Terms & Booking Policy

Quotes and booking

Quotes are based on the information provided by the customer, including the size and condition of the property, the number of bathrooms, the service requested and any additional requirements.

A booking is confirmed when Stonebank Cleaning Co. and the customer have agreed the service, price and appointment or recurring schedule. A request for a quote through the website is an enquiry and does not by itself create a booking.

Advertised prices are starting prices unless stated otherwise. They assume a reasonably maintained property and a normal level of access.

Scope of the service

The work included in a booking is the package, service or individual scope agreed with the customer. Additional tasks can be added by agreement, subject to available time and any additional charge.

We may decline or stop work that cannot reasonably be carried out safely, legally, hygienically or without an unreasonable risk of damage. This includes specialist hazardous cleaning, unsafe access, or work outside the agreed service.

First visits and work that is heavier than described

A first visit can take longer than an ongoing maintenance clean. We do not apply an automatic first-clean surcharge.

If the property or work required is materially different from what was described when the quote was given, we will discuss this before doing significant additional work. We may agree to prioritise the original scope, extend the appointment, or agree a revised scope and price.

We will not simply add a significant extra charge after the work without discussing the change with the customer.

Recurring cleaning

Weekly, fortnightly, monthly or other recurring arrangements continue until either the customer or Stonebank Cleaning Co. asks to change or end them. There is no long minimum-term commitment unless one has specifically been agreed in writing.

Recurring appointments may occasionally need to move because of bank holidays, illness, weather affecting an external service, or other reasonable operational circumstances. We will give as much notice as reasonably possible.

Access, keys and alarms

The customer is responsible for making sure we can reasonably access the property at the agreed time and for providing any necessary access information in advance.

If we are asked to hold a key, a separate Key-Holding Agreement may apply. Keys will not be labelled with the full property address.

If we cannot gain access through no fault of our own and the appointment time cannot reasonably be recovered, the booking may be treated in the same way as a late cancellation.

Preparing for the clean

Customers do not need to clean before we arrive. However, reasonable access to the areas and surfaces included in the service should be provided.

Excessive clutter, blocked surfaces or inaccessible areas may limit what can be completed during the appointment. Customers should tell us in advance about delicate items, unusual surfaces, existing damage or anything requiring specialist care.

Pets, children and other people in the home

We are happy to work in homes with pets. Please tell us about pets before the appointment and make suitable arrangements where an animal may be distressed by cleaning equipment, likely to escape, or create a safety issue.

Stonebank Cleaning Co. provides a cleaning service and does not provide childcare, supervision, pet-sitting or personal care. A responsible adult should remain responsible for children, vulnerable people and animals in the property.

Payment

Unless agreed otherwise, payment is due on completion of the service by bank transfer or another payment method agreed in advance.

The agreed price will be confirmed before the booking. Any significant additional work and additional cost will be discussed before that work is carried out wherever reasonably possible.

Invoices or receipts can be provided for customer records.

Rescheduling and ordinary cancellations

We understand that plans change. Where possible, please provide at least 48 hours notice if you need to cancel or move an appointment.

With more than 48 hours notice, there will normally be no cancellation or rescheduling charge.

Where less than 48 hours notice is provided and the reserved appointment cannot reasonably be filled, Stonebank Cleaning Co. may make a reasonable charge reflecting the actual loss caused by the cancellation. Any charge will be proportionate and will take account of whether the time could be filled or the loss otherwise reduced.

We will consider genuine emergencies reasonably. This cancellation policy does not replace or reduce any statutory cancellation rights that apply to a distance or off-premises contract.

Statutory cancellation rights for distance or off-premises bookings

Where the law gives you a cooling-off right because the contract was made at a distance (for example by telephone, email or online) or away from our business premises, you will normally have 14 days from the contract being made to cancel without giving a reason.

If you want the service to start during that 14-day period, we will ask you to make an express request for early performance on a durable medium, such as email. If you then cancel after work has started but before the service has been fully completed, you may need to pay a proportionate amount for the service already supplied, where the legal requirements have been met.

If the service is fully performed during the cancellation period, the statutory cancellation right can end once the service has been fully performed if you expressly requested early performance and acknowledged that the right would be lost on full completion.

Where a statutory right to cancel applies, the required pre-contract information and a cancellation form will be provided in a format you can keep.

If Stonebank Cleaning Co. needs to cancel or rearrange

Very occasionally, illness, emergencies, unsafe conditions, severe weather affecting an external service, or circumstances outside our reasonable control may make an appointment impossible or inappropriate.

If this happens, we will contact you as soon as reasonably possible and offer to rearrange the service. You will not be charged for work that Stonebank Cleaning Co. cancels and does not provide.

Damage and breakages

We take reasonable care while working in your home. If an accident, breakage or damage occurs, please tell us as soon as reasonably possible so that we can investigate it fairly.

Where Stonebank Cleaning Co. is responsible, we will work with the customer towards an appropriate remedy. Nothing in these terms excludes or limits liability where the law does not allow that liability to be excluded or limited.

Existing damage, wear and delicate items

Stonebank Cleaning Co. is not responsible for damage that existed before the service began or deterioration caused by defective, unstable, heavily worn, poorly installed or unsuitable surfaces or items, except to the extent that the law says otherwise.

Where an item or surface appears unusually vulnerable, we may choose not to clean it or may ask the customer to approve an appropriate method before work continues.

Results and limitations of cleaning

We aim to achieve a high standard of cleaning, but some staining, permanent discolouration, deterioration, limescale, mould, burnt-on deposits, scratching or other existing damage may not be completely removable through normal cleaning.

We will not promise a result that cannot reasonably be achieved without risking damage. Where a result is likely to be limited, we will explain this where reasonably possible.

External and weather-dependent services

Window and selected exterior services may need to be moved if weather, access or site conditions make the work unsuitable or unsafe. We will contact the customer and rearrange where reasonably possible.

Stonebank Cleaning Co. may decline any external task where safe access or a suitable working method is not available.

Concerns and complaints

If you believe something has been missed or you are unhappy with an aspect of the service, please contact us as soon as reasonably possible. Early contact gives us the best opportunity to understand the issue and, where appropriate, put it right.

Where reasonably possible, we may ask for photographs or an opportunity to inspect the issue. Any remedy will depend on the circumstances and does not affect your statutory rights.

Changes to recurring prices or these terms

A confirmed one-off booking will not have its agreed price increased without discussion where the scope has not changed.

For recurring services, prices or terms may occasionally need to change. We will give reasonable advance notice. If you do not want to accept the change, you may end the recurring arrangement without a long notice period, subject only to any appointment already booked.

Ending a recurring service

Either the customer or Stonebank Cleaning Co. may end a recurring arrangement by giving reasonable notice. Any appointment already confirmed remains subject to the cancellation terms above.

We may end or refuse a service immediately where there are serious safety concerns, abusive or threatening behaviour, deliberate non-payment, illegal activity affecting the service, or another serious reason that makes it unreasonable to continue.

Privacy and photographs

We use customer information only as reasonably necessary to provide services, communicate about bookings, take payment, keep appropriate business records and meet legal obligations. Our separate Privacy Policy explains this in more detail.

Any photographs taken for marketing or social media will only be used with separate customer permission. Operational photographs may be taken where reasonably necessary to record condition, damage or a customer concern and will be handled in line with our privacy practices.

Your legal rights and governing law

Nothing in these terms affects rights that consumers have under applicable UK consumer law.

These terms are governed by the law of England and Wales. If any individual term is found to be invalid or unenforceable, the remaining terms continue to apply to the extent permitted by law.

Contact

Questions, cancellations, rescheduling requests or concerns can be sent to enquiries@stonebankcleaning.com or made by telephone on 07947 892 884.

We would always rather you contact us early if there is a problem so that we have the best chance of finding a practical solution.