TERMS
Terms and conditions
These terms apply to cleaning, inventories and supporting services from Petal Property Services. Statutory consumer rights are not affected.
1. Who these terms are for
These terms apply once we confirm a booking with you in writing (including email).
2. Quotes and booking
A quote is based on the information you give us about the property, its condition and the work required. If the property is materially different when we arrive, we may need to revise the price or scope before starting. We will not start extra work without your agreement.
A booking is made when we confirm the date, price and scope in writing. Main services are move-in cleans, end-of-tenancy cleans and inventories. House clearances, property maintenance, check-ins and sale or new-tenancy preparation are supporting services, priced by quote, with the scope agreed before work starts.
3. Cancellation and rescheduling
You can cancel or move a booking free of charge if you give us at least 48 hours’ notice, counting back from the agreed start time.
If you cancel or reschedule with less than 48 hours’ notice, we may charge 50% of the quoted price.
If you cancel on the day, cancel after we arrive, or we cannot get in after waiting 15 minutes, we may charge the full quoted price.
If you are a consumer, you also have a legal right to cancel a distance contract within 14 days of booking, unless the work has been fully carried out. If the job is booked inside those 14 days and you ask us to go ahead, that right may be reduced or lost, and you may be charged for work already done.
If we have to cancel, we will tell you as soon as we can and will not charge you for the cancelled visit.
4. Payment
Cleaning prices on the Prices page are starting prices. Inventories and supporting services are priced by quote.
Unless we agree something else in writing, payment is due on the day the job is finished, by bank transfer or card. There is no booking deposit.
Late or failed payment may delay any re-clean or report until the invoice is settled.
5. Access, keys and a failed visit
You are responsible for arranging safe access at the agreed time, including keys, codes, concierge or agent collection. Keys must work without special skill. Tell us in advance how we will get in and how we should lock up and return keys.
If we cannot get in, we will wait 15 minutes and try to contact you. After that the visit may be treated as a late cancellation and the full quoted price may be charged.
6. What you need to provide
- Safe access and a safe working environment, with any hazards told to us in advance.
- Running water, hot water and electricity throughout the visit. Working lights are needed too.
- For cleans: belongings cleared as agreed, cupboards emptied, and the fridge/freezer defrosted if we are to clean inside it.
- A parking space or visitor permit where one is needed. Parking, congestion and ULEZ charges are paid by the customer, unless we agree otherwise in the quote. We will try to confirm likely charges before the visit.
If water, power or access is missing, or the property is not ready as agreed, we may not be able to finish the job. The visit may then be charged as a failed visit on the same basis as a late cancellation.
7. Photo reports
When the job is complete we will send a private photo report and a timestamped checklist to your nominated email, usually on the same day. We will not publish the photos or send them to a landlord or agent unless you ask us to. A cleaning report is supporting evidence only. It is not a substitute for a separately agreed inventory, and it is not a guarantee that a deposit will be repaid.
8. Re-clean promise (cleans only)
If a missed item on the agreed cleaning checklist is flagged, tell us within 72 hours of completion, with the room, the checklist item and any photos. We will arrange one free re-clean of the affected area, subject to access.
The property must remain empty and unchanged. The promise does not cover wear, damage, permanent stains, excluded tasks or non-cleaning deductions. It does not apply to inventories, and it is not a promise that a tenancy deposit will be returned.
9. Inventories and supporting services
Inventories record observed condition and contents. They are not a legal opinion and they do not decide liability. The re-clean promise does not apply to inventories. If a factual error in an inventory needs correcting, tell us promptly and we will review it.
Clearances need confirmation of what may be removed and how it will be disposed of. Maintenance is limited to the agreed task; specialist work may be referred to a suitable contractor.
10. Damage and liability
If we accidentally damage something, tell us in writing within 48 hours, with photos and a short description. We will look into it.
We are not responsible for pre-existing wear or damage, permanent stains, items that need specialist care, valuables, cash, jewellery or art left out, or faults in equipment you provide. Please put valuables away before we arrive. Nothing in these terms limits liability for death or personal injury caused by negligence, or any liability that cannot legally be limited.
We cannot decide or guarantee the outcome of a tenancy-deposit claim.
11. Complaints
Cleaning complaints should be raised within the 72-hour re-clean window, with enough detail for us to investigate. Other complaints, including about inventories or supporting services, should be raised promptly. We will respond and, where the re-clean promise applies, come back to put agreed missed items right.
12. Other terms
These terms, together with the confirmed quote, form the contract. They are governed by the law of England and Wales. We may update this page; the version in force is the one confirmed with your booking.
Questions can be sent to 07751 760745 or hello@petalservices.uk.