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Terms and conditions

The straightforward terms for home cleaning with Fettle It.

Last updated 13 October 2026

1. Who we are

Fettle It is a business run by Nicola White as a sole trader. In these terms, "we", "us" and "our" mean Fettle It, and "you" means the person booking a clean. You can reach us at hello@fettleit.co.uk.

These terms are for people booking home cleaning for their own household. If you are booking cleaning for a holiday let, office or other business premises, we will agree terms with you when we quote.

2. Our service

We provide home cleaning at your address. We bring our own supplies and equipment. What is included in a clean is described on our services page and agreed with you when we speak, before your first visit. We will use reasonable care and skill.

Extras that are not part of a standard clean, such as skirting boards or changing beds, can be added on request and agreed with you in advance.

3. Booking

  • When you submit a request on our website, you are asking us to clean your home. It is not a booking until we confirm it with you, normally by phone or email.
  • We may need to look at the property before agreeing a booking. We may decline a request, for example if your address is outside the area we cover, in which case we will tell you and offer to add you to our waiting list.
  • The price you see online is based on what you tell us about your home. If we find it is different from what you described, we will tell you and agree any change with you before we go ahead.

4. Prices and payment

  • Our prices are shown on the pricing page and in the quote when you book. They are the full price to you.
  • Before your first clean, we send you a secure link to save a card. Card details are handled by our payment provider, Stripe. We never see or store your full card number.
  • We charge your saved card after each visit, for the time agreed. We will email you a receipt.
  • If a payment fails, we will contact you. We may pause future visits until it is sorted. We may ask you to pay by another method.
  • We take payment by card, not cash.
  • If we need more time than agreed, for example because the home needs more work than described, we will check with you first.

5. Cancelling and changing visits

You can cancel or move a visit free of charge with at least 48 hours notice. Later cancellations may be charged as set out in our cancellation policy, which forms part of these terms.

If you book online or by phone, you also have a legal right to cancel within 14 days of us confirming your booking. If you ask us to start within that period, you must pay for the work already done when you cancel. Details are in the cancellation policy.

6. Access and your home

  • Please make sure we can get into your home at the agreed time. If we cannot, the late cancellation terms may apply.
  • Please tell us about anything we should know, such as pets, alarms, parking, fragile items, or areas that are unsafe or should not be cleaned.
  • Please put away valuables and cash. We cannot be responsible for items left out.
  • We may decline to clean, or leave, if the home is unsafe, or if we are treated badly or unreasonably.

7. If something goes wrong

  • If you are not happy with a clean, tell us within 48 hours and we will come back and put it right at no charge.
  • If we damage something in your home, please tell us as soon as you can, and within 48 hours if possible, with photos where you can. We will work with you to put it right.
  • We are responsible for loss or damage that is a foreseeable result of us not taking reasonable care. We are not responsible for loss that was not foreseeable, for existing damage or wear, or for damage caused by something that was not disclosed to us.
  • Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Your legal rights as a consumer are not affected.

8. Regular cleans

Weekly and fortnightly cleans continue until you or we end them. You can stop or pause at any time with 48 hours notice before the next visit. We will give you reasonable notice if we need to change your day or time, or end the arrangement.

8A. Ironing

  • Ironing is an add on to a home clean. You give us your clothes already washed and dry. We collect them on your clean day, iron them, and return them folded or hung, usually about three days later.
  • It costs £8 per kg with a £20 minimum order. We weigh it when we collect it and charge the actual weight to your saved card once it is returned. The bag size you choose when you book is only an estimate.
  • If we return it on a day we are not visiting for your clean, there is a £3 delivery fee.
  • Please tell us about delicate items, and anything that should not be ironed at a high heat, before we collect. Please check pockets and remove anything of value.
  • We will take reasonable care of your items. We are responsible for loss or damage that is a foreseeable result of us not taking reasonable care. We are not responsible for existing wear or damage, for items that are not suitable for ironing as labelled, for items that were not clean and dry when we collected them, or for items we were not told about. Tell us within 48 hours of return if something is wrong.
  • Nothing in these terms limits our liability for anything the law does not allow us to limit. Your legal rights as a consumer are not affected.

9. Your information

We use your details to provide the service. See our privacy policy for how we look after them.

10. Complaints

If something is not right, please email us and we will do our best to sort it out quickly and fairly.

11. Changes to these terms

We may update these terms from time to time. The terms in force when you book are the ones that apply to your booking.

12. The law

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute. If you live in Scotland or Northern Ireland, you can also bring a claim in the courts where you live.