Terms and Conditions

1. About These Terms

These Terms and Conditions apply to cleaning services provided by Dial n Shine for homes, offices and rental properties. They should be read alongside your quote and booking confirmation, which set out the specific service agreed.

If you have any questions about these terms, contact us before confirming your booking.

2. Quotes and Bookings

Quotes are based on the information you provide, including property size, condition, cleaning requirements, appointment duration and any requested additional services.

• Please provide accurate information about your property and cleaning requirements.
• A booking is confirmed when Dial n Shine confirms the agreed service, date and price.
• A quote covers only the tasks and services described in it.
• If the property or requested work differs significantly from the information provided, we may need to review the price, duration or scope.
• Additional work and any additional cost must be discussed and agreed before the extra work is undertaken.

3. Prices and Payment

The price and applicable payment arrangements will be communicated in your quote or booking confirmation. Customers are responsible for paying the agreed amount according to the payment terms provided at booking.

• Any deposit or advance payment requirement will be communicated before the booking is confirmed.
• Any applicable late-payment charge or other fee must be disclosed in advance and comply with applicable law.
• If you have difficulty making a payment, please contact us promptly.

4. Cancellations and Rescheduling

If you need to cancel or change an appointment, please contact us as soon as possible by telephone or email.

Any applicable cancellation notice period, rescheduling conditions or fees will be communicated at the time of booking. We will not apply an undisclosed cancellation or rescheduling fee.

If Dial n Shine needs to change or cancel an appointment, we will notify you as soon as reasonably possible and, where practical, offer an alternative appointment.

Nothing in this section limits any statutory cancellation or other consumer rights that may apply to your booking, including services arranged online or by telephone.

5. Access to the Property

Customers must arrange safe and timely access to the property at the agreed appointment time.

• Provide accurate entry instructions, keys or access codes using an appropriate method.
• Tell us about access restrictions or known hazards before the appointment.
• Ensure the property is reasonably safe for the agreed work.
• Arrange for pets, occupants and personal belongings to be managed safely during cleaning.

If access cannot be provided or the property is unsafe, we may need to delay, modify or decline the service. Any resulting charge will depend on the agreed booking terms and applicable law.

We will take reasonable care of keys and access information and use them only as needed to provide the agreed service.

6. Customer Responsibilities

To help us deliver the agreed service, customers should:

• Explain the required tasks and priorities clearly.
• Secure valuable, fragile or personal items where appropriate.
• Tell us about delicate surfaces, specialist finishes and manufacturer care instructions.
• Ensure water, electricity and other necessary facilities are available where required.
• Inform us about hazards or circumstances that could affect the work.

We will take reasonable care when cleaning. However, some stains, marks, odours and deposits may be permanent or may require specialist treatment. We cannot guarantee their complete removal.

7. Cleaning Services and What Is Included

The tasks included in your service are those listed in your accepted quote or booking confirmation. Additional tasks are not included unless specifically agreed.

Domestic Cleaning

May include agreed routine tasks such as dusting, wiping accessible surfaces, cleaning bathrooms and kitchens, and vacuuming or mopping floors. Deep cleaning, specialist stain removal, exterior windows, appliance interiors and cupboard interiors are excluded unless agreed.

Deep Cleaning

Covers more detailed cleaning of the agreed areas, depending on the property condition and quote. Permanent stains, damaged surfaces, specialist restoration, pest treatment and hazardous material removal are not included unless separately agreed and appropriately provided.

End-of-Tenancy Cleaning

Covers the agreed cleaning tasks intended to leave the property clean for handover or its next occupant. It does not guarantee the return of a rental deposit or compliance with every landlord or letting-agent checklist unless the relevant requirements have been reviewed and expressly included. Repairs, rubbish clearance and specialist restoration are excluded unless agreed.

Office and Commercial Cleaning

Covers the agreed tasks, locations and schedule for the workplace. Industrial cleaning, hazardous-material handling, IT equipment maintenance and external high-level cleaning are excluded unless expressly agreed.

Airbnb and Short-Let Cleaning

Covers the agreed cleaning and turnover tasks. Linen changes, laundry, restocking supplies, guest communication, damage inspections and removal of excessive waste are included only where specifically agreed.

Add-On Services

Oven cleaning, fridge cleaning, interior window cleaning, carpet cleaning and other add-ons are included only when selected and confirmed in the booking. Some tasks may require an inspection or separate quote.

8. Health and Safety

Please tell us about hazardous conditions before the appointment. We may refuse or stop work where conditions pose a risk to our team, occupants or property. Examples include unsafe access, exposed electrical hazards or suspected hazardous materials.

Specialist remediation and hazardous-material removal are not part of standard cleaning services.

9. Complaints and Service Issues

If you are unhappy with any aspect of your cleaning service, contact us promptly at info@dialnshine.co.uk. Include your booking details, a description of the concern and photographs where helpful.

We will review your concern and aim to respond fairly and promptly. We may request further information or an opportunity to inspect the issue. Where appropriate, we will discuss a reasonable solution for work that was included in the agreed service.

Nothing in this section limits your statutory rights.

10. Damage and Liability

If you believe damage occurred during a cleaning visit, please notify us as soon as reasonably possible with details and any supporting information available.

We will consider reported incidents fairly and in accordance with applicable law and any relevant insurance arrangements.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

11. Delays and Events Outside Our Control

We make reasonable efforts to provide services at the agreed time. Circumstances outside our reasonable control may occasionally cause delays or require an appointment change. We will communicate significant changes as soon as reasonably possible.

12. Privacy

We handle personal information in accordance with our Privacy Policy, which explains how information is collected, used, shared and retained.

13. Changes to These Terms

We may update these terms from time to time. The terms communicated and agreed for your booking will apply to that booking, subject to applicable law.

14. Governing Law

These terms are subject to the laws of England and Wales, where applicable. Consumers may also benefit from mandatory consumer protections that apply to their circumstances.

15. Contact Dial n Shine