Terms & Conditions

Last updated: November 2026

These terms apply to all cleaning work carried out by Clear Skye Cleaning. By paying a deposit, you are agreeing to them. Please read them before booking.

1. About the service

Clear Skye Cleaning is a sole trader business run by Michelle Jack based in Portree and covering the Isle of Skye.

I hold public liability insurance. A copy of the certificate is available on request.

2. What I offer

Domestic cleaning including regular cleans (weekly, fortnightly or monthly) and one-off deep cleans.

Airbnb and holiday-let cleaning is offered when I have availability. These bookings depend on space in my schedule and may not always be possible, so please get in touch to discuss your property and requirements.

For holiday lets, unless we agree otherwise in writing:

• Bed linen and towels are not provided

• Laundering of linen is not provided

• Restocking consumables such as toilet roll, bin bags, tea and coffee is not included

• The same 48 hours' notice applies to changeover bookings as to any other booking

3. Quotes and prices

Every job is quoted individually. For first-time bookings I will either visit the property or ask for photos before confirming a quote. I do not charge by the hour.

Quotes are valid for 7 days and are based on the condition of the property at the time of quoting.

If the property is significantly different from what was described or photographed, I will contact you before starting and we will agree to either a revised price or a reduced scope. I will not carry out extra work and add it to your bill without asking first.

4. Bookings and deposits

Every booking requires a 50% deposit.

Your appointment is confirmed when the deposit is received, not when we agree on a date. Dates held without a deposit are not reserved and may be offered to someone else.

Deposits are payable within 48 hours of accepting your quote. If the deposit has not been paid within that time the date is released.

5. Your first clean

Please note where a regular cleaning arrangement is being established, the first visit will be quoted and carried out as a deep clean.

Maintenance cleaning proceeds on the basis that a property is already at a given standard. An initial deep clean establishes that standard, so that each subsequent visit can be completed to a consistent quality within the time available.

6. Cancelling or rescheduling your appointment

I need at least 48 hours' notice to cancel or reschedule. This gives me time to offer the slot to another client.

• With 48 hours' notice or more: your deposit is refunded in full, or moved to a new available date

• With less than 48 hours' notice: your deposit will not be refunded. This applies to cancellations, for rescheduling this will be at the discretion of Clear Skye Cleaning.

If last-minute cancellations become a repeated pattern, I may decline future bookings or ask for payment in full up front.

7. If I need to cancel

Should I be unable to attend due to adverse weather, road closures, illness, vehicle breakdown or any other circumstance beyond my control, I will let you know as soon as possible and offer you either the next available appointment or a full refund of your deposit.

8. Access, parking and utilities

Please make sure the property is accessible at the agreed time, whether by key, key safe, or another method we have agreed in advance.

The property also needs running water and electricity to be able to deliver the service agreed upon.

Where possible, please provide access to suitable parking close to the property. If paid parking is the only option, I will tell you before I incur the cost and it will be added to your invoice. I will never add a parking charge without telling you first.

I am not responsible for parking fines or penalties incurred where suitable parking has not been made available.

9. If I can't clean when I arrive

If I cannot get into the property, or the property is not in a condition where it is safe or possible to clean, this is treated as a cancellation with less than 48 hours' notice and the deposit is not refunded.

This includes, but is not limited to:

• No access, or a key or code that does not work

• No running water or electricity

• Hazardous waste, including needles, bodily fluids or animal mess beyond normal household levels

• Suspected mould or damp requiring specialist treatment

• An animal that is loose and behaving aggressively

• Anyone in the property who is unwell with something infectious

If one or more rooms are inaccessible but the rest of the property can be cleaned, I will clean what I can and the full agreed price still applies, unless we agree otherwise on the day.

10. What is included, and what isn't

The specific scope for your clean is set out in your quote. In general, the following are not included in any clean unless quoted for separately:

• Exterior windows above ground floor level

• Moving heavy furniture or appliances

• Cleaning inside lofts, garages or outbuildings

• Clearing rubbish, hoarded items or garden waste

• Laundry and ironing

• Biohazard cleaning of any kind

• Anything requiring a ladder

• Washing machines

• Dishwashers

• Fireplaces

• Outdoor areas

• Carpet and sofa cleaning

• Range hoods

• Pet mess

If you are not sure whether something is included, please ask before the clean rather than on the day.

11. Products and equipment

I provide all cleaning products and equipment as standard.

If you would like specific products used on particular surfaces, please tell me in advance and leave them out with clear instructions. I am happy to use your products where you prefer, but I cannot accept responsibility for damage caused by a product you have asked me to use.

In households with pets, I will ask to use your vacuum cleaner and mop. See section 13.

12. Keys and security

If I hold a key or a key safe code for your property:

• Keys are stored securely and are never labelled with your name or address

• Codes are never written down alongside your address

• Keys are returned to you on request

• In the event a key is lost, I will tell you immediately and my insurance covers reasonable lock replacement costs

You will be asked to confirm in writing that you are happy for me to hold a key or code, and to enter the property when nobody is home.

13. Pets

Please let me know in advance about any animals in the property.

I am happy to work around pets, but please secure any animal that is nervous around strangers, likely to escape through an open door, or reactive. I am not able to feed, walk or let animals out.

In homes with pets, I will ask to use your vacuum cleaner and mop rather than my own. This is to avoid carrying pet hair and dander between properties, which matters a great deal to clients with allergies. Please make sure they are in working order and the vacuum is emptied before I arrive. If a working vacuum or mop is not available, please let me know in advance so we can agree how to handle it.

14. Valuables, breakages and damage

Before your first clean, please tell me about:

• Any existing damage, marks or breakages, so neither of us is unclear about them later

• Fragile, valuable, antique or sentimental items

• Anything you would prefer I did not touch

• Surfaces needing particular care, such as stone, wood, waxed floors or induction hobs

Please put away cash, jewellery and small valuables before I arrive.

Accidents are rare but possible. If I break or damage something, I will tell you the same day. My public liability insurance covers accidental damage, subject to the policy. To help me look into it, please tell me what was damaged and send a photograph if you can. Every case is looked at individually, in line with these terms.

I cannot accept responsibility for:

• Damage to items that were already damaged, worn or unstable

• Damage caused by a product you asked me to use

• Damage arising from something you did not tell me about in advance

15. Health, safety and my right to end a booking

I work alone in other people's homes. I reserve the right to leave a property and end a booking, with the full fee payable, if:

• I feel unsafe or am treated in a way that is abusive, threatening or inappropriate

• The property presents a hazard that was not disclosed

• Anyone in the property is intoxicated in a way that makes the situation unsafe

16. Payment

The balance is due on the day of the clean, once the work is finished. You can pay by card, Apple Pay, bank transfer or a payment link.

If you would prefer to pay before the day please let me know.

17. Late payment

Clear Skye Cleaning allows a 24-hour grace period for all outstanding invoices to be paid.

Any payment received after the 24-hour grace period will incur a £10 late payment fee for each day the invoice remains unpaid.

Please ensure invoices are paid within the specified timeframe to avoid additional charges. I will not take any further bookings until all outstanding invoices are paid.

18. If something isn't right

If you are not happy with any part of your clean, please tell me within 24 hours of the clean finishing, with photographs where possible.

I will come back and put it right, free of charge, at the earliest time we can both manage.

If you raise an issue more than 24 hours after the clean, I will still do what I reasonably can, but I cannot guarantee a free return visit, because by then the condition of the property may have changed.

Refunds are considered case by case where a return visit isn't practical. To raise a problem, please message me or email clearskyecleaning@outlook.com with your name, the date of the clean, a short description of what happened, and photographs where possible.

19. Photographs

I sometimes take before-and-after photographs to show the standard of my work on social media and on my website.

This is entirely optional and you will be asked separately. Your booking goes ahead whether you agree or not, and you can change your mind at any time by telling me.

Where you do agree:

• No identifying features are shown, including house numbers, street names, personal photographs or documents

• Your name and address are never published

• I will always remove a photograph if you ask

20. Regular bookings

Regular cleans are booked on a rolling basis with no minimum term.

Either of us can end the arrangement with one week's notice. Deposits already paid for scheduled cleans within that period are handled under section 6.

If my prices change, I will give existing regular clients at least one month's notice in writing. Your rate will not change mid-arrangement without that notice.

The terms in this document apply to every clean under an ongoing arrangement, not just the first.

21. Your information

I collect only what I need to do the job: your name, contact details, address, access arrangements and any notes relevant to cleaning your home.

I do not sell or share your information with anyone, other than where I have to for payment processing or accounting.

22. Getting in touch

Clear Skye Cleaning
clearskyecleaning@outlook.com

I aim to reply to all messages within 24 hours, Monday to Friday.