Terms & Conditions

1. Acceptance of Terms

By booking our services, you agree to be bound by these Terms and Conditions. These apply to all agreements for the provision of cleaning services by 5 Stars Cleaning Co. and override any other terms unless agreed in writing.

2. Services Offered

We provide a range of cleaning services, including but not limited to:

End of tenancy cleaning
Light & sparkle cleaning
Steam cleaning
Carpet and upholstery cleaning

Specific services will be detailed and agreed upon at the time of booking.

3. Bookings & Access

Bookings can be made via phone, email, or our website.
It is your responsibility to provide access to the property at the agreed time.
If access is not granted or delayed beyond 30 minutes without notice, we reserve the right to cancel or reschedule and apply a call-out fee.

4. Pricing & Payment

Prices will be confirmed at the time of booking and include VAT where applicable.
Additional charges may apply for extra services requested on the day.
Payment is due on completion of the service unless otherwise agreed in writing.
We accept bank transfers only.
Late payments may incur a charge of 5% per month on the outstanding balance.

5. Cancellations & Rescheduling

You may cancel or reschedule a booking up to 24 hours in advance at no charge.
Cancellations made within 24 hours of the scheduled service may incur a fee of 50% of the total booking.
In the event we need to reschedule due to unforeseen circumstances, we will offer the next available appointment.

6. Satisfaction Guarantee

If you are not satisfied with the service provided, please contact us within 24 hours of completion.
We will return to re-clean the affected area(s) at no extra cost, subject to inspection.
This guarantee does not cover areas where the condition was noted as non-cleanable or where access was restricted.

7. Liability

We are fully insured with public liability and employer’s liability cover.
We will take reasonable care when providing services, but we are not liable for:
- Pre-existing damage
- Wear and tear
- Accidental damage to fragile or unsecured items not disclosed in advance
Claims must be reported within 48 hours of the service.

8. Health & Safety

Our cleaners follow strict health and safety protocols.

We reserve the right to refuse service where working conditions are deemed unsafe or unhygienic.
You are responsible for informing us of any hazards on site.

9. Client Responsibilities

You agree to:

Provide accurate property and access details
Ensure the property has electricity and water available
Remove or secure any valuable, delicate, or personal items
Notify us of any specific instructions or areas of concern

10. Use of Personal Data

We process personal data in accordance with our Privacy Policy. This includes details necessary to deliver our services, communicate with clients, and maintain business operations in line with UK GDPR regulations.

11. Subcontracting

We may assign or subcontract certain cleaning tasks to trained and insured personnel, while remaining responsible for the overall quality of the service.

12. Force Majeure

We are not liable for delays or failures to perform our obligations due to events beyond our reasonable control, including extreme weather, public health emergencies, or transport disruptions.

13. Changes to Terms

We reserve the right to update these Terms & Conditions at any time. Updates will be posted on our website and effective from the date of publication.

14. Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising under or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact Us

If you have any questions about these Terms, please contact:
5 Stars Cleaning Co.
📧 info@5starscleaning.co
📍 103 Hermit Road, London, E16 4HR