Terms of service

These terms apply to cleans booked with KeyBack Cleaning ("we"), run by . Last updated 19 October 2026.

The service

We provide end-of-tenancy cleaning of residential properties in Doncaster to the checklist shown on our website. Cleans are carried out by self-employed cleaners we have vetted (photo ID, right to work in the UK and a basic DBS check).

Prices and payment

Prices are fixed by property size and extras as shown when you book. A deposit of 30% is taken by card at booking through Stripe. The balance is due once the clean is finished and has passed our photo check; we email you a payment link. We don't store your card details.

Access and the property

You must give us lawful access to the property for the booked slot and tell us how the cleaner gets in. The property should be empty of belongings unless you booked "Furnished property". Running water and electricity must be on. If the cleaner can't get in or the property is not as described (for example, much larger, heavily soiled beyond normal use, or still full of belongings), we may charge the deposit, adjust the price with your agreement, or rebook.

Cancelling or moving your clean

Cancel or move more than 48 hours before your slot and we refund your deposit in full or move it for free. Within 48 hours, the deposit is non-refundable because the cleaner has reserved the day. If we have to cancel, you get a full refund.

Our re-clean guarantee

If you, your landlord or your letting agent find an item on our checklist that wasn't done properly, tell us within 72 hours of the clean, with a photo if possible. We'll come back and re-clean those areas free of charge. This is our remedy for missed items; we can't guarantee the outcome of a deposit decision, which is up to your landlord or deposit scheme.

What isn't included

Permanent stains, damage, mould that needs treatment, wear and tear, outside windows above ground floor, and removal of belongings or bulky waste are not included unless booked as an extra.

Damage and liability

We hold public liability insurance. Tell us within 48 hours of the clean if you think something was damaged, with photos, and we'll deal with it fairly. Nothing in these terms limits your rights under the Consumer Rights Act 2015.

Photos

Cleaners take before and after photos to check the work. We share them with you on request and keep them for 6 months, then delete them. See our privacy notice.

Our booking assistant

Quotes, bookings and messages are handled by an AI assistant working within these terms. It can't change prices or agree refunds; those decisions are made by . You can always ask to speak to a person.

Complaints

Email hello@keybackcleaning.co.uk or call us. We aim to resolve complaints within 7 days.