Vye’S CLEANING
Terms & Conditions
Effective Date: 01/03/2026
About Vye’s Cleaning:
Vye’s Cleaning is a sole trader business providing domestic and specialist cleaning services across Dorset and Hampshire.
By booking a service, you agree to the following Terms & Conditions.
Quotations:
All quotations are provided based on the information given at the time of enquiry.
If the condition of the property differs significantly from what was described, the final price may be adjusted accordingly. Any changes will be discussed before continuing.
Booking Deposit:
A non-refundable booking deposit of £20.00 is required to secure an appointment.
The deposit must be paid prior to confirmation of the booking and will be deducted from the total agreed service cost.
As appointment times are reserved specifically for each client, the booking deposit is non-refundable in the event of cancellation or failure to provide access.
If Vye’s Cleaning cancels the appointment, the deposit will be refunded in full or transferred to a mutually agreed alternative date.
Cancellations & Rescheduling:
Cancellations or rescheduling requests must be made at least 48 hours prior to the confirmed booking time.
Cancellations made with less than 48 hours’ notice may result in the remaining balance becoming payable, as the time slot has been reserved and other bookings declined.
Payment Terms:
The remaining balance (total cost minus deposit) is due on the day of service unless otherwise agreed in writing.
Late payment may result in future bookings being declined.
Payment Methods
Payment can be made via bank transfer, cash, or other agreed electronic payment method.
The remaining balance (after deposit) is due on the day of service unless otherwise agreed in writing.
For commercial clients, payment terms may be agreed in advance and confirmed in writing.
Vye’s Cleaning reserves the right to withhold future bookings where payment has not been received.
Minimum Booking Time:
For regular domestic cleaning, a minimum booking time of two hours per visit applies.
Access to Property:
The client must ensure safe and suitable access to the property at the agreed time.
If access cannot be gained at the scheduled time, this may be treated as a late cancellation and may be chargeable.
Cleaning Standards & Limitations:
Every effort is made to provide a high standard of cleaning.
However, results may vary depending on:
• Age and condition of surfaces
• Pre-existing damage
• Permanent staining
• Heavy build-up or wear
Vye’s Cleaning cannot guarantee the removal of permanent stains, mould damage, limescale etching, or deterioration caused over time.
Damage & Liability:
Cleaning is carried out with care and professionalism.
In the unlikely event of accidental damage, this must be reported within 24 hours of the service.
Liability is limited to the value of the service provided.
Vye’s Cleaning is not responsible for:
• Pre-existing damage
• General wear and tear
• Items not securely fitted
• Faulty fixtures or fittings
Refund Policy:
Domestic Client's (Including Deep & Specialist Cleans)Due to the time-based and labour-intensive nature of cleaning services, including deep and specialist cleans, refunds are not provided once a service has been completed, except where required under the Consumer Rights Act 2015.
Clients are required to inspect the work before the cleaner leaves the property. Any concerns must be raised at that time so they can be addressed immediately.
Once the cleaner has left the premises, the service will be considered accepted and complete.
If an issue directly relating to the agreed scope of work is identified after completion, it must be reported within 24 hours of the service.
Vye’s Cleaning will review the concern and, where appropriate, offer a reasonable resolution. This does not affect the client’s statutory rights.
Commercial Clients (Agencies, Landlords, Housing Associations & Local Authorities)
For commercial and agency bookings, any concerns must be raised within the agreed contractual timeframe.
Where a concern directly relates to the agreed cleaning specification, this may be reviewed and reasonably assessed.
Refunds are not automatically provided. Any resolution will be considered based on the original scope of work and supporting evidence.
Health & Safety:
Vye’s Cleaning provides services in sensitive and complex environments, including hoarding and properties requiring significant support.However, services will not be carried out in environments that present unmanaged health and safety risks beyond current training and insurance cover.
This includes:
• Active biohazards (such as bodily fluids or sharps)
• Hazardous waste
• Severe infestations
• Structural safety risks
Photographic Evidence:
Cleaning will not be carried out in environments deemed unsafe. Vye’s Cleaning reserves the right to pause or decline work where conditions present a serious safety risk.
Behaviour:
Respectful and appropriate behaviour is expected at all times.
Vye’s Cleaning reserves the right to leave a property if inappropriate, threatening, or abusive behaviour occurs.
Photographic Evidence:
Vye’s Cleaning may take photographs before and after services for documentation, quality assurance, and protection against disputes.
Photographs are used for internal records and insurance purposes only and will not be published or shared publicly without written consent.
Insurance:
Vye’s Cleaning holds appropriate public liability insurance.
Proof of insurance can be provided upon request.
Changes to Terms:
These Terms & Conditions may be updated from time to time. The most recent version will always be available on the website.