TERMS & CONDITIONS

(Updated – Ilfracombe Dustbusters)

Updated: November 2025

1. Introduction

These Terms & Conditions form the agreement between Ilfracombe Dustbusters (“we”, “us”) and the client (“you”).
By booking a service, requesting a quote or confirming a site visit, you agree to these terms.

We aim to deliver a friendly, reliable and professional cleaning service for domestic, commercial, holiday-let and specialist clients across North Devon.

2. Services We Provide

We offer the following services:

  • Standard domestic cleaning

  • Deep cleaning (minimum 4 hours)

  • Seasonal cleaning (minimum 3 hours)

  • Builders & sparkle cleans

  • Holiday-let & Airbnb turnovers

  • End of tenancy cleaning

  • Office & commercial unit cleaning

  • Residential block / communal area cleaning

  • Contract cleaning

  • One-off and specialist cleaning

  • Site visits for quotes, tenders and bids

Services are carried out based on availability, property condition and details provided at booking.

3. Booking & Scheduling

3.1 Online bookings

Bookings made through our online system require accurate information including:
property size, type, condition, access details and a priority list.

3.2 Minimum booking times

  • Standard Clean: 2 hours

  • Deep Clean: 4 hours minimum

  • Seasonal Clean: 3 hours minimum

  • Builders / Specialist cleans: quoted individually

3.3 Arrival times

Arrival times operate within a time window due to job duration variations and travel between North Devon locations.

3.4 Commercial & contract bookings

Commercial cleans may require:

  • A site visit

  • A formal quote

  • A Schedule of Rates (SOR)

  • Contract terms

4. Access to Property

You must ensure we can access the property at the agreed time.

4.1 No-access

If access is not possible (wrong key code, faulty lock, blocked entrance, etc.), a no-access fee equal to 1 hour of labour may apply.

4.2 Pets

We are happy to work in homes with non-aggressive pets.
Pets must be secure inside the property or in a safe, secure garden.

If requested, we can let pets into the garden; however:

  • We cannot accept responsibility for pets escaping or being harmed

  • We do not handle animal waste

  • Aggressive or unpredictable pets must be secured beforehand

5. Pricing & Quotes

5.1 Domestic cleaning

Domestic cleans are charged at the hourly rate shown at the time of booking.

5.2 Services requiring quotes

The following require a tailored quote:

  • Builders cleans

  • Sparkle cleans

  • Offices & commercial spaces

  • Communal area cleaning

  • Large holiday-let turnovers

  • Contract cleaning

  • Specialist tasks

Pricing is based on property size, condition, labour hours, equipment and access.

5.3 Schedule of Rates (SOR)

For tenders, bids and ongoing contracts, we may supply a Schedule of Rates, outlining itemised pricing.

5.4 Changes in scope

If the job differs from the description provided, we reserve the right to amend the price.

6. Payment Terms

6.1 Domestic clients

  • Payment is due at the time of service, unless paid online in advance.

6.2 Online bookings

Online bookings must be paid at checkout.

6.3 Commercial clients

Payment terms are agreed individually (default 14 days).

6.4 Late payments

Late payments may incur a fee.

7. Client Responsibilities

You agree to:

  • Provide accurate booking information

  • Declare hazards such as sharp objects, infestations, biohazards, mould or unsafe areas

  • Ensure water and electricity are available

  • Provide safe working conditions

  • Secure valuable or fragile items

  • Keep pets non-aggressive and secured

7.1 Tidy-home requirement

We require the home to be in a reasonably tidy condition so our cleaners can begin work safely and effectively.
Excessive clutter, dirty dishes, laundry piles or significant untidiness may reduce what can be completed within the booked time and may require additional time at an extra cost.

8. What’s Not Included

Unless otherwise stated in a promotion or special offer, the following are not included in standard or deep cleans:

  • Inside ovens

  • Inside fridges/freezers

  • Inside cupboards

  • Exterior windows

  • Rubbish or waste removal

  • Moving heavy furniture

  • Carpet or upholstery cleaning

  • Biohazard cleaning

  • Mould removal

  • High-level cleaning requiring ladders

  • Decluttering or organisation

These can be quoted separately.

8.1 Oven Cleaning Limitations

We provide general oven cleaning as an additional cleaning service, however we are not a specialist oven cleaning company.
Therefore:

  • We do not dismantle ovens beyond safe, basic components (shelves/trays).

  • We cannot guarantee the removal of heavy carbon deposits, burnt-on residue, or long-term blackened build-up.

  • Extremely soiled or neglected ovens may require a dedicated specialist oven cleaning service.

  • We reserve the right to decline oven cleaning if the appliance is unsafe, excessively soiled, damaged, or requires specialist tools or chemicals beyond our standard cleaning products.

Oven cleaning may require additional time, which will be quoted separately.

9. 24-Hour Free Re-Clean Guarantee

If you are dissatisfied with any part of your clean:

  1. Report the issue within 24 hours

  2. Provide photos of the missed area(s)

  3. We will return and re-clean free of charge

This guarantee does not apply where:

  • The booked time was insufficient

  • The property was misdescribed

  • Areas were inaccessible

  • Issues relate to heavy limescale, mould, damage or wear

  • Work requested was outside the booked service

We do not offer refunds; the resolution is a free re-clean.

10. Cancellations & Changes

10.1 Domestic bookings

  • More than 24 hours: no charge

  • Less than 24 hours: 50% fee

  • Same day: full fee

10.2 Commercial bookings

Terms provided at quoting stage.

11. Builders Cleans, Construction Sites & Cancellations

Builders cleans often depend on contractor schedules, which may change frequently.
To protect our business, the following cancellation fees apply:

11.1 Cancellation Fees

  • More than 48 hours: no charge

  • Within 48 hours: £75 cancellation fee

  • Same-day cancellation: £100 cancellation fee

11.2 Repeated Rescheduling

If a plot or site repeatedly changes dates (more than 2 times), a £50 standby fee applies for each reserved slot.

11.3 Empty Diary Protection Fee

If a site cancels a reserved block of days leaving us unable to rebook the time, we reserve the right to charge an Empty Diary Fee of £100 per reserved day.

11.4 No liability for construction delays

We are not responsible for delays caused by contractors, trades, site access or project overruns.

We may refuse future dates if schedule instability continues.

12. Liability

We hold insurance for accidental damage caused during cleaning.

We are not liable for:

  • Pre-existing damage

  • Fragile or loose fittings

  • Wear and tear

  • Poor paintwork

  • Appliance failure

  • Ingrained dirt, stains, mould or limescale

  • Items not declared as fragile

  • Damage caused by unsafe areas or instructions

13. Complaints

We take complaints seriously.
Please report any concerns within 24 hours so we can resolve them quickly and professionally.

14. Sole Trader Information

Ilfracombe Dustbusters is operated by:
Kelly Raveney – Sole Trader
Trading as Ilfracombe Dustbusters
Ilfracombe, North Devon