Deposit Policy

All new clients are required to pay a deposit of 15% for monthly cleaning services and 50% for deep cleaning services based on the agreed price. Services will not commence without the receipt of the deposit.

Customer Satisfaction Guarantee 

For new customers or one-time deep cleans, a job satisfaction form must be signed upon completion to confirm approval of the work performed. If you are dissatisfied with any aspect of the service, please contact us within 24 hours of the clean. We will make every effort to resolve the issue promptly. If a return visit is not feasible, alternative resolutions will be explored. Please note that refunds are not offered under any circumstances.

Pre-Cleaning Process

A property visit will be conducted to discuss your requirements and assess the scope of work. A detailed quote outlining the cleaning tasks and fixed pricing will be provided via email.

Your booking is confirmed only after: 

• An in-person consultation.
• Payment of the deposit.

Important: If your property contains natural stone surfaces or furnishings requiring special care (e.g., avoidance of acidic cleaners), you must inform us in advance. This ensures appropriate products are sourced to prevent potential damage.

On the Day of Cleaning

Efforts will be made to clean under and around large furniture; however, heavy or bulky items (e.g., wardrobes, sofas) will not be moved. Please ensure these areas are accessible if cleaning is required.

Areas should be free of clutter (e.g., rubbish, toys, dishes) to facilitate efficient cleaning.

If you provide a vacuum cleaner, it must be fully charged or in working order. Equipment malfunctions may affect job completion.

Bins will only be emptied upon request. Please provide bin liners and notify us in advance to include this in our notes.

Beds and blankets will remain undisturbed unless otherwise specified.

Payment Terms

Full payment is required on the day of the clean. Early payments are welcomed for convenience.

Late Payment Policy:

• Services will be discontinued after three instances of late payment.
• A daily late fee of £5 will be applied for overdue payments.

Accepted Payment Methods:

Payment links, bank transfers, or cash. Invoices are available upon request.

Cancellation Policy

Notice Periods:

• More than 48 hours: No charge.
• Within 48 hours: 50% of the agreed price.
• Within 24 hours: Full charge.

If a household member is unwell and unable to attend work or school, please contact us immediately to reschedule. No charges will apply for rearranged cleans.

Access Policy 

If access to the property is not granted within 15 minutes of the scheduled start time, the full cleaning fee will be charged.

Biohazards 

We do not undertake cleaning tasks involving biohazards. This includes:

• Human or animal bodily fluids (e.g., urine, blood, faeces).
• Mould, fungus, needles, or sewage waste.

If such conditions are encountered upon arrival, services will be discontinued, and the full fee will be charged.

Infestations 

We are unable to provide services for properties with infestations (e.g., fleas, rodents, flies). If such conditions are identified, the cleaning appointment will be cancelled, and the full fee will be charged.

Photos & Social Media

We may capture “before and after” photos or short videos for promotional purposes. Identifying details will not be included. Consent can be revoked at any time, and any associated content will be promptly removed upon request.

Confidentiality 

Client privacy is of utmost importance. We will not disclose that we provide cleaning services for you or share any details about our work with third parties.

Reasonable Expectations

We are dedicated to delivering high-quality services. However, there are practical limitations to what can be accomplished in a single session. Extensive or deeply ingrained issues may require additional time or sessions. We appreciate your understanding and cooperation in setting realistic expectations.

Agreement 

By booking our services, you acknowledge and agree to these terms and conditions. For any questions or clarifications, please contact us directly.