1. Estimation & Quotation Policy (Client Vetting)
Conditional Free Quotes: We provide professional estimates exclusively to clients who have confirmed acceptance of our Payment Terms.
Seriousness Criteria: We reserve the right to decline providing quotes, technical breakdowns, or site viewings to individuals who do not agree to our upfront payment/deposit policy.
Site Viewings: Visits are conducted only to finalize logistics after an initial estimate and payment terms have been accepted in writing.
2. Residential Services (Deep Clean, End of Tenancy)
Upfront Payment: Full payment (100%) is required 48 hours prior to the scheduled date. Without cleared funds, the booking is automatically cancelled to release the slot for other clients.
Fixed Rates: Quotes are based on property size and professional standards. No discounts are granted for "partially clean" properties, as our deep-clean protocols require fixed resources and time.
3. Customized Services & Price Adjustments
Task Reduction: Clients may request a reduced rate by limiting the scope (e.g., excluding appliances or carpets).
Voidance of Guarantee: Any reduction in scope voids both our Satisfaction Guarantee and End-of-Tenancy Guarantee. We are not liable for failed inspections if the service was limited at the client's request.
4. Commercial & Large Projects (Over £1,000)
To ensure project continuity and cover labor costs, the following structure applies:
Installment 1 (Deposit): 30% due 7 days prior (secures calendar and materials).
Installment 2 (Interim): 50% due at midpoint (covers weekly staff wages).
Installment 3 (Final Balance): 20% due 48h before completion (required for handover).
5. Late Payment & Operational Loss Recovery
In accordance with the Late Payment of Commercial Debts (Interest) Act 1998:
Interest: Statutory interest of 8% above the Bank of England base rate will be applied to all overdue amounts.
Suspension of Service: Work will cease immediately if any installment is overdue.
Team Standby Fee: If the team is unable to commence or continue work due to non-payment, a disruption charge of 20% of the total quote per day (minimum £200/day) will be applied to cover labor costs and operational losses.
Recovery Costs: The client is liable for all debt recovery costs (£40–£100 per invoice) plus any legal fees incurred.
6. Cancellations & Access
Late Cancellation (<48h): A 50% fee of the total quote applies.
Lack of Access: If the team arrives and cannot access the premises, the full service fee is payable to cover operational losses and staff deployment.
7. Satisfaction Guarantee
Claims: Must be reported within 24 hours of completion.
Remedy: We offer one free re-clean of the missed areas.
Refunds: We do not provide monetary refunds. The guarantee is only valid for full-service packages.
8. Limitation of Liability & Force Majeure
Force Majeure: We are not liable for delays caused by road accidents, major equipment failure, medical emergencies, or extreme weather. Our liability is limited to rescheduling or refunding the unperformed portion of the service.
Indirect Losses: We are not responsible for loss of rent, hotel costs, or agency fines resulting from service delays or "Reduced Scope" interventions.
9. Governing Law
FAQ - Understanding Our Terms of Business
Why is full upfront payment required for residential services?
Full payment 48 hours in advance secures your specific slot in our operational calendar.
This guarantee allows us to commit a dedicated team, specialized equipment, and premium materials exclusively to your property.
Can I request a lower price by removing specific cleaning tasks?
While we can negotiate a reduced rate by limiting the scope of work (e.g., excluding appliances or carpets), please note that this voids both our Satisfaction Guarantee and our End-of-Tenancy Guarantee.
We cannot be held responsible if the property fails a professional inspection following a limited intervention.
Are there penalties for late payments on large-scale projects?
Yes. For projects exceeding £1,000, if the team is unable to work due to non-payment, a disruption charge of 20% of the total quote per day (minimum £200/day) applies.
This covers labor costs, resource blockage, and operational losses.
What happens if the team cannot access the property?
What is the "Satisfaction Guarantee" policy?
We offer one free re-clean of missed areas for full-service packages, provided the claim is submitted within 24 hours.
While we do not provide monetary refunds as a standard policy, this does not affect your statutory rights under the Consumer Rights Act 2015.
If we fail to perform a service with reasonable care and skill, we will first offer a re-clean. Refunds are only considered at management's discretion if a remedy is not possible.
How are unforeseeable emergencies or equipment failures handled?
In the event of Force Majeure (e.g., road accidents, major equipment breakdown, medical emergencies, or extreme weather), our liability is limited to rescheduling the service or refunding the unperformed portion. We are not liable for indirect losses such as lost rent, hotel costs, or agency fines.
By requesting a quotation, site viewing, or confirming a booking (via Phone, WhatsApp, or Email), you agree to be bound by our Terms of Business and this FAQ. These terms are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.
