Terms & Conditions
The terms on which we provide our cleaning services.
Quotes and prices
Your instant quote is based on the bedrooms, bathrooms, service type and any extras you select, and is fixed for that booking — no on-the-day add-ons beyond what you agree to. For custom or commercial work we'll send a tailored quote instead. If the property differs materially from what was described, we'll contact you before starting with a revised price, and you can accept it, reduce the scope, or cancel free of charge. Quotes are valid for 30 days.
We cover Crawley & West Sussex and Birmingham; a travel supplement applies outside each area's central postcodes, shown before you book. Same-day or next-morning bookings carry an urgency supplement (calculated per bedroom and bathroom, £40 minimum), also shown before you confirm. Prices are reviewed annually; recurring customers get 30 days' written notice of any change.
Bookings
A booking is only confirmed once you have a written confirmation from us — a verbal conversation isn't binding. We may decline or cancel a booking for reasons of capacity, safety, or where the job falls outside what we offer. We aim to arrive within 30 minutes of the agreed time and will contact you if we're running later. For recurring cleans we do our best to send the same cleaner each time.
You have a 14-day statutory right to cancel under the Consumer Contracts Regulations 2013. If you ask us to start work within that 14-day window, you may still be charged for work already done, and the right is lost once the service has been fully performed at your request.
Payment
End of tenancy, deep, Airbnb, HMO and commercial cleans are paid at booking, or your card is securely saved and charged on completion. Your first regular house clean can be booked without payment details, but a Direct Debit mandate is required before your second visit; recurring cleans are then collected by Direct Debit within 3 working days of each completed visit. We accept card and bank transfer only — we do not take cash, and our cleaners are not permitted to take payment directly. Invoices are due within 7 days; a £25 admin charge plus statutory interest applies after 14 days overdue, and bookings may be suspended until settled. We are not VAT registered — the prices shown are the total payable.
Recurring bookings
Weekly, fortnightly and monthly schedules get a standing discount of 15%, 10% and 5% respectively on the base clean. The schedule continues until either side gives 14 days' written notice. You can skip a single visit free of charge with at least 24 hours' notice; skipping two or more visits in a row may end the schedule and its discount. Discounts don't combine with each other or with other offers, and only apply to the base clean, not extras.
Our First Clean Half Price offer is for new customers only, one per property, on a new weekly or fortnightly schedule, and applies to the first visit only (later visits are at the standard recurring rate). It requires a minimum of 3 completed cleans — if the schedule is cancelled before the third clean, the discount becomes payable. It can't be combined with other offers, and we can withdraw it at any time (any booking already confirmed is honoured).
Extras and add-ons
Extras such as oven, fridge/freezer, internal windows, inside cupboards, carpet cleaning, ironing, and balcony/patio cleaning are charged at our published add-on prices and can be selected at booking. If you'd like something adding on the day, your cleaner will send you a written request through us — it must be approved and paid for before work begins, and nothing is ever added to your bill afterwards. This is subject to time being available; otherwise we'll offer it as a separate booking. The following are always quoted separately and aren't part of any standard service: washing up, laundry, decluttering, rubbish removal, exterior windows, mould remediation, biohazard cleaning, and post-construction cleaning.
Cancellations, access and no-shows
More than 24 hours' notice: no charge, free reschedule. Less than 24 hours' notice: 50% of the price. We can't get in: full price. You're late letting us in: full price, and we clean for whatever time remains. Property unsafe or unfit to clean (no water/power, hazards, an unsecured animal): up to 100%. If we cancel: nothing is due and you get a full refund or a free reschedule.
Please arrange safe access — a key, lockbox, or someone present — and confirm it the day before, not the morning of. Any key we hold is stored under a coded reference with no address attached, and returned on request or when your bookings end.
End of tenancy
Our end of tenancy price assumes an empty property with water and electricity connected; if that's not the case we'll re-quote or need to rebook. It includes our Deposit-Back Bundle — the oven interior and internal windows — because these are the two areas letting agents check most often. Carpet and upholstery cleaning is a separate service, not included. If your landlord or agent flags an issue within 72 hours, we'll return free of charge, provided the property has remained empty since our visit. We can't guarantee your deposit is returned (that's the landlord or agent's decision on other grounds), and we can't restore pre-existing damage, wear or staining.
Our guarantee and complaints
Please report any issue within 24 hours of the visit (72 hours for end of tenancy), with photos of the area. A valid complaint gets a free re-clean, normally within 48 hours. Before-and-after photos are taken on every clean, kept for 90 days, and shared with you on request. Complaints made after the notice period are still looked at, though harder to establish. Where a re-clean can't resolve things, we'll consider a partial or full refund.
What we ask of you
Please secure cash, jewellery, medication and documents before we arrive — our cleaners are asked not to handle these at all — and secure any pets. Let us know about anything fragile or irreplaceable, specialist surfaces (marble, stone, unsealed wood), or product allergies, and about any hazards (loose flooring, faulty sockets, a broken stair, damp or mould). Lock any room you'd rather we skipped — no explanation needed — and clear surfaces and floors where you can.
Liability and insurance
We hold public liability insurance. Please report accidental damage in writing within 24 hours, with photos. We're not liable for pre-existing damage or wear, fittings that were already failing, undisclosed hazards or fragile/specialist items, or the result of using products you supplied yourself. Our liability for any one claim is capped at the value of the clean, unless our insurer settles for more. Nothing here limits liability that can't lawfully be limited (including death or personal injury caused by our negligence, or fraud), and your statutory rights aren't affected.
Our cleaners
All our cleaners are self-employed, identity-checked, right-to-work verified, DBS-checked and referenced before they take a booking. They bring their own products and equipment — using your own products instead voids our liability for the result. Engaging one of our cleaners directly, outside Royce, within 12 months of their last visit to you is a breach of these terms, carrying a fee equal to 3 months of your booking value; any such work isn't covered by our insurance or guarantee.
Your data
We hold your contact details, address, access notes, booking history and job photos (kept 90 days as a quality record), and we're ICO registered. We do not sell your data or share it for marketing — it's shared only with the cleaner attending your booking and our payment provider. You can request access to or deletion of your data by email; we respond within 30 days, subject to what we're required to keep by law.
General
These terms may be updated from time to time; the version in force when you booked applies to that booking, and recurring customers are given notice of material changes. These terms are governed by the law of England and Wales. If any part of these terms is found unenforceable, the rest continues to apply.
Contact
Royce Cleaning Services Ltd — 07553 025997 · info@roycecleaning.co.uk · roycecleaning.co.uk. Registered in England & Wales, company no. 17301573.