Terms & Conditions
Last updated: 26 June 2026
These terms govern your booking of end of tenancy cleaning services from DepositBack. By booking and paying for a clean, you agree to these terms.
1. Who we are
DepositBack is a trading name of Helix AI Group Ltd, registered in England and Wales (company number 16454835). References to "we", "us" and "our" mean Helix AI Group Ltd. "You" means the person booking the service.
2. Our service
We provide professional end of tenancy ("checkout") cleaning at residential properties across London. Each clean follows a checkout-inventory standard checklist covering the kitchen, bathrooms and all rooms, as described on our website. An oven deep clean is included as standard.
3. Quotes and pricing
- The price shown by our instant quote tool is a fixed price based on the property size and any add-ons you select. It includes VAT where applicable.
- Optional add-ons (e.g. carpet deep cleaning per room, a second living room) and a next-day priority option are charged as shown at the time of quoting.
- Properties of 5+ bedrooms or unusually large/soiled properties are quoted separately; we may contact you to confirm a tailored price before any clean takes place.
- We reserve the right to adjust or decline a job if, on arrival, the property's size or condition materially differs from what was described at booking. We will discuss any change with you before proceeding.
4. Booking and payment
- Bookings are made online. You select a date and time slot and provide your contact and property details.
- Full payment is taken upfront at the time of booking, processed securely by Stripe. Your booking is confirmed once payment is successfully completed.
- If payment is not completed, the slot is not secured. We may contact you to help complete your booking.
5. Access and your responsibilities
- You are responsible for ensuring we have access to the property at the booked time (e.g. keys, entry codes, or someone to let us in).
- Please ensure utilities (electricity, hot and cold running water) are available, as they are required to clean effectively.
- The property should be empty of personal belongings where possible so all areas can be cleaned. We are not responsible for cleaning around large quantities of belongings left in place.
- If we cannot gain access at the booked time, or access is delayed significantly, this may be treated as a late cancellation (see our Refund & Cancellation Policy).
6. The DepositBack 72-hour re-clean guarantee
If your landlord or letting agent is not satisfied with the standard of the clean, we will return and re-clean the relevant areas free of charge, provided you notify us within 72 hours of the clean. The guarantee covers re-cleaning only; it does not cover any deposit deductions, third-party costs, or matters unrelated to the cleaning we carried out. To claim, contact us with details (and, where possible, the agent's or landlord's check-out report).
7. Cancellations, rescheduling and refunds
Cancellations, rescheduling and refunds are governed by our Refund & Cancellation Policy, which forms part of these terms.
8. Liability
- We are fully insured and take care in carrying out our work.
- We are not liable for pre-existing damage, wear and tear, or items that cannot be cleaned to an "as new" standard due to their age or condition.
- You must report any concern about damage or the standard of work within 72 hours of the clean so we can investigate.
- Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded by law. Subject to that, our total liability for any booking is limited to the amount you paid for that booking.
9. Your consumer rights
Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015, including the right to services carried out with reasonable care and skill.
10. Governing law
These terms are governed by the laws of England and Wales, and any disputes are subject to the exclusive jurisdiction of the courts of England and Wales.
11. Contact
Questions about these terms? Contact us at hello@depositbacklondon.com.