By booking services with Gentle Touch Star Cleaning Services, you agree to the following terms and conditions:

1. Property Condition and Availability

We reserve the right to modify or cancel bookings if the property's condition impedes the effectiveness of cleaning.
Cleaning services can only proceed if the property is vacant and ready for cleaning.
If you are undergoing a checkout or check-in inspection, please inform us in advance to ensure proper coordination.

2. Additional Charges

If the property has not been maintained with regular cleaning prior to our arrival, an additional charge will apply for the extra cleaning required, regardless of the initial quote provided.
Our team does not assist tenants with moving in or out. Please inform us in advance if the property is not vacant.
An additional fee will apply for the removal of trash or personal items not previously agreed upon.
If the property contains animals (e.g., dogs, cats, birds), please inform us. An additional £75.00 charge will apply for properties with animals.
For carpet steam cleaning, we cannot guarantee the complete removal of stains, particularly those that are untreated. Please notify us of any infestations or damages to carpets, as failure to do so may result in liability issues.
Prices may be adjusted if surfaces are excessively dirty, requiring additional time to clean. Cleaners will not clean areas filled with clutter or hazardous materials (e.g., human or animal waste).

3. Client Responsibilities

All areas should be free of clutter prior to cleaning.
Fireplaces must be unused for at least 72 hours before cleaning.
Clients are required to inform us of any items or surfaces requiring special care.
All pets, including dogs, should be secured in a separate area during cleaning. We are not responsible for their care if left out.
All important or valuable items should be stored away to prevent accidents.
If special care is needed during cleaning, it is the client's responsibility to inform us in advance.
We are not responsible for any damage resulting from faulty or improper installation of items.
Surfaces (e.g., marble, granite, hardwood floors) are assumed to be sealed and ready for cleaning. Furniture on wood floors is assumed to have appropriate protection.

4. Key Collection and Access

If keys are unavailable at the designated agency at the time of pick-up, a £30.00 charge will apply for time wasted.

5. Inspections and Cancellations

We request your availability for a post-job inspection to ensure satisfaction and avoid the need for re-cleaning.
Same-day cancellations will incur a £50.00 charge.
Clients must contact us within 24 hours of service if there are any issues or complaints. After 24 hours, we will no longer be held accountable for any concerns.

6. Payment and Booking Confirmation

7. Service Guarantee

We do not offer refunds, but we guarantee to return and correct any errors caused by our team.
We cannot guarantee that cleaning will be completed by a specific time, as this depends on the scope of work. If clients require cleaners to finish by a particular time, it is their responsibility to inform us before the cleaning begins.

8. Health and Safety Notice

We only clean windows, blinds, and other surfaces accessible with a 3-step ladder.
For safety reasons, no other tasks should be performed while our team is cleaning.
The presence of other workers or excessive people in the house may lead to an inaccurate estimate.
Having other work done while our team is cleaning may affect the cost and time required to complete the service satisfactorily.
Heavy furniture will not be moved during cleaning.
If you request refrigerator cleaning, please ensure the fridge is cleared of food before the cleaning starts. We do not handle food items to prevent cross-contamination.