Terms Of Service

1. Introduction
By booking with Sanitary Cleans, you agree to these Terms. We reserve the right to update them at any time.

2. Payment Terms
• A 15% deposit secures your booking. The balance (85%) is due immediately after service completion.
• The minimum booking duration is 2 hours.

3. Deposit Refund Policy
• Fully refundable if cancelled 48+ hours before the appointment.
• 50% refunded if cancelled 24-48 hours prior.
• No refund if cancelled less than 24 hours before.
• Payments accepted via bank transfer, debit/credit card, or cash.
• Late payments incur a 5% weekly interest charge.

4. Cancellations
We may cancel or reschedule due to unforeseen circumstances (e.g., staff illness, severe weather). Clients will receive a refund or alternative date.

5. Access & Requirements
• Clients must ensure clear, safe access to the property.
• If access is unavailable, the full service fee applies.
• Running water, electricity, and adequate lighting are required.
• Cleaners will bring their own cleaning products unless otherwise agreed. However, due to transport limitations, clients are expected to provide a vacuum cleaner and mop. If these are unavailable, clients must request provision in advance, which is subject to availability and transport constraints.

6. Right to Terminate Services
We reserve the right to terminate services if:
• The property’s condition exceeds the agreed scope.
• The premises are unsafe or hazardous.
• Staff face abuse, harassment, or inappropriate behaviour.
• Illegal activities are discovered.

If services are terminated, the client is liable for costs up to the termination point.

7. Liability & Insurance
• We hold public liability insurance covering accidental damage.
• We are not liable for:
• Pre-existing damage.
• Issues from poor structural integrity.
• Undisclosed high-value or sentimental items.

Accidental Damage: Issues must be reported within 24 hours of service completion.

8. Satisfaction Guarantee & Complaints
• Complaints must be raised within 24 hours to qualify for a free re-clean (unchanged scope).
• Complaints after 24 hours may not be eligible.

9. Customer Obligations
Clients agree to:
• Provide accurate property details.
• Secure valuables before service.
• Inspect the property upon completion and raise concerns immediately.

10. Governing Law
These Terms follow the laws of England and Wales. Disputes will be resolved through negotiation or legal proceedings in England and Wales.

11. Pricing & Final Invoice Policy
• The initial quote is an estimate based on average completion times.
• The final invoice will reflect the actual hours worked.
• Clients will be informed before any significant adjustments to the work or cost.

12. Out-of-Scope Services & Additional Charges
Examples of out-of-scope work (may incur extra charges):
• Mould removal, pest control, or extreme neglect cleaning.
• Carpet shampooing, upholstery cleaning, or appliance disassembly.
• Cleaning biohazards or removing waste without prior agreement.
• Re-cleaning due to post-service damage or occupancy.

Handling Out-of-Scope Requests:
• Additional services will be assessed, and a revised quote provided.
• Work proceeds only with client approval.
• If declined, we are not liable for incomplete outcomes related to excluded tasks.

Additional Charges:
• Unexpected conditions (e.g., excessive dirt or clutter) may incur extra fees or require rescheduling.
• Parking fees, congestion charges, or other access-related costs will be added if applicable.