Terms and Conditions

Booking a clean

To book, contact us for a quote by phone, email or the enquiry form on this website. We will send you a quote based on the information you give us. A contract is formed when we confirm your booking in writing (by email or message). If the property turns out to be significantly different from what you described - for example much larger, or in a much worse condition - we may need to adjust the price or time, and we will discuss this with you before carrying on.

Prices and payment

Prices are as set out in your quote and booking confirmation. Optional extras (for example inside-oven, fridge or freezer cleaning) are chargeable in addition and are only carried out if you ask for them. Payment method and timing are set out in your quote and confirmation. We may charge for a visit we cannot carry out because we were not given safe access (see “Access to your property”).

Access to your property

You are responsible for giving our cleaner safe and timely access to the property, along with working utilities (water, electricity, heating and lighting as needed). Where you give us keys, key-safe codes, alarm codes or entry instructions, we handle them as described in our Privacy Policy. If our cleaner cannot get in, or cannot work safely, we may treat the visit as a short-notice cancellation and charge accordingly.

Changes and cancellations

If you need to change or cancel

Please give us at least 48 hours’ notice to change or cancel a visit, and we will reschedule free of charge. For changes or cancellations with less than 48 hours’ notice, or if we cannot access the property on the day, we may charge up to the full price of the booked visit to cover the cleaner’s time.

If we need to change or cancel

We will give you as much notice as we can and offer you an alternative date. If we cancel a visit you have already paid for and cannot rearrange it, we will refund that visit.

Your legal right to cancel (cooling-off)

If you are a consumer and you booked without meeting us in person, you normally have 14 days from the day we confirm your booking to cancel the contract for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To cancel, just tell us by email or phone. If you asked us to start the cleaning within that 14-day period and we do so, you must pay for the work carried out up to the point you cancel.

Our cleaning standards and your guarantee

We will carry out the cleaning with reasonable care and skill, working to the checklist for the service you booked. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

Satisfaction guarantee. If you are not happy with the clean, tell us within 48 hours and we will return and put right anything we missed, free of charge.

End of tenancy. For end-of-tenancy cleans, if your letting agent’s checkout report flags something within the scope of the clean, let us know as soon as you can and we will return to re-clean the flagged areas free of charge, provided the property has not been re-occupied or cleaned by anyone else in the meantime.

Things to be aware of

Some results depend on the age and condition of the property and its fittings. We cannot guarantee to remove every stain, mark, scale build-up or odour, or to reverse wear, damage or discolouration that was already there. For safety and insurance reasons our cleaners do not use ladders, move heavy furniture or appliances, or handle hazardous waste, biohazards or pest infestations. If a job needs specialist treatment we will tell you.

Insurance, damage and liability

We hold public liability insurance of £2,000,000. If you think our cleaner has caused damage or loss, please tell us within 48 hours of the visit with details and, where possible, photographs, so we can investigate while the facts are fresh.

We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud, and for any breach of the terms implied by the Consumer Rights Act 2015.

Subject to the paragraph above, if we fail to carry out the service with reasonable care and skill, our responsibility is to put it right (by re-cleaning) or, where that is not possible, to refund the price of the affected visit, and to cover reasonably foreseeable loss or damage caused by our negligence or breach of contract. We are not responsible for loss or damage that was not foreseeable, or for business losses if you are not a consumer.

Complaints

If something goes wrong, please contact us first on 0117 244 9931 or at hello@cleanconnection.co.uk so we can try to resolve it. If you are a consumer and we cannot settle a dispute between us, you may be able to use an alternative dispute resolution scheme or the courts.

Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, illness of staff at short notice, utility failures at the property, or loss of access. We will contact you to rearrange as soon as we can.

Using this website

You may use this website for your own personal, non-commercial use and to find out about and enquire about our services. You must not misuse it, attempt to gain unauthorised access, or introduce malicious code. The content, branding and images on the site belong to Clean Connection or our licensors and may not be copied without permission.

We try to keep the site accurate and available, but we do not guarantee it will be uninterrupted or error-free, and details such as availability are subject to confirmation when you book. The site may link to other websites we do not control; we are not responsible for their content.

General

We may transfer our rights and obligations under these terms to another organisation, and will tell you if we do; this will not affect your rights. If a court finds part of these terms unlawful, the rest will continue to apply. If we do not enforce a term straight away, we can still do so later.

We may change these terms from time to time; the current version is always on this page. Changes will not affect a booking you have already made. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, though if you live elsewhere in the UK you can bring proceedings in your own part of the UK.

Contact us

• Email: hello@cleanconnection.co.uk
• Phone: 0117 244 9931
• Post: Clean Connection Ltd, Henleaze House Business Centre, 13 Harbury Road, Henleaze, Bristol, BS9 4PN