No Cancellation & Delivery Policy

A. Due to limited availability, we kindly ask that you cancel your appointment at least 48 hours in advance. This allows us to better accommodate our clients. You can cancel by calling 0800 043 0132. If you must cancel within the 48-hour window, we offer a credit to your account, but we do not provide refunds. You can use these credits towards future appointments. However, failure to cancel prior to the 48-hour mark will result in forfeiture of the payment for the appointment. The owner reserves the right to exercise flexibility in this matter.

B. Cancellations made 7 days or more before the appointment date will receive a full refund. Cancellations made within 3 to 6 days will incur a 20% fee. Cancellations made within 48 hours of the appointment will incur a 30% fee.

C. We understand that holding a spot means reservations for this appointment are nonrefundable. If the assigned cleaner is unable to attend, we will arrange for a different cleaner for your booking.

1. Cleaning Services
A. Subject to the terms of this Agreement, MODERN HOME SHIELD UK LIMITED agrees to provide cleaning services (the “Service”) to the Customer at an address specified by the Customer (the “Premises”). B. The Service will include cleaning duties as agreed upon by the Customer and MODERN HOME SHIELD UK LIMITED at the time of booking. C. MODERN HOME SHIELD UK LIMITED is committed to providing the Service faithfully, diligently, and in a timely and professional manner.

B. The Service will be for such cleaning duties as agreed to by the Customer and MODERN HOME SHIELD UK LIMITED at the time of booking. C. MODERN HOME SHIELD UK LIMITED endeavours to provide the Service faithfully, diligently and in a timely and professional manner.

2. Additions and Amendments
Any alterations to the Service must be approved by MODERN HOME SHIELD UK LIMITED before commencing any work. If the Customer requires additional services or modifications during the Service, they must contact MODERN HOME SHIELD UK LIMITED Administration/Management by telephone, unless management is present on-site, who may decide to provide the additional service/s at their absolute discretion. The Cleaner is not authorized to agree to any changes or modifications to the Service without consulting MODERN HOME SHIELD UK LIMITED management first. The Customer should not request such changes directly from the Cleaner. If MODERN HOME SHIELD UK LIMITED attends a job site under the assumption that a job has been confirmed by a client and the services are no longer needed or warranted without at least 24 hours’ notice, MODERN HOME SHIELD UK LIMITED may, at its sole discretion, impose a call-out fee.

3. Customer Representations and Warranties
The Customer assures and guarantees that:
A. They will provide a safe working environment at the Premises for the Cleaner to carry out the Service; B. The Cleaner will have unhindered and clear access to those areas of the Premises requiring the Service;
C. They will grant the Cleaner access to all necessary services and utilities (including hot and cold water, electricity, and rubbish bins) required to perform the Service;
D. Any cleaning equipment and materials provided by the Customer are safe, have not been tampered with, and are in good working condition;
E. The Customer will inform MODERN HOME SHIELD UK LIMITED before the Service begins of any hazards, slippery surfaces, risks, ingrained dirt, grease, or grime at the Premises;
F. The Customer authorizes MODERN HOME SHIELD UK LIMITED to utilize the Premises to provide the Service;
G. If the Customer requires the Cleaner to clean behind or under any heavy items (e.g. a fridge, bookshelves, or other furniture), they will move those items before the Service commences;
H. The Customer will secure or remove any fragile, delicate, breakable, or valuable items, including cash, jewellery, works of art, antiques, or sentimental items before the Service commences.
I. The Customer will ensure the property is fully vacated before our cleaner arrives for bond/exit cleans.
4. Health and Safety Risk
In addition to the obligations and assurances outlined in section 3 above, the Customer acknowledges and agrees that:
A. The Cleaner has the right to conduct a job safety analysis before commencing any work to evaluate health and safety risks at the Premises. Should there be any windows above the height of 2m, special equipment may be necessary, which will be provided at the Customer’s expense if required for the service.
B. The Cleaner may, either before or during the provision of the Service, refrain from using or discontinue the use of any materials or cleaning equipment provided by the Customer if, in their absolute discretion, they believe that using such materials or equipment poses a health and safety risk.
C. The Cleaner may, either before or during the provision of the Service, refrain from providing or discontinue the provision of the Service if, in the absolute discretion of the Cleaner, carrying out the Service poses a health and safety risk.
D. Any form of abuse or assault, whether verbal or physical, directed at our staff will not be tolerated, and legal action or criminal prosecution will be pursued against any Customer or third party found to be in violation of this provision.

5. No Engagement of Cleaners
A. The Customer recognises that MODERN HOME SHIELD UK LIMITED invests significant resources in recruiting, selecting, and training its Cleaners. Without prior written permission from MODERN HOME SHIELD UK LIMITED, the Customer must not, directly or indirectly, engage, employ, or contract with any Cleaner to provide domestic services to the Customer or any associate of the customer during the period in which services are provided by MODERN HOME SHIELD UK LIMITED, and for a period of up to 2 years after the conclusion of commercial Service.
B. The Customer acknowledges that a breach of this clause by the Customer may result in loss and damage to MODERN HOME SHIELD UK LIMITED, including but not limited to consequential loss.

6. Job Quotations
A. The actual price payable by the Customer is determined based on the size of the property.

B. Any price quoted by MODERN HOME SHIELD UK LIMITED is an estimate only, relying on MODERN HOME SHIELD UK LIMITED’s experience, without inspection, and based on information provided by the Customer via phone, online websites, or email correspondence. Subject to this clause, quotes remain valid for 30 days from the date of the quote and are only confirmed after an inspection of the premises is conducted.

C. If it becomes apparent at the start or during the provision of the Service that the actual cost will exceed the quoted amount, MODERN HOME SHIELD UK LIMITED will offer the Customer the choice to pay an increased fee to complete the Service, or pay the quoted amount without the completion of the Service. If our office staff are unable to reach the Customer, the Service will conclude at the pre-stated time advised in the estimate given or at the time of booking. MODERN HOME SHIELD UK LIMITED, however, reserves the right to make an informed decision on the client’s behalf regarding the completion or termination of services if terminating the service may affect the client’s chance of receiving their bond refund.

D. The Customer must provide secure parking. Any parking costs must be disclosed to office staff at the time of booking and covered by the Customer. If our cleaners incur a parking charge, this will be passed on to the client.

E. One room is considered no larger than 16 m². Lounge and dining room are charged as 2 rooms. Hallways over 4m are considered as 1 room, and those longer than 8m will be quoted on the day. MODERN HOME SHIELD UK LIMITED reserves the right to charge for additional cleaning and will advise at the start of each job whether this applies. Pricing over the phone is not guaranteed until a visual inspection occurs on the day. MODERN HOME SHIELD UK LIMITED also reserves the right to refuse a job and will discuss the price before any work is carried out. While we strive to remove all stains, no guarantee can be provided for the complete removal of any stain. Drying times for carpet cleaning depend on good ventilation, and MODERN HOME SHIELD UK LIMITED does not guarantee the actual drying time of cleaned items or carpets.

F. Free services are provided as-is; no refunds will be given if MODERN HOME SHIELD UK LIMITED cannot attend for any reason, or if there are complaints regarding stains or inadequate cleaning.

G. MODERN HOME SHIELD UK LIMITED will only transport machinery up one flight of stairs where a lift is unavailable, but no further.

H. If fleas are present at the property, MODERN HOME SHIELD UK LIMITED will not be liable for carpet cleaning in any rooms. Additionally, MODERN HOME SHIELD UK LIMITED reserves the right to refuse to complete the job, incurring a fee for time incurred.

7. Bookings
A. The Customer can make a booking via telephone, email, or on the MODERN HOME SHIELD UK LIMITED website or affiliated trading sites. However, any booking made on the website will only be confirmed upon completion of a phone call, email confirmation, and reply to that email.

B. Upon booking, the Customer must provide details of any hazards, slippery surfaces, risks, or ingrained dirt, grease, or grime located at the Premises.

C. MODERN HOME SHIELD UK LIMITED provides all quotations at the time of booking in good faith and based on the information provided by The Customer. However, if any information is omitted during quoting, MODERN HOME SHIELD UK LIMITED reserves the right to adjust the price of The Service accordingly.

D. The Customer agrees to furnish MODERN HOME SHIELD UK LIMITED with their valid credit card details at the time of booking or on the day of the service. They also authorize MODERN HOME SHIELD UK LIMITED to debit any card with an amount equal to any service and/or cancellation fees applicable under this Agreement.

E. MODERN HOME SHIELD UK LIMITED reserves the right to decline a booking at its sole discretion.

F. The Customer must notify MODERN HOME SHIELD UK LIMITED at the time of booking if they have special requirements related to allergies or issues with specific cleaning products, and alternative arrangements can be made prior to the service taking place.

8. Payment Terms
A. The Customer agrees to settle the estimated price quoted by MODERN HOME SHIELD UK LIMITED in full prior to or at the Service Time, unless otherwise agreed in advance with MODERN HOME SHIELD UK LIMITED.

B. If payment has not been made by the Service Time, MODERN HOME SHIELD UK LIMITED will make reasonable efforts to contact the Customer for payment. If MODERN HOME SHIELD UK LIMITED cannot reach the Customer or if payment is not received by the Service Time, the Service will be considered cancelled by the Customer, and the Customer must pay any applicable cancellation fees or charges as outlined in Section 2.

C. If the customer fails to make payment and the services have been rendered, MODERN HOME SHIELD UK LIMITED reserves the right to impose a 9% surcharge during the first 5 days, with the possibility of pursuing legal action thereafter.

D. Payments may be made via credit card, bank transfer, or in cash.

E. Payments for One-Off cleaning jobs must be settled in cash or via credit card payment. Failure to make payment on the day will result in a 9% surcharge. If payment is not received within 5 working days, MODERN HOME SHIELD UK LIMITED reserves the right to involve a debt collection agency. If a customer opts to pay by credit card for a One-Off job, details must be provided upon phone confirmation from MODERN HOME SHIELD UK LIMITED, and payment will be processed after the customer confirms satisfaction with the Service provided.

F. If cleaners have already attended the property and completed cleaning, but the Customer cancels for any reason, MODERN HOME SHIELD UK LIMITED will refund or charge the Customer’s credit card for the number of hours the cleaners were present, along with a cancellation fee.

9. VAT
A. Unless stated otherwise, all prices and quotations are inclusive of VAT. B. If VAT is applicable to any supply made to the Customer under this Agreement, the amount payable by the Customer for that supply (Original Amount) will be adjusted accordingly upon receipt of a valid tax invoice. This adjustment ensures that MODERN HOME SHIELD UK LIMITED retains the Original Amount plus any VAT amount.

10. Late Payment Fee
A. If MODERN HOME SHIELD UK LIMITED agrees to invoice the Customer for payment of fees after the Service has been completed, the Customer undertakes to settle all fees due in full within 7 days of the invoice date.

B. In addition to the amounts specified above, the Customer agrees to indemnify MODERN HOME SHIELD UK LIMITED for all legal costs (on a solicitor and own client or full indemnity basis, whichever is greater) and other expenses incurred by MODERN HOME SHIELD UK LIMITED in connection with any demand, action, or other proceeding (including mediation, out-of-court settlement, or any action taken for debt recovery from the Customer) arising from a breach of these terms, including the Customer’s failure to pay an amount by the due date.

C. MODERN HOME SHIELD UK LIMITED reserves the right to report any non-payment to a collection agency and/or, at its sole discretion, to the Rental Tenancies Authority (RTA) or the Customer’s property agent. Such action may impact the Customer’s credit rating and/or ability to secure rental properties in the future.

11. Non-appearance
If a Cleaner fails to arrive at the Premises within 2 hours of the scheduled Service Time and does not provide the requested Service, MODERN HOME SHIELD UK LIMITED will offer the Customer either:
A. A full refund of payments made by the Customer; or

B. An opportunity to reschedule the Service for another time mutually agreed upon between the Customer and MODERN HOME SHIELD UK LIMITED.

12. Complaints
If the Customer is dissatisfied with the Service provided for any reason, they must notify MODERN HOME SHIELD UK LIMITED within 3 Business Days of the Service completion. Failure to do so will result in MODERN HOME SHIELD UK LIMITED not guaranteeing or rectifying the service. While MODERN HOME SHIELD UK LIMITED strives for 100% customer satisfaction, it reserves the right to re-attend up to 7 business days after the complaint is made. However, if real estate or management allows only 48 hours for MODERN HOME SHIELD UK LIMITED to attend the property, no refund will be provided.

MODERN HOME SHIELD UK LIMITED will only return free of charge for services where a full service has been completed. The Customer bears the responsibility for property access and must provide our cleaners with a detailed list of required rectifications upon their arrival. Furthermore, it is mandatory for either the managing agent or the client to be present at the property and sign off on the rectification clean once they are satisfied. Failure to adhere to these requirements will deem any rectification clean complete.

MODERN HOME SHIELD UK LIMITED may, at its discretion, offer the Customer one of the following options:

A. A partial or full refund;
B. Re-supply of the Service without charge;
C. Any other remedy deemed appropriate by MODERN HOME SHIELD UK LIMITED.

13. Exclusions and Limitations
A. The only conditions and warranties that are legally binding on MODERN HOME SHIELD UK LIMITED regarding the state, quality, or condition of goods and services supplied to Customers are those mandated by statute (including the Trade Practices Act 1974).

B. To the extent permitted by law, MODERN HOME SHIELD UK LIMITED’s liability, if any, is, at its discretion, limited to and entirely discharged by the resupply of the Service. MODERN HOME SHIELD UK LIMITED shall not be held responsible for:

• Failing to complete or provide the Service due to a breach of our Customer Service Agreement by the Customer (including failure to provide proper materials, cleaning equipment, utility services, a safe working environment, or unobstructed access to the Premises);
• Damages caused by defective cleaning materials or equipment provided by the Customer;
• Failing to complete or provide the Service due to the cleaner’s inability to proceed for health and safety reasons;
• Any loss or damage incurred by the Customer or any third party due to force majeure, which refers to events beyond the reasonable control of MODERN HOME SHIELD UK LIMITED;
• Failing to complete or provide the Service due to an act or omission of the Customer or any other person present at the Premises during the provision of the Service;
• Pre-existing dirt, wear, damage, or stains that cannot be entirely cleaned or removed;
• Any wear or discoloration of fabric or surfaces becoming more noticeable once dirt has been removed;
• Loss incurred as a result of breakage or damage to goods, valuable items (including antiques, sentimental items), or the Premises;
• The cost of key replacement or locksmith fees, unless keys were lost by MODERN HOME SHIELD UK LIMITED staff members;
• Except as provided in this clause, all implied conditions and warranties regarding the state, quality, or condition of the Service, which may otherwise be binding, are excluded.
• The Customer acknowledges that the results of any services provided may vary depending on various factors (including materials used, equipment provided, time elapsed since the Premises was last cleaned, and the nature of cleaning required), and MODERN HOME SHIELD UK LIMITED gives no guarantee as to the actual results regarding certain marks and/or stains.

14. Indemnity
The Customer agrees to indemnify MODERN HOME SHIELD UK LIMITED against:
A. All losses or liabilities, whether direct or indirect, arising from the provision of the Service, including those resulting from a breach of the Customer’s warranties as outlined in the clause.

B. All legal costs (on a solicitor and own client or full indemnity basis, whichever is greater), as well as other expenses incurred by MODERN HOME SHIELD UK LIMITED in connection with any demand, action, arbitration, or other proceeding (including mediation, compromise, out-of-court settlement, or appeal, and including any action taken for debt recovery from the Customer).

15. Accidents, Breakage, Damage & Theft
A. The Customer must promptly notify MODERN HOME SHIELD UK LIMITED of any accidents, breakages, property damage, or theft caused by the Cleaner within 24 hours of the Service completion and may need to contact the local authorities if necessary.

B. In accordance with legal provisions, the Customer forfeits any entitlement to claim loss for such incidents if they fail to report them to MODERN HOME SHIELD UK LIMITED within 24 hours of the Service completion.

C. Under these terms and conditions, MODERN HOME SHIELD UK LIMITED is specifically exempt from liability for damage or loss to certain items, including cash, jewellery, art, antiques, and sentimental items, to the extent permitted by law.

16. Cancellation Fees
A. The Customer must notify MODERN HOME SHIELD UK LIMITED at least 24 hours before the scheduled Service Time if they intend to suspend, postpone, alter, or cancel the Service for any reason.

B. If such notice is given, MODERN HOME SHIELD UK LIMITED will make efforts to rearrange the Service as necessary.

C. If the Customer fails to provide 24 hours’ notice before the Service commencement, they agree to pay a cancellation fee equivalent to 2 hours of cleaning (inclusive of GST) to cover administrative costs and losses. This fee may be charged at the sole discretion of MODERN HOME SHIELD UK LIMITED.

17. Fee for Non-access to Premises
A. If the Customer fails to provide unobstructed access to the Premises for MODERN HOME SHIELD UK LIMITED or its Cleaners to carry out the Service, the Customer agrees to pay a cancellation fee equivalent to 2 hours of cleaning (inclusive of VAT) to cover administrative and travel expenses. While the collection of keys or key cards to access the property is allowed, it is at the discretion of the Cleaners and at the expense of the Customer.

18. Fix Up/Free Re-Visit Conditions
A. One complimentary fix-up or free re-visit will be provided, based on the supplied list from the customer.

B. The Customer is required to be present at the property after the completion of any service, while the staff are still on-site, to prevent the need for a fix-up. They should sign the provided job sheet paperwork if satisfied.

C. If the Customer is unable to attend the fix-up or signs off on a service they later deem unsatisfactory, no second visit will be offered free of charge, and standard rates will apply.

D. For other one-off jobs where the customer has been present at the completion but remains unsatisfied, a supervisor will inspect the cleaner’s work. If it’s found unsatisfactory, a free fix-up will be provided. No fix-up will be offered for one-off jobs where the customer hasn’t inspected the work while the cleaners are present, and MODERN HOME SHIELD UK LIMITED accepts no third-party liability.

E. If the estimated time provided by office staff at the time of booking is insufficient to complete the service for any reason, staff will contact the Customer. If the Customer declines the request for additional time, cleaners will complete as much as possible within the specified time. Fix-up services will only be available for rooms where the service has been performed and not for others.

19. Termination
A. The Customer may terminate this Agreement by giving at least 24 hours’ notice before the Service Time.

B. MODERN HOME SHIELD UK LIMITED may terminate this Agreement by giving the Customer at least 24 hours’ notice before the Service Time.

C. MODERN HOME SHIELD UK LIMITED may terminate this Agreement immediately if the Customer breaches this Agreement, and MODERN HOME SHIELD UK LIMITED believes that the breach cannot be rectified.

20. Privacy Policy
A. The Customer acknowledges that any information provided may be utilised by MODERN HOME SHIELD UK LIMITED for the purpose of rendering the Service. MODERN HOME SHIELD UK LIMITED agrees not to disclose any information provided by the Customer to any third party not directly involved in the provision of the Service, unless compelled to do so by law.

B. The Customer consents to MODERN HOME SHIELD UK LIMITED communicating with them electronically and/or via other means for the purpose of providing the Service or for matters related to the provision of the Service.

C. MODERN HOME SHIELD UK LIMITED will take all reasonable measures to safeguard personal information provided by the Customer from loss, misuse, unauthorised access or disclosure, alteration, or destruction.

D. Our website employs cookies to analyse website traffic and enhance the visitor’s browsing experience. A cookie is a small file stored in your web browser that collects information about your browsing behaviour. Cookies do not access information stored on your computer or any personal details (e.g. name, address, email address, or telephone number). While most web browsers automatically accept cookies, you have the option to reject cookies by adjusting your browser settings. Cookies obtained from this website may be utilised to display relevant advertisements to visitors through third-party services like Google Adwords. These advertisements may appear on this website or other websites you visit.

21. Changes to this Agreement
A. MODERN HOME SHIELD UK LIMITED reserves the right to update or amend these terms and conditions without prior notice by posting an updated agreement on its website. Each updated agreement becomes effective 24 hours after publication.

B. The Customer agrees that any use of the Service after such changes, whether for a single job or as part of a regular cleaning schedule, constitutes acceptance of the revised terms and conditions.

22. Law & Jurisdiction
A. The Customer and MODERN HOME SHIELD UK LIMITED acknowledge and agree that this Agreement shall be construed and interpreted in accordance with the laws of the United Kingdom. Both parties agree to submit

23. Severability
A. The Customer agrees that if any term or provision is deemed invalid, void, or unenforceable, then that provision will be considered separately enforceable, and the remaining terms and provisions shall remain binding.

24. Copyright: The content of this Agreement is protected by international copyright laws and may be used for personal reference only. Without the prior written permission of MODERN HOME SHIELD UK LIMITED, copying, altering, reproducing, publishing, transmitting, and/or distributing this content is strictly prohibited, subject to applicable law

25. Other: MODERN HOME SHIELD UK LIMITED bears no responsibility for any loss, damages, or injuries sustained by the customer while on-site. MODERN HOME SHIELD UK LIMITED considers the site where work is being carried out to be unsafe, slippery, and/or incomplete until the work has been fully completed and signed off by the attending staff. Customers are entitled to inspect the property once all work is finished and deemed safe by MODERN HOME SHIELD UK LIMITED at our convenience. MODERN HOME SHIELD UK LIMITED accepts no liability for its contractors or subcontractors in any manner. MODERN HOME SHIELD UK LIMITED reserves the right to report non-payment of services to the Police or a credit reporting agency at its discretion. MODERN HOME SHIELD UK LIMITED retains the right to review its customer service agreement at any time and make necessary changes.