Terms of service

1. About these terms

These terms apply when you book a clean with Sterling JM Cleaners Ltd, company number 17531518. Our contract with you is made when you accept our written quote and we confirm your booking.

If you are booking for a business, the sections on consumer rights and cancelling within 14 days don't apply to you. Everything else does.

2. Quotes and prices

Our quotes are fixed for the work described in them and stay valid for 30 days.

If the property or the job turns out to be significantly different from what was described, we'll agree any change to the price with you before doing the extra work.

We're not VAT registered, so no VAT is added.

3. Deposits and payment

One-off cleans and your first regular visit are secured with a 25% deposit, paid by bank transfer. The rest is due on the day of the clean, by bank transfer or cash. We give a receipt for every cash payment.

Office and commercial cleaning is invoiced, with payment due within 14 days of the invoice.

4. Bookings and access

Please make sure we can get in at the agreed time, and that the property has electricity, hot water and lighting.

Keys are kept securely, labelled with a code rather than your address, and returned whenever you ask.

We can bring our own products and equipment, or use yours if you prefer. We clean exterior windows only on low-rise buildings, where they can be reached safely by ladder.

5. Cancellations and changes

You can cancel or rearrange a clean free of charge with 48 hours' notice, and any deposit is refunded. With less notice, we may keep the deposit to cover the time we had booked for you, unless your legal right to cancel applies (see "Cancelling within 14 days").

Regular cleans can be changed or paused with 48 hours' notice. Office and commercial agreements can be ended with 30 days' notice.

If we have to cancel, we'll tell you as soon as we can and refund any deposit in full.

6. If something is not right

If something on the agreed checklist has been missed, tell us within 48 hours and we'll come back and put it right at no extra cost. For end-of-tenancy cleans, the same applies if your landlord or agent raises a cleaning issue within 48 hours of check-out.

This is in addition to your legal rights.

7. Damage and liability

Please tell us straight away if anything is damaged during a clean, so we can look into it.

Nothing in these terms limits or excludes our liability where the law does not allow it, including for death or personal injury caused by our negligence.

8. Your consumer rights

Under the Consumer Rights Act 2015, we must carry out our services with reasonable care and skill, and what we tell you about a service is part of our agreement with you.

If a clean isn't done properly, you can ask us to repeat the work at no cost to you. If that isn't possible, or we can't do it within a reasonable time without significant inconvenience to you, you are entitled to a price reduction, which can be up to the full price.

9. Cancelling within 14 days

If you book online, by phone, WhatsApp or email, or at your home, you can cancel within 14 days of the day our contract is made, without giving a reason.

We won't start a clean within those 14 days unless you ask us to. If you ask us to start sooner and then cancel, you pay for the work done up to the time you tell us, in proportion to the full price. Once a clean has been fully carried out at your request, you can no longer cancel it.

To cancel, tell us clearly by email, phone or WhatsApp. We'll refund what you're owed within 14 days of you telling us, by the same payment method, and without any fee.

10. Complaints and the law

If you're unhappy with our service, contact us at info@sterlingjmcleaners.co.uk or on 07353 805194 and we'll do our best to put it right.

These terms are governed by the law of England and Wales. This does not take away any rights you have under the law of the part of the UK where you live.