About these terms
These terms apply when you book a clean with LiteWork Services. Please read them before you confirm a booking. If you’re booking as a consumer, nothing in these terms affects your legal rights, including your rights under the Consumer Rights Act 2015.
Quotes and bookings
- We give you a fixed quote based on the details you give us: the type of clean, the size of the property and its condition. Quotes are valid for 30 days.
- Your booking is confirmed, and our contract with you starts, when we confirm it to you in writing, for example by email.
- If the property is noticeably larger or in a very different condition from what you described, we’ll explain before starting and offer a revised price. You can accept it or cancel at no cost.
- For regular cleans, the agreed price applies to each visit. We’ll give you at least 30 days’ notice of any price change, and you can end regular cleaning instead.
Prices and payment
- Your quote shows the total price you pay, including any extras and the products supplied charge if you choose it. If we’re VAT registered, VAT is included.
- Payment methods and when payment is due are set out in your quote and invoice.
- Business customers who pay late may be charged interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.
Cleaning products and equipment
Standard: you provide the products and equipment
Please leave out the products and equipment your cleaner needs: multi-surface spray, bathroom and limescale cleaner, toilet cleaner, glass cleaner, floor cleaner, cloths and sponges, a working vacuum cleaner (with spare bags if needed), a mop and bucket, and a toilet brush.
Optional: products supplied
For an extra charge per clean, shown on your quote, your cleaner will bring a professional kit of cleaning products.
Optional: equipment supplied
For an extra charge per clean, shown on your quote, your cleaner will bring cleaning equipment, including a vacuum cleaner, mop and bucket.
You can choose products supplied, equipment supplied, or both. Whichever you choose, please provide personal items such as bin bags, washing-up liquid and laundry detergent, and make sure there’s working hot water, electricity and lighting.
Safety
Products must be in their original, labelled containers. We may decline to use a product we believe is unsafe or could damage a surface, and we’ll tell you if we do.
Access, keys and your home
- Please make sure we can get in at the agreed time and that there’s working electricity, hot water and lighting.
- If you give us a key or code, we’ll keep it secure, label it with a reference code only, and use it only for your cleans.
- Please tell us in advance about anything we should know: pets, alarm systems, fragile or valuable items, surfaces that need special care, and any hazards.
- Please put away cash, jewellery and other valuables, and any items you don’t want handled.
- For the safety of the cleaners we work with, we don’t move heavy furniture, work from anything higher than a small step stool, clean up biohazards such as bodily fluids or sharps, or treat pest infestations or significant mould.
Who carries out your clean
- Your clean is carried out by an experienced, self-employed cleaning professional who works with LiteWork Services. We check every cleaner’s identity, right to work in the UK and references before their first job.
- Your contract is with LiteWork Services, and we remain responsible to you for every clean under these terms, whichever cleaner carries it out.
- For regular cleans we aim to offer your clean to the same cleaner wherever possible. Occasionally a different cleaner may attend, and they will have passed the same checks.
- Please book all cleaning through us. While you are a client, and for 6 months after your last clean, please don’t arrange cleaning directly with a cleaner we introduced to you, or through anyone else they work with. If you do, we may charge an introduction fee equal to the price of 12 weeks of the cleaning you had with us, to cover the cost of finding and vetting that cleaner. This doesn’t apply to a cleaner you already used before we introduced them to you.
Changing or cancelling a booking
- You can change or cancel a booking by contacting us. Your quote sets out how much notice we need and any charge for late cancellation or if we can’t get in at the agreed time.
- You can stop regular cleaning at any time by giving us the notice set out in your quote.
- If we need to reschedule, for example because of illness, we’ll tell you as soon as possible and offer another time. You won’t be charged for a clean we don’t carry out.
- These arrangements are in addition to your legal right to cancel, explained below.
Your legal right to cancel (consumers)
If you’re a consumer and you booked online, by email or by phone, you have a legal right to cancel within 14 days of the day your booking is confirmed, without giving a reason.
- If your clean is booked for after the 14 days, you can cancel within the 14 days and pay nothing.
- If you ask us to clean within the 14 days, you can still cancel, but you’ll pay for the cleaning carried out up to the point you tell us you’re cancelling.
- Once a clean you asked us to carry out within the 14 days has been fully completed, you lose the right to cancel that clean.
To cancel, tell us clearly by email to info@liteworkservices.co.uk, or use our cancellation form. You don’t have to use the form. If you’ve paid in advance, we’ll refund you within 14 days of being told you’re cancelling, using the same payment method.
If something isn’t right
We carry out every clean with reasonable care and skill. If you’re not happy with any part of a clean, please tell us as soon as possible, ideally within 24 hours and with photos, so we can check while it’s fresh. We’ll arrange to come back and put it right at no extra cost. If we can’t put it right, you may be entitled to a price reduction.
Damage and our responsibility
- Please tell us about any damage or breakage as soon as you notice it. We’ll look into it straight away.
- We’re responsible for loss or damage caused by our failure to use reasonable care and skill, where that loss or damage was foreseeable.
- We’re not responsible for existing damage or wear and tear, for items that fail because of an existing fault, or for damage caused by following your instructions or using products you provided, unless we were careless.
- We don’t limit or exclude liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.
- Business customers: we’re not liable for loss of profit, business or revenue, and our total liability for any clean is limited to the price paid for it, except where the law doesn’t allow this.
Complaints
If you have a complaint, please see our complaints procedure.
Changes to these terms and the law that applies
We may update these terms from time to time. The version that applies to your booking is the one in place when your booking was confirmed. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can bring proceedings in your local courts.