Terms & Conditions

1. Agreement

These Terms & Conditions form an agreement between Excellent Clean LTD, referred to as “the Company”, and the person, business or organisation booking the service, referred to as “the Client”. Booking a service by phone, email, website, message or any other communication method confirms acceptance of these Terms & Conditions.

2. Quotations & Pricing

• All quotations are based on the information provided by the Client at the time of enquiry.
• Quotes are valid for 30 days unless otherwise agreed in writing.
• If the property condition, workload or service requirements are different from the information provided, the price may be revised before work begins.
• Any additional work requested outside the agreed service will be quoted separately and added to the final invoice.
• Prices may be reviewed due to inflation, wage increases, material costs or operational changes.

3. Bookings & Access

• The Client must provide safe and reasonable access to the property at the agreed time.
• If our team cannot access the property, a cancellation or call-out charge may apply.
• Arrival times are approximate and may be affected by traffic, previous jobs or unforeseen circumstances.
• If our team is delayed, we will make reasonable efforts to contact the Client.

4. Payment Terms

• Payment terms will be agreed before the service begins.
• Invoices must be paid by the due date stated on the invoice.
• Excellent Clean LTD reserves the right to pause, cancel or withhold further services where payment is overdue.
• The Client is responsible for any reasonable costs incurred in recovering unpaid invoices.
• Deposits, where required, are non-refundable unless otherwise agreed in writing.

5. Cancellations & Rescheduling

• We require at least 48 hours’ notice for cancellations or rescheduling where possible.
• Same-day cancellations, lockouts or turning our team away may result in a cancellation charge.
• For regular cleaning clients, cancellation of ongoing services may require notice as agreed at the time of booking.
• Excellent Clean LTD reserves the right to reschedule a service due to illness, emergency, weather, vehicle issues or other unexpected circumstances.

6. Service Guarantee

We aim to deliver a high standard of cleaning. If the Client is unhappy with any area cleaned, they must contact Excellent Clean LTD within 24 hours of the service. Where reasonable and valid, we will arrange to re-clean the affected area free of charge.

7. Refund Policy

• Excellent Clean LTD operates a re-clean policy rather than a refund policy.
• If there is an issue with the service, the Client must give us the opportunity to inspect and rectify the issue.
• Refunds are not issued where the Client refuses a reasonable re-clean opportunity.
• Refunds may only be considered where a paid service could not be delivered and no alternative arrangement was possible.

8. Health & Safety

• The property must be safe for our team to work in.
• Our team may refuse or stop work if the property is unsafe, hazardous, excessively cluttered or presents a risk to health and safety.
• Electricity, hot water and safe working conditions must be available where required for the service.
• Clients must inform us in advance of any hazards, broken fixtures, sharp items, pests, dangerous substances or restricted areas.

9. Damage, Breakages & Liability

• Excellent Clean LTD will take reasonable care while carrying out all services.
• Pre-existing damage, wear and tear, poor installation, loose fittings, unstable furniture or fragile items are not the responsibility of the Company.
• Valuable, sentimental, fragile or irreplaceable items should be removed or secured before cleaning begins.
• Any alleged damage must be reported in writing within 48 hours of the service.
• The Company’s liability is limited to repair or replacement at its reasonable discretion, where liability is accepted.
• Excellent Clean LTD is not liable for indirect loss, loss of income, loss of use, inconvenience or consequential damages.

10. Client Equipment & Products

• Excellent Clean LTD normally provides cleaning materials and equipment unless otherwise agreed.
• If the Client requests the use of their own equipment or products, these must be safe, suitable and in good working order.
• The Company is not responsible for poor results, damage or equipment failure caused by Client-supplied products or equipment.

11. Keys, Alarms & Security

• If keys or alarm details are provided, the Client must ensure all information is accurate and up to date.
• Excellent Clean LTD will take reasonable care of keys and access details provided for cleaning purposes.
• The Client remains responsible for ensuring the property is accessible at the agreed time.

12. Photos & Records

Excellent Clean LTD may take before-and-after photos where necessary for quality control, proof of work, safety, dispute resolution or documentation of property condition. Photos will be used only for legitimate business purposes unless the Client gives permission for marketing use.

13. Data Protection

Excellent Clean LTD may hold client names, contact details, addresses, booking details and service records for administration, communication, invoicing and service delivery. Client information will not be sold to third parties.

14. Changes to Terms

Excellent Clean LTD reserves the right to update these Terms & Conditions when required. The latest version published on our website will apply to future bookings.