Terms and Conditions
By booking our cleaning services, you acknowledge and agree to our Terms & Conditions. It is important that you read and understand these terms before scheduling your cleaning appointment, as they outline our policies on services, payments, cancellations, and liability.
1. Walkthrough Policy
A mandatory walkthrough must be conducted before each new booking. This ensures we understand your needs and expectations and can deliver the highest quality service. No cleans will be carried out without a walkthrough.
2. Post-Clean Check-In
All customers are encouraged to review the property immediately after the clean. Any concerns must be raised at the time of the check-in so that we can resolve them promptly. We are committed to customer satisfaction and will act accordingly to rectify any reasonable issues reported within the appropriate timeframe.
3. Cancellations
· You may cancel or reschedule your appointment free of charge with at least 48 hours' notice.
· Cancellations made less than 24 hours before the scheduled appointment will be charged 50% of the agreed cleaning fee.
· This is because a cleaner is assigned and scheduled as soon as the booking is confirmed.
4. Refund Policy
We do not offer refunds as part of our company policy. However, we are happy to investigate any issues and offer solutions such as a re-clean or service credit.
· Any complaints must be reported within 24 hours of your appointment to be eligible for review.
· After this time, we are unable to guarantee corrective measures.
5. Payment
Accepted payment methods:
· Online payment through our website
· Cash on the day
· Bank transfer (to be completed on the day of the clean)
Please note:
· A deposit is required for all bookings.
· Late payments will incur a £10 late fee per instance.
6. Holidays & Cleaner Availability
In the event that your regular cleaner is on leave, Home Scent will arrange for a qualified replacement. We will ensure your scheduled time slot is maintained as closely as possible.
7. Parking
It is the client’s responsibility to provide or arrange parking for our cleaners. All parking fees must be covered by the client. If no suitable parking is provided, your appointment may be delayed or cancelled
8. Liability
· We are fully insured and take great care in your home. However, we are not liable for pre-existing damage or items not disclosed during the walkthrough.
· Valuable or fragile items should be safely stored or disclosed in advance.
9. Access to Property
It is the client’s responsibility to ensure the cleaner has access to the property at the agreed time. Missed appointments due to lack of access may be charged at full price.