Booking policy

Making a booking

A booking is confirmed when we've sent you a written quote and you've confirmed the date in writing — by email, WhatsApp or text. The quote states the service, the property, the price and the checklist that applies. Nothing is booked on a verbal estimate alone.

Deposits

For first-time bookings with a total above £250, we ask for a 25% deposit to hold the slot. It is deducted from the final bill. Regular clients and account customers are not asked for deposits.

If we cancel or cannot attend, the deposit is refunded in full within three working days.

Payment

The balance is due on completion, by bank transfer or card. Account customers (landlords, agents, contractors and commercial clients) are invoiced monthly on 14-day terms. We do not take card details over the phone and we do not handle cash.

Access on the day

Tell us at booking how we'll get in: you'll be there, a key, a lockbox code, a smart lock, or an agent or neighbour. If we arrive and cannot get access, we'll call you and wait up to 30 minutes. Beyond that the visit is treated as a same-day cancellation.

Keys held by us are logged against a reference number rather than an address, tagged with no identifying information, and stored in a locked safe. Keys are returned on request at any time.

Utilities

We need running water, hot water and electricity at the property on the day. This matters most on end of tenancy and after-builders cleans, where the supply is sometimes disconnected at hand-over. If services are off, we can't complete the job and the visit is charged.

Fixed prices and changes of scope

Fixed-price jobs are quoted on the property as described to us. If what we find is materially different — an extra room, a property that hasn't been cleaned in years, or heavy building residue we weren't told about — we'll stop, explain, and give you the revised price before continuing. We never add charges after the event.

The 48-hour re-clean guarantee

If you, your landlord or your letting agent raises a cleaning issue within 48 hours of a completed job, we return and re-clean the areas concerned at no charge. We ask for photos so the right cleaner and the right equipment come back. The guarantee covers cleaning standards; it doesn't cover damage, wear, or work that was outside the agreed checklist.