Terms&Conditions

Terms & Conditions

Last updated: 26 October 2026

1. About Us

These Terms & Conditions govern the use of the Domura Living website and the cleaning services offered by Domura Living Ltd (“we”, “us” or “our”).

Company name: Domura Living Ltd
Company number: 16374098
Registered office: 2nd Floor 10-12 Bourlet Close, London, United Kingdom, W1W 7BR
Email: Info@dliving-cleaning.com
Telephone: 447498660340

Domura Living provides residential and commercial cleaning services, including regular cleaning, one-off cleaning, end-of-tenancy cleaning and other services listed on our website.

For enquiries about our services or these Terms & Conditions, please contact us using the details above.

2. Acceptance of These Terms

By using our website, contacting us to enquire about our services or making a booking, you agree to the applicable provisions of these Terms & Conditions.

A booking may also be subject to a separate quotation, booking confirmation or service agreement. If additional terms are provided for a particular service, those terms should be read together with this document.

Nothing in these Terms & Conditions affects any rights you may have under applicable consumer protection laws.

3. Our Services

We aim to provide reliable and professional cleaning services to residential and commercial customers.

The services available may include:

Regular domestic cleaning.
One-off and deep cleaning.
End-of-tenancy cleaning.
Commercial cleaning.
Other cleaning services agreed with the customer.

The precise scope of each service will depend on the customer's requirements, the property, the agreed quotation and the booking confirmation.

Any specific tasks, exclusions, estimated duration or additional services should be agreed before the appointment.

We reserve the right to decline a request where we cannot reasonably provide the requested service, subject to applicable law and any existing contractual obligations.

4. Service Areas and Availability

Our service availability depends on location, staff availability, the type of cleaning requested and the time of the proposed appointment.

Customers should contact us to confirm whether we cover their property and whether a suitable appointment is available.

Any service areas or availability information displayed on our website is provided as a general guide and does not guarantee that a particular appointment can be accepted.

5. Quotes and Pricing

Prices will be communicated to the customer before a booking is confirmed.

The final price may depend on factors such as:

The size and condition of the property.
The type of cleaning required.
The number of rooms or areas to be cleaned.
The estimated time needed.
Any additional services requested.
Special requirements agreed before the appointment.

Where a quotation is based on information supplied by the customer, the customer should provide accurate details about the property and the work required.

If the actual condition or requirements differ materially from those described, we will discuss any necessary change to the scope, price or duration with the customer before proceeding with additional chargeable work.

No additional charge will be imposed without an appropriate contractual basis and any consent required by law.

Unless expressly stated otherwise, quotations are subject to confirmation by Domura Living Ltd.

6. Booking and Confirmation

Customers may enquire about or request a booking through the contact methods made available by Domura Living.

A booking request does not automatically constitute a confirmed appointment.

A booking is confirmed when Domura Living has communicated its acceptance and provided the relevant appointment details.

Customers should check the confirmation carefully, including the service requested, property address, date, time, price and any agreed special instructions.

If any details are incorrect, please contact us as soon as possible.

7. Customer Responsibilities

To help us deliver the agreed service, customers are responsible for:

Providing accurate information about the property and requested work.
Ensuring that we can access the property at the agreed time.
Providing any necessary access instructions in advance.
Informing us of relevant hazards, damage or unusual conditions.
Securing valuable, fragile or personal belongings.
Ensuring that the property is reasonably accessible and that the agreed work can be carried out safely.
Informing us in advance of any special requirements or restrictions.

Customers should notify us of any circumstances that may affect the safety of the cleaner or the performance of the agreed service.

We may need to pause, modify or decline work where the property presents an unreasonable health or safety risk. Any resulting changes to the booking or charges will be handled in accordance with the agreed terms and applicable law.

8. Access to the Property

Customers must arrange suitable access for the agreed appointment.

If a cleaner cannot enter the property because access has not been provided, the customer should contact us as soon as possible.

Any resulting waiting time, rescheduling or charge will be handled according to the cancellation and booking terms communicated to the customer.

We will take reasonable care when entering and working in a customer's property.

Customers should inform us of any access arrangements, security systems, pets or other relevant circumstances before the appointment.

9. Cleaning Standards and Service Limitations

We aim to provide cleaning services with reasonable care and skill.

The result of a cleaning service may depend on the condition of the property, the type and age of surfaces, existing damage, the level of soiling and other circumstances outside our control.

Some stains, marks, odours, limescale, mould, ingrained dirt or other conditions may not be fully removable through ordinary cleaning.

Unless expressly agreed in writing, our cleaning services do not include specialist restoration, hazardous-material removal, structural repairs or other specialist work outside the agreed scope.

We do not guarantee that every stain, mark or imperfection will be removed.

Any limitations relevant to a particular service should be discussed before the work begins.

10. Customer Belongings and Property Condition

Customers should secure cash, jewellery, important documents and other valuable or fragile items before the cleaning appointment.

Please notify us before the appointment of any delicate surfaces, specialist materials, existing damage or items requiring particular care.

We will take reasonable care when carrying out the agreed services.

Nothing in these Terms & Conditions excludes or limits liability where such exclusion or limitation is prohibited by law, including liability arising from negligence where it cannot lawfully be excluded.

Customers who believe that damage has occurred during a cleaning appointment should notify us promptly and provide relevant details and supporting evidence where available.

11. Changes, Cancellations and Rescheduling

Customers who need to change or cancel an appointment should contact Domura Living as soon as possible.

The applicable notice period, cancellation charges and rescheduling arrangements will be communicated during the booking process or in the relevant booking terms.

Cancellation notice period: [Insert the period confirmed by the owner.]

Cancellation and rescheduling charges: [Insert the confirmed policy or link to the separate Cancellation Policy.]

Any cancellation charge must be consistent with the terms agreed with the customer and applicable law.

Where consumer cancellation rights apply, these rights will be respected.

If we need to cancel or reschedule an appointment, we will notify the customer as soon as reasonably practicable and discuss an alternative appointment where possible.

12. Payment Terms

The customer must pay the agreed price in accordance with the payment instructions and deadline communicated when the booking is confirmed.

Accepted payment methods: [Insert accepted payment methods.]

Payment timing: [Insert whether payment is required before the appointment, on completion or within an agreed period.]

Any deposit, advance payment or other payment arrangement will be communicated to the customer before the booking is confirmed.

Where an invoice is issued, the payment deadline shown on the invoice will apply, subject to the agreed contract and applicable law.

If a customer believes that a charge is incorrect, they should contact us promptly with details of the issue.

Nothing in these Terms & Conditions removes any consumer rights relating to payments, refunds or disputed services.

13. Refunds and Complaints About Services

If you are dissatisfied with a cleaning service, please contact us as soon as possible and explain the issue.

We will review the information provided and, where appropriate, ask for additional details or photographs.

Depending on the circumstances, the agreed service and applicable law, a reasonable resolution may include discussing the issue, arranging a return visit, correcting an agreed shortcoming, providing an appropriate price adjustment or offering another lawful remedy.

Any remedy will depend on the facts of the case and the customer's legal rights.
We do not promise an automatic refund or free re-clean in every situation. However, nothing in this section limits any remedy to which a customer is legally entitled.

For further information, please refer to our Complaints Policy and Cancellation, Rescheduling & Refund Policy, where available.

14. Customer Cancellation Rights

Depending on how a contract is made and the circumstances of the booking, UK consumer law may provide a customer with a right to cancel within a statutory cancellation period.

Different rules may apply where a customer expressly requests that a service begin during that period or where a relevant legal exception applies.

Where statutory cancellation rights apply, we will provide the required information and respect those rights.

Customers who wish to request that a service begins before the end of a statutory cancellation period should communicate this request clearly during the booking process.

We will not rely on a waiver of consumer rights unless the applicable legal requirements have been met.

15. Website Content and Availability

We make reasonable efforts to keep the information on our website accurate and up to date.

However, website descriptions, photographs, service information and other content are provided for general information and may not represent the exact circumstances of every property or booking.

We may update website content from time to time.

A change to website content does not retrospectively change the terms of a booking that has already been confirmed unless the parties agree otherwise or applicable law permits it.

We cannot guarantee that the website will always be available without interruption or technical errors.

16. Privacy and Personal Information

We process personal information in accordance with our Privacy Policy and applicable data protection law.

Information may be used to respond to enquiries, manage bookings, provide services, process payments, handle complaints and meet legal obligations.

For details about the personal information we collect, how we use it, how long we retain it and the rights available to individuals, please read our Privacy Policy.

17. Third-Party Services and Links

Our website may contain links to third-party websites, platforms or services.

These links are provided for convenience or information. Unless expressly stated otherwise, we do not control third-party websites and are not responsible for their content, policies or availability.

Customers should review the terms and privacy policies of third-party services they choose to use.

18. Limitation of Liability

We will perform our services with reasonable care and skill and comply with our obligations under applicable law.

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

In particular, nothing in these Terms & Conditions 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.

Subject to the preceding paragraph, any liability arising from a particular service will be assessed in accordance with the applicable contract and law.

We are not responsible for loss or damage caused by circumstances outside our reasonable control, except where applicable law provides otherwise.

19. Events Outside Our Reasonable Control

If an event outside our reasonable control prevents or significantly affects the delivery of a service, we will notify the customer where reasonably practicable and discuss appropriate arrangements.

Such events may include severe weather, emergencies, serious transport disruption, unexpected property-access issues or other circumstances that could not reasonably have been prevented.

This section does not remove any rights or obligations that apply under consumer law or the relevant booking agreement.

20. Changes to These Terms

We may update these Terms & Conditions from time to time.

The current version will be published on our website with its latest update date.

The version applicable to a particular booking will be determined by the terms agreed for that booking and applicable law.

Where a change materially affects an existing customer arrangement, we will communicate the change and obtain agreement where required.

21. Governing Law and Jurisdiction

These Terms & Conditions are governed by the laws applicable in the relevant part of the United Kingdom, subject to any mandatory consumer protections that apply.

Any dispute will be handled by the courts or other appropriate bodies with jurisdiction under applicable law.

Nothing in this section removes any mandatory legal rights a consumer may have to bring a claim in another competent jurisdiction.

22. Contact Us

If you have questions about these Terms & Conditions, wish to discuss a booking or need to raise a concern, please contact us:

Domura Living Ltd
Company number: 16374098
Registered office: 2nd Floor 10-12 Bourlet Close, London, United Kingdom, W1W 7BR
Email: Info@dliving-cleaning.com
Telephone: 447498660340

We will aim to respond to enquiries as soon as reasonably practicable.

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