Terms of service

Last updated 4 November 2026

1. Definitions

• “Indigo”, “we”, “us” means Indigo Cleaning Services (Pty) Ltd.
• “You”, “the client” means the person or company that requests a quote or books a service, and anyone who books on their behalf.
• “Premises” means the home, office, garden or other place where we work.
• “Booking” means a service confirmed in writing as set out in clause 3.
• “Cleaner” means any person we send to carry out a booking, including a gardener.

2. Quotes and prices

• Prices on our website, including the estimate shown on the quote form, are starting prices only and are not an offer. Your price is set in a written quote.
• Discounts for regular cleaning (every 2 weeks, weekly, or twice a week or more) apply only while you keep that schedule. If visits are skipped, cancelled or made less often, we may charge the price for the schedule you actually use.
• Extra time is charged per hour booked, at the rate in your quote. Your cleaner works only the hours booked; ironing, laundry or other tasks that do not fit in that time are not done unless more time is added and paid for.
• A quote is valid for 7 days and is based only on the information you give us: the service, the size and condition of the premises, and how often.
• If the premises are larger, dirtier or different from what you described, we may, at our choice, charge the price for the correct size and condition, limit the clean to the time and work quoted, or cancel the clean. If we cancel for this reason, the call-out fee in clause 6 applies.
• Only the tasks listed in your quote are included. Any extra task needs a written price before it is done.
• Prices for regular cleaning and office contracts may increase once a year, or when the national minimum wage increases, with 30 days’ written notice.

3. Bookings

• A booking is made only when we confirm the date, time and price in writing, including on WhatsApp, and, where clause 5 requires it, payment is received.
• By confirming a booking, or by letting a cleaner start work, you accept these terms. Your written confirmation on WhatsApp or email is a valid electronic signature.
• We may refuse any booking without giving a reason.
• Arrival times are given as a window. We are not liable for delays caused by traffic, public transport, weather, load-shedding, protest action or anything else outside our control.

4. Your responsibilities

• Give us access at the agreed time, with working water, electricity and lights.
• Unless your quote says otherwise, supply all cleaning products and equipment in good, safe condition. If something essential is missing, the cleaner will do only what can safely be done with what is available, and the full price remains payable.
• Lock away or remove cash, jewellery, firearms, medication, important documents and other valuables or sentimental items before the clean. We accept no liability for any such item left out.
• Keep pets secured and away from the cleaner for the whole clean. If a pet threatens or injures a cleaner, the cleaner may leave, the full price remains payable, and you are responsible for any medical costs.
• Tell us in writing before the clean about alarms, cameras, fragile or high-value surfaces and items, and any special cleaning instructions. If you have cameras inside the premises, you must tell us.
• Provide a safe place to work. You must not ask a cleaner to work at unsafe heights, move heavy furniture, handle hazardous, medical or human waste, or clean areas with mould, pests or other health risks.
• Treat our cleaners with respect. Abuse, harassment, threats, intoxication or any unsafe behaviour by you or anyone at the premises entitles the cleaner to leave immediately. The full price remains payable and we may end all further services.

5. Payment

• Once-off cleans (regular, deep, move-in and move-out) are paid in full by EFT before the clean. We may decline to start until the payment reflects in our account.
• Regular home cleaning is invoiced monthly in advance and must be paid before the first clean of the month.
• Office contracts are invoiced monthly in advance and payable within 7 days of the invoice date.
• Use your invoice number as the payment reference. Payments are only valid into the bank account shown on our invoice. We will never ask you to pay into a different account by WhatsApp or phone; confirm with us before paying any changed details. We are not liable for money paid into a wrong or fraudulent account.
• Overdue amounts bear interest at the rate prescribed under the Prescribed Rate of Interest Act, and we may suspend all services until the account is paid in full.
• If we hand an overdue account to attorneys or collectors, you are liable for the reasonable legal and collection costs, as the law allows.
• Cash payments to cleaners are not accepted. Tips are at your discretion.

6. Cancellations, missed access and lockouts

• You may cancel or move a booking free of charge with at least 48 hours’ notice.
• With less than 48 hours’ notice, a cancellation fee of 50% of the booking price applies.
• With less than 24 hours’ notice, if the cleaner cannot get in within 30 minutes of the agreed time, or if the cleaner is turned away, the full booking price is payable as a call-out fee.
• Prepaid amounts are refunded, less any fee above, within 10 working days. Free rescheduling is limited to twice per booking.
• We may cancel or move a booking because of illness, safety risk, severe weather or other events outside our control. If we do, you may choose a new date or a full refund of any amount paid for that booking. We are not liable for any further loss.

7. Quality and complaints

• If something in your quote was missed, tell us in writing within 24 hours of the clean, with photos. We will return to clean those areas at no charge. This is your remedy for a missed area; we do not give refunds for a clean that has been carried out.
• Complaints made after 24 hours, or after the premises have been used, re-occupied or handed over to a landlord or new owner, cannot be accepted, as the condition can no longer be checked.
• Move-out cleans are cleaning only. We do not guarantee that a landlord, agent or body corporate will accept the clean or refund a deposit.
• Cleaners may take before-and-after photos of the areas cleaned, for quality records only. These never show people and are handled under our privacy policy.

8. Damage, loss and liability

• Any damage or loss must be reported to us in writing within 24 hours of the clean, with photos. Claims reported later will not be accepted.
• Any claim of theft must be reported to the South African Police Service within 24 hours, and the case number given to us. We will co-operate fully with the police.
• Where we are found responsible for damage, we may, at our choice, repair the item, replace it with a similar item, or pay its reasonable depreciated value.
• Our total liability for any one booking, however it arises, is limited to the price you paid for that booking, except where the damage or loss was caused by our gross negligence or wilful misconduct, or where the law does not allow the limit.
• We are not liable for: normal wear and tear; items that were already damaged, worn, loose, faulty or badly installed; damage from following your instructions or using products or equipment you supplied; items and surfaces you did not tell us were fragile or high value; valuables left out contrary to clause 4; or any indirect or consequential loss, such as loss of income, rental or a deposit.

9. Results we cannot guarantee

• Cleaning cannot remove every mark. We do not guarantee the removal of old or set-in stains, rust, limescale, mould marks, scratches, burns, odours or discolouration, or that worn surfaces will look new.
• We are not liable for damage caused by cleaning products, chemicals or equipment that you supplied or asked us to use, or by a surface that is not suitable for normal cleaning, unless you told us in writing beforehand.

10. Indemnity

• You indemnify Indigo, its directors and its cleaners against any claim by another person (including your household, tenants, visitors, landlord, body corporate or employees) arising from the condition of the premises, your instructions, your pets, your equipment or products, or your breach of these terms.
• You are responsible for injury to a cleaner caused by an unsafe condition at the premises that you knew of or should have known of and did not tell us about in writing.

11. Events outside our control

We are not liable for any failure or delay caused by events outside our reasonable control, including load-shedding, water outages, illness, strikes, unrest, road closures, severe weather, natural disasters, epidemics or government action. If such an event lasts longer than 14 days, either party may cancel the affected bookings, and any amount paid for services not delivered will be refunded.

12. Keys and access codes

• Keys, remotes and access codes are given at your own risk and must be handed over and collected as agreed in writing.
• Our liability for a lost key or remote is limited to the reasonable cost of replacing that key or remote.
• Please change alarm and gate codes after a service ends if you wish.

13. Our cleaners

• Cleaners are employed or contracted by Indigo. You may not give them instructions outside the booking, pay them directly or arrange extra work with them privately.
• While you are a client and for 12 months after your last booking, you may not employ, contract or pay any Indigo cleaner directly, or through anyone else. If you do, you must pay us a placement fee of R15,000 per cleaner.

14. Regular cleaning and office contracts

• Regular home cleaning continues until cancelled and may be stopped with 14 days’ written notice.
• Office contracts have a minimum term of 3 months and continue month to month after that, until either party gives one calendar month’s written notice. Your rights under section 14 of the Consumer Protection Act, where they apply, are not affected.
• Missed visits caused by you are charged in full and are not carried over.
• We may end any service immediately if an invoice is overdue, if these terms are breached, or if the premises are unsafe.

15. Garden services

• Garden services are done by one gardener, by hand, for gardens of up to 300 m². He may use your mower and garden tools if they are safe to use.
• Garden services cover cutting and edging lawns, weeding beds, trimming small shrubs and hedges from the ground, and sweeping paths. Tree felling, work on ladders or roofs, irrigation repairs, pesticides, herbicides and poisons are not included.
• Cuttings are bagged and left on the premises for your municipal or private refuse collection. We do not remove garden refuse.
• An overgrown garden is quoted as a once-off clean-up before regular visits start.
• We are not responsible for plants lost to weather, drought, pests or disease, or for damage to irrigation, cables or objects hidden in lawns and beds that were not pointed out to us before the visit.
• If it rains or the garden is unsafe to work in, we may move the visit to the next suitable day at no charge to either party.

16. Disputes

• Raise any dispute with us in writing first. We will respond within 7 working days and try to resolve it in good faith.
• These terms are governed by the law of South Africa. Either party may approach the Magistrate’s Court with jurisdiction, and you may also approach the National Consumer Commission or a consumer ombud.
• A certificate signed by an Indigo director setting out the amount you owe is proof of that amount unless you prove otherwise.

17. Use of this website

• Information on this website is general and may change without notice. Prices and descriptions are not an offer and are not binding until confirmed in a written quote.
• We do not guarantee that the website will always be available or free of errors, and we are not liable for any loss caused by relying on it, or by viruses or interruptions, as far as the law allows.
• All content on this website, including text, design, video, images and the Indigo name, belongs to Indigo or its licensors. You may not copy, reproduce or use it for commercial purposes without our written permission.
• You may not submit false, misleading or abusive requests, or use the website or its forms to send spam or harmful code. We may block anyone who does.

18. General

• These terms, together with your written quote and booking confirmation, are the whole agreement. If they conflict, the written quote wins.
• No change or waiver is valid unless we agree to it in writing. If we choose not to enforce a clause, we have not given up the right to enforce it later.
• If any clause is found invalid, the rest remain in force.
• We may update these terms. The version on this page on the day of your booking applies. Regular and office clients will be given 30 days’ notice of any material change.
• We may send notices to the WhatsApp number or email address you gave us, and they are treated as received on the day sent.

To reach us, email info@indigocleaningservices.co.za or WhatsApp +27681766521.