Terms & Conditions

These terms apply to cleaning services provided by Deep Cleaning Services London, London ("we", "us"). By booking a service you agree to them. Nothing here affects your statutory rights as a consumer under the Consumer Rights Act 2015.

1. Quotes and pricing

We quote a fixed price for an agreed scope of work. Quotes are based on the information you give us about the property - its size, condition, whether it will be empty, and what is included.

If on arrival the property is materially different from what was described, we will tell you before starting and either agree a revised price with you or, if you prefer, not proceed. We will not carry out extra work and add it to your invoice without agreeing it first.

Quotes are valid for 30 days. Travel within Greater London is included.

2. Booking and access

A booking is confirmed once we have agreed a date, scope and price in writing. You are responsible for arranging access - a key, a key safe code, a concierge instruction or someone present.

If we cannot access the property at the agreed time and this is not our fault, we may charge a call-out fee to cover the visit. You must also ensure there is running water and electricity available.

3. Cancellation and rescheduling

• More than 48 hours before the booking: cancel or reschedule free of charge.
• Between 24 and 48 hours: we may charge 50% of the quoted price.
• Less than 24 hours, or if we cannot gain access: we may charge the full price.
• If we cancel or cannot attend, you pay nothing and we will offer the earliest alternative date.

4. Our 72-hour guarantee

If any part of the agreed scope has not been carried out to a reasonable standard, tell us within 72 hours of completion and we will return and put it right at no charge.

The guarantee covers work within the agreed scope. It does not cover work that was never included, new soiling that occurred after we left, or pre-existing damage and permanent staining that we identified and told you about before or during the clean.

5. What we cannot always achieve

Cleaning has physical limits and we would rather set expectations honestly than over-promise. The following may not be fully resolvable, and we will tell you when we think that is the case:

• Permanent staining where dye or fibre has been chemically altered, including bleach marks
• Limescale that has physically etched or pitted a surface
• Mould that has penetrated behind sealant or into porous grout
• Damage or wear that pre-dates our visit
• Marks requiring restoration, resurfacing or refinishing rather than cleaning

6. Your property

Please secure or remove valuables, fragile items and anything of sentimental importance before we attend. Tell us in advance about delicate surfaces, antiques, specialist finishes or anything requiring particular care, and about any appliance or fitting that is faulty.

We move furniture and appliances only where it is safe to do so. We will not move anything at risk of damage, injury or disconnecting a service.

7. Insurance and liability

We hold public liability insurance covering the work we carry out. If we damage something through our negligence, tell us within 24 hours of completion so we can inspect it, and we will repair, replace or compensate you as appropriate.

We are not liable for pre-existing damage, for damage arising from a defect in the item itself, or for damage to items we were not told required special care. Our liability for any single booking is limited to the value of that booking except where the law does not permit such a limit - we do not limit liability for death or personal injury caused by our negligence, or for fraud.

8. Our staff

All our cleaners are DBS-checked, trained and either employed or engaged directly by us. For education work our staff hold enhanced DBS certificates. We do not subcontract work to third parties without telling you.

If you engage any member of our staff directly within six months of them last attending your property, a recruitment fee equivalent to their annual salary may become payable. This protects our investment in recruiting, vetting and training.

9. Payment

Unless agreed otherwise, payment is due on completion. Commercial clients on a rolling contract are invoiced monthly with 30-day terms. We may charge statutory interest on overdue commercial invoices under the Late Payment of Commercial Debts (Interest) Act 1998.

10. Complaints

Contact us at hello@deepcleaningserviceslondon.co.uk or on 07440 523682. We will acknowledge within one working day and aim to resolve any complaint within five working days.

11. Governing law

These terms are governed by the law of England and Wales, and are subject to the exclusive jurisdiction of its courts.