Last updated: June 2026
Terms of Service
Welcome to Protocol Clean. These Terms of Service set out the legal agreement between us and you, our valued client. By booking a service with us, you are agreeing to these terms in full. We’ve written them in plain English to ensure everything is clear from the start, so you can focus on enjoying a cleaner environment.
We are Protocol Clean, providing premium residential and commercial cleaning across the West Midlands, including Birmingham, Dudley, Walsall, Wolverhampton, and nearby areas. Our mission is to provide an exceptional, reliable service that respects your property and your time.
If you have any questions about these terms or our services, please reach out to us at hello@protocolclean.com or call us on +44 7934 972726. We are always happy to discuss how we can best support your cleaning needs.
Service Terms
Bookings & Property Access
Protocol Clean provides premium cleaning services across Birmingham, Dudley, Walsall, and Wolverhampton. Bookings are confirmed upon receipt of a confirmation email. By booking, you agree to provide our team with safe access to the property at the scheduled time. This includes provided keys, entry codes, or a person present to grant access. If we are unable to gain access, a call-out fee may apply as per our cancellation policy.
Client Responsibilities & Pets
To ensure the best result, we ask that surfaces are cleared of personal items before our arrival. While we love pets, for health and safety reasons, we ask that they are secured in a separate area during the clean. Protocol Clean reserves the right to stop work if a pet's behaviour is deemed to interfere with the cleaning process or the safety of our staff.
Scope & Cancellation Policy
We include all standard cleaning supplies unless specialised equipment is requested. Exclusions typically include hazardous waste removal, exterior windows above ground level, and heavy lifting of furniture. We understand plans change; however, we require at least 48 hours' notice for cancellations or rescheduling. Cancellations made with less than 24 hours' notice will incur a charge of 50% of the quoted service price.
Health & Safety
The safety of our clients and staff is paramount. Our team is fully trained in COSHH and proper cleaning protocols. We reserve the right to refuse service in environments that pose a health risk, including presence of mould, pest infestations, or unsafe structural conditions. Any such refusal will be documented and discussed with the client immediately.
Payments and Refunds
Last updated: JUNE 2026
1. Pricing and Quotes: All service prices are provided as a bespoke quote based on the specific requirements of your property in the West Midlands. Quotations are valid for 30 days. We reserve the right to amend the price if the property condition differs significantly from the description provided during the quoting process.
2. Deposits and Booking: To secure your premium cleaning slot, a non-refundable deposit may be required at the time of booking. For commercial contracts or large end-of-tenancy cleans, full or partial upfront payment terms will be agreed upon during the booking stage.
3. Payment Due Dates: Payment for residential cleans is due immediately upon completion of the service unless otherwise specified on your invoice. For commercial clients, standard payment terms are 14 days from the date of invoice.
4. Late Payments: We understand things get busy, but late payments affect our ability to serve you. In accordance with the Late Payment of Commercial Debts (Interest) Act 1998, we reserve the right to charge interest and recovery costs on overdue accounts.
5. Refunds and Promotions: Refunds are handled on a case-by-case basis. If you are not satisfied with a clean, please notify us within 24 hours so we can arrange a re-clean. Promotional offers cannot be combined and are subject to availability in Birmingham, Dudley, Walsall, and Wolverhampton areas.
Liability & Damage
While Protocol Clean is fully insured, our technicians are human and accidents can happen. We will repair or replace any items damaged as a direct result of our negligence, provided it is reported within 24 hours of service completion. Please note we cannot be held liable for internal wear and tear, pre-existing damage, or items not properly secured or mentioned in the initial property scope. Our liability is limited to the total cost of the service provided in that session.
Governing Law
These terms are governed by the laws of England and Wales. By booking our services, you agree that any disputes arising from our agreement will be subject to the exclusive jurisdiction of the English courts. This includes services provided within Birmingham, Dudley, Walsall, Wolverhampton, and surrounding areas.
Complaints Procedure
Your satisfaction is our priority. If you are unhappy with any aspect of our service, please contact us within 24 hours. We will investigate the issue and, where appropriate, arrange a re-clean of the specific area free of charge. Termination of regular services requires 7 days' notice via email.