Terms & Conditions

1. About us and these terms

These terms apply to services provided by Katie's Sparkle & Shine Cleaning, operated by Katie Easter (formerly Katie Davey), a sole trader. Contact us at info@sparkleshinecleaning.uk or 07359 383124.

They apply to domestic cleaning, deep cleaning, end-of-tenancy cleaning, Airbnb/holiday-let changeovers, laundry and linen hire, unless we agree different written terms for a particular booking. Nothing in these terms limits rights that cannot lawfully be excluded.

2. Quotations and bookings

Prices are quoted according to the property, the services requested and the information provided. Website prices marked “from” are indicative starting prices, not fixed quotes. A booking is confirmed when we accept it and agree the date, scope and price (and any required deposit).

Please tell us about unusual cleaning requirements, difficult access, heavy soiling or other relevant conditions before the appointment. If the work differs materially from what was described, we will discuss any change to scope or price before undertaking additional work.

3. Deposits and payment

• Regular domestic cleaning: payment is requested after the work has been completed.
• Deep cleaning and end-of-tenancy cleaning: we normally require a £50 deposit to secure the booking, with the remaining balance payable no later than 24 hours before the scheduled clean. The actual deposit and payment details will be confirmed when booking.
• Airbnb changeovers, laundry and linen hire: payment is by invoice, due within seven calendar days of the invoice date, unless otherwise agreed in writing.

If an agreed advance payment has not been received, we may contact you to rearrange or postpone the appointment, subject to your statutory rights and any applicable agreement.

4. Cancellations and rescheduling

Please let us know as early as possible if you need to cancel or rearrange a booking.

For deep cleaning and end-of-tenancy bookings, we normally ask for at least 72 hours' notice. Where a customer cancels with less than 72 hours' notice, we may retain some or all of the deposit only to the extent reasonable to cover actual losses or costs caused by the cancellation, taking account of costs saved and any ability to rebook the time. A deposit is not automatically forfeited.

Where cancellation is made with at least 72 hours' notice, the deposit will normally be refunded, subject to any lawful charges clearly agreed in advance and the customer's statutory rights. Other cancellations and rearrangements are considered individually.

Distance and off-premises bookings

Consumers who book remotely or away from our business premises may have a legal right to cancel within 14 days of entering a service contract, subject to applicable exceptions. If you ask us to start work during that period, we may ask for your express request and explain any proportionate charge payable if you then cancel. If a service has been fully performed during the cancellation period, loss of the cancellation right depends on the legal conditions being met. These statutory rights take priority over our 72-hour notice policy where they apply.

5. Property access and missed appointments

Customers must arrange safe and practical access to the property at the agreed time, including accurate keys, codes and instructions. You do not need to remain at the property during the clean.

If our team cannot gain access for reasons within the customer's control, we will try to resolve the problem. If the visit cannot proceed, we may charge a reasonable amount reflecting wasted travel, staff time or other actual losses. Each situation is assessed individually; we do not apply an automatic fixed penalty.

6. Cleaning standards and concerns

Where possible, we encourage customers to inspect the work when it is completed so we can address concerns immediately. If you are not present, please contact us as soon as reasonably possible if anything is not right.

We will work with you to resolve reasonable concerns promptly, including arranging remedial cleaning where appropriate. If that is not practical or does not resolve the issue, we will discuss a fair partial refund or other appropriate remedy. This does not restrict any statutory right to a repeat performance, price reduction or other remedy.

7. Laundry and linen hire

Where linen is hired, the agreed quote or booking confirmation will specify what is included, the number and type of sets, and any collection, delivery or laundering arrangements.

Normal wear and tear is expected. If hired linen is missing, permanently damaged or unusable beyond ordinary wear, we will assess the circumstances individually before discussing any reasonable replacement charge. Any charge will take account of the item's age, condition and the actual loss, rather than applying an automatic new-for-old fee.

Please tell us promptly about missing items, unusual staining or damage. For customer-owned laundry, please identify delicate or special-care items in advance; we will take reasonable care in handling them.

8. Safety and working conditions

Please make us aware of hazards, unsafe access, aggressive animals, or other conditions that could affect our team's safety. We may pause or decline work that cannot be carried out safely, and will discuss next steps with you.

9. Damage and liability

We take reasonable care when working in your property and handling your belongings. Please report any suspected damage promptly so we can investigate fairly. We are responsible where the law makes us responsible, but not for pre-existing damage or issues we did not cause.

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or consumers' statutory rights.

10. Privacy and contact

We use customer information to handle enquiries and deliver our services. Please read our Privacy Policy for details. If you have questions about these terms, contact info@sparkleshinecleaning.uk.

11. Changes to these terms

We may update these terms for future bookings. The version provided or made available when your booking is confirmed will normally apply unless a change is agreed or required by law.