Terms & Conditions
The terms that apply when you book with us. Plain English, no legalese.
1. About us
These terms apply to all services provided by Whitecrest Cleaning, a private limited company registered in England & Wales. By booking, you agree to these terms.
2. Bookings & quotes
All quotes are valid for 30 days and are based on the information you provide. We may revise a quote on arrival if the space is materially larger or in significantly worse condition than described; we will always agree any change with you before proceeding.
3. Cancellations
Cancellations made more than 24 hours before your booking are free. Cancellations within 24 hours incur a 50% charge; same-day cancellations are charged in full. This is because we pay our cleaners for the time they reserved.
4. Payment and pre-authorisation of funds
Payment for services is due upon successful completion of the works. Prior to the scheduled appointment, we will place a pre-authorisation hold on your nominated payment card for the full agreed amount of the quoted service. This pre-authorisation is not an immediate charge, deduction or debit from your account; the funds remain within your account but are ring-fenced by your card issuer and are not available for other transactions during the period of the hold. Upon our satisfactory completion of the services, the pre-authorisation will be settled and the funds captured in accordance with the quoted amount and any agreed variations. In the event that the booking is cancelled or rescheduled in accordance with clause 3, or the works are not carried out, the hold will be released and no charge taken; release times are determined by your card issuer and typically take five (5) to seven (7) working days. By providing card details and confirming a booking, you authorise us to place the pre-authorisation hold and, upon completion, to capture the funds in accordance with these terms. Commercial contracts may agree fourteen (14) or thirty (30) day invoiced payment terms in writing in place of the card pre-authorisation. Late payments accrue statutory interest at eight per cent (8%) above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998 where applicable.
5. Our satisfaction guarantee
If you are not satisfied with any aspect of your clean, you must notify us within 24 hours. We will re-attend at no charge to put it right. This guarantee replaces, and does not extend, your statutory rights under the Consumer Rights Act 2015.
6. Insurance & liability
We hold £5M public liability and £10M employer liability cover. We are not liable for damage to items that were already damaged, items of high sentimental or unusual value that we were not informed about, or pre-existing wear and tear. Any claim must be raised within 48 hours.
7. Access & keys
If you provide us with keys or an access code, we will treat them with the highest security. Keys are stored in a coded safe and never labelled with your address. If a key is lost, we cover up to £200 of lock-replacement costs.
8. Your obligations
Please ensure we have safe access to the property at the agreed time, running water and electricity, and that any pets are kept in a separate room. We do not clean human or animal biohazards as standard — please contact us first if this is needed.
9. Governing law
These terms are governed by the laws of England & Wales. Any disputes will be resolved in the courts of England.