Booking & Service Policy

General Service

• We provide domestic and commercial cleaning services as agreed at the time of booking.
• The scope of work will be discussed in advance. Additional tasks may incur extra charges.
• We reserve the right to refuse work that is unsafe or outside our agreed services.

Timekeeping & Access

• We aim to arrive on time; however, arrival times may vary due to traffic or unexpected delays.
• Clients must ensure access to the property at the scheduled time.
• If we cannot gain access, a full or partial fee may be charged.
• If we are running late, we will inform you as soon as possible.

Cancellations & Rescheduling

• A minimum of 24 hours’ notice is required to cancel or reschedule a booking.
• Late cancellations may be charged up to 50–100% of the service fee.
• Missed appointments or cases where access is not available may be charged in full.

Payments

• Payment is due on the day of service unless otherwise agreed in writing.
• Accepted payment methods will be confirmed at the time of booking.
• Late payments may incur additional charges.

Health & Safety

• We follow strict health and safety guidelines to protect both clients and staff.
• Clients must inform us of any hazards, including loose flooring, faulty electrics, or unsafe access.
• Please notify us of any allergies to cleaning products before the service begins.
• We reserve the right to refuse cleaning in unsafe or hazardous conditions.
• Aggressive pets must be secured during the cleaning visit.
• We do not handle biohazards, including bodily fluids, mould infestations, or pest issues.

Damage & Liability

• We are fully insured; however, we are not liable for pre-existing damage or normal wear and tear.
• Any damage claim must be reported within 24 hours of service.
• We are not responsible for items that are not secured or that have been improperly installed.

Satisfaction Guarantee

• If you are not satisfied with the service, please notify us within 24 hours.
• Where appropriate, we will return to re-clean the affected area.
• Refunds are not provided without the opportunity to inspect and rectify the issue.

Supplies & Equipment

• We provide our own cleaning products and equipment unless agreed otherwise.
• If client-supplied products are used, we are not responsible for their effectiveness or for damage caused by them.

Privacy & Confidentiality

• All client information and property details are kept strictly confidential.
• We respect your privacy at all times while working in your home or business.

Conduct

• We maintain a professional standard at all times.
• Any abusive, threatening, or inappropriate behaviour towards staff may result in immediate termination of services.

Right to Refuse Service

• We reserve the right to refuse or discontinue service at our discretion if conditions are unsafe or if these policies are breached.

If you have any questions about this policy, please contact us at Cleancarecomplete@gmail.com.