Client guide & terms

Working days & hours

• Monday to Friday: 8:30am to 6pm
• Saturday: 10am to 5pm
• Sunday: Closed

We usually work within these hours, but we’re happy to try to fit around you where we can (it depends on timing and travel). Just ask if you need a different time.

Public & bank holidays

• The Luxe Cleaning Co is closed on all UK public and bank holidays.
• Appointments falling on a public or bank holiday may need to be rearranged. If one falls on your regular cleaning day, we’ll contact you to arrange an alternative date.
• Special holiday bookings may occasionally be considered in advance, subject to availability and an additional charge.

Your cleaning appointment

A few things that help your clean run smoothly:

• Please let us know about any alarms, gates or parking restrictions.
• Please tell us about all pets before your appointment.
• Please make sure the property is reasonably accessible so cleaning can be carried out safely and efficiently.
• Personal and valuable items should be put away where possible.
• Let us know about any areas that need particular attention.
• Cleaning time may be affected if the property needs excessive tidying, washing up, laundry, moving large quantities of belongings, or tasks outside the agreed service.

Pets

We absolutely love animals, but we know some become nervous around new people. For everyone’s safety, you must tell us about any pets living at the address. Please secure pets if they:

• become distressed around new people;
• show any signs of aggression;
• interfere with cleaning equipment;
• create a safety risk; or
• prevent certain areas from being cleaned.

Safety

The safety of our cleaners, clients and others in the property is extremely important. We reserve the right to stop or refuse work where conditions are considered unsafe. This includes, but is not limited to:

• dangerous electrical equipment or unsafe structural conditions;
• aggressive animals;
• needles, hazardous or biohazardous substances;
• significant infestations;
• excessive mould presenting a significant health risk;
• unsafe levels of clutter; or
• any situation presenting a serious risk of injury.

Where specialist treatment or equipment is required, we may recommend an appropriate specialist service.

Terms & conditions

1. Bookings

• All bookings are subject to availability and must be made in advance.
• Any changes to the initially agreed service should be requested before your appointment where possible.
• Prices may change if the condition of the property is significantly different from what was described.
• We must be told if there will be any pets in the property during your appointment.

2. Payments

• Payment is due on the day of the cleaning service, unless otherwise agreed in writing.
• We accept payment by cash or bank transfer.
• Late payments may incur additional charges.

3. Cancellations & rescheduling

• We require a minimum of 24 hours’ notice for cancellations or rescheduling.
• Cancellations made with less than 24 hours’ notice may be charged up to 50% of the booked service fee.
• We reserve the right to cancel appointments due to unforeseen circumstances such as severe weather, illness or emergencies. We will offer an alternative appointment where possible.

4. Access to the property

• Customers must provide safe and reasonable access to the property at the agreed appointment time.
• If keys or access codes are provided, they will be kept confidential and used solely for carrying out the booked service.
• If we arrive and cannot gain access, the visit may be treated as a late cancellation and charged accordingly. We will always wait for 10 minutes before leaving.

5. Condition of the property

• Please ensure the property is safe for our staff to work in.
• Excessive clutter, hazardous waste, pest infestations or unsafe conditions may result in the service being refused or additional charges applied.

6. End of tenancy cleans

• End of tenancy cleans are completed to a high professional standard based on the agreed specification.

7. Holiday let & Airbnb cleans

• Please provide accurate check-in and check-out times.
• Any additional services requested outside the agreed booking may incur additional charges.

8. Commercial cleaning

• Commercial clients are responsible for ensuring access to the premises and for informing us of any site-specific health and safety requirements.
• Regular cleaning schedules may be reviewed and amended by mutual agreement.

9. Damage & liability

• We take every reasonable care while cleaning your property.
• Any damage believed to have been caused by us must be reported within 24 hours.
• We are not responsible for wear and tear, faulty fixtures or fittings, or pre-existing damage.

10. Satisfaction guarantee

• If you are dissatisfied with any aspect of our service, please tell us within 24 hours. We will assess the issue and, where appropriate, arrange to return and rectify the affected area at no additional cost.

Questions?

Call 07747 272468 or email theluxecleaningceo@gmail.com.