Terms and Conditions

Our agreement

By booking online you agree to these terms, our Privacy Policy and our Cancellation and Refund Policy. Your booking is confirmed once your payment has been received and you receive a booking reference.

Prices and payment

• Prices shown are fixed for the service and property size you select, and include one full bathroom as standard.
• Each additional full bathroom is £17 and adds cleaning time. Optional extras such as inside the oven, fridge or kitchen cupboards are charged separately at the prices shown.
• You pay 100% of the cleaning price online when you book. Payment is taken by Onyx at booking and marked released after the clean is completed with photo proof and approved.
• After cleaning, staff submit before and after photos. You may approve the job, request a revision, or raise a concern for support review. Support verify proof before releasing funds or issuing a refund.

Cleaning times

Cleaning durations shown are careful estimates based on your property size and any extras chosen. Properties in an unusually heavy condition may need extra time; where this happens we will tell you before any additional work is carried out and agree the cost with you first.

Access, utilities and safety

• Please make sure we can access the property at the agreed time, with running water and electricity available.
• If we cannot gain access, the appointment is treated as a same-day cancellation and the payment is not refundable.
• We may decline work that is unsafe, including biohazards, pest infestations, mould requiring specialist treatment, or working at height beyond a standard step ladder.

Valuables and damage

Please secure cash, jewellery and fragile or sentimental items before we arrive. If you believe we have caused damage, tell us within 24 hours of your clean so we can investigate and put things right.

Putting things right

If you are unhappy with any part of your clean, contact us within 24 hours and we will arrange to return and re-clean the affected area. For end of tenancy cleans, our 72-Hour Free Re-Clean Promise applies: if your landlord or letting agent identifies a cleaning-related issue within 72 hours, we will return and re-clean the affected area free of charge.

Contact

Call or text us on 07949139576. These terms are governed by the law of England and Wales.