top of page

terms & conditions

reporting breakages

In the event of damage, this must be reported to True Shine Cleaning Services by the Client via email to within 72 hours of the clean finishing. This will open a damage case and further information and photographs will be requested. This further information must be provided to True Shine within 48 hours.
Your Housekeeper would not be deemed responsible for any damage due to faulty goods, 'wear & tear', or as a result of the reasonable use of equipment/products.

£50 in goodwill credit is the maximum we can award. Please note this award will not be in cash and will be offered in services or discounts. 

True Shine will consider depreciation and wear and tear when assessing how much credit to award. Industry benchmarks will advise these depreciation rates, and some examples of these are as follows:

Electronics 10% - 20% of the cost of the product or repair costs

Clothing/garments 20% -33%of the cost of the product or repair costs

As advised by trading standards, clients are not able to claim the full purchase price of items that are not brand new on the day the service is undertaken. 

We can only offer compensation on items on the above percentage of value if the items are still inside their warranty. Proof of warranty must be shown. A report of proof of damage must also be shown / any CCTV footage that supports your claim. Without this, the claim will not be considered.  

In order to verify the purchase of a damaged item, a receipt or bank/card statement may be required in all instances.
True Shine is unable to provide cleaning credit for any damages resulting from the use of oven cleaner or other corrosive cleaning products. We strongly recommend that you do not provide specialist oven cleaning or other corrosive cleaning products to your Housekeeper.

right to refuse services

True Shine Cleaning Services reserves the right to refuse any services to clients for any of the following reasons: 

  • The cleaner feels unsafe and at risk

  • The premises are not in the state as described by the customer

  • The cleaner feels their health & safety is at risk

  • Any illegal substances are being held at the premises

  • Any customer is under the influence of any illegal substance (to the cleaner's knowledge or assumption)

  • The customer displays aggressive or untoward behavior toward the cleaner

  • The cleaner has every right to refuse continuation of services where they feel a dispute/accusation has been made against them that needs to be resolved before continuing services. 

Please note that all our cleaners are equipped with a tracker so we always know their whereabouts. All cleaners report to us as soon as they arrive to ensure their safety. 

health & Saftey, risk assessments

To provide a safe working environment for our staff, e.g. safe electrical appliances, securely fixed wardrobes, cupboards, shelves etc. and advise us of any risks to our staff. If you ask staff to use your electrical appliances, please ensure that they are PAT tested, if they are not then we will be unable to be liable for any damages.

True Shine Cleaning Services has two different options to choose from so that your cleaners have entry into homes.

1). Client may opt to not give a key to the company and be home on their day of cleaning. The client must be home during their specific time frame to let the cleaners in/out of the home. If no one is home when the cleaners arrive, a cancellation fee will be charged. (See cancellation fees below)

2). Client may provide the company with a key to collect from a neighbour or concierge. The key will be returned upon completion of the clean and a photo will be taken by the cleaner to show proof of return and sent to the client via email or Whatsapp. We are not then responsible for Concierge or your neighbour losing the key thereafter. If we arrive and Concierge / Neighbour can not find the key or does not answer then a cancellation fee will be charged. (See cancellation fees below). 

3). If a client chooses to leave their door unlocked, place the key under the mat, or leave their house key in an unsecured place for the cleaners to gain entry, the client releases True Shine from all liability that arises from damage made before or after the cleaners leave the premises. The client understands that they will be responsible for any damages that are caused before/after their scheduled cleaning team.

True Shine Cleaning Services will not be responsible for triggering any alarm systems. Customer should give any special instructions for deactivation/activation of any household alarm systems. Key replacement/locksmith fees are paid only if keys are lost by our operatives. There is a £30 per household liability limit.

During and after a Clean Professional visit you should expect floors and surfaces to be wet and cleaning products and equipment may be left unattended. We do not accept liability for any accidents that may arise as a result of this. It is your responsibility to take any necessary precautions to safeguard yourself, any children, vulnerable adults or any third parties who have access to your property.

cancellation policy

Please ensure that at least 24 hours notice is given if you wish to cancel. Failure to do so will result in a cancellation fee which will be payable within 24 hours. 

If we arrive at your premises on the day of the service and are unable to have access / the client is not home, we will charge a 50% fee of the service originally booked plus the cost of products. 

If you have booked a service that has required a deposit, please note that the deposit is non-refundable. However, please note that if you have paid a deposit and need to rearrange the date and time of the service, although the deposit cannot be refunded, if at least 72 hours notice is given it is transferable to rebook at a later time and date. 

True Shine Cleaning Services has the right to cancel any appointments when necessary due to sickness, emergency or lack of staff however suitable notice will be given. 

True Shine also reserves the right to refuse services to clients after a dispute that they feel is not able to be resolved amicably. 

The cleaner has every right to cancel services where they feel a dispute/accusation has been made against them that needs to be resolved before continuing services. 

If a contract is breached at any time, True Shine reserves the right to terminate the contract and the remainder of the contract fees will need to be paid upfront. 



We are fully insured for public liability, employer’s liability, and consequential loss of keys.Our accidental damage insurance is subject to an excess of £500 and excludes damage caused by the use or spillage of bleach.


We do not provide cover for accidental damage for the first £500 of any loss/damages. Please arrange your own insurance cover for the excess. Our insurance does not cover use of your products and equipment, if you require us to use your products and/or equipment then this is done entirely at your own risk. We do offer a goodwill gesture of up to £50 at discretion which is only redeemable in services offered or discounts. We do not offer any cash compensation directly from True Shine Services. 

All our teams are fully trained and endeavour to treat your home and possessions with the greatest care.



If you have just cause for complaint please contact us within 48hours so that we can return and rectify the matter for you. All complaints must be sent to Katie at

Unfortunately, we cannot process any complaints made if they are logged after 48 hours. 

bottom of page