Legal Framework
Terms & Conditions
These Terms & Conditions (“Terms”) govern all cleaning services provided by DivinusGratia Cleaning Services (“we”, “us”, “our”). By booking a service, the customer (“you”, “your”) agrees to these Terms in full.
1. Services Provided
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)
1A. Service Scope & Inclusions
1A.1 The specific tasks included in each cleaning service are listed on the “Service Descriptions” page of our website.
1A.2 These descriptions form part of your agreement with us.
1A.3 Any tasks not listed as included are considered add-ons and may incur additional charges.
1A.4 You are responsible for reviewing the service descriptions before booking.
1A.5 Any special requests must be communicated in advance and confirmed by DivinusGratia.
2. Bookings & Appointments
2.1 All bookings must be made through our approved channels (website, WhatsApp, email, or phone).
2.2 Bookings are 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. Property Access
3.1 You must ensure the cleaner can access the property at the scheduled time.
3.2 If access is delayed or denied due to incorrect codes, keys, instructions, or absence, this 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 All prices are listed on our website and are subject to change.
4.2 Payment is required at the time of booking unless otherwise agreed.
4.3 Prices may vary based on property size, condition, and any additional services requested.
4A. Hourly Pricing
4A.1 Hourly pricing only applies to Regular Cleaning and One-Off Cleaning.
4A. Fixed Pricing
4A.2 All other services are fixed-price based on property size, starting with a studio rate and an additional £14 per extra bedroom. Final pricing may be adjusted based on property condition, access, level of dirt, or additional tasks required.
4A.3 Fixed-price services follow a full checklist and are not limited by time.
4A.4 Add-on services are priced individually and may be added to any booking.
5. Parking Requirements
5.1 You must indicate whether free parking is available during booking.
5.2 If free parking is not available, you must either:
- Provide a visitor permit;
- Cover paid parking;
- Allow us to handle parking and receive an invoice; or
- Request clarification before the appointment.
5.3 If no parking arrangement is completed 72 hours before the appointment, the booking may be cancelled (refund minus processing fees).
5.4 If a parking invoice is not paid within 12 hours, the booking remains pending.
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 regarding the property and booking.
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; or
- 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, discrimination, or 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: You may cancel or reschedule up to 24 hours before the appointment without penalty (excluding processing fees). 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:
- The 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: No parking arrangement 72 hours before, or no parking on arrival, may result in cancellation or late-cancellation fees.
| Notice Period | Fee Applied |
|---|---|
| Over 24 Hours | No penalty (excluding processing fees) |
| Within 24 Hours | Up to 50% of service cost |
| On the Day / No Access | Late cancellation fee (50%) + £30 call-out |
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 & 11. Payments & Refunds
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.
11.1 Refunds exclude payment processing fees.
11.2 Refunds are assessed on an individual basis.
11.3 No refunds are issued in cases of 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 the terms and conditions of our insurer.
12.3 We are not liable for claims outside the scope of our insurance cover.
12.4 Items valued over £500 must be declared in writing prior to service.
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 a booking if:
- Conditions are unsafe;
- The environment is unsuitable for cleaning;
- Severe weather or emergencies occur; or
- Staff safety is at risk.
Where appropriate, a refund (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, please inform us in advance.
14.3 We do not use bleach unless specifically requested.
15 & 16. Quality Guarantee & Complaints
15.1 We aim to deliver high-quality cleaning on every visit.
15.2 If you have any concerns about the service, please let us know within 24 hours so we can review and address them promptly. Where appropriate, we may offer a complimentary re-clean to help resolve the issue.
15.3 Refunds are not guaranteed.
16.1 Complaints should be submitted within 24 hours of the service.
16.2 Accepted channels include our website, WhatsApp, email, or phone.
16.3 We aim to respond to complaints promptly.
16.4 Possible outcomes may include:
- A complimentary re-clean;
- A partial refund;
- A goodwill gesture; or
- No remedy where the issue falls outside our policy.
16.5 Reports made after 24 hours may be more difficult for us to assess, but we will always do our best to help where possible.
17. Liability
17.1 We are insured for accidental damage caused by our cleaners.
17.2 We are not liable for:
- Unsecured items;
- Pre-existing damage;
- Wear and tear;
- Undeclared high-value items.
17.3 You are responsible for securing valuables and fragile items before the service.
18. Health & Safety
18.1 We may refuse or discontinue service if:
- The environment is unsafe;
- There is excessive clutter;
- Hazardous materials are present; or
- There is aggressive or threatening behaviour.
18.2 Cleaners must not lift heavy furniture or perform unsafe tasks.
19. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Quality Assurance
If you have any concerns about the service, please let us know within 24 hours so we can review and address them promptly. Where appropriate