Housekeeping Star

Terms & Conditions

Agreement for the provision of Housekeeping Services

This agreement is between:

‘’The Provider’’: River Garden Care Ltd whose registered address is at:

STC House
7 Elmfield Road

Telephone: 020 3981 5633


The ‘’Client’’:  the person who has Booked the service either by telephone, email or our website AND/OR the client’s representative who is onsite at the property during delivery of the Service(s).


This agreement does not limit any rights enjoyed by the Client as a result of general Law.

The Service:

  1. The Provider agrees to provide a Housekeeping service for the booked Duration as specified in the Booking form upon the terms and conditions set out below.
  2. The Provider agrees to provide a Satisfaction Guarantee or money back as per the terms and conditions set out below.

The Client shall pay the Provider:

  1. An hourly fee in advance for the Service as specified in the prevailing Booking Fee, subject to a minimum duration of Two (2) Hours per Booking and available in 30 minute increments thereafter.
  2. Client shall be entitled to pay the Booking Fee using credit card, debit card, direct debit or BACS transfer, either online or over the telephone. Cash payments will not be accepted.
  3. Booking will be based on total duration of service, not tasks completed, as time required to complete individual tasks may vary.

Cancelling a Booked Service:

  1. Client will be entitled to cancel a booked service and receive a refund in line with the following timeframe:
    1. 24 hours or more notice from start time of service – 100% refund
    2. More than 2 hours but less than 24 hours’ notice from start time of service – 80% refund
    3. Less than 2 hours’ notice from start time of service – no refund
  2. Refund will be credited to original payment method within 5 working days of refund request.
  3. Refund requests to be requested via telephone call to 020 8460 9571.
  4. Client may change a Booked Service by contacting Provider at least 24 hours prior to the service start time. Where this means a change to the total price, either the refund or additional payment will occur.

Terms of Satisfaction Guarantee:

  1. Client will be entitled to receive a 100% refund if they are not satisfied with the service they receive, subject to all of the criteria below being applied:
    1. Client provides at least one verbal opportunity to the Housekeeper to put right the aspect of the service that the client is unsatisfied with
    2. Client telephone calls the office while the Housekeeper is still onsite to allow management to discuss concerns with Housekeeper and allow a further opportunity to put right the aspect of the service that the client is unsatisfied with
    3. If the concern cannot be resolved while the Housekeeper is onsite, by mutual consent with office team, Client will be offered a 10% reduction on next booking or a 100% refund.
    4. If Housekeeper arrives more than 45 minutes later than the booked start time, Client will be entitled to a 100% refund or a 10% reduction on next booking, providing no service is delivered.
    5. Refund will be credited to original payment method within 5 working days of refund request.
  2. Should client book our key holding service and hence are not at property when service is delivered, client will be entitled to receive a 100% refund or 10% reduction on their next booking, subject to all of the criteria below being applied:
    1. Client notifies us of concern within 24 hours of service being provided
    2. Client provides the Provider a reasonable opportunity to repeat the service as soon as reasonably practicable free of charge
  3. If client doesn’t like Housekeeper:
    1. All reasonable effort is made by the Provider to employ staff who are competent and have satisfactory interpersonal skills to deliver the service
    2. Client will telephone the office while Housekeeper is onsite, to allow management to liaise with Housekeeper to resolve any concerns. A refund will only be offered if management deem the concern to be irresolvable.

The Service:

  1. Booking will be based on total duration of service time, not tasks completed, as time required to complete individual tasks may vary from property to property.
  2. Client will be required to provide an approximate indication of the type of service and tasks required to be completed, ultimately understanding that the Housekeeper is being booked on a time basis. The provider shall not be responsible for any tasks not completed, rather, responsibility of provider will be to provide a Housekeeper for the duration of time booked.
  3. Provider cannot guarantee that the same Housekeeper will perform the Services on each occasion, although Provider shall use best efforts to accommodate clients reasonable requests where a Repeat booking has been made.
  4. During service delivery, should Client require Housekeeper to stay onsite for additional time to what was initially booked, Client will be required to call office and complete a telephone booking for the additional cost, prior to the Housekeeper extending the service. The Provider may be unable to accommodate the clients request to extend the duration of the service due to the schedule of the Housekeeper.
  5. Provider is unable to guarantee exact arrival time of Housekeeper due to factors outside of our control. However, Housekeeper will remain onsite at the clients home for the full duration of time booked.  In the event the Housekeeper arrives more than 45 minutes later than the booked start-time, client will be entitled to 10% off the cost for the next booking, or a full refund if the Housekeeper is turned away at the door.

Terminations by the Provider:

  1. The provider shall be entitled to cancel the Booking upon arrival at the clients home should there be a material difference in the nature of the service required to what was booked, unrealistic client expectation or some other reason for concern by the Housekeeper. This right will remain under the discretion of the Provider.
  2. If the Provider cancels the Booking, the client will receive a refund to original payment method within 5 working days of cancellation.
  3. If the provider needs to cancel the Booking due to technical or staffing problems, client will be entitled to 10% off next booking, or a full refund.

Repeat Bookings:

  1. Client will be entitled to book Services on a regular basis, either weekly, fortnightly or monthly. Payment will be collected via the nominated payment method 3 working days in advance of the day of service.
  2. Provider will endeavour to send a regular Housekeeper, however, as this may not always be possible, an equally trained and competent Housekeeper will be sent to deliver the service.

Damage Liability

  1. Client accepts responsibility for ensuring any valuable items (whether in monetary or in sentimental value) are stored safely and not accessible by the Housekeeper prior to the services being performed.
  2. In the event of damage, the Client must report damage within 24 hours of the end of the service, by sending an email to or calling Customer Services Team on 020 8460 9571.
  3. Due to insurance considerations, the Client must provide all relevant information about the damage and photographs as evidence where applicable.
  4. Within 48 hours of the initial report, Provider must be provided with the full information requested. Without this further information, Provider may be limited in their ability to investigate and that may affect the form of compensation that can be offered.
  5. Provider shall not be liable for any damage due to faulty goods, ordinary ‘wear & tear’, or as a result of reasonable use of any cleaning equipment and products.
  6. If a broken or damaged item cannot be repaired, Provider may provide a replacement to a similar market value of the item
  7. Client agrees to give Provider a reasonable opportunity to repair or fix any defect caused by the Housekeeper or to reclean any disputed areas/items
  8. Provider will use every effort to repair, remedy or fix the defect caused by us to your reasonable satisfaction as soon as reasonably practicable free of charge;
  9. Where client or clients representative is on site at the time of performance of the Services, client agrees to draw the Provider’s attention to any alleged defects before Housekeeper leaves the premises
  10. Provider will not be liable for any damage where caused by faulty materials or installation. Provider will assume that all surfaces (such as marble, glass, wood or natural stone) are appropriately sealed to provide Services, unless Client notifies provider to the contrary in writing before we commence the Services.
  11. Provider shall not be responsible for :
    1. existing damage to Clients property, such as (but not limited to) old stains/burns/spillages which cannot be cleaned or removed completely using the industry standard cleaning methods;
    2. damages caused to natural surfaces (such as marble, glass, wood or natural stone), unless Client has notified us in writing of their presence before we commence the Services
    3. items of sentimental value, art, antiques, china and porcelain, cash and jewellery
    4. Clients dissatisfaction with the Services caused by you or anyone else walking on wet floors or using appliances during or shortly after the cleaning process;
    5. any odours arising during or after the performance of the Services due to such factors as lack of ventilation and/or inappropriate heating;
    6. any faulty equipment and/or materials provided by you;
    7. our inability to access your property owing to faulty or incorrect keys/locks.
    8. malfunction or fault of any household electrical or electronic devices.
    9. Provider shall under no circumstances whatever be liable to Client, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with these Terms

Compensation for damage / Insurance

  1. In order to verify the purchase of a replacement for a damaged item, a receipt or bank statement will need to be provided so the process of assessing compensation can be triggered.
  2. When determining fair compensation, Provider will consider any depreciation and any wear and tear into the offer of compensation.
  3. Provider may offer compensation in the form of credit, repair, replacement or reimbursement. The form of compensation offered will be at the Providers’ discretion, and will be determined by the results of our formal investigation.
  4. Whilst every reasonable endeavour will be taken to compensate the Client for the damage suffered, it must be proved beyond doubt that the damage has indeed resulted from the Housekeeper or any of the Providers employees.
  5. Mutual consent on the method of compensation shall be reached before any compensation is issued by the Provider. If no such consent is present, Provider reserves the right to refuse compensation.
  6. Insurance excess (£500) is payable by the client prior to compensation being awarded.
  7. If the Client has been given a Satisfaction Form and that form has been completed and submitted to the Provider, the service shall be deemed as performed up to standard and no damage claims will be entertained after the date of receipt of the Form.

Limitation of Liability

  1. Nothing excludes or limits the Providers liability for death or personal injury caused by our negligence, or for any matter which it would be illegal for the Provider to exclude or attempt to exclude its liability, or for fraud or fraudulent misrepresentation or due to a breach of the terms implied by Part II of the Supply of Goods and Services Act 1982
  2. Subject to this, the total liability howsoever arising in connection with these Terms, the provision of the cleaning services or the agreement between Client and the Provider shall be limited to £10,000,000 and the Provider shall not be liable for any losses or claims for compensation which do not arise as a direct result of the provision of the services provided to the Client.
  3. Provider shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation (whether direct, indirect or consequential) which may be suffered or incurred by the Client arising from or in any way connected with a late arrival of Housekeeper at the Service address.
  4. Provider shall not be liable under any circumstances for any loss, expense, damage, delay, costs or compensation, whether direct, indirect or consequential, which may be suffered or incurred by the Client arising from or in any way connected with:
    1. A Housekeeping service not complete due to the lack of suitable equipment, lack of hot water or electricity, or equipment not in full working order;
    2. Third party entering or present at the Client’s premises during the Housekeeping service;
    3. An existing damage to Client’s property in the form of old stains/burns/spillages etc. which cannot be cleaned/removed completely by the Housekeeper using the Client’s cleaning equipment and materials;
    4. Any damages caused by faulty or not in full working order equipment or materials supplied by the Client;
    5. If the Client has booked a carpet cleaning service, Provider cannot be held liable if any stains and/or dents on the carpets that cannot be removed in the course of the cleaning process. The Client understands and agrees that some stains cannot be removed completely and the Provider does not have any responsibility to provide further cleaning or refunds in case any stains cannot be removed.
    6. Any damages worth £500.00 or less.

No access to property

  1. Client agrees to provide full and accurate address and access details during booking process in order to facilitate housekeeper to reach and access property where services are to be provided. Any resulting delay where this information has not been provided during booking process may result in a reduced duration of service or non-delivery of service.
  2. If provider is unable to carry out Service due to Housekeeper not being provided with the necessary electricity and water supplies, or client has provided faulty or defective equipment or insufficient cleaning materials, or Pets are not kept in a separate closed room to where the Housekeeper will be working, the Provider reserves the right to not deliver the service and the client will not be eligible for a refund.

Supply of cleaning materials / Equipment

  1. Client will be responsible for providing all cleaning materials and equipment in good and safe working order to facilitate the Housekeeper to deliver the service.  Typically, this will include items such as detergents and solutions, towels, dusters, sponges, cloths and gloves and equipment such as vacuum cleaner, bucket, mop, iron, ironing board, brushes and broom.
  2. Where client is unable to provide cleaning materials and equipment, client will make this known during the booking process and incur a £15 surcharge to cover the cost of the provider to provide the items required. In the event that the Provider is not made aware prior that it is required to provide cleaning materials or equipment resulting in the Housekeeper being unable to deliver the service, the Client will not be entitled to receive a refund for the non-delivery of service.
  3. Where client has selected any of the following services; Carpet Shampoo, Net Curtains, Internal Window clean, Patio door clean, the £15 surcharge will automatically apply to cover the cost of the Provider providing the equipment needed to deliver the service.

Steam Cleaning

  1. The steam cleaning provided is not suitable for suede, coir, sisal, jute, sea grass or any other natural plant fibres.
  2. Provider shall provide all cleaning equipment and solutions, but client will be responsible for providing running water and an electricity supply.


  1. If client requires Provider to collect or hold keys prior to or after the service is delivered, there will be £15 surcharge applied during the Booking process.  Collection or drop off must take place during normal office hours Mon – Fri and within a 5 mile radius of BR1 1LT.
  2. Provider will not accept responsibility for any faulty keys/locks.  Key replacement/locksmith fees will only be borne by Provider if keys are lost by our personnel.  There will be a £30 per location liability limit.

Health and safety

  1. Client to notify Provider during Booking process of any health and safety considerations. An additional charge may be payable. All prices quoted for housekeeping services relate to ‘normal’ domestic tasks.
  2. Client agrees to ensure any pets that are liable to bite, scratch or intimidate the Housekeepers, such as cats and dogs are kept safely secured away from where housekeepers will be working. Housekeepers will not be able to clean any pet excrement or vomit.
  3. Client to notify Provider during Booking process if someone is unwell at the property or has an infectious disease. Housekeeping staff are unable to clean any urine, faeces, vomit, soiled clothing or similar hazards, on health and safety grounds.
  4. If Provider considers that there are health and safety issues at the property, provider reserves the right to terminate the booking and full payment will still be due if Provider considers the property to be a health and safety hazard or beyond all reasonable cleaning.
  5. Housekeeper will move furniture to assist us to perform the Services, provided that any items of furniture can easily and safely be moved by one person, up to a maximum weight of 20kg, or as deemed reasonable by the Housekeeper.
  6. Booked services that require the Housekeeper to be in an elevated position or work at height, for example when removing net curtains or cleaning internal windows, Housekeeper will only use an appropriate and safe step ladder provided by the Provider with no more than three steps. This will incur a £15 surcharge.
  7. Housekeepers may not empty rubbish bins which contain any hazardous or heavy items including pet waste, faeces, syringes, building or garden materials or hazardous chemicals.
  8. Housekeepers will not hand-wash any items of clothing and will only use a washing machine for such tasks.
  9. Housekeepers will be unable to work in an environment where there is building works or refurbishment works being carried out.
  10. The services will not be carried out if the condition of the property can be described as extreme, which could be excessively soiled, contaminated with animal or insect infestations or faeces, rotten food or hoarded properties. The provider reserves the right to cancel the booking and charge a full fee.

Working direct with the Housekeeper

  1. Client agrees to not employ, procure the services of, solicit, or engage, or attempt to engage directly with any staff of the Provider, at any time during the service or within 18 months after the date of the last service.
  2. In the event that the client breaches the above agreement, the client agrees to pay provider an employment referral fee of £1295.00 within 7 days of the Provider raising such invoice.
  3. Client agrees to not pay any form of monetary incentive or tips to the Housekeeper including cash, tips or other monetary or items valued above £5.00.

 How We may use Your Personal Information

  1. Provider will use the personal information provided by the client to:

(a)        provide the Services;

(b)        process payment for such Services; and

(c)        inform client about similar products or services, but client may stop receiving these at any time by contacting us.

  1. Provider will not give your personal data to any other third party, other than to our Housekeeping staff or third parties for the processing of payment or anyone assisting us in the performance of the Services.
  2. Provider reserves the right to take pictures the property and record all telephone conversations for training,
    quality control, record keeping and fraud prevention purposes.
  3. These Terms are governed by English law. You and we both agree to submit to the non-exclusive jurisdiction of the English courts.

Complaints / Compliments

  1. Should the client have any complaints or comments as to the quality of the service, client should call the office on 020 8460 9571 or email the office team at
  2. The provider will investigate the complaint and provide a response and offer of remedial action (if appropriate) within 7 working days.
  3. We encourage the client to contact the office team to share any feedback whether positive or negative to help us improve the quality of our service.
  4. Should client have a compliment to give to the Housekeeper, we would request that the client refrains from giving any monetary gift to the Housekeeper and allow the provider to appropriately reward the housekeeper for the good service they provide to you.