Terms and Conditions

Serenity Cleaning Terms
& Conditions

Registered as Serenity Cleaning Team Ltd

Effective Date: 20/11/2024

Introduction

Welcome to Serenity Cleaning. These terms and conditions govern the use of our cleaning services and form a binding contract between Serenity Cleaning (“we,” “our,” “us”) and the client (“you,” “your,” “client”). By booking our services, you agree to be bound by these terms and conditions.

1. Services Provided

Serenity Cleaning offers both domestic and commercial cleaning services, which include regular cleaning, deep cleaning, end-of-tenancy cleaning, and other bespoke cleaning services as agreed upon at the time of booking.

2. Bookings and Cancellations

  • Booking Confirmation: All bookings are subject to availability. Once confirmed, you will receive a booking confirmation via email or SMS with the details of your scheduled service.
  • Cancellation Policy: You may cancel or reschedule your booking up to 48 hours before the scheduled service without charge. Cancellations made within 24 hours of the service will incur a 50% cancellation fee. No-shows or cancellations on the day of the service will incur a 100% cancellation fee.
  • Changes to Bookings: Changes to your booking (e.g., change of address, rescheduling) must be communicated at least 48 hours in advance. We will do our best to accommodate changes but cannot guarantee availability.

3. Access to Property

  • Access Requirements: The client is responsible for providing access to the property at the scheduled time of the service. This may include providing keys, alarm codes, or being present at the property.
  • Access Delays: If our staff cannot access the property at the agreed time, waiting time of up to 15 minutes will be granted. If access is still not provided, the service will be considered cancelled, and our cancellation fee will apply.

4. Health and Safety

  • Safety Compliance: Serenity Cleaning complies with all UK health and safety regulations to protect our staff and clients. Our cleaning staff are trained in safe practices and may decline to clean areas they consider hazardous.
  • Hazardous Materials: Clients are requested to remove any hazardous materials or substances from areas to be cleaned.

5. Payments

  • Pricing: Prices for services will be quoted at the time of booking. Prices may vary depending on the size of the property, scope of work, and any additional services requested.
  • Payment Terms: Payments are due upon completion of the service. Payment can be made by cash or bank transfer. For commercial clients with ongoing services, invoices are due within 14 days of receipt.
  • Late Payments: A late fee of 25% will be applied to any invoices not paid within the specified time frame.

6. Liability and Insurance

  • Insurance: Serenity Cleaning holds public liability insurance to cover accidental damage or injury caused by our staff. Proof of insurance is available upon request.
  • Damage: We will take all reasonable precautions to avoid damage. In the rare event of damage, you must report it within 24 hours of the service. Serenity Cleaning will assess the damage and, if liable, arrange repair or compensation.
  • Limits of Liability: We are not liable for any indirect or consequential loss, loss of profits, or damage arising from our services. Our liability is limited to the cost of the service provided.

7. Client Obligations

  • Clear Work Area: Clients should remove fragile, valuable, or obstructive items from the work area. We are not responsible for moving heavy furniture or delicate items unless agreed in advance.
  • Pets and Children: For the safety of our staff and your household, we request that pets are secured, and children are supervised during the cleaning service.
  • Working Environment: Clients must provide a safe, hygienic, and suitable working environment for our staff. This includes reasonable lighting, ventilation, and access to water and electricity.

8. Complaints and Dispute Resolution

  • Service Satisfaction: We strive to provide high-quality cleaning services. If you are unsatisfied, please inform us within 24 hours of the service, and we will work to resolve the issue.
  • Dispute Resolution: In the event of a dispute, we aim to resolve the issue amicably. If a resolution cannot be reached, disputes will be subject to UK law.

9. Privacy and Data Protection

  • Data Collection: Serenity Cleaning collects personal information solely for the purpose of providing cleaning services and managing bookings. Your data will be handled in compliance with UK GDPR regulations.
  • Confidentiality: Any client information will remain confidential and will not be disclosed to third parties without consent, except as required by law.
  • Privacy Policy: Please read full details of how we collect, use, store, and protect your personal data in our privacy policy.

10. Amendments to Terms and Conditions

Serenity Cleaning reserves the right to update or modify these terms and conditions. Any changes will be posted on our website, and clients will be notified of significant changes.

11. Governing Law

These terms and conditions are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

You must read and understand the above terms. If you need any clarification or do not wish to agree to, please discuss it with Sherelle Tomlinson – Managing Director before commencing the service.

Have questions about our Terms and Conditions?

Our team is always on hand to discuss our terms and conditions in more detail. Give us a call to talk through them in more depth.