1. Our Services
Peninsula Housekeeping provides domestic housekeeping and cleaning services including:
The exact scope, duration, frequency and price of your service will be confirmed when your booking is accepted.
2. Quotations
Quotations are based on the information provided by the customer and, where applicable, our assessment of the property.
Customers are responsible for providing accurate information regarding the size, condition and cleaning requirements of the property.
If the property or work required is materially different from the information provided, we may need to revise the scope, duration or price.
We will discuss any material changes with you wherever reasonably possible before undertaking additional chargeable work.
3. Cleaning Time
Where a service is booked for an agreed duration, our housekeepers will work through the agreed priorities and Peninsula cleaning standards within that time.
The amount that can reasonably be completed will depend on factors including the size, condition and contents of the property.
We will never intentionally compromise cleaning standards simply to complete an unrealistic amount of work within the booked time.
Where additional time is regularly required, we may recommend increasing the duration of future visits.
4. Regular Housekeeping
Regular housekeeping may be arranged weekly, fortnightly or at another agreed frequency.
Where possible, Peninsula will aim to provide the same housekeeper for regular customers.
However, we cannot guarantee that a particular individual will always be available.
Where your usual housekeeper is unavailable due to illness, holiday or other circumstances, we may offer:
5. Appointments & Arrival Times
We will agree a scheduled appointment or arrival window with you.
While we make every reasonable effort to arrive on time, cleaning appointments may occasionally be affected by traffic, previous appointments or circumstances outside our reasonable control.
Where a significant delay occurs, we will make reasonable efforts to notify you.
6. Customer Cancellations
We understand that plans sometimes change.
For regular housekeeping and standard cleaning appointments, we ask customers to provide at least 24 hours' notice when cancelling or rescheduling.
Where less than 24 hours' notice is provided, Peninsula may charge 50% of the scheduled service price.
Where our housekeeper arrives but cannot gain access to the property, the full scheduled service price may be charged.
We may waive cancellation charges where we consider the circumstances exceptional.
Different cancellation arrangements may apply to larger, specialist, commercial, end-of-tenancy or multi-housekeeper bookings where these have been agreed in advance.
7. Cancellation by Peninsula
On rare occasions, we may need to cancel or reschedule a service because of illness, emergencies, severe weather or circumstances outside our reasonable control.
We will notify you as soon as reasonably possible and offer an alternative appointment where appropriate.
You will not be charged for a service that Peninsula cancels and does not provide.
8. Property Access
Customers must ensure that reasonable access to the property is available at the agreed time.
Access may be provided through:
Customers must ensure access instructions are accurate and up to date.
Sensitive access information should only be provided through the method agreed with Peninsula.
9. Keys & Security
Where Peninsula is entrusted with a customer's key, it will be handled in accordance with our security procedures.
Keys should not be identifiable using the customer's full address.
Customers must notify us promptly if access arrangements, locks, alarm systems or security information change.
We will take reasonable precautions to protect keys and access information entrusted to us.
10. Alarms
Customers are responsible for providing accurate instructions regarding any alarm system that our housekeeper is required to operate.
Peninsula cannot accept responsibility for alarm call-out charges resulting from incorrect or incomplete instructions supplied by the customer, except where the charge results from our failure to follow accurate instructions provided to us.
11. Pets
We are happy to work in homes with pets.
Customers must inform Peninsula about pets that may be present during the service and provide any relevant instructions.
Customers remain responsible for ensuring that animals presenting a potential risk to our housekeepers are appropriately secured.
If a housekeeper reasonably believes an animal presents a safety risk, we reserve the right to suspend the service until the situation is made safe.
12. Cleaning Products & Equipment
The products and equipment used for your service will be agreed as part of your booking arrangements.
Where customers request that specific products or customer-supplied equipment be used, those products and equipment should be safe, suitable and in reasonable working condition.
Customers must inform us of known allergies, sensitivities or surfaces requiring specialist treatment before cleaning begins.
13. Delicate & Specialist Surfaces
Customers should notify Peninsula of materials or items requiring specialist care, including but not limited to:
Where we are unsure whether a product or cleaning method is appropriate, our housekeepers may decline to clean the item until suitable instructions have been established.
14. Breakages & Damage
Our housekeepers are expected to treat every customer's home and belongings with care.
If we accidentally damage an item or property, Peninsula should be notified as soon as reasonably possible.
Our housekeepers are required to report known breakages or damage promptly.
Customers should also notify Peninsula promptly after discovering damage they reasonably believe occurred during a Peninsula service so that we can investigate.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
15. Valuable & Fragile Items
We recommend that particularly valuable, fragile, irreplaceable or sentimental items are stored safely before the service.
Our housekeepers should not be asked to move unusually heavy, unstable or exceptionally valuable items.
If an item appears unsafe or particularly delicate, the housekeeper may leave it untouched.
16. Quality Guarantee & Customer Feedback
We take pride in the standard of our work.
If you are dissatisfied with any aspect of a service, please contact Peninsula as soon as reasonably possible, preferably within 24 hours of the clean.
This allows us to investigate the issue while the circumstances are still clear and, where appropriate, arrange reasonable corrective action.
Providing feedback does not affect any statutory rights you may have.
17. Tasks We May Decline
For the safety of customers and our housekeepers, standard Peninsula services do not include certain hazardous or specialist activities unless specifically agreed.
These may include:
Our housekeepers have the right to stop work and leave a property if they reasonably believe their health or safety is at risk.
18. Working Environment
Customers are expected to provide a reasonably safe working environment.
This includes informing Peninsula of relevant hazards and ensuring reasonable access to electricity and water where required for the service.
Peninsula may suspend or decline a service where conditions create an unreasonable risk to our staff.
19. Payments
The price and payment arrangements will be confirmed before the service begins.
Payment may be collected using Peninsula's approved payment methods.
Unless otherwise agreed, payment is due on completion of the service or according to the payment schedule confirmed at booking.
Customers are responsible for ensuring valid payment arrangements are maintained for recurring services.
20. Price Changes
Peninsula may occasionally review its prices due to changes in operating costs, wages or service requirements.
Regular customers will be given reasonable notice of material changes to their recurring service price.
21. Parking & Additional Charges
Customers should inform Peninsula of relevant parking arrangements when booking.
Where paid parking, congestion charges or other unavoidable property-specific access costs apply, these may be added to the service price where this has been communicated to the customer.
22. Customer Privacy
Peninsula Housekeeping will handle personal information in accordance with applicable UK data-protection requirements and our Privacy Policy.
Information relating to customers, properties, access arrangements and services will only be used where reasonably necessary to provide and administer our services or otherwise as described in our Privacy Policy.
Housekeepers are expected to maintain customer confidentiality.
23. Photography
Peninsula housekeepers must not photograph or record a customer's home or belongings for marketing or social-media purposes without appropriate permission.
Where a customer separately agrees to photography for marketing purposes, this will be handled under the agreed consent arrangements.
24. Direct Engagement of Peninsula Housekeepers
Peninsula invests significant time and resources in recruiting, vetting, training and supporting its housekeepers.
Customers must not knowingly attempt to circumvent Peninsula by directly engaging a housekeeper introduced to them through Peninsula in a way that breaches any separately agreed and legally enforceable contractual restriction.
Any restrictions relating to direct engagement will be clearly communicated separately where applicable.
25. Changes to Services
Customers can request changes to the frequency, duration or scope of their service.
Changes are subject to availability and may affect the price.
Where possible, we will work with customers to adapt their housekeeping arrangements as their requirements change.
26. Consumer Cancellation Rights
Where a consumer enters into a contract with Peninsula Housekeeping at a distance or away from our business premises, statutory cancellation rights may apply.
Where applicable, customers will be provided with the information required by law regarding those rights.
If a customer asks us to begin providing services during an applicable statutory cancellation period, we may require the appropriate express request or consent before work begins.
Nothing in these Terms & Conditions is intended to restrict a customer's statutory rights.
27. Changes to These Terms
We may update these Terms & Conditions periodically.
The version applicable to a particular booking or ongoing service will be made available to the customer, and we will provide reasonable notice where a material change affects an ongoing arrangement.
28. Contact Us
If you have questions about your service, booking or these Terms & Conditions, please contact:
Peninsula Housekeeping
Telephone: 07807 741602
Email: mark@peninsulahousekeeping.co.uk
Website: peninsulahousekeeping.co.uk
Peninsula Housekeeping
Exceptional Standards. Trusted People.