Terms & Conditions

These Terms & Conditions form an agreement between Excellent Clean Limited, 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, provided they have been made available to the Client before the booking is agreed.

• 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.

• 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 where permitted under the agreed booking terms.
• 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.

• Payment terms will be agreed before the service begins.
• Invoices must be paid by the due date stated on the invoice.
• Excellent Clean Limited reserves the right to pause, cancel or withhold further services where payment is overdue, subject to applicable law and existing contractual obligations.
• The Client is responsible for any reasonable and legally recoverable costs incurred in recovering unpaid invoices.
• Deposits, where required, are subject to the cancellation terms agreed at the time of booking and the Client's statutory rights.

• 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 reasonable cancellation charge where this was disclosed and agreed before booking.
• For regular cleaning clients, cancellation of ongoing services may require notice as agreed at the time of booking.
• Excellent Clean Limited reserves the right to reschedule a service due to illness, emergency, weather, vehicle issues or other unexpected circumstances. Where this occurs, we will make reasonable efforts to notify the Client and arrange an alternative appointment.

We aim to deliver a high standard of cleaning. If the Client is unhappy with any area cleaned, they should contact Excellent Clean Limited within 24 hours of the service where reasonably possible.

Where a complaint is valid, we will arrange an appropriate remedy, which may include re-cleaning the affected area free of charge.

This service guarantee does not restrict the Client's statutory consumer rights.

• Excellent Clean Limited aims to resolve service complaints promptly and fairly.
• Where appropriate, we may offer to inspect and re-clean affected areas as a first remedy.
• Refunds and other remedies will be considered in accordance with the circumstances and applicable consumer law.
• Nothing in these Terms & Conditions limits or excludes any statutory right to a refund, price reduction, repeat performance or other remedy where applicable.

• 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.

• Excellent Clean Limited will take reasonable care while carrying out all services.
• The Company is not responsible for pre-existing damage, ordinary wear and tear, or defects not caused by its services.
• Valuable, sentimental, fragile or irreplaceable items should be removed or secured before cleaning begins where reasonably possible.
• Any alleged damage should be reported in writing within 48 hours of the service where reasonably possible, to allow prompt investigation.
• Where the Company is legally responsible for damage, an appropriate remedy will be determined in accordance with applicable law.
• The Company does not accept responsibility for losses that are not legally attributable to its acts or omissions.
• Nothing in these Terms excludes or restricts liability that cannot lawfully be excluded or restricted.

• Excellent Clean Limited 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 solely by defective or unsuitable Client-supplied products or equipment, except where the Company has failed to exercise reasonable care and skill.

• If keys or alarm details are provided, the Client must ensure all information is accurate and up to date.
• Excellent Clean Limited 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.

Excellent Clean Limited may take before-and-after photos where necessary for quality control, proof of work, safety, dispute resolution or documentation of property condition.

Photos containing personal data will be handled in accordance with applicable data protection law.

Photos will not be used for marketing without an appropriate lawful basis and any required permission.

Excellent Clean Limited may process Client names, contact details, addresses, booking details and service records for administration, communication, invoicing and service delivery.

Personal data will be processed in accordance with applicable data protection law, including the General Data Protection Regulation (GDPR).

Client information will not be sold to third parties.

Excellent Clean Limited reserves the right to update these Terms & Conditions when required.

The latest version published on our website will apply to future bookings.

Changes will not retrospectively alter the terms of an existing confirmed booking unless agreed by the parties or otherwise permitted by law.