Booking Policy

1. Booking Confirmation

All bookings are confirmed only after we receive:

  • full address,
  • preferred date and time,
  • details about the property,
  • photos and/or videos of the areas that need cleaning,
  • and the required deposit.

    • Sending a message does not automatically secure your slot.Your appointment is considered booked only once the deposit has been paid and confirmation has been sent by us.

    2. Pricing & Quotes

    All prices given before seeing the property are estimated prices.

    The final price may change depending on:

  • property size,
  • condition of the property,
  • level of dirt / build-up,
  • amount of clutter,
  • pet hair,
  • mould,
  • grease,
  • number of rooms / bathrooms,
  • and any additional services requested on the day.
  • or inaccurate / incomplete information provided before the booking.

    • If the condition of the property is different from what was described in advance, we reserve the right to:

  • adjust the price accordingly,
  • reduce the tasks included,
  • reschedule the appointment to a later date,
  • or cancel the appointment if necessary.

    • Deep cleans, end of tenancy cleans, hoarding, mould, heavy grease, after-builders type dirt, and heavily neglected properties may require inspection first.

    3. Deposit Policy

    A non-refundable deposit is required to secure any booking.

    Deposit amount:

  • from £35 and above, depending on the type of work, property size, condition, and time reserved.

    • The deposit:

  • secures your appointment slot,
  • is deducted from the final bill on the day of the clean.

    • No booking is reserved without deposit.

    If a larger job requires more time to be blocked out, we may request a higher deposit.

    4. Cancellation Policy

    If you cancel, the following rules apply:

  • More than 48 hours before appointment: deposit remains non-refundable, but may be transferred once at our discretion.
  • Within 48 hours of appointment: deposit is lost.
  • Within 24 hours of appointment: deposit is lost and additional charges may apply if we blocked a large slot for your booking.
  • Same-day cancellation / no answer / no access: full service fee may be charged.

    • Repeated cancellations may result in refusal of future bookings.

    5. Rescheduling Policy

    If you need to reschedule, please inform us as early as possible.

    We will always try to help, but:

  • rescheduling is subject to availability,
  • deposits are transferable only at our discretion,
  • repeated rescheduling may require a new deposit,
  • last-minute changes may lead to deposit loss.

    • 6. Access to Property

    The client must ensure we have safe and timely access to the property at the agreed time.

    If we cannot enter due to:

  • no answer,
  • no keys,
  • wrong address,
  • access issues,
  • locked gates / entry problems,
  • or the client not being present when required,

    • the booking may be treated as a late cancellation / no access appointment, and the deposit will be lost. Additional charges may also apply.

    Waiting time may be charged if we are delayed by access problems not caused by us.

    7. Condition of Property

    Clients must provide honest and accurate information before the booking.

    If the property contains:

  • excessive clutter,
  • heavy soiling,
  • mould,
  • hoarding conditions,
  • strong odours,
  • bodily fluids,
  • pest activity,
  • unsafe flooring,
  • aggressive pets,
  • or anything hazardous,

    • this must be disclosed in advance.

    Failure to disclose the true condition of the property may result in:

  • adjusted pricing,
  • stopping the service,
  • or refusal to continue without refund of deposit.

    • 8. What Is Included / Not Included

    A Standard Clean is intended for regular maintenance cleaning and does not cover heavy build-up or neglected properties.

    A Deep Clean and End of Tenancy Clean are more detailed, but some tasks may still be charged separately.

    Unless clearly agreed in advance, the following are not automatically included:

  • oven cleaning,
  • fridge cleaning,
  • interior window cleaning,
  • inside cupboards / cabinets,
  • carpet shampooing,
  • upholstery cleaning,
  • heavy pet hair removal,
  • mould removal and treatment,
  • limescale restoration,
  • wall washing,
  • external areas,
  • rubbish removal,
  • dishwashing,
  • laundry / ironing,
  • or organisation / decluttering services.

    • These can be added as extra services where available.

    9. Time-Based Expectations

    Cleaning times are approximate and can vary depending on the actual condition of the property on arrival.

    We do not guarantee a fixed finishing time when:

  • the job is larger than expected,
  • the property is dirtier than described,
  • there is clutter,
  • access is delayed,
  • or extra tasks are added on the day.

    • 10. Extra Work on the Day

    If extra work is requested on the day, we will do our best to help, but it is subject to:

  • availability of time,
  • staff capacity,
  • and may require an additional charge.

    • Extra tasks will only be carried out if agreed by both sides.

    11. Payment Terms

    Full payment is due on the day of the clean, immediately after the service is completed, unless agreed otherwise in writing.

    Accepted payment methods:

  • bank transfer,
  • cash,
  • or any other method you choose to accept.

    • Late or refused payment may result in:

  • refusal of future bookings,
  • admin / recovery action,
  • and the client being permanently removed from our booking list.

    • 12. Refund Policy

    We do not offer refunds for:

  • issues not reported on the same day,
  • staining / wear that cannot be removed,
  • pre-existing damage,
  • old permanent marks,
  • results limited by the condition / age of the property,
  • or tasks outside the agreed service.

    • If you have any concerns, they must be reported on the same day, ideally before or immediately after we leave, with photos where possible.

    We will review genuine complaints fairly and, where appropriate, may offer a touch-up, partial solution, or another reasonable resolution at our discretion.

    13. Satisfaction Policy

    Please inspect the property as soon as possible after the clean.

    Any concerns must be reported promptly on the same day.

    Once a reasonable opportunity to inspect has passed, the service will be considered accepted.

    We are not responsible for complaints raised after the property has already been used again by occupants, guests, tenants, pets, or other cleaners.

    14. Valuables & Breakages

    Please secure or remove:

  • cash,
  • jewellery,
  • fragile items,
  • sentimental valuables,
  • and any irreplaceable belongings before we arrive.

    • While we always work with care, accidental damage must be reported within 24 hours with supporting photos.

    We are not responsible for damage caused by:

  • unstable furniture,
  • poor fittings,
  • already damaged items,
  • worn surfaces,
  • faulty fixtures,
  • or items not properly secured.

    • 15. Health & Safety

    For safety reasons, we do not handle:

  • biohazards,
  • sharp objects,
  • blood,
  • human or animal waste,
  • pest infestations,
  • unsafe mould exposure,
  • dangerous chemicals,
  • or any unsafe environment.

    • If we believe a property is unsafe, we reserve the right to:

  • stop work immediately,
  • leave the property,
  • reschedule,
  • or cancel the appointment without refund.

    • 16. Pets

    Pets must be secured where necessary, especially if they may interfere with cleaning or create unsafe conditions.

    We are not responsible for escaped pets caused by unsafe doors, faulty gates, or the client’s instructions.

    Heavy pet hair or pet-related cleaning must be declared in advance, as extra charges may apply.

    17. Photos & Videos

    We may request photos/videos before the booking for quoting and planning purposes.

    We may also take before/after evidence for internal records in case of disputes, complaints, safety concerns, or proof of condition.

    Client privacy is respected, and no identifiable content will be publicly shared without permission.

    18. Right to Refuse Service

    We reserve the right to refuse or stop a service if:

  • the property is unsafe,
  • there is harassment, abuse, or disrespect,
  • the actual condition is far worse than described,
  • payment terms are not respected,
  • access is not provided,
  • or the requested job is outside what was agreed.

    • In such cases, the appointment may be cancelled without refund, and the client may be permanently removed from our booking list.

    19. Changes to Policy

    By booking with B&E Sparkle Cleaning, the client confirms that they:

  • understand these policies,
  • accept the deposit terms,
  • accept that final pricing may change if the property differs from what was described,
  • and agree to respectful, fair communication on both sides.