Company refers to GoCrystal Cleaning, its employees, subcontractors and representatives.
Client refers to any person or organisation who books or uses our services.
Service(s) refers to cleaning or related services provided by the Company.
Cleaner refers to any staff member or subcontractor assigned by the Company.
2. Services Provided
GoCrystal Cleaning provides a full range of domestic and commercial services including, but not limited to:
Regular domestic cleaning
Deep cleaning
End-of-tenancy cleaning
Moving-in / moving-out cleaning
After-builders cleaning
Commercial & office cleaning
Airbnb / short-let turnover cleaning
Carpet & upholstery cleaning
Oven, fridge, and appliance cleaning
One-off specialist cleans
Additional services may be provided upon request.
3. Booking Policy
Bookings may be made via phone, email, website, or authorised booking platforms.
A booking is confirmed only when the Client receives written confirmation.
The Client must provide accurate property details (size, condition, access, parking).
The Company reserves the right to amend quotes if the property condition differs from the description.
4. Pricing & Payment
All prices are indicative and begin from the rates listed on our website.
Accepted payment methods:
Bank transfer
Card
Cash
Invoice (payment terms below)
Returning clients are granted a 7-day payment window, subject to account history and approval. New clients must pay on completion of the job unless otherwise pre-approved in writing.
Quotes are based on the information provided by the Client. Additional charges may apply if extra time, labour, or specialised equipment is required.
5. Cancellation, Rescheduling & Refunds
For clients with an assigned regular cleaner, a minimum of one week’s written notice is required for any routine schedule changes.
6. Access to the Property
The Client must provide access to the property at the agreed time.
Any parking fees incurred will be added to the invoice. Where parking is unavailable, reasonable additional charges may apply to cover access arrangements.
7. Cleaning Supplies & Equipment
The Company provides professional cleaning products and equipment unless otherwise agreed at the time of booking. All cleaning products supplied are eco-friendly.
Clients must inform the Company in advance of any allergies, sensitivities, or specific product requirements.
If the Client supplies equipment/products, they must be safe and in good working condition.
8. Quality Guarantee
Any issues must be reported within 24 hours of service completion.
The Company will arrange a complimentary re-clean of affected areas where deemed appropriate.
Refunds are not issued before a re-clean opportunity is provided.
9. Client Responsibilities
The Client agrees to:
Provide safe working conditions.
Ensure access, electricity, and running hot water.
Secure valuables and delicate items.
Remove clutter from areas requiring cleaning.
Inform the Company of any fragile, damaged, or high-risk surfaces.
10. Liability & Damages
The Company holds public liability insurance.
Any alleged damage must be reported within 24 hours.
The Company is not liable for:
Wear and tear
Pre-existing damage
Unstable or unsecured items
Fading, staining, or deterioration of materials
Damage due to faulty appliances or fixtures
Where appropriate, the Company reserves the right to request supporting evidence to validate a claim before assessing liability.
Resolution may include repair, replacement, or compensation in line with the Company’s insurance policy terms and limits.
11. Insurance
The Company maintains valid public liability insurance.
12. Health & Safety
Cleaners will not:
Move heavy furniture or appliances.
Clean areas deemed unsafe.
Handle hazardous waste, infestations, or biohazards.
Work in environments presenting a risk to health or safety.
In certain circumstances an increased fee may be applied to deal with waste. This will be clearly communicated to the Client and approved before work continues. The Company may pause or refuse service if conditions are unsafe.
13. End-of-Tenancy Cleaning
Property must be vacated and free of personal items.
Electricity and hot water must be available.
Additional charges may apply for carpets, upholstery, or specialist appliances.
Deposit return is not guaranteed, as it depends on landlord/agent standards.
14. Pets
Clients must inform the Company of any pets.
Pets must be secured during cleaning.
The Company is not liable for pets escaping or causing damage.
15. Complaints Procedure
Complaints should be submitted by email or through the Company website. The Company aims to respond within 24–48 hours.
16. Privacy & Data Protection (GDPR)
The Company collects only essential client data.
Data is stored securely and never shared with third parties unless required for service delivery.
Clients may request data deletion at any time.
17. Termination of Ongoing Services
Termination policy for regular clients: Notice period required — 1 week (in writing).
18. Updates to Terms
The Company may update these Terms & Conditions at any time. Updates will be published on this page.
19. Governing Law
These Terms & Conditions are governed by UK law. Any disputes shall be resolved through UK courts.
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