Welcome to Ilfracombe Dustbusters - Our Service Agreement

10/7/2025

We're delighted you've chosen Ilfracombe Dustbusters for your cleaning needs. These terms and conditions outline our commitment to providing you with a reliable and high-quality service.

By using our services, whether booked by phone, text, email, our website, or a third-party platform, you agree to the following terms and conditions:

Our Services

• Regular Home Cleaning:

• To ensure uninterrupted service, please make weekly payments promptly. We may need to pause cleaning services if payments are missed or if we haven't received your initial booking form. We kindly ask that payments be made weekly upon receipt of your invoice, unless we've agreed on alternative arrangements.

• Our minimum booking is two hours per visit.  We'll provide an estimated time for your cleaning based on your home's description. Your cleaner will let you know if more or less time is needed for future visits.  

• For your first visit, please provide a priority list of tasks and leave it in the kitchen or other location if agreed beforehand, if booking online please ensure you leave a list on the online application in the relevant areas, should the list of priorities change then leave a updated version on the kitchen side should you not be present.  Be mindful of the time you have allocated should you wish to book more time please contact us by giving at least 48 hours notice.  Unless pre-arranged, our cleaners won't clean inside cupboards or inside appliances like fridge, or cooker - This can be arranged, please contact us. 

• Please inform us about any special surfaces that require specific cleaning products. If needed, please provide these products.

• If you prefer eco-friendly cleaning products then please have them readily available for the cleaners arrival.  (This question will be asked in the online booking form).  To maintain clear communication, please contact Ilfracombe Dustbusters directly for any inquiries or changes, not the cleaner.

• Cleaning times are approximate. Please double-check your email and text confirmations. We'll notify you of any necessary rescheduling. If the new time isn't suitable, please let us know immediately to avoid potential charges.

• Please provide us with any necessary alarm deactivation/activation instructions.  We won't be responsible for triggering alarm systems.  Be sure to provide us with any keys or key-safe number & changes made, we will not be held liable should you have any issues with your key-safe or alarm systems, however should any issues arise we will contact you.

One-Off and Spring Cleaning:

• We may need to adjust the initial quote if your cleaning requirements change.

• Our minimum booking is two hours.

• Please provide a priority list of tasks. We'll work through them in the time allocated.

• Please let us know if you don't have a vacuum or mop available. We require all client-provided equipment to be safe and in good working order.

• If you prefer Eco-friendly cleaning products please make them available.  These items need to be suitable for the job at hand.

• We'll provide an estimated cleaning time, but please allow for flexibility as times may vary.

• We'll do our best to complete your priority list, but we can't guarantee all tasks will be finished.

• For homes that haven't been cleaned in a while, we recommend a deep clean.

• We don't offer refunds.

• Please inform us about any special surfaces that require specific cleaning products. If needed, please provide these products.

• Let us know if there are any items you'd prefer we don't clean.

• Please check your confirmations, and let us know immediately if a time change is not suitable, otherwise you maybe charged.

Holiday Home Changeover Cleans:

• We may need to adjust the initial quote if your cleaning requirements change.

• A £20 charge applies for key collection from a location other than the cleaning property - this covers time, and petrol.

• Holiday home cleans are quoted at a set rate, regardless of duration or occupancy.

• Extra charges may apply for excessive pet hair.

• We don't offer refunds, but we'll return to re-clean any unsatisfactory areas.

• Any issues must be reported with picture or video evidence within 24 hours of the clean.

• We accept complaints over the phone, email, or text.

• Please confirm all booking details, including guest departure times.

• Changeover cleans are scheduled between 10 am and 4 pm. 

• Please clearly label any linens or soft furnishings, and provide 2 strong linen bags one for clean and one for dirty laundry.  Please ensure these are cleary labled. We're not liable for damage or loss.

• We expect linen, towels etc to be updated when required by the owners of the property.

• We value our team. To ensure fairness, we ask that you refrain from directly hiring any current or former Ilfracombe Dustbusters cleaners.

Commercial Cleans:

• We may need to adjust the initial quote if your cleaning requirements change.

• A £15 charge applies for key collection from a location other than the cleaning site, this is subject to change depending on location.

• We offer a 100% customer satisfaction guarantee.

• Any issues must be reported within 24 hours of the clean.

• We require all client-provided equipment to be safe and in good working order.

• Please let us know if you prefer eco-friendly cleaning products.

• Our quoted price covers cleaning labor only. We're happy to discuss custom packages.

• Please provide the cleaning products and equipment.

• For properties that haven't been cleaned in a while, we recommend a deep clean.

• Please inform us about any special surfaces that require specific cleaning products.

• Let us know if there are any items you'd prefer we don't clean.

• Please check your confirmations, and let us know immediately if a time change is not suitable.

Deep Cleaning / End-of-Tenancy Cleaning:

• We may need to adjust the initial quote if your cleaning requirements change.

• A £15 charge applies for key collection from a location other than the cleaning site.

• We'll provide an estimated cleaning time, but please allow for flexibility as times may vary.

• We'll only clean the areas specified on the form.

• Please note that end-of-tenancy cleans typically take longer than regular cleans.

• We stand by our work with a 100% customer satisfaction guarantee.

• We reserve the right to refuse cleaning for health and safety reasons.

• Please ensure the areas to be cleaned are free of personal items and rubbish.

• We don't handle waste or recycling removal.

• Our team will only lift items within safe weight and height limits.

• If specialised cleaning or equipment is needed upon arrival, the clean will be cancelled, and charges will still apply.

• We don't offer refunds, but we'll return to re-clean any unsatisfactory areas.

• Any issues must be reported with picture or video evidence within 24 hours of the clean.

• Please check your confirmations, and let us know immediately if a time change is not suitable.

• Payment is required upfront before cleaning begins for the end of tenancy cleaning.

Indoor Window Cleaning Services

• • Ilfracombe Dustbusters provides indoor window cleaning services only. This service includes the cleaning of the interior glass surfaces of windows and any associated interior window frames.

  • Exterior window cleaning is explicitly excluded from this service.  

  • End-of-build or newly renovated homes are excluded from this service.  

  • We do not clean any windows that are deemed unreachable, or unsafe to reach from inside the property.

• Preparation:

  • Clients are requested to clear any obstructions or items that may impede access to the interior of the windows.

  • Ilfracombe Dustbusters will not be responsible for moving or handling delicate or heavy items.

• Client Responsibilities:

  • The client is responsible for informing Ilfracombe Dustbusters of any pre-existing damage or specific requirements related to the windows.

  • The client is responsible for ensuring that all windows are in a safe condition to be cleaned.

• Liability:

  • Ilfracombe Dustbusters is not liable for any damage resulting from pre-existing window conditions or any damage to items that were not moved prior to the clean.

  • Our liability is limited to damage caused directly by our cleaning operatives.

• Access:

  • The customer must provide safe and reasonable access to all windows that are to be cleaned.

• Terms and Conditions.

  • All other terms and conditions provided by Ilfracombe Dustbusters also apply to the indoor window cleaning service.

Pets at Home

• We understand that pets are part of the family! We're happy to accommodate your furry friends during our cleaning visits. For example, we can allow dogs access to a secure garden while we work. However, we kindly ask that you ensure the garden is fully secure to prevent any escapes or accidents. The safety and well-being of your pets remain your responsibility.  

Payment 

• Payment is requested by invoice and will be sent by email shortly after your cleaning appointment. Payments will be made before appointment when using our easy booking system online.  Preferred payment is by BACS. 

"Please note that these terms and conditions may be updated or modified periodically. We recommend reviewing them regularly."

"Ilfracombe Dustbusters reserves the right to amend these terms and conditions. Any changes will be effective immediately upon posting on our website or notification to clients."

Terms & Conditions: 90-Day Review Improvement Guarantee

This document outlines the terms and conditions for Ilfracombe Dustbusters' "90-Day Review Improvement Guarantee" offer for holiday homes in North Devon. By participating in this offer, you agree to these terms.

1. Eligibility

This guarantee applies to new clients whose holiday rental property reviews are demonstrably suffering due to cleaning-related feedback at the time of engaging Ilfracombe Dustbusters' services. Eligibility will be determined by Ilfracombe Dustbusters through an initial review of your property's existing online guest reviews (e.g., Airbnb, Booking.com, Vrbo, Google Business Profile, etc.).

2. The Guarantee

Ilfracombe Dustbusters guarantees to work towards a measurable improvement in your holiday home's cleaning-related guest reviews within 90 calendar days from the date our service officially commences for your property.

If, after 90 days of continuous service under these terms, there is no demonstrable improvement in your cleaning-related reviews, we will continue to provide our cleaning services for your property for a period of one month (30 days) completely free of charge. This free service period will commence immediately after the initial 90-day guarantee period concludes.

3. Service Commencement & Duration

• The 90-day guarantee period begins on the date of the first scheduled clean performed by Ilfracombe Dustbusters for your property.

• The client must maintain continuous cleaning service with Ilfracombe Dustbusters for the entire 90-day guarantee period. Any suspension or termination of service by the client during this period will void the guarantee.

4. Definition of "Improvement"

"Improvement" in cleaning-related reviews will be assessed based on:

• Positive shifts in specific cleaning scores/ratings on booking platforms (e.g., an increase in the "cleanliness" sub-rating).

• A reduction in negative comments specifically related to cleaning within written guest reviews.

• An increase in overall positive mentions of cleanliness in new reviews received during the 90-day period.

Ilfracombe Dustbusters will work with you to establish baseline review data at the start of the 90-day period. We will regularly monitor and discuss review performance with you. Final assessment will be at our sole discretion, based on quantifiable data and qualitative review analysis.

5. Client Responsibilities

To ensure the success of this guarantee, the client agrees to:

• Provide full and honest access to all relevant online booking platform accounts for review monitoring (read-only access where possible, or regular screenshots/reports from the client).

• Communicate any guest feedback regarding cleaning promptly to Ilfracombe Dustbusters.

• Ensure the property is maintained in a condition suitable for professional cleaning, free from excessive clutter or damage not related to cleaning.

• Allow Ilfracombe Dustbusters to conduct all standard changeover and deep cleans as agreed in our service contract.

• Not interfere with the cleaning process or engage other cleaning services for the property during the guarantee period.

• Address any non-cleaning related issues at the property (e.g., maintenance, amenities, communication, property description accuracy) that might impact overall guest satisfaction and thus indirectly affect reviews. While our focus is cleaning, we may provide advice on these areas.

6. Exclusions & Limitations

This guarantee specifically covers cleaning-related feedback. It does not cover and is voided by:

• Negative reviews or feedback stemming from issues unrelated to our cleaning service (e.g., property maintenance, broken appliances, Wi-Fi issues, noise, booking errors, pricing, host communication, pest infestations not caused by lack of cleaning).

• Client's failure to meet their responsibilities as outlined in Section 5.

• Force majeure events beyond our reasonable control (e.g., natural disasters, widespread power outages, pandemics causing unprecedented operational disruptions).

• Any pre-existing structural or severe maintenance issues within the property that cannot be remedied by cleaning.

7. Dispute Resolution

In the event of a dispute regarding the guarantee, both parties agree to communicate openly and work in good faith to resolve the issue.

8. Amendments to Terms

Ilfracombe Dustbusters reserves the right to amend these terms and conditions at any time. Any changes will be communicated to existing clients.