SAPPHIRE CLEANING – TERMS AND CONDITIONS
Effective Date: 29 May 2025
By requesting the services of Sapphire Cleaning via telephone, e-mail, or online platforms, the Client agrees to be bound by the following Terms and Conditions. Sapphire Cleaning reserves the right to amend any part of these terms at any time without prior notice.
REGULAR DOMESTIC & COMMERCIAL CLEANING SERVICES
A minimum of 2 hours per visit applies unless otherwise agreed in writing.
All cleaning will be carried out at a pre-agreed rate, confirmed with the Client before work begins.
Monthly payment clients must ensure timely payment. Sapphire Cleaning reserves the right to suspend services if payments are missed.
Cleaning time is estimated based on similar-sized properties. Flexibility may be required where work exceeds estimates.
If specific tasks require special attention, the Client must provide a written task list.
All cleaning materials and equipment will be supplied by Sapphire Cleaning within reason.
The quoted rate includes cleaning labour, chemicals, and equipment.
Clients must provide clear instructions for deactivating/activating alarm systems. Sapphire Cleaning accepts no liability for alarm activations.
Sapphire Cleaning may decline to start work if:
The materials to be cleaned are unsuitable, or
Water or power is unavailable on-site.
END OF TENANCY / AFTER BUILDERS CLEANING
A minimum of 4 hours per visit applies.
Rates are agreed with the Client in advance.
Time estimates are based on average property size. Flexibility is required where needed.
Clients must supply a task list if particular attention is requested.
The quoted price is based on property size and detailed scope.
All cleaning products and equipment are included in the service.
Deep cleaning services (end of tenancy, after builders, etc.) may take longer than general cleans.
Sapphire Cleaning will not accept responsibility for alarm system triggers—Clients must provide instructions in advance.
Work will not proceed where water or power is not available or materials are deemed unsuitable.
CARPET & OVEN CLEANING
A £45 minimum spend applies to all bookings.
Quotes may be amended if requirements differ from initial instructions. Any changes exceeding 10% will be discussed prior to commencement.
If the condition of the item is significantly worse than described, additional charges may apply.
Services may be refused if:
Materials are unsuitable, or
Water or power is unavailable.
PAYMENTS
Payment is due within the invoice terms. Please notify us immediately of any issues.
Accepted payment methods: cash, card, or cheque.
Payment is due either on service completion or monthly upon invoice.
Late payments may incur charges:
After 30 days overdue and 2 reminders, a 10% late fee will be added.
All charges must be paid in GBP (£).
By agreeing to these terms, the Client consents to the above charges where applicable.
COMPLAINTS & CLAIMS
Issues (service, theft, or damage) must be reported within 24 hours of the service date.
If not satisfied, Sapphire Cleaning will return and re-clean affected areas during the next visit.
Claims are handled promptly and fairly.
Fragile or breakable items should be removed or secured before cleaning.
Key replacement/locksmith fees are only covered if keys are lost by our staff.
Carpet appearance may vary due to pre-existing wear, stains, or sunlight exposure.
Best efforts will be made, but some stains may be irreversible.
If damage occurs:
We will attempt a repair.
If repair is not possible, we will offer replacement, credit, or insurance claim.
Sapphire Cleaning accepts responsibility for:
Delays due to traffic or equipment issues (which will be resolved ASAP).
Sapphire Cleaning does not accept responsibility for:Work hindered by lack of water or power.
Third parties obstructing service on-site.
INSURANCE
Sapphire Cleaning holds Public and Employer’s Liability Insurance.
Cover applies only to accidental damage reported within 24 hours of the service.
Cover excludes pre-existing faults or breakdowns of appliances or fixtures.
Clients must inform Sapphire Cleaning of any unstable or poorly fixed items before work starts.
Company documentation remains confidential and will not be shared.
DAMAGE AND REPLACEMENT POLICY
Accidental Damage:
If an item is damaged during cleaning, Sapphire Cleaning will assess and facilitate repair or replacement where appropriate.
Insurance Claims:
If an insurance claim is initiated, the damaged item may need to be returned to Sapphire Cleaning or the insurer as part of the process. Clients will be informed accordingly.
Retention of Damaged Items:
If Sapphire Cleaning replaces an item directly, the original item may be collected for insurance, auditing, or disposal purposes.
Client Rights:
Clients will be consulted before any collection. If they prefer to keep the damaged item, partial compensation may be offered instead, subject to mutual agreement.
Commitment to Transparency:
Sapphire Cleaning is committed to fair, prompt, and transparent resolution of all claims, in accordance with UK consumer law and insurance guidelines.
CLIENT SATISFACTION
No refunds will be issued, but Sapphire Cleaning will return for one re-clean if a complaint is lodged within 24 hours of service.
Client must be present during the re-clean.
Only one re-clean per service is offered.
CANCELLATIONS
Clients may cancel up to 48 hours in advance.
Regular clients with fixed weekly slots must provide 14 days’ notice via phone, email, or post.
If cancelled within 48 hours or due to:
Lock-out,
No one present to provide access,
No water/power available,
Problem with keys,
a 50% cancellation fee will be charged.
Deposits may be used to cover this fee if applicable.
Keys must work without specialist intervention.
TERMINATION & JURISDICTION
These terms are governed by UK law.
Clients agree to the exclusive jurisdiction of UK courts.
Sapphire Cleaning reserves the right to amend these terms at any time without notice.
