Terms of service

About these terms

These terms apply to cleaning services provided by Luxaira Services Ltd ("we", "us"). By booking a clean you agree to them. Business customers may also have a separate written agreement, which takes priority.

Quotes and bookings

Quotes are based on the information and photos you provide. Hourly cleans are booked as a fixed block of time. If a job needs more time than agreed, we'll ask you before continuing. A booking is confirmed once we've confirmed it in writing and, where applicable, received your deposit.

Payment

Regular cleans are paid by Direct Debit after each visit. One-off, deep and end-of-tenancy cleans require a 25% deposit to book, with the balance due on completion. Business invoices are payable within 14 days.

Cancellations

You can cancel or rearrange free of charge with at least 48 hours' notice. Cancellations with less than 48 hours' notice may be charged at 50% of the booked price. If we can't get in at the agreed time (for example, no key or no one home), we may charge the full price.

Your right to cancel

If you book online, by phone or by email, you have 14 days to cancel without giving a reason. If you ask us to start within those 14 days, you agree to pay for any work already carried out if you then cancel.

Access, safety and pets

Please make sure we have safe access, working water and electricity, and that pets are secured where needed. We may decline tasks we consider unsafe, such as work at height, hazardous waste or biohazards.

If something isn't right

Please tell us within 48 hours, with photos if possible. If an item on the agreed checklist was missed, we'll return to put it right free of charge.

Damage and liability

We take great care and hold public liability insurance. Please report any damage within 48 hours. We are not responsible for pre-existing damage, wear and tear, items that are not secure or fit for purpose, or loss caused by inaccurate information given to us. Nothing in these terms limits liability that cannot be limited by law.

Keys

Keys are coded and stored securely and never labelled with your address. We'll return keys on request or when our service ends.

Our staff

To protect our business, please do not engage any of our cleaners directly for 6 months after their last visit without our agreement. A placement fee may apply.

Price changes

We review prices annually and will give regular customers at least 30 days' notice of any change.

Contact

Questions or complaints: hello@luxairaservices.co.uk. These terms are governed by the law of England and Wales.