124-Hour Satisfaction Guarantee
Customers must inspect the property following completion of the service and notify H&A Cleaning of any concerns within 24 hours of completion.
Where reasonably possible, complaints should be supported by clear photographs or videos showing the specific areas requiring further attention.
Concerns reported outside the 24-hour period may be more difficult for us to verify, particularly where the property has subsequently been occupied, used, altered or accessed by other persons.
Nothing in this section limits any statutory rights that cannot lawfully be restricted.
2Payment
Full payment is required in advance, before the scheduled cleaning service begins, unless a different arrangement has been expressly agreed in writing by H&A Cleaning.
Payment is made by bank transfer or by secure payment link, as confirmed at the time of booking.
Your fixed price is agreed before the service takes place, so there are no hidden charges and nothing further to pay on the day.
A booking is only confirmed once payment has been received in full. Where full payment has not been received, H&A Cleaning reserves the right to postpone or decline to carry out the service.
This does not affect your statutory rights, including any right to a remedy where a service has not been carried out with reasonable care and skill.
3Rectification First
H&A Cleaning operates a rectification-first policy.
Where we determine that an area included within the confirmed scope of works has genuinely been missed or has not been completed to the required standard, H&A Cleaning will normally be given a reasonable opportunity to return and rectify the affected area(s) at no additional cleaning charge to the customer.
A complaint does not automatically entitle a customer to a refund or price reduction where the issue can reasonably be rectified.
4Return Cleaning Team
H&A Cleaning reserves the right to determine which suitably qualified and available cleaner or cleaning team is assigned to a rectification visit.
Depending on the circumstances, this may be the original cleaner/team or an alternative cleaner/team.
We will take reasonable customer concerns into consideration when allocating a return visit. However, customers cannot automatically require a particular individual cleaner or team unless this has been expressly agreed by H&A Cleaning.
If a customer refuses reasonable access or declines a reasonable offer of rectification, this may be taken into consideration when assessing any subsequent request for a price reduction or other remedy, subject to the customer’s statutory rights.
5Male/Female Cleaner Requests
Requests for a male-only or female-only cleaner/team must be made before the booking is confirmed.
Such requests are subject to availability and must be expressly confirmed by H&A Cleaning.
Where no gender preference was agreed when the booking was made, H&A Cleaning cannot guarantee that a subsequent service or rectification visit will be carried out by a cleaner of a particular gender.
A preference raised after completion of the original service does not retrospectively become part of the original booking requirements.
6Confirmed Scope of Works
Our service is based on the confirmed scope of works provided to the customer before the clean.
Our rectification guarantee applies to services and areas included within that confirmed scope.
Services, areas, treatments or specialist cleaning methods that were not included within the confirmed booking cannot subsequently be treated as work that H&A Cleaning failed to perform.
Customers should therefore review their booking confirmation and scope of works carefully before the service takes place and notify us of any required amendments.
7Specialist Cleaning Methods
Where a customer requires a particular specialist cleaning method or treatment, this must be expressly requested and agreed before the service.
For example, professional carpet cleaning does not automatically constitute an agreement to provide a particular method such as steam cleaning unless that method has specifically been confirmed as part of the booking.
H&A Cleaning will provide the service and method stated within the confirmed scope of works.
8Carpet & Upholstery Cleaning
Results from professional carpet and upholstery cleaning vary depending on factors including the material, age, condition, previous treatment, staining, wear and the nature of the contamination.
While every reasonable effort will be made to achieve the best possible result, H&A Cleaning cannot guarantee the complete removal of every stain, mark, odour, discolouration or pre-existing condition.
9Refunds & Price Reductions
H&A Cleaning operates a rectification-first approach rather than an automatic refund policy.
Where a genuine service issue can reasonably be corrected, H&A Cleaning will normally first offer repeat performance or rectification.
Where rectification is not possible or another remedy is appropriate, any price reduction will be assessed proportionately according to the affected element of the service and the circumstances of the complaint, including work that was satisfactorily completed.
A complaint concerning one room, area, item or component of a service does not automatically mean that the remainder of the service has failed.
H&A Cleaning does not voluntarily provide full-service refunds where a service has been substantially performed merely because part of the service requires further attention.
Nothing in this policy excludes or restricts any remedy that H&A Cleaning is legally required to provide under applicable consumer law.
10Refusal of Rectification
Where H&A Cleaning offers a reasonable opportunity to rectify a substantiated issue, customers should provide reasonable access to the property to enable us to do so.
If a customer chooses not to allow H&A Cleaning a reasonable opportunity to inspect or rectify the reported issue, this will be taken into consideration when assessing what further resolution, if any, is appropriate, subject to applicable consumer law.
Refusing a particular cleaner or team does not automatically create an entitlement to a refund.
11Deep Cleaning Expectations
Deep cleaning is intended to provide a more detailed and intensive clean than a standard domestic cleaning service.
However, a deep clean does not constitute restoration, repair or renovation of a property.
Results may be affected by the property’s condition, level of build-up, permanent staining, deterioration, damage, limescale, mould, discolouration, wear and tear and other pre-existing conditions.
H&A Cleaning cannot guarantee that permanent or irreversible conditions will be removed through cleaning.
12Additional or Unbooked Work
Any work requested during or following the appointment that falls outside the confirmed scope may be treated as an additional service and may incur an additional charge.
Customers should not assume that an additional area, appliance, item, specialist treatment or cleaning method is included unless it appears within the confirmed scope of works.
13Evidence & Assessment of Complaints
H&A Cleaning reserves the right to reasonably investigate a complaint before determining the appropriate resolution.
We may request photographs, videos or other information showing the areas of concern and may compare these against the confirmed scope of works and any photographs or records taken by our cleaning team.
This allows us to distinguish genuine missed work from pre-existing damage, permanent conditions or services that were not included within the booking.
14Our Commitment
Where something genuinely included within the agreed service has been missed, we will work to put it right.
Our aim is to resolve genuine quality concerns through prompt rectification while ensuring that complaints are assessed fairly against the service that was actually booked and performed.
This policy does not affect your statutory rights.
Need to report a concern?
Please get in touch within 24 hours of your clean, with clear photos or video of the areas that need attention, and we’ll arrange a rectification visit.