Our Terms & Conditions

Website Terms & Conditions of Service

Last Updated: 25th October 2023

Welcome to Behind The Sofa - Cleaning Services LTD. These Terms and Conditions govern your use of our services and website. By engaging our services, you (hereinafter referred to as "The Client") agree to be bound by these terms concerning the cleaning services provided by Behind The Sofa - Cleaning Services LTD (hereinafter referred to as "The Company" or "we").

Clause 1: Booking & Quotations

All quotations are provided based on the information supplied by The Client. Any changes to the property size, condition, or specific requirements after the quote has been issued may result in an adjustment to the final price. Bookings are confirmed upon receipt of a signed agreement or an explicit email confirmation from The Client, which includes acceptance of these terms. We reserve the right to decline any booking at our discretion.

Clause 2: Payment Terms

Payment for all services is due upon completion of the service, unless otherwise agreed in writing for commercial contracts requiring invoicing. We accept bank transfers and card payments. For larger or recurring services, a deposit may be required, which will be specified in your personalised quotation. Failure to make payment on time may result in late payment fees or a pause in recurring services.

Clause 3: Cancellation Policy & Rescheduling

We understand that plans can change. Should The Client need to cancel or reschedule a confirmed booking, we require a minimum of 48 hours notice prior to the scheduled service time. Cancellations made with less than 48 hours notice may incur a cancellation fee equivalent to 50% of the service cost. Missed appointments without any prior notice will be subject to a 100% cancellation fee.

Clause 4: Client Obligations

To ensure our team can perform their duties effectively and safely, The Client agrees to:

• Provide access to the property at the scheduled time.
• Ensure a safe working environment, free from hazards.
• Provide access to necessary utilities, including hot and cold running water and electricity.
• Remove any personal valuables or sensitive documents prior to the cleaning service, or clearly indicate items not to be touched.
• Inform The Company of any pets or potential hazards within the property.

Clause 5: Service Scope & Liability

Our cleaning services are performed to a high professional standard. The scope of work will be outlined in your booking confirmation. We carry public liability insurance for accidental damage. While our team exercises the utmost care, in the unlikely event of damage or breakage, this must be reported to The Company within 24 hours of the service completion with supporting photographic evidence. We limit our liability to the repair or replacement cost of the damaged item up to the value of £100, provided it is reported within the specified timeframe and directly attributable to our staff's negligence.

We are not responsible for damage due to faulty installation, lack of maintenance, or items that are not properly secured (e.g., pictures not hung securely, furniture not stable).

Clause 6: Complaints & Our Satisfaction Guarantee

Your satisfaction is paramount. If The Client is not entirely satisfied with any aspect of our service, we request that you notify us within 24 hours of the service completion. We will endeavour to address your concerns and, where necessary, arrange a re-clean of the disputed area at no additional charge. This guarantee is valid only if the complaints are raised within the 24-hour window.

Clause 7: Governing Law

These Terms and Conditions, and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales. Both parties irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions or their subject matter or formation.