Welcome to Crownnest Cleaning. These Terms & Conditions govern your use of our website (www.crownnestcleaning.co.uk) and the purchase of any of our residential cleaning services. By booking a service with us via our website, telephone, email, WhatsApp, or any other booking channel, you confirm that you have read, understood, and agreed to these terms.
 

1. About Us

Crownnest Cleaning is a London-based residential cleaning service provider offering regular home cleaning, deep cleaning, end of tenancy cleaning, apartment cleaning, and add-on cleaning services.

• Email: info@crownnestcleaning.co.uk

• WhatsApp / Phone: 07733060280

• Website: www.crownnestcleaning.co.uk

2. Booking & Confirmation
 

• 2.1 Confirmation: A booking is considered confirmed only after you receive a formal confirmation email or message from us, and any required deposit or payment has been successfully processed.

• 2.2 Packages: All services are provided strictly based on the specific cleaning package and details selected during the booking process.

3. Pricing & Payments
 

• 3.1 Pricing: All prices displayed on our website or quoted to you are in Pounds Sterling (£) and include applicable taxes where required.

• 3.2 Accepted Payment Methods: We accept payments via Debit/Credit Cards, Online Payments through Wix Payments or Stripe, and Bank Transfer (when agreed upon in advance).

• 3.3 Payment Due Date: For one-off cleaning services, payment is due prior to or immediately following the completion of the service, depending on the agreed booking arrangement.

4. Cancellation & Rescheduling Policy

We understand plans can change. However, we enforce the following cancellation terms to manage our staff scheduling:

• More than 24 Hours’ Notice: Cancellations or rescheduling requests made at least 24 hours prior to the scheduled appointment will incur no charge or penalty.

• Less than 24 Hours’ Notice: Cancellations or rescheduling requests made within 24 hours of the scheduled appointment time may be charged up to 50% of the total booking value.

• Same-Day Cancellation / No Access: If our cleaning team arrives at the property and is unable to gain entry, or if a booking is cancelled upon arrival, up to 100% of the booking fee may be charged.

5. Property Access & Customer Responsibilities

To enable us to deliver our high-standard cleaning service, customers must ensure:

• Access: Cleaners have safe, timely, and unimpeded access to the property at the agreed appointment time. Delays caused by lack of access may result in reduced cleaning time without price adjustment.

• Preparation: Excessive clutter is cleared prior to our team’s arrival.

• Valuables & Delicate Items: Cash, jewellery, important legal documents, and high-value items are safely secured. Please inform our team of any fragile or delicate fixtures prior to starting work.

• Pets: Household pets are safely secured where necessary.

6. Health & Safety Protocol

Our staff’s safety is paramount. Crownnest Cleaning reserves the right to refuse or halt service if a property presents health or safety risks. Our cleaners will not perform tasks involving:

• Biohazardous waste or pest infestations.

• Mould remediation or handling hazardous chemicals.

• Lifting excessively heavy furniture or objects.

• Working at unsafe heights.

7. Satisfaction Guarantee & Complaints
 

• 7.1 24-Hour Notice: If you are unsatisfied with any part of our service, you must notify us in writing within 24 hours of service completion, providing photos of the affected areas where possible.

• 7.2 Free Re-Clean: We will arrange a complimentary re-clean of the flagged areas provided the issue falls within the scope of your original booking. Refunds are considered only when a re-clean cannot be reasonably arranged.

• 7.3 Formal Complaints Procedure: Official complaints must be emailed to info@crownnestcleaning.co.uk within 48 hours of the service date, including your booking reference, address, issue description, and photographs. We aim to respond within 2 business days.

8. Limitation of Liability

Crownnest Cleaning is committed to delivering quality results, but our liability is limited as follows:

• We are not liable for pre-existing damage, wear and tear, deterioration of surfaces, or damage caused by faulty fixtures, fittings, or appliances.

• For End of Tenancy Cleaning, while our service is designed to meet strict checkout standards, we do not guarantee the release of your tenancy deposit, as final decisions rest with landlords, letting agents, or inventory clerks.

• Proven damage directly caused by our staff is limited in liability to the total value of the cleaning service provided, except where required by UK law.

9. Media & Photography

With customer consent, our cleaners may take before-and-after photos for quality assurance and marketing purposes. No personal, location, or identifying information will ever be shared alongside these images.

10. Governing Law

These Terms & Conditions are governed by and construed in accordance with the laws of England and Wales. Any legal disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.