Booking Policy

1. Booking Policy

All bookings are confirmed only once payment has been received and a slot has been reserved on our calendar. You are responsible for providing accurate details about the property size, condition and access. If details differ significantly on the day, we may need to adjust the price or reschedule.

2. Payment Policy

Full payment is required before the appointment. We do not start any clean without cleared payment. Payment is taken securely at checkout via card. Bookings without payment are automatically released.

3. Cancellation Policy

• Cancellations made more than 24 hours before the appointment: full refund, processed automatically.
• Cancellations made less than 24 hours before the appointment: non-refundable, as our cleaners and slot are already committed.
• No-shows or refusal of access on the day are treated as late cancellations and are non-refundable.

4. Rescheduling Policy

You may reschedule free of charge if you give us at least 24 hours' notice. Rescheduling requests inside 24 hours are treated as a late cancellation and a new booking will be required. Message us on WhatsApp as early as possible so we can offer you the next available slot.

5. Refund Policy

Refunds for eligible cancellations are issued to the original payment method and typically appear within 5–10 working days. We do not issue refunds after a clean has been completed, unless a valid claim is made under our Satisfaction Guarantee.

6. Access Policy

You must ensure our team can access the property at the booked time via keys, a lockbox code, a letting agent, or by being present. If we cannot access the property within 30 minutes of the booked start time, the appointment is treated as a no-show and is non-refundable.

7. Property Condition Policy

Our quotes assume a standard end of tenancy condition (empty or near-empty, no excessive dirt, mould or damage). If the property is in a significantly worse condition than described at booking, additional charges may apply, or we may be unable to complete the job on the day.

8. Additional Charges Policy

• Heavy grease, limescale, mould or biological soiling beyond standard end of tenancy condition.
• Rubbish removal, leftover furniture or belongings not disclosed at booking.
• Extra rooms, outbuildings, garages or areas not included in the original quote.
• Any additional charges will be quoted and agreed in writing (WhatsApp or email) before we proceed.

9. End of Tenancy Cleaning Policy

End of tenancy cleans are priced and scheduled for empty properties with all utilities (electricity and hot water) working. If the property is still occupied, furnished, or utilities are off, we may need to reschedule or requote. Our end of tenancy service is designed to meet standard letting-agent inventory checks.

10. Deep Cleaning Policy

Deep cleans are intensive and time-boxed. Some heavily neglected areas may require multiple sessions or specialist treatments (e.g. mould treatment) which are not included by default. We will always tell you before starting if we believe extra work is required.

11. Satisfaction Guarantee / Re-clean Policy

If your letting agent or landlord flags cleaning issues within 48 hours of our end of tenancy clean, we will return to re-clean the flagged areas at no cost. The guarantee does not cover pre-existing damage, wear and tear, areas that were inaccessible on the day, or issues caused by the property being re-occupied or used after we left.

12. Damage & Breakage Policy

We treat your property with care and are fully insured with public liability cover. Please report any suspected damage within 24 hours of the clean, with photos, so we can investigate. We are not responsible for pre-existing damage, items that were already unstable or broken, or wear and tear from normal cleaning of fragile surfaces.

13. Pets Policy

We are happy to clean homes with pets, but for the safety of both animals and our cleaners, pets must be secured in a separate room, crate, or off-site during the clean. Please let us know at booking if pets will be present so we can plan accordingly.

14. Parking Policy

You are responsible for arranging reasonable parking as close to the property as possible. If paid parking is required, the cost will be added to your final invoice. If no parking is available and our team is delayed or turned away, this may be treated as a late cancellation.

15. Health & Safety Policy

Our cleaners must have a safe working environment. This includes working electricity, safe flooring, and no exposed hazards (broken glass, needles, biohazards, structural damage). If our team judges the site unsafe on arrival, we reserve the right to leave; this is treated as a late cancellation.

16. Pest & Infestation Policy

We do not clean properties with active infestations (including but not limited to bedbugs, fleas, cockroaches, rodents or mould-related pests). If an infestation is discovered on arrival, the clean will be cancelled and treated as a late cancellation. Please arrange professional pest control before rebooking.

17. Privacy Policy

We only collect the personal information we need to deliver your booking (name, address, contact details, payment reference). We do not sell your data. For full details please see our Privacy Policy.

18. Terms & Conditions

These policies form part of our Terms & Conditions and apply to every booking made with EverClean Haven Cleaning. By completing a booking you confirm that you have read, understood and agreed to them.