Terms & Conditions (UK)

1. Definitions

• Client/you/your: the person or entity booking the services.
• Services: cleaning services described in our quote/booking confirmation.
• Deep Clean / Move In-Move Out: one-off, intensive cleans; scope per booking confirmation.
• Maintenance Clean: recurring, lighter service.
• Booking: your order placed by phone, email, WhatsApp or online and confirmed by us.

2. Forming the contract

1. A binding contract forms when we issue a written booking confirmation (email/WhatsApp/online) setting the service date, scope, price, and any special conditions.
2. If you request work to begin within the 14-day cooling-off period (see clause 8), you expressly consent to early performance and acknowledge that charges will apply for work done before any cancellation.
3. We may refuse or cancel a booking (with a full refund of any prepayment) where we reasonably consider the property unsafe, access impossible, or the scope unsuitable for our service.

3. What's included / excluded

1. The exact scope is in your booking confirmation and our current service descriptions. Typical inclusions for each service type apply unless expressly excluded.
2. Kitchens & Bathrooms: Descaling, degreasing and sanitising as reasonably achievable. We cannot guarantee removal of permanent staining, corrosion, etching, burns or long-set grout discolouration.
3. Appliances: External wipe of appliances is standard. Internal cleaning of ovens, fridges, freezers, microwaves and dishwashers is only included if booked (or part of an “appliances bundle”). Areas around/under/beside appliances are cleaned where safely accessible without specialist moving equipment; we do not pull out/heave heavy appliances where there is risk of damage or injury.
4. Windows: Internal glass and frames are included if booked; internal window cleaning is not part of a standard Move In/Out unless added. External windows are excluded unless explicitly agreed.
5. Floors & Carpets: Vacuum and mop as standard. Light carpet shampooing may be offered with non-professional machines; this is not professional carpet extraction and results will vary.
6. High/Fragile/Restricted areas: We do not climb on furniture/loose ladders. Chandeliers, fragile shades, antiques, artwork, cash/jewellery and delicate items are excluded unless agreed in writing.
7. Rubbish/Building waste: Clearing builder's waste, hazardous substances, mould remediation, pest infestations and biohazards are excluded.
8. Supplies & equipment: We provide eco-friendly and stronger agents (used per COSHH and our policy). Please ensure a working vacuum, mop and bucket are on site unless you pre-book equipment hire. Where our team must supply missing equipment/consumables, additional charges may apply.

4. Your responsibilities (access, environment & safety)

1. Provide safe access, running water, electricity, adequate lighting, ventilation and a reasonably clear workspace.
2. Keys/entry: If we hold keys, we store them securely and label them anonymously. Remote/concierge access must be arranged in advance.
3. Pets & children: Please secure pets and supervise children; our team cannot handle animals.
4. Parking & tolls: You are responsible for arranging parking or reimbursing reasonable parking/toll/congestion costs actually incurred.
5. Health & Safety: Tell us in advance about any hazards (e.g., loose wiring, sharp objects, broken glass, suspected asbestos, black mould). We may pause/decline work if unsafe, charging for time already spent.

5. Pricing, VAT & minimums

1. Prices are stated at booking and may be hourly or fixed. Minimum booking lengths and call-out/attendance fees may apply and will be shown on your quote.
2. Prices are exclusive of VAT unless stated otherwise; where applicable, VAT is charged at the prevailing UK rate.
3. Any parking/tolls/equipment hire or additional tasks authorised by you will be chargeable.

6. Payment & deposits

1. One-off cleans (Deep/Move In-Out): a deposit (typically 50%) is due to secure the slot; the balance is due on the day of service upon completion (or immediately on invoice, if agreed).
2. Maintenance cleans: unless on a subscription plan, payment is due on the day of service; recurring invoices may be issued weekly/monthly by agreement.
3. We accept bank transfer and card payments (details provided on invoice/confirmation).
4. Late payment: If payment is not received when due, we may: (a) suspend future visits; and (b) charge reasonable admin and interest (for consumers, a fair rate not exceeding 3% above Bank of England base rate) from due date until paid.
5. Retention/offset: You may not withhold or set off sums unless required by law.

7. Changes, rescheduling & lock-outs

1. Rescheduling by you: Please give at least 48 hours' notice. Under 24 hours, we may charge up to 100% of the fee for the missed slot.
2. Lock-outs: If our team cannot access the property within 20 minutes of arrival (no answer/keys not available), we may treat this as a late cancellation and charge up to 100% to cover our costs.
3. Changes by us: We may reasonably reallocate staff or adjust start times. If we must reschedule due to events beyond our control, we will offer the earliest alternative slot.

8. Consumer cancellations (cooling-off)

1. For distance/off-premises bookings with consumers, you have a legal 14-day cooling-off period from the day after our confirmation to cancel without reason.
2. If you ask us to start within those 14 days, you agree we may charge a pro-rata amount for work already completed if you later cancel.
3. Once the service is fully performed within the cooling-off period with your prior express consent, the legal right to cancel is lost.
4. To cancel, notify us in writing (email/WhatsApp message suffices) with your name, address, booking details and cancellation statement.

9. Service quality, re-cleans & complaints

1. We aim to deliver services with reasonable care and skill.
2. If you are unhappy, please contact us within 48 hours of the clean with details and photos/videos of the issue. We will assess and, if appropriate, offer a targeted re-clean at no additional cost within a reasonable timeframe.
3. A re-clean is the sole remedy for service shortfalls unless a different remedy is required by law.
4. End of Tenancy / Move In–Out: If an inventory clerk/agent raises reasonable points within 72 hours, we will return to address our areas, provided the property remains vacant/accessible and the issues relate to the original scope.

10. Damage & liability

1. Please report suspected damage within 48 hours of the visit (or sooner if practical), with photos and details.
2. We maintain public liability insurance suitable for domestic cleaning (details available on request).
3. We are not liable for:
   • (a) pre-existing damage, wear/tear, discolouration, loose grout/sealant;
   • (b) outcomes limited by material age/condition (e.g., set-in stains, limescale etching);
   • (c) indirect or consequential losses (loss of rent, business interruption, etc.);
   • (d) costs arising where you failed to provide safe access, utilities or accurate information.
4. For lost/damaged keys, our liability is limited to the reasonable cost of key replacement (or, where security reasonably requires, a like-for-like lock change), unless caused by our negligence.
5. Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be limited.

11. Property condition & reasonable limits

1. Cleaning time is finite. If the property's condition requires extra time to meet your expectations, we will seek your approval for additional hours or reprioritise tasks to stay within the booked time.
2. Where unusually heavy soiling, post-build dust, nicotine staining, mould or infestation is discovered, we may stop work and offer an adjusted plan/quote.

12. Subcontractors & staffing

1. We may use vetted subcontractors/associates. We remain responsible for delivering the contracted service to you.
2. Our teams must not be harassed, abused or placed in unsafe situations. We may withdraw service immediately if staff safety is at risk.

13. Non-solicitation

1. You agree not to directly hire or engage any Christina’s Cleaners worker who has provided services to you, for 12 months after their last visit.
2. If you do, you agree to pay an introduction fee of £500 (a genuine pre-estimate of our recruitment, onboarding and scheduling costs). This does not limit our other rights.

14. Data protection & communications

1. We process your personal data to manage bookings, deliver services, take payment, quality-assure and handle issues, under the UK GDPR and Data Protection Act 2018.
2. Our Privacy Notice (on our website) explains what we collect, legal bases, retention, your rights, and who we share data with (e.g., payment providers, insurers).
3. We may request before/after photos strictly for quality control, training and handling complaints; we will not publish identifiable images of your home without your explicit consent.
4. We may contact you by email/phone/WhatsApp regarding your bookings. You can opt-out of marketing at any time.

15. Promotions, pricing updates & changes to terms

1. Discounts and promo codes are personal, non-transferable and may not be combined unless we say so.
2. For recurring clients, if we change rates, we’ll give you reasonable prior notice.
3. We may update these Terms on our website. The version in force at the time of your booking applies to that booking.

16. Force majeure

We are not liable for delays or failure to perform due to events beyond our reasonable control (e.g., extreme weather, illness, transport disruption, utility failures). We will reschedule as soon as reasonably possible.

17. Complaints & dispute information

1. We aim to resolve complaints internally: please email cleaners@christinas-cleaners.co.uk with your booking reference and summary.
2. If we cannot resolve a consumer complaint, we will supply information about a suitable Alternative Dispute Resolution (ADR) entity as required by UK law and state whether we agree to use it. We are not obliged to submit to ADR.
3. You always retain the right to pursue a claim in the courts.

18. Law & jurisdiction

These Terms are governed by the laws of England and Wales. Courts of England and Wales have exclusive jurisdiction, except that consumers resident in Scotland or Northern Ireland may bring proceedings in their local courts.

Service-specific notes (summaries for clarity)

• Maintenance Clean: lighter routine clean on agreed checklist; ensure vacuum & mop present unless equipment hire is booked.
• Deep Clean: intensive cleaning focusing on kitchens, bathrooms, scale/grease and detail work; permanent staining or worn finishes may limit results.
• Move In / Move Out: aimed at inventory standards; property should be empty, with power and water on. Internal windows not included unless booked; appliances cleaned externally unless internal clean added; around/under appliances cleaned where safe and accessible.