Terms and Conditions

Terms & Conditions

Soap & Lark – Domestic & Commercial Cleaning Services and Household Products

Effective date: 01 September 2026

These Terms & Conditions (“Terms”) apply to services supplied by Soap & Lark (“Soap & Lark”, “we”, “us” or “our”) and, where applicable, goods purchased from us.

By booking a cleaning service or purchasing goods from us, you agree to these Terms. If you are a consumer, nothing in these Terms limits or excludes any rights you have under applicable UK consumer law.

Where you are acting wholly or mainly for purposes relating to your business, trade or profession, different legal rules may apply to your contract.

1. Our services

We provide domestic and commercial cleaning services as agreed with you at the time of booking.

Services may include:

Regular domestic cleaning
One-off cleaning
End-of-tenancy cleaning
Deep cleaning
Commercial cleaning
Other cleaning services agreed with you

The scope of each service, including the property, areas to be cleaned and any specific requirements, will be agreed before the service begins.

We will provide the service with reasonable care and skill and in accordance with what we have agreed with you.

2. Bookings and acceptance

Bookings may be made by telephone, email, website, messaging service or another communication method we make available.

A booking becomes confirmed when we have accepted it and agreed the relevant date, time, service and price with you.

We may decline a booking where we reasonably consider that we cannot safely or properly provide the requested service.

Where we need to cancel or change a confirmed booking, we will give you reasonable notice where practicable and will offer an alternative appointment where appropriate.

If we cancel a service and you have already paid for it, we will refund any amount paid for the service that we do not provide, unless you agree to an alternative arrangement.

3. Access to the property

You must provide safe and timely access to the property at the agreed appointment time.

Where access cannot be provided, we will try to contact you and, where reasonably possible, allow a short period for access to be arranged.

If we are unable to gain access and the appointment cannot reasonably be completed, we may treat the appointment as cancelled.

Any cancellation charge will be limited to a reasonable amount reflecting our genuine, unavoidable loss and costs, taking into account whether we can reasonably reallocate the appointment.

No cancellation charge will apply where you are exercising a statutory cancellation right.

4. Prices and payment

The price for the service will be agreed before the service is provided, unless the nature of the work means that the final price cannot reasonably be determined in advance.

Where the price is based on an estimate, we will explain this to you.

Any additional work or charges will be agreed with you before being carried out, except where immediate action is reasonably necessary to protect people or property.

Payment must be made using an accepted payment method and in accordance with the payment terms agreed at booking.

If payment is overdue, we may suspend future services after giving reasonable notice, subject to your statutory rights.

5. Cancellation and rescheduling by you

We understand that plans can change. If you need to cancel or reschedule, please contact us as soon as possible.

For cancellations that are not covered by a statutory cancellation right:

48 hours or more before the appointment: normally no cancellation charge.
Between 24 and 48 hours before the appointment: we may charge up to 20% of the agreed service price where reasonably necessary to cover unavoidable loss or costs.
Less than 24 hours before the appointment, including same-day cancellation: we may charge up to 40% of the agreed service price where reasonably necessary to cover unavoidable loss or costs.

These percentages are maximum amounts, not automatic charges. We will take reasonable steps to reduce our losses, including attempting to reallocate the appointment where possible.

We will not charge a cancellation fee where doing so would conflict with your statutory rights or where the charge would be unfair or disproportionate in the circumstances.

6. Statutory cancellation rights for services

If you are a consumer and enter into a contract with us online, by telephone or otherwise at a distance, or in circumstances where the Consumer Contracts Regulations 2013 apply, you may have a statutory right to cancel within 14 days.

The cancellation period for a service contract generally begins when the contract is entered into.

If you ask us to begin providing the service during the 14-day cancellation period, we may do so only where the required express request has been made.

If you subsequently cancel while the service is being provided, you may have to pay a proportionate amount for services properly supplied up to the point of cancellation, where the law permits this.

If a service is fully performed following your express request and the required acknowledgement that the right to cancel would be lost after full performance, your statutory cancellation right may end when the service has been fully performed.

Nothing in these Terms removes or restricts any statutory cancellation right that applies to you.

7. Your responsibilities

You agree to:

Provide safe working conditions.
Tell us about hazards, dangerous substances, fragile items and other relevant risks before work begins.
Provide access to electricity and running water where reasonably required.
Remove or secure valuable, fragile or particularly vulnerable items where appropriate.
Give us accurate information about the property and the work required.
Treat our staff and contractors respectfully.

You remain responsible for items that are not reasonably secured or for risks arising from information that you have not provided to us.

8. Health and safety

The safety of our staff, contractors, customers and other people at the property is important to us.

We may refuse, suspend or stop work where we reasonably believe that the work presents a significant health or safety risk.

This may include:

Dangerous or hazardous environments
Dangerous substances
Serious infestation or contamination
Unsafe access or working conditions
Aggressive, threatening or abusive behaviour
Other circumstances presenting a significant risk to people or property

Where reasonably possible, we will explain the reason for stopping or refusing the work and discuss whether the service can safely be rescheduled or adapted.

9. Service standards and complaints

We will provide cleaning services with reasonable care and skill and in accordance with the service agreed with you.

If you believe that a service has not been carried out properly, please contact us as soon as reasonably possible and explain the issue.

Where appropriate and where it is reasonably possible to do so, we may offer to return and re-clean the affected area.

A complaint should ideally be made within 24 hours so that we can inspect and address the issue promptly. However, this does not remove or restrict any statutory rights you may have if you notify us later.

Nothing in this section prevents you from exercising any remedy available to you under applicable law.

10. Damage and liability

We will take reasonable care when providing our services.

We are not responsible for:

Ordinary wear and tear.
Damage that existed before we began the service.
Damage caused by defective, unstable or unsuitable fixtures, fittings, surfaces or materials.
Damage caused by information or instructions supplied by you that were inaccurate or incomplete.
Loss or damage to items that you failed to reasonably secure where securing them was reasonably expected.

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

For consumers, nothing in these Terms removes or restricts your statutory rights or remedies.

11. Existing damage and fragile items

We recommend that you tell us about existing damage, defects, fragile surfaces, valuable items and unusual materials before the service begins.

Where an item or surface appears unsuitable for cleaning using ordinary methods, we may decline to clean it or may recommend a safer method.

We are not responsible for deterioration caused by an existing defect, weakness or unsuitable material where reasonable care could not have prevented the deterioration.

12. Non-solicitation of cleaners

We invest time and resources in recruiting, training and retaining our cleaning staff and contractors.

During the period in which a cleaner is providing services through Soap & Lark, and for 6 months after their last assignment with us, you agree not to deliberately circumvent Soap & Lark by engaging that individual directly to provide substantially similar cleaning services where the purpose is to avoid Soap & Lark’s involvement.

This provision does not prevent a person from responding to a general job advertisement or approaching an individual where there has been no deliberate circumvention of Soap & Lark.

If this provision is breached, Soap & Lark may seek compensation for its reasonable and demonstrable losses, subject to applicable law.

Any compensation sought will not exceed a reasonable amount reflecting the loss actually suffered and will not operate as a penalty.

This clause does not prevent you from exercising any statutory right.

13. Cleaning products and materials

Unless otherwise agreed, we may use our own standard cleaning products and equipment where reasonably suitable for the service.

You must tell us about any surfaces, materials, allergies, sensitivities or other requirements that may affect the choice or use of cleaning products.

Where you require us to use products supplied by you, you are responsible for ensuring that those products are suitable and correctly labelled.

We may refuse to use a product where we reasonably believe that doing so would create a health, safety or property risk.

Goods: Returns, Refunds and Consumer Rights

14. Statutory rights relating to goods

If you purchase goods from us as a consumer, the goods must comply with your statutory rights under applicable UK consumer law.

Among other requirements, goods must be of satisfactory quality, fit for any particular purpose made known to us, and as described.

If goods are faulty, defective, unsafe, not as described or otherwise fail to meet applicable statutory requirements, you may have legal remedies including repair, replacement, price reduction or refund, depending on the circumstances.

Nothing in these Terms limits or excludes those rights.

15. Online and distance purchases of goods

Where you purchase goods from us online, by telephone or through another distance-selling method, you will generally have a statutory 14-day cancellation period.

The cancellation period generally begins on the day after you receive the goods.

You do not normally need to give a reason for cancelling.

After telling us that you wish to cancel, you will normally have a further 14 days to return the goods.

Where you validly exercise the statutory cancellation right, we will provide the refund required by law.

16. Handling returned goods

During the statutory cancellation period, you may handle goods only to the extent reasonably necessary to establish their nature, characteristics and functionality, in the same way that you could reasonably examine them in a shop.

If goods are handled beyond what is reasonably necessary and their value is reduced as a result, we may make a lawful and proportionate deduction from the refund to reflect that reduction in value.

This does not affect your statutory rights relating to faulty, defective or incorrectly supplied goods.

17. Sealed and hygiene products

Some sealed goods may fall within a statutory exception to the 14-day cancellation right where the relevant legal requirements are met and the goods cannot reasonably be returned for health or hygiene reasons after the protective seal has been broken.

This may apply to some sealed soaps, cleaning products or other hygiene-related products.

We will identify any applicable restriction before purchase where required.

The fact that a product is described as a “soap”, “cleaning product” or “hygiene product” does not, by itself, remove statutory cancellation rights.

Any applicable exception does not remove your rights where goods are faulty, defective, unsafe or not as described.

18. Incorrect, damaged or defective goods

If you receive goods that are incorrect, damaged or defective, please contact us as soon as reasonably possible.

We will assess the issue and provide the remedy required by law, which may include replacement, repair, price reduction or refund depending on the circumstances.

Where we have supplied incorrect goods, we will arrange an appropriate remedy and will not require you to bear reasonable return costs that are our responsibility.

19. Refunds

Where you validly cancel a distance purchase under your statutory cancellation right, we will provide refunds within the period required by law.

For returned goods, this will normally be within 14 days of receiving the goods back or receiving evidence that you have returned them, whichever occurs first, subject to applicable legal requirements.

Refunds will normally be made using the original payment method unless you agree otherwise.

Where you cancel your entire order under a statutory cancellation right, we will refund the standard delivery charge originally paid. We are not normally required to refund the additional amount paid for a more expensive delivery option.

Where the law permits, you may be responsible for the direct cost of returning goods if you were informed of this before purchase.

20. In-person purchases

Where goods are purchased in person and you simply change your mind, there is generally no statutory right to a refund or exchange solely for that reason.

We may nevertheless offer a goodwill return or exchange policy. Any such goodwill policy will be explained at the time of purchase.

Your statutory rights concerning faulty, defective, unsafe or incorrectly described goods are unaffected.

21. How to contact us

To cancel a booking, exercise a statutory cancellation right, request a return, make a complaint or report a problem, please contact:

Business: Soap & Lark
Email: hello@soapandlark.co.uk
Telephone: +44(0)73 86 080 455

When reporting a problem, please provide your order or booking number where available, together with your name, contact details and relevant details of the issue.

You do not need to use a particular form to exercise a statutory cancellation right.

22. Changes to these Terms

We may update these Terms from time to time.

Any updated version will apply to future bookings and purchases from its effective date.

We will not use a change to these Terms to remove or reduce statutory rights that have already arisen or to retrospectively change the agreed terms of an existing contract unless permitted by law and agreed with you where required.

Where a significant change affects an ongoing service arrangement, we will give reasonable notice and explain the change.

23. Complaints and dispute resolution

If you have a concern, please contact us first so that we have a reasonable opportunity to resolve it.

We will consider complaints fairly and in good faith.

Nothing in these Terms prevents you from exercising any statutory rights or pursuing any remedy available to you under applicable law.

24. Governing law

These Terms are governed by the law of England and Wales.

If you are a consumer living in another part of the UK, nothing in this clause prevents you from relying on any mandatory consumer protection rights that apply to you under the law applicable to your circumstances.

25. Statutory rights and severability

Nothing in these Terms is intended to exclude, restrict or replace any consumer right or legal remedy that cannot lawfully be excluded or restricted.

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be modified or removed only to the extent necessary, and the remaining provisions will continue to apply.

Where a provision conflicts with a mandatory statutory consumer right, the statutory right will prevail.

Soap & Lark reserves the right to update these Terms from time to time, subject to the provisions above.