1. General Polices:

​

1.1 Booking & Payment

• All bookings must be made at least 48 hours in advance and are subject to availability.

• A deposit may be required, depending on the service booked (see specific service details).

• Full payment is due on the day of service before cleaning begins.

• If additional time is required beyond the booked session, it must be pre-arranged and is subject to availability.

• Accepted forms of payment include cash and credit/debit cards via bank transfers.

​

1.2 Cancellations & Rescheduling

• 48 hours' notice is required for cancellations or rescheduling.

• Cancellations within less than 48 hours of the booking will be charged at the full rate and are non-refundable.

• Rescheduling is subject to availability, and any deposit paid will be carried over to the new booking if rescheduled within 48 hours.

​

1.3 Service Scope

• Standard cleaning includes dusting, vacuuming, mopping, and general surface cleaning.

• Special cleaning requests must be made at least 48 hours before the scheduled booking.

• The service will be completed within the booked time, with no refunds if the cleaning takes less time than booked.

​

1.4 Pet Policy

• All pets must be secured away during the cleaning service.

• Failure to do so may result in automatic cancellation with no refund.

• Customer Satisfaction

• If you are dissatisfied with the service, you must contact us immediately so we can address the issue.

• If a client is dissatisfied with the quality of our cleaning service, we will gladly return to the premises to address any issues within 48 hours of the initial cleaning.

• We reserve the right to refuse service to any client at any time.

• We do not offer refunds but will work to resolve concerns where possible.

 

2. Service-Specific Policies:

​

2.1 One-Off Cleaning Service

• Charged at £14 per hour, with a minimum booking of 2 hours.

• A £10 deposit is required to secure the booking.

• The deposit is non-refundable unless cancellation is made with at least 48 hours’ notice.

• Includes standard cleaning of all rooms, surfaces, and living areas.

• Additional services or deep cleaning requests must be made at least 48 hours before the scheduled appointment.

​

2.2 Regular Cleaning Package (4-Week or Weekly Plan)

• Each cleaning session is charged at £14 per hour, with a minimum booking of 2 hours.

• The package runs for 4 weeks, with sessions scheduled weekly.

• A 15% discount is applied to the final package price.

• Any unused sessions cannot be carried over beyond the package period.

• If all sessions are not used within the timeframe, they are non-refundable unless there are extenuating circumstances.

• Cancellations made less 48 hours of the session will be charged at full price.

• ​

2.3 Unlimited Cleaning Package (Monthly)

• The unlimited cleaning package allows for unlimited bookings per month at a fixed price.

• A minimum of 2 hours per session and a maximum of 4 hours per day apply.

• All bookings must be requested at least 48 hours in advance.

• Cancellations made less 48 hours of the session will be charged at full price.

• The package must be paid in full upfront, and refunds are not available unless there are extenuating circumstances.

​

2.4 Deep Cleaning Service

• Charged at £14 per hour, with a minimum booking of 4 hours and a maximum of 6 hours per session.

• A £10 deposit is required to secure a booking.

• Bookings must be made at least 72 hours in advance.

• Includes a thorough cleaning of all rooms, surfaces, appliances, and hard-to-reach areas. (Click here for more information).

• Special cleaning requests must be made at least 48 hours before the scheduled booking.

• The deposit is non-refundable but can be rescheduled if the request is made less than 48 hours' before the session.

 

2.5 End of Tenancy Cleaning

• Pricing will be discussed during the initial consultation, based on the property size and cleaning requirements.

• A minimum booking of 4 hours and a maximum of 8 hours per day apply.

• A consultation must be booked before the service, where cleaning requirements and costs will be agreed upon.

• Bookings must be cancelled or rescheduled at least 48 hours in advance to avoid full charges.

• A non-refundable deposit is required to secure booking and will be discussed during consultation.

• Booking will not be secured until a deposit has been made. 

• The deposit is non-refundable but can be rescheduled if the request is made less than 48 hours before the session.

​​

3. Subscription Packages Refund & Cancellation Policy​:

 

3.1. Cancellations & Rescheduling

• Clients may reschedule a booking at least 48 hours in advance at no extra charge.

• Cancellations made less than 48 hours before a scheduled session will be charged at the full rate and will not be refunded or rescheduled.

• If a client repeatedly cancels bookings, we reserve the right to terminate the subscription without a refund.

​

3.2. Refunds Policy

• All subscription payments are non-refundable once the package has been purchased.

• If a client does not use all sessions within the validity period, the remaining sessions cannot be refunded, carried over, or transferred unless there are extenuating circumstances.

• Refunds will not be provided for partial usage of a package.

​

3.3. Subscription Expiry

• Subscription packages are valid for a fixed period as stated at the time of purchase.

• Unused sessions do not roll over beyond the expiry date unless prior arrangements have been made.

​

3.4. Service Modifications & Company Cancellations

• In the rare event that we need to cancel or modify a scheduled booking, we will provide as much notice as possible and offer an alternative appointment.

• If we are unable to fulfil a booked session due to unforeseen circumstances (e.g., extreme weather, staff shortages), clients will be offered a rescheduled session at no extra charge.

 

3.5. Subscription Termination by Client

• Clients may cancel their subscriptions at any time, but no refunds will be issued for unused sessions.

• If a subscription is cancelled before all sessions are used, the client forfeits the remaining sessions.

 

We aim to provide a flexible and hassle-free experience for our customers. However, to ensure fairness and smooth operations, the following refund and cancellation policies apply to all subscription cleaning packages.

​

4. Additional Terms:

​

4.1 Refund Policy

• No refunds will be issued once a cleaning session has been completed.

• Deposits are non-refundable unless cancellation follows the required notice period.

​

4.2 Time Management

• Cleaning will be carried out for the exact booked duration.

• If the clean is completed in less time, no refunds or adjustments will be made.

• Additional time can be booked at £14 per hour (unless special prices have been agreed).

​

4.3 Property Access

• Clients must ensure safe and secure access to the property for the scheduled cleaning time.

• Failure to provide access at the agreed time will result in a full charge for the session.

​

4.4 Liability

• All our cleaning staff are fully insured and bonded to provide their services.

• While we take great care in providing high-quality service, we are not liable for pre-existing damage in the property. caused by pre-existing conditions, faulty appliances, or any other factors beyond the control of our cleaning staff.

• Clients must notify us in advance of any delicate or high-value items that require special care.

• We will not be responsible for any damage or injury resulting from the use of the client's cleaning equipment or supplies.

​

​

Zero Tolerance Policy

We are committed to maintaining a safe, respectful, and professional environment for both our clients and staff. We operate under a strict zero-tolerance policy regarding any form of discrimination, harassment, violence, or misconduct.

​

1. Discrimination & Harassment

We do not tolerate any form of discrimination or harassment based on:

• Race, ethnicity, or nationality

• Gender, gender identity, or sexual orientation

• Religion, faith, or beliefs

• Age, disability, or medical condition

• Socioeconomic status or background

• Any other characteristic protected under the law

​

Harassment includes but is not limited to:

• Derogatory comments, slurs, or insults

• Unwanted remarks, jokes, or gestures

• Inappropriate or offensive behaviour, online or in person

 

2. Violence & Abuse

Any form of physical, verbal, or emotional abuse will not be tolerated. This includes:

• Physical violence or threats of harm

• Verbal abuse, including shouting, intimidation, or degrading language

• Sexual harassment, inappropriate advances, or suggestive comments

• Bullying, coercion, or manipulation

If a client or member of the public exhibits aggressive, threatening, or abusive behaviour towards our staff, services will be immediately terminated, and further action may be taken.

 

3. Property & Safety

We prioritise the safety and well-being of our staff while on-site. Clients must:

• Provide a safe and clean working environment.

• Ensure clear access to the property and work areas.

• Secure all pets before our team arrives.

• Avoid making inappropriate or unreasonable requests.

Failure to provide a safe and professional working environment may result in service refusal or immediate termination of the contract.

 

4. Substance Abuse & Intoxication

To maintain a professional and safe atmosphere, we do not tolerate:

• Clients being under the influence of drugs or excessive alcohol during a service.

• Any attempt to pressure or involve staff in substance use.

If our staff feel uncomfortable due to intoxicated behaviour, they reserve the right to terminate the service immediately without a refund.

 

5. Consequences of Violations

If a client violates this policy, the following actions may be taken:

• Immediate termination of services without refund.

• Permanent refusal of future bookings.

• Legal action or reporting to authorities, if necessary.

We reserve the right to refuse or discontinue service at any time if we believe our staff’s safety, dignity, or well-being is at risk.

 

6. Reporting a Violation

We take all complaints and concerns seriously. If you experience or witness any form of discrimination, harassment, or unsafe behaviour, please contact us immediately. We will investigate and take appropriate action.

We are dedicated to providing a respectful, inclusive, and professional cleaning service for everyone. Mutual respect is key, and we expect all clients to uphold these standards.

​

By booking a cleaning service with us, you acknowledge and agree to these terms and conditions. If you have any questions or require further clarification, please contact us.