HH Terms of Service

commercial . residential . upholstrey . bio-hazard

Please read these Terms and Conditions carefully before using (Company Website) operated by Holistic Hygiene Limited.This document acts as a guide for our clients, visitors, users, and others who access or use our services. HH Ltd reserves the right to make any changes to any part of these terms and conditions. A notice will be placed on the site notifying you of this change.

By accessing or using Holistic Hygiene Limited services, you agree to be bound by these terms and conditions.

Commercial and Domestic Cleaning Services

HH provides commercial and domestic cleaning on a quotation basis for cleaning services organized on daily, weekly, and monthly basis. Please contact us for your personalized quote.

Estimates for length of time it takes to clean a home or office of similar size is based on average time and does not accurately depict the length of time such tasks may take; a degree of flexibility may be required.

Upon the request for a quote, client agrees to provide a list of tasks and all cleaning specifications needed for the required job. Client agrees that an applicable charge will be assessed for cleaning materials provided by HH Ltd.

In the case that HH operatives are required to use Client electrical equipment, the client must provide clear and detailed instructions on operation and cleaning of such said electrical equipment.

If an HH operative needs to collect keys from a third party address, then a transport fee will apply.

HH cleaning will not be responsible for triggering any alarm systems. Client agrees to give any special instructions for deactivation/activation of any household alarm systems to the supervisor of the cleaning team. We are vigilant about safeguarding your key/alarm activation codes and therefore each key/activation code will be kept in a key safe in our office. If you are uncomfortable disclosing your alarm activation code, please make sure that your alarm is deactivated on the date of the scheduled cleaning service. In the case that you do decide to give your key/alarm activation code, it will only be accessed by our service team the day of your scheduled cleaning service and will be returned to the office at the end of the day. Upon termination of our service, we will only return keys and destroy alarm activation codes only to clients who come in personally and show their ID.

HH reserves the right to suspend cleaning services if:

  • the agreed weekly or monthly payments are in arrears
  • upon inspection, the building is not suitable for cleaning or treatment
  • water or power is not available
  • there is an interference in the work from the client or any other person
  • It is not safe to our staff

Booking and Service Availability

All services that are displayed on this site can be reserved at the time of a reservation request unless the service is indicated as unavailable for a specific date.

Payment Options

Methods of payment accepted are cash, check, Master Card, Visa, and MPESA. Please make all cheques payable to Holistic Hygiene Limited. Payment for service is due on or before the day of service unless other terms are agreed upon. A credit card is maintained on file and billing options are discussed as part of client agreement. A five percent per month late fee will be assessed for late payment and bounced cheques.

Cancellation Policy

All reservations must be secured by payment of sums whose amount shall be determined by Holistic Hygiene Limited.

Clients may cancel the scheduled cleaning job up to 48 hours (including weekends and holidays) prior to the agreed start time. If you need to cancel or would like to reschedule your reservation, please phone or email the Company directly.

Reservations that are cancelled are subject to cancellation charges as follows:

  • Cancellation of a cleaning job made less than 48 hours prior to the scheduled appointment will incur a 50% charge of the total cost of the cleaning job as a cancellation fee.
  • In the event of a lock-out case by our cleaners being turned away; no one home to let them in; no water or power available at client’s premises or problem with client’s keys will incur the total cost of the cleaning job as a cancellation fee.
  • If an initial deposit has been paid to HH Ltd then client agrees that deposit funds may be used to cover the cancellation fee.

If you would like to cease receiving service temporarily, long-term or permanently we request two weeks’ notice.

The Client agrees that after the termination of the cleaning service he/she will not hire or use any domestic services provided by a present or past cleaner introduced to the Client by the Company until the lapse of 1 year following termination of the engagement.

Refund Policy

No refunds will be awarded on services which havecommenced or have been completed. If there is any issue with the service, the client is encouraged to follow complaints procedure.

In the case that the cleaning job is below client’s satisfaction, call us within 24 hours and we will re-clean at no additional charge.


Gratuity is not required or expected, but always appreciated. If you do choose to leave, cash is preferable as it will be shared equally by your cleaning team. An occasional note to the team when they really impress you would also be welcomed. In addition, your cleaning team receives bonuses based on your feedback, so please call or drop us a note through our website.


We value our employee’s ergonomic and general health safety very seriously. If you’d like cleaning done behind a refrigerator/stove, please move it prior to the cleaning service. We don’t want to scratch your floors or cause damage to any of your appliances and equipment.


Holistic Hygiene Limited is covered under both a Public Liability and an Employer’s Liability insurance. The Public Liability insurance covers personal injury or property damage caused by our business. Our insurance does not cover any broken down equipment that ceases to function as a result of our business. We require that you report any dysfunctional appliances before we begin the cleaning job. HH urges the Client to be responsible to remove or store away any valuables prior to the start of the cleaning job.

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