We all know we should have terms and conditions, but do you? We’re often so busy doing the cleaning (and all the other things involved in running a cleaning business) that these get passed by. And that lack of communication can easily lead to misunderstanding or problems with clients.
Ideally we’d write our T&Cs right at the start, when we’re setting up our cleaning business, but that period is a time of small business overwhelm and so much to sort! It’s easy to think “Oh I’ll sort that later”… and then a year later our business is up and running but we still don’t have terms and conditions.
It’s Sunday 4th January, and as the New Year begins I’m definitely in back to work mode. I’ve spent a good chunk of this morning talking to cleaners about terms and conditions for their cleaning businesses, and I’ve been meaning to write a post or a webpage on this for ages so without further ado here is my simple guide to writing terms and conditions for your own cleaning business!
FIRST UP:
I’m sorry but I don’t have a set of terms and conditions that I can just share. For a couple of reasons. The first is that we are all individuals – our businesses are different. How we do things will be different. How we speak, how we run our cleaning business. And so our terms and conditions most likely need to be different too, and to also reflect a little bit of us, our personality. Secondly (and this one is boring but necessary ?????) is the fact that liability is something that’s best avoided (eg a I tell a cleaner to do X, Y and Z and it doesn’t work for them. They blame me…),
I am not here to tell you what to do, I am here to help you figure out the way of doing things that suits you best.
Right, lets go!
For my own cleaning business I have what I call a ‘cleaning agreement’. It’s a bit less formal a name for it than ‘terms and conditions’. I only use it for domestic clients.
First section:
Is the header. It has my business logo, and name, my email address, website, phone number. All branded in my business colours. Then a line to separate the header from the content. (Get that branding everywhere! It builds consistency. Clients see us as more professional, instantly).
Second section:
“Dear ………………….. Thank you for choosing my cleaning business… etc.
As agreed we will clean your property ….. (address – leave a blank space to write it in) every ………. at the price of £………..
Please find below some guidelines to ensure you get the most our out our service…”
Third section:
Cleaning products.
(A note. The text in bold at the start of each section is the header I use on that section. I’ve made it as clear as I can for clients to read).
This is mainly to information for clients – I tell them that I use professional cleaning products, bring all cloths etc. I also say that I use their vaccum, mop, and toilet brushes, please provide those.
Fourth section:
Your satisfaction:
“It is really important you are 100% happy with our service… “ This is a short paragraph that is an invitation to contact you if they’d anything done differently. Make sure you include the best way to contact you, or offer them options.
Fifth section:
Cancelling a clean. How much notice they should give. Whether you charge a cancellation fee if XX amount of notice is not given. How to give that notice (eg by email or message etc). Deposits for one off cleans. How payment for cancellation charges are to be made.
Sixth section:
Illness. This paragraph asks that clients cancel when anyone in the house is sick with anything infectious. (I don’t charge in such circumstances as it discourages clients from telling you). I also say a bit about what I’ll do if you I’m sick or one of my kids is (I basically say I’ll re-schedule if I can).
Seventh section:
Restrictions to your service. In this section I set it out that I don’t use bleach, don’t clean ‘bodily fluids’ and don’t clean priceless, already damaged, or irreplacable items. I also state that I don’t move heavy furniture (I’m a solo cleaner).
Eighth section:
Payments and invoicing. Set out how you take payments here, including bank details if you want to be paid by bank transfer. Make sure you list all available payment options. And state when the payment is due. (If you don’t have card payments set up then pop me a message! I have a great workshop and course that show you how to set up the payment system your cleaning business needs. It ends late payments. Automatically makes invoices. Does the maths for your tax return. And more!)
Ninth section:
Key holding. I also have a key holders agreement as a second document. So this just states that I’m happy to hold keys and we then clarify details separately. (Should I write a blog part 2 on a key holders agreement? Let me know if that’d be useful!)
Tenth section:
Insurance. Here I jst say I have insurance up to £££££££££ and am happy to provide a copy of the certificate.
Eleventh section! (yes this is long. If you’re going to do it then let’s cover everything!)
DBS checks. This just states I (and anyone who works for me) have a valid DBS check, please ask to see them if you would like to.
Twelfth section:
Other services. Anything else you do – add that here. I also do decluttering, hoarding work, and work that I call extra care cleaning. This client might not need any of those servies but this is a little bit of marketing – tell everyone how you can help people!
And finally, I say this:
“We aim to build the best possible client/cleaner relationshiop with you. If you ever have any questions, concerns or requests please don’t hesitate to talk to us. I look forward to working with you”… and I sign off with my name (Grace) and my business name:
Phew, that was a bit of an epic wasn’t it?! It seems like a lot, but if you break it down like this you’ll get through it. And once it’s done, it’s done. Good, clear, professional but firm and friendly communication – in my opinion it’s one of the things that makes running our cleaning business easier, smoother and less stressful.
And if you get stuck, or feel you can’t do this? Stick the headers and a good description of your business, your name etc into ChatGPT or anothe ai. BUT – and this is important – re-write whatever it produces for you. People who use ai can spot things it’s written, a mile off. I am an absolute advocate for using tools like ai in our cleaning businesses but when it comes to client communication it’s essential that our clients feel 110% trust for us. Ai content is a trust killer in my opinion! But thats a whole different blog post ?…
Once you’ve got these fabulous bespoke terms and conditions written up – be sure to get them in front of your client’s eyes! I print this out (1.5 sides of A4 for mine), and I leave it with clients, usually at the first meeting. That way they can’t claim to have not seen it! I’ve seen many social media posts of T&Cs but the chance every one of your clients will see you Instagram posts seems pretty slim to me…
And details like this can set our business apart from others. It’s confident, clear, professional. I’d leave a copy with a client at the first meeting even if they haven’t yet decided to take me on – this clarity and open approach can help show them you’re the right cleaner for them. It builds trust.
Right lovely cleaners. I am going to rush this post out and come back and make it prettier and probably sort a load of typos later… Sunday afternoon and I must go back to mum mode!
Happy cleaning!
Grace xx