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Terms & Conditions


Last updated: 12 May 2026

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These Terms & Conditions (“Terms”) apply to all cleaning services provided by Oysterbay Group LTD T/A HEY MAID! (“we”, “our”, “us”) to customers (“you”, “your”) within the London area in the United Kingdom.

By booking a service with HEY MAID!, you agree to these Terms.

 

1. Services

HEY MAID! provides residential and/or commercial cleaning services, including but not limited to:

  • General domestic cleaning

  • Deep cleaning

  • End of tenancy cleaning

  • Office cleaning

  • Airbnb/short-let cleaning

  • One-off cleaning services

The exact scope of work will chosen by the client at the time of booking.

 

2. Bookings

Bookings may be made by phone, email, website, social media, or messaging platforms.

All bookings are subject to availability.

We reserve the right to refuse or cancel bookings at our discretion.

 

3. Access to Property

You are responsible for ensuring safe and timely access to the property.

If our cleaners cannot access the property at the scheduled time, a cancellation or lockout fee may apply.

If keys or entry codes are provided to us, we will take reasonable care to keep them secure.

 

4. Pricing & Payment

Prices are quoted based on the client's booked service at the time of booking.

Additional charges may apply if:

  • the property condition differs significantly from the description provided;

  • additional time or services are required;

  • there are excessive cleaning conditions.

Payment terms:

  • Payment is due immediately when booking online.

Accepted payment methods is card only. 

Payments for bookings made by phone, email, social media, or messaging platforms will be sent an invoice which must be paid within 24 hours before the booking or it will be automatically cancelled.

Cash in hand payments are NOT accepted. However, tipping our staff is permitted.

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5. Cancellations & Rescheduling

Customer Cancellations

  • Cancellations made more than 24 hours before the appointment: no charge.

  • Cancellations made within 24 hours of the appointment may incur up to 50% of the booking fee.

  • Same-day cancellations or failure to provide access may be charged at 100% of the booking fee.

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Rescheduling

We will make reasonable efforts to accommodate rescheduling requests.

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Our Right to Cancel

We reserve the right to cancel or reschedule services due to illness, emergencies, unsafe conditions, severe weather, or circumstances beyond our control.

 

6. Satisfaction Guarantee

If you are dissatisfied with the cleaning service, you must notify us within 24 hours of service completion.

We may offer to re-clean the affected area at no additional cost where appropriate.

Refunds are provided at our discretion.

 

7. Health & Safety

Our cleaners reserve the right to refuse work in unsafe or hazardous environments.

You must inform us in advance of:

  • hazardous materials;

  • infestations;

  • dangerous conditions;

  • aggressive pets;

  • ongoing construction work.

 

8. Damage & Liability

While we take reasonable care during cleaning services, accidents may occasionally occur.

Any claims for damage must be reported within 24 hours of the service.

We are not liable for:

  • pre-existing damage;

  • normal wear and tear;

  • faulty fixtures or fittings;

  • damage caused by unstable or improperly installed items;

  • loss of cash, jewellery, or valuables unless caused by proven negligence.

Our liability shall be limited to the value of the service provided unless otherwise required by law.

 

9. Pets

Pets should be secured where necessary to ensure the safety of both the cleaners and the animals.

We are not responsible for pets escaping during cleaning appointments unless caused by negligence.

 

10. Supplies & Equipment

Unless otherwise agreed, HEY MAID! may provide cleaning products.

We are unable to provide cleaning equipment at present.

You must inform us of any allergies or product sensitivities before the appointment.

 

11. Non-Solicitation of Staff

You agree not to directly hire or solicit any HEY MAID! employee or contractor introduced to you without written permission from us.

 

12. Photography

We may take before-and-after photographs for quality control purposes and to share on our social media and website for marketing purposes. Please note, we will request permission before doing so. 

No identifying personal information will be shared publicly without your consent.

 

13. Consumer Rights

Nothing in these Terms affects your statutory rights under UK consumer protection laws, including rights under the Consumer Rights Act 2015 and applicable cancellation rights for distance bookings under UK consumer regulations.  

14. Force Majeure

We are not responsible for delays or failure to perform services due to events beyond our reasonable control, including severe weather, transport disruption, illness, strikes, or emergencies.

 

15. Privacy

Any personal information collected will be handled in accordance with applicable UK data protection laws.

 

16. Changes to These Terms

We may update these Terms from time to time without prior notice.

The latest version will apply to all future bookings.

 

17. Governing Law

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

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

 

Contact Information:

Oysterbay Group LTD​ 

124 City Road
London

EC1V 2NX 

United Kingdom

Email: info@heymaiduk.com

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