Terms & Conditions

Database catalogue and pricingCore.js are the runtime source of truth for live rates. Defaults below match system defaults unless admin overrides apply. Hourly: Regular £14/hr (2h min), One-Off £15.40/hr (2h min), Commercial £18/hr (3h min), Laundry £14/hr (1h min). Tiered: Deep Clean studio £84–3 bed £126 +£14/bed; EOT studio £112–3 bed £154 +£14/bed. After-Builders from £126. Airbnb studio/1-bed £30 +£14/extra bedroom. Carpet £25/room, £15/hallway, £10/staircase. Upholstery itemised. Oven standalone £28. Special night services 20:00–06:00; SPECIAL_SERVICE default override £150.

Per-service includes, exclusions, and scope aligned with serviceDescriptions.ts.

Add-ons may be added to any eligible booking. Oven £28, fridge £17.50, freezer £17.50, cabinets £21/room, windows £21/room. Mattress single £15, double £20, king £25.

Night window 20:00–06:00 for SPECIAL_* services only. Admin approval required. Carpet and Upholstery blocked at night. Parent pricing inheritance unless SPECIAL_SERVICE override set.

• Admin approval required for all special services before confirmation
• Pets, hazards, and parking details are mandatory for special services
• All add-ons are allowed on special service bookings
• Parent → special price inheritance unless SPECIAL_SERVICE.base_price override is set in database
• Special service bookings require admin review and night-window scheduling

You must inform us if pets are present. We are not responsible for pets escaping during the clean. Pets must be secured. Special services require pet disclosure.

• You must inform us if pets are present at the property.
• We are not responsible for pets escaping during the clean.
• Pets must be secured during service.
• Special services require pet disclosure due to safety and hazard checks.

Cancel or reschedule up to 24 hours before without penalty (excluding processing fees). Within 24 hours up to 50% fee. On-day/no-access: 50% + £30 call-out where applicable.

• Cancel or reschedule up to 24 hours before the appointment without penalty (excluding non-refundable payment processing fees).
• Cancellations within 24 hours may incur up to 50% of the service cost.

Processing fees non-refundable. Refunds on service charges only, case-by-case. No refunds for abusive behaviour. Original payment method only.

• Payment processing fees are non-refundable.
• Refunds apply to service charges only and exclude processing fees.
• Refunds are assessed case-by-case based on circumstances.
• No refunds if the service is terminated due to abusive or discriminatory behaviour.
• Refunds are issued only to the original payment method.
• Bookings are confirmed only once payment is received.
• Payments must be made through approved platforms.

Confirm parking at booking. 72-hour arrangement rule. Invoice within 12 hours if we handle parking. Cleaner parking fees added to invoice if not provided.

• You must confirm parking arrangements during booking.
• If free parking is not available: provide a visitor permit, cover paid parking, or allow Divinus Gratia to handle parking and receive an invoice.
• If Divinus Gratia handles parking, the parking invoice must be paid within 12 hours.
• If no parking arrangement is completed 72 hours before the appointment, the booking may be cancelled (refund minus processing fees).
• If the cleaner arrives and no parking is available, this is treated as a late cancellation.
• If parking is not provided, any parking fees incurred by the cleaner will be added to the final invoice.

Ensure access at scheduled time. No access may incur 50% late-cancel or £30 call-out. Misrepresentation may result in fees or declined service.

• You must ensure the cleaner can access the property at the scheduled time.
• Provide accurate access instructions, parking information, and property details.
• You do not need to be home if access is arranged (keys, codes, concierge).
• Keys may be left with a neighbour or concierge if access is guaranteed.
• If access is delayed or denied due to incorrect codes, keys, instructions, or absence, a late-cancellation fee (up to 50%) or £30 call-out fee may apply.
• If access cannot be gained after reasonable attempts, the appointment is treated as a late cancellation.
• A £30 call-out fee applies when the cleaner attends but cannot begin due to customer-related issues. This fee is non-refundable.
• Misrepresentation of property size, condition, or access may result in price adjustment, declined service, late cancellation, or call-out fee.

Zero tolerance for abuse, aggression, harassment, threats, racism, discrimination, hate speech, inappropriate contact, or unsafe environments. Cleaner may leave; no refund.

Public liability insurance for accidental damage. Items over £500 must be declared. Excludes wear and tear, pre-existing damage, unsecured items.

End of Tenancy and general complaints: report within 24 hours. Complimentary re-clean may be offered at discretion. Refunds not guaranteed.

Standard maintenance includes dusting, vacuuming, mopping, kitchen/bathroom surfaces, mirrors, bins, light tidying. Oven, fridge, cabinets, windows, mattress require add-ons unless service specifies otherwise.

• Included: Dusting accessible surfaces; Vacuuming carpets and hard floors; Mopping hard floors; Kitchen surface cleaning; Appliance exteriors wiped; Bathroom surface cleaning; Mirrors cleaned; Bins emptied; Light tidying; All labour, standard cleaning products, and standard equipment; We do not use bleach unless specifically requested
• Excluded unless add-on: Oven interior (add-on available); Inside fridge or freezer (add-on available); Inside cabinets (add-on available); Interior windows (add-on available); Mattress cleaning (add-on available); Carpet extraction (standalone Carpet Cleaning service); Upholstery extraction (standalone Upholstery Cleaning service); Heavy limescale or grease removal beyond standard scope; Biohazard or trauma cleaning; External window cleaning at height; Waste removal beyond household rubbish; Paint or cement removal (after-builders scope limits apply)

We may cancel or reschedule for unsafe conditions, unsuitable environment, severe weather, emergencies, or staff safety. Reschedule or refund (minus processing fees) offered where appropriate.

Dry Cleaning, Mould Removal, Decluttering & Organising, Exterior Window Cleaning, Commercial Kitchen Degreasing — not currently bookable.

We collect booking and contact data, use it to provide services, do not sell data. Contact info@divinusgratia.co.uk for rights requests.

Users must be 18+. Permitted: browse, book, enquire. Prohibited: unauthorised access, harmful code, content copying, booking misuse.

Respectful behaviour, safe access, accurate information, timely payment, zero tolerance for violations.