1. Definitions

For clarity throughout these Terms:

• “Company”, “We”, “Us”, “Our” → Refers to UrbanShine Cleaners.

   

• “Client”, “You”, “Your” → Refers to the customer booking our services.

   

• “Service(s)” → Any cleaning work we provide, whether residential or commercial.
• “Cleaner(s)” → Employees, contractors, or subcontractors performing the cleaning.

   

• “Booking Confirmation” → The email/SMS sent by us outlining agreed service details, pricing, and conditions.

   

2. Service Overview

We provide a wide range of cleaning services, including:

• Domestic Cleaning – Regular, one-off, or deep cleans for homes.

   

• Office & Commercial Cleaning – Daily or scheduled cleaning for businesses.

   

• End-of-Tenancy Cleaning – Move-in/move-out professional cleans.

   

• After-Builders Cleaning – Post-renovation or construction cleanup.

   

• Additional Services – Oven, window, mattress, and other specific cleaning solutions.

   

Important Notes:

• We reserve the right to decline services if the property is unsafe or unfit for cleaning.

   

• Some services may require access to water, electricity, and adequate ventilation.

   

• Certain heavy-duty or hazardous cleaning requests may fall outside our service scope.

   

3. Booking & Contract Formation

When booking a service, please note:

• A contract is created once a Booking Confirmation is sent by us.

   

• Bookings can be made via:

   

  • Our website

     

  • Email

     

  • Phone call with our booking team

     

• Clients are responsible for providing:

   

  • Accurate property details (address, size, service requirements)

     

  • Any parking/access restrictions

     

  • Contact information (valid phone number & email)

     

• Bookings remain subject to availability — we may offer alternative time slots if your preferred slot is unavailable.

   

• By confirming a booking, you accept these Terms & Conditions in full.

   

4. Access to Property

To ensure smooth service delivery:

• The Client must:

   

  • Provide safe and reasonable access to the property.

     

  • Ensure cleaners can enter at the scheduled time (keys, security codes, permits).

     

  • Inform us if there are pets, alarms, or special access instructions.

     

• If keys are provided:

   

  • They must open all relevant locks without difficulty.

     

  • We are not responsible for faulty locks or keys.

     

• Failure of access may result in:

   

  • Full service fee is being charged.

     

  • Re-scheduling fees if a cleaner is dispatched but cannot gain entry.

     

• Parking, congestion charges, or tolls must be covered by the Client unless otherwise agreed.

Additional Conditions:

• Cleaners may arrive up to 30 minutes earlier or later than the scheduled time due to traffic or unforeseen circumstances.

   

• If our cleaners reach your location and attempt to contact you, but you are not reachable or do not answer within 15 minutes, they will leave, and the service fee will remain non-refundable.

5. Client Responsibilities

Clients agree to:

• Provide a safe environment for cleaners.

   

• Remove valuables and fragile items prior to service or give written notice of their presence.

   

• Ensure running water, electricity, heating, and proper lighting are available.

   

• Secure pets in a safe area to avoid disruption or safety risks.

   

• Notify us in advance of:

   

  • Health hazards (e.g., asbestos, mould, infestations).

     

  • Areas requiring special handling.

     

• Inform us of pre-existing damage before cleaning starts.

   

6. UrbanShine’s Responsibilities

We agree to:

• Deliver services with reasonable skill, professionalism, and care.

   

• Supply fully trained, vetted, and insured cleaners.

   

• Use suitable cleaning products and professional equipment.

   

• Follow all health and safety regulations.

   

• Rectify mistakes where reasonable — including re-cleaning reported issues (if notified within 24 hours).

   

7. Pricing & Payment

Our payment and pricing terms include:

• Quoted Price – Based on property condition, service type, and information provided at booking.

   

• Additional Charges may apply if:

   

  • The property is in significantly worse condition than described.

     

  • Additional time or tasks are required.

     

  • Parking, congestion, or toll fees are incurred.

     

• Payment Terms:

   

  • Payment needs to be made once you receive the invoice.

     

  • Accepted payment methods: Debit/Credit Card, Bank Transfer, and Online Payment Gateways.

     

• Invoices & Receipts:

   

  • A digital receipt will be issued upon payment.

8. Cancellations, Refunds & Service Credits

• Refund Policy: We do not issue cash refunds.

   

• Service Credits:

   

  • Equivalent to the value of the cancelled booking.

     

  • Valid for 30 days from the date of cancellation.

     

  • Non-transferable and cannot be exchanged for cash.

     

• Cancellation by Client:

   

  • 48+ hours’ notice → Full credits issued.

     

  • Less than 48 hours’ notice → 50% of service value retained.

     

  • Same-day cancellations / no access → Full fee charged.

     

• Cancellation by Us:

   

  • If we cancel due to unforeseen reasons, we will:

     

    • Offer rescheduling at a convenient time, OR

       

    • Issue full credits valid for 30 days.

9. Rescheduling Policy

• Reschedule requests must be made at least 24 hours in advance.

   

• Requests within 24 hours may incur a rescheduling fee.

   

• Re-scheduled services remain subject to availability.

10. Quality of Service & Complaints

• If dissatisfied, you must notify us within 24 hours of service completion.

   

• Where reasonable, we may:

   

  • Offer a free rectification of the issue.

     

  • Provide partial credits.

     

• Permanent stains, deep damage, or issues beyond cleaning are not guaranteed.

   

• Complaints must be submitted in writing (email). We will respond within 7 working days.

   

11. Liability & Insurance

• We carry public liability insurance for damages caused directly by our staff.

   

• We are not liable for:

   

  • Pre-existing damage, wear, or defective materials.

     

  • Indirect or consequential loss (e.g., missed work, lost profits).

     

  • Items not properly secured (loose shelves, fragile décor, faulty fixtures).

     

• Claims must be raised in writing within 24 hours of service completion.

12. Intellectual Property

• All content on urbanshinecleaners.co.uk (logos, text, images, designs, and graphics) is our property.

   

• You may not reproduce, distribute, or republish any content without our written consent.

13. Data Retention & Privacy

• We collect and retain personal data strictly for:

   

  • Service delivery

     

  • Payment processing

     

  • Legal and accounting obligations

     

• Data retention follows GDPR standards.

   

• For detailed policies, refer to our Privacy Policy.

   

14. Consent to Advertising

• By booking services, you consent to:

   

  • Receiving promotional emails, SMS, or phone calls.

     

  • Newsletters, offers, or service updates.

     

• You may opt out at any time via unsubscribe links or by contacting us directly.

15. Transparency & Fair Use

• Pricing and service details are published as accurately as possible.

   

• We reserve the right to correct any errors (e.g., misprints or pricing mistakes).

   

• Clients agree to:

   

  • Use our services fairly and lawfully.

     

  • Do not misuse cleaners or request unsafe tasks.

     

  • Avoid fraudulent bookings.

     

• Breaches may result in termination of services and legal action.

16. Health & Safety Limitations

• Cleaners will not:

   

  • Move items heavier than 20kg.

     

  • Work at unsafe heights or areas without proper equipment.

     

  • Handle biohazards, hazardous chemicals, or infestations.

     

• Clients must disclose any hazardous conditions before booking.

17. Force Majeure

We are not liable for delays, cancellations, or incomplete services due to events beyond our control, including but not limited to:

• Extreme weather

   

• Strikes or labour disputes

   

• Power outages or utility disruptions

   

• Accidents, illness, or emergencies

   

• Natural disasters

   

18. Termination of Agreement

We reserve the right to terminate services if:

• The Client fails to pay on time.

   

• The property presents unsafe conditions.

   

• The Client repeatedly breaches these Terms.

   

19. Governing Law & Jurisdiction

• These Terms are governed by the laws of England & Wales.

   

• Any disputes will be resolved in the courts of England & Wales.

20. Questions or Concerns

• If you have any questions, feedback, or concerns regarding the content on our website, please reach out to us at info@urbanshinecleaners.co.uk. We aim to review and respond to all queries within a reasonable timeframe.
• By continuing to browse, access, or use the UrbanShine Cleaners website and services, you confirm that you have read, understood, and agreed to these Terms & Conditions in full.

We truly appreciate your trust in us and thank you for choosing UrbanShine Cleaners.