EliteClean terms for bookings, pricing, access and cleaning services

EliteClean provides professional home and property cleaning services. These terms apply whether you contact us through the website, by phone, by email, by WhatsApp, or through another direct enquiry method we make available.

The terms are intended mainly for residential customers, but they also apply where a tenant, landlord, letting agent, property manager, family member, or another authorised person asks us to quote for or carry out cleaning at a residential property on someone else's behalf.

You must be at least 18 and have authority to request or approve the work. If you are acting for somebody else, you are responsible for making sure you are entitled to instruct us and to give us the information we need about the property, the rooms, the items, and the cleaning required.

Our services may include carpet cleaning, rug cleaning, upholstery and sofa cleaning, mattress cleaning, oven and appliance cleaning, deep cleaning, end of tenancy cleaning, after builders cleaning, and hard floor cleaning. The precise scope of work depends on the service selected, the condition of the property, the number of rooms or items involved, access, and any extras agreed before the visit.

Website service pages, cleaning checklists, pricing guides, frequently asked questions, and marketing content are there to help explain the general nature of each cleaning service and the type of property or item it is usually suitable for. They are not a guarantee that every room, surface, stain, or add-on item is automatically included in every booking.

A carpet cleaning appointment, for example, may depend on the number of rooms, stairs, landings, fibre type, staining, and drying conditions. An end of tenancy cleaning or deep cleaning appointment may depend on the size of the property, furnished or empty status, current build-up, appliances, internal windows, bathrooms, kitchen condition, and whether carpets, upholstery, or specialist extras are also part of the job.

If something is important to you, such as oven cleaning, internal glass, a specific stained carpet, a furnished room, a heavily marked mattress, a sofa treatment, or a post-renovation dust issue, you should mention it clearly at quote stage rather than assume it is included by default.

Quotes may be provided from information you send us by phone, email, WhatsApp, website forms, or photographs. To give a more accurate quote, we may ask for details such as the postcode, property size, room count, stairs, furnished or empty status, access restrictions, parking arrangements, current condition, and the specific cleaning service you want.

A quote is only as accurate as the information available at the time. If the details given before booking are incomplete, inaccurate, or materially different from the condition we find on arrival, we may need to revise the scope, revise the price, recommend a more suitable service, delay the start time, or reschedule the visit.

A booking is normally treated as confirmed when we accept the enquiry and confirm the date, time, service, and price basis, or when we otherwise communicate that the appointment has been reserved. Depending on the service and diary commitment, we may also ask for a deposit or advance payment to secure the slot.

We reserve the right to refuse a booking where the property is outside our service area, the information provided is clearly insufficient, the requested task falls outside our normal service scope, or the circumstances suggest that the appointment cannot be carried out safely or reasonably on the terms discussed.

Some EliteClean services are priced in a relatively fixed way, such as per room, per item, or by a defined add-on. Other services, especially end of tenancy cleaning, deep cleaning, and after builders cleaning, are more variable and may be quoted as a guide price, a range, or a job-based estimate because the final labour requirement depends on the real scope and condition.

Final price may be affected by room count, item count, actual size, furnished status, staining, grease, renovation residue, limescale, pet-related issues, parking difficulty, access limitations, or extras not disclosed when the quote was first requested. If a material change is needed, we aim to explain it before extra chargeable work begins.

Unless we agree otherwise in writing, payment is due when the service is completed. For larger jobs, high-commitment bookings, combined services, or appointments that require significant diary reservation, we may ask for full payment in advance or part payment before the visit.

Where a deposit is requested, it forms part of the overall price of the service rather than an extra charge. Any retained deposit, no-show charge, or late cancellation charge is intended to reflect reasonable direct loss, reserved time, committed labour, travel, or other costs caused by the cancellation, rather than operate as an automatic penalty.

If you need to cancel or move an appointment, you should contact us as early as possible. Early notice gives the best chance of rearranging the booking without wasted labour, travel, or lost diary time.

If you cancel shortly before the appointment, fail to attend, or make the property unavailable after time has been reserved, we may retain a deposit or apply a reasonable cancellation charge where that is justified by the actual loss caused. We do not intend to rely on excessive or unfair cancellation penalties.

If a service is booked through distance communication such as the website, phone, or messaging, your statutory cancellation rights under UK law are not removed by this page. Where applicable, any charge for work already carried out or time already committed will be handled on a fair and lawful basis.

We may also need to cancel or rearrange an appointment due to illness, staff availability, transport issues, unsafe site conditions, access failure, or information coming to light that means the booked scope no longer matches the job. If that happens, we will aim to offer an alternative appointment or discuss the next practical step with you.

You are responsible for making sure we can access the property, the correct rooms, and the relevant items at the agreed time. You should tell us in advance about parking restrictions, permits, gate codes, concierge procedures, stairs, lift issues, loading limits, restricted access times, or any other factor likely to affect arrival, equipment setup, or working time.

You should also remove fragile, sentimental, or high-value items from treatment areas before the visit and tell us about any pre-existing damage, delicate materials, specialist fabrics, unstable fittings, loose tiles, weak adhesives, or known product sensitivities. If electricity, water, or lawful access is needed for the service, it must be available unless we have agreed a different arrangement.

We are not automatically responsible for moving heavy furniture, dismantling fixtures, disconnecting appliances, clearing rubbish, or overcoming hidden risks that were not disclosed beforehand. Where rooms, surfaces, or items are not ready or not safely accessible, the scope may need to be reduced or the appointment may need to be paused or rescheduled.

We may refuse to start, continue, or complete a job where the environment is unsafe, heavily obstructed, still under active building work, affected by hazardous waste, pests, or conditions beyond normal cleaning, or where the task requested is materially different from what was booked.

We aim to deliver our services with reasonable care and skill, but cleaning results always depend on the real condition, age, material, finish, and treatment history of the property or item being cleaned. Cleaning can improve hygiene, presentation, freshness, dust, grease, and general build-up, but it does not mean that every mark or defect can be removed.

Unless a different result level is specifically discussed with you in writing based on the condition shown in person, on inspection, or in photographs, our services are generally provided on the basis of achieving a strong practical improvement rather than a perfect restoration. In simple terms, that will often mean an approximate improvement level of around 85%, but the real outcome still depends on the material, age, staining, wear, damage, contamination, and overall condition of the area or item being treated.

Some staining, odours, discoloration, fibre damage, seal failure, wear, scratches, chips, scorch marks, water marks, bleach loss, mould-related damage, or stone etching may be permanent or only partially improvable. That is especially relevant for carpet cleaning, rug cleaning, upholstery cleaning, mattress cleaning, after builders cleaning, and heavily neglected tenancy or deep cleaning jobs.

Drying times also vary. Carpet, upholstery, mattress, and rug drying are influenced by material, ventilation, weather, room temperature, humidity, and the level of soiling. We cannot guarantee a universal drying time for every property.

We do not guarantee the decision of a landlord, letting agent, inventory clerk, buyer, seller, or other third party, because their final judgment may involve damage, maintenance issues, repair needs, or scope items outside the cleaning service itself.

We ask every customer, or a person authorised by the customer, to inspect the work at the end of the appointment while our cleaners are still on site. The purpose of that check is to make sure any visible concern about the agreed cleaning scope can be raised immediately, discussed properly, and where appropriate corrected there and then before the job is closed.

Where the customer, or their authorised representative, approves the work on site and allows the team to leave, the job will normally be treated as completed and accepted in respect of visible and reasonably checkable items within the agreed scope. For that reason, we will not usually accept later complaints about points that were visible, accessible, and could reasonably have been identified at the time of completion if the customer had a fair opportunity to inspect them before approving the job.

If a concern is raised before the cleaners leave, we may review it immediately and, if it relates to the agreed scope and is a genuine cleaning issue, we may carry out further work on the spot or agree another reasonable practical response. If a concern is raised later, we will usually compare it against the booking details, the condition explained before the visit, any photos, the limits discussed at quote stage, and whether the issue was visible and capable of being checked on site at completion.

Complaints about permanent staining, wear, damage, deterioration, material failure, hidden defects, or items outside the original agreed scope will not normally be treated as service failures. Equally, customer approval at completion does not convert damage into dirt or create a new guarantee that every remaining mark can later be challenged as unfinished cleaning.

Nothing in this section is intended to remove any legal rights you may have where the law gives you protection that cannot be excluded. However, as a practical and operational rule, customers are expected to check the work properly at completion, and later issues about visible matters that were approved on site are much less likely to be accepted.

You may use this website for lawful personal information, enquiry, and booking purposes. You must not misuse the site, interfere with forms or technical systems, attempt unauthorised access, copy content for commercial use without permission, or introduce malicious code, spam, or abusive behaviour.

We may update, suspend, remove, or amend website content, descriptions, route structure, service information, or pricing guidance at any time. While we aim to keep the website accurate and useful, not every page will always reflect every live diary, operational, or property-specific detail.

The branding, copy, layout, graphics, and other original content on this site belong to EliteClean or are used with permission and are protected by applicable intellectual property law.

If you contact us, request a quote, or make a booking, we may use the information you provide to communicate with you, assess the property, arrange the appointment, keep service records, respond to questions, and handle complaints or payment administration.

This may include your name, phone number, email address, service address, room or item details, photos, access notes, and booking history where relevant. Personal data is handled in accordance with our Privacy Policy and any applicable UK data protection requirements.

Nothing in these terms is intended to exclude or limit liability where that would be unlawful. Nothing on this page is intended to remove any statutory consumer rights you may have under applicable law.

Subject to that, we are generally responsible for foreseeable loss or damage that results directly from our failure to use reasonable care and skill or from a clear breach of the agreed terms of the booking. We are not responsible for losses that are not foreseeable, for pre-existing defects, or for issues arising from inaccurate information, hidden conditions, undisclosed risks, or instructions given by the customer or another responsible person.

We are also not responsible for business loss, loss of profit, loss of commercial opportunity, or similar indirect or purely economic loss where the booking is a standard residential service arrangement and the law does not require otherwise.

These terms are governed by the laws of England and Wales. Any dispute relating to these terms or to a booking made under them will generally be dealt with by the courts of England and Wales, unless another mandatory legal right applies to you.

If you have a question about these terms, a quote, or an existing booking, you can contact EliteClean by email at elitecarpetupholsteryclean@gmail.com or by phone or WhatsApp on +44 7944288898.

This page is provided for general information about how EliteClean presents its website and service terms. It is not legal advice.