Terms & Conditions

1. About us

Pristine Home Services is a professional cleaning company operating across London, Surrey, Kent, Essex, Hertfordshire, and Middlesex. These terms and conditions govern the relationship between Pristine Home Services ('we', 'us', 'our') and the customer ('you', 'your') in relation to all cleaning services we provide.

2. Bookings and quotes

All quotes provided are estimates based on the information you supply. Final pricing may vary if the actual condition of the property differs significantly from what was described at the time of booking.

A booking is confirmed once you have received written confirmation from us. We reserve the right to decline any booking at our discretion.

For end-of-tenancy and deep-clean services, we recommend a pre-clean inspection where possible to ensure an accurate quote.

3. Cancellations and rescheduling

We require at least 48 hours' notice to cancel or reschedule a booking without charge. Cancellations made with less than 48 hours' notice may incur a cancellation fee of up to 50% of the agreed service price.

Cancellations made on the day of the clean, or where our team is unable to access the property at the agreed time, may be charged at the full rate.

We reserve the right to reschedule a booking in exceptional circumstances (e.g. staff illness, severe weather). We will provide as much notice as possible and offer an alternative date at no extra cost.

4. Access to the property

You are responsible for ensuring our team has safe and unobstructed access to the property at the agreed time. This includes providing keys, alarm codes, or any other access information in advance.

If our team cannot gain access to the property at the agreed time and no prior notice has been given, the full booking fee may be charged.

5. Our service guarantee

We take great pride in the quality of our work. If you are not satisfied with any aspect of the clean, please notify us within 24 hours of the service being completed. We will return to rectify any issues at no additional charge.

Our guarantee does not apply where dissatisfaction arises from pre-existing damage, staining that cannot be removed by professional cleaning, or areas that were not accessible at the time of the clean.

6. Damage and liability

We carry full public liability insurance. In the unlikely event that our team causes damage to your property, please notify us in writing within 48 hours of the service.

We will not be held liable for damage to items that are inherently fragile, improperly secured, or where pre-existing damage was not disclosed prior to the clean.

Our liability is limited to the cost of the service provided. We are not liable for any indirect or consequential losses.

7. Payment

Payment is due on completion of the service unless otherwise agreed in writing. We accept bank transfer and major debit and credit cards.

For larger or recurring contracts, invoicing terms may be agreed separately. Late payment may incur an administrative charge.

All prices quoted include VAT where applicable.

8. Health and safety

Our team uses professional-grade, environmentally responsible cleaning products. Please inform us in advance of any allergies, sensitivities, or specific product requirements.

We reserve the right to refuse or cease a clean if the property presents a health or safety risk to our staff (e.g. infestation, hazardous materials, or unsafe conditions).

9. Privacy

We collect and process your personal data in accordance with our Privacy Policy and applicable UK data protection legislation, including the UK GDPR. Your data is used solely for the purpose of providing our services and will not be shared with third parties without your consent.

10. Changes to these terms

We reserve the right to update these terms and conditions at any time. The current version will always be available on our website. Continued use of our services following any changes constitutes acceptance of the updated terms.

11. Governing law

These terms and conditions are governed by the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.