Booking and cancellation terms

We quote a fixed price against an agreed scope of work, rather than an open-ended hourly rate. Most quotes are prepared from photos, a walkthrough video or detailed information you provide. Heavily soiled properties, after-builders cleans, larger properties and specialist jobs may require an in-person assessment first, which is free.

Your fixed price arrives within 24 hours of us having everything we need. A quote is valid for 30 days. If the property turns out to be materially different from what was described or shown, we will tell you before starting and agree a revised price with you rather than proceeding and invoicing more later.

A booking fee secures your date and comes off the final balance. We confirm the exact amount before you commit.

Your date is not held until the booking fee has been received and we have sent written confirmation. Submitting the form on this website is a request, not a confirmed appointment.

Payment is by bank transfer or a secure payment link. No payment is taken through this website and there is no card checkout here. For one-off residential jobs the booking fee is paid in advance and the balance is normally due on completion. Commercial clients may be invoiced on agreed terms, normally up to 30 days.

We ask for at least 72 hours’ notice to cancel. Booking fees are non-refundable for cancellations made inside that window.

If our team has already travelled to the property, or we cannot gain access on the day, a charge may apply to cover staff time, travel and operational costs.

Bookings can be moved to another available date. We ask for at least 72 hours’ notice where possible. Changes are subject to availability. Late changes may result in loss of the booking fee, or an additional charge where staff and resources have already been committed.

You can be there, arrange for someone to meet us, leave a key, or provide secure key-safe details. Please never send access codes through the website form — we will ask for these directly once your date is confirmed.

Before we arrive, please remove unnecessary clutter, clear the surfaces you want cleaned, secure valuables and fragile items, and tell us about pets. For end of tenancy and move-out cleans, personal belongings should ideally be removed and cupboards emptied if you want their insides cleaned.

Please tell us about parking restrictions or permits in advance. Exceptional parking, congestion or access charges required for the job may be added to the quote or charged separately by prior agreement.

We normally provide all products and equipment. If anyone at the property has allergies or sensitivities, or you have specific product preferences, tell us before booking so we can discuss suitable options.

Concerns about an agreed area of work should be reported within 15 hours of completion, preferably with photos. We will assess promptly and, where appropriate, arrange for the affected area to be rectified.

Complaints should be raised directly with us by phone, WhatsApp or email as soon as possible, with photos or video where relevant. They are reviewed by management and handled promptly and fairly.

Unless it is written into your quote, the following is outside the scope of a standard clean: carpet and upholstery cleaning, external windows, the insides of fridges, freezers, ovens and cupboards, wall washing, specialist mould remediation, high-access work, waste removal, and any restoration or repair work. Any of these can be added — just ask when you enquire.

For business clients, frequency, minimum term, cancellation notice and payment terms are agreed individually in a separate written agreement, which takes precedence over these terms where the two differ.

We hold public liability insurance. Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. Your statutory rights as a consumer are not affected.

These terms are governed by the law of England and Wales. Questions about them can go to [email protected]. So Fresh Cleaning Service Ltd, company number 16423190.