Terms & Conditions
Freshlayer Cleaning LTD — Cleaning Services Terms & Conditions
By booking a service with Freshlayer Cleaning LTD, you agree to the following terms.
1. Bookings and Scope of Work
All services are based on the information provided by the customer at the time of booking. Quotes and estimated cleaning durations are given according to the size, condition, and type of clean requested. Any task or area not included in the original booking will not be covered unless agreed separately and may be subject to additional charges. If the property is in a worse condition than described, heavily cluttered, or requires more time than expected, Freshlayer Cleaning LTD reserves the right to revise the duration, price, or scope of work accordingly.
2. Cancellation and Rescheduling
- Cancellations with less than 24 hours notice: 20% cancellation fee applies
- Cancellations on the same day as the scheduled clean: 50% cancellation fee applies
Freshlayer Cleaning LTD reserves the right to charge applicable fees using the card held on file.
3. Payment Terms
A valid card may be required to secure your booking. Payment information is handled securely through Stripe. Freshlayer Cleaning LTD does not store or share full card details. A pre-authorisation hold may be placed up to 24 hours before your clean. The card will only be charged after the service is completed.
4. Re-Clean Policy
We do not offer refunds for completed services. If you are dissatisfied with any part of the clean, you must contact us within 24 hours of the service with clear photo evidence. Re-cleans are offered only for the specific areas covered by the original booking scope. The area must not have been used or re-cleaned since our visit.
5. Customer Responsibilities
Customers are responsible for providing accurate property information, ensuring safe access, securing pets, and safely storing valuables, fragile items and important documents. Water and electricity must be available where needed.
6. Late Access
If access is delayed by more than 1 hour, working time begins from when access is provided. Additional charges may apply if extra time is required as a result of delayed access.
7. Additional Time and Charges
Cleaning durations are estimates. If a clean requires more time than expected, the customer will be informed. Additional charges will apply if extra time is agreed. If declined, the service stops at the end of the originally booked time.
8. Health and Safety
Freshlayer Cleaning LTD reserves the right to refuse or stop a service if unsafe or hazardous conditions are present, including hazardous waste, pest infestations, severe mould, or unsafe structures. Charges may still apply if work is stopped.
9. Photos and Media
Freshlayer Cleaning LTD may take before and after photos for quality control and promotional purposes. We make reasonable efforts to avoid capturing personal items. Customers who do not wish for photos to be used for marketing must inform us in writing before the service begins.
10. Parking and Access Costs
Parking fees, permits, or congestion charges required to complete the service may be added to the final invoice unless agreed otherwise in advance.
11. Respect Toward Staff
Abusive, threatening or inappropriate behaviour toward any member of our team will not be tolerated. We reserve the right to stop a service immediately in such cases. Charges may still apply.
12. Complaints
All complaints must be raised within 24 hours of the service with clear photo evidence. Complaints relating to work outside the original booking scope, raised after the time limit, or without evidence may not be accepted.
13. Agreement
By confirming a booking with Freshlayer Cleaning LTD, you confirm you have read and agreed to these terms.
Contact: info@freshlayercleaning.company | 0113 532 8130 | freshlayercleaning.company