These policies are in place for the safety of both our clients and our team, and for the fair and consistent management of every service we provide. They set out what to expect at each stage of working with Una Home, from booking through to ongoing service.
All official communication is conducted via Una Home's official channels: email, phone, and WhatsApp.
Payments are made directly via bank transfer to the Una Home account. Cash payments are accepted but must be arranged in advance via collection.
Payment is due on the day of service, unless another arrangement has been agreed in advance.
Clients who do not provide keys must be available to let the cleaner in. If access is delayed by more than 20 minutes, the appointment is treated as cancelled and the full service fee applies.
Clients are asked to provide standard cleaning supplies (see Una Home's supplies checklist). If preferred, Una Home can provide these instead for an additional charge, arranged in advance.
For appointments of 4 hours or longer, we kindly ask clients to allow a 10–15 minute break for the cleaner to have a meal, where needed.
Cancellations made at least 3 working days in advance are free of charge. Cancellations within 24 hours of the appointment are charged at 50% of the service fee. Cancellations made on the day of the appointment are charged the full service fee.
If the assigned cleaner is unwell, the client may choose to reschedule free of charge, or have a substitute cleaner attend the original booked slot.
If a cleaner does not attend an appointment for any reason, a substitute will be provided for the next available slot, arranged around the availability of both client and cleaning team.
When a client is away and pauses their regular service, this is charged at half the usual rate.
When a client's usual cleaner is on leave, a substitute is provided so the service continues as scheduled.
On days when Una Home is closed, no services are provided and clients are not charged.
Clients wishing to permanently cancel a regular service arrangement are asked to provide one month's notice.
Una Home reserves the right to end services immediately, at any time, if circumstances are found to be unfair or untenable for either the agency or the assigned cleaner.
Una Home carries full insurance. Any accidental damage during a visit should be reported as soon as possible so it can be resolved appropriately.
Our team is unable to undertake work involving hazardous waste, pest infestations, or otherwise unsafe conditions. Please let us know in advance of any such circumstances so we can discuss the best way to proceed.
Una Home has zero tolerance for abuse of staff, of any kind, from any party.
Una Home is committed to discretion and to respecting each client's privacy and personal space at all times.
Last updated 2026. If you have any questions about these policies, please get in touch via hello@unahome.co.uk or 07538 211423.
We're happy to talk through any of the above before your first visit.
