Terms & Conditions

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Norfolk Cleaning Services – Terms and Conditions

By booking with Norfolk Cleaning Services, you agree to the following terms and conditions:

1. Bookings and Payments

1.1 Booking Confirmation: All bookings must be confirmed by Norfolk Cleaning Services. Once confirmed, you will receive a booking confirmation via your preferred method of communication.

1.2 Pricing:

● Crystal Clean (Regular Clean): £25 per hour (minimum 2 hours per visit).

● Diamond Deep Clean: From £150 (subject to quotation).

● Platinum Perfect: Price subject to quotation.

● Silver Sparkle (OAP Service): £18.50 per hour.

● Bed Making: £5 per bed (optional add-on).

1.3 Payments: 

Payment is required on the day of the service by bank transfer or cash unless otherwise agreed. Regular cleaning clients may arrange standing payments.

1.4 Deposit for Large Jobs: 

A 50% deposit is required for large jobs such as End of Tenancy Cleans, One-Off Deep Cleans, and Builders Cleans. The remaining balance is due upon completion of the service.

1.5 Late Payments: 

Failure to pay on time may result in the suspension of future services until the outstanding balance is cleared.

2. Cancellations and Rescheduling

2.1 Client Cancellations: 

We require a minimum of 48 hours’ notice for cancellations or rescheduling. Cancellations made with less than 48 hours’ notice may incur a 50% charge of the scheduled service fee.

2.2 Missed Appointments: If we arrive at the property and cannot gain access, 50% service fee will be charged.

2.3 Norfolk Cleaning Services Cancellations: In rare cases where we must cancel or reschedule, we will notify you as soon as possible and offer the next available appointment.

3. Access to Property

3.1 Client Responsibility: 

You must ensure we can access your property at the scheduled time. If you provide a key, it will be handled securely and returned upon request.

3.2 Unattended Properties: 

If no one will be present during cleaning, please provide clear entry instructions. We are not responsible for any loss or damage if access instructions are not properly followed.

3.3 Key Handling and Security: 

If you provide us with a key, we will store it securely and only use it for scheduled cleaning visits. In the unlikely event that a key is lost, we will cover the reasonable cost of a replacement key or lock change (up to £100).

4. Service Expectations

4.1 Scope of Work: 

Our services cover general and deep cleaning as specified in our package descriptions. Additional tasks may be arranged by prior agreement and may incur additional charges.

4.2 Service Limitations: 

We do not:

● Move heavy furniture or appliances.

● Clean areas requiring specialized equipment.

● Handle hazardous materials or biohazards (see Section 8).

4.3 Use of Client’s Products: 

If you request that we use your cleaning products, we are not responsible for the effectiveness of the clean or any damage caused by those products.

4.4 Before and After Photos: 

We may take before and after photos of the areas cleaned for quality control and proof of service. These images will not be shared publicly without your consent.

5. Pets

5.1 Pet Safety: 

Clients must ensure pets are safely secured during cleaning visits. We cannot be held liable for pets escaping or any incidents involving pets.

5.2 Pet-Friendly Products: 

Upon request, we will use non-bio/enzyme and pet-safe products. Please inform us if your pets have specific sensitivities.

5.3 Pet-Related Cleaning: 

Standard services do not include excessive pet hair removal or pet-related messes. Additional fees may apply for these tasks.

6. Promotions and Discounts

6.1 Eligibility: 

Promotions and discounts are subject to availability and specific terms. They cannot be combined unless otherwise stated.

6.2 First Month Discount: 

For regular cleaning, a 10% discount on the first month applies (subject to quotation).

6.3 OAP Discount: 

Our Silver Sparkle package is priced at £18.50 per hour and is available to OAP clients. Proof of eligibility may be required.

6.4 Withdrawal: 

We reserve the right to modify or withdraw promotions without prior notice.

7. Health, Safety, and Environment

7.1 Safe Working Environment: 

Clients must ensure a safe working environment. We reserve the right to refuse or suspend cleaning if the property is deemed unsafe (e.g., hazardous materials, aggressive pets, unsafe structures).

7.2 Infestations and Biohazards: 

We do not clean properties with active pest infestations, human/animal waste, or biohazardous materials. If such conditions are identified, services will be immediately suspended, and a cancellation fee will apply.

7.3 Excessive Clutter: 

We cannot clean areas where excessive clutter prevents access. Additional time or charges may apply if extra work is required to clean around or organize such spaces.

8. Liability and Insurance

8.1 Damage and Breakages: 

We will take reasonable care when cleaning your home. Any damage must be reported within 24 hours of the service. We hold public liability insurance to cover accidental damage caused by our team.

8.2 Pre-Existing Damage: 

We are not responsible for wear and tear, faulty fixtures, or damage caused by improper maintenance prior to our visit.

8.3 Valuables: 

Please secure any valuable or fragile items before cleaning. We are not responsible for lost or misplaced items.

9. Force Majeure

We are not liable for delays or failure to perform due to circumstances beyond our reasonable control, including but not limited to: extreme weather, natural disasters, power outages, illness, or public emergencies. We will make reasonable efforts to reschedule services as soon as possible.

10. Termination of Service

10.1 Client Termination: 

You may cancel regular cleaning services with 7 days’ notice. Failure to provide notice may result in a charge for the next scheduled clean.

10.2 Service Termination by Norfolk Cleaning Services: 

We reserve the right to terminate services immediately if:

● Payment is consistently late.

● The working environment is unsafe.

● There is inappropriate or abusive behavior toward our staff.

11. Complaints Procedure

11.1 Raising a Concern: 

If you are dissatisfied with any aspect of our service, please contact us within 24 hours of the clean. We will investigate and resolve the issue promptly.

11.2 Resolution: 

Where appropriate, we will arrange a re-clean of the affected area at no additional cost. 11.3 Refunds: We do not offer refunds. 

12. Working Hours and Availability

12.1 Service Hours: 

We operate Monday to Friday, 9 am to 3 pm in your area.

12.2 Bank Holidays: 

We do not operate on weekends or public holidays unless otherwise agreed.

13. Privacy and Data Protection

13.1 Client Information: 

Your personal information is stored securely and used solely for providing cleaning services. We do not share your details with third parties.

14. Amendments

Norfolk Cleaning Services reserves the right to update these Terms and Conditions. Clients will be notified of any significant changes.

By booking a service with Norfolk Cleaning Services, you agree to these Terms and Conditions.

For any questions, please contact us at info@norfolkcleaning.uk