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Terms and Conditions

Last Updated: 23 February 2026

We reserve the right to update these Terms and Conditions at any time. The latest version will always be available on our website.

Gorilas Ltd (Trading as Lina Cleaners)
Manchester, United Kingdom, M18 8QB
Email: info@linacleaners.co.uk
Phone: 0161 3995 485

By using our website and/or making a booking via email, phone, or online, you agree to be bound by these Terms and Conditions.
If you do not agree, please do not use our services.

1. PAYMENT TERMS

1.1 Payment must be made before the cleaning service begins unless otherwise agreed in writing.

1.2 All quotations are based on the information provided at the time of booking and the average condition of the property.

1.3 If, upon arrival, the property condition differs significantly from the description provided, the price and/or duration may be adjusted. Any changes will be discussed and agreed before work begins.

1.4 If a revised quotation is declined, the booking may be cancelled and a call-out/travel fee of £50 may be deducted before any refund is processed (refunds issued within 5 business days).

1.5 Prices include cleaning materials and equipment unless otherwise stated.

2. SCOPE OF SERVICES

2.1 Regular and Deep Cleaning services include standard interior cleaning such as:

  • Dusting

  • Vacuuming

  • Mopping

  • Kitchen surface cleaning

  • Bathroom sanitisation

  • General tidying

2.2 The following services are considered additional extras and are only included if explicitly listed on the invoice:

  • Carpet cleaning

  • Oven cleaning

  • Upholstery cleaning

  • Mattress cleaning

  • External window cleaning

  • Waste removal

2.3 Personal organisation, decluttering, or arranging belongings is not included in any cleaning package.

3. OCCUPIED PROPERTIES – CLIENT RESPONSIBILITY

3.1 For deep cleaning in occupied properties, clients must remove all personal belongings, food items, and contents from cupboards, shelves, and fridges prior to the service.

3.2 Fridge/freezers must be emptied and defrosted before cleaning.

3.3 If items remain in areas requiring cleaning, those areas may be excluded or subject to additional charges.

4. ACCESS, UTILITIES & PROPERTY CONDITIONS

4.1 The customer must provide safe and timely access to the property at the agreed time.

4.2 Running water, electricity, and adequate lighting must be available.

4.3 Failure to provide access or utilities upon arrival will result in a £50 call-out fee.

4.4 Parking must be provided by the customer. Any parking charges, permits, congestion charges, or penalties must be covered by the client.

4.5 If the property is located in a congestion or low emission zone, the charge will be added to the invoice.

5. HEALTH & SAFETY

5.1 Customers must inform us of:

  • Pets

  • Hazardous conditions

  • Chemical sensitivities

  • Structural issues

5.2 For deep cleaning, oven cleaning, and carpet cleaning, we strongly recommend that clients vacate the property during the service due to the strength of professional cleaning products, to avoid respiratory irritation, slips, or other health risks.

5.3 Our operatives are not permitted to:

  • Lift items over 20kg

  • Work at unsafe heights

  • Use unstable ladders

  • Move heavy appliances

5.4 We reserve the right to refuse service if conditions are unsafe.

6. CANCELLATIONS & RESCHEDULING

6.1 Cancellations or rescheduling must be made at least 48 hours before the scheduled appointment.

6.2 Cancellations made within 48 hours will incur a 30% cancellation fee.

6.3 Failure to provide access on arrival will result in a £50 missed appointment fee.

7. INSURANCE & LIABILITY

7.1 Lina Cleaners holds full Public Liability Insurance.

7.2 Any damage must be reported within 48 hours of service completion.

7.3 We are not liable for:

  • Pre-existing damage

  • Normal wear and tear

  • Stains that cannot be removed using industry-standard methods

  • Shrinkage of carpets due to poor fitting

  • Colour loss revealed during cleaning

  • Faulty appliances or installations

  • Cash, jewellery, artwork, or sentimental items

7.4 Liability is limited to the current market value of the damaged item and applies only once full payment has been received.

7.5 Lina Cleaners must be given the opportunity to inspect and rectify any issue before third-party contractors are engaged.

 

8. END OF TENANCY & DEEP CLEANING

8.1 All personal belongings must be removed prior to service.

8.2 Waste removal is not included unless pre-booked and confirmed in writing.

8.3 Larger-than-standard rooms (e.g. bedrooms over 20m² or living areas over 40m²) may incur additional charges.

8.4 Wall washing, mould removal, curtains, blinds, and small electrical appliances (such as kettles, toasters, and microwaves) are excluded unless specifically added at booking.

8.5 Carpet cleaning, upholstery cleaning, mattress cleaning, oven cleaning, and external window cleaning are considered additional services and are only included if explicitly listed on the invoice.

8.6 Minimum Call-Out Charge (Direct Clients)
Our minimum call-out charge for Deep Cleaning and End of Tenancy Cleaning services for direct residential clients is £120.

8.7 This minimum charge applies regardless of the size or scope of the job. For example, if only one kitchen and one bathroom require cleaning (excluding oven cleaning or any specialist services), the minimum call-out fee of £120 will apply. The minimum charge covers professional equipment, materials, labour, travel time, and operational costs.

8.8 Minimum call-out charges for agency, commercial, or contracted clients may differ and will be agreed separately in writing.9. CLEANING GUARANTEE

9.1 End of Tenancy Cleaning includes a 72-hour re-clean guarantee.

9.2 The guarantee applies only if:

  • The property has not been occupied

  • No further work has been carried out

  • Issues are reported within 72 hours

9.3 The guarantee does not cover additional services such as carpet or upholstery cleaning unless stated.

9.4 No refunds are issued once the service is completed.

10. SUBCONTRACTORS

We reserve the right to use vetted and trained subcontractors who operate to Lina Cleaners standards.

11. LATE PAYMENTS

11.1 Late payments may incur administration fees.

11.2 Persistent non-payment may result in referral to debt recovery agencies and may affect credit rating in accordance with UK regulations.

12. FORCE MAJEURE

We are not liable for delays or failure to perform services due to events beyond our control, including extreme weather, transport disruption, flooding, or other emergencies.

13. PRIVACY POLICY

We process personal data in accordance with UK GDPR.
Client details are used solely for service delivery, billing, and communication purposes.
We do not sell or share personal data with third parties except where legally required or for payment processing.

14. GOVERNING LAW

These Terms and Conditions are governed by the laws of England and Wales.
Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.