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. Payment Terms

1. Payment is due within 24 hours of job completion unless stated otherwise.
   
2. If payment remains incomplete after 24 hours, we reserve the right to automatically charge the card or method on file.
3. By booking a service with Soluxe Cleaning Services, the client authorises us to automatically charge the payment method on file once the job is completed, including any approved additional charges, re-cleans, or adjustments to the booking. This includes situations where payment has not been made within the stated timeframe or where a re-clean has been completed.
4. 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.
   
5. Failure to settle payment may result in suspension of future bookings.
   

4. 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.

5. 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.

6. Complaints Policy & Re-cleans

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.
     

7. 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, the full call-out charge applies.