Terms of Service

1. Introduction

Welcome to Pristine Cleaning Services. These Terms of Service ("Terms") govern your use of our website, www.pristinecleaningservices.co.uk, and the cleaning services provided by Pristine Cleaning Services ("we," "our," or "us").

By accessing our website, booking our services, or using any of our services, you agree to be bound by these Terms. If you disagree with any part of these Terms, you may not access our website or use our services.

2. Cleaning Services

2.1 Service Description

Pristine Cleaning Services provides residential and commercial cleaning services as described on our website and in service-specific agreements. Our services include, but are not limited to, regular cleaning, deep cleaning, end of tenancy cleaning, office cleaning, and carpet cleaning.

2.2 Service Standards

We strive to provide high-quality cleaning services and will perform all services with reasonable care and skill. However, we cannot guarantee that all cleaning challenges will be resolved in a single visit, particularly for difficult stains, deeply ingrained dirt, or long-term neglect.

2.3 Service Limitations

Our cleaning services do not include:

• Moving heavy furniture or appliances
• Cleaning areas that would put our staff at risk (e.g., high external windows, unsafe surfaces)
• Handling hazardous substances
• Cleaning of valuable or delicate items unless specifically agreed upon
• Waste disposal beyond normal household waste

3. Bookings and Appointments

3.1 Booking Process

You may book our services through our website, by phone, or by email. All bookings are subject to our availability and confirmation.

3.2 Accurate Information

You are responsible for providing accurate and complete information when booking our services, including the correct address, contact details, and specific cleaning requirements. Any errors or omissions may result in service delays or additional charges.

3.3 Service Schedule

We will make reasonable efforts to arrive at the scheduled time. However, we cannot guarantee exact arrival times due to traffic, weather conditions, or other unforeseen circumstances. We will notify you if we anticipate a significant delay.

4. Pricing and Payment

4.1 Service Rates

Our service rates are as indicated on our website or as quoted to you directly. We reserve the right to adjust our rates with reasonable notice.

4.2 Additional Charges

Additional charges may apply for:

• Services requested on short notice
• Services provided outside our normal operating hours
• Additional services requested during the appointment
• Properties that are excessively dirty or cluttered
• Parking fees or congestion charges (in certain locations)

4.3 Payment Terms

Payment terms vary by service type:

• One-time services: Full payment is due upon completion of service
• End of tenancy cleaning: A deposit may be required at booking, with balance due on completion
• Regular cleaning services: Monthly invoicing with payment due within 7 days
• Commercial contracts: As specified in individual service agreements

4.4 Payment Methods

We accept payment by credit/debit card, bank transfer, and cash. Late payments may incur additional fees.

5. Cancellation Policy

5.1 Client Cancellations

If you need to cancel a scheduled cleaning appointment, please notify us as soon as possible:

• Cancellations made 48+ hours before the scheduled service: No cancellation fee
• Cancellations made 24-48 hours before the scheduled service: 50% cancellation fee
• Cancellations made less than 24 hours before the scheduled service: 100% cancellation fee

5.2 Company Cancellations

In rare circumstances, we may need to cancel or reschedule a service due to illness, emergency, or unforeseen circumstances. We will notify you as soon as possible and reschedule at your convenience or provide a full refund for any prepaid services.

6. Property Access

6.1 Access Requirements

You are responsible for ensuring our cleaning staff can access your property at the scheduled time. This includes providing keys, alarm codes, or arranging for someone to be present.

6.2 Failed Access

If our staff cannot access your property for any reason not attributable to us, we reserve the right to charge a failed access fee equal to 50% of the booked service.

7. Insurance and Liability

7.1 Insurance Coverage

Pristine Cleaning Services maintains comprehensive public liability and professional indemnity insurance to cover potential damages that may occur during our services.

7.2 Damage Claims

In the event of damage to your property caused by our staff during service delivery:

• You must report the damage within 24 hours of service completion
• We will investigate all claims promptly and fairly
• If our liability is established, we will arrange for repair, replacement, or compensation as appropriate

7.3 Limitation of Liability

Our liability is limited to direct damages actually caused by our services. We are not liable for:

• Pre-existing damage or wear and tear
• Damage to items that were not properly secured or protected
• Damage resulting from incorrect information provided by the client
• Indirect or consequential losses
• Damage to particularly fragile items unless specifically identified by the client in advance

8. Satisfaction Guarantee

8.1 Quality Commitment

We are committed to your satisfaction with our services. If you are not completely satisfied with the cleaning provided, please notify us within 24 hours of service completion.

8.2 Remedial Cleaning

If you report issues with our service within 24 hours, we will return to address any overlooked areas at no additional cost. This guarantee is subject to reasonable assessment and does not include areas not originally included in the service scope.

9. Termination

9.1 Regular Service Termination

For regular cleaning services, either party may terminate the arrangement with 14 days' written notice.

9.2 Termination for Cause

We reserve the right to terminate services immediately if:

• Payment is not received according to the agreed terms
• The client behaves in an abusive or threatening manner toward our staff
• The working conditions are unsafe or unhygienic
• The client repeatedly violates these Terms

10. Modifications to Terms

We reserve the right to modify these Terms at any time. Updated Terms will be posted on our website with the effective date. Your continued use of our services after any changes to the Terms constitutes acceptance of those changes.

11. Governing Law

These Terms are governed by and construed in accordance with the laws of the United Kingdom. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.

12. Contact Information

If you have any questions about these Terms, please contact us at: