1. Company details
These terms are issued by , company number , incorporated on , with registered office at .
2. Website descriptions and prices
Service descriptions and “from” prices are invitations to request a quotation. They are not a fixed offer for every property. Images are illustrative. Size, condition, access, frequency, materials, parking and special requirements may affect availability and price.
3. Quotations and bookings
- An enquiry or website form submission does not by itself create a booking.
- A quotation should identify the agreed service, property, price or pricing method, timing and important exclusions.
- A booking becomes binding when the customer accepts the quotation and the company confirms the booking.
- Changed or incomplete property information may require the quotation to be revised.
- Work outside the confirmed scope requires separate agreement and may involve an additional charge.
4. Customer responsibilities
The customer should provide accurate information and safe, timely access. Fragile items, specialist surfaces, known hazards, alarms, pets, access restrictions and areas that must not be entered should be identified before work begins.
Valuables, cash, confidential documents and easily damaged items should be secured. Water and electricity reasonably needed for the service should be available unless another arrangement is confirmed.
5. Prices and payment
The confirmed quotation will state the price, any deposit, payment timing and accepted method. Unless otherwise agreed, payment is due when the service is completed or by the due date shown on an invoice.
Parking, congestion charges, equipment hire, disposal or other extra costs should be charged only where disclosed or later agreed.
6. Changes, rescheduling and cancellation
Requests to change or cancel a booking should be made as early as possible. A booking confirmation may state a reasonable cancellation charge where short notice causes genuine loss, reserved time or non-refundable costs.
Nothing in these terms removes statutory consumer rights. Where a legal cancellation period applies, any request to begin work during that period may require the customer’s express instruction and acknowledgement.
The company may reschedule or cancel if work cannot be carried out safely, access is unavailable, the property differs materially from the information supplied, payment terms are not met, or circumstances outside reasonable control prevent attendance.
7. Service standard and limitations
The service will be carried out with reasonable care and skill and according to the confirmed scope. Cleaning cannot guarantee the restoration of permanent stains, wear, damage, corrosion, discolouration, mould inside materials or other defects.
Delicate or specialist surfaces may require testing, manufacturer guidance or exclusion. A requested method may be declined if it appears unsafe or likely to cause damage.
8. Keys, codes and security
Any key, code or access method supplied should be limited to what is necessary for the booking. Collection, storage and return should be agreed. The customer remains responsible for providing accurate and authorised access instructions.
9. Damage, loss and liability
Concerns about accidental damage or missing property should be reported promptly with reasonable details and photographs where appropriate. The company should be given a fair opportunity to inspect and respond.
Liability is not excluded where the law does not allow exclusion, including death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Subject to statutory rights, the company is not responsible for pre-existing damage, normal wear, undisclosed fragile items, unsafe conditions or loss caused by inaccurate instructions.
10. Complaints
Please raise a complaint promptly with the booking details, a clear description and relevant photographs where appropriate. The agreed scope will be reviewed before a proportionate response is considered.
11. Personal information
Personal information is handled as described in the Privacy Policy.
12. Website content
Website design, text, branding and original materials may not be copied or reused commercially without permission, except where law allows. Third-party fonts, icons and scripts remain subject to their own licences.
13. Governing law
These terms are governed by the law of England and Wales. Consumers keep any mandatory right to bring a claim in another court where applicable law provides that right.