Terms & Conditions

1. About these terms

These Terms & Conditions apply when you request, book or receive cleaning services from THE PURE CLEANING COMPANY LTD, trading as The Pure Cleaning Company. Please read them before confirming a booking. Nothing in these terms affects your statutory rights as a consumer.

2. Quotations and bookings

Quotations are based on the information available to us at the time, including the property size, condition, service requested and any information or photographs you provide. A quotation does not create a binding booking until we confirm acceptance. If the property or work required differs materially from the information supplied, we may discuss a revised price or scope with you before carrying out additional work.

3. Access to the property

You are responsible for ensuring that we can access the property at the agreed time and that any necessary keys, entry codes, parking arrangements or building permissions are available. If we cannot gain access, additional costs may arise and the appointment may need to be rearranged.

4. Preparing for your clean

Please tell us before the appointment about anything that may affect the service, including particularly delicate surfaces or items, specialist materials, restricted areas, hazards, pets, building works or unusual access requirements. Where appropriate, personal valuables and fragile items should be safely stored before cleaning begins.

5. Scope of service

We will provide the cleaning service agreed with you using reasonable care and skill. The precise results achievable depend on factors such as the age, condition and material of surfaces, previous damage, staining, wear and the condition of the property. Cleaning does not include repair, restoration or treatment of permanent damage unless expressly agreed in writing.

6. Specialist or delicate surfaces

Some materials require specialist products or methods. Please identify any known specialist, antique, high-value or unusually delicate surfaces and items before work begins. We may decline to clean an item or area where we reasonably consider that doing so could cause damage or requires specialist treatment outside the agreed service.

7. Prices and payment

The price and payment arrangements will be those confirmed with your booking. Additional work requested by you, additional time required because the information originally supplied was materially incomplete, parking or congestion-related costs where agreed, or other agreed expenses may be charged separately. Payment must be made using the method and within the period stated on the quotation or invoice.

8. Changes and cancellations

If you need to change or cancel an appointment, please contact us as early as reasonably possible. Any cancellation or rescheduling charge will only apply where it was communicated to you as part of the booking arrangements and is fair in the circumstances. We may need to change an appointment because of illness, access problems, emergencies or circumstances outside our reasonable control. If that happens, we will contact you and arrange a reasonable alternative.

9. Problems with a service

If you believe something has been missed or a service has not been carried out with reasonable care and skill, please contact us promptly and provide enough information for us to investigate. Where appropriate, we may arrange to inspect the issue or return to address cleaning work that has not been performed as agreed.

10. Damage and liability

We take reasonable care while working in your property. If you believe we have caused damage, please notify us promptly and provide reasonable details and evidence so that we can investigate. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

We are not responsible for pre-existing damage, ordinary wear and tear, inherent defects, damage resulting from inaccurate or incomplete information supplied to us, or loss that could not reasonably have been foreseen when the service was agreed, except where the law provides otherwise.

11. Your responsibilities

You must provide accurate information relevant to the booking and take reasonable steps to provide a safe working environment. You should tell us about known hazards and ensure that children, pets and other occupants are appropriately supervised where necessary while cleaning is taking place.

12. End of tenancy and after-builders cleaning

Where you book an end of tenancy or after-builders clean, the agreed service covers cleaning rather than repair, redecoration, waste removal or remediation unless specifically included in your quotation. We cannot guarantee the return of a tenancy deposit because deposit decisions may depend on matters outside the cleaning service and are made by landlords, agents or deposit schemes.

13. Website information

We take reasonable care to keep information on our website accurate and current, but photographs and descriptions are illustrative and individual properties differ. Website content does not replace the specific quotation or booking details agreed with you.

14. Personal information

We handle personal information in accordance with our Privacy Policy. Information about cookies and similar technologies is provided in our Cookie Policy.

15. Events outside our control

We are not responsible for delay or failure caused by circumstances outside our reasonable control. Where such circumstances materially affect a booked service, we will take reasonable steps to contact you and minimise disruption.

16. Changes to these terms

We may update these Terms & Conditions from time to time. The terms applicable to a particular booking will be those provided or made available to you in connection with that booking, subject to any later changes agreed between us.

17. Governing law

These terms are governed by the laws of England and Wales. If you are a consumer, you retain any mandatory rights you have concerning where legal proceedings may be brought.

18. Contact us

For questions about a booking or these terms, contact THE PURE CLEANING COMPANY LTD at thepurecleaningcompany@gmail.com or 020 3488 8648.