Terms and Conditions

Effective from 10.02.2022
These Terms and Conditions govern the use of cleaning services provided by Pistine London Clean ltd. By booking any of our services, you confirm that you have read, understood, and agree to the terms below.

1. Scope of Services

We provide the following services:

Domestic Cleaning – routine, deep, and one-off home cleans

Commercial Cleaning – offices, retail, and workspace maintenance

End of Tenancy Cleaning – full property cleaning before or after tenancy change

Airbnb Cleaning – fast-turnaround cleaning and staging for short-let properties

Each service may be tailored to client-specific needs. The scope of work will be confirmed during booking.

2. Bookings & Access

All appointments must be confirmed in writing (email, booking form, or message).

It is the client's responsibility to provide accurate information about the property size, condition, and access instructions.

We require unobstructed access to the property at the agreed time.

If parking is necessary, the client must provide a permit or cover the cost of any parking charges.

If access is not possible upon arrival (e.g., keys not available, no one present), the visit may be rescheduled at our discretion.
 
4. Payment Terms

An invoice will be issued upon completion of the service.

Payment is due within 24 hours of invoice delivery.

Accepted payment method: bank transfer (details will be provided).

Late payments may incur reminders or a service hold on future bookings.

Regular commercial clients may request monthly invoicing terms with prior agreement.

5. Cancellation & Rescheduling

Missed Appointment / No-Show Policy

To ensure fairness and effective scheduling for all clients, Pristine London clean Ltd has the following policy regarding missed appointments:

No-Show Policy:

If a client fails to be present or provide access to the property within 30 minutes of the agreed-upon appointment time, this will be considered a No-Show.

In the event of a No-Show, 50% of the agreed service fee will be charged.

This charge covers lost time, travel expenses, and the inability to rebook the time slot at short notice.

Cancellations made with less than 24 hours' notice, especially for longer bookings, may limit your ability to book future services.

If our team is turned away on arrival due to incorrect information or access issues, we reserve the right to reschedule or refuse future bookings.

6. Quality Assurance & Complaints

Our goal is to deliver the highest standard of cleaning at all times.

If you are unsatisfied with any part of the service, you must contact us within 24 hours.

We will arrange a return visit or corrective action at our discretion.

Complaints raised after 24 hours may not be accepted due to natural build-up of dust or new use of the space.

7. Right to Refuse Unsafe or Unreasonable Work

We reserve the right to decline or discontinue service if the environment is considered unsafe, unsanitary, or presents health risks (e.g., biohazards, pest infestations, hoarding).

Any abusive, threatening, or inappropriate behavior toward our staff will result in immediate termination of the service and refusal of future bookings.

8. Property Condition & Limitations

While we aim to remove all dirt and marks, some stains (e.g., heavy limescale, rust, burned-in grease, or permanent damage) may not be fully cleanable.

We will always inform you if we believe certain areas may require more time or specialist treatment.

9. Use of Photos

For quality control and marketing purposes, we may take before and after photos of the areas we clean.

No identifying features (such as personal items or address information) will ever be included.

Photos will never be published without your verbal or written consent.

10. Client Responsibility

Please remove or secure any fragile, valuable, or sentimental items before the cleaning starts.

Pistine London Clean accepts no responsibility for accidental damage to items not disclosed or clearly marked as fragile.

Clients must ensure all alarms are disabled or that cleaners are provided with instructions if systems are active.

3. End of Tenancy Specifics

The property must be fully vacated and free from personal items, unless agreed otherwise.

Our EOT cleaning follows a detailed checklist based on letting agent standards.

Congestion Charge: If the property is located within the London Congestion Charge Zone during operational hours, this fee will be added to your invoice.

While we do not currently request a deposit, we reserve the right to amend this for large or short-notice bookings in future.


Airbnb-Specific Access & Key Handling:

For Airbnb or short-let properties, clients must provide accurate access instructions, including codes, lockbox locations, or key collection points. If keys must be collected from a different location, additional charges may apply based on travel time or waiting.

Clients must provide a sufficient supply of linens and consumables unless agreed otherwise. If requested, Pistine London Clean may supply these at an additional cost, subject to availability.

If we are unable to access the property within 30 minutes due to missing keys, incorrect instructions, or security issues, the booking will be considered a No-Show and subject to a 50% charge.

Repeat access issues may result in refusal of future bookings unless key handover processes are improved.

11. Insurance & Liability

Pistine London Clean is fully insured with public liability insurance for accidental damage or injury caused during service.

Claims must be submitted in writing within 48 hours of the incident.

We are not liable for:

Pre-existing damage or wear and tear

Poorly secured fittings, furniture, or surfaces

Loss of items not directly handled by our staff

12. Governing Law

These terms are governed by the laws of England and Wales. Any disputes arising from our services will be handled under the jurisdiction of the UK courts.

If you have any questions about these Terms and Conditions, please contact us directly. We're committed to delivering professional, trustworthy, and high-quality cleaning services throughout London.