Terms & Conditions
These terms apply to our cleaning services. Your booking confirmation sets out the service, price, location and agreed arrangements. Any separate commercial contract will identify any terms that replace these terms. Nothing in these terms affects your statutory consumer rights.
Quotes and bookings
Submitting an enquiry does not confirm a booking. A booking is confirmed when you accept our quote and we issue written confirmation. We will provide these terms before you commit to a booking.
Quotes are based on the property size, condition and requirements you describe. Please provide accurate information and tell us about any particular cleaning priorities. If the property or requested work differs materially from the information provided, we will discuss any revised price or scope with you before undertaking additional work. You do not have to accept additional charges.
Services and exclusions
We will carry out the agreed cleaning with reasonable care and skill. Your quote or booking confirmation will identify what is included and whether the service has a fixed price or is charged by time.
Unless expressly included, the service does not cover carpet or upholstery extraction, specialist stain removal, external windows, cleaning at height, heavy furniture moving, waste removal, pest treatment, or hazardous materials such as sharps, bodily fluids or suspected asbestos. Appliance interiors, linen changes and restocking must be agreed in advance.
Some stains, limescale, wear and permanent damage may not be removable through cleaning. We will explain any limitations we identify and will not use methods likely to damage a surface.
Prices and payment
Your quote will state the total price, including applicable VAT and any agreed charges. Payment is due on completion unless a different payment deadline is stated in your booking confirmation. Accepted payment methods will be confirmed when booking.
Any advance payment will be disclosed before you book and credited towards the total. Refunds and deductions will follow these terms and applicable law. No advance payment is automatically non-refundable.
We will agree any change to the price of an existing booking with you. Any price change for future regular visits will be notified in advance, allowing you to decline those visits without penalty before the change takes effect.
Access and preparation
Please provide access at the agreed time, working water and electricity, and a reasonably safe environment. Tell us about alarms, parking restrictions, delicate surfaces, existing damage and any products that must not be used.
Please secure valuables and confidential documents, and keep pets and children safely away from the work area. We will take reasonable care of any keys or access codes you entrust to us and agree how they will be returned or retained.
If we cannot gain access or safely carry out the work, we will try to contact you and resolve the issue. Any charge for a missed visit will be limited to reasonable, unavoidable losses caused by the access failure, taking account of costs saved and any replacement work. It will not exceed the agreed visit price.
Cancellations and rescheduling
Please give at least 48 hours' notice to cancel or reschedule a visit. No cancellation charge applies when you give this notice.
For less than 48 hours' notice, we may charge for reasonable, unavoidable losses resulting from the cancellation, after deducting costs saved and income from replacement work. Any charge will not exceed the agreed visit price, and we will explain how it was calculated. We will consider exceptional circumstances fairly.
This policy does not override statutory cancellation rights. Where those rights apply, section 7 takes priority.
If we cancel a visit, we will offer another suitable appointment or refund any payment for work not provided. If an event outside our reasonable control affects a booking, we will contact you promptly and discuss the available options. Your statutory rights remain unaffected.
Consumer cooling-off rights
If you are a consumer booking online, by telephone or away from our business premises, you will generally have a legal right to cancel within 14 days after the day the contract is made, where the Consumer Contracts Regulations apply. If required cancellation information has not been supplied, the period may be extended by law.
You can cancel by emailing, calling or writing to us using the contact details above. A clear statement that you wish to cancel is sufficient. You may use the model form below, but you do not have to.
If you want cleaning to start during the cooling-off period, we will obtain your express request before work starts. For a contract made away from our premises, this request must be on a durable medium such as email. We will also ask you to acknowledge that you lose the cooling-off right once the agreed service is fully performed.
If you cancel after work has started at your express request, we may charge a proportionate amount for services supplied up to cancellation, where legally permitted and after providing the required information. If you have not made the required request, or we have not supplied the legally required information, we will not charge where the law prohibits this.
Any refund due following statutory cancellation will be made without undue delay and within 14 days of being informed of your decision, using the original payment method unless you agree otherwise, without a refund fee.
End of tenancy and property changeovers
The property should be empty of personal belongings unless otherwise agreed. Please supply any landlord, agent or accommodation cleaning checklist before we quote so that the agreed scope can reflect it.
We cannot guarantee the return of a tenancy deposit or a third party's approval, as those decisions may depend on matters beyond cleaning. This does not limit our responsibility to perform the agreed work with reasonable care and skill.
Concerns and complaints
If you are unhappy with a clean, please contact us as soon as reasonably possible, ideally within 48 hours, with details and photographs if available. The suggested reporting time does not limit your legal rights.
We will investigate and, where appropriate, arrange to repeat the affected cleaning at no extra cost within a reasonable time and without significant inconvenience. You may be entitled to a price reduction or other remedy under applicable law. We do not require you to accept a repeat clean where the law provides another remedy.
Damage and responsibility
Please tell us promptly if you believe damage has occurred. We will investigate fairly and take responsibility for loss or damage caused by our negligence or breach of contract, as required by law.
We are not responsible for pre-existing damage or deterioration that we did not cause or worsen. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be excluded or limited.
Safety and respectful treatment
We may pause or refuse work where there is a serious safety risk, threatening behaviour or harassment. We will explain the reason where practicable. Payments for work not performed will be refunded, subject only to any lawful, justified deduction.
Special arrangements for schools, nurseries and other managed premises, including access, site procedures and safeguarding requirements, must be agreed before work starts.
Privacy
​We use your contact and booking information to provide our services and manage enquiries and payments. Our separate Privacy Notice explains how we handle personal information. We will not use identifiable photographs of your property for marketing without your permission.
Regular and commercial services
For recurring services, your confirmation will specify visit frequency and any minimum term or notice period. If none is agreed, you may stop future visits subject to section 6 and any applicable statutory rights.
Commercial agreements may set separate schedules, payment terms and site requirements. Statutory cooling-off rights apply to eligible consumers and do not generally apply to business customers.
Changes and applicable law
The version provided when you book applies to that booking unless we both agree a change. Updated website terms will not automatically change existing bookings.
These terms are governed by Scots law. Consumers retain any mandatory protections and rights to bring proceedings in courts available to them under applicable law. Business disputes are subject to the jurisdiction of the Scottish courts.