Terms &Conditions

1. Scope of Service & Bookings

By requesting a quote or booking services with Refuse Shine Cleaning LTD, you enter into a binding agreement to abide by these terms.

We agree to provide professional cleaning services matching the agreed-upon package checklist (e.g. Regular House Clean, End of Tenancy, Deep Clean). Standard duration and quotes are initial estimations based on size parameters and may be adjusted if the property condition differs significantly from descriptions.

2. Cancellations & Rescheduling

To maintain an efficient schedule for our vetted cleaners, we enforce the following booking slot policies:

• 24-Hour Notice: Cancellations or rescheduling requests must be submitted at least 24 hours prior to the scheduled cleaning slot.
• Late Cancellations: Bookings cancelled with less than 24 hours' notice are subject to a late cancellation fee equal to 50% of the service cost.
• No Access Lockouts: If our cleaners arrive and cannot gain entry within 20 minutes (e.g. key code issues, client not home), the visit will be cancelled and treated as a lockout slot subject to a full fee.

3. Payments & Billing Terms

Clear invoicing and pricing policies apply to all client transactions:

• Accepted Payments: Payments can be made safely via credit/debit card transactions or standard bank transfers.
• Billing Schedule: Regular weekly or fortnightly service visits are billed on the day of completion or weekly. End of Tenancy or deep cleans require payments prior to cleaner departure or upon invoicing.
• Overdue Invoices: Overdue payments are subject to a standard reminder process, and Refuse Shine Cleaning LTD reserves the right to suspend future scheduled cleanings until bills are settled.

4. Client Cooperation & Access

To enable our staff to work safely and achieve 5-star results, clients must cooperate on the following:

• Utilities: The client must supply running hot water, operational electricity, and standard drainage facilities at the property.
• Securing Valuables: Please store away sensitive personal items, gold, jewellery, or high-value fragile assets prior to cleaner arrivals.
• Pet Management: Pets should be secured safely so that staff cleaners can work unhindered through rooms.

5. Satisfaction Guarantee & Re-Cleans

We stand by our cleaning performance. If you are not satisfied with any specific section cleaned:

• Report within 24 Hours: You must contact us within 24 hours of service completion to file a complaint.
• Free Re-Clean: We will return to clean the unsatisfactory area free of charge at the earliest available slot.
• No Refund Policy: Please note that we do not issue monetary refunds; our commitment is to correct any issues through physical re-cleans.

6. Liability Boundaries & Damage

We are fully insured with comprehensive **£2M public liability insurance**. However, certain liabilities are restricted:

• Damage Reporting: Any physical property damage caused directly by our cleaner must be reported to our office within 24 hours.
• Fragile Items: We are not liable for fragile, cracked, or poorly secured fixtures (e.g. wobbly shelves, hanging paintings without heavy brackets) that fall during standard dusting.
• Bleach & Severe Stains: Some heavy liquid spillages (old coffee stains on carpets, mold in grout lines) may have permanently discolored surfaces. We cannot guarantee complete extraction without chemical bleaching risk.

7. Safe Working Environment

Our staff safety is paramount. We reserve the right to immediately pull our cleaners out of properties containing safety hazards:

• Biochemical Hazards: Presence of mold infests, animal feces, human waste, or chemical spills not pre-disclosed.
• Harassment: Verbally abusive behavior or physical intimidation towards our cleaning staff will result in instant cancellation without refund.

8. Governing Law & Contact Details

This Agreement and all bookings are governed by the laws of England and Wales, and both parties submit to the exclusive jurisdiction of the English courts.

For any questions regarding these Terms & Conditions, please contact us: