These terms apply to every clean booked with Professional Cleaning London, by phone, by email or through the website form. They cover quotes, the 50% deposit, access, parking, cancelling and complaints.
In these terms, “we” means Professional Cleaning London and “you” means the person who makes the booking. Questions about any of them go to 020 3519 6414 or [email protected]. Nothing here reduces your rights as a consumer.
Prices and how a quote is fixed
Published prices are listed on the prices page. A quote is one figure for the job at your address, worked out from what you tell us on the phone or in the form, and it is fixed before a date is booked. Any location charge for your address is part of that figure and is not listed as a separate item.
The quote covers the job as you described it. If the property or the work turns out to be different when the cleaner arrives, for example an extra room, a second oven or a far heavier clean than described, the change and its price are agreed with you before any extra work starts. Hourly work is booked for an agreed number of cleaners and hours, and time is only added with your say-so.
One-off work has a minimum charge of £67. Regular cleaning is charged by the hour, and each visit is at least 3 hours. A viewing (£20) and a carpet inspection (£22) are paid visits. Office, commercial, ironing and gardening work has no published rate and is priced on a call.
Booking and the deposit
A booking is confirmed when the date, time and price have been agreed with you by phone and the deposit has been paid. The deposit is half the quoted price, taken by card or bank transfer. The balance is paid in the way agreed on that call.
Access and keys
You give the cleaner access at the agreed time, either by being at home or by arranging keys. If keys are left with a neighbour, a concierge or in a key safe, tell us when you book and say where they should go when the cleaner leaves. Tell us too about alarms, entry codes, pets and any room the cleaner should stay out of. If the cleaner cannot get into the property at the agreed time, call us so the visit can be moved to a new date.
Water, power, heating and parking
Cleaners bring their own products and equipment. You leave the water, electricity and heating on for the whole visit, since the machines and the hot water depend on them. When the cleaner has to pay to park, in a street bay or at a pay-and-display, that cost is added to your bill, to a limit of £40. A driveway or a visitor permit avoids the charge, so mention either one when you book.
Cancelling or moving a booking
Give us at least 48 hours’ notice before the start time and you can cancel with the deposit refunded, or move the booking with the deposit transferred to the new date. With less than 48 hours’ notice, £50 is kept.
When you book as a consumer by phone, email or online, you can cancel within 14 days of the day the booking is made, without giving a reason, by telling the office by phone or email. If you want the clean to happen inside those 14 days, ask us to start sooner when you book. If you then cancel, you pay only for the work done before you told us, and once the clean is finished at your request the right to cancel ends. Every clean is carried out with reasonable care and skill, as the Consumer Rights Act 2015 requires.
End of tenancy return visit
This applies to end of tenancy cleans only. Should the inventory clerk or the letting agent list a problem with something we cleaned, email or ring within 48 hours and a cleaner will go back to redo that item. It covers the work in the booking. Anything left out of the booking, such as an oven that was not added, and marks caused by wear or damage are outside it.
Breakages and damage
Before the clean, point out anything fragile, valuable or loose. If a cleaner breaks or damages something, the cleaner reports it on the day, to you or to the office if you are out. If you find damage after the visit, email us as soon as you can with what happened and where. We look into every report with you, and your rights as a consumer are not affected.
Complaints
Send a complaint by email to [email protected] with the date of the booking, the address and what went wrong. We look into it and reply in writing.
Your details
The details you give us (name, phone number, email, address and the job) are used to price, arrange and carry out the clean and to contact you about it. To ask what we hold about you, or to ask for it to be deleted, email [email protected]. For anything else about these terms, see the contact page.