Legal
Terms of service
These terms apply when you book a clean with Fine Touch Cleaning Ltd. They are written to be read. Nothing in them affects your statutory rights as a consumer.
1. About us
These terms apply to cleaning services provided by Fine Touch Cleaning Ltd, based in Andover, Hampshire. Contact: hello@finetouchcleaning.co.uk, 07700 900 482.
2. Quotes and prices
- We quote from the details you give us: type of clean, size of home and extras. Your quote is valid for [30] days.
- If the home is materially different from the description (for example more rooms, or much heavier soiling), we will tell you before we start and agree any change with you. We never add charges after the clean without your agreement.
- Extras are priced separately and agreed before we start.
- Prices include [VAT / no VAT, as applicable].
3. Booking and access
- A booking is confirmed when we send you a confirmation by email or text.
- Please make sure we can get in at the agreed time, with water, electricity and working lighting.
- If we cannot get in, or have to stop because the property is unsafe, we may charge up to [50%] of the booking.
- We bring our own equipment and products. If you would like us to use yours, tell us when you book.
4. Keys
Keys are tagged by code, never by address, kept locked when not on a job, and signed in and out. If we lose a key you gave us, we will pay for a replacement key and, where reasonably needed, a lock change.
5. Changing or cancelling
- You can change or cancel a booking free of charge with at least [48 hours]' notice.
- With less notice we may charge up to [50%] of the booking, because we will have turned other work away.
- Regular cleans can be stopped at any time with [one week's] notice. There is no minimum term.
- If we need to cancel, we will tell you as early as we can and offer the next available slot or a full refund of anything paid.
6. Our re-clean promise
If something on our checklist was missed, tell us within 72 hours of the clean, ideally with a photo, and we will come back and put it right free of charge. For end-of-tenancy cleans this includes items your letting agent raises within that window, as long as they are on our checklist and the property has not been used since. Re-cleans cover the missed items only. We cannot guarantee the return of a tenancy deposit, since that decision rests with your landlord or agent.
7. What we do not do
- Outside windows above ground level, or any work needing ladders over [2 metres]
- Moving heavy furniture or appliances
- Biohazards, mould remediation, or clearing pest infestations
- Removal of permanent stains or damage that cleaning cannot fix. We will tell you if something will not come out.
8. Damage and insurance
We are fully insured, with public liability cover of [£X million]. If something is damaged during a clean, please tell us within 48 hours. We will look into it promptly and, where we are responsible, repair or replace it or pay the reasonable cost. We are not responsible for damage caused by existing faults or wear, or by items that were not secure.
9. Payment
- Payment is due on the day of the clean by card or bank transfer. Regular customers are invoiced monthly, payable within [14] days.
- We do not ask cleaners to collect cash.
10. Our team
Our cleaners are employed and trained by us and DBS-checked before their first job. Please do not offer them work privately while they are working for us.
11. Complaints
If you are not happy, contact us first and we will do our best to put it right quickly. You may also use your rights under the Consumer Rights Act 2015.
12. Law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.