Terms & Conditions
Last updated: 24 September 2023
Please read these Terms of Use carefully. By using our website and/or making a booking via email, phone, or online, you agree to comply with and be bound by these Terms. If you do not agree, please refrain from using our services.
1. Important Information
1.1 Prices and estimates provided by Di Shine Cleaning Ltd (or its representatives) are based on average completion times. They will be confirmed before work begins but do not represent a guarantee of service duration or outcome.
1.2 At the time of booking, you must notify us of any items requiring special handling or protection. This includes, but is not limited to: personal or irreplaceable items, custom-made furniture, wooden floors, antiques, or items requiring specialist treatment or chemicals.
1.3 All invoices are issued electronically via email as part of our green initiatives. It is the customer’s responsibility to check and open invoices.
2. Cancellations, Rescheduling, and Fees
2.1 Services may be cancelled or rescheduled without charge if done at least 48 hours before the scheduled start time.
2.2 Cancellations or rescheduling made less than 24 hours before the appointment will incur a 50% charge.
2.3 If our operatives are unable to carry out work due to hazardous conditions not disclosed in advance, a fee of 50% of the quoted price will be charged.
2.4 If access to the premises is not granted within 30 minutes of arrival, a fee of 50% of the quoted price will apply.
2.5 Incorrect booking details (such as wrong date or time) provided by the client that result in cleaners being turned away will also incur a 50% fee.
2.6 Rescheduling or cancellations within 48 hours must be confirmed in writing (email or text) to avoid disputes.
2.7 While we aim to arrive promptly, delays may occur due to transport or unforeseen circumstances. In such cases, we may need to reschedule without liability for missed appointments.
2.8 Unpaid invoices will accrue 10% monthly interest (pro rata). Email reminders will be issued, and it is the client’s responsibility to monitor email, including spam folders.
3. Pricing and Timing
3.1 All prices are exclusive of VAT, which will be applied at the prevailing rate.
3.2 If key collection from a third-party address is required, additional travel time and costs will be charged unless agreed in writing beforehand.
3.3 Quotations may be adjusted if, upon inspection, the property’s condition requires additional time or work.
3.4 Services are provided only within the contracted hours, unless otherwise agreed. Additional work requested by the client will be invoiced accordingly.
3.5 Unexpected site conditions may increase time and costs. We will contact the client before incurring additional charges.
3.6 The presence of third parties during service may reduce efficiency and increase costs.
4. Insurance and Liability
4.1 Di Shine Cleaning Ltd holds public liability insurance up to £1,000,000.
4.2 We accept no liability for:
- Cash, jewellery, art, antiques, or items of sentimental value.
- Existing damage, including old stains, burns, or wear-and-tear.
- Damage caused by faulty or broken items, or by equipment/products provided by the client.
4.3 Accidental damage must be reported within 24 hours of service. Coverage applies only if full payment has been received.
4.4 Our operatives may move light furniture but cannot handle heavy items for safety reasons.
4.5 We are not liable for delays, cancellations, or inability to perform services due to circumstances beyond our control.
4.6 Failure to disclose special items requiring extra care (see Section 1.2) will void any claim for damages.
5. Claims for Damages
5.1 In the event of accidental damage:
- We will attempt repair or replacement using approved contractors.
- If repair is not possible, we will credit the item’s current cash value toward replacement.
- Insurance claims will account for the age and condition of the damaged item.
5.2 Identical replacement of damaged items cannot be guaranteed.
6. Complaints and Service Guarantee
6.1 If you are not satisfied with our service, we will re-clean the affected area(s) free of charge.
6.2 Complaints must be submitted in writing (with supporting photographs) within 24 hours of service completion.
6.3 No refunds will be issued once the service has been performed.
6.4 Clients must allow us the opportunity to rectify any issues before engaging a third party or withholding payment.
6.5 Limitations:
- We cannot guarantee the removal of ingrained dirt, pet odours, or smoke damage.
- Oven cleaning is limited to accessible parts; we do not disassemble components requiring screws. For deep cleaning, we can arrange specialist services.
7. Equipment
7.1 The client must provide all cleaning equipment and materials unless otherwise arranged. All equipment must be safe and in working order.
7.2 If we are required to purchase cleaning products on behalf of the client, an additional service charge will apply.
8. Sub-Contractors
8.1 We reserve the right to engage contracted cleaners or sub-contractors. Our standard guarantees apply in these cases.
9. General
9.1 “Di Shiner” refers to any operative working on behalf of Di Shine Cleaning Ltd.
9.2 We reserve the right to update these Terms and Conditions without prior notice. Changes will apply to new bookings but not to existing contracts.