Terms of Service

1. Bookings & Quotes

1. All bookings must be made through our website, email, WhatsApp, or phone.
   
2. Quotes are based strictly on the information, photos, or descriptions provided.
   
3. If property details, condition, or size differ from what was shared, the quoted amount may change. Our cleaners will inform you before proceeding with any additional cost.

2. Access & Property Condition

1. The client must provide safe and timely access to the property at the agreed time.
   
2. Any delay caused by access issues (e.g., locked doors, no answer) may shorten the cleaning duration or result in a call-out fee.
   
3. Clients are responsible for removing valuables or fragile items from cleaning areas. Soluxe Cleaning Services is not liable for lost, damaged, or misplaced items.
4. Clutter, personal belongings, or furniture left in a way that blocks access to areas may affect the quality or completeness of the clean.
   • 4.1 Cleaners will not move heavy furniture, large appliances, or excessive clutter.
   • 4.2 If items obstruct cleaning areas, we will clean around them only.
   • 4.3 The client accepts that results may be limited if clutter or obstacles were not cleared beforehand.
5. Soluxe Cleaning Services reserves the right to adjust the service scope or duration if the property is not in a condition suitable for cleaning.

3. Service Access, Refusal & Booking Allocation Policy

1. Service Access & Refusal of Entry: By confirming a booking with Soluxe Cleaning Services Ltd, the client agrees to provide full and reasonable access to the property and all agreed service areas at the scheduled time of arrival. If access is denied, restricted, or the service is refused upon the cleaner’s arrival, the booking will be considered fulfilled from an operational standpoint, and the full service fee remains payable. This reflects the allocation of staff, travel time, and operational resources reserved exclusively for that booking.
2. Cleaner Allocation & Expectations: Cleaner allocation — including the number of cleaners assigned — is determined based on operational requirements, availability, and final booking confirmation. Any references to multiple cleaners in preliminary discussions, estimates, or draft quotes are indicative only and do not form part of the confirmed booking unless explicitly stated in the final invoice or booking confirmation. Soluxe reserves the right to assign one or more cleaners as deemed appropriate to complete the agreed scope within a reasonable timeframe and to the Soluxe standard.
3. Scope Confirmation: The agreed scope of work (e.g. “upstairs only”) is confirmed prior to the booking and forms the basis of service delivery. Refusal of service on the basis of:
   • A misunderstanding of cleaner allocation, or
   • Assumptions not included in the final confirmed booking does not constitute valid grounds for cancellation, refund, or non-payment.
4. Late Cancellations & On-Site Refusal: Any cancellation, refusal, or prevention of service — whether at the point of arrival or within 24 hours of the scheduled booking — will be treated as a same-day cancellation. 100% of the booking value will be charged.
5. Operational Loss & Liability: Soluxe Cleaning Services Ltd shall not be liable for any perceived service dissatisfaction where the client has prevented the service from being carried out or failed to allow the team to complete the agreed scope.

In such cases, the booking is deemed non-executable due to client action, and no refunds or re-cleans will be offered.

4. Payment Terms

1. Payment is required in full prior to the commencement of any service. By confirming a booking, the client authorises Soluxe Cleaning Services to charge the payment method on file before the clean begins. Bookings are not confirmed until payment has been received.
2. The client authorizes Soluxe Cleaning Services to charge the payment method on file for any approved additional charges, re-cleans, or adjustments agreed after the initial payment has been taken.
3. If our cleaners are unable to complete the full scope of the job because of conditions caused by the client — including clutter, blocked areas, lack of access, ongoing works, missing utilities, or any other issue outside our control — the client remains fully liable for the full booking amount. No discounts or partial refunds will be issued where limitations were caused by the client’s environment, preparation, or access issues.
   
4. Failure to settle payment may result in suspension of future bookings.
   

5. Price Adjustments

1. If no accurate pictures or details were provided before booking, and the property requires more time or labour than estimated, the cleaner will notify you upon arrival.
2. The client can choose to proceed at an adjusted rate or decline further work.
3. If the client declines, a minimum call-out fee may still apply.

6. Standard Clean vs Deep Clean

1. Service Overview:

• A Standard Clean is a routine maintenance service intended to keep an occupied property hygienic and presentable. It focuses on visible, frequently used areas and general surface cleaning suitable for regular upkeep.
• A Deep Clean is a more detailed, intensive service designed to address built-up dirt, grease, limescale, and dust in areas not typically covered during routine cleaning. Due to the additional time, labour, and detail involved, a Deep Clean is priced higher than a Standard Clean.

2. Standard Clean – Typical Scope

A Standard Clean generally includes the following tasks, where areas are accessible and reasonably clear:

• Dusting and wiping of accessible surfaces such as worktops, tables, shelves, units, and ledges.
• Vacuuming and/or mopping of accessible floor areas.
• Wiping exterior surfaces of kitchen appliances (hob surface, fridge front, oven front, microwave front).
• Wiping exterior fronts and handles of kitchen cupboards and drawers.
• Routine bathroom cleaning, including toilet, basin, bath or shower surfaces, taps, mirrors, and floors.
• Light general tidying of visible areas where feasible within the booked time.

Unless specifically agreed and quoted in advance, a Standard Clean does not include interior cleaning of cupboards or appliances, intensive grease or limescale removal, stain removal, or moving heavy furniture.

3. Deep Clean – Typical Scope

• A Deep Clean includes the elements of a Standard Clean, with additional time and attention given to less accessible and high-detail areas.
• Typical Deep Clean tasks may include:
  • Kitchen
    • Internal cleaning of oven, fridge, and microwave (where safely accessible).
    • Internal cleaning of kitchen cupboards and drawers only if emptied and accessible.
    • Intensive degreasing of hob, splashback, and surrounding surfaces.
    • Limescale removal around sinks and taps.
    • Detailed cleaning of edges, corners, handles, and high-touch points.
  • Bathrooms
    • Intensive descaling of taps, shower heads, tiles, and glass screens.
    • Grout cleaning where accessible.
    • Detailed disinfection of toilets, basins, baths/showers, and fittings.
    • Polishing of mirrors, glass, and chrome.
    • Extra attention to corners, edges, and areas around fixtures where reachable.
  • Bedrooms & Living Areas
    • Dusting and wiping of reachable skirting boards, door frames, switches, and sockets.
    • Cleaning behind and under beds or furniture only where items can be moved safely.
    • Cleaning of wardrobe and cabinet exteriors; interiors only if requested and emptied in advance.
    • Vacuuming under furniture and into corners where accessible.
  • Hallways & Common Areas
    • Cleaning of doors, handles, and light switches.
    • Spot-cleaning of accessible wall marks where appropriate.
    • Cleaning of stair rails and banisters.
    • Extra attention to floor edges and corners.
• Exclusions & Specialist Services: Unless expressly stated in the quotation or booking confirmation, neither a Standard Clean nor a Deep Clean automatically includes:
  • Professional carpet shampooing or stain removal beyond standard vacuuming.
  • Exterior window cleaning or external areas such as balconies, gardens, or driveways.
  • Moving heavy, fixed, plumbed-in, or fragile items (including large wardrobes or white goods).
  • Specialist restoration services, including mould remediation, paint removal, adhesive removal, or repair work.
• Any specialist or additional services must be quoted separately and agreed in advance.

7. Service Completion, Delays, Interruption & Complaints Policy

1. Service Completion & Interruption: Clients must allow the cleaning team to complete the full allocated service duration and agreed scope before assessing the quality of work. Any concerns regarding quality must be raised after the service has been completed, not during. Cleaners are trained to follow a structured workflow, meaning certain areas may appear incomplete mid-service. This is normal and does not indicate poor performance.

2. Delays & Late Access: If the client is not ready to receive the cleaning team at the agreed start time, the following applies:

• A delay of 45 minutes or more past the scheduled start time will incur a late fee of £60, charged automatically to the payment method on file.
• If the delay exceeds 1 hour and 30 minutes from the scheduled start time, the cleaning team reserves the right to leave the property without commencing the clean. In this event, the full booking amount remains payable and no refund or rescheduling will be offered without an additional charge.
• Any time lost due to a delayed start cannot be recovered or added to the end of the booking. The session will end at the originally scheduled finish time regardless.

3. Early Termination by Client: If a client instructs cleaners to leave the property before completion of the agreed service, the following applies: The service will be considered incomplete due to client intervention, and the full booking amount remains payable. The client forfeits the right to request a refund, request a re-clean, or raise complaints regarding areas that were not reached. This applies because the cleaners were prevented from completing the agreed scope through no fault of Soluxe Cleaning Services Ltd.

4. Complaints & Post-Service Evidence: Any complaints regarding incomplete or unsatisfactory work must be raised after the cleaners have completed the job and, where possible, conducted a final walkthrough with the client. Complaints must give Soluxe the opportunity to rectify the issue via a re-clean before any other recourse is sought. Where cleaners are dismissed early or the service is not allowed to be completed, Soluxe Cleaning Services Ltd cannot accept post-service complaints regarding incompletion, including photo evidence submitted after the fact.

5. Operational Time & Labour Commitment: Where cleaners have attended and carried out substantial work — including extended hours on-site — the service is considered delivered in good faith. Full charges apply for all time spent, labour provided, and resources allocated, regardless of early termination by the client.

8. Complaints Policy & Re-cleans

Please note that complaints are only valid where the full service was allowed to be completed. See Section 7 for our policy on early termination and service interruption.

1. All service-related complaints must be submitted within 10 days of the clean.
2. After 10 days, Soluxe Cleaning Services is not responsible for any claims, as property conditions may have changed.
3. Valid complaints will be reviewed case-by-case; a re-clean may be offered at our discretion. Refunds are not guaranteed.
4. Re-Clean Reporting Responsibility: After a re-clean has been carried out, it is the client’s responsibility to ensure that all areas of concern have been clearly communicated to us. Soluxe Cleaning Services will not offer additional re-cleans for areas that were not mentioned, overlooked, or forgotten by the client during the complaint or re-clean request.
   • 4.1 No Refund After Re-clean: Once a re-clean has been completed, no refunds will be offered. The re-clean is considered the final resolution for any reported issues, and the client accepts the outcome as the closing of the complaint.
     

9. Cancellations & Rescheduling

1. Any date changes made within 48 hours of the scheduled clean will incur a £60 charge. Same-day changes or cancellations incur a minimum charge of £120, or up to 50% of the total clean cost — whichever is higher. If 50% of the clean exceeds £120, the higher amount will be charged. In some cases where the job value is low, the full booking amount may apply.

If cleaners arrive and cannot gain entry or are refused access, 100% of the full booking value will be charged. Please refer to Section 3.4 for our full policy on on-site refusal and late cancellations.