Terms & Conditions

1. Introduction & Agreement

These Terms and Conditions govern the provision of domestic, deep, end-of-tenancy, and commercial cleaning services provided by Polished Living Cleaners ("the Company", "we", "our") to the client ("you", "the Customer"). By requesting a quote, booking a service, or permitting our personnel access to the property, you agree to be bound by these terms.

2. Quotations & Bookings

• All quotes provided online or over the phone are based on the initial information and property dimensions provided by the Customer.
• If the property condition differs substantially upon arrival (e.g. extreme buildup, post-construction debris, heavy mold), we reserve the right to revise the price or time required in consultation with the Customer before commencing.
• For regular domestic cleaning, a minimum booking session duration of 2 hours applies.

3. Payments & Invoicing

• Domestic Services: Payment is due upon completion of each cleaning visit via bank transfer or approved card payment.
• End of Tenancy & Deep Cleans: A card pre-authorisation or deposit may be required upon booking, with the balance due immediately upon service completion.
• Commercial Contracts: Invoices are issued monthly with standard 14-day or 30-day payment terms as agreed in the contract schedule.

4. Cancellation & Rescheduling Policy

We understand that schedules change. To respect our cleaners' time and schedules, we require at least 24 hours notice to cancel or reschedule any scheduled visit free of charge.

• Cancellations made with more than 24 hours notice incur no charge.
• Cancellations made with less than 24 hours notice, or inability of our cleaners to gain access upon arrival (lockout), may incur a cancellation charge up to the full value of the booked clean to cover the cleaner's allocated time.

5. Customer Responsibilities

• The Customer must ensure uninterrupted access to hot water and electricity throughout the duration of the clean.
• For End of Tenancy cleans, the property should be cleared of all personal belongings and rubbish prior to our arrival, and refrigerators/freezers should be defrosted.
• Please notify us of any delicate, fragile, or high-value surfaces requiring specialist care beforehand.

6. 24-Hour Satisfaction Guarantee & Claims

We take pride in delivering spotless results. If you are dissatisfied with any aspect of the cleaning:

• Please notify us in writing or via telephone within 24 hours of the service completion (or 48 hours for End of Tenancy checkouts).
• We will arrange a free re-clean of the flagged areas as quickly as possible.
• Our guarantee does not cover pre-existing wear and tear, irreversible fabric damage, permanent limescale etching, or areas where access was restricted.

7. Insurance & Liability

Polished Living Cleaners carries comprehensive Public Liability Insurance. In the unlikely event of accidental damage caused directly by our cleaning staff, claims must be reported within 24 hours of the occurrence accompanied by photographic evidence.

8. Governing Law

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.