's reasonable control, Eco Mop may, at its sole discretion, offer:

  • a full refund;

  • a partial refund; or

  • transfer the deposit to a future booking.

Any such decision shall be made solely by Eco Mop following consideration of the circumstances.

5. Prices & Payment

Eco Mop believes in transparent pricing with no hidden fees.

Unless otherwise agreed in writing, cleaning services are charged on an hourly basis.

Different services may have different hourly rates depending on the nature of the work. Any applicable rate will be confirmed before the booking is accepted.

Additional services requested by the client, including optional add-ons, specialist cleaning or supplementary services, may incur additional charges.

All prices quoted are in Pounds Sterling (£).

5.1 One-Off Clients

Following completion of the service, Eco Mop will issue an invoice, typically within 24 hours, although invoices may be issued sooner.

The remaining balance becomes payable within 48 hours of the invoice being issued.

5.2 Recurring Clients

Recurring clients are invoiced at the end of each calendar month.

Payment is due by the final day of that month unless otherwise agreed in writing.

The payment due date applies regardless of when individual cleaning appointments took place during that month.

5.3 Late Payments

Where payment remains outstanding for more than seven (7) calendar days after it becomes due, Eco Mop reserves the right to apply an administration fee of £4.99 for each additional seven-day period that the balance remains unpaid.

For recurring clients, where payment remains outstanding for more than seven days after the month-end due date, Eco Mop reserves the right to:

  • suspend future services;

  • refuse further bookings;

  • require outstanding balances to be cleared before services resume.

Where a client repeatedly fails to make payment without a reason acceptable to Eco Mop, we reserve the right to terminate future services.

6. Cancellations & Rescheduling

6.1 Client Cancellations

Clients may cancel or reschedule a booking by contacting Eco Mop via telephone, WhatsApp or email.

To avoid losing the booking deposit, clients must provide at least twenty-four (24) hours' notice before the scheduled start time of the service.

6.2 Late Cancellations

Where a cancellation is made with less than twenty-four (24) hours' notice, the booking deposit will be retained by Eco Mop.

This reflects the time reserved for your appointment and the loss of work that may result from late cancellations.

6.3 Rescheduling

Clients may request to reschedule a booking.

Requests made more than twenty-four (24) hours before the appointment will normally be accommodated without penalty, subject to availability.

Requests received with less than twenty-four (24) hours' notice may result in the booking deposit being retained, unless Eco Mop decides otherwise at its sole discretion.

6.4 Exceptional Circumstances

Eco Mop understands that genuine emergencies can occur.

Where a cancellation results from circumstances outside the client's reasonable control, Eco Mop may, at its sole discretion:

  • transfer the booking deposit to a future appointment;

  • issue a partial refund; or

  • issue a full refund.

Each request will be considered individually.

The decision of Eco Mop shall be final.

7. Arrival Times & Service Duration

7.1 Arrival Window

While every effort is made to arrive at the agreed time, arrival times should be treated as estimated.

Unexpected traffic, weather conditions, transport delays, previous appointments or other unforeseen circumstances may occasionally affect arrival times.

Should a significant delay occur, Eco Mop will contact the client as soon as reasonably possible.

7.2 Estimated Cleaning Time

Any cleaning duration discussed before the appointment is provided as an estimate only.

The actual time required may vary depending on:

  • the property's condition;

  • the size of the property;

  • the level of cleaning required;

  • clutter or obstructions;

  • additional client requests.

Eco Mop will always communicate with the client before exceeding the originally estimated duration.

No additional time will be added without the client's agreement.

7.3 Staff Allocation

Eco Mop reserves the right to assign, substitute or change cleaners where operational requirements make this necessary.

Where reasonably possible, recurring clients will continue to receive the same cleaner.

However, Eco Mop cannot guarantee cleaner availability due to annual leave, sickness, training or other operational requirements.

8. Access to the Property

8.1 Client Responsibility

The client is responsible for ensuring Eco Mop has safe and uninterrupted access to the property at the agreed appointment time.

8.2 Access Methods

Access may be provided by:

  • meeting the cleaner in person;

  • key handover;

  • lockbox;

  • access code;

  • concierge;

  • any other agreed method.

8.3 Recurring Clients

Recurring clients may provide keys or access codes to Eco Mop where regular access is required.

Eco Mop will store such information securely and limit access to authorised personnel only.

8.4 Failure to Provide Access

Where Eco Mop cannot gain access because:

  • nobody is present;

  • incorrect keys are supplied;

  • incorrect access codes are provided;

  • access instructions are incomplete;

  • entry is refused;

  • or access cannot otherwise be obtained due to the client's actions,

the booking deposit will normally be retained.

Where appropriate, Eco Mop may offer to rearrange the appointment.

9. Client Responsibilities

To enable Eco Mop to provide the highest standard of service, clients agree to:

  • provide safe access to the property;

  • ensure electricity and running water are available;

  • provide suitable lighting;

  • provide reasonable heating where necessary;

  • secure pets where appropriate;

  • supervise children during the visit;

  • notify Eco Mop of any known hazards before the appointment;

  • notify Eco Mop of any allergies or sensitivities that may affect the service;

  • ensure all requested cleaning areas are accessible.

Clients should also remove or secure valuable, confidential or irreplaceable items before the appointment begins.

10. Cleaning Products & Equipment

10.1 Cleaning Products

Eco Mop supplies carefully selected eco-friendly cleaning products as part of our standard service.

Where reasonably possible, products are chosen to provide professional cleaning performance while supporting healthier indoor environments.

Clients must inform Eco Mop before the appointment if anyone within the property has allergies, sensitivities or medical conditions that may require alternative products.

10.2 Standard Equipment

As part of our standard service, Eco Mop provides:

  • eco-friendly cleaning products;

  • cleaning cloths;

  • cleaning rags;

  • other standard hand-held cleaning equipment reasonably required to complete the service.

10.3 Client Equipment

Unless otherwise agreed, clients are responsible for providing:

  • a suitable vacuum cleaner;

  • a mop;

  • a bucket.

These items are property-specific and help maintain hygiene standards between different clients.

10.4 Equipment Hire

Where requested in advance, Eco Mop may provide:

  • Vacuum Cleaner - £14.99

  • Mop - £9.99

Equipment hire is subject to availability and cannot be guaranteed.

10.5 Failure to Provide Equipment

Where required equipment has not been provided or requested in advance, Eco Mop will make reasonable efforts to continue the service where possible.

Any additional equipment supplied by Eco Mop may incur the applicable hire charge.

11. Additional Services

Some services fall outside Eco Mop's standard cleaning package and must be requested before the appointment.

These may include, but are not limited to:

  • laundry;

  • bed making;

  • linen changes;

  • replenishment of toiletries;

  • replenishment of consumables;

  • guest damage reporting;

  • other bespoke cleaning requests.

Additional charges may apply.

Availability may vary depending on location, staffing and operational requirements.

12. Windows

For the safety of both our staff and clients, Eco Mop operates a strict exterior window cleaning policy.

Our staff are not permitted to clean:

  • exterior windows above ground floor level;

  • windows requiring unsafe access;

  • windows requiring ladders;

  • windows accessible only from balconies or elevated platforms where safe working conditions cannot be maintained.

This policy applies to:

  • houses;

  • flats;

  • apartments;

  • commercial premises;

  • any other property.

Where Eco Mop staff determine that cleaning a window would present an unacceptable safety risk, they will decline that aspect of the service.

The client's agreement or instruction will not override Eco Mop's health and safety obligations.

13. Commercial & Managed Properties

These Terms & Conditions apply to commercial clients unless superseded by a separate written agreement.

Commercial clients receiving recurring services may also be subject to:

  • service specifications;

  • service level agreements (SLAs);

  • site-specific procedures;

  • additional contractual terms;

  • health and safety requirements.

Where any conflict exists between these Terms and an individually negotiated commercial agreement, the individual agreement shall take precedence.

14. Service Quality Guarantee

Eco Mop is committed to delivering professional, reliable and high-quality cleaning services.

If a client believes that the agreed cleaning standard has not been met, we encourage them to notify the cleaner before they leave the property whenever reasonably possible. This allows us to resolve minor issues immediately and helps ensure complete satisfaction.

Where concerns cannot reasonably be addressed during the visit, clients should contact the Eco Mop office within twenty-four (24) hours of the service being completed.

Eco Mop will always be given a reasonable opportunity to investigate and, where appropriate, rectify any genuine concerns before refunds or compensation are considered.

14.1 Re-Clean Policy

Where Eco Mop accepts that an area has been unintentionally missed or has not been cleaned to the agreed standard, we may, at our discretion:

  • arrange a complimentary re-clean;

  • send a cleaner to complete outstanding work;

  • offer a partial refund; or

  • provide another reasonable resolution.

Re-cleans will normally be arranged at the earliest mutually convenient opportunity, subject to staff availability.

15. Damage, Breakages & Claims

Although every reasonable care is taken while cleaning your property, accidents can occasionally happen.

If Eco Mop causes accidental damage during the course of providing our services, the client must:

  • notify the cleaner immediately where reasonably possible;

  • notify the Eco Mop office within 24 hours;

  • provide clear photographs and/or videos of the alleged damage;

  • provide any additional information reasonably requested by Eco Mop.

15.1 Investigation Process

Upon receiving a damage report, Eco Mop will:

  • acknowledge receipt of the claim;

  • obtain statements from the cleaner(s);

  • review photographs, videos and any available evidence;

  • investigate the circumstances surrounding the incident.

Eco Mop shall be allowed up to fourteen (14) working days to complete its investigation before any decision regarding liability or compensation is made.

15.2 Pre-Existing Damage

Eco Mop accepts no responsibility for:

  • existing wear and tear;

  • loose fittings;

  • poorly secured fixtures;

  • ageing furniture;

  • weakened materials;

  • previously damaged items.

Clients are encouraged to notify Eco Mop before the service if any item requires particular care.

15.3 Fragile & High-Value Items

Clients remain responsible for identifying:

  • antiques;

  • artwork;

  • collectibles;

  • heirlooms;

  • fragile ornaments;

  • high-value items.

Eco Mop recommends that such items are removed or secured before cleaning begins.

16. Insurance & Liability

Eco Mop maintains appropriate insurance cover for the services we provide, including:

  • Public Liability Insurance; and

  • Employers' Liability Insurance.

Evidence of insurance may be provided upon reasonable request.

16.1 Limitation of Liability

Eco Mop shall not be liable for:

  • pre-existing damage;

  • normal wear and tear;

  • deterioration due to age;

  • hidden defects;

  • structural issues;

  • faulty fixtures or fittings;

  • damage resulting from incorrect installation of household items;

  • issues beyond our reasonable control.

16.2 Personal Belongings

Clients remain responsible for securing:

  • cash;

  • jewellery;

  • passports;

  • confidential documents;

  • electronic devices;

  • sentimental possessions;

  • other valuables.

Eco Mop shall not be responsible for unsecured valuables left within the property.

17. Health & Safety

The safety of our staff, clients and members of the public is a priority.

Eco Mop reserves the right to refuse, suspend or terminate a service where continuing would present an unacceptable risk.

17.1 Unsafe Properties

Our staff may immediately leave a property if they reasonably believe that it presents a risk, including but not limited to:

  • exposed electrical hazards;

  • Discrimination of any sort.

  • structural instability;

  • severe mould;

  • flooding;

  • fire damage;

  • unsafe balconies;

  • dangerous access routes;

  • aggressive behaviour;

  • threats of violence;

  • illegal activity.

The decision of the attending cleaner shall be supported by Eco Mop where reasonably justified.

17.2 Biohazards

Unless agreed in writing before the appointment, Eco Mop does not undertake the cleaning of:

  • bodily fluids;

  • human waste;

  • medical waste;

  • needles or sharps;

  • hazardous chemicals;

  • asbestos;

  • infectious contamination.

Should such hazards be discovered during the appointment, Eco Mop reserves the right to stop work immediately.

17.3 Pest Infestations

Where significant infestations are identified, including but not limited to:

  • bed bugs;

  • fleas;

  • cockroaches;

  • rats;

  • mice;

Eco Mop may suspend or terminate the service until appropriate pest treatment has been completed.

18. Pets, Children & Smoking

18.1 Pets

Clients must inform Eco Mop if pets are present within the property.

Where reasonably requested, pets should be kept secure during cleaning to protect both the animal and our staff.

Eco Mop uses carefully selected eco-friendly products; however, clients remain responsible for informing us of any known animal sensitivities.

18.2 Children

Parents and guardians remain responsible for supervising children while Eco Mop staff are carrying out cleaning services.

18.3 Smoking

To protect the health of our staff, smoking and vaping should not take place inside the property while Eco Mop is providing its services.

Where heavy smoking prevents staff from working safely, Eco Mop reserves the right to suspend or terminate the appointment.

19. Confidentiality

Eco Mop recognises that our staff may become aware of confidential information while carrying out cleaning services.

This may include:

  • alarm codes;

  • access codes;

  • business information;

  • tenant information;

  • personal belongings;

  • confidential paperwork.

Eco Mop will take reasonable steps to ensure such information remains confidential and is only accessed by authorised personnel where necessary to deliver our services or where required by law.

20. Keys & Access Codes

Where clients provide keys, lockbox details or access codes, Eco Mop will:

  • store such information securely;

  • restrict access to authorised personnel;

  • use the information solely for providing agreed services.

Clients remain responsible for notifying Eco Mop immediately if access details change.

21. CCTV & Recording Devices

Clients are welcome to operate CCTV or other security recording devices within their property, provided their use complies with applicable UK law.

Clients should inform Eco Mop where internal recording devices are in operation so our staff are aware they may be recorded while carrying out their duties.

22. Photography

During or after a cleaning appointment, Eco Mop may take photographs where reasonably necessary for:

  • quality assurance;

  • training;

  • insurance purposes;

  • investigating complaints;

  • recording accidental damage;

  • documenting completed work.

Where photographs contain identifiable personal information or are intended for marketing purposes, Eco Mop will obtain the client's prior consent before publication.

Eco Mop will never knowingly publish photographs identifying a client's address, personal belongings or personal information without permission.

23. Lost Property

Should Eco Mop staff discover property apparently left behind during cleaning, reasonable efforts will be made to notify the client.

Lost items found during the course of cleaning will be treated honestly, respectfully and in accordance with Eco Mop's internal procedures.

24. Privacy & Data Protection

Eco Mop respects your privacy and is committed to protecting your personal information.

When you book our services, we may collect information including:

  • your name;

  • address;

  • email address;

  • telephone number;

  • property details;

  • booking history;

  • payment information;

  • communications with Eco Mop.

This information is collected solely for the purposes of:

  • providing our services;

  • managing bookings;

  • processing payments;

  • responding to enquiries;

  • improving our services;

  • complying with our legal obligations.

Eco Mop will never sell your personal information to third parties.

Where necessary, information may be shared with trusted service providers, payment processors, insurers, legal advisers or regulatory authorities where required by law.

Personal information is stored securely and access is restricted to authorised personnel only.

Full details regarding how Eco Mop collects, stores and processes personal information can be found in our separate Privacy Policy, available on our website

25. Force Majeure

Eco Mop shall not be liable for any delay, interruption or failure to perform our services where such delay results from circumstances beyond our reasonable control.

These circumstances may include, but are not limited to:

  • severe weather;

  • flooding;

  • fire;

  • pandemics;

  • industrial action;

  • transport disruption;

  • power failures;

  • government restrictions;

  • acts of terrorism;

  • civil unrest;

  • supplier failures;

  • other unforeseen events.

Where reasonably possible, Eco Mop will notify clients as soon as practicable and work with them to arrange an alternative appointment

26. Parking, ULEZ & Congestion Charges

Clients are responsible for informing Eco Mop of any parking restrictions before the appointment

Where paid parking, visitor permits, private parking charges, congestion charges, Ultra Low Emission Zone (ULEZ) charges or similar costs are reasonably required to complete the service, Eco Mop reserves the right to recover such costs where they have been agreed with the client in advance.

Failure to disclose parking restrictions may result in delays or additional charges.

27. Website & Online Bookings

Eco Mop aims to keep its website and online booking facilities available at all times.

However, we do not guarantee uninterrupted access and accept no liability for temporary interruptions resulting from maintenance, technical faults or circumstances beyond our control.

Information published on our website is provided in good faith and may be updated from time to time without prior notice.

28. Intellectual Property

Unless otherwise stated, all intellectual property rights relating to

  • the Eco Mop name;

  • Eco Mop Cleaning Services;

  • our logo;

  • branding;

  • website content;

  • photographs;

  • graphics;

  • written materials;

  • policies;

  • documents;

  • marketing content;

remain the exclusive property of Eco Mop Ltd.

No part of our branding or written materials may be copied, reproduced, distributed or used without our prior written permission.

29. Commercial Clients

These Terms & Conditions apply to both domestic and commercial services unless a separate written agreement has been entered into.

Where commercial clients enter into additional contracts, service specifications, service level agreements (SLAs) or other written agreements with Eco Mop, those documents shall be read alongside these Terms & Conditions

In the event of any inconsistency, the individually negotiated commercial agreement shall take precedence.

30. Complaints Procedure

Eco Mop values client feedback and is committed to resolving concerns fairly, professionally and promptly.

Clients wishing to raise a complaint should:

  1. Inform the attending cleaner before they leave the property wherever reasonably possible.

  2. Contact Eco Mop within twenty-four (24) hours of the service.

  3. Provide photographs, videos or any other relevant evidence where appropriate.

Upon receipt of a complaint, Eco Mop will:

  • acknowledge the complaint;

  • review all available evidence;

  • obtain statements from staff where necessary;

  • investigate the circumstances;

  • provide a response within a reasonable timeframe.

Where appropriate, Eco Mop may offer:

  • a re-clean;

  • a partial refund;

  • another reasonable resolution.

Complaints will always be considered individually and fairly.

31. Termination of Services

Eco Mop reserves the right to refuse, suspend or permanently terminate services where:

  • these Terms & Conditions have been repeatedly breached;

  • outstanding payments remain unpaid;

  • abusive, threatening or discriminatory behaviour occurs;

  • staff safety is compromised;

  • fraudulent activity is suspected;

  • access to the property repeatedly cannot be obtained.

Termination of services does not remove the client's responsibility to pay any outstanding amounts owed.

32. Amendments

Eco Mop may amend these Terms & Conditions from time to time.

The latest version will always be published on our website.

Where significant changes affect existing recurring clients, reasonable notice will be provided before those changes take effect

Continued use of Eco Mop's services after updated Terms become effective shall constitute acceptance of the revised Terms.

33. Entire Agreement

These Terms & Conditions, together with any quotation, booking confirmation, service specification or written agreement issued by Eco Mop, constitute the entire agreement between the client and Eco Mop in relation to the services provided.

No verbal statement or informal communication shall vary these Terms unless confirmed in writing by Eco Mop.

34. Severability

If any provision of these Terms & Conditions is found by a court or competent authority to be unlawful, invalid or unenforceable, that provision shall be deemed severed.

The remaining provisions shall continue in full force and effect.

35. Governing Law

These Terms & Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Eco Mop Ltd

Trading as Eco Mop Cleaning Services, Eco Mop Cleaning

Company Number: 16265166

Registered Office: 124 City Road, London, United Kingdom, EC1V 2NX

Website: www.ecomop.co.uk

Email: hello@ecomop.co.uk

Telephone / WhatsApp: 07943 160671

Last updated: 30 July 2026