Terms and conditions | Pro Cleaning Woking

Last updated: 30 October 2026.

Please read these terms and conditions carefully before you use our website or book a service. By booking a service with us, you agree to be bound by the terms below. We may change these terms from time to time, without prior notice, by posting the new version on this website.

Who these terms are with

Pro Cleaning Woking is a trading name of PROCARSWOKING LIMITED (registered in England and Wales, company number 10715306, registered office 4 Monument Road, Flat 1, Humberstone Court, Woking, England, GU21 5LX). These terms are between you and PROCARSWOKING LIMITED, and they cover all our services: domestic cleaning, deep cleaning, end of tenancy cleaning, carpet and upholstery cleaning, oven cleaning, window cleaning and office and commercial cleaning.

Pricing

All quotes are given on the basis of national average room sizes.
We reserve the right to change the quotation on site if bedrooms are larger than 12 square metres, living rooms are larger than 15 square metres, hallways are larger than 4 square metres, rugs are larger than 12 square metres, or if bathrooms and kitchens are larger than described.
We also reserve the right to change the price estimate on site if the condition of the property is different from the one described when you made the booking, or if your original requirements have changed.
One-off, spring, deep, move-in and after-party cleans are all charged at the same hourly rate. Current rate: From £28 per hour. Our other prices are on our prices page.
Windows are not part of a one-off clean. If you would like them cleaned, ask us about window cleaning, which we quote for each job, or about adding some windows to a spring or deep clean.

Cleaning products and equipment

We bring the cleaning products and equipment for every job. If you would like particular products used, such as bio products, or your own products used instead, tell us when you book.

Access

You must give us access to the property when the service is due to be carried out. If you are not available at the appointed time, you are responsible for making sure we can get the keys to the property.
Running water and electricity must be available in the property where the cleaning is to be carried out.

Payment

Payment is to be made by card or bank transfer at the time you book the service, unless we confirm a different payment method. To hold a slot for the service, a payment must be made, whichever payment method is confirmed.
If a bank transfer has been agreed, it must be completed no later than 24 hours after the booking. We reserve the right to cancel an appointment if no payment has been received.
Your card may be charged for the full price of the service immediately when you book, or at any time before the service begins. All card payments for regular cleaning are subject to the same conditions.
We reserve the right to cancel a booking if the service is not secured.

Your right to cancel

If you book by phone, online or by email, you have 14 days from the day we confirm your booking to cancel it, without giving a reason. To cancel, tell us by email at office@procleaningwoking.com or by phone on 01483 773531.

If you want us to start work within the 14 days, you must ask us to in writing (an email is fine). If you then cancel, you pay only for the work already done, in proportion to the full price. If you ask us to start within the 14 days and we complete the service in that time, you lose the right to cancel.

If you cancel within the 14 days, we will refund what you paid, less any amount for work already done, within 14 days of you telling us.

Changes and cancellations

The charges in this section apply to changes and cancellations made after the 14 days in “Your right to cancel” have ended. If you cancel within the 14 days, you pay only as set out in that section.

Changes to a booking

You can change an appointment by email, by writing to us or by phone on 01483 773531. You can also use our contact page.

Early changes

An appointment can be rescheduled, amended, changed to a different service or cancelled without any charge, as long as you give us the notice that the charges below allow for. If the service is changed to a different one, the rate may be higher or lower than the one quoted before.

Cancellation charge

A cancellation charge applies when you cancel a booking. It is worked out as follows:

For regular cleaning booked more than 48 hours before the appointment time, if you cancel with less than 48 hours’ notice, the cancellation charge is £25.
For regular cleaning that had a voucher or discount and was described as non-cancellable, non-refundable or subject to full price cancellation or rescheduling charges, the cancellation charge is £25.
For all our other services booked more than 48 hours before the appointment time, if you cancel with less than 48 hours’ notice, the cancellation charge is 100% of the price of the service.
For all our other services that had a voucher or discount and were described as non-cancellable, non-refundable or subject to full price cancellation or rescheduling charges, the cancellation charge is 100% of the price of the service.

Rescheduling charge

A rescheduling charge applies when you change the time of an appointment with less than 48 hours’ notice. It is worked out as follows:

For regular cleaning booked more than 48 hours before the appointment time, if you change the time with less than 48 hours’ notice, the rescheduling charge is £25.
For regular cleaning that had a voucher or discount and was described as non-cancellable, non-refundable or subject to full price cancellation or rescheduling charges, the rescheduling charge is £25.
For all our other services booked more than 48 hours before the appointment time, if you change the time with less than 48 hours’ notice, the rescheduling charge is 50% of the price of the service.
For all our other services that had a voucher or discount and were described as non-cancellable, non-refundable or subject to full price cancellation or rescheduling charges, the rescheduling charge is 50% of the price of the service.

No show, delay or inability to provide a service

If you do not give us 1 day’s notice that a service needs to be cancelled, or you cancel on the spot (including because the access terms above cannot be met), you will be charged a no show fee equal to 100% of the total price of the service. It covers our administration and organisation costs and our losses from being unable to provide the service you reserved.
If our cleaners do not arrive within 2 hours of the scheduled time without telling you, or we cancel an appointment before the service time for reasons within our control, we offer a discount of up to 50% off the final price of the service.

Reducing or waiving a charge

We will never charge more than the loss we actually suffer, and we will always try to fill the slot. If we can, we will reduce or waive the charge.

Changes at the time of the service

If, at the time of the service, our cleaners or you decide that the booking needs to change, you can make the change and pay any additional charge. We will quote the charge in pounds, and it may be higher or lower than the rate quoted before.
If either side disagrees with the new quote for any reason, the service can be cancelled with no cancellation fee for either side.

Complaints and damage claims

We do not consider refund claims once the service has been completed and the team has left the property, unless we say otherwise.
We treat every service as provided to the standard you would expect unless you tell us otherwise within 24 hours of the service. We investigate every complaint and aim to resolve it to your satisfaction or to a standard we consider reasonable.
You must allow us a re-clean or an inspection of any work you consider unsatisfactory before you arrange for anyone else to do the work.
If damage has been shown to be caused by us and you tell us within 24 hours, we will either repair the item or, if it cannot be repaired, compensate you with the item’s current cash value.
We may ask for access to a property where a problem has occurred within 24 hours of the service, to investigate and try to resolve it.
Our cleaners should be allowed to take photographs of the damaged areas or items.
We recommend that you put away any items of special value, whether monetary or sentimental, or tell us not to clean them.
We advise you not to put any furniture on a carpet that is not completely dry. We are not liable for any damage this may cause.
We are not responsible for existing damage to your property that cannot be cleaned or repaired by our cleaners using standard methods.
We are fully insured and covered for every job we agree to take.
Our cleaners will do their best to clean kitchen appliances. If an appliance has not been cleaned regularly or has existing damage, we are not liable for items that cannot be cleaned using standard methods.
If you want your fridge or freezer cleaned, you are responsible for emptying and defrosting it in advance.

Regular domestic cleaning

Payment is to be made by card or bank transfer when you book the service. If an agreed account is used for payments, your name, address and postcode should appear in the reference field.
If you want to meet the cleaner in advance, this will be done on the same day as the service, to avoid charging extra travel costs.
The service will be carried out on the same day and at the same time each week or fortnight, unless we have agreed otherwise.
Because of our limited schedule, we are not usually able to reschedule regular appointments.
We need more than 48 hours’ notice of any postponement or cancellation. If you do not give it, a cancellation fee of £25 (or 50% of the price of the service, whichever is lower) applies.
Each regular appointment is charged at least the minimum charge of £60 per visit, and a minimum of 2 services must be provided. Cancelling after the first service, even with 48 hours’ notice, results in a cancellation fee equal to 100% of the price of the service.
“Your right to cancel” and “Reducing or waiving a charge” above also apply to these fees.

Special offer conditions

A promotional offer cannot be combined with other offers or discounts.
A promotional offer does not apply to minimum charges.
If you have any questions about these offer conditions, please contact us.

Questions about these terms? Call 01483 773531. To see how we use your personal information, read our privacy policy.