These terms apply when you book cleaning services from Oakmere Cleaning. Please read them before booking.
1. Booking and quotes
- Submitting the booking form is a request, not a confirmed booking. A contract only exists once we confirm your booking in writing.
- Prices shown on our pricing page are guide prices. The final price depends on the size and condition of the property and is confirmed before we start.
- If the property turns out to need substantially more work than described, we will tell you and agree a revised price before continuing.
2. Access
- You are responsible for giving us access to the property at the agreed time.
- If we cannot get in and cannot reach you, we may charge a call-out fee to cover the wasted visit.
- Where you provide keys or entry codes, we keep them securely and use them only for the agreed cleans.
- Please make sure there is running water and electricity available.
3. Cancellations and changes
- You can cancel or reschedule free of charge with at least 24 hours' notice.
- With less than 24 hours' notice we may charge up to 50% of the booking value, because the slot can rarely be filled at short notice.
- If we need to cancel, we will give you as much notice as we can and offer the earliest alternative slot. You will not be charged.
- For regular cleans, either side can end the arrangement with one week's notice.
4. Payment
- Payment is due on completion unless we have agreed otherwise in writing.
- For regular commercial contracts we invoice monthly, payable within 14 days.
5. Our responsibilities
- We will carry out the work with reasonable care and skill, as required by the Consumer Rights Act 2015.
- We will turn up at the agreed time, or tell you promptly if we are delayed.
- Our staff are vetted, and we carry public liability insurance.
6. If something goes wrong
If you are not happy with the standard of a clean, tell us within 24 hours and we will come back and put it right at no charge. If we cannot, you are entitled to a price reduction or a refund under the Consumer Rights Act 2015.
If we damage something through our negligence, report it within 24 hours so we can inspect it and deal with it through our insurance where appropriate.
7. Limits on our liability
- We are not liable for pre-existing damage, wear and tear, or for items that were already faulty.
- Please put away cash, jewellery and irreplaceable items before we arrive. We cannot accept responsibility for valuables left in the open.
- Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded. Your statutory rights as a consumer are not affected.
8. Your right to cancel (distance contracts)
Because you book online without meeting us, you normally have 14 days to change your mind under the Consumer Contracts Regulations 2013. If you ask us to start work within that period and we finish it, you lose the right to cancel. If work has started but is not finished, you pay for what has been done.
9. Complaints
Raise any complaint with us first, using the details on our contact page. We aim to acknowledge within two working days and resolve within 14 days.
10. Governing law
These terms are governed by the law of England and Wales, and disputes fall to the courts of England and Wales.
11. Changes
We may update these terms. The version that applies to your booking is the one published when we confirmed it.