Terms and Conditions
Terms & Conditions
These Terms and Conditions govern the sale and provision of services by Immaculate Cleaning and form the basis of the contract between Immaculate Cleaning and you.
By accepting and booking our cleaning services, you are accepting our Terms & Conditions. Please ensure you have read these carefully
Important Information About Our Services
We aim to be transparent and provide you with as much information about your cleaning service before you commit to starting the contract with us
.We are a small team, and we cannot guarantee you will have the same cleaner for every visit. We do our best to match you with the most suitable cleaner for your home, but on occasion you may have an alternative cleaner on your scheduled day.All our staff receive the same training, and we carry out monitoring spot checks to ensure standards remain high. No two cleaners work in the exact same way. You may have a cleaner who works quickly and gets a lot done but is less detailed, or a cleaner who is slower with greater attention to detail.
If you have any feedback or suggestions, please contact us via email. If for any reason you miss a cleaning appointment, we will try our best to complete as much cleaning as possible at your next appointment. To complete the clean within your requested time, we may need to prioritise certain areas if there has been a build-up of dust. If you would like to request extra time, please let us know. We always aim to provide a reliable cleaning service. On occasion we may need to cancel or change the day/time of your clean, and we appreciate your understanding in such situations.
Prices & Payments Our prices are subject to change, and we will give you 14 days’ written notice of any changes.
We accept the following payment methods:
- Bank transfer
- Standing order
Payments are due on the day of the invoice unless stated otherwise. If payment is not received within 30 days of services provided, an interest rate of 8% plus the Bank of England base rate will be charged from the date of service.
Providing the Services
If your scheduled clean falls on a Bank Holiday, we will notify you and offer alternative options where possible .If you decide that fewer hours are required on the day or if we are unable to complete the full clean due to circumstances beyond our control, you may still be charged the full original booking amount.
COVID-19 cases within the household must be reported as soon as possible to allow for rescheduling or cancellation. If you wish to postpone your clean for more than one visit, we may require 50% of the total price to secure your slot for up to three months, at management discretion.
You must ensure the property has hot and cold running water, electricity and adequate lighting.
Immaculate Cleaning provides all products and equipment for deep cleans and end-of-tenancy cleans. For domestic and commercial cleans, we ask that a mop and hoover be provided. These must be safe, in full working order, and not require special skills to use. We accept no responsibility for any damage or faults caused by using your equipment
if you instruct us to leave a door or window unlocked, or a key in an unsecured location, you must notify us in writing and acknowledge that we cannot be held liable for any resulting issues or damage .Clients are responsible for providing clear instructions for activating or deactivating alarms. We cannot be held responsible for triggering alarms where instructions are unclear or not provided. We provide absolute security for keys at all times. In the unlikely event of keys being misplaced or lost by us, we will cover the cost of replacement.
We operate a zero-tolerance policy for rudeness, aggression or verbal abuse towards our staff.
Unless notified otherwise, we will presume all surfaces such as marble, granite, limestone and wood are fully sealed and safe to clean. If you have any issues with the service received, you must contact us within 12 hours via email with details and photographs.
We do not offer refunds, but we aim to resolve issues promptly. Staff are not insured to climb steps or ladders of any height when working alone. We are happy to empty household bins on request. Please provide bin bags. We cannot remove waste from the property and we do not empty bins containing nappies or sanitary products
If your property has a playroom, the floor space should be reasonably tidy prior to cleaning. Rooms requiring tidying will not be fully cleaned unless this is included in the price.
For the best service, please ensure each room is reasonably tidy with surfaces accessible .We are happy for you to book the number of hours that suits you. We will provide an estimate of the recommended time for a high-standard clean. If fewer hours are booked than recommended, we cannot guarantee completion of all rooms, although we can work to your priority list .If we are unable to provide services due to circumstances caused by us, you will not be charged. If we are unable to provide services due to circumstances caused by you (e.g., no access), you will be charged 100%.
By agreeing to these Terms & Conditions, you give us permission to take photographs of cleaning within your property. These will never include personal details or images linking you to the photos. Photos may be used for marketing and training purposes. If you engage any of our staff directly or indirectly for private work, you will be liable to pay a recruitment fee of £500 plus VAT.
Properties With Animals/Pets
We do NOT clean pet litter trays, beds, cages, or any animal waste or bodily fluids. We will take reasonable care around pets, but we cannot be liable for any damage caused to or by animals during or after our cleaning. If you have pets—especially dogs wary of strangers—please keep them in a separate room or out of the property during the clean. If staff feel unsafe entering a property due to animals, the clean may be cancelled without notice. Clients are responsible for their animals at all times. We accept no responsibility for animals escaping when doors or windows are opened, although care will always be taken.
Cancellations
If you wish to cancel or rearrange a clean within 24 hours of the agreed start time, you will be required to pay the full price.
If you give 24–48 hours’ notice, you will be required to pay 50%.Once services have begun, you may cancel at any time with 30 days’ written notice. Any cleans due within the notice period must still be carried out or will be charged in full.
Liability
Immaculate Cleaning has Public Liability Insurance in place, underwritten by a leading insurer. A copy of the policy is available on request .If damage occurs which is caused by us, you must notify us within 12 hours and provide photographic evidence. Without evidence, we cannot process a claim. We are not responsible for any pre-existing faults or damage within the property. A £250 excess applies to all claims made through our insurance. We provide secure handling of property keys at all times. In the event of keys being lost by Immaculate Cleaning, we will arrange replacements at our expense. Keys are not labelled to minimise risk.
Breakages and Pre-Existing Damage
We take great care during all cleaning services; however, we cannot accept responsibility for breakages or damage that occur as a result of items that are already loose, faulty, unstable, or in a weakened condition prior to our visit. This includes (but is not limited to) fixtures, fittings, furniture and household items that are not securely attached, properly installed or structurally sound.Where an item appears fragile or unstable, we will make every reasonable effort to notify the client. In cases where pre-existing damage or instability leads to breakage, the client is responsible for repair or replacement.
Governing Law & Jurisdiction
These Terms & Conditions and the relationship between you and Immaculate Cleaning (whether contractual or otherwise) shall be governed and construed in accordance with English law .Any dispute, controversy, proceedings or claim shall be subject to the jurisdiction of the courts of England, Wales, Scotland, or Northern Ireland, depending on your residency.