Terms & Conditions
By accepting a quote and making a booking either over the phone, e-mail or website’s contact forms, the customer agrees to be bound to the following terms & conditions of GleamGurus Ltd. We are registered in England and Wales under company number 15475513.
Definitions
1.1 In these Terms and Conditions, the following definitions apply:
- “The Company,” “We,” “Us” – refers to GleamGurus Ltd.
- “Cleaner” – refers to the person or team providing cleaning services on behalf of The Company.
- “Customer” – refers to the individual, firm, or corporate entity using The Company’s services.
- “Service” – refers to any cleaning or related services provided by The Company, including but not limited to carpet, upholstery, hard floor, domestic, commercial, and end-of-tenancy cleaning.
- “Cleaning Visit” – refers to a visit to the Customer’s address to perform the Service.
1.2 Unless stated otherwise, singular references include the plural and vice versa.
1.3 Headings are provided for convenience and do not affect the interpretation of these Terms and Conditions.
Contract
2.1 These Terms and Conditions constitute a legally binding contract between GleamGurus Ltd. and the Customer.
2.2 By booking a Service through any communication method (e.g., phone, email, website forms), the Customer confirms their acceptance of these Terms and Conditions.
2.3 Any deviations or variations to these Terms and Conditions must be agreed upon in writing and signed by an authorized representative of The Company. Without such agreement, no deviation shall be valid.
2.4 The Company reserves the right to revise these Terms and Conditions at any time, with updates applied to new contracts or bookings. Existing agreements remain governed by the Terms in place at the time of booking.
Quotations and Pricing
3.1 All quotations provided are based on the information supplied by the Customer at the time of inquiry, including property size, room count, and condition. Quotes are valid for 30 days unless stated otherwise.
3.2 The Company reserves the right to adjust pricing if the scope of work changes or additional tasks are requested after the initial quotation.
3.3 Quotations are inclusive of VAT unless stated otherwise. Prices are subject to review annually and may change due to inflation, wage increases, or unforeseen costs. Notice of such changes will be provided.
3.4 The quotation includes only the services specified and agreed upon during booking. Any additional services must be requested separately and are not assumed to be part of the job.
3.5 If discrepancies arise between quoted and actual work due to incorrect or incomplete information provided by the Customer, The Company will notify the Customer and discuss the revised costs before proceeding.
Payment
4.1 Full payment is due before or immediately upon completion of the Service unless otherwise agreed in writing.
4.2 Accepted payment methods include:
- Bank transfer
- Credit/debit card
- Cash
4.3 The Customer agrees to ensure funds are available for payments. Failure to do so may result in interest charges at a rate of 8% per annum above the Bank of England base rate.
4.4 Any unpaid balances exceeding 14 days will result in collection actions, and additional fees may be applied for recovery efforts, including legal and administrative costs.
4.5 Consistent late payment may lead to mandatory prepayment for future bookings.
Cancellation and Rescheduling
5.1 The Customer may cancel or reschedule a booking with a minimum of 48 hours’ written notice. Failure to provide sufficient notice will incur a cancellation fee equivalent to 30% of the Service cost.
5.2 If the Cleaner is unable to access the property due to issues such as faulty keys, denied entry, or the Customer’s absence, the full Service fee will be charged.
5.3 In the event The Company needs to cancel a booking due to unforeseen circumstances, an alternative date will be arranged, or a full refund will be issued.
5.4 End-of-tenancy cleaning services require a £50 booking fee to secure the booking. This booking fee is non-refundable if the Customer cancels with less than 48 hours’ notice.
Equipment and Materials
6.1 The Company provides all standard cleaning equipment and materials unless otherwise specified. If specialist equipment is required, this must be pre-arranged.
6.2 Customers requesting the use of their equipment or materials must ensure they are safe, functional, simple to use, and appropriate for the task. The Company is not liable for issues arising from Customer-supplied resources.
6.3 The Customer must provide access to electricity, running water, and adequate lighting at the property for the Cleaner to perform the Service effectively.
6.4 For specialist services such as stain removal, infection control, repairs, or restorations, the Customer acknowledges that results may vary depending on the type and condition of the stain, material, control, or surface. No guarantee can be made for complete removal or restoration.
6.5 The Customer must inform The Company of any known allergies or sensitivities to cleaning products prior to the Cleaning Visit. The Company will not be liable for allergic reactions if this information has not been disclosed.
Liability
7.1 The Company is not liable for:
- Pre-existing damage to property, such as stains, burns, or defects that cannot be rectified by professional cleaning.
- Damage caused by faulty or improperly installed items or surfaces assumed to be sealed and ready for cleaning (e.g., natural stone).
- Damage or loss caused by Customer-supplied equipment or materials.
- Any claim for loss, damage, or expenses worth less than £100.
7.2 Customers must secure or remove valuable, fragile, or irreplaceable items before the Cleaning Visit. To address concerns about theft or loss, The Company recommends that the Customer or their representative be present during the Cleaning Visit and ensure all valuables are securely stored away. The Company will not be liable for accidental damage to such items.
7.3 Claims for damages or dissatisfaction with the Service must be reported within 24 hours of the Cleaning Visit. The Customer must allow The Company access to the property within 24 hours to inspect and rectify the issue. The Company will not entertain claims made beyond this period.
7.4 The Company’s public liability insurance covers damages up to £3,000,000, subject to a £100 excess payable by the Customer for valid claims.
7.5 The stripping of previously applied sealers or coatings may result in adverse reactions or slight damage to surfaces. The Company cannot be held liable for these outcomes, as the reactions depend on unknown previous applications. For example, the removal of sealers applied to man-made or natural stone surfaces may cause unexpected effects due to the materials used.
Complaints and Claims
8.1 Any dissatisfaction or complaints regarding the Service must be submitted in writing to contact@gleamgurus.uk within 24 hours of the Cleaning Visit, including photographic evidence and a detailed description of the issue.
8.2 The Company reserves the right to inspect and re-clean disputed areas before considering refunds or adjustments. Failure to allow re-cleaning will void the Customer’s right to compensation.
8.3 Refunds or discounts are only issued if the Company fails to rectify the complaint within a reasonable timeframe, defined as 14 days from the date of reporting.
Termination
9.1 Either party may terminate ongoing services with 30 days’ written notice. If termination occurs during a fixed-term contract, the Customer must pay any remaining balance for the agreed period.
9.2 Failure to provide the required notice will result in a cancellation fee equivalent to one month’s Service cost.
Supplementary Terms
10.1 The Company reserves the right to refuse tasks that compromise health and safety or fall outside the agreed scope of work.
10.2 The Customer understands that quotes are based on average completion times and that one-off cleaning jobs may take longer than regular maintenance cleans due to accumulated dirt or additional tasks.
10.3 Post-construction or severely neglected properties may require additional time and costs. Specialist cleaning services, such as after-builders cleaning, can be arranged upon request.
10.5 Additional charges apply for key collection or return outside the Customer’s postcode, at a rate of £10 per journey.
10.6 The Company reserves the right to revise quoted prices if the Customer’s requirements or property conditions differ significantly from the initial description provided.
10.7 The Customer agrees not to solicit or employ any Cleaner introduced by The Company directly. Breaching this condition incurs a referral fee of £500.
10.8 The Company can provide stain repellents for specified surfaces. However, the Customer acknowledges that the longevity of these repellents depends on usage levels and conditions. These products offer temporary protection, creating a window of opportunity to clean spills but are not permanent solutions.
10.9 The Company can move light furniture where necessary. “Light” is defined as items that can be safely moved by a single able-bodied person without the use of equipment. The Customer agrees that heavier items must remain in place – unless agreed in writing.
Our Guarantee
11.1 The Company guarantees high-quality cleaning services. If the Customer is dissatisfied, they must notify The Company within 24 hours. Re-cleaning will be provided free of charge for the reported issue, provided that the Customer has not attempted to rectify the issue themselves, the condition has not changed due to their own use, and no other business has been hired to address the problem before The Company is allowed to inspect and resolve it.
11.2 The Guarantee applies only to areas specifically covered in the agreed scope of work and excludes new issues arising after the Cleaning Visit.
Governing Law
12.1 These Terms and Conditions are governed by the laws of England and Wales. Any disputes will be resolved in the courts of England and Wales.
12.2 These Terms comply with the Consumer Rights Act 2015 and are written in clear, accessible language.
For inquiries or clarifications, contact Gleam Gurus Cleaning Services Ltd. at contact@gleamgurus.uk or visit www.gleamgurus.uk.