Terms of Service

Last Updated: November 6, 2025

Welcome to Soluxe Cleaning Services (“we,” “our,” “us”). By booking, confirming, or using any of our services, you (“the Client”) acknowledge that you have read, understood, and agreed to the following Terms of Service.

These terms exist to ensure clear communication and fair expectations between both parties.

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. 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.

6. 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.

7. Damage & Breakage

  1. Cleaners handle all work carefully, but Soluxe Cleaning Services accepts no liability for accidental damage, wear & tear, or pre-existing issues.
  2. Clients are advised to secure or remove any breakable, delicate, or valuable items before cleaning begins.
  3. Any claim must be reported within 48 hours, after which Soluxe has no obligation to investigate or compensate.

8. Service Limitations

  1. Cleaning results depend on surface type, material, and pre-existing condition. Some stains, limescale, or discoloration may be permanent.
  2. Deep-cleaning, carpet, or end-of-tenancy jobs are performed to industry standard but are not guaranteed to restore the property to a brand-new condition.
  3. For Post-Build or After-Construction Cleans:
    • 3.1 Once the clean is complete, any tradespeople, workers, or occupants entering the property may affect the quality of the clean.
    • 3.2 Soluxe Cleaning Services cannot be held responsible for any dust, debris, or marks introduced after our team has finished.
    • 3.3 We strongly advise that no additional building or decorative work takes place after the post-build clean, as this will void any quality-related review or return visit.
  4. Soluxe Cleaning Services does not guarantee outcomes beyond reasonable professional effort.
  5. Clutter & Obstructed Areas:
    • 5.1 If furniture, belongings, or clutter block access to certain areas, cleaners will clean what is safely reachable only.
    • 5.2 Soluxe Cleaning Services is not responsible for reduced quality in areas that could not be accessed or cleaned due to items not being moved prior to our arrival.
    • 5.3 Soluxe Cleaning Services does not guarantee outcomes beyond reasonable professional effort.

9. Client Responsibilities

  1. Ensure running water, electricity, and lighting are available.
  2. Provide access instructions (parking, entry codes, etc.).
  3. Inform us of any hazards, broken fittings, or special materials before service.
  4. Keep pets and children safely away from the cleaning area.

10. Health & Safety

  1. Cleaners may refuse to work in unsafe, unsanitary, or hazardous conditions.
  2. Soluxe reserves the right to cancel or modify a booking if health or safety risks are identified.
  3. Clients may not request the use of unsafe chemicals or products not approved by Soluxe.
  4. Abuse, aggression, harassment, or disrespectful behaviour towards our cleaners or staff will not be tolerated under any circumstances. Soluxe Cleaning Services reserves the right to withdraw service immediately, refuse future bookings, and charge for any time already spent on-site if such behaviour occurs.

11. Data & Privacy

  1. Client details (name, address, contact info) are used solely for booking, billing, and quality purposes.
  2. Soluxe Cleaning Services may take internal photographs of areas cleaned solely for quality assurance, training, auditing, and internal documentation. These images are not shared externally unless legally required or permitted.
  3. Any photographs shared publicly (such as on our website, marketing materials, or social media) are only used when the client has given clear permission after the service. This permission is obtained from clients who are satisfied with the clean and have agreed for their images to be used for promotional purposes. No images will ever be published without explicit consent from the client.

12. Limitation of Liability

  1. Soluxe Cleaning Services, its staff, or subcontractors shall not be held responsible for:
    • 1.1 Any indirect, incidental, or consequential loss (including lost income or inconvenience).
    • 1.2 Damage caused by faulty property materials, poor maintenance, or misuse.
    • 1.3 Any event beyond our control (weather, illness, strikes, access restrictions, etc.).
  2. Use of our services is entirely at the client’s own risk.

13. Service Modifications

We may update prices, availability, or terms at any time without prior notice.
Continued use of our services implies acceptance of the latest version of these terms.

For questions, feedback, or booking assistance: email: info@soluxecleaning.co.uk or call 02078460024