Service Policy & Customer Information

At Prestige Clean, we deliver a high-standard domestic and commercial cleaning service built on reliability, consistency, and exceptional attention to detail. As a solo-operated service, every clean is personally carried out with care, professionalism, and a commitment to excellence.

The following information outlines how we work, what you can expect from us, and what we kindly ask from our clients to ensure a smooth and professional experience.

• All bookings are confirmed following an initial walkthrough consultation, where we agree on your requirements, preferred schedule, and estimated duration of service.
• Arrival times are provided within a 1-hour window to allow for travel and flexibility between appointments.

• Payment is due within 24 hours of the service, with an invoice sent via email for your records.
• Accepted payment methods are through the online link on the invoice.
• A £10 late fee may be applied to payments outstanding after 48 hours.
• For deep cleans and end-of-tenancy services, a non-refundable deposit may be required to secure your booking.

• We kindly ask for a minimum of 48 hours’ notice for any cancellations or rescheduling.
• Cancellations within 24 hours may be charged at 50% of the service fee 
• Same-day cancellations or no access on arrival may be charged at 100% 
• If we need to reschedule due to illness or unforeseen circumstances, we will offer the next available appointment as a priority.

• Access can be provided via key, key safe, or by being present at the agreed time.
• All keys are securely labelled without identifying personal information.
• If access cannot be gained, the appointment may be treated as a late cancellation.

Each service is delivered according to a tailored checklist based on your booking type (regular, deep clean, end-of-tenancy, or custom).

We focus on maintaining consistently high standards across all cleans. Specific requests should be discussed in advance where possible.

For safety and insurance reasons, we do not:

• Move heavy furniture 
• Work at unsafe heights 
• Clean hazardous or unsafe areas 
• Clean inside ovens
• Handle bodily fluids, pet waste, mould infestations, or hazardous materials 

Washing up is not included as a standard task, as it reduces time available for full property cleaning. We kindly ask that dishes are kept to a minimum before arrival so we can focus fully on delivering the best possible results.

• We are pet-friendly, however we ask that pets are secured if they are anxious or may become reactive during the clean.
• We are unable to clean litter trays or areas contaminated with animal waste.

• All cleaning products and cloths are provided.
• We kindly request the use of your vacuum and mop to help maintain hygiene standards and avoid cross-contamination, particularly for clients with allergies.
• If you prefer eco-friendly or specific products, these can be used if provided and suitable for the task.

• Care is taken in every home we enter. In the unlikely event of accidental damage, you will be informed as soon as possible after the clean.
• Any concerns should be reported within 24 hours of service completion.
• Prestige Clean is fully insured for public liability and accidental damage, excluding pre-existing, unstable, or unsecured items.

• For deep cleans, end-of-tenancy services, or marketing purposes, before and after photos may be taken.
• No personal belongings or identifying features will ever be shown.
• If you prefer no photography, just let us know in advance.

• If you are not fully satisfied with any aspect of your clean, please contact us within 24 hours.
• While refunds are not offered, we will always aim to resolve any issues promptly and professionally.

• All client information is treated with strict confidentiality and is never shared with third parties.
• Access details, keys, and codes are securely stored and never labelled with personal or property information.

• We reserve the right to decline or discontinue service if a property is unsafe, abusive behaviour occurs, or conditions fall outside the scope of professional domestic cleaning.

• To protect both clients and our cleaner, we ask that you inform us as soon as possible if anyone in the household is experiencing a contagious illness such as flu, stomach bugs, COVID-19, or similar conditions.
• We will happily reschedule your appointment to the next available date. As a small independent business, this helps protect health and ensures continuity of service for all clients.

Thank you for choosing Prestige Clean and for your continued support.