Terms and conditions

1. Services provided

• We provide residential, commercial and specialised cleaning services as agreed in writing or by invoice. The services, how often and when are set out in your booking confirmation.

2. Bookings and scheduling

• Appointments must be booked in advance.
• We may need to reschedule or cancel because of unforeseen circumstances. We will give you notice where we can.
• You must give us access to the property at the booked time. If we cannot get in, the visit may be charged as a late cancellation.

3. Cancellations and rescheduling

• Please give at least 24 hours' notice to cancel or reschedule.
• Cancellations or changes with less than 24 hours' notice are charged at 100% of the booked price.

4. Pricing and payment

• All services are charged at the price agreed when you book, or as set out in your service agreement.
• Hourly cleans are charged for the time booked. If the job needs more time, we will ask you before carrying on.
• Payment is due when the clean is finished, and no later than the same day, unless agreed otherwise.
• We accept payment by bank transfer only.
• Late payments are charged interest daily.

5. Satisfaction

• If you are not happy with your clean, tell us within 12 hours of it finishing, with photos if you can. We will make reasonable efforts to put it right, usually by returning to re-clean the areas concerned.

6. Access and safety

• You agree to give us safe and reasonable access to the property, with working lighting, water and electricity.
• We may refuse to carry out a clean if we believe there is a health or safety risk to our staff.
• Pets must be kept secure during the clean.

7. Keys and access codes

• If you give us keys, fobs or access codes, we keep them securely and only use them for your bookings.
• Keys are returned when you ask, or when our service ends.

8. Damage and liability

• We are insured and take care to avoid damage. If damage happens as a direct result of our work, you must tell us within 12 hours.
• We are not liable for damage that was already there, items that are not securely fixed or installed, or loss or damage caused by hidden defects or unstable surfaces.
• Please put away cash, jewellery and fragile or valuable items before we arrive.
• Some marks, stains and wear cannot be removed. We will always tell you if we think something will not come out.

9. Supplies and equipment

• We bring our own cleaning products and equipment unless agreed otherwise.
• If you ask us to use your products or tools, we are not responsible for any damage or poor results they cause.

10. Laundry

• Items are washed following their care labels where they have one. Please tell us about delicate items or anything that needs special care.
• We are not responsible for items left in pockets, colours that run, or items that are already worn or damaged.
• Heavily soiled items may be charged extra. We will tell you before we go ahead.
• Tell us about missing or damaged items within 24 hours of delivery.

11. Complaints

• If something has gone wrong, message us on WhatsApp, call 07507 142429 or email [email protected]. We will reply and aim to sort it out as quickly as we can.

12. Your personal information

• We use your details to arrange and carry out your bookings. Our privacy policy explains how we look after them.

13. Changes to these terms

• We may update these terms from time to time. The terms in place when you book will apply to that booking.

14. Law

• These terms are governed by the law of England and Wales. Nothing in them affects your statutory rights as a consumer.

Maid of Honour Limited, company number 14304042. Registered office: C/O 7m Accountancy, 9 Brandon Avenue, Heald Green, Cheadle, SK8 3SG.