Payment Arrangement

Payment for services may be made by cash or cheque or by bank transfer on the day of service, with the exception of customers choosing to pay by a regular standing order.

Liability Procedure

While we make every effort not to break items, accidents do on occasions happen. Identical replacements are always attempted, but not guaranteed. For this specific reason, we request that all irreplaceable items (whether monetarily or with sentimental value) be stored away or not cleaned by our staff. APEX must be notified within 24 hours of service if damage is discovered. APEX is not responsible for damage due to faulty and/or improper installation of any item. All surfaces i.e. marble, granite, wood are assumed sealed and ready to clean without causing harm. APEX are not responsible for damages to antiques or art, these instead should be avoided by staff and customers are responsible for identifying items which should not be cleaned. APEX staff are instructed not to clean chandeliers.

APEX will not be held responsible for damages due to lack of instructions. If we are specifically requested to clean inside a china cabinet, for example, dust any computer equipment or wash dishes, the client agrees not to hold APEX or any of its employees responsible for damage to any article or component. Our employees are instructed not to lift any items more than 20 pounds in weight, for their safety.


The Company’s public liability insurance will cover damages caused by a cleaning operative working on behalf of the company up to £1,000,000. All claims are subject to an excess of £50.

In the case of damage, the company will repair the item at cost. If the item cannot be repaired the company will rectify the problem by crediting the customer with the item’s present cash value upon production of a receipt and from an agreed company source.

No claims shall be entertained if the client has an outstanding balance.

Any attempt to commit insurance fraud or any use of false information to commit any type of fraud will be prosecuted to the fullest extent of the law, together with the company and insurance provider. Monetary compensation as well as legal fees may incur.


APEX cleaners are instructed not to take bleach products into your premises and will clean using anti bacterial products as an alternative, to avoid damages caused by spillages of bleach. If customers wish their own bleach to be used in their bathroom areas, it is at their own risk. APEX and their employees are not held responsible for any damages caused by these products.


Your pets are important to us. For their safety as well as ours, please let us know how they should be handled. APEX cleaners are not expected or responsible for cleaning litter boxes or any messes made by pets.


We do not offer refunds once the service has been completed, but if there are problems then these need to be reported within 24 hours and we will attempt to rectify any faults. If the clean occurs on a Saturday then the problem needs to be notified to APEX by Monday 12:00.


Please let us know 48 hours in advance if you need to cancel your cleaning appointment, this will allow us time to re-schedule our cleaner with another customer. Our 48 hour Cancellation policy is designed to protect our cleaners from loss of income. If you cancel your appointment with less than 48 hours notice, you will be assessed a cancellation fee of £15.

Thank you for your co-operation and it is a pleasure to be of service.