Service Agreement

1. Services Provided

1.1 We offer domestic and commercial cleaning services including:

• Regular Cleaning
• One-Off Cleaning
• Deep Cleaning
• End of Tenancy Cleaning
• After-Builders Cleaning
• Airbnb Turnover Cleaning
• Add-On Services
• Commercial Cleaning (coming soon)

1.2 The specific tasks included in each service are listed on our website under Service Descriptions.
1.3 These descriptions form part of this Agreement.
1.4 Tasks not listed as included are considered add-ons and may incur additional charges.
1.5 Special requests must be communicated in advance and confirmed by us.

2. Bookings & Appointments

2.1 Bookings must be made through our approved channels (website, WhatsApp, email, phone).
2.2 A booking is only confirmed once acknowledged by us.
2.3 You must provide accurate information regarding property size, condition, access, and parking.
2.4 Changes to bookings are subject to availability.

3. Access to the Property

3.1 You must ensure the cleaner can access the property at the scheduled time.
3.2 Access issues caused by incorrect codes, keys, instructions, or absence may result in:

• A late-cancellation fee (up to 50%), or
• A £30 call-out fee

3.3 If access cannot be gained after reasonable attempts, the appointment will be treated as a late cancellation.

4. Pricing & Payments

4.1 Prices are listed on our website and may change.
4.2 Payment is required at the time of booking unless otherwise agreed.
4.3 Prices may vary based on property size, condition, access, and additional tasks.

4A. Pricing Structure

4A.1 Hourly pricing applies only to Regular Cleaning and One-Off Cleaning.
4A.2 All other services are fixed-price based on property size, starting with a studio rate plus £14 per additional bedroom.
4A.3 Fixed-price services follow a full checklist and are not limited by time.
4A.4 Add-on services are priced individually.

5. Parking Requirements

5.1 You must indicate whether free parking is available.
5.2 If not, you must either:

• Provide a visitor permit
• Cover paid parking
• Allow us to handle parking and receive an invoice
• Request clarification before the appointment

5.3 72-Hour Rule: If no parking arrangement is completed 72 hours before the appointment, the booking may be cancelled (refund minus processing fees).
5.4 Parking invoices must be paid within 12 hours.
5.5 If the cleaner arrives and no parking is available, this is treated as a late cancellation.

6. Customer Responsibilities

6.1 You must ensure the property is safe, accessible, and suitable for cleaning.
6.2 You must disclose hazards, special requirements, or sensitive areas.
6.3 Pets must be secured.
6.4 You must treat our staff with respect at all times.

6A. Misrepresentation & Incorrect Information

6A.1 You must provide accurate information.
6A.2 If false or incomplete information affects the service, we may:

• Adjust the price
• Decline the service
• Treat the appointment as a late cancellation
• Apply a £30 call-out fee

6A.3 No refunds will be issued where misrepresentation results in unsafe or unsuitable conditions.

7. Behaviour & Safety Policy

7.1 We operate a strict zero-tolerance policy for:

• Abuse
• Aggression
• Harassment
• Threats
• Racism or discrimination
• Unsafe environments

7.2 Cleaners may leave immediately if they feel unsafe.
7.3 No refunds will be issued if the service is terminated due to inappropriate behaviour.

8. Cancellation Policy

8.1 Standard Cancellations

• Cancel or reschedule up to 24 hours before the appointment without penalty.
• Cancellations within 24 hours may incur up to 50% of the service cost.

8.2 Late Cancellations & No-Shows

A late-cancellation fee (up to 50%) applies if:

• Cleaner cannot gain access
• No parking is arranged
• You are unreachable
• The environment is unsafe
• You cancel on the day

8.3 Parking-Related Cancellations

• Parking invoices must be paid within 12 hours.
• No parking arrangement 72 hours before = cancellation (refund minus fees).
• No parking on arrival = late cancellation.

9. Call-Out Fee

9.1 A £30 call-out fee applies when the cleaner attends but cannot begin due to customer-related issues.
9.2 This fee is non-refundable.

10. Payments

10.1 Payments must be made through approved platforms.
10.2 Bookings are confirmed only once payment is received.
10.3 Payment processing fees are non-refundable.
10.4 Refunds exclude processing fees.

11. Refunds

11.1 Refunds exclude payment processing fees.
11.2 Refunds are assessed case-by-case.
11.3 No refunds for abusive or discriminatory behaviour.
11.4 Refunds are issued only to the original payment method.

12. Insurance Limitations & Exclusions

12.1 We hold public liability insurance for accidental damage caused by our cleaners.
12.2 All claims are subject to insurer terms.
12.3 We are not liable for claims outside our insurance scope.
12.4 Items over £500 must be declared in writing.

12.5 Insurance does not cover:

• Wear and tear
• Pre-existing damage
• Unsecured items
• Fragile items not stored safely
• Damage caused by misrepresentation

13. Company-Initiated Cancellations

We may cancel or reschedule if:

• Conditions are unsafe
• The environment is unsuitable
• Severe weather or emergencies occur
• Staff safety is at risk

Refunds (minus processing fees) or rescheduling will be offered.

14. Cleaning Supplies & Equipment

14.1 We provide standard cleaning products and equipment.
14.2 If you prefer your own products, inform us in advance.
14.3 We do not use bleach unless requested.

15. Quality Guarantee

15.1 We aim to deliver high-quality cleaning.
15.2 Issues must be reported within 24 hours.
15.3 A free re-clean may be offered at our discretion.
15.4 Refunds are not guaranteed.

16. Feedback & Complaints

16.1 Complaints must be submitted within 24 hours.
16.2 Accepted channels: website, WhatsApp, email, phone.
16.3 We aim to respond promptly.

16.4 Possible outcomes:

• Free re-clean
• Partial refund
• Goodwill gesture
• No remedy (if outside policy)

16.5 Complaints after 24 hours may not be reviewed.

17. Liability

17.1 We are insured for accidental damage caused by cleaners.
17.2 We are not liable for:

• Unsecured items
• Pre-existing damage
• Wear and tear
• Undeclared high-value items

17.3 You must secure valuables and fragile items.

18. Health & Safety

18.1 We may refuse service if:

• The environment is unsafe
• There is excessive clutter
• Hazardous materials are present
• There is aggressive behaviour

18.2 Cleaners must not lift heavy furniture or perform unsafe tasks.

19. Required Forms

19.1 You must complete the following forms within 24 hours of booking:

19.2 Failure to complete required forms may result in cancellation.

20. Governing Law

This Agreement is governed by the laws of England and Wales.